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Content
January 2014, Volume 34, Issue 2
- 103-122 Using customer lifetime value to plan optimal promotions
by Yeliz Ekinci & Füsun Ulengin & Nimet Uray - 123-144 Simultaneous measurement of quality in different online services
by Ramón Barrera Barrera & Gabriel Cepeda Carrión - 145-161 Measuring innovation in services: the role of surveys
by Anna Serena Vergori - 162-174 Assessing productivity in the presence of negative data and undesirable outputs
by Seng-Su Tsang & Yi-Fen Chen & Yung-Hsiang Lu & Ching-Ren Chiu
January 2014, Volume 34, Issue 1
- 1-4 What is truth?
by Eileen Bridges - 5-23 Servitisation of European manufacturing: evidence from a large scale database
by Bernhard Dachs & Sabine Biege & Martin Borowiecki & Gunter Lay & Angela Jäger & Doris Schartinger - 24-37 Exports, foreign direct investments and productivity: are services firms different?
by Joachim Wagner - 38-55 'Hollow from the start'? Professional associations and the professionalisation of tourism
by Rhodri Thomas & Huw Thomas - 56-70 Marketing to the mature learner: exploring the role of web communications
by Mark Durkin & Leanna Filbey & Danielle McCartan-Quinn - 71-87 Cross-generational perceptions and reactions during service recovery
by Edward Kasabov & Tessa Hain
December 2013, Volume 33, Issue 15-16
- 1435-1455 Knowledge intensive business services and client innovation
by Tai-Shan Hu & Chien-Yuan Lin & Su-Li Chang - 1456-1472 Adoption and use of technology in small business environments
by Maria del Mar Alonso-Almeida & Josep Llach - 1473-1494 Merger and acquisition evaluation and decision making model
by Wen-Shiung Lee - 1495-1513 Chinese customers' loyalty to international consulting firms
by Qianqian Li & Qinqin Zheng - 1514-1526 Promoting the quality of hospital service for children with developmental delays
by Shu-Fang Lee & Wen-Shiung Lee - 1527-1543 A conceptual model of motivations for consumer resale on C2C websites
by Hsunchi Chu - 1544-1563 Promoting service brands via the Internet
by Iris Vilnai-Yavetz & Sigal Tifferet - 1564-1598 Foreign ownership and firm performance in German services
by John Philipp Weche Gelübcke - 1599-1632 The impact of service innovation on firm performance
by Lei Lin - 1633-1658 The moderating effects of service solution characteristics on competitive advantage
by Yan Xin & Kah-Hin Chai & Ville Ojanen & Aarnout Brombacher - 1659-1671 Perceived importance of native language use in service encounters
by Jonas Holmqvist & Yves Van Vaerenbergh - 1672-1685 Market segmentation of airline cargo transport
by Ching-Cheng Chao & Taih-Cherng Lirn & Kuo-Chung Shang - 1686-1706 The increasing service intensity of European manufacturing
by Martin Falk & Fei Peng
October 2013, Volume 33, Issue 13-14
- 1219-1222 Healthcare management in the knowledge-based economy
by Juan Gabriel Cegarra Navarro & Gabriel Cepeda-Carrión - 1223-1241 Performance impacts of interorganizational cooperation: a transaction cost perspective
by Sui-Hua Yu & Ming-Yu Chen - 1242-1259 Customers' cognitive patterns of assurance: a dual approach
by Chris Vassiliadis & Constantinos-Vasilios Priporas & Victoria Bellou & Andreas Andronikidis - 1260-1274 Interorganizational relationships and hospital financial performance: a resource-based perspective
by Tristan D. Gloede & Jannis Pulm & Antje Hammer & Oliver Ommen & Christoph Kowalski & Sophie E. Groß & Holger Pfaff - 1275-1293 Organizational image's partial mediation role between quality and users' satisfaction
by Nélia Faria & Luís Mendes - 1294-1311 Knowledge management, relational learning, and the effectiveness of innovation outcomes
by Antonio L. Leal-Rodríguez & José L. Roldán & Antonio G. Leal & Jaime Ortega-Gutiérrez - 1312-1325 Understanding the drivers of organizational innovations
by Angel L. Meroño-Cerdan & Carolina López-Nicolas - 1326-1344 Physicians' appraisal of mobile health monitoring
by Shintaro Okazaki & J. Alberto Castañeda & Silvia Sanz & Jörg Henseler - 1345-1362 Middle managers' role in transferring person-centered management and care
by Julie Béliveau - 1363-1380 Exchanging knowledge through healthcare manager placements in research teams
by Alison Bullock & Zoё Slote Morris & Christine Atwell - 1381-1401 The mediating role of commitment in healthcare B2B marketing
by Yong Seok Sohn & Kenny Y. Seung & Sang Yun Seo & Sung Eun Kim - 1402-1416 A strategic approach to knowledge development and protection
by G. Scott Erickson & Helen N. Rothberg - 1417-1434 An application of health-portals to improve electronic listening
by Juan Gabriel Cegarra Navarro & Gabriel Cepeda-Carrión & Anthony Wensley & Noelia Sánchez-Casado
September 2013, Volume 33, Issue 12
- 1117-1134 Determinants of knowledge transfer strategy in franchising: integrating knowledge-based and relational governance perspectives
by Nina Gorovaia & Josef Windsperger - 1135-1147 'Organizational learning culture': an ingenious device for promoting firm's innovativeness
by Masood Nawaz Kalyar & Nosheen Rafi - 1148-1164 Service willingness and senior tourists: knowledge about aging, attitudes toward the elderly, and work values
by Anita Zichun Chu & Regina Juchun Chu - 1165-1177 Assessing gender differences in 'quick response' code loyalty promotion acceptance
by Shintaro Okazaki & Angeles Navarro & Carolina López-Nicolas - 1178-1192 The correlations between price cuts/changes and fee sensitivity on the choice of mobile phone service provider
by Yi-Fei Chuang & Yih-Ching Tsaih - 1193-1205 Firm growth in the Swedish retail and wholesale industries
by Sven-Olov Daunfeldt & Åsa Lang & Zuzana Macuchova & Niklas Rudholm - 1206-1217 The impact of crisis events on the stock returns volatility of international airlines
by Yu Shan Wang
August 2013, Volume 33, Issue 11
- 977-1002 Determinants of proactive innovative behaviour in new services: empirical investigation of service versus manufacturing firms
by Antonia Ruiz Moreno & Víctor J. García-Morales & Francisco Javier Llorens Montes - 1003-1025 Does franchising pay? Evidence from the restaurant industry
by Melih Madanoglu & Kyuho Lee & Gary J. Castrogiovanni - 1026-1050 Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan
by Li-Chun Hsu & Kai-Yu Wang & Wen-Hai Chih - 1051-1067 Knowledge networking and growth in service firms
by Bilitis Schoonjans & Philippe Van Cauwenberge & Heidi Vander Bauwhede - 1068-1088 Roles of 'small- and medium-sized enterprises' in service industry innovation: a case study on leisure agriculture service in tourism regional innovation
by Shih-Ming Hsu & Pei-Hung Hsieh & Soe-Tsyr Yuan - 1089-1102 Survival of new firms in the Brazilian franchising segment: an empirical study
by Luis Otávio Façanha & Marcelo Resende & Vicente Cardoso & Bruno Henrique Schröder - 1103-1116 University services for fostering creativity in high-technology firms
by Michael Willoughby & Julian Talon-Renuncio & Jose Millet-Roig & Carlos Ayats-Salt
July 2013, Volume 33, Issue 9-10
- 803-805 Guest Editorial
by Vítor da Conceição Gonçalves & Jesús Ruiz-Garcia - 806-819 Financial services support for entrepreneurial projects: key issues in the business angels investment decision process
by Jaume Argerich & Esther Hormiga & Jaume Valls-Pasola - 820-832 Multidimensional social capital in new ventures
by Jose Enrique Vila & Mariel Fornoni & Daniel Palacios - 833-845 Entrepreneurial firms' wealth creation via forecasting
by Tiffany Hui-Kuang Yu & Kun-Huang Huarng - 846-858 Evaluation and implementation of social responsibility
by Irene Sanz-Mendiola & Angel Garcia-Beltran & Rosa María González Tirados - 859-875 Designing fixed-income securities investment portfolios under different scenarios
by Pablo Cortés & Luis Onieva & José Guadix & Jesús Muñuzuri - 876-891 Building trust and commitment to blogs
by Ramón Rufín & Cayetano Medina & Manuel Rey - 892-908 Buying impulse triggered by digital media
by Pei-Chun Lin & Zhou-Hern Lin - 909-924 Information technology outsourcing in financial services
by Reyes Gonzalez & Juan Llopis & Jose Gasco - 925-940 Detecting salient themes in financial marketing research from 1961 to 2010
by Francisco Muñoz-Leiva & Juan Sánchez-Fernández & Francisco J. Liébana-Cabanillas & Myriam Martínez-Fiestas - 941-957 Do financially innovative futures matter?
