International Journal of Service Industry Management: Volume 15 Issue 4

Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges

Alison M. Dean

Studies in services management from the different perspectives of marketing, operations, human resources and psychology support the existence of a variety of links between…

The effect of customer card programs: A comparative study in Singapore and The Netherlands

Corine Noordhoff, Pieter Pauwels, Gaby Odekerken‐Schröder

In the service industry, loyalty cards represent an established phenomenon (e.g. hotel and airline industry). Developing this knowledge, the present study focuses on the role of…

The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider

Paolo Guenzi, Ottavia Pelloni

The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by…

Service case scheduling: An exploratory description and recommendations for solution

Jacob V. Simons, Gregory R. Russell, Mark E. Kraus

Numerous services involve the processing of individual customer cases. These cases require a service provider to accomplish several tasks, many of which involve precedence…

Maintenance of machinery: Negotiating service contracts in business‐to‐business marketing

Rajesh Kumar, Tore Markeset, Uday Kumar

As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming…

Internationalization, Technology and Services

Christiane Hipp