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 28, issue 10, 2008

Innovation in services -- how different from manufacturing? pp. 1339-1356

Cesaltina Pires, Soumodip Sarkar and Luísa Carvalho

Strategic orientation and performance measurement model in Taiwan's travel agencies pp. 1357-1383

Leo Huang

Is competence set expansion in the information service industry a planned behavior? The moderating effects of action control style pp. 1385-1398

Daniel Y. Shee and Ya-Ling Wu

Managerial approaches towards service quality: the case of three service organisations pp. 1399-1414

Ebrahim Soltani, Pei-Chun Lai, Robert Van Der Meer and Terry M. Williams

Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay pp. 1415-1429

Pratibha A. Dabholkar and Xiaojing Sheng

The impact of implicit and explicit communications on frontline service delivery staff pp. 1431-1443

Ian Lings, Amanda Beatson and Siegfried Gudergan

Revised planning matrix of quality function deployment pp. 1445-1462

Wei-Jaw Deng and Ying-Feng Kuo

Digital music services: consumer intention and adoption pp. 1463-1481

Sze Wan Kwong and Jungkun Park

Influence of innovation on performance: analysis of Spanish service firms pp. 1483-1499

Dioni M. Elche and Ángela González

The influence of customer-to-customer interactions and role typology on customer reaction pp. 1501-1513

Cedric Hsi-Jui Wu

Consumer thoughts, actions, and feelings from within the service experience pp. 1515-1530

David Bowen

Volume 28, issue 9, 2008

What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study pp. 1199-1213

Satu Nätti and Jukka Ojasalo

The impact of manager promotion programs on store performance: evidence from 3C chain stores in Taiwan pp. 1215-1224

Hsuan-Lien Chu and Shuen-Zen Liu

Barriers to ascension to senior management positions in retailing pp. 1225-1245

Adelina Broadbridge

Structural relationships among organisation service orientation, employee service performance, and consumer identification pp. 1247-1263

Cedric Hsi-Jui Wu, Rong-Da Liang, Wei Tung and Ching-Sheng Chang

Female tour leaders as advertising endorsers pp. 1265-1275

Chin-Tsai Lin, Kuo-Ching Wang and Wen-Yu Chen

The choice of control devices in franchise chains pp. 1277-1291

Luis Vázquez

E-customer service capability and value creation pp. 1293-1306

Teck-Yong Eng

An integrative model of customers' perceptions of health care services in Taiwan pp. 1307-1319

Hsiu-Lan Wu, Chang-Yung Liu and Wen-Hsin Hsu

Is empowerment really a contributory factor to service quality? pp. 1321-1337

Akiko Ueno

Volume 28, issue 8, 2008

Growth and poverty in India: emerging dimensions of the tertiary sector pp. 1055-1076

Arup Mitra and Juan Pedro Schmid

Selecting a marketing strategy for private hotels in Taiwan using the analytic hierarchy process pp. 1077-1091

Chin-Tsai Lin and Cheng-Shiung Wu

Complementarities between franchise contract duration and multi-unit propensity in franchise systems pp. 1093-1105

Luis Vázquez

Change and continuity in UK public house retailing pp. 1107-1124

David Preece

Defining the knowledge that an organisation requires to create customer capital from a customer perspective pp. 1125-1140

Juan Gabriel Cegarra-Navarro and Maria Teresa Sánchez-Polo

Influence of restaurants' physical environments on emotion and behavioral intention pp. 1151-1165

Kisang Ryu and Soocheong Jang

Reservation wage levels in UK and German financial services sectors pp. 1167-1182

Duncan Watson and Robert Webb

Marketing strategies of ethnic minority businesses in the UK pp. 1183-1197

Levent Altinay and Eser Altinay

Volume 28, issue 7, 2007

Exploring alternative approaches in service industries: the role of entrepreneurship pp. 877-882

Salvador Roig Dobón and Domingo Ribeiro Soriano

Entrepreneurial failure and discrimination: lessons for small service firms pp. 883-897

Linda B. Samuels, Maheshkumar P. Joshi and Yvonne Demory

The role of entrepreneurial capital in building service reputation pp. 899-917

Eleanor Shaw, Wing Lam and Sara Carter

Exploring the relationship between the human resource management practices and growth in small service firms pp. 919-937

Levent Altinay, Eser Altinay and Judie Gannon

University entrepreneurship centres as service businesses pp. 939-951

Itxaso del-Palacio, Francesc Sole and Joan Manuel Batista-Foguet

Entrepreneurial resource acquisition via personal networks: an empirical study of German start-ups pp. 953-971

Peter Witt, Andreas Schroeter and Christin Merz

Entrepreneurial applications of the lean approach to service industries pp. 973-987

Sang M. Lee, David L. Olson, Sang-Heui Lee, Taewon Hwang and Matt S. Shin

E-commerce entrepreneurship as a national priority: the case of Thailand pp. 989-1001

Nittana Sukasame, Terrence Clifford Sebora and Antonia Mohedano-Suanes

Factors affecting the performance of entrepreneurial service firms pp. 1003-1013

SeongBae Lim, Domingo Ribeiro and Sang M. Lee

Configuration of innovation and performance in the service industry: evidence from the Taiwanese hotel industry pp. 1015-1028

Chun-Yao Tseng, Hui-Yueh Kuo and Shou-Shiung Chou

The client as co-manufacturer and environmental entrepreneur: a research agenda pp. 1029-1040

Beatriz Junquera, Jesús A. del Brío and Esteban Fernández

Beyond ideal-type depictions of entrepreneurship: some lessons from the service sector in England pp. 1041-1053

Colin Williams

Volume 28, issue 6, 2008

Consumer views of self-service technologies pp. 719-732

Lawrence F. Cunningham, Clifford E. Young and James H. Gerlach

Individual differences in price responsiveness within and across food brands pp. 733-753

Jorge M. Oliveira-Castro, Gordon R. Foxall and Victoria K. James

The moderating effects of gender roles on service emotional contagion pp. 755-767

Miao-Que Lin, Li-Shia Huang and Yi-Fang Chiang

Does online relationship marketing enhance customer retention and cross-buying? pp. 769-787

Chiung-Ju Liang, Hui-Ju Chen and Wen-Hung Wang

Customer value creation in professional service relationships: the case of credence goods pp. 789-812

Charles Howden and Andrew D. Pressey

The market share--profitability relationships in the securities industry pp. 813-826

Wenyi Chu, Chien-Nan Chen and Chuang-Hung Wang

Learning for environmental adaptation and knowledge-intensive services: the role of public networks for SMEs pp. 827-844

César Camisón

The New Service Model: a review, a critique and a way forward pp. 845-860

Elena P. Antonacopoulou and Efrosyni Konstantinou

In search of ‘product-service’: evidence from aerospace, construction, and engineering pp. 861-875

Stewart Johnstone, Andrew Dainty and Adrian Wilkinson

Volume 28, issue 5, 2008

Impact of ownership and location factors on service multinationals' internalisation pp. 567-580

Sumit K. Kundu, Vikas Kumar and Susan D. Peters

Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan pp. 581-602

Chian-Son Yu

The sustainability of ISO 9001 in a legal service organisation pp. 603-614

Daniel I. Prajogo

Conceptualizing brand values in the charity sector: the relationship between sector, cause and organization pp. 615-632

A. Sargeant, J. Hudson and D. C. West

Bed and breakfast industry adopting e-commerce strategies in e-service pp. 633-648

Leo Huang

Does the length of a customer--provider relationship really matter? pp. 649-667

Yu-Ching Chiao, Ya-Kang Chiu and Jyh-Liang Guan

Customer referral management: the implications of social networks pp. 669-683

Monica Law

The effect of bonds on loyalty towards auditors: the mediating role of commitment pp. 685-700

Sven Kuenzel and Ewa Krolikowska

Hotel management contract: impact on performance in the Korean hotel sector pp. 701-718

Soo Y. Kim

Volume 28, issue 4, 2008

Effect of newcomer socialisation on organisational commitment, job satisfaction, and turnover intention in the hotel industry pp. 429-443

Jen-Te Yang

Consumer-based brand equity and brand performance pp. 445-461

Jorge M. Oliveira-Castro, Gordon R. Foxall, Victoria K. James, Roberta H.B.F. Pohl, Moema B. Dias and Shing W. Chang

Producer services: growth and roles in long-term economic development pp. 463-477

Karl-Johan Lundquist, Lars-Olof Olander and Martin Svensson Henning

Efficiency and capital adequacy in Taiwan banking: BCC and super-DEA estimation pp. 479-496

Yung-Ho Chiu, Chyanlong Jan, Da-Bai Shen and Pen-Chun Wang

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context pp. 497-512

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

Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry pp. 513-528

Hong-Sheng Chang and Han-Liang Hsiao

Ecommerce and hotel performance: three-stage DEA analysis pp. 529-540

Jui-Kou Shang, Wei-Ting Hung, Chang-Fang Lo and Fei-Ching Wang

Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies pp. 541-554

Arménio Rego and Miguel Pina E. Cunha

Effects of marketing and relationship variables on service intermediaries' promotional program participation pp. 555-565

Shih-Ping Jeng

Volume 28, issue 3, 2008

Introduction pp. 275-276

Marie-Christine Monnoyer

Transition, regulation and trade in services pp. 277-290

Metka Stare and Andreja Jaklič

The evolution of the geographical concentration of tertiary sector activities in Europe pp. 291-306

Hugues Jennequin

Transnational corporations and spatial divisions of ‘service’ expertise as a competitive strategy: the example of 3M and Boeing pp. 307-323

John R. Bryson and Grete Rusten

The geography of public services employment in Europe: concentration or dispersion? pp. 325-335

Mercedes Rodríguez and Jose A. Camacho

Services productivity revisited pp. 337-353

Andrés Maroto-Sánchez and Luis Rubalcaba

Controlling the driving and road safety training sector through the driving test success rate? pp. 355-373

Madeleine Andreff, Laurence Bancel-Charensol and Alain Dessertaine

Cultural and recreational industries in the United States pp. 375-391

William B. Beyers

On ‘creative cities’ governance models: a comparative approach pp. 393-413

P. Costa, M. Magalhães, B. Vasconcelos and G. Sugahara

Finnish polytechnics as providers of knowledge-intensive services pp. 415-427

Liisa Marttila, Anu Lyytinen and Mika Kautonen

Volume 28, issue 2, 2008

A comparison of perceptions of loyalty between bank tellers and internal customer groups in a retail bank in South Africa pp. 139-149

Crispen Chipunza

Classifying, identifying and managing the service brand saboteur pp. 151-165

Elaine Wallace and Leslie de Chernatony

Ahead of their time? Barriers to action in green tourism firms pp. 167-178

Nadia Tzschentke, David Kirk and Paul Lynch

Targeting university students in audience development strategies for opera and ballet pp. 179-191

Mária Tajtáková and Daniel Arias-Aranda

How managers in the financial services industry ensure financial performance pp. 193-210

Chiung-Ju Liang and Wen-Hung Wang

Employee behaviour and relationship quality: impact on customers pp. 211-223

Amanda Beatson, Ian Lings and Siegfried Gudergan

International franchise partner selection and chain performance through the lens of organisational learning pp. 225-238

Catherine L. Wang and Levent Altinay

Exploring the determinants of E-loyalty among travel agencies pp. 239-254

Leo Huang

The relationship between network structure and international channel performance: a moderating effect of E-business activity pp. 255-274

Hsin Hsin Chang and I. Chen Wang

Volume 28, issue 1, 2008

Internationalisation strategies in business-to-business services: the case of architectural practice pp. 1-13

Graham M. Winch

Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions pp. 15-26

Shih-Ping Jeng

Different ways of measuring performance in the service industries: application in Spanish small and medium-sized hotels pp. 27-36

Maria Angeles Montoro-Sánchez, Francisco Mas-Verdu and Domingo Ribeiro Soriano

Revised importance--performance analysis: three-factor theory and benchmarking pp. 37-51

Wei-Jaw Deng, Ying-Feng Kuo and Wen-Chin Chen

The mitigating effects of uncertainty on ‘e’ innovation propensity: some service sector evidence pp. 53-72

Elaine Ramsey, Patrick Ibbotson and Patrick Mccole

Increasing hotel customer value through service quality cues in Taiwan pp. 73-84

Hong-Sheng Chang

Deviant service behaviour: coming soon to a theatre near you? pp. 85-93

Wendelien Van Eerde and Paul Peper

Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis pp. 95-116

Pei Chao

Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies pp. 117-138

Prem Shamdasani, Avinandan Mukherjee and Neeru Malhotra