Journal of Service Management: Volume 20 Issue 4

Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences

Breffni M. Noone, Sheryl E. Kimes, Anna S. Mattila, Jochen Wirtz

Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce…

Exploring cultural differences in customer forgiveness behavior

Haithem Zourrig, Jean‐Charles Chebat, Roy Toffoli

The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective.

What about interaction?: Networks and brands as integrators within service‐dominant logic

Anna Fyrberg, Rein Jüriado

This paper aims to increase the understanding of networks within the service‐dominant logic (S‐D logic) and to demonstrate the importance of interaction between network actors as…

Application of fault tree analysis to the service process: service tree analysis approach

Youngjung Geum, Hyeonju Seol, Sungjoo Lee, Yongtae Park

This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the Boolean logic…

The relationship between service quality and retention within the automated and traditional contexts of retail banking

Mohammad Al‐Hawari, Tony Ward, Leonce Newby

The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.

Values‐based Service for Sustainable Business – Lessons from IKEA

Javier Reynoso