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Service Business

2007 - 2018

Current editor(s): S.M. Lee and J. Millet Roig

Pan-Pacific Business Association
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Volume 12, issue 4, 2018

Analyzing relationship quality and its contribution to consumer relationship proneness pp. 641-661 Downloads
Ana Olavarría-Jaraba, Jesús J. Cambra-Fierro, Edgar Centeno and Rosario Vázquez-Carrasco
Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator pp. 663-684 Downloads
Cindy Yunhsin Chou, Chin Hsiu Huang and Tzu-An Lin
A predictive investigation of first-time customer retention in online reservation services pp. 685-699 Downloads
Yen-Chun Chou and Howard Hao-Chun Chuang
Investigating a revised service transition concept pp. 701-730 Downloads
Ornella Benedettini and Andy Neely
Understanding consumer repurchase intention on O2O platforms: an integrated model of network externalities and trust transfer theory pp. 731-756 Downloads
Lin Xiao, Bin Fu and Wenlong Liu
Can error management culture increase work engagement in hotels? The moderating role of gender pp. 757-778 Downloads
Priyanko Guchait, Xinyuan Zhao, Juan Madera, Nan Hua and Fevzi Okumus
Cost-efficient co-creation of knowledge intensive business services pp. 779-808 Downloads
Seppo Kuula, Harri Haapasalo and Arto Tolonen
A network text analysis of published papers in service business, 2007–2017: research trends in the service sector pp. 809-831 Downloads
Sang M. Lee and Jin Sung Rha

Volume 12, issue 3, 2018

Innovation and service-dominant logic pp. 453-456 Downloads
Kun-Huang Huarng, Amparo Cervera and Francisco Mas-Verdu
Value logics for service innovation: practice-driven implications for service-dominant logic pp. 457-481 Downloads
Erik Lindhult, Koteshwar Chirumalla, Pejvak Oghazi and Vinit Parida
Predicting hospitality financial distress with ensemble models: the case of US hotels, restaurants, and amusement and recreation pp. 483-503 Downloads
Soo Young Kim
Quality management as a driver of innovation in the service industry pp. 505-524 Downloads
Tomás Félix González-Cruz, Norat Roig-Tierno and Dolores Botella-Carrubí
Collaborative workplaces for innovation in service companies: barriers and enablers for supporting new ways of working pp. 525-550 Downloads
Claudia Manca, Mercedes Grijalvo, Miguel Palacios and Matti Kaulio
A study of the relationships among sensory experience, emotion, and buying behavior in coffeehouse chains pp. 551-573 Downloads
Hsi-Tien Chen and Yun-Tsan Lin
Impact of operational innovations on customer loyalty in the healthcare sector pp. 575-600 Downloads
Kwan Soo Hong and DonHee Lee
Understanding the influences of story elements in service businesses pp. 601-619 Downloads
Yi-Ching Hsieh, Hung-Chang Chiu, Yun-Chia Tang and Chen-Hao Liu
Two-sided effects of customer participation: roles of relationships and social-interaction values in social services pp. 621-640 Downloads
Cheol Park, Heejung Lee, Jongkun Jun and Thaemin Lee

Volume 12, issue 2, 2018

Strategic alternatives for tourism companies to overcome times of crisis pp. 229-251 Downloads
Kerstin Bremser, María del Mar Alonso-Almeida and Josep Llach
Study abroad programs as a service convergence: an international marketing approach pp. 253-275 Downloads
M. Minsuk Shin, Eun Jeong Noh and Jiwon Lee
The effect of service providers’ facial hair on restaurant customers’ perceptions pp. 277-303 Downloads
Sung-Bum Kim, Seunghwan Lee and Dae-Young Kim
Psychological contract breach and service innovation behavior: psychological capital as a mediator pp. 305-329 Downloads
Taegoo Terry Kim, Osman M. Karatepe and Gyehee Lee
How to explain service failure? Impacts of justifications pp. 331-356 Downloads
WeiWei Chen and Hsiao-Ching Lee
Creating a commercially compelling smart service encounter pp. 357-377 Downloads
Tseng-Lung Huang
Consumer psychological reactance to coalition loyalty program: price-consciousness as a moderator pp. 379-402 Downloads
Hsin Hsin Chang and Kit Hong Wong
A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults pp. 403-433 Downloads
Suk Bong Choi and Jin Min Kim
Optimal baggage sorting rule to reduce waiting time in baggage claim pp. 435-451 Downloads
Changhee Kim, Hongsuk Yang and Soo Wook Kim

