International Journal of Service Industry Management: Volume 16 Issue 1

The need for more multidisciplinary research

Jos Lemmink

Looks back at five years of the author's editorship of IJSIM and seeks to answer the question whether or not one of the journal's objectives – i.e. more multidisciplinary research…

Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service

Pratibha A. Dabholkar, Jeffrey W. Overby

To examine precisely how service process and service outcome are related to service quality and customer satisfaction evaluations, and to look for consistent patterns in the…

The asymmetric impact of price‐attribute performance on overall price evaluation

Giovanna Padula, Bruno Busacca

To investigate the theoretical foundations of price as a multi‐dimensional component of value and to examine the nature of the relationship between price‐attribute perception and…

Opening the black box: Assessing the mediating mechanism of relationship quality and the moderating effects of prior experience in ISP service

Chieh‐Peng Lin, Cherng G. Ding

To examine empirically the mediating role of relationship quality on the relationships between relational selling behavior, network quality, service recovery, and loyalty, and the…

Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations

Roger Bennett, Anna Barkensjo

To investigate possible linkages between the relationship marketing activities of charitable organisations and the calibres of the relationships that charities establish with…

Service portraits in service research: a critical review

Bo Edvardsson, Anders Gustafsson, Inger Roos

Focusing on one main research question: how is the phenomenon “service” portrayed within service research?, the aim is to describe and analyze how the concept of service is…

Services Marketing: People, Technology, Strategy, 5th ed.

Tor W. Andreassen