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 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

Volume 9, issue 4, 2015

Mediating relationships in and satisfaction with online technologies: communications or features beyond expectations? pp. 587-609

Cayetano Medina, Ramón Rufín and Manuel Rey

Business–nonprofit partnerships: a new form of collaboration in a corporate responsibility and social innovation context pp. 611-636

María Sanzo, Luis Álvarez, Marta Rey and Nuria García

Are firms interested in collaborating with universities? An open-innovation perspective in countries of the South West European Space pp. 637-662

Sara Fernández-López, Braulio Pérez Astray, David Rodeiro Pazos and Nuria Calvo

CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies pp. 663-685

Mª. Oviedo-García, Manuela Vega-Vázquez and Mario Castellanos-Verdugo

From clinical governance through CSR and knowledge sharing to clinical error control pp. 687-709

Luu Tuan

How does the interview change the importance of résumé information in acceptance decisions? An experimental study in the hotel industry pp. 711-732

Che-Jen Su, Nicolas Lorgnier, Jin-Hsing Yang and Seung Oh

National institutions and logistic performance: a path analysis pp. 733-747

Sang-Heui Lee and Jay Wyk

Developing Gamcheon Cultural Village as a tourist destination through co-creation pp. 749-769

Soon-Goo Hong and Hyun-Mi Lee

Negotiating behavior in service outsourcing. An exploratory case study analysis pp. 771-801

M. Saorín-Iborra, Ana Redondo-Cano, Lorenzo Revuelto-Taboada and Éric Vogler

Erratum to: Spending more time with the customer: service providers’ behavioral discretion and call-center operations pp. 803-803

Gil Luria, Iddo Gal and Dana Yagil

Volume 9, issue 3, 2015

Seeking an innovation structure common to both manufacturing and services pp. 361-379

Rafael Cáceres and Joaquin Guzmán

Value network analysis for complex service systems: a case study on Taiwan’s mobile application services pp. 381-407

Juite Wang, Jung-Yu Lai and Li-Chun Hsiao

The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance pp. 409-425

Chongho Lee, Myungsook An and Yonghwi Noh

Spending more time with the customer: service-providers’ behavioral discretion and call-center operations pp. 427-443

Luria Gil, Gal Iddo and Yagil Dana

Organizational empowerment and service strategy in manufacturing pp. 445-462

Yuanqiong He, Hongyi Sun, Kin Lai and Yun Chen

The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention pp. 463-490

Minseok Choi, Kyeongseok Han and Jeongil Choi

Market segmentation variables as moderators in the prediction of business tourist retention pp. 491-513

Magdalena Swart and Gerhard Roodt

Interpersonal service quality of the Chinese: determinants and behavioral drivers pp. 515-540

James Stanworth, Ryan Hsu and Huo-Tsan Chang

Exploring mobile banking services for user behavior in intention adoption: using new hybrid MADM model pp. 541-565

Ming-Tsang Lu, Gwo-Hshiung Tzeng, Hilary Cheng and Chih-Cheng Hsu

A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage pp. 567-586

Sang-Gun Lee, Chang-Gyu Yang, Sin-Bok Lee and Jae-Beom Lee

Volume 9, issue 2, 2015

Service business track at INBAM, Barcelona, 2014 “Service Design and Technology” pp. 183-184

Johan Versendaal and José Merigó

Using customer contact centres as relationship marketing instruments pp. 185-208

Zanna Aa, Josée Bloemer and Jörg Henseler

The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry pp. 209-232

Enrique Bigne, Carla Ruiz, Luisa Andreu and Blanca Hernandez

Innovation management capabilities in rural and urban knowledge intensive business services: empirical evidence pp. 233-256

Cristina Fernandes, Joao Ferreira and Carla Marques

The antecedents and influences of airline loyalty programs: the moderating role of involvement pp. 257-280

Edward Wang, Lily Chen and I. Chen

Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery pp. 281-295

Yong-sook Lee and Woo-jin Shin

Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes pp. 297-320

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

Self-customization of online service environments by users and its effect on their continuance intention pp. 321-342

Youn Kang and Won Lee

Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation pp. 343-360

Aizzat Nasurdin, Noor Ahmad and Cheng Tan

Volume 9, issue 1, 2015

Competition behavior in service frequency for U.S. airlines pp. 1-16

Kuangnen Cheng, Hui-Ping Chen and Jason Lee

Investing in customer loyalty: the moderating role of relational characteristics pp. 17-40

M. Balaji

Shaping innovation in European knowledge-intensive business services pp. 41-55

Christiane Hipp, Jorge Gallego and Luis Rubalcaba

The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies pp. 57-75

María Alonso-Almeida, Llorenç Bagur-Femenías and Josep Llach

Innovation modes and strategies in knowledge intensive business services pp. 77-95

Anna-Leena Asikainen

Developing service innovation capability in the hotel industry pp. 97-113

Ta-Wei Tang, Michael Wang and Ya-Yun Tang

A chance discovery-based approach for new product–service system (PSS) concepts pp. 115-135

Hyunseok Park and Janghyeok Yoon

Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model pp. 137-160

Kanghwa Choi, DonHee Lee and David Olson

Adopting e-finance: decomposing the technology acceptance model for investors pp. 161-182

Alireza Abroud, Yap Choong, Saravanan Muthaiyah and David Fie

Volume 8, issue 4, 2014

Knowledge intensive business services and their impact on innovation in China pp. 479-498

Xing Shi, Yanrui Wu and Dingtao Zhao

The impact of market orientation on patient loyalty: the mediation of relationship quality pp. 499-515

Jin-An Huang, Chi-Shiun Lai, Jer-San Hu and Rhay-Hung Weng

Disability users’ evaluation of the web accessibility of SNS pp. 517-540

Sang Lee, Soon-Goo Hong, Dong-Han An and Hyun-Mi Lee

Employee-owned and capitalist firms: is performance linked to ownership? pp. 541-558

Josefina Fernández-Guadaño

The impact of external environmental on business process management and organizational performance pp. 559-586

Wai Wong, Noor Hazlina Ahmad, Aizzat Mohd. Nasurdin and Marini Mohamad

A consumer value analysis of mobile internet protocol television based on a means-end chain theory pp. 587-613

Hyunsoo Kang, Mincheol Kang, Sora Yoon and Dongju Kim

Antecedents of intention to use CUSS system: moderating effects of self-efficacy pp. 615-634

Lily Chen and Karen Wu

Internationalisation and innovation in the knowledge-intensive business services pp. 635-657

David Doloreux and Anika Laperrière

Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective pp. 659-677

Ching-I Teng, Angela Chen, Hao-Yuan Chang and Ching-Wen Fu

Putting forth marketing competencies strength with collaborating partners in the hotel industry pp. 679-697

Edward Ku

Volume 8, issue 3, 2014

An overview of Web 2.0 social capital: a cross-cultural approach pp. 399-404

Jose Vila and Domingo Ribeiro-Soriano

The impact of Enterprise 2.0 in organizations pp. 405-424

Silvana Trimi and Holta Galanxhi

Determinants of Web 2.0 technologies for knowledge sharing in SMEs pp. 425-438

Pedro Soto-Acosta, Daniel Perez-Gonzalez and Simona Popa

Web 2.0, social capital and work performance in service companies: the employees’ view pp. 439-452

Guillermina Tormo-Carbó, Elies Seguí-Mas and Victor Oltra

It’s never the same: the role of homogeneity in online services pp. 453-464

Ángel Agudo-Peregrina, Félix Pascual-Miguel and Julián Chaparro-Peláez

How socially derived characteristics of technology shape the adoption of corporate Web 2.0 tools for collaboration pp. 465-478

Santiago Iglesias-Pradas, Ángel Hernández-García and Pedro Fernández-Cardador

Volume 8, issue 2, 2014

Performance effects of aligning service innovation and the strategic use of information technology pp. 171-195

Hui-Ling Huang

Complaint, patience, and neglect: responses to a dissatisfying service experience pp. 197-216

Heejung Ro

Determinates of financial behavior: insights into consumer money attitudes and financial literacy pp. 217-238

Tsui-Yii Shih and Sheng-Chen Ke

Moderating effects of the fit between service tangibilization and organizational performance pp. 239-266

Jeongwook Khang, Yung-Mok Yu and Hong-Hee Lee

Performance evaluation of CPA firms in Taiwan from the perspective of industry-specific client groups pp. 267-293

Chia-Chi Lee

A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies pp. 295-312

Seyed Hosseini and Alireza Ziaei Bideh

Managing innovation and creativity in organizations: an empirical study of service industries in Taiwan pp. 313-335

Chung-Jen Wang and Chang-Yen Tsai

Internal and external drivers for quality certification in the service industry: Do they have different impacts on success? pp. 337-354

Juan Tarí, Iñaki Heras-Saizarbitoria and Gavin Dick

The cost (and the value) of customer attire: linking high- and low-end dress styles to service quality and prices offered by service employees pp. 355-373

Iris Vilnai-Yavetz and Shaked Gilboa

How do personality interactions affect service quality? the perspective of processing efficiency theory pp. 375-397

Ching-I Teng and Tzu-Wei Liu

Volume 8, issue 1, 2014

Mobile application service networks: Apple’s App Store pp. 1-27

Jieun Kim, Yongtae Park, Chulhyun Kim and Hakyeon Lee

The product development process of an enterprise from an SSME perspective pp. 29-50

Liang-Chuan Wu and Ivan Shih

The level of innovation among young innovative companies: the impacts of knowledge-intensive services use, firm characteristics and the entrepreneur attributes pp. 51-63

Alicia Mas-Tur and Domingo Ribeiro Soriano

Strategies for ICT product diffusion: the case of the Korean mobile communications market pp. 65-81

Sang-Gun Lee, Eui-bang Lee and Chang-Gyu Yang

Managing internal stakeholders’ views of corporate reputation pp. 83-111

Isabel Olmedo-Cifuentes, Inocencia Martínez-León and Gary Davies

Brand competency as a market segmentation method for brand R&D in the Asian luxury market pp. 113-133

Inwon Kang, Jiwon Lee, Matthew Shin and Geon-Cheol Shin

Impact of national culture on the quality of information delivery in services pp. 135-169

Adelina Gnanlet and H. Yayla-Kullu