International Journal of Service Industry Management: Volume 14 Issue 4

The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting

Chatura Ranaweera, Jaideep Prabhu

Adopts a holistic approach that examines the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Argues that…

A typology of Korean discount shoppers: shopping motives, store attributes, and outcomes

Byoungho Jin, Jai‐Ok Kim

The internationalization of retailing is increasing throughout the global service markets. Among many retail formats, the discount store is one of the fastest growing formats…

The consumer as “transient employee”: Consumer satisfaction through the lens of job‐performance models

Karthik Namasivayam

This paper responds to the call for increased attention to the consumer's point of view in modeling the service exchange. A novel conceptualization of a service product is…

Service failures away from home: benefits in intercultural service encounters

Clyde A. Warden, Tsung‐Chi Liu, Chi‐Tsun Huang, Chi‐Hsun Lee

Consumer travel and multinational service corporations have increased the opportunity for service failures where consumers from one culture experience service problems in another…

State‐based management: A process for reducing customer waiting in over‐the‐counter service operations

Margaret Rossiter

State‐based management (SBM) is a specific form of the game‐play methodology (GPM) – an approach to the application of constraints in humanity activity systems. The theory that…