International Journal of Service Industry Management: Volume 10 Issue 5

Progress and prospects of services management in Latin America

Javier Reynoso

This article presents insights on the increasing importance of services in the economic growth of Latin America and its complex evolution towards a service society. The article…

External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USA

Michèle Paulin, Ronald J. Ferguson, Ana Maria Alvarez Salazar

The purpose of the present study was to determine, across three distinct national contexts, to what extent the creation of customer‐perceived value, as determined by the measure…

Management of core capabilities in Mexican and European banks

Bernardo Bátiz‐Lazo, Douglas Wood

This research considers the way banks have altered their strategies as regulatory change (i.e. deregulation) and information technology (IT) innovations created more opportunities…

Assessing the cross‐cultural applicability of a service quality measure A comparative study between Quebec and Peru

Miguel Morales Espinoza

This research assesses the psychometric properties of a service quality measure applied internationally and investigates cross‐cultural differences in perceived service quality…

An exploratory study of service value in the USA and Ecuador

Michael K. Brady, Christopher J. Robertson

In recent years, the significance of offering value to service customers rivals the provision of satisfaction and service quality. The growing importance of the construct is…

Attribute importance in service quality: an empirical test of the PBZ conjecture inBrazil

Frederico A. de Carvalho, Valdecy Faria Leite

According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be. This paper…