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Content
July 2007, Volume 27, Issue 5
- 653-669 Learning Culture as a Mediator of the Influence of an Individual's Knowledge on Market Orientation
by Juan Gabriel Cegarra-Navarro & Beatriz Rodrigo-Moya
June 2007, Volume 27, Issue 4
- 339-354 Location Determinants and Patterns of Foreign Logistics Services in Shanghai, China
by Junjie Hong - 355-369 Service Quality in Public Services as a Segmentation Variable
by Manuel Sánchez-Pérez & Raquel Sánchez-Fernández & Gema M. Marín-Carrillo & Juan C. Gázquez-Abad - 371-388 Service Orientation: Its Impact on Business Performance in the Medical Service Industry
by Sung-Joon Yoon & Dong-Choon Choi & Jong-Won Park - 389-409 The Tradability of Services within Canada and the European Union
by Arjan Lejour & Jan-Willem de Paiva Verheijden - 411-434 Sectoral Structure, Qualification Characteristics and Patterns of Labour Mobility
by Carlos Iglesias-Fernández & Raquel Llorente-Heras - 435-452 Services Branding: Revealing the Rhetoric within Retail Banking
by Deirdre O'loughlin & Isabelle Szmigin - 453-469 Service Industry Clustering: A Comparison of Broadcasting in Three City-Regions
by Gary A.S. Cook & Naresh R. Pandit - 471-494 Strengthening the Quality--Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship
by Pei Chao & Hsin-Pin Fu & Iuan-Yuan Lu - 495-507 Organisational Perception of Customer Satisfaction: Theories and Evidence
by Humphry Hung & Y. H. Wong
April 2007, Volume 27, Issue 3
- 189-192 A SELECTION FROM THE RESER CONGRESS IN GRANADA—Growth, Employment and Location of Services: New Trends in a Global World
by Marie-Christine Monnoyer - 193-214 Innovation and Employment Effects in Services: A Review of the Literature and an Agenda for Research
by Faridah Djellal & Faïz Gallouj - 215-232 Executives and Business Services: Key Factors of French Metropolitan Growth
by Pierre-Yves Léo & Jean Philippe - 233-249 ‘Do versus Buy’ Decisions in the Demand for Knowledge Intensive Business Services
by Eva Pardos & Ana Gómez-Loscos & Fernando Rubiera-Morollón - 251-262 The Decentralisation of Airbus Production and Services
by Marie-Christine Monnoyer & Jean-Marc Zuliani - 263-277 Outsourcing in the German Hospital Sector
by Boris Augurzky & Markus Scheuer - 279-292 Delocalisation and ICT Outsourcing in the CEEC Countries: The Role of Proximities
by Patrick Ternaux & Desislava Kolarova - 293-303 Local Care Services: A Reflection on the Conditions for their Emergence and Development
by Andre Barcet & Joël Bonamy - 305-320 Are Foreign Firms Delocalising Services From Spain?
by Marta Muñoz Guarasa - 321-338 Knowledge Intensive Business Services and Urban Industrial Development
by Heidi Wiig Aslesen & Arne Isaksen
March 2007, Volume 27, Issue 2
- 91-104 Combining Service Blueprint and FMEA for Service Design
by Pao-Tiao Chuang - 105-124 A New Framework for Service Supply Chains
by Tuncdan Baltacioglu & Erhan Ada & Melike D. Kaplan & Oznur Yurt And & Y. Cem Kaplan - 125-137 The Role of the Internet in the Marketing of Independent Public Houses in the UK
by John Pratten & Susan Scoffield - 139-150 Do the Poor Wake Up Quickly? A Study of Low Pay and Muted Horizons
by Sumeetra Thozhur & Michael Riley & Edit Szivas - 151-174 Relationship Quality of an Establishment and Perceived Value of a Purchase
by Javier Sánchez-Garcia & Miguel A. Moliner-Tena & Luís Callarisa-Fiol & Rosa M. Rodríguez-Artola - 175-188 Private Label Development: The Large Food Retailer Faced with the Supplier's Opportunism
by Gilles Paché
January 2007, Volume 27, Issue 1
- 1-14 The Relationship between Timing of Tipping and Service Effort
by An-Tien Hsieh & Der-Huang Wu - 15-28 Uncovering Dimensionality in the Servicescape: Towards Legibility
by Andrew J. Newman - 29-46 Customer Relationship Management of the Information Education Services Industry in Taiwan: Attributes, Benefits and Relationship
by Chiung-Ju Liang & Wen-Hung Wang - 47-58 The Status of the Small Hotel Firm
by Alison Morrison & Fiona Conway - 59-73 Effects of Destination Image on Meeting Participation Intentions: Empirical Findings from a Professional Association and its Annual Convention
by Myong Jae Lee & Ki-Joon Back - 75-89 Self-Service Technology and the Service Encounter
by Amanda Beatson & Nick Lee & Leonard V. Coote
January 2006, Volume 29, Issue 8
- 1053-1075 Racial differences in restaurant tipping: A labour process perspective
by Zachary W. Brewster & Christine Mallinson
October 2006, Volume 29, Issue 8
- 1037-1051 Identification of adopter categories for online banking in Turkey
by Bahtişen Kavak & Canan Demirsoy
November 2006, Volume 29, Issue 8
- 1077-1092 Simultaneous analysis of whether and how long to go on holidays
by Juan L. Nicolau & Francisco J. Más
September 2006, Volume 29, Issue 8
- 1105-1123 The moderating role of switching barriers on customer loyalty in the life insurance industry
by Mei-Fang Chen & Ling-Huei Wang
May 2006, Volume 29, Issue 8
- 1093-1104 Physical attractiveness stereotypes and service quality in customer--server encounters
by Hsiang-Fei Luoh & Sheng-Hshiung Tsaur
December 2006, Volume 29, Issue 8
- 1125-1134 The smile of the tourist: the relationship between price sensitivity and expenses
by Juan L. Nicolau
December 2006, Volume 29, Issue 7
- 977-993 The effects of two directions of conflict and facilitation on frontline employees’ job outcomes
by Osman M. Karatepe & Hasan Kilic - 1007-1019 Users' perceptions of the free, virtual-only service experience
by Baris Yilmazsoy & Mohammed Saad & Svetlana Cicmil
November 2006, Volume 29, Issue 6
- 847-859 How passive ownership restrictions affect the rate of franchisee failure
by Luis Vázquez
July 2006, Volume 29, Issue 6
- 741-760 Realising competitive advantage through HRM in New Zealand service industries
by Vicky Browning & Fiona Edgar & Brendan Gray & Tony Garrett - 761-773 Accounting for operating environments in measuring water utilities’ managerial efficiency
by Andrés J. Picazo-Tadeo & Francisco González-Gómez & Francisco J. Sáez-Fernández - 791-803 Spatial spillovers and employment growth in the service sector
by Paul Bishop - 805-812 Acquisition pattern analysis for evolutionary database marketing
by Leonard Paas - 813-834 The roles of personality and general ethical judgments in intention to not repay credit card expenses
by Cherng G. Ding & Kuochung Chang & Na-Ting Liu
October 2006, Volume 29, Issue 6
- 835-845 Evaluating the financial performances of Korean luxury hotels using data envelopment analysis
by Hokey Min & Hyesung Min & Seong Jong Joo & Joungman Kim - 861-873 Coping with national health insurance: Strategic behaviours of Taiwan’s hospitals
by Kuo-Cherh Huang & Ning Lu & Yi-Hsin Hsu & Mei-Ling Sheu & Che-Ming Yang & Yi-Hua Chen
December 2006, Volume 29, Issue 5
- 723-739 Using involvement for segmenting the adoption of e-commerce in travel
by Miguel Moital & Roger Vaughan & Jonathan Edwards
October 2006, Volume 29, Issue 2
- 219-233 Gibrat’s law: empirical test of Portuguese service industries using dynamic estimators
by Paulo J. Maçãs Nunes & Zélia M. Serrasqueiro - 235-247 Establishment of a performance-evaluation model for service quality in the banking industry
by Shun-Hsing Chen
May 2006, Volume 29, Issue 2
- 111-125 Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study
by Hsin-Hui (Sunny) Hu & Jay Kandampully & Thanika Devi Juwaheer
July 2006, Volume 29, Issue 2
- 127-141 The attribution of service failures: effects on consumer satisfaction
by Victor Iglesias
December 2006, Volume 26, Issue 8
- 819-836 Communicating Services Brands' Values Internally and Externally
by Leslie De Chernatony & Susan Cottam & Susan Segal-Horn - 837-847 Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions
by Christopher J. White - 849-859 The Effect of Organisational Vision on Service Quality Delivery
by Chu-Mei Liu - 861-872 An Exploratory Approach to Evaluating Performance Measures: The Managers' Perspective
by Aviad A. Israeli & Rachel Barkan & Michal Fleishman - 873-888 Spatial Aspects of ICT Development in Russia
by Desislava Kolarova & Asel Samaganova & Ivan Samson & Patrick Ternaux - 889-901 The Relationship between Individualism, Collectivism, the Perception of Justice, Demographic Characteristics and Organisational Citizenship Behaviour
by Aaron Cohen & Anat Avrahami - 903-919 Strategic Choice and Organisational Context in HRM in the UK Hotel Sector
by Nick Wilton
October 2006, Volume 26, Issue 7
- 709-726 A cross-cultural perspective on the role of emotion in negative service encounters
by Anne M. Smith - 727-745 The Antecedents of Prosocial Service Behaviours: An Empirical Investigation
by Anna-Lena Ackfeldt & Veronica Wong - 747-763 Developing the profiles of supermarket customers through data mining
by Hokey Min - 765-786 Development of performance measurement systems in quality management organisations
by Hsin Hsin Chang - 787-800 Enhancing knowledge-based service quality: A knowledge management perspective
by Hwan-Yann Su & Yichen Lin - 801-817 Bank presence in firm equity: A diversification based approach
by María Victoria Ruiz-Mallorquí & Inmaculada Aguiar-Díaz & Diego R. Medina-Muñoz
September 2006, Volume 26, Issue 6
- 597-613 Reputation and value creation in search shops
by Norman T. Sheehan & Charles B. Stabell - 615-632 Strategic actions in European soccer: Do they matter?
by Ron De Heij & Patrick Vermeulen & Linda Teunter - 633-650 Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs
by Vanessa Apaolaza Ibáñez & Patrick Hartmann & Pilar Zorrilla Calvo - 651-669 Self-scanning technologies in retail: Determinants of adoption
by Gian Luca Marzocchi & Alessandra Zammit - 671-687 Quality in Electronic Commerce B2C: Perceptions, Expectations and Importance
by Lucía Melián Alzola & Víctor Padrón Robaina - 689-707 The evolution of syndicated loan markets
by Yener Altunbaş & Blaise Gadanecz & Alper Kara
July 2006, Volume 26, Issue 5
- 479-492 How much for cash? Tackling the cash-in-hand ethos in the household services sector
by Colin C. Williams - 493-511 The contribution of tourism to the UK economy: Satellite account perspectives
by Jane Bryan & Calvin Jones & Max Munday - 513-535 Analysing retail failure from an historical perspective: A case study of A. Goldberg & Sons plc
by John Pal & Dominic Medway & John Byrom - 537-555 Customer satisfaction and Scuba-diving: Some insights from the deep
by Martin Maccarthy & Martin O'neill & Paul Williams - 557-579 An investigation of real estate agent service to home sellers: Relevant factors and attributions
by Pratibha A. Dabholkar & Jeffrey W. Overby - 581-595 Developing the service template process: From measurement to agendas for improvement
by Christine S. Williams & Mark N.K. Saunders
June 2006, Volume 26, Issue 4
- 361-379 Flow and consumers in e-based self-services: New provider--consumer relations
by Lars Fuglsang & Jon Sundbo - 381-395 Service level agreements: An essential aspect of outsourcing
by Nicholas Beaumont - 397-420 A taxonomy of standards in the service sector: Theoretical discussion and empirical test
by Knut Blind - 421-436 International franchising decision-making: An application of stakeholder theory
by Levent Altinay & Samantha Miles - 437-458 An examination of the antecedents of e-customer loyalty in a confucian culture: The case of South Korea
by Teck-Yong Eng & Eun Jin Kim - 459-477 Productivity changes in Taiwanese hospitals and the national health insurance
by Shih-Neng Chen
April 2006, Volume 26, Issue 3
- 249-265 Internationalisation of Japanese professional business service firms
by Patrik Ström & Jan Mattsson - 267-285 Outsourcing of advanced business services in the Spanish economy: Explanation and estimation of the regional effects
by Santiago R. Martínez-Argüelles & Fernando Rubiera-Morollón - 287-302 Exploiting ICT potential in service firms in transition economies
by Metka Stare & Andreja Jaklič & Patricia Kotnik - 303-327 Innovation in care services for the elderly
by Faridah Djellal & Faïz Gallouj - 329-346 Performance as a classification criterion of tourist origins and destinations
by Paulo Águas & Paulo Rita & Jorge Costa - 347-360 On the recent extension of price and production statistics to health and education
by Damien Broussolle
March 2006, Volume 26, Issue 2
- 119-145 The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty
by Chiung-Ju Liang & Wen-Hung Wang - 147-163 The influence of employee behavioural performance on customer focus strategies
by Carolyn A. Strong - 165-187 International retail joint venture learning
by Mark Palmer - 189-202 Total factor productivity change: An examination of the commercial banking industry in India and Pakistan
by Barry Howcroft & Ali Ataullah - 203-221 Determinants of ethnic minority entrepreneurial growth in the catering sector
by Levent Altinay & Eser Altinay - 223-248 Incomplete global integration and regional knowledge-intensive service industries
by Yi-Min Chen
January 2006, Volume 26, Issue 1
- 1-13 Market oriented reforms of health services: A non-parametric analysis
by Alessandra Ferrari - 15-38 An exploration of the meanings of hotel brand equity
by Rob Bailey & Stephen Ball - 39-57 The effects of selected antecedents on the service recovery performance of frontline employees
by Osman M. Karatepe - 59-71 Measuring pure managerial efficiency of international tourist hotels in Taiwan
by Fei-Ching Wang & Wei-Ting Hung & Jui-Kou Shang - 73-95 Managing improvisation within change management: Lessons from UK financial services
by Stephen A. Leybourne - 97-117 Market discipline and regulatory authority oversight of banks: Complements not substitutes
by Paul Hamalainen
December 2005, Volume 25, Issue 8
- 945-958 Spatial inequalities in UK GDP per head: The role of private and public services
by Peter Gripaios & Paul Bishop - 959-977 Spatial divisions of expertise: Knowledge intensive business service firms and regional development in Norway
by John R. Bryson & Grete Rusten - 979-997 Service industries and regional development: An analysis for eastern Germany
by Uwe Blien & Anette Haas - 1029-1044 Retaining customers in UK financial services: The retailers' tale
by Jillian Dawes Farquhar
October 2005, Volume 25, Issue 7
- 845-860 The exploitation of market knowledge within relationship orientated small accountancy practices
by Ian Chaston & Phil Megicks & Jasmine Williams - 861-878 Towards a model of adoption in internet banking: Strategic communication challenges
by Mark Durkin & Aodheen O'donnell - 879-889 The determinants of export behaviour in UK service firms
by Adrian Gourlay & Jonathan Seaton & Joy Suppakitjarak - 891-905 The effect of customer participation on service providers' job stress
by An-tien Hsieh & Chang-hua Yen - 907-923 Measuring the value of product characteristics in the UK monthly savings market
by Damian R. Ward - 925-944 Off-balance sheet activities and cost inefficiency in Taiwan's Banks
by Pang-tien Lieu & Tsai-lien Yeh & Yung-ho Chiu
September 2005, Volume 25, Issue 6
- 721-746 International trade in financial services
by Allan Webster & Philip Hardwick - 747-772 Marketing-based tangibilisation for services
by David D. C. Tarn - 773-788 Employees' overestimation of functional and relational service quality: A gap analysis
by José M. Peiró & Vicente Martínez-Tur & José Ramos - 789-801 The role of social conventions in the diffusion of open source software: Implications for service industries
by Chong Ju Choi & Jai-beom Kim & Tarek Eldomiaty - 803-823 An alternative measure for assessing perceived quality of software house services
by Spiros Gounaris - 825-843 UK Building Societies: ‘Deregulation’ change myths
by Graham Tayler
July 2005, Volume 25, Issue 5
- 625-640 Identifying key determinants for new product introductions and firm performance in small service firms
by Patrick A.M. Vermeulen & Jeroen P.J. De Jong & K.C. O'shaughnessy - 641-659 An attribute-based model of quality satisfaction for Internet self-service technology
by Hsiuju Rebecca Yen - 661-673 Acquisition Pattern Analysis for Relationship Marketing: A Conceptual and Methodological Redefinition
by Leonard J. Paas & Anton A.A. Kuijlen & Theo B.C. Poiesz - 675-687 The Impact of the Internet on Professional Relationships: The Case of Health Care
by Angus Laing & Gillian Hogg & Dan Winkelman - 689-708 The management perception of the strategic outsourcing of services: An empirical examination in the hotel sector
by Tomás F. Espino-rodríguez & Víctor Padrón Robaina - 709-720 Independent Financial Advisers -- Why They Remain the Strongest Distribution Route for Pensions
by Orla Gough
June 2005, Volume 25, Issue 4
- 421-428 Identifying the role of services in the regional economy and servicing the identity of the region
by Nicholas Alexander & Gary Akehurst - 429-445 A service-informed approach to regional innovation -- or adaptation?
by Peter Wood - 447-460 The role of services in regional and urban development: A reappraisal of our understanding
by Sven Illeris - 461-476 Services and the changing economic base of regions in the united states
by William B. Beyers - 477-491 Regional landscape of services in Central and Eastern European countries
by Metka Stare - 493-503 Country and destination image -- different or similar image concepts?
by Lena Mossberg & Ingeborg Astrid Kleppe - 505-524 Sustaining business and professional services in a second city region
by P. W. Daniels & J. R. Bryson - 525-545 Internet-based business among knowledge intensive business services: Some Irish regional evidence
by Elaine Ramsey & Patrick Ibbotson & Jim Bell & Patrick Mccole - 547-561 Services, networks and territory: The case of MCC in the Basque Country
by Mikel Zurbano - 563-577 Services and regional development: An analysis of their role as human capital drivers in the Spanish Regions
by José A. Camacho & Mercedes Rodríguez - 579-599 Public support for tourism SMEs in peripheral areas: The arjeplog project, northern sweden
by Per Åke Nilsson & Tage Petersen & Stephen Wanhill - 601-613 The new role of the corporate and functional strategies in the tourism sector: Spanish small and medium-sized hotels
by Domingo Ribeiro Soriano - 615-623 The RESER survey of 1998--2003 literature on services and regional development: A synthesis based on national reports
by Sven Illeris
April 2005, Volume 25, Issue 3
- 309-335 Patterns of consumer response to retail price differentials
by Jorge M. Oliveira-Castro & Gordon R. Foxall & Teresa C. Schrezenmaier - 337-354 Foreign environments: The internationalisation of environmental producer services
by Christian Schulz - 355-371 Shutting up shop: understanding the international exit process in retailing
by Paul Jackson & Kamel Mellahi & Leigh Sparks - 373-390 Emotions in business-to-business service relationships
by Julia A. Kiely - 391-401 Factors encouraging competitive myopia in the performing arts sector: an empirical investigation
by Roger Bennett - 403-419 The intrapreneur role of the development directors in an international hotel group
by Levent Altinay
March 2005, Volume 25, Issue 2
- 141-161 Business services, the new engine of French regional growth
by Pierre-Yves Léo & Jean Philippe - 163-180 Urban supply--demand interrelations in business services
by Luis Rubalcaba & Fernando Merino - 181-211 Employment and location patterns of advanced services in non-urban Canada
by C. Michael Wernerheim & Christopher A. Sharpe - 213-228 The role of producer services in regional development: what opportunities for medium-sized cities in Belgium?
by Laurence Moyart - 229-251 Transition and polarisation: advanced producer services in the emerging regional (market) economies
by Erika Nagy - 253-271 How innovative are services? an empirical analysis for Spain
by José A. Camacho & Mercedes Rodríguez - 273-288 Enabling inclusion through alternative discursive formations: the regional development of community development loan funds in the United Kingdom
by John R. Bryson & Martin Buttle - 289-290 Letter: curing ‘Baumol's Disease’
by Harry Greenfield
January 2005, Volume 25, Issue 1
- 5-21 Using triangulation to assess and identify successful services brands
by Leslie de Chernatony & Susan Drury & Susan Segal-Horn - 23-42 A comparative study of innovation behaviour in Singapore's KIBS and manufacturing firms
by Poh Kam Wong & Zi-Lin He - 43-59 Customer perceptions of service dimensions: American and Asian perspectives
by Lawrence F. Cunningham & Clifford E. Young & Moonkyu Lee - 61-81 Productivity in hotels: a stepwise data envelopment analysis of hotels' rooms division processes
by Marianna Sigala & Peter Jones & Andrew Lockwood & David Airey - 83-101 Trust as a key factor in successful relationships between consumers and retail service providers
by Rodolfo Váquez Casielles & Leticia Suárez Álvarez & Ana María Díaz Martín - 103-116 Emotional labour and surplus value: the case of holiday ‘reps’
by Panikkos Constanti & Paul Gibbs - 117-133 Equity ownership and management control in Sino-foreign joint venture hotels
by Michael C. S. Wong & Sherriff T. K. Luk & Stephen C.Y. Li
November 2004, Volume 24, Issue 6
- 1-18 Shopping is truly a joy
by Byoungho Jin & Brenda Sternquist - 19-36 Does perception matter?: an empirical analysis of donor behaviour
by Adrian Sargeant & Douglas C. West & John B. Ford - 37-63 An exploration of inter-functional integration in the new service development process
by Helen Perks & Nina Riihela - 65-89 Implementation of yield management practices in service organisations: empirical findings from a major hotel group
by Fevzi Okumus - 91-108 Testing servers' roles as experts and managers of tipping behaviour
by Rachel Barkan & Aviad Israeli - 109-128 Measuring service performance in mobile communications
by Neeru Sharma & Satinder Ojha * - 129-142 Large banks' efficiency in the single European market
by Barbara Casu & Claudia Girardone
September 2004, Volume 24, Issue 5
- 1-29 Multiple channel systems in services: pros, cons and issues
by Filipe J. Coelho & Chris Easingwood - 31-51 Performance implications of capital structure: evidence from quoted UK organisations with hotel interests
by Paul A. Phillips & Mehmet A. Sipahioglu - 53-69 Using customer motivations to reduce peak demand: does it work?
by Kenneth J. Klassen & Thomas R. Rohleder - 71-90 Development banking and technological development: a case study of industrial development banks in the GCC countries
by Khalid Abdul Aziz Alsahlawi & Edward P.M. Gardener - 91-101 New services margin/high success discriminators
by José Manuel Carvalho Vieira & Elisabete De Magalhães Serra & José Antonio Varela Gonzalez - 103-119 Total quality management, institutional isomorphism and performance: the case of financial services
by F.J. Lloréns Montes & A.J. Verdú Jover - 121-135 Can culture be changed? a study of internal marketing
by Mihaela Kelemen & Ioanna Papasolomou-Doukakis - 137-151 A study of cost efficiency and privatisation in Taiwan's banks: the impact of the Asian financial crisis
by Tser-Yieth Chen
July 2004, Volume 24, Issue 4
- 1-20 The role of service guarantees in service development
by Sara Björlin Lidén & Bodil Sandén - 21-39 Cost efficiency and the effect of mergers on the Taiwanese banking industry
by Ya-Hui Peng & Kehluh Wang - 41-65 A frontier analysis comparison of banking ‘added value’
by Margaret Brown & Edward P.M. Gardener - 67-82 Customer satisfaction measurement: comparing four methods of attribute categorisations
by Boris Bartikowski & Sylvie Llosa - 83-100 Knowledge-intensive business services in transition economies
by Vladimír Baláž - 101-114 Client loyalty and defection in the corporate legal industry
by Dayananda Palihawadana & Bradley R. Barnes - 115-128 Ethnic groups and the British travel industry: servicing a minority?
by Mary S. Klemm & Sarah J. Kelsey - 129-148 Ownership and production efficiency: Evidence from Taiwanese banks
by Yang Li & Jin-Li Hu & Yung-Ho Chiu
May 2004, Volume 24, Issue 3
- 1-18 Take the money and run? Organisational boundaries and consultants' roles
by Jim Kitay & Christopher Wright - 19-42 Critical success factors in UK corporate hotels
by Bob Brotherton - 43-62 From branches to call centres: new strategic realities in retail banking
by Antony Beckett - 63-81 Multiple globalisations: regional, hierarchical and sectoral articulations of global business services through world cities
by Peter J. Taylor & Gilda Catalana & David Walker - 82-100 Measuring service quality of travel agents: evidence from Northern Cyprus
by Nick Johns & Turgay Avcí & Osman M. Karatepe - 101-130 Environmental strategies in spanish hotels: contextual factors and performance
by Eva Carmona-Moreno & José Céspedes-Lorente & Jerónimo De Burgos-Jiménez - 131-149 Scenarios for future service encounters
by Julia Kiely & Neal Beamish & Colin Armistead - 150-168 Exploring the application of IVR: lessons from retail banking
by Danielle McCartan-Quinn & Mark Durkin & Aodheen O'Donnell
March 2004, Volume 24, Issue 2
- 1-14 Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context
by Stephen Grove & Raymond Fisk & Mary Laforge - 15-33 Developing a brand performance measure for financial services brands
by Leslie de Chernatony & Fiona Harris & George Christodoulides - 34-50 External consultants in organisations: evaluating the Spanish case
by Domingo Ribeiro Soriano - 51-66 The influence of human resource management in savings bank performance
by Petra De Saá Pérez & Juan Manuel García Falcón - 67-80 The new customer relationship management tool -- product elimination?
by David Harness & Tina Harness - 81-101 Control and success in collaborative strategies
by Rita Medina-Muñoz & Diego Medina-Muñoz - 102-117 Fair trade new product development
by Alex Nicholls - 118-129 An investigation of the impact of internal labour markets in the hotel industry
by Leo Jago & Margaret Deery
January 2004, Volume 24, Issue 1
- 1-18 The call centre: a nursery for new forms of work organisation?
by James Wickham & Gráinne Collins