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Content
2003, Volume 23, Issue 3
- 82-102 Web Marketing Practices of Service Providers
by Kenneth Deans & Brendan Gray & Pat Ibbotson & Phil Osborne & Karen Knightbridge - 103-124 Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage
by Neng-Pai Lin & James Weng & Yi-Ching Hsieh - 125-152 Employment Tertiarisation and Emerging New Patterns of Work: The Spanish Case
by Juan Cuadrado-Roura & Carlos Iglesias-Fernández & Raquel Llorente-Heras - 153-164 Relationship between Inflation and the Comparative Evolution of Wages in Industry and Services within the Spanish Economy
by Fernando Morollón - 165-178 Demographic and Sponsorship Considerations for Jazz and Classical Music Festivals
by Steve Oakes - 179-186 Book Reviews
by Neil Coe & Silvia Long-Tolbert - 187-188 End Matter
by The Editors
March 2003, Volume 23, Issue 2
- 1-30 Business services in Germany: bridges for innovation
by Dirk Czarnitzki & Alfred Spielkamp - 31-46 Single versus multiple channel strategies: typologies and drivers
by Chris Easingwood & Filipe Coelho - 47-66 What follows tertiarisation? structural change and the role of knowledge-based services
by Michael Peneder & Serguei Kaniovski & Bernhard Dachs - 67-78 The new framework for global trade in services -- all about GATS
by Edgar Hibbert - 79-111 A catalogue of success? Argos and catalogue showroom retailing
by Leigh Sparks - 112-129 Importance-performance analysis revisited: the role of the factor structure of customer satisfaction
by Kurt Matzler & Elmar Sauerwein & Kenneth Heischmidt - 130-149 Professionalism: evolution and measurement
by Stephen Swailes - 150-165 From listening to the customer to controlling with customer focus: facing the barriers in Nordic financial services
by Jørn Flohr Nielsen & Sören Kock - 166-182 A method for the assessment of relative brand strength: a UK tour operator example
by David Gilbert & James Hewlett - 183-194 The spanish restaurant sector: evaluating the perceptions of quality
by Domingo Ribeiro Soriano
January 2003, Volume 23, Issue 1
- 1-3 Introduction
by Sven Illeris & Gary Akehurst - 4-26 On the geography of the new economy: perspectives from the United States
by William Beyers - 27-42 The scope for E-Commerce in central and eastern European countries' services trade
by Metka Stare - 43-58 Service relationship, market area and the intrametropolitan location of business services
by Anne Aguilera - 59-76 Image consultancy in the United Kingdom: recipe knowledge and recreational employment
by John Bryson & Christine Wellington - 77-94 Regional concentration of innovative business services: testing some explanatory factors at European regional level
by Luis Rubalcaba & David Gago - 95-118 The international competitiveness of German consulting engineering: results of an international benchmarking study
by Markus Scheuer - 136-166 An empirical analysis of migration in information-intensive work in the United States
by Sharmistha Bagchi-Sen - 167-194 Importance of service for manufacturers: conclusions of an empirical study
by Catherine Madrid - 195-221 The RESER survey of service literature, 1996--2001: new information and communication technologies and services. A synthesis from eight national reports
by M.C. Monnoyer
October 2002, Volume 22, Issue 4
- 1-18 Are Service Jobs as Bad as Theory Says? Some Empirical Findings from Denmark
by Sven Illeris
July 2002, Volume 22, Issue 3
- 15-36 Cut-off Process in Reinsurance Relationships
by T. Mittilä & R. Järvinen & A-M. Järvinen - 37-51 Beyond the Retail Store: An Evaluation of Goods Acquisition Practices in British Deprived Urban Neighbourhoods
by C.C. Williams
2002, Volume 22, Issue 2
- 1-1 Editorial board
by The Editors - 1-16 The International Competitiveness of Business Service Firms: The Case of Germany
by W. Ochel - 17-42 Selecting and Implementing Service Technology: Control, Uncertainty and Competitive Advantage
by M.A. Lewis - 43-58 Effects of some Environmental Challenges and Centralization on the Entrepreneurial Orientation and Performance of Public Sector Entities
by A. Caruana & M.T. Ewing & Ramaseshan - 59-72 Examination of the Factorial Structure of Service Quality: A Multi-Firm Analysis
by J.L. Harrison-Walker - 73-88 What Makes for a Successful Hotel? Insights on Hotel Management Following 15 Years of Hotel Occupancy Analysis in England
by D. Jeffrey & R.R.D. Barden & P.J. Buckley & N.J. Hubbard - 89-108 Asymmetric Information and Strategic Competition in Estate Agency
by P. Bishop & P. Megicks - 109-128 Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers
by S.T.K. Luk & R. Layton - 129-148 Financial Institutions, the Theory of the Firm and Organisational Form
by K. Amess - 149-166 Identification of Strategic Groups using Relationship Marketing Criteria: A Cluster Analytic Approach in Professional Services
by P.M. Panayides - 167-172 End Matter
by The Editors
January 2002, Volume 22, Issue 1
- 1-3 Introduction
by S. Illeris & G. Akehurst - 4-34 Culture, Services and Regional Development
by W.B. Beyers - 35-56 Social Linking and Human Resources Management in the Service Sector
by E. Rémy & S. Kopel - 57-76 Organisational Change in Service Multinationals: From Radical Change to Destabilisation
by B. Venard - 77-91 The Pattern of Internationalisation of Services in Central European Countries
by M. Stare - 92-121 Household Services in Spain: Some Key Explanatory Factors
by E.M. Alcón & P.G. Quiñones & L.R. Bermejo - 122-146 Retail Centres: Location and Consumer's Satisfaction
by P-Y. Léo & J. Philippe - 147-166 Cross-national Consumer Segmentation of Internet Shopping for Britain and Taiwan
by E.C-C. Shiu & J.A. Dawson
October 2001, Volume 21, Issue 4
- 17-32 Drivers in the Adoption and Sophistication of Database Marketing in the Services Sector
by C. Desai & K. Fletcher & G. Wright - 191-200 Special Book Reviews
by F. McIntyre & N. Coe & S. Ellis
July 2001, Volume 21, Issue 3
- 147-166 Enhancement of Service Quality with Job Standardisation
by Y-M. Hsieh & A-T. Hsieh
April 2001, Volume 21, Issue 2
- 1-30 Combining Operations and Marketing to Manage Capacity and Demand in Services
by K.J. Klassen & T.R. Rohleder - 31-46 International Retailing in Britain, 1850-1994
by A. Godley & S.R. Fletcher - 47-70 The Impact of the Single Market Programme on EU Banking
by Gardener & Molyneux & Moore - 71-90 Measuring the Performance of New Service Development Activities
by C. Storey & D. Kelly - 91-116 Offer of Services by Goods Exporters: Strategic and Marketing Dimensions
by P-Y. Léo & J. Philippe - 137-158 The Impact of Organisational and Technological Change on Women's Employment in the Civil Service
by Marshall & Lewis & Belt & Richardson & Parkinson - 159-174 Cost Efficiency Characteristics of British Retail Banks
by J.K. Ashton - 191-194 Book Reviews
by F. McIntyre & N. Coe & S. Ellis
January 2001, Volume 21, Issue 1
- 1-4 Introduction
by S. Illeris & G. Akehurst - 19-34 Advancing the Development of Producer Services in Slovenia with Foreign Direct Investment
by M. Stare - 35-62 Relationships between Services and Competitiveness: The Case of Spanish Trade
by L. Rubalcaba & D. Gago - 63-80 Internationalisation of Service Activities in the Haute-Garonne
by P-Y. Léo & J. Philippe - 81-102 Knowledge, Human Resources and Social Practice: The Knowledge-Intensive Business Service Firm as a Distributed Knowledge System
by J.N. Larsen - 103-122 Business Cycle and Service Industries: General Trends and the Spanish Case
by J.R. Cuadrado-Roura - 123-148 Productivity of the Service Sector: A Regional Perspective
by J.L. Navarro & J.A. Camacho - 149-168 Quality Management in Irish Healthcare
by K. Ennis & D. Harrington - 227-240 Services and Internationalisation: Annual Report on the Progress of Research into Service Activities in Europe in 1998
by J.R. Bryson
October 2000, Volume 20, Issue 4
- 01-20 The Swings and Roundabouts of Innovating for Quality in UK Financial Services
by Darren Mccabe - 21-32 The Retail Sector: Why so Many Jobs in America and so Few in France?
by Jean Gadrey & Florence Jany-Catrice - 33-46 Beyond Employment: An Examination of Modes of Service Provision in a Deprived Neighbourhood
by Colin C. Williams & Windebank Jan - 47-61 American and British Clergy Attitudes Towards Marketing Activities: A Comparative Study
by Sherman Ann & James F. Devlin - 62-84 Maintaining Relationships: A Study of the Legal Industry
by Lloyd C. Harris & Lisa O'Malley - 85-102 The Use of Co-ordination Theory to Improve Service Quality in Executive Search
by L.C. Britton & M. Wright & D.F. Ball - 103-120 Classifying Credit Union Development in Terms of Mature, Transition and Nascent Industry Types
by Charles Ferguson & Donal G Mckillop - 121-130 Total Factor Productivity Growth and Technical Change in the Water and Sewerage Industry
by John K. Ashton - 131-146 Maternity Care: Ways to Add Value
by Sue Vaux Halliday
July 2000, Volume 20, Issue 3
- 1-18 Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow
by Chris Warhurst & DENNIS NICKSON & ANNE WITZ & ANNE MARIE CULLEN - 19-42 A Study of Management Practices and Competences within Effective Organisations in the Irish Tourism Industry
by Tony Lenehan - 43-60 The Accor Multinational Hotel Chain in an Emerging Market: Through the Lens of the Core Competency Concept’
by May Aung - 61-79 Marketing Performance and Business Risk in Acutecare Health Trusts - A New Comparative Approach
by Arthur Meidan & MARTIN PECK & ROBERT D. HANDSCOMBE - 80-94 Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services
by Kees Van Montfort & ENNO MASUREL & INGRID VAN RIJN - 95-116 Networking in the Homestay Sector
by Paul A. Lynch - 117-146 Strategic and Functional Orientation of Small and Medium Sized Enterprises in Professional Services: An Analysis of Public Accountancy
by Sharmistha Bagchi-Sen & LINDA KUECHLER - 147-166 Relationship Marketing and the Orientation Customers Require of Suppliers
by Ian Chaston - 167-190 The Impact of Scale. Characteristics on the Dimensionality of the Service Quality Construct
by Anne M Smith - 191-208 Strategic and Marketing Implications of Consumer Behaviour in Financial Services
by Antony Beckett - 209-211 Book Reviews
by P.W. Daniels - 211-213 Book Reviews
by Ingram Arthur - 213-214 Book Reviews
by Ingram Arthur - 214-215 Book Reviews
by Ronald E. Goldsmith
April 2000, Volume 20, Issue 2
- 1-24 Strategies of Major UK Building Societies: 1987-1993 Review, Analysis and Implications
by L.J. Hammond & D. THWAITES - 25-38 The Size and Growth of UK Manufacturing and Service Firms
by J. O. S. Wilson & J. E. MORRIS - 39-63 Predicting and Explaining Responses to Consumer Environments: An Empirical Test and Theoretical Extension of the Behavioural Perspective Model
by Gordon R. Foxall & GORDON E. GREENLEY - 64-81 The Externalisation of Producer Services Debate: The UK Computer Services Sector
by Neil M. Coe - 82-94 Pre-bookable Services in the Chartered Airline Industry: Increasing Satisfaction through Differentiation
by Claire Dennet't & ELIZABETH M. INESON & GRAHAM J. STONE & MARK COLGATE - 95-113 Marketing Culture and Customer Retention in the Tourism Industry
by Kwaku Appiah-Adu & ALAN FYALL & SATYENDRA SINGH - 114-132 Building Donor Relationships: An Investigation into the Use of Relationship and Database Marketing by Charity Fundraisers
by Weir Laura & HIBBERT SALLY - 133-156 An Empirical Study of Service Quality Implementation
by Harrington Denis & AKEHURST GARY - 157-159 Book Reviews
by Michael Tansey - 159-161 Book Reviews
by Joe Doherty - 161-163 Book Reviews
by Ronald E. Goldsmith - 163-165 Book Reviews
by Gary Akehurst
January 2000, Volume 20, Issue 1
- 1-21 Understanding Customer Role and its Importance in the Formation of Service Quality Expectations
by Dave Webb - 22-39 Learning How to Manage Technology in Services Internationalisation
by Jan Mattsson - 40-60 The Path to Service Encounter Performance in Public and Private ‘Bureaucracies’
by Jørn Flohr Nielsen & Viggo HØST - 61-85 ‘Gone to Gowings’ - An Analysis of Success Factors in Retail Longevity: Gowings of Sydney
by Dale Miller & Bill Merriolees - 86-94 A General Test of Competitive Conditions in the UK Building Society Mortgage Market: 1990-1996
by John K. Ashton - 95-109 A Measurement of Bank Efficiency, Ownership and Productivity Changes in Taiwan
by Tser-Yieth Chen & TSER-LIEN YEH - 110-138 A Model of the Determinants of International Trade in Higher Education
by Ann Bourke - 139-152 Marketing and Marketing Information System Sophistication In Retail Banking
by Colgate Mark - 153-180 Uneven Development in UK Financial Services: The Case of the South West and Wales
by Peter Gripaios & Max Munday - 181-182 Book Reviews
by Ronald E Goldsmith - 182-183 Book Reviews
by Faye S Mcintyre - 184-185 Book Reviews
by John R Bryson - 186-186 Book Reviews
by Joyce A Young - 186-189 Book Reviews
by John R Bryson - 189-191 Book Reviews
by Zeynep Bilgin - 191-192 Book Reviews
by James E Mcintyre. Jr
October 1999, Volume 19, Issue 4
- 1-16 Methodological Problems and Economic Geography: The Case of Business Services
by J.R. Bryson & P.W. DANIELS & D.R. INGRAM - 17-48 The National Origin of the Ownership Advantages of Firms
by L. Nachum & J.D. ROLLE - 49-67 Internal Marketing and Customer Driven Wavefronts
by Roger F. Brooks & Ian N Lings & MARTINA A BOTSCHEN - 68-88 The Internationalisation of Business Service Firms: A Stages Approach
by Joanne Roberts - 89-101 Using the Concept of Loss: An Alternative SERVQUAL Measure
by Michael K. Hussey - 102-122 The Relationship Between Hotel Companies and Travel Agencies: An Empirical Assessment of the United States Market
by Juan Manuel GARCIA-FALCON & Diego Medina-Muñoz - 123-146 Organisational Form and Retailing Development: The Department and the Chain Store, 1860-1940
by John Perkins & Craig FREEDMAN - 158-168 The Determinants of Day Excursion Coach Travel: A Qualitative Marketing Analysis
by Paul Downward & Les Lumsdon
July 1999, Volume 19, Issue 3
- 1-25 The Performance-Importance Response Function: Observations and Implications
by Scott E. Sampson & MICHAEL J. SHOWALTER - 26-41 Marketing Effectiveness and Customer Retention in the Service Sector
by Kwaku Appiah-Adu - 42-59 Business Performance in the UK Hotel Sector - Does it Pay to be Market Oriented?
by A. Sargeant & M. MOHAMAD - 60-73 The Evolution of Marks and Spencer
by Gary Davies - 74-96 A Life Cycle Segmentation Approach to Marketing Financial Products and Services
by Rajshekhar (Raj) G. Javalgi & PAUL DION - 97-118 The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality
by Julian Gould-Williams - 119-134 A Typology of European Airport Retailing
by Paul Freathy & FRANK O'CONNELL - 135-161 A Profile of Female Retail Managers: Some Insights
by Adelina Broadbridge - 162-174 Customer Satisfaction in the Hong Kong Mobile Phone Industry
by Ka-Shing Woo & HENRY K. Y. FOCK - 175-186 Information Costs and Information Asymmetry in British Food Retailing
by Carlo Morelli - 187-202 Research on the Evolution of the Tertiary Industry in the Major Cities in China
by Jiangfan Li & SHAOJUN HUANG - 203-204 Book Reviews
by Bushaway Bob - 204-205 Book Reviews
by Jonathan V. Beaverstock - 206-207 Book Reviews
by Faye S. Mcintyre - 207-208 Book Reviews
by Barry Quinn
April 1999, Volume 19, Issue 2
- 1-27 Foresight and Services: Closing the Gap?
by Ian Miles - 28-48 A Linguistic Approach to Studying Quality of Face-to-Face Communication
by Marten Den Haring & Jan Mattsson - 49-68 Exploring the Development of Lifestyle Retail Brands
by Deborah Helman & LESLIE DE CHERNATONY - 69-82 Service Recovery Strategies for Single and Double Deviation Scenarios
by Robert Johnston & Adrian Fern - 83-100 The New Retail Banking Revolution
by Gardener Edward & Howcroft Barry & Williams Jonathan - 101-116 The Temporal Context of UK Retailers’ Motives for International Expansion
by Barry Quinn - 117-131 Role Theory and the Management of Service Encounters
by Anne Broderick - 132-149 Trust Versus Opportunism: Striking the Balance in Executive Search
by L.C. Brttton & D.F. Ball - 150-151 Book Reviews
by Alex Hughes - 151-153 Book Reviews
by Jillian C Sweeney - 153-155 Book Reviews
by Laurent Clint
January 1999, Volume 19, Issue 1
- 1-17 The Concept of Labour and Competence Requirements in a Service Economy
by Jacques De Bandt - 18-34 Intangible and Interpersonal Services: Toward New Political Economy Tools. The French Case
by Christian Du Tertre - 35-60 Workplace Flexibilities in the Producer Services
by William B. Beyers & DAVID P. LINDAHL - 61-79 Skills in Services. The Dynamics of Competence Requirement in Different Types of Advanced Producer Services. Some Evidence from Norway
by Peter Sjøholt - 80-95 Local Services: Conditions for the Development of the Market
by André Barcet & JOËL BONAMY - 96-116 Teleservices, Call Centres and Urban and Regional Development
by R. Richardson & J. N. MARSHALL - 117-132 Servuction and Mobile Telephony
by M. C. Monnoyer - Longé - 133-151 Formation of Strategic Alliances in Business Services: Towards a New Client-Oriented Conceptual Framework
by P. N. O' Farrell & P. A. WOOD - 152-170 Marketing Culture and Performance in UK Service Firms
by Kwaku Appiah-Adu & SATYENDRA SINGH - 171-193 Modelling Consumer Price Cognition: Evidence from Discount and Superstore Sectors
by Peter J. McGoldrick & ERICA J. BETTS & ALEXANDRA F. WILSON - 194-206 Merger as a Trigger for Cultural Change in the Retail Financial Services Sector
by Brooks Ian & DAWES JILLIAN - 207-212 Book Reviews
by Douglas G. Carrie - 208-210 Book Reviews
by Arthur Ingram - 210-211 Book Reviews
by D.R. Vaughan - 211-212 Book Reviews
by Anna Bee
October 1998, Volume 18, Issue 4
- 1-18 Efficiency and Productivity Measures for High Contact Services
by Kenneth J Klassen & Randolph M Russell & James J Chrisman - 19-37 Barriers to Marketing Development in the Barristers’ Profession
by Lloyd C. Harris & Nigel F. Piercy - 38-50 An Econometric Study on Japanese Tourist Arrivals in British Columbia and its Implications
by Tak-Kee Hui & Chi-Ching Yuen - 51-65 What is Service Quality When ‘Service’ Equals Regulation?
by Graham Foster & Karin Newman - 66-86 An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model
by Paul A. Dion & Rajshekhar Javalgi & Janet Dilorenzo-Aiss - 87-108 The Strategic Implications of EMU for European Banking
by Edward P.M. Gardener & Phil Molyneux & Barry Moore - 109-125 Economies of Cost in the UK Building Society Industry
by Simper Richard - 126-144 The Gap between Male and Female Pay: What Does the Case of Hotel and Catering Tell Us?
by Doherty Liz & Stead Lindsay - 145-161 Ownership and Governance in the Insurance Industry: A Review of the Theory and Evidence
by Noel O'Sullivan - 162-162 Book Reviews
by Faye S. Mcintyre - 163-164 Book Reviews
by Michael Sherrard - 165-166 Book Reviews
by John Guthrie - 166-168 Book Reviews
by Philippa A. Lowe - 168-170 Book Reviews
by Jonathan V. Beaverstock - 170-171 Book Reviews
by Mark Mcguinness - 172-173 Book Reviews
by John R. Bryson - 173-174 Book Reviews
by Arthur Ingram - 175-176 Book Reviews
by Bill Webster - 176-177 Book Reviews
by Goldsmith - 177-178 Book Reviews
by Kirk Wakefield - 178-179 Book Reviews
by Kirk Wakefield
July 1998, Volume 18, Issue 3
- 1-133 Introduction
by Hogg Gillion & Gabbott Mark - 14-19 The Advertising of Services: Consumer Views v. Normative Guidelines
by Kathleen Mortimer & Brian P. Mathews & Kathleen Mortimer - 20-37 The Buying Centre: Patterns of Structure and Interaction in Primary Health Care
by Anugus w. Laing & Seonaidh Cotton & Rita Joshi & Gordaon Mornach & Mc kee Lorna - 38-54 Segmenting Financial Services Markets for Customer Relationships: A Portfolio-Based Approach
by Gregory Elliott & WILLIAM GLYNN - 55-69 Relationship Marketing in Corporate Legal Services
by Susan Hart & GILLIAN HOGG - 70-89 Contextualising: Technology, Relationships and Time in a Financial Services Virtual Organisation
by Katherine Tyler & DAVID McGIRR & EDMUND STANLEY - 90-115 Communicative Staging of the Wilderness Servicescape
by Eric J Arnould & LINDA L PRICE & PATRICK TIERNEY - 116-134 Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination
by Stephen J Grove & RAYMOND P FISK & MICHAEL J DORSCH