International Journal of Service Industry Management: Volume 17 Issue 4

Customer knowledge transfer and key account management in professional service organizations

Satu Nätti, Aino Halinen, Niina Hanttu

Effective customer‐specific knowledge transfer is the cornerstone of customer value creation in professional service organizations. In order to formulate a coherent service…

Critical contractual issues of outsourced operation and maintenance service for commercial buildings

Joseph H.K. Lai, Francis W.H. Yik, Phil Jones

Building operation and maintenance (O&M) service, which embraces a wide range of specialist trades, has been increasingly outsourced through discrete contracts. This paper aims to…

Identifying determinants of success in development of new high‐contact services: Insights from the hospitality industry

Michael Ottenbacher, Juergen Gnoth, Peter Jones

The purpose of this study is to gain insight into factors that contribute to the success in high contact new service development (NSD) projects.

A strategic review of operations and marketing functions in retail banks

Munsung Rhee, Satish Mehra

Aims to examine the performance affects of strategic integration in retail banking services.

Temporal and spatial e‐service value

Kristina Heinonen

To develop a conceptual framework for temporal and spatial e‐service value.

Loyalty Myths: Hyped Strategies That Will Put You Out of Business and Proven Tactics That Really Work

Paul Gemmel

Special issue on The 10th International Research Symposium on Service Excellence in Management June 14-17, 2007 Orlando, Florida