International Journal of Service Industry Management: Volume 17 Issue 2
Table of contents - Special Issue from the 4th ServSIG Services Research Conference: Services Research – A Truly Global Discipline
Guest Editors: Jochen Wirtz, Shaukat Brah
Beyond technology acceptance: understanding consumer practice
Steve Baron, Anthony Patterson, Kim HarrisTo critically examine the current definitions of key constructs of the technology acceptance model (TAM) in a consumer technology‐based service.
Improving call centre agent performance: A UK‐India study based on the agents’ point of view
Vaikalathur Shankar Mahesh, Anand KasturiThe study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent…
Switching barriers in business‐to‐business services: a qualitative study
Venkata Yanamandram, Lesley WhiteTo investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector.
E‐customers' third party complaining and complimenting behavior
Lynn Goetzinger, Jung Kun Park, Richard WiddowsTo provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a…
Defining relationship quality for customer‐driven business development: A housing‐mortgage company case
Inger Roos, Anders Gustafsson, Bo EdvardssonThe purpose of this study is to compare the company's perception of their business to the customers' dynamic view of their relationships with the same company.