International Journal of Service Industry Management: Volume 19 Issue 4

The service recovery paradox: true but overrated?

Stefan Michel, Matthew L. Meuter

The paper's aim is to test the existence of the service recovery paradox.

The influence of selling behaviors on customer relationships in financial services

Min‐Hsin Huang

To compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer…

Key strategies for the successful involvement of customers in the co‐creation of new technology‐based services

Per Kristensson, Jonas Matthing, Niklas Johansson

The aim is to propose a conceptual framework consisting of research propositions concerning the key strategies required for the successful involvement of customers in the…

The role of post‐training self‐efficacy in customers' use of self service technologies

Xinyuan Zhao, Anna S. Mattila, Li‐Shan Eva Tao

The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the…

The relationships between operations strategies and operations activities in service context

Daniel I. Prajogo, Christopher M. McDermott

The present study aims to empirically explore the relationships between selected operations strategies and the associated operations activities. Specifically, for service firms…

The impact of other‐customer failure on service satisfaction

Wen‐Hsien Huang

The purpose of this paper is to investigate how and why other‐customer misbehavior has a negative influence on customer satisfaction with the service firm.

In Search of a New Logic for Marketing – Foundations of Contemporary Theory

Javier Reynoso

Special issue on Interventionist research

The 11th International Research Symposium on Service Excellence in Management (QUIS)