Service Business

2007 - 2025

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

From:
Springer
Pan-Pacific Business Association
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Volume 11, issue 4, 2017

The role of other customers during self-service technology failure pp. 695-715

Youjae Yi and Seo Young Kim

Efficiency of travel agency franchises: a study in Spain pp. 717-739

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

Zhenzhong Guan, Na Zhao and Panpan Hao

The effect of organizational responses to service failures on customer satisfaction perception pp. 767-784

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

Hyo Sun Jung and Hye Hyun Yoon

Effects of social media on consumers’ purchase decisions: evidence from Taobao pp. 803-829

Kee-Young Kwahk and Byoungsoo Kim

Predicting direct marketing response in banking: comparison of class imbalance methods pp. 831-849

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

Oznur Ozkan Tektas

When customers want to become frontline employees: an exploratory study of decision factors and motivation types pp. 871-900

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

Fernando A. F. Ferreira, Ronald W. Spahr, Mark A. Sunderman, Audrius Banaitis and Joao Ferreira

Market value analysis of a Chinese e-commerce holding group: a multicriteria approach pp. 475-490

J. F. Juliá-Igual, R. Cervelló-Royo and I. Berné-Lafuente

HEALTHQUAL: a multi-item scale for assessing healthcare service quality pp. 491-516

DonHee Lee

Corporate social responsibility and bank risk profile: evidence from Europe pp. 517-542

Nicolás Gambetta, María Antonia García-Benau and Ana Zorio-Grima

Aggregate consumer ratings and booking intention: the role of brand image pp. 543-562

Ana B. Casado-Díaz, Leonor M. Pérez-Naranjo and Ricardo Sellers-Rubio

Effect of information management capability on organizational performance pp. 563-580

Carlos Devece, Daniel Palacios and David Martinez-Simarro

Innovation and corporate entrepreneurship in service businesses pp. 581-600

Maria de Lurdes Calisto and Soumodip Sarkar

The evaluation factors of adopting SoLoMo services: the hybrid fuzzy MCDM approach pp. 601-629

Heng-Li Yang and Shiang-Lin Lin

Triggering the internationalization of Malaysian quantity surveying firms pp. 631-663

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

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

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

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

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

Aejoo Lee, Ki-Joon Back and JungKun Park

Restaurant franchising and top management team pp. 299-319

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

Rodolfo Vázquez-Casielles, Víctor Iglesias and Concepción Varela-Neira

Contingent effects of firm and employee reputations on professional advice adoption pp. 345-373

Eugene Soon Lee Kang and Shun Yin Lam

Online determinants of e-customer satisfaction: application to website purchases in tourism pp. 375-403

Hélia Gonçalves Pereira, Maria Fátima Salgueiro and Paulo Rita

Value-in-context in crowdfunding ecosystems: how context frames value co-creation pp. 405-425

María José Quero, Rafael Ventura and Carol Kelleher

Developing a quality prioritization procedure for IPTV service pp. 427-449

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

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

Richard S. Brown

Does quality management improve performance or vice versa? Evidence from the hotel industry pp. 23-43

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

Anna-Leena Asikainen and Giovanni Mangiarotti

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context pp. 69-92

Teresa Fernandes and Rui Pedroso

The effects of perceived value on loyalty: the moderating effect of market orientation adoption pp. 93-116

Ana Isabel Polo Peña, Dolores María Frías Jamilena and Miguel Ángel Rodríguez Molina

Customer-to-customer interactions on customer citizenship behavior pp. 117-139

Jin Ho Jung and Jay Jaewon Yoo

Development of a scale to measure the quality of mobile location-based services pp. 141-159

Jun-Yeon Heo and Kwang-Jae Kim

Designing a tool for service-dominant strategies using action design research pp. 161-189

Egon Lüftenegger, Marco Comuzzi and Paul W. P. J. Grefen

The identification of new service opportunities: a case-based morphological analysis pp. 191-206

Hakyeon Lee, Hyunju Seol, Hyejong Min and Youngjung Geum

Key success factors for mobile app platform activation pp. 207-227

Sang M. Lee, Na Rang Kim and Soon Goo Hong

Volume 10, issue 4, 2016

Translating satisfaction determination from health care to the automotive industry pp. 651-685

Stefan Meinzer, Johann Prenninger, Patrick Vesel, Johannes Kornhuber, Judith Volmer, Joachim Hornegger and Björn M. Eskofier

Corporate identity management in the banking sector: effects on employees’ identification, identity attractiveness, and job satisfaction pp. 687-714

Rafael Bravo, Jorge Matute and José M. Pina

Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty pp. 715-735

Alev Kocak Alan, Ebru Tumer Kabadayi and Cengiz Yilmaz

How hotels compete on the basis of competitive priorities and their relationship with infrastructural and structural decisions pp. 737-773

Tomás F. Espino-Rodríguez

Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses pp. 775-798

Bomi Song, Changyong Lee, Byungun Yoon and Yongtae Park

Self-service innovativeness scale: introduction, development, and validation of scale pp. 799-822

Arun Kumar Kaushik and Zillur Rahman

Tourists’ participation and preference-related belief in co-creating value of experience: a nature-based perspective pp. 823-846

Che-Jen Su, Anne-Marie Lebrun, Patrick Bouchet, Jun-Ren Wang, Nicolas Lorgnier and Jin-Hsing Yang

Can complaint-handling efforts promote customer engagement? pp. 847-866

Jesús Cambra-Fierro, Iguácel Melero-Polo and F. Javier Sese

A service innovation framework for start-up firms by integrating service experience engineering approach and capability maturity model pp. 867-916

K. J. Wang, J. Widagdo, Y. S. Lin, H. L. Yang and S. L. Hsiao

Volume 10, issue 1, 2016

Erratum to: Revisiting media selection in the digital era: adoption and usage pp. 261-261

Yunchu Huang, Chang-Gyu Yang, Heon Baek and Sang-Gun Lee