by Yi-Min Chen & Feng-Jyh Lin - 958-975 Service orientation: effectuating business model innovation
by Sujith Nair & Hanna Paulose & Miguel Palacios & Javier Tafur
May 2013, Volume 33, Issue 7-8
- 667-670 Guest Editorial
by Gary Castrogiovanni & Gary P. Akehurst & Domingo Ribeiro - 671-682 Co-creation and innovation in public services
by Helena Alves - 683-693 ‘Information and Communication Technologies’ and entrepreneurial activity: drivers of economic growth in Europe
by Víctor M. González-Sánchez - 694-704 A qualitative and longitudinal analysis of market orientation
by Lourdes Cauzo Bottala & María Ángeles Revilla Camacho - 705-719 Entrepreneurial marketing: a comparative study
by Rosalind Jones & Mari Suoranta & Jennifer Rowley - 720-733 The value of business managers' ‘Information Technology’ competence
by Carlos Devece - 734-748 Does innovativeness of knowledge-intensive business services differ from other industries?
by João J.M. Ferreira & Mário L. Raposo & Cristina I. Fernandes - 749-758 Patterns of innovation in tourism ‘Small and Medium-size Enterprises’
by Pilar Tejada & Pilar Moreno - 759-773 Leakage, entrepreneurship, and satisfaction in hospitality
by Jose Luis Galdon & Fernando Garrigos & Ignacio Gil-Pechuan - 774-788 Convergence and interdisciplinarity in innovation management: a review, critique, and future directions
by Fredrik Hacklin & Martin W. Wallin - 789-801 Comparing trade areas of technology centres using ‘Geographical Information Systems’
by Amparo Baviera-Puig & Norat Roig-Tierno & Juan Buitrago-Vera & Francisco Mas-Verdu
May 2013, Volume 33, Issue 6
- 565-579 Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction
by Anne Marianne Seck & Jean Philippe - 580-593 Determinants of innovation performance in Spanish hospitality companies: analysis of the coexistence of innovation strategies
by Manuel Guisado-González & Manuel Guisado-Tato & Ángeles Sandoval-Pérez - 594-608 ‘Information communication technology’ innovation in a non-high technology sector: achieving competitive advantage in the shipping industry
by Efthimios Poulis & Konstantinos Poulis & Lawrence Dooley - 609-623 User acceptance of ‘near field communication’ mobile phone service: an investigation based on the ‘unified theory of acceptance and use of technology’ model
by Kai-Ying Chen & Meng-Lin Chang - 624-635 The effects of strategic hospital alliances on hospital efficiency
by Hsuan-Lien Chu & Chia-Yu Chiang - 636-651 Independent financial advisors: open innovation and business performance
by Ian Chaston - 652-665 Optimal variable sample size and sampling interval ‘mean squared error’ chart
by Chih-Ching Yang & Su-Fen Yang
April 2013, Volume 33, Issue 5
- 427-444 The role of entrepreneurial orientation in service firms: empirical evidence from Austria
by Sascha Kraus - 445-466 Entrepreneurial orientation and firm performance in non-profit service organizations: contingent effect of market orientation
by Hsiang Ling Chen & Chun-Hui Hsu - 467-485 Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution
by Shuling Liao & Colin C. Cheng - 486-500 Key capabilities in knowledge-intensive service business
by Paavo Ritala & Maarit Hyötylä & Kirsimarja Blomqvist & Miia Kosonen - 501-515 Product service systems: exploring operational practices
by P. J. Colen & M. R. Lambrecht - 516-541 Conceptual and mathematical model for quality improvement in health care
by Aleksandra Živaljević & Živko Mitrović & Maja Petković - 542-563 Strategies for improving cruise product sales using hybrid ‘multiple criteria decision making’ models
by Chui-Hua Liu & Gwo-Hshiung Tzeng & Ming-Huei Lee
February 2013, Volume 33, Issue 3-4
- 279-281 Productivity of services NextGen: beyond output/input
by Walter Ganz & Inka C. Moerschel & Alexander Schletz & Florian Kicherer - 282-299 The productivity challenge in services: measurement and strategic perspectives
by Faridah Djellal & Faïz Gallouj - 300-319 Service development in product-service systems: a maturity model
by Mario Rapaccini & Nicola Saccani & Giuditta Pezzotta & Thomas Burger & Walter Ganz - 320-336 Not beyond output--input: evidence on service productivity change from input--output models
