Managing Service Quality: An International Journal: Volume 15 Issue 6
Table of contents - Special Issue: Service innovation management
Guest Editors: Allard C.R. van Riel
Introduction to the special issue on service innovation management
Allard C.R. van RielThis paper introduces the special issue on service innovation management.
Leadership styles in technology acceptance: do followers practice what leaders preach?
Jeroen Schepers, Martin Wetzels, Ko de RuyterService firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new…
Linking perceived value and loyalty in location‐based mobile services
Minna PuraTo analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of…
The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service
Marcel van Birgelen, Paul Ghijsen, Janjaap SemeijnRecent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality…
Service innovation and customer choices in the hospitality industry
Liana Victorino, Rohit Verma, Gerhard Plaschka, Chekitan DevThe purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of…
The role of guides in artistic industries: The special case of the “star system” in the haute‐cuisine sector
Bernard Surlemont, Colin JohnsonThe haute‐cuisine industry must cope with two, apparently antagonist demands from customers: providing reliable advice about the choice of restaurant, while concurrently…
What works, and why, in business services provision for SME: insights from evolutionary theory
Marjolein C.J. Caniëls, Henny A. RomijnProgrammes providing services for small‐ and medium‐sized enterprises are important. Yet, quality and impact of many of these programmes lag behind expectations. This paper…