International Journal of Service Industry Management: Volume 17 Issue 5


Table of contents

Problem solving within professional services: evidence from the medical field

Elina Jaakkola, Aino Halinen

To test the validity of the presumed characteristics of professional services by studying their manifestation in the problem solving that occurs in service production.


The role of prior knowledge in international franchise partner recruitment

Levent Altinay, Catherine L. Wang

To investigate the role of prior knowledge in the international franchise partner recruitment process and to evaluate how cultural distance influences the role of prior…


Does role clarity explain employee‐perceived service quality?: A study of antecedents and consequences in call centres

Avinandan Mukherjee, Neeru Malhotra

Role clarity of frontline staff is critical to their perceptions of service quality in call centres. The purpose of this study is to examine the effects of role clarity…


An application‐based classification to understand buyer‐supplier interaction in business services

Finn Wynstra, Björn Axelsson, Wendy van der Valk

Most existing classifications of business services have taken the perspective of the supplier as opposed to that of the buyer. To address this imbalance, the purpose of…


The role of technology readiness in customers' perception and adoption of self‐service technologies

Jiun‐Sheng Chris Lin, Pei‐ling Hsieh

This study aims to examine how technology readiness (TR) influences customers' perception and adoption of self‐service technologies (SSTs) through development of an…




Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited