International Journal of Service Industry Management: Volume 11 Issue 3

The role of technology and quality on hospital financial performance: An exploratory analysis

Ling X. Li, David A. Collier

The stimulus for this research is that as US hospitals and health care organizations become more competitive, wise investments in technology and quality improvement are keys to…

Business process management: Exploring social capital within processes

Nick Llewellyn, Colin Armistead

This paper explores evidence of “social capital” within the service delivery process of a large telecommunications company. It considers the extent to which a specific business…

Applying the service profit chain in a retail environment: Challenging the “satisfaction mirror”

Rhian Silvestro, Stuart Cross

This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schlesinger’s service profit chain to a single organisation, one of the UKs leading…

Barriers to customer‐oriented management accounting in financial services

Jørn Flohr Nielsen, Per Nikolaj D. Bukh, Niels Peter Mols

In the retail financial sector competitive pressure seems to challenge traditional management accounting systems, which often do not allow the identification of profitable…

Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions

Laurette Dubé, Kalyani Menon

The focus of this paper is on the emotional experience of consumption and its impact on satisfaction in the context of extended service transactions. Drawing on a multi‐component…