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Taylor & Francis Journals

The Service Industries Journal

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Web page: http://www.tandfonline.com/FSIJ20

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Editor: Eileen Bridges
Editor: Professor Domingo Ribeiro
Editor: Ronald Goldsmith
Editor: Barry Howcroft
Editor: Youjae Yi
Series handle: RePEc:taf:servic
ISSN: 0264-2069

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Content

July 2009, Volume 30, Issue 8

1263-1277 Ageing-related services as a key element for social cohesion
by José Luis Navarro-Espigares & Elisa Hernandez Torres

June 2009, Volume 30, Issue 4

479-496 Public and private services transformation in the CEECs
by Anze Burger & Metka Stare
531-547 Determinants of change in service employment in the United States 1998--2005: findings based on a new classification of industries
by William Beyers
583-596 Competitiveness by design and inimitability through service: understanding the dynamics of firm-based competition in the West Midlands jewellery and lock industries
by John R. Bryson & Michael Taylor
621-632 Testing of service concepts
by Thomas Meiren & Thomas Burger

April 2009, Volume 30, Issue 4

497-511 Dynamic regional competitiveness in the creative economy: can peripheral communities have a place?
by Patrik Ström & Ross Nelson

May 2009, Volume 30, Issue 4

513-529 Services and high skills: a new challenge for developing medium-sized cities
by Pierre-Yves Léo & Jean Philippe & Marie-Christine Monnoyer
549-566 The case of market and system failures in services innovation
by Luis Rubalcaba & Jorge Gallego & Pim Den Hertog
567-582 The stakeholder product brand and decision making in retail financial services
by James Devlin
597-608 Exploring service design in the context of architecture
by Mari Holopainen
609-620 Strategies towards innovative services: findings from the German service landscape
by Marcus Koelling & Anne-Katrin Neyer & Kathrin M. Moeslein

December 2009, Volume 29, Issue 12

1669-1686 A new service development integrated model
by Yu-Cheng Lee & Jih-Kuang Chen

May 2009, Volume 29, Issue 10

1317-1339 The triangular supply chain relationship: labour dispatch agencies, hospitality sector, and flexible workers: the Taiwan experience
by Ebrahim Soltani & Pei-Chun Lai & Paul Phillips & Ying-Ying Liao
1341-1358 E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support
by Marianna Sigala
1359-1375 The management of post-merger cultural integration: implications from the hotel industry
by Mark N.K. Saunders & Levent Altinay & Katharine Riordan
1377-1395 Experience accounting: an accounting system that is relevant for the production of restaurant experiences
by Tommy D. Andersson & Mats Carlbäck
1397-1411 How can I drink safely? Perception versus the reality of alcohol consumption
by Caroline Ritchie & Felix Ritchie & Richard Ward
1413-1435 Service orientation: antecedents, outcomes, and implications for hospitality research and practice
by Chih-Ching Teng & Clayton W. Barrows
1437-1449 The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel
by Chien-Wen Tsai
1451-1463 Consumers’ travel website transferring behaviour: analysis using clickstream data-time, frequency, and spending
by Jungkun Park & Hoeun Chung
1465-1478 Critical hospitality management research
by Peter Lugosi & Paul Lynch & Alison Morrison

October 2009, Volume 29, Issue 10

1311-1315 Guest Editor's introduction: special issue on a new research agenda for hospitality management
by Paul Phillips

August 2009, Volume 29, Issue 8

1021-1036 An analysis of influences on total financial exclusion
by James F. Devlin

July 2009, Volume 29, Issue 7

875-886 Bank merger and acquisitions activity in the EU: much ado about nothing?
by Catarina Figueira & Joseph Nellis
887-902 Emergence of innovations in services
by Marja Toivonen & Tiina Tuominen
903-922 Cross-buying evaluations in the retail banking industry
by Tsung-Chi Liu & Li-Wei Wu
923-941 An evaluation of ‘fast track’ in A&E: a discrete event simulation approach
by R. S. Maull & P. A. Smart & A. Harris & A. Al-Fatah Karasneh
943-961 Strategic groups and performance in the Spanish hotel sector
by Enrique Claver-Cortés & Jorge Pereira-Moliner & José F. Molina-Azorín
963-975 Healthcare industry value creation and productivity measurement in an emerging economy
by Syi Su & Mei-Chi Lai & Hao-Chen Huang
995-1005 CEO cash compensation determinants: an empirical examination of US airlines†
by Zheng Gu & Hyunjoon Kim

June 2009, Volume 29, Issue 6

775-789 Perceived value and customer loyalty in financial services
by Juan Carlos Fandos Roig & Javier Sánchez García & Miguel Ángel Moliner Tena

May 2009, Volume 29, Issue 5

621-634 What makes a good citizen in service settings?
by Mei-Ling Wang
635-652 An empirical examination of perceived retail crowding, emotions, and retail outcomes
by Jiunn-Ger Tony Li & Jai-Ok Kim & So Young Lee

January 2009, Volume 29, Issue 5

569-590 Testing the effectiveness of the proposed UK ‘competition test’
by Rebecca Hughes & Alan George Hallsworth & Graham Clarke

April 2009, Volume 29, Issue 4

457-471 Producer service firms in globalising cities: the example of advertising firms in Stockholm
by Brita Hermelin

March 2009, Volume 29, Issue 3

387-399 Pricing of card payment services in Scandinavian banking
by Magnus Willesson

February 2009, Volume 29, Issue 2

143-154 Methods for determining areas for improvement based on the design of customer surveys
by Ching-Chow Yang & King-Jang Yang & Tsu-Ming Yeh & Fan-Yun Pai
155-171 Competition, agglomeration, and performance of Beijing hotels
by Eric W.K. Tsang & Paul S.L. Yip
173-184 Off-shoring in the contact centre industry and employment in the North West of England
by Frank Peck & Ignazio Cabras
185-202 An empirical study of evaluating supply chain management integration using the balanced scorecard in Taiwan
by Hsin Hsin Chang
203-218 The measurement of the construct satisfaction in higher education
by Helena Alves & Mário Raposo

January 2009, Volume 29, Issue 1

1-7 Editorial
by Jacob Dahl Rendtorff & Jan Mattsson

December 2008, Volume 31, Issue 3

327-341 Oiling global capital accumulation: analysing the principles, practices, and geographical distribution of Islamic financial services
by David Bassens & Ben Derudder & Frank Witlox
343-354 A longitudinal study of online non-relationship intentions
by Hong-Youl Ha & Swinder Janda
355-370 An exploration of the service orientation discrepancy phenomenon in a public sector context
by Barbara Caemmerer & Alan Wilson
371-384 Older consumer opportunities: small firm response in a selected group of UK service sector markets
by Ian Chaston
385-403 Efficiency and quality in health services: a crucial link
by José Luis Navarro-Espigares & Elisa Hernández Torres
441-468 Prediction of hotel bankruptcy using support vector machine, artificial neural network, logistic regression, and multivariate discriminant analysis
by Soo Y. Kim

December 2008, Volume 31, Issue 2

169-194 Understanding the ‘retail revolution’ in urban China: a survey of retail formats in Beijing
by Enru Wang
237-249 Capital structure and cost efficiency in the Taiwanese banking industry
by Tsai-Lien Yeh
251-271 SME growth in the service sector: A taxonomy combining life-cycle and resource-based theories
by João José Matos Ferreira & Susana Garrido Azevedo & Rosa Pires Cruz

November 2008, Volume 31, Issue 2

137-152 Internal labour markets as a strategic tool: A comparative study of UK and Chinese hotels
by Ron Fisher & Ruth McPhail
153-168 Which works better: public choice or social choice?
by Runtian Jing & Yao Li
195-213 The rise of super-elite law firms: towards global strategies
by Susan Segal-Horn & Alison Dean

December 2008, Volume 30, Issue 14

2441-2456 People-driven processes in customer relationship management
by Shari S.C. Shang & Shu Fang Lin
2457-2474 The future of standardised quality management in tourism: evidence from the Spanish tourist sector
by Marti Casadesus & Frederic Marimon & Mar Alonso

November 2008, Volume 30, Issue 14

2311-2328 The determinant of customer profitability on the financial institution
by Chia-Chi Lee & Tyrone T. Lin & Chien-Jen Chen
2329-2350 The determinate effects of competences and decision process factors on firms' internationalisation
by Tsui-Yii Shih
2401-2419 Conceptualizing and measuring experience quality: the customer's perspective
by Ting-Yueh Chang & Shun-Ching Horng
2421-2440 The effects of absorptive capacity, knowledge sourcing strategy, and alliance forms on firm performance
by Shu-Cheng Lee & Hueimei Liang & Chang-Yung Liu

October 2008, Volume 30, Issue 14

2293-2309 The role of commitment on the customer benefits--loyalty relationship in mobile service industry
by Won-Moo Hur & Jungkun Park & Minsung Kim
2351-2365 Factors influencing the foreign entry mode of Asian and Latin-American banks
by Meng-Fen Hsieh & Chung-Hua Shen & Jen-Sin Lee
2367-2385 The different systems for tourist hotels efficiency estimation in Taiwan
by Yung-Ho Chiu & Chung-Te Ting & Chin-Wei Huang
2387-2399 Nine issues for Internet-based survey research in service industries
by Hui-Chih Wang & Her-Sen Doong

November 2008, Volume 30, Issue 13

2273-2288 The link between intraday signals and call warrant mispricing
by Yueh-Neng Lin & Shih-Kuo Yeh & Shih-Ching Chuan & Steven J. Jordan

December 2008, Volume 30, Issue 13

2239-2260 Evaluation of business processes using probability-driven activity-based costing
by Mark Thomas Stelling & Rajkumar Roy & Ashutosh Tiwari & Basim Majeed

October 2008, Volume 30, Issue 12

1939-1954 Comparison websites: evidence from the service sector
by Des Laffey

October 2008, Volume 30, Issue 11

1803-1816 Social expertise: a new view to explain spatial divergences in personal consumer loan prices
by Jose Barrutia & Carmen Echebarria
1837-1852 Measuring the antecedents of e-loyalty and the effect of switching costs on website
by Maria Fuentes-Blasco & Irene-Gil Saura & Gloria Berenguer-Contrí & Beatriz Moliner-Velázquez
1853-1870 Effect of oil price risk on systematic risk from transportation services industry evidence
by Jin-Ray Lu & Chien-Chiao Chen
1871-1881 Re-examining the risk--return relationship in banks using quantile regression
by Ming-Yuan Leon Li
1883-1901 An acceptance model for an Internet protocol television service in Korea with prior experience as a moderator
by Hun Choi & Youngchan Kim & Jinwoo Kim
1903-1917 Creativity and the positive reading of Baumol cost disease
by Sergio Sparviero & Paschal Preston
1919-1934 Organisational justice and customer citizenship behaviour of retail industries
by Eh Di & Chien-Jung Huang & I-Heng Chen & Te-Cheng Yu

September 2008, Volume 30, Issue 11

1773-1786 Friendly flexible working practices within the internal marketing framework: a service perspective
by Klement Podnar & Ursa Golob
1787-1801 Enhancing value creation of device vendors in the medical service industry: a relationship perspective
by Tsuen-Ho Hsu & Hwan-Yann Su & Pin-Pin Liao
1817-1835 Reorganisation resolutions and bank lending relationships in Taiwan
by Li-Chiu Chi

October 2008, Volume 30, Issue 9

1479-1498 Services supporting female entrepreneurs
by Manuela Pardo-del-Val
1499-1512 The impact of entry modes on the organisational design of international hotel chains
by Maureen Brookes & Angela Roper
1513-1527 Businessman or host? Individual differences between entrepreneurs and small business owners in the hospitality industry
by Stephanie Wagener & Marjan Gorgievski & Serge Rijsdijk

September 2008, Volume 30, Issue 9

1401-1417 Market delimitation, firm survival and growth in service industries
by Ramón Rufín & Cayetano Medina
1419-1437 Emotional intelligence and caring behaviour in nursing
by Arménio Rego & Lucinda Godinho & Anne McQueen & Miguel P. Cunha
1439-1455 Building customer trust and loyalty: an empirical study in a retailing context
by Pi-Chuan Sun & Chia-Min Lin
1457-1478 Relationship exit in different legal environments: a cross-cultural analysis
by Carmen Camarero & Carmen Antón & Mirtha Carrero
1529-1547 Market penetration strategies and the fee--performance relationship: the case of Spanish money mutual funds
by Luis Muga & Rafael Santamaria
1549-1563 The costs of lead bank--distressed borrower relationships: evidence from commercial lending in Taiwan
by Tseng-Chung Tang
1565-1579 The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion
by Osman M. Karatepe & Mine Haktanir & Ilkay Yorganci

August 2008, Volume 30, Issue 8

1313-1341 Are there nonlinear relationships between the profitability of Portuguese service SME and its specific determinants?
by Paulo Maçãs Nunes & Zélia Silva Serrasqueiro & João Leitão

July 2008, Volume 30, Issue 8

1245-1261 The effect of the Internet on front-line employee skills: exploring banking in Sweden and France
by Sara Värlander & Anne Julien
1279-1297 Internal market orientation and its influence on the satisfaction of contact personnel
by Vicent Tortosa-Edo & Javier Sánchez-García & Miguel A. Moliner-Tena

June 2008, Volume 30, Issue 8

1199-1218 Corporate brand image in retail banking: development and validation of a scale
by Rafael Bravo & Teresa Montaner & Jose M. Pina

September 2008, Volume 30, Issue 8

1343-1357 Climate perceptions and the customer orientation of frontline service employees
by Filipe Jorge Coelho & Mário Gomes Augusto & Arnaldo Fernandes Coelho & Patrícia Moura Sá
1359-1375 Bank regulation and the process of internationalisation: A study of Japanese bank entry into London
by John Barry Howcroft & Rehan Ul-Haq & Richard Hammerton
1377-1400 In search of e-service value: technology-exploitation vs. certainty-seeking online behaviours
by Chien-Hsin Lin

April 2008, Volume 30, Issue 8

1299-1312 From the ‘Hindu rate of growth’ to ‘unstoppable India’: has the services sector played a role?
by Seema Joshi

May 2008, Volume 30, Issue 7

1047-1061 How does a new institution spread? Travel agencies' adoption of the service quality assurance programme
by Huei-Wen Pao & Hsueh-Liang Wu & Wei-Hwa Pan
1113-1137 Perceived power imbalance and customer dissatisfaction
by Jungki Lee

June 2008, Volume 30, Issue 7

1007-1024 International growth of banks: from competence-exploiting to competence-enhancing strategies?
by Sergio Mariotti & Lucia Piscitello
1025-1046 Role of customer orientation in an integrative model of brand loyalty in services
by Hong-Youl Ha & Joby John
1063-1076 Exploring public house employee's perceptions of their status: a UK case study
by Peter John Sandiford & Diane Seymour
1139-1157 The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
by Wansoo Kim & Chihyung Ok & Kevin Patrick Gwinner
1159-1176 An analysis of bank stock price reaction to distressed borrowers: Taiwanese evidence
by Tseng-Chung Tang

October 2008, Volume 30, Issue 7

1177-1197 Measuring user perceived service quality of online auction sites
by Chung-Tzer Liu & Yi Maggie Guo & Tzong-Yin Hsieh

April 2008, Volume 30, Issue 7

1077-1095 Does organisational support promote citizenship? The moderating role of market-focused HRM
by Mei-Ling Wang
1097-1111 The role of customer values in accepting information technologies in the public information service sector
by Fang-Ming Hsu & Tser-Yieth Chen & Shuwen Wang

July 2008, Volume 30, Issue 6

929-946 Franchise partner selection decision making
by Levent Altinay & Fevzi Okumus
947-964 Tourism expansion and corporate earnings in the tourism industry
by Ming-Hsiang Chen & Hyun Jeong Kim
965-989 Paths of the least resistance: understanding how motives form in international retail joint venturing
by Mark Palmer & Martin Owens & Ronan De Kervenoael
991-1005 A multi-sector comparison of relational learning and information and communication technologies adoption
by Juan-Gabriel Cegarra-Navarro & Anthony K.P. Wensley & Eusebio-Ángel Martínez-Conesa

June 2008, Volume 30, Issue 6

911-928 Development of brand equity: evaluation of four alternative models
by Hong-Youl Ha & Swinder Janda & Siva Muthaly

January 2008, Volume 30, Issue 6

851-871 Merger drivers and the change of bidder shareholders' wealth
by Sheng-Yung Yang & Lin Lin & De-Wai Chou & Hsiao-Chen Cheng
873-889 Service recovery expectation model -- from the perspectives of consumers
by Wen-Bao Lin
891-910 Relevant factors that affect service recovery performance
by Wen-Bao Lin

July 2008, Volume 30, Issue 5

701-712 Integrating transaction cost economics and the resource-based view in services and innovation
by Fernando J. Peris Bonet & Marta Peris-Ortiz & Ignacio Gil-Pechuan
777-791 The influence of innovation orientation on the internationalisation of SMEs in the service sector
by Maria Ripolles Meliá & Andreu Blesa Pérez & Salvador Roig Dobón

August 2008, Volume 30, Issue 5

633-641 Regional development and innovation: the role of services
by Francisco Mas-Verdu & Domingo Ribeiro Soriano & Salvador Roig Dobon
749-762 Regional innovation policies: the persistence of the linear model in Spain
by Ignacio Fernandez de Lucio & Francisco Mas-Verdu & Enrique Tortosa

May 2008, Volume 30, Issue 5

643-654 On the identification of critical mass in Internet-based services subject to network effects
by Jose Luis Arroyo-Barrigüete & Ricardo Ernst & Jose Ignacio López-Sánchez & Alejandro Orero-Giménez
655-670 Government and entrepreneurship in transition economies: the case of small firms in business services in Ukraine
by David Smallbone & Friederike Welter & Artem Voytovich & Igor Egorov
671-683 Evaluating European Union support for innovation in Spanish small and medium enterprises
by Ana M. Romero-Martínez & Marta Ortiz-de-Urbina-Criado & Domingo Ribeiro Soriano
685-700 The emergence of new modes of R&D services in Germany
by Knut Koschatzky & Thomas Stahlecker
713-729 The knowledge exchange intermediary as service provider: a discussion and an Australian case
by Damian Charles Hine & Rachel Parker & David Ireland
731-748 The tendency of advanced services to co-locate and the implications for regional government policy
by C. Michael Wernerheim
763-775 Challenges and strategies of local cultural cluster promotion policies in Korea
by Jisun Choi

May 2008, Volume 30, Issue 3

359-374 The impact of the tertiarization process in Spanish economic growth from a regional perspective
by Dolores Genaro & Elías Melchor
405-420 Being good or being known: corporate governance, media coverage, and earnings announcements
by Hsiang-Lin Chih & Hsiang-Hsuan Chih & Pin-Huang Chou

April 2008, Volume 30, Issue 3

321-337 Shopping mall management and entertainment experience: a cross-regional investigation
by Shu-pei Tsai
339-357 Contingency factors on the success of services for social integration and job placement schemes
by Joan Ramon Sanchis Palacio & Domingo Ribeiro Soriano
375-403 Delineating the effect of market orientation on services performance: a component-wise approach
by Rodoula H. Tsiotsou
421-435 Customer satisfaction, corporate image, and service quality in professional services
by Mara Cameran & Peter Moizer & Angela Pettinicchio
437-448 A conceptual framework to analyse hospital competitiveness
by Vasco Eiriz & Natália Barbosa & José Figueiredo
463-476 Multi-unit versus single-unit franchising: assessing why franchisors use different ownership strategies
by Roberto Sánchez Gómez & Isabel Suárez González & Luis Vázquez

June 2008, Volume 30, Issue 3

449-462 Government performance evaluation using a balanced scorecard with a fuzzy linguistic scale
by Jerry Chun-Teh Wu & Hsien-Tang Tsai & Meng-Hsun Shih & Hwai-Hui Fu

February 2008, Volume 30, Issue 2

149-169 Investigation of agency agreement formation: new opportunities for marketing relationship development in service industries
by Elizabeth Hemphill
171-184 Effects of shifts in monetary policy on hospitality stock performance
by Ming-Hsiang Chen & Chao-Ning Liao & Shi-Shen Huang
185-201 Supplier involvement and customer involvement effect on new product development success in the financial service industry
by Shu-Hua Chien & Jyh-jye Chen
203-223 Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing
by Yi-Wen Fan & Edward Ku
247-263 Does climate matter? An examination of the relationship between organisational climate and OCB among Israeli teachers
by Aaron Cohen & Danny Keren

March 2008, Volume 30, Issue 2

225-246 Business success factors and innovation in Canadian service sectors: an initial investigation of inter-sectoral differences
by Tyler Chamberlin & Jérôme Doutriaux & John Hector
265-280 The service triad: modelling dialectic tensions in service encounters
by Erika Andersson-Cederholm & Szilvia Gyimóthy
281-298 Logistics service capabilities and firm performance of international distribution center operators
by Chin-Shan Lu & Ching-Chiao Yang
299-320 A consumption emotion measurement development: a full-service restaurant setting
by Heesup Han & Ki-Joon Back & Betsy Barrett

May 2008, Volume 30, Issue 1

11-23 International professional service firms: how do they affect government policy?
by Gary L. Simon & Dianne H.B. Welsh
71-84 For and against? An exploration of inadvertent influences of policies on KIBS industries in the Finnish policy setting
by Anmari Viljamaa & Jari Kolehmainen & Jari Kuusisto
85-97 Promotion of service industries by means of entry restriction: the case of operators in the slot machine industry
by Vicente Safón
99-118 Policies to enhance the ‘hidden innovation’ in services: evidence and lessons from the UK
by Maria Abreu & Vadim Grinevich & Michael Kitson & Maria Savona
133-147 Public funding for product, process and organisational innovation in service industries
by C. Annique Un & Angeles Montoro-Sanchez

June 2008, Volume 30, Issue 1

55-70 Knowledge-intensive service activities in the success of the Australian mining industry
by Cristina Martinez-Fernandez
119-131 Support policy for the tourism business: a comparative case study in Spain
by David Urbano & Nuria Toledano & Domingo Ribeiro

August 2008, Volume 30, Issue 1

1-10 Government policies and services: an approach to the international context
by Francisco Mas-Verdu & Domingo Ribeiro & Salvador Roig Dobón
25-42 State and the software: public policies in the shaping of the Indian software sector
by Mahesh Sarma & Venni Venkata Krishna
43-54 Innovation policy, services and internationalisation: the role of technology centres
by Victor Martinez-Gomez & Amparo Baviera-Puig & Francisco Mas-Verdú

September 2008, Volume 29, Issue 12

1635-1657 Diversity of innovation patterns in services
by Xavier Vence & Alexandre Trigo

January 2008, Volume 29, Issue 9

1261-1272 Should a lower-price service offer a full-satisfaction guarantee?
by Jehn-Yih Wong & Sheng-Hshiung Tsaur & Chih-Hung Wang
1273-1291 Sources of TFP growth in the Malaysian Islamic banking sector
by Fadzlan Sufian
1293-1310 Family, life cycle and consumption of services: the Spanish case
by José A. Camacho & Manuel Hernández-Peinado

February 2008, Volume 29, Issue 4

539-555 The moderating influence of hedonic consumption in an extended theory of planned behaviour
by Richard Lee & Jamie Murphy & Esther Swilley

October 2008, Volume 29, Issue 4

431-455 Innovation in the experience economy: a taxonomy of innovation organisations
by Jon Sundbo

June 2008, Volume 29, Issue 4

401-405 Service competitiveness and cohesion: an introduction to the special issue
by Mika Kautonen & Peter Daniels & Marie-Christine Monnoyer
407-430 Patterns of innovation in knowledge-intensive business services
by Nabil Amara & Réjean Landry & David Doloreux
473-490 Postal services deregulation in the EU, market, social and territorial cohesion issues
by Damien Broussolle
491-502 ‘Publicity’: policy push in the age of privatisation
by Ilari Karppi & Arto Haveri

January 2008, Volume 29, Issue 4

523-537 Optimal size of the financial services industry in Taiwan: a new DEA-option-based merger simulation approach
by Lin Lin & Chieh-Yang Huang

March 2008, Volume 29, Issue 1

21-34 An integrative model of care ethics in public innovation
by Lars Fuglsang & Jan Mattsson
35-45 Treating threats: the ethical dilemmas of treating threatening patients
by Jeanette Lemmergaard & Sara Louise Muhr

January 2008, Volume 29, Issue 1

75-89 Creating and launching a challenger brand: a case study
by Leslie de Chernatony & Susan Louise Cottam

December 2008, Volume 28, Issue 10

1339-1356 Innovation in services -- how different from manufacturing?
by Cesaltina Pacheco Pires & Soumodip Sarkar & Luísa Carvalho
1357-1383 Strategic orientation and performance measurement model in Taiwan's travel agencies
by Leo Huang
1385-1398 Is competence set expansion in the information service industry a planned behavior? The moderating effects of action control style
by Daniel Y. Shee & Ya-Ling Wu
1399-1414 Managerial approaches towards service quality: the case of three service organisations
by Ebrahim Soltani & Pei-Chun Lai & Robert Van Der Meer & Terry M. Williams
1415-1429 Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay
by Pratibha A. Dabholkar & Xiaojing Sheng
1431-1443 The impact of implicit and explicit communications on frontline service delivery staff
by Ian Lings & Amanda Beatson & Siegfried Gudergan
1445-1462 Revised planning matrix of quality function deployment
by Wei-Jaw Deng & Ying-Feng Kuo
1463-1481 Digital music services: consumer intention and adoption
by Sze Wan Kwong & Jungkun Park
1483-1499 Influence of innovation on performance: analysis of Spanish service firms
by Dioni M. Elche & Ángela González
1501-1513 The influence of customer-to-customer interactions and role typology on customer reaction
by Cedric Hsi-Jui Wu
1515-1530 Consumer thoughts, actions, and feelings from within the service experience
by David Bowen

November 2008, Volume 28, Issue 9

1199-1213 What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study
by Satu Nätti & Jukka Ojasalo
1215-1224 The impact of manager promotion programs on store performance: evidence from 3C chain stores in Taiwan
by Hsuan-Lien Chu & Shuen-Zen Liu
1225-1245 Barriers to ascension to senior management positions in retailing
by Adelina Broadbridge
1247-1263 Structural relationships among organisation service orientation, employee service performance, and consumer identification
by Cedric Hsi-Jui Wu & Rong-Da Liang & Wei Tung & Ching-Sheng Chang
1265-1275 Female tour leaders as advertising endorsers
by Chin-Tsai Lin & Kuo-Ching Wang & Wen-Yu Chen

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