International Journal of Service Industry Management: Volume 13 Issue 1

Leveraging the potential of process technology through workflow scheduling

Paulo J. Gomes, Larry C. Meile

The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is…

The impact of information technology on customer and supplier relationships in the financial services

Paul Mulligan, Steven R. Gordon

This study examines the role that information technology plays in supporting relationships between customers and suppliers in the financial service industry. It traces the…

Leveraging technology to improve field service

Saligrama Agnihothri, Nagaraj Sivasubramaniam, Donald Simmons

The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization…

IT‐based services and service quality in consumer banking

Faye X. Zhu, Walter Wymer, Injazz Chen

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived…

Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection

Rhett H. Walker, Margaret Craig‐Lees, Robert Hecker, Heather Francis

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes…

Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

Olivier Furrer