Template-Type: ReDIF-Article 1.0 Author-Name: Michael Storper Author-X-Name-First: Michael Author-X-Name-Last: Storper Title: The City: Centre of Economic Reflexivity Abstract: Each of the four main theories developed in recent years to explain contemporary urbanisation - the ‘global city’, the ‘world city’, the ‘informational city’ and the ‘post-fordist city’ - has important theoretical and empirical lacunae. Instead, the raison d’être of the city in an economy increasingly liberated from the frictions of distance is as a centre of economic activity which relies on reflexive human action. The activities which can be defined as reflexive cut across the normal categories of activity ascribed to cities (services, informational, high technology, advanced services), including parts of these activities and parts of other sectors. This analysis calls for new categories of analysis and measurement of contemporary urbanisation. Journal: The Service Industries Journal Pages: 1-27 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000001 File-URL: http://hdl.handle.net/10.1080/02642069700000001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:1-27 Template-Type: ReDIF-Article 1.0 Author-Name: Margareta Dahlström Author-X-Name-First: Margareta Author-X-Name-Last: Dahlström Title: The Production of Child Care Services in Sweden: Uneven Development and Local Solutions Abstract: This article deals with the production and regional development of child care services in Sweden. The production of social services outside the home is discussed in relation to labour market needs and equal opportunities. Staffing, organisation and extension of child care services, as well as restructuring trends are dealt with. The services studied are characterised by local solutions. Reasons for local variations are discussed with special references to labour market factors, political tradition and level of urbanisation. No single factor can explain the variations. Explanations have to be found in the specific local mix of factors. Journal: The Service Industries Journal Pages: 28-50 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000002 File-URL: http://hdl.handle.net/10.1080/02642069700000002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:28-50 Template-Type: ReDIF-Article 1.0 Author-Name: Christof Ellger Author-X-Name-First: Christof Author-X-Name-Last: Ellger Title: Planning Christallerian Landscapes: The Current Renaissance of Central Place Studies in East Germany Abstract: With the central place concept still in use as a major instrument in German spatial planning, central place relationships are currently being investigated in the new federal states of East Germany and normative central place systems are being defined. The shortcomings of the central place concept - as a theory of economic space, a model for spatial description and analysis and as a planning strategy - are clear, but its potential should, nevertheless, not be neglected. Service supply relationships are by no means losing their relevance as elements of spatial interaction; and especially in attempts to create 'sustainable' spatial situations the concept can regain power due to its inbuilt spatial eficiency principle. Journal: The Service Industries Journal Pages: 51-68 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000003 File-URL: http://hdl.handle.net/10.1080/02642069700000003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:51-68 Template-Type: ReDIF-Article 1.0 Author-Name: Hilary Silver Author-X-Name-First: Hilary Author-X-Name-Last: Silver Author-Name: REGINA BURES Author-X-Name-First: REGINA Author-X-Name-Last: BURES Title: Dual Cities? Sectoral Shifts and Metropolitan Income Inequality, 1980--90 Abstract: The sectoral shift from manufacturing to services is one of several potential explanations for increasing income inequality in the United States. This article reframes national-level explanations of rising inequality at the level of urban labour markets and assesses their relative contributions to levels and trends in metropolitan income inequality. We find that sectoral shifts, especially the rates of deindustrialisation and employment growth in personal services, significantly affect changes in Gini indices for the largest constant-boundary MSAs between 1980 and 1990. In addition, rising metropolitan inequality is associated with the trend towards self-employment and such supply-side factors as local education levels, changing family structure and immigration. The study provides mixed support for the mismatch and global cities hypotheses. Journal: The Service Industries Journal Pages: 69-90 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000004 File-URL: http://hdl.handle.net/10.1080/02642069700000004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:69-90 Template-Type: ReDIF-Article 1.0 Author-Name: Angela Airoldi Author-X-Name-First: Angela Author-X-Name-Last: Airoldi Author-Name: Giancarlo Bianchi JANETTI Author-X-Name-First: Giancarlo Bianchi Author-X-Name-Last: JANETTI Author-Name: Antonio Gambardella Author-X-Name-First: Antonio Author-X-Name-Last: Gambardella Author-Name: LANFRANCO SENN Author-X-Name-First: LANFRANCO Author-X-Name-Last: SENN Title: The Impact of Urban Structure on the Location of Producer Services Abstract: This article aims at estimating the density functions and gradients related to the locations of services in Milan. Density curves constructed from data on the location of producer services confirm theoretical expectations and the pattern of their location clearly assumes a quadratic exponential shape. The better to understand the interrelation between services and space at the intra-urban level, a number of indices and coeficients have been analysed. In order to verify the impact of urban structures on services locations a comparative analysis has been made on the effects of a new underground line. The impact of urban structure on services location has been confirmed. Journal: The Service Industries Journal Pages: 91-114 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000005 File-URL: http://hdl.handle.net/10.1080/02642069700000005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:91-114 Template-Type: ReDIF-Article 1.0 Author-Name: David Gilbert Author-X-Name-First: David Author-X-Name-Last: Gilbert Author-Name: YVONNE GUERRIER Author-X-Name-First: YVONNE Author-X-Name-Last: GUERRIER Title: UK Hospitality Managers Past and Present Abstract: This paper presents the findings of an investigation into the perceptions of managers in the UK hospitality industry regarding the changes that have occurred to the managers role during the last 15 years. The main findings indicate a shift from an operational to a business focus and a blurring of the boundaries between hospitality and other service sectors. The paper utilises a content analysis of the transcripts of a number of targeted focus groups in order to explore the dynamics behind these changes. Journal: The Service Industries Journal Pages: 115-132 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000006 File-URL: http://hdl.handle.net/10.1080/02642069700000006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:115-132 Template-Type: ReDIF-Article 1.0 Author-Name: Traves Joanne Author-X-Name-First: Traves Author-X-Name-Last: Joanne Author-Name: BROCKBANK ANNE Author-X-Name-First: BROCKBANK Author-X-Name-Last: ANNE Author-Name: TOMLINSON FRANCES Author-X-Name-First: TOMLINSON Author-X-Name-Last: FRANCES Title: Careers of Women Managers in the Retail Industry Abstract: This paper reports on the aspirations, ambitions and careers of women managers in retailing. Questionnaires were distributed to women managers awaiting promotion to senior positions, and interviews were carried out with women store managers and also head office personnel managers. Findings reveal that women are recruited to retail management programmes in equal proportions to men and are reaching deputy management positions. However, few women achieve the position of store manager, the senior operational position in retail, in spite of their expressed ambitions and commitment to the job. Possible factors which emerged from the questionnaire and interview data were: promotional procedures and criteria; persistent perceptions of management as male; networking, political awareness and mentoring. Journal: The Service Industries Journal Pages: 133-154 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000007 File-URL: http://hdl.handle.net/10.1080/02642069700000007 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:133-154 Template-Type: ReDIF-Article 1.0 Author-Name: David A. Kirby Author-X-Name-First: David A. Author-X-Name-Last: Kirby Author-Name: JONES-EVANS DYLAN Author-X-Name-First: JONES-EVANS Author-X-Name-Last: DYLAN Title: Small Technology-based Professional Consultancy Services in the United Kingdom Abstract: Despite the growing evidence of the use by larger manufacturing organisations for specialist professional service companies that can provide a specific technological input, there has been little research that has examined this phenomenon. This article focuses, therefore, on the processes by which such technical consultancies and their initial client relationships are formed. It is based on a series of in-depth, qualitative interviews with the owners/principals of 12 such organisations in the North-East of England. It reveals that most consultants had worked in a technical position in a large organisation before starting their own business, and that consultants may be classified as ‘opportunist’, ‘lifestyle’ or ‘accidental’, Initial relationships with clients were found to vary considerably, as were strategies for development. Journal: The Service Industries Journal Pages: 155-172 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000008 File-URL: http://hdl.handle.net/10.1080/02642069700000008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:155-172 Template-Type: ReDIF-Article 1.0 Author-Name: Mels Gerhard Author-X-Name-First: Mels Author-X-Name-Last: Gerhard Author-Name: BOSHOFF CHRIST0 Author-X-Name-First: BOSHOFF Author-X-Name-Last: CHRIST0 Author-Name: NEL DEON Author-X-Name-First: NEL Author-X-Name-Last: DEON Title: The Dimensions of Service Quality: The Original European Perspective Revisited Abstract: The early pioneers of services marketing in Europe, especially the Nordic School, argued that service quality consists of two or three underlying dimensions. Lehtinen and Lehtinen [1985] referred to physical and interactive quality while Christian Grönroos [1984] identified a technical dimension, a functional dimension and the firm's image as a third dimension. In later years, Parasuraman, Zeithaml and Berry [1988] published empirical evidence from five service industries which suggested that five dimensions more appropriately capture the perceived service quality construct. This study uses an exploratory factor analysis approach to investigate the empirical factor structure of the SERVQUAL instrument developed by Parasuraman et al. [1988] to measure perceived service quality. Based on the results of five exploratory analyses performed on five SERVQUAL data sets, a model for SERVQUAL is proposed. It suggests that the SERVQUAL difference scores are measures of two factors termed ‘intrinsic’ and ‘extrinsic’ service quality. The model is then fitted to the SERVQUAL data obtained from five samples of clients who evaluated the services of five service industries or companies by means of confirmatory factor analysis. The results of this study provide empirical support for the European authors who, in the early 1980s, argued that service quality perceptions are largely determined by two (rather than five) dimensions. Journal: The Service Industries Journal Pages: 173-189 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000009 File-URL: http://hdl.handle.net/10.1080/02642069700000009 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:173-189 Template-Type: ReDIF-Article 1.0 Author-Name: Innes John Author-X-Name-First: Innes Author-X-Name-Last: John Author-Name: Mitchell Falconer Author-X-Name-First: Mitchell Author-X-Name-Last: Falconer Title: The Application of Activity-based Costing in the United Kingdom's Largest Financial Institutions Abstract: Activity-based costing (ABC) has come to prominence in recent years as an attractive alternative to conventional costing systems. Its development has involved many service sector applications and its use throughout the core management accounting areas of decision making, control and performance measurement. This article contains the results of a 1994 survey of the UK's largest financial institutions to ascertain the extent and the nature of the adoption of ABC. Journal: The Service Industries Journal Pages: 190-203 Issue: 1 Volume: 17 Year: 1997 Month: 1 X-DOI: 10.1080/02642069700000010 File-URL: http://hdl.handle.net/10.1080/02642069700000010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:1:p:190-203 Template-Type: ReDIF-Article 1.0 Author-Name: Ronald E. Goldsmith Author-X-Name-First: Ronald E. Author-X-Name-Last: Goldsmith Title: Book Reviews Journal: The Service Industries Journal Pages: 354-355 Issue: 2 Volume: 17 Year: 1997 Month: 4 X-DOI: 10.1080/02642069700000522 File-URL: http://hdl.handle.net/10.1080/02642069700000522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:2:p:354-355 Template-Type: ReDIF-Article 1.0 Author-Name: Roy C Wood Author-X-Name-First: Roy C Author-X-Name-Last: Wood Title: Book Reviews Journal: The Service Industries Journal Pages: 356-358 Issue: 2 Volume: 17 Year: 1997 Month: 4 X-DOI: 10.1080/02642069700000022 File-URL: http://hdl.handle.net/10.1080/02642069700000022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:2:p:356-358 Template-Type: ReDIF-Article 1.0 Author-Name: Roy C Wood Author-X-Name-First: Roy C Author-X-Name-Last: Wood Title: Book Reviews Journal: The Service Industries Journal Pages: 358-359 Issue: 2 Volume: 17 Year: 1997 Month: 4 X-DOI: 10.1080/02642069700000023 File-URL: http://hdl.handle.net/10.1080/02642069700000023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:2:p:358-359 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Clarke Author-X-Name-First: Ian Author-X-Name-Last: Clarke Author-Name: PETER RIMMER Author-X-Name-First: PETER Author-X-Name-Last: RIMMER Title: The Anatomy of Retail Internationalisation: Daimaru's Decision to Invest in Melbourne, Australia Abstract: The article addresses the need for empirical work on retailer internationalisation. It reviews the literature, explores the process of international development, and investigates the way in which decisions are made at this level. The article uses the ‘decision effectiveness’ concept to examine the internationalisation of Japanese department store groups between 1950 and 1995, and focuses on Daimaru's decision to invest in a new outlet in Melbourne. On the basis of interviews with company executives in Australia and Japan associated with the decision, the article concludes by emphasising how the perspective gained thereby may help in the understanding of the interrelatedness of the main components of internationalisation. Journal: The Service Industries Journal Pages: 361-382 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000024 File-URL: http://hdl.handle.net/10.1080/02642069700000024 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:361-382 Template-Type: ReDIF-Article 1.0 Author-Name: John Fernie Author-X-Name-First: John Author-X-Name-Last: Fernie Title: Retail Change and Retail Logistics in the United Kingdom: Past Trends and Future Prospects Abstract: The article discusses the factors which have influenced retail change in the UK and the impact of these changes on the logistical support to shops. During the last 30 years there has been a retailing revolution in the country. Consumers have become more affluent, discerning and mobile, and retailers have responded to consumer needs by offering a range of formats in city centre and out of town locations. A major part of this retailing revolution has occurred in the field of logistics where British retailers have gained control over the supply chain, reducing lead times from the manufacturing plant to the store. The grocery sector, in particular, has a streamlined logistical system with investment into composite distribution centres and transport to supply an increasing number of superstores. This logistical framework is now being challenged by technological, environmental and political change. The government's policy to minimise environmental damage and revitalise town centres poses challenges for logistics. Journal: The Service Industries Journal Pages: 383-396 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000025 File-URL: http://hdl.handle.net/10.1080/02642069700000025 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:383-396 Template-Type: ReDIF-Article 1.0 Author-Name: David Jennings Author-X-Name-First: David Author-X-Name-Last: Jennings Title: Building Societies and Strategic Sourcing: Criteria and Dynamics Abstract: In the literature of strategic management outsourcing has become recognised as a means to achieve a range of strategic benefits. This article examines the criteria employed by building societies to select and evaluate opportunities for outsourcing. The societies’ sourcing decisions are subject to multiple criteria that, together with a conservative culture, act to limit the use of outsourcing. Case material is used to develop a model of sourcing that relates the processes of evaluation, review and learning to changes in the technological, legal and market environment. Changes in the environment require the societies to retain the ability to monitor; review and possibly reverse sourcing decisions. Journal: The Service Industries Journal Pages: 397-412 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000026 File-URL: http://hdl.handle.net/10.1080/02642069700000026 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:397-412 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Freathy Author-X-Name-First: Paul Author-X-Name-Last: Freathy Title: Employment Theory and the Wheel of Retailing: Segmenting the Circle Abstract: This article attempts to highlight the transitory nature of the retail labour market and provide a theoretical framework that accounts for the employment changes that have occurred in retailing since the Second World War. Using the concept of cyclicality embodied within the Wheel of Retailing, it identifies how at each stage of the cycle there develops a new dominant form of employment relation. The British grocery sector is taken as an example to illustrate this relationship. Journal: The Service Industries Journal Pages: 413-431 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000027 File-URL: http://hdl.handle.net/10.1080/02642069700000027 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:413-431 Template-Type: ReDIF-Article 1.0 Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Title: Management of Innovation in Services Abstract: The article discusses two issues. The first is whether service firms innovate at all; the second is how they organise the innovation activities. The basis for the analysis is a series of case studies in Danish service firms. The first issue is discussed theoretically. Of the several paradigms within traditional innovation theory, the strategic innovation paradigm is the most adequate to explain service innovations. Organisational learning must be separated from innovation whereby the latter means a jump in turnover and profit while the first means a lower and continuous growth. The emphirical analysis demonstrates that the service firms innovate. The second issue is analysed empirically. Different ways of organising the innovation activities are set placed a taxonomy. It is concluded that the service firms rarely have R&D departments and innovation generally is an unsystematic search-and-learn process. Journal: The Service Industries Journal Pages: 432-455 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000028 File-URL: http://hdl.handle.net/10.1080/02642069700000028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:432-455 Template-Type: ReDIF-Article 1.0 Author-Name: John Bachtler Author-X-Name-First: John Author-X-Name-Last: Bachtler Author-Name: PHILIP RAINES Author-X-Name-First: PHILIP Author-X-Name-Last: RAINES Title: Government Incentives and the Financial Services Sector in Scotland Journal: The Service Industries Journal Pages: 456-473 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000029 File-URL: http://hdl.handle.net/10.1080/02642069700000029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:456-473 Template-Type: ReDIF-Article 1.0 Author-Name: Nick Johns Author-X-Name-First: Nick Author-X-Name-Last: Johns Author-Name: PHIL TYAS Author-X-Name-First: PHIL Author-X-Name-Last: TYAS Title: Customer Perceptions of Service Operations: Gestalt, Incident or Mythology? Journal: The Service Industries Journal Pages: 474-488 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000030 File-URL: http://hdl.handle.net/10.1080/02642069700000030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:474-488 Template-Type: ReDIF-Article 1.0 Author-Name: Ken Deal Author-X-Name-First: Ken Author-X-Name-Last: Deal Author-Name: SCOTT J. EDGETT Author-X-Name-First: SCOTT J. Author-X-Name-Last: EDGETT Title: Determining Success Criteria for Financial Products: A Comparative Analysis of CART, Logit and Factor/Discriminant Analysis Journal: The Service Industries Journal Pages: 489-506 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000031 File-URL: http://hdl.handle.net/10.1080/02642069700000031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:489-506 Template-Type: ReDIF-Article 1.0 Author-Name: David Johnson Author-X-Name-First: David Author-X-Name-Last: Johnson Author-Name: MIKE WHITEHORN Author-X-Name-First: MIKE Author-X-Name-Last: WHITEHORN Title: Justifying the Use of Portable Computer Technology by the Salesforce of a Large Insurance Company Journal: The Service Industries Journal Pages: 507-527 Issue: 3 Volume: 17 Year: 1997 Month: 7 X-DOI: 10.1080/02642069700000032 File-URL: http://hdl.handle.net/10.1080/02642069700000032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:3:p:507-527 Template-Type: ReDIF-Article 1.0 Author-Name: Pietro Genco Author-X-Name-First: Pietro Author-X-Name-Last: Genco Title: Services in a Changing Economic Environment Abstract: Starting from the current trend towards the convergence of increasingly industrialised services and manufacturing sectors, this paper analyses the role which the environment plays in satisfying firms’ new quality-based service requirements. In the neo-industrial age, the type of externalised service and the externalisation way can affect the relationship between firms and economic environment. The combination of these factors influences the nature and the characteristics of the service requirements of large-scale firms and small and medium enterprises in a different manner. While large firms using advanced services may not usually be associated with a well-defined geographical area, SMEs using standard services need to have recourse to new interorganisational solution. Journal: The Service Industries Journal Pages: 529-543 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000033 File-URL: http://hdl.handle.net/10.1080/02642069700000033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:529-543 Template-Type: ReDIF-Article 1.0 Author-Name: Joél Bonamy Author-X-Name-First: Joél Author-X-Name-Last: Bonamy Author-Name: NICOLE MAY Author-X-Name-First: NICOLE Author-X-Name-Last: MAY Title: Service and Employment Relationships Abstract: This article attempts to interpret the links between changes in employment, productive organisations and work content using the notion of the service relationship. Although this notion has been built on an analysis of service industries, it is a useful means of studying the various changes (and their links) that are occurring in both the manufacturing and service industries. Important shifts in employment relationships (job insecurity, externalisation etc.) are characteristics of the deep changes taking place both in the nature of both productive organisations and work, and of the difficulty of fitting these changes into the social and legal frameworks which currently govern employment relationships. Journal: The Service Industries Journal Pages: 544-563 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000034 File-URL: http://hdl.handle.net/10.1080/02642069700000034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:544-563 Template-Type: ReDIF-Article 1.0 Author-Name: Christof Ellger Author-X-Name-First: Christof Author-X-Name-Last: Ellger Author-Name: JOACHIM SCHEINER Author-X-Name-First: JOACHIM Author-X-Name-Last: SCHEINER Title: After Industrial Society: Service Society as Clean Society? Environmental Consequences of Increasing Service Interaction Abstract: Whereas industrial society is known to be to a great extent responsible for the degradation of the environment, service society is assumed to be rather ‘clean’. There has, in fact, been a substantial reduction in material metabolism in industrial production in the developed countries. The increasing interaction intensity, however; which is characteristic for a service society, results in massive transport volumes and thus in other negative environmental impacts which to a large degree offset the advances in industrial production. Journal: The Service Industries Journal Pages: 564-579 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000035 File-URL: http://hdl.handle.net/10.1080/02642069700000035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:564-579 Template-Type: ReDIF-Article 1.0 Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Title: The Creation of Service Markets to Solve Political-Sociological Problems: The Danish Home Service Abstract: In Denmark, the government has formulated a policy for creating a household service market by introducing economic support to Home Service firms. This political attempt at creating a market is analysed. Theoretically, it can test Gershuny's theory that households do their own housework by using machines, and the institutionalist market theory that households’ market behaviour is determined not only by the price, but also by social norms. The Home Service System is evaluated in relation to its development of business and its ability to solve the problems unemployment and moonlighting (informal work). The social consequences of an emerging household service sector are investigated. The conclusion is that it is very difficult to create a service market via the polity, and the Home Service system has not solved the problems it set out to overcome. Although it has introduced some improvements, at the same time it has created new labour market problems. Journal: The Service Industries Journal Pages: 580-602 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000036 File-URL: http://hdl.handle.net/10.1080/02642069700000036 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:580-602 Template-Type: ReDIF-Article 1.0 Author-Name: Fulop Christina Author-X-Name-First: Fulop Author-X-Name-Last: Christina Author-Name: FORWARD JIM Author-X-Name-First: FORWARD Author-X-Name-Last: JIM Title: Insights into Franchising: A Review of Empirical and Theoretical Perspectives Abstract: Business format franchising has expanded rapidly, over the past 40 years as an alternative method of distribution and business development. This literature review analyses the major issues which have been the subject of in-depth research and/or significant debate. These include: the determinants of franchising in theory and practice; why franchisors normally operate both franchised and company-owned outlets, and the factors which influence the balance between them; the role and position of franchisees within the franchisor/franchisee relationship and, finally, the continuing debate surrounding the kind of regulatory framework in which it should operate. These findings are evaluated and aspects of franchising which warrant further investigation are outlined. Journal: The Service Industries Journal Pages: 603-625 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000037 File-URL: http://hdl.handle.net/10.1080/02642069700000037 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:603-625 Template-Type: ReDIF-Article 1.0 Author-Name: Eleanor J . Morgan Author-X-Name-First: Eleanor J . Author-X-Name-Last: Morgan Title: European Community Merger Policy in the Service Industries: The Second Phase Abstract: This article examines recent developments in the application of the EU Merger Regulation to services. Policy evolution regarding the jurisdictional divide between Brussels and the national authorities is highlighted as is the contrasting treatment of different types of joint ventures. Particular attention is given to the first two prohibitions of service industry transactions (in broadcasting and related telecommunications) which were among only three cases banned under the Regulation in its initial five years. These show some of the problems of ensuring competition in services where access to infrastructure plays an important role. The conditional clearance after full proceedings of the first case where a separate market for technology was defined is also considered with reference to licensing. Journal: The Service Industries Journal Pages: 626-651 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000038 File-URL: http://hdl.handle.net/10.1080/02642069700000038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:626-651 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Buick Author-X-Name-First: Ian Author-X-Name-Last: Buick Author-Name: Ganesan Muthu Author-X-Name-First: Ganesan Author-X-Name-Last: Muthu Title: An Investigation of the Current Practices of In-House Employee Training and Development within Hotels in Scotland Abstract: This article presents the results of an itlvestigation of in-house employee training and development practices within hotels in Scotland having 50 or more bedroonls front an operation/ management perspective. Issites pertaining to employee trainitzg and development practices are identified - reduction in st@ turnover; responsibility for staff traitzing and development, time constraints, variety of training methods and training frequency. III the context of training and development, with particular reference to issues ident, a number of recommendations are postulated. Journal: The Service Industries Journal Pages: 652-668 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000039 File-URL: http://hdl.handle.net/10.1080/02642069700000039 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:652-668 Template-Type: ReDIF-Article 1.0 Author-Name: D.M.W.N. Hitchens Author-X-Name-First: D.M.W.N. Author-X-Name-Last: Hitchens Title: The Adequacy of the Supply of Professional Advisory Services to Manufacturing Firms in Rural Mid Wales Abstract: The central question addressed is whether the services supplied by rural accountants and solicitors are appropriate for the needs of manufacturers in rural mid Wales and, if not, whether the rural location places manufacturers located there at a disadvantage. The research is based on face to face interviews with accountants and solicitors to identify typical services supplied. Banks are included to consider alternative sources of financial advice. Services are contrasted with specialist services provided by urban practices (relatively inaccessible to rural firms). Interviews are also conducted with manufacturing firms to establish their use o j and satisfaction with, suppliers. Contrasts are drawn with satisfaction levels recorded by firms with closer access to specialist suppliers. The research indicates that very small firms make greatest use of local services and are therefore at greater risk if there is a shortfall in the quality or quantity offinancial or legal advisory capacity available in rural Mid Wales. Journal: The Service Industries Journal Pages: 669-689 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000040 File-URL: http://hdl.handle.net/10.1080/02642069700000040 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:669-689 Template-Type: ReDIF-Article 1.0 Author-Name: Simon Pemberton Author-X-Name-First: Simon Author-X-Name-Last: Pemberton Title: Book Reviews Journal: The Service Industries Journal Pages: 690-691 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000041 File-URL: http://hdl.handle.net/10.1080/02642069700000041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:690-691 Template-Type: ReDIF-Article 1.0 Author-Name: Alex Hughes Author-X-Name-First: Alex Author-X-Name-Last: Hughes Title: Book Reviews Journal: The Service Industries Journal Pages: 692-693 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000042 File-URL: http://hdl.handle.net/10.1080/02642069700000042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:692-693 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur Ingram Author-X-Name-First: Arthur Author-X-Name-Last: Ingram Title: Book Reviews Journal: The Service Industries Journal Pages: 693-694 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000043 File-URL: http://hdl.handle.net/10.1080/02642069700000043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:693-694 Template-Type: ReDIF-Article 1.0 Author-Name: Roy C. Wood Author-X-Name-First: Roy C. Author-X-Name-Last: Wood Title: Book Reviews Journal: The Service Industries Journal Pages: 694-696 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000044 File-URL: http://hdl.handle.net/10.1080/02642069700000044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:694-696 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Author-Name: JONATHAN TURTON Author-X-Name-First: JONATHAN Author-X-Name-Last: TURTON Title: Book Reviews Journal: The Service Industries Journal Pages: 696-698 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000045 File-URL: http://hdl.handle.net/10.1080/02642069700000045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:696-698 Template-Type: ReDIF-Article 1.0 Author-Name: Roy C. Wood Author-X-Name-First: Roy C. Author-X-Name-Last: Wood Title: Book Reviews Journal: The Service Industries Journal Pages: 698-700 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000046 File-URL: http://hdl.handle.net/10.1080/02642069700000046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:698-700 Template-Type: ReDIF-Article 1.0 Author-Name: Rosemary Lucas Author-X-Name-First: Rosemary Author-X-Name-Last: Lucas Title: Book Reviews Journal: The Service Industries Journal Pages: 700-702 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000047 File-URL: http://hdl.handle.net/10.1080/02642069700000047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:700-702 Template-Type: ReDIF-Article 1.0 Author-Name: Douglas G. Carrie Author-X-Name-First: Douglas G. Author-X-Name-Last: Carrie Title: Book Reviews Journal: The Service Industries Journal Pages: 702-704 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000048 File-URL: http://hdl.handle.net/10.1080/02642069700000048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:702-704 Template-Type: ReDIF-Article 1.0 Author-Name: David Weaver Author-X-Name-First: David Author-X-Name-Last: Weaver Title: Book Reviews Journal: The Service Industries Journal Pages: 704-705 Issue: 4 Volume: 17 Year: 1997 Month: 10 X-DOI: 10.1080/02642069700000049 File-URL: http://hdl.handle.net/10.1080/02642069700000049 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:17:y:1997:i:4:p:704-705 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Phillips Author-X-Name-First: Paul Author-X-Name-Last: Phillips Author-Name: Kwaku Appiah-Adu Author-X-Name-First: Kwaku Author-X-Name-Last: Appiah-Adu Title: Benchmarking to Improve the Strategic Planning Process in the Hotel Sector Abstract: Gaining the knowledge of a firm's relative position in key qualitative processes should be an essential objective of the strategic planning process. This article shows how the managerial technique of benchmarking can be used to go beyond traditional quantitative analysis and penetrate underlying qualitative processes. Benchmarking is used to assess the quality of four key strategic planning design parameters (formality, participation, sophistication and thoroughness) among 63 hotel units representing eight UK hotel groups. Results indicate that there is a significant gap between the quality of current planning processes with theoretical best practice. Journal: The Service Industries Journal Pages: 1-17 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000001 File-URL: http://hdl.handle.net/10.1080/02642069800000001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:1-17 Template-Type: ReDIF-Article 1.0 Author-Name: Timothy Clark Author-X-Name-First: Timothy Author-X-Name-Last: Clark Author-Name: GRAEME SALAMAN Author-X-Name-First: GRAEME Author-X-Name-Last: SALAMAN Title: Creating the ‘Right’ Impression: Towards a Dramaturgy of Management Consultancy Abstract: This article aclopts a novel approach by examining the activities of management consultants in terms of the dramaturgical metaphor: This is a useful frameWork within which to illuminate their activities since a number of service characteristics combine to create a context within which the key task of management consultants is to convince clients of their quality and value. Impression management is therefore a core feature of consultancy work. In this sense management consultants are viewed as systems of persuasion creating compelling images which persuade clients of their quality and worth. This argument is illustrated with reference to the activities of executive search consultants. Journal: The Service Industries Journal Pages: 18-38 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000002 File-URL: http://hdl.handle.net/10.1080/02642069800000002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:18-38 Template-Type: ReDIF-Article 1.0 Author-Name: Philip Hardwick Author-X-Name-First: Philip Author-X-Name-Last: Hardwick Author-Name: Wen Dou Author-X-Name-First: Wen Author-X-Name-Last: Dou Title: The Competitiveness of EU Insurance Industries Journal: The Service Industries Journal Pages: 39-53 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000003 File-URL: http://hdl.handle.net/10.1080/02642069800000003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:39-53 Template-Type: ReDIF-Article 1.0 Author-Name: Antonia Sinden Author-X-Name-First: Antonia Author-X-Name-Last: Sinden Title: Employment Decline in the UK Architecture and Surveying Sectors Abstract: This article exantities aspects of recent enlploynlent decline in the UK architectitre and surveying sectors, using nlarerial fionl an in-depth survey of 50 firms. The ncrture t z d causes of job losses and associated etnplopent restructuring in these sectors are discussed. Contparisons of the experience of enlplojnlent decline behveerl smaller crnd larger professional property services firms, and behveen architecture crtid .sifrveying firms, are made. Explanatiotu for recent employnlent decline ancf resrrilcturing in UK architectirre and sirveying it include the severe impact of the 1990--92 recession or1 the cost strilctiorz industry, and the changing nature of the nlnrket for professiotional property services. Journal: The Service Industries Journal Pages: 54-71 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000004 File-URL: http://hdl.handle.net/10.1080/02642069800000004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:54-71 Template-Type: ReDIF-Article 1.0 Author-Name: Dave Webb Author-X-Name-First: Dave Author-X-Name-Last: Webb Title: Segmenting Police ‘Customers’ on the Basis of their Service Quality Expectations Abstract: Customer expectations form the standards against which organisation performance is often assessed. Additionally, knowledge relating to customer expectations provides information concerning the differentiated performance requirements of heterogeneous customer groups. Relatively few studies have explored the segmentation potential of ‘customer expectations, und to the best of this author. knowledge, none of these has addressed the issue it1 the non-profit sector. This study addresses this need by investigating the extent to which demographics constitute expectation segmentation criteria in the context of the police service. Both the desired and predictive expectation standards are considered. Managerial arid research implications are given. Journal: The Service Industries Journal Pages: 72-100 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000005 File-URL: http://hdl.handle.net/10.1080/02642069800000005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:72-100 Template-Type: ReDIF-Article 1.0 Author-Name: Robert Johnston Author-X-Name-First: Robert Author-X-Name-Last: Johnston Author-Name: JANELLE HEINEKE Author-X-Name-First: JANELLE Author-X-Name-Last: HEINEKE Title: Exploring the Relationship between Perception and Performance: Priorities for Action Abstract: This article brings together several empirically based works on service quality. Its purpose is to derive a set of quality functions to help managers and academics understand and explore the relationship between service performance and customer perceptions of that service performance. It is suggested that managers need to assess the quality functions associated with four types of quality factors to help them identify priorities for action and gain the best perceived outcome from their quality improvement activities. Some techniques which can help identify the various types of factors are discussed. Journal: The Service Industries Journal Pages: 101-112 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000006 File-URL: http://hdl.handle.net/10.1080/02642069800000006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:101-112 Template-Type: ReDIF-Article 1.0 Author-Name: Patricia L. Rees Author-X-Name-First: Patricia L. Author-X-Name-Last: Rees Title: Marketing in the UK and US Not-for-Profit Sector: The Import Mirror View Abstract: This article explores the US and UK literature on not-for-profit (NFP) marketing. The emphasis is on journal articles that have appeared in the area. The purpose of the review is to discover if their are any lessons that can be learnt from the US situation in order to gain a greater understanding of the UK NFP marketing. This is in the tradition of the ‘import mirror’ view of comparative research. The environment within which NFP marketing takes place is discussed. This is followed by a review which looks at journal types, research areas, type and quality of research and issues arising from the application of NFP marketing in the US and UK The review reveals that there is considerably more literature on NFP marketing in the US. Popular subjects are segmentation and health care. The UK literature is still largely concerned with the appropriateness and applicability of marketing in the NFP sector: The lesson taking is that the UK should not go down the US path but rather a) develop suitable courses for NFP managers and b) explore the use of the newer service concepts of relationship, service quality and internal marketing. Journal: The Service Industries Journal Pages: 113-131 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000007 File-URL: http://hdl.handle.net/10.1080/02642069800000007 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:113-131 Template-Type: ReDIF-Article 1.0 Author-Name: Alison Morrison Author-X-Name-First: Alison Author-X-Name-Last: Morrison Title: Small Firm Statistics: A Hotel Sector Focus Abstract: This article contrasts and compares statistics from the UK small firm sector in general with those related to small firms within the hotel industry. In doing so, it is clearly illustrated that there is a need to focus research, resultant policy and strategy on the specific issues facing small firms at a sub-sector level, rather than assuming a homogeneity of the small firm population in general. The paper concludes that the plight of the small firm operating within the hotel industry is dire and questions what the future holds. Journal: The Service Industries Journal Pages: 132-142 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000008 File-URL: http://hdl.handle.net/10.1080/02642069800000008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:132-142 Template-Type: ReDIF-Article 1.0 Author-Name: G.P. Caselli Author-X-Name-First: G.P. Author-X-Name-Last: Caselli Author-Name: S CURATOLO Author-X-Name-First: S Author-X-Name-Last: CURATOLO Title: A Note about the Relationship among Transaction Costs, Institutions and Productivity Growth Abstract: In order to test the Fuess and van den Berg [I9921 hypothesis on the influence of the increasing transactions sector's costs on the total factor productivity growth rate, the authors perform calculations and estimates of the Solow'S residual for both the total GNP and the non-transactions GNP on Italian data covering the period 1951-89. The results suggest that, as regards the Italian economy, the difference between total and non-transactions productivity growth rate (effect of institutions on material production), rather than having a constant positive sign, as in the findings of Fuess and van den Berg, alternates between negative and positive sign. Journal: The Service Industries Journal Pages: 143-153 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000009 File-URL: http://hdl.handle.net/10.1080/02642069800000009 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:143-153 Template-Type: ReDIF-Article 1.0 Author-Name: Seth Armitage Author-X-Name-First: Seth Author-X-Name-Last: Armitage Title: Book Reviews Journal: The Service Industries Journal Pages: 154-155 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000010 File-URL: http://hdl.handle.net/10.1080/02642069800000010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:154-154 Template-Type: ReDIF-Article 1.0 Author-Name: Philip Crang Author-X-Name-First: Philip Author-X-Name-Last: Crang Title: Book Reviews Journal: The Service Industries Journal Pages: 154-155 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000011 File-URL: http://hdl.handle.net/10.1080/02642069800000011 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:155-155 Template-Type: ReDIF-Article 1.0 Author-Name: Mary Ann Boose Author-X-Name-First: Mary Ann Author-X-Name-Last: Boose Title: Book Reviews Journal: The Service Industries Journal Pages: 157-158 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000012 File-URL: http://hdl.handle.net/10.1080/02642069800000012 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:157-158 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Colgate Author-X-Name-First: Mark Author-X-Name-Last: Colgate Title: Book Reviews Journal: The Service Industries Journal Pages: 159-161 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000013 File-URL: http://hdl.handle.net/10.1080/02642069800000013 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:159-161 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Book Reviews Journal: The Service Industries Journal Pages: 161-162 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000014 File-URL: http://hdl.handle.net/10.1080/02642069800000014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:161-162 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Book Reviews Journal: The Service Industries Journal Pages: 162-162 Issue: 1 Volume: 18 Year: 1998 Month: 1 X-DOI: 10.1080/02642069800000015 File-URL: http://hdl.handle.net/10.1080/02642069800000015 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:1:p:162-162 Template-Type: ReDIF-Article 1.0 Author-Name: Jean Gadrey Author-X-Name-First: Jean Author-X-Name-Last: Gadrey Author-Name: Faïz Gallouj Author-X-Name-First: Faïz Author-X-Name-Last: Gallouj Title: The Provider-Customer Interface in Business and Professional Services Abstract: On the basis of several nationalandinternational studies in thefield of business and professional services the aim of this paperistoreconsider the core question of provider-customer interface. It first shows that the question of the relationships between internal and external business services may not only be posed in terms of substitution but also in terms of complementarity and interaction. It then analyses the interface as a ‘moment of truth’(i.e. as a process of interaction, as a form of organisation, and as part of both the client's and the consultant's value chain) a ‘moment of trust’ (based upon various modes of interaction and various logics of interface) and a moment of thrust (thanks to innovation). Journal: The Service Industries Journal Pages: 01-15 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000016 File-URL: http://hdl.handle.net/10.1080/02642069800000016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:01-15 Template-Type: ReDIF-Article 1.0 Author-Name: Sylvie Llosa Author-X-Name-First: Sylvie Author-X-Name-Last: Llosa Author-Name: Jean-Louis Chandon Author-X-Name-First: Jean-Louis Author-X-Name-Last: Chandon Author-Name: Chiara Orsingher Author-X-Name-First: Chiara Author-X-Name-Last: Orsingher Title: An Empirical Study of Servqual's Dimensionality Abstract: This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality of the scale. Do the 22 items of the SERVQUAL scale clearly evoke, in the clients’ mind, the five Service Quality dimensions defined by Parasuraman et al. [1988]? An empirical study shows that one dimension, ‘Tangibles’, is clearly perceived followed by ‘Empathy’. The three other dimensions, ‘Reliability’, ‘Insurance’ and ‘Responsiveness ', are confused in the client's mind. Journal: The Service Industries Journal Pages: 16-44 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000017 File-URL: http://hdl.handle.net/10.1080/02642069800000017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:16-44 Template-Type: ReDIF-Article 1.0 Author-Name: Maureen Meadows Author-X-Name-First: Maureen Author-X-Name-Last: Meadows Author-Name: SALLY DIBB Author-X-Name-First: SALLY Author-X-Name-Last: DIBB Title: Implementing Market Segmentation Strategies in UK Personal Financial Services: Problems and Progress Abstract: Most academic research into segmentation in the financial services industry has focused on alternative analytical approaches and base variables; relatively little attention has been paid to implementation issues, despite managementS concerns about the practicality and usefulness of segmentation. Some significant barriers to effective implementation of segmentation have been encountered by major financial services firms. This paper reviews these barriers, and finds that weaknesses in customer data, and the importance of a good fit with the company'S distribution channels, can limit the range of segmentation approaches that a company can adopt, while the organisational context, structure and strategic positioning canfail to support effective segmentation. The paper also considers some of the newer entrants to the financial services industry, and finds that they are making progress in all of these areas. Journal: The Service Industries Journal Pages: 45-63 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000018 File-URL: http://hdl.handle.net/10.1080/02642069800000018 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:45-63 Template-Type: ReDIF-Article 1.0 Author-Name: Barbara R. Lewis Author-X-Name-First: Barbara R. Author-X-Name-Last: Lewis Author-Name: GARD O.S. GABRIELSEN Author-X-Name-First: GARD O.S. Author-X-Name-Last: GABRIELSEN Title: Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective Abstract: The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured. Journal: The Service Industries Journal Pages: 64-89 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000019 File-URL: http://hdl.handle.net/10.1080/02642069800000019 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:64-89 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Howcroft Author-X-Name-First: Barry Author-X-Name-Last: Howcroft Author-Name: SABAH FADHLEY Author-X-Name-First: SABAH Author-X-Name-Last: FADHLEY Title: Project Finance: A Credit Strategy Based on Contractual Linkages Abstract: The paper argues that the existing literature on project finance almost exclusively describes it either in terms of the narrow principles of ‘non-recourse’ and ‘off-balance sheet’ finance, or in terms of the unbounded sources of finance ,for industrial investment. As a consequence, definitions and explanations of project finance have tended to be too generalised and in many respects contradictory depending upon the author's perspective or the financial structure of he project in question. In attempting to redress this situation, the paper utilises a case study approach and an empirical survey to derive a better understanding of project finance which explains it in terms of a risk strategy which reconciles the potentially conflicting objectives of borrowers and lenders by utilising the so-called ‘community of interests’ which exists in the commercial and industrial linkages between the various parries involved in a project. Journal: The Service Industries Journal Pages: 90-111 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000020 File-URL: http://hdl.handle.net/10.1080/02642069800000020 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:90-111 Template-Type: ReDIF-Article 1.0 Author-Name: Andrew Chan Author-X-Name-First: Andrew Author-X-Name-Last: Chan Author-Name: FRANK M. GO Author-X-Name-First: FRANK M. Author-X-Name-Last: GO Author-Name: RAY PINE Author-X-Name-First: RAY Author-X-Name-Last: PINE Title: Service Innovation in Hong Kong: Attitudes and Practice Abstract: This research explores management's attitudes towards innovation in Hong Kong's service firms and the extent to which service firms are committed to the general practice of managing service innovation. The growth in the scale and importance of the service sector in Hong Kong together with the limited analysis of innovation in the service industries, provide a prime justification for this study. Data were examined from four service groups: retail/wholesale, financial services, hotel/restaurant, and tourism. The findings suggest that although the majority of service organisations in Hong Kong are engaged in some type of innovation, they do not have any established system to control the process. In general, managers seem to confine their development to incremental or distinctive innovations and do not attempt to develop breakthrough innovations. Journal: The Service Industries Journal Pages: 112-124 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000021 File-URL: http://hdl.handle.net/10.1080/02642069800000021 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:112-124 Template-Type: ReDIF-Article 1.0 Author-Name: Colin Drury Author-X-Name-First: Colin Author-X-Name-Last: Drury Title: Management Accounting Information Systems in UK Building Societies Abstract: A significant feature of the UK economy over the past decade hasbeen the growth in the financial services sector: Little has been written on the nature and content of accounting information systems in the financial services sector: To remedy, this deficiency a postal survey and interviews were undertaken to provide information on the nature and scope of management accounting information systems within UK building societies. This paper reports on the survey and interview findings relating to the role of branch and product profitability analysis for making strategic decisions, the evaluation of branch managerial performance, transfer pricing, budgeting and the monitoring of competitor performance. Journal: The Service Industries Journal Pages: 125-143 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000022 File-URL: http://hdl.handle.net/10.1080/02642069800000022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:125-143 Template-Type: ReDIF-Article 1.0 Author-Name: Ogenyi Ejye Omar Author-X-Name-First: Ogenyi Ejye Author-X-Name-Last: Omar Title: Franchising Agreements in New Car Retailing: An Empirical Investigation Abstract: The retail distribution of new cars in the UK is controlled by a system of franchised dealerships. The relationship between the dealers and the manufacturer represents an individually agreed contract for selling new vehicles through the manufacturer'S selected dealers. Meanwhile, the number of franchised dealerships is in decline due to weak trading conditions in the UK new car market. This means that dealers have to compete for a reduced volume of new cars. This research paper empirically tests five hypotheses about the effects of incentive payments and management control on brand investment, retail level of service, and monitoring frequency of the dealer's business.It was found that high financial reward to the dealerships resulted in higher investment level in retail services. Management control costpositively affects monitoring frequency, and monitoring costs negatively affect service levels. It finds strong empirical support for the hypothesis that management control costs inversely affect manufacturer's monitoring frequency of the dealer's business. The paper analytically extended previous knowledge in management control cost relevant to new car retailing in the United Kingdom. Journal: The Service Industries Journal Pages: 144-160 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000023 File-URL: http://hdl.handle.net/10.1080/02642069800000023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:144-160 Template-Type: ReDIF-Article 1.0 Author-Name: Howard Jarman Author-X-Name-First: Howard Author-X-Name-Last: Jarman Title: Building Societies: Some Suggestions for Reform Abstract: The author conducted two surveys of building societies and consumers. The former linked supervisory techniques to the objectives of regulation and used the regime method, a methodology possibly relevant for other regulated industries. Some suggested reforms were devised including one supervisory agency for banks and building societies, the retention of mutuality (leading to mutual banks), a simplification of the capital adequacy rules, a lender of last resort, a minimum cash requirement, a rise in the wholesale limit to 50 per cent, more spot checks and an increase in the level of investor protection. Journal: The Service Industries Journal Pages: 161-176 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000024 File-URL: http://hdl.handle.net/10.1080/02642069800000024 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:161-176 Template-Type: ReDIF-Article 1.0 Author-Name: Jonatham V Beaverstock Author-X-Name-First: Jonatham V Author-X-Name-Last: Beaverstock Title: Book Reviews Journal: The Service Industries Journal Pages: 177-182 Issue: 2 Volume: 18 Year: 1998 Month: 4 X-DOI: 10.1080/02642069800000025 File-URL: http://hdl.handle.net/10.1080/02642069800000025 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:177-182 Template-Type: ReDIF-Article 1.0 Author-Name: Hogg Gillion Author-X-Name-First: Hogg Author-X-Name-Last: Gillion Author-Name: Gabbott Mark Author-X-Name-First: Gabbott Author-X-Name-Last: Mark Title: Introduction Journal: The Service Industries Journal Pages: 1-133 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000028 File-URL: http://hdl.handle.net/10.1080/02642069800000028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:1-133 Template-Type: ReDIF-Article 1.0 Author-Name: Kathleen Mortimer Author-X-Name-First: Kathleen Author-X-Name-Last: Mortimer Author-Name: Brian P. Mathews Author-X-Name-First: Brian P. Author-X-Name-Last: Mathews Author-Name: Kathleen Mortimer Author-X-Name-First: Kathleen Author-X-Name-Last: Mortimer Title: The Advertising of Services: Consumer Views v. Normative Guidelines Journal: The Service Industries Journal Pages: 14-19 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000029 File-URL: http://hdl.handle.net/10.1080/02642069800000029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:14-19 Template-Type: ReDIF-Article 1.0 Author-Name: Anugus w. Laing Author-X-Name-First: Anugus w. Author-X-Name-Last: Laing Author-Name: Seonaidh Cotton Author-X-Name-First: Seonaidh Author-X-Name-Last: Cotton Author-Name: Rita Joshi Author-X-Name-First: Rita Author-X-Name-Last: Joshi Author-Name: Gordaon Mornach Author-X-Name-First: Gordaon Author-X-Name-Last: Mornach Author-Name: Mc kee Lorna Author-X-Name-First: Mc kee Author-X-Name-Last: Lorna Title: The Buying Centre: Patterns of Structure and Interaction in Primary Health Care Journal: The Service Industries Journal Pages: 20-37 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000030 File-URL: http://hdl.handle.net/10.1080/02642069800000030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:20-37 Template-Type: ReDIF-Article 1.0 Author-Name: Gregory Elliott Author-X-Name-First: Gregory Author-X-Name-Last: Elliott Author-Name: WILLIAM GLYNN Author-X-Name-First: WILLIAM Author-X-Name-Last: GLYNN Title: Segmenting Financial Services Markets for Customer Relationships: A Portfolio-Based Approach Journal: The Service Industries Journal Pages: 38-54 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000031 File-URL: http://hdl.handle.net/10.1080/02642069800000031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:38-54 Template-Type: ReDIF-Article 1.0 Author-Name: Susan Hart Author-X-Name-First: Susan Author-X-Name-Last: Hart Author-Name: GILLIAN HOGG Author-X-Name-First: GILLIAN Author-X-Name-Last: HOGG Title: Relationship Marketing in Corporate Legal Services Journal: The Service Industries Journal Pages: 55-69 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000032 File-URL: http://hdl.handle.net/10.1080/02642069800000032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:55-69 Template-Type: ReDIF-Article 1.0 Author-Name: Katherine Tyler Author-X-Name-First: Katherine Author-X-Name-Last: Tyler Author-Name: DAVID McGIRR Author-X-Name-First: DAVID Author-X-Name-Last: McGIRR Author-Name: EDMUND STANLEY Author-X-Name-First: EDMUND Author-X-Name-Last: STANLEY Title: Contextualising: Technology, Relationships and Time in a Financial Services Virtual Organisation Journal: The Service Industries Journal Pages: 70-89 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000033 File-URL: http://hdl.handle.net/10.1080/02642069800000033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:70-89 Template-Type: ReDIF-Article 1.0 Author-Name: Eric J Arnould Author-X-Name-First: Eric J Author-X-Name-Last: Arnould Author-Name: LINDA L PRICE Author-X-Name-First: LINDA L Author-X-Name-Last: PRICE Author-Name: PATRICK TIERNEY Author-X-Name-First: PATRICK Author-X-Name-Last: TIERNEY Title: Communicative Staging of the Wilderness Servicescape Journal: The Service Industries Journal Pages: 90-115 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000034 File-URL: http://hdl.handle.net/10.1080/02642069800000034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:90-115 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen J Grove Author-X-Name-First: Stephen J Author-X-Name-Last: Grove Author-Name: RAYMOND P FISK Author-X-Name-First: RAYMOND P Author-X-Name-Last: FISK Author-Name: MICHAEL J DORSCH Author-X-Name-First: MICHAEL J Author-X-Name-Last: DORSCH Title: Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination Journal: The Service Industries Journal Pages: 116-134 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000035 File-URL: http://hdl.handle.net/10.1080/02642069800000035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:116-134 Template-Type: ReDIF-Article 1.0 Author-Name: Helen Bussel Author-X-Name-First: Helen Author-X-Name-Last: Bussel Title: Parental Choice of Primary School: An Application of Q-Methodology Journal: The Service Industries Journal Pages: 135-147 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000036 File-URL: http://hdl.handle.net/10.1080/02642069800000036 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:135-147 Template-Type: ReDIF-Article 1.0 Author-Name: Alan M. Wilson Author-X-Name-First: Alan M. Author-X-Name-Last: Wilson Title: The Use of Mystery Shopping in the Measurement of Service Delivery Journal: The Service Industries Journal Pages: 148-163 Issue: 3 Volume: 18 Year: 1998 Month: 7 X-DOI: 10.1080/02642069800000037 File-URL: http://hdl.handle.net/10.1080/02642069800000037 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:148-163 Template-Type: ReDIF-Article 1.0 Author-Name: Kenneth J Klassen Author-X-Name-First: Kenneth J Author-X-Name-Last: Klassen Author-Name: Randolph M Russell Author-X-Name-First: Randolph M Author-X-Name-Last: Russell Author-Name: James J Chrisman Author-X-Name-First: James J Author-X-Name-Last: Chrisman Title: Efficiency and Productivity Measures for High Contact Services Abstract: Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance. Journal: The Service Industries Journal Pages: 1-18 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000038 File-URL: http://hdl.handle.net/10.1080/02642069800000038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Lloyd C. Harris Author-X-Name-First: Lloyd C. Author-X-Name-Last: Harris Author-Name: Nigel F. Piercy Author-X-Name-First: Nigel F. Author-X-Name-Last: Piercy Title: Barriers to Marketing Development in the Barristers’ Profession Abstract: This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing. Journal: The Service Industries Journal Pages: 19-37 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000039 File-URL: http://hdl.handle.net/10.1080/02642069800000039 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:19-37 Template-Type: ReDIF-Article 1.0 Author-Name: Tak-Kee Hui Author-X-Name-First: Tak-Kee Author-X-Name-Last: Hui Author-Name: Chi-Ching Yuen Author-X-Name-First: Chi-Ching Author-X-Name-Last: Yuen Title: An Econometric Study on Japanese Tourist Arrivals in British Columbia and its Implications Abstract: This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing. Journal: The Service Industries Journal Pages: 38-50 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000040 File-URL: http://hdl.handle.net/10.1080/02642069800000040 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:38-50 Template-Type: ReDIF-Article 1.0 Author-Name: Graham Foster Author-X-Name-First: Graham Author-X-Name-Last: Foster Author-Name: Karin Newman Author-X-Name-First: Karin Author-X-Name-Last: Newman Title: What is Service Quality When ‘Service’ Equals Regulation? Abstract: A econometric model was developed to study Japanese tourist arrivals in British Columbia. Based on quarterly tourist arrival statistics, this study also examined the stability of the parameters of the model over nine holding periods. It was found that the income and habit variables were significant in all the nine holding periods while the exchange rate variable only contributed to the explanation of the dependent variable in two particular periods. The study also found that the number of Japanese tourists has reached full capacity in the summer season, but there is still potential for growth in the winter season. Implications of the findings to the development of the Japanese tourists market in British Columbia were discussed. Journal: The Service Industries Journal Pages: 51-65 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000041 File-URL: http://hdl.handle.net/10.1080/02642069800000041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:51-65 Template-Type: ReDIF-Article 1.0 Author-Name: Paul A. Dion Author-X-Name-First: Paul Author-X-Name-Last: A. Dion Author-Name: Rajshekhar Javalgi Author-X-Name-First: Rajshekhar Author-X-Name-Last: Javalgi Author-Name: Janet Dilorenzo-Aiss Author-X-Name-First: Janet Author-X-Name-Last: Dilorenzo-Aiss Title: An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model Abstract: The study empirically evaluated the Zeithaml et al. model of service expectations. Data on. service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions. Journal: The Service Industries Journal Pages: 66-86 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000042 File-URL: http://hdl.handle.net/10.1080/02642069800000042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:66-86 Template-Type: ReDIF-Article 1.0 Author-Name: Edward P.M. Gardener Author-X-Name-First: Edward Author-X-Name-Last: P.M. Gardener Author-Name: Phil Molyneux Author-X-Name-First: Phil Author-X-Name-Last: Molyneux Author-Name: Barry Moore Author-X-Name-First: Barry Author-X-Name-Last: Moore Title: The Strategic Implications of EMU for European Banking Abstract: This paper reviews the broad impact of the European SMP (Single Market Programme) and approach of EMU (European Monetary Union) on European bank strategies. Select but key aspects of the competitive strategies that banks might pursue in this ‘New Europe’ are then considered. Within this review; the key strategic question is explored whether banks necessarily have to be bigger in order to be more efficient and even ultimately to survive in a post-EMU world. It is argued thut efficiency considerations should dominnte over size per se. The strategic perspective that will be developed is to view EMU as the next stage on from the present SMF! This perspective avoids the mistake of visuulising any kind of EMU as likely to precipitate dramatic ‘breaks’ in the present strategic development of European banking. Since the SMP is well advanced, we already have some experience of the strategic reactions of banks towards a single European banking market; this provides a useful indicator of at least some of the broader bank strategic reactions that might be expected to EMU. Journal: The Service Industries Journal Pages: 87-108 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000043 File-URL: http://hdl.handle.net/10.1080/02642069800000043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:87-108 Template-Type: ReDIF-Article 1.0 Author-Name: Simper Richard Author-X-Name-First: Simper Author-X-Name-Last: Richard Title: Economies of Cost in the UK Building Society Industry Abstract: In recent years the UK building society industry has seen increases in the competitive nature of financial services,especially from other non mutual intermediaries. The decreasein the availability of retail deposits, a traditional source of fundsfor building societies, has led many to consider. merging operations. It is the aim of this paper to determine whether there were eficiencies in merging by considering economies of costs in the industry. We discuss the averuge cost structure of the industry and estimate a cost equation that has no a prior theory regarding the underlying cost structure of societies. This equation allows a comparison with previous research of the industry that have followed specific modelling methodo1ogies. Journal: The Service Industries Journal Pages: 109-125 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000044 File-URL: http://hdl.handle.net/10.1080/02642069800000044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:109-125 Template-Type: ReDIF-Article 1.0 Author-Name: Doherty Liz Author-X-Name-First: Doherty Author-X-Name-Last: Liz Author-Name: Stead Lindsay Author-X-Name-First: Stead Author-X-Name-Last: Lindsay Title: The Gap between Male and Female Pay: What Does the Case of Hotel and Catering Tell Us? Abstract: This article discusses the gap between men's and women's pay with particular reference to the hotel and catering industry. The general causes of pay inequality are reviewed and their relevance to hotel and catering assessed. The general conclusion is that the dismantling of the Wages Councils, the fragmentation of pay structures and the contracting out of Catering services are all likely to cause a deterioration in Women's pay relative to men's. Furthermore, the gap between the average pay of men and women is likely lo compare even less , favourably in the ,future. The effect of this deterioration may be masked if increasing numbers of men are forced to compete with women for low paid jobs in service industries. Journal: The Service Industries Journal Pages: 126-144 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000045 File-URL: http://hdl.handle.net/10.1080/02642069800000045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:126-144 Template-Type: ReDIF-Article 1.0 Author-Name: Noel O'Sullivan Author-X-Name-First: Noel Author-X-Name-Last: O'Sullivan Title: Ownership and Governance in the Insurance Industry: A Review of the Theory and Evidence Abstract: The objective of this paper is to review the coexistence of mutual and proprietary insurance companies from a corporate governance perspective.The paper begins by reviewing the theoretical justification for the existence of mutual and proprietary companies in the insurance industry. The paper then examines the empirical evidence on insurance company performance and seeks to identify whether organisational structure influences managerial behaviour. Finally, the paper analyses the impactof insurance conversions (i.e. mutualisation and demutualisation) on the welfare of po1icyholders,shareholders and managers in order to identify whether the conversion process is motivated by efficiency or expropriation objectives. Journal: The Service Industries Journal Pages: 145-161 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000046 File-URL: http://hdl.handle.net/10.1080/02642069800000046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:145-161 Template-Type: ReDIF-Article 1.0 Author-Name: Faye S. Mcintyre Author-X-Name-First: Faye S. Author-X-Name-Last: Mcintyre Title: Book Reviews Journal: The Service Industries Journal Pages: 162-162 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000047 File-URL: http://hdl.handle.net/10.1080/02642069800000047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:162-162 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Sherrard Author-X-Name-First: Michael Author-X-Name-Last: Sherrard Title: Book Reviews Journal: The Service Industries Journal Pages: 163-164 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000048 File-URL: http://hdl.handle.net/10.1080/02642069800000048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:163-164 Template-Type: ReDIF-Article 1.0 Author-Name: John Guthrie Author-X-Name-First: John Author-X-Name-Last: Guthrie Title: Book Reviews Journal: The Service Industries Journal Pages: 165-166 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000049 File-URL: http://hdl.handle.net/10.1080/02642069800000049 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:165-166 Template-Type: ReDIF-Article 1.0 Author-Name: Philippa A. Lowe Author-X-Name-First: Philippa A. Author-X-Name-Last: Lowe Title: Book Reviews Journal: The Service Industries Journal Pages: 166-168 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000050 File-URL: http://hdl.handle.net/10.1080/02642069800000050 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:166-168 Template-Type: ReDIF-Article 1.0 Author-Name: Jonathan V. Beaverstock Author-X-Name-First: Jonathan V. Author-X-Name-Last: Beaverstock Title: Book Reviews Journal: The Service Industries Journal Pages: 168-170 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000051 File-URL: http://hdl.handle.net/10.1080/02642069800000051 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:168-170 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Mcguinness Author-X-Name-First: Mark Author-X-Name-Last: Mcguinness Title: Book Reviews Journal: The Service Industries Journal Pages: 170-171 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000052 File-URL: http://hdl.handle.net/10.1080/02642069800000052 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:170-171 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Title: Book Reviews Journal: The Service Industries Journal Pages: 172-173 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000053 File-URL: http://hdl.handle.net/10.1080/02642069800000053 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:172-173 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur Ingram Author-X-Name-First: Arthur Author-X-Name-Last: Ingram Title: Book Reviews Journal: The Service Industries Journal Pages: 173-174 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000054 File-URL: http://hdl.handle.net/10.1080/02642069800000054 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:173-174 Template-Type: ReDIF-Article 1.0 Author-Name: Bill Webster Author-X-Name-First: Bill Author-X-Name-Last: Webster Title: Book Reviews Journal: The Service Industries Journal Pages: 175-176 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000055 File-URL: http://hdl.handle.net/10.1080/02642069800000055 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:175-176 Template-Type: ReDIF-Article 1.0 Author-Name: Goldsmith Author-X-Name-First: Author-X-Name-Last: Goldsmith Title: Book Reviews Journal: The Service Industries Journal Pages: 176-177 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000056 File-URL: http://hdl.handle.net/10.1080/02642069800000056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:176-177 Template-Type: ReDIF-Article 1.0 Author-Name: Kirk Wakefield Author-X-Name-First: Kirk Author-X-Name-Last: Wakefield Title: Book Reviews Journal: The Service Industries Journal Pages: 177-178 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000057 File-URL: http://hdl.handle.net/10.1080/02642069800000057 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:177-178 Template-Type: ReDIF-Article 1.0 Author-Name: Kirk Wakefield Author-X-Name-First: Kirk Author-X-Name-Last: Wakefield Title: Book Reviews Journal: The Service Industries Journal Pages: 178-179 Issue: 4 Volume: 18 Year: 1998 Month: 10 X-DOI: 10.1080/02642069800000058 File-URL: http://hdl.handle.net/10.1080/02642069800000058 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:178-179 Template-Type: ReDIF-Article 1.0 Author-Name: Jacques De Bandt Author-X-Name-First: Jacques De Author-X-Name-Last: Bandt Title: The Concept of Labour and Competence Requirements in a Service Economy Abstract: This article is about the fundamental changes which economic systems are undergoing, upon entering the information age.Economic theory, built on the ‘industrial’ paradigm, is not adapted to the new realities of service relations or informational service activities. Because of the rapidly increasing importance of services, many parts of economic theory can be shown not to be relevant and, because of some essential differences, not to be adaptable. A new ‘information’ paradigm is needed, corresponding to the decisive character of ‘knowledge production’ in the creation of values and wealth. The article discusses at some length the new concept of labour; and some of the implications. Journal: The Service Industries Journal Pages: 1-17 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000001 File-URL: http://hdl.handle.net/10.1080/02642069900000001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:1-17 Template-Type: ReDIF-Article 1.0 Author-Name: Christian Du Tertre Author-X-Name-First: Christian Du Author-X-Name-Last: Tertre Title: Intangible and Interpersonal Services: Toward New Political Economy Tools. The French Case Abstract: The article stresses the place of ‘intangible and interpersonal’ services in French growth and employment. Major obstacles prevent the development of this class of'activities, based on the existence of a ‘service relationship’: the fact that supply and demand are not built separately, the need to assess and professionalise supply, and the adjustment o f working hours. Therefore, new tools in economics policies have to be experimented with. Industrial sectors are also increasingly being affected by the role of the service relationship. This highlights the importance of a new work pattern. Journal: The Service Industries Journal Pages: 18-34 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000002 File-URL: http://hdl.handle.net/10.1080/02642069900000002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:18-34 Template-Type: ReDIF-Article 1.0 Author-Name: William B. Beyers Author-X-Name-First: William B. Author-X-Name-Last: Beyers Author-Name: DAVID P. LINDAHL Author-X-Name-First: DAVID P. Author-X-Name-Last: LINDAHL Title: Workplace Flexibilities in the Producer Services Abstract: The concept of flexibility is now widely used in describing contemporary production systems in manufacturing, but has yet to be extensively measured in the producer services. In this article we explore several aspects of flexibility in a sample of producer service businesses. We document the structure of the labour force in these businesses, and how this labour force structure is changing over time. We also focus on the degree of flexibility in the organisation of the production process, and on the dynamic nature of the service being produced. In addition to exploring why firms are changing their offerings of services over time, we also present information on their utilisation of outside specialists, and on the prevalence of collaboration with other businesses. Journal: The Service Industries Journal Pages: 35-60 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000003 File-URL: http://hdl.handle.net/10.1080/02642069900000003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:35-60 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Sjøholt Author-X-Name-First: Peter Author-X-Name-Last: Sjøholt Title: Skills in Services. The Dynamics of Competence Requirement in Different Types of Advanced Producer Services. Some Evidence from Norway Abstract: In this article some light is shed on educational background and competence in advanced producer services on two analytical levels: ( 1 ) at the macro level, by cross-tabulating educational background of the work force in banking and finance and in consultancy activities and their location in the urban hierarchy in Norway at the 1990 Census; (2) at the micro level, by inquiring more minutely into the quality and qualifications of the work force, including upgrading of competence beyond formal educational background of employees. This is obtained through in-depth studies which are not necessarily representative. As expected, the macro level study disclosed a markedly higher educational level in consultancy as compared to banking and finance, but with less regional polarisation in the former than in the latter activity. The micro level inquiry, restricted to the consultancy sectoq showed continued upgrading of formal competence over time. Both internal and external measures are being used to upgrade the ability of staff by an increasing alliance building, networking and exchange, this practice being most widespread among the most specialised metropolitan firms. Journal: The Service Industries Journal Pages: 61-79 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000004 File-URL: http://hdl.handle.net/10.1080/02642069900000004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:61-79 Template-Type: ReDIF-Article 1.0 Author-Name: André Barcet Author-X-Name-First: André Author-X-Name-Last: Barcet Author-Name: JOËL BONAMY Author-X-Name-First: JOËL Author-X-Name-Last: BONAMY Title: Local Services: Conditions for the Development of the Market Abstract: Much hope has been laid in local services as a potential source of job creation and as a possible means of reintegration for those who have been excluded from the labour market. The relatively numerous experiments that have been developed in France, especially at a local level and with the support of the State, which has sought to make part of the potential demand viable, seem to have failed to meet up to these expectations, leaving an impression of half-success or half-failure. After defining the notion of local services, the article looks at the very conditions that govern the existence of a market for such services. It will endeavour to show, based on examples and typologies, that a new production model seems to be emerging and this in turn raises the question of the economic and social regulation of these services for which the local dimension has a fundamental role to play. Journal: The Service Industries Journal Pages: 80-95 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000005 File-URL: http://hdl.handle.net/10.1080/02642069900000005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:80-95 Template-Type: ReDIF-Article 1.0 Author-Name: R. Richardson Author-X-Name-First: R. Author-X-Name-Last: Richardson Author-Name: J. N. MARSHALL Author-X-Name-First: J. N. Author-X-Name-Last: MARSHALL Title: Teleservices, Call Centres and Urban and Regional Development Abstract: This article exarnres the char-crcter c.f cull centres, which ut-euttractirzg considerable interest among economic cleveloprnen agencies seeking to attract inward irzvestment. The paper examines the type of eniployment provided in call centres, their locational requirenzents ancl their wider- impact orz loccrl economies. It is argued that irlformation and communications technologies (ICTs) are allowitlg these telesewice firrns to develop in new locations, but that call centres remain constrained in their locational choices especially because ofthe uneven distributiori of labour: It is concluded that call centres providing teleservices contribute to local economic developmerzt, but the employnzent created on the whole terzcls to be of low quality. Few mancrgeriul, professional or teclznical jobs errs created in rnost call centres, and there crre few local spin-offs. Inrvard irvestment by these sorts of services in less-fnvoured areas displays many of !he drawbacks associated tvith trcrditionul inanfacturing inward investment. Journal: The Service Industries Journal Pages: 96-116 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000006 File-URL: http://hdl.handle.net/10.1080/02642069900000006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:96-116 Template-Type: ReDIF-Article 1.0 Author-Name: M. C. Monnoyer - Longé Author-X-Name-First: M. C. Author-X-Name-Last: Monnoyer - Longé Title: Servuction and Mobile Telephony Abstract: Because mobile telephony develops oral communication between a service provider and its customers and between the different employees in the firm, irrespective of the physical location of the actors, it makes the role of oral interaction in servuction more dynamic. Considered an innovation which necessarily undergoes an iterative process of integration, use of mobile telephony leads some service providers to challenge the shape of customer's participation in the process of servuction and the ways in which staff work. Journal: The Service Industries Journal Pages: 117-132 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000007 File-URL: http://hdl.handle.net/10.1080/02642069900000007 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:117-132 Template-Type: ReDIF-Article 1.0 Author-Name: P. N. O' Farrell Author-X-Name-First: P. N. Author-X-Name-Last: O' Farrell Author-Name: P. A. WOOD Author-X-Name-First: P. A. Author-X-Name-Last: WOOD Title: Formation of Strategic Alliances in Business Services: Towards a New Client-Oriented Conceptual Framework Abstract: Interjlrm collaboration has become an increasingly common organisational form in the pursuit of competitive advantage. Since most previous research has concentrated upon the manufacturing sector; we seek to redress this imbalance by considering business services. We review several theoretical frameworks, and argue that the static network theory literature fails to recognise that relations between partners and with the client are as crucial as the hybrid-environment interjiace and, therefore, cannot explain the emergence of hybrid organisational forms. Most fundamentally we argue that the client must be incorporated within the conceptual framework. Two stages of the evolution of the strategic alliance (SA)-client relationship are important: (i) formation and (ii) subsequent development. The key decision for the firms in the SA is how to enter into joint production with the client. The peflormance of a SA cannot be judged purely in terms of the participants since a vital dimension of success is how well the ' S A performs relative to the expectations of clients. Journal: The Service Industries Journal Pages: 133-151 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000008 File-URL: http://hdl.handle.net/10.1080/02642069900000008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:133-151 Template-Type: ReDIF-Article 1.0 Author-Name: Kwaku Appiah-Adu Author-X-Name-First: Kwaku Author-X-Name-Last: Appiah-Adu Author-Name: SATYENDRA SINGH Author-X-Name-First: SATYENDRA Author-X-Name-Last: SINGH Title: Marketing Culture and Performance in UK Service Firms Abstract: In recent years there has been rnuch ern1 hasi.s on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh.sequent1 discussed along with directions for future research. Journal: The Service Industries Journal Pages: 152-170 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000009 File-URL: http://hdl.handle.net/10.1080/02642069900000009 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:152-170 Template-Type: ReDIF-Article 1.0 Author-Name: Peter J. McGoldrick Author-X-Name-First: Peter J. Author-X-Name-Last: McGoldrick Author-Name: ERICA J. BETTS Author-X-Name-First: ERICA J. Author-X-Name-Last: BETTS Author-Name: ALEXANDRA F. WILSON Author-X-Name-First: ALEXANDRA F. Author-X-Name-Last: WILSON Title: Modelling Consumer Price Cognition: Evidence from Discount and Superstore Sectors Abstract: In recent years there has been rnuch ern1 hasi on the need for service firms to develop an orgatzisational culture which facilitates the successful implementation of marketing activities. This issue is considered critical for the delivery of .sewices given the degree of interaction between the firm and its customers, and the proclamation by marketing academics and managers that a strong marketing culture will lead to customer satisfaction. This article reports on an empirical investigation into the relationship between UK service firms' marketing culture and performance. The results link marketing culture to customer satisfaction, customer retention and profitability. implications of these findings for managers are suh sequential discussed along with directions for future research. Journal: The Service Industries Journal Pages: 171-193 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000010 File-URL: http://hdl.handle.net/10.1080/02642069900000010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:171-193 Template-Type: ReDIF-Article 1.0 Author-Name: Brooks Ian Author-X-Name-First: Brooks Author-X-Name-Last: Ian Author-Name: DAWES JILLIAN Author-X-Name-First: DAWES Author-X-Name-Last: JILLIAN Title: Merger as a Trigger for Cultural Change in the Retail Financial Services Sector Abstract: As providers of financial services aim to reduce costs and satisfy increasingly articulate customers, growth through acquisition or merger appears to provide them with the means to achieve these objectives. A significant aspect of merger is the legacy of cultural integration and the literature is replete with examples of mergers where cultural matters have been poorly managed. This paper argues that merging institutions may find that by matching cultural developments to the dynamics of the environment, significant competitive advantage can be gained. Far from creating dysfunctional turbulence, merger activity might instead provide the necessary trigger to stimulate cultural change.Financial service providers and other merging institutions are advised to extend their horizons beyond achieving, smooth integration to instilling a culture more in tune with the dynamics of the marketplace. Journal: The Service Industries Journal Pages: 194-206 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000011 File-URL: http://hdl.handle.net/10.1080/02642069900000011 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:194-206 Template-Type: ReDIF-Article 1.0 Author-Name: Douglas G. Carrie Author-X-Name-First: Douglas G. Author-X-Name-Last: Carrie Title: Book Reviews Abstract: As providers oJJitzarzcia1 services ubn to reduce costs ancl .scrtisJ\increasingly articulate customers, growth through acquisition or merger appears to provide them with the means to achieve these objectives. A signrJcant aspect of merger is the legacy of cultural integration and the literature is