International Journal of Service Industry Management: Volume 8 Issue 1
Table of contents
Leveraging customer competency in service firms
Bonnie Farber CanzianiIntegrates perspectives across operations, marketing, human resources, and organizational theory in a conceptualization of the theoretical relationships between customer…
Twisting servicescapes: diversion of the physical environment in a re‐appropriation process
Véronique Aubert‐GametAn intentional meander around the central issue of servicescapes design. Proposes that there are worthwhile lessons to be learned from the way in which users divert and subvert…
Asymmetry of information and the service relationship: selection and evaluation of the service provider
Camal GalloujThe relationship between consultants and their clients is characterized by a considerable asymmetry of information. In this type of relationship, the client is unable accurately…
Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel
Jean‐Louis Chandon, Pierre‐Yves Leo, Jean PhilippeSelling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to…
The nature of corporate culture within a service delivery environment
Alan M. WilsonExamines the nature of corporate culture in a service delivery environment. In particular, attempts to examine the level of consensus that exists with regard to the norms, values…