International Journal of Service Industry Management: Volume 14 Issue 3
Table of contents
Knowledge management in public service provision: the Child Support Agency
Alan Fowler, Julia PrykeThe paper addresses the issue of knowledge management in public service organisations where the concept of provider competitiveness is of limited significance but other priorities…
Market orientation and business economic performance: A mediated model
Albert Maydeu‐Olivares, Nora LadoPrevious studies have found that market orientation significantly predicts economic performance. The present study attempts to provide a necessarily partial model for how this…
Listening practices and performance in service organisations
William J. Glynn, Sean de Búrca, Teresa Brannick, Brian Fynes, Sean EnnisConsiders the concept of the “listening” organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link…
A new model to support the personalised management of a quality e‐commerce service
Giovanni Giannì, Fiorenzo FranceschiniThe paper presents an aiding model to support the management of a high quality e‐commerce service. The approach focuses on the service quality aspects related to customer…
Customer role and skill trajectories in services
Oxana ChervonnayaCustomer behavior in services is usually perceived as volatile and unpredictable. However, this conceptual paper seeks to demonstrate that for service processes sharing certain…