International Journal of Service Industry Management: Volume 12 Issue 2

Modeling relationship strength across service types in an Eastern culture

Paul G. Patterson, Tasman Smith

This study examines for the first time, antecedents of relationship commitment in service industries in an Eastern cultural context. The study investigates the reasons for…

ISO 9000 and quality emphasis ‐ An empirical study of front‐room versus back‐room dominant service industries

Gavin Dick, Kevin Gallimore, Jane C. Brown

This paper seeks to illuminate how the emphasis on quality dimensions differs in service firms dependent on the size of their back‐room activity. It examines how that emphasis…

A perspective on client productivity in business‐to‐business consulting services

Claude R. Martin, David A. Horne, Winnie S. Chan

Focuses on the client in a management consulting relationship. Argues that any measure of service productivity must include some component that focues on the client side of the…

Perceived uncertainty in self‐managed service teams: an empirical assessment

Ad de Jong, Ko de Ruyter, Sandra Streukens, Hans Ouwersloot

This empirical study examines the impact of context‐team factors and team‐employee factors on perceived uncertainty in self‐managed service teams. The results of our study show…

Customer adoption of e‐service: an experimental study

Ko de Ruyter, Martin Wetzels, Mirella Kleijnen

So far, the term e‐commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the…