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International Journal of Service Industry Management

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Articles

Articles

Article No:	Article Information:
1740197	The service recovery paradox: true but overrated? Stefan Michel, Matthew L. Meuter (pp. 441-457) Keywords: Banking, Customer loyalty, Customer satisfaction, Service industries ArticleType: Research paper View HTML | View PDF (103 KB) | Reprints & Permissions
1740198	The influence of selling behaviors on customer relationships in financial services Min-Hsin Huang (pp. 458-473) Keywords: Customer orientation, Employees, Financial services, Selling, Taiwan ArticleType: Research paper View HTML | View PDF (111 KB) | Reprints & Permissions
1740199	Key strategies for the successful involvement of customers in the co-creation of new technology-based services Per Kristensson, Jonas Matthing, Niklas Johansson (pp. 474-491) Keywords: Customer orientation, Customer relations, Product development, Service levels ArticleType: Case study View HTML | View PDF (111 KB) | Reprints & Permissions
1740200	The role of post-training self-efficacy in customers' use of self service technologies Xinyuan Zhao, Anna S. Mattila, Li-Shan Eva Tao (pp. 492-505) Keywords: Customer satisfaction, Self-service, Services, Training, Vending machines ArticleType: Research paper View HTML | View PDF (101 KB) | Reprints & Permissions
1740201	The relationships between operations strategies and operations activities in service context Daniel I. Prajogo, Christopher M. McDermott (pp. 506-520) Keywords: Australia, Operations management, Performance measurement (quality), Service operations ArticleType: Research paper View HTML | View PDF (93 KB) | Reprints & Permissions
1740202	The impact of other-customer failure on service satisfaction Wen-Hsien Huang (pp. 521-536) Keywords: Buying behaviour, Customer satisfaction, Employee behaviour, Services, Social interaction ArticleType: Research paper View HTML | View PDF (105 KB) | Reprints & Permissions

Book Review

In Search of a New Logic for Marketing – Foundations of Contemporary Theory

Item No:	Item Information
1740196	In Search of a New Logic for Marketing – Foundations of Contemporary Theory Journal: International Journal of Service Industry Management Vol : 19 Issue: 4 Author(s): Javier Reynoso View HTML

Call for papers

Special issue on Interventionist research

Item No:	Item Information
1740203	Special issue on Interventionist research Journal: International Journal of Service Industry Management Vol : 19 Issue: 4 View HTML

The 11th International Research Symposium on Service Excellence in Management (QUIS)

Item No:	Item Information
1740204	The 11th International Research Symposium on Service Excellence in Management (QUIS) Journal: International Journal of Service Industry Management Vol : 19 Issue: 4 View HTML