International Journal of Service Industry Management: Volume 15 Issue 2

The impact of service failures on customer loyalty: The moderating role of affective commitment

Anna S. Mattila

This purpose of this study was to investigate the negative impact of service failures on customer loyalty. More specifically, we examined the moderating role of affective…

Consumer responses to compensation, speed of recovery and apology after a service failure

Jochen Wirtz, Anna S. Mattila

This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their…

Outpatient appointment scheduling with urgent clients in a dynamic, multi‐period environment

Kenneth J. Klassen, Thomas R. Rohleder

Time waiting for service is a major concern for consumers, and excessive waiting for a pre‐scheduled appointment is especially annoying. This is an on‐going problem because…

Participative customers as partial employees and service provider workload

An‐Tien Hsieh, Chang‐Hua Yen, Ko‐Chien Chin

For service providers, whether customers can act the role of partial employees when participating in the service production and delivery process is a subject that has been…

Self‐service with a smile?: Self‐service technology (SST) encounters among Canadian business‐to‐business

Devashish Pujari

This paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers. It provides an understanding of key determinants of…

Mobile Commerce: Technology, Theory and Application

Mairead Brady