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International Journal of Service Industry Management

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Articles

Articles

Article No:	Article Information:
1556828	Arousal expectations and service evaluations Anna S. Mattila, Jochen Wirtz (pp. 229-244) Keywords: Behaviour, Consumer psychology, Customer satisfaction, Service levels ArticleType: Research paper View HTML | View PDF (368 KB) | Reprints & Permissions
1556829	New aspects of research into service encounters and service quality Göran Svensson (pp. 245-257) Keywords: Quality, Research, Service levels, Service operations ArticleType: Conceptual paper View HTML | View PDF (87 KB) | Reprints & Permissions
1556830	The relationship of service provider power motivation, empowerment and burnout to customer satisfaction Dana Yagil (pp. 258-270) Keywords: Customer satisfaction, Employees, Service industries, Shess ArticleType: Research paper View HTML | View PDF (85 KB) | Reprints & Permissions
1556831	Service validity and service reliability of search, experience and credence services: A scenario study Mirjam Galetzka, Joost W.M. Verhoeven, Ad Th.H. Pruyn (pp. 271-283) Keywords: Customer satisfaction, Reliability management, Service industries ArticleType: Research paper View HTML | View PDF (112 KB) | Reprints & Permissions
1556832	Call centre management: responsibilities and performance George Robinson, Clive Morley (pp. 284-300) Keywords: Call centres, Customer service management, Performance measures, Quality indicators ArticleType: Research paper View HTML | View PDF (105 KB) | Reprints & Permissions

Book Review

Flying High in a Competitive Industry: Cost-effective Service Excellence at Singapore Airlines

Item No:	Item Information
1556827	Flying High in a Competitive Industry: Cost-effective Service Excellence at Singapore Airlines Journal: International Journal of Service Industry Management Vol : 17 Issue: 3 Author(s): Bernd Stauss View HTML