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International Journal of Service Industry Management

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Articles

Articles

Article No:	Article Information:
851743	The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis Kurt Matzler, Elmar Sauerwein (pp. 314-332) Keywords: Customer satisfaction, Penalty costs, Reward ArticleType: Research paper View HTML | View PDF (335 KB) | Reprints & Permissions
851744	The job satisfaction and performance of contingent and regular customer service representatives: A human capital perspective Dan Moshavi, James R. Terborg (pp. 333-347) Keywords: Customer service, Job satisfaction, Work ArticleType: Research paper View HTML | View PDF (110 KB) | Reprints & Permissions
851745	Optimizing the service configuration with the least total cost approach Xiande Zhao, R.S.M. Lau, Kokin Lam (pp. 348-361) Keywords: Customer satisfaction, Design, Service operations, Time ArticleType: Research Paper View HTML | View PDF (193 KB) | Reprints & Permissions
851746	SYSTRA-SQ: a new measure of bank service quality Abdullah H. Aldlaigan, Francis A. Buttle (pp. 362-381) Keywords: Banking, Measurement, Service quality ArticleType: Research Paper View HTML | View PDF (131 KB) | Reprints & Permissions
851747	The relationship of customer satisfaction and service workers’ perceived control: Examination of three models Dana Yagil (pp. 382-398) Keywords: Control, Customer satisfaction, Employees, Perception, Service ArticleType: Research paper View HTML | View PDF (304 KB) | Reprints & Permissions

Book Review

Services Marketing in Asia: Managing People, Technology and Strategy

Item No:	Item Information
1494051	Services Marketing in Asia: Managing People, Technology and Strategy Journal: International Journal of Service Industry Management Vol : 13 Issue: 4 Author(s): Mohan Agrawal View HTML