International Journal of Service Industry Management: Volume 11 Issue 1

An empirical analysis of management challenges in service factories, service shops, mass services and professional services

Rohit Verma

This study presents an empirical snapshot of management challenges among different types of service industries (Service Factory, Service Shop, Mass Service, and Professional…

A customer contact measurement model: an extension

Deborah L. Kellogg

This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural…

New service development: initiation strategies

David Kelly, Chris Storey

This paper addresses the issue of initiating new service development (NSD) projects. The aim of the article is to investigate whether firms use systematic procedures to generate…

The influence of selected antecedents on frontline staff’s perceptions of service recovery performance

Christo Boshoff, Janine Allen

This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service…

Customer equity considerations in service recovery: a cross‐industry perspective

Ko de Ruyter, Martin Wetzels

Service recovery, or “doing things very right the second time” has been identified as a strategic issue in the services marketing and management literature. So far, much of the…