by William Beyers - 337-351 Measuring and managing service performance of luxury stores: development of a balanced scorecard
by Marcella Ehbauer & Ronja Gresel - 352-365 Service development tools in action
by Jari Kuusisto & Arja Kuusisto & Pirjo Yli-Viitala - 366-377 The dynamics of service productivity and value creation: a service life cycle perspective
by Sabine Janeschek & Peter Hottum & Florian Kicherer & Bernd Bienzeisler - 378-391 Challenges of measuring service productivity in innovative, knowledge-intensive business services
by Sabine Biege & Gunter Lay & Christoph Zanker & Thomas Schmall - 392-408 Do innovators perform abroad? Findings from two producer's service sectors
by Cristina Castro-Lucas & Mbaye Fall Diallo & Pierre-Yves Léo & Jean Philippe - 409-425 Identifying opportunities for service productivity improvement using a business model lens
by Andreas Zolnowski & Martin Semmann & Sharif Amrou & Tilo Böhmann
February 2013, Volume 33, Issue 2
- 150-170 Knowledge management, organisational learning and memory in UK retail network planning
by Steve Wood & Jonathan Reynolds - 171-199 Servicescape cues and customer behavior: a systematic literature review and research agenda
by Michela Mari & Sara Poggesi - 200-217 Perceived quality versus quality of processes: a meta concept of service quality measurement
by Wieslaw Urban - 218-235 Pricing policies for services by facilities with Weibull lifetimes
by Yi-Fang Lin & Ruey Huei Yeh & Hsiu-Chen Lin & Gino K. Yang & Chyn-Yng Yang - 236-247 Service worker appearance and the retail service encounter: the influence of gender and age
by Carley Foster & Sheilagh Resnick - 248-265 Gender differences in consumer evaluations of service quality: self-service kiosks in retail
by Hyun-Joo Lee & Ann Fairhurst & Hyeon Jeong Cho - 266-278 The consequences of mergers on the profitability of Spanish savings banks
by Cristina Bernad & Lucio Fuentelsaz & Jaime Gomez
January 2013, Volume 33, Issue 1
- 1-5 Editorial
by Eileen Bridges - 7-29 The effects of organizational service orientation on person--organization fit and turnover intent
by Hyo Sun Jung & Hye Hyun Yoon - 31-50 The impact of E-marketing use on small business enterprises' marketing success
by Riyad Eid & Hatem El-Gohary - 51-71 The role of service innovativeness in the relationship between market orientation and innovative performance: moderator or mediator?
by Shunzhong Liu - 73-97 An assessment of performance-related practices in service operational settings: measures and utilization patterns
by Carlos F. Gomes & Mahmoud M. Yasin - 99-114 An operational model of safety management for service providers in manufacturing industry
by Sanna Nenonen - 115-132 Consumer-based leisure constraint for online gaming
by Lily Shui-Lien Chen - 133-149 Factors affecting professionals' selection in high and low-value online service procurements
by Hulisi Öğüt
December 2012, Volume 32, Issue 16
- 2507-2525 Performance in franchising: the effects of different management styles
by Marta Peris-Ortiz & Michael Willoughby & Carlos Rueda-Armengot - 2527-2541 The link between innovation and productivity in Estonia's services sector
by Jaan Masso & Priit Vahter - 2543-2563 Location decisions of new ‘Knowledge Intensive Service Activity’ firms: the rural--urban divide
by Yancy Vaillant & Esteban Lafuente & Christian Serarols - 2565-2584 Antecedents and consequences of flight attendants' job satisfaction
by YuKyoung Kim & Ki-Joon Back - 2585-2605 An independent assessment of the unidimensionality, reliability, validity and factor structure of the LibQUAL+™ scale
by Miguel Morales & Riadh Ladhari & Javier Reynoso & Rosario Toro & Cesar Sepulveda - 2607-2621 The role of international tourist perceptions of brand equity and travel intention in culinary tourism
by Jeou-Shyan Horng & Chih-Hsing (Sam) Liu & Hsin-Yu Chiu & Chang-Yen Tsai - 2623-2640 Productivity of travel agencies in Spain: the case of Alicante
by Ramon Fuentes & Alberto Alvarez-Suarez - 2641-2675 Globalization and financial sector's net-interest margins: do specialization and ownership make a difference?
by Fadzlan Sufian - 2677-2689 Should management consultants charge clients on a contingency basis for merger and acquisition work?
by Richard Connell & Tatiana Zalan
November 2012, Volume 32, Issue 15
- 2343-2346 Guest Editorial
by David B. Audretsch & Robert Blackburn & Domingo Ribeiro
January 2012, Volume 32, Issue 15
- 2347-2363 Caring for older people: an analysis of the small business sector
by Amadeo Fuenmayor & Rafael Granell & Mª Ángeles Tortosa - 2365-2377 Barriers to outsourcing household services to small business
by Colin C. Williams & Jan Windebank & Sara Nadin - 2379-2398 E‐corporate social responsibility in small non‐profit organisations: the case of Spanish ‘Non Government Organisations’
by Raquel Puentes & Adoración Mozas & Enrique Bernal & Rafael Chaves - 2399-2420 The business plan as a project: an evaluation of its predictive capability for business success
by Rafael Fernández-Guerrero & Lorenzo Revuelto-Taboada & Virginia Simón-Moya - 2421-2434 Efficiency analysis of small franchise enterprises through a DEA metafrontier model
by Amparo Medal-Bartual & Constantino-Jose Garcia-Martin & Ramon Sala-Garrido - 2435-2443 Adoption of enterprise systems and radio frequency identification among service firms
by Rana Mostaghel & Pejvak Oghazi & Hooshang M. Beheshti & Magnus Hultman - 2445-2462 Online value creation in small service businesses: the importance of experience valence and personal values
by M. Angeles Iniesta-Bonillo & Raquel Sánchez-Fernandez & Amparo Cervera-Taulet - 2463-2487 The performance of entrepreneurial small‐ and medium‐sized enterprises
by Pedro Carmona & Alexandre Momparler & Clara Gieure - 2489-2505 Women entrepreneurship in small service firms: motivations, barriers and performance
by Gary Akehurst & Enrique Simarro & Alicia Mas‐Tur
August 2012, Volume 32, Issue 10
- 1589-1592 Challenges and opportunities of internationalization in professional service industries
by Gerhard Apfelthaler & Vlad Vaiman
January 2012, Volume 32, Issue 10
- 1623-1635 The broken product chain: rapid paths of service internationalization in terms of the service-dominant logic
by Jörg Freiling & Roland Wassermann & Sven M. Laudien - 1707-1720 Convergence or divergence? A comparison of informal consultant--client relationship development practices in Britain, France and Germany
by Yvette Taminiau & Mehdi Boussebaa & Liselore Berghman - 1721-1738 The impact of professional service firms’ expansion challenges on internationalization processes and performance
by Dina M. Abdelzaher
May 2012, Volume 32, Issue 7
- 1007-1010 Internationalization of service industry firms: understanding distinctive characteristics
by José Pla-Barber & Pervez N. Ghauri
January 2012, Volume 32, Issue 7
- 1011-1038 A stages approach to the internationalization of higher education? The entry of UK universities into China
by Xiaoqing Li & Joanne Roberts - 1039-1056 Appropriability as the driver of internationalization of service-oriented firms
by Pia Hurmelinna-Laukkanen & Paavo Ritala - 1057-1075 The internationalization of knowledge-intensive business services: the effect of collaboration and the mediating role of innovation
by Alicia Rodríguez & María Jesús Nieto - 1077-1096 Acquisition of local market information in international joint ventures: service sectors
by Byung Il Park & Kum-Sik Oh & Suk Bong Choi - 1097-1119 The internationalization of engineering consulting from a strategy tripod perspective
by Elisabeth Krull & Peter Smith & Gloria L. Ge - 1121-1136 International franchise expansion of service chains: insights from the Spanish market
by Verónica Baena & Julio Cervino - 1137-1148 Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry
by Cristina Villar & José Pla-Barber & Fidel León-Darder - 1149-1170 Internationalization of multinational banks: a study of foreign direct investment in seven Latin American countries
by Alejandro Santana Mariscal & Yingying Zhang & Joaquin López Pascual - 1171-1191 Strategy and structure of service multinationals and their impact on linkages with local firms
by Marcela Miozzo & Mo Yamin & Pervez N. Ghauri - 1193-1207 Exploring the effects of international sourcing on manufacturing versus service firms
by A. Jaklič & J. Ćirjaković & A. Chidlow
March 2012, Volume 32, Issue 4
- 499-502 Guest Editorial: The Resilience of the Global Service Economy
by Patrik Ström
January 2012, Volume 32, Issue 1
- 1-3 Editorial
by Eileen Bridges
February 2011, Volume 32, Issue 14
May 2011, Volume 32, Issue 14
- 2185-2202 Adjusted expectations, satisfaction and loyalty development
by Ramón Rufín & Cayetano Medina & Manuel Rey
March 2011, Volume 32, Issue 14
- 2287-2305 Connecting India: the rise of standards in service offshoring
by Jean-Christophe Graz & Nafi Niang - 2307-2328 Capacity inefficiencies of teaching and non-teaching hospitals
by Sahin Mehmet Gok & Bulent Sezen
April 2011, Volume 32, Issue 14
- 2203-2217 Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors
by Celso Augusto de Matos & Valter Afonso Vieira & Ricardo Teixeira Veiga - 2233-2247 Retail service quality as a key activator of grocery store loyalty
by Elisa Martinelli & Bernardo Balboni - 2249-2263 The effects of shopping value on retail outcomes: a comparison between department stores and hypermarkets
by Hsiu-Hui Chang & Wenchang Fang - 2265-2285 Growth and evolution of technical efficiency among entrant versus incumbent firms: the Spanish retail sector
by Cristina Suárez & Justo De Jorge - 2329-2342 Assessment of technology gaps of tourist hotels in productive and service processes
by Chen-Hsien Lin & Yung-Ho Chiu & Chin-Wei Huang
March 2011, Volume 32, Issue 13
- 2115-2127 Speeding up ‘New Products and Service Development’ through strategic community creation: case of automaker after-sales services partners
by Nouha Taifi & Giuseppina Passiante - 2167-2184 Measurement of innovation activities in the knowledge-intensive services industry: a trademark approach
by Matthias Gotsch & Christiane Hipp
February 2011, Volume 32, Issue 13
- 2047-2057 The role of job design and mechanism in motivating feedback-seeking behaviour in transportation service
by Jen-Wei Cheng & Kuo-Ming Lu - 2059-2090 A modified and extended Triandis model for the enablers--process--outcomes relationship in hotel employees' knowledge sharing
by Taegoo (Terry) Kim & Gyehee Lee - 2129-2143 An empirical study into the influence of customer satisfaction on customer revenues
by Maarten Terpstra & Ton Kuijlen & Klaas Sijtsma - 2145-2165 Effects of culinary employees’ role stress on burnout and turnover intention in hotel industry: moderating effects on employees’ tenure
by Hyo Sun Jung & Hye Hyun Yoon & Young Joong Kim
April 2011, Volume 32, Issue 13
- 2027-2046 Motives for service sabotage: an empirical study of front-line workers
by Lloyd C. Harris & Emmanuel Ogbonna - 2091-2114 Improving business incubator service performance in China: the role of networking resources and capabilities
by Dechang Lin & Lincoln Christopher Wood & Qiang Lu
March 2011, Volume 32, Issue 12
- 1883-1900 Customer satisfaction and qualities in public service: an intermediary customer perspective
by June-Young Rha
February 2011, Volume 32, Issue 12
- 1901-1921 Antecedents of market orientation in semi-public service organizations: a study of Dutch housing associations
by Robert A.W. Kok & Paul H. Driessen - 1937-1956 ‘Balanced Scorecard’ as an operation-level strategic planning tool for service innovation
by Chih-Ming Arthur Luo & Hung-Fan Chang & Chi-Hung Su - 1957-1972 Seasonal employees' intention to return and do more than expected
by Ellen Alverén & Tommy D. Andersson & Karin Eriksson & Mette Sandoff & Wajda Wikhamn
March 2011, Volume 32, Issue 11
- 1775-1790 Balancing the scales: recovering from service failures depends on the psychological distance of consumers
by Yuan-shuh Lii & Anurag Pant & Monle Lee - 1811-1822 Explaining participation in the self-service economy
by Colin C. Williams & Sara J. Nadin & Jan E. Windebank - 1853-1863 How to improve organisational results through knowledge management in knowledge-intensive business services
by Francisco Lara & Daniel Palacios-Marques & Carlos Alberto Devece
February 2011, Volume 32, Issue 11
- 1823-1835 An integrated attitude model of self-service technologies: evidence from online stock trading systems brokers
by Shu-Fang Liu & Li-Shia Huang & Yu-Hsiu Chiou
January 2011, Volume 32, Issue 11
- 1741-1757 Physical and social atmospheric effects in hedonic service consumption: customers' roles at sporting events
by Sebastian Uhrich & Martin Benkenstein - 1791-1809 Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’
by Dae-seok Kang & Jim Stewart & Hayeon Kim & Jung-chul Lim - 1837-1852 Key account management in business-to-business expert organisations: an exploratory study on the implementation process
by Satu Nätti & Teea Palo - 1865-1882 The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context
by Hsin-Hui Lin
December 2011, Volume 32, Issue 10
- 1609-1621 The internationalisation of small- and medium-sized management consultancies: an exploratory study of key facilitating factors
by Brynn Deprey & Lester Lloyd-Reason & Kevin I.N. Ibeh - 1667-1690 The role of knowledge and learning in the internationalisation of professional service firms
by Joanna Scott-Kennel & Zoe von Batenburg
November 2011, Volume 32, Issue 10
- 1593-1607 Building global capabilities: A study of globalizing professional service firms
by David M. Brock - 1637-1652 Determinants of export success in professional business services: a qualitative study
by Vinh Nhat Lu & Pascale G. Quester & Christopher J. Medlin & Brett Scholz - 1653-1666 Modes of foreign entry for professional service firms in multi-partner projects
by Stephen Mark Rosenbaum & Tage Koed Madsen - 1691-1705 Knowledge-intensive business services: does dual embeddedness matter?
by Zhaleh Najafi-Tavani & Axèle Giroud & Rudolf R. Sinkovics
September 2011, Volume 32, Issue 9
- 1433-1449 Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions
by Pratibha A. Dabholkar & Xiaojing Sheng
February 2011, Volume 32, Issue 9
- 1527-1549 Determinants of brand equity in cultural organizations: the case of an art exhibition
by Carmen Camarero & Maria Jose Garrido-Samaniego & Eva Vicente
June 2011, Volume 32, Issue 9
- 1415-1432 Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction
by Pratibha A. Dabholkar & Brian I. Spaid
February 2011, Volume 32, Issue 8
- 1375-1391 The performance implications of strategic capital for public leisure providers
by Ian Richard Hodgkinson & Paul Hughes
January 2011, Volume 32, Issue 6
- 845-860 Entrepreneurship and knowledge management in small service-sector firms
by Ian Chaston - 961-980 Gender differences of shoppers in the marketing and management of retail agglomerations
by Christoph Teller & Jennifer A. Thomson
August 2011, Volume 32, Issue 5
- 683-698 Abusive supervision and frontline employees' service performance
by Zhaoquan Jian & Ho Kwong Kwan & Qian Qiu & Zhi Qiang Liu & Frederick Hong-kit Yim
June 2011, Volume 32, Issue 4
- 503-514 Explanation for public and private service growth in the enlarged EU
by Gisela Di Meglio & Metka Stare & Andreja Jaklič - 515-529 Why being there is not enough: organized proximity in place-based philanthropy
by Johannes Glückler & Martina Ries - 531-550 How dynamic capabilities drive performance in the Indian IT industry: the role of information and co-ordination
by Markus Holzweber & Jan Mattsson & Doren Chadee & Revti Raman - 571-590 The role of the service sector in regional economic resilience
by José Luis Navarro-Espigares & José Aureliano Martín-Segura & Elisa Hernández-Torres - 591-604 Global sourcing of services versus manufacturing activities: is it any different?
by Peter D. Ørberg Jensen & Bent Petersen - 605-618 The knowledge-intensive services-regional innovation nexus: a European perspective
by Mercedes Rodriguez & José A. Camacho & Jorge Chica - 619-639 Service industries at a crossroads: some fragile assumptions and future challenges
by P.W. Daniels - 641-655 Services, innovation, employment and organisation: research gaps and challenges for the next decade
by John Bryson & Luis Rubalcaba & Patrik Ström