International Journal of Service Industry Management: Volume 19 Issue 2
Table of contents - Special Issue: Selected Papers from QUIS 10 Conference 2007
Guest Editors: Dr Duncan Dickson, Dr Robert Ford
Developing operational understanding of service quality through a simulation environment
Rogelio Oliva, Michael BeanThe purpose of this paper is to articulate the challenges of learning and improving in service delivery systems – that present managers with imperfect information, confounded…
Alternative perspectives on service quality and customer satisfaction: the role of BPM
V. Kumar, P.A. Smart, H. Maddern, R.S. MaullThe purpose of this paper is to further investigate the linkages between business process management (BPM) and customer satisfaction. Also, to challenge the dominance of the…
Examining the role of service climate in health care: An empirical study of emergency departments
Claudia SteinkeUsing a modified version of the service profit chain, the purpose of this paper is to examine the mediating role of service climate (SC) by exploring predictors of SC (i.e…
Internal service – barriers, flows and assessment
Robert JohnstonThis exploratory paper investigates internal service from a service management perspective. The objectives were to identify the main internal barriers that are preventing…
Manufacturers forming successful complex business services: Designing an organization to fit the market
Wayne A. Neu, Stephen W. BrownThe purpose of this paper was to isolate and characterize organizational factors that enable the formation of high‐performing business services in product manufacturing firms.
Fuzzy importance‐performance analysis for determining critical service attributes
Wei‐Jaw DengThe purpose of this paper is to propose a novel approach of fuzzy importance‐performance analysis (FIPA) to replace conventional importance‐performance analysis (IPA) for…