International Journal of Service Industry ManagementTable of Contents for International Journal of Service Industry Management. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/0956-4233/vol/19/iss/5?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestInternational Journal of Service Industry ManagementEmerald Publishing LimitedInternational Journal of Service Industry ManagementInternational Journal of Service Industry Managementhttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/a1e9e2a51b1864c90ceeacb38442e635/UNKNOWNhttps://www.emerald.com/insight/publication/issn/0956-4233/vol/19/iss/5?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestRevisiting the smiling service worker and customer satisfactionhttps://www.emerald.com/insight/content/doi/10.1108/09564230810903460/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction. An experimental design was used in which participants (N=220) were randomly allocated to one of four service encounters. Two variables were manipulated; the service worker with whom the participant interacted had either a neutral facial expression or a smiling facial expression, and the service worker was either male or female. The smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service worker (and the sex of the participant). In addition, the results indicate that this outcome involved both emotional contagion and affect infusion. This paper extends the service literature's discourse on the impact of the service worker's smile behavior on customer satisfaction by including intermediate variables such as appraisals, emotions, and the attitude toward the service worker.Revisiting the smiling service worker and customer satisfaction
Magnus Söderlund, Sara Rosengren
International Journal of Service Industry Management, Vol. 19, No. 5, pp.552-574

The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction.

An experimental design was used in which participants (N=220) were randomly allocated to one of four service encounters. Two variables were manipulated; the service worker with whom the participant interacted had either a neutral facial expression or a smiling facial expression, and the service worker was either male or female.

The smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service worker (and the sex of the participant). In addition, the results indicate that this outcome involved both emotional contagion and affect infusion.

This paper extends the service literature's discourse on the impact of the service worker's smile behavior on customer satisfaction by including intermediate variables such as appraisals, emotions, and the attitude toward the service worker.

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Revisiting the smiling service worker and customer satisfaction10.1108/09564230810903460International Journal of Service Industry Management2008-10-10© 2008 Magnus SöderlundSara RosengrenInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903460https://www.emerald.com/insight/content/doi/10.1108/09564230810903460/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Stressors and resources in customer service roleshttps://www.emerald.com/insight/content/doi/10.1108/09564230810903479/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles. Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support). The results show that CSE is negatively related to service provider burnout as reflected in depersonalization and emotional exhaustion, and positively related to a sense of accomplishment. CSE was also negatively related to perceived customer negative behaviors and to emotional regulation. The results show a partial mediation effect of emotional regulation on the relationship between CSE and burnout. Service orientation and social support were found to interact with CSE and enhance its effect on social stressors. The use of a non‐randomized sample might bias the results. The results can inform managerial practices designed to enhance service providers' resources of coping with role stressors. The study introduces a fundamental personality trait, CSE, to the area of service and shows its effect on burnout through its relationship with situational stressors and interaction with coping resources.Stressors and resources in customer service roles
Dana Yagil, Gil Luria, Iddo Gal
International Journal of Service Industry Management, Vol. 19, No. 5, pp.575-595

The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles.

Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support).

The results show that CSE is negatively related to service provider burnout as reflected in depersonalization and emotional exhaustion, and positively related to a sense of accomplishment. CSE was also negatively related to perceived customer negative behaviors and to emotional regulation. The results show a partial mediation effect of emotional regulation on the relationship between CSE and burnout. Service orientation and social support were found to interact with CSE and enhance its effect on social stressors.

The use of a non‐randomized sample might bias the results.

The results can inform managerial practices designed to enhance service providers' resources of coping with role stressors.

The study introduces a fundamental personality trait, CSE, to the area of service and shows its effect on burnout through its relationship with situational stressors and interaction with coping resources.

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Stressors and resources in customer service roles10.1108/09564230810903479International Journal of Service Industry Management2008-10-10© 2008 Dana YagilGil LuriaIddo GalInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903479https://www.emerald.com/insight/content/doi/10.1108/09564230810903479/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Exploring tools for learning about customers in a service settinghttps://www.emerald.com/insight/content/doi/10.1108/09564230810903488/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the paper is to explore how frontline contact persons appropriate and use learning tools from the socio‐cultural context for learning about customers in their everyday work. The study utilises an ethnographic‐research approach involving participant observations, informal conversations, and interviews among car salespersons and service advisors at a car‐retailing company. The study comes to two main conclusions. First, learning tools are appropriated and utilised for learning about customers in a two‐layered process: interactions between frontline contact persons and the socio‐cultural context; and interactions between frontline contact persons and customers. Secondly, learning about customers can be of two types: subject‐ or object‐driven learning. Tools that enhance the process of learning about customers can be developed within the socio‐cultural environment of an organisation whereas tools that inhibit the learning process can be minimised. This paper provides a novel socio‐cultural conceptualisation of how learning about customers takes place. This approach has not been previously emphasised in service‐management research.Exploring tools for learning about customers in a service setting
Karolina Wägar
International Journal of Service Industry Management, Vol. 19, No. 5, pp.596-620

The purpose of the paper is to explore how frontline contact persons appropriate and use learning tools from the socio‐cultural context for learning about customers in their everyday work.

