International Journal of Service Industry Management: Volume 17 Issue 3


Table of contents

Arousal expectations and service evaluations

Anna S. Mattila, Jochen Wirtz

This paper aims to test a theoretical framework that explains arousal congruency effects on consumer perceptions of intrinsically pleasant service environments.

New aspects of research into service encounters and service quality

Göran Svensson

The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to…

The relationship of service provider power motivation, empowerment and burnout to customer satisfaction

Dana Yagil

Burnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer…

Service validity and service reliability of search, experience and credence services: A scenario study

Mirjam Galetzka, Joost W.M. Verhoeven, Ad Th.H. Pruyn

The purpose of this research is to add to our understanding of the antecedents of customer satisfaction by examining the effects of service reliability (Is the service…

Call centre management: responsibilities and performance

George Robinson, Clive Morley

To investigate call centre management from the perspective of the managers, particularly what the key management responsibilities are in managing call centres and the key…



Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited