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International Journal of Service Industry Management

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Articles

Articles

Article No:	Article Information:
1597928	The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors Jochen Wirtz, Anna S. Mattila, Rachel L.P. Tan (pp. 6-24) Keywords: Consumer behaviour, Environmental psychology, Service climate, Stores and supermarkets ArticleType: Research paper View HTML | View PDF (118 KB) | Reprints & Permissions
1597929	Complainer characteristics when exit is closed Bård Tronvoll (pp. 25-51) Keywords: Complaints, Consumer behaviour, Demographics, Monopolies ArticleType: Research paper View HTML | View PDF (134 KB) | Reprints & Permissions
1597930	An empirical analysis of productivity growth in retail services: evidence from Spain Ricardo Sellers-Rubio, Francisco Mas-Ruiz (pp. 52-69) Keywords: Productivity rate, Retailing, Service levels, Supermarkets ArticleType: Research paper View HTML | View PDF (119 KB) | Reprints & Permissions
1597931	Managing employee empowerment in luxury hotels in Europe Antonis Klidas, Peter T. van den Berg, Celeste P.M. Wilderom (pp. 70-88) Keywords: Employee behaviour, Empowerment, Hotels, Management styles, Performance related pay, Training ArticleType: Research paper View HTML | View PDF (113 KB) | Reprints & Permissions
1597932	Exploring consumer experience of social power during service consumption Kalyani Menon, Harvir S. Bansal (pp. 89-104) Keywords: Consumer behaviour, Servicing, Social norms ArticleType: Research paper View HTML | View PDF (103 KB) | Reprints & Permissions

Book Review

Interactions between Service Customers: Managing On-site Customer-to-Customer Interactions for Service Advantage: The Poznan University of Economics Publishing House

Item No:	Item Information
1597927	Interactions between Service Customers: Managing On-site Customer-to-Customer Interactions for Service Advantage: The Poznan University of Economics Publishing House Journal: International Journal of Service Industry Management Vol : 18 Issue: 1 Author(s): Kazimierz Rogozinski View HTML

Note from the publisher

Emerald at 40

Item No:	Item Information
1597934	Emerald at 40 Journal: International Journal of Service Industry Management Vol : 18 Issue: 1 Author(s): Rebecca Marsh View HTML

Editorial

Editorial

Item No:	Item Information
1597933	Editorial Journal: International Journal of Service Industry Management Vol : 18 Issue: 1 Author(s): Bo Edvardsson View HTML