International Journal of Service Industry Management: Volume 13 Issue 3
Table of contents
The impact of knowledge types on the consumer search process: An investigation in the context of credence services
Anna S. Mattila, Jochen WirtzPrevious research provides evidence for a conceptual distinction between self‐assessed and objective knowledge, and relatively little is known about the relationship between…
The real cost of making customers wait
Peter T. IttigThis paper considers the problem of estimating the service capacity that should be provided in a situation in which additional capacity may result in greater demand. Difficulties…
Contact personnel, physical environment and the perceived corporate image of intangible services by new clients
Nha Nguyen, Gaston LeblancThe purpose of this article is to evaluate empirically the impact of contact personnel and physical environment on the perception of corporate image by new clients by using the…
Relationship between operations strategy and size in engineering consulting firms
Daniel Arias ArandaThe relationship between strategy and firm size has been broadly considered and studied in strategic management literature. However, this topic has not been paid as much attention…
A capacity management model in service industries
B. Adenso‐Díaz, Pilar González‐Torre, Virginia GarcíaThe problem of capacity management is one of the most difficult to tackle in business management; a situation which is aggravated in the majority of services, due to uncertain…