International Journal of Service Industry Management: Volume 9 Issue 1
Table of contents
Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise
Tor Wallin Andreassen, Bodil LindestadBased on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to…
Empowerment, attribution and apologising as dimensions of service recovery: An experimental study
Christo Boshoff, Jason LeongThe production of most services depends heavily on human involvement which, by definition, implies variability. The difficulty of standardising human behaviour during service…
A comparison of service delivery processes of different complexity
Peter J. Danaher, Jan MattssonHow service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service…
How disconfirmation, perception and actual waiting times impact customer satisfaction
Mark M. Davis, Janelle HeinekeThe experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has…
Services marketing management competencies: a ferry company example
Audrey GilmoreAlthough much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This…