Managing Service Quality: An International Journal: Volume 15 Issue 6

Subject:

Table of contents - Special Issue: Service innovation management

Guest Editors: Allard C.R. van Riel

Introduction to the special issue on service innovation management

Allard C.R. van Riel

This paper introduces the special issue on service innovation management.

3275

Leadership styles in technology acceptance: do followers practice what leaders preach?

Jeroen Schepers, Martin Wetzels, Ko de Ruyter

Service firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new…

6394

Linking perceived value and loyalty in location‐based mobile services

Minna Pura

To analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of…

16853

The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service

Marcel van Birgelen, Paul Ghijsen, Janjaap Semeijn

Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality…

4430

Service innovation and customer choices in the hospitality industry

Liana Victorino, Rohit Verma, Gerhard Plaschka, Chekitan Dev

The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of…

31989

The role of guides in artistic industries: The special case of the “star system” in the haute‐cuisine sector

Bernard Surlemont, Colin Johnson

The haute‐cuisine industry must cope with two, apparently antagonist demands from customers: providing reliable advice about the choice of restaurant, while concurrently…

3291

What works, and why, in business services provision for SME: insights from evolutionary theory

Marjolein C.J. Caniëls, Henny A. Romijn

Programmes providing services for small‐ and medium‐sized enterprises are important. Yet, quality and impact of many of these programmes lag behind expectations. This paper…

2599

ISSN:

0960-4529

Online date, start – end:

1991 – 2014

Copyright Holder:

Emerald Publishing Limited