Journal of Service Management: Volume 23 Issue 1


Table of contents

EXQ: a multiple‐item scale for assessing service experience

Philipp “Phil” Klaus, Stan Maklan

The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ).

Refinement of the technology readiness index scale: A replication and cross‐validation in the self‐service technology context

Jiun‐Sheng Chris Lin, Pei‐Ling Hsieh

The purpose of this paper is to replicate and refine Parasuraman's 36‐item technology readiness index (TRI) across contexts and cultures to enhance its applicability and…

Customer choice of self‐service technology: the roles of situational influences and past experience

Cheng Wang, Jennifer Harris, Paul G. Patterson

The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past…

Role of web site design quality in satisfaction and word of mouth generation

Young Ha, Hyunjoo Im

The purpose of this paper is to examine a comprehensive model explaining how web site design influences consumer's emotional and cognitive responses and contributes to…

Specifying business services: learning from software engineering

Joaquin Peña‐Siles, Maria del Mar González‐Zamora, José A.D. Machuca

The specification of business services (BS) is one of the key factors for success in service provision. Researchers and practitioners have identified a set of problems in…

Service‐driven manufacturing: Provision, evolution and financial impact of services in industrial firms

Heiko Gebauer, Guang‐Jie Ren, Aku Valtakoski, Javier Reynoso

The purpose of this paper is to provide a review of key research contributions on the topic of service strategies in manufacturing by focusing on descriptions of the…

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  • Dr Jay Kandampully