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Taylor & Francis Journals

The Service Industries Journal

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Editor: Eileen Bridges
Editor: Eileen Bridges
Editor: Eileen Bridges
Editor: Eileen Bridges
Editor: Eileen Bridges
Series handle: RePEc:taf:servic
ISSN: 0264-2069

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Content

September 2008, Volume 29, Issue 12

1635-1657 Diversity of innovation patterns in services
by Xavier Vence & Alexandre Trigo

January 2008, Volume 29, Issue 9

1261-1272 Should a lower-price service offer a full-satisfaction guarantee?
by Jehn-Yih Wong & Sheng-Hshiung Tsaur & Chih-Hung Wang
1273-1291 Sources of TFP growth in the Malaysian Islamic banking sector
by Fadzlan Sufian
1293-1310 Family, life cycle and consumption of services: the Spanish case
by José A. Camacho & Manuel Hernández-Peinado

February 2008, Volume 29, Issue 4

539-555 The moderating influence of hedonic consumption in an extended theory of planned behaviour
by Richard Lee & Jamie Murphy & Esther Swilley

October 2008, Volume 29, Issue 4

431-455 Innovation in the experience economy: a taxonomy of innovation organisations
by Jon Sundbo

June 2008, Volume 29, Issue 4

401-405 Service competitiveness and cohesion: an introduction to the special issue
by Mika Kautonen & Peter Daniels & Marie-Christine Monnoyer
407-430 Patterns of innovation in knowledge-intensive business services
by Nabil Amara & Réjean Landry & David Doloreux
473-490 Postal services deregulation in the EU, market, social and territorial cohesion issues
by Damien Broussolle
491-502 ‘Publicity’: policy push in the age of privatisation
by Ilari Karppi & Arto Haveri

January 2008, Volume 29, Issue 4

523-537 Optimal size of the financial services industry in Taiwan: a new DEA-option-based merger simulation approach
by Lin Lin & Chieh-Yang Huang

March 2008, Volume 29, Issue 1

21-34 An integrative model of care ethics in public innovation
by Lars Fuglsang & Jan Mattsson
35-45 Treating threats: the ethical dilemmas of treating threatening patients
by Jeanette Lemmergaard & Sara Louise Muhr

January 2008, Volume 29, Issue 1

75-89 Creating and launching a challenger brand: a case study
by Leslie de Chernatony & Susan Louise Cottam

December 2008, Volume 28, Issue 10

1339-1356 Innovation in services -- how different from manufacturing?
by Cesaltina Pacheco Pires & Soumodip Sarkar & Luísa Carvalho
1357-1383 Strategic orientation and performance measurement model in Taiwan's travel agencies
by Leo Huang
1385-1398 Is competence set expansion in the information service industry a planned behavior? The moderating effects of action control style
by Daniel Y. Shee & Ya-Ling Wu
1399-1414 Managerial approaches towards service quality: the case of three service organisations
by Ebrahim Soltani & Pei-Chun Lai & Robert Van Der Meer & Terry M. Williams
1415-1429 Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay
by Pratibha A. Dabholkar & Xiaojing Sheng
1431-1443 The impact of implicit and explicit communications on frontline service delivery staff
by Ian Lings & Amanda Beatson & Siegfried Gudergan
1445-1462 Revised planning matrix of quality function deployment
by Wei-Jaw Deng & Ying-Feng Kuo
1463-1481 Digital music services: consumer intention and adoption
by Sze Wan Kwong & Jungkun Park
1483-1499 Influence of innovation on performance: analysis of Spanish service firms
by Dioni M. Elche & Ángela González
1501-1513 The influence of customer-to-customer interactions and role typology on customer reaction
by Cedric Hsi-Jui Wu
1515-1530 Consumer thoughts, actions, and feelings from within the service experience
by David Bowen

November 2008, Volume 28, Issue 9

1199-1213 What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study
by Satu Nätti & Jukka Ojasalo
1215-1224 The impact of manager promotion programs on store performance: evidence from 3C chain stores in Taiwan
by Hsuan-Lien Chu & Shuen-Zen Liu
1225-1245 Barriers to ascension to senior management positions in retailing
by Adelina Broadbridge
1247-1263 Structural relationships among organisation service orientation, employee service performance, and consumer identification
by Cedric Hsi-Jui Wu & Rong-Da Liang & Wei Tung & Ching-Sheng Chang
1265-1275 Female tour leaders as advertising endorsers
by Chin-Tsai Lin & Kuo-Ching Wang & Wen-Yu Chen
1277-1291 The choice of control devices in franchise chains
by Luis Vázquez
1293-1306 E-customer service capability and value creation
by Teck-Yong Eng
1307-1319 An integrative model of customers' perceptions of health care services in Taiwan
by Hsiu-Lan Wu & Chang-Yung Liu & Wen-Hsin Hsu
1321-1337 Is empowerment really a contributory factor to service quality?
by Akiko Ueno

October 2008, Volume 28, Issue 8

1055-1076 Growth and poverty in India: emerging dimensions of the tertiary sector
by Arup Mitra & Juan Pedro Schmid
1077-1091 Selecting a marketing strategy for private hotels in Taiwan using the analytic hierarchy process
by Chin-Tsai Lin & Cheng-Shiung Wu
1093-1105 Complementarities between franchise contract duration and multi-unit propensity in franchise systems
by Luis Vázquez
1107-1124 Change and continuity in UK public house retailing
by David Preece
1125-1140 Defining the knowledge that an organisation requires to create customer capital from a customer perspective
by Juan Gabriel Cegarra-Navarro & Maria Teresa Sánchez-Polo
1151-1165 Influence of restaurants' physical environments on emotion and behavioral intention
by Kisang Ryu & Soocheong Jang
1167-1182 Reservation wage levels in UK and German financial services sectors
by Duncan Watson & Robert Webb
1183-1197 Marketing strategies of ethnic minority businesses in the UK
by Levent Altinay & Eser Altinay

July 2008, Volume 28, Issue 6

719-732 Consumer views of self-service technologies
by Lawrence F. Cunningham & Clifford E. Young & James H. Gerlach
733-753 Individual differences in price responsiveness within and across food brands
by Jorge M. Oliveira-Castro & Gordon R. Foxall & Victoria K. James
755-767 The moderating effects of gender roles on service emotional contagion
by Miao-Que Lin & Li-Shia Huang & Yi-Fang Chiang
769-787 Does online relationship marketing enhance customer retention and cross-buying?
by Chiung-Ju Liang & Hui-Ju Chen & Wen-Hung Wang
789-812 Customer value creation in professional service relationships: the case of credence goods
by Charles Howden & Andrew D. Pressey
813-826 The market share--profitability relationships in the securities industry
by Wenyi Chu & Chien-Nan Chen & Chuang-Hung Wang
827-844 Learning for environmental adaptation and knowledge-intensive services: the role of public networks for SMEs
by César Camisón
845-860 The New Service Model: a review, a critique and a way forward
by Elena P. Antonacopoulou & Efrosyni Konstantinou
861-875 In search of ‘product-service’: evidence from aerospace, construction, and engineering
by Stewart Johnstone & Andrew Dainty & Adrian Wilkinson

June 2008, Volume 28, Issue 5

567-580 Impact of ownership and location factors on service multinationals' internalisation
by Sumit K. Kundu & Vikas Kumar & Susan D. Peters
581-602 Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan
by Chian-Son Yu
603-614 The sustainability of ISO 9001 in a legal service organisation
by Daniel I. Prajogo
615-632 Conceptualizing brand values in the charity sector: the relationship between sector, cause and organization
by A. Sargeant & J. Hudson & D. C. West
633-648 Bed and breakfast industry adopting e-commerce strategies in e-service
by Leo Huang
649-667 Does the length of a customer--provider relationship really matter?
by Yu-Ching Chiao & Ya-Kang Chiu & Jyh-Liang Guan
669-683 Customer referral management: the implications of social networks
by Monica Law
685-700 The effect of bonds on loyalty towards auditors: the mediating role of commitment
by Sven Kuenzel & Ewa Krolikowska
701-718 Hotel management contract: impact on performance in the Korean hotel sector
by Soo Y. Kim

May 2008, Volume 28, Issue 4

429-443 Effect of newcomer socialisation on organisational commitment, job satisfaction, and turnover intention in the hotel industry
by Jen-Te Yang
445-461 Consumer-based brand equity and brand performance
by Jorge M. Oliveira-Castro & Gordon R. Foxall & Victoria K. James & Roberta H.B.F. Pohl & Moema B. Dias & Shing W. Chang
463-477 Producer services: growth and roles in long-term economic development
by Karl-Johan Lundquist & Lars-Olof Olander & Martin Svensson Henning
479-496 Efficiency and capital adequacy in Taiwan banking: BCC and super-DEA estimation
by Yung-Ho Chiu & Chyanlong Jan & Da-Bai Shen & Pen-Chun Wang
497-512 The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context
by Concepción Varela-Neira & Rodolfo Vázquez-Casielles & Víctor Iglesias-Argüelles
513-528 Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry
by Hong-Sheng Chang & Han-Liang Hsiao
529-540 Ecommerce and hotel performance: three-stage DEA analysis
by Jui-Kou Shang & Wei-Ting Hung & Chang-Fang Lo & Fei-Ching Wang
541-554 Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies
by Arménio Rego & Miguel Pina E. Cunha
555-565 Effects of marketing and relationship variables on service intermediaries' promotional program participation
by Shih-Ping Jeng

April 2008, Volume 28, Issue 3

275-276 Introduction
by Marie-Christine Monnoyer
277-290 Transition, regulation and trade in services
by Metka Stare & Andreja Jaklič
291-306 The evolution of the geographical concentration of tertiary sector activities in Europe
by Hugues Jennequin
307-323 Transnational corporations and spatial divisions of ‘service’ expertise as a competitive strategy: the example of 3M and Boeing
by John R. Bryson & Grete Rusten
325-335 The geography of public services employment in Europe: concentration or dispersion?
by Mercedes Rodríguez & José A. Camacho
337-353 Services productivity revisited
by Andrés Maroto & Luis Rubalcaba
355-373 Controlling the driving and road safety training sector through the driving test success rate?
by Madeleine Andreff & Laurence Bancel-Charensol & Alain Dessertaine
375-391 Cultural and recreational industries in the United States
by William B. Beyers
393-413 On ‘creative cities’ governance models: a comparative approach
by P. Costa & M. Magalhães & B. Vasconcelos & G. Sugahara
415-427 Finnish polytechnics as providers of knowledge-intensive services
by Liisa Marttila & Anu Lyytinen & Mika Kautonen

March 2008, Volume 28, Issue 2

139-149 A comparison of perceptions of loyalty between bank tellers and internal customer groups in a retail bank in South Africa
by Crispen Chipunza
151-165 Classifying, identifying and managing the service brand saboteur
by Elaine Wallace & Leslie de Chernatony
167-178 Ahead of their time? Barriers to action in green tourism firms
by Nadia Tzschentke & David Kirk & Paul Lynch
179-191 Targeting university students in audience development strategies for opera and ballet
by Mária Tajtáková & Daniel Arias-Aranda
193-210 How managers in the financial services industry ensure financial performance
by Chiung-Ju Liang & Wen-Hung Wang
211-223 Employee behaviour and relationship quality: impact on customers
by Amanda Beatson & Ian Lings & Siegfried Gudergan
225-238 International franchise partner selection and chain performance through the lens of organisational learning
by Catherine L. Wang & Levent Altinay
239-254 Exploring the determinants of E-loyalty among travel agencies
by Leo Huang
255-274 The relationship between network structure and international channel performance: a moderating effect of E-business activity
by Hsin Hsin Chang & I. Chen Wang

January 2008, Volume 28, Issue 1

1-13 Internationalisation strategies in business-to-business services: the case of architectural practice
by Graham M. Winch
15-26 Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions
by Shih-Ping Jeng
27-36 Different ways of measuring performance in the service industries: application in Spanish small and medium-sized hotels
by Maria Angeles Montoro-Sánchez & Francisco Mas-Verdu & Domingo Ribeiro Soriano
37-51 Revised importance--performance analysis: three-factor theory and benchmarking
by Wei-Jaw Deng & Ying-Feng Kuo & Wen-Chin Chen
53-72 The mitigating effects of uncertainty on ‘e’ innovation propensity: some service sector evidence
by Elaine Ramsey & Patrick Ibbotson & Patrick Mccole
73-84 Increasing hotel customer value through service quality cues in Taiwan
by Hong-Sheng Chang
85-93 Deviant service behaviour: coming soon to a theatre near you?
by Wendelien Van Eerde & Paul Peper
95-116 Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis
by Pei Chao
117-138 Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies
by Prem Shamdasani & Avinandan Mukherjee & Neeru Malhotra

November 2007, Volume 30, Issue 6

793-809 Internal marketing, organisational culture, job satisfaction, and organisational performance in non-life insurance
by Yung-Ming Shiu & Tsu-Wei Yu
811-829 Measuring the performance of financial holding companies
by Chuang-Min Chao & Ming-Miin Yu & Mu-Chen Chen

December 2007, Volume 30, Issue 6

831-849 Searching for latent class segments in technological services
by Francisco Javier Rondan-Cataluña & Manuel Jesus Sanchez-Franco & Angel Francisco Villarejo-Ramos