International Journal of Service Industry Management: Volume 15 Issue 2
Table of contents
The impact of service failures on customer loyalty: The moderating role of affective commitment
Anna S. MattilaThis purpose of this study was to investigate the negative impact of service failures on customer loyalty. More specifically, we examined the moderating role of affective…
Consumer responses to compensation, speed of recovery and apology after a service failure
Jochen Wirtz, Anna S. MattilaThis experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their…
Outpatient appointment scheduling with urgent clients in a dynamic, multi‐period environment
Kenneth J. Klassen, Thomas R. RohlederTime waiting for service is a major concern for consumers, and excessive waiting for a pre‐scheduled appointment is especially annoying. This is an on‐going problem because…
Participative customers as partial employees and service provider workload
An‐Tien Hsieh, Chang‐Hua Yen, Ko‐Chien ChinFor service providers, whether customers can act the role of partial employees when participating in the service production and delivery process is a subject that has been…
Self‐service with a smile?: Self‐service technology (SST) encounters among Canadian business‐to‐business
Devashish PujariThis paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers. It provides an understanding of key determinants of…