International Journal of Service Industry Management: Volume 12 Issue 3

Developing a comprehensive picture of service failure

Mark Colgate, Melissa Norris

Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are…

The contribution of emotional satisfaction to consumer loyalty

Yi‐Ting Yu, Alison Dean

Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that…

Critical incident techniques: Towards a framework for analysing the criticality of critical incidents

Bo Edvardsson, Inger Roos

The traditional critical incident technique (CIT) and variants of the same have frequently been applied in service research for several decades. The technique has often been used…

Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry

Andreas H. Zins

Relationship marketing requires a thorough understanding of the long‐run perspective of the supplier‐customer interaction. The concept of customer loyalty can be applied to…

Linking service structural complexity to customer satisfaction: The moderating role of type of ownership

Vicente Martínez‐Tur, Jose´ M. Peiro´, Jose´ Ramos

The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and…