The Service Industries Journal

1997 - 2025

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

From Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().

Access Statistics for this journal.
Is something missing from the series or not right? See the RePEc data check for the archive and series.

Volume 36, issue 15-16, 2016

Performance-only measures vs. performance-expectation measures of service quality pp. 741-756

Sang-June Park and Youjae Yi

Managing service employees: literature review, expert opinions, and research directions pp. 757-788

Jochen Wirtz and Christina Jerger

Instrumental client relationship development among top-ranking service professionals pp. 789-808

Yvette Taminiau, Julie Ferguson and Christine Moser

Lagged effect of daily surface acting on subsequent day’s fatigue pp. 809-826

Yucheng Zhang, Long Zhang, Hui Lei, Yumeng Yue and Jingtao Zhu

Impact of tacit knowledge on customer loyalty pp. 827-845

Carla Alexandra Barbosa Pereira, Helena Maria Batista Alves and João José Matos Ferreira

Acknowledgements pp. 846-849

The Editors

Editorial Board pp. ebi-ebi

The Editors

Volume 36, issue 13-14, 2016

Quality function deployment in failure recovery and prevention pp. 615-637

Hsi-Tien Chen

Electronic and in-person service quality of hybrid services pp. 638-657

Tien Wang, Ralph Keng-Jung Yeh, David C. Yen and Christyanto Ari Nugroho

Interactions, innovation, and services pp. 658-674

Feng Hsu Liu

A novel framework for customer complaint management pp. 675-698

Yu-Hsiang Hsiao, Li-Fei Chen, Yoon Leng Choy and Chao-Ton Su

Advanced information technology: transforming service innovation and design pp. 699-720

Gabriela Bantau and Steven W. Rayburn

Reinforcing customer loyalty through service employees’ competence and benevolence pp. 721-738

Nha Nguyen

Statement of Retraction pp. 739-739

The Editors

Volume 36, issue 11-12, 2016

Developing a service research agenda in sports pp. 473-477

Rodoula H. Tsiotsou

A service ecosystem experience-based framework for sport marketing pp. 478-509

Rodoula H. Tsiotsou

How context shapes value co-creation: spectator experience of sport events pp. 510-531

Chris Horbel, Bastian Popp, Herbert Woratschek and Bradley Wilson

Inclusive by design: transformative services and sport-event accessibility pp. 532-555

Tracey J. Dickson, Simon Darcy, Raechel Johns and Caitlin Pentifallo

Corporate image and a sport’s governing body pp. 556-575

Harjit Sekhon, Sanjit Kumar Roy, Simon Chadwick and James Devlin

Innovative marketing in professional baseball teams pp. 576-594

Hui-Chen Chang and Po-Yueh Chiu

Collaborative strategy in sports industry: team co-branding pp. 595-613

DongHun Lee, Michael Cottingham, Demetrius Pearson, Soon-Ho Kim and Jungkun Park

Volume 36, issue 9-10, 2016

Status demotion in hierarchical loyalty programs: effects of payment source pp. 375-395

B. Ramaseshan, Alisha Stein and Fazlul K. Rabbanee

The alignment of service architecture and organizational structure pp. 396-415

Yang Liu, Jiang Wei, Dan Zhou, Ying Ying and Baofeng Huo

Do customer participation and cognitive ability influence satisfaction? pp. 416-437

Jingdong Jia and Jing Wang

Antecedents of emotional attachment of social media users pp. 438-451

Tien Wang, Ralph Keng-Jung Yeh, David C. Yen and Mirhanna Gabrielle Sandoya

A framework for innovative service design pp. 452-471

Olivier Furrer, D. Sudharshan, Rodoula H. Tsiotsou and Ben S. Liu

Volume 36, issue 7-8, 2016

Brand attachment and customer citizenship behaviors pp. 263-277

Jui-Chang Cheng, She-Juang Luo, Chang-Hua Yen and Ya-Fang Yang

Exploring the influence of envy on service engagement pp. 278-298

Darren Boardman, Maria M. Raciti and Meredith Lawley

Three country study: impact of support on employee attitudes pp. 299-318

Priyanko Guchait and Ki-Joon Back

Achieving favourable customer outcomes through employee deviance pp. 319-338

Achilleas Boukis

Using work design to motivate customer-oriented behaviors pp. 339-355

Steven W. Rayburn and David A. Gilliam

Does emotional labor moderate customer participation and buying? pp. 356-373

Tali Seger-Guttmann and Hana Medler-Liraz

Volume 36, issue 5-6, 2016

Business-to-business professional service relationships under multiple logics pp. 163-182

Tale Skjølsvik

Exploring the use of managerial intuition in retail site selection pp. 183-199

Kendra Fowler

Development of new technology-based services pp. 200-222

Heeyong Noh, Youngkeun Song, Ae-Soon Park, Byungun Yoon and Sungjoo Lee

A cross-country study of service productivity pp. 223-238

Harjit Sekhon, Andrews Agya Yalley, Sanjit Kumar Roy and Gurvinder Singh Shergill

Convenience and satisfaction: mediation of fairness and quality pp. 239-260

Sanjit Kumar Roy, Walfried M. Lassar and Vaibhav Shekhar

Volume 36, issue 3-4, 2016

Innovation patterns and their effects on firm performance pp. 81-101

Hyun-Sun Ryu and Jae-Nam Lee

The relationship among gratitude, hope, connections, and innovativeness pp. 102-123

Ali E. Akgün, Oya Erdil, Halit Keskin and Busra Muceldilli

Error management culture: impact on cohesion, stress, and turnover intentions pp. 124-141

Priyanko Guchait, Ayşın Paşamehmetoğlu and Juan Madera

Service value and switching barriers: a personal values perspective pp. 142-162

Pham Ngoc Thuy, Le Nguyen Hau and Felicitas Evangelista

Volume 36, issue 1-2, 2016

Antecedents and consequences of co-creation in credence-based service contexts pp. 1-20

Berna Tari Kasnakoglu

Factors affecting employee willingness to report customer feedback pp. 21-36

Hsin-Hui (Sunny) Hu, H. G. Parsa, Chi-Ting Chen and Hsin-Yi Hu

Competition and demand effects of geographic distance to rivals pp. 37-57

Rosario Silva

Applying career concepts to strengthen the work-attitudes of service professionals pp. 58-79

Kate Walsh

Volume 35, issue 15-16, 2015

Transformative service research: research that matters pp. 801-805

Mark S. Rosenbaum

Consumers' captive service experiences: it's YOU and ME pp. 806-825

Steven W. Rayburn

Transformative service networks: cocreated value as well-being pp. 826-845

Hulda G. Black and Andrew S. Gallan

Understanding consumers' decisions to adopt technology-enabled transformative services pp. 846-864

Lisa Schuster, Judy Drennan and Ian Lings

Consumer transformation through volunteer service experiences pp. 865-882

Mark R. Mulder, Justine M. Rapp, Anne Hamby and Todd Weaver

Services for the underserved: unintended well-being pp. 883-897

Luis Javier Sanchez-Barrios, Mario Giraldo, Mahmoud Khalik and Ricardo Manjarres

Heritage site management: from dark tourism to transformative service experience? pp. 898-917

Roxanna Magee and Audrey Gilmore

Volume 35, issue 14, 2015

An approach to prioritize customer-based, cost-effective service enhancements pp. 747-762

V. Srinivasan, G. Shainesh and Anand K. Sharma

Differentiation value through services in a manufacturer's delivery chain pp. 763-782

Essi Huttu and Miia Martinsuo

Business incubation: innovative services in an entrepreneurship ecosystem pp. 783-800

M. Teresa Fernández Fernández, Francisco J. Blanco Jiménez and Juan R. Cuadrado Roura

Volume 35, issue 13, 2015

Breaking new ground: base-of-pyramid service research pp. 695-709

Javier Reynoso, Ana Valdés and Karla Cabrera

External sources for innovation in public organisations pp. 710-727

Hector Javier Lagunes Marin and Luis Rubalcaba

Do innovation spillovers impact employment and skill upgrading? pp. 728-745

Metka Stare and Jože Damijan

Volume 35, issue 11-12, 2015

Social media's contribution to customer satisfaction with services pp. 573-590

Mary Beth Pinto

Extending customer relationship management into a social context pp. 591-610

Sarah Diffley and Patrick McCole

The value of social presence in mobile communications pp. 611-632

Ji Hee Song and Candice R. Hollenbeck

Customer e-complaining behaviours using social media pp. 633-654

M. S. Balaji, Subhash Jha and Marla B. Royne

Marketing technology for adoption by small business pp. 655-669

Philip Alford and Stephen John Page

Exploring interactive communication using social media pp. 670-693

Chrystal B. Zhang and Yi Hsin Lin

Volume 35, issue 10, 2015

Online retail financial services in a changing world pp. 499-501

Des Laffey, Ben Lowe and Anthony Gandy

Impact of co-production on consumer perception of empowerment pp. 502-520

Tina Harrison and Kathryn Waite

Social media strategy for online service brands pp. 521-536

Adam J. Mills and Kirk Plangger

Enjoyment and social influence: predicting mobile payment adoption pp. 537-554

Nicole Koenig-Lewis, Morgan Marquet, Adrian Palmer and Anita Lifen Zhao

Trust disposition, trust antecedents, trust, and behavioral intention pp. 555-572

Stephen W. Wang, Waros Ngamsiriudom and Chia-Hung Hsieh

Volume 35, issue 9, 2015

On innovation patterns and value-tensions in public services pp. 467-482

Lars Fuglsang and Rolf Rønning

Developing learning capabilities through a quality management program pp. 483-498

Claudia A. S. Araújo, Elaine Tavares, Eduardo Raupp de Vargas and Eduardo Rocha

Volume 35, issue 7-8, 2015

Transformative service research: focus on well-being pp. 363-367

Mark S. Rosenbaum

Service-driven social community and its relation to well-being pp. 368-387

Cindy Yunhsin Chou and Soe-Tsyr Yuan

Turning ideas into products: subjective well-being in co-creation pp. 388-402

Rebecca Pera and Giampaolo Viglia

Linking service climate to customer loyalty pp. 403-414

Mei-Ling Wang

An intersectionality framework for transformative services research pp. 415-429

Canan Corus and Bige Saatcioglu

How to encourage social innovations: a resource-based approach pp. 430-447

María José Sanzo-Perez, Luis Ignacio Álvarez-González and Marta Rey-García

How transformational leadership fuels employees' service innovation behavior pp. 448-466

Ping-Jen Kao, Peiyu Pai, Tingling Lin and Jun-Yu Zhong

Volume 35, issue 6, 2015

Creativity and innovation in the service sector pp. 297-302

Marianna Sigala and Olivia Kyriakidou

Exploring the role of front-line employees as innovators pp. 303-324

Marit Engen and Peter Magnusson

Making bottom-up and top-down processes meet in public innovation pp. 325-344

Eveliina Saari, Mikko Lehtonen and Marja Toivonen

Novelty-focussed document mapping to identify new service opportunities pp. 345-361

Changyong Lee and Hakyeon Lee

Volume 35, issue 5, 2015

Re-examining encounter intensity's conceptualisation, measurement and role pp. 237-254

Nabil Ghantous

Service encounters as bases for innovation pp. 255-274

Jon Sundbo, Donna Sundbo and Anders Henten

Assessing 'meta-services': customer's perceived value and behaviour pp. 275-295

Vikrant Janawade, Daisy Bertrand, Pierre-Yves Léo and Jean Philippe

Volume 35, issue 4, 2015

Requirements for developing green services pp. 179-196

Sabrina Cocca and Walter Ganz

Integration of planning and execution in service innovation pp. 197-216

Jaakko Siltaloppi and Marja Toivonen

Does integration of services differ from integration of goods? pp. 217-235

Peter M. Smith

Volume 35, issue 3, 2015

Platform thinking for services: the case of human resources pp. 115-132

Erwin Hofman and Jeroen Meijerink

Explicating customer orientation's influence on frontline employee satisfaction pp. 133-151

Elten Briggs, Fernando Jaramillo and Fabrizio Noboa

Facility design consequences of different employees' quality perceptions pp. 152-178

Herman Kok, Mark Mobach and Onno Omta

Volume 35, issue 1-2, 2015

EDITORIAL pp. 1-4

Eileen Bridges

Investigating the formation of service supply chains pp. 5-23

Christoph Friedrich Breidbach, Hendrik Reefke and Lincoln C. Wood

Does high supply chain integration enhance customer response speed? pp. 24-43

Ai-Hsuan Chiang, Wun-Hwa Chen and Soushan Wu

Process management practices: organizational (dis-)similarities pp. 44-61

Doris Weitlaner and Markus Kohlbacher

An integrated model of service experience design improvement pp. 62-80

Chiuhsiang Joe Lin and Lai-Yu Cheng

E-service innovation: combining directed and practice-based approaches pp. 81-95

Maria Chiara Di Guardo and Francesca Cabiddu

Co-production of service innovations through dynamic capability enhancement pp. 96-114

Ja-Shen Chen, Don Kerr, Seng-Su Tsang and Yu Chieh Sung