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 29, issue 12, 2008

Diversity of innovation patterns in services pp. 1635-1657

Xavier Vence-Deza and Alexandre Trigo

Explaining consumer complaining behaviour in double deviation scenarios: the banking services pp. 1659-1668

Ana B. Casado-Díaz and Juan Nicolau

A new service development integrated model pp. 1669-1686

Yu-Cheng Lee and Jih-Kuang Chen

The impact of brand equity on brand preference and purchase intentions in the service industries pp. 1687-1706

Hsin Hsin Chang and Ya Ming Liu

E-service quality: an internal, multichannel and pure service perspective pp. 1707-1721

José Barrutia, Jon Charterina and Ainhize Gilsanz

Individual attitudes to learning and sharing individual and organisational knowledge in the hospitality industry pp. 1723-1743

Jen-Te Yang

Creating environmental knowledge through ‘green communities’ in the Spanish pharmaceutical industry pp. 1745-1761

Juan Gabriel Cegarra-Navarro, Jose-Rodrigo Cordoba-Pachon and Gonzalo Wandosell Fernandez de Bobadilla

Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers pp. 1763-1778

Jui-Min Li, Jen-Shou Yang and Hsin-Hsi Wu

Service failures and recovery strategies of chain restaurants in Taiwan pp. 1779-1796

Chen-Tsang (Simon) Tsai and Ching-Shu Su

Volume 29, issue 11, 2007

Who are the online grocers? pp. 1479-1489

Tak-Kee Hui and David Wan

Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector pp. 1491-1512

Seung-Kyu Rhee and June-Young Rha

An integrated model of customer social exchange relationship: the moderating role of customer experience pp. 1513-1528

Youjae Yi and Taeshik Gong

Exploration of lead factors affecting service recovery pp. 1529-1546

Wen-Bao Lin

Zone of tolerance for banks: a diagnostic model of service quality pp. 1547-1564

Halil Nadiri, Jay Kandampully and Kashif Hussain

Cross-country comparison of intellectual capital performance of commercial banks in Asian economies pp. 1565-1579

Chaur-Shiuh Young, Hwan-Yann Su, Shih-Chieh Fang and Shyh-Rong Fang

The effects of relational bonds on online customer satisfaction pp. 1581-1595

Yi-Ling Chen and Hung-Chang Chiu

Price dispersion of online air tickets for short distance international routes pp. 1597-1613

Pei-Chun Lin, Chen-Cheng Chen and Mei-Hui Song

Power perceptions and modes of complaining in higher education pp. 1615-1633

Avinandan Mukherjee, Mary Beth Pinto and Neeru Malhotra

Volume 29, issue 10, 2009

Guest Editor's introduction: special issue on a new research agenda for hospitality management pp. 1311-1315

Paul Phillips

The triangular supply chain relationship: labour dispatch agencies, hospitality sector, and flexible workers: the Taiwan experience pp. 1317-1339

Ebrahim Soltani, Pei-Chun Lai, Paul Phillips and Ying-Ying Liao

E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support pp. 1341-1358

Marianna Sigala

The management of post-merger cultural integration: implications from the hotel industry pp. 1359-1375

Mark N.K. Saunders, Levent Altinay and Katharine Riordan

Experience accounting: an accounting system that is relevant for the production of restaurant experiences pp. 1377-1395

Tommy D. Andersson and Mats Carlbäck

How can I drink safely? Perception versus the reality of alcohol consumption pp. 1397-1411

Caroline Ritchie, Felix Ritchie and Richard Ward

Service orientation: antecedents, outcomes, and implications for hospitality research and practice pp. 1413-1435

Chih-Ching Teng and Clayton W. Barrows

The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel pp. 1437-1449

Chien-Wen Tsai

Consumers’ travel website transferring behaviour: analysis using clickstream data-time, frequency, and spending pp. 1451-1463

Jungkun Park and Hoeun Chung

Critical hospitality management research pp. 1465-1478

Peter Lugosi, Paul Lynch and Alison Morrison

Volume 29, issue 9, 2008

Purchased, modified, created: consumer voices in experience gifts pp. 1171-1182

Jackie Clarke

Making customer relationship management work: evidence from the banking industry in Taiwan pp. 1183-1197

Nan-Hong Lin, Wen-Chun Tseng, Yu-Chung Hung and David C. Yen

The dimensions of international hotel employee service attitude and their managerial implications pp. 1199-1214

Chun-Min Kuo

Multi-channel store image and the effects on purchase intention pp. 1215-1230

Ja-Shen Chen, Russell K.H. Ching and Hung Tai Tsou

Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers pp. 1231-1241

Chung-Yu Wang

Demographics, psychographics, price searching and recall in retail shopping pp. 1243-1259

