International Journal of Service Industry Management: Volume 17 Issue 2

Beyond technology acceptance: understanding consumer practice

Steve Baron, Anthony Patterson, Kim Harris

To critically examine the current definitions of key constructs of the technology acceptance model (TAM) in a consumer technology‐based service.

Improving call centre agent performance: A UK‐India study based on the agents’ point of view

Vaikalathur Shankar Mahesh, Anand Kasturi

The study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent…

Switching barriers in business‐to‐business services: a qualitative study

Venkata Yanamandram, Lesley White

To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.

E‐customers' third party complaining and complimenting behavior

Lynn Goetzinger, Jung Kun Park, Richard Widdows

To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a…

Defining relationship quality for customer‐driven business development: A housing‐mortgage company case

Inger Roos, Anders Gustafsson, Bo Edvardsson

The purpose of this study is to compare the company's perception of their business to the customers' dynamic view of their relationships with the same company.

Services research - a truly global discipline

Jochen Wirtz, Shaukat Brah