Volume 12, issue 1, 2018

Antecedents of customer participation in business ecosystems: evidence of customers’ psychological ownership in Facebook pp. 1-23 Downloads
Jaehun Joo and Azizbek Marakhimov
A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment pp. 25-64 Downloads
Francisco Liébana-Cabanillas, Francisco Muñoz-Leiva and J. Sánchez-Fernández
From fantasy to reality: a study of pre-trip planning from the perspective of destination image attributes and temporal psychological distance pp. 65-84 Downloads
Wee-Kheng Tan
Online travel information value and its influence on the continuance usage intention of social media pp. 85-120 Downloads
Heejin Jung, Gyehee Lee, Kyungsuk Hur and Taegoo Terry Kim
Alleviating job stress to improve service employee work affect: the influence of rewarding pp. 121-141 Downloads
Ayşe Banu Elmadağ and Alexander E. Ellinger
A model of collaborative innovation between local government and tourism operators pp. 143-168 Downloads
C. Pons-Morera, L. Canós-Darós and I. Gil-Pechuan
Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel pp. 169-201 Downloads
Jen-Son Cheng, Yong Xiang, Peter J. Sher and Chia-Wei Liu
Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data pp. 203-227 Downloads
Min-Jun Kim, Chie-Hyeon Lim, Chang-Ho Lee, Kwang-Jae Kim, Yongsung Park and Seunghwan Choi

Volume 11, issue 4, 2017

The role of other customers during self-service technology failure pp. 695-715 Downloads
Youjae Yi and Seo Young Kim
Efficiency of travel agency franchises: a study in Spain pp. 717-739 Downloads
José M. Ramírez-Hurtado and Ignacio Contreras
Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu pp. 741-766 Downloads
Zhenzhong Guan, Na Zhao and Panpan Hao
The effect of organizational responses to service failures on customer satisfaction perception pp. 767-784 Downloads
Millissa F. Y. Cheung and Wai Ming To
Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction pp. 785-802 Downloads
Hyo Sun Jung and Hye Hyun Yoon
Effects of social media on consumers’ purchase decisions: evidence from Taobao pp. 803-829 Downloads
Kee-Young Kwahk and Byoungsoo Kim
Predicting direct marketing response in banking: comparison of class imbalance methods pp. 831-849 Downloads
Vera L. Miguéis, Ana S. Camanho and José Borges
Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? pp. 851-870 Downloads
Oznur Ozkan Tektas
When customers want to become frontline employees: an exploratory study of decision factors and motivation types pp. 871-900 Downloads
Chen-Ya Wang, Priyanko Guchait, Cheng-Hsin Chiang and Wan-Ting Weng

Volume 11, issue 3, 2017

A learning-oriented decision-making process for real estate brokerage service evaluation pp. 453-474 Downloads
Fernando A. F. Ferreira, Ronald W. Spahr, Mark A. Sunderman, Audrius Banaitis and João J. M. Ferreira
Market value analysis of a Chinese e-commerce holding group: a multicriteria approach pp. 475-490 Downloads
J. F. Juliá-Igual, R. Cervelló-Royo and I. Berné-Lafuente
HEALTHQUAL: a multi-item scale for assessing healthcare service quality pp. 491-516 Downloads
DonHee Lee
Corporate social responsibility and bank risk profile: evidence from Europe pp. 517-542 Downloads
Nicolás Gambetta, María Antonia García-Benau and Ana Zorio-Grima
Aggregate consumer ratings and booking intention: the role of brand image pp. 543-562 Downloads
Ana B. Casado-Díaz, Leonor M. Pérez-Naranjo and Ricardo Sellers-Rubio
Effect of information management capability on organizational performance pp. 563-580 Downloads
Carlos Devece, Daniel Palacios and David Martinez-Simarro
Innovation and corporate entrepreneurship in service businesses pp. 581-600 Downloads
Maria de Lurdes Calisto and Soumodip Sarkar
The evaluation factors of adopting SoLoMo services: the hybrid fuzzy MCDM approach pp. 601-629 Downloads
Heng-Li Yang and Shiang-Lin Lin
Triggering the internationalization of Malaysian quantity surveying firms pp. 631-663 Downloads
Chen Wang, Lincoln C. Wood, Hamzah Abdul-Rahman and Han Biao Ng
Leader political skill and casino dealer morale: the mediating role of follower perceptions of leader–member exchange pp. 665-692 Downloads
Taegoo Terry Kim, Osman M. Karatepe, Gyehee Lee and Choong-Ki Lee
Erratum to: Study abroad programs as a service convergence: an international marketing approach pp. 693-693 Downloads
M. Minsuk Shin, Eun Jeong Noh and Jiwon Lee

Volume 11, issue 2, 2017

Antecedents of participation in online brand communities and their purchasing behavior consequences pp. 229-251 Downloads
Abeer A. Mahrous and Abdelhamid K. Abdelmaaboud
The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service pp. 253-277 Downloads
Le Nguyen Hau, Pham Ngoc Tram Anh and Pham Ngoc Thuy
Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach pp. 279-297 Downloads
Aejoo Lee, Ki-Joon Back and JungKun Park
Restaurant franchising and top management team pp. 299-319 Downloads
Joonho Moon, Amit Sharma and Won Seok Lee
Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth pp. 321-343 Downloads
Rodolfo Vázquez-Casielles, Víctor Iglesias and Concepción Varela-Neira
Contingent effects of firm and employee reputations on professional advice adoption pp. 345-373 Downloads
Eugene Soon Lee Kang and Shun Yin Lam
Online determinants of e-customer satisfaction: application to website purchases in tourism pp. 375-403 Downloads
Hélia Gonçalves Pereira, Maria Fátima Salgueiro and Paulo Rita
Value-in-context in crowdfunding ecosystems: how context frames value co-creation pp. 405-425 Downloads
María José Quero, Rafael Ventura and Carol Kelleher
Developing a quality prioritization procedure for IPTV service pp. 427-449 Downloads
Wan Seon Shin, Ho-Kyoung Lee, Kwang-Jae Kim and Byung Chung
Erratum to: Key success factors for mobile app platform activation pp. 451-451 Downloads
Sang M. Lee, Na Rang Kim and Soon Goo Hong

Volume 11, issue 1, 2017

Franchisor market power and control rights in franchise systems: the case of Major League Baseball versus the Los Angeles Dodgers pp. 1-21 Downloads
Richard S. Brown
Does quality management improve performance or vice versa? Evidence from the hotel industry pp. 23-43 Downloads
Juan José Tarí, Jorge Pereira-Moliner, Eva M. Pertusa-Ortega, María D. López-Gamero and José F. Molina-Azorín
Open innovation and growth in IT sector pp. 45-68 Downloads
Anna-Leena Asikainen and Giovanni Mangiarotti
The effect of self-checkout quality on customer satisfaction and repatronage in a retail context pp. 69-92 Downloads
Teresa Fernandes and Rui Pedroso
The effects of perceived value on loyalty: the moderating effect of market orientation adoption pp. 93-116 Downloads
Ana Isabel Polo Peña, Dolores María Frías Jamilena and Miguel Ángel Rodríguez Molina
Customer-to-customer interactions on customer citizenship behavior pp. 117-139 Downloads
Jin Ho Jung and Jay Jaewon Yoo
Development of a scale to measure the quality of mobile location-based services pp. 141-159 Downloads
Jun-Yeon Heo and Kwang-Jae Kim
Designing a tool for service-dominant strategies using action design research pp. 161-189 Downloads
Egon Lüftenegger, Marco Comuzzi and Paul W. P. J. Grefen
The identification of new service opportunities: a case-based morphological analysis pp. 191-206 Downloads
Hakyeon Lee, Hyunju Seol, Hyejong Min and Youngjung Geum
Key success factors for mobile app platform activation pp. 207-227 Downloads
Sang M. Lee, Na Rang Kim and Soon Goo Hong
Page updated 2018-12-15