The study utilises an ethnographic‐research approach involving participant observations, informal conversations, and interviews among car salespersons and service advisors at a car‐retailing company.

The study comes to two main conclusions. First, learning tools are appropriated and utilised for learning about customers in a two‐layered process: interactions between frontline contact persons and the socio‐cultural context; and interactions between frontline contact persons and customers. Secondly, learning about customers can be of two types: subject‐ or object‐driven learning.

Tools that enhance the process of learning about customers can be developed within the socio‐cultural environment of an organisation whereas tools that inhibit the learning process can be minimised.

This paper provides a novel socio‐cultural conceptualisation of how learning about customers takes place. This approach has not been previously emphasised in service‐management research.

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Exploring tools for learning about customers in a service setting10.1108/09564230810903488International Journal of Service Industry Management2008-10-10© 2008 Karolina WägarInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903488https://www.emerald.com/insight/content/doi/10.1108/09564230810903488/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Development of an integrated product‐service roadmap with QFDhttps://www.emerald.com/insight/content/doi/10.1108/09564230810903497/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to provide a concrete integrated roadmap structure and a supporting tool for efficient roadmapping, to enhance interdisciplinary research on product‐service. The paper first clarifies definitions based on literature review. Next, the integrated roadmap structure is designed by overcoming limitations of the existing product‐service roadmaps. Lastly, a modified quality function deployment technique is developed to be used as a means for the integration process and applied to the mobile communications industry for the case study. The suggested roadmap and roadmapping process have potential advantages that can help strategic planning and management of product‐service. There are issues related to complexity of the suggested technique and completeness of the case study. The suggested approach stimulates communication and knowledge sharing between manufacturers and service providers, providing a useful guidance to picture the long‐term future from the same perspective. The paper provides a holistic approach on the development of the product‐service sets, which is characterized by many challenges and uncertainties.Development of an integrated product‐service roadmap with QFD
Yoonjung An, Sungjoo Lee, Yongtae Park
International Journal of Service Industry Management, Vol. 19, No. 5, pp.621-638

The purpose of this paper is to provide a concrete integrated roadmap structure and a supporting tool for efficient roadmapping, to enhance interdisciplinary research on product‐service.

The paper first clarifies definitions based on literature review. Next, the integrated roadmap structure is designed by overcoming limitations of the existing product‐service roadmaps. Lastly, a modified quality function deployment technique is developed to be used as a means for the integration process and applied to the mobile communications industry for the case study.

The suggested roadmap and roadmapping process have potential advantages that can help strategic planning and management of product‐service.

There are issues related to complexity of the suggested technique and completeness of the case study.

The suggested approach stimulates communication and knowledge sharing between manufacturers and service providers, providing a useful guidance to picture the long‐term future from the same perspective.

The paper provides a holistic approach on the development of the product‐service sets, which is characterized by many challenges and uncertainties.

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Development of an integrated product‐service roadmap with QFD10.1108/09564230810903497International Journal of Service Industry Management2008-10-10© 2008 Yoonjung AnSungjoo LeeYongtae ParkInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903497https://www.emerald.com/insight/content/doi/10.1108/09564230810903497/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Revisit service classification to construct a customer‐oriented integrative service modelhttps://www.emerald.com/insight/content/doi/10.1108/09564230810903505/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model. The key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager‐determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer‐based performance weight (PW). The integrative service model is constructed by combining the operational dimensions. The selected classification model covers knowledge, information and virtual space dimensions that most of the previous service‐process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models. Empirical studies need to be done to test the effectiveness of the model. Experienced managers are needed to decide the IW. Managers can use the developed model to formulate integrated business strategies as well as forecasting competitor's strategies. The developed model is a customer‐oriented approach for service strategy formulation. A generalized mathematical model is derived for a firm offering “n” kinds of core services. Computer software can be written based on it to handle the complex cases.Revisit service classification to construct a customer‐oriented integrative service model
Chun‐Hsien Liu, Chu‐Ching Wang, Yueh‐Hua Lee
International Journal of Service Industry Management, Vol. 19, No. 5, pp.639-661

The purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model.

The key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager‐determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer‐based performance weight (PW). The integrative service model is constructed by combining the operational dimensions.

The selected classification model covers knowledge, information and virtual space dimensions that most of the previous service‐process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models.

Empirical studies need to be done to test the effectiveness of the model. Experienced managers are needed to decide the IW.

Managers can use the developed model to formulate integrated business strategies as well as forecasting competitor's strategies. The developed model is a customer‐oriented approach for service strategy formulation.

A generalized mathematical model is derived for a firm offering “n” kinds of core services. Computer software can be written based on it to handle the complex cases.

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Revisit service classification to construct a customer‐oriented integrative service model10.1108/09564230810903505International Journal of Service Industry Management2008-10-10© 2008 Chun‐Hsien LiuChu‐Ching WangYueh‐Hua LeeInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903505https://www.emerald.com/insight/content/doi/10.1108/09564230810903505/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
An examination of the impact of cultural orientation and familiarity in service encounter evaluationshttps://www.emerald.com/insight/content/doi/10.1108/09564230810903514/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestCustomers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural orientation on evaluations of both successful and failed service encounters. The authors employ an experimental design with data collected from student samples in the USA (Western, individualist culture) and Thailand (Eastern, collectivist culture). Results show an individual customer's cultural orientation, as well as familiarity (with a focal service provider), have an impact on perceptions and post‐purchase evaluations of both successful and unsuccessful service encounters. This research contributes to the services marketing and consumer behavior literature by shedding light onto the role of familiarity and cultural value orientation in influencing consumer responses to service encounters. It is one of only a handful of cross‐cultural studies in this research domain.An examination of the impact of cultural orientation and familiarity in service encounter evaluations
Paul G. Patterson, Anna S. Mattila
International Journal of Service Industry Management, Vol. 19, No. 5, pp.662-681

Customers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural orientation on evaluations of both successful and failed service encounters.

The authors employ an experimental design with data collected from student samples in the USA (Western, individualist culture) and Thailand (Eastern, collectivist culture).

Results show an individual customer's cultural orientation, as well as familiarity (with a focal service provider), have an impact on perceptions and post‐purchase evaluations of both successful and unsuccessful service encounters.

This research contributes to the services marketing and consumer behavior literature by shedding light onto the role of familiarity and cultural value orientation in influencing consumer responses to service encounters. It is one of only a handful of cross‐cultural studies in this research domain.

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An examination of the impact of cultural orientation and familiarity in service encounter evaluations10.1108/09564230810903514International Journal of Service Industry Management2008-10-10© 2008 Paul G. PattersonAnna S. MattilaInternational Journal of Service Industry Management1952008-10-1010.1108/09564230810903514https://www.emerald.com/insight/content/doi/10.1108/09564230810903514/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Services Science – Fundamentals, Challenges and Future Developmentshttps://www.emerald.com/insight/content/doi/10.1108/09564230810903523/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestServices Science – Fundamentals, Challenges and Future DevelopmentsServices Science – Fundamentals, Challenges and Future Developments
International Journal of Service Industry Management, Vol. 19, No. 5, pp.682-684]]>
Services Science – Fundamentals, Challenges and Future Developments10.1108/09564230810903523International Journal of Service Industry Management2008-10-10© 2008 International Journal of Service Industry Management1952008-10-1010.1108/09564230810903523https://www.emerald.com/insight/content/doi/10.1108/09564230810903523/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Editorialhttps://www.emerald.com/insight/content/doi/10.1108/ijsim.2008.08519eaa.001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestEditorialEditorial
Bo Evardsson
International Journal of Service Industry Management, Vol. 19, No. 5, pp.-]]>
Editorial10.1108/ijsim.2008.08519eaa.001International Journal of Service Industry Management2008-10-10© 2008 Bo EvardssonInternational Journal of Service Industry Management1952008-10-1010.1108/ijsim.2008.08519eaa.001https://www.emerald.com/insight/content/doi/10.1108/ijsim.2008.08519eaa.001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008
Note from the publisherhttps://www.emerald.com/insight/content/doi/10.1108/ijsim.2008.08519eaa.002/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestNote from the publisherNote from the publisher
Vicky Williams
International Journal of Service Industry Management, Vol. 19, No. 5, pp.-]]>
Note from the publisher10.1108/ijsim.2008.08519eaa.002International Journal of Service Industry Management2008-10-10© 2008 Vicky WilliamsInternational Journal of Service Industry Management1952008-10-1010.1108/ijsim.2008.08519eaa.002https://www.emerald.com/insight/content/doi/10.1108/ijsim.2008.08519eaa.002/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2008