International Journal of Service Industry Management: Volume 16 Issue 4
Table of contents
Past progress and future directions in conceptualizing customer perceived value
Chien‐Hsin Lin, Peter J. Sher, Hsin‐Yu ShihTo propose an alternative model specification for better conceptualizing the definition of a customer perceived value construct, and to discuss the theoretical justification of…
Applying the service profit chain to analyse retail performance: The case of the managerial strait‐jacket?
Michael Pritchard, Rhian SilvestroThe purpose of this paper is to apply Heskett, Sasser and Schlesinger's service profit chain to a single retail service with a view to developing a better understanding of the…
Perceived risk and the consumer buying process: internet airline reservations
Lawrence F. Cunningham, James H. Gerlach, Michael D. Harper, Clifford E. YoungThis research aims to investigate the premise that the use of internet airline reservation systems is perceived to be riskier than traditional airline reservation shopping.
Customer confidence: the development of a “pre‐experience” concept
Paul Flanagan, Robert Johnston, Derek TalbotThe purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of…
The business value of e‐government for small firms
Debora Viana Thompson, Roland T. Rust, Jeffrey RhodaTo propose and test a model about the business value of government electronic services (e‐government) to small firms. Two dimensions of e‐government use (search‐oriented and…