International Journal of Service Industry Management: Volume 19 Issue 3

Emotional experiences in customer relationships – a telecommunication study

Inger Roos, Margareta Friman

This study aims at deepening understanding of the role of emotion in customer switching processes and identifying the relative frequency of negative discrete emotions in terms of…

Internal performance evaluation: the case of bank branches

E. Grifell‐Tatjé, P. Marques‐Gou

The purpose of this paper is to propose a new approach for gauging the performance of the operating units of a retail banking organisation, responding to the special demands of an…

The nature and consequences of price unfairness in services: a comparison to tangible goods

David Martín‐Ruiz, Francisco Javier Rondán‐Cataluña

The purpose of this paper is to explore consumers' perceptions of price unfairness in services, what are its antecedents and when it is important for the consumer. Thus, the…

Linking employee perceptions of collective efficacy in self‐managing service teams with customer‐perceived service quality: A psychometric assessment

Ad de Jong, Martin Wetzels, Ko de Ruyter

The purpose of this paper is to investigate the linkage between self‐managing team (SMT) member perceptions of collective efficacy and customer‐perceived service quality, and the…

Replication strategies, knowledge and attention: a study of coffee chains

Eyal Yaniv, David M. Brock

The purpose of this paper is to propose and test a model that uses “organizational attention” as an explanatory factor of knowledge transfer, and apply it to firms pursuing a…

Antecedents of internal marketing practice: some preliminary empirical evidence

Spiros Gounaris

Service employees are reported to influence negatively the development of a market orientation hindering thus the service company's effort to become more customer centric. A way…

Critical Marketing – Defining the Field

Per Skålén