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 34, issue 16, 2014

Recovering service failure through resource integration pp. 1253-1271

Yingzi Xu, Bård Tronvoll and Bo Edvardsson

Customer orientation, engagement, and developing positive emotional labor pp. 1272-1288

Jay Jaewon Yoo and Todd J. Arnold

Effects of local fiscal policy on firm profitability pp. 1289-1306

Sofie De Schoenmaker, Philippe Van Cauwenberge and Heidi Vander Bauwhede

Image risks of servitization in collaborative service deliveries pp. 1307-1329

Sanna Nenonen, Olli Ahvenniemi and Miia Martinsuo

Volume 34, issue 15, 2014

Marketplace spirituality: challenges for the New Age retailer pp. 1185-1198

Keri Davies and Paul Freathy

Non-targeted customers in individualistic versus collectivistic cultures pp. 1199-1218

Bang Nguyen, Junsong Chen, Cheng-Hao Steve Chen and Xiaoyu (Allen) Yu

Human resource involvement in developing intellectual capital pp. 1219-1233

Stephen T.T. Teo, Kira Kristal Reed and Karen Ly

A resource-advantage perspective on the orchestration of ambidexterity pp. 1234-1252

Ian R. Hodgkinson, M.N. Ravishankar and Michelle Aitken-Fischer

Volume 34, issue 14, 2014

Impact of fit, involvement, and tenure on job satisfaction and turnover intention pp. 1113-1133

Ceyda Maden

Extra- and intra-organizational drivers of workplace deviance pp. 1134-1153

Gianfranco Walsh

Analyzing systemic customer value in scalable business services pp. 1154-1166

Mikko Pynnönen, Jukka Hallikas, Paavo Ritala and Karri Mikkonen

Employee satisfaction and long-run shareholder returns pp. 1167-1183

Chun-Hung (Hugo) Tang and Ji-Eun Lee

Volume 34, issue 13, 2014

Value co-creation via information and communications technology pp. 1043-1059

Ana Isabel Polo Peña, Dolores María Frías Jamilena and Miguel Ángel Rodríguez Molina

Jobs mismatch and productivity impact of information technology pp. 1060-1074

Francesco Sandulli, Paul M.A. Baker and José I. López-Sánchez

Development and validation of the Customer-Centered Behavior measure pp. 1075-1091

John W. Michel, Michael J. Tews and Michael J. Kavanagh

Core service versus relational benefits: what matters most? pp. 1092-1112

Sergios Dimitriadis and Christos Koritos

Volume 34, issue 12, 2014

Quality and productivity: role conflict in the service context pp. 955-973

Gil Luria, Dana Yagil and Iddo Gal

Discerning competitive strategy through an assessment of competitive methods pp. 974-998

Carlos Gomes, Mahmoud M. Yasin, João V. Lisboa and Michael H. Small

Strategic planning using service roadmaps pp. 999-1020

Chanwoo Cho and Sungjoo Lee

Investigating the different approaches to importance-performance analysis pp. 1021-1041

Mengying Feng, John Mangan, Chee Wong, Maozeng Xu and Chandra Lalwani

Volume 34, issue 11, 2014

Improving customer website involvement through experiential marketing pp. 885-900

Saeed Shobeiri, Ebrahim Mazaheri and Michel Laroche

Users' intentions to employ a Point-Of-Sale system pp. 901-921

Yun Ji Moon, Woody Kim and Sunny Ham

Customer demotion in hierarchical loyalty programmes pp. 922-937

Geert van Berlo, Josée Bloemer and Vera Blazevic

Effects of quality and corporate social responsibility on loyalty pp. 938-954

Rojanasak Chomvilailuk and Ken Butcher

Volume 34, issue 9-10, 2014

Franchising in services pp. 751-756

Domingo Ribeiro and Gary Paul Akehurst

Franchisee-based brand equity and performance pp. 757-771

J. Augusto Felício, Margarida Duarte, Vitor Caldeirinha and Ricardo Rodrigues

Brand and performance signals in the choice of franchise opportunities pp. 772-787

Esther Monge and Pilar Huerta-Zavala

Franchisors' disclosure duty: market transparency and franchisee protection pp. 788-795

Rosa Lapiedra-Alcamí, Isabel Reig-Fabado and Carlos Rueda-Armengot

Analysis of efficiency and profitability of franchise services pp. 796-810

Constantino J. Garcia Martin, Amparo Medal-Bartual and Marta Peris-Ortiz

Tourists' purchase intentions: impact of franchise brand awareness pp. 811-827

Yi Hsin Lin, Feng Jyh Lin and Chris Ryan

Franchising: the dilemma between standardisation and flexibility pp. 828-842

Manuela Pardo-del-Val, Clara Martínez-Fuentes, José Ignacio López-Sánchez and Beatriz Minguela-Rata

Franchise, innovation and entrepreneurship pp. 843-855

María Teresa Méndez, Miguel-Angel Galindo and Miguel-Angel Sastre

Analysis of franchisors' expansion strategies and competition pp. 856-866

Kun-Huang Huarng and Tiffany Hui-Kuang Yu

Brand equity heterogeneity among strategic groups in service franchising pp. 867-884

Yi-Min Chen and Chien-Tai Su

Volume 34, issue 8, 2014

Online service failure and propensity to suspend offline consumption pp. 659-676

Niall Piercy and Chris Archer-Brown

Collaborating online: the roles of interactivity and personalization pp. 677-698

Lorena Blasco-Arcas, Blanca I. Hernandez-Ortega and Julio Jimenez-Martinez

Customer orientation of frontline employees and organizational commitment pp. 699-714

Kemefasu Ifie

Strategic business and network positioning for internationalisation pp. 715-728

Graham Winch

Organizational culture as differentiator in international retailing pp. 729-749

Elke Angelika Pioch and Ulrike Gerhard

Volume 34, issue 7, 2014

Human capital, diversity, and new firm formation pp. 567-583

Paul Bishop and Steven Brand

Corporate sustainability in action pp. 584-603

Roberta Sebastiani, Daniela Corsaro, Francesca Montagnini and Albert Caruana

Does service intangibility affect entrepreneurial orientation? pp. 604-629

Fabian L. Sepulveda

Salesperson's listening in buyer-seller service relationships pp. 630-644

Sergio Román

Understanding the performance of software-as-a-service based on service-dominant logic pp. 645-658

Shih-Wei Chou, Yu-Chieh Chang and Pi-Hui Hsieh

Volume 34, issue 6, 2014

The Frontiers in Service Conference: a 20-year retrospective pp. 477-494

Michael J. Dorsch, Raymond P. Fisk and Stephen J. Grove

Designing loyalty programs that matter to customers pp. 495-514

Sejin Ha and Leslie Stoel

Technological competence and team cohesiveness among travel agencies pp. 515-529

Edward C.S. Ku

What differentiates Internet shoppers from Internet surfers? pp. 530-549

Alicia Izquierdo-Yusta, María Pilar Martínez-Ruiz and Agustín Álvarez-Herranz

Relative importance and combined effects of attributes on customer satisfaction pp. 550-566

Ziqiong Zhang, Zili Zhang and Rob Law

Volume 34, issue 5, 2014

The evolution of service innovation research: a critical review and synthesis pp. 373-398

Per Carlborg, Daniel Kindström and Christian Kowalkowski

What motivates professional service firm employees to nurture client dialogues? pp. 399-421

Alban Fischer, Jan Henrik Sieg, Martin W. Wallin and Georg von Krogh

Relations between organizational commitment and focal and discretionary behaviours pp. 422-438

Pep Simo, Mihaela Enache, Jose M Sallan and Vicenc Fernandez

The influence of service orientation and interaction orientation on consumer identification pp. 439-454

Wei Tung, Austin Rong-Da Liang and Su-Chang Chen

Key drivers of services website loyalty pp. 455-475

Silvia Sanz-Blas, Carla Ruiz-Mafé and Isabel Pérez Perez

Volume 34, issue 4, 2014

A comparative analysis of the entrepreneurial orientation/growth relationship in service firms and manufacturing firms pp. 275-294

J.P. Coen Rigtering, Sascha Kraus, Fabian Eggers and Søren H. Jensen

Governance and growth of professional service firms pp. 295-313

James Richard Guzak and Abdul A. Rasheed

Managing industrial service co-design: identifying challenges from technology firms pp. 314-334

Christopher Durugbo

A service sector classification scheme using economic data pp. 335-353

Alex Hugh David

Productivity, efficiency and its determinant factors in hotels pp. 354-372

Justo De Jorge and Cristina Suarez

Volume 34, issue 3, 2014

Spatial competition and agglomeration in the visitor attraction sector pp. 175-195

Adi Weidenfeld, Allan M. Williams and Richard W. Butler

How to support the management of intangibles pp. 196-211

Sara Arancibia Carvajal and Angel Fernández Nogales

Measuring customer pre-purchase satisfaction in a retail setting pp. 212-229

W.Y. Huang and A.J. Dubinsky

Relational benefits, their consequences, and customer membership types pp. 230-250

Yong-Ki Lee, Byung-Ho Choi, Dong Jin Kim and Sunghyup Sean Hyun

Dimensions of customer loyalty in hospitality micro-enterprises pp. 251-273

Azin Mostajer Haghighi, Thomas Baum and Farhad Shafti

Volume 34, issue 2, 2014

Declining first-mover advantage in mobile telecommunications markets pp. 89-102

Nakil Sung

Using customer lifetime value to plan optimal promotions pp. 103-122

Yeliz Ekinci, Füsun Ulengin and Nimet Uray

Simultaneous measurement of quality in different online services pp. 123-144

Ramón Barrera Barrera and Gabriel Cepeda Carrión

Measuring innovation in services: the role of surveys pp. 145-161

Anna Serena Vergori

Assessing productivity in the presence of negative data and undesirable outputs pp. 162-174

Seng-Su Tsang, Yi-Fen Chen, Yung-Hsiang Lu and Ching-Ren Chiu

Volume 34, issue 1, 2014

What is truth? pp. 1-4

Eileen Bridges

Servitisation of European manufacturing: evidence from a large scale database pp. 5-23

Bernhard Dachs, Sabine Biege, Martin Borowiecki, Gunter Lay, Angela Jäger and Doris Schartinger

Exports, foreign direct investments and productivity: are services firms different? pp. 24-37

Joachim Wagner

'Hollow from the start'? Professional associations and the professionalisation of tourism pp. 38-55

Rhodri Thomas and Huw Thomas

Marketing to the mature learner: exploring the role of web communications pp. 56-70

Mark Durkin, Leanna Filbey and Danielle McCartan-Quinn

Cross-generational perceptions and reactions during service recovery pp. 71-87

Edward Kasabov and Tessa Hain