Table of contents
EXQ: a multiple‐item scale for assessing service experience
Philipp “Phil” Klaus, Stan MaklanThe 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 HsiehThe 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. PattersonThe 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 experiences…
Role of web site design quality in satisfaction and word of mouth generation
Young Ha, Hyunjoo ImThe 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. MachucaThe 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 BS…
Service‐driven manufacturing: Provision, evolution and financial impact of services in industrial firms
Heiko Gebauer, Guang‐Jie Ren, Aku Valtakoski, Javier ReynosoThe 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 phenomenon…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully