International Journal of Service Industry Management: Volume 16 Issue 5

Gender differs: assessing a model of online purchase intentions in e‐tail service

Yu‐Bin Chiu, Chieh‐Peng Lin, Ling‐Lang Tang

This study proposes a model of online purchase intentions. Four exogenous constructs – namely, personal awareness of security, personal innovativeness, perceived ease of…

The role of customer clubs in recent telecom relationships

Inger Roos, Anders Gustafsson, Bo Edvardsson

The purpose of this study is to enhance understanding of the club's role in the customer relationships of a telecommunications company by re‐considering the concepts of frequency…

Operational loss and new service design

Michael Shulver

The understanding of operational failure (or loss generally) and its role as an imperative for service design is underdeveloped. This paper investigates external and internal loss…

Online community: enhancing the relationship marketing concept through customer bonding

Isabelle Szmigin, Louise Canning, Alexander E. Reppel

To revisit relationship marketing in the context of the digital economy.

Relationships among customer orientation, service orientation and job satisfaction in financial services

Irene Gil Saura, Gloria Berenguer Contrí, Amparo Cervera Taulet, Beatriz Moliner Velázquez

The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each…