International Journal of Service Industry Management: Volume 16 Issue 3
Table of contents
The comparative analysis of TQM practices and quality performance between manufacturing and service firms
Daniel I. PrajogoThis paper seeks to examine the difference between manufacturing and service firms with respect to the implementation of total quality management (TQM) practices, and the…
Customer frustration in loyalty programs
Bernd Stauss, Maxie Schmidt, Andreas SchoelerThis article aims to examine the negative effects of loyalty programs from the perspective of frustration theory. It seeks to develop a model of customer frustration on the basis…
Connecting organizational human resource practices to consumer satisfaction: Outlining a potential causal mechanism
Karthik NamasivayamThe purpose of this paper is to provide researchers and practitioners an understanding of one potentially direct linking mechanism between organizational practices and consumer…
Heckit modelling of tourist expenditure: evidence from Spain
Juan L. Nicolau, Francisco J. MásThis study intends to decompose the tourist choice process into two stages (decision to take a holiday and tourist expenditure), and to propose and test various expectations on…
Developing new frameworks for operations strategy and service system design in electronic commerce
Cho Sung‐EuiThe purpose of this study is to develop new frameworks for operations strategy and service system design in electronic commerce (EC) to provide strategic insights to academics and…