International Journal of Service Industry Management: Volume 17 Issue 5
Table of contents
Problem solving within professional services: evidence from the medical field
Elina Jaakkola, Aino HalinenTo test the validity of the presumed characteristics of professional services by studying their manifestation in the problem solving that occurs in service production.
The role of prior knowledge in international franchise partner recruitment
Levent Altinay, Catherine L. WangTo investigate the role of prior knowledge in the international franchise partner recruitment process and to evaluate how cultural distance influences the role of prior knowledge…
Does role clarity explain employee‐perceived service quality?: A study of antecedents and consequences in call centres
Avinandan Mukherjee, Neeru MalhotraRole clarity of frontline staff is critical to their perceptions of service quality in call centres. The purpose of this study is to examine the effects of role clarity and its…
An application‐based classification to understand buyer‐supplier interaction in business services
Finn Wynstra, Björn Axelsson, Wendy van der ValkMost existing classifications of business services have taken the perspective of the supplier as opposed to that of the buyer. To address this imbalance, the purpose of this paper…
The role of technology readiness in customers' perception and adoption of self‐service technologies
Jiun‐Sheng Chris Lin, Pei‐ling HsiehThis study aims to examine how technology readiness (TR) influences customers' perception and adoption of self‐service technologies (SSTs) through development of an empirical…