International Journal of Service Industry Management: Volume 7 Issue 2
Table of contents
Customization of the service experience: the role of the frontline employee
Lance A. Bettencourt, Kevin GwinnerEmphasizes that customizing the delivery of service on the frontline is a key to customer satisfaction. Offers insight into frontline customization by offering specific research…
Agents of change?: Bank branch managers and the management of corporate culture change
Bjorn Brubakk, Adrian WilkinsonDiscusses the increase in interest (both managerial and theoretical) in the field of corporate culture. Drawing on research in the financial services, points to the critical role…
Cues used by customers evaluating corporate image in service firms: An empirical study in financial institutions
Gaston LeBlanc, Nha NguyenInvestigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain…
Management accounting and control in services: structural and behavioural perspectives
Sven ModellNotes the increasing interest in management accounting research in service organizations, even though it can still be said to be in an embryonic phase. Reviews the accounting and…