The Service Industries Journal

1997 - 2025

Current editor(s): Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

From Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().

Access Statistics for this journal.
Is something missing from the series or not right? See the RePEc data check for the archive and series.

Volume 32, issue 16, 2012

Performance in franchising: the effects of different management styles pp. 2507-2525

Marta Peris-Ortiz, Michael Willoughby and Carlos Rueda-Armengot

The link between innovation and productivity in Estonia's services sector pp. 2527-2541

Jaan Masso and Priit Vahter

Location decisions of new ‘Knowledge Intensive Service Activity’ firms: the rural--urban divide pp. 2543-2563

Yancy Vaillant, Esteban Lafuente and Christian Serarols

Antecedents and consequences of flight attendants' job satisfaction pp. 2565-2584

YuKyoung Kim and Ki-Joon Back

An independent assessment of the unidimensionality, reliability, validity and factor structure of the LibQUAL+™ scale pp. 2585-2605

Miguel Morales, Riadh Ladhari, Javier Reynoso, Rosario Toro and Cesar Sepulveda

The role of international tourist perceptions of brand equity and travel intention in culinary tourism pp. 2607-2621

Jeou-Shyan Horng, Chih-Hsing (Sam) Liu, Hsin-Yu Chiu and Chang-Yen Tsai

Productivity of travel agencies in Spain: the case of Alicante pp. 2623-2640

Ramon Fuentes and Alberto Alvarez-Suarez

Globalization and financial sector's net-interest margins: do specialization and ownership make a difference? pp. 2641-2675

Fadzlan Sufian

Should management consultants charge clients on a contingency basis for merger and acquisition work? pp. 2677-2689

Richard Connell and Tatiana Zalan

Volume 32, issue 15, 2012

Guest Editorial pp. 2343-2346

David Audretsch, Robert Blackburn and Domingo Ribeiro

Caring for older people: an analysis of the small business sector pp. 2347-2363

Amadeo Fuenmayor, Rafael Granell and Mª Ángeles Tortosa

Barriers to outsourcing household services to small business pp. 2365-2377

Colin Williams, Jan Windebank and Sara Nadin

E‐corporate social responsibility in small non‐profit organisations: the case of Spanish ‘Non Government Organisations’ pp. 2379-2398

Raquel Puentes, Adoración Mozas, Enrique Bernal and Rafael Chaves-Avila

The business plan as a project: an evaluation of its predictive capability for business success pp. 2399-2420

Rafael Fernández-Guerrero, Lorenzo Revuelto-Taboada and Virginia Simón-Moya

Efficiency analysis of small franchise enterprises through a DEA metafrontier model pp. 2421-2434

Amparo Medal-Bartual, Constantino-Jose Garcia-Martin and Ramon Sala-Garrido

Adoption of enterprise systems and radio frequency identification among service firms pp. 2435-2443

Rana Mostaghel, Pejvak Oghazi, Hooshang M. Beheshti and Magnus Hultman

Online value creation in small service businesses: the importance of experience valence and personal values pp. 2445-2462

M. Angeles Iniesta-Bonillo, Raquel Sánchez-Fernandez and Amparo Cervera-Taulet

The performance of entrepreneurial small‐ and medium‐sized enterprises pp. 2463-2487

Pedro Carmona, Alexandre Momparler and Clara Gieure

Women entrepreneurship in small service firms: motivations, barriers and performance pp. 2489-2505

Gary Akehurst, Enrique Simarro and Alicia Mas‐Tur

Volume 32, issue 14, 2011

Adjusted expectations, satisfaction and loyalty development pp. 2185-2202

Ramón Rufín, Cayetano Medina and Manuel Rey

Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors pp. 2203-2217

Celso Augusto de Matos, Valter Afonso Vieira and Ricardo Teixeira Veiga

Determinants of early entry: governance choices and syndicate networks in US venture capitals' Internet investments pp. 2219-2232

Chun Yun Cheng

Retail service quality as a key activator of grocery store loyalty pp. 2233-2247

Elisa Martinelli and Bernardo Balboni

The effects of shopping value on retail outcomes: a comparison between department stores and hypermarkets pp. 2249-2263

Hsiu-Hui Chang and Wenchang Fang

Growth and evolution of technical efficiency among entrant versus incumbent firms: the Spanish retail sector pp. 2265-2285

Cristina Suarez and Justo De Jorge

Connecting India: the rise of standards in service offshoring pp. 2287-2305

Jean-Christophe Graz and Nafi Niang

Capacity inefficiencies of teaching and non-teaching hospitals pp. 2307-2328

Sahin Mehmet Gok and Bulent Sezen

Assessment of technology gaps of tourist hotels in productive and service processes pp. 2329-2342

Chen-Hsien Lin, Yung-Ho Chiu and Chin-Wei Huang

Volume 32, issue 13, 2011

Motives for service sabotage: an empirical study of front-line workers pp. 2027-2046

Lloyd C. Harris and Emmanuel Ogbonna

The role of job design and mechanism in motivating feedback-seeking behaviour in transportation service pp. 2047-2057

Jen-Wei Cheng and Kuo-Ming Lu

A modified and extended Triandis model for the enablers--process--outcomes relationship in hotel employees' knowledge sharing pp. 2059-2090

Taegoo (Terry) Kim and Gyehee Lee

Improving business incubator service performance in China: the role of networking resources and capabilities pp. 2091-2114

Dechang Lin, Lincoln Christopher Wood and Qiang Lu

Speeding up ‘New Products and Service Development’ through strategic community creation: case of automaker after-sales services partners pp. 2115-2127

Nouha Taifi and Giuseppina Passiante

An empirical study into the influence of customer satisfaction on customer revenues pp. 2129-2143

Maarten Terpstra, Ton Kuijlen and Klaas Sijtsma

Effects of culinary employees’ role stress on burnout and turnover intention in hotel industry: moderating effects on employees’ tenure pp. 2145-2165

Hyo Sun Jung, Hye Hyun Yoon and Young Joong Kim

Measurement of innovation activities in the knowledge-intensive services industry: a trademark approach pp. 2167-2184

Matthias Gotsch and Christiane Hipp

Volume 32, issue 12, 2011

Customer satisfaction and qualities in public service: an intermediary customer perspective pp. 1883-1900

June-Young Rha

Antecedents of market orientation in semi-public service organizations: a study of Dutch housing associations pp. 1901-1921

Robert A.W. Kok and Paul H. Driessen

Rethinking the theory of the hospital: a knowledge-based view pp. 1923-1936

Chen-Wei Yang, Shih-Chieh Fang and Julia L. Lin

‘Balanced Scorecard’ as an operation-level strategic planning tool for service innovation pp. 1937-1956

Chih-Ming Arthur Luo, Hung-Fan Chang and Chi-Hung Su

Seasonal employees' intention to return and do more than expected pp. 1957-1972

Ellen Alverén, Tommy D. Andersson, Karin Eriksson, Mette Sandoff and Wajda Wikhamn

Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study pp. 1973-1990

Hsien-Tang Ko, Hsi-Peng Lu and Hueiju Yu

The true managerial efficiency of international tourist hotels in Taiwan: three-stage data envelopment analysis pp. 1991-2004

Jonchi Shyu and Sheng-Chieh Hung

Service, investment, and risk management performance in commercial banks pp. 2005-2025

Chih-Ching Yang

Volume 32, issue 11, 2011

Physical and social atmospheric effects in hedonic service consumption: customers' roles at sporting events pp. 1741-1757

Sebastian Uhrich and Martin Benkenstein

Commitment, satisfaction, and customer loyalty: a theoretical explanation of the ‘satisfaction trap’ pp. 1759-1774

Xiaobo Wu, Haojun Zhou and Dong Wu

Balancing the scales: recovering from service failures depends on the psychological distance of consumers pp. 1775-1790

Yuan-shuh Lii, Anurag Pant and Monle Lee

Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’ pp. 1791-1809

Dae-seok Kang, Jim Stewart, Hayeon Kim and Jung-chul Lim

Explaining participation in the self-service economy pp. 1811-1822

Colin Williams, Sara J. Nadin and Jan E. Windebank

An integrated attitude model of self-service technologies: evidence from online stock trading systems brokers pp. 1823-1835

Shu-Fang Liu, Li-Shia Huang and Yu-Hsiu Chiou

Key account management in business-to-business expert organisations: an exploratory study on the implementation process pp. 1837-1852

Satu Nätti and Teea Palo

How to improve organisational results through knowledge management in knowledge-intensive business services pp. 1853-1863

Francisco Lara, Daniel Palacios-Marques and Carlos Alberto Devece

The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context pp. 1865-1882

Hsin-Hui Lin

Volume 32, issue 10, 2012

Challenges and opportunities of internationalization in professional service industries pp. 1589-1592

