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 24, issue 6, 2004

Shopping is truly a joy pp. 1-18

Byoungho Jin and Brenda Sternquist

Does perception matter?: an empirical analysis of donor behaviour pp. 19-36

Adrian Sargeant, Douglas C. West and John B. Ford

An exploration of inter-functional integration in the new service development process pp. 37-63

Helen Perks and Nina Riihela

Implementation of yield management practices in service organisations: empirical findings from a major hotel group pp. 65-89

Fevzi Okumus

Testing servers' roles as experts and managers of tipping behaviour pp. 91-108

Rachel Barkan and Aviad Israeli

Measuring service performance in mobile communications pp. 109-128

Neeru Sharma and Satinder Ojha *

Large banks' efficiency in the single European market pp. 129-142

Barbara Casu and Claudia Girardone

Volume 24, issue 5, 2004

Multiple channel systems in services: pros, cons and issues pp. 1-29

Filipe J. Coelho and Chris Easingwood

Performance implications of capital structure: evidence from quoted UK organisations with hotel interests pp. 31-51

Paul A. Phillips and Mehmet A. Sipahioglu

Using customer motivations to reduce peak demand: does it work? pp. 53-69

Kenneth J. Klassen and Thomas R. Rohleder

Development banking and technological development: a case study of industrial development banks in the GCC countries pp. 71-90

Khalid Abdul Aziz Alsahlawi and Edward P.M. Gardener

New services margin/high success discriminators pp. 91-101

José Manuel Carvalho Vieira, Elisabete De Magalhães Serra and José Antonio Varela Gonzalez

Total quality management, institutional isomorphism and performance: the case of financial services pp. 103-119

F.J. Lloréns Montes and A.J. Verdú Jover

Can culture be changed? a study of internal marketing pp. 121-135

Mihaela Kelemen and Ioanna Papasolomou-Doukakis

A study of cost efficiency and privatisation in Taiwan's banks: the impact of the Asian financial crisis pp. 137-151

Tser-Yieth Chen

Volume 24, issue 4, 2004

The role of service guarantees in service development pp. 1-20

Sara Björlin Lidén and Bodil Sandén

Cost efficiency and the effect of mergers on the Taiwanese banking industry pp. 21-39

Ya-Hui Peng and Kehluh Wang

A frontier analysis comparison of banking ‘added value’ pp. 41-65

Margaret Brown and Edward P.M. Gardener

Customer satisfaction measurement: comparing four methods of attribute categorisations pp. 67-82

Boris Bartikowski and Sylvie Llosa

Knowledge-intensive business services in transition economies pp. 83-100

Vladimír Baláž

Client loyalty and defection in the corporate legal industry pp. 101-114

Dayananda Palihawadana and Bradley R. Barnes

Ethnic groups and the British travel industry: servicing a minority? pp. 115-128

Mary S. Klemm and Sarah J. Kelsey

Ownership and production efficiency: Evidence from Taiwanese banks pp. 129-148

Yang Li, Jin-Li Hu and Yung-Ho Chiu

Volume 24, issue 3, 2004

Take the money and run? Organisational boundaries and consultants' roles pp. 1-18

Jim Kitay and Christopher Wright

Critical success factors in UK corporate hotels pp. 19-42

Bob Brotherton

From branches to call centres: new strategic realities in retail banking pp. 43-62

Antony Beckett

Multiple globalisations: regional, hierarchical and sectoral articulations of global business services through world cities pp. 63-81

Peter J. Taylor, Gilda Catalana and David Walker

Measuring service quality of travel agents: evidence from Northern Cyprus pp. 82-100

Nick Johns, Turgay Avcí and Osman M. Karatepe

Environmental strategies in spanish hotels: contextual factors and performance pp. 101-130

Eva Carmona-Moreno, José Céspedes-Lorente and Jeronimo de Burgos-Jimenez

Scenarios for future service encounters pp. 131-149

Julia Kiely, Neal Beamish and Colin Armistead

Exploring the application of IVR: lessons from retail banking pp. 150-168

Danielle McCartan-Quinn, Mark Durkin and Aodheen O'Donnell

Volume 24, issue 2, 2004

Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context pp. 1-14

Stephen Grove, Raymond Fisk and Mary Laforge

Developing a brand performance measure for financial services brands pp. 15-33

Leslie de Chernatony, Fiona Harris and George Christodoulides

External consultants in organisations: evaluating the Spanish case pp. 34-50

Domingo Ribeiro Soriano

The influence of human resource management in savings bank performance pp. 51-66

Petra De Saá Pérez and Juan Manuel García Falcón

The new customer relationship management tool -- product elimination? pp. 67-80

David Harness and Tina Harness

Control and success in collaborative strategies pp. 81-101

Rita Medina-Muñoz and Diego Medina-Muñoz

Fair trade new product development pp. 102-117

Alex Nicholls

An investigation of the impact of internal labour markets in the hotel industry pp. 118-129

Leo Jago and Margaret Deery

Volume 24, issue 1, 2004

The call centre: a nursery for new forms of work organisation? pp. 1-18

James Wickham and Gráinne Collins

Innovation, consumption and services: encapsulation and the combinatorial role of services pp. 19-36

Jeremy Howells

Programme innovations and networks of French public theatres pp. 37-55

Daniel Urrutiaguer

How to take customers into consideration in service innovation projects pp. 56-78

Marianne Abramovici and Laurence Bancel-Charensol

Foresight in services: possibilities and special challenges pp. 79-98

Marja Toivonen

Innovation, network services and the restructuring of work organisation in customer services pp. 99-115

Matias Ramirez

The impact of innovation on economic performance in services pp. 116-130

Giulio Cainelli, Rinaldo Evangelista and Maria Savona

Understanding regional high-order service growth in Canada: a cointegration approach pp. 131-154

C. Wernerheim

Combinational and dislocated knowledge and the norwegian client-consultant relationship pp. 155-170

Grete Rusten, Hallgeir Gammelsæter and John Bryson

Remuneration practices in the UK hospitality industry in the age of the national minimum wage pp. 171-186

Steve Williams, Derek Adam-Smith and Gill Norris

A service quality measurement derived from the theory of needs pp. 187-204

Hung-Chang Chiu and Neng-Pai Lin

Understanding the relationship between services and innovation: the RESER review of the European service literature on innovation, 2002 pp. 205-222

John Bryson and M. Monnoyer