International Journal of Service Industry Management: Volume 7 Issue 4


Industry and Public Sector Management

Table of contents

A comparison of question scales used for measuring customer satisfaction

Peter J. Danaher, Vanessa Haddrell

Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance…

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

Roger Hallowell

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer…

Strategies for globalizing service operations

Curtis P. McLaughlin, James A. Fitzsimmons

International trade in services is growing rapidly despite many barriers to trade. Consumer services are being established world wide and increasingly business services…

Planning for service quality: an integrative approach

F. Ian Stuart, Stephen S. Tax

Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The ensuing costs associated with poor…



Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited