International Journal of Service Industry Management: Volume 12 Issue 5

Integrating attitudinal theories to understand and predict use of technology‐based self‐service: The Internet as an illustration

L. Michelle Bobbitt, Pratibha A. Dabholkar

Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a…

Service strategies within the manufacturing sector: benefits, costs and partnership

Valérie Mathieu

This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer…

An analytic model to quantify strategic service vision

Fariborz Y. Partovi

This article presents an analytical method for quantifying Heskett’s “Strategic service vision”. The model, which is based on quality function deployment (QFD), and benchmarking…

The effect of work climate on critical employee and customer outcomes: An employee‐level analysis

Mahn Hee Yoon, Sharon E. Beatty, Jaebeom Suh

This paper examines several work climate variables and their impact on service quality. While there exists a variety of work climates relevant to contact employees during service…

New Service Development and Innovation in the New Economy

Marcel van Birgelen

Tourism and Hospitality in the 21st Century

Moshe Davidow