International Journal of Service Industry Management: Volume 14 Issue 5


Table of contents

Editorial: From p‐services to e‐services

Eldon Y. Li, Xiande Zhao

An issue devoted to the Second International Conference on Electronic Business, in December 2002, in Taiwan. Included are six papers, taken from a total of 205 papers that were…


Internet retail customer loyalty: the mediating role of relational benefits

Hsiu Ju Rebecca Yen, Kevin P. Gwinner

The application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in…


Determinants of user acceptance of Internet banking: an empirical study

Yi‐Shun Wang, Yu‐Min Wang, Hsin‐Hui Lin, Tzung‐I Tang

The explosion of Internet usage and the huge funding initiatives in electronic banking have drawn the attention of researchers towards Internet banking. In the past, the…


Characteristics of product/service process and customer needs of geographical accessibility in electronic commerce

Sung‐Eui Cho, Kwangtae Park

The necessity of geographical accessibility between service provider and the customer has been essential for face‐to‐face contact in many service industries. However, the…


E‐service: enhancing internal customer service through e‐procurement

Simon Croom, Robert Johnston

E‐business developments represent a significant step in the evolution of inter‐organisational systems (IOS). Their impact on external supply chains is a major area of discussion…


A descriptive model of online shopping process: some empirical results

Su‐Jane Chen, Tung‐Zong Chang

Since early 1990s, tremendous growth of e‐commerce has transformed the world retail infrastructure rapidly. Although the Internet burst between 2000 and 2002 which slowed down the…


Cost benefit factor analysis in e‐services

Jie Lu, Guangquan Zhang

This paper first presents a research framework for e‐service evaluation within four categories: cost, benefit, functions and development, each incorporating a number of factors…




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1990 – 2008

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Emerald Publishing Limited