International Journal of Service Industry Management: Volume 12 Issue 1

Retention effects of a customer club

Bernd Stauss, Klaus Chojnacki, Alexander Decker, Frank Hoffmann

Customer clubs belong to the most important and particularly cost‐intensive elements of customer retention systems. By offering specific advantages to club members, they are…

Analyzing service failures and recoveries: a process approach

Stefan Michel

Service recovery has attracted increasing attention in recent years as a result of the premise that service failures are inevitable, but dissatisfied customers are not. However…

“Scalability”: the paradox of human resources in e‐commerce

Roger Hallowell

This paper develops a framework exploring the question, “How does service affect the economics of e‐commerce?” Development of the framework requires an understanding of the…

Generating positive word‐of‐mouth communication through customer‐employee relationships

Dwayne D. Gremler, Kevin P. Gwinner, Stephen W. Brown

In this study, we hypothesize and empirically test the proposition that interpersonal bonds, or relationships between employees and customers, can significantly influence positive…

Linking complaint management to profit

Robert Johnston

This paper contends that complaint management should result in customer satisfaction but more importantly it should lead to operational improvement and improved financial…

Strategic value configuration logics and the “new” economy: a service economy revolution?

Patrick Sweet

This paper develops the concept of “strategic value configuration logics”. It posits that there are four fundamental and enduring strategic value configuration logics that have…