The Service Industries Journal

1997 - 2025

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

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Volume 31, issue 16, 2010

Editorial pp. 2633-2637

Gary Akehurst

Introduction pp. 2639-2640

Domingo Ribeiro Soriano

Intellectual capital and new product sale performance of the financial services industry in Taiwan pp. 2641-2659

Shu-Hua Chien and Min-Chih Chao

Technical efficiency and human capital in the retail sector pp. 2661-2676

Vania Sena

The core-customer concept pp. 2677-2692

Christina Öberg

Determinants of efficiency in South East Asian banking pp. 2693-2719

Edward Gardener, Philip Molyneux and Hoai Nguyen-Linh

Empirical study of destination loyalty and its antecedent: the perspective of place attachment pp. 2721-2739

Hung-Jen Su, Kong-Fah Cheng and Hui-Hsiung Huang

Process of customer interaction during new service development in an emerging country pp. 2741-2756

Intekhab (Ian) Alam

Volume 31, issue 15, 2010

Special issue: Consumer behaviour analysis and services pp. 2507-2513

Victoria K. Wells and Gordon R. Foxall

Mapping impulse buying: a behaviour analysis framework for services marketing and consumer research pp. 2515-2528

Sarah Hong Xiao and Michael Nicholson

Consumer behaviour analysis and social marketing practice pp. 2529-2542

Michael Nicholson and Sarah Hong Xiao

The behavioural economics of neutral and upward sloping demand curves in retailing pp. 2543-2558

Valdimar Sigurdsson, Nils Magne Larsen and Didrik Gunnarsson

What consumers say and do: planned and actual amounts bought in relation to brand benefits pp. 2559-2570

Rafael Barreiros Porto, Jorge Mendes de Oliveira-Castro and Diogo Conque Seco-Ferreira

Effects of background music on consumer behaviour: behavioural account of the consumer setting pp. 2571-2585

Diogo Conque Seco Ferreira and Jorge Mendes Oliveira-Castro

An in-store experimental analysis of consumers' selection of fruits and vegetables pp. 2587-2602

Valdimar Sigurdsson, Nils Magne Larsen and Didrik Gunnarsson

A study of preferences in a simulated online shopping experiment pp. 2603-2615

Asle Fagerstrøm, Erik Arntzen and Gordon R. Foxall

Consumer consideration of non-deceptive counterfeit goods: a contingency matrix approach pp. 2617-2631

Sarah Hong Xiao and Michael Nicholson

Volume 31, issue 14, 2010

Introduction pp. 2289-2291

Domingo Ribeiro Soriano

The changing geography of globalized service provision, 2000--2008 pp. 2293-2307

Heidi Hanssens, Ben Derudder, Peter J. Taylor, Michael Hoyler, Pengfei Ni, Jin Huang, Xiaolan Yang and Frank Witlox

Reliability evaluation of healthcare services by assessing the technical efficiency pp. 2309-2319

Caglar S. Aksezer

Objective quality and business performance in service environments: moderating effects of entrepreneurs' knowledge and involvement pp. 2321-2354

Rosa M. Hernández-Maestro and Óscar González-Benito

Service climate and employee service performance: exploring the moderating role of job stress and organizational identification pp. 2355-2372

Ruo Yong Zhang, Xin Mei Liu, Hai Zhen Wang and Li Shen

Using fuzzy AHP and VIKOR for benchmarking analysis in the hotel industry pp. 2373-2389

Hsin-Pin Fu, Kuo-Kuang Chu, Pei Chao, Hung-Hsuan Lee and Yen-Chun Liao

A unifying view of goods and services supply chain management pp. 2391-2410

Tarikere T. Niranjan and Miles Weaver

External shocks and efficiency changes in the US airline industry pp. 2411-2435

SooCheong (Shawn) Jang, Kyuwan Choi and Kyuseok Lee

Parent control mechanisms, knowledge attributes, knowledge acquisition and performance of IJVs in Taiwan service industries pp. 2437-2453

Chi-Cheng Lee, Fu-Sheng Tsai and Lian Chun Lee

Benchmarking Indian banks using DEA in post-reform period: a progressive time-weighted mean approach pp. 2455-2485

Mukesh Kumar and Charles Vincent

Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study pp. 2487-2505

Uchenna Paschal Anosike and Riyad Eid

Volume 31, issue 13, 2010

Introduction pp. 2067-2069

Domingo Ribeiro Soriano

The impact of service innovation on firm-level financial performance pp. 2071-2090

Tor Helge Aas and Per Egil Pedersen

An examination of cross-border strategies in banking pp. 2091-2109

John Barry Howcroft, Rehan ul-Haq and Chris Carr

Are large banks less risky? pp. 2111-2116

Chun-Nan Chen, Leon Li, Yi Chou, Li-Ling Chen and Wan-Ru Liou

Efficiency and total factor productivity change of Malaysian commercial banks pp. 2117-2143

Mariani Abdul-Majid, David Saal and Giuliana Battisti

Evaluating the optimal occupancy rate, operational efficiency, and profitability efficiency of Taiwan's international tourist hotels pp. 2145-2162

Yung-Ho Chiu and Chin-Wei Huang

An examination of the effects of virtual experiential marketing on online customer intentions and loyalty pp. 2163-2191

Margaret Meiling Luo, Ja-Shen Chen, Russell K.H. Ching and Chu-Chi Liu

A generalized theoretical modelling approach for the assessment of economic-capital under asset market liquidity risk constraints pp. 2193-2221

Mazin A.M. Al Janabi

Driving dynamic knowledge articulation and dynamic capabilities development of service alliance firms pp. 2223-2242

Po-Yen Lee, Hung-Hsin Chen and Yi-Hwan Shyr

The HOINCAP scale: measuring intellectual capital in the hotel industry pp. 2243-2272

Taegoo (Terry) Kim, Joanne Jung-Eun Yoo and Gyehee Lee

An exploration of the cognitive-affective model of satisfaction in a shopping context: A test of competing models pp. 2273-2288

Hyunjoo Im and Sejin Ha

Volume 31, issue 12, 2011

Editorial-Creativity and innovation pp. 1903-1905

Marta Peris-Ortiz and Manuel Rodenes Adam

The importance of management innovation and consultant services on ERP implementation success pp. 1907-1919

Rafael Lapiedra, Joaquin Alegre and Ricardo Chiva

Incremental innovation in services through continuous improvement pp. 1921-1930

David Audretsch, Clara Martínez-Fuentes and Manuela Pardo-del-Val

Innovation and creativity in the automobile industry: environmental proposals and initiatives pp. 1931-1942

Colin Williams, Amadeo Fuenmayor and Sonia Dasí

The measurement of perceived value in higher education: a unidimensional approach pp. 1943-1960

Helena Alves

The role of the alliance management capability pp. 1961-1978

Francisco Rocha-Goncalves and Vítor da Conceição Gonçalves

Internationalization patterns in fashion retail distribution: implications for firm results pp. 1979-1993

Alejandro Mollá-Descals, Marta Frasquet-Deltoro and Maria-Eugenia Ruiz-Molina

Rationality, participation and results: the case of the European excellence model in a Spanish services context pp. 1995-2017

M. Teresa Canet-Giner and Francisco Balbastre-Benavent

Innovation in services through learning in a joint venture pp. 2019-2032

Alistair Anderson, María del Mar Benavides-Espinosa and Antonia Mohedano-Suanes

E-corporate social responsibility in socially responsible firms: the case of Spanish firms pp. 2033-2050

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

Exploring working conditions as determinants of job satisfaction: an empirical test among Catalonia service workers pp. 2051-2066

Juan A. Marin-García, Tomas Bonavia and Josep Maria Losilla

Volume 31, issue 11, 2010

Introduction pp. 1699-1701

Domingo Ribeiro Soriano

The elusive effect of bank size on profits pp. 1703-1724

Meng-Wen Wu and Chung-Hua Shen

Healthier for whom? Technological service improvement in the healthcare industry pp. 1725-1747

Yaron Timmor, Talia Rymon and Tali Gal

Part-time restaurant employee perceptions of management practices: An empirical investigation pp. 1749-1768

Abu Elnasr Sobaih, Philip Coleman, Caroline Ritchie and Eleri Jones

Consumer satisfaction and services: insights from dive tourism pp. 1769-1792

Teresa Ince and David Bowen

Pricing of card payment services in Scandinavian banking: a comment pp. 1793-1798

Leo Van Hove

Reply to: pricing of card payment services in Scandinavian banking: a comment, by Leo Van Hove pp. 1799-1807

Magnus Willesson

Conceptualizing and managing service supply chains pp. 1809-1823

Mihalis Giannakis

FMEA-based portfolio approach to service productivity improvement pp. 1825-1847

Youngjung Geum, Juneseuk Shin and Yongtae Park

Operations flexibility and outsourcing benefits: an empirical study in service firms pp. 1849-1870

Daniel Arias-Aranda, Oscar F. Bustinza and Vanesa Barrales-Molina

Risk-adjusted efficiency of the insurance industry: evidence from China pp. 1871-1885

Wei Huang and Joseph C. Paradi

An examination of key factors influencing bancassurance success -- Taiwan and mainland China evidence pp. 1887-1902

Chiang Ku Fan and Chen-Liang Cheng

Volume 31, issue 10, 2010

Tourism services pp. 1561-1566

Miguel-Angel Galindo Martin, Ignacio Gil-Pechuan and Domingo Ribeiro Soriano

Relationship between tourism and economic growth pp. 1567-1572

Edward Nissan, Miguel-Angel Galindo and María Teresa Méndez

Online visibility as a source of competitive advantage for small- and medium-sized tourism accommodation enterprises pp. 1573-1587

Steve Smithson, Carlos Alberto Devece and Rafael Lapiedra

Half a century of mass tourism: evolution and expectations pp. 1589-1601

Rosa María González Tirados

An innovative regime switching model to forecast Taiwan tourism demand pp. 1603-1612

Kun-Huang Huarng, Tiffany Hui-Kuang Yu and Francesc Solé Parellada

How to create information management capabilities through web 2.0 pp. 1613-1625

Fiona Carmichael, Daniel Palacios-Marques and Ignacio Gil-Pechuan

Applicability of global value chains analysis to tourism: issues of governance and upgrading pp. 1627-1643

Pilar Tejada, Francisco J. Santos and Joaquín Guzmán

Cultural compatibility in internal knowledge transfers: an application to hotel chain growth pp. 1645-1657

Desiderio Juan García-Almeida, Mercé Bernardo-Vilamitjana, Esther Hormiga and Jaume Valls-Pasola

Influence of tourist sector structure on motivations of heritage tourists pp. 1659-1668

Luca Secondi, María Leticia Meseguer-Santamaría, Jose Mondéjar-Jiménez and Manuel Vargas-Vargas

What do we know about outsourcing in hotels? pp. 1669-1682

Reyes Gonzalez, Juan Llopis and Jose Gasco

Understanding travel expenditure by means of market segmentation pp. 1683-1698

Bo Svensson, Pilar Moreno and Domingo Martín

Volume 31, issue 9, 2011

Introduction pp. 1381-1383

Domingo Ribeiro Soriano

Impacts of the borrower's attributes, loan contract contents, and collateral characteristics on mortgage loan default pp. 1385-1404

Tyrone Lin, Chia-Chi Lee and Chun-Hung Chen

Strategic alignment and performance: Brazilian companies in the medical diagnostics sector pp. 1405-1427

Vanderli Correia Prieto and Marly Monteiro de Carvalho

Measuring innovation in a ‘low-tech’ service industry: the case of the Dutch hospitality industry pp. 1429-1449

Pim Hertog, Faïz Gallouj and Jeroen Segers

Mimetic isomorphism and its effect on merger and acquisition activities in Taiwanese financial industries pp. 1451-1469

Jen-Jen Tseng and Ping-Hung Chou

Analysing the effect of environmental factors on service performance pp. 1471-1488

Ricardo Sellers and Juan Nicolau

Improving competitiveness through city marketing in Spanish hotels pp. 1489-1503

Juan Gabriel Cegarra Navarro and Aurora Martinez-Martinez

Social responsibility in youth service organizations: Hong Kong evidence pp. 1505-1517

Kris Law

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks pp. 1519-1532

Muslim Amin, Zaidi Isa and Rodrigue Fontaine

Testing for convergence in bank efficiency: a cross-country analysis pp. 1533-1547

Arman Kösedağ, Meltem Denizel and Öznur Özdemir

Bayesian cost efficiency of Luanda, Angola hotels pp. 1549-1559

A. George Assaf and Carlos Barros

Volume 31, issue 8, 2009

Introduction pp. 1191-1193

Domingo Ribeiro Soriano

Reacting to the demands of service work: emotional resistance in the Coaching Inn Company pp. 1195-1217

Peter John Sandiford and Diane Seymour

The preparedness of critical success factors of IT service management and its effect on performance pp. 1219-1235

Ming-Shian Wu, Sun-Jen Huang and Li-Wei Chen

How supermarket chains in Taiwan select suppliers of fresh fruit and vegetables via direct purchasing pp. 1237-1255

Pei-Chun Lin and Liang-Shan Wu

Disentangling sector and status effects in German employment growth pp. 1257-1278

Sabine Klinger and Katja Wolf

Does international specialization in producer services warrant sustainable growth? pp. 1279-1291

Seo Hwan-Joo, Lee Young Soo and Kim HanSung

The effect of trust, channel technology, and transaction type on the adoption of self-service bank channels pp. 1293-1310

Sergios Dimitriadis and Nikolaos Kyrezis

Medical error reduction: the effect of employee satisfaction with organizational support pp. 1311-1325

DonHee Lee, Sang M. Lee and Marc J. Schniederjans

Modelling job stress as a mediating role in predicting turnover intention pp. 1327-1345

Mei-Fang Chen, Chieh-Peng Lin and Gin-Yen Lien

Perceived customer contact centre quality: conceptual foundation and scale development pp. 1347-1363

Zanna van Dun, Josée Bloemer and Jörg Henseler

Mediating and moderating processes in the relation between problem customer perceptions and work--family conflict pp. 1365-1380

Hsiu-Hua Hu, Chin-Tien Hsu, Wen-Ruey Lee, Jui-Huang Chang and Meng-Hui Hsu

Volume 31, issue 7, 2009

Introduction pp. 1011-1014

Domingo Ribeiro Soriano

Exporter performance in the German business services sector pp. 1015-1031

Alexander Vogel

Middle managers' perception of subordinates' customer orientation in the banking sector pp. 1033-1047

Leonidas A. Zampetakis

Developing an effective strategic mix of corporate philanthropy pp. 1049-1062

Namin Kim, EuiSik Cho, Youngchan Kim and Moonkyu Lee

Why do banks join loan syndications? The case of participant banks pp. 1063-1074

Yener Altunbas and Alper Kara

Please smile, the CCTV is running! pp. 1075-1092

Tsung-Chi Liu and Cheng-Feng Chen

Factors affecting successful innovation by content-layer firms in Korea pp. 1093-1107

Junseok Hwang and Seunghyun Kim

Logistics service quality and buyer--customer relationships: the moderating role of technology in B2B and B2C contexts pp. 1109-1123

Irene Gil-Saura and Maria Eugenia Ruiz-Molina

Similarities and differences between self-assessment approaches in public services in higher education institutions pp. 1125-1142

Juan José Tarí

Liberalisation, privatisation and the productivity of Egyptian banks: a non-parametric approach pp. 1143-1163

Meryem Duygun Fethi, Mohamed Shaban and Thomas Weyman-Jones

Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use pp. 1165-1190

Joaquín Aldás, Carla Ruiz-Mafe, Silvia Sanz-Blas and Carlos Lassala-Navarré

Volume 31, issue 6, 2009

Introduction pp. 847-849

Domingo Ribeiro Soriano

The effect of corporate reputations on customer perceptions and cross-buying intentions pp. 851-862

Shih-Ping Jeng

A re-examination of the antecedents and impact of customer participation in service pp. 863-876

Cedric Hsi-Jui Wu

Evaluating cultural industries: investigating visitors' satisfaction in theatres pp. 877-895

Sabine Boerner, Volker Moser and Johanna Jobst

Entrepreneurial orientation, access to financial resources, and product performance in the Greek commercial TV industry pp. 897-910

Leonidas A. Zampetakis, Melina Vekini and Vassilis Moustakis

Personal ties, reciprocity, competitive intensity, and performance of the strategic alliances in Taiwan's travel industry pp. 911-928

Sheng-Hshiung Tsaur and Chih-Hung Wang

Identifying key factors affecting consumers' choice of wealth management services: an AHP approach pp. 929-939

Vincent F. Yu and Hsiu-I Ting

A pragmatic service typology: capturing the distinctive dynamics of services in time and space pp. 941-957

Johannes Glückler and Ingmar Hammer

Airline catering service operation, schedule nervousness and collective efficacy on performance: Hong Kong evidence pp. 959-973

Kris M.Y. Law

Dealer spread and portfolio selection under price risks: evidence from the gold service industry pp. 975-996

Jin-Ray Lu

Founding scale and survival: double-edged effects of corporate sponsorship pp. 997-1009

Hsien-Jui Chung, Hsuan Lo and Chun-Chung Chen

Volume 31, issue 5, 2009

Introduction pp. 657-660

Domingo Ribeiro Soriano

Dynamics of experience service innovation: innovation as a guided activity -- results from a Danish survey pp. 661-677

Lars Fuglsang, Jon Sundbo and Flemming Sørensen

Whiteness, ethnic minorities and advertising in travel brochures pp. 679-693

Dawn Burton and Mary Klemm

Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach pp. 695-711

Cheng-Ru Wu, Chin-Tsai Lin and Pei-Hsuan Tsai

Service quality control mechanisms in franchise networks pp. 713-723

Roberto Sánchez Gómez, Isabel Suarez-Gonzalez and Luis Vazquez Suárez

Productivity growth and cyclical behaviour in service industries: the Spanish case pp. 725-745

Andrés Maroto-Sánchez

Organisational rigidities and marketing theory: examining the US department store c.1910--1965 pp. 747-770

Steve Wood

Using the theory of planned behaviour to predict public sector training participation pp. 771-790

Yen-Yin Ho, Hsien-Tang Tsai and Jen-der Day

Study on the relations among the customer knowledge management, learning organization, and organizational performance pp. 791-807

Chich-Jen Shieh

Antecedents of consumers' time perceptions in a hypermarket retailer pp. 809-828

Ivan-Damir Anić, Sonja Radas and Joseph C. Miller

Bootstrapped Malmquist indices of Australian airports pp. 829-846

A. Assaf

Volume 31, issue 4, 2010

Introduction pp. 509-512

Markus Scheuer

Determinants of the export behaviour of German business services companies pp. 513-526

Alexander Eickelpasch and Alexander Vogel

Implementation and effectiveness of strategic actions used to reduce customer variability pp. 527-544

Ching-Chow Yang

Managing service subsidiaries through an innovation perspective: a case of standard interpretation in multinational hotels pp. 545-558

Sawitree Sutthijakra

Public--private partnership and regional productivity in the UK pp. 559-580

José Luis Navarro-Espigares and José Aureliano Martín-Segura

The balance between bricolage and innovation: management dilemmas in sustainable public innovation pp. 581-595

Lars Fuglsang and Flemming Sørensen

Services in the Detroit regional economy: implications for a city in transition pp. 597-612

Ellen D. Harpel

Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises pp. 613-628

Ayham A.M. Jaaron and Chris J. Backhouse

Revenue creation: business models for product-related services in international markets -- the case of Zwick GmbH & Co. KG pp. 629-641

Daniel Zähringer, Jochen Niederberger, Knut Blind and Alexander Schletz

Influence of entry modes and relationship modes on business services internationalisation pp. 643-656

Jean Philippe and Pierre-Yves Léo

Volume 31, issue 3, 2008

Introduction pp. 323-326

Domingo Ribeiro Soriano

Oiling global capital accumulation: analysing the principles, practices, and geographical distribution of Islamic financial services pp. 327-341

