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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Risk Reduction in Purchasing Organisational Professional Services pp. 1-19: V.W. Mitchell, L. Moutinho and B.R. Lewis
The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction pp. 20-47: Youjae Yi and Suna La
Greening the Service Industries pp. 48-64: T.E. Graedel
System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality pp. 65-83: Kyungro Chang and Packianathan Chelladurai
An Exploratory Study of Consumption Emotion in Services pp. 84-106: Peter Mudie, Angela Cottam and Robert Raeside
The Impact of Chinese Culture on Service Predisposition pp. 107-122: Nick Johns, Andrew Chan and Hanny Yeung
Testing for Wage Overpayment in UK Financial Services: A Stochastic Frontier Approach pp. 123-136: Robert Webb, Duncan Watson and Timothy Hinks
Capital Utilisation and Scale in the English and Welsh Water Industry pp. 137-149: John Ashton
The Applicability of the MACH IV Scale to Banking Executives in Hong Kong, Singapore and Australia: A Research Note pp. 150-161: Wai-Sum Siu
Book Reviews pp. 162-168: John Beech, Matias Ramirez and Sally Randles

More guilt re services: toward a more inclusive view pp. 1-2: Harry Greenfield
Reputation and product tampering in service industries pp. 3-11: Jai-Beom Kim and Chong Ju Choi
Returns from investing in Australian equity superannuation funds, 1991--1999 pp. 12-24: Michael Drew and Jon Stanford
The market orientation-performance link: the role of service reliability pp. 25-41: Albert Caruana, Leyland Pitt and Michael Ewing
Payment types and number of franchisees pp. 42-60: Yung-Ho Chiu and Jin-Li Hu
Use of quality tools and techniques in services pp. 61-80: David Herbert, Adrienne Curry and Leon Angel
Acculturation and the influence of ethnicity on market orientation of African and Caribbean companies in Britain pp. 81-97: Ogenyi Omar, Audrey Kirby and Charles Blankson
Beyond efficiency: some By-products of functional flexibility pp. 98-113: Clare Kelliher and Michael Riley
Employment relationships within European airport retailing pp. 114-134: Paul Freathy and Frank O'Connell
A franchise: a resource-rich small service firm? pp. 135-149: Alison Morrison and Conrad Lashley
Review essay: servicing the global economy? pp. 150-157: Neil Coe

Building a Services Brand: Stages, People and Orientations pp. 1-21: Leslie de Chernatony, Susan Drury and Susan Segal-Horn
One Leader is Not Enough for Major New Service Development: Results of a Consumer Banking Study pp. 22-39: Axel Johne and Paul Harborne
The Impact of Need Frequency on Service Marketing Strategy pp. 40-62: Eileen Bridges, Katherine Ensor and Kalyan Raman
Consumer Decision-Making Styles and the Purchase of Financial Services pp. 63-81: Barry Howcroft, Paul Hewer and Robert Hamilton
Web Marketing Practices of Service Providers pp. 82-102: Kenneth Deans, Brendan Gray, Pat Ibbotson, Phil Osborne and Karen Knightbridge
Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage pp. 103-124: Neng-Pai Lin, James Weng and Yi-Ching Hsieh
Employment Tertiarisation and Emerging New Patterns of Work: The Spanish Case pp. 125-152: Juan Cuadrado-Roura, Carlos Iglesias-Fernández and Raquel Llorente-Heras
Relationship between Inflation and the Comparative Evolution of Wages in Industry and Services within the Spanish Economy pp. 153-164: Fernando Rubiera Morollón
Demographic and Sponsorship Considerations for Jazz and Classical Music Festivals pp. 165-178: Steve Oakes
Book Reviews pp. 179-186: Neil Coe and Silvia Long-Tolbert
End Matter pp. 187-188: The Editors
Editorial board pp. ebi-ebi: The Editors

Business services in Germany: bridges for innovation pp. 1-30: Dirk Czarnitzki and Alfred Spielkamp
Single versus multiple channel strategies: typologies and drivers pp. 31-46: Chris Easingwood and Filipe Coelho
What follows tertiarisation? structural change and the role of knowledge-based services pp. 47-66: Michael Peneder, Serguei Kaniovski and Bernhard Dachs
The new framework for global trade in services -- all about GATS pp. 67-78: Edgar Hibbert
A catalogue of success? Argos and catalogue showroom retailing pp. 79-111: Leigh Sparks
Importance-performance analysis revisited: the role of the factor structure of customer satisfaction pp. 112-129: Kurt Matzler, Elmar Sauerwein and Kenneth Heischmidt
Professionalism: evolution and measurement pp. 130-149: Stephen Swailes
From listening to the customer to controlling with customer focus: facing the barriers in Nordic financial services pp. 150-165: Jørn Flohr Nielsen and Sören Kock
A method for the assessment of relative brand strength: a UK tour operator example pp. 166-182: David Gilbert and James Hewlett
The spanish restaurant sector: evaluating the perceptions of quality pp. 183-194: Domingo Ribeiro Soriano

Introduction pp. 1-3: Sven Illeris and Gary Akehurst
On the geography of the new economy: perspectives from the United States pp. 4-26: William Beyers
The scope for E-Commerce in central and eastern European countries' services trade pp. 27-42: Metka Stare
Service relationship, market area and the intrametropolitan location of business services pp. 43-58: Anne Aguilera
Image consultancy in the United Kingdom: recipe knowledge and recreational employment pp. 59-76: John Bryson and Christine Wellington
Regional concentration of innovative business services: testing some explanatory factors at European regional level pp. 77-94: Luis Rubalcaba and David Gago
The international competitiveness of German consulting engineering: results of an international benchmarking study pp. 95-118: Markus Scheuer
An empirical analysis of migration in information-intensive work in the United States pp. 136-166: Sharmistha Bagchi-Sen
Importance of service for manufacturers: conclusions of an empirical study pp. 167-194: Catherine Madrid
The RESER survey of service literature, 1996--2001: new information and communication technologies and services. A synthesis from eight national reports pp. 195-221: M.C. Monnoyer