Dungchun Tsai and Hsiao-Ching Lee

Should a lower-price service offer a full-satisfaction guarantee? pp. 1261-1272

Jehn-Yih Wong, Sheng-Hshiung Tsaur and Chih-Hung Wang

Sources of TFP growth in the Malaysian Islamic banking sector pp. 1273-1291

Fadzlan Sufian

Family, life cycle and consumption of services: the Spanish case pp. 1293-1310

Jose A. Camacho and Manuel Hernández-Peinado

Volume 29, issue 8, 2006

An analysis of influences on total financial exclusion pp. 1021-1036

James F. Devlin

Identification of adopter categories for online banking in Turkey pp. 1037-1051

Bahtişen Kavak and Canan Demirsoy

Racial differences in restaurant tipping: A labour process perspective pp. 1053-1075

Zachary W. Brewster and Christine Mallinson

Simultaneous analysis of whether and how long to go on holidays pp. 1077-1092

Juan Nicolau and Francisco J. Más

Physical attractiveness stereotypes and service quality in customer--server encounters pp. 1093-1104

Hsiang-Fei Luoh and Sheng-Hshiung Tsaur

The moderating role of switching barriers on customer loyalty in the life insurance industry pp. 1105-1123

Mei-Fang Chen and Ling-Huei Wang

The smile of the tourist: the relationship between price sensitivity and expenses pp. 1125-1134

Juan Nicolau

Implementing e-business through eListening in the Spanish information technology industry pp. 1135-1149

Juan G. Cegarra-Navarro and Maria Teresa Sánchez-Polo

Emotional and rational motivations for customer loyalty in business-to-business professional services pp. 1151-1169

Barbara Čater and Tomaž Čater

Volume 29, issue 7, 2006

Bank merger and acquisitions activity in the EU: much ado about nothing? pp. 875-886

Catarina Figueira and Joseph Nellis

Emergence of innovations in services pp. 887-902

Marja Toivonen and Tiina Tuominen

Cross-buying evaluations in the retail banking industry pp. 903-922

Tsung-Chi Liu and Li-Wei Wu

An evaluation of ‘fast track’ in A&E: a discrete event simulation approach pp. 923-941

R. S. Maull, P. A. Smart, A. Harris and A. Al-Fatah Karasneh

Strategic groups and performance in the Spanish hotel sector pp. 943-961

Enrique Claver-Cortés, Jorge Pereira-Moliner and José F. Molina-Azorín

Healthcare industry value creation and productivity measurement in an emerging economy pp. 963-975

Syi Su, Mei-Chi Lai and Hao-Chen Huang

The effects of two directions of conflict and facilitation on frontline employees’ job outcomes pp. 977-993

Osman M. Karatepe and Hasan Kilic

CEO cash compensation determinants: an empirical examination of US airlines† pp. 995-1005

Zheng Gu and Hyunjoon Kim

Users' perceptions of the free, virtual-only service experience pp. 1007-1019

Baris Yilmazsoy, Mohammed Saad and Svetlana Cicmil

Volume 29, issue 6, 2006

Realising competitive advantage through HRM in New Zealand service industries pp. 741-760

Vicky Browning, Fiona Edgar, Brendan Gray and Tony Garrett

Accounting for operating environments in measuring water utilities’ managerial efficiency pp. 761-773

Andres Picazo-Tadeo, Francisco González-Gómez and Francisco J. Sáez-Fernández

Perceived value and customer loyalty in financial services pp. 775-789

Juan Carlos Fandos Roig, Sánchez-García Javier and Miguel Ángel Moliner Tena

Spatial spillovers and employment growth in the service sector pp. 791-803

Paul Bishop

Acquisition pattern analysis for evolutionary database marketing pp. 805-812

Leonard Paas

The roles of personality and general ethical judgments in intention to not repay credit card expenses pp. 813-834

Cherng G. Ding, Kuochung Chang and Na-Ting Liu

Evaluating the financial performances of Korean luxury hotels using data envelopment analysis pp. 835-845

Hokey Min, Hyesung Min, Seong Jong Joo and Joungman Kim

How passive ownership restrictions affect the rate of franchisee failure pp. 847-859

Luis Vázquez

Coping with national health insurance: Strategic behaviours of Taiwan’s hospitals pp. 861-873

Kuo-Cherh Huang, Ning Lu, Yi-Hsin Hsu, Mei-Ling Sheu, Che-Ming Yang and Yi-Hua Chen

Volume 29, issue 5, 2009

Testing the effectiveness of the proposed UK ‘competition test’ pp. 569-590

Rebecca Hughes, Alan George Hallsworth and Graham Clarke

Multi-dimensional role of trust in Internet banking adoption pp. 591-605

Shumaila Yousafzai, John Pallister and Gordon Foxall

Customer-driven philosophy in the banking industry under different ownership status: the case of Greece pp. 607-620

Lucas G. Papazissimou and Antonios Georgopoulos

What makes a good citizen in service settings? pp. 621-634

Mei-Ling Wang

An empirical examination of perceived retail crowding, emotions, and retail outcomes pp. 635-652

Jiunn-Ger Tony Li, Jai-Ok Kim and So Young Lee

Assessing performance in services: the travel agency industry pp. 653-667

Ricardo Sellers-Rubio and Juan Nicolau

Service recovery model: the integrated view pp. 669-691

Wen-Bao Lin

Profitability in Portuguese service industries: a panel data approach pp. 693-707

Paulo J. Maçãs Nunes, Zelia Serrasqueiro and Tiago Sequeira

Geographic market entry of Taiwan securities firms pp. 709-721

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

Using involvement for segmenting the adoption of e-commerce in travel pp. 723-739

Miguel Moital, Roger Vaughan and Jonathan Edwards

Volume 29, issue 4, 2008

Service competitiveness and cohesion: an introduction to the special issue pp. 401-405

Mika Kautonen, Peter Daniels and Marie-Christine Monnoyer

Patterns of innovation in knowledge-intensive business services pp. 407-430

Nabil Amara, Réjean Landry and David Doloreux

Innovation in the experience economy: a taxonomy of innovation organisations pp. 431-455

Jon Sundbo

Producer service firms in globalising cities: the example of advertising firms in Stockholm pp. 457-471

Brita Hermelin

Postal services deregulation in the EU, market, social and territorial cohesion issues pp. 473-490

Damien Broussolle

‘Publicity’: policy push in the age of privatisation pp. 491-502

Ilari Karppi and Arto Haveri

Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction pp. 503-521

Yuksel Ekinci and Philip L. Dawes

Optimal size of the financial services industry in Taiwan: a new DEA-option-based merger simulation approach pp. 523-537

Lin Lin and Chieh-Yang Huang

The moderating influence of hedonic consumption in an extended theory of planned behaviour pp. 539-555

Richard Lee, Jamie Murphy and Esther Swilley

Exploring the solution -- the contextual effect on consumer dissatisfaction and innovativeness in financial service companies pp. 557-568

Szu-Chi Yang, Chiayu Tu and Suechin Yang

Volume 29, issue 3, 2007

The construction of local authenticity: an exploration of two service industry cases pp. 249-265

Sara Värlander

An integrated model of customer loyalty: an empirical examination in retailing practice pp. 267-280

Yen-Chun Chen, Yung-Cheng Shen and Shuling Liao

Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary pp. 281-296

Chin-Tsai Lin, Chuan Lee and Wen-Yu Chen

Determinants of industry performance: region vs. country effects in knowledge-intensive service industries pp. 297-316

Yi-Min Chen

Displayed emotions to patronage intention: consumer response to contact personnel performance pp. 317-329

Edward Shih-Tse Wang

Integration and organisational learning capabilities in third-party logistics providers pp. 331-343

Kuo-Chung Shang

Operating performance of European bank mergers pp. 345-366

Ahmad Ismail, Ian Davidson and Regina Frank

A data envelopment analysis on assessing the competitiveness of Korean hotels pp. 367-385

Hokey Min, Hyesung Min and Seong Jong Joo

Pricing of card payment services in Scandinavian banking pp. 387-399

Magnus Willesson

Volume 29, issue 2, 2006

Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study pp. 111-125

Hsin-Hui (Sunny) Hu, Jay Kandampully and Thanika Devi Juwaheer

The attribution of service failures: effects on consumer satisfaction pp. 127-141

Victor Iglesias

Methods for determining areas for improvement based on the design of customer surveys pp. 143-154

Ching-Chow Yang, King-Jang Yang, Tsu-Ming Yeh and Fan-Yun Pai

Competition, agglomeration, and performance of Beijing hotels pp. 155-171

Eric W.K. Tsang and Paul S.L. Yip

Off-shoring in the contact centre industry and employment in the North West of England pp. 173-184

Frank Peck and Ignazio Cabras

An empirical study of evaluating supply chain management integration using the balanced scorecard in Taiwan pp. 185-202

Hsin Hsin Chang

The measurement of the construct satisfaction in higher education pp. 203-218

Helena Alves and Mário Raposo

Gibrat’s law: empirical test of Portuguese service industries using dynamic estimators pp. 219-233

Paulo J. Maçãs Nunes and Zelia Serrasqueiro

Establishment of a performance-evaluation model for service quality in the banking industry pp. 235-247

Shun-Hsing Chen

Volume 29, issue 1, 2008

Editorial pp. 1-7

Jacob Dahl Rendtorff and Jan Mattsson

Basic ethical principles applied to service industries pp. 9-19

Jacob Dahl Rendtorff

An integrative model of care ethics in public innovation pp. 21-34

Lars Fuglsang and Jan Mattsson

Treating threats: the ethical dilemmas of treating threatening patients pp. 35-45

Jeanette Lemmergaard and Sara Louise Muhr

Global retailers and their corporate codes of ethics: the case of Wal-Mart in Germany pp. 47-58

Till Talaulicar

The impacts of ethical sales behaviour on customer loyalty in the life insurance industry pp. 59-74

Mei-Fang Chen and Liang-Hung Mau

Creating and launching a challenger brand: a case study pp. 75-89

Leslie de Chernatony and Susan Louise Cottam

Service quality tolerance in creative business service relationships pp. 91-110

Mark Davies