International Journal of Service Industry Management: Volume 17 Issue 4
Table of contents
Customer knowledge transfer and key account management in professional service organizations
Satu Nätti, Aino Halinen, Niina HanttuEffective customer‐specific knowledge transfer is the cornerstone of customer value creation in professional service organizations. In order to formulate a coherent service…
Critical contractual issues of outsourced operation and maintenance service for commercial buildings
Joseph H.K. Lai, Francis W.H. Yik, Phil JonesBuilding operation and maintenance (O&M) service, which embraces a wide range of specialist trades, has been increasingly outsourced through discrete contracts. This paper aims to…
Identifying determinants of success in development of new high‐contact services: Insights from the hospitality industry
Michael Ottenbacher, Juergen Gnoth, Peter JonesThe purpose of this study is to gain insight into factors that contribute to the success in high contact new service development (NSD) projects.
A strategic review of operations and marketing functions in retail banks
Munsung Rhee, Satish MehraAims to examine the performance affects of strategic integration in retail banking services.
Temporal and spatial e‐service value
Kristina HeinonenTo develop a conceptual framework for temporal and spatial e‐service value.