Evardsson, B. (2008), "Editorial", International Journal of Service Industry Management, Vol. 19 No. 2. https://doi.org/10.1108/ijsim.2008.08519baa.001Download as .RIS
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Copyright © 2008, Emerald Group Publishing Limited
Article Type: Editorial From: International Journal of Service Industry Management, Volume 19, Issue 2.
This issue of International Journal of Service Industry Management contains six thought-provoking contributions focusing on relevant issues within service research. The first four articles are selected papers from the conference QUIS10. Robert Ford and Duncan Dickson from University of Central Florida are Guest Editors and I want to thank them for doing a great job. The papers are introduced in a separate preface.
Article five focuses on factors that enable the formation of high-performing business services in product manufacturing firms. The general conclusion is that forming high-performing business services in product manufacturing firms stems largely from managers' ability to create internal alignment among several organizational factors that collectively “fit” conditions in the market. Article six aims to propose a novel approach of fuzzy importance-performance analysis (FIPA) to replace conventional importance-performance analysis (IPA) for determining critical service attributes for achieving superior customer satisfaction. The implementation of FIPA shows the determined critical service attributes are almost completely different from those attributes acquired by conventional IPA.