International Journal of Service Industry Management: Volume 15 Issue 5
Table of contents
Implementing international franchising: the role of intrapreneurship
Levent AltinayThis paper fills a gap in the research undertaken into the role of intrapreneurs in the international franchise process of an organisation. The intrapreneurial role of…
Developing a framework for rewards in combined production/service businesses: The case of tipping in the restaurant industry
Aviad A. Israeli, Rachel BarkanExamines monetary rewards in businesses that combine technical and functional aspects of service. Focusing on the restaurant industry, develops a framework that explains tipping…
Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention
Thorsten Hennig‐ThurauWith the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main…
New service development: learning from and with customers
Jonas Matthing, Bodil Sandén, Bo EdvardssonNew service development relies on the complex task of understanding and anticipating latent customer needs. To facilitate proactive learning about the customer, recent findings…
The concept of fit in services flexibility research: an empirical approach
Antonio J. Verdú‐Jover, F. Javier Lloréns‐Montes, Víctor J. García‐MoralesThe research attempts to evaluate whether services firms form a homogeneous body when applying managerial flexibility as compared to manufacturing firms. The paper examines the…