International Journal of Service Industry Management: Volume 13 Issue 1
Table of contents
Leveraging the potential of process technology through workflow scheduling
Paulo J. Gomes, Larry C. MeileThe paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is…
The impact of information technology on customer and supplier relationships in the financial services
Paul Mulligan, Steven R. GordonThis study examines the role that information technology plays in supporting relationships between customers and suppliers in the financial service industry. It traces the…
Leveraging technology to improve field service
Saligrama Agnihothri, Nagaraj Sivasubramaniam, Donald SimmonsThe primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization…
IT‐based services and service quality in consumer banking
Faye X. Zhu, Walter Wymer, Injazz ChenThis paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived…
Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection
Rhett H. Walker, Margaret Craig‐Lees, Robert Hecker, Heather FrancisThe use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes…