International Journal of Service Industry Management: Volume 16 Issue 4

Past progress and future directions in conceptualizing customer perceived value

Chien‐Hsin Lin, Peter J. Sher, Hsin‐Yu Shih

To propose an alternative model specification for better conceptualizing the definition of a customer perceived value construct, and to discuss the theoretical justification of…

Applying the service profit chain to analyse retail performance: The case of the managerial strait‐jacket?

Michael Pritchard, Rhian Silvestro

The purpose of this paper is to apply Heskett, Sasser and Schlesinger's service profit chain to a single retail service with a view to developing a better understanding of the…

Perceived risk and the consumer buying process: internet airline reservations

Lawrence F. Cunningham, James H. Gerlach, Michael D. Harper, Clifford E. Young

This research aims to investigate the premise that the use of internet airline reservation systems is perceived to be riskier than traditional airline reservation shopping.

Customer confidence: the development of a “pre‐experience” concept

Paul Flanagan, Robert Johnston, Derek Talbot

The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of…

The business value of e‐government for small firms

Debora Viana Thompson, Roland T. Rust, Jeffrey Rhoda

To propose and test a model about the business value of government electronic services (e‐government) to small firms. Two dimensions of e‐government use (search‐oriented and…

Service Quality: Research Perspectives

Olivier Furrer