International Journal of Service Industry Management: Volume 8 Issue 2
Table of contents
An experimental study of service recovery options
Christo BoshoffAs the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery are…
A dual perspective of customer orientation: a modification, extension and application of the SOCO scale
Kerry Daniel, David N. DarbyThe importance of customer orientation has been widely discussed although few studies have specifically measured this construct. Describes a study that compares the service…
Emotions in service satisfaction
Veronica Liljander, Tore StrandvikTraditionally only cognitive measures, such as the disconfirmation of some comparison standard or perceived service performance, have been used to explain perceived service…
Market orientation in UK multiple retail companies: nature and pattern
Hong Liu, Gary DaviesDespite substantial research on market orientation in manufactured goods companies, few studies have examined the adoption of market orientation by retailers. Develops a framework…