replete with examples of mergers where cultural matters have been poorly managed. This paper argues that merging institutions tnay find that by matching cultural developments to the dynamics o f the environment, significant competitive advantage can be gained. Far from creating dysfunctional turbulence, merger activity might instead provide the necessary trigger to stimulate cultural change. Financial service providers and other merging institutions are advised to extend their horizotzs beyond aclzieving, smooth integration to instilling (I culture more in tune with the dynamics o f the marketplace. Journal: The Service Industries Journal Pages: 207-212 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000012 File-URL: http://hdl.handle.net/10.1080/02642069900000012 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:207-212 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur Ingram Author-X-Name-First: Arthur Author-X-Name-Last: Ingram Title: Book Reviews Journal: The Service Industries Journal Pages: 208-210 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000013 File-URL: http://hdl.handle.net/10.1080/02642069900000013 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:208-210 Template-Type: ReDIF-Article 1.0 Author-Name: D.R. Vaughan Author-X-Name-First: D.R. Author-X-Name-Last: Vaughan Title: Book Reviews Journal: The Service Industries Journal Pages: 210-211 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000014 File-URL: http://hdl.handle.net/10.1080/02642069900000014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:210-211 Template-Type: ReDIF-Article 1.0 Author-Name: Anna Bee Author-X-Name-First: Anna Author-X-Name-Last: Bee Title: Book Reviews Journal: The Service Industries Journal Pages: 211-212 Issue: 1 Volume: 19 Year: 1999 Month: 1 X-DOI: 10.1080/02642069900000015 File-URL: http://hdl.handle.net/10.1080/02642069900000015 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:211-212 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Miles Author-X-Name-First: Ian Author-X-Name-Last: Miles Title: Foresight and Services: Closing the Gap? Abstract: Service sectors of the economy are increasingly recognised as being important innovators. However,few studies of innovation systems have paid due attention to services’ position in these systems. The UKS Foresight programme (originally the Technology Foresight programme) provides helpful insights into these matters. Foresight has been an ambitious attempt to establish priority areas for innovative efforts, and to build new networks between inventors, innovators, entrepreneurs and policymakers. In this programme there has been an explicit and pioneering effort to include service sectors. The article examines how far this was successful, and what it tells us about services’ role in innovation systems. There is evidence that in general services remained less aware of,and involved in, Foresight than comparable manufacturing firms. Furthermore, some service industries experienced particular difficulty in participating in the process. The implication is that even though many service firms are innovative, there are still obstacles to overcome for many others before they can be as active as they might. Journal: The Service Industries Journal Pages: 1-27 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000016 File-URL: http://hdl.handle.net/10.1080/02642069900000016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:1-27 Template-Type: ReDIF-Article 1.0 Author-Name: Marten Den Haring Author-X-Name-First: Marten Author-X-Name-Last: Den Haring Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Title: A Linguistic Approach to Studying Quality of Face-to-Face Communication Abstract: Bringing together concepts from previous research in linguistics, social psychology and service quality, this paper explores new grounds in the pursuit of an approach for studying quality in face-to-face communication in service encounters. Audio and video recordings are used to study communication by transcribing verbal and non-verbal behaviour in the recorded activities. It is believed that contextual characteristics are the main determinants of communicative behaviour in service encounters. In order to evaluate instances of good and poor quality, these characteristics are translated into communicative concepts that are traceable in the transcriptions. Journal: The Service Industries Journal Pages: 28-48 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000017 File-URL: http://hdl.handle.net/10.1080/02642069900000017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:28-48 Template-Type: ReDIF-Article 1.0 Author-Name: Deborah Helman Author-X-Name-First: Deborah Author-X-Name-Last: Helman Author-Name: LESLIE DE CHERNATONY Author-X-Name-First: LESLIE DE Author-X-Name-Last: CHERNATONY Title: Exploring the Development of Lifestyle Retail Brands Journal: The Service Industries Journal Pages: 49-68 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000018 File-URL: http://hdl.handle.net/10.1080/02642069900000018 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:49-68 Template-Type: ReDIF-Article 1.0 Author-Name: Robert Johnston Author-X-Name-First: Robert Author-X-Name-Last: Johnston Author-Name: Adrian Fern Author-X-Name-First: Adrian Author-X-Name-Last: Fern Title: Service Recovery Strategies for Single and Double Deviation Scenarios Journal: The Service Industries Journal Pages: 69-82 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000019 File-URL: http://hdl.handle.net/10.1080/02642069900000019 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:69-82 Template-Type: ReDIF-Article 1.0 Author-Name: Gardener Edward Author-X-Name-First: Gardener Author-X-Name-Last: Edward Author-Name: Howcroft Barry Author-X-Name-First: Howcroft Author-X-Name-Last: Barry Author-Name: Williams Jonathan Author-X-Name-First: Williams Author-X-Name-Last: Jonathan Title: The New Retail Banking Revolution Abstract: This paper examines the modern evolution of retail banking in a European setting and with a particular emphasis on the UK. Regulation, competition and IT developments are found to be particularly important change drivers in most European retail banking systems. Two broad strategic themes are explored. The first is the evolution of retail banking in a strategic marketing context from a supply (inward-looking) focus towards a much greater demand (outward-looking) orientation. The second theme explored is the intensifying strategic imperative towards a shareholder value culture. The key features and strategic challenges of the ‘new’ retail banking revolution are finally summarised. Journal: The Service Industries Journal Pages: 83-100 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000020 File-URL: http://hdl.handle.net/10.1080/02642069900000020 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:83-100 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Quinn Author-X-Name-First: Barry Author-X-Name-Last: Quinn Title: The Temporal Context of UK Retailers’ Motives for International Expansion Abstract: This article re-examines the motives for retailer internationalisation with the aid of a survey of UK retailers with international retailing operations. The survey results are grouped according to the number of years companies have been operating in international markets. This facilitates a comparison of their views on internationalisation according to the different points in time that internationalisation is initiated and within the context of contrasting economic conditions. Overall, the survey results indicated that UK retailers remained strongly influenced by growth-oriented or proactive factors in their decision to internationalise. However, those retailers moving overseas for the first time, within the context of the rather severe operating conditions of the early 1990s, were in fact more likely to cite reactive factors as important influences. The article identifies a number of key issues for further research into the motives for retailer internationalisation and outlines the methodological implications. Journal: The Service Industries Journal Pages: 101-116 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000021 File-URL: http://hdl.handle.net/10.1080/02642069900000021 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:101-116 Template-Type: ReDIF-Article 1.0 Author-Name: Anne Broderick Author-X-Name-First: Anne Author-X-Name-Last: Broderick Title: Role Theory and the Management of Service Encounters Abstract: In this article, the contribution of role theory to our understanding and management of service encounters is highlighted. In the first section of the article the focus on social exchange within role theory is identified and commonalities between relational approaches to marketing and a role theoretical perspective are outlined. Thereafter the article outlines the specific contribution of role theory to our understanding of service encounters. Role theory, it is argued, permits better management of the interactive features of service provider-client interface and a clearer focus on role performance and the interpersonal dimensions of service quality. Role analysis offers both focus on role consistency in service provision and a framework for dealing with the uncertainty and evolution in long term service relationships. In services marketing, role can be incorporated as a factor in successful service performance and form a central framework for good service encounter management. Journal: The Service Industries Journal Pages: 117-131 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000022 File-URL: http://hdl.handle.net/10.1080/02642069900000022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:117-131 Template-Type: ReDIF-Article 1.0 Author-Name: L.C. BRTTTON Author-X-Name-First: L.C. Author-X-Name-Last: BRTTTON Author-Name: D.F. BALL Author-X-Name-First: D.F. Author-X-Name-Last: BALL Title: Trust Versus Opportunism: Striking the Balance in Executive Search Abstract: This article exemplifies the principal-agent problem by reference to executive search consultancy The client company (principal) hires an executive search consultancy (agent) to recruit on its behalf Inherent in the relationship is the possibility of opportunistic behaviour: The effort expended by the agent on behalf of the principal cannot be monitored and the principal cannot judge whether sufficient effort has been expended. To overcome this, incentive systems based on outputs rather than behaviour would have been advocated. In the service sector; however, there is the added problem that often output itself’ is difficult to define and monitor: By taking a non-standard view this article considers the incentive systems that have evolved in executive search. Journal: The Service Industries Journal Pages: 132-149 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000023 File-URL: http://hdl.handle.net/10.1080/02642069900000023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:132-149 Template-Type: ReDIF-Article 1.0 Author-Name: Alex Hughes Author-X-Name-First: Alex Author-X-Name-Last: Hughes Title: Book Reviews Journal: The Service Industries Journal Pages: 150-151 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000024 File-URL: http://hdl.handle.net/10.1080/02642069900000024 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:150-151 Template-Type: ReDIF-Article 1.0 Author-Name: Jillian C Sweeney Author-X-Name-First: Jillian C Author-X-Name-Last: Sweeney Title: Book Reviews Journal: The Service Industries Journal Pages: 151-153 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000025 File-URL: http://hdl.handle.net/10.1080/02642069900000025 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:151-153 Template-Type: ReDIF-Article 1.0 Author-Name: Laurent Clint Author-X-Name-First: Laurent Author-X-Name-Last: Clint Title: Book Reviews Journal: The Service Industries Journal Pages: 153-155 Issue: 2 Volume: 19 Year: 1999 Month: 4 X-DOI: 10.1080/02642069900000026 File-URL: http://hdl.handle.net/10.1080/02642069900000026 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:153-155 Template-Type: ReDIF-Article 1.0 Author-Name: Scott E. Sampson Author-X-Name-First: Scott E. Author-X-Name-Last: Sampson Author-Name: MICHAEL J. SHOWALTER Author-X-Name-First: MICHAEL J. Author-X-Name-Last: SHOWALTER Title: The Performance-Importance Response Function: Observations and Implications Abstract: Services and products possess various attributes, some being more important than others. Importance-Performance Analysis (IPA) is a technique for prioritising attributes based on measurements of performance and importance. A weakness of IPA is that it conceptualises attribute importance as a scalar which is independent of attribute performance. In this article we theorise that importance is not adequately represented as a point estimate, but is a function of performance. When attribute performance changes, importance does also, which can change the relative priority of subsequent improvement efforts. Empirical results are presented which support our theory, The nature of the performance-importance response function is discussed, along with implications. Ideas for future research are also discussed, including application of the findings to quality modelling (SERVQUAL) and other decision support methodologies (Quality Function Deployment and the Analytic Hierarchy Process). Journal: The Service Industries Journal Pages: 1-25 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000027 File-URL: http://hdl.handle.net/10.1080/02642069900000027 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:1-25 Template-Type: ReDIF-Article 1.0 Author-Name: Kwaku Appiah-Adu Author-X-Name-First: Kwaku Author-X-Name-Last: Appiah-Adu Title: Marketing Effectiveness and Customer Retention in the Service Sector Abstract: Recent years have witnessed a growth in the number of studies relating to service orgrrnisations. This steady stream of literature could be attributed to the continuous expansion of the service sector and its increasing contribution to the advancement of many economies. In this context, issues associated with marketing and performance outcomes which managers can influence directly have received a great deal of attention. This research focuses on an empirical investigation of the relationship between marketing effectiveness and customer retention performance in an attempt to contribute to the growing body of conceptual and empiricul knowledge on the links between marketing and performance among service firms. Drawing on our results which indicate a significant and positive association between marketing effectiveness and customer retention, implications of the findings for service firm managers as well as future research directions are subsequently discussed. Journal: The Service Industries Journal Pages: 26-41 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000028 File-URL: http://hdl.handle.net/10.1080/02642069900000028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:26-41 Template-Type: ReDIF-Article 1.0 Author-Name: A. Sargeant Author-X-Name-First: A. Author-X-Name-Last: Sargeant Author-Name: M. MOHAMAD Author-X-Name-First: M. Author-X-Name-Last: MOHAMAD Title: Business Performance in the UK Hotel Sector - Does it Pay to be Market Oriented? Abstract: This article reports the findings ofa postal survey of 200 of the UK's largest hotel groups. The results clearly indicate that many organisations have yet to achieve a market orientation and that a focus on competitors is frequently absent. Thirty five per cent of hotels remain sales oriented, although no adverse effects on performance would yet appear to be evident. This study found no link between the degree o f market orientation attained and the performance o f the business as measured by profitability and turnover. Journal: The Service Industries Journal Pages: 42-59 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000029 File-URL: http://hdl.handle.net/10.1080/02642069900000029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:42-59 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Davies Author-X-Name-First: Gary Author-X-Name-Last: Davies Title: The Evolution of Marks and Spencer Abstract: Financial data drawn from Marks and Spencer's archives and annual reports is used to identify five phases in the Company' sales growth. Early, rather erratic, growth, often through acquisition, gave way to a second phase of store development funded by the Company's floatation in the 1920s. Sales growth in the third phase came substanriveljl through an increase in store size. A fourth phase involved irnprovernerzts in labour and space productivity. The final and current phase of evolution emphasises divers(fication. The pattern of evolution is compared with two theories of retail change, the Wheel of Retailing and the Retail Accordion. Neither is compatible with the sustained growth exhibited, indeed both theories could be said to predict the failure of the Company's overall strategy. Journal: The Service Industries Journal Pages: 60-73 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000030 File-URL: http://hdl.handle.net/10.1080/02642069900000030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:60-73 Template-Type: ReDIF-Article 1.0 Author-Name: Rajshekhar (Raj) G. Javalgi Author-X-Name-First: Rajshekhar (Raj) G. Author-X-Name-Last: Javalgi Author-Name: PAUL DION Author-X-Name-First: PAUL Author-X-Name-Last: DION Title: A Life Cycle Segmentation Approach to Marketing Financial Products and Services Abstract: State-of-the-art market segmentation is becoming an important strategic tool in the continuing evolution of the financial services industry. This article, focusing on a life cycle segmentation approach, indicates that the importance attributed to financial choice criteria and financial services varies as consumers pass through an orderly progression of life cycle stages. Thus, the results suggest that marketers in the financial services industry should adopt a life cycle marketing based system to more fully satisfy the needdwants of their customers. Journal: The Service Industries Journal Pages: 74-96 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000031 File-URL: http://hdl.handle.net/10.1080/02642069900000031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:74-96 Template-Type: ReDIF-Article 1.0 Author-Name: Julian Gould-Williams Author-X-Name-First: Julian Author-X-Name-Last: Gould-Williams Title: The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality Abstract: While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel. Journal: The Service Industries Journal Pages: 97-118 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000032 File-URL: http://hdl.handle.net/10.1080/02642069900000032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:97-118 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Freathy Author-X-Name-First: Paul Author-X-Name-Last: Freathy Author-Name: FRANK O'CONNELL Author-X-Name-First: FRANK Author-X-Name-Last: O'CONNELL Title: A Typology of European Airport Retailing Abstract: Airport retailing represents a global industry which is experiencing significant market growth. Accompanying this growth has been an increasingly complex set of retail trading relationships. This article examines how developments in the air transport industry have influenced the structure of retailing at airports. It then attempts to develop a typology of the different trading relationships that can operate within an airport. Four main forms are identified. The article then considers fiture influences upon the industry and the implications this has for the structure of European airport retailing. Journal: The Service Industries Journal Pages: 119-134 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000033 File-URL: http://hdl.handle.net/10.1080/02642069900000033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:119-134 Template-Type: ReDIF-Article 1.0 Author-Name: Adelina Broadbridge Author-X-Name-First: Adelina Author-X-Name-Last: Broadbridge Title: A Profile of Female Retail Managers: Some Insights Journal: The Service Industries Journal Pages: 135-161 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000034 File-URL: http://hdl.handle.net/10.1080/02642069900000034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:135-161 Template-Type: ReDIF-Article 1.0 Author-Name: Ka-Shing Woo Author-X-Name-First: Ka-Shing Author-X-Name-Last: Woo Author-Name: HENRY K. Y. FOCK Author-X-Name-First: HENRY K. Y. Author-X-Name-Last: FOCK Title: Customer Satisfaction in the Hong Kong Mobile Phone Industry Journal: The Service Industries Journal Pages: 162-174 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000035 File-URL: http://hdl.handle.net/10.1080/02642069900000035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:162-174 Template-Type: ReDIF-Article 1.0 Author-Name: Carlo Morelli Author-X-Name-First: Carlo Author-X-Name-Last: Morelli Title: Information Costs and Information Asymmetry in British Food Retailing Abstract: This article examines debates over the emergence of multiple retailers’ market power through the historical growth of relational contracting within British food retailing. The article documents the changing pattern of relational contracting. Contracting is suggested to adapt to changes in the importance of branded goods, own-label goods and asset specific investment in retailing outlets and logistics. In conclusion the article challenges the neo-classical view that markets are characterised by discrete classical contracting in favour of a view which emphasises firms’ risk minimising strategy based upon relational contracting and market power. Journal: The Service Industries Journal Pages: 175-186 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000036 File-URL: http://hdl.handle.net/10.1080/02642069900000036 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:175-186 Template-Type: ReDIF-Article 1.0 Author-Name: Jiangfan Li Author-X-Name-First: Jiangfan Author-X-Name-Last: Li Author-Name: SHAOJUN HUANG Author-X-Name-First: SHAOJUN Author-X-Name-Last: HUANG Title: Research on the Evolution of the Tertiary Industry in the Major Cities in China Abstract: Theoretically, industrial structures have especial relevance to the stages of economic development. Using data of Chinese cities this article discusses the main factors influencing the growth of tertiary industry. Following the Chenery-Syrquin model, the authors estimate a series of regression equations combining these growth factors, which can help explain the formation of certain economic structures. The conclusion is that the important factors affecting the industrial structures of a local economy are the level of economic development, the amount of resources, the level of market development (‘marketabilisation '), as well as the features of the economy in an area. Journal: The Service Industries Journal Pages: 187-202 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000037 File-URL: http://hdl.handle.net/10.1080/02642069900000037 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:187-202 Template-Type: ReDIF-Article 1.0 Author-Name: Bushaway Bob Author-X-Name-First: Bushaway Author-X-Name-Last: Bob Title: Book Reviews Journal: The Service Industries Journal Pages: 203-204 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000038 File-URL: http://hdl.handle.net/10.1080/02642069900000038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:203-204 Template-Type: ReDIF-Article 1.0 Author-Name: Jonathan V. Beaverstock Author-X-Name-First: Jonathan V. Author-X-Name-Last: Beaverstock Title: Book Reviews Journal: The Service Industries Journal Pages: 204-205 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000039 File-URL: http://hdl.handle.net/10.1080/02642069900000039 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:204-205 Template-Type: ReDIF-Article 1.0 Author-Name: Faye S. Mcintyre Author-X-Name-First: Faye S. Author-X-Name-Last: Mcintyre Title: Book Reviews Journal: The Service Industries Journal Pages: 206-207 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000040 File-URL: http://hdl.handle.net/10.1080/02642069900000040 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:206-207 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Quinn Author-X-Name-First: Barry Author-X-Name-Last: Quinn Title: Book Reviews Journal: The Service Industries Journal Pages: 207-208 Issue: 3 Volume: 19 Year: 1999 Month: 7 X-DOI: 10.1080/02642069900000041 File-URL: http://hdl.handle.net/10.1080/02642069900000041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:207-208 Template-Type: ReDIF-Article 1.0 Author-Name: J.R. Bryson Author-X-Name-First: J.R. Author-X-Name-Last: Bryson Author-Name: P.W. DANIELS Author-X-Name-First: P.W. Author-X-Name-Last: DANIELS Author-Name: D.R. INGRAM Author-X-Name-First: D.R. Author-X-Name-Last: INGRAM Title: Methodological Problems and Economic Geography: The Case of Business Services Abstract: This article explores methodological issues surrounding attempts to measure the impact of business service expertise on the performance, profitability and competitiveness of client companies. The authors use a survey of small and medium-sized enterprises (SMEs) in England as well as case studies of individual firms. The essay makes two methodological points. First, it is possible to identify a positive impact of business service expertise on client performance, but impossible to isolate such impacts from other management variables, for example the competence of the management team. Secondly, the timing of a corporate interview or data collection process influences the nature of the material collected. The only way to solve the problem of a time-specific understanding of a corporate event is through longitudinal research. Journal: The Service Industries Journal Pages: 1-16 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000042 File-URL: http://hdl.handle.net/10.1080/02642069900000042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:1-16 Template-Type: ReDIF-Article 1.0 Author-Name: L. Nachum Author-X-Name-First: L. Author-X-Name-Last: Nachum Author-Name: J.D. ROLLE Author-X-Name-First: J.D. Author-X-Name-Last: ROLLE Title: The National Origin of the Ownership Advantages of Firms Abstract: This study is designed to examine the extent to which home countries affect the nature of the ownership advantages of firms and subsequently their competitive position in the international market. The empirical analysis is based on a comparison of the ownership advantages of US, UK and French advertising agencies and examination of their possible origin in specific characteristics of the home countries. The findings suggest that the impact of home countries is essential, but it provides only partial explanation for the nature of the ownership advantages which advertising agencies develop. Some of these advantages re related to the attributes of individual advertising agencies and they vary in line with their unique characteristics rather than in response to the characteristics of their home countries. Journal: The Service Industries Journal Pages: 17-48 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000043 File-URL: http://hdl.handle.net/10.1080/02642069900000043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:17-48 Template-Type: ReDIF-Article 1.0 Author-Name: Roger F. Brooks Author-X-Name-First: Roger F. Author-X-Name-Last: Brooks Author-Name: Ian N Lings Author-X-Name-First: Ian N Author-X-Name-Last: Lings Author-Name: MARTINA A BOTSCHEN Author-X-Name-First: MARTINA A Author-X-Name-Last: BOTSCHEN Title: Internal Marketing and Customer Driven Wavefronts Journal: The Service Industries Journal Pages: 49-67 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000044 File-URL: http://hdl.handle.net/10.1080/02642069900000044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:49-67 Template-Type: ReDIF-Article 1.0 Author-Name: Joanne Roberts Author-X-Name-First: Joanne Author-X-Name-Last: Roberts Title: The Internationalisation of Business Service Firms: A Stages Approach Journal: The Service Industries Journal Pages: 68-88 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000045 File-URL: http://hdl.handle.net/10.1080/02642069900000045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:68-88 Template-Type: ReDIF-Article 1.0 Author-Name: Michael K. Hussey Author-X-Name-First: Michael K. Author-X-Name-Last: Hussey Title: Using the Concept of Loss: An Alternative SERVQUAL Measure Journal: The Service Industries Journal Pages: 89-101 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000046 File-URL: http://hdl.handle.net/10.1080/02642069900000046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:89-101 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Manuel GARCIA-FALCON Author-X-Name-First: Juan Manuel Author-X-Name-Last: GARCIA-FALCON Author-Name: Diego Medina-Muñoz Author-X-Name-First: Diego Author-X-Name-Last: Medina-Muñoz Title: The Relationship Between Hotel Companies and Travel Agencies: An Empirical Assessment of the United States Market Journal: The Service Industries Journal Pages: 102-122 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000047 File-URL: http://hdl.handle.net/10.1080/02642069900000047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:102-122 Template-Type: ReDIF-Article 1.0 Author-Name: John Perkins Author-X-Name-First: John Author-X-Name-Last: Perkins Author-Name: Craig FREEDMAN Author-X-Name-First: Craig Author-X-Name-Last: FREEDMAN Title: Organisational Form and Retailing Development: The Department and the Chain Store, 1860-1940 Journal: The Service Industries Journal Pages: 123-146 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000048 File-URL: http://hdl.handle.net/10.1080/02642069900000048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:123-146 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Downward Author-X-Name-First: Paul Author-X-Name-Last: Downward Author-Name: Les Lumsdon Author-X-Name-First: Les Author-X-Name-Last: Lumsdon Title: The Determinants of Day Excursion Coach Travel: A Qualitative Marketing Analysis Journal: The Service Industries Journal Pages: 158-168 Issue: 4 Volume: 19 Year: 1999 Month: 10 X-DOI: 10.1080/02642069900000049 File-URL: http://hdl.handle.net/10.1080/02642069900000049 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:19:y:1999:i:4:p:158-168 Template-Type: ReDIF-Article 1.0 Author-Name: Dave Webb Author-X-Name-First: Dave Author-X-Name-Last: Webb Title: Understanding Customer Role and its Importance in the Formation of Service Quality Expectations Abstract: A search of the Service Quality (SQ) and Customer Satisfaction (CS) literature reveals a gap in knowledge relating to the ‘expectation’ formation aspect of the disconfirmation paradigm. Little consideration has been given to the ‘role’ of the customer in the service encounter, albeit that the above literature mostly customer that one measure of output performance comprises a customer comparison of the various delivery components with a self-established standard, of which ‘expectations’ appears the most common. A need exists to identify not only how customers define the standards and parameters for evaluation, but also, how the customers’ understanding of their role during service interaction affects the expectations they form. This paper addresses the above need through the development and subsequent exploratory testing of a conceptual model of expectation formation. In addition to the recognised expectation antecedents of ‘experience’ and ‘familiarity,' two ‘role’ construct dimensions ‘role understanding’ and ‘role benefit’ are introduced in a broader expectation antecedent framework. The relationship between ‘experience’ and ‘familiarity’ with respect to expectations is found to be indirect in nature; with ‘role understanding’ and ‘role benefit’ both performing a mediator function. Managerial and research implications are discussed. Journal: The Service Industries Journal Pages: 1-21 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000001 File-URL: http://hdl.handle.net/10.1080/02642060000000001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:1-21 Template-Type: ReDIF-Article 1.0 Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Title: Learning How to Manage Technology in Services Internationalisation Abstract: Learning how to manage technology on foreign markets has become crucial for the competitive advantage of service firms. Not much has been written about how service firm learn to manage technology during internationalisation. This explorative study draws on verbatim accounts of critical incidents frorn key service employees in four Swedish service firms who recently started operations in Poland, Japan, Norway, Austria and Indonesia. Empirical evidence of learning and technical competercies presented in terms of a typology of competencies comprising: sourcing, developing, communicating, contracting and implementing technology. Journal: The Service Industries Journal Pages: 22-39 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000002 File-URL: http://hdl.handle.net/10.1080/02642060000000002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:22-39 Template-Type: ReDIF-Article 1.0 Author-Name: Jørn Flohr Nielsen Author-X-Name-First: Jørn Author-X-Name-Last: Flohr Nielsen Author-Name: Viggo HØST Author-X-Name-First: Viggo Author-X-Name-Last: HØST Title: The Path to Service Encounter Performance in Public and Private ‘Bureaucracies’ Journal: The Service Industries Journal Pages: 40-60 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000003 File-URL: http://hdl.handle.net/10.1080/02642060000000003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:40-60 Template-Type: ReDIF-Article 1.0 Author-Name: Dale Miller Author-X-Name-First: Dale Author-X-Name-Last: Miller Author-Name: Bill Merriolees Author-X-Name-First: Bill Author-X-Name-Last: Merriolees Title: ‘Gone to Gowings’ - An Analysis of Success Factors in Retail Longevity: Gowings of Sydney Journal: The Service Industries Journal Pages: 61-85 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000004 File-URL: http://hdl.handle.net/10.1080/02642060000000004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:61-85 Template-Type: ReDIF-Article 1.0 Author-Name: John K. Ashton Author-X-Name-First: John K. Author-X-Name-Last: Ashton Title: A General Test of Competitive Conditions in the UK Building Society Mortgage Market: 1990-1996 Journal: The Service Industries Journal Pages: 86-94 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000005 File-URL: http://hdl.handle.net/10.1080/02642060000000005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:86-94 Template-Type: ReDIF-Article 1.0 Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Author-Name: TSER-LIEN YEH Author-X-Name-First: TSER-LIEN Author-X-Name-Last: YEH Title: A Measurement of Bank Efficiency, Ownership and Productivity Changes in Taiwan Journal: The Service Industries Journal Pages: 95-109 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000006 File-URL: http://hdl.handle.net/10.1080/02642060000000006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:95-109 Template-Type: ReDIF-Article 1.0 Author-Name: Ann Bourke Author-X-Name-First: Ann Author-X-Name-Last: Bourke Title: A Model of the Determinants of International Trade in Higher Education Abstract: This article focuses on a neglected aspect of international trade in services i.e. trade in Higher Education. The purpose of the research endeavour is to draw together the determinants of this trade using its most visible aspect - foreign students. There are many categories of foreign student, but the study is confined to those students who opt to complete higher educational outside the home country. There is much competition among host nations for international students and the factors influencing demand for and supply of university places for foreign students are considered, using medical education as a case study. Little if any attention has been given to theory generation in this field and this study was undertaken to redres the balance. The model presented here clearly illustrartes the many variables which impact on a student's decision to stydy overseas, and their choice qf destination, the most critial one being information. Journal: The Service Industries Journal Pages: 110-138 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000007 File-URL: http://hdl.handle.net/10.1080/02642060000000007 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:110-138 Template-Type: ReDIF-Article 1.0 Author-Name: Colgate Mark Author-X-Name-First: Colgate Author-X-Name-Last: Mark Title: Marketing and Marketing Information System Sophistication In Retail Banking Abstract: Deregulation, greater competition and information technology has led to the restrcturing of the retail banking industries in virtually all developed economies. This has led to a greater emphasis on marketing activities and the use of information technology to support these activities. In light of this development this paper seeks to analyse the extent of the growth of marketing and the sophistication of marketing information systems (MkIS) in the context of Aurstralasia and Europe. In particular empirical evidence is drawn from 67 postal questionnaires within the retail banking industries in Australia, New Zealand, UK and Ireland. The results indicate that although the use of marketing in these counties would seem to be growing, the application of information technology to support marketing is still at a low level of sophistication. Journal: The Service Industries Journal Pages: 139-152 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000008 File-URL: http://hdl.handle.net/10.1080/02642060000000008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:139-152 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Gripaios Author-X-Name-First: Peter Author-X-Name-Last: Gripaios Author-Name: Max Munday Author-X-Name-First: Max Author-X-Name-Last: Munday Title: Uneven Development in UK Financial Services: The Case of the South West and Wales Journal: The Service Industries Journal Pages: 153-180 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000009 File-URL: http://hdl.handle.net/10.1080/02642060000000009 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:153-180 Template-Type: ReDIF-Article 1.0 Author-Name: Ronald E Goldsmith Author-X-Name-First: Ronald E Author-X-Name-Last: Goldsmith Title: Book Reviews Journal: The Service Industries Journal Pages: 181-182 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000010 File-URL: http://hdl.handle.net/10.1080/02642060000000010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:181-182 Template-Type: ReDIF-Article 1.0 Author-Name: Faye S Mcintyre Author-X-Name-First: Faye S Author-X-Name-Last: Mcintyre Title: Book Reviews Journal: The Service Industries Journal Pages: 182-183 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000011 File-URL: http://hdl.handle.net/10.1080/02642060000000011 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:182-183 Template-Type: ReDIF-Article 1.0 Author-Name: John R Bryson Author-X-Name-First: John R Author-X-Name-Last: Bryson Title: Book Reviews Journal: The Service Industries Journal Pages: 184-185 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000012 File-URL: http://hdl.handle.net/10.1080/02642060000000012 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:184-185 Template-Type: ReDIF-Article 1.0 Author-Name: Joyce A Young Author-X-Name-First: Joyce A Author-X-Name-Last: Young Title: Book Reviews Journal: The Service Industries Journal Pages: 186-186 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000013 File-URL: http://hdl.handle.net/10.1080/02642060000000013 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:186-186 Template-Type: ReDIF-Article 1.0 Author-Name: John R Bryson Author-X-Name-First: John R Author-X-Name-Last: Bryson Title: Book Reviews Journal: The Service Industries Journal Pages: 186-189 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000014 File-URL: http://hdl.handle.net/10.1080/02642060000000014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:186-189 Template-Type: ReDIF-Article 1.0 Author-Name: Zeynep Bilgin Author-X-Name-First: Zeynep Author-X-Name-Last: Bilgin Title: Book Reviews Journal: The Service Industries Journal Pages: 189-191 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000015 File-URL: http://hdl.handle.net/10.1080/02642060000000015 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:189-191 Template-Type: ReDIF-Article 1.0 Author-Name: James E Mcintyre. Jr Author-X-Name-First: James E Author-X-Name-Last: Mcintyre. Jr Title: Book Reviews Journal: The Service Industries Journal Pages: 191-192 Issue: 1 Volume: 20 Year: 2000 Month: 1 X-DOI: 10.1080/02642060000000016 File-URL: http://hdl.handle.net/10.1080/02642060000000016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:1:p:191-192 Template-Type: ReDIF-Article 1.0 Author-Name: L.J. Hammond Author-X-Name-First: L.J. Author-X-Name-Last: Hammond Author-Name: D. THWAITES Author-X-Name-First: D. Author-X-Name-Last: THWAITES Title: Strategies of Major UK Building Societies: 1987-1993 Review, Analysis and Implications Journal: The Service Industries Journal Pages: 1-24 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000017 File-URL: http://hdl.handle.net/10.1080/02642060000000017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:1-24 Template-Type: ReDIF-Article 1.0 Author-Name: J. O. S. Wilson Author-X-Name-First: J. O. S. Author-X-Name-Last: Wilson Author-Name: J. E. MORRIS Author-X-Name-First: J. E. Author-X-Name-Last: MORRIS Title: The Size and Growth of UK Manufacturing and Service Firms Abstract: This paper investigates the relationship between firm size and growth for UK manufacturing and services over the period 1991 to 1995. We test for size effects on growth, using models which incorporate the influences of previous growth and industry membership. The results from the analysis suggest that for both manufacturing and services, small firms tend to grow faster than larger firms. The growth of manufacturing firms appears to persist over time, whereas this is not the case for service firms. Small firms tend to have more variable growth rates than their larger counterparts in manufacturing and services. This suggests that large firms may enjoy advantages associated with diversified operations which make them less susceptible to periods of extremely high or low growth. Journal: The Service Industries Journal Pages: 25-38 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000018 File-URL: http://hdl.handle.net/10.1080/02642060000000018 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:25-38 Template-Type: ReDIF-Article 1.0 Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Author-Name: GORDON E. GREENLEY Author-X-Name-First: GORDON E. Author-X-Name-Last: GREENLEY Title: Predicting and Explaining Responses to Consumer Environments: An Empirical Test and Theoretical Extension of the Behavioural Perspective Model Abstract: The Behavioural Perspective Model (BPM) classifies consumer behaviours based on their utilitarion and informational consequences; it further categorises them by the scope of the settings in which they occur. An empirical study (N = 561) shows these outcomes to predict consumers’ verbal reports of their affective shows that Mehrabian and Russell's [1974] measures of pleasure, arousal and dominance are predicted by the structural features of consumer situations proposed by the BPM: the pattern of reinforcement and behaviour setting scope. Reported pleasure is higher for consumer behaviours defined in terms of relatively high utilitarian reinforcement; reported arousal is higher for consumer behaviours defined in terms of relatively high informational reinforcement; and reported dominance is higher for consumer behaviours enacted in relatively open settings. In light of its neo-Skinnerian derivation, the BPM interpretation currently emphasises a radical behaviourist philosophy of science. However, an alternative interpretation in terms of Staats's [1996] psychological behaviourism is proposed and the capacity of this alternative framework of conceptualisation and analysis to offer theoretical extension to the BPM research programme is explored. Journal: The Service Industries Journal Pages: 39-63 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000019 File-URL: http://hdl.handle.net/10.1080/02642060000000019 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:39-63 Template-Type: ReDIF-Article 1.0 Author-Name: Neil M. Coe Author-X-Name-First: Neil M. Author-X-Name-Last: Coe Title: The Externalisation of Producer Services Debate: The UK Computer Services Sector Abstract: This article uses a variety of evidence from the UK computer services industry to inform debates surrounding externalisation processes and the nature of growth in contemporary producer service sectors. While it has been argued that growth in such industries is predominantly demand-lead and independent from the disintegration of businesses in client sectors, in the computer services sector the direct transfer of activity from client firms to independent computer service providers is an increasingly important component of growth at an aggregate, national scale. Growth in this segment is being fuelled by the de-regulation of public sector IT procurenment in the UK. Journal: The Service Industries Journal Pages: 64-81 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000020 File-URL: http://hdl.handle.net/10.1080/02642060000000020 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:64-81 Template-Type: ReDIF-Article 1.0 Author-Name: Claire Dennet't Author-X-Name-First: Claire Author-X-Name-Last: Dennet't Author-Name: ELIZABETH M. INESON Author-X-Name-First: ELIZABETH M. Author-X-Name-Last: INESON Author-Name: GRAHAM J. STONE Author-X-Name-First: GRAHAM J. Author-X-Name-Last: STONE Author-Name: MARK COLGATE Author-X-Name-First: MARK Author-X-Name-Last: COLGATE Title: Pre-bookable Services in the Chartered Airline Industry: Increasing Satisfaction through Differentiation Journal: The Service Industries Journal Pages: 82-94 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000021 File-URL: http://hdl.handle.net/10.1080/02642060000000021 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:82-94 Template-Type: ReDIF-Article 1.0 Author-Name: Kwaku Appiah-Adu Author-X-Name-First: Kwaku Author-X-Name-Last: Appiah-Adu Author-Name: ALAN FYALL Author-X-Name-First: ALAN Author-X-Name-Last: FYALL Author-Name: SATYENDRA SINGH Author-X-Name-First: SATYENDRA Author-X-Name-Last: SINGH Title: Marketing Culture and Customer Retention in the Tourism Industry Abstract: During the last few years considerable attention has been focused on the essence of cultivating a culture which fosters the effective operationalisation of marketing practices in tourism firms. This issue is considered an important source of competitive advantage in the tourism industry where sophisticated marketing is still in its developmental stages. Considering the high level of interaction between a tourism firm and its customers, the significance of effective marketing activities cannot be overstated. In addition, maketing academics and managers assert that a strong marketing culture will lead to customer retention via customer satisfaction. This study is based on an empirical examination of the link between UK tourism firms’ marketing culture and customer retention. Our results reveal a moderately strong relationship between marketing culture and customer retention. Finally, implications of the findings for tourism managers and avenues for future research are discussed. Journal: The Service Industries Journal Pages: 95-113 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000022 File-URL: http://hdl.handle.net/10.1080/02642060000000022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:95-113 Template-Type: ReDIF-Article 1.0 Author-Name: Weir Laura Author-X-Name-First: Weir Author-X-Name-Last: Laura Author-Name: HIBBERT SALLY Author-X-Name-First: HIBBERT Author-X-Name-Last: SALLY Title: Building Donor Relationships: An Investigation into the Use of Relationship and Database Marketing by Charity Fundraisers Abstract: The Paper reports empirical research into the use of fund - raising databases by UK Charities. The findings suggest that using a fund - raising database is not enough, by and of itself, to improve effectiveness in building donor loyalty. Rather, relationship and effectiveness in building donor loyalty. Rather, relationship and databasse marketing principles need to be applied in the use of the database to achieve greater loyalty from the charity's donors. Journal: The Service Industries Journal Pages: 114-132 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000023 File-URL: http://hdl.handle.net/10.1080/02642060000000023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:114-132 Template-Type: ReDIF-Article 1.0 Author-Name: Harrington Denis Author-X-Name-First: Harrington Author-X-Name-Last: Denis Author-Name: AKEHURST GARY Author-X-Name-First: AKEHURST Author-X-Name-Last: GARY Title: An Empirical Study of Service Quality Implementation Abstract: The strategic importance of quality management has grown in importance in recent years. However, although the competitive implications of adhering to a quality agenda have been much alluded to within the literature, the evidence from a review of published studies suggests that service quality and strategy issues have been addressed as separate concerns by researchers. This study examines the components which facilitate the quality implementation process. The factor analysis of data emphasises the importance of ‘senior managerial commitment’ and ‘employee resourcefulness’ in quality implementation initiatives and offers support to the growing implementation initiatives and offers support to the growing literature arguing for a greater consideration of the human dimension in quality implementation programmes. It is proposed that further research needs to be carried out to examine mangerial attiudes towards the service quality implementation process and to assess some of the practical issues involved in introducing quality initiatives in hotel organisations. Journal: The Service Industries Journal Pages: 133-156 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000024 File-URL: http://hdl.handle.net/10.1080/02642060000000024 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:133-156 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Tansey Author-X-Name-First: Michael Author-X-Name-Last: Tansey Title: Book Reviews Journal: The Service Industries Journal Pages: 157-159 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000025 File-URL: http://hdl.handle.net/10.1080/02642060000000025 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:157-159 Template-Type: ReDIF-Article 1.0 Author-Name: Joe Doherty Author-X-Name-First: Joe Author-X-Name-Last: Doherty Title: Book Reviews Journal: The Service Industries Journal Pages: 159-161 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000026 File-URL: http://hdl.handle.net/10.1080/02642060000000026 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:159-161 Template-Type: ReDIF-Article 1.0 Author-Name: Ronald E. Goldsmith Author-X-Name-First: Ronald E. Author-X-Name-Last: Goldsmith Title: Book Reviews Journal: The Service Industries Journal Pages: 161-163 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000027 File-URL: http://hdl.handle.net/10.1080/02642060000000027 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:161-163 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Book Reviews Journal: The Service Industries Journal Pages: 163-165 Issue: 2 Volume: 20 Year: 2000 Month: 4 X-DOI: 10.1080/02642060000000028 File-URL: http://hdl.handle.net/10.1080/02642060000000028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:2:p:163-165 Template-Type: ReDIF-Article 1.0 Author-Name: Chris Warhurst Author-X-Name-First: Chris Author-X-Name-Last: Warhurst Author-Name: DENNIS NICKSON Author-X-Name-First: DENNIS Author-X-Name-Last: NICKSON Author-Name: ANNE WITZ Author-X-Name-First: ANNE Author-X-Name-Last: WITZ Author-Name: ANNE MARIE CULLEN Author-X-Name-First: ANNE Author-X-Name-Last: MARIE CULLEN Title: Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow Journal: The Service Industries Journal Pages: 1-18 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000029 File-URL: http://hdl.handle.net/10.1080/02642060000000029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Tony Lenehan Author-X-Name-First: Tony Author-X-Name-Last: Lenehan Title: A Study of Management Practices and Competences within Effective Organisations in the Irish Tourism Industry Journal: The Service Industries Journal Pages: 19-42 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000030 File-URL: http://hdl.handle.net/10.1080/02642060000000030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:19-42 Template-Type: ReDIF-Article 1.0 Author-Name: May Aung Author-X-Name-First: May Author-X-Name-Last: Aung Title: The Accor Multinational Hotel Chain in an Emerging Market: Through the Lens of the Core Competency Concept’ Abstract: Service multinationals rely more on their abilities to leverage corporate resources than on their large resource positions to be successful in competition in today ‘s market. To understand this phenomenon, a fresh approach is needed in research on competition in service industries. The concept of core competency is applied in an analysis of case studies of the Accor multinational hotel chain (France) and its competitors in the Thai marketplace. The analysis focuses on core competencies embedded in the three main functions of service firms -human resources, operations, and marketing. It traces Accor's success to four core competencies - nurturing empowerment, data management, and new service development Journal: The Service Industries Journal Pages: 43-60 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000031 File-URL: http://hdl.handle.net/10.1080/02642060000000031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:43-60 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur Meidan Author-X-Name-First: Arthur Author-X-Name-Last: Meidan Author-Name: MARTIN PECK Author-X-Name-First: MARTIN Author-X-Name-Last: PECK Author-Name: ROBERT D. HANDSCOMBE Author-X-Name-First: ROBERT D. Author-X-Name-Last: HANDSCOMBE Title: Marketing Performance and Business Risk in Acutecare Health Trusts - A New Comparative Approach Abstract: The introduction of an internal market to the NHS in April 1991 has created a vastly different structure for the delivery of healthcare throughout the UK. This paper investigates the relationship between the changing income structure of acute care Trusts and their use of marketing as a tool to manage an increasingly complex operating environment. Primary data from a postal questionnaire to Trust Chief Executives (or their representatives) has been used to classify the 51 responding Trusts according to their performance within an acute care market that accounts for some £3.57 billion of the annual NHS spend.This is the first time that this type of marketing risk analysis as been attempted within the UK Health Service. An innovativepositional matrix has been developed, categorising all the acute healthcare Trusts into four categories according to theirMarketing Index (MI) and Perceived Future Income Instability (INS) scores. The study suggests that about 24 per cent of all the Trusts are excessively exposed to future business risk as evident by their rather high income instability scores and low useof marketing tools and therefore more attention to marketing has to be given by these Trusts. Closer analysis of the results ofthe data indicates that those Trusts with a high marketing index (i.e. those more likely to be able to handle income instability),place market analysis, marketing strategy, demand forecasting and personal contact with purchasers, as top priorities. ThoseTrusts with low marketing indexes give priority to pricing analysis and personal contact with purchasers only. Journal: The Service Industries Journal Pages: 61-79 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000032 File-URL: http://hdl.handle.net/10.1080/02642060000000032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:61-79 Template-Type: ReDIF-Article 1.0 Author-Name: Kees Van Montfort Author-X-Name-First: Kees Van Author-X-Name-Last: Montfort Author-Name: ENNO MASUREL Author-X-Name-First: ENNO Author-X-Name-Last: MASUREL Author-Name: INGRID VAN RIJN Author-X-Name-First: INGRID VAN Author-X-Name-Last: RIJN Title: Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services Abstract: Does the widely accepted espectancy-disconfirmation model apply to situations within a financial services context? Or could it be, due to specific characteristics of services, that a different model applies? This paper addresses these questions and tests the relationships between consumer expectations, performance, disconfirmation, .satisfaction and repeat purchase in a lisrel model. The results would suggest that the relevancy of disconfirmation is fairly apparent and that expectations have only an indirect influence on satisfaction where financial services are concerned. The performance level of financial services however has a strong positive direct effect on satisfaction. Journal: The Service Industries Journal Pages: 80-94 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000033 File-URL: http://hdl.handle.net/10.1080/02642060000000033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:80-94 Template-Type: ReDIF-Article 1.0 Author-Name: Paul A. Lynch Author-X-Name-First: Paul A. Author-X-Name-Last: Lynch Title: Networking in the Homestay Sector Abstract: This paper provides a case study on the management of private home accommodation used to house overseas guests who are primarily registered as students with the English as a foreign language sector. It uses network analysis to focus on the significance of social and also business networks and their implications with regard to the understanding, management, regulation and support of this neglected segment o f the hospitality sector The findings are considered to have a wider relevance to the small hospitality enterprise. Journal: The Service Industries Journal Pages: 95-116 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000034 File-URL: http://hdl.handle.net/10.1080/02642060000000034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:95-116 Template-Type: ReDIF-Article 1.0 Author-Name: Sharmistha Bagchi-Sen Author-X-Name-First: Sharmistha Author-X-Name-Last: Bagchi-Sen Author-Name: LINDA KUECHLER Author-X-Name-First: LINDA Author-X-Name-Last: KUECHLER Title: Strategic and Functional Orientation of Small and Medium Sized Enterprises in Professional Services: An Analysis of Public Accountancy Abstract: This study examines how SMEs in public accountancy remain competitive, promote and deliver their services. The association among strategic planning, functional diversification (services and markets), methods of promotion and delivery is also examined. These SMEs face considerable difficulty in overcoming both in-house and external barriers in accessing clients requiring non-traditional services (e.g. management consulting), and clients involved in international business (broadly defined). The results show that the proactive, functionally diversified, and/or internationally oriented firms outperform the reactive, functionally concentrated, and local market oriented firms. The competitive advantage for the former categories is based on flexible specialisation such as customisation of services for specific groups of clients, speed of delivery collaboration with other producer service firms, and specialised skills. These firms utilise informal networks to promote their services with minimal investments in sponsorships or media selling. Face-to-face interaction with clients continues to be the preferred mode of service delivery despite the increased adaptation of local area networks and other modes of internationally technology by the proactive, functionally diversified or internationally oriented firms. Journal: The Service Industries Journal Pages: 117-146 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000035 File-URL: http://hdl.handle.net/10.1080/02642060000000035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:117-146 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Chaston Author-X-Name-First: Ian Author-X-Name-Last: Chaston Title: Relationship Marketing and the Orientation Customers Require of Suppliers Abstract: Increasingly firms are being encouraged to move away from traditional, transactional marketing towards building long-term relationships with customers. The majority of the literature examines the benefits to suppliers of adopting this philosophy. It was decided, therefore, to examine whether the interacation between customer requirements of the marketing style exhibited by their suppliers and customers’ perception of style delivered by suppliers might influence service quality satisfaction. To examine possible interactions, a mail survey of 500 .small UK manufacturing firms was undertaken to determine perceptions of services provided by accountants. The survey tool used two new scales developed specifically to measure requirements and perceptions of relationship marketing style. Service quality satisfaction was rneasured in relation to overall expectations versus perceptions, reliability, responsiveness, assurance, empathy and tangibility. Applying ANOVA to the responsiveness from 141 firms suggests that service quality satisfaction will be highest where there is convergence between the marketing style required of a supplier and a customer's perception of the style exhibited by the supplier: The implications of these findings in relation to the need for further research are discussed. Journal: The Service Industries Journal Pages: 147-166 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000036 File-URL: http://hdl.handle.net/10.1080/02642060000000036 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:147-166 Template-Type: ReDIF-Article 1.0 Author-Name: Anne M Smith Author-X-Name-First: Anne M Author-X-Name-Last: Smith Title: The Impact of Scale. Characteristics on the Dimensionality of the Service Quality Construct Abstract: Many studies focusing on the dimensionality of the service quality construct have adopted frameworks developed within the marketing literature. This study, involving interviews with 200 repeat attenders at a specialist family planning clinic, suggests that earlier frameworks developed by patient satisfaction researchers go further in explaining the resu1ts of factor analytical studies. Analyses of data relating to two suppliers illustrate that scale characteristics i.e. scale length and the level of variation introduced into the data, have little impact on a factor structure which distinguishe between two key dimensions of expressive/instrumental qualities and access/convenience. Journal: The Service Industries Journal Pages: 167-190 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000037 File-URL: http://hdl.handle.net/10.1080/02642060000000037 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:167-190 Template-Type: ReDIF-Article 1.0 Author-Name: Antony Beckett Author-X-Name-First: Antony Author-X-Name-Last: Beckett Title: Strategic and Marketing Implications of Consumer Behaviour in Financial Services Abstract: As competitive liberalisation and the application of technology in the creation and distribution of financial services have increased consumer choice in the UK personal financial service industry, so consumer choice in the UK personal financial services industry, so consumer behaviour has assumed a greater role in determining the strategic environment in which financial service providers operate. This paper explores the reltionship between consumer behaviour and the strategic choices facing financial consumer behaviour and the strategic choices facing financial service firms by developing a framework of consumer behaviour and linking the forms of behaviour and type of financial service instrument that determines the strategic environment within which financial service providers operate. Based on that interaction the paper develops a contingency view of financial services strategy and argues that to be successful, financial service providers will need to move away from broad service provision and adopt more focused strategies that reflect far more closely the strategic environment in which they operate. Journal: The Service Industries Journal Pages: 191-208 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000038 File-URL: http://hdl.handle.net/10.1080/02642060000000038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:191-208 Template-Type: ReDIF-Article 1.0 Author-Name: P.W. Daniels Author-X-Name-First: P.W. Author-X-Name-Last: Daniels Title: Book Reviews Journal: The Service Industries Journal Pages: 209-211 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000039 File-URL: http://hdl.handle.net/10.1080/02642060000000039 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:209-211 Template-Type: ReDIF-Article 1.0 Author-Name: Ingram Arthur Author-X-Name-First: Ingram Author-X-Name-Last: Arthur Title: Book Reviews Journal: The Service Industries Journal Pages: 211-213 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000040 File-URL: http://hdl.handle.net/10.1080/02642060000000040 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:211-213 Template-Type: ReDIF-Article 1.0 Author-Name: Ingram Arthur Author-X-Name-First: Ingram Author-X-Name-Last: Arthur Title: Book Reviews Journal: The Service Industries Journal Pages: 213-214 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000041 File-URL: http://hdl.handle.net/10.1080/02642060000000041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:213-214 Template-Type: ReDIF-Article 1.0 Author-Name: Ronald E. Goldsmith Author-X-Name-First: Ronald E. Author-X-Name-Last: Goldsmith Title: Book Reviews Journal: The Service Industries Journal Pages: 214-215 Issue: 3 Volume: 20 Year: 2000 Month: 7 X-DOI: 10.1080/02642060000000042 File-URL: http://hdl.handle.net/10.1080/02642060000000042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:214-215 Template-Type: ReDIF-Article 1.0 Author-Name: Darren Mccabe Author-X-Name-First: Darren Author-X-Name-Last: Mccabe Title: The Swings and Roundabouts of Innovating for Quality in UK Financial Services Journal: The Service Industries Journal Pages: 01-20 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000043 File-URL: http://hdl.handle.net/10.1080/02642060000000043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:01-20 Template-Type: ReDIF-Article 1.0 Author-Name: Jean Gadrey Author-X-Name-First: Jean Author-X-Name-Last: Gadrey Author-Name: Florence Jany-Catrice Author-X-Name-First: Florence Author-X-Name-Last: Jany-Catrice Title: The Retail Sector: Why so Many Jobs in America and so Few in France? Journal: The Service Industries Journal Pages: 21-32 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000044 File-URL: http://hdl.handle.net/10.1080/02642060000000044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:21-32 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Windebank Jan Author-X-Name-First: Windebank Author-X-Name-Last: Jan Title: Beyond Employment: An Examination of Modes of Service Provision in a Deprived Neighbourhood Abstract: The aim of this article is to show that despite the growth in service employment, the formalisation of services is neither as all-pervasive as such growth .suggests nor is it a natural and inevitable process. Through case study of a deprived neighbourhood, this article finds that the vast majority of service remain informally provided, that it is not the poorest households who acquire the largest proportion o f their services informally and that informal services are not used purely out of economic necessity. Therefore, the predominace of informality is unlikely to be confined to deprived neighbourhoods. The problem, however; given that those who purchase fewest fornal services also acquire fewest informal services, is that iformal modes of provision seem to reinforce rerther than reduce the socio-economic inequalities produrced by employment. Journal: The Service Industries Journal Pages: 33-46 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000045 File-URL: http://hdl.handle.net/10.1080/02642060000000045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:33-46 Template-Type: ReDIF-Article 1.0 Author-Name: Sherman Ann Author-X-Name-First: Sherman Author-X-Name-Last: Ann Author-Name: James F. Devlin Author-X-Name-First: James F. Author-X-Name-Last: Devlin Title: American and British Clergy Attitudes Towards Marketing Activities: A Comparative Study Abstract: Churches, in both the US and the UK, are increasingly seen to be engaging in what have been termed marketing activities. A small of studies have investigated the degree to which clergy in the US view the use of rnarketing techniques as acceptable and appropriate. This article rnakes a contribution to the continuing debate surrounding the use of marketing in a church setting by comparing the extent to which American and British clergy views differ: Results indicate that, in general, British clergy are rnore reluctant to countenance the use of merketing techniques within a church context, although a small number of exceptions emerged. In particular; British clergy appeared to be rnore accepting of changes made to the presentation of church doctrine, given changs in society's views of acceptable behaviour. Journal: The Service Industries Journal Pages: 47-61 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000046 File-URL: http://hdl.handle.net/10.1080/02642060000000046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:47-61 Template-Type: ReDIF-Article 1.0 Author-Name: Lloyd C. Harris Author-X-Name-First: Lloyd C. Author-X-Name-Last: Harris Author-Name: Lisa O'Malley Author-X-Name-First: Lisa Author-X-Name-Last: O'Malley Title: Maintaining Relationships: A Study of the Legal Industry Journal: The Service Industries Journal Pages: 62-84 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000047 File-URL: http://hdl.handle.net/10.1080/02642060000000047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:62-84 Template-Type: ReDIF-Article 1.0 Author-Name: L.C. Britton Author-X-Name-First: L.C. Author-X-Name-Last: Britton Author-Name: M. Wright Author-X-Name-First: M. Author-X-Name-Last: Wright Author-Name: D.F. Ball Author-X-Name-First: D.F. Author-X-Name-Last: Ball Title: The Use of Co-ordination Theory to Improve Service Quality in Executive Search Abstract: This article considers service quality in a business service industry - execirtive search. It uses co-ordination theory to idtentify the ‘service garps’ which occur in the use of executive search consultancies and considers the ways in which these gaps can be closed. The use of an executive search consultant turns the recruitment process into a three-way relationship -between client, consultant and candidate -and raises the possibility of further service gaps than those identified in the service quality literature. This article finds that there are gaps in expectations evident in all three arms of the relationship but that they are much wider where the candidate is involved. The use of a consultant introduces uncertainty into the process (especially on the part of the candidate), the issue of who has responsibility for what within this relationship is not satisfactorily resolved or communicated. Ways in which the process can be managed to reduce the size of the expectations gaps are considered. Journal: The Service Industries Journal Pages: 85-102 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000048 File-URL: http://hdl.handle.net/10.1080/02642060000000048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:85-102 Template-Type: ReDIF-Article 1.0 Author-Name: Charles Ferguson Author-X-Name-First: Charles Author-X-Name-Last: Ferguson Author-Name: Donal G Mckillop Author-X-Name-First: Donal G Author-X-Name-Last: Mckillop Title: Classifying Credit Union Development in Terms of Mature, Transition and Nascent Industry Types Abstract: Classifying credit union industry types as Mature, Transition or Nascent provides a useful heuristic device by which to better understand grorwth ancl development issues facing the world- wide credit union movement. By defining the key attributes of each industry type an evolutionary linkage can be established between Transition and Mature industries, where Muture industries provide a demanstrations of the likely developrnenr path for Transition industries. The importance of Nascent industries to the future grorwth of the credit union movement makes this industry type of particular importance. Use of an industry type classification provides a platforn to better explore the economic and social significance of credit unions world- wide. Journal: The Service Industries Journal Pages: 103-120 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000049 File-URL: http://hdl.handle.net/10.1080/02642060000000049 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:103-120 Template-Type: ReDIF-Article 1.0 Author-Name: John K. Ashton Author-X-Name-First: John K. Author-X-Name-Last: Ashton Title: Total Factor Productivity Growth and Technical Change in the Water and Sewerage Industry Abstract: The characteristics of total factor productivity growth and technical change in the water and sewerage industry of England and Wales are ‘examined within this article. Total factor productivity growth, technical change and the components of technical change are quantified using a time trend model. A translog specification of productive technology is employecl. Very low levels of technical change, the components of technical change and total factor productivity growth are observed over the sample period. Substantial economies of scale are recorded. Three major implications may be drawn from the study findings. Initially, the high levels of investment have yet to .substantially influence the productive technology of the water and sewerage firrns. Secondly, strong empirical evidence of the natural monopoly conditions in the water industry provided. Finally, it may be stated that privatisation does not appear to have raised the level of technical change or productivity growth since 1989. Journal: The Service Industries Journal Pages: 121-130 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000050 File-URL: http://hdl.handle.net/10.1080/02642060000000050 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:121-130 Template-Type: ReDIF-Article 1.0 Author-Name: Sue Vaux Halliday Author-X-Name-First: Sue Vaux Author-X-Name-Last: Halliday Title: Maternity Care: Ways to Add Value Journal: The Service Industries Journal Pages: 131-146 Issue: 4 Volume: 20 Year: 2000 Month: 10 X-DOI: 10.1080/02642060000000051 File-URL: http://hdl.handle.net/10.1080/02642060000000051 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:20:y:2000:i:4:p:131-146 Template-Type: ReDIF-Article 1.0 Author-Name: S. Illeris Author-X-Name-First: S. Author-X-Name-Last: Illeris Author-Name: G. Akehurst Author-X-Name-First: G. Author-X-Name-Last: Akehurst Title: Introduction Journal: The Service Industries Journal Pages: 1-4 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005003 File-URL: http://hdl.handle.net/10.1080/714005003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:1-4 Template-Type: ReDIF-Article 1.0 Author-Name: M. Stare Author-X-Name-First: M. Author-X-Name-Last: Stare Title: Advancing the Development of Producer Services in Slovenia with Foreign Direct Investment Abstract: Producer services in Slovenia need to be upgraded to fully exploit their potential for increasing the efficiency of the economy, and for accomplishing market-oriented reforms. The lag in producer services development in Slovenia refers to insufficient development of specialised managerial, organisational and marketing know-how and skills and to poor competition. These features are common for all countries in transition. Foreign direct investment is suggested as a means to enhance producer services development. Empirical analysis supports the view that the largest benefits of foreign direct investment in business services could be expected from spillover effects to local economy, related to the transfer of knowledge and skills, to indirect productivity of business services and to the improvement of their quality and range. Journal: The Service Industries Journal Pages: 19-34 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005001 File-URL: http://hdl.handle.net/10.1080/714005001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:19-34 Template-Type: ReDIF-Article 1.0 Author-Name: L. Rubalcaba Author-X-Name-First: L. Author-X-Name-Last: Rubalcaba Author-Name: D. Gago Author-X-Name-First: D. Author-X-Name-Last: Gago Title: Relationships between Services and Competitiveness: The Case of Spanish Trade Abstract: This article establishes a conceptual framework of the relationships between competitiveness and services, necessarily different from the one existing between competitiveness and manufacturing industry. As a case study, empirical analysis of trade market shares in relation to effective real exchange rate is carried out. This enables us to show how the Kaldor paradox does not have the same importance in services and in manufacturing industry and that it also varies from one branch to another within the service sector. The link between the competitive positions of Spanish services - such as tourism - and cost factors, which partly explain their competitive capacity, does not always correspond to what could be expected. Journal: The Service Industries Journal Pages: 35-62 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005000 File-URL: http://hdl.handle.net/10.1080/714005000 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:35-62 Template-Type: ReDIF-Article 1.0 Author-Name: P-Y. Léo Author-X-Name-First: P-Y. Author-X-Name-Last: Léo Author-Name: J. Philippe Author-X-Name-First: J. Author-X-Name-Last: Philippe Title: Internationalisation of Service Activities in the Haute-Garonne Abstract: Business service activities are more and more concerned with the internationalisation of their markets. Besides the well known examples of large global service firms, this process is also affecting an ever growing number of small-sized enterprises now acting at the international level. This article presents some empirical results from an original survey conducted in a French region with the Toulouse Chamber of Commerce. It shows the recent extent of the opening towards foreign markets, which concerns particularly the professional services. Business service firms having developed an international market activity (whether exporting by themselves or acting indirectly through local affiliates) belong mainly to three major types of activities: technical consultancy (including software industries and engineering), management consultancy (including also advertising, commercial intelligence and human resources consulting) and logistics (transportation and related activities). Most of them have begun without any local investment but have now developed different kinds of networks which are discussed in the article. Others remain 'pure' exporters exclusively relying on new telecommunication means to maintain relationships with their clients abroad. The survey reveals that small professional services firms are using original methods to cope with the difficulties of international service markets. Journal: The Service Industries Journal Pages: 63-80 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005004 File-URL: http://hdl.handle.net/10.1080/714005004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:63-80 Template-Type: ReDIF-Article 1.0 Author-Name: J.N. Larsen Author-X-Name-First: J.N. Author-X-Name-Last: Larsen Title: Knowledge, Human Resources and Social Practice: The Knowledge-Intensive Business Service Firm as a Distributed Knowledge System Abstract: The knowledge base of firms is intrinsically linked to the knowledge of their employees. This is particularly the case in knowledge-intensive business services, where the production of services is almost entirely dependent on the ability of the firm to make use of the knowledge of the employees. Applying a distributed knowledge system view of the firm helps us understand that how knowledge is created is more important than what knowledge the firm and its employees have. This article presents findings from a case study of a large Danish knowledge-intensive business service firm. It turns out that knowledge not only resides in the minds of individual employees but also that it is constructed in the social interaction between members of teams. Journal: The Service Industries Journal Pages: 81-102 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714004998 File-URL: http://hdl.handle.net/10.1080/714004998 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:81-102 Template-Type: ReDIF-Article 1.0 Author-Name: J.R. Cuadrado-Roura Author-X-Name-First: J.R. Author-X-Name-Last: Cuadrado-Roura Title: Business Cycle and Service Industries: General Trends and the Spanish Case Abstract: Economic literature on business cycles has been paying increasing attention to the relationships between business cycles and service industries growth in modern economies. This article analyses the main stylised facts observed in some advanced economies, the behaviour of the service sector and its possible contribution to the business cycles stabilisation. The Spanish economy is taken as an interesting case-study, given the speed at which the tertiarisation process has taken place in that country. Far from considering the service sector as an homogeneous group of activities, the article pays particular attention to the cyclical differences existing between market services and non-market services. The analysis of volatility and coherence level of these activities over time enables the clarification of some aspects of the Spanish economy fluctuations. In addition, factors which might have influenced the level of volatility of the service sector are also considered. The possible impact of some demand and supply factors on the lower level of services fluctuation compared to the industrial activities, provides clarifying elements and future research topics to be more deeply analysed. Journal: The Service Industries Journal Pages: 103-122 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005005 File-URL: http://hdl.handle.net/10.1080/714005005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:103-122 Template-Type: ReDIF-Article 1.0 Author-Name: J.L. Navarro Author-X-Name-First: J.L. Author-X-Name-Last: Navarro Author-Name: J.A. Camacho Author-X-Name-First: J.A. Author-X-Name-Last: Camacho Title: Productivity of the Service Sector: A Regional Perspective Abstract: In this article we analyse the evolution of productivity in the service sector for the Spanish Regions during the period 1986-94. The study environment has been limited to marketed services. Within this group of activities, we set out an analysis for different branches of activity - credit and insurance, transports and communications, and other marketed services. The methodology used includes tools such as data envelopment analysis to measure technical efficiency, the Malmquist indexes to determine the evolution of the productive change and the break-up of total efficiency into intra-sectorial efficiency and composition efficiency. The results at a national level show a tendency to drop of total efficiency until 1990 and a later recovery until the end of the analysed period. This evolution is explained by the behaviour of the composition efficiency, while the intra-sectorial efficiency maintains quite a uniform growth in this period. Journal: The Service Industries Journal Pages: 123-148 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714004999 File-URL: http://hdl.handle.net/10.1080/714004999 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:123-148 Template-Type: ReDIF-Article 1.0 Author-Name: K. Ennis Author-X-Name-First: K. Author-X-Name-Last: Ennis Author-Name: D. Harrington Author-X-Name-First: D. Author-X-Name-Last: Harrington Title: Quality Management in Irish Healthcare Abstract: This article reports the findings from a quantitative research study of quality management within the Irish Healthcare Sector. The survey results indicate that quality management has not fully permeated the sector although indications are that interest is growing in adopting this approach. The study revealed that, for all the hospitals, an aim to improve the quality of care delivered was the predominant factor for the uptake of quality. The findings suggest that even though quality management is in its infancy within the sector a substantial number of responding organisations reported that their programmes have been reasonably successful with patient satisfaction and quality awareness increasing as a result. Journal: The Service Industries Journal Pages: 149-168 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005002 File-URL: http://hdl.handle.net/10.1080/714005002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:149-168 Template-Type: ReDIF-Article 1.0 Author-Name: J.R. Bryson Author-X-Name-First: J.R. Author-X-Name-Last: Bryson Title: Services and Internationalisation: Annual Report on the Progress of Research into Service Activities in Europe in 1998 Journal: The Service Industries Journal Pages: 227-240 Issue: 1 Volume: 21 Year: 2001 Month: 1 X-DOI: 10.1080/714005006 File-URL: http://hdl.handle.net/10.1080/714005006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:1:p:227-240 Template-Type: ReDIF-Article 1.0 Author-Name: K.J. Klassen Author-X-Name-First: K.J. Author-X-Name-Last: Klassen Author-Name: T.R. Rohleder Author-X-Name-First: T.R. Author-X-Name-Last: Rohleder Title: Combining Operations and Marketing to Manage Capacity and Demand in Services Abstract: Although profitability is generally increased when services do well at matching demand and capacity, service managers continue to struggle in this area. This article summarises major demand and capacity management literature from both operations and marketing fields with the view to combine the knowledge into a pragmatically based framework. The primary focus is on services that cannot schedule customers (e.g., banks, supermarkets), since these provide the greatest challenge for demand management. Narrowing this further, the article gives preference to work that has information useful to promote future modelling efforts. Journal: The Service Industries Journal Pages: 1-30 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005019 File-URL: http://hdl.handle.net/10.1080/714005019 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:1-30 Template-Type: ReDIF-Article 1.0 Author-Name: A. Godley Author-X-Name-First: A. Author-X-Name-Last: Godley Author-Name: S.R. Fletcher Author-X-Name-First: S.R. Author-X-Name-Last: Fletcher Title: International Retailing in Britain, 1850-1994 Abstract: Drawing on a new database, this article presents a near-comprehensive list of foreign firms active in British retailing from 1850 to 1979. Used in conjunction with other readily available sources, this data enables us to estimate the total stock of foreign entrants in British retailing from 1850 to 1994. Journal: The Service Industries Journal Pages: 31-46 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005017 File-URL: http://hdl.handle.net/10.1080/714005017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:31-46 Template-Type: ReDIF-Article 1.0 Author-Name: Gardener Author-X-Name-First: Author-X-Name-Last: Gardener Author-Name: Molyneux Author-X-Name-First: Author-X-Name-Last: Molyneux Author-Name: Moore Author-X-Name-First: Author-X-Name-Last: Moore Title: The Impact of the Single Market Programme on EU Banking Abstract: Select findings from a recent research project on EU credit institutions and banking are summarised. This project was part of a major review of the Single Market undertaken during 1996 by the European Commission; 39 separate reports within this review constituted the first extensive analysis of the impact and effectiveness of the Single Market Programme (SMP). A variety of research techniques were deployed in order to assess the impact of the SMP on the performance and strategic reactions of the banking and credit sector. A major finding is that the SMP appears to have been a significant contributory factor in shaping a new, more market-orientated strategic mindset by EU bankers. In particular the focal point of banking strategies has shifted away from collusion and regulatory capture towards competition and a greater emphasis on the role and demands of the external market. Journal: The Service Industries Journal Pages: 47-70 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005016 File-URL: http://hdl.handle.net/10.1080/714005016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:47-70 Template-Type: ReDIF-Article 1.0 Author-Name: C. Storey Author-X-Name-First: C. Author-X-Name-Last: Storey Author-Name: D. Kelly Author-X-Name-First: D. Author-X-Name-Last: Kelly Title: Measuring the Performance of New Service Development Activities Abstract: The aim of this research was to investigate how service firms evaluate their new service development (NSD) activities. A survey of marketing managers in UK service firms was used to elicit information on two subject areas. First, the firm's approach to NSD, its strategy, and the scope of its activity in this area. Second, the firm's approach to measuring performance at both the project and the programme level. It was found that although new services are an important source of revenue for most, firms are still not satisfied with their ability to develop new services. On the whole, service firms employ a limited number of measures of performance, and often these do not reflect the reasons behind development. Significantly, financial measures of performance are most often used by less innovative firms, fast followers employ customer-based measures of performance, and truly innovative firms measure performance along a number of softer internal dimensions. The management implications of these findings are discussed. Journal: The Service Industries Journal Pages: 71-90 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005018 File-URL: http://hdl.handle.net/10.1080/714005018 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:71-90 Template-Type: ReDIF-Article 1.0 Author-Name: P-Y. Léo Author-X-Name-First: P-Y. Author-X-Name-Last: Léo Author-Name: J. Philippe Author-X-Name-First: J. Author-X-Name-Last: Philippe Title: Offer of Services by Goods Exporters: Strategic and Marketing Dimensions Abstract: Associating services to goods in foreign markets seems to be a very real trend among French exporters. Even if it concerns less than one third of them, it seems to endow them with additional dynamism in these markets. The services which are the most closely linked to the product (after-sales services, technical assistance, transportation, machine setting or maintenance services) are the more commonly provided by exporters. 70 per cent of them add more than one single kind of service to their product. The mainspring of this 'tertiarisation' is the complexity of the product which concerns sectors to very differing degrees. The firm's level of organisation (rather than its size) and its type of exportation are also relevant. Two prevailing logics of product services have been identified: one is the technical environment of the product, the other its logistic environment. The former is closely related to the complexity of products (capital goods) while the latter primarily concerns the other sectors. Marketing objectives are mainly aiming at clients' satisfaction. Less frequent but significant are also some tertiary diversification strategies whereas geographical ones ('tertiarising' in some countries only) are very unusual. For nearly 60 per cent of the concerned firms, 'tertiarisation' of exports remains above all a cost, but some obtain new incomes from tertiary activity: when of course the service offer is conceived, from the beginning, as a branching out into the tertiary sector, but also when the tertiary environment of the product becomes more and more complete. Journal: The Service Industries Journal Pages: 91-116 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005023 File-URL: http://hdl.handle.net/10.1080/714005023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:91-116 Template-Type: ReDIF-Article 1.0 Author-Name: Marshall Author-X-Name-First: Author-X-Name-Last: Marshall Author-Name: Lewis Author-X-Name-First: Author-X-Name-Last: Lewis Author-Name: Belt Author-X-Name-First: Author-X-Name-Last: Belt Author-Name: Richardson Author-X-Name-First: Author-X-Name-Last: Richardson Author-Name: Parkinson Author-X-Name-First: Author-X-Name-Last: Parkinson Title: The Impact of Organisational and Technological Change on Women's Employment in the Civil Service Abstract: The article examines the impact of organisational and technological changes on women's employment in the civil service during the last two decades. It highlights three main trends. 1) The dominant negative trend is towards the rationalisation, intensification and casualisation of junior administrative and clerical employment in which women predominate. 2) The establishment of agencies at arms length from the rest of the civil service is also encouraging greater variability in equal opportunities policies and blunting their operation. 3) On a more positive note, women's employment experiences are becoming more diverse as more women rise up the occupational hierarchy into middle management, and opportunities for such promotion increase. Journal: The Service Industries Journal Pages: 137-158 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005020 File-URL: http://hdl.handle.net/10.1080/714005020 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:137-158 Template-Type: ReDIF-Article 1.0 Author-Name: J.K. Ashton Author-X-Name-First: J.K. Author-X-Name-Last: Ashton Title: Cost Efficiency Characteristics of British Retail Banks Abstract: In this article the cost efficiency characteristics of the British retail-banking sector are investigated. Distribution-free cost efficiency, economies of scale, economies of scope and cost complementarities are all measured. The study employs a one way fixed effects model with a translog specification of productive technology. Both 'production' and 'intermediation' models of bank production are employed and contrasted. Overall, increasing and a low level of dispersion of cost efficiency are observed in this most important commercial sector. Journal: The Service Industries Journal Pages: 159-174 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005022 File-URL: http://hdl.handle.net/10.1080/714005022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:159-174 Template-Type: ReDIF-Article 1.0 Author-Name: F. McIntyre Author-X-Name-First: F. Author-X-Name-Last: McIntyre Author-Name: N. Coe Author-X-Name-First: N. Author-X-Name-Last: Coe Author-Name: S. Ellis Author-X-Name-First: S. Author-X-Name-Last: Ellis Title: Book Reviews Abstract: Author: BOELLA, M.J.; Human Resource Management in the Hospitality Industry; Reviewer: Arthur Ingram; Author: HANSON, WARD; Principles of Internet Marketing; Reviewer: John R. O'Malley Journal: The Service Industries Journal Pages: 191-194 Issue: 2 Volume: 21 Year: 2001 Month: 4 X-DOI: 10.1080/714005021 File-URL: http://hdl.handle.net/10.1080/714005021 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:191-194 Template-Type: ReDIF-Article 1.0 Author-Name: Y-M. Hsieh Author-X-Name-First: Y-M. Author-X-Name-Last: Hsieh Author-Name: A-T. Hsieh Author-X-Name-First: A-T. Author-X-Name-Last: Hsieh Title: Enhancement of Service Quality with Job Standardisation Abstract: This empirical study examines the relationship between job standardisation and service quality. Data used herein comes from service contact-employees and customers at 105 branches of 35 service-oriented firms in Taiwan. Results obtained from three different levels of data, i.e. service contact-employees, customers and branches, indicate that job standardisation is positively related to the perception of service quality. This finding corresponds to a conceptual model of service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In addition, we speculate that service contact-employees meet with situations involving task uncertainty that moderate the relation between job standardisation and service quality as perceived by customers; however, this hypothesis is not supported by our empirical results. Furthermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences. Journal: The Service Industries Journal Pages: 147-166 Issue: 3 Volume: 21 Year: 2001 Month: 7 X-DOI: 10.1080/714005029 File-URL: http://hdl.handle.net/10.1080/714005029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:3:p:147-166 Template-Type: ReDIF-Article 1.0 Author-Name: C. Desai Author-X-Name-First: C. Author-X-Name-Last: Desai Author-Name: K. Fletcher Author-X-Name-First: K. Author-X-Name-Last: Fletcher Author-Name: G. Wright Author-X-Name-First: G. Author-X-Name-Last: Wright Title: Drivers in the Adoption and Sophistication of Database Marketing in the Services Sector Abstract: Database Marketing has emerged as the technological means of achieving competitive advantage through the development and retention of customer relationships, but not all companies in the services sector have been successful in moving beyond operational benefits to strategic use. This article presents key empirical findings on the relationship between the degree of both marketing and information orientation within an organisation and the use and sophistication of Database Marketing. The use of a cross industry sample of four UK industries namely; the financial services industry, the retail industry, the travel industry and the performing arts industry provides generalisable insights into how firms can make the most out of their Database Marketing investments. Our findings suggest that a marketing orientation is important to the adoption and sophistication of Database Marketing applications, but only in so far as it is not already developed in the industry. It is information orientation that is critical, particularly in developing sophistication. Once using Database Marketing, those service organisations with the greatest level of information orientation will be best placed to develop fully the strategic aspects of Database Marketing. Journal: The Service Industries Journal Pages: 17-32 Issue: 4 Volume: 21 Year: 2001 Month: 10 X-DOI: 10.1080/714005042 File-URL: http://hdl.handle.net/10.1080/714005042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:4:p:17-32 Template-Type: ReDIF-Article 1.0 Author-Name: F. McIntyre Author-X-Name-First: F. Author-X-Name-Last: McIntyre Author-Name: N. Coe Author-X-Name-First: N. Author-X-Name-Last: Coe Author-Name: S. Ellis Author-X-Name-First: S. Author-X-Name-Last: Ellis Title: Special Book Reviews Abstract: Some Foundation Stones of Service Research by John R. Bryson; Reconceptualizing 'Industrial Geography': On My Service Industries Trajectory by William B. Beyers; Author: Greenfield, H.I.; Manpower and the Growth of Producer Services; Reviewer: Peter Daniels; The Classic Work in Geographical Service Research; Author: Christaller, Walter; Die zentralen Orte in Süddeutschland, trans. as Central Places in Southern Germany; Reviewer: Sven Illeris; Christaller Revisited: Reconsidering Christaller's Analysis of Services and Central Places; Author: Christaller, Walter; Die zentralen Orte in Süddeutschland; Author: Christaller, Walter; Die Hierarchie der Stadte; Reviewer: Peter Sjøholt: Journal: The Service Industries Journal Pages: 191-200 Issue: 4 Volume: 21 Year: 2001 Month: 10 X-DOI: 10.1080/714005041 File-URL: http://hdl.handle.net/10.1080/714005041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:21:y:2001:i:4:p:191-200 Template-Type: ReDIF-Article 1.0 Author-Name: S. Illeris Author-X-Name-First: S. Author-X-Name-Last: Illeris Author-Name: G. Akehurst Author-X-Name-First: G. Author-X-Name-Last: Akehurst Title: Introduction Journal: The Service Industries Journal Pages: 1-3 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005061 File-URL: http://hdl.handle.net/10.1080/714005061 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:1-3 Template-Type: ReDIF-Article 1.0 Author-Name: W.B. Beyers Author-X-Name-First: W.B. Author-X-Name-Last: Beyers Title: Culture, Services and Regional Development Abstract: Household consumption patterns in the United States have undergone considerable restructuring in recent years, including a significant expansion of spending on goods and services related to culture, leisure, sports and the arts. This shift is related to rising real incomes, increases in leisure time, and demographic changes. Spending on related travel, lodging and food has resulted in even larger outlays related to culture, which now accounts for about 10 per cent of US employment. However, development of these sectors is often problematic from a regional development perspective. Employment in some cultural industries is bifurcated into a small population of highly paid professionals and a large cohort of part time or contract labour earning modest incomes. Income leakages are significant in some sectors, as are redistributions of income needed to finance operation and capital costs. Research is needed on many dimensions associated with the increasing importance of these activities, including their geography and the bases for the growing demand for these goods and services. Journal: The Service Industries Journal Pages: 4-34 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005056 File-URL: http://hdl.handle.net/10.1080/714005056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:4-34 Template-Type: ReDIF-Article 1.0 Author-Name: E. Rémy Author-X-Name-First: E. Author-X-Name-Last: Rémy Author-Name: S. Kopel Author-X-Name-First: S. Author-X-Name-Last: Kopel Title: Social Linking and Human Resources Management in the Service Sector Abstract: Since the 1990s, the service sector has been searching for new ways to make a difference. At the same time a need for social linking has emerged from the consumer society. So, the first part of this trans-disciplinary article is devoted to the relevance of grouping together within a single concept the elements of a service which create a social link. The role of the contact staff in the functioning of this concept is a central one, so the second part will try to pinpoint the implications of this socialising process on Human Resources Management policy. Journal: The Service Industries Journal Pages: 35-56 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005060 File-URL: http://hdl.handle.net/10.1080/714005060 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:35-56 Template-Type: ReDIF-Article 1.0 Author-Name: B. Venard Author-X-Name-First: B. Author-X-Name-Last: Venard Title: Organisational Change in Service Multinationals: From Radical Change to Destabilisation Abstract: Despite the importance of services in the world economy and the present trend toward internationalisation, the amount of research on the internationalisation of services is relatively small. Nevertheless, many service enterprises are currently trying to expand their activities at a world level. Many examples in services could be described through the strategic policies oriented toward this internationalisation. One of the means of internationalisation for any service enterprise is to take advantage of the world privatisation process, and to acquire a given company in a foreign market. In this case, the literature has been clear on the difficulties in incorporating any targeted enterprise within a multinational. In the process of internationalisation through external opportunities, one major element of success is clearly to be able to achieve radical organisational change in the acquired enterprise. This is specifically true in countries facing rapid transformation, such as transition economies. The purpose of this paper is to understand the influence of various change factors on positive perception of change, in taking the example employees' perception in services companies. The methodology of this research is quantitative, with the use of 369 questionnaires received from employees of 2 multinationals in Hungary (the survey was carried out in November and December 1999). One of the innovations of the research is to access the perception of organisational change in service enterprises from the point a view of employees, at all hierarchical levels. Journal: The Service Industries Journal Pages: 57-76 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005059 File-URL: http://hdl.handle.net/10.1080/714005059 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:57-76 Template-Type: ReDIF-Article 1.0 Author-Name: M. Stare Author-X-Name-First: M. Author-X-Name-Last: Stare Title: The Pattern of Internationalisation of Services in Central European Countries Abstract: The extent of internationalisation of services in Central European Countries (CEC) is low, due to poor competitiveness of the service sector and due to the lack of experience in foreign markets. Service exports and outward foreign direct investment (OFDI) by the service sector from Slovenia, Czech Republic and Hungary are explored. Theoretically, the analysis builds on the sequential pattern of internationalisation taking due account of specific service characteristics. Emphasis is given to the main features of outward foreign direct investment by the CEC service firms. Empirical evidence reveals that CEC' service firms are gradually entering investment abroad and that institutional and cultural dimensions bear strong influence on geographical distribution of OFDI. Journal: The Service Industries Journal Pages: 77-91 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005062 File-URL: http://hdl.handle.net/10.1080/714005062 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:77-91 Template-Type: ReDIF-Article 1.0 Author-Name: E.M. Alcón Author-X-Name-First: E.M. Author-X-Name-Last: Alcón Author-Name: P.G. Quiñones Author-X-Name-First: P.G. Author-X-Name-Last: Quiñones Author-Name: L.R. Bermejo Author-X-Name-First: L.R. Author-X-Name-Last: Bermejo Title: Household Services in Spain: Some Key Explanatory Factors Abstract: Family consumption is one of the main factors explaining the growth of the service economy. This article first describes service consumption trends in Spanish households between 1980 and 1997, both at an aggregated and category level, and analyses differences by family type. In addition, an econometric model based on the Heckman two-step multivariate procedure is used to estimate how socio-economic factors affect service consumption. In particular, attention is paid to household income, human capital, female labour conditions and vital cycle. Hypotheses are founded on household production theories. Information came from microdata of Spanish family budget surveys. Results show that household income is not the sole significant factor explaining service consumption. An outstanding and positive relationship is identified between female labour conditions and use of time-saving services. Journal: The Service Industries Journal Pages: 92-121 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005057 File-URL: http://hdl.handle.net/10.1080/714005057 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:92-121 Template-Type: ReDIF-Article 1.0 Author-Name: P-Y. Léo Author-X-Name-First: P-Y. Author-X-Name-Last: Léo Author-Name: J. Philippe Author-X-Name-First: J. Author-X-Name-Last: Philippe Title: Retail Centres: Location and Consumer's Satisfaction Abstract: Analysts rarely consider that commercial malls offer a global service to the consumer. It is commonly assumed that the consumers' decision concerning the place they choose usually for shopping depends essentially on the distance to the mall. This paper shows that, for such decisions, the consumer's satisfaction (an indicator widely used for evaluating the quality of a service) plays at least an equally important role in metropolitan areas where commercial zones are numerous enough to lead consumers to choice decisions. How the consumer builds up his/her satisfaction is the second point of this article. Different aspects (perception of shopping possibilities, expected pricing practices, general global environment) of each commercial zone do combine in the consumer's mind producing satisfaction or dissatisfaction. In these combinations, access conditions appear clearly to play a secondary role. It confirms that the two variables (access and satisfaction) are independently assessed by consumers. The city centre pedestrian streets are generally evaluated by the consumers with the same criteria as the outer commercial malls but they differ on some important aspects. These differences distinctly arise from specific consumers expectations towards the two kinds of commercial zones. Journal: The Service Industries Journal Pages: 122-146 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005055 File-URL: http://hdl.handle.net/10.1080/714005055 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:122-146 Template-Type: ReDIF-Article 1.0 Author-Name: E.C-C. Shiu Author-X-Name-First: E.C-C. Author-X-Name-Last: Shiu Author-Name: J.A. Dawson Author-X-Name-First: J.A. Author-X-Name-Last: Dawson Title: Cross-national Consumer Segmentation of Internet Shopping for Britain and Taiwan Abstract: Internet shopping is overwhelmingly predicted to grow although opinion differs on the pace of growth. Growth is anticipated particularly for those countries with a large number of Internet users. One reason for this prediction of growth is the assertion that the Internet is an internationalised product or idea that appeals to a cross-national consumer segment who possess common personal characteristics and exhibit similar Internet shopping behaviour. This article explores this assertion. The article integrates the two conventional approaches to Internet consumer research, i.e. within-country analysis and between-country analysis, to search for a cross-national consumer segment group. Britain and Taiwan are selected for conducting this cross-national study. National survey data sets collected for each of the two countries are used. Intra-country analysis shows that demographic structures of Internet shoppers respectively in Britain and Taiwan are quite different. Internet shoppers can be segmented more clearly by gender and age in Britain than in Taiwan. On the other hand, occupation, income and region of residence are more influential in the 'digital shopping divide' in Taiwan than in Britain. The inter-country analysis indicates that a higher proportion of the population made online purchase in Britain than in Taiwan. Across six demographic variables and one country variable used for the pan-country analysis, it is found that only the country variable is significant at 99 per cent confidence level. This suggests that, on the basis of demographics, between-country difference is more influential than within-country difference. Thus it is suggested that national cultural dimensions are more important than global technologies in characterising the use of the Internet for shopping in its early adoption stage. Journal: The Service Industries Journal Pages: 147-166 Issue: 1 Volume: 22 Year: 2002 Month: 1 X-DOI: 10.1080/714005058 File-URL: http://hdl.handle.net/10.1080/714005058 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:1:p:147-166 Template-Type: ReDIF-Article 1.0 Author-Name: T. Mittilä Author-X-Name-First: T. Author-X-Name-Last: Mittilä Author-Name: R. Järvinen Author-X-Name-First: R. Author-X-Name-Last: Järvinen Author-Name: A-M. Järvinen Author-X-Name-First: A-M. Author-X-Name-Last: Järvinen Title: Cut-off Process in Reinsurance Relationships Abstract: The article reports empirical research into the cut-off processes in reinsurance. The framework is based on Mittilä's [2000] Relation Trine Model. In this model evaluation together with bargaining and negotiation play a central role. The empirical part consists of two cases. Special emphasis is given to collective bargaining processes in the dissolution of relationships. The results of the analyses suggest that the model, originally created for analysing industrial business-to-business relationships with elements of both services and goods, is also applicable to the service sector Journal: The Service Industries Journal Pages: 15-36 Issue: 3 Volume: 22 Year: 2002 Month: 7 X-DOI: 10.1080/714005082 File-URL: http://hdl.handle.net/10.1080/714005082 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:3:p:15-36 Template-Type: ReDIF-Article 1.0 Author-Name: C.C. Williams Author-X-Name-First: C.C. Author-X-Name-Last: Williams Title: Beyond the Retail Store: An Evaluation of Goods Acquisition Practices in British Deprived Urban Neighbourhoods Abstract: The aim of this article is to evaluate the extent to which households acquire goods beyond the retail store. To do this, case study evidence is presented of how 400 households in deprived urban neighbourhoods of two British cities acquire six goods with varying unit costs. This reveals not only their widespread dependency on modes of goods acquisition beyond the retail store but also, contrary to contemporary consumption studies, how this is a result of their lack of choice rather than a matter of choice. The article concludes by examining the policy implications of these findings. Journal: The Service Industries Journal Pages: 37-51 Issue: 3 Volume: 22 Year: 2002 Month: 7 X-DOI: 10.1080/714005081 File-URL: http://hdl.handle.net/10.1080/714005081 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:3:p:37-51 Template-Type: ReDIF-Article 1.0 Author-Name: Sven Illeris Author-X-Name-First: Sven Author-X-Name-Last: Illeris Title: Are Service Jobs as Bad as Theory Says? Some Empirical Findings from Denmark Abstract: A broad study of employment and skills in Danish services, based on both statistical data and qualitative methods, indicates that skills in services are generally higher than in manufacturing, and that there is a clear tendency towards upskilling. In service work, personal qualities are often more important than professional skills. Many people work in jobs which require different - often higher - skills than they have been formally educated for. High-skill jobs in services are primarily considered good if the work is interesting, while salary level and career opportunities count less. Many of these findings are contrary to conventional labour market theory. Journal: The Service Industries Journal Pages: 1-18 Issue: 4 Volume: 22 Year: 2002 Month: 10 X-DOI: 10.1080/714005095 File-URL: http://hdl.handle.net/10.1080/714005095 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:4:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Sven Illeris Author-X-Name-First: Sven Author-X-Name-Last: Illeris Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Introduction Journal: The Service Industries Journal Pages: 1-3 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300742 File-URL: http://hdl.handle.net/10.1080/02642060412331300742 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:1-3 Template-Type: ReDIF-Article 1.0 Author-Name: William Beyers Author-X-Name-First: William Author-X-Name-Last: Beyers Title: On the geography of the new economy: perspectives from the United States Abstract: The phrase ‘new economy’ has recently become embraced by the federal statistical establishment in the United States. The rise in productivity levels in the US economy in the 1990s has been increasingly associated with particular industries and types of capital goods, which have been found to enhance the overall productivity of the national economy. This paper documents the regional distribution of industries considered to be critical in this new phase in US economic history. The federal statistical agencies have identified key sectors associated with this change in the national trajectory of production, and information-technology-related sectors are at the core of these definitions. In particular, IT-producing and IT-using industries are viewed as critical to the development of the new economy. This analysis finds the IT-producing industries are more unevenly distributed than the IT-using industries. Over the 1990--1997 time period, the IT-producing industries became more unevenly distributed, while IT-using industries exhibited a pattern of in-fill, growing more rapidly in regions with weak concentration of these industries in 1990. Journal: The Service Industries Journal Pages: 4-26 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300752 File-URL: http://hdl.handle.net/10.1080/02642060412331300752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:4-26 Template-Type: ReDIF-Article 1.0 Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Title: The scope for E-Commerce in central and eastern European countries' services trade Abstract: The general attitude on the potential for e-commerce in services trade is rather enthusiastic and emphasises extraordinary opportunities for its expansion. The Internet extends the scope of services, which are tradable and transforms local services into internationally tradable ones. This article argues that countries which rely on high quality e-tradable services are in a better position to take advantage of e-commerce in services trade than those, which rely on location-bound services. It is examined to what extent the characteristics of central and eastern European countries' services export portfolio determine the potential of these countries for the expansion of services exports through e-commerce. Journal: The Service Industries Journal Pages: 27-42 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300762 File-URL: http://hdl.handle.net/10.1080/02642060412331300762 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:27-42 Template-Type: ReDIF-Article 1.0 Author-Name: Anne Aguilera Author-X-Name-First: Anne Author-X-Name-Last: Aguilera Title: Service relationship, market area and the intrametropolitan location of business services Abstract: Drawing on the results of a survey conducted in the Lyon metropolitan area (France), this article shows that the localisation strategies of business services within a metropolitan area depend on the nature of the relationship between the service provider and the customer and the size of the market area. When face-to-face meetings with customers are required, those activities which sell their services within the metropolitan area attempt to locate near their market and those whose customers are essentially outside the metropolitan area choose the centre because of its easy access to motorways, the TGV station and the airport. Otherwise, an accessible peripheral site can be perfectly suitable, whatever the firm's market area. Journal: The Service Industries Journal Pages: 43-58 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300772 File-URL: http://hdl.handle.net/10.1080/02642060412331300772 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:43-58 Template-Type: ReDIF-Article 1.0 Author-Name: John Bryson Author-X-Name-First: John Author-X-Name-Last: Bryson Author-Name: Christine Wellington Author-X-Name-First: Christine Author-X-Name-Last: Wellington Title: Image consultancy in the United Kingdom: recipe knowledge and recreational employment Abstract: A person's image incorporates three principal elements: how you look, sound and present yourself. Alterations in the world of work have increased the importance of image in the work place and have created a demand for a new form of recipe knowledge -- impression management. This has encouraged the formation of specialist image consultancy companies, as well as the development of new techniques of image construction and management. This article provides an analysis of the image consultancy industry in the United Kingdom. It explores the geography of the industry, motivations for establishing an image consultancy firm, the networks consultants develop and the methods of client acquisition. The results of a postal survey of image consultants are reported. Journal: The Service Industries Journal Pages: 59-76 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300782 File-URL: http://hdl.handle.net/10.1080/02642060412331300782 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:59-76 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Rubalcaba Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Author-Name: David Gago Author-X-Name-First: David Author-X-Name-Last: Gago Title: Regional concentration of innovative business services: testing some explanatory factors at European regional level Abstract: This article explores the role of some traditional locational factors in explaining business services concentration at the European regional level. The link between (mainly innovative) business services and income, density, the role of the service economy or qualifications, among other variables, is assessed using specialisation indexes and multiple regression analysis for regions belonging to five European countries. Results show that the influence of locational determinants varies a great deal depending on the type of service, the region and country considered, and the presence of capital regions. This latter conclusion emphasises the importance of national differences and service peculiarities (not all innovative services behave in the same way) as explanatory factors. Journal: The Service Industries Journal Pages: 77-94 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300792 File-URL: http://hdl.handle.net/10.1080/02642060412331300792 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:77-94 Template-Type: ReDIF-Article 1.0 Author-Name: Markus Scheuer Author-X-Name-First: Markus Author-X-Name-Last: Scheuer Title: The international competitiveness of German consulting engineering: results of an international benchmarking study Abstract: German consulting engineering firms currently face great difficulties in competing in globalised markets. They are comparatively small. This article asks what the reasons for this situation are and whether there are options for political assistance to help the trade -- perhaps Germany can learn from other countries -- and describes the results of a benchmarking study which compares the situation of German firms with that of companies in the US, UK and France. The factors that may possibly be important for international competitiveness are analysed. The main result of the study is that the present weakness of German consulting engineering is caused by their lack of adaptation to the needs of the new globalised markets. German firms suffer now from the rather good and secure business opportunities which they have enjoyed during the phase of ‘Aufbau Ost’ in eastern Germany in the 1990s. They have somewhat missed the restructuring that became necessary. Hence, German consulting engineering has to do the bulk of restructuring itself in order to become competitive again. Journal: The Service Industries Journal Pages: 95-118 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300802 File-URL: http://hdl.handle.net/10.1080/02642060412331300802 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:95-118 Template-Type: ReDIF-Article 1.0 Author-Name: Sharmistha Bagchi-Sen Author-X-Name-First: Sharmistha Author-X-Name-Last: Bagchi-Sen Title: An empirical analysis of migration in information-intensive work in the United States Abstract: The purpose of this study is threefold: to analyse the metropolitan origin and destination patterns of movers in information-intensive work, to examine the demographic and work characteristics of movers, and to determine the odds of an intermetropolitan move as opposed to an intrametropolitan move based on demographic and work characteristics. In this study, two industry categories (high technology manufacturing and advanced producer services) and one occupation category (engineers) are used as surrogates of information-intensive work. A much larger portion of moves are usually intrametropolitan as opposed to intermetropolitan. The data for the analysis were collected from Public Use Micro Sample data files of the 1990 US census. The findings show the dominance of large metropolitan areas as major origins and destinations; however, the importance of existing and emerging high tech agglomerations cannot be ignored. Selected findings of the determinants of migration show that males, whites, advanced degree holders, never-married persons are more likely to move compared to females, nonwhites, college degree holders and/or married persons. Findings also show the importance of producer services in the geographic mobility of females. However, in general, more female movers are in technical occupations and more male movers are executives and professionals. The research findings also show variations in terms of demographic and work characteristics across information-intensive work and metropolitan move categories despite the similarities in origin and destination patterns. Journal: The Service Industries Journal Pages: 136-166 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300822 File-URL: http://hdl.handle.net/10.1080/02642060412331300822 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:136-166 Template-Type: ReDIF-Article 1.0 Author-Name: Catherine Madrid Author-X-Name-First: Catherine Author-X-Name-Last: Madrid Title: Importance of service for manufacturers: conclusions of an empirical study Abstract: This article proposes a conceptual framework for co-operation strategies in industrial channels: the service relationship. A manufacturer may develop into an industrial distributor; the author proposes a typology of service strategies based on observation of French small and medium sized enterprises. The impact of these strategies on supremacy and co-operation mechanisms is then examined. Journal: The Service Industries Journal Pages: 167-194 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300832 File-URL: http://hdl.handle.net/10.1080/02642060412331300832 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:167-194 Template-Type: ReDIF-Article 1.0 Author-Name: M.C. Monnoyer Author-X-Name-First: M.C. Author-X-Name-Last: Monnoyer Title: The RESER survey of service literature, 1996--2001: new information and communication technologies and services. A synthesis from eight national reports Journal: The Service Industries Journal Pages: 195-221 Issue: 1 Volume: 23 Year: 2003 Month: 1 X-DOI: 10.1080/02642060412331300842 File-URL: http://hdl.handle.net/10.1080/02642060412331300842 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:1:p:195-221 Template-Type: ReDIF-Article 1.0 Author-Name: Dirk Czarnitzki Author-X-Name-First: Dirk Author-X-Name-Last: Czarnitzki Author-Name: Alfred Spielkamp Author-X-Name-First: Alfred Author-X-Name-Last: Spielkamp Title: Business services in Germany: bridges for innovation Abstract: During the last 20 years, R&D and innovation activities in the service sector have clearly increased. In particular, business services are believed to be one of the main drivers of technical changes and economic progress. Looking at the labour indices calculated over the period from 1982 to 1996 one notices a remarkable increase of over 70 per cent for business services. About 8 per cent of total employment in West Germany is in business services. In particular, by taking advantage of information and communication technologies, knowledgeintensive business service firms increasingly play the role of ‘converters’ of technological information within the economy. They are providers, purchasers or partners in the context of innovation. A sound innovation capacity, especially knowledge, creativity, market and management skills, lets them become bridges for innovation. Journal: The Service Industries Journal Pages: 1-30 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300862 File-URL: http://hdl.handle.net/10.1080/02642060412331300862 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:1-30 Template-Type: ReDIF-Article 1.0 Author-Name: Chris Easingwood Author-X-Name-First: Chris Author-X-Name-Last: Easingwood Author-Name: Filipe Coelho Author-X-Name-First: Filipe Author-X-Name-Last: Coelho Title: Single versus multiple channel strategies: typologies and drivers Abstract: Companies across every industry are increasingly relying on multiple channels to make their services available to consumers. Despite the popularity of multiple channel strategies, little is known about these distribution structures. In fact, the determinants of multiple channel strategies have remained virtually unexplored. The purpose of this article is to look at various approaches to classifying single versus multiple channel strategies, to look at some of the drivers of multichannel usage and to propose a new classification of single/multiple channels. Using data from the retail financial services sector, the article demonstrates that research into the drivers of multi-channels is sensitive to the classification used. Journal: The Service Industries Journal Pages: 31-46 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300872 File-URL: http://hdl.handle.net/10.1080/02642060412331300872 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:31-46 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Peneder Author-X-Name-First: Michael Author-X-Name-Last: Peneder Author-Name: Serguei Kaniovski Author-X-Name-First: Serguei Author-X-Name-Last: Kaniovski Author-Name: Bernhard Dachs Author-X-Name-First: Bernhard Author-X-Name-Last: Dachs Title: What follows tertiarisation? structural change and the role of knowledge-based services Abstract: The rise of the service economy has been the predominant pattern of structural change in the twentieth century. This article investigates the driving forces behind the recent stages of this development. Focusing on international input—output data from the early 1970s to the 1990s, a decomposition analysis separates the quantitative impacts of demand, technology and trade-driven determinants of output growth. Our findings confirm the rise of knowledge-based services as the most dynamic component, thus strengthening the case for ‘quaternarisation’ as a process which is distinctly characterised by the substantial contribution of technological and organisational change to structural development. Journal: The Service Industries Journal Pages: 47-66 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300882 File-URL: http://hdl.handle.net/10.1080/02642060412331300882 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:47-66 Template-Type: ReDIF-Article 1.0 Author-Name: Edgar Hibbert Author-X-Name-First: Edgar Author-X-Name-Last: Hibbert Title: The new framework for global trade in services -- all about GATS Abstract: This article is concerned with the globalization of services, and specifically the impact of the new regulatory framework set up under the 1996 General Agreement on Trade in Services. The article sets out the organisation and protocols of GATS and their likely impact on global trade in services. The paper clarifies the role of GATS as not merely to ‘regulate’ trade in services, but to foster the global expansion in services under a fair, transparent set of rules, with procedures for recourse by those governments and enterprises which claim to have been unfairly discriminated against in one or other service sector. The article concludes with some interim comments on the impact and effectiveness of GATS on the business community, and the need for further research in the future. Journal: The Service Industries Journal Pages: 67-78 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300892 File-URL: http://hdl.handle.net/10.1080/02642060412331300892 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:67-78 Template-Type: ReDIF-Article 1.0 Author-Name: Leigh Sparks Author-X-Name-First: Leigh Author-X-Name-Last: Sparks Title: A catalogue of success? Argos and catalogue showroom retailing Abstract: With the exception of Argos, catalogue showroom retailing has not been a major success in Europe. Argos, founded in 1973 by the Green Shield stamp entrepreneur, Richard Tompkins, has grown to be one of Britain's leading retailers. Its corporate history, with two periods of independence and two periods as a business unit in a conglomerate, is of interest. Its innovativeness, through its catalogue development and format experimentation, makes Argos important to our understanding of retail change. The catalogues themselves are essential social and retailing history documents. Now part of GUS plc, Argos has to face the challenge and opportunities of the Internet. With experience of the catalogue as an intervening element in the customer purchase process, Argos has further potential as a multichannel retailer. Journal: The Service Industries Journal Pages: 79-111 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300902 File-URL: http://hdl.handle.net/10.1080/02642060412331300902 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:79-111 Template-Type: ReDIF-Article 1.0 Author-Name: Kurt Matzler Author-X-Name-First: Kurt Author-X-Name-Last: Matzler Author-Name: Elmar Sauerwein Author-X-Name-First: Elmar Author-X-Name-Last: Sauerwein Author-Name: Kenneth Heischmidt Author-X-Name-First: Kenneth Author-X-Name-Last: Heischmidt Title: Importance-performance analysis revisited: the role of the factor structure of customer satisfaction Abstract: The measurement and management of customer satisfaction has become a key issue in the last decade. Banks must thoroughly understand the needs of their customers and design products and services that meet and exceed their expectations. The importance-performance analysis (IPA) is a widely used analytical technique that yields prescriptions for the management of customer satisfaction. IPA is a two-dimensional grid based on customer perceived importance of service attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. Recent research in customer satisfaction, however, suggests that service attributes fall into three categories (basic factors, performance factors, and excitement factors) and that their importance depends on their performance. As a result, the traditional IPA needs to be reconsidered. In this article, the results of an empirical study on the satisfaction with bank services are presented and it is demonstrated that traditional IPA can be misleading. This is attributed to the existence of three satisfaction factors: basic, performance, and excitement factors. The authors then present an analytical procedure to identify these factors and discuss how these findings can be interpreted and how the traditional IPA should be extended and modified. The paper closes with managerial implications of the findings. Journal: The Service Industries Journal Pages: 112-129 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300912 File-URL: http://hdl.handle.net/10.1080/02642060412331300912 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:112-129 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen Swailes Author-X-Name-First: Stephen Author-X-Name-Last: Swailes Title: Professionalism: evolution and measurement Abstract: This article opens with a review of changes to the concept of professionalism since Hall's classic 1968 study. Research into the measurement of professionalism is then evaluated and test results are reported for Hall's measure of professionalism on samples of British accountants and research chemists. Good fit indices from confirmatory factor analysis were only obtained after heavily modifying the original scale to give a 15-item, 5- factor scale. Inter-factor correlations are low, casting doubt upon the measurement of a single underlying professionalism construct. Suggestions for reconceptualising professionalism in terms of process rather than structure are given. Journal: The Service Industries Journal Pages: 130-149 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300922 File-URL: http://hdl.handle.net/10.1080/02642060412331300922 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:130-149 Template-Type: ReDIF-Article 1.0 Author-Name: Jørn Flohr Nielsen Author-X-Name-First: Jørn Flohr Author-X-Name-Last: Nielsen Author-Name: Sören Kock Author-X-Name-First: Sören Author-X-Name-Last: Kock Title: From listening to the customer to controlling with customer focus: facing the barriers in Nordic financial services Abstract: Increasing competition and demanding customers in the financial retail sector challenge the monitoring and control systems in banks and insurance companies, because traditional systems seem to be of little help in focusing on profitable customers. This article compares how Danish and Finnish financial companies are responding to the information-processing challenge of getting and using customer-related data. Results based on two nation-wide surveys among accounting managers indicate that companies are confronted with different barriers to customer-oriented management control, as Danish companies seem to have the more sophisticated market intelligence and control systems while the Finnish companies have the more focused customer-oriented strategies. Nevertheless, differences between companies seem more important than differences between countries. In both countries access to advanced information technology plays a basic but minor role in the development of the technology of listening and control, which in turn may lead to increased competitive advantages. Despite the differences, most companies are faced with major obstacles related to organisation and poor use of market research and it is argued that ‘supported empowerment’ is a viable road to improvement. Journal: The Service Industries Journal Pages: 150-165 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300932 File-URL: http://hdl.handle.net/10.1080/02642060412331300932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:150-165 Template-Type: ReDIF-Article 1.0 Author-Name: David Gilbert Author-X-Name-First: David Author-X-Name-Last: Gilbert Author-Name: James Hewlett Author-X-Name-First: James Author-X-Name-Last: Hewlett Title: A method for the assessment of relative brand strength: a UK tour operator example Abstract: This study provides a method of uncovering the brand strengths and weaknesses of major tour operators in the UK. It provides an approach that provides a weighted assessment of attributes which is a culmination of the weighting of all measures from a two stage research model. The study provides a method that can be applied elsewhere but specifically identified Airtours as having the lowest score for brand attributes and image, a result that may well be associated to their previous rejection of branding in favour of maintaining low prices to customers. From the core values identified, it became evident that most operators' worst score was for efficiency. Perhaps the most predictable of the findings was that the Virgin brand was most familiar to younger respondents. Age was a major variable in terms of the ranking of the attributes. Over 55s ranked accommodation, efficiency, reliability and reputation higher than any other age category. Such consistency indicates that the more senior age group has greater expectations of the services offered by the tour operators, or else require a better service in order to be satisfied. A gap in the market was identified for a brand to promote itself as part of the emotional holiday experience in addition to performing the basic operator functions. Such market positioning would also present opportunities for brand differentiation. In conclusion this study has implications for other brand assessment exercises and therefore offers a model of approach for other sectors. Journal: The Service Industries Journal Pages: 166-182 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300942 File-URL: http://hdl.handle.net/10.1080/02642060412331300942 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:166-182 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: The spanish restaurant sector: evaluating the perceptions of quality Abstract: The restaurant sector is one of the fastest growing sectors within the Spanish economy and looks likely to continue its development into the future. The implementation of total quality (TQ) systems in the tourist industry is still a recent phenomenon in Spain. Hence the importance of the client's satisfaction, resulting in the acquisition of an optimum quality level: i.e. cooking is culture and it has to be culturally adapted and promoted. The survey on the customers of Spanish restaurants reported in this article has gathered the perception of quality according to a likert scale from one to five. The objective of the survey was to determine the degree of satisfaction as well as the quality of the establishment, by using a cluster analysis of the data. Amongst the findings of the survey was the importance of the motivation of pleasure that makes people go to restaurants and it is therefore necessary to create a favourable atmosphere of quality the customers will want to come back to. This provides the sector's greatest challenge. Journal: The Service Industries Journal Pages: 183-194 Issue: 2 Volume: 23 Year: 2003 Month: 3 X-DOI: 10.1080/02642060412331300952 File-URL: http://hdl.handle.net/10.1080/02642060412331300952 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:2:p:183-194 Template-Type: ReDIF-Article 1.0 Author-Name: Harry Greenfield Author-X-Name-First: Harry Author-X-Name-Last: Greenfield Title: More guilt re services: toward a more inclusive view Abstract: It appears to be implicit in most research about the service sector that services are only produced in the private sector. This brief note submits that to calculate service output for the whole economy, the services produced in the public sector by national, regional and local governments must of necessity be included. This enhanced calculation demonstrates that service-producing industries are a much larger proportion of total economic activity than has been realised, and may, in the US for example, constitute around 80 per cent of total employment. Journal: The Service Industries Journal Pages: 1-2 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331300962 File-URL: http://hdl.handle.net/10.1080/02642060412331300962 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:1-2 Template-Type: ReDIF-Article 1.0 Author-Name: Jai-Beom Kim Author-X-Name-First: Jai-Beom Author-X-Name-Last: Kim Author-Name: Chong Ju Choi Author-X-Name-First: Chong Ju Author-X-Name-Last: Choi Title: Reputation and product tampering in service industries Abstract: This theoretical paper aims to identify the role of trust and reputation between consumers and firms when there is product tampering or other types of product liability. When product tampering occurs, trust implicitly built towards brand or corporation by consumers or customers can be dissipated. This article assesses the impact of quality uncertainty and measurement costs on the trust relationship between consumers and corporations. The ideas are also applied to the case of bank runs. Preliminary findings indicate that in cases where the trust between consumer and firms is strong, and there are high measurement costs and uncertainty, the reputational relationship between customers and firms can experience strong repercussions. Journal: The Service Industries Journal Pages: 3-11 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331300972 File-URL: http://hdl.handle.net/10.1080/02642060412331300972 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:3-11 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Drew Author-X-Name-First: Michael Author-X-Name-Last: Drew Author-Name: Jon Stanford Author-X-Name-First: Jon Author-X-Name-Last: Stanford Title: Returns from investing in Australian equity superannuation funds, 1991--1999 Abstract: In this analysis of investment manager performance, two questions are addressed. First, do managers that actively trade stocks create value for investors? Second, can the multifactor model of Gruber capture the cross-section of average fund returns for the Australian setting? The answers from this study are as follows: as an industry, investment managers destroyed value for superannuation investors for the period 1991 through 1999, under-performing passive portfolio returns by 2.80--4.00 per cent per annum on a risk-unadjusted basis and 0.50--0.93 per cent per annum on a risk-adjusted basis. Evidence is provided in support of the four-factor model of Gruber; however, the model fails to capture the impact of investment style for the Australian setting. The findings suggest that Australian superannuation investors would transform their retirement savings into retirement income more efficiently through the use of passive alternatives to the stock selection problem. Journal: The Service Industries Journal Pages: 12-24 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331300982 File-URL: http://hdl.handle.net/10.1080/02642060412331300982 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:12-24 Template-Type: ReDIF-Article 1.0 Author-Name: Albert Caruana Author-X-Name-First: Albert Author-X-Name-Last: Caruana Author-Name: Leyland Pitt Author-X-Name-First: Leyland Author-X-Name-Last: Pitt Author-Name: Michael Ewing Author-X-Name-First: Michael Author-X-Name-Last: Ewing Title: The market orientation-performance link: the role of service reliability Abstract: Delivering what is promised has been defined in the service quality literature as the dimension of reliability. It has also been identified as the single most important dimension of service quality. The 1990s have witnessed extensive work in the marketing literature on the construct of market orientation, which has been defined as the degree to which the marketing concept is implemented. There is also considerable evidence to support a link between market orientation and performance. If service reliability is salient to customers, and customer orientation is crucial in the application of the marketing concept, then it seems logical to assume a relationship between service reliability, market orientation and performance. Surely, the market-oriented firm devotes greater attention to service reliability, and being reliable pays off? Surprisingly, these links have not been demonstrated empirically. This article seeks to address that shortfall. Specifically, we consider the role of service reliability on the market orientation-performance relationship. We begin by discussing market orientation and performance, before reviewing relevant theory on service reliability and building a model describing the interaction among the constructs. Next, we describe an empirical study of service firms in the UK, wherein we investigate the effects of service reliability on the relationship between market orientation and performance. We conclude with a discussion of the results and consider their implications for theory and practice. Journal: The Service Industries Journal Pages: 25-41 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331300992 File-URL: http://hdl.handle.net/10.1080/02642060412331300992 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:25-41 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Author-Name: Jin-Li Hu Author-X-Name-First: Jin-Li Author-X-Name-Last: Hu Title: Payment types and number of franchisees Abstract: Current studies of the franchise system usually assume that the number of franchisees is exogenous and irrelevant to the payment types. However, to a franchise system or a franchiser, the optimal number of franchisees is related to the payment types, e.g., franchise fee, royalty, etc. We develop a game-theoretical model and then use 1998 Bond's Franchise Guide Data for US franchise stores in order to test the theoretical predictions. According to our theoretical predictions, the optimal number of franchisees under a royalty is strictly less than that under a franchise fee. This is because royalties distort the effort incentive of franchisees and the franchiser can increase average revenue by having a smaller number of franchisees. A franchise fee will not distort the effort incentive of franchisees and can help achieve a higher profit for both the franchiser and the franchise system. When demand is certain, the optimal royalty rate to the franchise system is zero. Under a royalty payment, the royalty rate will be greater than zero if the franchiser maximises its own profit. Empirical results support our theoretical predictions: there is no significant relationship between franchise fee and number of franchisees. The number of franchisees has a significantly negative relationship with royalties, while it is significantly and positively correlated with the experience of the franchise system, area, training, and advertising fees required by the franchiser. Journal: The Service Industries Journal Pages: 42-60 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301002 File-URL: http://hdl.handle.net/10.1080/02642060412331301002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:42-60 Template-Type: ReDIF-Article 1.0 Author-Name: David Herbert Author-X-Name-First: David Author-X-Name-Last: Herbert Author-Name: Adrienne Curry Author-X-Name-First: Adrienne Author-X-Name-Last: Curry Author-Name: Leon Angel Author-X-Name-First: Leon Author-X-Name-Last: Angel Title: Use of quality tools and techniques in services Abstract: The purpose of this article is essentially twofold: to evaluate the use of quality control (QC) tools and statistical process control (SPC) in certain services and to underline the key management prerequisites that help ensure their effective use. It involves a study of a sample of case service organisations, namely banks, hospitals, courier services and utilities, to assess the (in)effective use of QC tools and SPC and what this could signify for the future. A theoretical model is proposed and conclusions are drawn on the basis of it. For the use of QC tools and SPC to be more readily accepted and valuable in service organisations, certain critical success factors are identified here. The question is also raised as to which tools and techniques might be more appropriate in services and why. Journal: The Service Industries Journal Pages: 61-80 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301012 File-URL: http://hdl.handle.net/10.1080/02642060412331301012 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:61-80 Template-Type: ReDIF-Article 1.0 Author-Name: Ogenyi Omar Author-X-Name-First: Ogenyi Author-X-Name-Last: Omar Author-Name: Audrey Kirby Author-X-Name-First: Audrey Author-X-Name-Last: Kirby Author-Name: Charles Blankson Author-X-Name-First: Charles Author-X-Name-Last: Blankson Title: Acculturation and the influence of ethnicity on market orientation of African and Caribbean companies in Britain Abstract: Since acculturation is the process of acquiring the customs of an alternative society we assume that adapting to consumers from various cultures will be a fundamental task for African and Caribbean (A&C) companies in Britain. This study investigates market orientation of A&C service companies and their processes of cultural learning and adaptation using ethnicity as a basis for an exploratory study of the British market. The findings indicate that A&C companies serve as bicultural mediators, both accommodating their consumers and working to alter their consumption patterns to bring them into line with their own ethnic and British national market customs. The adaptation of A&C service companies to the cultural characteristics and needs of their customers results in changes to their companies, consumers and the British marketplace. Journal: The Service Industries Journal Pages: 81-97 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301022 File-URL: http://hdl.handle.net/10.1080/02642060412331301022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:81-97 Template-Type: ReDIF-Article 1.0 Author-Name: Clare Kelliher Author-X-Name-First: Clare Author-X-Name-Last: Kelliher Author-Name: Michael Riley Author-X-Name-First: Michael Author-X-Name-Last: Riley Title: Beyond efficiency: some By-products of functional flexibility Abstract: This article examines the outcomes of implementing functional flexibility for employers and employees. The use of functional flexibility is normally associated with improving efficiency. However the findings reported here, drawn from four case studies, show evidence of positive outcomes for both employers and employees which go beyond efficiency. For employees there was evidence of increased job satisfaction and in some cases increased remuneration and job security. For employers, there was evidence of improved operational functioning and customer service, reduced labour turnover and an enhanced reputation in the local labour market. It is argued that a ‘virtuous circle’ is set up. Journal: The Service Industries Journal Pages: 98-113 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301032 File-URL: http://hdl.handle.net/10.1080/02642060412331301032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:98-113 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Freathy Author-X-Name-First: Paul Author-X-Name-Last: Freathy Author-Name: Frank O'Connell Author-X-Name-First: Frank Author-X-Name-Last: O'Connell Title: Employment relationships within European airport retailing Abstract: Despite undergoing major strategic change, airport retailing has remained a neglected area of academic study. As a consequence, the structure and operation of labour market operations within airport retailing remains largely undocumented. This article attempts to redress this issue by providing an examination of the factors that influence the employment relationship within an airport environment. Using a qualitative research methodology, it details the means by which airport authorities and retailers have attempted to restructure their employment relations in response to changing market conditions. The article takes the concepts of labour market segmentation and flexibility and examines the applicability of ‘dualist’ theory to airport retailing. Journal: The Service Industries Journal Pages: 114-134 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301042 File-URL: http://hdl.handle.net/10.1080/02642060412331301042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:114-134 Template-Type: ReDIF-Article 1.0 Author-Name: Alison Morrison Author-X-Name-First: Alison Author-X-Name-Last: Morrison Author-Name: Conrad Lashley Author-X-Name-First: Conrad Author-X-Name-Last: Lashley Title: A franchise: a resource-rich small service firm? Abstract: Internationally, the small firm community has been the focus of attention from academics and policy makers for several decades. On the other hand, franchising of services is a relative newcomer, particularly in the United Kingdom, and has not received the attention that this form of business organisation warrants. This article investigates the extent to which franchising represents the intelligent leverage of resources by ‘small firm’ owner-operator franchisees, focusing on one major ‘benchmark’ franchisor in the UK -- McDonald's Restaurants Ltd. The article enables the exploration of the profile of individuals attracted to franchising and the associated resources, costs, tensions and contradictions, and moves discussion towards conclusions based on a resource scarcity/efficiency thesis from the dual perspectives of the franchisee and franchisor. Journal: The Service Industries Journal Pages: 135-149 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301052 File-URL: http://hdl.handle.net/10.1080/02642060412331301052 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:135-149 Template-Type: ReDIF-Article 1.0 Author-Name: Neil Coe Author-X-Name-First: Neil Author-X-Name-Last: Coe Title: Review essay: servicing the global economy? Journal: The Service Industries Journal Pages: 150-157 Issue: 4 Volume: 23 Year: 2003 Month: 9 X-DOI: 10.1080/02642060412331301062 File-URL: http://hdl.handle.net/10.1080/02642060412331301062 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:4:p:150-157 Template-Type: ReDIF-Article 1.0 Author-Name: V.W. Mitchell Author-X-Name-First: V.W. Author-X-Name-Last: Mitchell Author-Name: L. Moutinho Author-X-Name-First: L. Author-X-Name-Last: Moutinho Author-Name: B.R. Lewis Author-X-Name-First: B.R. Author-X-Name-Last: Lewis Title: Risk Reduction in Purchasing Organisational Professional Services Abstract: Abstract Organisational professional services are often costly, time consuming, high-profile and of undeterminable and variable quality; all of which increase the risk associated with their purchase. Yet understanding of what risks are perceived and how they are reduced is limited. The results of a Lisrel analysis of organisational purchasers’ risk perceptions in a high risk scenario confirmed the positive relationship between risk perception and reduction and that overall risk is derived mainly from the financial risk involved. The article also presents a new framework for understanding organisational purchasers’ risk-reduction behaviour in the context of purchasing professional services by a not-for-profit organisation which involves latent risk-reducing concepts such as clarifying, simplifying and risk sharing. Implications for risk measurement are discussed, together with more managerial recommendations for understanding purchasers’ behaviour and changing marketing practice in this sector. Journal: The Service Industries Journal Pages: 1-19 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565621 File-URL: http://hdl.handle.net/10.1080/02642060308565621 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:1-19 Template-Type: ReDIF-Article 1.0 Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Author-Name: Suna La Author-X-Name-First: Suna Author-X-Name-Last: La Title: The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction Abstract: Abstract This article examines the way in which confidence in expectations moderates the process of customer satisfaction formation, and whether positive disconfirmation and negative disconfirmation have asymmetric influences on satisfaction. Using structural equation analysis, the proposed model was tested with 256 Korean customers of family restaurants. The results indicate that confidence in expectations plays a significant role in the customer satisfaction formation process. The indirect effects of expectations via performance on customer satisfaction are stronger for customers with high confidence in expectations. The results also indicate that the influence of disconfirmation on customer satisfaction can be asymmetric. The asymmetric influence occurs especially when customers have high confidence in expectations. Journal: The Service Industries Journal Pages: 20-47 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565622 File-URL: http://hdl.handle.net/10.1080/02642060308565622 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:20-47 Template-Type: ReDIF-Article 1.0 Author-Name: T.E. Graedel Author-X-Name-First: T.E. Author-X-Name-Last: Graedel Title: Greening the Service Industries Abstract: Abstract Despite the dominant role service industries play in modern society, little attention has been paid to assessing and improving their environmental performance. In this research, environmentally related performance data for six different service organisations were acquired, and the organisations evaluated using a services-oriented matrix analysis tool. The greatest potential environmental gains that can be achieved by these service organisations are shown to be those associated with the design of the buildings in which the services are located and the ways in which those buildings and their contents are provisioned, not with service-related operations. These results appear likely to apply generally to all types of service organisations. Journal: The Service Industries Journal Pages: 48-64 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565623 File-URL: http://hdl.handle.net/10.1080/02642060308565623 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:48-64 Template-Type: ReDIF-Article 1.0 Author-Name: Kyungro Chang Author-X-Name-First: Kyungro Author-X-Name-Last: Chang Author-Name: Packianathan Chelladurai Author-X-Name-First: Packianathan Author-X-Name-Last: Chelladurai Title: System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality Abstract: Abstract This research, based on the systems perspective, proposed nine dimensions of quality in fitness services. A scale was developed and its factor structure was confirmed in two studies of fitness club customers. As the factor structure of the nine-dimensional scale was confirmed through confirmatory factor analyses in both studies, it was concluded that the nine proposed dimensions were independent of each other. The final scale consisted of 35 items to measure Service Climate, Management Commitment to Service Quality, Programmes from the input stage; Interpersonal Interaction, Task Interaction, Physical Environments, Other Clients, Service Failures/Recovery from the throughput stage; and Perceived Service Quality form the output stage. The internal consistency estimates for the nine dimensions were found to be adequate. The utility of the proposed scheme, and its applicability to other contexts is discussed. Journal: The Service Industries Journal Pages: 65-83 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565624 File-URL: http://hdl.handle.net/10.1080/02642060308565624 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:65-83 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Mudie Author-X-Name-First: Peter Author-X-Name-Last: Mudie Author-Name: Angela Cottam Author-X-Name-First: Angela Author-X-Name-Last: Cottam Author-Name: Robert Raeside Author-X-Name-First: Robert Author-X-Name-Last: Raeside Title: An Exploratory Study of Consumption Emotion in Services Abstract: Abstract This article addresses the significance of emotions in the consumption of services. There has been little investigation of emotions in services. This study attempts a general examination of consumers’ emotional experiences across four quite distinct services. Six hypotheses test the significance of emotions and/or emotional involvement in areas regarded as important in marketing, namely the service itself satisfaction, frequency of usage, age and gender. Particularly, the authors explore the appropriateness of the Consumption Emotion Scale in a service consumption setting. The findings from this study do not suggest that services may be classified by emotion descriptors. Equally there is little evidence of emotions explaining satisfaction, and distinctiveness in emotional responses by frequency of usage, age and gender was not much in evidence. Journal: The Service Industries Journal Pages: 84-106 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565625 File-URL: http://hdl.handle.net/10.1080/02642060308565625 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:84-106 Template-Type: ReDIF-Article 1.0 Author-Name: Nick Johns Author-X-Name-First: Nick Author-X-Name-Last: Johns Author-Name: Andrew Chan Author-X-Name-First: Andrew Author-X-Name-Last: Chan Author-Name: Hanny Yeung Author-X-Name-First: Hanny Author-X-Name-Last: Yeung Title: The Impact of Chinese Culture on Service Predisposition Abstract: Abstract 376 service employees at 27 Hong Kong food service outlets were surveyed using Lee-Ross's Service Predisposition Index instrument together with the cultural values questionnaire of the Chinese Culture Connection. The objective was to examine the influence of Chinese culture upon employees’ willingness to deliver service. Results suggested that cultural values influence service predisposition through specific job attitudes. Respondents perceived humbleness, loyalty to superiors and tolerance of others to have the greatest positive effect on their job attitudes. This influence was most pronounced for the service dimensions disposition and communication and the moderator deference. The cultural values that had the most negative influence on service predisposition were protecting face, conservatism and repayment of good/evil. Respondents interpreted delivering service in terms of personal deference, to the customer or their employer, rather than as a relationship with the customer. There seemed also to be a cultural reluctance to accord (unknown) customers status and hence to perceive them as worthy recipients of service. Journal: The Service Industries Journal Pages: 107-122 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565626 File-URL: http://hdl.handle.net/10.1080/02642060308565626 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:107-122 Template-Type: ReDIF-Article 1.0 Author-Name: Robert Webb Author-X-Name-First: Robert Author-X-Name-Last: Webb Author-Name: Duncan Watson Author-X-Name-First: Duncan Author-X-Name-Last: Watson Author-Name: Tim Hinks Author-X-Name-First: Tim Author-X-Name-Last: Hinks Title: Testing for Wage Overpayment in UK Financial Services: A Stochastic Frontier Approach Abstract: Abstract The past ten years have witnessed a sharp rise in competition in UK financial services. This has been due to factors such as liberalisation, increases in technology and advancing globalisation. As a result of these pressures there has been an increasing emphasis placed on cost management and overall efficiency in the financial services firm. This article examines the impact of these developments on the degree of wage overpayment in the UK financial services sector between 1991 and 1999. By utilising stochastic frontier methodology, we surprisingly find that overpayment levels are large at around 30 per cent and that there is no evidence of a decline in overpayment levels over the testable period. Journal: The Service Industries Journal Pages: 123-136 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565627 File-URL: http://hdl.handle.net/10.1080/02642060308565627 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:123-136 Template-Type: ReDIF-Article 1.0 Author-Name: John K. Ashton Author-X-Name-First: John K. Author-X-Name-Last: Ashton Title: Capital Utilisation and Scale in the English and Welsh Water Industry Abstract: Abstract The study estimates a variable cost model of the UK water industry. From this variable cost function, estimates of economies of scale and economies of capital utilisation and capacity utilisation are made. The data used cover 20 English and Welsh water companies. The results suggest that only slight, albeit, significant dis-economies of scale and substantial diseconomies of capital utilisation exist in the industry. These estimates indicate that if output increases, with or without holding capital constant, variable costs would increase at a level above the proportional increase in output. If the water industry is not in long-term equilibrium, in terms of capital, neither merger nor acquisition amongst water companies are justified in terms of cost efficiency. A low level of capital utilisation is also indicated for the water industry. It is shown that the level of capital utilisation does increase over the sample period to approximately 30 per cent in 1996, indicating dis-equilibrium, in terms of capital, is present in this sector. Journal: The Service Industries Journal Pages: 137-149 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565628 File-URL: http://hdl.handle.net/10.1080/02642060308565628 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:137-149 Template-Type: ReDIF-Article 1.0 Author-Name: Wai-Sum Siu Author-X-Name-First: Wai-Sum Author-X-Name-Last: Siu Title: The Applicability of the MACH IV Scale to Banking Executives in Hong Kong, Singapore and Australia: A Research Note Abstract: Abstract This study attempts to extend the four-factor MACH IV scale for cruel, exploitative, deceitful behaviours (Machiavellianism), designed in a North American and university student context, to the competitive business environment in the Asia-Pacific region: Hong Kong, Singapore, and Australia. A confirmatory factory analysis, with listwise deletion of missing data, is performed on the responses from 454 Hong Kong, 108 Singaporean and 94 Australian banking executives. The results suggest that the factor structure of the Machiavellianism scale is only confirmed in the Hong Kong sample, but not that of Singapore and Australia. Journal: The Service Industries Journal Pages: 150-161 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565629 File-URL: http://hdl.handle.net/10.1080/02642060308565629 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:150-161 Template-Type: ReDIF-Article 1.0 Author-Name: John Beech Author-X-Name-First: John Author-X-Name-Last: Beech Author-Name: Matias Ramirez Author-X-Name-First: Matias Author-X-Name-Last: Ramirez Author-Name: Sally Randles Author-X-Name-First: Sally Author-X-Name-Last: Randles Title: Book Reviews Journal: The Service Industries Journal Pages: 162-168 Issue: 5 Volume: 23 Year: 2003 Month: 11 X-DOI: 10.1080/02642060308565630 File-URL: http://hdl.handle.net/10.1080/02642060308565630 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:162-168 Template-Type: ReDIF-Article 1.0 Author-Name: James Wickham Author-X-Name-First: James Author-X-Name-Last: Wickham Author-Name: Gráinne Collins Author-X-Name-First: Gráinne Author-X-Name-Last: Collins Title: The call centre: a nursery for new forms of work organisation? Abstract: Within the existing literature, call centre work is defined as a combination of taylorism, emotional labour and surveillance. Yet call centres also involve new forms of customer relationship. Call centre work is abstracted from any geographical location, it can involve many people separate in time and space and the customer can often monitor it directly. We term such work ‘virtual’, ‘poly-authored’ and ‘market supervised’. These new forms of work are now spreading beyond conventional call centres, partly because of the new expectations of customers, partly because of the migration of call centre employees into other areas of the enterprise. Journal: The Service Industries Journal Pages: 1-18 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301102 File-URL: http://hdl.handle.net/10.1080/02642060412331301102 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Jeremy Howells Author-X-Name-First: Jeremy Author-X-Name-Last: Howells Title: Innovation, consumption and services: encapsulation and the combinatorial role of services Abstract: This article explores a phenomenon termed here as ‘encapsulation’. Part of this process is the trend in secondary (manufacturing) and primary (agricultural and resource-based) companies towards providing service products that are related to the goods they produce. The study attempts a more distinctive approach of considering the innovation process within services by considering the issue of service consumption, both in combination with manufactured goods and separately on their own (associated with the issue of utility in consumption process). It also analyses the life span of consumption and use are considered; with analysis moving away from the perspective of a single act of consumption towards the ongoing use and utility of the service (or good with it) being consumed. Journal: The Service Industries Journal Pages: 19-36 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301112 File-URL: http://hdl.handle.net/10.1080/02642060412331301112 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:19-36 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Urrutiaguer Author-X-Name-First: Daniel Author-X-Name-Last: Urrutiaguer Title: Programme innovations and networks of French public theatres Abstract: Manager-ruled organisations are supposed to be less innovative than artist-ruled ones. However in France from 1995 to 1997, the managers of ‘scénes nationales’, who are not usually directors, are more open to lively playwrights than the ‘managers-cum-directors’ of national theatres and drama centres. Since audiences' risk aversion for contemporary authors is similar in all types of theatre, we may infer that ‘scénes nationales’ are more innovative than national theatres and drama centres. Nevertheless, internal observations on uniform criteria of selection qualify this view Multidimensional scaling of similarities in selling performances partly supports the assumption of status-oriented trade in theatre. Journal: The Service Industries Journal Pages: 37-55 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301122 File-URL: http://hdl.handle.net/10.1080/02642060412331301122 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:37-55 Template-Type: ReDIF-Article 1.0 Author-Name: Marianne Abramovici Author-X-Name-First: Marianne Author-X-Name-Last: Abramovici Author-Name: Laurence Bancel-Charensol Author-X-Name-First: Laurence Author-X-Name-Last: Bancel-Charensol Title: How to take customers into consideration in service innovation projects Abstract: In industrialised services activities designed for customers, the success of the innovation depends on, besides the traditional factors used, the way the customer deals with the innovation, all the more so when the innovation introduced has modified the tasks conferred upon him in the service production process. In these conditions, how can the validation of innovation by the customer from concept definition to the implementation of the evaluation methods be integrated? This article first discusses theoretical works in project management to answer this question for service innovation projects. The basis for the analysis is a series of three case studies of French services firms. It underlines the diversity of solutions used by firms. This preliminary research makes two methodological points. First, it presents different ways of identifying the stages in which these problems can be solved. Second, it clarifies what should be validated at each stage, and which factors determine the methods and the necessary resources to carry them through. Journal: The Service Industries Journal Pages: 56-78 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301132 File-URL: http://hdl.handle.net/10.1080/02642060412331301132 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:56-78 Template-Type: ReDIF-Article 1.0 Author-Name: Marja Toivonen Author-X-Name-First: Marja Author-X-Name-Last: Toivonen Title: Foresight in services: possibilities and special challenges Abstract: Service sectors have been only loosely linked to foresight projects considered essential for wiring up innovation systems. This article examines possibilities and methodological challenges in the foresight of services on the basis of a study conducted in Finland in knowledge-intensive business services (KIBS). It also provides empirical results about the future trends in KIBS. The most central of these are the growing emphasis on a consultative way of working and broad service solutions, the tightening linkages to clients' strategies, the blurring of sectoral boundaries and the diversification of the forms of internationalisation. Journal: The Service Industries Journal Pages: 79-98 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301142 File-URL: http://hdl.handle.net/10.1080/02642060412331301142 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:79-98 Template-Type: ReDIF-Article 1.0 Author-Name: Matias Ramirez Author-X-Name-First: Matias Author-X-Name-Last: Ramirez Title: Innovation, network services and the restructuring of work organisation in customer services Abstract: The information and communication technology revolution has had important qualitative effects on the manner in which the output of new products and services is managed. This is in part associated with leveraging the knowledge of a broader group of employees. Through a case study of customer services in a major telecommunications firm, it is shown that integrating broader groups of employees into the innovation process can be vital. However a case is made that transforming work-related institutions in the firm has proved a challenging process, particularly when management are required to broaden the powers of decision making granted to employees, allowing greater discretion at the workplace and changing the manner in which work tasks are enforced. Journal: The Service Industries Journal Pages: 99-115 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301152 File-URL: http://hdl.handle.net/10.1080/02642060412331301152 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:99-115 Template-Type: ReDIF-Article 1.0 Author-Name: Giulio Cainelli Author-X-Name-First: Giulio Author-X-Name-Last: Cainelli Author-Name: Rinaldo Evangelista Author-X-Name-First: Rinaldo Author-X-Name-Last: Evangelista Author-Name: Maria Savona Author-X-Name-First: Maria Author-X-Name-Last: Savona Title: The impact of innovation on economic performance in services Abstract: This article empirically explores the relationship between innovation and economic performance in services at the firm level. The empirical analysis is based on a unique longitudinal firm-level data set, which matches the Italian Community Innovation Survey (CIS II) data (1993--1995) and a set of economic indicators provided by the Italian System of Enterprise Account (1993--1998). In particular the empirical analysis aims at assessing whether the presence of innovation and the amount of resources devoted to innovation are able to explain the economic performance of firms in the service sector. The results presented show that innovating firms out perform non-innovating firms in terms of productivity levels and economic growth. Productivity is also found to be linked to the amount of innovation expenditures, especially those devoted to the acquisition and internal development of new software. Journal: The Service Industries Journal Pages: 116-130 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301162 File-URL: http://hdl.handle.net/10.1080/02642060412331301162 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:116-130 Template-Type: ReDIF-Article 1.0 Author-Name: C. Wernerheim Author-X-Name-First: C. Author-X-Name-Last: Wernerheim Title: Understanding regional high-order service growth in Canada: a cointegration approach Abstract: Does employment in regional ‘high-order’ service industries cause d~used regional economic growth (as held by subsidy proponents), or vice versa (as held by detractors), or do feedback systems exist where causality runs in both directions simultaneously? We use time series data for GDP and employment for two principal NAICS service industry classifications to test for evidence of long-run equilibria and causality relationships between these variables for Canada and five provinces. The preliminary results suggest some surprising regional variations that are relevant whether or not one believes that firm-specific subsidies hold the elusive key to prosperity in peripheral regions. Journal: The Service Industries Journal Pages: 131-154 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301172 File-URL: http://hdl.handle.net/10.1080/02642060412331301172 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:131-154 Template-Type: ReDIF-Article 1.0 Author-Name: Grete Rusten Author-X-Name-First: Grete Author-X-Name-Last: Rusten Author-Name: Hallgeir Gammelsæter Author-X-Name-First: Hallgeir Author-X-Name-Last: Gammelsæter Author-Name: John Bryson Author-X-Name-First: John Author-X-Name-Last: Bryson Title: Combinational and dislocated knowledge and the norwegian client-consultant relationship Abstract: This article makes two contributions to the literature on producer services. First, the ‘knowledge combinational’ problem of small firms is identified and explored in relation to the interplay of forms of internal and external expertise and knowledge. Second, the role geographic distance plays in a company's decision to employ a particular consultant is explored. The importance, in specific situations, of forms of dislocated expertise or knowledge is identified. By this is meant external expertise that is removed from the client's local social milieu. The article is based on detailed case studies of two small Norwegian companies. Journal: The Service Industries Journal Pages: 155-170 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301182 File-URL: http://hdl.handle.net/10.1080/02642060412331301182 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:155-170 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Williams Author-X-Name-First: Steve Author-X-Name-Last: Williams Author-Name: Derek Adam-Smith Author-X-Name-First: Derek Author-X-Name-Last: Adam-Smith Author-Name: Gill Norris Author-X-Name-First: Gill Author-X-Name-Last: Norris Title: Remuneration practices in the UK hospitality industry in the age of the national minimum wage Abstract: This article examines why the introduction of the National Minimum Wage has been less disruptive in hospitality than had been anticipated. It shows that in hospitality establishments pay rates are not the outcome of managerial decision making alone, but are influenced by broader economic and social processes. Furthermore, key aspects of the ‘total reward system’ held to exist in hospitality, the provision of live-in accommodation for workers and the practice of tipping, on which there are specific National Minimum Wage regulations, are generally not treated as remuneration. This highlights the need for a reconsideration of how remuneration practices in hospitality operate. Journal: The Service Industries Journal Pages: 171-186 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301192 File-URL: http://hdl.handle.net/10.1080/02642060412331301192 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:171-186 Template-Type: ReDIF-Article 1.0 Author-Name: Hung-Chang Chiu Author-X-Name-First: Hung-Chang Author-X-Name-Last: Chiu Author-Name: Neng-Pai Lin Author-X-Name-First: Neng-Pai Author-X-Name-Last: Lin Title: A service quality measurement derived from the theory of needs Abstract: A literature review has indicated that a majority of researchers tend to define quality as meeting customers' needs. This study therefore attempts to develop a new service quality instrument called SQ-NEED based on Maslow's theory of needs. The results from the empirical analysis suggest that the SQ-NEED not only has a sound theoretical basis, but also possesses a reasonable reliability and validity. Moreover there is significant evidence to show that SQ-NEED performs better in this study than SERVQUAL for services directed at people and providing intangible actions. Journal: The Service Industries Journal Pages: 187-204 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301202 File-URL: http://hdl.handle.net/10.1080/02642060412331301202 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:187-204 Template-Type: ReDIF-Article 1.0 Author-Name: John Bryson Author-X-Name-First: John Author-X-Name-Last: Bryson Author-Name: M. Monnoyer Author-X-Name-First: M. Author-X-Name-Last: Monnoyer Title: Understanding the relationship between services and innovation: the RESER review of the European service literature on innovation, 2002 Abstract: This essay reviews the European literature on innovation by drawing upon specially commissioned reports written by academics located in six countries. The innovation literature is classified into four types: technologist, service-orientated, integrative and theoretical. Each of these types is explored. One of the major findings is that different countries and researchers are at different stages of this life cycle approach to the literature. It is also suggested that the integrative approach is an exciting opportunity for developing the research agenda in this field. Journal: The Service Industries Journal Pages: 205-222 Issue: 1 Volume: 24 Year: 2004 Month: 1 X-DOI: 10.1080/02642060412331301212 File-URL: http://hdl.handle.net/10.1080/02642060412331301212 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:205-222 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen Grove Author-X-Name-First: Stephen Author-X-Name-Last: Grove Author-Name: Raymond Fisk Author-X-Name-First: Raymond Author-X-Name-Last: Fisk Author-Name: Mary Laforge Author-X-Name-First: Mary Author-X-Name-Last: Laforge Title: Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context Abstract: The theatrical nature of service performances has been discussed in the services literature for many years. If services are theatre, it makes sense to look for theatrical ways to train service workers, particularly those who interact with the customer. One method for training actors, which has strong significance for developing frontstage service personnel, is a system developed by Konstatin Stanislavsky. This article examines the theatrical presence of services' contact personnel, explores the tenets of the Stanislavsky method of actor training and their relevance for services marketing, and applies the method to training services workers. Journal: The Service Industries Journal Pages: 1-14 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301222 File-URL: http://hdl.handle.net/10.1080/02642060412331301222 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:1-14 Template-Type: ReDIF-Article 1.0 Author-Name: Leslie de Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: de Chernatony Author-Name: Fiona Harris Author-X-Name-First: Fiona Author-X-Name-Last: Harris Author-Name: George Christodoulides Author-X-Name-First: George Author-X-Name-Last: Christodoulides Title: Developing a brand performance measure for financial services brands Abstract: With no universal approach for measuring brand performance, we show how a consumer-based brand measure was developed for corporate financial services brands. Churchill's paradigm was adopted. A literature review and 20 depth interviews with experts suggested that brand loyalty, consumer satisfaction and reputation constitute the brand performance measure. Ten financial services organisations provided access to their consumers. Following a postal survey, 600 questionnaires were analysed through principal components analysis to identify the consumer-based measure. Further testing revealed this to be a valid and reliable brand performance measure. Journal: The Service Industries Journal Pages: 15-33 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301232 File-URL: http://hdl.handle.net/10.1080/02642060412331301232 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:15-33 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: External consultants in organisations: evaluating the Spanish case Abstract: The article looks into the importance of the work performed by external consultants and consulting as a function in Spanish public and private small and medium-sized industrial organizations that could potentially seek the services of an adviser. The study was conducted by asking them whether they considered the results of the adviser's project to be useful, and about its quality. The aim of the research was to examine what was felt by public and private organisations concerning the use of specialised external advisers, bearing in mind the different reasons that influence politicians, in the case of public companies, and the directors of private companies to engage such services. The former sought to obtain as many votes as possible in the next elections (since the basic purpose underlying the analysis carried out by the external adviser is to maximise the welfare of society). The directors of private firms, on the other hand, sought to obtain returns from the capital invested in engaging the adviser and, thus, maximise the company's profits. Data were obtained by means of personal interviews conducted in organisations that had used consulting services. Journal: The Service Industries Journal Pages: 34-50 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301242 File-URL: http://hdl.handle.net/10.1080/02642060412331301242 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:34-50 Template-Type: ReDIF-Article 1.0 Author-Name: Petra De Saá Pérez Author-X-Name-First: Petra Author-X-Name-Last: De Saá Pérez Author-Name: Juan Manuel García Falcón Author-X-Name-First: Juan Manuel García Author-X-Name-Last: Falcón Title: The influence of human resource management in savings bank performance Abstract: The aim of this article was to analyse the value of human resources (HR) for competitive advantage and their influence on the firm's performance in the service industry. To achieve our goal, we have first proposed a resource-based framework to discuss the circumstances under which human resources can be a source of competitive advantage. Then, an empirical research was developed in the Spanish savings bank sector to analyse the relationship between HR management and the firm's performance. Our results, suggest that those savings banks which better combine their HR practices to create and to develop a strategic human capital pool have shown better levels of profitability and productivity. Journal: The Service Industries Journal Pages: 51-66 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301252 File-URL: http://hdl.handle.net/10.1080/02642060412331301252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:51-66 Template-Type: ReDIF-Article 1.0 Author-Name: David Harness Author-X-Name-First: David Author-X-Name-Last: Harness Author-Name: Tina Harness Author-X-Name-First: Tina Author-X-Name-Last: Harness Title: The new customer relationship management tool -- product elimination? Abstract: The creation of long-term customer purchasing relationships depends upon continually aligning products to customer's needs, fulfilling their expectations, building/sustaining trust, and facilitating satisfaction. Product elimination can potentially destroy these. In financial services the ownership of the product remains shared between the customer and organisation. To fully eliminate a product requires that it is removed from customers, which may drive them to seek alternative suppliers. The product management challenge is how to manage customers through an elimination action whilst strengthening their purchasing relationship with the organisation, if desired. Financial service product elimination is fundamentally about managing customers out of one product into another, or out of the organisation. Elimination can, by choice of elimination strategy, be used to improve the offerings a customer has, or to encourage them to exit the organisation. This provides the basis for using product elimination as customer relationship management tool. Journal: The Service Industries Journal Pages: 67-80 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301262 File-URL: http://hdl.handle.net/10.1080/02642060412331301262 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:67-80 Template-Type: ReDIF-Article 1.0 Author-Name: Rita Medina-Muñoz Author-X-Name-First: Rita Author-X-Name-Last: Medina-Muñoz Author-Name: Diego Medina-Muñoz Author-X-Name-First: Diego Author-X-Name-Last: Medina-Muñoz Title: Control and success in collaborative strategies Abstract: The establishment of cooperative relationships with other organisations is becoming crucial to businesses, in a way that interorganisational relationships constitute an important topic for research in management literature. This study analyzes interorganisational control, which represents one of the processes within interorganisational relationships that is receiving greater attention in the literature. Besides describing its concept and dimensions, there is an analysis of what influence the extent, the focus, the types and the mechanisms of control have on the success of the interorganisational relationships. To be specific, empirical evidence is provided by our study of the relationship between tour operators from Germany and the United Kingdom and the accommodation companies, which revolves around the control exercised by the tour operators over the accommodation companies. Journal: The Service Industries Journal Pages: 81-101 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301272 File-URL: http://hdl.handle.net/10.1080/02642060412331301272 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:81-101 Template-Type: ReDIF-Article 1.0 Author-Name: Alex Nicholls Author-X-Name-First: Alex Author-X-Name-Last: Nicholls Title: Fair trade new product development Abstract: Recently, there has been a significant increase in the market for fair trade products. However, there is a discrepancy between the stated purchase intention of consumers and their actual purchase behaviour with respect to fair trade. This article takes an operational and strategic view of this issue and argues that one significant reason for this lies in the limited range of fair trade products currently available. Next, a strategic framework for fair trade new product development is presented and explored. Finally, key operational criteria for fair trade product selection are discussed using a case study example to support the conclusions. Journal: The Service Industries Journal Pages: 102-117 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301282 File-URL: http://hdl.handle.net/10.1080/02642060412331301282 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:102-117 Template-Type: ReDIF-Article 1.0 Author-Name: Leo Jago Author-X-Name-First: Leo Author-X-Name-Last: Jago Author-Name: Margaret Deery Author-X-Name-First: Margaret Author-X-Name-Last: Deery Title: An investigation of the impact of internal labour markets in the hotel industry Abstract: Maintaining a stable and competitive workforce is a key element of the role of management, and there has emerged a barrage of ‘recipes’ to achieve this. All too frequently, however, these new concepts replace the old, with little justification other than being innovative. This article investigates the concept of an internal labour market [ILM] as a strategic management tool. Past studies by labour market researchers have confirmed the value of the components of an ILM, yet none has investigated the concept of an ILM as a coherent whole. This paper investigates the impact of the components of an ILM -- training, promotional opportunity and job security -- on the key employee attitudes of job satisfaction, organisational commitment and employee intention to leave. It then examines the impact of this concept as a single variable on the employee attitudes. The study is conducted in the service industry, in particular, the hotel sector, and examines the responses of 297 non-supervisory hotel employees. The findings suggest that the use of a holistic ILM strategy could provide a new means for management to retain and develop a stable and satisfied workforce. Journal: The Service Industries Journal Pages: 118-129 Issue: 2 Volume: 24 Year: 2004 Month: 3 X-DOI: 10.1080/02642060412331301292 File-URL: http://hdl.handle.net/10.1080/02642060412331301292 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:118-129 Template-Type: ReDIF-Article 1.0 Author-Name: Jim Kitay Author-X-Name-First: Jim Author-X-Name-Last: Kitay Author-Name: Christopher Wright Author-X-Name-First: Christopher Author-X-Name-Last: Wright Title: Take the money and run? Organisational boundaries and consultants' roles Abstract: Criticisms of management consultants are increasingly common, but are also frequently based on simplistic assertions that powerful consultants exploit uncertain or ignorant clients. We argue that considerable insight to the tensions between consultants and clients can be gained by focusing on the boundary relationship between them. Using the work of Granovetter, we explore how organisational boundaries vary in their permeability. Consultant roles vary from that of ‘outsider’, based on simple market exchange of payment for advice or service, to ‘insider’, in which a web of social ties develops in what are often long-lasting relationships. Although criticisms of consultants are sometimes based merely on misunderstanding the nature of these roles, we argue that tensions frequently arise through the activities of both consultants and clients in terms of their boundary relationships. Journal: The Service Industries Journal Pages: 1-18 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247731 File-URL: http://hdl.handle.net/10.1080/0264206042000247731 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Bob Brotherton Author-X-Name-First: Bob Author-X-Name-Last: Brotherton Title: Critical success factors in UK corporate hotels Abstract: This article focuses on a project designed to investigate the validity of the results obtained from a prior exploratory study undertaken to identify the critical success factors (CSFs) in ‘UK Corporate Hotels’. The CSF approach and its application to hospitality and other types of business environment are briefly reviewed prior to an explanation of the survey methodology adopted in the study. The empirical results reveal that only three of the original 59 CSFs derived from the 1996 study were found not to be statistically significant and that nine of the ten CSF item sets possess reasonable Cronbach's alpha coefficients. Finally, the significance and implications of the results are discussed. Journal: The Service Industries Journal Pages: 19-42 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247740 File-URL: http://hdl.handle.net/10.1080/0264206042000247740 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:19-42 Template-Type: ReDIF-Article 1.0 Author-Name: Antony Beckett Author-X-Name-First: Antony Author-X-Name-Last: Beckett Title: From branches to call centres: new strategic realities in retail banking Abstract: Relationship marketing and its application to retail banking has become a common theme in managerial and academic literature. This article argues that the rhetoric of relationship marketing has been used to obscure banks' real strategic objective, cost reduction. Those cost reductions have been achieved through the mechanisation of processes within the branch network and the creation of centralised call and administration centres, or service factories. Those service factories enable banks to generate significant economies of scale and the sources of such economies are explored in detail. In conclusion the article argues that banks have sought to use the rhetoric of relationship marketing to disguise the impact of their cost reduction strategies on customer relationships and service provision. Journal: The Service Industries Journal Pages: 43-62 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247759 File-URL: http://hdl.handle.net/10.1080/0264206042000247759 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:43-62 Template-Type: ReDIF-Article 1.0 Author-Name: Peter J. Taylor Author-X-Name-First: Peter J. Author-X-Name-Last: Taylor Author-Name: Gilda Catalana Author-X-Name-First: Gilda Author-X-Name-Last: Catalana Author-Name: David Walker Author-X-Name-First: David Author-X-Name-Last: Walker Title: Multiple globalisations: regional, hierarchical and sectoral articulations of global business services through world cities Abstract: Geographies of global service provision are derived from data describing 100 financial and business service firms across 123 cities. The data describe the global strategies of the service firms in terms of their office networks. Using a principal components analysis six different patterns of globalisation are identified that result from an interaction of different service sectors with particular world regions through a hierarchy of world cities. Journal: The Service Industries Journal Pages: 63-81 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247768 File-URL: http://hdl.handle.net/10.1080/0264206042000247768 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:63-81 Template-Type: ReDIF-Article 1.0 Author-Name: Nick Johns Author-X-Name-First: Nick Author-X-Name-Last: Johns Author-Name: Turgay Avcí Author-X-Name-First: Turgay Author-X-Name-Last: Avcí Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Title: Measuring service quality of travel agents: evidence from Northern Cyprus Abstract: Service quality delivered by travel agents in Northern Cyprus was examined using a SERVQUAL scale. The translated instrument was purified using an item-categorisation technique and administered to 337 current users of travel agents in the region. Expectations and performance (SERVPERF) scores indicated that respondents were concerned most with the efficiency and least with the personalisation of the services offered. The largest service gaps were identified with the ‘modern’ appearance of the service and service-scape, and the smallest with interpersonal qualities of service. Multiple regression showed promptness, empathy, efficiency and service-scape aesthetics to be the main determinants of customer satisfaction. SERVPERF scores gave a better prediction of overall satisfaction and showed marginally better reliability and validity than those from which expectations were subtracted. Instead of the predicted SERVQUAL five-factor solution, factor analysis showed an underlying uni-dimensionality that is consistent with the findings of other authors. Possible management actions suggested by the findings are discussed in the context of the small business environment in Northern Cyprus. Journal: The Service Industries Journal Pages: 82-100 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247777 File-URL: http://hdl.handle.net/10.1080/0264206042000247777 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:82-100 Template-Type: ReDIF-Article 1.0 Author-Name: Eva Carmona-Moreno Author-X-Name-First: Eva Author-X-Name-Last: Carmona-Moreno Author-Name: José Céspedes-Lorente Author-X-Name-First: José Author-X-Name-Last: Céspedes-Lorente Author-Name: Jerónimo De Burgos-Jiménez Author-X-Name-First: Jerónimo Author-X-Name-Last: De Burgos-Jiménez Title: Environmental strategies in spanish hotels: contextual factors and performance Abstract: This article is a study of the environmental strategies adopted in the service industry and their impact on a firm's performance. More specifically, we define the environmental strategies of 268 Spanish hotels, based on their environmental protection activities and the use of these as an argument for competition. They have been categorised into four groups. We observed the difference between each of these environmental strategies as regards certain contextual variables and performance. Our findings suggest that firms in the groups with more developed environmental strategies are associated with a higher level of environmental performance but not necessarily with economic performance. Journal: The Service Industries Journal Pages: 101-130 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247786 File-URL: http://hdl.handle.net/10.1080/0264206042000247786 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:101-130 Template-Type: ReDIF-Article 1.0 Author-Name: Julia Kiely Author-X-Name-First: Julia Author-X-Name-Last: Kiely Author-Name: Neal Beamish Author-X-Name-First: Neal Author-X-Name-Last: Beamish Author-Name: Colin Armistead Author-X-Name-First: Colin Author-X-Name-Last: Armistead Title: Scenarios for future service encounters Abstract: This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in the light of secondary data regarding technology and socio-economic projections. Short scenarios of future service encounters around key dimensions of technology, time and money are presented. Ways in which scenario planning may be used to aid planning and proactive business strategy in the service sector are discussed. Journal: The Service Industries Journal Pages: 131-149 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247795 File-URL: http://hdl.handle.net/10.1080/0264206042000247795 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:131-149 Template-Type: ReDIF-Article 1.0 Author-Name: Danielle McCartan-Quinn Author-X-Name-First: Danielle Author-X-Name-Last: McCartan-Quinn Author-Name: Mark Durkin Author-X-Name-First: Mark Author-X-Name-Last: Durkin Author-Name: Aodheen O'Donnell Author-X-Name-First: Aodheen Author-X-Name-Last: O'Donnell Title: Exploring the application of IVR: lessons from retail banking Abstract: In today's increasingly competitive retail banking environment, banks are faced with the challenge of building and maintaining relationships with profitable customers while at the same time embracing technological change. So, while on the one hand increasing the role of technology in a services organisation can serve to reduce costs and often improve service reliability; on the other hand, organisations are acutely aware of the important role for personalised relationships in the delivery of their service proposition. This article reports on a qualitative research study into the perceptions of customers and staff of a large retail bank regarding the piloting of an interactive voice recognition (IVR) system. This system is regarded as a way for the case bank to benefit from technological advances, while still retaining its relationships with more profitable customers. To this end, the system was hoped to encourage lower net worth customers to increase their use of the bank's telephone banking facility, and allow branch staff, who would be freed from dealing with routine telephone enquiries, to deliver a better personalised service to high net worth customers. However, despite this rationale, the article reports the paradoxical situation that the system has been effectively rejected by customers and staff alike. The key objection is that relating to the perceived service discrimination between high and low net worth customers, the very rationale for which the IVR was introduced. Journal: The Service Industries Journal Pages: 150-168 Issue: 3 Volume: 24 Year: 2004 Month: 5 X-DOI: 10.1080/0264206042000247803 File-URL: http://hdl.handle.net/10.1080/0264206042000247803 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:150-168 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Björlin Lidén Author-X-Name-First: Sara Author-X-Name-Last: Björlin Lidén Author-Name: Bodil Sandén Author-X-Name-First: Bodil Author-X-Name-Last: Sandén Title: The role of service guarantees in service development Abstract: Service development lacks the level of systematisation and customer involvement that has proved important for product development. This article presents an empirical description of how service guarantees may support service development by systemising customer involvement after service failures. Thirty-one in-depth interviews and a content analysis of 41 guarantee invocations from the temporary work businesses and staffing services industry reveal that nine cases resulted in service development and 32 did not. We present explanations for these results, and identify what role a service guarantee -- from a development perspective -- plays in the service process, the recovery process and the development process. Journal: The Service Industries Journal Pages: 1-20 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275163 File-URL: http://hdl.handle.net/10.1080/0264206042000275163 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Ya-Hui Peng Author-X-Name-First: Ya-Hui Author-X-Name-Last: Peng Author-Name: Kehluh Wang Author-X-Name-First: Kehluh Author-X-Name-Last: Wang Title: Cost efficiency and the effect of mergers on the Taiwanese banking industry Abstract: This study addresses the cost efficiency, economies of scale and scope of the Taiwanese banking industry, specifically focusing on how bank mergers affect cost efficiency. Adopting stochastic frontier analysis, we employ a translog cost function for efficiency estimation. Composite error terms are used to account for managerial inefficiency and environmental effects. Empirical results suggest that economies of scale and scope exist at small and medium-sized banks. Meanwhile, government-owned or -controlled banks are the most cost efficient. Non-performing loans increase the inefficiency of the banking sector by just under 10 per cent. Further analysis reveals that bank merger activity is positively related to cost efficiency. Mergers can enhance cost efficiency, even though the number of bank employees does not decline. The banks involved in mergers are generally small and were established after the banking sector was deregulated. Journal: The Service Industries Journal Pages: 21-39 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275172 File-URL: http://hdl.handle.net/10.1080/0264206042000275172 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:21-39 Template-Type: ReDIF-Article 1.0 Author-Name: Margaret Brown Author-X-Name-First: Margaret Author-X-Name-Last: Brown Author-Name: Edward P.M. Gardener Author-X-Name-First: Edward P.M. Author-X-Name-Last: Gardener Title: A frontier analysis comparison of banking ‘added value’ Abstract: Recently, a new added value to inputs (AVI) ratio has been developed for ranking banks by their ‘competitive advantage’. This kind of market-based measure of performance is now being widely developed in banking. The primary aim of this article is to use the data envelopment analysis (DEA) technique to expose some of the underlying properties of AVI: a comparative simulation exercise is used to perform an exploratory sensitivity and critical variable analysis. It is shown that the AVI scalar ratio embodies inter alia a hidden assumption of constant returns to scale, and it corresponds to the simplest possible form of DEA model. Another aim is to generalise and improve the AVI approach using DEA. More insight is obtained by applying DEA, which allows for explicit assumptions about returns to scale and provides multi-dimensional forms of AVI measures. Journal: The Service Industries Journal Pages: 41-65 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275181 File-URL: http://hdl.handle.net/10.1080/0264206042000275181 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:41-65 Template-Type: ReDIF-Article 1.0 Author-Name: Boris Bartikowski Author-X-Name-First: Boris Author-X-Name-Last: Bartikowski Author-Name: Sylvie Llosa Author-X-Name-First: Sylvie Author-X-Name-Last: Llosa Title: Customer satisfaction measurement: comparing four methods of attribute categorisations Abstract: The issue of how to weight and categorise service attributes has attracted great attention from academics as well as practitioners. The application of an inappropriate method could lead to misleading interpretations and useless or costly actions. We first review several streams of literature concerning the theoretical background of attribute categorisations in relation to customer satisfaction. We then identify four methods that have been developed to categorise attributes into four classes. In the next step we apply these methods in an empirical study. Criteria for distinguishing the considered approaches conceptually and methodologically are proposed, and implications for future research are discussed. Journal: The Service Industries Journal Pages: 67-82 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275190 File-URL: http://hdl.handle.net/10.1080/0264206042000275190 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:67-82 Template-Type: ReDIF-Article 1.0 Author-Name: Vladimír Baláž Author-X-Name-First: Vladimír Author-X-Name-Last: Baláž Title: Knowledge-intensive business services in transition economies Abstract: Knowledge-intensive business services accounted for a rapid growth in transition economies after 1989. The growth in value added outpaced growth in employment, which indicated increasing labour productivity in this sector. Studies based on input--output tables found that development of business services was closely related to development of communication services in advanced EU member countries. The input--output analysis did not confirm this relation for Slovakia and the Czech Republic and found a medium to strong level of correlation for Hungary. Development of a market economy was likely to be a major factor behind development of business services. This assumption was tested on empirical data. The use of communication and business services could be a proxy for introduction of new technologies in production functions. The functions indicated that these industries made a significant contribution to economic growth both in advanced and transition economies. Output elasticity coefficients were quite similar in the Czech Republic, Hungary and Slovakia and the EU member countries. Journal: The Service Industries Journal Pages: 83-100 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275208 File-URL: http://hdl.handle.net/10.1080/0264206042000275208 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:83-100 Template-Type: ReDIF-Article 1.0 Author-Name: Dayananda Palihawadana Author-X-Name-First: Dayananda Author-X-Name-Last: Palihawadana Author-Name: Bradley R. Barnes Author-X-Name-First: Bradley R. Author-X-Name-Last: Barnes Title: Client loyalty and defection in the corporate legal industry Abstract: As the legal service industry matures and becomes saturated, more traditional forms of marketing may need to be replaced by the adoption of newer relationship concepts. This article reports on a research investigation among corporate clients of UK law firms. The findings reveal that satisfaction with the service is the key factor that influences corporate clients to stay loyal to a particular law firm. The quality of legal advice, trust and honesty were also found to be important factors that drive client loyalty. Conversely, poor quality, as an outcome of the client -- legal firm interaction, is perceived to be a significant contributor of client defection. Overall, the findings emphasise the need for legal firms to focus on client retention for survival and profitability. Journal: The Service Industries Journal Pages: 101-114 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275217 File-URL: http://hdl.handle.net/10.1080/0264206042000275217 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:101-114 Template-Type: ReDIF-Article 1.0 Author-Name: Mary S. Klemm Author-X-Name-First: Mary S. Author-X-Name-Last: Klemm Author-Name: Sarah J. Kelsey Author-X-Name-First: Sarah J. Author-X-Name-Last: Kelsey Title: Ethnic groups and the British travel industry: servicing a minority? Abstract: This article examines the attitudes of the British travel industry to non-white ethnic customers. Focus group discussions, semi-structured interviews and an audit of training provision were used to investigate the extent of ethnic minority integration in the industry. Research findings showed a segregated industry in the Yorkshire region. Asian agencies served their own communities. Mainstream travel companies revealed a lack of understanding of consumers from non-white ethnic groups, particularly with respect to different levels of acculturation and their impact on holiday buying behaviour. Recommendations outline policies to attract more travel customers from the increasing numbers of ethnic minorities in Britain. Journal: The Service Industries Journal Pages: 115-128 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275226 File-URL: http://hdl.handle.net/10.1080/0264206042000275226 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:115-128 Template-Type: ReDIF-Article 1.0 Author-Name: Yang Li Author-X-Name-First: Yang Author-X-Name-Last: Li Author-Name: Jin-Li Hu Author-X-Name-First: Jin-Li Author-X-Name-Last: Hu Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Title: Ownership and production efficiency: Evidence from Taiwanese banks Abstract: In the early 1990s, Taiwan began her deregulation trend in order to enhance competition and economic efficiency across all industries. We derive a theoretical framework to predict possible rankings in technical efficiencies of public, mixed, and private banks. A panel data set with 43 Taiwanese banks during 1997--1999 is used for empirical analysis. We then apply a translog distance function to estimate technical efficiencies. The relationship between technical efficiency and government shareholding is also examined. Empirical results show that a public bank in Taiwan can improve its technical efficiency by mixed ownership at a diminishing rate. Moreover, banks in Taiwan on average performed worse after the 1997 Asian financial crisis. Journal: The Service Industries Journal Pages: 129-148 Issue: 4 Volume: 24 Year: 2004 Month: 7 X-DOI: 10.1080/0264206042000275235 File-URL: http://hdl.handle.net/10.1080/0264206042000275235 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:129-148 Template-Type: ReDIF-Article 1.0 Author-Name: Filipe J. Coelho Author-X-Name-First: Filipe J. Author-X-Name-Last: Coelho Author-Name: Chris Easingwood Author-X-Name-First: Chris Author-X-Name-Last: Easingwood Title: Multiple channel systems in services: pros, cons and issues Abstract: The number of companies in the services sector making use of two or more channels of distribution to market their products is increasing steadily, and this strategy is expected to become the dominant channel design. Nonetheless, research on the design of multiple channel systems is decidedly sparse. This article attempts to make a contribution to this topic by discussing the possible benefits of a multi-channel distribution strategy, the possible drawbacks and by discussing a number of issues that emerge. Finally the potential contribution of a number of research perspectives to a better understanding of the drivers of a multiple channel system is discussed. Journal: The Service Industries Journal Pages: 1-29 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276810 File-URL: http://hdl.handle.net/10.1080/0264206042000276810 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:1-29 Template-Type: ReDIF-Article 1.0 Author-Name: Paul A. Phillips Author-X-Name-First: Paul A. Author-X-Name-Last: Phillips Author-Name: Mehmet A. Sipahioglu Author-X-Name-First: Mehmet A. Author-X-Name-Last: Sipahioglu Title: Performance implications of capital structure: evidence from quoted UK organisations with hotel interests Abstract: The objective of this article is to foster research on the relationship between capital structure and corporate performance with hotel companies. Using data collected from 43 UK quoted organisations which possess an interest in owning and managing hotels, Modigliani and Miller's (1958) capital structure irrelevancy theorem is tested. Empirical analysis revealed no significant relationship between the level of debt found in the capital structure and financial performance. These results are consistent with Modigliani and Miller's theorem. Results also highlight that low levels of returns on equity are a feature of the sample. This latter point appears to an important issue for hotel investment, as hotel companies are continually looking to raise external finance to fund expansion. The findings of the study suggest that Chief Financial Officers of the sample organisations need to identify novel ways of expanding the business without increasing the levels of debt. The article concludes by providing examples of how some Chief Financial Officers are responding to the challenges of capital structure. Journal: The Service Industries Journal Pages: 31-51 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276829 File-URL: http://hdl.handle.net/10.1080/0264206042000276829 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:31-51 Template-Type: ReDIF-Article 1.0 Author-Name: Kenneth J. Klassen Author-X-Name-First: Kenneth J. Author-X-Name-Last: Klassen Author-Name: Thomas R. Rohleder Author-X-Name-First: Thomas R. Author-X-Name-Last: Rohleder Title: Using customer motivations to reduce peak demand: does it work? Abstract: This study considers whether consumers' motives to avoid waiting can be used to benefit both themselves and the services they attend. Specifically, two related aspects are explored: informing customers about alternative service delivery options that will allow them to avoid physically standing in line, and telling them at which times and days the service is usually busier (hoping they will avoid the more congested periods). The main issue is whether customers will alter their behaviour to avoid waiting --even in the absence of other incentives. Examples from four attempts to modify customer behaviour at two bank branches are analysed. Some of these attempts were quite successful in accomplishing their intended purpose and others were not. Results suggest that peak demand can be reduced and overall demand can be levelled using customer motivations, although the effectiveness of implementation depends on a number of factors. These factors include, among others, the type of clientele and the flexibility of the capacity. Journal: The Service Industries Journal Pages: 53-69 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276838 File-URL: http://hdl.handle.net/10.1080/0264206042000276838 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:53-69 Template-Type: ReDIF-Article 1.0 Author-Name: Khalid Abdul Aziz Alsahlawi Author-X-Name-First: Khalid Abdul Aziz Author-X-Name-Last: Alsahlawi Author-Name: Edward P.M. Gardener Author-X-Name-First: Edward P.M. Author-X-Name-Last: Gardener Title: Development banking and technological development: a case study of industrial development banks in the GCC countries Abstract: This article explores the important role of Industrial Development Banks in promoting the quality of technological development. It is argued that the historical experiences of the developed economies and several developing economies during recent times support the need and potentials of a more pro-active role by Industrial Development Banks. Against this background, the specific experiences of Industrial Development Banks in the Gulf Co-operation Council Countries are examined and the results of a select field survey are reported. This exploratory study suggests that some fundamental steps are needed in order to develop Industrial Development Banks from being comparatively passive conduits of technological aid to more active promoters of technological development. Journal: The Service Industries Journal Pages: 71-90 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276847 File-URL: http://hdl.handle.net/10.1080/0264206042000276847 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:71-90 Template-Type: ReDIF-Article 1.0 Author-Name: José Manuel Carvalho Vieira Author-X-Name-First: José Manuel Carvalho Author-X-Name-Last: Vieira Author-Name: Elisabete De Magalhães Serra Author-X-Name-First: Elisabete De Magalhães Author-X-Name-Last: Serra Author-Name: José Antonio Varela Gonzalez Author-X-Name-First: José Antonio Varela Author-X-Name-Last: Gonzalez Title: New services margin/high success discriminators Abstract: The present range of services, particularly financial, is subject to high privatisation and competition. Anticipating the future return of new projects is a critical challenge that confronts marketing managers at present. However, the transfer of success models from new products to services has not allowed a global vision of the internal and external environment that best set up the success of new services. Using a sample of 120 new Portuguese financial services (67 successful/57 failures), this study examines the relationships foreseen by a global model of success determinants of new services, i.e., formulates and tests hypotheses relative to the differentiated impact of the strategic and environmental factors on the multiple return indicators. The results of a binary logistic regression analysis suggest that a group of factors that best discriminate between new services of average and high return, through its different indicators that distinguishes the factors, is slightly different and less than one that distinguishes between successful and failed innovations. Journal: The Service Industries Journal Pages: 91-101 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276856 File-URL: http://hdl.handle.net/10.1080/0264206042000276856 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:91-101 Template-Type: ReDIF-Article 1.0 Author-Name: F.J. Lloréns Montes Author-X-Name-First: F.J. Lloréns Author-X-Name-Last: Montes Author-Name: A.J. Verdú Jover Author-X-Name-First: A.J. Verdú Author-X-Name-Last: Jover Title: Total quality management, institutional isomorphism and performance: the case of financial services Abstract: This article concentrates on the relationship between the number of years that the firms have been implementing total quality management and the impact its practice can have on performance. The literature provides studies revealing that the last firms to introduce total quality management fail partly due to the fact that they imitate the implementation strategy used. Based on a sample of 77 Spanish financial companies, this paper provides evidence of the concept of institutionalisation as a process by which different management practices are generalised. The conclusion reached is that the process differs depending on the moment in which the total quality management system is introduced. Journal: The Service Industries Journal Pages: 103-119 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276865 File-URL: http://hdl.handle.net/10.1080/0264206042000276865 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:103-119 Template-Type: ReDIF-Article 1.0 Author-Name: Mihaela Kelemen Author-X-Name-First: Mihaela Author-X-Name-Last: Kelemen Author-Name: Ioanna Papasolomou-Doukakis Author-X-Name-First: Ioanna Author-X-Name-Last: Papasolomou-Doukakis Title: Can culture be changed? a study of internal marketing Abstract: The article explores the ways in which internal marketing initiatives work in a number of UK retail banks from the point of view of both managers and employees. It suggests that although internal marketing attempts to function as a culture change mechanism, the resulting organisational cultures rather than being homogenous and united around the imagery of the consumer and service quality are in fact fragmented, ambiguous and contested by a variety of organisational stakeholders. Journal: The Service Industries Journal Pages: 121-135 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276874 File-URL: http://hdl.handle.net/10.1080/0264206042000276874 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:121-135 Template-Type: ReDIF-Article 1.0 Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Title: A study of cost efficiency and privatisation in Taiwan's banks: the impact of the Asian financial crisis Abstract: There is evidence to suggest that the Asian financial crisis has undermined cost efficiency, technical efficiency and allocative efficiency in Taiwan's banks, when a data envelopment analysis method is employed. Estimated results show that privately owned banks had higher cost efficiency than that of publicly owned banks in 1994--1996. However, the tide turned in 1997--2000, with cost efficiency of privately owned banks lower than publicly owned banks. The rate of return of banks and bank loss on bad loans would be the major reasons. Journal: The Service Industries Journal Pages: 137-151 Issue: 5 Volume: 24 Year: 2004 Month: 9 X-DOI: 10.1080/0264206042000276883 File-URL: http://hdl.handle.net/10.1080/0264206042000276883 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:5:p:137-151 Template-Type: ReDIF-Article 1.0 Author-Name: Byoungho Jin Author-X-Name-First: Byoungho Author-X-Name-Last: Jin Author-Name: Brenda Sternquist Author-X-Name-First: Brenda Author-X-Name-Last: Sternquist Title: Shopping is truly a joy Abstract: Some groups of consumers derive great pleasure from shopping; we refer to this as hedonic shopping value. This study contributes to the current literature by establishing construct equivalence in a cross-culture study and testing the relationship of positive and negative price cues with hedonic shopping value. We investigated this concept using confirmatory factor analysis to test equivalence between the two cultures on six dimensions of price and hedonism. Results indicate that the two-group path equality provided acceptable results (chi-square = 203.92 with 217 df, p = 0.73; GFI = 0.94). This indicated that the six dimensions of the price construct and hedonic shopping values are the same for the two countries. Therefore, we proceeded to test the hypotheses. As expected, neither of the two positive dimensions of price was significantly related to hedonic shopping value. Two of the four negative price cues, price mavenism and value consciousness, were positively related to hedonic shopping value. Journal: The Service Industries Journal Pages: 1-18 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299158 File-URL: http://hdl.handle.net/10.1080/0264206042000299158 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Adrian Sargeant Author-X-Name-First: Adrian Author-X-Name-Last: Sargeant Author-Name: Douglas C. West Author-X-Name-First: Douglas C. Author-X-Name-Last: West Author-Name: John B. Ford Author-X-Name-First: John B. Author-X-Name-Last: Ford Title: Does perception matter?: an empirical analysis of donor behaviour Abstract: This article provides the first empirically based marketing model of the perceptions of givers and the resulting impact on donations. Within nonprofit marketing there is a considerable amount of extant research to support the view that both extrinsic and intrinsic variables can be used to separate givers and non-givers to charities. However, they are less useful in explaining how individuals select between the charitable alternatives and in understanding how people determine and apportion support. Perceptual factors offer more utility in this regard. Structural equations models are presented based on a survey of over 2,300 active and lapsed donors that link a series of perceptual determinants to four relevant charity performance measures: the total amount given to charity, the number of gifts given, the giving lifetime between the individual and the charity, and the amount given yearly. Marketing management implications are identified. Journal: The Service Industries Journal Pages: 19-36 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299167 File-URL: http://hdl.handle.net/10.1080/0264206042000299167 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:19-36 Template-Type: ReDIF-Article 1.0 Author-Name: Helen Perks Author-X-Name-First: Helen Author-X-Name-Last: Perks Author-Name: Nina Riihela Author-X-Name-First: Nina Author-X-Name-Last: Riihela Title: An exploration of inter-functional integration in the new service development process Abstract: This article explores the nature of inter-functional integration in the new service development process through a detailed study of two new internal ICT services developed at one of Europe's largest service providers: Consignia, the UK postal service. The study develops a conceptual framework, incorporating dimensions of process, context and outcomes, to inform the analysis. The empirical findings reveal that the level and timing of appropriate functional stakeholders, influence of relationships with external stakeholders, formalisation and ownership of authority, shared understanding of goals and the influence of shifting organisational contexts act as critical factors underlying the nature of inter-functional activities and outcomes. Managerial implications and future research directions are drawn. Journal: The Service Industries Journal Pages: 37-63 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299176 File-URL: http://hdl.handle.net/10.1080/0264206042000299176 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:37-63 Template-Type: ReDIF-Article 1.0 Author-Name: Fevzi Okumus Author-X-Name-First: Fevzi Author-X-Name-Last: Okumus Title: Implementation of yield management practices in service organisations: empirical findings from a major hotel group Abstract: This article presents findings on the development and implementation of a centralised yield management project by an international hotel group in its over 160 hotel units. Data were collected over two years from the participant hotel group's three management levels through semi-structured interviews, observations and document analysis. The research findings reveal that developing and implementing a centralised yield management project is contextually a very complex and challenging task. Major problems and difficulties appear to have originated from the participant company's organisational structure and culture. In addition, a high labour turnover, poor HRM practices, ongoing developments and changes across the company seem to have had an impact on the implementation of yield practices. The existing literature on yield management seems to view yield implementation as a tactical activity and therefore fails to explain the strategic implications of deploying yield practices in service organisations. The overall recommendation of this article are that scholars and practitioners working in this area should view yield implementation more from the perspectives of strategic management and change management fields. Journal: The Service Industries Journal Pages: 65-89 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299185 File-URL: http://hdl.handle.net/10.1080/0264206042000299185 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:65-89 Template-Type: ReDIF-Article 1.0 Author-Name: Rachel Barkan Author-X-Name-First: Rachel Author-X-Name-Last: Barkan Author-Name: Aviad Israeli Author-X-Name-First: Aviad Author-X-Name-Last: Israeli Title: Testing servers' roles as experts and managers of tipping behaviour Abstract: This article studies the ability of servers to predict their own tips. A distinction is made between the two roles of servers with regard to tipping behaviour: the role of expert and the role of manager. As experts, servers understand the relations between several predictors and tip size, and are able to predict the tip they are about to receive. As managers, servers designate certain tip amounts, and then manage the service encounter so that their predictions are realised. This study maps the necessary conditions for an expert position and outlines the process for managing a service encounter. Empirical testing suggests that servers have an impressive predictive ability. The findings also offer some support to the view of the role of the server as manager. Journal: The Service Industries Journal Pages: 91-108 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299194 File-URL: http://hdl.handle.net/10.1080/0264206042000299194 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:91-108 Template-Type: ReDIF-Article 1.0 Author-Name: Neeru Sharma Author-X-Name-First: Neeru Author-X-Name-Last: Sharma Author-Name: Satinder Ojha * Author-X-Name-First: Satinder Author-X-Name-Last: Ojha * Title: Measuring service performance in mobile communications Abstract: With the rapid growth in the size of the cellular phone market, performance standards are emerging as the strategic imperative for the service providers in ensuring customer satisfaction. This article develops and validates a psychometrically sound multi-item measure of service performance in mobile communications. A pool of 16 items was developed to cover the hypothesised multiple aspects of service performance and tested using a sample of 120 customers. The construct validity of the multi-aspect service performance measure was evaluated through assessing convergent, discriminant and predictive validity. Mr Satinder provides consultating services in the marketing of high technology products and services. Journal: The Service Industries Journal Pages: 109-128 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299202 File-URL: http://hdl.handle.net/10.1080/0264206042000299202 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:109-128 Template-Type: ReDIF-Article 1.0 Author-Name: Barbara Casu Author-X-Name-First: Barbara Author-X-Name-Last: Casu Author-Name: Claudia Girardone Author-X-Name-First: Claudia Author-X-Name-Last: Girardone Title: Large banks' efficiency in the single European market Abstract: This paper examines cost and profit efficiency of large banking firms by defining a common European frontier over the period immediately following the completion of the Single Market Programme in 1992. Despite a slight increase in cost efficiency, country-specific characteristics appear to play important roles in the explanation of cost efficiency scores and significant differences, including varying competitive conditions, seem to exist across European banking markets. In contrast, results derived from the estimation of an alternative profit function seem to suggest that the efficiency gap among countries decreased substantially over the years under study. Journal: The Service Industries Journal Pages: 129-142 Issue: 6 Volume: 24 Year: 2004 Month: 11 X-DOI: 10.1080/0264206042000299211 File-URL: http://hdl.handle.net/10.1080/0264206042000299211 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:129-142 Template-Type: ReDIF-Article 1.0 Author-Name: Leslie de Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: de Chernatony Author-Name: Susan Drury Author-X-Name-First: Susan Author-X-Name-Last: Drury Author-Name: Susan Segal-Horn Author-X-Name-First: Susan Author-X-Name-Last: Segal-Horn Title: Using triangulation to assess and identify successful services brands Abstract: This article examines the pragmatic use of triangulation to assess services brand success, and the theoretical and practical issues faced employing the technique. This is illustrated via a UK case study using triangulation to assess the relative success of services brands, so successful versus less successful brands could be investigated in a larger research project. This article concludes that triangulation is a helpful technique in the assessment of complex and multi-faceted concepts such as services brands' success. It offers a more balanced, holistic picture than would any one method alone, and it enabled the selection of particular brands with more confidence for the next stage of research. Journal: The Service Industries Journal Pages: 5-21 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302388 File-URL: http://hdl.handle.net/10.1080/0264206042000302388 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:5-21 Template-Type: ReDIF-Article 1.0 Author-Name: Poh Kam Wong Author-X-Name-First: Poh Kam Author-X-Name-Last: Wong Author-Name: Zi-Lin He Author-X-Name-First: Zi-Lin Author-X-Name-Last: He Title: A comparative study of innovation behaviour in Singapore's KIBS and manufacturing firms Abstract: While most services innovation studies are concentrated on the OECD or EU countries, research on services innovation in the non-OECD context is still rare. This study investigates innovation behaviour of a certain group of services -- knowledge-intensive business services (KIBS), compared with the manufacturing sector in Singapore. The main findings of this study are: (1) KIBS firms have higher innovating ratio than manufacturing firms, but innovating manufacturing firms are more likely to do R&D than innovating KIBS firms; (2) KIBS firms have higher human capital intensity, training spending intensity, innovation spending intensity, and R&D spending intensity than manufacturing firms; (3) KIBS firms and manufacturing firms have similar innovation objectives, although some delicate nuances do exist; (4) KIBS firms are less likely to have overseas partners for innovation collaboration than manufacturing firms; (5) there is a U pattern of innovation collaboration with geographic distance for both KIBS and manufacturing firms; (6) social capitals are important for KIBS firms' successful provision of innovation support to manufacturing clients; (7) the importance of spatial proximity varies over different phases of innovation support. Journal: The Service Industries Journal Pages: 23-42 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302397 File-URL: http://hdl.handle.net/10.1080/0264206042000302397 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:23-42 Template-Type: ReDIF-Article 1.0 Author-Name: Lawrence F. Cunningham Author-X-Name-First: Lawrence F. Author-X-Name-Last: Cunningham Author-Name: Clifford E. Young Author-X-Name-First: Clifford E. Author-X-Name-Last: Young Author-Name: Moonkyu Lee Author-X-Name-First: Moonkyu Author-X-Name-Last: Lee Title: Customer perceptions of service dimensions: American and Asian perspectives Abstract: This article reports the results of a study that examined how US, Korean and Taiwanese customers perceived and classified a set of 13 services based on multidimensional scaling (MDS). Service classifications were developed on a perceptual space where the actual services were mapped for three countries, US, Korea and Taiwan. The results suggest service perceptions and classifications. The dimensions and correlations for the classifications and services displayed many consistencies and some differences among American, Korean and Taiwanese consumers. Directions for future academic research and managerial implications are cited and discussed. Journal: The Service Industries Journal Pages: 43-59 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302405 File-URL: http://hdl.handle.net/10.1080/0264206042000302405 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:43-59 Template-Type: ReDIF-Article 1.0 Author-Name: Marianna Sigala Author-X-Name-First: Marianna Author-X-Name-Last: Sigala Author-Name: Peter Jones Author-X-Name-First: Peter Author-X-Name-Last: Jones Author-Name: Andrew Lockwood Author-X-Name-First: Andrew Author-X-Name-Last: Lockwood Author-Name: David Airey Author-X-Name-First: David Author-X-Name-Last: Airey Title: Productivity in hotels: a stepwise data envelopment analysis of hotels' rooms division processes Abstract: Low productivity within service industries has been a major concern, but this situation is unlikely to improve without a general change in the way productivity is measured and managed. This paper aims to illustrate the value of stepwise data envelopment analysis (DEA) for measuring and benchmarking productivity. The issues and problems regarding productivity measurement as well as the advantages of using DEA in productivity measurement are analysed. The article extends current DEA applications by developing a stepwise approach to DEA. The latter technique combines correlation and DEA analysis for developing robust models and sound productivity measurement. The advantages of the proposed methodology are illustrated by applying it to a dataset of three-star hotels in the UK. Six inputs and three outputs are identified as the factors affecting rooms division efficiency in three star hotels. Journal: The Service Industries Journal Pages: 61-81 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302414 File-URL: http://hdl.handle.net/10.1080/0264206042000302414 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:61-81 Template-Type: ReDIF-Article 1.0 Author-Name: Rodolfo Váquez Casielles Author-X-Name-First: Rodolfo Váquez Author-X-Name-Last: Casielles Author-Name: Leticia Suárez Álvarez Author-X-Name-First: Leticia Suárez Author-X-Name-Last: Álvarez Author-Name: Ana María Díaz Martín Author-X-Name-First: Ana María Díaz Author-X-Name-Last: Martín Title: Trust as a key factor in successful relationships between consumers and retail service providers Abstract: Previous research has shown that trust plays a key role in the development of stable relationships between a service provider and its customers, and many authors have devoted considerable attention to identifying its antecedents and consequences. The aim of this study is to investigate these issues in the context of retail travel agencies, a service setting where new information technologies are questioning personal relationships and where the concepts of service quality and customer loyalty have become critical for differentiating from competitors. Journal: The Service Industries Journal Pages: 83-101 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302423 File-URL: http://hdl.handle.net/10.1080/0264206042000302423 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:83-101 Template-Type: ReDIF-Article 1.0 Author-Name: Panikkos Constanti Author-X-Name-First: Panikkos Author-X-Name-Last: Constanti Author-Name: Paul Gibbs Author-X-Name-First: Paul Author-X-Name-Last: Gibbs Title: Emotional labour and surplus value: the case of holiday ‘reps’ Abstract: Service organizations are encouraged by the literature [Grönroos, 1996, 1997; 2000; Zeithaml and Bitner, 2000] to consider the manner in which employees perform at the customer/front-line employee interface, as a means to gain competitive advantage. The employee's behaviour requires ‘emotional labour’ [Hochschild, 1983] where the front-line employee has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit but of satisfaction for the customer and profit for the management. The article discusses whether the service employee is being exploited in this three-way relationship, and how surplus value accrues and its benefit distributed. Expecting emotional labour from employees can be exploitative, thus increasing the risk of potential deceit, in particular where poor recruitment, training and support recovery accompany the expectations of the emotional labourer. To illustrate this argument, data gathered from in-depth interviews with three holiday ‘reps’ are used. Journal: The Service Industries Journal Pages: 103-116 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302432 File-URL: http://hdl.handle.net/10.1080/0264206042000302432 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:103-116 Template-Type: ReDIF-Article 1.0 Author-Name: Michael C. S. Wong Author-X-Name-First: Michael C. S. Author-X-Name-Last: Wong Author-Name: Sherriff T. K. Luk Author-X-Name-First: Sherriff T. K. Author-X-Name-Last: Luk Author-Name: Stephen C.Y. Li Author-X-Name-First: Stephen C.Y. Author-X-Name-Last: Li Title: Equity ownership and management control in Sino-foreign joint venture hotels Abstract: This article investigates the ownership-control relationship among China international joint ventures in the hotel industry. The findings indicate that equity ownership by foreign partners strongly affects their control over staffing and strategic management activities. This relationship is robust among hotels of different size and star ratings. However, these relationships, though they are not as strong as suggested, can be mediated by country effect. Foreign partners from Hong Kong, Singapore and Japan tend to acquire higher level of ownership and control on joint venture hotels in China, whereas foreign partners from the United States, Canada, and Europe are not. Journal: The Service Industries Journal Pages: 117-133 Issue: 1 Volume: 25 Year: 2005 Month: 1 X-DOI: 10.1080/0264206042000302441 File-URL: http://hdl.handle.net/10.1080/0264206042000302441 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:1:p:117-133 Template-Type: ReDIF-Article 1.0 Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Title: Business services, the new engine of French regional growth Abstract: This article analyses the evolution of employment in the French regions, putting the accent on business service firms. A ‘shift and share’ type of analysis shows that a primary decentralisation in tertiary activities seems to emerge in the 1990s, essentially pertaining to ancillary producer services. An explanatory analysis backs up the general validity of the regional economic base theory: the basic activities, to which business services can quite legitimately be attached, certainly play a leading long-term role on global employment dynamics. Finally it shows that over the past 20 years, the regional offer of services to businesses has been the major discriminating variable between regions, greatly influencing the evolution of basic employment and thus confirming the vital driving force of this sector in regional dynamics. Journal: The Service Industries Journal Pages: 141-161 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305394 File-URL: http://hdl.handle.net/10.1080/0264206042000305394 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:141-161 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Rubalcaba Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Author-Name: Fernando Merino Author-X-Name-First: Fernando Author-X-Name-Last: Merino Title: Urban supply--demand interrelations in business services Abstract: Business services are mainly concentrated in major urban economic areas, and affect the way in which supply and demand interact at urban level. Firstly, this article explains the corresponding impact for location and use, given a set of possible explanatory factors. Secondly, we test hypotheses within the Madrid region: a specific econometric model (a 3-steps Probit) tested upon an ad hoc survey covering 32 services in 14 cities. The results confirm the expected limited impact of local supply on demand behaviour, but show differences depending on the type of services. Journal: The Service Industries Journal Pages: 163-180 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305402 File-URL: http://hdl.handle.net/10.1080/0264206042000305402 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:163-180 Template-Type: ReDIF-Article 1.0 Author-Name: C. Michael Wernerheim Author-X-Name-First: C. Michael Author-X-Name-Last: Wernerheim Author-Name: Christopher A. Sharpe Author-X-Name-First: Christopher A. Author-X-Name-Last: Sharpe Title: Employment and location patterns of advanced services in non-urban Canada Abstract: This article examines the location pattern and role of advanced producer services outside the metropolitan core. Will such services migrate to and stay in peripheral regions and boost growth as would be necessary if such regions are to benefit from the growth of the advanced services sector? Our results for Canada suggest real limits to the upside potential. We reach this conclusion from a descriptive analysis of employment and establishment data, and from a statistical test of agglomeration behaviour of professional, scientific and technical services establishments in non-urban Canada. Journal: The Service Industries Journal Pages: 181-211 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305411 File-URL: http://hdl.handle.net/10.1080/0264206042000305411 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:181-211 Template-Type: ReDIF-Article 1.0 Author-Name: Laurence Moyart Author-X-Name-First: Laurence Author-X-Name-Last: Moyart Title: The role of producer services in regional development: what opportunities for medium-sized cities in Belgium? Abstract: The presence or absence of producer services in a region is supposed to influence regional development. Nevertheless, the way in which these activities contribute to regional development is still very imperfectly understood. This article is a combined theoretical--empirical analysis of four of these mechanisms: the employment effect, the exportation effect, the productivity--competitivity effect and the attraction effect. Journal: The Service Industries Journal Pages: 213-228 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305420 File-URL: http://hdl.handle.net/10.1080/0264206042000305420 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:213-228 Template-Type: ReDIF-Article 1.0 Author-Name: Erika Nagy Author-X-Name-First: Erika Author-X-Name-Last: Nagy Title: Transition and polarisation: advanced producer services in the emerging regional (market) economies Abstract: This article is focused on role of advanced producer services in regional development in emerging market economies. The starting point of the analysis is Porter's concept on competitive advantage of regions that rests on the performance of local firms. The APS sector is discussed as a significant element of the value chain, supporting the adaptation of local agents to the emerging system market regulations and the rapid structural changes of the national, regional and local markets in Hungary. Although, empirical studies as well as statistical calculations suggested that, flexible strategies employed by service providers contributed to economic growth in regions embedded in global production systems, the national economy was basically dichotomised by the spatial centralisation of APSs. Journal: The Service Industries Journal Pages: 229-251 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305439 File-URL: http://hdl.handle.net/10.1080/0264206042000305439 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:229-251 Template-Type: ReDIF-Article 1.0 Author-Name: José A. Camacho Author-X-Name-First: José A. Author-X-Name-Last: Camacho Author-Name: Mercedes Rodríguez Author-X-Name-First: Mercedes Author-X-Name-Last: Rodríguez Title: How innovative are services? an empirical analysis for Spain Abstract: The relevance of innovation as an engine of economic growth has never been denied, but the main emphasis has typically been placed on the manufacturing sector. A key step in this direction is the carrying out of innovation surveys that include the tertiary sector. Along these lines, the aim of this article is to provide evidence about the innovative character of services in Spain. Drawing on the Third Community Innovation Survey (CIS 3) for Spain, we use factor and cluster analyses to demonstrate that services do innovate, and to locate these activities in the production system. Journal: The Service Industries Journal Pages: 253-271 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305448 File-URL: http://hdl.handle.net/10.1080/0264206042000305448 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:253-271 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Author-Name: Martin Buttle Author-X-Name-First: Martin Author-X-Name-Last: Buttle Title: Enabling inclusion through alternative discursive formations: the regional development of community development loan funds in the United Kingdom Abstract: This article explores the growth and geography of Community Development Loan Funds (CDLFs) in the UK. CDLFs usually operate locally to overcome financial exclusion by providing a mechanism that enables wider social inclusion in disadvantaged areas. The article uses two cases studies of CDLFs to show how these alternative financial institutions balance the tension between profitability versus social objectives. CDLFs are ‘alternative’ financial institutions as their business model is based on alternative discursive formations of profitability related to value. Combining these variables produces a complex uneven regional geography of access; complex as local CDLF availability may still imply that organizations experience financial exclusion. Journal: The Service Industries Journal Pages: 273-288 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305457 File-URL: http://hdl.handle.net/10.1080/0264206042000305457 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:273-288 Template-Type: ReDIF-Article 1.0 Author-Name: Harry Greenfield Author-X-Name-First: Harry Author-X-Name-Last: Greenfield Title: Letter: curing ‘Baumol's Disease’ Journal: The Service Industries Journal Pages: 289-290 Issue: 2 Volume: 25 Year: 2005 Month: 3 X-DOI: 10.1080/0264206042000305466 File-URL: http://hdl.handle.net/10.1080/0264206042000305466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:2:p:289-290 Template-Type: ReDIF-Article 1.0 Author-Name: Jorge M. Oliveira-Castro Author-X-Name-First: Jorge M. Author-X-Name-Last: Oliveira-Castro Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Author-Name: Teresa C. Schrezenmaier Author-X-Name-First: Teresa C. Author-X-Name-Last: Schrezenmaier Title: Patterns of consumer response to retail price differentials Abstract: Decomposing price elasticity suggests that the major impact of promotions is on brand switching rather than increased consumption. Consumers may also buy smaller quantities of more expensive brands when compared to cheaper ones (inter-brand elasticity). Using panel data for the purchases of 80 consumers buying nine product categories over a 16-week period, we verified that inter-brand elasticities occur, and report the relative importance of intra- and inter-brand elasticities in determining quantity price elasticity per shopping occasion for the product category. Brands were classified by informational (socially mediated) and utilitarian (product-mediated) benefits. Intra-brand elasticity was higher than utilitarian inter-brand elasticity, which was higher than informational inter-brand elasticity. Journal: The Service Industries Journal Pages: 309-335 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050392 File-URL: http://hdl.handle.net/10.1080/02642060500050392 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:309-335 Template-Type: ReDIF-Article 1.0 Author-Name: Christian Schulz Author-X-Name-First: Christian Author-X-Name-Last: Schulz Title: Foreign environments: The internationalisation of environmental producer services Abstract: The ‘greening’ of manufacturing firms has created new markets for environmental producer services. Environmental service providers from industrialised countries are more and more forced to internationalise, often due to the international activities of their client firms or to an insufficient offer of such services in the host countries. While knowledge-intensive services in general face problems entering foreign markets, environmental producer services are particularly confronted with specific non-tariff barriers. The latter are not only related to regulatory frameworks, accreditation problems (‘neo-protectionism’) or missing cultural skills, but also to specific aspects such as confidence between service provider and client firm. Journal: The Service Industries Journal Pages: 337-354 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050418 File-URL: http://hdl.handle.net/10.1080/02642060500050418 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:337-354 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Jackson Author-X-Name-First: Paul Author-X-Name-Last: Jackson Author-Name: Kamel Mellahi Author-X-Name-First: Kamel Author-X-Name-Last: Mellahi Author-Name: Leigh Sparks Author-X-Name-First: Leigh Author-X-Name-Last: Sparks Title: Shutting up shop: understanding the international exit process in retailing Abstract: Internationalisation is a much-studied phenomenon. Exit from international markets has been less analysed. Where it has been studied, most work has been on motives and causes, with relatively little on processes. This article explores the process of international exit in a retail context. It examines the run-up to, announcement of and fall-out from the decision by Marks and Spencer (one of Britain's leading retailers) to close its French stores. The article concludes that understanding the process of market exit is at least as important both for theoretical and practical reasons as understanding the decision to exit or divest. Further research needs to be undertaken on market exit and the processes involved, in order to contribute further to the theory and practice of internationalisation. Journal: The Service Industries Journal Pages: 355-371 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050475 File-URL: http://hdl.handle.net/10.1080/02642060500050475 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:355-371 Template-Type: ReDIF-Article 1.0 Author-Name: Julia A. Kiely Author-X-Name-First: Julia A. Author-X-Name-Last: Kiely Title: Emotions in business-to-business service relationships Abstract: Emotion in business-to-business service relationships regarding cargo services is explored. The service relationship is characterised by mutual trust and cooperation. Contact is mainly via telephone or e-mail with some face-to-face interactions and participants providing a complex, multi-skilled seamless service. Experience rather than training plays a vital role with long-term service relationships built up and maintained. Emotional sensitivity is acquired partly by experience and a repeat customer base but mainly through a genuine desire to help and get to know others. In contrast to the view of emotional labour bringing managerial control or adverse affects to service staff, the emotion engendered by this work is authentic expression bringing personal satisfaction. Journal: The Service Industries Journal Pages: 373-390 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050517 File-URL: http://hdl.handle.net/10.1080/02642060500050517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:373-390 Template-Type: ReDIF-Article 1.0 Author-Name: Roger Bennett Author-X-Name-First: Roger Author-X-Name-Last: Bennett Title: Factors encouraging competitive myopia in the performing arts sector: an empirical investigation Abstract: Arts and cultural organisations are frequently accused of ‘competitive myopia’, i.e., of failing to realise that damaging competition can emerge as much from developments in the broader leisure and entertainment sectors (cinema, sports arenas, home entertainment, etc.) as from the activities of other arts and cultural venues. This empirical study of 141 British theatre companies explored the influences of certain market and organisational factors (market communality, environmental complexity and volatility, resource slack, accountability systems and managers' backgrounds) on the extent and depth of a theatre management's search for information regarding ‘unconventional’ competitors. Around half the theatres in the sample made no attempt whatsoever to assess competitive threats outside the performing arts domain. The theatres most likely to collect information on unconventional competitors were those which (1) operated in ‘complex’ markets and in markets perceived to overlap with the customer bases of unconventional competitors, (2) possessed organisation systems wherein managers were subject to large amounts of personal accountability, and (3) employed well-qualified people to administer threat assessment processes. Journal: The Service Industries Journal Pages: 391-401 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050541 File-URL: http://hdl.handle.net/10.1080/02642060500050541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:391-401 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: The intrapreneur role of the development directors in an international hotel group Abstract: This article fills a gap in the research undertaken into the role of intrapreneurs in the international expansion process of an organisation. The intrapreneurial role of development directors (DDs) in implementing franchising decisions in an international hotel group was investigated. In-depth interviews, observations and document analysis were used as the data collection techniques. Findings suggest that human factors play an important role in the expansion process and, in a culturally diverse context, franchising is very much the concern of the development directors who provide the attributes of intrapreneurs, both in the organisation and externally in the market. Journal: The Service Industries Journal Pages: 403-419 Issue: 3 Volume: 25 Year: 2005 Month: 4 X-DOI: 10.1080/02642060500050707 File-URL: http://hdl.handle.net/10.1080/02642060500050707 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:403-419 Template-Type: ReDIF-Article 1.0 Author-Name: Nicholas Alexander Author-X-Name-First: Nicholas Author-X-Name-Last: Alexander Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Identifying the role of services in the regional economy and servicing the identity of the region Journal: The Service Industries Journal Pages: 421-428 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092022 File-URL: http://hdl.handle.net/10.1080/02642060500092022 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:421-428 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Wood Author-X-Name-First: Peter Author-X-Name-Last: Wood Title: A service-informed approach to regional innovation -- or adaptation? Abstract: This article explores the implications of a ‘service-informed’ understanding of economic growth and restructuring for regional analysis and policies. As well as growing tradability, the more fundamental role of service functions is to support other activities with specialist expertise. ‘Service’ qualities are also keys to innovativeness, including interactivity, market awareness and intangible qualities such as trust. These qualities remain outside technology-focused economic modelling and monitoring. The ‘new economy’ debate is contrasted with recent theoretical insights into service-based innovation. Innovation studies need to be broadened to encompass wider issues of economic adaptability, largely determined by service relationships. The growth of knowledge-intensive business services (KIBS) reflects wider regional differences in the corporate, SME and public sector nexus of knowledge-based service functions. Regional competitiveness is thus favoured more by the diversity of global urban regions than the technologies within regional innovation systems. A service-informed perspective should emphasise the full knowledge base required for regional adaptability. Journal: The Service Industries Journal Pages: 429-445 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092063 File-URL: http://hdl.handle.net/10.1080/02642060500092063 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:429-445 Template-Type: ReDIF-Article 1.0 Author-Name: Sven Illeris Author-X-Name-First: Sven Author-X-Name-Last: Illeris Title: The role of services in regional and urban development: A reappraisal of our understanding Abstract: A first approach is a primarily theoretical re-examination of the economic base model. It is concluded that only with substantial modification, can it be maintained as a simple model of the interplay between sectors creating regional and urban development. A second approach is to examine empirically the notion that since service activities now show above-average growth and are above-average concentrated in big cities, they pull economic development towards big cities. This is shown not necessarily to be the case, indeed it may be called ‘the structural fallacy’. Shift-share analyses in France and Denmark in the last decades of the twentieth century show that shifts out of the big cities more than counter-balance their structural advantages. However, this is not necessarily the case everywhere or in all periods. A third approach is, using the concepts and findings of the first two, to discuss the role of services in the development of rural areas, small and medium-sized towns, and big cities in Western Europe. Journal: The Service Industries Journal Pages: 447-460 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092097 File-URL: http://hdl.handle.net/10.1080/02642060500092097 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:447-460 Template-Type: ReDIF-Article 1.0 Author-Name: William B. Beyers Author-X-Name-First: William B. Author-X-Name-Last: Beyers Title: Services and the changing economic base of regions in the united states Abstract: This article presents estimates of the contribution of service industries to the economic base of regional economies in the United States over the 1995--2000 time period. The article utilises data for the 172 BEA Economic Areas, and directly confronts the change in statistical accounts in the United States from the SIC to NAICS classification system. The article documents the strong contribution of service industries to the growth in the economic base of these regions, and it also documents the uneven pattern of growth among regions in the United States during this time period. Journal: The Service Industries Journal Pages: 461-476 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092113 File-URL: http://hdl.handle.net/10.1080/02642060500092113 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:461-476 Template-Type: ReDIF-Article 1.0 Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Title: Regional landscape of services in Central and Eastern European countries Abstract: Transition brought about deep structural changes to Central and Eastern European Countries (CEEC) and increased differences in regional development. The patterns of regional variation in services development in these countries are poorly explored. This article aims to narrow the gap in knowledge by relying on a modified economic base model and on convergence/divergence discourse. It is being argued that transition-related factors and structural characteristics explain different levels and trends in regional variation of services in individual CEEC. The lack of data hides divergent tendencies in the regional variation of individual services that need to be further addressed. Journal: The Service Industries Journal Pages: 477-491 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092139 File-URL: http://hdl.handle.net/10.1080/02642060500092139 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:477-491 Template-Type: ReDIF-Article 1.0 Author-Name: Lena Mossberg Author-X-Name-First: Lena Author-X-Name-Last: Mossberg Author-Name: Ingeborg Astrid Kleppe Author-X-Name-First: Ingeborg Astrid Author-X-Name-Last: Kleppe Title: Country and destination image -- different or similar image concepts? Abstract: Country Image and Destination Image exist as two parallel research tracks with almost no cross-references although the concepts refers to nearly the same area of applied marketing, namely export products to international consumer markets. This paper aims to determine how country image and destination image refer to the same image objects. Concepts related to country image are organised in a hierarchical framework where country image is seen as an image pool for product-related image concepts. Similarly destination image can be seen as an umbrella concept for different geographical units, which can be organised in a vertical framework. By combining these two frameworks we claim that there is substantial overlap between the two concepts with regard to the objects they refer to. Journal: The Service Industries Journal Pages: 493-503 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092147 File-URL: http://hdl.handle.net/10.1080/02642060500092147 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:493-503 Template-Type: ReDIF-Article 1.0 Author-Name: P. W. Daniels Author-X-Name-First: P. W. Author-X-Name-Last: Daniels Author-Name: J. R. Bryson Author-X-Name-First: J. R. Author-X-Name-Last: Bryson Title: Sustaining business and professional services in a second city region Abstract: Few studies exist of the role of business and professional services (BPS) in second city regions that have experienced significant levels of deindustrialisation. The case for enhancing our understanding of the dynamics of BPS firms in the economy of a second city suggests that it is timely to explore their geography and structural dynamics outside global city regions. Structural and firm determinants of competitive advantage and disadvantage are identified and explored using the Birmingham city region (UK) as a case example employing evidence from a survey of BPS firms undertaken in 2002. The determinants of the sustainability of BPS firms in the context of Birmingham's position as the UK's second city, the growth of inter-regional trade in BPS, and the internationalisation of their markets is explored. Journal: The Service Industries Journal Pages: 505-524 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092220 File-URL: http://hdl.handle.net/10.1080/02642060500092220 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:505-524 Template-Type: ReDIF-Article 1.0 Author-Name: Elaine Ramsey Author-X-Name-First: Elaine Author-X-Name-Last: Ramsey Author-Name: Patrick Ibbotson Author-X-Name-First: Patrick Author-X-Name-Last: Ibbotson Author-Name: Jim Bell Author-X-Name-First: Jim Author-X-Name-Last: Bell Author-Name: Patrick Mccole Author-X-Name-First: Patrick Author-X-Name-Last: Mccole Title: Internet-based business among knowledge intensive business services: Some Irish regional evidence Abstract: Technological innovation associated with e-business is now widely appreciated as one of the key drivers of positive economic change and innovation performance and provides a potentially important test of a region or nation's ability to generate and sustain competitiveness. Specifically, the importance of the knowledge-intensive business service sector to economic growth will increase significantly with rapid development of the service economy and the rise of e-business. Using a quantitative methodology, the research described in this article was aimed at exploring these issues relative to e-business activities within the two regions of Northern Ireland and Republic of Ireland. We examined e-business ‘global’ drivers, barriers, uses and benefits, and found (among other things) a high level of website ownership (64 per cent). The main perceived barrier to future e-business plans was a lack of government support. Journal: The Service Industries Journal Pages: 525-545 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092337 File-URL: http://hdl.handle.net/10.1080/02642060500092337 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:525-545 Template-Type: ReDIF-Article 1.0 Author-Name: Mikel Zurbano Author-X-Name-First: Mikel Author-X-Name-Last: Zurbano Title: Services, networks and territory: The case of MCC in the Basque Country Abstract: The purpose of this article is two-fold. On the one hand it seeks to establish a framework for studying the behaviour of networks of companies in the provision of business services, through a diagnosis of the particular model developed by the MCC co-operative corporation in the Basque Country. On the other hand, it seeks to further analysis of the impact of such organisations on local development of services. The key concepts in understanding this influence are embeddedness and the social capital built up in the local area by the network of co-operatives thanks to strategic factors such as trust and proximity. Journal: The Service Industries Journal Pages: 547-561 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092352 File-URL: http://hdl.handle.net/10.1080/02642060500092352 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:547-561 Template-Type: ReDIF-Article 1.0 Author-Name: José A. Camacho Author-X-Name-First: José A. Author-X-Name-Last: Camacho Author-Name: Mercedes Rodríguez Author-X-Name-First: Mercedes Author-X-Name-Last: Rodríguez Title: Services and regional development: An analysis of their role as human capital drivers in the Spanish Regions Abstract: The complexity of economies nowadays necessitates qualified workers more than ever. Given the great share of services in production and employment, the educational attainment of the people employed in this sector has a special impact on growth. Following this reasoning, the aim of this paper is to analyse the extent to which the differences in the location of the service sector can explain the differences in human capital, and, as a consequence, in development, among the Spanish regions. The results obtained highlight the ‘human capital-intensive’ nature that a great share of service activities have, and the tendency of ‘very high-skills’ services to be concentrated in regions with higher levels of human capital. Journal: The Service Industries Journal Pages: 563-577 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092394 File-URL: http://hdl.handle.net/10.1080/02642060500092394 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:563-577 Template-Type: ReDIF-Article 1.0 Author-Name: Per Åke Nilsson Author-X-Name-First: Per Åke Author-X-Name-Last: Nilsson Author-Name: Tage Petersen Author-X-Name-First: Tage Author-X-Name-Last: Petersen Author-Name: Stephen Wanhill Author-X-Name-First: Stephen Author-X-Name-Last: Wanhill Title: Public support for tourism SMEs in peripheral areas: The arjeplog project, northern sweden Abstract: Within the European Union, the tourism issues facing many peripheral areas are similar to those elsewhere in the world. Beginning in the late 1980s, the emphasis of thinking in the Union moved away from large automatic grants to attract inward investment projects, towards small firms and indigenous development. As party to this thinking, tourism SMEs have been assigned an important role in the process of regional convergence. While investment subsidies remain a key instrument, they have been supplemented by technical support to tailor assistance to the needs of the individual firm. The latter aspect is an important plank in Swedish regional policy, which sees investing in human competencies as the core to innovative development at the local level. This paper examines the progress and the outcomes of a four-year programme to upgrade the level of business skills in eight tourism SMEs, which are located in the sparsely populated regions of northern Sweden. Journal: The Service Industries Journal Pages: 579-599 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092436 File-URL: http://hdl.handle.net/10.1080/02642060500092436 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:579-599 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: The new role of the corporate and functional strategies in the tourism sector: Spanish small and medium-sized hotels Abstract: This article aims at establishing the presence or lack of possible relationships between the existence of a logical global strategy definition in Spanish small and medium-sized hotels and its links with functional or department strategies involving four areas -- marketing, technology, human resources and finance. Results show that there is a relationship between enterprise size -- using business turnover as a yardstick -- and the proper definition of technology, human resources and finance functions. There is also a relationship between enterprise size, determined by the number of employees, and an adequate definition of corporate strategy and technology and human resources department functions. A binding relationship has been found to exist between marketing and human resources department policies, between technology and finance policies, and lastly between the areas of human resources and finance. A relationship has also been established between strategies devised by enterprise management and policies conducted by marketing and technology departments. Journal: The Service Industries Journal Pages: 601-613 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092469 File-URL: http://hdl.handle.net/10.1080/02642060500092469 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:601-613 Template-Type: ReDIF-Article 1.0 Author-Name: Sven Illeris Author-X-Name-First: Sven Author-X-Name-Last: Illeris Title: The RESER survey of 1998--2003 literature on services and regional development: A synthesis based on national reports Abstract: The article attempts to synthesise surveys of recent research on services and regional development, conducted in six European countries/language areas. It distinguishes (1) research on service activities selling to markets outside their own region; and (2) research on service activities which are necessary conditions for other local firms which sell their products outside their own region. These two categories are inherently relevant for regional development and represent a thorough modification of the traditional economic base model. But even a third category, service activities with purely local markets, influence regional development differentially, since the structural changes taking place in them favour some regions more than others. In a concluding discussion, a number of themes are identified which should be given high priority in future research. Journal: The Service Industries Journal Pages: 615-623 Issue: 4 Volume: 25 Year: 2005 Month: 6 X-DOI: 10.1080/02642060500092576 File-URL: http://hdl.handle.net/10.1080/02642060500092576 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:4:p:615-623 Template-Type: ReDIF-Article 1.0 Author-Name: Patrick A.M. Vermeulen Author-X-Name-First: Patrick A.M. Author-X-Name-Last: Vermeulen Author-Name: Jeroen P.J. De Jong Author-X-Name-First: Jeroen P.J. Author-X-Name-Last: De Jong Author-Name: K.C. O'shaughnessy Author-X-Name-First: K.C. Author-X-Name-Last: O'shaughnessy Title: Identifying key determinants for new product introductions and firm performance in small service firms Abstract: Small firms have gained increasing attention in the innovation literature. Focusing mainly on manufacturing based literature we identified several key factors that contribute to the innovative potential of small firms. However, we do not know if these factors are recognised and used in small service firms. Distinguishing various types of service industries, our goal with this paper is threefold. First, we describe to what extent service firms use the key factors to their advantage. Second, we try to establish if there is a relation between the key factors and new product introductions. Third, we want to see if new product introductions indeed contribute to firm performance. After a survey among 502 Dutch service firms, we reveal some major differences between various types of service industries. Journal: The Service Industries Journal Pages: 625-640 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500100783 File-URL: http://hdl.handle.net/10.1080/02642060500100783 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:625-640 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiuju Rebecca Yen Author-X-Name-First: Hsiuju Rebecca Author-X-Name-Last: Yen Title: An attribute-based model of quality satisfaction for Internet self-service technology Abstract: Many factors may contribute to consumers' satisfaction with Internet shopping, but the issue has rarely been addressed from the perspective of customer participation. Drawing on the attribute-based model, this article examines the attributes important for consumer satisfaction with Internet-based self-service technology (ISST). In addition, the current study argues that the importance of the attributes in determining consumers' satisfaction would vary as a function of their readiness to adopt technology. A survey was conducted to collect data from experienced users of online travel agencies or bookstores. The results based on 459 participants show that efficiency, ease of use, performance, perceived control and convenience are attributes having significant impacts on users' satisfaction with ISST. This study also identifies three consumer segments among ISST users based on their scores on technology-readiness drivers and inhibitors. As predicted, the importance of each attribute at determining user satisfaction varies across the three segments. Finally, implications for managers and researchers are discussed. Journal: The Service Industries Journal Pages: 641-659 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500100833 File-URL: http://hdl.handle.net/10.1080/02642060500100833 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:641-659 Template-Type: ReDIF-Article 1.0 Author-Name: Leonard J. Paas Author-X-Name-First: Leonard J. Author-X-Name-Last: Paas Author-Name: Anton A.A. Kuijlen Author-X-Name-First: Anton A.A. Author-X-Name-Last: Kuijlen Author-Name: Theo B.C. Poiesz Author-X-Name-First: Theo B.C. Author-X-Name-Last: Poiesz Title: Acquisition Pattern Analysis for Relationship Marketing: A Conceptual and Methodological Redefinition Abstract: Traditionally, relationship marketing focuses upon the interaction between suppliers and consumers. In this article, the authors propose that relationship marketing cannot ignore another type of (long-term) interaction: the one between consumers and products. Both types of interaction should be taken into account when assessing the nature and the quality of the relationship. The relevant literature on consumer--product interactions is limited. Existing theoretical concepts, including brand loyalty, cannot adequately cover the full notion of consumer--product interactions. Acquisition pattern analysis (APA) seems capable of providing an alternative. It provides an insight in the structure of product sets and acquisition orders. However, the available techniques for APA cause confusion by their emphasis on either the structure or the order of product acquisitions. The authors propose a methodological improvement, which has analytical implications as well. A study on purchases of financial products demonstrates the proposed alternative approach, and managerial implications are discussed. Journal: The Service Industries Journal Pages: 661-673 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500100999 File-URL: http://hdl.handle.net/10.1080/02642060500100999 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:661-673 Template-Type: ReDIF-Article 1.0 Author-Name: Angus Laing Author-X-Name-First: Angus Author-X-Name-Last: Laing Author-Name: Gillian Hogg Author-X-Name-First: Gillian Author-X-Name-Last: Hogg Author-Name: Dan Winkelman Author-X-Name-First: Dan Author-X-Name-Last: Winkelman Title: The Impact of the Internet on Professional Relationships: The Case of Health Care Abstract: This paper considers the impact of the internet on professional services, specifically healthcare services which have been characterised as asymmetrical in information and power distribution. For complex professional services the internet is primarily an information resource offering perceived parity with professionals. Based on interviews with healthcare professionals and website managers, this paper considers how professionals perceive the internet to be changing patterns of professional--consumer interaction and the nature of professional--consumer relationships. Manifest at service encounter level and health policy level, professionals perceived the evolving parameters of the consumer role to be generating a requirement for a fundamental revision of models of service delivery and professional roles. Journal: The Service Industries Journal Pages: 675-687 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500101021 File-URL: http://hdl.handle.net/10.1080/02642060500101021 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:675-687 Template-Type: ReDIF-Article 1.0 Author-Name: Tomás F. Espino-rodríguez Author-X-Name-First: Tomás F. Author-X-Name-Last: Espino-rodríguez Author-Name: Víctor Padrón Robaina Author-X-Name-First: Víctor Padrón Author-X-Name-Last: Robaina Title: The management perception of the strategic outsourcing of services: An empirical examination in the hotel sector Abstract: This work will analyse the strategy of outsourcing, or the predisposition on the part of a firm to entrust some of its services to a third party. The research will focus on discovering empirically the role that this strategy plays in hotels, and in order to do this we will carry out an analysis of hotel managers' perceptions regarding outsourcing based on the main advantages as well as the drawbacks and barriers which using the strategy can involve, with a view to determining which of these are related to a predisposition to outsource. The results of the research suggest that the main reasons which determine outsourcing are of a strategic rather that cost-reducing nature. Despite the fact that although current outsourcing is conditioned by the cost factor alone, any future increase in the use of the strategy will be determined exclusively by factors of a strategic nature. With respect to the disadvantages of outsourcing which tend to limit the use of the strategy, we will see that these are related to loss of control and autonomy together with a distrust of external suppliers. This work will enable us to assess the extent of the existing demand for outsourcing main services as well as those factors which determine and limit the outsourcing strategy and which have prevented a large number of services where outsourcing would be applicable from being outsourced to the present date. Finally we will present our main conclusions and recommendations. Journal: The Service Industries Journal Pages: 689-708 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500101047 File-URL: http://hdl.handle.net/10.1080/02642060500101047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:689-708 Template-Type: ReDIF-Article 1.0 Author-Name: Orla Gough Author-X-Name-First: Orla Author-X-Name-Last: Gough Title: Independent Financial Advisers -- Why They Remain the Strongest Distribution Route for Pensions Abstract: Despite financial services companies operating in multiple channels, the Independent Financial Advisers (IFAs) channel remains the most popular distribution route when it comes to pension sales. To understand how they compete and the nature of the strategic groups within this channel, this paper examines how IFAs perceive they add value to the decision making of consumers when purchasing pension products. The paper identifies four strategic groups of the IFA population (operating within the pensions market) based on the benefits they perceive they can add to their service to assist consumer decision making. Using cluster analysis within SPSS from a survey of 468 IFAs, four main groups emerge; these can be classified in terms of (1) analytical skills, (2) value for money, (3) reputation and (4) personalised service. Journal: The Service Industries Journal Pages: 709-720 Issue: 5 Volume: 25 Year: 2005 Month: 7 X-DOI: 10.1080/02642060500101120 File-URL: http://hdl.handle.net/10.1080/02642060500101120 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:709-720 Template-Type: ReDIF-Article 1.0 Author-Name: Allan Webster Author-X-Name-First: Allan Author-X-Name-Last: Webster Author-Name: Philip Hardwick Author-X-Name-First: Philip Author-X-Name-Last: Hardwick Title: International trade in financial services Abstract: International trade in financial services is a topic of some importance both to the financial services sector itself and in international trade negotiations. Unfortunately, intrinsic problems in defining and measuring trade in services, combined with a lack of data in many countries, have made empirical analysis of trade in financial services difficult. Recent improvements in data, although still providing only a limited coverage, do now provide a basis for analysis. In this paper, we use data from the OECD International Trade in Services Statistics 2001 database to conduct an analysis of trade in financial services based on standard theories and empirical techniques for international trade. Our results suggest that the key concepts of international trade are of use in understanding international trade flows in financial services. In particular, we find evidence of significant volumes of intra-industry trade in financial services, as well as significant volumes of inter-industry trade for some countries, including the UK. Using Balassa's ‘revealed comparative advantage’ index, the most highly ranked countries are Belgium-Luxembourg, Italy, Switzerland, the UK, the USA and Greece. Using the ‘net export ratio’, the countries that are ranked highest include Germany, Switzerland, the UK, the USA and Belgium-Luxembourg. Journal: The Service Industries Journal Pages: 721-746 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103266 File-URL: http://hdl.handle.net/10.1080/02642060500103266 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:721-746 Template-Type: ReDIF-Article 1.0 Author-Name: David D. C. Tarn Author-X-Name-First: David D. C. Author-X-Name-Last: Tarn Title: Marketing-based tangibilisation for services Abstract: This study attempts to explore how to decrease the intangibility of services by marketing-based activities, rather than the conventional perspective based on operational activities. Based on the literature, this study builds a four-element model to circumscribe and define the managerial problems caused by the intangibility of services. Moreover, this study proposes four strategies to raise consumers' sense of tangibility toward services, namely Quantitation/Ranking, Factualisation/Substantialisation, Word-of-Mouth Effect, and Information Frequency. Following this, three services, i.e., cafeteria, extension education, and ophthalmology services, are selected as scenarios to conduct the experiments. The results indicate that the four strategies can improve the tangibility of services sufficiently, especially Quantitation/Ranking. This study also builds a three-construct, nine-item Services Tangibility Scale to measure consumers' perceptions of tangibility toward a particular service. Statistical evidence confirms the reliability, and discriminate and convergent validity of the scale. Journal: The Service Industries Journal Pages: 747-772 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103290 File-URL: http://hdl.handle.net/10.1080/02642060500103290 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:747-772 Template-Type: ReDIF-Article 1.0 Author-Name: José M. Peiró Author-X-Name-First: José M. Author-X-Name-Last: Peiró Author-Name: Vicente Martínez-Tur Author-X-Name-First: Vicente Author-X-Name-Last: Martínez-Tur Author-Name: José Ramos Author-X-Name-First: José Author-X-Name-Last: Ramos Title: Employees' overestimation of functional and relational service quality: A gap analysis Abstract: This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the employees surveyed overestimated the service quality they offer to customers, although gaps were greater for certain service attributes than for others. In addition, some gaps were more related to customer loyalty than others. The findings also showed that employees' overestimation of relational benefits plays a moderating role, increasing the negative relationship between employees' overestimation of functional service quality and customers' loyalty. The theoretical and managerial implications of the results are discussed further in this paper. Journal: The Service Industries Journal Pages: 773-788 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103324 File-URL: http://hdl.handle.net/10.1080/02642060500103324 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:773-788 Template-Type: ReDIF-Article 1.0 Author-Name: Chong Ju Choi Author-X-Name-First: Chong Ju Author-X-Name-Last: Choi Author-Name: Jai-beom Kim Author-X-Name-First: Jai-beom Author-X-Name-Last: Kim Author-Name: Tarek Eldomiaty Author-X-Name-First: Tarek Author-X-Name-Last: Eldomiaty Title: The role of social conventions in the diffusion of open source software: Implications for service industries Abstract: In information and service products such as open source software, increasing returns occur on the production or supply side, as well as network externalities on the demand side. For open source software, the social community element needs to be integrated with the framework of increasing returns. This paper attempts to show that social conventions, and social herding behaviour are fundamental to the growth of the open source software. Such social conventions legitimise value and provide identification in the global online community and have important implications for service industries in general. Journal: The Service Industries Journal Pages: 789-801 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103365 File-URL: http://hdl.handle.net/10.1080/02642060500103365 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:789-801 Template-Type: ReDIF-Article 1.0 Author-Name: Spiros Gounaris Author-X-Name-First: Spiros Author-X-Name-Last: Gounaris Title: An alternative measure for assessing perceived quality of software house services Abstract: Since the notion of perceived service quality and the disconfirmation paradigm were introduced in the IS community, quite a few studies have employed the SERVQUAL scale to measure perceived service quality. However, the instrument's psychometric properties have been seriously questioned, not only within the IS domain but also in many other contexts in which it has been tested. Yet, so far, no attempt has been made to develop and validate an alternative instrument specifically tailored to tackle the provision of b2b services such as those pertaining to MIS design and maintenance, despite the fact that quite a few researchers have made clear the need for doing so. Responding to this gap, the present study reports the results of an effort to validate INDSERV, an alternative to SERVQUAL. According to the findings, when slightly attuned by collapsing two specific dimensions into a single one, INDSERV outperforms SERVQUAL in all tests performed regarding dimensionality, reliability, convergent and discriminant validity as well as in concurrent validity. Journal: The Service Industries Journal Pages: 803-823 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103373 File-URL: http://hdl.handle.net/10.1080/02642060500103373 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:803-823 Template-Type: ReDIF-Article 1.0 Author-Name: Graham Tayler Author-X-Name-First: Graham Author-X-Name-Last: Tayler Title: UK Building Societies: ‘Deregulation’ change myths Abstract: An academic and official orthodoxy has it that late 1970s and 1980s UK Building Societies ‘deregulation’ (part of wider financial services/banking ‘deregulation’) foreshadowed great change in the nature of the industry and its markets and, so, in the task for management (change from stewardship to strategic management requiring greatly enhanced capability and from regulation protected marketplace, and permitted industry cartel, to open aggressive competition). In this article the orthodoxy is challenged and is exposed as being largely in the nature of myth through statements of building society finance directors in semi-structured interviews and financial data concerning the profitability nexus and markets. Journal: The Service Industries Journal Pages: 825-843 Issue: 6 Volume: 25 Year: 2005 Month: 9 X-DOI: 10.1080/02642060500103381 File-URL: http://hdl.handle.net/10.1080/02642060500103381 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:825-843 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Chaston Author-X-Name-First: Ian Author-X-Name-Last: Chaston Author-Name: Phil Megicks Author-X-Name-First: Phil Author-X-Name-Last: Megicks Author-Name: Jasmine Williams Author-X-Name-First: Jasmine Author-X-Name-Last: Williams Title: The exploitation of market knowledge within relationship orientated small accountancy practices Abstract: Within the academic literature there is general acceptance that customer knowledge competence can have a critical influence over whether a firm can successfully achieve a market advantage over competition. There is, however, only limited empirical evidence to support this perspective. This study utilises a previously developed customer knowledge survey tool to compare knowledge management practices within small relationship orientated accountancy practices and small, transactionally orientated firms. The survey was undertaken across a sample of small UK accountancy practices. Results suggest that compared to their transactional counterparts, small relationship orientated firms perceive that customer knowledge is an important aspect of the marketing process. Small, relationship orientated practices also appear to recognise the importance of operating a structured knowledge management system within their organisations. Journal: The Service Industries Journal Pages: 845-860 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/02642060500134084 File-URL: http://hdl.handle.net/10.1080/02642060500134084 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:845-860 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Durkin Author-X-Name-First: Mark Author-X-Name-Last: Durkin Author-Name: Aodheen O'donnell Author-X-Name-First: Aodheen Author-X-Name-Last: O'donnell Title: Towards a model of adoption in internet banking: Strategic communication challenges Abstract: It has been established that increasing the role of technology in a service organisation can serve to reduce costs and often improve service reliability. It remains the case however that there is an important role for personalised relationships in the delivery of any service proposition. Throughout this paper both of these perspectives will be discussed. The key managerial challenge exists in establishing an appropriate balance between remote and personal interactions where both customer and provider needs are met. Quantitative findings derived from over 2,000 retail bank customers categorised as high net worth and low net worth indicate that while all see Internet banking as important irrespective of their relationship status, neither group surveyed shows a desire to replace face-to-face interaction with e-banking solutions. The strategic communications challenges in managing this paradox are discussed. Journal: The Service Industries Journal Pages: 861-878 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/13629390500134134 File-URL: http://hdl.handle.net/10.1080/13629390500134134 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:861-878 Template-Type: ReDIF-Article 1.0 Author-Name: Adrian Gourlay Author-X-Name-First: Adrian Author-X-Name-Last: Gourlay Author-Name: Jonathan Seaton Author-X-Name-First: Jonathan Author-X-Name-Last: Seaton Author-Name: Joy Suppakitjarak Author-X-Name-First: Joy Author-X-Name-Last: Suppakitjarak Title: The determinants of export behaviour in UK service firms Abstract: This paper examines the determinants of export behaviour for a panel of UK service industry firms from 1988 to 2001. Export behaviour is modelled in a dual manner: as both the decision to export and the intensity of exporting. The results indicate that firm size, research intensity, average director's pay and the variance of the sterling--dollar exchange rate all increase the probability of becoming an exporter. In addition, the results indicate that the process underlying a firm's decision to export is a separate one from that determining export intensity, implying that the two decisions should be modelled separately. Journal: The Service Industries Journal Pages: 879-889 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/02642060500134154 File-URL: http://hdl.handle.net/10.1080/02642060500134154 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:879-889 Template-Type: ReDIF-Article 1.0 Author-Name: An-tien Hsieh Author-X-Name-First: An-tien Author-X-Name-Last: Hsieh Author-Name: Chang-hua Yen Author-X-Name-First: Chang-hua Author-X-Name-Last: Yen Title: The effect of customer participation on service providers' job stress Abstract: There have been conflicting explanations of how customer participation affects service providers' job stress. This study explores the relationship between the two. Survey data from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to perceived job stress and perceived workload, implying that it is inappropriate to explain job stress from the perspective of partial employees. Moreover, while customer participation increases the level of job stress, workload is only a superficial explanation for the relationship. The real explanation is role conflict, which is associated with changes in job characteristics. Implications of these findings for managing customer participation are subsequently discussed. Journal: The Service Industries Journal Pages: 891-905 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/02642060500134162 File-URL: http://hdl.handle.net/10.1080/02642060500134162 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:891-905 Template-Type: ReDIF-Article 1.0 Author-Name: Damian R. Ward Author-X-Name-First: Damian R. Author-X-Name-Last: Ward Title: Measuring the value of product characteristics in the UK monthly savings market Abstract: <title/> This paper seeks to measure the returns to various product characteristics in the UK monthly savings market. Exploiting recently available data from the Financial Services authority, hedonic pricing models and data envelopment techniques are used to estimate the returns to different product characteristics in the UK unit trust and endowment markets. The approach highlights how it is possible to identify important drivers of value and also identify product offerings that are (sub)optimally differentiated. Journal: The Service Industries Journal Pages: 907-923 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/02642060500134188 File-URL: http://hdl.handle.net/10.1080/02642060500134188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:907-923 Template-Type: ReDIF-Article 1.0 Author-Name: Pang-tien Lieu Author-X-Name-First: Pang-tien Author-X-Name-Last: Lieu Author-Name: Tsai-lien Yeh Author-X-Name-First: Tsai-lien Author-X-Name-Last: Yeh Author-Name: Yung-ho Chiu Author-X-Name-First: Yung-ho Author-X-Name-Last: Chiu Title: Off-balance sheet activities and cost inefficiency in Taiwan's Banks Abstract: <title/> In this study, we adopt a stochastic cost frontier method to investigate the influence of off-balance sheet (OBS) activities on the cost efficiency of Taiwan's banks. We estimate and compare cost inefficiency with or without OBS outputs of 46 Taiwanese commercial banks during the period, 1998 through 2001. The conclusions of this empirical study are as follows. First, omitting off-balance sheet outputs in estimating the cost frontier function of banks results in an underestimation of bank efficiency by approximately 5 per cent. Second, large banks are associated with a higher cost efficiency and have an increased ability to develop OBS activities. This is consistent with Taiwan's regulatory policies, which focus on promoting efficiency in the banking industry of emerging markets. Banks with higher employee productivity are also more cost efficient. Finally, we observe evidence of economies of scale in both models with or without OBS specification in Taiwan's bank industry. Economies of scope between loans and OBS outputs are also observed. Journal: The Service Industries Journal Pages: 925-944 Issue: 7 Volume: 25 Year: 2005 Month: 10 X-DOI: 10.1080/02642060500134196 File-URL: http://hdl.handle.net/10.1080/02642060500134196 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:7:p:925-944 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Gripaios Author-X-Name-First: Peter Author-X-Name-Last: Gripaios Author-Name: Paul Bishop Author-X-Name-First: Paul Author-X-Name-Last: Bishop Title: Spatial inequalities in UK GDP per head: The role of private and public services Abstract: This paper examines the impact of private and public services in generating spatial inequalities in GDP per head across UK sub-regions. The research utilises new data on public services available from Experimental Government Accounts. After reviewing the theoretical and empirical evidence concerning the spatial impact of services, an econometric model of the determinants of GDP per head is estimated. The results suggest that private services, public services and population structure have a significant influence on spatial inequality. For public services much of the impact is related to the strong concentration of such services in London. It is argued that spatial factors must be given explicit consideration in major public policy decisions if spatial inequalities are to be tackled. Journal: The Service Industries Journal Pages: 945-958 Issue: 8 Volume: 25 Year: 2005 Month: 12 X-DOI: 10.1080/02642060500237403 File-URL: http://hdl.handle.net/10.1080/02642060500237403 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:8:p:945-958 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Author-Name: Grete Rusten Author-X-Name-First: Grete Author-X-Name-Last: Rusten Title: Spatial divisions of expertise: Knowledge intensive business service firms and regional development in Norway Abstract: This article explores the regional geography of professional, information and intellectual services in Norway. Norway is used as one way of critiquing the global cities literature by exploring the multiple ways in which knowledge intensive services are created and consumed outside global cities. Norway's regional geography of knowledge services is one of concentration and dispersal; both processes are explained by the ways in which clients access external expertise. An evolving spatial division of expertise is identified based on the ways in which service suppliers and consumers access and combine expertise that is available in different locations. Part of this evolving spatial division of expertise is illustrated in the ways in which large European providers of consultancy expertise have displaced American providers from Norway's top ten ranking of consultancy providers. The paper identifies a series of fundamental changes that are taking place in the consultancy industry that affect the ways in which consultancy is provided to the Norwegian market. Journal: The Service Industries Journal Pages: 959-977 Issue: 8 Volume: 25 Year: 2005 Month: 12 X-DOI: 10.1080/02642060500237353 File-URL: http://hdl.handle.net/10.1080/02642060500237353 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:8:p:959-977 Template-Type: ReDIF-Article 1.0 Author-Name: Uwe Blien Author-X-Name-First: Uwe Author-X-Name-Last: Blien Author-Name: Anette Haas Author-X-Name-First: Anette Author-X-Name-Last: Haas Title: Service industries and regional development: An analysis for eastern Germany Abstract: By using a shift-share regression approach the contribution of services to the development of employment in eastern Germany is analysed. The results obtained with highly differentiated data from the employment statistics show that services contributed more to a favourable path of development than other industries. This is due in part to general world-wide processes of structural change and the special situation in eastern Germany. Many subsidies were transferred to the East, which stabilises the special segment of the economy related to local demand. This segment is made up mostly of services in eastern Germany. Processes of industrial change can be explained using structural change approaches. It is shown that processes of de-concentration play a role in explaining regional disparities, since inverse localisation and positive urbanisation effects are visible. For the empirical analyses an augmented approach is applied which uses a generalisation of an econometric analogue from the common shift-share method. It combines the strengths of the traditional approach with all the advantages of theory-oriented modelling and regression analysis. Journal: The Service Industries Journal Pages: 979-997 Issue: 8 Volume: 25 Year: 2005 Month: 12 X-DOI: 10.1080/02642060500236918 File-URL: http://hdl.handle.net/10.1080/02642060500236918 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:8:p:979-997 Template-Type: ReDIF-Article 1.0 Author-Name: Jillian Dawes Farquhar Author-X-Name-First: Jillian Dawes Author-X-Name-Last: Farquhar Title: Retaining customers in UK financial services: The retailers' tale Abstract: Retaining customers offers major benefits to retailers of financial services, such as improved customer profitability and lowered acquisition costs. In spite of the importance to the sector in minimising customer ‘churn’, there has been limited investigation into the practices of customer retention. This paper reports empirical research into the retention of customers in traditional retailers of financial services in the UK to study the practices involved in retention. Following a pluralistic research design, data were generated by means of interviews with senior bank staff and by surveying staff involved either directly or indirectly with retaining customers. The study discovers key elements in the practice of retaining customers and also points to a number of potential difficulties as these organisations balance the activities of customer acquisition and retention. Journal: The Service Industries Journal Pages: 1029-1044 Issue: 8 Volume: 25 Year: 2005 Month: 12 X-DOI: 10.1080/02642060500237478 File-URL: http://hdl.handle.net/10.1080/02642060500237478 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:25:y:2005:i:8:p:1029-1044 Template-Type: ReDIF-Article 1.0 Author-Name: Alessandra Ferrari Author-X-Name-First: Alessandra Author-X-Name-Last: Ferrari Title: Market oriented reforms of health services: A non-parametric analysis Abstract: During the 1990s the UK carried out one of the first experiments at introducing competition for hospital services, on the assumption that this would enhance their efficiency. This paper analyses this assumption by estimating DEA frontiers and calculating Malmquist indexes of TFP in order to measure the changes in productivity and technical efficiency of a sample of hospitals during that reform. The results show an average mild improvement in the frontier accompanied by a worsening of technical efficiency, no positive link between the reform and higher efficiency and a change in techniques not necessarily beneficial to patients. Journal: The Service Industries Journal Pages: 1-13 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358720 File-URL: http://hdl.handle.net/10.1080/02642060500358720 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:1-13 Template-Type: ReDIF-Article 1.0 Author-Name: Rob Bailey Author-X-Name-First: Rob Author-X-Name-Last: Bailey Author-Name: Stephen Ball Author-X-Name-First: Stephen Author-X-Name-Last: Ball Title: An exploration of the meanings of hotel brand equity Abstract: Branding is prevalent within the hotel industry. The ‘value’ of the brand has been conceptualised in the term brand equity. However, there is confusion as to what is meant by the term, generically and specifically within the hotel industry. This lack of clarity suggests a theory of hotel brand equity is absent. Practically, differences in meaning may impair the effective implementation of branding strategies. Literature definitions of hotel brand equity are compared with hotel industry consultant definitions. A work-in-progress definition of hotel brand equity is offered. This is an initial step towards a theory of hotel brand equity. Journal: The Service Industries Journal Pages: 15-38 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358761 File-URL: http://hdl.handle.net/10.1080/02642060500358761 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:15-38 Template-Type: ReDIF-Article 1.0 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Title: The effects of selected antecedents on the service recovery performance of frontline employees Abstract: The purpose of the present study is to examine the effects of selected antecedents on the service recovery performance of frontline employees using data from frontline bank employees in Turkey. The results of the path analysis indicate that trait competitiveness, intrinsic motivation, and role ambiguity are significant antecedents of frontline employees' service recovery performance. Results also suggest that the significant consequences of service recovery performance are job satisfaction and intention to leave. The results of the other hypothesised linkages demonstrate that intrinsic motivation, emotional exhaustion, and role ambiguity are significantly associated with frontline employees' job satisfaction. In addition, the current empirical findings provide support for the notion that role ambiguity and emotional exhaustion are significant predictors of intention to leave. Limitations of the study, managerial implications, and implications for future research are discussed. Journal: The Service Industries Journal Pages: 39-57 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358795 File-URL: http://hdl.handle.net/10.1080/02642060500358795 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:39-57 Template-Type: ReDIF-Article 1.0 Author-Name: Fei-Ching Wang Author-X-Name-First: Fei-Ching Author-X-Name-Last: Wang Author-Name: Wei-Ting Hung Author-X-Name-First: Wei-Ting Author-X-Name-Last: Hung Author-Name: Jui-Kou Shang Author-X-Name-First: Jui-Kou Author-X-Name-Last: Shang Title: Measuring pure managerial efficiency of international tourist hotels in Taiwan Abstract: This paper applies the four-stage DEA procedure to calculate the pure managerial efficiency of 54 international tourist hotels in Taiwan. The main empirical findings include: (1) the operating environments do affect input slacks, and the efficiency scores of traditional DEA; (2) ‘city hotel’ is an unfavourable operating environment, ‘chain-operated hotel’ is a favourable one; (3) after purging the effect of operating environments, there is no significance in pure managerial efficiency due to differences in management style, and the pure managerial style of resort hotels is no longer more efficient than in the city hotels. Journal: The Service Industries Journal Pages: 59-71 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358860 File-URL: http://hdl.handle.net/10.1080/02642060500358860 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:59-71 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen A. Leybourne Author-X-Name-First: Stephen A. Author-X-Name-Last: Leybourne Title: Managing improvisation within change management: Lessons from UK financial services Abstract: Organisational improvisation is increasingly seen as a useful management skill, particularly in dynamic or turbulent business sectors, and there is growing evidence of its benefit in the management and implementation of change. The data here are collected within one such situation; the project management of change in the UK financial services sector. An interesting finding is the extent of improvisation taking place, notwithstanding the basic project management paradigm of ‘plan, then execute’. Compelling evidence also emerges that those organisations providing the temporal space and organisational culture to support improvisation within a given framework are more successful at implanting organisational change. Journal: The Service Industries Journal Pages: 73-95 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358886 File-URL: http://hdl.handle.net/10.1080/02642060500358886 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:73-95 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Hamalainen Author-X-Name-First: Paul Author-X-Name-Last: Hamalainen Title: Market discipline and regulatory authority oversight of banks: Complements not substitutes Abstract: As academic and practitioner research increasingly questions the role and effectiveness of rules-based bank regulatory oversight, in favour of incentive-compatible regulatory design, so the question is raised: what is the appropriate structure for future regulatory design? Through a discussion of the social benefits and costs of introducing incentive-based solutions in bank regulatory design and a review of the empirical evidence, this paper aims to explain why a mixed regulatory approach, consisting of both the regulatory authorities and market-based oversight, and founded on rules and incentives, may be the only solution for efficient and effective regulation. In so doing, the paper confirms the need to create rules that encourage incentive compatible behaviour by all bank stakeholders. It is argued that these rules are compatible with the primary objective of bank regulation, i.e. maintaining systemic stability. With the aid of Hamalainen et al.'s [2004] framework for effective market discipline, the paper also analyses to what extent market-based solutions, in the form of market discipline, can be credibly incorporated into bank regulatory design. As such the paper illustrates how prescriptive rules and the regulatory approach of monitoring that it fosters would still be an essential component of bank regulatory design. Furthermore, this analysis results in a structure for conducting future empirical research on the effectiveness of market discipline. Journal: The Service Industries Journal Pages: 97-117 Issue: 1 Volume: 26 Year: 2006 Month: 1 X-DOI: 10.1080/02642060500358902 File-URL: http://hdl.handle.net/10.1080/02642060500358902 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:97-117 Template-Type: ReDIF-Article 1.0 Author-Name: Chiung-Ju Liang Author-X-Name-First: Chiung-Ju Author-X-Name-Last: Liang Author-Name: Wen-Hung Wang Author-X-Name-First: Wen-Hung Author-X-Name-Last: Wang Title: The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty Abstract: This study develops and empirically tests a model for examination of the relations among service quality scales, relationship bonding tactics, customer satisfaction, trust and commitment, and customer behavioural loyalty in a relationship marketing system. This paper aims to test the relationship between perceived service quality satisfaction and relationship intentions, or, in other words, whether or not consumers will consider building long-term relationships with service providers on the basis of a single instance of perceived service quality. Based on three groups of samples from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan, the findings suggest that financial products with different product attributes need different kinds and levels of service and relationship investment. The findings also suggest that there does exist a positive relationship between service quality satisfaction and perceived relationship investment. Journal: The Service Industries Journal Pages: 119-145 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369131 File-URL: http://hdl.handle.net/10.1080/02642060500369131 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:119-145 Template-Type: ReDIF-Article 1.0 Author-Name: Carolyn A. Strong Author-X-Name-First: Carolyn A. Author-X-Name-Last: Strong Title: The influence of employee behavioural performance on customer focus strategies Abstract: The research context of this paper focuses on organisational desires to achieve and maintain satisfactory exchanges between themselves and their customers in the business-to-business high technology industry in the UK. The fundamental research question to be answered by this investigation is whether organisations can increase customer focus strategies through the behavioural performance of employees in their delivery of customer focus strategies. Journal: The Service Industries Journal Pages: 147-163 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369180 File-URL: http://hdl.handle.net/10.1080/02642060500369180 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:147-163 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Palmer Author-X-Name-First: Mark Author-X-Name-Last: Palmer Title: International retail joint venture learning Abstract: Where retail entry mode decision-making is examined in the literature, it has almost exclusively focused upon international store acquisitions and franchising growth and expansion. In contrast, international joint venture decision-making processes are visibly absent in the international retail literature. This article explores three retail multinationals' international retail joint venturing experiences, extracting some of the salient lessons learned at each stage of the joint venture development process and their concurrent impact on the whole internationalisation process. Suggestions for further research are made on the basis of gaps in the international retail literature and the lessons extracted from the cases under investigation. Journal: The Service Industries Journal Pages: 165-187 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369263 File-URL: http://hdl.handle.net/10.1080/02642060500369263 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:165-187 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Howcroft Author-X-Name-First: Barry Author-X-Name-Last: Howcroft Author-Name: Ali Ataullah Author-X-Name-First: Ali Author-X-Name-Last: Ataullah Title: Total factor productivity change: An examination of the commercial banking industry in India and Pakistan Abstract: In the early 1990s, India and Pakistan introduced a series of financial liberalisation initiatives aimed at increasing the productivity of their financial services sector. Against a background of unprecedented change, which these initiatives heralded, the paper applies a DEA-type Malmquist total factor productivity change index to examine productivity growth, efficiency change, and technical progress in the commercial banking industries of India and Pakistan during 1992--98. Following Leightner and Lovell [1998], a Malmquist index is constructed for two different bank service specifications. The first is derived from the corporate objectives of the commercial banks, and the second from the policy objectives of the Indian and Pakistani governments. The analysis reveals that in both countries the improvement in total factor productivity was highest when the government's policy objective was used. In addition, the public sector banks showed very little improvement in total factor productivity due to their inability to adopt new technology and because of the presence of high non-performing loans. In contrast, foreign banks witnessed the highest improvement in total factor productivity due to an improvement in their efficiency and technological innovation. Journal: The Service Industries Journal Pages: 189-202 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369305 File-URL: http://hdl.handle.net/10.1080/02642060500369305 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:189-202 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Eser Altinay Author-X-Name-First: Eser Author-X-Name-Last: Altinay Title: Determinants of ethnic minority entrepreneurial growth in the catering sector Abstract: This paper seeks to evaluate the variables which influence the growth of the Turkish-speaking ethnic minority businesses in the catering sector, in London, UK. The paper reports and analyses the findings of 111 face-to-face structured interviews with Turkish Cypriot, Kurdish and Turkish restaurant business owners. Findings suggest that fluency in English, recruitment through formal recruitment channels, and the high proportion of co-ethnic labour force makes a positive impact on business growth. The paper concludes that these determinants of growth are crucial for the ethnic minority catering entrepreneurs to gain a competitive edge in this customer focused, labour intensive sector. Journal: The Service Industries Journal Pages: 203-221 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369354 File-URL: http://hdl.handle.net/10.1080/02642060500369354 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:203-221 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Min Chen Author-X-Name-First: Yi-Min Author-X-Name-Last: Chen Title: Incomplete global integration and regional knowledge-intensive service industries Abstract: The internationalisation of service industries has been a key managerial focus since the late 1980s, and internationalisation became an area of mature research in the international business field in the 1990s. The reason is that service industries confronted a completely new set of challenges such as globalisation. Furthermore, the knowledge-intensive service sectors have developed quickly during the 1990s and became the leading industries in the world through international dealings of service flows. How do the unique features of knowledge-intensive service industries affect global integration and the use of global strategy? This study develops a new approach focused on regional production patterns of knowledge-intensive service industries for exploring important but previously untried beliefs regarding global integration. The findings ascertain that most regional knowledge-intensive service industries have incomplete rather than perfect global integration. Incomplete global integration entails the localisation, or customisation, strategy to be suggested to MNEs in communications services, financial institutions, business services, educational services and health services sectors. One exception to incomplete global integration exists in the educational services production of North America, which displays nearly perfect global integration, and suggests the standardisation strategy for global educational services. Journal: The Service Industries Journal Pages: 223-248 Issue: 2 Volume: 26 Year: 2006 Month: 3 X-DOI: 10.1080/02642060500369362 File-URL: http://hdl.handle.net/10.1080/02642060500369362 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:223-248 Template-Type: ReDIF-Article 1.0 Author-Name: Patrik Ström Author-X-Name-First: Patrik Author-X-Name-Last: Ström Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Title: Internationalisation of Japanese professional business service firms Abstract: This paper explores the internationalisation of Japanese professional business service (PBS) firms. The UK was chosen as the geographical area of study due to the large number of Japanese foreign direct investments over the last 20 years. A comparative study of Japanese and Western service providers was conducted in the UK in spring 2002 to ascertain if there are any significant differences in their ways of doing business with Japanese clients. The preliminary results show that Japanese firms tend to be very small in the UK in terms of both size and market share. They seem also to be tightly connected with Japanese businesses operating in the UK. Journal: The Service Industries Journal Pages: 249-265 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600570810 File-URL: http://hdl.handle.net/10.1080/02642060600570810 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:249-265 Template-Type: ReDIF-Article 1.0 Author-Name: Santiago R. Martínez-Argüelles Author-X-Name-First: Santiago R. Author-X-Name-Last: Martínez-Argüelles Author-Name: Fernando Rubiera-Morollón Author-X-Name-First: Fernando Author-X-Name-Last: Rubiera-Morollón Title: Outsourcing of advanced business services in the Spanish economy: Explanation and estimation of the regional effects Abstract: The use of advanced business services has become an essential element for competitiveness in modern economies in which traditional competitive advantages based on prices, lower labour costs or the abundance of natural resources are being replaced by new advantages based on higher quality, greater knowledge or the use of information and communication technologies (ICTs). Within this context certain services (computing, communications, human resources, engineering, consulting or management) are generally outsourced so as to exploit the advantages derived from specialisation and division of labour, as well as those of economies of scope and scale. However, some businesses, sectors or regions appear to have very different patterns of outsourcing advanced producer services. This paper presents an explanation of elements of business outsourcing decisions applied to the Spanish economy, applying discrete response models to the information obtained in a survey elaborated by the authors. The data thus obtained have enabled us to identify differences between the Spanish regions in the tendencies of businesses to use internal or external advanced services. Journal: The Service Industries Journal Pages: 267-285 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600570885 File-URL: http://hdl.handle.net/10.1080/02642060600570885 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:267-285 Template-Type: ReDIF-Article 1.0 Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Author-Name: Andreja Jaklič Author-X-Name-First: Andreja Author-X-Name-Last: Jaklič Author-Name: Patricia Kotnik Author-X-Name-First: Patricia Author-X-Name-Last: Kotnik Title: Exploiting ICT potential in service firms in transition economies Abstract: Service industries are the most intensive users of information-communication technology (ICT) and some developed countries have already displayed noticeable productivity gains due to ICT use in services. The pattern of intensive use of ICT in services tends to be replicated in transition economies, however the evidence of ICT impacts on growth and productivity is lacking at the aggregate and industry level owing to deficient data and methodological problems. To overcome some of the problems in estimating the effects of ICT use we pursue firm-level analysis and apply production function approach to estimate the impact of ICT on the performance of service firms in Slovenia. The results suggest that service firms are more intensive ICT users than manufacturing firms and that ICT use significantly influences the productivity of service firms. The positive impact of ICT use on productivity applies to all service firms irrespective of their size. The links are stronger for service firms with above average ICT use. Due to the absence of data on complementary expenditures for training and organisational change related to ICT adoption the results might overemphasise the effects of ICT investment. Journal: The Service Industries Journal Pages: 287-302 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600570935 File-URL: http://hdl.handle.net/10.1080/02642060600570935 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:287-302 Template-Type: ReDIF-Article 1.0 Author-Name: Faridah Djellal Author-X-Name-First: Faridah Author-X-Name-Last: Djellal Author-Name: Faïz Gallouj Author-X-Name-First: Faïz Author-X-Name-Last: Gallouj Title: Innovation in care services for the elderly Abstract: Ageing and innovation are usually considered to be contradictory phenomena. This article on innovation in care services for the elderly seeks to counter this established view. Taking as its starting point a definition of care services for the elderly that draws on the economics of services, the article advances a simple framework for analysing innovation in terms of ‘targets’. These targets, which make it possible to circumvent the usual economic categories (product and process innovation), are as follows: the various forms of assistance and residential provision for the elderly, the (tangible and intangible) technologies deployed, the services provided, the human environment (carers and relatives) and the institutional environment. Journal: The Service Industries Journal Pages: 303-327 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600570943 File-URL: http://hdl.handle.net/10.1080/02642060600570943 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:303-327 Template-Type: ReDIF-Article 1.0 Author-Name: Paulo Águas Author-X-Name-First: Paulo Author-X-Name-Last: Águas Author-Name: Paulo Rita Author-X-Name-First: Paulo Author-X-Name-Last: Rita Author-Name: Jorge Costa Author-X-Name-First: Jorge Author-X-Name-Last: Costa Title: Performance as a classification criterion of tourist origins and destinations Abstract: Portfolio analysis has been used as a tool for the study of market segments, namely of tourist destinations. However, a review of the literature did not identify a single case where the performance variable is adjusted to the nature of the object. This article presents a performance proxy that enables a direct comparison between generating countries (origins) and between destinations. The proposed tool is a component of a model for the identification of priority market segments. The instrument is applied to the 15 member states of the European Union (before its expansion on 1 May 2004), for the period from 1996 to 2001. Journal: The Service Industries Journal Pages: 329-346 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600571099 File-URL: http://hdl.handle.net/10.1080/02642060600571099 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:329-346 Template-Type: ReDIF-Article 1.0 Author-Name: Damien Broussolle Author-X-Name-First: Damien Author-X-Name-Last: Broussolle Title: On the recent extension of price and production statistics to health and education Abstract: The paper examines the recent extension of price and production statistics to health, social assistance services and education. In the first part of the paper it is emphasised that using net prices instead of gross prices, as for the European harmonised consumer price index, is inaccurate. The index is thus partly hybrid and inconsistent. The second part of the paper explains why, even if quality is a significant issue, production measures should not rely on the user's changes of condition. It should rather be based on supplied quality. The paper then describes and discusses two complementary ways to estimate quality changes. Journal: The Service Industries Journal Pages: 347-360 Issue: 3 Volume: 26 Year: 2006 Month: 4 X-DOI: 10.1080/02642060600571164 File-URL: http://hdl.handle.net/10.1080/02642060600571164 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:3:p:347-360 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Fuglsang Author-X-Name-First: Lars Author-X-Name-Last: Fuglsang Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Title: Flow and consumers in e-based self-services: New provider--consumer relations Abstract: This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores how knowledge services can be appropriated along these lines given that the service is delivered in the form of a self-service. We argue that the service must remain in ‘flow’ at various points of consumption, which are critical; this is in order to produce the positive reactions of ‘improvement’ and ‘voice’. Whether this happens depends on the ‘flow competencies’ of the consumer. Journal: The Service Industries Journal Pages: 361-379 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600621522 File-URL: http://hdl.handle.net/10.1080/02642060600621522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:361-379 Template-Type: ReDIF-Article 1.0 Author-Name: Nicholas Beaumont Author-X-Name-First: Nicholas Author-X-Name-Last: Beaumont Title: Service level agreements: An essential aspect of outsourcing Abstract: This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes, and recommends a hierarchical methodology for constructing SLAs. Evidence from interviews and examination of SLA documents suggests that well-designed SLAs contribute to fruitful relationships between business partners. The proposed methodology and taxonomy will simplify the time-consuming tasks of writing and negotiating SLAs. SLAs have not received academic attention proportionate to their commercial importance. Research to ascertain whether SLAs are used effectively and to seek better expression of business requirements in an SLA is appropriate. Journal: The Service Industries Journal Pages: 381-395 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600621563 File-URL: http://hdl.handle.net/10.1080/02642060600621563 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:381-395 Template-Type: ReDIF-Article 1.0 Author-Name: Knut Blind Author-X-Name-First: Knut Author-X-Name-Last: Blind Title: A taxonomy of standards in the service sector: Theoretical discussion and empirical test Abstract: Based on the peculiarities of services the different typologies of service standards are discussed. Against this background, a survey among European service companies addressed the question of in which service-related categories formal and informal standards are implemented. In total 364 European service companies responded to the on-line survey. Relying on the assessment of the importance of the various service-related standardisation aspects, it was possible to identify a taxonomy of service standards containing five clusters of service standards ‘Service Management’, ‘Service Employee’, ‘Service Delivery’, ‘Customer Interaction’, and ‘Data Flows and Security’, which correspond very closely to the ex ante applied typology derived from the literature. Journal: The Service Industries Journal Pages: 397-420 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600621597 File-URL: http://hdl.handle.net/10.1080/02642060600621597 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:397-420 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Samantha Miles Author-X-Name-First: Samantha Author-X-Name-Last: Miles Title: International franchising decision-making: An application of stakeholder theory Abstract: Stakeholder theory is used to provide a frame of reference to examine the decision-making process involved in international franchising agreements. An international hotel group was selected as a case. Previous studies focus on investigations of the franchising process after the decision to engage has been taken and contracts duly exchanged. The analysis presented here focuses on the pre-contracting level: on selection and recruitment. The findings emphasise the importance of managing business cultural incompatibility between potential partners and the franchisor and within the franchising company itself. Journal: The Service Industries Journal Pages: 421-436 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600621613 File-URL: http://hdl.handle.net/10.1080/02642060600621613 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:421-436 Template-Type: ReDIF-Article 1.0 Author-Name: Teck-Yong Eng Author-X-Name-First: Teck-Yong Author-X-Name-Last: Eng Author-Name: Eun Jin Kim Author-X-Name-First: Eun Author-X-Name-Last: Jin Kim Title: An examination of the antecedents of e-customer loyalty in a confucian culture: The case of South Korea Abstract: As the Internet is posing revolutionary changes to customer service and the way customers interact and purchase from businesses, loyal e-customers are crucial for the long-term survival and profitability of a business. Driven by high connectivity, reach and richness of information in today's global business environment, the task of retaining and creating loyal e-customers calls for an appreciation of cultural factors and their impact on e-customer service and loyalty. Specifically, this study examines the impact of Confucian culture on e-customer loyalty in South Korea. Since no research has yet examined the link between Confucian values and e-customer loyalty, the study proposes a conceptual model for empirical analysis by drawing on insights from Hofstede's cultural dimensions and previous studies on e-customer loyalty in European contexts. The main results show that high power distance in Confucian culture is positively associated with affiliation. But this high power distance in Confucian culture is moderated by marketing activities that lead to lock-in. This indicates the profound influence of collectivism in Confucian culture and emphasises the importance of referral and community participation in increasing stickiness and hence loyal e-customers. Journal: The Service Industries Journal Pages: 437-458 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600622314 File-URL: http://hdl.handle.net/10.1080/02642060600622314 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:437-458 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Neng Chen Author-X-Name-First: Shih-Neng Author-X-Name-Last: Chen Title: Productivity changes in Taiwanese hospitals and the national health insurance Abstract: In 1995 Taiwan launched the National Health Insurance (NHI) programme, which changed the method payment for hospital finances. This article examines the impact of this financial reform on hospital productivity during this period. Using the Malmquist productivity index approach, a hospital's change in productivity is decomposed into quality, efficiency, and technological change components. Factors affecting efficiency and productivity are also assessed. Results indicate that most hospitals experienced a significant productivity slowdown due to declines in technology and quality of service, but efficiency did significantly improve. The inception of the NHI programme does greatly improve a hospital's productivity and quality of service, but decreases efficiency. Public hospitals' efficiency improvements are significant. Journal: The Service Industries Journal Pages: 459-477 Issue: 4 Volume: 26 Year: 2006 Month: 6 X-DOI: 10.1080/02642060600622355 File-URL: http://hdl.handle.net/10.1080/02642060600622355 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:4:p:459-477 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Title: How much for cash? Tackling the cash-in-hand ethos in the household services sector Abstract: To tackle cash-in-hand work, public policy has so far concentrated on detecting and punishing the suppliers of such work. Drawing upon evidence from 861 face-to-face interviews in English localities on off-the-books work in the household services sector, however, a widespread cash-in-hand ethos amongst customers is identified suggesting that there is a need for the current raft of supply-side measures to be complemented with demand-side initiatives to encourage consumers to use formal labour. How this might be achieved is then outlined. Journal: The Service Industries Journal Pages: 479-492 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722791 File-URL: http://hdl.handle.net/10.1080/02642060600722791 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:479-492 Template-Type: ReDIF-Article 1.0 Author-Name: Jane Bryan Author-X-Name-First: Jane Author-X-Name-Last: Bryan Author-Name: Calvin Jones Author-X-Name-First: Calvin Author-X-Name-Last: Jones Author-Name: Max Munday Author-X-Name-First: Max Author-X-Name-Last: Munday Title: The contribution of tourism to the UK economy: Satellite account perspectives Abstract: This paper reports on recent UK progress towards the construction of a tourism satellite account. The nature of the account is explained and the paper argues that the tourism satellite account provides an indication of the contribution of visitor-related service activity to the UK economy. The paper demonstrates that a consistent accounting of tourism industry activity potentially provides new information for policymakers and the tourism industry itself. The account can inform decisions in terms of directing scarce resources, and in identifying critical elements in tourism sector success or failure. Moreover, the tourism satellite account permits the industry to be understood in the mainstream of economic analysis. Journal: The Service Industries Journal Pages: 493-511 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722809 File-URL: http://hdl.handle.net/10.1080/02642060600722809 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:493-511 Template-Type: ReDIF-Article 1.0 Author-Name: John Pal Author-X-Name-First: John Author-X-Name-Last: Pal Author-Name: Dominic Medway Author-X-Name-First: Dominic Author-X-Name-Last: Medway Author-Name: John Byrom Author-X-Name-First: John Author-X-Name-Last: Byrom Title: Analysing retail failure from an historical perspective: A case study of A. Goldberg & Sons plc Abstract: Organisational failure has been considered from various perspectives in the academic literature, but there has been less focus on the causes of retail failure. This paper considers the case of A. Goldberg and Sons plc, a retail organisation which, prior to its demise in 1990, had grown from a single Glasgow store in 1908 to a chain of over 100 outlets. Drawing on annual reports, interviews with former directors, and the contents of a company archive, the paper provides evidence of the key factors and decisions that led to the firm's failure. Various internal and external pressures, including over-expansion into new retail space and the general economic downturn, effected Goldberg's ‘failure’. Journal: The Service Industries Journal Pages: 513-535 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722817 File-URL: http://hdl.handle.net/10.1080/02642060600722817 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:513-535 Template-Type: ReDIF-Article 1.0 Author-Name: Martin Maccarthy Author-X-Name-First: Martin Author-X-Name-Last: Maccarthy Author-Name: Martin O'neill Author-X-Name-First: Martin Author-X-Name-Last: O'neill Author-Name: Paul Williams Author-X-Name-First: Paul Author-X-Name-Last: Williams Title: Customer satisfaction and Scuba-diving: Some insights from the deep Abstract: This paper explores the concept of customer satisfaction in relation to the scuba-diving consumption experience. It investigates the myriad of tangible and intangible elements of the experience, from which scuba-divers derive a sense of meaning and/or satisfaction. The results indicate that satisfaction is gained from a complex array of consumers' perceptions of the dive itself, but also from a range of associated peripheral experiences surrounding the dive such as the service provided by the operator, the ‘communitas’ from the social interaction with other divers and the functional aspects of the dive. The study takes an ethnographic approach using qualitative methods of inquiry, since the purpose of the study was to develop a deeper understanding of the inter-relationships between the levels of service provided; customer satisfaction of scuba-divers; and the dive consumption experience. The findings illuminate the diversity and complexity of dive consumption experiences themselves and the perceptual cues used by customers for determining customer satisfaction and longer term behavioural intentions. Journal: The Service Industries Journal Pages: 537-555 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722841 File-URL: http://hdl.handle.net/10.1080/02642060600722841 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:537-555 Template-Type: ReDIF-Article 1.0 Author-Name: Pratibha A. Dabholkar Author-X-Name-First: Pratibha A. Author-X-Name-Last: Dabholkar Author-Name: Jeffrey W. Overby Author-X-Name-First: Jeffrey W. Author-X-Name-Last: Overby Title: An investigation of real estate agent service to home sellers: Relevant factors and attributions Abstract: This study examines real estate agent service from a frequently neglected perspective -- that of the home seller. Using qualitative data from 32 in-depth interviews in the US, we identify seven factors that are important to home sellers in evaluating real estate agent service: communication, effort, advertising, guidance, professionalism, representation, and results, with communication and results being the most important, and communication faring the worst (related to home seller expectations). In addition, we employ content analysis to investigate attributions made by home sellers in evaluating the process and outcome aspects of the service received from their agent. We find that process factors (whether positive or negative) are attributed to the agent. In contrast, attributions for outcome are more complex, exhibiting a chronological interaction effect, tied to process evaluations. Journal: The Service Industries Journal Pages: 557-579 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722882 File-URL: http://hdl.handle.net/10.1080/02642060600722882 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:557-579 Template-Type: ReDIF-Article 1.0 Author-Name: Christine S. Williams Author-X-Name-First: Christine S. Author-X-Name-Last: Williams Author-Name: Mark N.K. Saunders Author-X-Name-First: Mark N.K. Author-X-Name-Last: Saunders Title: Developing the service template process: From measurement to agendas for improvement Abstract: Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The extended process appears able to measure service users' and deliverers' perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The extended process is evaluated in four service situations. The paper concludes with an assessment of the advantages and disadvantages of the process in comparison with more traditional approaches to measuring service quality.<fn id="FN0001"> Both authors contributed equally to this paper. </fn> Journal: The Service Industries Journal Pages: 581-595 Issue: 5 Volume: 26 Year: 2006 Month: 7 X-DOI: 10.1080/02642060600722932 File-URL: http://hdl.handle.net/10.1080/02642060600722932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:5:p:581-595 Template-Type: ReDIF-Article 1.0 Author-Name: Norman T. Sheehan Author-X-Name-First: Norman T. Author-X-Name-Last: Sheehan Author-Name: Charles B. Stabell Author-X-Name-First: Charles B. Author-X-Name-Last: Stabell Title: Reputation and value creation in search shops Abstract: We look at reputation effects in firms which create value by finding valuable objects, which we label search shops. The paper examines and validates different measures of value creation and reputation in search shops and finds partial support for our hypothesis that higher reputation is associated with higher value creation. The negative findings are instructive as they suggest that future studies of search shops, such as petroleum exploration units, must take care when using simple counts of success to measure value created. The paper provides empirical data on three key success factors in search shops and concludes with tactics for increasing a search shop's reputation. Journal: The Service Industries Journal Pages: 597-613 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600850576 File-URL: http://hdl.handle.net/10.1080/02642060600850576 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:597-613 Template-Type: ReDIF-Article 1.0 Author-Name: Ron De Heij Author-X-Name-First: Ron Author-X-Name-Last: De Heij Author-Name: Patrick Vermeulen Author-X-Name-First: Patrick Author-X-Name-Last: Vermeulen Author-Name: Linda Teunter Author-X-Name-First: Linda Author-X-Name-Last: Teunter Title: Strategic actions in European soccer: Do they matter? Abstract: The objective of this paper is to discover (if and) what kind of strategic actions European football clubs conduct and whether these actions affect their financial performance and therefore their competitive position. In this paper we measure the context, content and process dimensions of strategic renewal and relate these to financial performance. The individual strategic actions undertaken by eight football organisations during the period 1995--2002 were examined. In total, 963 strategic actions could be assigned to three dimensions of strategic action. Our study shows that even in an environment in which other factors are crucial for surviving, undertaking strategic actions does contribute to the financial performance of firms. In the European football industry that requires some kind of ‘competitive balance’, strategic actions positively contribute to financial performance. Journal: The Service Industries Journal Pages: 615-632 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600850659 File-URL: http://hdl.handle.net/10.1080/02642060600850659 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:615-632 Template-Type: ReDIF-Article 1.0 Author-Name: Vanessa Apaolaza Ibáñez Author-X-Name-First: Vanessa Apaolaza Author-X-Name-Last: Ibáñez Author-Name: Patrick Hartmann Author-X-Name-First: Patrick Author-X-Name-Last: Hartmann Author-Name: Pilar Zorrilla Calvo Author-X-Name-First: Pilar Zorrilla Author-X-Name-Last: Calvo Title: Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs Abstract: A conceptual framework is proposed that analyses the effect of perceived service quality, customer satisfaction, trust in the energy provider and perceived switching costs on customer loyalty in residential energy markets. Three distinct dimensions of perceived service quality are identified: technical quality of core services, technical quality of peripheral services and service process quality (functional service quality). The proposed model is tested within the scope of a representative survey of Spanish residential energy customers. Regarding the dimensions of service quality, the results indicate significant effects only of service process quality on satisfaction and, indirectly, on customer loyalty. Loyalty effects of further variables in the model are significant. Journal: The Service Industries Journal Pages: 633-650 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600850717 File-URL: http://hdl.handle.net/10.1080/02642060600850717 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:633-650 Template-Type: ReDIF-Article 1.0 Author-Name: Gian Luca Marzocchi Author-X-Name-First: Gian Luca Author-X-Name-Last: Marzocchi Author-Name: Alessandra Zammit Author-X-Name-First: Alessandra Author-X-Name-Last: Zammit Title: Self-scanning technologies in retail: Determinants of adoption Abstract: Self-scanning represents a form of customer participation in service creation, a form of self-service and a technology-based service delivery device. This study, conducted within the large-scale retail sector, pursues a dual aim: firstly, to assess the link between satisfaction with self-scanning and some of its possible antecedents; secondly we intend to determine whether satisfaction with this service has any impact on consumers' overall opinion of the supermarket and their intention to patronise the store with greater frequency. The data show that both the sense of control and hedonic component have a positive impact on satisfaction with self-scanning and further bring to light that service satisfaction is an antecedent both of customers' opinion of the supermarket and their intention to patronise the store more frequently. Journal: The Service Industries Journal Pages: 651-669 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600850790 File-URL: http://hdl.handle.net/10.1080/02642060600850790 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:651-669 Template-Type: ReDIF-Article 1.0 Author-Name: Lucía Melián Alzola Author-X-Name-First: Lucía Author-X-Name-Last: Melián Alzola Author-Name: Víctor Padrón Robaina Author-X-Name-First: Víctor Author-X-Name-Last: Padrón Robaina Title: Quality in Electronic Commerce B2C: Perceptions, Expectations and Importance Abstract: There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes. Journal: The Service Industries Journal Pages: 671-687 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600850873 File-URL: http://hdl.handle.net/10.1080/02642060600850873 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:671-687 Template-Type: ReDIF-Article 1.0 Author-Name: Yener Altunbaş Author-X-Name-First: Yener Author-X-Name-Last: Altunbaş Author-Name: Blaise Gadanecz Author-X-Name-First: Blaise Author-X-Name-Last: Gadanecz Author-Name: Alper Kara Author-X-Name-First: Alper Author-X-Name-Last: Kara Title: The evolution of syndicated loan markets Abstract: This paper provides a historical perspective on the development of the global syndicated loan market, where $2.6 trillion worth of funds were raised in 2004. The emergence of the Eurodollar market in the 1960s, the balance of payments problems of non-oil-exporting emerging countries in the 1970s, the Latin American financial crises and the US merger wave of the 1980s, and finally the competitive financial environment and the emergence of the secondary loan market during the 1990s are reviewed. These have been the most influential financial developments that shaped the syndicated loan markets in the last few decades. Journal: The Service Industries Journal Pages: 689-707 Issue: 6 Volume: 26 Year: 2006 Month: 9 X-DOI: 10.1080/02642060600851129 File-URL: http://hdl.handle.net/10.1080/02642060600851129 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:689-707 Template-Type: ReDIF-Article 1.0 Author-Name: Anne M. Smith Author-X-Name-First: Anne M. Author-X-Name-Last: Smith Title: A cross-cultural perspective on the role of emotion in negative service encounters Abstract: The purpose of this research is to examine cross-cultural differences in emotional responses to negative service encounters and the consequent impact on behavioural intentions. Focus groups of UK and West African consumers discussed two video scenarios, described employee and consumer behaviour, and projected emotional responses. Although anger was a major emotion, African consumers emphasised feelings of ‘sadness’ (humiliation and embarrassment). Such feelings were more likely to influence switching and other behavioural intentions when attributable to employee behaviour. Differences were also identified in interpretations of employee behaviour and perceived attribution of negative emotions. Journal: The Service Industries Journal Pages: 709-726 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898203 File-URL: http://hdl.handle.net/10.1080/02642060600898203 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:709-726 Template-Type: ReDIF-Article 1.0 Author-Name: Anna-Lena Ackfeldt Author-X-Name-First: Anna-Lena Author-X-Name-Last: Ackfeldt Author-Name: Veronica Wong Author-X-Name-First: Veronica Author-X-Name-Last: Wong Title: The Antecedents of Prosocial Service Behaviours: An Empirical Investigation Abstract: Frontline employee attitudes and behaviours during service encounters influence customers' perceptions of service quality. For this reason, the identification of variables that influence service behaviours is important. Much remains unknown about the factors affecting service behaviours in service settings. This study investigates service employees' attitudinal (job satisfaction and organisational commitment) and behavioural (prosocial service behaviours) responses to management strategies (internal communication, professional development and empowerment). One hundred and eighty-eight service employees contributed data, which were analysed using a structural modelling methodology. The authors found that management strategies influence service behaviours directly but the mediating role of job attitudes is not supported. Journal: The Service Industries Journal Pages: 727-745 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898237 File-URL: http://hdl.handle.net/10.1080/02642060600898237 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:727-745 Template-Type: ReDIF-Article 1.0 Author-Name: Hokey Min Author-X-Name-First: Hokey Author-X-Name-Last: Min Title: Developing the profiles of supermarket customers through data mining Abstract: To stay competitive, supermarkets need to develop a viable customer retention strategy. Since a key to the successful development of such a strategy rests with customer relationship management, supermarkets should identify the most profitable ways to build and maintain a loyal customer relationship. In an effort to help supermarkets understand their customers' shopping/patronage behaviour and the ways to retain valued customers, we propose data mining techniques. Using the examples of franchised supermarkets in the south-eastern United States, this paper illustrates the usefulness of the proposed data mining techniques for examining customer grocery shopping behaviour and developing the profiles of loyal patrons. Journal: The Service Industries Journal Pages: 747-763 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898252 File-URL: http://hdl.handle.net/10.1080/02642060600898252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:747-763 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin Hsin Chang Author-X-Name-First: Hsin Hsin Author-X-Name-Last: Chang Title: Development of performance measurement systems in quality management organisations Abstract: This research analyses performance measurement in 15 quality management organisations operating in a range of manufacturing and service areas, to produce a generally applicable descriptive model. Elements of quality management performance measurement described include: strategic goal setting, operational management, individual appraisal, and reward and recognition mechanisms. The key to successful performance measurement is ensuring congruence between all operational elements, encompassing employees at all levels in all departments, requiring total management commitment to teamwork, and information systems integrated with those of the customers and the suppliers. Journal: The Service Industries Journal Pages: 765-786 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898286 File-URL: http://hdl.handle.net/10.1080/02642060600898286 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:765-786 Template-Type: ReDIF-Article 1.0 Author-Name: Hwan-Yann Su Author-X-Name-First: Hwan-Yann Author-X-Name-Last: Su Author-Name: Yichen Lin Author-X-Name-First: Yichen Author-X-Name-Last: Lin Title: Enhancing knowledge-based service quality: A knowledge management perspective Abstract: The research proposes a framework of corporate knowledge management for enhancing knowledge-based service quality of franchise stores in the service industries. Knowledge management can provide businesses with many competitive advantages including average level of knowledge enhancement, service quality improvement, cost and time reductions, strengthened relationships among colleagues and quicker knowledge creation. The proposed framework emphasises the link between knowledge management and corporate mission and vision. Understanding the importance of enhancing knowledge-based service quality and competitive advantage, a framework and a case study demonstrating and explaining how it operates are provided in detail to encourage businesses to implement knowledge management. Journal: The Service Industries Journal Pages: 787-800 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898328 File-URL: http://hdl.handle.net/10.1080/02642060600898328 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:787-800 Template-Type: ReDIF-Article 1.0 Author-Name: María Victoria Ruiz-Mallorquí Author-X-Name-First: María Author-X-Name-Last: Victoria Ruiz-Mallorquí Author-Name: Inmaculada Aguiar-Díaz Author-X-Name-First: Inmaculada Author-X-Name-Last: Aguiar-Díaz Author-Name: Diego R. Medina-Muñoz Author-X-Name-First: Diego R. Author-X-Name-Last: Medina-Muñoz Title: Bank presence in firm equity: A diversification based approach Abstract: This study analyses the possible reasons for banks deciding to invest in firm equity, based on the fundamentals of the strategic diversification literature. Those fundamentals suggest that it may be in response to the negative evolution of other aspects of banking business, namely, credit business, fixed interest business and services, as well as the bank's level of efficiency. The results confirm the hypotheses that the decision to hold equity in other firms is related to the evolution of the bank's other businesses. However, the results for savings banks differed from those for banks. Journal: The Service Industries Journal Pages: 801-817 Issue: 7 Volume: 26 Year: 2006 Month: 10 X-DOI: 10.1080/02642060600898377 File-URL: http://hdl.handle.net/10.1080/02642060600898377 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:801-817 Template-Type: ReDIF-Article 1.0 Author-Name: Leslie De Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: De Chernatony Author-Name: Susan Cottam Author-X-Name-First: Susan Author-X-Name-Last: Cottam Author-Name: Susan Segal-Horn Author-X-Name-First: Susan Author-X-Name-Last: Segal-Horn Title: Communicating Services Brands' Values Internally and Externally Abstract: This paper explores the ways that services brand values are communicated to both staff and customers. Values are communicated to employees via overt internal communications, the ripple effect, senior management example/involvement, HR activities and external communications. A number of failure factors which could hinder the communication of values to employees are identified. For consumers, values are communicated via their holistic experiences of the brand, interactions with employees, external brand communications and the tangible elements of the service offering. The results highlight the need for consistency in all brand value communications. Journal: The Service Industries Journal Pages: 819-836 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011616 File-URL: http://hdl.handle.net/10.1080/02642060601011616 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:819-836 Template-Type: ReDIF-Article 1.0 Author-Name: Christopher J. White Author-X-Name-First: Christopher J. Author-X-Name-Last: White Title: Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions Abstract: The purpose of this study was to explore the relationship between mood states, emotions, perceptions of service quality and consumer loyalty in an extended service context. A quantitative research design, using multivariate statistical techniques, facilitated the data analysis. The sample consisted of 220 students from a private university in Switzerland. The results indicated that all of the variables were significantly correlated and mood state was demonstrated to influence the way judgements were formed. The contribution of mood to explaining the variance in loyalty was however minimal. Journal: The Service Industries Journal Pages: 837-847 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011624 File-URL: http://hdl.handle.net/10.1080/02642060601011624 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:837-847 Template-Type: ReDIF-Article 1.0 Author-Name: Chu-Mei Liu Author-X-Name-First: Chu-Mei Author-X-Name-Last: Liu Title: The Effect of Organisational Vision on Service Quality Delivery Abstract: This study is an attempt to apply the concept of organisational vision to quantitative measures of service operation. Service organisations look at customer satisfaction ensuing from service quality delivery as a source of competitive advantage. To be able to contribute towards this end, vision must exert influence on the key variables job satisfaction and service effort of employees. The results show that organisational vision positively contributes to job satisfaction and service efforts of the participants working in a nationwide fast-food organisation. Journal: The Service Industries Journal Pages: 849-859 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011640 File-URL: http://hdl.handle.net/10.1080/02642060601011640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:849-859 Template-Type: ReDIF-Article 1.0 Author-Name: Aviad A. Israeli Author-X-Name-First: Aviad A. Author-X-Name-Last: Israeli Author-Name: Rachel Barkan Author-X-Name-First: Rachel Author-X-Name-Last: Barkan Author-Name: Michal Fleishman Author-X-Name-First: Michal Author-X-Name-Last: Fleishman Title: An Exploratory Approach to Evaluating Performance Measures: The Managers' Perspective Abstract: It is commonly agreed that firm performance is a multi-faceted construct. Lacking a single accepted method for performance, managers are often judged by a mechanism they do not know or understand. This paper utilises a bottom-up approach to investigate manager perceptions of the important dimensions of performance in the hotel industry, and their evaluations of achievements in these dimensions. The paper offers a qualitative technique that characterises the managers' profile in a two-dimensional space of performance. One dimension is a composite of production-oriented indicators of performance, and the other is a composite of service-oriented indicators of performance. The findings indicate that most managers lack a focus and do not differentiate between production and service indicators of performance. The qualitative technique can be utilised for gauging manager perceptions of performance and for evaluation and feedback for manager performance. Journal: The Service Industries Journal Pages: 861-872 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011665 File-URL: http://hdl.handle.net/10.1080/02642060601011665 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:861-872 Template-Type: ReDIF-Article 1.0 Author-Name: Desislava Kolarova Author-X-Name-First: Desislava Author-X-Name-Last: Kolarova Author-Name: Asel Samaganova Author-X-Name-First: Asel Author-X-Name-Last: Samaganova Author-Name: Ivan Samson Author-X-Name-First: Ivan Author-X-Name-Last: Samson Author-Name: Patrick Ternaux Author-X-Name-First: Patrick Author-X-Name-Last: Ternaux Title: Spatial Aspects of ICT Development in Russia Abstract: The paper investigates the potentials of ICT in Russia for tackling the challenges of huge territory, strong regional disparities, segmentation of economic space and over-centralisation by Moscow. The Internet currently imposes a definite regional discrimination in Russia based on complex criteria, which are not limited to household incomes. After initial polarisation in Moscow and Saint Petersburg, Internet use is now concentrated in a dozen Russian regions, marking a shift to polycentric polarisation, but Internet service activities remain concentrated in Western Russia. A new wave of centrifugal trends is starting thanks to offshore outsourcing in software development, in which Russia is preferred to China and India. Journal: The Service Industries Journal Pages: 873-888 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011673 File-URL: http://hdl.handle.net/10.1080/02642060601011673 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:873-888 Template-Type: ReDIF-Article 1.0 Author-Name: Aaron Cohen Author-X-Name-First: Aaron Author-X-Name-Last: Cohen Author-Name: Anat Avrahami Author-X-Name-First: Anat Author-X-Name-Last: Avrahami Title: The Relationship between Individualism, Collectivism, the Perception of Justice, Demographic Characteristics and Organisational Citizenship Behaviour Abstract: This study examines the relationship between individualism, collectivism, the perception of justice, and demographic variables and organisational citizenship behaviour. The research design is based on survey data acquired from questionnaires distributed to 241 certified nurses and their superiors in 20 units of one of the hospitals in northern Israel. The findings showed that collectivist employees tended to display OCB more frequently than individualistic employees. Positive relationships were found between justice variables and OCB. Of the demographic variables, married employees tended to display OCB more than unmarried workers. In addition, more experienced employees exhibited fewer organisational citizenship behaviours than did their less experienced colleagues. The findings are discussed in terms of their theoretical and practical implications. Journal: The Service Industries Journal Pages: 889-901 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011707 File-URL: http://hdl.handle.net/10.1080/02642060601011707 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:889-901 Template-Type: ReDIF-Article 1.0 Author-Name: Nick Wilton Author-X-Name-First: Nick Author-X-Name-Last: Wilton Title: Strategic Choice and Organisational Context in HRM in the UK Hotel Sector Abstract: Human resource management in the UK hotel industry is typically held to be informal, instrumental and associated with poor employment relations. Some studies, however, have identified incidences of more formal, high-commitment HRM indicating greater diversity in employment practices. Using original research undertaken in south-west England, this article examines this diversity and the influence of organisational context in the formation of HRM strategy. By identifying patterns of employee relations practice it is possible to examine the influence of market factors and establishment size and the extent to which there is scope for strategic choice in HRM. The research indicates that whilst larger hotels operating in stable product markets might be more likely to display formal or strategic approaches to employee relations compared to the industry as a whole, this sub-sector still appears significantly divided in the extent to which managers feel able, willing or compelled to invest in associated practices. Journal: The Service Industries Journal Pages: 903-919 Issue: 8 Volume: 26 Year: 2006 Month: 12 X-DOI: 10.1080/02642060601011723 File-URL: http://hdl.handle.net/10.1080/02642060601011723 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:903-919 Template-Type: ReDIF-Article 1.0 Author-Name: An-Tien Hsieh Author-X-Name-First: An-Tien Author-X-Name-Last: Hsieh Author-Name: Der-Huang Wu Author-X-Name-First: Der-Huang Author-X-Name-Last: Wu Title: The Relationship between Timing of Tipping and Service Effort Abstract: Previous research indicates that the relationship between the tip and service quality is still not clear. There are doubts that the timing of tipping influences service effort and affects the service quality further. The purpose of this study is to investigate the relationship between the timing of the tip and the service effort expended. After making a survey of 236 tour leaders, the present study found that the timing of tipping correlated with the service providers' effort and perceptions. The earlier the service providers received the tips, the more effort they made. In addition, the present study also provides some suggestions for managerial practice and for further research. Journal: The Service Industries Journal Pages: 1-14 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038593 File-URL: http://hdl.handle.net/10.1080/02642060601038593 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:1-14 Template-Type: ReDIF-Article 1.0 Author-Name: Andrew J. Newman Author-X-Name-First: Andrew J. Author-X-Name-Last: Newman Title: Uncovering Dimensionality in the Servicescape: Towards Legibility Abstract: The type and level of service offered in the service sector is relatively homogenous, and notoriously difficult to distinguish. Company servicescapes are important differentiators and indicators of quality vis-à-vis image and competence. The paper develops an exploratory and conceptual framework that delineates the dimensions of service environments, emphasising those factors that can be successfully manipulated by management. Fieldwork examined a dynamic service environment and analysis revealed that the legibility of the setting (e.g., clear signage and spatial appearance) influenced peoples' moods generally. Analysis suggested that general layouts and legible signage help to induce positive moods, and therefore positive images of the service providers. Journal: The Service Industries Journal Pages: 15-28 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038601 File-URL: http://hdl.handle.net/10.1080/02642060601038601 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:15-28 Template-Type: ReDIF-Article 1.0 Author-Name: Chiung-Ju Liang Author-X-Name-First: Chiung-Ju Author-X-Name-Last: Liang Author-Name: Wen-Hung Wang Author-X-Name-First: Wen-Hung Author-X-Name-Last: Wang Title: Customer Relationship Management of the Information Education Services Industry in Taiwan: Attributes, Benefits and Relationship Abstract: Measuring the key attributes of the services provided is necessary, but it is not sufficient for the improvement of customer satisfaction. This study develops and empirically tests a model examining the relations among attributes, benefits, customer satisfaction, trust, commitment, and customer behavioural loyalty, as relationship duration and product involvement are used as controllable variables in a marketing system. Based on samples collected from PC School, one of the most renowned information education services in Taiwan, the results show that relationship duration does have a positive influence on customer behavioural loyalty, and product involvement has positive effects on customer satisfaction. The findings also suggest that customers purchase information education services with specific benefits, all of which come with corresponding attributes, and hence result in dissimilar levels of customer satisfaction and homologous behavioural sequences. Journal: The Service Industries Journal Pages: 29-46 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038627 File-URL: http://hdl.handle.net/10.1080/02642060601038627 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:29-46 Template-Type: ReDIF-Article 1.0 Author-Name: Alison Morrison Author-X-Name-First: Alison Author-X-Name-Last: Morrison Author-Name: Fiona Conway Author-X-Name-First: Fiona Author-X-Name-Last: Conway Title: The Status of the Small Hotel Firm Abstract: This paper builds on research that was carried out in the early 1990s in order to assess the contemporary status of the small firm within the hotel industry sector. It raises debates concerned with definition and associated statistical constraints and limitations. While a fluid, grounded definitional approach is recommended as a means of more effectively accessing the ‘real world’ of small firms, challenges are recognised relative to its contribution to consistent and comparable research findings. The paper concludes that the status of the small hotel firm continues to weaken, operating at the periphery as broadly conceived. Furthermore, the final assessment is that too much remains unknown about this phenomenon. Journal: The Service Industries Journal Pages: 47-58 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038643 File-URL: http://hdl.handle.net/10.1080/02642060601038643 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:47-58 Template-Type: ReDIF-Article 1.0 Author-Name: Myong Jae Lee Author-X-Name-First: Myong Jae Author-X-Name-Last: Lee Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Title: Effects of Destination Image on Meeting Participation Intentions: Empirical Findings from a Professional Association and its Annual Convention Abstract: Understanding association members' evaluations of site attributes helps prospective meeting destinations to target associations and thus improve their chances of acceptance. Further, associations may need their members' insights into which attributes are more or less important, so they can select a meeting destination based on preferred attributes. With the purpose of helping both associations and meeting destinations achieve their common goal, which is to maximise meeting attendance, this study investigated the role of destination image in association meeting participation, using the intention-based structural model. In addition, destination attributes were comprehensively analysed and their relative influences on image formation were explored. The results of structural model evaluation revealed that destination image is closely linked to expected performance based on destination attributes, and the destination image positively affects association members' intentions to attend the meeting. Journal: The Service Industries Journal Pages: 59-73 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038676 File-URL: http://hdl.handle.net/10.1080/02642060601038676 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:59-73 Template-Type: ReDIF-Article 1.0 Author-Name: Amanda Beatson Author-X-Name-First: Amanda Author-X-Name-Last: Beatson Author-Name: Nick Lee Author-X-Name-First: Nick Author-X-Name-Last: Lee Author-Name: Leonard V. Coote Author-X-Name-First: Leonard V. Author-X-Name-Last: Coote Title: Self-Service Technology and the Service Encounter Abstract: Self-service technology is affecting the service encounter. The potential reduction in personal contact through self-service technology may affect assessments of consumer satisfaction and commitment, making it necessary to investigate self-service technology usage, particularly the long-term impact on consumers' relationships with service organisations. Thus, this paper presents a framework for investigating the impact of self-service technology on consumer satisfaction and on a multi-dimensional measure of consumer commitment. Illustrative quotes from exploratory in-depth interviews support the framework and lead to a set of propositions. Future research directions for testing the framework are also discussed, and potential implications of this research are outlined. Journal: The Service Industries Journal Pages: 75-89 Issue: 1 Volume: 27 Year: 2007 Month: 1 X-DOI: 10.1080/02642060601038700 File-URL: http://hdl.handle.net/10.1080/02642060601038700 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:1:p:75-89 Template-Type: ReDIF-Article 1.0 Author-Name: Pao-Tiao Chuang Author-X-Name-First: Pao-Tiao Author-X-Name-Last: Chuang Title: Combining Service Blueprint and FMEA for Service Design Abstract: This paper aims at combining the service blueprint and Failure Modes and Effects Analysis (FMEA) to assist service designers in designing a failure-free service system. In the proposed approach, a blueprint of a service system should be, first, developed to identify the potential fail points and failure modes for both front office and back office service activities. Based on the blueprint, the FMEA tool is then applied to prioritise the critical potential failure modes of the service system and take the required actions to ensure service design performance. An example of a hypermarket service system was used to demonstrate the proposed approach. The example not only identifies the most likely failure modes but also provides the effects and possible causes for each of the most critical failure modes. This implies that the actions to prevent these failures from occurring should be the main focus in the service design stage of the example company. Some managerial implications are also provided. Journal: The Service Industries Journal Pages: 91-104 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122587 File-URL: http://hdl.handle.net/10.1080/02642060601122587 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:91-104 Template-Type: ReDIF-Article 1.0 Author-Name: Tuncdan Baltacioglu Author-X-Name-First: Tuncdan Author-X-Name-Last: Baltacioglu Author-Name: Erhan Ada Author-X-Name-First: Erhan Author-X-Name-Last: Ada Author-Name: Melike D. Kaplan Author-X-Name-First: Melike D. Author-X-Name-Last: Kaplan Author-Name: Oznur Yurt And Author-X-Name-First: Oznur Author-X-Name-Last: Yurt And Author-Name: Y. Cem Kaplan Author-X-Name-First: Y. Author-X-Name-Last: Cem Kaplan Title: A New Framework for Service Supply Chains Abstract: Despite the extensive amount of academic work devoted to supply chain management, today the structure of service supply chains still remains unexplored. The aim of this paper is to verify and explain this gap with regard to the unique nature of the services industry and the applicability of existing supply chain management literature to service businesses. This paper develops a new model for service supply chains and applies it to the healthcare industry. The results of this study are relevant both to practitioners in the services industry and to researchers conducting further studies in the field. Journal: The Service Industries Journal Pages: 105-124 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122629 File-URL: http://hdl.handle.net/10.1080/02642060601122629 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:105-124 Template-Type: ReDIF-Article 1.0 Author-Name: John Pratten Author-X-Name-First: John Author-X-Name-Last: Pratten Author-Name: Susan Scoffield Author-X-Name-First: Susan Author-X-Name-Last: Scoffield Title: The Role of the Internet in the Marketing of Independent Public Houses in the UK Abstract: The traditional public house has undergone significant change in the last three decades, making the transition from a male dominated drinking venue to a modern leisure provider. Many independent pubs now offer a variety of products and services to a range of market segments. In recent years there has been plenty of evidence of independent pubs embracing the concept of marketing in response to challenging competitive conditions and customer demands. Many have been very successful at implementing innovative marketing strategies for attracting and retaining customers. Promotional activity has also increased but appears to have been less innovative, concentrating mainly on word-of-mouth and sales promotions. The complex promotional mix used by many commercial organisations is beyond the budget of the majority of independent pubs. Advertising through the media of newspaper or radio is also too expensive and therefore independent pubs may have to seek alternative ways of making the consumer aware of their location and the hospitality that they offer. This paper seeks to explore the potential of the Internet as a marketing communications tool for independent pubs. A review of trade examples and a mini case study are presented to assess the extent to which independent pubs and customers have adopted this technology. The advantages of using this medium are discussed and examples of successful use of the Internet by independent pubs are presented. The problems of time, cost and IT expertise are considered as barriers to adoption. Journal: The Service Industries Journal Pages: 125-137 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122652 File-URL: http://hdl.handle.net/10.1080/02642060601122652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:125-137 Template-Type: ReDIF-Article 1.0 Author-Name: Sumeetra Thozhur Author-X-Name-First: Sumeetra Author-X-Name-Last: Thozhur Author-Name: Michael Riley Author-X-Name-First: Michael Author-X-Name-Last: Riley Author-Name: Edit Szivas Author-X-Name-First: Edit Author-X-Name-Last: Szivas Title: Do the Poor Wake Up Quickly? A Study of Low Pay and Muted Horizons Abstract: The paper paints a portrait of service industry workers who are outside the institutional parameters of industrial relations. It considers the effects of hard work on the personal horizons of the working poor. By asking workers to describe target earnings and what a ‘better job’ means against a background of long hours, the study shows what distress selling of labour actually looks like. The results indicate that subjects correctly perceive their lack of opportunity and have horizons circumscribed by industrial norms. Journal: The Service Industries Journal Pages: 139-150 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122660 File-URL: http://hdl.handle.net/10.1080/02642060601122660 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:139-150 Template-Type: ReDIF-Article 1.0 Author-Name: Javier Sánchez-Garcia Author-X-Name-First: Javier Author-X-Name-Last: Sánchez-Garcia Author-Name: Miguel A. Moliner-Tena Author-X-Name-First: Miguel A. Author-X-Name-Last: Moliner-Tena Author-Name: Luís Callarisa-Fiol Author-X-Name-First: Luís Author-X-Name-Last: Callarisa-Fiol Author-Name: Rosa M. Rodríguez-Artola Author-X-Name-First: Rosa M. Author-X-Name-Last: Rodríguez-Artola Title: Relationship Quality of an Establishment and Perceived Value of a Purchase Abstract: Relationship quality is an emerging concept that attempts to measure the lifetime value of a customer. A review of the literature reveals that the indicators that determine the construct are satisfaction with the relationship, the customer's trust and the customer's level of commitment. The paper also considers how the perceived value of a purchase influences the quality of the relationship with an establishment, i.e. how a single transaction influences the valuation of a whole relationship. Gummeson [1987] considers that the quality of the relationship is the value accumulated during/throughout the relationship. This posits the existence of a causal link between perceived value and relationship quality. On the basis of an Expectancy--Value Model [Fishbein and Ajzen, 1975], and the model of Berkowitz [1993], we consider the relationships among the variables of the model. The results show that affect plays a fundamental role in long term valuation, while cognition is more influential in the short term. Another important conclusion is that the affective valuations made during the first moments have decisive consequences in the long term. Journal: The Service Industries Journal Pages: 151-174 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122710 File-URL: http://hdl.handle.net/10.1080/02642060601122710 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:151-174 Template-Type: ReDIF-Article 1.0 Author-Name: Gilles Paché Author-X-Name-First: Gilles Author-X-Name-Last: Paché Title: Private Label Development: The Large Food Retailer Faced with the Supplier's Opportunism Abstract: For the last 20 years, large food retailers have had an important place in fast-moving consumer good sales. This article describes their buying strategies, focusing on supplier selection in the case of private label contracts. It introduces the concept of opportunism to explain recent and probably irreversible developments in retail buying organisations, integrating a growing number of technologists and scientists. New businesses, with close relationships to industrial purchasing, have appeared in the retailing industry. In the end, they will require a new ‘species’ of managers, able to simultaneously monitor logistical, technical and commercial interfaces between large food retailers and their private label producers. Journal: The Service Industries Journal Pages: 175-188 Issue: 2 Volume: 27 Year: 2007 Month: 3 X-DOI: 10.1080/02642060601122751 File-URL: http://hdl.handle.net/10.1080/02642060601122751 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:2:p:175-188 Template-Type: ReDIF-Article 1.0 Author-Name: Marie-Christine Monnoyer Author-X-Name-First: Marie-Christine Author-X-Name-Last: Monnoyer Title: A SELECTION FROM THE RESER CONGRESS IN GRANADA—Growth, Employment and Location of Services: New Trends in a Global World Abstract: RESER is an interdisciplinary European network of social scientists linked by a common interest in service industries, occupations and geographies. The annual RESER research conference has become the annual platform and meeting place for European researchers and policy makers working on service providers. It offers an opportunity for the exchange of ideas concerning the cutting edge of service research and is open to all researchers interested in the topic. The RESER 20051 conference was focused on the theme ‘Growth, Employment and Location of Services: New Trends in a Global World’. The conference dealt with three main issues: i) service competitiveness, ii) outsourcing, off shoring and delocalisation: implications for services and iii), challenges for public services in a global world. Journal: The Service Industries Journal Pages: 189-192 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701206942 File-URL: http://hdl.handle.net/10.1080/02642060701206942 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:189-192 Template-Type: ReDIF-Article 1.0 Author-Name: Faridah Djellal Author-X-Name-First: Faridah Author-X-Name-Last: Djellal Author-Name: Faïz Gallouj Author-X-Name-First: Faïz Author-X-Name-Last: Gallouj Title: Innovation and Employment Effects in Services: A Review of the Literature and an Agenda for Research Abstract: This article addresses the difficult question of the relationship between innovation and employment. Its main objective is to re-examine the literature on innovation in services in the light of the employment issue. In particular, it attempts to assess to what extent and in what way this question is implicitly or explicitly addressed in the literature or deserves to be introduced into it. In pursuit of these objectives, the national and international literature is reviewed and a research agenda proposed. The following three topics are explored in succession: 1) technologist approaches and the employment question; 2) the question of employment in service-based approaches; 3) innovation by services and employment. Journal: The Service Industries Journal Pages: 193-214 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701206959 File-URL: http://hdl.handle.net/10.1080/02642060701206959 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:193-214 Template-Type: ReDIF-Article 1.0 Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Title: Executives and Business Services: Key Factors of French Metropolitan Growth Abstract: France has experienced since the 1970s a huge change in employment trends concerning activity sectors but also location patterns. Research by the authors tends to show that the business service sector plays an effective driving role in these dynamics, particularly during the last decade. It seems that new geographical dynamics are now emerging: after a period characterised by an overwhelming tendency to concentrate on the Parisian pole, some diffusion shifts are appearing in favour of second rank metropolitan areas. Their attractiveness depends mainly on executives, particularly inside the business service sector. The variety of activities inside this sector, which was clearly playing the main role at the regional level, seems to be just a second rank variable when explaining the economic dynamism of the metropolis. Journal: The Service Industries Journal Pages: 215-232 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701206967 File-URL: http://hdl.handle.net/10.1080/02642060701206967 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:215-232 Template-Type: ReDIF-Article 1.0 Author-Name: Eva Pardos Author-X-Name-First: Eva Author-X-Name-Last: Pardos Author-Name: Ana Gómez-Loscos Author-X-Name-First: Ana Author-X-Name-Last: Gómez-Loscos Author-Name: Fernando Rubiera-Morollón Author-X-Name-First: Fernando Author-X-Name-Last: Rubiera-Morollón Title: ‘Do versus Buy’ Decisions in the Demand for Knowledge Intensive Business Services Abstract: The search for the maximum use of scale and agglomeration economies and the need to operate firms in the most flexible way have provided a strong impulse for companies to increase their use of external intermediate services. Because of their strategic role, the use of business services that are intensive both in labour qualification and in technological requirements is key for these policies. The purpose of this paper is to analyse the patterns followed by companies in the two relevant decisions on this issue: firstly, whether to use knowledge intensive business services or not and, secondly, whether (and to what extent) to buy these services from another firm or to provide them inside the organisation. In both cases, we intend to identify the factors that affect the ‘do versus buy’ decision with respect to total KIBS as well as particular categories. A specific feature in our study is that it focuses on the behaviour of firms working in a region without a well-developed supply of KIBS. Applying discrete response models to the data obtained in a survey elaborated by the authors, the most relevant variables for the use of KIBS are satisfaction with previous outsourcing experiences and location of the firm in a large urban centre, but they do not affect their external provision. The size of the firm, its export orientation and its technological complexity have opposite effects on use and outsourcing. Journal: The Service Industries Journal Pages: 233-249 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701206991 File-URL: http://hdl.handle.net/10.1080/02642060701206991 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:233-249 Template-Type: ReDIF-Article 1.0 Author-Name: Marie-Christine Monnoyer Author-X-Name-First: Marie-Christine Author-X-Name-Last: Monnoyer Author-Name: Jean-Marc Zuliani Author-X-Name-First: Jean-Marc Author-X-Name-Last: Zuliani Title: The Decentralisation of Airbus Production and Services Abstract: Airbus has been multisourcing production since the first rollouts in the late 1970s, spawning clusters of suppliers around its locations in Bristol, Hamburg, Madrid and Toulouse. Moreover, both the A380 project and globalisation of the aircraft market pointed up the need and value of outsourcing. This paper analyses the outlook for supplier clusters in Toulouse and elsewhere based on Airbus thinking and practices before identifying the ingredients of successful outsourcing. Journal: The Service Industries Journal Pages: 251-262 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207056 File-URL: http://hdl.handle.net/10.1080/02642060701207056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:251-262 Template-Type: ReDIF-Article 1.0 Author-Name: Boris Augurzky Author-X-Name-First: Boris Author-X-Name-Last: Augurzky Author-Name: Markus Scheuer Author-X-Name-First: Markus Author-X-Name-Last: Scheuer Title: Outsourcing in the German Hospital Sector Abstract: Being under pressure both from demographic changes in most industrialised countries and increasingly scarce financial resources in social security, in the last decade the German hospital sector tried to find some relief in outsourcing of services not belonging to its core competences like IT services, catering and cleaning. However, not all the hopes connected with this strategy have been fulfilled. This paper takes stock of the current situation of outsourcing in the German hospital sector mainly by the size of the institution. It describes the patterns of outsourcing in the sector, looks at the reasons for outsourcing, and describes the experiences with it of the hospitals on the one hand and the service providers on the other. We conclude by expressing our expectations concerning the foreseeable future of outsourcing in the German hospital sector. Journal: The Service Industries Journal Pages: 263-277 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207080 File-URL: http://hdl.handle.net/10.1080/02642060701207080 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:263-277 Template-Type: ReDIF-Article 1.0 Author-Name: Patrick Ternaux Author-X-Name-First: Patrick Author-X-Name-Last: Ternaux Author-Name: Desislava Kolarova Author-X-Name-First: Desislava Author-X-Name-Last: Kolarova Title: Delocalisation and ICT Outsourcing in the CEEC Countries: The Role of Proximities Abstract: In a rapidly changing global context, this article sets out to examine certain tendencies which bring themes of international trade and economic geography of territories into close relation. It seems increasingly difficult to explain strategies of firms without reference to the logic, which dictates where they locate their productive activities. We tried to identify the role of ICT in determining the logic of localisation, mainly by analysing the situation in East European transition countries through an approach based on the economy of proximities. Journal: The Service Industries Journal Pages: 279-292 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207122 File-URL: http://hdl.handle.net/10.1080/02642060701207122 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:279-292 Template-Type: ReDIF-Article 1.0 Author-Name: Andre Barcet Author-X-Name-First: Andre Author-X-Name-Last: Barcet Author-Name: Joël Bonamy Author-X-Name-First: Joël Author-X-Name-Last: Bonamy Title: Local Care Services: A Reflection on the Conditions for their Emergence and Development Abstract: Local care services are making a comeback in the headlines (with the Borloo plan, CAE report). The development of this market (or markets) and the policies linked with them nonetheless give rise to problems. This article seeks to identify the levers on which current policy can rely to become effective and emphasises the shortcomings that need to be resolved to ensure impetus. It attempts to specify certain macrosociological and macroeconomic conditions, and analyse the conditions specific to demand and the constraints in building efficient supply that may explain the failures of the policies implemented so far. Journal: The Service Industries Journal Pages: 293-303 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207148 File-URL: http://hdl.handle.net/10.1080/02642060701207148 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:293-303 Template-Type: ReDIF-Article 1.0 Author-Name: Marta Muñoz Guarasa Author-X-Name-First: Marta Author-X-Name-Last: Muñoz Guarasa Title: Are Foreign Firms Delocalising Services From Spain? Abstract: The goal of this project is to find out if Spain is undergoing a disinvestment process in foreign service companies which might be leading to offshoring. To achieve this -- after tackling conceptual and methodological aspects -- a company's total disinvestment has been estimated. Subsequently, its ratio to gross investment has been evaluated for the whole sector and for all the activities the company performed in the 1993--2004 period. The result does not show a worrying disinvestment process. Over the last year in the study, though, a significant change has been seen, which might suggest the beginning of a disinvestment process in some activities -- as is happening worldwide. Journal: The Service Industries Journal Pages: 305-320 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207171 File-URL: http://hdl.handle.net/10.1080/02642060701207171 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:305-320 Template-Type: ReDIF-Article 1.0 Author-Name: Heidi Wiig Aslesen Author-X-Name-First: Heidi Author-X-Name-Last: Wiig Aslesen Author-Name: Arne Isaksen Author-X-Name-First: Arne Author-X-Name-Last: Isaksen Title: Knowledge Intensive Business Services and Urban Industrial Development Abstract: This paper analyses the role of knowledge intensive business services (KIBS) as innovation agents for other firms and industries with empirical evidence from the capital region of Oslo, Norway. It focuses in particular on the role of two sectors (software industry and organisational consultants) in stimulating innovation and growth, showing that firms in the two KIBS sectors mainly provide products and services tailored to individual clients and have frequent face-to-face meetings, relationships that may stimulate innovation. Moreover, data reveal that Oslo firms are more frequent users of consultancy services than firms located outside urban areas, suggesting a gap between ‘insiders’ and ‘outsiders’. Journal: The Service Industries Journal Pages: 321-338 Issue: 3 Volume: 27 Year: 2007 Month: 4 X-DOI: 10.1080/02642060701207239 File-URL: http://hdl.handle.net/10.1080/02642060701207239 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:3:p:321-338 Template-Type: ReDIF-Article 1.0 Author-Name: Junjie Hong Author-X-Name-First: Junjie Author-X-Name-Last: Hong Title: Location Determinants and Patterns of Foreign Logistics Services in Shanghai, China Abstract: Nested logit models are introduced and applied to an investigation of location determinants and patterns of foreign logistics services within a Chinese city. The estimation results based on recent census data show that foreign logistics establishments favoured the sites near the central business district. They were attracted by good transport infrastructure and vigorous market demand. High population density deterred foreign logistics establishments, while the availability of supporting services attracted them. We also observed that the central city area's attractiveness to foreign logistics services had decreased since the mid-1990s. Finally, some implications for policy-makers are suggested. Journal: The Service Industries Journal Pages: 339-354 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346490 File-URL: http://hdl.handle.net/10.1080/02642060701346490 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:339-354 Template-Type: ReDIF-Article 1.0 Author-Name: Manuel Sánchez-Pérez Author-X-Name-First: Manuel Author-X-Name-Last: Sánchez-Pérez Author-Name: Raquel Sánchez-Fernández Author-X-Name-First: Raquel Author-X-Name-Last: Sánchez-Fernández Author-Name: Gema M. Marín-Carrillo Author-X-Name-First: Gema M. Author-X-Name-Last: Marín-Carrillo Author-Name: Juan C. Gázquez-Abad Author-X-Name-First: Juan C. Author-X-Name-Last: Gázquez-Abad Title: Service Quality in Public Services as a Segmentation Variable Abstract: The application of perceived service quality to marketing segmentation makes a significant contribution to customer quality expectations by enabling more efficient segmentation. By means of an empirical analysis, the present work firstly contrasts the validity of perceived service quality measurements in public services. It goes on to analyse the usefulness of this concept as a segmentation criterion. Finally, customer segments are identified as a function of perceived quality and profiles are established for each segment. This study proves that service quality is a useful tool for segmentation in public services. Journal: The Service Industries Journal Pages: 355-369 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346771 File-URL: http://hdl.handle.net/10.1080/02642060701346771 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:355-369 Template-Type: ReDIF-Article 1.0 Author-Name: Sung-Joon Yoon Author-X-Name-First: Sung-Joon Author-X-Name-Last: Yoon Author-Name: Dong-Choon Choi Author-X-Name-First: Dong-Choon Author-X-Name-Last: Choi Author-Name: Jong-Won Park Author-X-Name-First: Jong-Won Author-X-Name-Last: Park Title: Service Orientation: Its Impact on Business Performance in the Medical Service Industry Abstract: From the viewpoint of internal marketing, employees who are content in their job may be motivated to satisfy their customers better than ones who are not content. Another relevant premise is that the content employees, because of their work motivation, would eventually help improve the performance of their firm. To verify these relationships, some previous studies looked into the effects of organisational service orientation on employee's satisfaction. But only few of them investigated the mediating effects of variables such as service value and customer orientation for their role in linking service orientation to business performance. This study examines how an organisation's service orientation had an effect on its performance at hospitals. For this purpose, verification of the mediating role of service value perceived by employees as well as the role of customer orientation on the firm's performance was attempted. For this study, a total of 292 usable questionnaires were collected from hospital staffs located in metropolitan cities of Korea. The hypotheses concerning relationships among service orientation, service value, employee satisfaction and customer orientation were verified by covariance structural modelling, using SPSS 10.0 and AMOS 4.0 programs. The result is as follows. First, organisational service orientation had a positive effect on both employee satisfaction and service value perceived by hospital staff. Second, employee satisfaction had a positive impact on service value and customer orientation. Finally, service value as well as employee's customer orientation were found to exert positive influence on the medical firm's performance. Journal: The Service Industries Journal Pages: 371-388 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346375 File-URL: http://hdl.handle.net/10.1080/02642060701346375 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:371-388 Template-Type: ReDIF-Article 1.0 Author-Name: Arjan Lejour Author-X-Name-First: Arjan Author-X-Name-Last: Lejour Author-Name: Jan-Willem de Paiva Verheijden Author-X-Name-First: Jan-Willem Author-X-Name-Last: de Paiva Verheijden Title: The Tradability of Services within Canada and the European Union Abstract: This paper analyses bilateral trade flows between the provinces of Canada and between the member states of the European Union using a gravity model. On average, distance is less a hindrance for services trade than for goods trade. Language and regulation differences hamper intra-EU trade significantly. Services trade, in contrast to goods trade, is also hampered by the level of regulation in the importing country. Services trade within Canada as a share of GDP is twice the intra-EU level, and estimates suggest that intra-EU services trade could more than double if the internal market functioned like the Canadian services market. Journal: The Service Industries Journal Pages: 389-409 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346706 File-URL: http://hdl.handle.net/10.1080/02642060701346706 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:389-409 Template-Type: ReDIF-Article 1.0 Author-Name: Carlos Iglesias-Fernández Author-X-Name-First: Carlos Author-X-Name-Last: Iglesias-Fernández Author-Name: Raquel Llorente-Heras Author-X-Name-First: Raquel Author-X-Name-Last: Llorente-Heras Title: Sectoral Structure, Qualification Characteristics and Patterns of Labour Mobility Abstract: The paper has two main objectives. First, to investigate whether workers show significant differences in labour opportunities. Second, to test the hypothesis that tertiarisation has important effects explaining it. The hypotheses are: (1) tertiarisation has relevant effects on the structure of labour demand by skills; (2) the labour opportunities of workers can be influenced by the skills developed in their previous jobs and their concordance between sectoral changes. From a methodological point of view, the approach implies a study of labour transition data of workers, sectoral change and its qualification implications. In order to research the previous argument, the authors analyse labour mobility within European countries. Therefore, data used in the paper come from the European Community Household Panel (ECHP). All descriptive analyses have been carried out and the results from dynamic logit panel data model suggest that the relation of workers to tertiarisation and its implications -- approximated by their previous labour situation (sector and skill) -- are significant, explaining differences observed in labour transitions and its characteristics. Journal: The Service Industries Journal Pages: 411-434 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346607 File-URL: http://hdl.handle.net/10.1080/02642060701346607 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:411-434 Template-Type: ReDIF-Article 1.0 Author-Name: Deirdre O'loughlin Author-X-Name-First: Deirdre Author-X-Name-Last: O'loughlin Author-Name: Isabelle Szmigin Author-X-Name-First: Isabelle Author-X-Name-Last: Szmigin Title: Services Branding: Revealing the Rhetoric within Retail Banking Abstract: This paper presents key branding findings from a qualitative study of consumers and financial services practitioners and explores the current role, importance and challenges associated with branding within Irish retail financial services. Managerial and consumer research highlighted the limited role of branding and the growing gap between brand-based expectations and service brand execution. Key conclusions and implications are proposed in terms of developing an effective multidimensional brand strategy which is both profitable to suppliers and desirable to consumers. The paper recommends that financial services branding be focused upon the promotion of meaningful functional values, delivered through a customer-centred, process-driven approach. Journal: The Service Industries Journal Pages: 435-452 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346748 File-URL: http://hdl.handle.net/10.1080/02642060701346748 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:435-452 Template-Type: ReDIF-Article 1.0 Author-Name: Gary A.S. Cook Author-X-Name-First: Gary A.S. Author-X-Name-Last: Cook Author-Name: Naresh R. Pandit Author-X-Name-First: Naresh R. Author-X-Name-Last: Pandit Title: Service Industry Clustering: A Comparison of Broadcasting in Three City-Regions Abstract: Drawing from two major studies of clustering in the UK broadcasting industry, this paper finds compelling differences between clusters; differences which explain performance variation and provide strong implications for the extant literature and UK regional policy. The paper finds that (a) regional processes have been overplayed with the importance of both broader external connectivity and narrower local impacts of location underestimated; (b) the policy-makers' conception of a successful cluster underplays the importance of large hub firms; (c) national policy has been more effective than regional policy in promoting UK broadcasting clusters; and (d) policy-makers should not overlook traditional business support. Journal: The Service Industries Journal Pages: 453-469 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346466 File-URL: http://hdl.handle.net/10.1080/02642060701346466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:453-469 Template-Type: ReDIF-Article 1.0 Author-Name: Pei Chao Author-X-Name-First: Pei Author-X-Name-Last: Chao Author-Name: Hsin-Pin Fu Author-X-Name-First: Hsin-Pin Author-X-Name-Last: Fu Author-Name: Iuan-Yuan Lu Author-X-Name-First: Iuan-Yuan Author-X-Name-Last: Lu Title: Strengthening the Quality--Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship Abstract: Customer loyalty has been suggested as the most important indicator of a firm's advantageous position relative to competitors. The effect of service quality on customer loyalty has been empirically proven in a variety of industries. For industries such as grocery wholesalers whose offerings seem to be almost homogeneous in the eyes of retail customers, by implication, service quality in itself may be insufficient. Therefore, this study aims to explore how to strengthen the effect of service quality on customer loyalty. In this study, we propose that customer orientation and interpersonal relationship may reinforce the quality--loyalty linkage. The empirical results showed that all three variables independently had significant power in discriminating among three levels of loyalty (high, medium, and low). Customer orientation and interpersonal relationships also functioned as moderators that strengthen the effect of service quality on customer loyalty. Moreover, customer orientation had a greater moderating effect than interpersonal relationship. The research findings could, we believe, assist wholesale managers to allocate their resources more effectively to establish customer loyalty in an era of fierce competition. Journal: The Service Industries Journal Pages: 471-494 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346425 File-URL: http://hdl.handle.net/10.1080/02642060701346425 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:471-494 Template-Type: ReDIF-Article 1.0 Author-Name: Humphry Hung Author-X-Name-First: Humphry Author-X-Name-Last: Hung Author-Name: Y. H. Wong Author-X-Name-First: Y. H. Author-X-Name-Last: Wong Title: Organisational Perception of Customer Satisfaction: Theories and Evidence Abstract: Do managers in service organisations believe that the struggle matters more than the triumph? This paper proposes a model of organisational perception of customer satisfaction which posits that, given a lack of first-hand information on customer responses, organisations tend to adopt a process-based approach of evaluating the level of satisfaction of their customers. This evaluation process depends not on the assessment of actual outcomes such as sales revenue and customer complaints, but instead on the organisational efforts involved in satisfying the needs of customers. The propositions are tested by surveying 150 e-banking service providers and the data supports the hypotheses. Journal: The Service Industries Journal Pages: 495-507 Issue: 4 Volume: 27 Year: 2007 Month: 6 X-DOI: 10.1080/02642060701346540 File-URL: http://hdl.handle.net/10.1080/02642060701346540 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:495-507 Template-Type: ReDIF-Article 1.0 Author-Name: Chi-Sheng Hsu Author-X-Name-First: Chi-Sheng Author-X-Name-Last: Hsu Author-Name: Jwu-Rong Lin Author-X-Name-First: Jwu-Rong Author-X-Name-Last: Lin Title: Mutual Fund Performance and Persistence in Taiwan: A Non-Parametric Approach Abstract: This paper applies data envelopment analysis (DEA) to measure the performance of Taiwan domestic equity funds during the period 1999 to 2003. To test performance persistence, we first divide the sample funds into low efficiency (0--25th percentile), middle efficiency (26th--75th percentile), and high efficiency (76th--100th percentile) groups according to their rankings on technical efficiency (TE) and Sharpe ratios, respectively. Then, based on the previous one-, two-, and three-year performances of the sample funds, we employ iterative seemingly unrelated regressions to analyse the persistence of sample fund performance. The results show that there exists a significant ‘hot hands’ effect in Taiwan domestic equity funds under the TE measure, but not under the measure of Sharpe ratios. The paper concludes that the different results in performance persistence analyses between the above two measures is driven by the DEA taking transaction costs into consideration. Journal: The Service Industries Journal Pages: 509-523 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411658 File-URL: http://hdl.handle.net/10.1080/02642060701411658 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:509-523 Template-Type: ReDIF-Article 1.0 Author-Name: Irene C.L. Ng Author-X-Name-First: Irene C.L. Author-X-Name-Last: Ng Title: Advance Demand and a Critical Analysis of Revenue Management Abstract: This paper presents a theoretical framework of advance demand through six propositions. The framework introduces the concept of acquisition and valuation risks and suggests that advance demand distribution is rooted in the trade-off between them. Furthermore, since advance buyers may not consume, firms may be able to re-sell relinquished capacity. The study then proposes how refunds could provide additional revenue to firms. The study further suggests theoretical reasons why and when service firms are able to practise revenue management, suggesting that RM tools such as overbooking and demand forecasting may not be the only tools for higher revenue. Journal: The Service Industries Journal Pages: 525-548 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411682 File-URL: http://hdl.handle.net/10.1080/02642060701411682 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:525-548 Template-Type: ReDIF-Article 1.0 Author-Name: Paulo J. Maçãs Nunes Author-X-Name-First: Paulo J. Author-X-Name-Last: Maçãs Nunes Author-Name: Zélia M. Serrasqueiro Author-X-Name-First: Zélia M. Author-X-Name-Last: Serrasqueiro Title: Capital Structure of Portuguese Service Industries: A Panel Data Analysis Abstract: Using panel data for the period 1999--2003, this study shows that internal and external financing are not perfect substitutes, not corroborating the theorem of Modigliani and Miller. Portuguese service industries prefer internal to external financing, corroborating Pecking Order theory. The bigger the size of the company, the greater the level of debt, corroborating Trade-Off and Signalling theories. The negative relationship between the amount of fixed capital and debt corroborates Agency theory. The results allow us to conclude that debt contributes to improving management efficiency, agency problems between shareholders and creditors having little relevance. Journal: The Service Industries Journal Pages: 549-562 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411690 File-URL: http://hdl.handle.net/10.1080/02642060701411690 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:549-562 Template-Type: ReDIF-Article 1.0 Author-Name: Kent Eriksson Author-X-Name-First: Kent Author-X-Name-Last: Eriksson Author-Name: øystein D. Fjeldstad Author-X-Name-First: øystein D. Author-X-Name-Last: Fjeldstad Author-Name: Amir Sasson Author-X-Name-First: Amir Author-X-Name-Last: Sasson Title: Knowledge of Inter-customer Relations as a Source of Value Creation and Commitment in Financial Service Firm's Intermediation Abstract: This paper develops a knowledge perspective on value creation in organisations that employ mediating technology to facilitate inter-customer relations. Mediators, individually and collectively, build networks of customers between whom linking can take place, and they provide services that facilitate inter-customer exchanges. Earlier research has shown the importance of size and standardisation in mediation. A different stream of research has shown that contextual knowledge is important for problem solving and innovation in organisations. Combining theories of mediating technology and situated problem solving, the paper posits that inter-customer relations constitute the fundamental context for value creation of firms using the mediating technology. LISREL is used to test relationship-level, cross-sectional hypotheses that link knowledge of inter-customer relationships, added value, and customer commitment to bank services for small firms. This work extends Thompson's work on mediating technology with implications for organisation action by demonstrating that mediators' knowledge of inter-customer relationships is an important resource in intermediation. Three contributions are made to strategic management and organisation theory. First, the paper provides a deeper understanding of the relationship between knowledge and committed customers. Second, fundamental resources are developed for firms using mediating technology. Finally, the use of the situated knowledge concept is extended to inter-customer relations, thus explaining performance beyond the contexts to which the concept has previously been applied. The findings have implications for segmentation practices, organisation domain decisions and the corresponding organisational structures, and practices that can provide effective service to inter-customer relations rather than to atomistic independent customers. Journal: The Service Industries Journal Pages: 563-582 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411724 File-URL: http://hdl.handle.net/10.1080/02642060701411724 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:563-582 Template-Type: ReDIF-Article 1.0 Author-Name: Cathy Hart Author-X-Name-First: Cathy Author-X-Name-Last: Hart Author-Name: Andrew M. Farrell Author-X-Name-First: Andrew M. Author-X-Name-Last: Farrell Author-Name: Grazyna Stachow Author-X-Name-First: Grazyna Author-X-Name-Last: Stachow Author-Name: Gary Reed Author-X-Name-First: Gary Author-X-Name-Last: Reed Author-Name: John W. Cadogan Author-X-Name-First: John W. Author-X-Name-Last: Cadogan Title: Enjoyment of the Shopping Experience: Impact on Customers' Repatronage Intentions and Gender Influence Abstract: In this paper the authors investigate enjoyment of the shopping experience, its influence on consumers' intention to repatronise a regional shopping centre and the effect of gender differences on shopping enjoyment. Four dimensions of shopping enjoyment are proposed and a 16-item measure is developed to assess 536 consumer perceptions of the shopping experience across five counties in the United Kingdom. Findings indicate that shopping experience enjoyment has a significant positive influence upon customers' repatronage intentions. Furthermore, men are found to have a stronger relationship of enjoyment with repatronage than women. The implications of these results are discussed, together with managerial implications, study limitations, and future research directions. Journal: The Service Industries Journal Pages: 583-604 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411757 File-URL: http://hdl.handle.net/10.1080/02642060701411757 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:583-604 Template-Type: ReDIF-Article 1.0 Author-Name: J.D. Pratten Author-X-Name-First: J.D. Author-X-Name-Last: Pratten Title: Responsible Alcohol Service: Ethics and the Licensee Abstract: This article notes the problems experienced in the UK due to excessive alcohol consumption. It offers a brief analysis of the public house sector and then considers the ideal ethical approach of the licensed retailers. Their legal requirements are established, together with the expectations of society. Using an already published source and some similar prime research, the actual performances of the licensees are examined, so as to assess to what extent these ethical expectations are achieved. Suggestions are offered as to how the issues of alcohol service can be best addressed. Journal: The Service Industries Journal Pages: 605-616 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411765 File-URL: http://hdl.handle.net/10.1080/02642060701411765 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:605-616 Template-Type: ReDIF-Article 1.0 Author-Name: Ahmad Ismail Author-X-Name-First: Ahmad Author-X-Name-Last: Ismail Author-Name: Ian Davidson Author-X-Name-First: Ian Author-X-Name-Last: Davidson Title: The Determinants of Target Returns in European Bank Mergers Abstract: Announcement period abnormal returns for target banks are generally considered low compared to non-bank mergers. In this paper the factors that influence those returns in European bank mergers is examined. Sixty-seven deals from the EU, Norway and Switzerland are studied for which both targets and acquirers were listed companies (some of these being cross-border mergers and acquisitions), and find that European cross-border acquisitions tend to generate higher returns than national acquisitions. Cash deals and deals that are settled by a mix of cash, equity and loan notes create higher returns than equity transactions. It was also found that the target profitability and the relative asset growth rate have significant positive relation with the stock return. In addition, the significance of loan quality, the relative cost to income ratio and the ratio of loans to deposits, all point to the importance of efficiency in the European financial services industry. Journal: The Service Industries Journal Pages: 617-634 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411781 File-URL: http://hdl.handle.net/10.1080/02642060701411781 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:617-634 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Chow Yang Author-X-Name-First: Ching-Chow Author-X-Name-Last: Yang Title: A Systems Approach to Service Development in a Concurrent Engineering Environment Abstract: If a service organisation is to ensure continuous growth, long-term profitability, and ongoing competitiveness, it needs to develop new services to attract and satisfy customers. Service development is thus a key challenge for any service organisation. Such service development requires a continuous process that begins with an innovative idea and continues until the new service is introduced to the market. The process involves the planning of systems and processes, the allocation of resources, a process of quality design, the creation of prerequisites, and the ultimate realisation of the original idea. Quality is the most important prerequisite for satisfying customers and ensuring the competitiveness of a service organisation. To guarantee service quality, all phases of the service-development process must be optimised. The present paper develops a framework for a systems approach to service development in a concurrent engineering environment. The framework consists of several key design stages: (i) process design; (ii) quality design; (iii) production-management design; (iv) capacity design; (v) management design; and (vi) physical and technical design. These designs are integrated and conducted systematically in the implementation of the project to raise the overall performance of the new service. A case study is presented to illustrate the implementation process. The case study demonstrates that this integrated and systematic approach is a powerful and useful tool for new service development. Journal: The Service Industries Journal Pages: 635-652 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411807 File-URL: http://hdl.handle.net/10.1080/02642060701411807 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:635-652 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra-Navarro Author-X-Name-First: Juan Author-X-Name-Last: Gabriel Cegarra-Navarro Author-Name: Beatriz Rodrigo-Moya Author-X-Name-First: Beatriz Author-X-Name-Last: Rodrigo-Moya Title: Learning Culture as a Mediator of the Influence of an Individual's Knowledge on Market Orientation Abstract: The real power of organisational culture is manifested through its normative impact on the behaviour of individual members (e.g. salespeople). Organisational culture's influence on relationship development increases through the customer-oriented behaviour of salespeople. But, considering those future behaviours of salespeople implies internal processes such as reflection, intuition, or interpretation, something that makes the ‘individual's knowledge’ indispensable. This paper examines the relative importance and significance of these behaviours (i.e., automatic and conscious knowledge) on ‘learning culture’, and their effects on market orientation, through an empirical investigation of 269 Small Medium Enterprises (SMEs) in two sectors (the Spanish optometry sector and the Spanish telecommunications sector) using structural equation modelling validated by factor analysis. The conclusions indicate that these behaviours nourish the company's capacity (learning culture) to move from a given situation to the desired situation of market orientation. Journal: The Service Industries Journal Pages: 653-669 Issue: 5 Volume: 27 Year: 2007 Month: 7 X-DOI: 10.1080/02642060701411823 File-URL: http://hdl.handle.net/10.1080/02642060701411823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:5:p:653-669 Template-Type: ReDIF-Article 1.0 Author-Name: Chihyung Ok Author-X-Name-First: Chihyung Author-X-Name-Last: Ok Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Author-Name: Carol W. Shanklin Author-X-Name-First: Carol W. Author-X-Name-Last: Shanklin Title: Mixed Findings on the Service Recovery Paradox Abstract: The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired sample t-tests were employed to test recovery paradox and double deviation effects after selecting four groups of customers based on recovery satisfaction to take into account the if-condition in the definition of the service recovery paradox. Customers' post-recovery overall satisfaction could be higher than their initial overall satisfaction provided customers were highly satisfied with service recovery (recovery paradox). When customers are somewhat satisfied with recovery efforts, their initial overall satisfaction could be carried over after two transactional evaluations. Double deviation effects were obvious and consistent when customers were either highly dissatisfied or somewhat dissatisfied with service recovery. Journal: The Service Industries Journal Pages: 671-686 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453130 File-URL: http://hdl.handle.net/10.1080/02642060701453130 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:671-686 Template-Type: ReDIF-Article 1.0 Author-Name: Göran Bergendahl Author-X-Name-First: Göran Author-X-Name-Last: Bergendahl Author-Name: Ted Lindblom Author-X-Name-First: Ted Author-X-Name-Last: Lindblom Title: Pricing of Payment Services: A Comparative Analysis of Paper-based Banking and Electronic Banking Abstract: This paper aims at comparing paper-based banking and electronic banking in terms of cost-efficiency and pricing. The focus is primarily on giro payments made manually by mail and electronically via the Internet, but also by cash over the counter. The paper presents principles of efficient pricing in terms of production fees and capacity fees. It also demonstrates that the current pricing of payment services in Norway and Sweden is far away from these principles as production fees are set below marginal costs while capacity fees are in many cases above capacity costs. Such deviations may stimulate customers to an excess demand for electronic payments while paper-based payments will be depressed. Journal: The Service Industries Journal Pages: 687-707 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453148 File-URL: http://hdl.handle.net/10.1080/02642060701453148 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:687-707 Template-Type: ReDIF-Article 1.0 Author-Name: Farhad Shafti Author-X-Name-First: Farhad Author-X-Name-Last: Shafti Author-Name: Robert Van Der Meer Author-X-Name-First: Robert Author-X-Name-Last: Van Der Meer Author-Name: Terry Williams Author-X-Name-First: Terry Author-X-Name-Last: Williams Title: An Empirical Approach to Service Classification for Productivity Management Studies Abstract: This paper presents key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK. The research methodology was mainly empirical in nature: unlike other research in this area, appropriate service dimensions and consequent classification models were introduced only after analysing the relationship between a number of candidate dimensions and aspects of productivity management. Among the dimensions studied, Front/Back Value Added, Personnel Judgement and Product/Process Focus turned out to be suitable indicators for a range of aspects relating to productivity management in services. Journal: The Service Industries Journal Pages: 709-730 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453197 File-URL: http://hdl.handle.net/10.1080/02642060701453197 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:709-730 Template-Type: ReDIF-Article 1.0 Author-Name: P.A. Phillips Author-X-Name-First: P.A. Author-X-Name-Last: Phillips Title: The Balanced Scorecard and Strategic Control: A Hotel Case Study Analysis Abstract: Over the past decade, the literature has seen a proliferation in articles relating to the balanced scorecard, which has been motivated by managers' needs to develop a more balanced view of performance measurement. Despite global adoption by organisations in the private and public sector, the question of how the balanced scorecard could be used as a strategic control tool has rarely been directly discussed. Academic research has tended to have a strong predilection for studies assessing the balanced scorecard as a control tool utilising metrics to report various achievements of targets. A longitudinal case study approach is used over a three year period, which seeks to deepen understanding about the theoretical and practical aspects of the balanced scorecard as a strategic control tool. It is anticipated that this would illuminate the way in which the balanced scorecard has intertwined in the fabric of organisational life and how it positions itself in the wider social context in which it was embedded. The findings of the case study reveal that over-reliance on the successful achievement of balanced scorecard metrics without a focus on strategic control could lead to an organisation having to pursue an exit strategy for a profitable product. Journal: The Service Industries Journal Pages: 731-746 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453213 File-URL: http://hdl.handle.net/10.1080/02642060701453213 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:731-746 Template-Type: ReDIF-Article 1.0 Author-Name: Nigel Hemmington Author-X-Name-First: Nigel Author-X-Name-Last: Hemmington Title: From Service to Experience: Understanding and Defining the Hospitality Business Abstract: Failure adequately to define or understand hospitality as a commercial phenomenon has created a fragmented academic environment and a schizophrenia in the industry that has the potential to limit its development as a global industry. This article suggests that, by redefining hospitality as behaviour and experience, a new perspective emerges that has exciting implications for the management of hospitality businesses. A framework to describe hospitality in the commercial domain is proposed. This framework suggests a focus on the host--guest relationship, generosity, theatre and performance, ‘lots of little surprises’, and the security of strangers -- a focus that provides guests with experiences that are personal, memorable and add value to their lives. Journal: The Service Industries Journal Pages: 747-755 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453221 File-URL: http://hdl.handle.net/10.1080/02642060701453221 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:747-755 Template-Type: ReDIF-Article 1.0 Author-Name: Tomás F. Espino-Rodríguez Author-X-Name-First: Tomás F. Author-X-Name-Last: Espino-Rodríguez Author-Name: Antonia M. Gil-Padilla Author-X-Name-First: Antonia M. Author-X-Name-Last: Gil-Padilla Title: The Impact of Outsourcing Strategies on Information Systems Capabilities in the Hotel Industry Abstract: This work analyses the strategy of outsourcing information systems and information technology (IS/IT), considering the different activities comprising the IS/IT area. The literature on IS contains numerous works that analyse outsourcing, very few of which examine the relationship with the different types of capabilities in the IS/IT area and their strategic value. Most works centre on the motives for, and advantages of, the strategy of outsourcing the IS/IT area, while scant attention has been paid to the study of the long-term consequences of outsourcing. This work develops a theoretical model which is applied to the hotel sector and which shows that hotels following a more intensive outsourcing strategy develop fewer managerial capabilities related to knowledge in the management of IS/IT resources. This negative relationship extends to other types of capabilities typical of the area and to certain organisational capabilities. A negative relationship is also observed between the level of outsourcing and the strategic value given to the IS/IT area, which may lead to a lower potential for the development of competitive advantage. Journal: The Service Industries Journal Pages: 757-777 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453247 File-URL: http://hdl.handle.net/10.1080/02642060701453247 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:757-777 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Ching Chen Author-X-Name-First: Shu-Ching Author-X-Name-Last: Chen Author-Name: Pascale G. Quester Author-X-Name-First: Pascale G. Author-X-Name-Last: Quester Title: Implementation and Outcomes of Customer Value: A Dyadic Perspective Abstract: This study examines the concept of customer value based on the views shared by service firms and their consumers. Using qualitative and quantitative approaches, the study reveals customer satisfaction and retention as outcomes of front-line service employees' value delivery practices. Our results suggest that service employees' efforts to deliver customer value, even when based on a dyadic view, do not necessarily lead to customer retention. Rather, customers become more loyal when the value provided by service employees is matched by consumers' satisfaction. In other words, satisfaction is an important and necessary mediating variable between employees' efforts and customer retention. Journal: The Service Industries Journal Pages: 779-794 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453270 File-URL: http://hdl.handle.net/10.1080/02642060701453270 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:779-794 Template-Type: ReDIF-Article 1.0 Author-Name: Helena Alves Author-X-Name-First: Helena Author-X-Name-Last: Alves Author-Name: Mário Raposo Author-X-Name-First: Mário Author-X-Name-Last: Raposo Title: Student Satisfaction Index in Portuguese Public Higher Education Abstract: This study intends to measure student's satisfaction with Portuguese higher education, through the estimation of an explicative model of the student's opinion formation process. In terms of conclusions, it was verified that the student satisfaction index of Portuguese public higher education is only of 54 on a scale from 1 to 100. This value constitutes a reference mark that universities in Portugal can use to compare with their own performance. Journal: The Service Industries Journal Pages: 795-808 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453288 File-URL: http://hdl.handle.net/10.1080/02642060701453288 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:795-808 Template-Type: ReDIF-Article 1.0 Author-Name: Dev K. Boojihawon Author-X-Name-First: Dev K. Author-X-Name-Last: Boojihawon Title: Network Dynamics and the Internationalisation Process of Small Advertising Agencies Abstract: Process-based international strategy studies are few in the service sector, and even fewer in the case of professional services. This paper presents a qualitative study which examines international network dynamics, practices and processes of small advertising agencies (SMAs). Using case studies of four SMAs, a conceptual framework pertaining to their international evolution is examined, exploring how they moved from their initial triggers to internationalise, their early internationalisation phase and further internationalisation. In the main, the paper contributes towards unravelling how SMAs exploit their network relationships for international advantage. The findings show that while network structure and ties represent a valuable intangible resource for SMAs, they are also unique for each firm and change continuously with their evolving strategic priorities. In so doing, such ties have varying influence on the pace, pattern and direction of internationalisation. Relevant literatures on the manufacturing and service experiences of small firm internationalisation are drawn from and extended where appropriate. Journal: The Service Industries Journal Pages: 809-829 Issue: 6 Volume: 27 Year: 2007 Month: 9 X-DOI: 10.1080/02642060701453304 File-URL: http://hdl.handle.net/10.1080/02642060701453304 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:809-829 Template-Type: ReDIF-Article 1.0 Author-Name: David M. Brock Author-X-Name-First: David M. Author-X-Name-Last: Brock Author-Name: Eyal Yaniv Author-X-Name-First: Eyal Author-X-Name-Last: Yaniv Title: Knowledge is not Enough: Organisational Attention and Replication Strategies Abstract: The replication strategy -- sometimes called the ‘McDonald's strategy’ -- requires efficient transfer of massive amounts of knowledge to be successful. While it is generally agreed that knowledge is a crucial organisational resource, less is understood about how an organisation may use its knowledge for strategic success. We propose a model that uses ‘organisational attention’ as an explanatory factor of knowledge transfer and exploitation in chain-store organisations implementing a replication strategy. The proposed model examines the influence of organisational attention on exploiting knowledge as a strategic resource; and specifically on three indications of the success of the replication strategy, namely accuracy, uniformity, and distinctiveness. These three variables help us understand the nature of templates and the processes involved in transferring the explicit and tacit knowledge contained therein. Based on the model we then develop several research propositions, and conclude with some thoughts on implications and limitations of this work. Journal: The Service Industries Journal Pages: 831-847 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570461 File-URL: http://hdl.handle.net/10.1080/02642060701570461 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:831-847 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-I Teng Author-X-Name-First: Ching-I Author-X-Name-Last: Teng Author-Name: Kuei-Wen Huang Author-X-Name-First: Kuei-Wen Author-X-Name-Last: Huang Author-Name: I-Ling Tsai Author-X-Name-First: I-Ling Author-X-Name-Last: Tsai Title: Effects of Personality on Service Quality in Business Transactions Abstract: This study describes the relationships among a salesperson's personality, similarity in terms of personality between salesperson and purchase representative (rep), and service quality perceived by purchase reps. The following findings were obtained: (1) agreeableness of a salesperson was negatively related to the responsiveness perceived by purchase reps; (2) salesperson neuroticism was negatively related to purchase rep perceptions of assurance, empathy, and overall service quality; and (3) the similarity in extraversion between salesperson and purchase reps was negatively correlated with purchase rep perceptions of reliability, responsiveness, assurance, empathy, and overall service quality. Journal: The Service Industries Journal Pages: 849-863 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570495 File-URL: http://hdl.handle.net/10.1080/02642060701570495 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:849-863 Template-Type: ReDIF-Article 1.0 Author-Name: Jung-Hwan Kim Author-X-Name-First: Jung-Hwan Author-X-Name-Last: Kim Author-Name: Minjeong Kim Author-X-Name-First: Minjeong Author-X-Name-Last: Kim Author-Name: Jay Kandampully Author-X-Name-First: Jay Author-X-Name-Last: Kandampully Title: The Impact of Buying Environment Characteristics of Retail Websites Abstract: This article identifies the extent to which buying environment characteristics, which are not directly related to price or product information, are currently available on online apparel websites and whether e-tail stores which use high levels of buying environment characteristics on their websites have a beneficial association with financial performance. A content analysis of 96 online apparel websites was employed. The overall extent to which current online websites provide buying environment characteristics appears to be low and providing more information in relation to the five characteristics was positively related to company profitability. Journal: The Service Industries Journal Pages: 865-880 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570529 File-URL: http://hdl.handle.net/10.1080/02642060701570529 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:865-880 Template-Type: ReDIF-Article 1.0 Author-Name: Teodoro Luque-Martínez Author-X-Name-First: Teodoro Author-X-Name-Last: Luque-Martínez Author-Name: J. Alberto Castañeda-García Author-X-Name-First: J. Author-X-Name-Last: Alberto Castañeda-García Author-Name: Dolores Ma Frías-Jamilena Author-X-Name-First: Dolores Ma Author-X-Name-Last: Frías-Jamilena Author-Name: Francisco Muñoz-Leiva Author-X-Name-First: Francisco Author-X-Name-Last: Muñoz-Leiva Author-Name: Miguel A. Rodríguez-Molina Author-X-Name-First: Miguel A. Author-X-Name-Last: Rodríguez-Molina Title: Determinants of the Use of the Internet as a Tourist Information Source Abstract: The modelling of usage behaviour of New Information Technologies is of great utility to managers who need to evaluate the probability of success in the introduction of these technologies. The present study empirically contrasts the capacity of Davis's Technology Acceptance Model 1989 to help understand the determinants of the intention to use the Internet to search for holiday information. The findings show that the above theory does explain the intention to use the Internet on the part of the tourist, but it should be expanded to take account of the tourist's satisfaction with previous experiences of searching for holiday information. Journal: The Service Industries Journal Pages: 881-891 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570586 File-URL: http://hdl.handle.net/10.1080/02642060701570586 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:881-891 Template-Type: ReDIF-Article 1.0 Author-Name: Satu Nätti Author-X-Name-First: Satu Author-X-Name-Last: Nätti Author-Name: Johanna Still Author-X-Name-First: Johanna Author-X-Name-Last: Still Title: The Influence of Internal Communities of Practice on Customer Perceived Value in Professional Service Relationships Abstract: Effective customer-related knowledge transfer can be seen as the cornerstone of customer value creation in collaborative relationships between professional service organisations and their customers. Our intention in this paper is to describe how different work groups within organisations (communities of practice) influence the perceived customer value. We approach this phenomenon from a relationship management perspective and use literature from relationship marketing, organisation research and knowledge management as a theoretical basis. Empirically the paper is based on an information-rich explorative case study of a professional service organisation, operating in the consultancy and training business, and its relationship with one of its customers. Journal: The Service Industries Journal Pages: 893-905 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570644 File-URL: http://hdl.handle.net/10.1080/02642060701570644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:893-905 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Vázquez Author-X-Name-First: Luis Author-X-Name-Last: Vázquez Title: Proportion of Franchised Outlets and Franchise System Performance Abstract: This article explores how the proportion of franchised outlets in franchise systems influences two performance outcomes of these systems: the growth in sales per outlet and the proportion of outlets discontinued. It was found that franchise systems whose proportions of franchised outlets are misaligned according to agency theory show a higher proportion of outlets discontinued and lower growth in sales per outlet than their better aligned counterparts. Journal: The Service Industries Journal Pages: 907-921 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570685 File-URL: http://hdl.handle.net/10.1080/02642060701570685 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:907-921 Template-Type: ReDIF-Article 1.0 Author-Name: José M. Barrutia Author-X-Name-First: José M. Author-X-Name-Last: Barrutia Author-Name: Carmen Echebarria Author-X-Name-First: Carmen Author-X-Name-Last: Echebarria Title: A New Internet Driven Internationalisation Framework Abstract: This paper aims to offer a new Internet driven theoretical framework that explains how a successful internationalisation process may be developed and identifies the strategic dimensions that influence the key decisions in an interrelated, performance-associated way. The extant literature is examined in international marketing, international entrepreneurship and Internet marketing and a comprehensive strategic analysis is conducted of a successful individual services business: ING Direct. It is shown how strategic constructs and risk constructs drive the internationalisation process in an interrelated and performance-associated way. In the framework, the firm's target is to take advantage of an opportunity by obtaining a sustainable competitive advantage while attenuating international risk. Entry mode and country selection are strategic decisions interrelated mutually and with other strategic choices and with performance; this is why an analysis with <italic>ceteris paribus</italic> statements or episodic analysis may lead to the wrong conclusions. Journal: The Service Industries Journal Pages: 923-946 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570735 File-URL: http://hdl.handle.net/10.1080/02642060701570735 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:923-946 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Howcroft Author-X-Name-First: Barry Author-X-Name-Last: Howcroft Author-Name: Mark Durkin Author-X-Name-First: Mark Author-X-Name-Last: Durkin Author-Name: Gillian Armstrong Author-X-Name-First: Gillian Author-X-Name-Last: Armstrong Author-Name: Elaine Emerson Author-X-Name-First: Elaine Author-X-Name-Last: Emerson Title: Small Business--Bank Relationships and the Role of Internet Banking Abstract: In the aftermath of the Cruickshank Report (2000) and the Competition Commission's investigation (2002) into SME--bank relationships, this paper examines the current state of the small business--bank relationship and ascertains whether the Internet could be used to improve the quality of the relationship. It utilises a qualitative research method, which consisted of 24 interviews with small business owners and relationship managers in banks. The interviews, inter alia, address the following main research questions: what are the needs and expectations of small business owners from their relationships with banks? What do small businesses think about the overall quality of service provided by banks in the relationship context? What was the delivery preference of small businesses and banks in the relationship? What did small business owners and banks think had been the main effects of e-banking on relationship management. The paper incorporates a discussion of the main findings and makes pragmatic policy and practice recommendations based on the results. Journal: The Service Industries Journal Pages: 947-961 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570784 File-URL: http://hdl.handle.net/10.1080/02642060701570784 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:947-961 Template-Type: ReDIF-Article 1.0 Author-Name: Ogenyi Ejye Omar Author-X-Name-First: Ogenyi Author-X-Name-Last: Ejye Omar Author-Name: Nana Owusu-Frimpong Author-X-Name-First: Nana Author-X-Name-Last: Owusu-Frimpong Title: Life Insurance in Nigeria: An Application of the Theory of Reasoned Action to Consumers' Attitudes and Purchase Intention Abstract: This paper is concerned with consumers' attitudes towards purchase of life insurance in Nigeria. There is considerable unexploited potential for the life insurance market in Nigeria. However, due to lack of confidence based on continuous negative experiences, consumers tend not to buy. Data was gathered from 240 non-users of life insurance at Abuja, the federal capital city, using structured questionnaires based on the Theory of Reasoned Action; and questions were related to issues of non-consumption of life insurance. The findings show that increased level of consumer consciousness and lack of welfare benefits are encouraging growth factors for the life insurance market in Nigeria. Since the purchase intention towards life insurance is determined by normative factors, the recommendation is that the initial point of contact for marketing communications regarding the purchase of life insurance should be family and friends. Journal: The Service Industries Journal Pages: 963-976 Issue: 7 Volume: 27 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701570891 File-URL: http://hdl.handle.net/10.1080/02642060701570891 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:963-976 Template-Type: ReDIF-Article 1.0 Author-Name: Antonio García Tabuenca Author-X-Name-First: Antonio Author-X-Name-Last: García Tabuenca Author-Name: Fernando Coral Polanco Author-X-Name-First: Fernando Author-X-Name-Last: Coral Polanco Title: Growth and Productive Dynamism of Business Services: EU-15, Spain and the Region of Madrid Abstract: This study evaluates the structure and dynamism of business services in the Region of Madrid compared to the EU-15 countries. It focuses on the comparative analysis of productivity and its components, as well as a specific geographical and locational study of these services in the Region of Madrid. The sector productivity structure of countries and regions is similar. From this, it may be deduced that productivity units of the different countries, within the same branch, use fairly similar productivity methods and technologies. Through the analysis of the relative size of the different branches rendering business services, important discrepancies regarding processes of economic organisation between the regions studied may be deduced. Journal: The Service Industries Journal Pages: 977-990 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673588 File-URL: http://hdl.handle.net/10.1080/02642060701673588 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:977-990 Template-Type: ReDIF-Article 1.0 Author-Name: Michela Addis Author-X-Name-First: Michela Author-X-Name-Last: Addis Author-Name: Giulia Sala Author-X-Name-First: Giulia Author-X-Name-Last: Sala Title: Buying a Book as a Christmas Gift: Two Routes to Customer Immersion Abstract: Although services and retailing are usually regarded as relevant experiential contexts and investments in creating an experiential environment are growing, little consideration has been given to the investigation of the general consumption experiences and their emotions in retailing. By adopting an ethnographic approach to study the buying processes in two Italian bookstores -- a small traditional family-run bookshop and a large international chain store -- products that, by definition, are high in perceived complexity and symbolism, we present two distinct business models based on different processes of valorisation of purchasers' emotions. The two-path model towards customer immersion represents different strategies to involve consumers emotionally: one is based on increasing the positive emotional load, the other on decreasing the negative emotional load. Decisions about physical layout, display, services and sales assistance should follow consistently. Journal: The Service Industries Journal Pages: 991-1006 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673638 File-URL: http://hdl.handle.net/10.1080/02642060701673638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:991-1006 Template-Type: ReDIF-Article 1.0 Author-Name: Ofer Zwikael Author-X-Name-First: Ofer Author-X-Name-Last: Zwikael Author-Name: Shlomo Globerson Author-X-Name-First: Shlomo Author-X-Name-Last: Globerson Title: Quality Management: A Key Process in the Service Industries Abstract: Project management is a developing area in the service industry, as more unique and customer-tailored services are being developed. This paper presents a benchmarking research study, aimed at improving project planning capabilities in the service industry. Based on data collected from 275 project managers from several industries, including 79 from the service sector, project management strengths and weaknesses within the service industry were investigated. It was found that project managers from the service sector excel in cost and procurement planning processes, compared to project managers from other industries. On the other hand, project managers from the service sector achieve the worst score in quality management processes. Moreover, in the service industry quality management was found to have the most significant impact on project success. Hence, managers in the service sector would benefit from acquiring proper knowledge and techniques relating to quality management in the planning phase of projects. It was also found that the success level of projects performed in the service sector depends most on the qualifications of the project manager. A project manager in the service sector gets very little support from the organisation itself. Support processes should focus on the main weaknesses of the service industry, mainly ‘developing project management procedures’ and ‘increasing the extent of training of their project managers’. The paper presents and analyses strengths and weaknesses of the service industry in project planning and suggests a detailed roadmap for improvement. Journal: The Service Industries Journal Pages: 1007-1020 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673661 File-URL: http://hdl.handle.net/10.1080/02642060701673661 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1007-1020 Template-Type: ReDIF-Article 1.0 Author-Name: Riyad Eid Author-X-Name-First: Riyad Author-X-Name-Last: Eid Title: Towards a Successful CRM Implementation in Banks: An Integrated Model Abstract: In recent years, customer relationship management (CRM) has been the favoured theme for numerous studies and reports. Yet, there is a lack of systematic empirical evidence regarding the critical success factors (CSFs) for the CRM implementation, the activities that are affected by the use of the CRM programmes, and their consequent performance outcomes. In this article, we document the role of the CRM programmes in the banking sector and identify marketing activities that are affected by CRM usage. Taking a sample of 159 banks that utilise a CRM system, we found a substantial positive effect of the CRM usage on relationships effectiveness and marketing objectives. The results of this study have major implications for marketing people, as they suggest the notion that the CRM critical success factors should be implemented holistically rather than piecemeal to achieve the full potential of the CRM. The findings also stress the central role of customer services in the successful implementation of CRM programmes within banks. Journal: The Service Industries Journal Pages: 1021-1039 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673703 File-URL: http://hdl.handle.net/10.1080/02642060701673703 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1021-1039 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiang-Hsi Liu Author-X-Name-First: Hsiang-Hsi Author-X-Name-Last: Liu Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Author-Name: Lin-Yen Pai Author-X-Name-First: Lin-Yen Author-X-Name-Last: Pai Title: The Influence of Merger and Acquisition Activities on Corporate Performance in the Taiwanese Telecommunications Industry Abstract: This study attempts to make an empirical contribution to the understanding of corporate performance in the telecommunications industry. Data envelopment analysis (DEA) is performed to assess corporate performance for the telecommunications sector in Taiwan and the relationships between corporate performance and merger and acquisition (M&A) transactions. The empirical results reveal that M&A strategy does not seem to enhance corporate performance in the telecommunications industry, whilst an internal growth strategy does improve corporate performance. Journal: The Service Industries Journal Pages: 1041-1051 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673729 File-URL: http://hdl.handle.net/10.1080/02642060701673729 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1041-1051 Template-Type: ReDIF-Article 1.0 Author-Name: Juliet Cox Author-X-Name-First: Juliet Author-X-Name-Last: Cox Author-Name: Colin Mason Author-X-Name-First: Colin Author-X-Name-Last: Mason Title: Standardisation versus Adaptation: Geographical Pressures to Deviate from Franchise Formats Abstract: There is a tension in business format franchising between, on the one hand, standardisation and uniformity and, on the other hand, geographical variations in market conditions and resource availability. Previous research has demonstrated in the case of independent small firms that local geographical conditions influence business strategy. This paper examines whether variations in the local geographical environment, notably in terms of demand and supply side conditions, affect format implementation and whether franchisors permit franchisees to make local adaptations of the format in response to local environmental conditions. The study is based on interviews with 40 UK-based franchisors, all of whom were at the later stages of roll-out or in the consolidation stage of network development. Local variations in the business environment do create a conflict with the need to maintain the uniformity of the franchise format. Adaptation was restricted to peripheral format components. No changes were made to the core format components. Most franchisors recognise that their franchisees are an important source of innovation. However, implementation of franchisee ideas across the system is found in only a minority of cases. These findings link to the franchisee control--autonomy debate, confirming other studies which suggest that franchisees enjoy considerable operational autonomy. Journal: The Service Industries Journal Pages: 1053-1072 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673737 File-URL: http://hdl.handle.net/10.1080/02642060701673737 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1053-1072 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Min Kuo Author-X-Name-First: Chun-Min Author-X-Name-Last: Kuo Title: The Importance of Hotel Employee Service Attitude and the Satisfaction of International Tourists Abstract: Although there have been numerous studies dealing with service attitude and customer satisfaction, they have not specifically addressed international hotel customers. Moreover, most of them have discussed the subject from the viewpoint of the employee. This study takes a customer perception approach and emphasises critical factors (elements) of service attitude affecting the satisfaction of international tourists. It has been found that the importance of employee attitudes to service and the level of satisfaction with the service vary significantly among customers of different nationalities. For example, American travellers emphasise elements such as employees being able to solve their problems, and so are dissatisfied with the service when employees lack an adequate command of English. Taiwanese customers stress the importance of employees treating customers politely regardless of their attire. They feel that they are treated unfairly because of employee expectations of tips from well-dressed customers. These findings could furnish managers with useful information for planning marketing and personnel training. Journal: The Service Industries Journal Pages: 1073-1085 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673752 File-URL: http://hdl.handle.net/10.1080/02642060701673752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1073-1085 Template-Type: ReDIF-Article 1.0 Author-Name: David Martín Ruiz Author-X-Name-First: David Martín Author-X-Name-Last: Ruiz Author-Name: Carmen Barroso Castro Author-X-Name-First: Carmen Barroso Author-X-Name-Last: Castro Author-Name: Enrique Martín Armario Author-X-Name-First: Enrique Martín Author-X-Name-Last: Armario Title: Explaining Market Heterogeneity in Terms of Value Perceptions Abstract: In the past decade, companies and academics have become aware of the great benefits of creating value for customers. However, little empirical research has yet been conducted in the area of services with respect to how customers may differ in their perceptions of value and what variables can explain such differences. This article provides an insight into how three relationship-based contingencies are likely to explain market heterogeneity in customers' perceptions of value. In particular, we explore how special treatment of the customer by the service provider, the level of customer involvement with the service, and the customer's accumulated experience with a particular company may act as predictors of market heterogeneity in the customer's perceptions of value within a service setting. Results offer evidence for the important role of relationships and experience in a service context mainly characterised by standard encounters, and provide interesting managerial insights to tailor strategies that effectively respond to market heterogeneity. Journal: The Service Industries Journal Pages: 1087-1110 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673760 File-URL: http://hdl.handle.net/10.1080/02642060701673760 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1087-1110 Template-Type: ReDIF-Article 1.0 Author-Name: Hao-Chen Huang Author-X-Name-First: Hao-Chen Author-X-Name-Last: Huang Author-Name: Wenyi Chu Author-X-Name-First: Wenyi Author-X-Name-Last: Chu Author-Name: Wei-Kang Wang Author-X-Name-First: Wei-Kang Author-X-Name-Last: Wang Title: Strategic Performance Measurement and Value Drivers: Evidence from International Tourist Hotels in an Emerging Economy Abstract: In recent years, since the hospitality industry and the number of international tourist hotels have grown rapidly in China, the issue of how to assess the service quality and performance of hotels became more important than ever. This study developed an integrated theoretical model to investigate the influence of the balanced scorecard (BSC) on the hospitality industry in China, and to examine the relationships among the performance perspectives. Structural equation modelling (SEM) was used to empirically examine the model. In the first stage, the LISREL model was employed to investigate the causality and associations among the performance measures of the balanced scorecard. In the second stage, a number of tourist development strategies and the strategy map of BSC were introduced. Current balanced scorecard literature suggests that there should be a linkage between non-financial performance perspectives and financial performance measures. This paper examined the descriptive validity of the balanced scorecard as a causal model of measures of non-financial and financial performance. Journal: The Service Industries Journal Pages: 1111-1128 Issue: 8 Volume: 27 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701673778 File-URL: http://hdl.handle.net/10.1080/02642060701673778 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1111-1128 Template-Type: ReDIF-Article 1.0 Author-Name: Graham M. Winch Author-X-Name-First: Graham M. Author-X-Name-Last: Winch Title: Internationalisation strategies in business-to-business services: the case of architectural practice Abstract: The internationalisation of business-to-business service firms has received relatively little attention from researchers in international business, yet there has been a considerable expansion in the international activity of lawyers, accountants, management consultants, advertising firms, and design consultants over the last 30 years. This paper aims to help to redress that balance by exploring the experiences of British and French architectural practices as they internationalise. A case survey of 59 architectural practices working in international markets is reported, focusing on how they enter foreign markets, and then deliver on their commitments to their clients once they have entered those markets. Journal: The Service Industries Journal Pages: 1-13 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725347 File-URL: http://hdl.handle.net/10.1080/02642060701725347 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:1-13 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Ping Jeng Author-X-Name-First: Shih-Ping Author-X-Name-Last: Jeng Title: Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions Abstract: Cross-selling additional services to existing customers can increase their lifetime value. This article therefore investigates how corporate reputations, interpersonal relationships, and competing suppliers' marketing programmes affect customers' cross-buying intentions. The results, obtained from the life insurance industry in Taiwan, show that corporate reputations and interpersonal relationships between customers and salespersons contribute significantly to customers' cross-buying intentions, but corporate reputations can restrain customers from buying from a competing supplier more effectively than can interpersonal relationships. Finally, the article clarifies the perceptual differences between customers and service salespersons of the determinants of cross-buying. Journal: The Service Industries Journal Pages: 15-26 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725370 File-URL: http://hdl.handle.net/10.1080/02642060701725370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:15-26 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Angeles Montoro-Sánchez Author-X-Name-First: Maria Author-X-Name-Last: Angeles Montoro-Sánchez Author-Name: Francisco Mas-Verdu Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdu Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Soriano Title: Different ways of measuring performance in the service industries: application in Spanish small and medium-sized hotels Abstract: There is no suitable unit of analysis for explaining the profitability and competitiveness of the company, as typically pointed out in the debate between the disciplines of economics and management. After a study of the possible variables, we opted for those of minimum cost output and productivity, using these two measurements to analyse their application to Spanish hotels. The subsequent objective was to attempt to identify general strategies that could be applied to any SME within service industries. In situations where time and resources are not readily available to create action plans for each of the different types of SME, there is a need for incentives that can be applied to the creation of new business opportunities. The outcomes could be key for public administration and political policy makers in their effort to support businesses. Journal: The Service Industries Journal Pages: 27-36 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725396 File-URL: http://hdl.handle.net/10.1080/02642060701725396 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:27-36 Template-Type: ReDIF-Article 1.0 Author-Name: Wei-Jaw Deng Author-X-Name-First: Wei-Jaw Author-X-Name-Last: Deng Author-Name: Ying-Feng Kuo Author-X-Name-First: Ying-Feng Author-X-Name-Last: Kuo Author-Name: Wen-Chin Chen Author-X-Name-First: Wen-Chin Author-X-Name-Last: Chen Title: Revised importance--performance analysis: three-factor theory and benchmarking Abstract: Importance--performance analysis (IPA) is a simple and effective technique that can be applied to guide quality-based marketing strategies and can assist practitioners in prioritising attributes when enhancing service quality and customer satisfaction. As several studies have shown, the relationship between customer's perception of attribute performance and overall satisfaction is sometimes nonlinear. These findings make the application of IPA questionable. Furthermore, competition analysis is necessary for a firm's management to attain competitive advantage. Therefore, this study presents a revised IPA which integrates three-factor theory and benchmarking. An illustrative case demonstrates the revised IPA and identifies any shortcomings produced by applying the traditional IPA. Journal: The Service Industries Journal Pages: 37-51 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725412 File-URL: http://hdl.handle.net/10.1080/02642060701725412 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:37-51 Template-Type: ReDIF-Article 1.0 Author-Name: Elaine Ramsey Author-X-Name-First: Elaine Author-X-Name-Last: Ramsey Author-Name: Patrick Ibbotson Author-X-Name-First: Patrick Author-X-Name-Last: Ibbotson Author-Name: Patrick Mccole Author-X-Name-First: Patrick Author-X-Name-Last: Mccole Title: The mitigating effects of uncertainty on ‘e’ innovation propensity: some service sector evidence Abstract: This paper reports the findings of a study that sought to explore a range of technical, financial and social issues that the literature suggests influences e-innovation propensity. The research was conducted on a sample of knowledge-intensive business service SMEs in Northern Ireland, Republic of Ireland and New Zealand within a business-to-consumer context. Qualitative methodologies (in-depth interviews and projective techniques) were employed to investigate the research problem. The findings highlight a number of specific issues that call into question the value of an e-business strategy, such as uncertainties surrounding knowledge acquisition, disintermediation effects and sustainability of an e-business. These issues continue to negate e-innovation propensity. The paper proposes practical suggestions to alleviate the mitigating effects of uncertainty that are impacting on e-innovation propensity. The conclusions derived from this research, along with the modelling of the uncertainty factors extend existing knowledge and also set the precedent for further empirical research in other country and industry settings. Journal: The Service Industries Journal Pages: 53-72 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725438 File-URL: http://hdl.handle.net/10.1080/02642060701725438 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:53-72 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Sheng Chang Author-X-Name-First: Hong-Sheng Author-X-Name-Last: Chang Title: Increasing hotel customer value through service quality cues in Taiwan Abstract: The purpose of this paper is to elucidate how service quality cues and customer value are related, and explores the internal composition of this relationship. Samples were collected using a questionnaire, which had assessed the quality of the researcher's measurement efforts by investigating reliability and validity. Functional value is found to be affected mainly by reliable cues and accuracy of service quality, whereas conditional value is influenced by responsiveness of service quality. Furthermore, emotional value is found to be affected mainly by empathy of service quality, whereas social value is influenced by tangible cues of service quality. Finally, epistemic value is affected by responsiveness service quality. For future research, other external cues may influence perception of customer value with extrinsic information should be discussed. In practice, hotel managers can hone the relevant cues and optimise investments to raise service quality. Finally, this study provides a new shape of ‘structural’ relationships among five service quality cues and five types of customer value. Journal: The Service Industries Journal Pages: 73-84 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725537 File-URL: http://hdl.handle.net/10.1080/02642060701725537 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:73-84 Template-Type: ReDIF-Article 1.0 Author-Name: Wendelien Van Eerde Author-X-Name-First: Wendelien Author-X-Name-Last: Van Eerde Author-Name: Paul Peper Author-X-Name-First: Paul Author-X-Name-Last: Peper Title: Deviant service behaviour: coming soon to a theatre near you? Abstract: Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually all employees reported some DSB, but overall the frequency of incidence was low. Younger employees and those who had a negative attitude towards management reported it more frequently. Gender; education; full-time study; tenure; contract hours; location; and attitudes towards the company or co-workers were not related to DSB. Journal: The Service Industries Journal Pages: 85-93 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725594 File-URL: http://hdl.handle.net/10.1080/02642060701725594 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:85-93 Template-Type: ReDIF-Article 1.0 Author-Name: Pei Chao Author-X-Name-First: Pei Author-X-Name-Last: Chao Title: Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis Abstract: Customer loyalty has emerged as a strategic imperative for most firms. Many studies conducted in different industries have empirically proven that the overall perception of service quality is one of the essential factors to establish customer loyalty. The value of these empirical findings per se has been questioned because of the derivative information for lack of specificity and diagnostic usefulness to managers. Moreover, extant literature has signified the nature of the relationship between service quality and customer behavior to be disparate. These purported disparities may result from prior research on the basis of global-level analysis. Thus, this study is intended to examine the nature (including main, curvilinear and moderation) of the relationships between service quality and customer loyalty at the service-attribute level. Service quality is conceptualised in terms of four service attributes: personnel, operational, physical and merchandise. Customer loyalty consists of two behavioural indicators: visiting frequency and amount spent per visiting. The research sample was drawn from the customer database of a large wholesalers located at the metropolitan area of Kaohsiung in Taiwan. Regression analyses were performed to analyse the hypotheses under study. Most empirical results have confirmed evidence available in the extant literature and highlighted the complex nature of the quality--loyalty relationship. By implication, these disparate relationships identified in prior global-level studies may coexist when the basis of research analysis was on the attribute level. The research findings derived from the attribute-level analysis, we believe, may provide important information to both academics and practitioners. Journal: The Service Industries Journal Pages: 95-116 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725610 File-URL: http://hdl.handle.net/10.1080/02642060701725610 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:95-116 Template-Type: ReDIF-Article 1.0 Author-Name: Prem Shamdasani Author-X-Name-First: Prem Author-X-Name-Last: Shamdasani Author-Name: Avinandan Mukherjee Author-X-Name-First: Avinandan Author-X-Name-Last: Mukherjee Author-Name: Neeru Malhotra Author-X-Name-First: Neeru Author-X-Name-Last: Malhotra Title: Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies Abstract: Advances in technology coupled with increasing labour costs have caused service firms to explore self-service delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of technology-based self-service options. By integrating and extending the self-service quality framework the service evaluation model and the Technology Acceptance Model the authors address this emerging issue by empirically testing a comprehensive model that captures the antecedents and consequences of perceived service quality to predict continued customer interaction in the technology-based self-service context of Internet banking. Important service evaluation constructs like perceived risk, perceived value and perceived satisfaction are modelled in this framework. The results show that perceived control has the strongest influence on service quality evaluations. Perceived speed of delivery, reliability and enjoyment also have a significant impact on service quality perceptions. The study also found that even though perceived service quality, perceived risk and satisfaction are important predictors of continued interaction, perceived customer value plays a pivotal role in influencing continued interaction. Journal: The Service Industries Journal Pages: 117-138 Issue: 1 Volume: 28 Year: 2008 Month: 1 X-DOI: 10.1080/02642060701725669 File-URL: http://hdl.handle.net/10.1080/02642060701725669 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:117-138 Template-Type: ReDIF-Article 1.0 Author-Name: Crispen Chipunza Author-X-Name-First: Crispen Author-X-Name-Last: Chipunza Title: A comparison of perceptions of loyalty between bank tellers and internal customer groups in a retail bank in South Africa Abstract: This study compares perceptions between bank tellers and three categories of customers (stayers, satisfied switchers and dissatisfied switchers) with respect to loyalty towards a retail bank in South Africa. One hundred bank tellers and 300 customers participated in the study. A questionnaire containing seven items, developed by Dick and Basu (1994) to measure loyalty of employees and customers towards an organization, was used to collect data from both the bank tellers and customers. Results indicated a significant effect of category on loyalty as well as significant differences in perceptions of loyalty towards the bank between bank tellers and each of the three identified internal customer groups. Implications for the bank are discussed in light of the results. Journal: The Service Industries Journal Pages: 139-149 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842118 File-URL: http://hdl.handle.net/10.1080/02642060701842118 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:139-149 Template-Type: ReDIF-Article 1.0 Author-Name: Elaine Wallace Author-X-Name-First: Elaine Author-X-Name-Last: Wallace Author-Name: Leslie de Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: de Chernatony Title: Classifying, identifying and managing the service brand saboteur Abstract: This paper explores the management of brand saboteurs. The literature emphasises the role of the employee in delivering a service brand, and advocates the cultivation of brand ambassadors. Yet there exist saboteurs, employees who work against the brand, and there is a dearth of literature exploring this group. Through 20 in-depth interviews with mangers in the Irish banking and grocery sectors, the researchers identify three types of sabotage: deviance, underperformance, and service failure. A framework for identifying potential saboteurs is presented, together with methods to manage these employees. Notably, the paper identifies the criticality of saboteur management in a ‘job for life’ environment. Journal: The Service Industries Journal Pages: 151-165 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842159 File-URL: http://hdl.handle.net/10.1080/02642060701842159 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:151-165 Template-Type: ReDIF-Article 1.0 Author-Name: Nadia Tzschentke Author-X-Name-First: Nadia Author-X-Name-Last: Tzschentke Author-Name: David Kirk Author-X-Name-First: David Author-X-Name-Last: Kirk Author-Name: Paul Lynch Author-X-Name-First: Paul Author-X-Name-Last: Lynch Title: Ahead of their time? Barriers to action in green tourism firms Abstract: This paper presents findings from a qualitative research investigation into tourism firms and the environment. It focuses on the factors preventing a sample of small environmentally accredited businesses from undertaking further action. Attitudinal, financial and operational factors are identified. It argues that in order to encourage businesses to undertake environmentally responsible practices the conditions in which they operate must be favourable; these include adequate support and infrastructure. Crucial, however, is addressing widespread scepticism towards environmental alternatives in both the public and operators, so as to make ‘going green’ commercially viable. Journal: The Service Industries Journal Pages: 167-178 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842175 File-URL: http://hdl.handle.net/10.1080/02642060701842175 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:167-178 Template-Type: ReDIF-Article 1.0 Author-Name: Mária Tajtáková Author-X-Name-First: Mária Author-X-Name-Last: Tajtáková Author-Name: Daniel Arias-Aranda Author-X-Name-First: Daniel Author-X-Name-Last: Arias-Aranda Title: Targeting university students in audience development strategies for opera and ballet Abstract: In this paper, an analysis of the attitudes of university students towards opera and ballet is made under the framework of audience development strategies for the performing arts. By studying the main motivations, interests, attendance, barriers and expectation, a basis for the development of an appropriate marketing strategy is provided. The most important motives of opera and ballet goers were identified as a desire to experience a live performance, particular interest in seeing a particular piece and general interest in a determined genre. Ex ante expectations related to performances are emotions, the atmosphere of the event and broadening personal scope in culture. Journal: The Service Industries Journal Pages: 179-191 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842191 File-URL: http://hdl.handle.net/10.1080/02642060701842191 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:179-191 Template-Type: ReDIF-Article 1.0 Author-Name: Chiung-Ju Liang Author-X-Name-First: Chiung-Ju Author-X-Name-Last: Liang Author-Name: Wen-Hung Wang Author-X-Name-First: Wen-Hung Author-X-Name-Last: Wang Title: How managers in the financial services industry ensure financial performance Abstract: With the wide prevalence of the balanced scorecard, this study develops and empirically tests a model examining the relations between the customer perspective (relationship bonding tactics, perceived relationship investment, customer satisfaction, trust, commitment and customer behavioural loyalty) and the financial perspective (financial performance). A cross-departmental study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. The results show that the customer perspective does have positively significant effects on financial performance, as proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). In addition, the findings suggest that customers purchase financial services according to their perceived relationship to investment retailers, with corresponding bonding tactics, which results in different levels of customer satisfaction and behavioural sequences, and is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance. Journal: The Service Industries Journal Pages: 193-210 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842258 File-URL: http://hdl.handle.net/10.1080/02642060701842258 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:193-210 Template-Type: ReDIF-Article 1.0 Author-Name: Amanda Beatson Author-X-Name-First: Amanda Author-X-Name-Last: Beatson Author-Name: Ian Lings Author-X-Name-First: Ian Author-X-Name-Last: Lings Author-Name: Siegfried Gudergan Author-X-Name-First: Siegfried Author-X-Name-Last: Gudergan Title: Employee behaviour and relationship quality: impact on customers Abstract: This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers' positive behavioural intentions, perceived switching costs and activism as the consequences is explored. Survey data from 728 travellers are used, employing structural equations modelling to test this conceptualisation. It is found that service orientation affects relationship satisfaction and trust, and that the latter influences satisfaction and commitment. In turn, satisfaction, trust and commitment have a positive impact on positive behavioural intentions, trust has a negative impact on activism, and commitment a positive one on perceived switching costs. The implications of this conceptual and empirical understanding of relationship quality are discussed and directions for future research presented. Journal: The Service Industries Journal Pages: 211-223 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842282 File-URL: http://hdl.handle.net/10.1080/02642060701842282 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:211-223 Template-Type: ReDIF-Article 1.0 Author-Name: Catherine L. Wang Author-X-Name-First: Catherine L. Author-X-Name-Last: Wang Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: International franchise partner selection and chain performance through the lens of organisational learning Abstract: This study aims to investigate how international franchisors engage in exploratory and exploitative learning in the partner selection process and the implications for chain performance. Based on an embedded case study of a leading international hotel organisation, the findings reveal that the franchisor attempted a balanced learning approach in response to challenges caused by high cultural distance in international markets. However, the ‘crowd-out’ effect of exploration and exploitation created a ‘tension’: exploration emphasising adaptation to local needs dominated the partner identification stage in country markets, whilst exploitation stressing standardisation and efficiencies dominated the partner decision-making stage at division. As a result, a consistent brand image came at the cost of very cautious international expansion. Journal: The Service Industries Journal Pages: 225-238 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842290 File-URL: http://hdl.handle.net/10.1080/02642060701842290 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:225-238 Template-Type: ReDIF-Article 1.0 Author-Name: Leo Huang Author-X-Name-First: Leo Author-X-Name-Last: Huang Title: Exploring the determinants of E-loyalty among travel agencies Abstract: This study aims to explore and empirically build up an e-loyalty model for the burgeoning e-service of Taiwan's travel agencies. Mailed data and data collected in personal from multiple sources is used for helping to identify the determinants of e-loyalty between Taiwan's wholesaler and retailer travel agencies. Several statistical techniques, including confirmatory factor analysis, correlation analysis, and a linear structural relationship (LISREL) are used, and a structural equation is implemented to test the e-loyalty model. The results indicate that Taiwan's wholesaler travel agencies might consider e-quality as well as trust as the most important antecedents to e-loyalty, whereas loyalty results in the increased transaction intentions of retailers. No related studies so far have analysed or tried to discern the cause-and-effect relationship between e-loyalty and transaction intention for travel agencies. This paper also proposes an optimal e-loyalty model that matches the essential development needs of B2B commerce transaction. Finally, the model herein illustrates how wholesalers can realise e-commerce strategic goals by acquiring the e-loyalty of retailer travel agencies. Journal: The Service Industries Journal Pages: 239-254 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701842316 File-URL: http://hdl.handle.net/10.1080/02642060701842316 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:239-254 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin Hsin Chang Author-X-Name-First: Hsin Hsin Author-X-Name-Last: Chang Author-Name: I. Chen Wang Author-X-Name-First: I. Author-X-Name-Last: Chen Wang Title: The relationship between network structure and international channel performance: a moderating effect of E-business activity Abstract: This study is an investigation of international marketing channel modes, relationship with an export company's network of business, e-business activity, and marketing channel performance. An initial case study of three international enterprises was followed up with a questionnaire survey based on a model derived from the literature and the results of the case organisations. The main influences identified from the questionnaire survey were local market conditions and the level of cooperation between channel members. The main differences detected among the network's structural relationships resulted from differing degrees of centralisation. Different channel modes resulted in different degrees of mutual trust, centralisation, profitability, and formality in the relationship between an enterprise and its overseas contacts. The level of electronic business activity was positively related to the level of cooperation with channel partners and to the sales performance of the channel. Journal: The Service Industries Journal Pages: 255-274 Issue: 2 Volume: 28 Year: 2008 Month: 3 X-DOI: 10.1080/02642060701843595 File-URL: http://hdl.handle.net/10.1080/02642060701843595 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:255-274 Template-Type: ReDIF-Article 1.0 Author-Name: Marie-Christine Monnoyer Author-X-Name-First: Marie-Christine Author-X-Name-Last: Monnoyer Title: Introduction Abstract: The European research network on services and space (RESER) is a network of over 20 research groups and individuals active in services research and policy formulation located in 13 European countries. The network was established in 1988 on the understanding that service occupations and industries were under-researched, especially in relation to their importance in the employment structures of developed market economies. At that time in 1988, very few researchers were involved in the conceptualisation (theoretical and empirical) of the role played by business service activities in regional or local growth. Members of the network have their roots in a variety of disciplines -- economics, business studies, geography, sociology, psychology, political sciences and planning. Most are based in universities, but some work for private firms, as researchers or consultants. Over the last few years, service research has been transformed. It is no longer considered as a novel research undertaken by academics who were considered to be somewhat misguided in no longer accepting the dominance of manufacturing industry. Services approaches have become mainstream in the social science literature whilst at the same time many service specialists no longer identify with the term ‘services’. Journal: The Service Industries Journal Pages: 275-276 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856100 File-URL: http://hdl.handle.net/10.1080/02642060701856100 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:275-276 Template-Type: ReDIF-Article 1.0 Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Author-Name: Andreja Jaklič Author-X-Name-First: Andreja Author-X-Name-Last: Jaklič Title: Transition, regulation and trade in services Abstract: Market-oriented reforms launched at the beginning of the 1990s have had a profound impact on the restructuring of the service sector in transition economies. Reforms have introduced complex regulatory changes that substantially diminished the barriers to competition in services, thereby improving the supply of services. The article explores the patterns and effects of regulatory changes in the Central and Eastern European Countries (CEECs) on services exports in the period 1993--2004. The econometric analysis finds a statistically significant impact of the regulatory reforms on service exports. The effects are more significant for the period 1999--2004 and seem to suggest that efficient implementation of reforms during the accession process had beneficial consequences also for service exports. However, there is enough room for the CEECs to dismantle further the obstacles to services provision and to improve the governance of the service markets within the internal market for services. Journal: The Service Industries Journal Pages: 277-290 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856126 File-URL: http://hdl.handle.net/10.1080/02642060701856126 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:277-290 Template-Type: ReDIF-Article 1.0 Author-Name: Hugues Jennequin Author-X-Name-First: Hugues Author-X-Name-Last: Jennequin Title: The evolution of the geographical concentration of tertiary sector activities in Europe Abstract: The purpose of this article is to measure the concentration of tertiary activities in Europe. Usually, these sectors are depicted as ‘invisible goods’ by international economics theories. However, the expansion of the tertiary sector in developed economies, liberalisation and an increasing number of studies argue that services have a serious influence upon the economy, most notably in the field of economic geography. This study measures the concentration of tertiary sector activities, breaking this field down into 21 distinct sectors. This research shows that Knowledge Intensive Business Services are highly concentrated, and are becoming even more so. This result points towards the desirability of explicitly including these activities in New Economic Geography models. Journal: The Service Industries Journal Pages: 291-306 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856142 File-URL: http://hdl.handle.net/10.1080/02642060701856142 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:291-306 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Author-Name: Grete Rusten Author-X-Name-First: Grete Author-X-Name-Last: Rusten Title: Transnational corporations and spatial divisions of ‘service’ expertise as a competitive strategy: the example of 3M and Boeing Abstract: Production processes are becoming increasingly more complicated as firms develop corporate strategies that are designed to increase profitability or capture market share. The focus of this article is on manufacturing companies (3M and Boeing) and on understanding the social organisation of production and the ways in which firms manipulate spatial divisions of expertise (service inputs) as well as labour (manufacturing inputs). This distinction recognises that there are important differences between production and non-production tasks. The 3M case examines the firm's global labour market by exploring the geographies of its transnational or foreign service employees. The Boeing case examines the design and manufacture of the 787 and the development by Boeing of a new complex spatial division of expertise. Journal: The Service Industries Journal Pages: 307-323 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856340 File-URL: http://hdl.handle.net/10.1080/02642060701856340 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:307-323 Template-Type: ReDIF-Article 1.0 Author-Name: Mercedes Rodríguez Author-X-Name-First: Mercedes Author-X-Name-Last: Rodríguez Author-Name: José A. Camacho Author-X-Name-First: José A. Author-X-Name-Last: Camacho Title: The geography of public services employment in Europe: concentration or dispersion? Abstract: It is widely known that the location of public services generates, directly and indirectly, important economic effects. The objective of this article is to examine the spatial distribution of employment in public services in 124 European regions in order to detect the existence of some pattern of spatial location. To do so we employ various exploratory spatial analysis techniques, such as the calculation of the Moran's I and the Geary's C statistics. The results obtained highlight the existence of remarkable differences among the European regions, and more concretely between the Scandinavian and the Mediterranean regions, differences that deserve further study. Journal: The Service Industries Journal Pages: 325-335 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856183 File-URL: http://hdl.handle.net/10.1080/02642060701856183 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:325-335 Template-Type: ReDIF-Article 1.0 Author-Name: Andrés Maroto Author-X-Name-First: Andrés Author-X-Name-Last: Maroto Author-Name: Luis Rubalcaba Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Title: Services productivity revisited Abstract: This paper revisits the recent debate and evidence on productivity in services. Firstly, it discusses the main works analysing developments and impacts of services productivity in growth and overall productivity. Secondly, new data is presented concerning Baumol's ‘cost disease’ and the recent evolution of services productivity growth by main service branches. Decomposition of trends and cycles is also addressed to capture structural trends in isolation. Results confirm the continuing validity of such disease at aggregate level to a certain extent, but different subsectors show uneven patterns. Nevertheless, other complementary approaches and further research are needed to capture in a more comprehensive way the new developments and impacts of services productivity. Journal: The Service Industries Journal Pages: 337-353 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856209 File-URL: http://hdl.handle.net/10.1080/02642060701856209 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:337-353 Template-Type: ReDIF-Article 1.0 Author-Name: Madeleine Andreff Author-X-Name-First: Madeleine Author-X-Name-Last: Andreff Author-Name: Laurence Bancel-Charensol Author-X-Name-First: Laurence Author-X-Name-Last: Bancel-Charensol Author-Name: Alain Dessertaine Author-X-Name-First: Alain Author-X-Name-Last: Dessertaine Title: Controlling the driving and road safety training sector through the driving test success rate? Abstract: The driving training sector in France is subjected to an increasing interest from the French government. The regulator notably wonders about the performance of the training given by services companies. He plans to use more widely the driving test success rate indicator by enterprise to guide the public action. This article explores how the driving examination rate depends on a set of socio-economic variables. With a factor analysis and an analysis of variance and a CART method, we highlight that the companies' success rate depends more on the characteristics of the regional demand than to their inner characteristics in terms of provision and supply. We can thus deduce that the control through this indicator proves to be ineffective and that it is necessary to appeal to a more multidimensional definition of the performance of the companies of this sector. Journal: The Service Industries Journal Pages: 355-373 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856233 File-URL: http://hdl.handle.net/10.1080/02642060701856233 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:355-373 Template-Type: ReDIF-Article 1.0 Author-Name: William B. Beyers Author-X-Name-First: William B. Author-X-Name-Last: Beyers Title: Cultural and recreational industries in the United States Abstract: This article focuses on cultural and recreational industries in the United States. Cultural industries are defined as arts, entertainment, and recreation, as well as components of education, the information sector, wholesaling and retailing, manufacturing (for example, musical instruments), and accommodation and food services. Consumption patterns of cultural industries are shown to have changed significantly over the past 40 years in the United States. This change has been associated in part with changing information technologies, and in part by changes in policies permitting new types of recreation, especially gambling. The study documents the changing level of employment in these industries by state, using data for both employers and proprietors. Some sectors are highly concentrated spatially, while others are distributed widely. Journal: The Service Industries Journal Pages: 375-391 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856266 File-URL: http://hdl.handle.net/10.1080/02642060701856266 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:375-391 Template-Type: ReDIF-Article 1.0 Author-Name: P. Costa Author-X-Name-First: P. Author-X-Name-Last: Costa Author-Name: M. Magalhães Author-X-Name-First: M. Author-X-Name-Last: Magalhães Author-Name: B. Vasconcelos Author-X-Name-First: B. Author-X-Name-Last: Vasconcelos Author-Name: G. Sugahara Author-X-Name-First: G. Author-X-Name-Last: Sugahara Title: On ‘creative cities’ governance models: a comparative approach Abstract: The implementation of ‘creative cities’ projects all over the world in recent years has been characterised by a great diversity of institutional frameworks and governance mechanisms.  Departing from the contemporary debates on ‘creative industries’ and ‘creative cities’, this article aims to discuss this diversity of regulatory mechanisms and forms of governance. Some tentative typologies of case studies and governance mechanisms are drawn in order to improve the understanding of those dynamics, to build up knowledge on suitable ‘creative cities’ governance models, and to develop ideas to support a strategy for public intervention in the Portuguese case. Journal: The Service Industries Journal Pages: 393-413 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856282 File-URL: http://hdl.handle.net/10.1080/02642060701856282 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:393-413 Template-Type: ReDIF-Article 1.0 Author-Name: Liisa Marttila Author-X-Name-First: Liisa Author-X-Name-Last: Marttila Author-Name: Anu Lyytinen Author-X-Name-First: Anu Author-X-Name-Last: Lyytinen Author-Name: Mika Kautonen Author-X-Name-First: Mika Author-X-Name-Last: Kautonen Title: Finnish polytechnics as providers of knowledge-intensive services Abstract: Polytechnics are newcomers in companies' regional innovation environments in Finland. Particularly in regions with no university of their own or with only few knowledge-intensive business services (KIBS) providers, they may become, and in some cases already are, important providers of science-and-technology-related services. The aim of this article is to analyse the roles, possibilities and challenges of polytechnics as public KIBS providers. Also, the position of polytechnics as a tool of Finnish innovation policy will be discussed. Journal: The Service Industries Journal Pages: 415-427 Issue: 3 Volume: 28 Year: 2008 Month: 4 X-DOI: 10.1080/02642060701856316 File-URL: http://hdl.handle.net/10.1080/02642060701856316 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:3:p:415-427 Template-Type: ReDIF-Article 1.0 Author-Name: Jen-Te Yang Author-X-Name-First: Jen-Te Author-X-Name-Last: Yang Title: Effect of newcomer socialisation on organisational commitment, job satisfaction, and turnover intention in the hotel industry Abstract: The academic literature features organisational socialisation as playing a crucial role in the early stages of newcomer employment. During this assimilation stage, newcomers adapt to a new workplace more effectively if socialisation is encouraged. It has been found that socialisation minimises the negative effects of unmet expectations on overall organisational effectiveness, including employee turnover -- an issue that has become a considerable problem for many hotels. Extending this logic, this study aims to understand socialisation by specifically assessing whether turnover is determined by employees' beliefs about job satisfaction and individual commitment to an organisation and the hotel profession in general. The study of 428 respondents from 61 international tourist hotels in Taiwan implies that social interaction enables organisations to gain, from an increase in commitment to the organisation, job satisfaction and a decrease in newcomers' intent to leave the hotel profession. Two major contributions to the existing literature result (a) commitment to the organisation plays a dominant role in employee turnover intent and (b) job satisfaction is a powerful method of reinforcing individual commitment to the organisation. Journal: The Service Industries Journal Pages: 429-443 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917430 File-URL: http://hdl.handle.net/10.1080/02642060801917430 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:429-443 Template-Type: ReDIF-Article 1.0 Author-Name: Jorge M. Oliveira-Castro Author-X-Name-First: Jorge M. Author-X-Name-Last: Oliveira-Castro Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Author-Name: Victoria K. James Author-X-Name-First: Victoria K. Author-X-Name-Last: James Author-Name: Roberta H.B.F. Pohl Author-X-Name-First: Roberta H.B.F. Author-X-Name-Last: Pohl Author-Name: Moema B. Dias Author-X-Name-First: Moema B. Author-X-Name-Last: Dias Author-Name: Shing W. Chang Author-X-Name-First: Shing W. Author-X-Name-Last: Chang Title: Consumer-based brand equity and brand performance Abstract: The relation between consumer-based brand equity and brand performance was investigated across 15 product categories in Brazil and the UK. Brand equity was conceptualized as related to the level of social benefit offered by each brand and was measured with a simple questionnaire that asked consumers to rate brands with respect to their familiarity and quality levels. These measures were then related to brand market share and revenue. Results showed that the relation between consumer-based brand equity and brand performance varies across product categories, indicating that products differ with respect to their level of brandability and suggesting ways to measure it. Journal: The Service Industries Journal Pages: 445-461 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917554 File-URL: http://hdl.handle.net/10.1080/02642060801917554 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:445-461 Template-Type: ReDIF-Article 1.0 Author-Name: Karl-Johan Lundquist Author-X-Name-First: Karl-Johan Author-X-Name-Last: Lundquist Author-Name: Lars-Olof Olander Author-X-Name-First: Lars-Olof Author-X-Name-Last: Olander Author-Name: Martin Svensson Henning Author-X-Name-First: Martin Svensson Author-X-Name-Last: Henning Title: Producer services: growth and roles in long-term economic development Abstract: This paper deals with the varying roles of producer services in economic transformation during the last 30 years in Sweden, and analyses unique longitudinal data on eight service sectors. The theoretical background for the analysis is inspired by the technology shift thesis of economic historians, and we show that the renewal and transformation of producer services has taken place later than for the manufacturing sector. The importance of producer services in national growth increased enormously towards the end of the period, but we also note that this growth has been accompanied by a divergence in growth between service sectors. Journal: The Service Industries Journal Pages: 463-477 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917588 File-URL: http://hdl.handle.net/10.1080/02642060801917588 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:463-477 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Author-Name: Chyanlong Jan Author-X-Name-First: Chyanlong Author-X-Name-Last: Jan Author-Name: Da-Bai Shen Author-X-Name-First: Da-Bai Author-X-Name-Last: Shen Author-Name: Pen-Chun Wang Author-X-Name-First: Pen-Chun Author-X-Name-Last: Wang Title: Efficiency and capital adequacy in Taiwan banking: BCC and super-DEA estimation Abstract: In this study the researchers adopt two DEA methods -- Banker-Charnes-Cooper and Super Efficiency -- to investigate whether a bank's technical efficiency is significantly different when capital adequacy (risk) is specified compared with when capital adequacy (risk) is not specified. The information is obtained from 46 Taiwanese banks for the period 2000 to 2002. The Malmquist total factor productivity (TFP) index is employed to measure the impact of productivity change on the panel data. The empirical results from the DEA approach are summarized as follows: (1) Capital adequacy is proven to be an influential factor in evaluating the efficiency of banks. (2) The average efficiency scores of banks with high capital adequacy (>8%) are significantly higher than those of banks with lower capital adequacy (>8%). (3) The efficiency scores of banks with high risk capital requirement (above the average) are higher than those of banks with lower risk capital requirement (under the average). (4) Banks with both high capital adequacy and high risk capital requirement are superior in performance than all the other banks, while banks with both low capital adequacy and low-risk capital requirement performance are the worst by contrast. (5) Based on the Malmquist total TFP index, we find that bank productivity has not increased. Journal: The Service Industries Journal Pages: 479-496 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917604 File-URL: http://hdl.handle.net/10.1080/02642060801917604 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:479-496 Template-Type: ReDIF-Article 1.0 Author-Name: Concepción Varela-Neira Author-X-Name-First: Concepción Author-X-Name-Last: Varela-Neira Author-Name: Rodolfo Vázquez-Casielles Author-X-Name-First: Rodolfo Author-X-Name-Last: Vázquez-Casielles Author-Name: Víctor Iglesias-Argüelles Author-X-Name-First: Víctor Author-X-Name-Last: Iglesias-Argüelles Title: The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context Abstract: The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations. Journal: The Service Industries Journal Pages: 497-512 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917612 File-URL: http://hdl.handle.net/10.1080/02642060801917612 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:497-512 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Sheng Chang Author-X-Name-First: Hong-Sheng Author-X-Name-Last: Chang Author-Name: Han-Liang Hsiao Author-X-Name-First: Han-Liang Author-X-Name-Last: Hsiao Title: Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry Abstract: This study elucidates the causal relationships between service recovery, perceived justice, perceived risk, and customer value. Data were collected by questionnaires validated for reliability and validity. The findings were as follows: perceived justice is positively affected by service recovery, whereas perceived risk is negatively affected by perceived justice. Furthermore, perceived risk is directly and negatively affected by service recovery; perceived risk is also indirectly influenced by service recovery through perceived justice. Finally, customer value is affected by perceived risk. However, customer value is not directly related to perceived justice; customer value was found to be indirectly affected by perceived justice through perceived risk. Therefore, the path of this casual relationship is ‘service recovery, perceived justice, perceived risk then customer value’. Future studies may explore the influence of internal factors or dimensions of the forgoing variables on perceptions of customer value. In practice, hotel managers can refine the relevant service recovery approach and optimize financial investment to increase customer value. Journal: The Service Industries Journal Pages: 513-528 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917646 File-URL: http://hdl.handle.net/10.1080/02642060801917646 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:513-528 Template-Type: ReDIF-Article 1.0 Author-Name: Jui-Kou Shang Author-X-Name-First: Jui-Kou Author-X-Name-Last: Shang Author-Name: Wei-Ting Hung Author-X-Name-First: Wei-Ting Author-X-Name-Last: Hung Author-Name: Chang-Fang Lo Author-X-Name-First: Chang-Fang Author-X-Name-Last: Lo Author-Name: Fei-Ching Wang Author-X-Name-First: Fei-Ching Author-X-Name-Last: Wang Title: Ecommerce and hotel performance: three-stage DEA analysis Abstract: This paper is the first to apply the three-stage data envelopment analysis procedure to analyze the impact of ecommerce on hotel performance. After purging the effects of exogenous factors, this study found that there are no significant differences in efficiency owing to different ecommerce adoption status. In other words, ecommerce adoption is not the main determinant of the efficiency of international tourist hotels in Taiwan. Journal: The Service Industries Journal Pages: 529-540 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917679 File-URL: http://hdl.handle.net/10.1080/02642060801917679 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:529-540 Template-Type: ReDIF-Article 1.0 Author-Name: Arménio Rego Author-X-Name-First: Arménio Author-X-Name-Last: Rego Author-Name: Miguel Pina E. Cunha Author-X-Name-First: Miguel Pina E. Author-X-Name-Last: Cunha Title: Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies Abstract: The study relates six dimensions of organisational citizenship behaviours (OCB) at the branch level with several indicators of the effectiveness of 38 branches of two insurance companies. Results suggest that the branches where employees display more OCB are the most effective. These findings are discussed in the context of a scarcity of empirical studies on the topic, despite researchers' assumption that OCB enhances team and organisational effectiveness. Journal: The Service Industries Journal Pages: 541-554 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917695 File-URL: http://hdl.handle.net/10.1080/02642060801917695 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:541-554 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Ping Jeng Author-X-Name-First: Shih-Ping Author-X-Name-Last: Jeng Title: Effects of marketing and relationship variables on service intermediaries' promotional program participation Abstract: Many service companies sell services through independent intermediaries. Using the Taiwanese life insurance industry as a research context, the author investigates the influence of a life insurance company's marketing (product attractiveness and financial incentives) and relationship (interpersonal relationships and bargaining costs) variables on banks' participation in its promotional program. Both marketing and relationship variables significantly affect the bank's participation, though the marketing variables are more important determinants of participation. Product attractiveness dominates all other factors. Finally, these variables have independent rather than contingent effects on the bank's decisions. Journal: The Service Industries Journal Pages: 555-565 Issue: 4 Volume: 28 Year: 2008 Month: 5 X-DOI: 10.1080/02642060801917703 File-URL: http://hdl.handle.net/10.1080/02642060801917703 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:4:p:555-565 Template-Type: ReDIF-Article 1.0 Author-Name: Sumit K. Kundu Author-X-Name-First: Sumit K. Author-X-Name-Last: Kundu Author-Name: Vikas Kumar Author-X-Name-First: Vikas Author-X-Name-Last: Kumar Author-Name: Susan D. Peters Author-X-Name-First: Susan D. Author-X-Name-Last: Peters Title: Impact of ownership and location factors on service multinationals' internalisation Abstract: Foreign direct investment in the service sector has been gaining importance in the past decade as more countries transform themselves into post-industrialised economies. The transition from a centrally planned economy to market-based economy has generated a surge of foreign direct investment from industrialised countries to Central and Eastern European Countries. This paper examines the impact of ownership and location factors on the extent of internalisation for service multinationals seeking to enter into the Czech Republic, Hungary, and Poland, as these countries launch their economies towards increased privatisation, deregulation, and liberalisation. Using foreign direct investment data of 76 firms during 1990--2000, we find significant support for our main hypotheses. Journal: The Service Industries Journal Pages: 567-580 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988068 File-URL: http://hdl.handle.net/10.1080/02642060801988068 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:567-580 Template-Type: ReDIF-Article 1.0 Author-Name: Chian-Son Yu Author-X-Name-First: Chian-Son Author-X-Name-Last: Yu Title: Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan Abstract: This study investigates the assessment and differentiation of the quality of online banking services. A hypothesis is developed, followed by the presentation of a methodology that combines a service quality measurement model and an importance--performance matrix to help banks differentiate service quality and thus effectively increase the satisfaction of existing customers (old customers). Competitive features among banks are also incorporated to lure potential customers (new customers). Following a cross-bank empirical testing, four theoretical and four business implications are presented. Since online banking is an Internet-based service, the empirical finding of this study may also apply to other Internet-based services. Journal: The Service Industries Journal Pages: 581-602 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988092 File-URL: http://hdl.handle.net/10.1080/02642060801988092 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:581-602 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel I. Prajogo Author-X-Name-First: Daniel I. Author-X-Name-Last: Prajogo Title: The sustainability of ISO 9001 in a legal service organisation Abstract: This paper examines the sustainability and the changes experienced by a legal service organisation in the implementation of ISO 9001 in terms of reasons, benefits, and key success factors over an 8-year time interval. This exploratory study employs qualitative methods using a single case study approach. Data were collected through two phases of interviews, 1996 and 2004, with the same quality manager in the legal service organisation. Both interviews were based on a similar set of structured questions derived from the previous studies. Pattern matching was used to analyse and compare the 1996 and the 2004 findings. Three major findings are identified in this study. First, the internal reasons for implementing ISO 9001 are sustained, whereas the external reasons are diminished. Second, the benefits are mainly internal rather than external, and these are sustainable over time. Third, top management commitment and staff involvement are shown to be the critical factors of both the implementation and the maintenance of ISO 9001. The results contribute to a better understanding of the benefits of ISO 9001 as well as the level of commitment required to sustain these benefits. The results also show the learning process taken up by firms in better understanding the value of ISO 9001 implementation over time. Journal: The Service Industries Journal Pages: 603-614 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988118 File-URL: http://hdl.handle.net/10.1080/02642060801988118 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:603-614 Template-Type: ReDIF-Article 1.0 Author-Name: A. Sargeant Author-X-Name-First: A. Author-X-Name-Last: Sargeant Author-Name: J. Hudson Author-X-Name-First: J. Author-X-Name-Last: Hudson Author-Name: D. C. West Author-X-Name-First: D. C. Author-X-Name-Last: West Title: Conceptualizing brand values in the charity sector: the relationship between sector, cause and organization Abstract: Charity brands have been found to assist income generation by enhancing donor understanding of an organization and what it stands for. Despite an increasing interest in this topic few studies have addressed the dimensions of such brands and sought to explore the link (if any) with donor behaviour. In this paper, we focus on the personality traits of non-profit brands and begin by exploring how these may be structured. Reporting the findings of a series of nine focus groups, we conclude that dimensions of personality apply at the sector, causal and organizational levels and that the perception of specific categories of trait may be linked to individual giving behaviour. Journal: The Service Industries Journal Pages: 615-632 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988142 File-URL: http://hdl.handle.net/10.1080/02642060801988142 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:615-632 Template-Type: ReDIF-Article 1.0 Author-Name: Leo Huang Author-X-Name-First: Leo Author-X-Name-Last: Huang Title: Bed and breakfast industry adopting e-commerce strategies in e-service Abstract: This study aims to explore and empirically build a model for the burgeoning bed and breakfast (B&B) industry adopting e-commerce strategies in e-service. According to this research, Taiwanese B&B operators consider two resource advantages, four competitive advantages, and two performance advantages of e-commerce strategies. Resource advantage also has positive effects on competitive advantage. Both have positive effects on performance advantage. The paper proposes an optimal e-commerce strategic model and uses a longitudinal analysis method and three-stage design to survey data, which are analyzed by descriptive statistics, factor analysis, and linear structural relations so as to investigate the structural equation model in fitting B&Bs' adoption of an e-commerce strategy model. These new methods and contributions provide an in-depth understanding of the B&B industry adopting e-commerce strategies in e-service, and can advise and help B&B operators to survive through e-commerce strategies. Finally, this research proposes an optimal e-commerce strategic model for the B&B industry and presents the management implications of this study. Journal: The Service Industries Journal Pages: 633-648 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988159 File-URL: http://hdl.handle.net/10.1080/02642060801988159 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:633-648 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Ching Chiao Author-X-Name-First: Yu-Ching Author-X-Name-Last: Chiao Author-Name: Ya-Kang Chiu Author-X-Name-First: Ya-Kang Author-X-Name-Last: Chiu Author-Name: Jyh-Liang Guan Author-X-Name-First: Jyh-Liang Author-X-Name-Last: Guan Title: Does the length of a customer--provider relationship really matter? Abstract: This study examines both a moderator and a mediator of perceived service quality and payment equity as they relate to customer loyalty in the banking industry. Through the moderating factor, the length of the customer--bank relationship, this study builds a conceptual framework for distinguishing between transactional- and relationship-oriented customers and provides an empirical analysis by using structural equation modelling. The empirical findings of this study, the result of the examination of 610 banking customers, showed that different lengths of the customer--bank relationship form loyalty from different variables and from a different path. For transactional-oriented customers, loyalty was built through the achievement of overall customer satisfaction; whereas for relationship-oriented customers, loyalty was built through the establishment of trust. Suggestions and limitations based on the finding are also discussed. Journal: The Service Industries Journal Pages: 649-667 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988191 File-URL: http://hdl.handle.net/10.1080/02642060801988191 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:649-667 Template-Type: ReDIF-Article 1.0 Author-Name: Monica Law Author-X-Name-First: Monica Author-X-Name-Last: Law Title: Customer referral management: the implications of social networks Abstract: This study suggests that trust -- credibility and benevolence -- is the key element in the process of customer referral management. Along with tie strength and shared value, the proposed referral model was tested with life-insurance buyers. The results indicated that the first step for salespeople to gain more referrals and to develop closer relational strength is the development of higher levels of benevolence. Conversely, salespeople emphasise establishing mutual value, thereby building more ability-based trust, which is not as effective in obtaining more referrals. The study findings will be useful to companies to develop different types of relationship marketing programmes. Journal: The Service Industries Journal Pages: 669-683 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988209 File-URL: http://hdl.handle.net/10.1080/02642060801988209 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:669-683 Template-Type: ReDIF-Article 1.0 Author-Name: Sven Kuenzel Author-X-Name-First: Sven Author-X-Name-Last: Kuenzel Author-Name: Ewa Krolikowska Author-X-Name-First: Ewa Author-X-Name-Last: Krolikowska Title: The effect of bonds on loyalty towards auditors: the mediating role of commitment Abstract: The study examines the impact of knowledge and social bonds on commitment and behavioural loyalty in auditor--client relationships. A model is proposed and tested using data collected from stock exchange company executives in the UK. The results show the significant effects of the knowledge and social bonds on commitment. Commitment is shown to be a mediating variable, which influences word-of-mouth and continuance but not the purchase of non-audit services. In the light of these findings, suggestions are provided to auditors in developing relationship bonds and managing the relationship at the firm level. Journal: The Service Industries Journal Pages: 685-700 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988233 File-URL: http://hdl.handle.net/10.1080/02642060801988233 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:685-700 Template-Type: ReDIF-Article 1.0 Author-Name: Soo Y. Kim Author-X-Name-First: Soo Y. Author-X-Name-Last: Kim Title: Hotel management contract: impact on performance in the Korean hotel sector Abstract: This study investigates the influence of hotel management contract on the performance of super-deluxe hotels in Korea and identifies how the 1996--1997 tourism recessions affected the relationship between management contract and the performance of the hotels. The Mann--Whitney <italic>U</italic> test, stepwise logistic regression, and multivariate analysis of variance statistical analyses indicate that management contract is positively related to the performance of the hotels, and the 1996--1997 tourism recessions caused the management contract--performance link to vary. From the industry application perspective, this study provides hotel owners with empirical information relating to: (1) a means to assess the performance of hotels under management contract and (2) a decision rule to apply an appropriately matched operating arrangement to an environmental state for maximum performance. The results obtained present an invaluable analysis tool for all owners involved in charting a hotel's future. Journal: The Service Industries Journal Pages: 701-718 Issue: 5 Volume: 28 Year: 2008 Month: 6 X-DOI: 10.1080/02642060801988332 File-URL: http://hdl.handle.net/10.1080/02642060801988332 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:701-718 Template-Type: ReDIF-Article 1.0 Author-Name: Lawrence F. Cunningham Author-X-Name-First: Lawrence F. Author-X-Name-Last: Cunningham Author-Name: Clifford E. Young Author-X-Name-First: Clifford E. Author-X-Name-Last: Young Author-Name: James H. Gerlach Author-X-Name-First: James H. Author-X-Name-Last: Gerlach Title: Consumer views of self-service technologies Abstract: This study examined how customers perceived and classified a set of 12 self-service technologies (SSTs) based on multidimensional scaling. The authors describe first, how the classifications developed by Lovelock are perceived by consumers and then, how the individual SSTs map onto those classifications. Results of the study show that 67% of the variance in classification is explained by two dimensions of customization/standardization and separability/inseparability. The authors also propose a typology for the SSTs based on their groupings in the classification framework. The authors discuss the managerial implications of the findings and suggest directions for future academic research. Journal: The Service Industries Journal Pages: 719-732 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801988522 File-URL: http://hdl.handle.net/10.1080/02642060801988522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:719-732 Template-Type: ReDIF-Article 1.0 Author-Name: Jorge M. Oliveira-Castro Author-X-Name-First: Jorge M. Author-X-Name-Last: Oliveira-Castro Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Author-Name: Victoria K. James Author-X-Name-First: Victoria K. Author-X-Name-Last: James Title: Individual differences in price responsiveness within and across food brands Abstract: Various researchers have reported that in routine grocery shopping the quantity consumers buy varies little across shopping occasions. Even in the presence of promotions, the largest part of promotional sales peaks has been attributed to brand switching. Recent investigations, however, indicated that the quantity consumers buy may include complex intra- and inter-consumer and intra- and inter-brand choice patterns. Using panel data from more than 1500 British consumers purchasing four food products during 52 weeks, the present study examined whether such complex patterns occur and assessed their relative contribution to overall quantity elasticity. Results showed that consumers buy larger quantities when paying lower prices, both within and across brands, and that consumers who buy larger quantities tend to pay lower prices, both within and across brands. The results also indicated that intra-brand price variations, especially those associated with consumers switching across package sizes, account for the largest portion of changes in quantity. Methodological differences might explain discrepancies among previous findings such as the duration of the sample used, the number of brands examined, and the conceptualization of a brand as including or excluding different package sizes. Journal: The Service Industries Journal Pages: 733-753 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801988605 File-URL: http://hdl.handle.net/10.1080/02642060801988605 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:733-753 Template-Type: ReDIF-Article 1.0 Author-Name: Miao-Que Lin Author-X-Name-First: Miao-Que Author-X-Name-Last: Lin Author-Name: Li-Shia Huang Author-X-Name-First: Li-Shia Author-X-Name-Last: Huang Author-Name: Yi-Fang Chiang Author-X-Name-First: Yi-Fang Author-X-Name-Last: Chiang Title: The moderating effects of gender roles on service emotional contagion Abstract: This study attempts to examine how service personnel's appearances, attitudes, and behaviours affect customers' emotions and thus their satisfaction and loyalty; it also considers gender roles an important moderator, in that customers with different gender roles may detect and feel differently when they are exposed to personnel's appearances, attitudes, and behaviours. Empirical data were collected from customers in clothing shops in Taiwan. The results suggest that customers with androgynous role more sensitive to the emotional contagion process. Managerial implications and future research directions are also discussed. Journal: The Service Industries Journal Pages: 755-767 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801988852 File-URL: http://hdl.handle.net/10.1080/02642060801988852 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:755-767 Template-Type: ReDIF-Article 1.0 Author-Name: Chiung-Ju Liang Author-X-Name-First: Chiung-Ju Author-X-Name-Last: Liang Author-Name: Hui-Ju Chen Author-X-Name-First: Hui-Ju Author-X-Name-Last: Chen Author-Name: Wen-Hung Wang Author-X-Name-First: Wen-Hung Author-X-Name-Last: Wang Title: Does online relationship marketing enhance customer retention and cross-buying? Abstract: One characteristic of online consumer behavior is the low cost of searching for alternatives. Therefore, customer loyalty is more difficult to achieve in the online context than in the offline one. Although studies have discussed the effectiveness of relationship marketing, nearly all studies examining such constructs have been in the context of ‘offline’ consumer behavior. With regard to the ‘online’ context, the integration of Internet technology with the customer loyalty concept is rarely discussed in the relationship marketing literature. Furthermore, empirical research that integrates the actual purchase behavior of customer retention and cross-buying is relatively sparse. In response to this, the current study develops and empirically tests a model that examines the relations among relationship-bonding tactics, perceived relationship investment, perceived relationship quality, customer loyalty, customer retention, and cross-buying. Using survey data from 766 online customers of a securities corporation, the results demonstrate the effectiveness of relationship marketing as it positively influences online customers' perception, then their loyalty, and ultimately, their actual purchase behavior. Journal: The Service Industries Journal Pages: 769-787 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801988910 File-URL: http://hdl.handle.net/10.1080/02642060801988910 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:769-787 Template-Type: ReDIF-Article 1.0 Author-Name: Charles Howden Author-X-Name-First: Charles Author-X-Name-Last: Howden Author-Name: Andrew D. Pressey Author-X-Name-First: Andrew D. Author-X-Name-Last: Pressey Title: Customer value creation in professional service relationships: the case of credence goods Abstract: Understanding the sources of customer value in buyer--supplier relationships is viewed as a competitive priority and a key component in a firm's long-term survival. This said, however, research examining relationship value is still at a formative stage. This is particularly the case for professional services -- which are often characterised by their credence qualities being high in both information asymmetry and perceived risk, and often requiring the provider to determine the needs of the customer -- where research exploring customer value is non-existent. This study examines the dimensions of customer value in professional services relationships with credence qualities (commercial insurance) through in-depth interviews with organisational buyers and front-line staff conducted in two separate studies. Six dimensions of customer value are identified and implications for theory and practice are offered. Journal: The Service Industries Journal Pages: 789-812 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801990361 File-URL: http://hdl.handle.net/10.1080/02642060801990361 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:789-812 Template-Type: ReDIF-Article 1.0 Author-Name: Wenyi Chu Author-X-Name-First: Wenyi Author-X-Name-Last: Chu Author-Name: Chien-Nan Chen Author-X-Name-First: Chien-Nan Author-X-Name-Last: Chen Author-Name: Chuang-Hung Wang Author-X-Name-First: Chuang-Hung Author-X-Name-Last: Wang Title: The market share--profitability relationships in the securities industry Abstract: The market share--profitability relationships have been one of the most widely studied subjects in the management literature. Although it has long been argued that firms with high market shares are usually with high profitability, debates and disagreements exist mainly due to sampling, definitional, and measurement problems in existing studies. To avoid several biases often made in prior studies, this paper re-examined the market share--profitability relationships by using firms in a highly homogeneous and fragmented industry, the securities industry, as the research sample. The empirical results indicate that, in the securities industry, market share and the growth of market share are positively associated with firm profitability. Findings of this paper reaffirm the conventional wisdom of the relationships between market share and profitability. Journal: The Service Industries Journal Pages: 813-826 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801990379 File-URL: http://hdl.handle.net/10.1080/02642060801990379 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:813-826 Template-Type: ReDIF-Article 1.0 Author-Name: César Camisón Author-X-Name-First: César Author-X-Name-Last: Camisón Title: Learning for environmental adaptation and knowledge-intensive services: the role of public networks for SMEs Abstract: Small and medium-sized firms are suffering increasing pressure related to environmental adaptation because they cannot create the required technological and organizational competences and there is not a sufficient and appropriate supply of advanced business services for green management in their surroundings. Research results illustrate the usefulness of a cooperative platform based on information technologies, with public support, in providing knowledge-intensive services correcting the inefficiency of the environmental consultancy market and its failure to provide public goods. This research also establishes a relationship between the operation of a reticular model and firm environmental learning by illustrating the improvements in environmental and economic performance that the dissemination and absorption of knowledge can create. We are focusing our attention on an environmental website developed by a Spanish regional network, a project in which good green practices come through virtual inter-organizational cooperation. Empirical analysis is based on the study of the network case and a survey of 348 partner firms over a period of 4 years (2002--2005). An analysis of quantitative and qualitative information tested the validity of the measurements and results with data triangulation. Journal: The Service Industries Journal Pages: 827-844 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801990395 File-URL: http://hdl.handle.net/10.1080/02642060801990395 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:827-844 Template-Type: ReDIF-Article 1.0 Author-Name: Elena P. Antonacopoulou Author-X-Name-First: Elena P. Author-X-Name-Last: Antonacopoulou Author-Name: Efrosyni Konstantinou Author-X-Name-First: Efrosyni Author-X-Name-Last: Konstantinou Title: The New Service Model: a review, a critique and a way forward Abstract: The paper contributes to the debate on the New Service Model by focusing on the theoretical and practical implications that it calls for. The discussion seeks to take stock of the development of the idea of product-service integration, which is central to this New Service Paradigm, and provides a review and critique of the key principles that underpin this new business model. It is argued that if the New Service Model is to have longevity and deliver its promise of enhancing organisational growth, then it is critical to develop a strong theoretical account and an equally strong appreciation of the practical implications. Journal: The Service Industries Journal Pages: 845-860 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801990403 File-URL: http://hdl.handle.net/10.1080/02642060801990403 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:845-860 Template-Type: ReDIF-Article 1.0 Author-Name: Stewart Johnstone Author-X-Name-First: Stewart Author-X-Name-Last: Johnstone Author-Name: Andrew Dainty Author-X-Name-First: Andrew Author-X-Name-Last: Dainty Author-Name: Adrian Wilkinson Author-X-Name-First: Adrian Author-X-Name-Last: Wilkinson Title: In search of ‘product-service’: evidence from aerospace, construction, and engineering Abstract: It has been argued that integrating tangible products with complementary through-life services into a high-value ‘product-service’ (P-S) solution is increasingly central to the business strategies of traditional ‘product-dominant’ organisations. This paper explores P-S strategies in three leading organisations in the aerospace, construction, and engineering industries. Specifically, the paper explores the meaning of P-S in each organisation, the rationale for P-S provision, as well as the distinctive manifestations and characteristics of P-S offerings. The paper highlights the complexities of concurrently enacting different strategies for P-S integration across different business streams. These appear disconnected from the nostrums and overly simplistic models which pervade the current solutions discourse. Journal: The Service Industries Journal Pages: 861-875 Issue: 6 Volume: 28 Year: 2008 Month: 7 X-DOI: 10.1080/02642060801990429 File-URL: http://hdl.handle.net/10.1080/02642060801990429 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:861-875 Template-Type: ReDIF-Article 1.0 Author-Name: Salvador Roig Dobón Author-X-Name-First: Salvador Roig Author-X-Name-Last: Dobón Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Exploring alternative approaches in service industries: the role of entrepreneurship Journal: The Service Industries Journal Pages: 877-882 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846879 File-URL: http://hdl.handle.net/10.1080/02642060701846879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:877-882 Template-Type: ReDIF-Article 1.0 Author-Name: Linda B. Samuels Author-X-Name-First: Linda B. Author-X-Name-Last: Samuels Author-Name: Maheshkumar P. Joshi Author-X-Name-First: Maheshkumar P. Author-X-Name-Last: Joshi Author-Name: Yvonne Demory Author-X-Name-First: Yvonne Author-X-Name-Last: Demory Title: Entrepreneurial failure and discrimination: lessons for small service firms Abstract: This paper draws lessons from a case decided by the USA Supreme Court, wherein the firm failure was perceived by the minority entrepreneur as an outcome of racial discrimination. Implications of this case are significant because the failure rate of minority-owned US businesses has been consistently higher than the average failure rate of US business. We argue that the impact of discrimination by a customer is greater for small service firms. Through the Domino's Pizza case, we assert that issues relating to equal employment, inter-company contracting and choice of business organisation must be managed by the owner of a service firm. Journal: The Service Industries Journal Pages: 883-897 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701882098 File-URL: http://hdl.handle.net/10.1080/02642060701882098 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:883-897 Template-Type: ReDIF-Article 1.0 Author-Name: Eleanor Shaw Author-X-Name-First: Eleanor Author-X-Name-Last: Shaw Author-Name: Wing Lam Author-X-Name-First: Wing Author-X-Name-Last: Lam Author-Name: Sara Carter Author-X-Name-First: Sara Author-X-Name-Last: Carter Title: The role of entrepreneurial capital in building service reputation Abstract: This paper uses theories of capital to discuss the impact of non-financial capital on small service firm reputation and performance. As the success of service firms is predicated on the ability to develop relationships and build reputation with key stakeholders, theories of capital provide a relevant conceptual framework for exploring the use of non-financial capital in building such relationships. Drawing on findings from a qualitative study, this paper discusses the economic, human, social, and symbolic capital of a matched-pairs sample of male and female entrepreneurs in the business services sector. The results highlight a relationship between symbolic capital and service reputation. Specifically, the interplay between economic, human, and social capital generates the symbolic capital relevant for service reputation and firm performance. Journal: The Service Industries Journal Pages: 899-917 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846820 File-URL: http://hdl.handle.net/10.1080/02642060701846820 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:899-917 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Eser Altinay Author-X-Name-First: Eser Author-X-Name-Last: Altinay Author-Name: Judie Gannon Author-X-Name-First: Judie Author-X-Name-Last: Gannon Title: Exploring the relationship between the human resource management practices and growth in small service firms Abstract: This paper seeks to evaluate the relationship between the growth and the human resource management (HRM) practices of small service firms in catering to professional services and the retailing sectors in the UK. The paper reports and analyses the findings of 196 face-to-face structured interviews with small service business owners. Findings suggest that employee empowerment contributes to the sales growth of small firms in the different sectors of the service industry. The study also shows that employee training and recruitment through formal channels contribute to the sales growth of firms operating in the catering sector. This paper argues that contextual variables -- the extent of the competition and the availability of the workforce -- have a bearing on the HRM practices employed by small service businesses. Journal: The Service Industries Journal Pages: 919-937 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846804 File-URL: http://hdl.handle.net/10.1080/02642060701846804 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:919-937 Template-Type: ReDIF-Article 1.0 Author-Name: Itxaso del-Palacio Author-X-Name-First: Itxaso Author-X-Name-Last: del-Palacio Author-Name: Francesc Sole Author-X-Name-First: Francesc Author-X-Name-Last: Sole Author-Name: Joan Manuel Batista-Foguet Author-X-Name-First: Joan Manuel Author-X-Name-Last: Batista-Foguet Title: University entrepreneurship centres as