International Journal of Service Industry Management: Volume 17 Issue 1
Table of contents
The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward internet portal sites
Jyh‐Shen Chiou, Chung‐Chi ShenThis study aims to develop and empirically test a model examining the antecedents of consumer loyalty toward internet portals.
Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior
José Varela González, Teresa García GarazoThe purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB…
Reexamining the link between employee satisfaction and store performance in a retail environment
Timothy L. Keiningham, Lerzan Aksoy, Robert M. Daly, Kathy Perrier, Antoine SolomThis research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European…
Hotel networks and social capital in destination marketing
Yvonne von Friedrichs Grängsjö, Evert GummessonThe paper provides insights into destination marketing and the conditions and outcome of competitor co‐operation in a local, horizontal hotel network. The specific purpose is to…
Measuring customer loyalty with multi‐item scales: A case for caution
Magnus SöderlundThe contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects…