International Journal of Service Industry Management: Volume 18 Issue 4


Table of contents

Causes and consequences of consumer online privacy concern

Jochen Wirtz, May O. Lwin, Jerome D. Williams

Past research on internet privacy has examined various aspects of privacy regulation and consumer privacy concerns. The purpose of this paper is to develop a conceptual…


Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan

Ching‐Jui Keng, Tseng‐Lung Huang, Li‐Jie Zheng, Maxwell K. Hsu

The purpose of this study is to explore the impacts of service encounters on customer experiential value and subsequently on customer behavioral intentions in a shopping…


Retailers' different value perceptions of mobile advertising service

Hanna Komulainen, Tuija Mainela, Jaana Tähtinen, Pauliina Ulkuniemi

The purpose of this paper is to examine why retailers' perceptions of the value of a novel technology‐intensive mobile advertising service differ.


Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis

Even J. Lanseng, Tor W. Andreassen

The purpose of this paper is to examine the introduction of self‐service technology (SST) in health diagnosis as a means to reduce costs and improve quality in the health…


A method to evaluate service delivery process quality

Rita Di Mascio

The purpose of this paper is to develop a method to evaluate the quality of service delivery process designs, based on how closely they meet process requirements of key…




Online date, start – end:

1990 – 2008

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Emerald Publishing Limited