International Journal of Service Industry Management: Volume 14 Issue 1

Relationships, the role of individuals and knowledge flows in the internationalisation of service firms

Valerie Lindsay, Doren Chadee, Jan Mattsson, Robert Johnston, Bruce Millett

This article develops a new conceptual model of knowledge flows within international service firms. Our model takes explicit account of the critical role of relationships and the…

The effect of service guarantees on service recovery

Sara Björlin Lidén, Per Skålén

Service guarantees have been attributed the benefit of improving the overall service of a service provider. However, little research has been carried out within the area. This…

Understanding consumer motivation and behavior related to self‐scanning in retailing: Implications for strategy and research on technology‐based self‐service

Pratibha A. Dabholkar, L. Michelle Bobbitt, Eun‐Ju Lee

Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the…

Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement

Jochen Wirtz

Firms usually measure customer satisfaction on an attribute‐by‐attribute basis in order to identify and improve potential weaknesses, and to fortify their strengths in service…

Antecedents of project learning and time‐to‐market during new mobile service development

Vera Blazevic, Annouk Lievens, Evelien Klein

Mobile service innovations are crucial for the long‐term success of companies operating in turbulent and uncertain environments. These innovations need to be introduced at a rapid…

Services Marketing Self‐Portraits: Introspections, Reflections and Glimpses from Experts

Olivier Furrer