International Journal of Service Industry Management: Volume 8 Issue 2


Table of contents

An experimental study of service recovery options

Christo Boshoff

As the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery…


A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

Kerry Daniel, David N. Darby

The importance of customer orientation has been widely discussed although few studies have specifically measured this construct. Describes a study that compares the…


Emotions in service satisfaction

Veronica Liljander, Tore Strandvik

Traditionally only cognitive measures, such as the disconfirmation of some comparison standard or perceived service performance, have been used to explain perceived…


Market orientation in UK multiple retail companies: nature and pattern

Hong Liu, Gary Davies

Despite substantial research on market orientation in manufactured goods companies, few studies have examined the adoption of market orientation by retailers. Develops a…




Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited