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Home > International Journal of Service Industry Management > Table of contents:Volume 15 issue 1
International Journal of Service Industry Management
ISSN: 0956-4233
Currently published as: Journal of Service Management
Online from: 1990
Subject Area: Industry and Public Sector Management
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Table of contents:
Volume 15 issue 1
Published: 2004, Start page: p7Icon key: 
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You have access to this item Backfiles Earlycite Abstract only | Article Id: | Article Information: |
|---|---|
| 851781 | The impact of customer participation and service expectation on Locus attributions following service failure HsiuJu Rebecca Yen, Kevin P. Gwinner, Wanru Su (pp. 7 - 26) Keywords: Customers, Service failures, Service quality assurance Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (130kb) ] | Reprints & permissions |
| 1454626 | The influence of employee organizational citizenship behavior on customer loyalty Carmen Barroso Castro, Enrique Martín Armario, David Martín Ruiz (pp. 27 - 53) Keywords: Customer loyalty, Customer satisfaction, Marketing processes, Organizational behaviour Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (173kb) ] | Reprints & permissions |
| 851782 | Managing customer expectations in the service encounter Ray W. Coye (pp. 54 - 71) Keywords: Consumer research, Service control, Service delivery, Specific performance standard Article type: Conceptual Paper Please login | Abstract & purchase [ HTML & PDF (278kb) ] | Reprints & permissions |
| 851783 | New service development in high tech sectors: A decision-making perspective Allard C.R. van Riel, Annouk Lievens (pp. 72 - 101) Keywords: Case studies, Decision making, Information processing, Innovation, Mobile communication systems, Research Article type: Case study Please login | Abstract & purchase [ HTML & PDF (224kb) ] | Reprints & permissions |
| 851784 | What drives consumers to shop online? A literature review Toñita Perea y Monsuwé, Benedict G.C. Dellaert, Ko de Ruyter (pp. 102 - 121) Keywords: Information media, Internet, Purchasing, Shopping Article type: Literature review Please login | Abstract & purchase [ HTML & PDF (188kb) ] | Reprints & permissions |
Book Review
| Article Id: | Article Information: |
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| 1494057 | Reframing Business: When the Map Changes the Landscape Frederic Jallat pp. 122 - 122 Please login | Abstract & purchase [ HTML ] |
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