International Journal of Service Industry Management: Volume 3 Issue 1

Some Moderating Effects of Client‐interaction Need on Perceived Technology and Structure in Service Providers′ Tasks

Peter K. Mills, James H. Morris

Face‐to‐face role sending between client and service provider,described here as client‐interaction need (CIN), is more extensive andcrucial in some service situations than in…

Service Quality Management: A Process‐control Approach

Ray M. Haynes, Patricia K. DuVall

The world is moving into a services industry environment which isevidencing many of the same productivity and quality issues associatedwith manufacturing during the past two…

Restructuring towards a Service Orientation: The Strategic Challenges

Claude R. Martin Claude R. Martin Jr, David A. Horne

Reports results from in‐depth interviews with 80 senior managers in16 US‐based multinational firms and from group discussions with 388senior‐level executives from 241 firms. The…

Contemporary Issues in UK Bank Delivery Systems

Barry Howcroft

Distribution channels are an important means both of deliveringproducts and of communicating effectively with the marketplace. In thebasic bank markets, which have been…

Environmental Issues in Tourism Management: Computer Modelling for Judgmental Decisions

Bruce Curry, Luiz Moutinho

Considers the scope for using computer models to assist in tourismplanning, with particular emphasis on the environmental issues. Suggeststhat a suitable platform for such models…