International Journal of Service Industry Management: Volume 14 Issue 2
Table of contents
Managing the transition from products to services
Rogelio Oliva, Robert KallenbergManagement literature is almost unanimous in suggesting to manufacturers that they should integrate services into their core product offering. The literature, however, is…
Linking service to profit: the business case for service excellence
Ken Bates, Hilary Bates, Robert JohnstonAdds to the stream of research concerned with understanding the relationship between good service and profit. Takes a broader perspective than recent studies and asks does the…
Theatrical service experiences: Dramatic script development with employees
Richard Harris, Kim Harris, Steve BaronThis article provides a framework for the development of a dramatic script for a service (retail) organisation. It is argued that such a script can lead to an agreed experiential…
Hierarchical representation of satisfactory consumer service experience
Chiara Orsingher, Gian Luca MarzocchiWhat conceptual organization underlies evaluative judgments in the mind of consumers? Drawing from the theory of cognitive schemata and from means‐end theory, here we show that…
Customer complaining behaviour in technology‐based service encounters
Kaisa Snellman, Tiina VihtkariCompares complaining behaviour in traditional and technology‐based service encounters. Drawing on 160 negative critical incidents within Finnish retail banking, shows that…
The role of quality practices in service organizations
Anders Gustafsson, Lars Nilsson, Michael D. JohnsonMany organizations use quality management to improve firm performance, but the results do not always come quickly. Research in the manufacturing sector has found that different…