Table of contents
Service development success: a contingent approach by knowledge strategy
Chris Storey, Frank M. HullContingency theory suggests that effective strategies and structures are not universal but dependant upon situational factors. The purpose of this paper is to explore how the way…
Measuring innovation competencies for integrated services in the communications industry
Hsien‐Tang Ko, Hsi‐Peng LuThe purpose of this paper is to gain insight into firms' innovation competencies and to develop an instrument to examine the key innovation competencies that contribute to…
Other‐customer failure: Effects of perceived employee effort and compensation on complainer and non‐complainer service evaluations
Wen‐Hsien HuangThe purpose of this paper is to explore how the organizational recovery response to other‐customer failure influences the affected customer's level of satisfaction, unfavorable…
Service differentiation: A self‐image congruency perspective on brand building in the labor market
Tor W. Andreassen, Even J. LansengService‐dominant logic of marketing claims that employees' knowledge and skills are the firm's only sustainable advantage. The purpose of this paper is to analyze the importance…
The impact of service orientation in corporate culture on business performance in manufacturing companies
Heiko Gebauer, Bo Edvardsson, Margareta BjurkoThe purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully