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Content
March 2022, Volume 16, Issue 1
- 1-28 Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance
by Sang M. Lee & DonHee Lee - 29-55 Dual focus: service-product orientation to manage the change paradox following servitization strategy
by Saad Zighan & Moheeb Abualqumboz - 57-75 The perceived image of multi-asset tourist destinations: investigating congruence across different content types
by Narcís Bassols-Gardella & Lluís Coromina - 77-98 Research trends in digital transformation in the service sector: a review based on network text analysis
by Jin Sung Rha & Hong-Hee Lee - 99-123 Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare
by Le Nguyen Hau & Pham Ngoc Thuy - 125-157 Brands’ perceived sustainable development goals: index development and applications with professional sport teams and fast-food brands
by Nicolas G. A. Lorgnier & Che-Jen Su & Shawn M. O’Rourke - 159-186 The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach
by Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy - 187-209 A systematic process for generating new blockchain-service business model ideas
by Young In Koh & Sung H. Han & Junseong Park
December 2021, Volume 15, Issue 4
- 563-586 Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing
by Jörg Finsterwalder & Alastair G. Tombs - 587-611 Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel
by Hung-Che Wu & Xiaolian Chen & Ya-Yuan Chang - 613-638 Exploring the key success factors of films: a survival analysis approach
by Ahyun Kim & Silvana Trimi & Sang-Gun Lee - 639-665 Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
by Won-Moo Hur & Tae-Won Moon & Minsung Kim - 667-694 Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
by Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo - 695-723 Understanding customer-centric socialization in tourism services
by HsiuJu Rebecca Yen & Hoa Pham Thi & Eldon Y. Li - 725-755 The privacy victim experience of SoLoMo services: impact on trust, service quality, and privacy concerns
by Heng-Li Yang & Ren-Xiang Lin - 757-779 Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
by Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay - 781-781 Correction to: Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
by Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay
September 2021, Volume 15, Issue 3
- 391-444 The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications
by Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes - 445-466 The size–growth relationship in the social services sector in Austria
by Stephanie Reitzinger & Astrid Pennerstorfer - 467-491 Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy
by Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría - 493-514 Transforming customer brand engagement to co-creation value through participation energy and effort
by Mai Thi My-Quyen & Le Nguyen Hau - 515-538 What triggers usage of gift-giving apps? A comparison between users and non-users
by Wee-Kheng Tan & Ping-Hsin Liao - 539-561 On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining
by Mingyu Park & Youngjung Geum
June 2021, Volume 15, Issue 2
- 209-229 The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam
by Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen - 231-252 Industrial linkage and spillover effects of the logistics service industry: an input–output analysis
by Yong-Jeong Kim & Sang-Gun Lee & Silvana Trimi - 253-279 Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials
by Laura Lucia-Palacios & Victoria Bordonoba-Juste & Raúl Pérez-López - 281-308 Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations
by Chia-Ying Li & Yu-Hui Fang & Badri Munir Sukoco - 309-334 Key determinants of women’s entrepreneurial intentions in encouraging social empowerment
by Grisna Anggadwita & Veland Ramadani & Anggraeni Permatasari & Dini Turipanam Alamanda - 335-368 Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine
by Kuo-Yan Wang & Mu-Lan Ma & Jing Yu - 369-389 The relationship between brand experience and consumer-based brand equity in grocerants
by Hyeon Mo Jeon & Se Ran Yoo
March 2021, Volume 15, Issue 1
- 1-17 Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives
by Myungjin Hyun & Jieun Kim - 19-43 Service production in high captivity service firms
by Erim Ergene & Bruce Skaggs & Inigo Echeveste - 45-75 The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services
by Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda - 77-102 The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services
by Miri Chung & Young-Hye Jang & Steven A. Edelson - 103-130 Segmenting customers according to online word-of-mouth about hotels
by Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & Irene Gil-Saura - 131-149 Why do individuals word-of-mouth destinations they never visited?
by Wee-Kheng Tan & Ching-Hsiang Lin - 151-175 Stakeholder sentiment in service supply chains: big data meets agenda-setting theory
by Ray Qing Cao & Dara G. Schniederjans & Vicky Ching Gu - 177-207 Product-service systems evolution in the era of Industry 4.0
by Paolo Gaiardelli & Giuditta Pezzotta & Alice Rondini & David Romero & Farnaz Jarrahi & Marco Bertoni & Stefan Wiesner & Thorsten Wuest & Tobias Larsson & Mohamed Zaki & Philipp Jussen & Xavier Boucher & Ali Z. Bigdeli & Sergio Cavalieri
December 2020, Volume 14, Issue 4
- 461-478 Resolving the tension between full utilization of contact tracing app services and user stress as an effort to control the COVID-19 pandemic
by Jaehun Joo & Matthew Minsuk Shin - 479-502 Determinants of social commerce adoption in an emerging economy
by Tazizur Rahman & Yang Sok Kim & Mijin Noh & Choong Kwon Lee - 503-531 Healthcare wearable devices: an analysis of key factors for continuous use intention
by Sang M. Lee & DonHee Lee - 533-551 Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness
by Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim - 553-576 Critical success factors in the sharing economy: a customer perspective
by Shiu-Li Huang & Ming-Yen Kuo - 577-577 Correction to: Healthcare wearable devices: an analysis of key factors for continuous use intention
by Sang M. Lee & DonHee Lee
September 2020, Volume 14, Issue 3
- 315-331 Text mining for the evaluation of public services: the case of a public bike-sharing system
by Na Rang Kim & Soon Goo Hong - 333-360 Customers’ psychological ownership toward the third place
by Jaehun Joo - 361-385 The effects of culture shock on foreign employees in the service industry
by Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen - 387-411 The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations
by José Antonio Belso-Martínez & Alicia Mas-Tur & Mariola Sánchez & María José López-Sánchez - 413-437 Mindful co-creation of transformative service for better well-being
by Mai Thi My-Quyen & Le Nguyen Hau & Pham Ngoc Thuy - 439-459 Impacts of service robots on service quality
by Ai-Hsuan Chiang & Silvana Trimi
June 2020, Volume 14, Issue 2
- 187-216 Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort
by Zsofia Kenesei & Zsofia Bali - 217-240 Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective
by Teng Teng & Shengliang Zhang & Xiaodong Li & Yuan Chen - 241-261 Social exchange approach, job satisfaction, and turnover intention in the airline industry
by Minjoo Chung & Aeeun Jeon - 263-285 Analysis of the relationship between the perceived extent of a tourist destination and smartphone use
by Wee-Kheng Tan & Pin-Ho Liou - 287-313 A service analytic approach to studying patient no-shows
by Murtaza Nasir & Nichalin Summerfield & Ali Dag & Asil Oztekin
March 2020, Volume 14, Issue 1
- 1-22 “Untact”: a new customer service strategy in the digital age
by Sang M. Lee & DonHee Lee - 23-45 Flying on the clouds: how mobile applications enhance impulsive buying of low cost carriers
by Edward C. S. Ku & Chun-Der Chen - 47-72 Impact of organizational culture and capabilities on employee commitment to ethical behavior in the healthcare sector
by DonHee Lee - 73-99 Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter?
by Nicolas G. A. Lorgnier & Nicolas Chanavat & Che-Jen Su & Shawn M. O’Rourke - 101-129 Service quality in blood donation: satisfaction, trust and loyalty
by Lucía Melián-Alzola & Josefa D. Martín-Santana - 131-166 Tourist expectations and perception of service providers: a Brazilian perspective
by Mariana Marques Lima & Emerson Wagner Mainardes & Ricardo Gouveia Rodrigues - 167-186 Team innovation in retail services: the role of ambidextrous leadership and team learning
by La Anh Duc & Nguyen Dinh Tho & Dilupa Nakandala & Yi-Chen Lan
December 2019, Volume 13, Issue 4
- 625-646 Dysfunctional customer behavior: conceptualization and empirical validation
by Minjeong Kang & Taeshik Gong - 647-669 A peer-to-peer (P2P) platform business model: the case of Airbnb
by Kwang-Ho Lee & DongHee Kim - 671-694 How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior
by Jiyoung Kim & Russell Lacey & Hae-Ryong Kim & Jaebeom Suh - 695-713 Innovation strategies and complementarity between innovation activities: the case of commercial archaeological firms
by Carlos Martin-Rios & Eva Parga-Dans & Susana Pasamar - 715-735 Effects of career barriers on career self-efficacy and career preparation behavior among undergraduates majoring in aviation tourism
by Aeeun Jeon - 737-754 Emotional contagion and collective commitment among leaders and team members in deluxe hotel
by Hyo Sun Jung & Hye Hyun Yoon - 755-778 Adolescents’ perceptions of mother–father dominance in family vacation decisions: a 25-society study
by I-Fang Cheng & Che-Jen Su & Hsin-Hsing Liao & Nicolas Lorgnier & Anne-Marie Lebrun & Wen-Shen Yen & Yi-Fang Lan & Yingfang Huang - 779-812 An analysis of the trilemma phenomenon for Apple iPhone and Samsung Galaxy
by Bo-Seong Yun & Sang-Gun Lee & Yaichi Aoshima
September 2019, Volume 13, Issue 3
- 433-456 Work pressure and burnout effects on emergency room operations: a system dynamics simulation approach
by Donghyun Choi & Yonghwi Noh & Jin Sung Rha - 457-478 The role of customer operant resources in health care value creation
by Le Nguyen Hau - 479-508 Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice
by Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro - 509-530 Innovation type and external knowledge search strategies in KIBS: evidence from Canada
by David Doloreux & Ekaterina Turkina & Ari Van Assche - 531-556 Balancing in-house and outsourced logistics services: effects on supply chain agility and firm performance
by Taewon Hwang & Sung Tae Kim - 557-580 Motivation triggers for customer participation in value co-creation
by Freida C. Palma & Silvana Trimi & Soon-Goo Hong - 581-602 How to boost frontline employee service recovery performance: the role of cultural intelligence
by Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck - 603-624 The relationship among competitive advantage, catch-up, and linkage effects: a comparative study on ICT industry between South Korea and India
by Dong Hyun Lee & Ga Youn Hong & Sang-Gun Lee
June 2019, Volume 13, Issue 2
- 225-248 Developing a new conceptual framework for experience and value creation
by Blanca Hernández-Ortega & José L. Franco - 249-268 The role of proactive postsales services in supplier innovativeness and customer satisfaction
by Nguyen Thi Mai Trang & Nguyen Dinh Tho - 269-287 Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness
by Mercy Mpinganjira - 289-304 Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms
by Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin - 305-338 Understanding shopping routes of offline purchasers: selection of search-channels (online vs. offline) and search-platforms (mobile vs. PC) based on product types
by Eunhye Kim & Christian Fernando Libaque-Saenz & Myeong-Cheol Park - 339-361 Test of an integrative model of travel-related social media users’ switching intentions
by Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee - 363-388 Building corporate reputation, overcoming consumer skepticism, and establishing trust: choosing the right message types and social causes in the restaurant industry
by Dae-Young Kim & Sung-Bum Kim & Kathleen Jeehyae Kim - 389-417 Effects of key value co-creation elements in the healthcare system: focusing on technology applications
by DonHee Lee - 419-431 Using voting decisions to identify shocks in the financial services industry
by Juan Pineiro-Chousa & Marcos Vizcaíno-González & Samuel Ribeiro-Navarrete
March 2019, Volume 13, Issue 1
- 1-23 Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view
by Shiu-Wan Hung & Min-Jhih Cheng & Pei-Chun Chiu - 25-49 The psychological and motivational aspects of restaurant experience sharing behavior on social networking sites
by DongHee Kim & SooCheong Shawn Jang - 51-74 Multi-factor service design: identification and consideration of multiple factors of the service in its design process
by Chiehyeon Lim & Ki-Hun Kim & Min-Jun Kim & Kwang-Jae Kim - 75-100 Determinants of brand localization in international markets
by Insik Jeong & Jong-Ho Lee & Eunmi Kim - 101-127 The industrial impact and competitive advantage of China’s ICT industry
by Yongfei Li & Sang-Gun Lee & Myungjai Kong - 129-152 A value co-creation model in brand tribes: the effect of luxury cruise consumers’ power perception
by Yuan Lee & Insin Kim - 153-169 The effect of customer social status and dissatisfaction on service performance
by Dana Yagil & Hana Medler-Liraz - 171-198 Determinants of export performance: differences between service and manufacturing SMEs
by Anna Lejpras - 199-224 From retail innovation and image to loyalty: moderating effects of product type
by Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & David Servera-Francés & Irene Gil-Saura
December 2018, Volume 12, Issue 4
- 641-661 Analyzing relationship quality and its contribution to consumer relationship proneness
by Ana Olavarría-Jaraba & Jesús J. Cambra-Fierro & Edgar Centeno & Rosario Vázquez-Carrasco - 663-684 Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator
by Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin - 685-699 A predictive investigation of first-time customer retention in online reservation services
by Yen-Chun Chou & Howard Hao-Chun Chuang - 701-730 Investigating a revised service transition concept
by Ornella Benedettini & Andy Neely - 731-756 Understanding consumer repurchase intention on O2O platforms: an integrated model of network externalities and trust transfer theory
by Lin Xiao & Bin Fu & Wenlong Liu - 757-778 Can error management culture increase work engagement in hotels? The moderating role of gender
by Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus - 779-808 Cost-efficient co-creation of knowledge intensive business services
by Seppo Kuula & Harri Haapasalo & Arto Tolonen - 809-831 A network text analysis of published papers in service business, 2007–2017: research trends in the service sector
by Sang M. Lee & Jin Sung Rha
September 2018, Volume 12, Issue 3
- 453-456 Innovation and service-dominant logic
by Kun-Huang Huarng & Amparo Cervera & Francisco Mas-Verdu - 457-481 Value logics for service innovation: practice-driven implications for service-dominant logic
by Erik Lindhult & Koteshwar Chirumalla & Pejvak Oghazi & Vinit Parida - 483-503 Predicting hospitality financial distress with ensemble models: the case of US hotels, restaurants, and amusement and recreation
by Soo Young Kim - 505-524 Quality management as a driver of innovation in the service industry
by Tomás Félix González-Cruz & Norat Roig-Tierno & Dolores Botella-Carrubí - 525-550 Collaborative workplaces for innovation in service companies: barriers and enablers for supporting new ways of working
by Claudia Manca & Mercedes Grijalvo & Miguel Palacios & Matti Kaulio - 551-573 A study of the relationships among sensory experience, emotion, and buying behavior in coffeehouse chains
by Hsi-Tien Chen & Yun-Tsan Lin - 575-600 Impact of operational innovations on customer loyalty in the healthcare sector
by Kwan Soo Hong & DonHee Lee - 601-619 Understanding the influences of story elements in service businesses
by Yi-Ching Hsieh & Hung-Chang Chiu & Yun-Chia Tang & Chen-Hao Liu - 621-640 Two-sided effects of customer participation: roles of relationships and social-interaction values in social services
by Cheol Park & Heejung Lee & Jongkun Jun & Thaemin Lee
June 2018, Volume 12, Issue 2
- 229-251 Strategic alternatives for tourism companies to overcome times of crisis
by Kerstin Bremser & María del Mar Alonso-Almeida & Josep Llach - 253-275 Study abroad programs as a service convergence: an international marketing approach
by M. Minsuk Shin & Eun Jeong Noh & Jiwon Lee - 277-303 The effect of service providers’ facial hair on restaurant customers’ perceptions
by Sung-Bum Kim & Seunghwan Lee & Dae-Young Kim - 305-329 Psychological contract breach and service innovation behavior: psychological capital as a mediator
by Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee - 331-356 How to explain service failure? Impacts of justifications
by WeiWei Chen & Hsiao-Ching Lee - 357-377 Creating a commercially compelling smart service encounter
by Tseng-Lung Huang - 379-402 Consumer psychological reactance to coalition loyalty program: price-consciousness as a moderator
by Hsin Hsin Chang & Kit Hong Wong - 403-433 A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults
by Suk Bong Choi & Jin Min Kim - 435-451 Optimal baggage sorting rule to reduce waiting time in baggage claim
by Changhee Kim & Hongsuk Yang & Soo Wook Kim
March 2018, Volume 12, Issue 1
- 1-23 Antecedents of customer participation in business ecosystems: evidence of customers’ psychological ownership in Facebook
by Jaehun Joo & Azizbek Marakhimov - 25-64 A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment
by Francisco Liébana-Cabanillas & Francisco Muñoz-Leiva & J. Sánchez-Fernández - 65-84 From fantasy to reality: a study of pre-trip planning from the perspective of destination image attributes and temporal psychological distance
by Wee-Kheng Tan - 85-120 Online travel information value and its influence on the continuance usage intention of social media
by Heejin Jung & Gyehee Lee & Kyungsuk Hur & Taegoo Terry Kim - 121-141 Alleviating job stress to improve service employee work affect: the influence of rewarding
by Ayşe Banu Elmadağ & Alexander E. Ellinger - 143-168 A model of collaborative innovation between local government and tourism operators
by C. Pons-Morera & L. Canós-Darós & I. Gil-Pechuan - 169-201 Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel
by Jen-Son Cheng & Yong Xiang & Peter J. Sher & Chia-Wei Liu - 203-227 Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data
by Min-Jun Kim & Chie-Hyeon Lim & Chang-Ho Lee & Kwang-Jae Kim & Yongsung Park & Seunghwan Choi
December 2017, Volume 11, Issue 4
- 695-715 The role of other customers during self-service technology failure
by Youjae Yi & Seo Young Kim - 717-739 Efficiency of travel agency franchises: a study in Spain
by José M. Ramírez-Hurtado & Ignacio Contreras - 741-766 Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu
by Zhenzhong Guan & Na Zhao & Panpan Hao - 767-784 The effect of organizational responses to service failures on customer satisfaction perception
by Millissa F. Y. Cheung & W. M. To - 785-802 Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction
by Hyo Sun Jung & Hye Hyun Yoon - 803-829 Effects of social media on consumers’ purchase decisions: evidence from Taobao
by Kee-Young Kwahk & Byoungsoo Kim - 831-849 Predicting direct marketing response in banking: comparison of class imbalance methods
by Vera L. Miguéis & Ana S. Camanho & José Borges - 851-870 Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?
by Oznur Ozkan Tektas - 871-900 When customers want to become frontline employees: an exploratory study of decision factors and motivation types
by Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng
September 2017, Volume 11, Issue 3
- 453-474 A learning-oriented decision-making process for real estate brokerage service evaluation
by Fernando A. F. Ferreira & Ronald W. Spahr & Mark A. Sunderman & Audrius Banaitis & João J. M. Ferreira - 475-490 Market value analysis of a Chinese e-commerce holding group: a multicriteria approach
by J. F. Juliá-Igual & R. Cervelló-Royo & I. Berné-Lafuente - 491-516 HEALTHQUAL: a multi-item scale for assessing healthcare service quality
by DonHee Lee - 517-542 Corporate social responsibility and bank risk profile: evidence from Europe
by Nicolás Gambetta & María Antonia García-Benau & Ana Zorio-Grima - 543-562 Aggregate consumer ratings and booking intention: the role of brand image
by Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio - 563-580 Effect of information management capability on organizational performance
by Carlos Devece & Daniel Palacios & David Martinez-Simarro - 581-600 Innovation and corporate entrepreneurship in service businesses
by Maria de Lurdes Calisto & Soumodip Sarkar - 601-629 The evaluation factors of adopting SoLoMo services: the hybrid fuzzy MCDM approach
by Heng-Li Yang & Shiang-Lin Lin - 631-663 Triggering the internationalization of Malaysian quantity surveying firms
by Chen Wang & Lincoln C. Wood & Hamzah Abdul-Rahman & Han Biao Ng - 665-692 Leader political skill and casino dealer morale: the mediating role of follower perceptions of leader–member exchange
by Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Choong-Ki Lee - 693-693 Erratum to: Study abroad programs as a service convergence: an international marketing approach
by M. Minsuk Shin & Eun Jeong Noh & Jiwon Lee
June 2017, Volume 11, Issue 2
- 229-251 Antecedents of participation in online brand communities and their purchasing behavior consequences
by Abeer A. Mahrous & Abdelhamid K. Abdelmaaboud - 253-277 The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service
by Le Nguyen Hau & Pham Ngoc Tram Anh & Pham Ngoc Thuy - 279-297 Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach
by Aejoo Lee & Ki-Joon Back & JungKun Park - 299-319 Restaurant franchising and top management team
by Joonho Moon & Amit Sharma & Won Seok Lee - 321-343 Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth
by Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira - 345-373 Contingent effects of firm and employee reputations on professional advice adoption
by Eugene Soon Lee Kang & Shun Yin Lam - 375-403 Online determinants of e-customer satisfaction: application to website purchases in tourism
by Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita - 405-425 Value-in-context in crowdfunding ecosystems: how context frames value co-creation
by María José Quero & Rafael Ventura & Carol Kelleher - 427-449 Developing a quality prioritization procedure for IPTV service
by Wan Seon Shin & Ho-Kyoung Lee & Kwang-Jae Kim & Byung Chung - 451-451 Erratum to: Key success factors for mobile app platform activation
by Sang M. Lee & Na Rang Kim & Soon Goo Hong
March 2017, Volume 11, Issue 1
- 1-21 Franchisor market power and control rights in franchise systems: the case of Major League Baseball versus the Los Angeles Dodgers
by Richard S. Brown - 23-43 Does quality management improve performance or vice versa? Evidence from the hotel industry
by Juan José Tarí & Jorge Pereira-Moliner & Eva M. Pertusa-Ortega & María D. López-Gamero & José F. Molina-Azorín - 45-68 Open innovation and growth in IT sector
by Anna-Leena Asikainen & Giovanni Mangiarotti - 69-92 The effect of self-checkout quality on customer satisfaction and repatronage in a retail context
by Teresa Fernandes & Rui Pedroso - 93-116 The effects of perceived value on loyalty: the moderating effect of market orientation adoption
by Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina - 117-139 Customer-to-customer interactions on customer citizenship behavior
by Jin Ho Jung & Jay Jaewon Yoo - 141-159 Development of a scale to measure the quality of mobile location-based services
by Jun-Yeon Heo & Kwang-Jae Kim - 161-189 Designing a tool for service-dominant strategies using action design research
by Egon Lüftenegger & Marco Comuzzi & Paul W. P. J. Grefen - 191-206 The identification of new service opportunities: a case-based morphological analysis
by Hakyeon Lee & Hyunju Seol & Hyejong Min & Youngjung Geum - 207-227 Key success factors for mobile app platform activation
by Sang M. Lee & Na Rang Kim & Soon Goo Hong
December 2016, Volume 10, Issue 4
- 651-685 Translating satisfaction determination from health care to the automotive industry
by Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier - 687-714 Corporate identity management in the banking sector: effects on employees’ identification, identity attractiveness, and job satisfaction
by Rafael Bravo & Jorge Matute & José M. Pina - 715-735 Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty
by Alev Kocak Alan & Ebru Tumer Kabadayi & Cengiz Yilmaz - 737-773 How hotels compete on the basis of competitive priorities and their relationship with infrastructural and structural decisions
by Tomás F. Espino-Rodríguez - 775-798 Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses
by Bomi Song & Changyong Lee & Byungun Yoon & Yongtae Park - 799-822 Self-service innovativeness scale: introduction, development, and validation of scale
by Arun Kumar Kaushik & Zillur Rahman - 823-846 Tourists’ participation and preference-related belief in co-creating value of experience: a nature-based perspective
by Che-Jen Su & Anne-Marie Lebrun & Patrick Bouchet & Jun-Ren Wang & Nicolas Lorgnier & Jin-Hsing Yang - 847-866 Can complaint-handling efforts promote customer engagement?
by Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese - 867-916 A service innovation framework for start-up firms by integrating service experience engineering approach and capability maturity model
by K. J. Wang & J. Widagdo & Y. S. Lin & H. L. Yang & S. L. Hsiao
March 2016, Volume 10, Issue 1
- 261-261 Erratum to: Revisiting media selection in the digital era: adoption and usage
by Yunchu Huang & Chang-Gyu Yang & Heon Baek & Sang-Gun Lee
December 2015, Volume 9, Issue 4
- 587-609 Mediating relationships in and satisfaction with online technologies: communications or features beyond expectations?
by Cayetano Medina & Ramón Rufín & Manuel Rey - 611-636 Business–nonprofit partnerships: a new form of collaboration in a corporate responsibility and social innovation context
by María Sanzo & Luis Álvarez & Marta Rey & Nuria García - 637-662 Are firms interested in collaborating with universities? An open-innovation perspective in countries of the South West European Space
by Sara Fernández López & Braulio Pérez Astray & David Rodeiro Pazos & Nuria Calvo - 663-685 CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies
by Mª. Oviedo-García & Manuela Vega-Vázquez & Mario Castellanos-Verdugo - 687-709 From clinical governance through CSR and knowledge sharing to clinical error control
by Luu Tuan - 711-732 How does the interview change the importance of résumé information in acceptance decisions? An experimental study in the hotel industry
by Che-Jen Su & Nicolas Lorgnier & Jin-Hsing Yang & Seung Oh - 733-747 National institutions and logistic performance: a path analysis
by Sang-Heui Lee & Jay Wyk - 749-769 Developing Gamcheon Cultural Village as a tourist destination through co-creation
by Soon-Goo Hong & Hyun-Mi Lee - 771-801 Negotiating behavior in service outsourcing. An exploratory case study analysis
by M. Saorín-Iborra & Ana Redondo-Cano & Lorenzo Revuelto-Taboada & Éric Vogler - 803-803 Erratum to: Spending more time with the customer: service providers’ behavioral discretion and call-center operations
by Gil Luria & Iddo Gal & Dana Yagil
September 2015, Volume 9, Issue 3
- 361-379 Seeking an innovation structure common to both manufacturing and services
by Rafael Cáceres & Joaquin Guzmán - 381-407 Value network analysis for complex service systems: a case study on Taiwan’s mobile application services
by Juite Wang & Jung-Yu Lai & Li-Chun Hsiao - 409-425 The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance
by Chongho Lee & Myungsook An & Yonghwi Noh - 427-443 Spending more time with the customer: service-providers’ behavioral discretion and call-center operations
by Luria Gil & Gal Iddo & Yagil Dana - 445-462 Organizational empowerment and service strategy in manufacturing
by Yuanqiong He & Hongyi Sun & Kin Lai & Yun Chen - 463-490 The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention
by Minseok Choi & Kyeongseok Han & Jeongil Choi - 491-513 Market segmentation variables as moderators in the prediction of business tourist retention
by Magdalena Swart & Gerhard Roodt - 515-540 Interpersonal service quality of the Chinese: determinants and behavioral drivers
by James Stanworth & Ryan Hsu & Huo-Tsan Chang - 541-565 Exploring mobile banking services for user behavior in intention adoption: using new hybrid MADM model
by Ming-Tsang Lu & Gwo-Hshiung Tzeng & Hilary Cheng & Chih-Cheng Hsu