Table of contents
Determinants of customer‐oriented behavior in a health care context
Panisa Lanjananda, Paul G. PattersonNurses 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. The…
Monitoring value‐in‐use of e‐service
Kristina Heinonen, Tore StrandvikThe 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 lack of…
A consumer‐based view of multi‐channel service
Harold Cassab, Douglas L. MacLachlanConsumers increasingly experience multi‐channel service and a significant challenge for the service organization is to ensure that the design of the multi‐channel interface…
Loyalty, perceived value and relationship quality in healthcare services
Miguel A. MolinerThe 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 EssénThe 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…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully