Managing Service Quality: An International Journal: Volume 21 Issue 4
Table of contents - Special Issue: Selected papers from SERVSIG Conference 2010
Guest Editors: Raymond P. Fisk, Lia Patricio
Complex service recovery processes: how to avoid triple deviation
Bo Edvardsson, Bård Tronvoll, Ritva HöykinpuroThis article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on…
The influence of service environments on customer emotion and service outcomes
Jiun‐Sheng Chris Lin, Haw‐Yi LiangPrevious research on the relationship between service environments and customer emotions and service outcomes has focused on the physical environment. Among studies exploring the…
Internalisation or externalisation?: Examining organisational arrangements for industrial services
Christian Kowalkowski, Daniel Kindström, Lars WitellManufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm‐, offering‐, and…
The orchestrating firm: value creation in the video game industry
Mikael Gidhagen, Oscar Persson Ridell, David SörhammarThe objective of this paper is to present an empirically founded outline of value creation and the orchestration of this process.
Reputation attributes in retailing services: managerial perspective
Raija Järvinen, Kati SuomiThe purpose of this article is to study the construct of reputation in retail services, its dimensions and attributes from the store management perspective.
The role of technology readiness in self‐service technology acceptance
Jiun‐Sheng Chris Lin, Hsing‐Chi ChangNotwithstanding a significant amount of literature on the technology acceptance model (TAM), past research has overlooked the role consumers' technology readiness (TR) plays in…