International Journal of Service Industry Management: Volume 13 Issue 4


Table of contents

The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty‐reward‐contrast analysis

Kurt Matzler, Elmar Sauerwein

There is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction…

The job satisfaction and performance of contingent and regular customer service representatives: A human capital perspective

Dan Moshavi, James R. Terborg

Although research on customer service representatives (CSRs) in call centers has increased in recent years, little attention has been paid to the growing use of contingent…

Optimizing the service configuration with the least total cost approach

Xiande Zhao, R.S.M. Lau, Kokin Lam

Presents an approach to optimize the service configurations of a student canteen utilizing computer simulation and a total cost function that incorporates both the cost of…

SYSTRA‐SQ: a new measure of bank service quality

Abdullah H. Aldlaigan, Francis A. Buttle

We describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First…

The relationship of customer satisfaction and service workers’ perceived control: Examination of three models

Dana Yagil

The study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider…



Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited