International Journal of Service Industry Management: Volume 6 Issue 3

New modes of innovation: How services benefit industry

Jean Gadrey, Faïz Gallouj, Olivier Weinstein

Despite the significance of services in the economic statistics,economic theories of innovation have tended to ignore them, or to assumethat innovation in services consists of…

Assimilation processes in service satisfaction formation

Rik Pieters, Kitty Koelemeijer, Henk Roest

When assimilation processes occur, expectations have a directimpact on experiences, and experiences bias the memory for priorexpectations. Reports the results of two studies which…

Consumers’ emotional responses to service encounters: the influence of the service provider

Linda L. Price, Eric J. Arnould, Sheila L. Deibler

Reports on a study looking at dimensions of service providerperformance that influence immediate emotional responses to serviceencounters, based on 914 service encounters…

Towards the measurement of internal service quality

Javier Reynoso, Brian Moores

In the service sector literature, both marketers and organizationalbehaviourists emphasize the importance of the internal dynamics of theorganization in terms of a network of…

An experimental investigation of halo effects in satisfaction measures of service attributes

Jochen Wirtz, John E.G. Bateson

Many service firms measure satisfaction or quality on an attributelevel. Halo effects between attributes have been shown to exist in manycontexts mainly in social psychology and…