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International Journal of Service Industry Management
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International Journal of Service Industry Management

Volume 13 Issue 1

Published: 2002 | Start Page: 7


Special Issue: The impact of technology on services
Guest Editor(s): Mark Davis
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Articles

Articles
Article No: Article Information:
851732 Leveraging the potential of process technology through workflow scheduling
Paulo J. Gomes, Larry C. Meile (pp. 7-28)
Keywords: Banking, Management, Process management, Productivity, Service, Technology
ArticleType: Research Paper
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851733 The impact of information technology on customer and supplier relationships in the financial services
Paul Mulligan, Steven R. Gordon (pp. 29-46)
Keywords: Customer satisfaction, Financial services, Information technology, Internet, Supplier relations
ArticleType: Research paper
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851734 Leveraging technology to improve field service
Saligrama Agnihothri, Nagaraj Sivasubramaniam, Donald Simmons (pp. 47-68)
Keywords: Customer satisfaction, Productivity, Service, Service operations, Technology
ArticleType: Conceptual Paper
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851735 IT-based services and service quality in consumer banking
Faye X. Zhu, Walter Wymer, Injazz Chen (pp. 69-90)
Keywords: Information technology, Modelling, Service quality
ArticleType: Research paper
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1454623 Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection
Rhett H. Walker, Margaret Craig-Lees, Robert Hecker, Heather Francis (pp. 91-106)
Keywords: Customer satisfaction, Individual behaviour, Service, Technology
ArticleType: Research paper
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Book Review

Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy
Item No: Item Information
1494047 Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy
Journal: International Journal of Service Industry Management
Vol : 13 Issue: 1
Special Issue: The impact of technology on services
Author(s): Olivier Furrer
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