Innovations in service business. An introduction to the special issue from the Global Entrepreneurship and Services Conference, Taiwan, 2011

Tiffany Yu () and Michael Willoughby ()

Service Business, 2012, vol. 6, issue 4, 405-409

Abstract: Services tend to be intangible and not visible (Cherubini 2001 ), which make them very different from production-oriented industries. Hence, we need different approaches to solving problems in services. This special issue invites five papers from the 2011 Global Entrepreneurship and Services Conference held in Taichung, Taiwan, from August 29 to 31, 2011. These papers cover various industries including finance, manufacturing, and Internet. Meanwhile, these papers cover many CSFs for services including brand equity for financial services, customer satisfaction on an auction website, the effects of social networking, the servitization for manufacturers via R&D, and the comparisons of the internal service quality for three Chinese subcultures including Taiwan, China, and Singapore. All these papers contribute to innovations in service business from different perspectives. Copyright Springer-Verlag 2012

Keywords: Brand equity; Customer satisfaction; Internal service quality; Servitization; Social networking (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/s11628-012-0159-5

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