Gerhard Apfelthaler and Vlad Vaiman

Building global capabilities: A study of globalizing professional service firms pp. 1593-1607

David M. Brock

The internationalisation of small- and medium-sized management consultancies: an exploratory study of key facilitating factors pp. 1609-1621

Brynn Deprey, Lester Lloyd-Reason and Kevin I.N. Ibeh

The broken product chain: rapid paths of service internationalization in terms of the service-dominant logic pp. 1623-1635

Jörg Freiling, Roland Wassermann and Sven M. Laudien

Determinants of export success in professional business services: a qualitative study pp. 1637-1652

Vinh Nhat Lu, Pascale G. Quester, Christopher J. Medlin and Brett Scholz

Modes of foreign entry for professional service firms in multi-partner projects pp. 1653-1666

Stephen Mark Rosenbaum and Tage Koed Madsen

The role of knowledge and learning in the internationalisation of professional service firms pp. 1667-1690

Joanna Scott-Kennel and Zoe von Batenburg

Knowledge-intensive business services: does dual embeddedness matter? pp. 1691-1705

Zhaleh Najafi-Tavani, Axèle Giroud and Rudolf Sinkovics

Convergence or divergence? A comparison of informal consultant--client relationship development practices in Britain, France and Germany pp. 1707-1720

Yvette Taminiau, Mehdi Boussebaa and Liselore Berghman

The impact of professional service firms’ expansion challenges on internationalization processes and performance pp. 1721-1738

Dina M. Abdelzaher

Volume 32, issue 9, 2010

Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction pp. 1415-1432

Pratibha A. Dabholkar and Brian I. Spaid

Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions pp. 1433-1449

Pratibha A. Dabholkar and Xiaojing Sheng

Online relationship avoidance over time pp. 1451-1468

Hong-Youl Ha and Je-Won Lee

Social relationships and knowledge creation: the mediate of critical network position pp. 1469-1488

Chih-Hsing Liu and Jun-You Lin

A combinative model of behavioural and technical factors affecting ‘Mobile’-payment services adoption: an empirical study pp. 1489-1504

Abbas Keramati, Rose Taeb, Arad Mousavi Larijani and Navid Mojir

Determinants of user adoption of web ''Automatic Teller Machines': an integrated model of 'Transaction Cost Theory' and 'Innovation Diffusion Theory' pp. 1505-1525

Yi-Shun Wang, Shun-Cheng Wu, Hsin-Hui Lin, Yu-Min Wang and Ting-Rong He

Determinants of brand equity in cultural organizations: the case of an art exhibition pp. 1527-1549

Carmen Camarero, Maria Jose Garrido-Samaniego and Eva Vicente

Improving the absorptive capacity through unlearning context: an empirical investigation in hospital-in-the-home units pp. 1551-1570

Gabriel Cepeda-Carrion, Juan Gabriel Cegarra Navarro and Eva Martinez-Caro

Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics pp. 1571-1588

Biqing Huang, Ting Wang and Xiao Xue

Volume 32, issue 8, 2010

High-involvement human resource practices, affective commitment, and organizational citizenship behaviors pp. 1209-1227

Yi-Chun Yang

Understanding professionals' reactions to strategic change: the role of threatened professional identities pp. 1229-1245

Annika Schilling, Andreas Werr, Sébastien Gand and Jean-Claude Sardas

Travel agency employees' career commitment and turnover intention during the recent global economic crisis pp. 1247-1264

Young-Gook Kim, Soo Kim and Jung-Lim Yoo

The influence of organisational context on training success in the restaurant industry pp. 1265-1282

Jose Luis Ballesteros and Petra De Saá

How does the learning climate affect customer satisfaction? pp. 1283-1303

Mei-Ling Wang

From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery pp. 1305-1321

Wen-Hai Chih, Kai-Yu Wang, Li-Chun Hsu and I-Shin Cheng

Adherence to customer loyalty programmes and changes in buyer behaviour pp. 1323-1341

Jesús Collado Agudo, Angel Herrero Crespo and Ignacio Rodríguez del Bosque

The determinants of export market performance in Organisation for Economic Co-operation and Development service industries pp. 1343-1354

Hwan-Joo Seo, Young Soo Lee and HanSung Kim

Branding Taiwan for tourism using ‘Decision Making Trial and Evaluation Laboratory’ and ‘Analytic Network Process’ methods pp. 1355-1373

Chun-An Chen, Ming-Huang Lee and Ya-Hui Yang

The performance implications of strategic capital for public leisure providers pp. 1375-1391

Ian Richard Hodgkinson and Paul Hughes

The impact of financial planning designations on financial planner income pp. 1393-1409

Jesse Arman and Joshua Shackman

Volume 32, issue 7, 2012

Internationalization of service industry firms: understanding distinctive characteristics pp. 1007-1010

José Pla-Barber and Pervez N. Ghauri

A stages approach to the internationalization of higher education? The entry of UK universities into China pp. 1011-1038

Xiaoqing Li and Joanne Roberts

Appropriability as the driver of internationalization of service-oriented firms pp. 1039-1056

Pia Hurmelinna-Laukkanen and Paavo Ritala

The internationalization of knowledge-intensive business services: the effect of collaboration and the mediating role of innovation pp. 1057-1075

Alicia Rodríguez and María Jesús Nieto

Acquisition of local market information in international joint ventures: service sectors pp. 1077-1096

Byung Il Park, Kum-Sik Oh and Suk Bong Choi

The internationalization of engineering consulting from a strategy tripod perspective pp. 1097-1119

Elisabeth Krull, Peter Smith and Gloria L. Ge

International franchise expansion of service chains: insights from the Spanish market pp. 1121-1136

Verónica Baena and Julio Cervino

Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry pp. 1137-1148

Cristina Villar, José Pla-Barber and Fidel León-Darder

Internationalization of multinational banks: a study of foreign direct investment in seven Latin American countries pp. 1149-1170

Alejandro Santana Mariscal, Yingying Zhang and Joaquin Lopez Pascual

Strategy and structure of service multinationals and their impact on linkages with local firms pp. 1171-1191

Marcela Miozzo, Mo Yamin and Pervez N. Ghauri

Exploring the effects of international sourcing on manufacturing versus service firms pp. 1193-1207

Andreja Jaklič, J. Ćirjaković and Agnieszka Chidlow

Volume 32, issue 6, 2010

Entrepreneurship and knowledge management in small service-sector firms pp. 845-860

Ian Chaston

Reasons for the expansion in franchising: is it all said? pp. 861-882

Francisco Javier Rondan-Cataluña, Antonio Navarro-Garcia, Enrique Carlos Diez-De Castro and Carlos Javier Rodriguez-Rad

The effects of incentive types and appeal regulatory framing in travel advertising pp. 883-897

Hsuan-Yi Chou and Nai-Hwa Lien

The role of intellectual capital and university technology transfer offices in university-based technology transfer pp. 899-917

Hui-I Feng, Chia-Shen Chen, Chuan-Hung Wang and Hsueh-Chiao Chiang

Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry pp. 919-936

María del Mar Alonso-Almeida, José Miguel Rodríguez-Antón and Luis Rubio-Andrada

Service capabilities and customer relationship management: an investigation of the banks in Taiwan pp. 937-960

Yi-Feng Yang

Gender differences of shoppers in the marketing and management of retail agglomerations pp. 961-980

Christoph Teller and Jennifer A. Thomson

Integrative effects of firms' price and endorsement strategies on consumers' loyalty intention pp. 981-1005

Tsui-Yii Shih

Volume 32, issue 5, 2010

Abusive supervision and frontline employees' service performance pp. 683-698

Zhaoquan Jian, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu and Frederick Hong-kit Yim

The impact of banks and non-bank financial institutions on economic growth pp. 699-717

Hsin-Yu Liang and Alan K. Reichert

Productivity in the services sector: conventional and current explanations pp. 719-746

Andrés Maroto-Sánchez

Technology investments, performance and the effects of size and region in Turkish hospitals pp. 747-771

Ayse Tansel Cetin, Mine Aksu and Gokhan Ozer

Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty pp. 773-787

Wei-Ming Ou, Chia-Mei Shih, Chin-Yuan Chen and Chih-Wei Tseng

Introducing management models in service organisations in developed and developing countries pp. 789-806

Juan José Tarí and Carolina Madeleine

Effects of product quality certification on quality perceptions of stores' own brands pp. 807-820

Hsuan-Hsuan Ku, Po-Jen Wang and Chien-Chih Kuo

A balanced scorecard-based composite measuring approach to assessing the performance of a media outlet pp. 821-843

Mesut Kumru

Volume 32, issue 4, 2011

Guest Editorial: The Resilience of the Global Service Economy pp. 499-502

Patrik Ström

Explanation for public and private service growth in the enlarged EU pp. 503-514

Gisela Di Meglio, Metka Stare and Andreja Jaklič

Why being there is not enough: organized proximity in place-based philanthropy pp. 515-529

Johannes Glückler and Martina Ries

How dynamic capabilities drive performance in the Indian IT industry: the role of information and co-ordination pp. 531-550

Markus Holzweber, Jan Mattsson, Doren Chadee and Revti Raman

Does services offshoring boost productivity? Some Canadian evidence on causation pp. 551-569

C. Michael Wernerheim

The role of the service sector in regional economic resilience pp. 571-590

José Luis Navarro-Espigares, José Aureliano Martín-Segura and Elisa Hernández-Torres

Global sourcing of services versus manufacturing activities: is it any different? pp. 591-604

Peter D. Ørberg Jensen and Bent Petersen

The knowledge-intensive services-regional innovation nexus: a European perspective pp. 605-618

Mercedes Rodriguez, Jose A. Camacho and Jorge Chica-Olmo

Service industries at a crossroads: some fragile assumptions and future challenges pp. 619-639

P.W. Daniels

Services, innovation, employment and organisation: research gaps and challenges for the next decade pp. 641-655

John Bryson, Luis Rubalcaba and Patrik Ström

The service industry research imperative pp. 657-682

William B. Beyers

Volume 32, issue 3, 2010

The effects of customer contact on organizational structure and performance in service firms pp. 337-352

Bruce C. Skaggs and Alexandra Galli-Debicella

The influence of emotions displayed and personal selling on customer behaviour intention pp. 353-366

Edward Shih-Tse Wang, Bi-Kun Tsai, Tzy-Ling Chen and Shu-Chun Chang

The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter? pp. 367-381

Min-Hsin Huang and Zhao-Hong Cheng

Partner identification and selection of joint ventures in international retailing pp. 383-410

Martin Owens, Anna Zueva-Owens and Mark Palmer

The effects of the provision of consulting services on audit reporting quality pp. 411-429

Michael Willoughby, Pedro Carmona and Alexandre Momparler

The causal correlations among market structure, conduct, and performance of the CPA industry pp. 431-450

Chia-Chi Lee

The usage of online tourist information sources in tourist information search: an exploratory study pp. 451-476

Wee-Kheng Tan and Tong-He Chen

Learning from the past and present: measuring Internet banking service quality pp. 477-497

Yu-Lung Wu, Yu-Hui Tao and Pei-Chi Yang

Volume 32, issue 2, 2010

Job quality in the customer contact centre: conceptual foundation and scale development pp. 171-196

Zanna van Dun, Josée Bloemer and Jörg Henseler

The influence of internet customer reviews on the online sales and prices in hotel industry pp. 197-214

Hulisi Öğüt and Bedri Tas

Performance assessment of Nigerian banks pre and post consolidation: evidence from a Bayesian approach pp. 215-229

A. George Assaf, Carlos Barros and Ade Ibiwoye

Investigating the determinants of travel blogs influencing readers' intention to travel pp. 231-255

Hsiu-Yuan Wang

The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective pp. 257-271

Shih-Chieh Chuang, Yin-Hui Cheng, Chai-Jung Chang and Shun-Wen Yang

Seeking efficiency through productisation: a case study of small KIBS participating in a productisation project pp. 273-289

Katriina Valminen and Marja Toivonen

Knowledge-exchange strategies between KIBS firms and their clients pp. 291-320

Réjean Landry, Nabil Amara and David Doloreux

An integrated solution for benchmarking using DEA, gray entropy, and Borda count pp. 321-335

Wei-Wen Wu

Volume 32, issue 1, 2010

Editorial pp. 1-3

Eileen Bridges

Customer orientation as a buffer against job burnout pp. 5-16

Emin Babakus and Ugur Yavas

The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty pp. 17-36

Sang M. Lee, DonHee Lee and Chang-Yuil Kang

Value-driven customer share of visits pp. 37-58

Wansoo Kim, Chihyung Ok and Deborah D. Canter

Moderating role of a priori customer--firm relationship in service recovery situations pp. 59-82

Wansoo Kim, Chihyung Ok and Deborah D. Canter

Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies pp. 83-103

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

The role of customer affection and trust in loyalty rebuilding after service failure and recovery pp. 105-125

Suna La and Beomjoon Choi

A framework for new solution development: an adaptive search perspective pp. 127-149

Bongsug (Kevin) Chae

Multiple stakeholders and middle managers: the role of the hotel financial controller pp. 151-169

Cathy Burgess