David Bassens, Ben Derudder and Frank Witlox

A longitudinal study of online non-relationship intentions pp. 343-354

Hong-Youl Ha and Swinder Janda

An exploration of the service orientation discrepancy phenomenon in a public sector context pp. 355-370

Barbara Caemmerer and Alan Wilson

Older consumer opportunities: small firm response in a selected group of UK service sector markets pp. 371-384

Ian Chaston

Efficiency and quality in health services: a crucial link pp. 385-403

José Luis Navarro-Espigares and Elisa Hernández Torres

A strategic analysis of volunteer tourism organisations pp. 405-424

Angela Maria Benson and Steven Henderson

The role of service innovation and customer experience in ethnic restaurants pp. 425-440

Ching-Shu Su

Prediction of hotel bankruptcy using support vector machine, artificial neural network, logistic regression, and multivariate discriminant analysis pp. 441-468

Soo Y. Kim

Mechanism design in an integrated approach towards revenue management: the case of Empress Cruise Lines pp. 469-482

Irene Ng and Nick K.T. Yip

Distributed product knowledge service: model and system framework pp. 483-508

Yuh-Jen Chen, Yuh-Min Chen and Meng-Sheng Wu

Volume 31, issue 2, 2008

Introduction pp. 133-135

Domingo Ribeiro Soriano

Internal labour markets as a strategic tool: A comparative study of UK and Chinese hotels pp. 137-152

Ron Fisher and Ruth McPhail

Which works better: public choice or social choice? pp. 153-168

Runtian Jing and Yao Li

Understanding the ‘retail revolution’ in urban China: a survey of retail formats in Beijing pp. 169-194

Enru Wang

The rise of super-elite law firms: towards global strategies pp. 195-213

Susan Segal-Horn and Alison Dean

New financial service development for banks in Taiwan based on customer needs and expectations pp. 215-236

Wen-Hsien Tsai, Wei Hsu and Thomas W. Lin

Capital structure and cost efficiency in the Taiwanese banking industry pp. 237-249

Tsai-Lien Yeh

SME growth in the service sector: A taxonomy combining life-cycle and resource-based theories pp. 251-271

João José Matos Ferreira, Susana Garrido Azevedo and Rosa Pires Cruz

Customer orientation as a mediator of the influence of locus of control on job performance pp. 273-285

Wan-Jing April Chang and Tung Chun Huang

Trust types, distrust, and performance outcomes in small business relationships: the pharmacy--drug warehouse case pp. 287-309

Ayşe Elif Şengün and S. Nazlı Wasti

Constructing an index for brand equity: a hospital example pp. 311-322

Yu-Che Wang, Kuei-Chu Hsu, Sheng-Hsun Hsu and Po-An J.J. Hsieh

Volume 31, issue 1, 2010

An overview of the service industries' future (priorities: linking past and future) pp. 1-6

Francesc Solé Parellada, Domingo Ribeiro Soriano and Kun-Huang Huarng

Innovation in services industries: current and future trends pp. 7-20

L. M. Castro, Angeles Montoro-Sanchez and Marta Ortiz-De-Urbina-Criado

The innovative future of service industries: (anti-)globalization and commensuration pp. 21-38

Carla C.J.M. Millar and Chong Ju Choi

Which services support research activities at universities? pp. 39-58

Itxaso del-Palacio, Francesc Sole and Jasmina Berbegal

The future of services in a globalized economy pp. 59-78

Edward Nissan, Miguel-Angel Galindo and Maria Teresa Méndez

Internet software and services: past and future pp. 79-89

Kun-Huang Huarng and Tiffany Hui-Kuang Yu

An overview of revenue management in service industries: an application to car parks pp. 91-105

José Guadix, Luis Onieva, Jesús Muñuzuri and Pablo Cortés

Entry mode choice in the internationalisation of the hotel industry: a holistic approach pp. 107-122

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

Culture and purpose of Web 2.0 service adoption: a study in the USA, Korea and Spain pp. 123-131

SeongBae Lim and Daniel Palacios-Marques