International Journal of Service Industry Management: Volume 10 Issue 1
Table of contents
“Tribal warfare” and gaps affecting internal service quality
Susan Auty, George LongAnalogies between internal and external service quality suggest that internal quality can be assessed without too much regard to differences between organizational customers and…
Linking communication to innovation success in the financial services industry: a case study analysis
Annouk Lievens, Rudy K. Moenaert, Rosette S JegersReports the findings of an exploratory case study research on the contribution of internal and external communication to the commercial success of financial service innovations…
Professional concern: managing knowledge‐based service relationships
Peter K. Mills, Dan S. MoshaviResearch has shown that managing client participation can add value to the delivery of quality services. While several control mechanisms have been proposed in the literature for…
Customer stress‐relaxation: the impact of music in a hospital waiting room
David A. Tansik, Robert RouthieauxThis study investigated the impact of music on customers, persons waiting for surgery patients, in a hospital’s surgery waiting room; an inherently stressful environment. These…
Introducing uncertain performance expectations in satisfaction models for services
Jochen Wirtz, John E.G. BatesonResearch on perceived risk and multiattribute models with uncertain attributes has shown that consumers are familiar with unit‐to‐unit variability of products and services, and…