Journal of Service Management: Volume 20 Issue 1


Table of contents

Determinants of customer‐oriented behavior in a health care context

Panisa Lanjananda, Paul G. Patterson

Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction…

Monitoring value‐in‐use of e‐service

Kristina Heinonen, Tore Strandvik

The purpose of this paper is to develop and evaluate an approach to managerially monitoring customer‐experienced value of e‐services. The need for this study is based on a…

A consumer‐based view of multi‐channel service

Harold Cassab, Douglas L. MacLachlan

Consumers increasingly experience multi‐channel service and a significant challenge for the service organization is to ensure that the design of the multi‐channel…

Loyalty, perceived value and relationship quality in healthcare services

Miguel A. Moliner

The purpose of this paper is to justify the central role played by post‐purchase perceived value and relationship quality in the explanation of loyalty behaviour/intentions.

The emergence of technology‐based service systems: A case study of a telehealth project in Sweden

Anna Essén

The purpose of this paper is to propose a framework for studying the process of technology‐based service system innovation from a broad perspective using an approach that…

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Emerald Publishing Limited

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  • Dr Jay Kandampully