International Journal of Service Industry Management: Volume 18 Issue 5
Table of contents - Special Issue: Interdisciplinary Insights on Service Activities
Guest Editors: Professor Sylvie Llosa, Professor Chiara Orsingher
Perceived justice and consumption experience evaluations: A qualitative and experimental investigation
Philippe Aurier, Béatrice Siadou‐MartinThis paper aims to investigate the role of perceived justice in service consumption/purchase experiences.
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents
François A. Carrillat, Fernando Jaramillo, Jay P. MulkiThe purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.
Changing roles of customers: consequences for HRM
Albert GrafThe objective of this paper is to provide researchers and practitioners with an understanding of the implications and consequences of changes in customer roles and involvement on…
Customer switching resistance (CSR): The effects of perceived equity, trust and relationship commitment
Gilles N'GoalaThis research attempts to understand why – or why not – customers resist switching service providers when a critical incident occurs. The paper examines how service relationship…
Perception and attribution of employees' effort and abilities: The impact on customer encounter satisfaction
Nina Specht, Sina Fichtel, Anton MeyerDo customers recognize the effort and abilities of employees in service encounters? If so, to what extent do their perceptions influence customer satisfaction? The paper seeks to…