service businesses Abstract: In recent years, many universities have created entrepreneurship centres which offer a set of services to students, educators and professionals in order to promote entrepreneurial attitudes. The first part of this work focuses on describing a university entrepreneurship programme as a service business. The second part summarises the results of the empirical study, based on the Student Evaluation of Educational Quality (SEEQ) questionnaire administered to 106 students at the Technical University of Catalonia in Spain who attended the entrepreneurship courses offered by the Innova Programme entrepreneurship centre. Journal: The Service Industries Journal Pages: 939-951 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846812 File-URL: http://hdl.handle.net/10.1080/02642060701846812 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:939-951 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Witt Author-X-Name-First: Peter Author-X-Name-Last: Witt Author-Name: Andreas Schroeter Author-X-Name-First: Andreas Author-X-Name-Last: Schroeter Author-Name: Christin Merz Author-X-Name-First: Christin Author-X-Name-Last: Merz Title: Entrepreneurial resource acquisition via personal networks: an empirical study of German start-ups Abstract: This paper presents a resource-based theoretical model for an extended version of the network success hypothesis. It derives four main hypotheses for the relationships between resources obtained from personal networks of the founders and a new venture's success. The model takes into account a broad range of control variables. In the empirical study, based on a sample of 123 German entrepreneurs, we do not find much support for our hypotheses. We conclude that, quite in contrast to most existing theories, network links have close to no impact on getting cheap or exclusive resources. Journal: The Service Industries Journal Pages: 953-971 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846846 File-URL: http://hdl.handle.net/10.1080/02642060701846846 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:953-971 Template-Type: ReDIF-Article 1.0 Author-Name: Sang M. Lee Author-X-Name-First: Sang M. Author-X-Name-Last: Lee Author-Name: David L. Olson Author-X-Name-First: David L. Author-X-Name-Last: Olson Author-Name: Sang-Heui Lee Author-X-Name-First: Sang-Heui Author-X-Name-Last: Lee Author-Name: Taewon Hwang Author-X-Name-First: Taewon Author-X-Name-Last: Hwang Author-Name: Matt S. Shin Author-X-Name-First: Matt S. Author-X-Name-Last: Shin Title: Entrepreneurial applications of the lean approach to service industries Abstract: Service industries have grown significantly in recent years, especially in the advanced economies. The applicability of the Toyota system for manufacturing excellence to other industries has been widely studied. This paper seeks to contribute to this growing body of research by exploring the applications of the Toyota approach, particularly the lean system in the service sector. The paper examines the information systems that have enabled benefit in the service industries, to include vendor-managed inventory systems and variants, and then compares the benefits from information systems in support of supply chains. We also review why enterprise systems provide more opportunities in aiding the implementation of the lean systems. We present a case study of a South Korean supply chain system to demonstrate the entrepreneurial application of such approaches. Journal: The Service Industries Journal Pages: 973-987 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846853 File-URL: http://hdl.handle.net/10.1080/02642060701846853 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:973-987 Template-Type: ReDIF-Article 1.0 Author-Name: Nittana Sukasame Author-X-Name-First: Nittana Author-X-Name-Last: Sukasame Author-Name: Terrence Clifford Sebora Author-X-Name-First: Terrence Clifford Author-X-Name-Last: Sebora Author-Name: Antonia Mohedano-Suanes Author-X-Name-First: Antonia Author-X-Name-Last: Mohedano-Suanes Title: E-commerce entrepreneurship as a national priority: the case of Thailand Abstract: Thailand has been one of the most successful developing countries. This progress came to a sudden halt in 1997 when the Asian financial crisis hit this country. Thailand responded by creating a favourable environment for business incubation as a high priority at the national government level. The purpose of this paper is to provide an overview of the steps taken by the Thai government to encourage e-commerce entrepreneurship as a key component of its successful reaction to the economic crisis of 1997 and e-service as a source for its future national competitiveness. Journal: The Service Industries Journal Pages: 989-1001 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701861357 File-URL: http://hdl.handle.net/10.1080/02642060701861357 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:989-1001 Template-Type: ReDIF-Article 1.0 Author-Name: SeongBae Lim Author-X-Name-First: SeongBae Author-X-Name-Last: Lim Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Author-Name: Sang M. Lee Author-X-Name-First: Sang M. Author-X-Name-Last: Lee Title: Factors affecting the performance of entrepreneurial service firms Abstract: In the current climate, the importance of the role played by entrepreneurship as a palpable reality that enables economic growth at a macroeconomic level, and as a factor that favours the progress of companies at a microeconomic level, has made it the subject of continual analyses from many different perspectives and in a variety of contexts by researchers from around the world. In this study, Spanish entrepreneurial firms in the service sector are analysed in order to determine the factors that influence their performance. Journal: The Service Industries Journal Pages: 1003-1013 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701867263 File-URL: http://hdl.handle.net/10.1080/02642060701867263 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:1003-1013 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Yao Tseng Author-X-Name-First: Chun-Yao Author-X-Name-Last: Tseng Author-Name: Hui-Yueh Kuo Author-X-Name-First: Hui-Yueh Author-X-Name-Last: Kuo Author-Name: Shou-Shiung Chou Author-X-Name-First: Shou-Shiung Author-X-Name-Last: Chou Title: Configuration of innovation and performance in the service industry: evidence from the Taiwanese hotel industry Abstract: This study attempts to state some facts about the importance of innovation in the service economy, and especially the hotel industry by classifying the configurations of innovation in Taiwanese hotels, as well as considering the types of innovation configuration that will maximise performance. Technological innovation, organisational innovation, and human capital innovation may be key sources of innovation. This study classified the configurations of innovation based on several innovation activities with two-step cluster analysis. Numerous empirical findings facilitate improved understanding of the relationship between the configurations of innovation and firm performance in the Taiwanese hotel industry. Journal: The Service Industries Journal Pages: 1015-1028 Issue: 7 Volume: 28 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701882080 File-URL: http://hdl.handle.net/10.1080/02642060701882080 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:1015-1028 Template-Type: ReDIF-Article 1.0 Author-Name: Beatriz Junquera Author-X-Name-First: Beatriz Author-X-Name-Last: Junquera Author-Name: Jesús A. del Brío Author-X-Name-First: Jesús A. Author-X-Name-Last: del Brío Author-Name: Esteban Fernández Author-X-Name-First: Esteban Author-X-Name-Last: Fernández Title: The client as co-manufacturer and environmental entrepreneur: a research agenda Abstract: The purpose of this article is to detect issues of greatest interest and to establish a proposal that can be used as a basis to study the client's environmental entrepreneurship in service sector companies. The study is based on the existing literature on service innovation and the bibliography dedicated to environmental management specific to these innovations. This study poses a few questions that, together with many others, must be addressed in the future. These studies will inevitably contribute to improve the environmental performance of service companies. Journal: The Service Industries Journal Pages: 1029-1040 Issue: 7 Volume: 28 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846838 File-URL: http://hdl.handle.net/10.1080/02642060701846838 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:1029-1040 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Title: Beyond ideal-type depictions of entrepreneurship: some lessons from the service sector in England Abstract: To evaluate critically the ideal-type depiction of entrepreneurs as wholesome super heroes that permeates the entrepreneurship literature, this paper analyses whether entrepreneurs in the service sector are involved in off-the-books transactions. Reporting data from interviews conducted in England with 91 early-stage entrepreneurs (defined here as individuals starting-up an enterprise in the past 3 years) and 81 more established self-employed in the service sector, the finding is that 77 and 74%, respectively engaged in off-the-books transactions. The outcome is a call to move beyond ideal-type representations of entrepreneurs and towards a fuller comprehension of the lived practices of entrepreneurship. Journal: The Service Industries Journal Pages: 1041-1053 Issue: 7 Volume: 28 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701846770 File-URL: http://hdl.handle.net/10.1080/02642060701846770 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2007:i:7:p:1041-1053 Template-Type: ReDIF-Article 1.0 Author-Name: Arup Mitra Author-X-Name-First: Arup Author-X-Name-Last: Mitra Author-Name: Juan Pedro Schmid Author-X-Name-First: Juan Pedro Author-X-Name-Last: Schmid Title: Growth and poverty in India: emerging dimensions of the tertiary sector Abstract: The economic reforms of the 1990s have accelerated the tertiarisation of the Indian economy. New activities both in the manufacturing and tertiary sectors have emerged and also seem to have generated employment opportunities that did not exist earlier. Though many such opportunities are available only to the highly skilled and/or educated workforce, the indirect effects are of considerable significance in that they manifest the percolation effects of growth. In this context, the present study aims at examining the nature and composition of the tertiary sector's growth across the major states in India and relates such growth patterns to changes in poverty. On the whole, results are indicative that a large tertiary sector is not as superfluous as is often said to be. It has the potential to enhance economic growth and therefore contribute to poverty reduction. Journal: The Service Industries Journal Pages: 1055-1076 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802187843 File-URL: http://hdl.handle.net/10.1080/02642060802187843 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1055-1076 Template-Type: ReDIF-Article 1.0 Author-Name: Chin-Tsai Lin Author-X-Name-First: Chin-Tsai Author-X-Name-Last: Lin Author-Name: Cheng-Shiung Wu Author-X-Name-First: Cheng-Shiung Author-X-Name-Last: Wu Title: Selecting a marketing strategy for private hotels in Taiwan using the analytic hierarchy process Abstract: Grounded in the resource-based view (RBV) of the firm to competitive advantage, the current study attempts to identify specific resources and capabilities of small ventures by focusing on private hotels and by doing so develops an evaluation framework of marketing strategy in a service industry within its unique conditions. Given the complexity and difficulty of utilizing allocated specific and limited resources with a marketing strategy toward a competitive advantage for private hotels the purpose of the current study is to employ the analytic hierarchy process (AHP) method to select a competitive marketing strategy for private hotels. After reviewing theory and research on competitive advantage in general and in the service industry in particular, the resources and capabilities are identified as managerial capabilities, customer-linking capabilities, market innovation capabilities, human resource assets, and reputational assets. Finally, the findings indicate that the differentiation strategy is the best strategy for private hotels. The study emphasizes the importance of allocating specific and limited resources and capabilities to evaluate and select an appropriate marketing strategy so as to capture a sustainable competitive advantage. Journal: The Service Industries Journal Pages: 1077-1091 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802187991 File-URL: http://hdl.handle.net/10.1080/02642060802187991 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1077-1091 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Vázquez Author-X-Name-First: Luis Author-X-Name-Last: Vázquez Title: Complementarities between franchise contract duration and multi-unit propensity in franchise systems Abstract: This article explores the determinants of two crucial decisions in franchising relations: the contract length and the franchisers' propensity to allow franchisees to own several stores. The results show that franchisers alleviate franchisees' fears of hold-up by providing them with longer contract length. The findings also show that the lower the contracting experience of the franchisers and the higher the potential free-riding in a franchise system, the shorter the contract duration. Regarding multi-unit franchising, franchisers have a lower propensity to allow franchisees to own several outlets when the cost of monitoring outlet managers are high, and they have a greater propensity to offer multi-unit opportunities when free-riding appears to be a threat. The findings also show the existence of complementarities between the decisions studied, such that they constitute a system of interdependent elements. Journal: The Service Industries Journal Pages: 1093-1105 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802187942 File-URL: http://hdl.handle.net/10.1080/02642060802187942 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1093-1105 Template-Type: ReDIF-Article 1.0 Author-Name: David Preece Author-X-Name-First: David Author-X-Name-Last: Preece Title: Change and continuity in UK public house retailing Abstract: This paper outlines and reviews four major changes that have occurred in the UK public house retailing (PHR) sector since 1989, that is the 1989 ‘Beer Orders’, the changing socio-economic context, public house estate investment, and financialisation. While these changes have been taking place, it is argued that a degree of continuity (discussed in terms of people, the regional brewer/retailers, and control and business development) is to be found underpinning this period of turbulence in the sector, which is typically not foregrounded to the same extent. The paper illustrates the change and continuity argument with primary data gathered by the author through a longitudinal study of the industry, and concludes with a discussion linking UK PHR change and continuity. Journal: The Service Industries Journal Pages: 1107-1124 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802188007 File-URL: http://hdl.handle.net/10.1080/02642060802188007 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1107-1124 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra-Navarro Author-X-Name-First: Juan Gabriel Author-X-Name-Last: Cegarra-Navarro Author-Name: Maria Teresa Sánchez-Polo Author-X-Name-First: Maria Teresa Author-X-Name-Last: Sánchez-Polo Title: Defining the knowledge that an organisation requires to create customer capital from a customer perspective Abstract: Consumer capital is a very important asset for an organisation as it is the result of an organisation's relationship with its customers. This paper sets out to confirm that organisations need to create customer capital in SMEs (Small Medium Enterprises). As part of this study, four types of knowledge have been identified (i.e. customer knowledge, individual knowledge, collective knowledge, and machine-readable forms) and this paper investigates the relationships between the different components of knowledge and the process to obtain customer capital from the external perspective of the company. This involved an empirical study of 365 customers. Two structural equation models have been used, resulting in the conclusion that before obtaining customer capital it is necessary to convert individual knowledge, collective knowledge (C<sub>L</sub>K), and machine-readable forms into customer knowledge. Journal: The Service Industries Journal Pages: 1125-1140 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802188031 File-URL: http://hdl.handle.net/10.1080/02642060802188031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1125-1140 Template-Type: ReDIF-Article 1.0 Author-Name: Kisang Ryu Author-X-Name-First: Kisang Author-X-Name-Last: Ryu Author-Name: Soocheong Jang Author-X-Name-First: Soocheong Author-X-Name-Last: Jang Title: Influence of restaurants' physical environments on emotion and behavioral intention Abstract: Modifying the Mehrabian--Russell model, this study proposed a conceptual model to explore how customers' perceptions of dining environments influence emotion and behavioral intention (BI) in the upscale restaurant setting. Using a structural equation modeling analysis, this study showed that facility aesthetics, ambience, and layout as dining environments had significant effects on the degree of customer pleasure, while facility aesthetics and employees significantly influenced the level of arousal. In addition, the results indicated that facility aesthetics and employees among physical environments had direct influences on BIs. Among customer emotions, pleasure was a significant determinant of BIs. Finally, the interdependence between pleasure and arousal was supported. The implications for restaurateurs and academic researchers are discussed. Journal: The Service Industries Journal Pages: 1151-1165 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802188023 File-URL: http://hdl.handle.net/10.1080/02642060802188023 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1151-1165 Template-Type: ReDIF-Article 1.0 Author-Name: Duncan Watson Author-X-Name-First: Duncan Author-X-Name-Last: Watson Author-Name: Robert Webb Author-X-Name-First: Robert Author-X-Name-Last: Webb Title: Reservation wage levels in UK and German financial services sectors Abstract: Although expenditure on wages represents a major element of costs in financial services firms, there is a dearth of studies analysing wage levels in the sector. This paper examines reservation wage levels in the sector by utilising maximum likelihood selection and stochastic frontier methodologies in two leading European economies: UK and Germany. Our results show that wage achievement is higher in the UK than Germany. At first glance, this seems counter-intuitive, given that actual wage costs and the overall cost--income ratio is higher in Germany than the UK. Journal: The Service Industries Journal Pages: 1167-1182 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802187959 File-URL: http://hdl.handle.net/10.1080/02642060802187959 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1167-1182 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Eser Altinay Author-X-Name-First: Eser Author-X-Name-Last: Altinay Title: Marketing strategies of ethnic minority businesses in the UK Abstract: This paper seeks to evaluate the influence of the entrepreneurs' educational backgrounds, the firm's target market, and the sector of operations on the marketing practices of Turkish ethnic minority businesses. The paper reports and analyses the findings of 227 face-to-face structured interviews with Turkish small business owners. The findings of the study indicate that Turkish ethnic minority businesses operating in different sectors use both transactional and relational approaches to marketing. Their choices of pursuing different marketing strategies are influenced by the entrepreneurs' educational backgrounds, the firm's target market, and the sector of operations. Journal: The Service Industries Journal Pages: 1183-1197 Issue: 8 Volume: 28 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802187967 File-URL: http://hdl.handle.net/10.1080/02642060802187967 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1183-1197 Template-Type: ReDIF-Article 1.0 Author-Name: Satu Nätti Author-X-Name-First: Satu Author-X-Name-Last: Nätti Author-Name: Jukka Ojasalo Author-X-Name-First: Jukka Author-X-Name-Last: Ojasalo Title: What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study Abstract: This article is based on a case study of a professional service organisation in the field of business-to-business education and consultancy services. This study contributes by increasing the knowledge of organisational inhibitors of customer knowledge utilisation in collaborative customer relationships by describing four organisational aspects inhibiting internal customer knowledge utilisation. The first is a professional service organisation's dominant logic, which refers to a barrier between organisation and customer. The second relates to cultural characteristics, referring to barriers between individuals and groups. The third barrier is the organisational structure of the professional service firm and the fourth barrier relates to systems and administrative routines. Journal: The Service Industries Journal Pages: 1199-1213 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802215644 File-URL: http://hdl.handle.net/10.1080/02642060802215644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1199-1213 Template-Type: ReDIF-Article 1.0 Author-Name: Hsuan-Lien Chu Author-X-Name-First: Hsuan-Lien Author-X-Name-Last: Chu Author-Name: Shuen-Zen Liu Author-X-Name-First: Shuen-Zen Author-X-Name-Last: Liu Title: The impact of manager promotion programs on store performance: evidence from 3C chain stores in Taiwan Abstract: This study investigates how chain store performance is affected by a store manager promotion program that considers inventory management-related indicators such as inventory loss and inventory turnover. The study was conducted using data from the largest 3C (computers, communications, and consumer electronics) chain store company in Taiwan. It is found that average store profitability and efficiency improve after implementing the manager promotion program. The result suggests that the promotion program induced store managers to exert greater efforts towards inventory management and thus improves store performance. Journal: The Service Industries Journal Pages: 1215-1224 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802217178 File-URL: http://hdl.handle.net/10.1080/02642060802217178 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1215-1224 Template-Type: ReDIF-Article 1.0 Author-Name: Adelina Broadbridge Author-X-Name-First: Adelina Author-X-Name-Last: Broadbridge Title: Barriers to ascension to senior management positions in retailing Abstract: Using a case study of retailing, this paper examines the continued under-representation of women in senior management positions. Via a questionnaire survey, it reveals that those factors retail managers (men and women) themselves attribute to the disproportionate number of women in senior positions. The findings revealed that the main factors were associated with women's ‘other’ role: the family. Thus, lack of child care facilities and high family commitments were regarded as especially problematic and the organisation of retailing with its long anti-social hours and lack of flexi-time at managerial levels contributed to these problems. Other factors were also regarded as important including company cultures that uphold patriarchal social systems. The paper demonstrates how women's primary position in the home and domestic domain and men's primary position in the economic domain have shaped the way retail organisations are organised and the roles that men and women are traditionally expected to adopt within them. Journal: The Service Industries Journal Pages: 1225-1245 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230148 File-URL: http://hdl.handle.net/10.1080/02642060802230148 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1225-1245 Template-Type: ReDIF-Article 1.0 Author-Name: Cedric Hsi-Jui Wu Author-X-Name-First: Cedric Hsi-Jui Author-X-Name-Last: Wu Author-Name: Rong-Da Liang Author-X-Name-First: Rong-Da Author-X-Name-Last: Liang Author-Name: Wei Tung Author-X-Name-First: Wei Author-X-Name-Last: Tung Author-Name: Ching-Sheng Chang Author-X-Name-First: Ching-Sheng Author-X-Name-Last: Chang Title: Structural relationships among organisation service orientation, employee service performance, and consumer identification Abstract: Numerous studies have examined relationship behaviour linking enterprises and consumers from the enterprise perspective rather than the consumer perspective, including consumer approval and relationship maintenance. To redress this imbalance, this study investigates three issues linking the enterprise and consumer perspectives. The first issue involves analysing the influence on the consumers that arises from integrated internal and external environmental resources using service orientation business strategies. The second issue involves exploring the foundations of the relationship factors based on consumer identification that serves to establish consumer relationships. The third issue involves discussing consumer and staff evaluations and experiences of the service. The following opinions can be induced based on the analytical results. Both internal and external environmental characteristics positively affect the service orientation of business. Service orientation positively impacts consumer perceptions of employee service performance. Consumer perceptions of employee service performance have positively impacted consumer identification. Journal: The Service Industries Journal Pages: 1247-1263 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230189 File-URL: http://hdl.handle.net/10.1080/02642060802230189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1247-1263 Template-Type: ReDIF-Article 1.0 Author-Name: Chin-Tsai Lin Author-X-Name-First: Chin-Tsai Author-X-Name-Last: Lin Author-Name: Kuo-Ching Wang Author-X-Name-First: Kuo-Ching Author-X-Name-Last: Wang Author-Name: Wen-Yu Chen Author-X-Name-First: Wen-Yu Author-X-Name-Last: Chen Title: Female tour leaders as advertising endorsers Abstract: In the Pan-Asia domain, especially Taiwan, Japan, South Korea, and the most effectively emerging power house, China, group package tours (GPTs) have been considered as an indispensable gadget for overseas vacationing tourists. A well-trained senior tour guide is capable of bringing up the GPT by offering an intriguing and entertaining interactive service, and <italic>vice versa</italic>; the presented research reveals the gender differences in terms of positioning tour leaders as advertising endorsers. Technically, the features and cover letters posed on GPT brochures simply justify the credibility of being a capable and well-organized tour leader; nevertheless, female tour leaders seem to be far more satisfying when it comes to satisfying the needs of consumers. In the meantime, there are 440 samples closely examined through the methodology of ‘post-test-only control group experimental design’, which discloses the ground-breaking mystery of why female tour leaders are more favorable than males. Significantly, the updated developing research is able to provide a cost-effective and target-oriented marketing information for any multinational Tourism Bureaus and travel agencies. Journal: The Service Industries Journal Pages: 1265-1275 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230239 File-URL: http://hdl.handle.net/10.1080/02642060802230239 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1265-1275 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Vázquez Author-X-Name-First: Luis Author-X-Name-Last: Vázquez Title: The choice of control devices in franchise chains Abstract: This article provides evidence on the determinants of the intensity in the use of three control types employed in franchise relationships: outcome-, behavior- and social-based control systems. This is accomplished by the integration and testing of two approaches, the agency and organizational theories. The results support the predictions of both theories for control strategies in franchise chains, and so it appears that the agency and organizational views are complementary in the field studied. The findings also show the existence of substitutabilities between the control types studied, and so such control types constitute a system of interdependent elements. Journal: The Service Industries Journal Pages: 1277-1291 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230296 File-URL: http://hdl.handle.net/10.1080/02642060802230296 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1277-1291 Template-Type: ReDIF-Article 1.0 Author-Name: Teck-Yong Eng Author-X-Name-First: Teck-Yong Author-X-Name-Last: Eng Title: E-customer service capability and value creation Abstract: In recent years, there has been a growing interest in the concept of value in the marketing literature. This study examines how companies develop e-customer service capability and support value creation in the context of Internet marketing. Surveys are conducted to obtain data from the perspective of both companies and customers. The main results from the firm's perspective indicate that e-customer service capability is positively associated with value creation particularly through technological capability and customer orientation. The high degree of interaction between customer orientation and transaction efficiency suggests that customer experience (satisfaction) can be further enhanced through the e-customer service capability to achieve customer commitment to a website in terms of trust and loyalty. Journal: The Service Industries Journal Pages: 1293-1306 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230163 File-URL: http://hdl.handle.net/10.1080/02642060802230163 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1293-1306 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiu-Lan Wu Author-X-Name-First: Hsiu-Lan Author-X-Name-Last: Wu Author-Name: Chang-Yung Liu Author-X-Name-First: Chang-Yung Author-X-Name-Last: Liu Author-Name: Wen-Hsin Hsu Author-X-Name-First: Wen-Hsin Author-X-Name-Last: Hsu Title: An integrative model of customers' perceptions of health care services in Taiwan Abstract: As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions. Journal: The Service Industries Journal Pages: 1307-1319 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230130 File-URL: http://hdl.handle.net/10.1080/02642060802230130 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1307-1319 Template-Type: ReDIF-Article 1.0 Author-Name: Akiko Ueno Author-X-Name-First: Akiko Author-X-Name-Last: Ueno Title: Is empowerment really a contributory factor to service quality? Abstract: This article investigates how empowerment of front-line staff affects service quality in mass and technological services. A questionnaire survey and in-depth interviews were conducted. Analysis of the questionnaire data revealed that although there was a moderate association between empowerment and service quality in mass services, the relationship was not statistically significant in technological services. The interview data explain these results and highlight important differences between mass and technological services, both in the type of staff and in the nature of tasks undertaken. Moreover, it was apparent that there were difficulties in implementing empowerment in mass services. Journal: The Service Industries Journal Pages: 1321-1337 Issue: 9 Volume: 28 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802230262 File-URL: http://hdl.handle.net/10.1080/02642060802230262 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1321-1337 Template-Type: ReDIF-Article 1.0 Author-Name: Cesaltina Pacheco Pires Author-X-Name-First: Cesaltina Pacheco Author-X-Name-Last: Pires Author-Name: Soumodip Sarkar Author-X-Name-First: Soumodip Author-X-Name-Last: Sarkar Author-Name: Luísa Carvalho Author-X-Name-First: Luísa Author-X-Name-Last: Carvalho Title: Innovation in services -- how different from manufacturing? Abstract: Using standardised firm data a comparative analysis of the determinants of product and process innovation in manufacturing and services is performed. Results show that in services there are significant differences in innovation behaviour, in terms of intramural and extramural R&D. It is also found that size matters less in services than in manufacturing. Although youth has a positive effect in both cases, young service firms are more likely than young manufacturing of being pioneer innovators. The results reveal the importance of learning by doing in service process innovations, as young service firms are less likely to introduce process innovations. Journal: The Service Industries Journal Pages: 1339-1356 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802317812 File-URL: http://hdl.handle.net/10.1080/02642060802317812 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1339-1356 Template-Type: ReDIF-Article 1.0 Author-Name: Leo Huang Author-X-Name-First: Leo Author-X-Name-Last: Huang Title: Strategic orientation and performance measurement model in Taiwan's travel agencies Abstract: This longitudinal study attempts to examine those effects and relationships of various performance measuring dimensions using the balanced scorecard conceptual framework on travel agencies under different strategic orientations in Taiwan. A three-stage research design is adopted to explore a valid and reliable e-commerce strategy performance measuring model for travel agencies. The research also uses the structural equation modeling (SEM) approach to further empirically build up e-commerce cost leadership and differentiation strategy performance measurement models. The theoretical model identifies an underlying variable construct, dimensions, and their associated attributes which combine the traditional subjective or objective measures with operating measures of e-commerce strategy performances. According to this research, Taiwanese travel agencies consider five financial, three customer, four internal process, and three innovation and learning perspective indicators of performance measurement that also have cause-and-effect relationships among themselves under two different strategies. Finally, this paper proposes two optimal models that match the essential needs of e-commerce cost leadership and differentiation strategic development and overcomes the traditional performance measuring shortcomings. Journal: The Service Industries Journal Pages: 1357-1383 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250179 File-URL: http://hdl.handle.net/10.1080/02642060802250179 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1357-1383 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Y. Shee Author-X-Name-First: Daniel Y. Author-X-Name-Last: Shee Author-Name: Ya-Ling Wu Author-X-Name-First: Ya-Ling Author-X-Name-Last: Wu Title: Is competence set expansion in the information service industry a planned behavior? The moderating effects of action control style Abstract: Technological advancement has brought dramatic changes to most industries. As a result, the pressure to compete has intensified tremendously. This is especially evident in the information service (IS) industry where the need of companies to expand their employees' competence set (CS) becomes critical. This study investigated whether CS expansion in the IS industry is a planned behavior moderated by individual style of action control. A mail survey was carried out to collect data from the IS companies in Taiwan. A total of 190 valid samples were obtained. The results of analyses showed that our proposed model provided a good fit to the data. Attitude tendency (AT), subjective norms (SN), and computer/information technology (IT) self-efficacy positively affected employees' intentions of expanding the CS. Moreover, we found that the action control style moderated the effects of AT, SN, and computer/IT self-efficacy on behavioral intention. The implications of this study as well as its limitations are discussed. Journal: The Service Industries Journal Pages: 1385-1398 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250203 File-URL: http://hdl.handle.net/10.1080/02642060802250203 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1385-1398 Template-Type: ReDIF-Article 1.0 Author-Name: Ebrahim Soltani Author-X-Name-First: Ebrahim Author-X-Name-Last: Soltani Author-Name: Pei-Chun Lai Author-X-Name-First: Pei-Chun Author-X-Name-Last: Lai Author-Name: Robert Van Der Meer Author-X-Name-First: Robert Author-X-Name-Last: Van Der Meer Author-Name: Terry M. Williams Author-X-Name-First: Terry M. Author-X-Name-Last: Williams Title: Managerial approaches towards service quality: the case of three service organisations Abstract: Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests that there exist many conflicts and differences in senior management's orientation and approach towards quality management (QM) with that of middle and firstline managers. The results further indicate that getting such consistency appropriate to the needs of top, middle, and firstline management, and of the QM itself, is one of the key problems of current management of service quality. However, the findings highlight that where there is consistency between senior managers' underlying approaches towards service quality goal with that of middle and firstline managers, service quality programmes will highly likely produce expected results. Finally, the implications of these findings as well as future research are put forward. Journal: The Service Industries Journal Pages: 1399-1414 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250229 File-URL: http://hdl.handle.net/10.1080/02642060802250229 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1399-1414 Template-Type: ReDIF-Article 1.0 Author-Name: Pratibha A. Dabholkar Author-X-Name-First: Pratibha A. Author-X-Name-Last: Dabholkar Author-Name: Xiaojing Sheng Author-X-Name-First: Xiaojing Author-X-Name-Last: Sheng Title: Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay Abstract: This experiment investigates how slow downloads of shopping web sites are perceived by online consumers, and how download delays relate to web site abandoning and stage of delay. Results show a complex, nonlinear relationship between actual and perceived download waiting, where perceptions level off after a threshold is reached. Furthermore, perceptions of download waiting are found to be more reliable than actual waits in predicting web site abandoning. Finally, delays near the start of the download are perceived as longer than later in the process, and time pressure worsens the effect of download waiting at earlier stages of delay. Journal: The Service Industries Journal Pages: 1415-1429 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802120166 File-URL: http://hdl.handle.net/10.1080/02642060802120166 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1415-1429 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Lings Author-X-Name-First: Ian Author-X-Name-Last: Lings Author-Name: Amanda Beatson Author-X-Name-First: Amanda Author-X-Name-Last: Beatson Author-Name: Siegfried Gudergan Author-X-Name-First: Siegfried Author-X-Name-Last: Gudergan Title: The impact of implicit and explicit communications on frontline service delivery staff Abstract: Using structural equation modelling employing partial least-squares estimation, data from staff in the consumer transport industry were analysed to explore the role of implicit and explicit communications on their service delivery behaviour. Both implicit and explicit communications were found to impact service delivery. Explicit communications had a direct impact on service delivery, whilst implicit communications (in the form of internal market orientation) operated through affective commitment and customer orientation. This study provides quantitative evidence of the roles of implicit and explicit communications on staff attitudes and behaviours, and offers insights into the management of communications with employees to ensure effective service delivery. Journal: The Service Industries Journal Pages: 1431-1443 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250245 File-URL: http://hdl.handle.net/10.1080/02642060802250245 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1431-1443 Template-Type: ReDIF-Article 1.0 Author-Name: Wei-Jaw Deng Author-X-Name-First: Wei-Jaw Author-X-Name-Last: Deng Author-Name: Ying-Feng Kuo Author-X-Name-First: Ying-Feng Author-X-Name-Last: Kuo Title: Revised planning matrix of quality function deployment Abstract: Quality function deployment (QFD) has been adopted to improve product quality and development in many fields. Numerous studies have demonstrated that attribute importance and attribute performance have a causal relationship and the customer self-stated raw importance is not the actual importance of a customer attribute. These findings generate questions regarding the applicability of the conventional planning matrix (PM) of QFD. This study presents a revised PM that integrates a back-propagation neural network and three-factor theory to assist practitioners in determining the actual importance of customer attributes. An illustrative case demonstrates the effectiveness of the revised PM and identifies the shortcomings generated when applying the conventional PM. Journal: The Service Industries Journal Pages: 1445-1462 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250252 File-URL: http://hdl.handle.net/10.1080/02642060802250252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1445-1462 Template-Type: ReDIF-Article 1.0 Author-Name: Sze Wan Kwong Author-X-Name-First: Sze Wan Author-X-Name-Last: Kwong Author-Name: Jungkun Park Author-X-Name-First: Jungkun Author-X-Name-Last: Park Title: Digital music services: consumer intention and adoption Abstract: In recent years, the popular channel to obtain record albums has shifted from purchasing compact discs to downloading MP3 files. In fact, digital music service (DMS), the industry that sells MP3 songs, has seen tremendous successes and is making hundreds of millions of dollars every year. However, few attempts have been made to understand the consumption behavior of this newly emerging market because it has its own characteristics that have made other behavioral models inapplicable. In this study, we surveyed college students, who are the most active in this market, concerning their DMS subscription behavior. A modified theory of planned behavior (TPB) model was used as the framework. This new model incorporates the technology acceptance model and a new construct, the perceived service quality, into the original TPB model. Based on the survey results, the present study depicts a model that explains subscription behavior and indicates that subjective norm has the most significant effect on the intention to subscribe. Also, features that potential subscribers found important are revealed. The results provide marketing implications for DMS providers and indicate possible direction for future studies. Journal: The Service Industries Journal Pages: 1463-1481 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250278 File-URL: http://hdl.handle.net/10.1080/02642060802250278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1463-1481 Template-Type: ReDIF-Article 1.0 Author-Name: Dioni M. Elche Author-X-Name-First: Dioni M. Author-X-Name-Last: Elche Author-Name: Ángela González Author-X-Name-First: Ángela Author-X-Name-Last: González Title: Influence of innovation on performance: analysis of Spanish service firms Abstract: The main objective of this research was to analyse innovation in service firms. In strategic management, the methodology of fit allows us to study the adjustment between two dimensions by revealing the internal consistency between them and its influence on the efficiency of firms. This paper is focused on the analysis of fit between types of services (classified according to intensity of innovation) and the innovation decisions made by these firms. The fit has been contrasted through the methodology of adjustment as an approach to the ideal profile. An important question in this paper consists in revealing whether the fit between the type of services and innovative decisions influences a firm's performance. Journal: The Service Industries Journal Pages: 1483-1499 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250294 File-URL: http://hdl.handle.net/10.1080/02642060802250294 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1483-1499 Template-Type: ReDIF-Article 1.0 Author-Name: Cedric Hsi-Jui Wu Author-X-Name-First: Cedric Hsi-Jui Author-X-Name-Last: Wu Title: The influence of customer-to-customer interactions and role typology on customer reaction Abstract: The service encounter is an important topic in service management. Although researchers have argued that customer-to-customer interactions may affect customers' evaluation of the service experience in service encounter contexts, the impact of customer-to-customer interaction on customer reaction has not been sufficiently studied. Consequently, the objective of this research is to investigate the relationship between customer-to-customer interactions, role typology and customer reaction. This research adopted questionnaires to investigate tourists traveling to foreign areas and concluded that the perception of customer-to-customer interaction incidents could be extracted into six factors. ‘Protocol and sociability incidents’ have a significant positive impact on customer satisfaction; ‘malcontent incidents’ have a negative impact; ‘crude incidents’ and ‘malcontent incidents’ have significant negative impact on customer loyalty; and finally, the customer's role typology moderates the relationship between ‘protocol and sociability incidents’ and customer satisfaction. Journal: The Service Industries Journal Pages: 1501-1513 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250310 File-URL: http://hdl.handle.net/10.1080/02642060802250310 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1501-1513 Template-Type: ReDIF-Article 1.0 Author-Name: David Bowen Author-X-Name-First: David Author-X-Name-Last: Bowen Title: Consumer thoughts, actions, and feelings from within the service experience Abstract: Research methods have a critical practical and academic relevance. A study of consumer behaviour within service management frequently requires the use of techniques that reach to the core of consumer thoughts, actions, and feelings. This paper analyses the rationale that can lead to the choice of participant observation as a research tool within a service industry case -- a study of tourists on a long-haul inclusive tour. The paper continues with a discussion of the key practice-based concerns that are confronted through use of the research tool. While the focus of the research study relates to tourist satisfaction, it is also shown how other research areas and service management questions can be investigated through the technique. Journal: The Service Industries Journal Pages: 1515-1530 Issue: 10 Volume: 28 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802250344 File-URL: http://hdl.handle.net/10.1080/02642060802250344 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1515-1530 Template-Type: ReDIF-Article 1.0 Author-Name: Jacob Dahl Rendtorff Author-X-Name-First: Jacob Dahl Author-X-Name-Last: Rendtorff Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Title: Editorial Journal: The Service Industries Journal Pages: 1-7 Issue: 1 Volume: 29 Year: 2009 Month: 1 X-DOI: 10.1080/02642060802116396 File-URL: http://hdl.handle.net/10.1080/02642060802116396 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:1:p:1-7 Template-Type: ReDIF-Article 1.0 Author-Name: Jacob Dahl Rendtorff Author-X-Name-First: Jacob Dahl Author-X-Name-Last: Rendtorff Title: Basic ethical principles applied to service industries Abstract: This article provides a general framework for ethics in service industries. The argument is that the four ethical principles of autonomy, dignity, integrity and vulnerability can have significance as basic ethical principles that are guiding ideas of business ethics in service industries. In particular, ethical principles are important in the industries of health care and other services that deal directly with human beings. Indeed, ethical principles are important for treating customers, users and consumers of service industries firms, but they also apply to other stakeholders of the service firm. This article shows that the basic ethical principles do not only apply at the individual level, but also get their significance at the organisational level. Thus, the ethical ideas of autonomy, dignity, integrity and vulnerability are very important in order to propose an ethical framework for value-driven management of service industries firms. They are important as the foundation of justice and responsibility in service industry organisations. Journal: The Service Industries Journal Pages: 9-19 Issue: 1 Volume: 29 Year: 2007 Month: 12 X-DOI: 10.1080/02642060802116404 File-URL: http://hdl.handle.net/10.1080/02642060802116404 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:1:p:9-19 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Fuglsang Author-X-Name-First: Lars Author-X-Name-Last: Fuglsang Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Title: An integrative model of care ethics in public innovation Abstract: The paper examines how the concept of care can be used to explain innovation in a public institution. First, three indicators of care that have been derived from care ethics are discussed: engrossment, motivational displacement and recognition of the carer [Noddings, N. (1984). <italic>Caring: A feminine approach to ethics and moral education</italic>. Berkeley: University of California Press]. Next, in a qualitative study, we explore how these elements of care are present in, and relevant to, understanding a particular case of innovation in the Danish public library. The contribution of the paper lies in an attempt to explain how ethical issues in innovation can be understood as drivers of change that direct actions. Journal: The Service Industries Journal Pages: 21-34 Issue: 1 Volume: 29 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802116362 File-URL: http://hdl.handle.net/10.1080/02642060802116362 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:1:p:21-34 Template-Type: ReDIF-Article 1.0 Author-Name: Jeanette Lemmergaard Author-X-Name-First: Jeanette Author-X-Name-Last: Lemmergaard Author-Name: Sara Louise Muhr Author-X-Name-First: Sara Louise Author-X-Name-Last: Muhr Title: Treating threats: the ethical dilemmas of treating threatening patients Abstract: This paper considers the impact of threats on professional service workers, especially as these emerge in healthcare services. Based on interviews with healthcare professionals and prison guards, this paper discusses the ethical dilemmas inherent in viewing the doctor--patient relationship from a solely rule-based ethical approach when threatening behaviour is involved. It is argued that under threatening circumstances, a service worker will not be able to exclude personal moral beliefs from the decision-making process. Consequently, the tradition of relying on rule-based ethics is insufficient on its own and must be supplemented with a repersonalised ethics of ‘the Other’. Journal: The Service Industries Journal Pages: 35-45 Issue: 1 Volume: 29 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802116370 File-URL: http://hdl.handle.net/10.1080/02642060802116370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:1:p:35-45 Template-Type: ReDIF-Article 1.0 Author-Name: Till Talaulicar Author-X-Name-First: Till Author-X-Name-Last: Talaulicar Title: Global retailers and their corporate codes of ethics: the case of Wal-Mart in Germany Abstract: The case of Wal-Mart in Germany and the lawsuit on its Statement of Ethics demonstrate some of the business ethical complexities and traps that retailers have to consider when they go global. The paper analyzes the impact of different legal and cultural frameworks on the admissibility and appropriateness of codes of ethics, the different types of standardization applicable in codes of ethics as well as the potential conflicts between corporate and personal interests. The analysis tackles the issues of global versus local codes of ethics, rule- versus principle-based approaches to standardization and of restricting versus protecting employees' privacy to advantage corporate affairs. Journal: The Service Industries Journal Pages: 47-58 Issue: 1 Volume: 29 Year: 2007 Month: 12 X-DOI: 10.1080/02642060802116388 File-URL: http://hdl.handle.net/10.1080/02642060802116388 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:1:p:47-58 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Fang Chen Author-X-Name-First: Mei-Fang Author-X-Name-Last: Chen Author-Name: Liang-Hung Mau Author-X-Name-First: Liang-Hung Author-X-Name-Last: Mau Title: The impacts of ethical sales behaviour on customer loyalty in the life insurance industry Abstract: This study focuses on how a salesperson's ethical and unethical sales behaviour can build or deplete both customer trust in the salesperson and in the company, which in turn influences customer loyalty in the life insurance industry. The main findings of this study show that the salesperson's ethical sales behaviour does play a crucial role in winning customer loyalty through customer trust. Moreover, there exists a reciprocal relationship between customer trust in the salesperson and customer trust in the company, with the latter having a stronger impact on the former than the other way around. Finally, customer trust in the company exerts more influence on customer loyalty than does customer trust in the salesperson, which has implications for the life insurance industry. Journal: The Service Industries Journal Pages: 59-74 Issue: 1 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060802116339 File-URL: http://hdl.handle.net/10.1080/02642060802116339 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:1:p:59-74 Template-Type: ReDIF-Article 1.0 Author-Name: Leslie de Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: de Chernatony Author-Name: Susan Louise Cottam Author-X-Name-First: Susan Louise Author-X-Name-Last: Cottam Title: Creating and launching a challenger brand: a case study Abstract: This paper explores the creation and launch of a challenger brand in the UK financial services. The challenger was an extension of a more traditional brand. A definition of a challenger brand is proposed. A case study approach is adopted. A model is proposed of the process of brand development and launch. Factors found to influence challenger brand success included an inclusive brand development process, a challenger philosophy, charismatic strong leaders, passion and excitement, and the heritage of the parent brand. The problems of ensuring challenger status for the future are considered. Questions are raised for managers wishing to develop challenger brands. Journal: The Service Industries Journal Pages: 75-89 Issue: 1 Volume: 29 Year: 2008 Month: 1 X-DOI: 10.1080/02642060802100234 File-URL: http://hdl.handle.net/10.1080/02642060802100234 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:1:p:75-89 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Davies Author-X-Name-First: Mark Author-X-Name-Last: Davies Title: Service quality tolerance in creative business service relationships Abstract: This study of creative business service relationships reveals how client tolerance towards service quality is influenced by process capabilities. Based on a resource-based point of view, process capabilities can serve as creative cues, adding value to these relationships. Procedural quality represents value determined from the order of organisationally established routines, whereas interactional quality represents value derived from the skills of service providers. Research found interactions were a stronger predictor of tolerance than procedures, attributed to the greater discretion that service providers use in interacting during the service encounter. Interactions offer greater prospects for sustaining relationship value than by following procedures. Journal: The Service Industries Journal Pages: 91-110 Issue: 1 Volume: 29 Year: 2007 Month: 8 X-DOI: 10.1080/02642060802134720 File-URL: http://hdl.handle.net/10.1080/02642060802134720 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:1:p:91-110 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin-Hui (Sunny) Hu Author-X-Name-First: Hsin-Hui (Sunny) Author-X-Name-Last: Hu Author-Name: Jay Kandampully Author-X-Name-First: Jay Author-X-Name-Last: Kandampully Author-Name: Thanika Devi Juwaheer Author-X-Name-First: Thanika Devi Author-X-Name-Last: Juwaheer Title: Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study Abstract: In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention. Journal: The Service Industries Journal Pages: 111-125 Issue: 2 Volume: 29 Year: 2006 Month: 5 X-DOI: 10.1080/02642060802292932 File-URL: http://hdl.handle.net/10.1080/02642060802292932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:2:p:111-125 Template-Type: ReDIF-Article 1.0 Author-Name: Victor Iglesias Author-X-Name-First: Victor Author-X-Name-Last: Iglesias Title: The attribution of service failures: effects on consumer satisfaction Abstract: The aim of this paper is to analyse the effects of the attribution of service failures on consumer satisfaction. We analysed direct effects as well as indirect effects through cognitive processes and variables such as quality perceptions and overall quality evaluation. Basing the analysis on the attribution theories and information processing theories, four hypotheses are suggested. These are tested on a sample of 293 service encounters in which some type of failure is present (attributed to the firm or to some environmental factor). The results show that the attribution of the failure to the service firm causes a systematic reduction in all of the quality perceptions (even in service aspects not linked to the failure). But attribution also shows direct effects on satisfaction beyond the effect through perceptions. Attitude-based processes as well as attribute-based processes are affected by attribution. Journal: The Service Industries Journal Pages: 127-141 Issue: 2 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060802293088 File-URL: http://hdl.handle.net/10.1080/02642060802293088 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:2:p:127-141 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Chow Yang Author-X-Name-First: Ching-Chow Author-X-Name-Last: Yang Author-Name: King-Jang Yang Author-X-Name-First: King-Jang Author-X-Name-Last: Yang Author-Name: Tsu-Ming Yeh Author-X-Name-First: Tsu-Ming Author-X-Name-Last: Yeh Author-Name: Fan-Yun Pai Author-X-Name-First: Fan-Yun Author-X-Name-Last: Pai Title: Methods for determining areas for improvement based on the design of customer surveys Abstract: Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little concern to customers. The present research develops several methods to identify areas that do require improvement. These methods include the importance--satisfaction (I--S) model, the improvement index, the quality-improvement index, the SERVQUAL survey, Kano's model, the extent of satisfaction, and the extent of dissatisfaction. An integrated model of service-quality measurement is used to cover all the customer surveys required for an international certification service company. In the case study, valuable information of various kinds is obtained from an analysis of the customer surveys. On the basis of this information, the firm can make appropriate decisions on areas for improvement, which are significantly different from those identified on the basis of a simple satisfaction survey. Journal: The Service Industries Journal Pages: 143-154 Issue: 2 Volume: 29 Year: 2009 Month: 2 X-DOI: 10.1080/02642060802294839 File-URL: http://hdl.handle.net/10.1080/02642060802294839 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:2:p:143-154 Template-Type: ReDIF-Article 1.0 Author-Name: Eric W.K. Tsang Author-X-Name-First: Eric W.K. Author-X-Name-Last: Tsang Author-Name: Paul S.L. Yip Author-X-Name-First: Paul S.L. Author-X-Name-Last: Yip Title: Competition, agglomeration, and performance of Beijing hotels Abstract: Agglomeration theory argues that locating close to competitors can be beneficial in terms of gaining from heightened demand -- more frequent consumer visits and subsequent purchases through reducing consumer search costs. This paper examines the trade-off between competition and the agglomeration effects of physical proximity in the Beijing hotel industry. It seeks to answer two questions: (1) What types of hotels contribute more to agglomeration? (2) What types of hotels benefit more from agglomeration? The results suggest that only high star-ranking joint venture hotels contribute to heightened demand while hotels of all star rankings benefit similarly from agglomeration. Journal: The Service Industries Journal Pages: 155-171 Issue: 2 Volume: 29 Year: 2009 Month: 2 X-DOI: 10.1080/02642060802294896 File-URL: http://hdl.handle.net/10.1080/02642060802294896 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:2:p:155-171 Template-Type: ReDIF-Article 1.0 Author-Name: Frank Peck Author-X-Name-First: Frank Author-X-Name-Last: Peck Author-Name: Ignazio Cabras Author-X-Name-First: Ignazio Author-X-Name-Last: Cabras Title: Off-shoring in the contact centre industry and employment in the North West of England Abstract: The significance of contact centre employment has recently been the subject of renewed debate in regional policy-making of late, driven by media comment on the threat of off-shoring. Despite these concerns, empirical research on the scale of such activities in regions is limited. This article reviews available data on contact centre employment in the sub-regions of North West England. The evidence appears to show continued growth in the number of contact centres and employment totals. The concluding section reconsiders the significance of contact centres for Regional Economic Strategies that focus on developing high value-added activities. Journal: The Service Industries Journal Pages: 173-184 Issue: 2 Volume: 29 Year: 2009 Month: 2 X-DOI: 10.1080/02642060802294920 File-URL: http://hdl.handle.net/10.1080/02642060802294920 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:2:p:173-184 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin Hsin Chang Author-X-Name-First: Hsin Hsin Author-X-Name-Last: Chang Title: An empirical study of evaluating supply chain management integration using the balanced scorecard in Taiwan Abstract: Supply chain management (SCM) is essential for strengthening competitiveness, customer satisfaction, management performance, and achieving continued success. The development of effective measures of SCM performance is crucial to companies. Most corporations place considerable importance on SCM and the concept of balanced scorecard (BSC). Most studies, however, typically discuss SCM and BSC independently without examining their relationship. This study attempts to integrate SCM and BSC based on a thorough discussion of BSC measures in Kaplan and Norton. The main objectives of this study are to evaluate SCM performance using the BSC to thereby assess the business performance of many of Taiwan's industries that have implemented SCM. This study initially utilizes case studies; a research model and hypotheses are modified according to the case study findings. A questionnaire-based survey forms the second phase of data collection and data analysis. The research framework is analyzed and validated. Case study findings indicate that companies use varying degrees of SCM integration. Data analysis supports a positive correlation between SCM integration and BSC and a direct correlation between SCM integration and each BSC dimension. Journal: The Service Industries Journal Pages: 185-202 Issue: 2 Volume: 29 Year: 2009 Month: 2 X-DOI: 10.1080/02642060802294961 File-URL: http://hdl.handle.net/10.1080/02642060802294961 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:2:p:185-202 Template-Type: ReDIF-Article 1.0 Author-Name: Helena Alves Author-X-Name-First: Helena Author-X-Name-Last: Alves Author-Name: Mário Raposo Author-X-Name-First: Mário Author-X-Name-Last: Raposo Title: The measurement of the construct satisfaction in higher education Abstract: To establish long-term relationships with their students, higher education institutions need above all to satisfy them. Although to find their students' satisfaction level they need to find effective ways to measure it. This study presents a way to measure the construct satisfaction in higher education through the use of structural equations. The results show that the construct satisfaction, when measured though the variables used presents a reliability coefficient of 93%. Journal: The Service Industries Journal Pages: 203-218 Issue: 2 Volume: 29 Year: 2009 Month: 2 X-DOI: 10.1080/02642060802294995 File-URL: http://hdl.handle.net/10.1080/02642060802294995 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:2:p:203-218 Template-Type: ReDIF-Article 1.0 Author-Name: Paulo J. Maçãs Nunes Author-X-Name-First: Paulo J. Author-X-Name-Last: Maçãs Nunes Author-Name: Zélia M. Serrasqueiro Author-X-Name-First: Zélia M. Author-X-Name-Last: Serrasqueiro Title: Gibrat’s law: empirical test of Portuguese service industries using dynamic estimators Abstract: Using dynamic panel estimators, this article shows rejection of Gibrat’s law for Portuguese companies in the service sector. In companies as a whole, we find that growth depends positively on growth in the previous period and on debt, and depends negatively on size. When we subdivide the sample into small- and medium-sized companies and large companies, the results are similar to those obtained when we take companies as a whole. The differences concern the relationship between ownership control and growth, which is positive in the case of small- and medium-sized companies, and the non-influence of growth in the previous period on growth in the current period in the case of large companies. Journal: The Service Industries Journal Pages: 219-233 Issue: 2 Volume: 29 Year: 2006 Month: 10 X-DOI: 10.1080/02642060802295026 File-URL: http://hdl.handle.net/10.1080/02642060802295026 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:2:p:219-233 Template-Type: ReDIF-Article 1.0 Author-Name: Shun-Hsing Chen Author-X-Name-First: Shun-Hsing Author-X-Name-Last: Chen Title: Establishment of a performance-evaluation model for service quality in the banking industry Abstract: The study addresses the problem of service quality in the banking industry by modifying an importance--satisfaction (I--S) model in order to develop an integrated performance-measurement model for the banking industry, which would enable the priority of items for improvement to be determined. An importance and satisfaction questionnaire has been provided to determine which items do not fall into the appropriate performance-control zone of the performance-control matrix of the model. The performance-control matrix index provided enables the value of certain improvement objectives to be calculated. Finally, quality loss function is then adopted to rank the improvement objectives in terms of priority. A case study of a Taiwanese bank is then presented to demonstrate the applicability of the model in practice. The study thus presents a complete assessment model that helps managers to identify items for improvement, while simultaneously promoting cost and time efficiencies in service processes. Journal: The Service Industries Journal Pages: 235-247 Issue: 2 Volume: 29 Year: 2006 Month: 10 X-DOI: 10.1080/02642060802295034 File-URL: http://hdl.handle.net/10.1080/02642060802295034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:2:p:235-247 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Värlander Author-X-Name-First: Sara Author-X-Name-Last: Värlander Title: The construction of local authenticity: an exploration of two service industry cases Abstract: The aim of this study is to explore the process of the social construction of local authenticity. More specifically, this study intends to outline the managerial practices that are being used to construct local authenticity. The background to this is the much-discussed phenomenon of the ‘death of geography’, where the Internet is famously implicated. In this study, it is claimed that in parallel to companies' increased use of the Internet, there has been a revalorisation and redefinition of the role of the local. Four key marketing practices that are used to construct local authenticity are identified: adapting employees' interactive manner, adapting employees' local explicit knowledge, using a local branding strategy and applying a local branch design. Journal: The Service Industries Journal Pages: 249-265 Issue: 3 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701842878 File-URL: http://hdl.handle.net/10.1080/02642060701842878 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:249-265 Template-Type: ReDIF-Article 1.0 Author-Name: Yen-Chun Chen Author-X-Name-First: Yen-Chun Author-X-Name-Last: Chen Author-Name: Yung-Cheng Shen Author-X-Name-First: Yung-Cheng Author-X-Name-Last: Shen Author-Name: Shuling Liao Author-X-Name-First: Shuling Author-X-Name-Last: Liao Title: An integrated model of customer loyalty: an empirical examination in retailing practice Abstract: Over the recent decade, practitioners have engaged in creating and maintaining long-term connections with customers and regard customer loyalty as their ultimate goal in developing business strategies because of the increasing market competition. In order to explore the effectiveness of activities designed to enhance customer loyalty, this research presents an integrated model that investigates the two-dimensional structure of the construct of customer loyalty, as well as the antecedents and the consequences of such loyalty. Using the retailing industry as the sample for data collection, the results of an empirical study show that customers’ perceptions of outcome and environmental quality affect attitudinal loyalty, which in turn leads to greater behavioural loyalty. Furthermore, the distribution frequency of print advertisements is positively related to behavioural loyalty, which in turn leads to greater customer expenditure. However, surprisingly, sales promotion is not found to have an effect on behavioural loyalty. The implications of this study are discussed based on the empirical findings. Journal: The Service Industries Journal Pages: 267-280 Issue: 3 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701842886 File-URL: http://hdl.handle.net/10.1080/02642060701842886 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:267-280 Template-Type: ReDIF-Article 1.0 Author-Name: Chin-Tsai Lin Author-X-Name-First: Chin-Tsai Author-X-Name-Last: Lin Author-Name: Chuan Lee Author-X-Name-First: Chuan Author-X-Name-Last: Lee Author-Name: Wen-Yu Chen Author-X-Name-First: Wen-Yu Author-X-Name-Last: Chen Title: Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary Abstract: This study applies a fuzzy analytic hierarchy process (AHP) to evaluate service performance of a foreign travel intermediary (destination tour operator, DTO) through the host travel agency's vision. Service performance is a composite of various attributes, including many intangible attributes difficult to measure. Therefore, the present research adopts an AHP method and further integrates a fuzzy set theory into the service performance measurement to overcome the problem. This work collected evaluation criteria from 36 senior travel managers’ opinions, using the critical incident technique, and 56 general managers from different travel agencies to weight and rank the overall criteria by applying fuzzy AHP. Research results could help DTOs increase service performance and quality, and provide Asian travel agencies with objective standards to evaluate the most suitable business cooperators. Journal: The Service Industries Journal Pages: 281-296 Issue: 3 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701846762 File-URL: http://hdl.handle.net/10.1080/02642060701846762 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:281-296 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Min Chen Author-X-Name-First: Yi-Min Author-X-Name-Last: Chen Title: Determinants of industry performance: region vs. country effects in knowledge-intensive service industries Abstract: Recent variance decomposition studies have started trying to determine the relative importance of industry and firm on profitability, but little research has been done to investigate exactly how much the difference in regions and countries could explain the variation in industry performance. This study explores the sources of knowledge-intensive service industry performance by comparing the relative importance of region, country, and industry effects. Using a variance components model fitted to a new data set, we find that while the country effects dominate industry performance around the world and in all regions (North America, South America, West Europe, East Europe, and Asia), industry effects too play a role in developing the worldwide knowledge-intensive service industries. We also find that regional effects have little significant influence on industry performance. Journal: The Service Industries Journal Pages: 297-316 Issue: 3 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701846754 File-URL: http://hdl.handle.net/10.1080/02642060701846754 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:297-316 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Shih-Tse Wang Author-X-Name-First: Edward Shih-Tse Author-X-Name-Last: Wang Title: Displayed emotions to patronage intention: consumer response to contact personnel performance Abstract: The impact of service on consumers' brand attitudes and patronage intentions serves to stress its importance to service marketers. This study further investigates previous research by proposing an integrative model that examines the hierarchical influence underlying emotions displayed by service personnel and the subsequent effect on consumer behavioural intention in the retail service context. Results indicate that service personnel-displayed emotion hierarchically influences consumers' emotions, satisfaction with service personnel, brand attitude, and patronage intention. Findings also reveal that brand attitude plays a critical mediating role. This work discusses implications for retail service firms and marketing executives, in addition to providing direction for future research. Journal: The Service Industries Journal Pages: 317-329 Issue: 3 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701846747 File-URL: http://hdl.handle.net/10.1080/02642060701846747 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:317-329 Template-Type: ReDIF-Article 1.0 Author-Name: Kuo-Chung Shang Author-X-Name-First: Kuo-Chung Author-X-Name-Last: Shang Title: Integration and organisational learning capabilities in third-party logistics providers Abstract: This study applies resource-based theory to explore logistics. A survey of 1011 forwarder-based third-party logistics providers in Taiwan was undertaken to examine the relationships between integration capability, organisational learning capability, service performance, and financial performance, using the structural equation modelling technique. The results show that four hypotheses were supported by the model, indicating that a significant positive relationship existed between integration capability, organisational learning capability and service performance. Moreover, the results also supported a significant positive relationship between organisational learning capability and financial performance. A positive relationship between service performance and financial performance was also supported. Journal: The Service Industries Journal Pages: 331-343 Issue: 3 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701847794 File-URL: http://hdl.handle.net/10.1080/02642060701847794 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:331-343 Template-Type: ReDIF-Article 1.0 Author-Name: Ahmad Ismail Author-X-Name-First: Ahmad Author-X-Name-Last: Ismail Author-Name: Ian Davidson Author-X-Name-First: Ian Author-X-Name-Last: Davidson Author-Name: Regina Frank Author-X-Name-First: Regina Author-X-Name-Last: Frank Title: Operating performance of European bank mergers Abstract: With very few exceptions the accepted viewpoint established by (predominantly) US research is that bank operating performance is not improved after merger. In this article we concentrate on European banks and investigate post-merger operating performance for 35 publicly listed bank mergers that were completed between 1992 and 1997. We find that industry-adjusted mean cash flow return did not significantly change after merger but stayed positive. We also find that the merger led to a significant decrease in profitability and capitalisation. Our key finding, in contrast to the US evidence, is that cost-efficiency ratios improved, although the improvement was not large enough to offset the profitability decrease. We also find that low profitability levels, conservative credit policies and good cost-efficiency status before merger are the main determinants of industry-adjusted cash flow returns and provide the source for improving these returns after merger. Journal: The Service Industries Journal Pages: 345-366 Issue: 3 Volume: 29 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701849899 File-URL: http://hdl.handle.net/10.1080/02642060701849899 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:345-366 Template-Type: ReDIF-Article 1.0 Author-Name: Hokey Min Author-X-Name-First: Hokey Author-X-Name-Last: Min Author-Name: Hyesung Min Author-X-Name-First: Hyesung Author-X-Name-Last: Min Author-Name: Seong Jong Joo Author-X-Name-First: Seong Jong Author-X-Name-Last: Joo Title: A data envelopment analysis on assessing the competitiveness of Korean hotels Abstract: With the ever-rising cost of doing business and increased competition, many hotels have experienced financial difficulties resultant from a gradual decline in profit and market share. Since the financial health of the hotel affects its investment capability in constantly improving customer services, the service performance and the subsequent competitiveness of the hotel often reflect its financial efficiency. As such, there is a growing need to assess the financial efficiency of the hotel in comparison with its competitors. To meet such a need, this paper proposes a data envelopment analysis (DEA) that develops a meaningful set of benchmarks that will dictate best practices and form a successful hotel business model. Using the examples of 31 luxury and budget hotels in Korea, this paper illustrates the usefulness of DEA for the continuous improvement of hotel business practices. Journal: The Service Industries Journal Pages: 367-385 Issue: 3 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701849865 File-URL: http://hdl.handle.net/10.1080/02642060701849865 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:3:p:367-385 Template-Type: ReDIF-Article 1.0 Author-Name: Magnus Willesson Author-X-Name-First: Magnus Author-X-Name-Last: Willesson Title: Pricing of card payment services in Scandinavian banking Abstract: Pricing of card payment services includes many considerations of cost and revenue in an environment of changing payment technology, network effects in two-sided markets and price bundling. This paper describes the consumer pricing methods for card payment services by Scandinavian banks and evaluates their explicit pricing methods. The main findings suggest that Scandinavian banks in general are more interested in earning revenue from implicit prices than in encouraging the use of more cost efficient technology by charging explicit transaction fees. However, the pricing methods applied may vary, depending on the country and a bank's service supply. Journal: The Service Industries Journal Pages: 387-399 Issue: 3 Volume: 29 Year: 2009 Month: 3 X-DOI: 10.1080/02642060701882106 File-URL: http://hdl.handle.net/10.1080/02642060701882106 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:3:p:387-399 Template-Type: ReDIF-Article 1.0 Author-Name: Mika Kautonen Author-X-Name-First: Mika Author-X-Name-Last: Kautonen Author-Name: Peter Daniels Author-X-Name-First: Peter Author-X-Name-Last: Daniels Author-Name: Marie-Christine Monnoyer Author-X-Name-First: Marie-Christine Author-X-Name-Last: Monnoyer Title: Service competitiveness and cohesion: an introduction to the special issue Abstract: This is an introduction to the special issue on service competitiveness and cohesion, based on the outcomes of the XVII RESER Conference in Tampere, Finland, 13--15 September 2007. It shows the rich diversity of research across Europe and the rest of the world but more importantly, such research helps to inform the policy debates about economic growth, productivity and competitiveness in an increasingly turbulent global economy. Journal: The Service Industries Journal Pages: 401-405 Issue: 4 Volume: 29 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802320279 File-URL: http://hdl.handle.net/10.1080/02642060802320279 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:401-405 Template-Type: ReDIF-Article 1.0 Author-Name: Nabil Amara Author-X-Name-First: Nabil Author-X-Name-Last: Amara Author-Name: Réjean Landry Author-X-Name-First: Réjean Author-X-Name-Last: Landry Author-Name: David Doloreux Author-X-Name-First: David Author-X-Name-Last: Doloreux Title: Patterns of innovation in knowledge-intensive business services Abstract: This article develops indicators to capture six forms or types of innovation in knowledge-intensive business services (KIBS): product, process, delivery, strategic, managerial and marketing innovations. It also proposes a conceptual framework inspired by the knowledge-based theory using different categories of knowledge assets as explanatory variables. Then, based on data of 1124 small and medium KIBS, multivariate probit regression models are estimated. The results show that product, process, strategic, managerial and marketing innovations are complementary. The results also show that the different forms of innovation are explained by different explanatory variables. Journal: The Service Industries Journal Pages: 407-430 Issue: 4 Volume: 29 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802307847 File-URL: http://hdl.handle.net/10.1080/02642060802307847 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:407-430 Template-Type: ReDIF-Article 1.0 Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Title: Innovation in the experience economy: a taxonomy of innovation organisations Abstract: This article theoretically discusses innovation in the experience economy and presents a taxonomy of experience firms according to their dynamic drivers. On the basis of the taxonomy, more principal innovation lines are suggested. Three central issues are discussed. The three issues are: society’s demand for experiences, the company’s effort to produce innovations and technology (by which is meant information and communication technology (ICT)). These issues are crucial to understanding the evolving experience economy and the role and character of innovation in this economy. Finally, whether innovation systems can be found in the experience economy is discussed. Journal: The Service Industries Journal Pages: 431-455 Issue: 4 Volume: 29 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802283139 File-URL: http://hdl.handle.net/10.1080/02642060802283139 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:431-455 Template-Type: ReDIF-Article 1.0 Author-Name: Brita Hermelin Author-X-Name-First: Brita Author-X-Name-Last: Hermelin Title: Producer service firms in globalising cities: the example of advertising firms in Stockholm Abstract: Spaces of flows have become basic processes and elements in the development of space economies and cities. The objective in this study is to understand spaces of flows of advanced producer services. This article focuses on advertising firms in the geographical context of Sweden and Stockholm. The analysis considers advertising activities in the context of globalisation and post-modern economies. The empirical data for this article are derived from secondary sources, including statistics, firm directories, and business journals. The conclusions indicate multi-scalar relations of advertising agencies. Relationships with clients tend to be local or national. At the same time, there are international intra-organisational connections and flows. Advertising activities have consolidated under transnational organisations. Journal: The Service Industries Journal Pages: 457-471 Issue: 4 Volume: 29 Year: 2009 Month: 4 X-DOI: 10.1080/02642060802304828 File-URL: http://hdl.handle.net/10.1080/02642060802304828 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:4:p:457-471 Template-Type: ReDIF-Article 1.0 Author-Name: Damien Broussolle Author-X-Name-First: Damien Author-X-Name-Last: Broussolle Title: Postal services deregulation in the EU, market, social and territorial cohesion issues Abstract: This article focuses on the impact of the full market opening in postal services on social and territorial cohesion. It recalls the specificities of the sector and the distance so far covered by deregulation. It underlines the reasons that induce worries while analysing the territorial issue in France. The current post offices network, although mostly preserved since the Second World War, has been notably extended and actively fosters rural cohesion. A special law has introduced specific territorial obligations. The new competition framework will be uneasy to face for the Universal Service Provider. Journal: The Service Industries Journal Pages: 473-490 Issue: 4 Volume: 29 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311302 File-URL: http://hdl.handle.net/10.1080/02642060802311302 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:473-490 Template-Type: ReDIF-Article 1.0 Author-Name: Ilari Karppi Author-X-Name-First: Ilari Author-X-Name-Last: Karppi Author-Name: Arto Haveri Author-X-Name-First: Arto Author-X-Name-Last: Haveri Title: ‘Publicity’: policy push in the age of privatisation Abstract: This article contributes to the debate on the causes and effects of the public services reform. Even if the results reflect empirical findings and experiences, the conclusions deal more with the principles debated in the public domain on the appropriate division of labour between public and private sectors in service provision and the balance set between the domains of free market and normative regulation. The latter approach has largely marked the development of Nordic welfare societies with service provision as its key element, having faced large-scale public management reforms initiated in the 1990s. A key question asked here is, how and why enterprises get involved in a new kind of regulatory environment that reflects a particular policy push having emerged from the presumed globalisation/privatisation nexus. Journal: The Service Industries Journal Pages: 491-502 Issue: 4 Volume: 29 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802283147 File-URL: http://hdl.handle.net/10.1080/02642060802283147 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:491-502 Template-Type: ReDIF-Article 1.0 Author-Name: Yuksel Ekinci Author-X-Name-First: Yuksel Author-X-Name-Last: Ekinci Author-Name: Philip L. Dawes Author-X-Name-First: Philip L. Author-X-Name-Last: Dawes Title: Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction Abstract: Although implementing the marketing concept can be accomplished through frontline employees in many service firms, very few studies have investigated the relationships between a service provider's personality and important performance outcomes. This article examines how frontline service employee personality traits affect interaction quality and consumer satisfaction from the consumers' point of view. Data were collected from 317 English consumers who had utilised a service from a hotel, airline, or hairdresser. The study found that the three personality traits -- extroversion, conscientiousness, and agreeableness -- had a strong effect on interaction quality. The results confirm the appropriateness of the hierarchical model of employee personality and show that including interaction quality in the model improves the explanation of consumer satisfaction. Journal: The Service Industries Journal Pages: 503-521 Issue: 4 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060802283113 File-URL: http://hdl.handle.net/10.1080/02642060802283113 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:4:p:503-521 Template-Type: ReDIF-Article 1.0 Author-Name: Lin Lin Author-X-Name-First: Lin Author-X-Name-Last: Lin Author-Name: Chieh-Yang Huang Author-X-Name-First: Chieh-Yang Author-X-Name-Last: Huang Title: Optimal size of the financial services industry in Taiwan: a new DEA-option-based merger simulation approach Abstract: In Taiwan the optimal number of financial holding companies (FHCs) has become an economic as well as political concern since 2002. This paper is different from most early papers by focusing solely on the measure of the change in synergies around the mergers of financial services companies, by using the data envelopment analysis and financial option models to simulate pro forma mergers in banking industry and to forecast the optimal number of FHCs in Taiwan. This paper extends the prior researches on optimal number of firms by simultaneously incorporating the concepts of operational efficiency and financial risks into the simulation framework, and using advanced econometric/financial methods to measure them. Results suggest a great potential for restructuring of the financial services industry in Taiwan, where the optimal number of FHCs is most likely to be eight, and 100% of corporate control is recommended as the most efficient form of corporate consolidation given the current states of the financial services industry in Taiwan. Journal: The Service Industries Journal Pages: 523-537 Issue: 4 Volume: 29 Year: 2008 Month: 1 X-DOI: 10.1080/02642060802283121 File-URL: http://hdl.handle.net/10.1080/02642060802283121 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:523-537 Template-Type: ReDIF-Article 1.0 Author-Name: Richard Lee Author-X-Name-First: Richard Author-X-Name-Last: Lee Author-Name: Jamie Murphy Author-X-Name-First: Jamie Author-X-Name-Last: Murphy Author-Name: Esther Swilley Author-X-Name-First: Esther Author-X-Name-Last: Swilley Title: The moderating influence of hedonic consumption in an extended theory of planned behaviour Abstract: This study extended the theory of planned behaviour (TPB) to predict youth’s customer loyalty. Replacing TPB’s traditional subjective norm with a norm from a behaviourally relevant group, the findings supported the model’s predictive efficacy. However, youth’s hedonic consumption moderated the relationships between TPB’s predictors and loyalty. Hedonic consumption increased group interactions, which in turn increased group norm’s influence. Conversely, with low hedonic consumption, attitude and perceived behavioural control were stronger than the group norm. The findings suggested the importance of group norm, particularly with hedonic behaviours enacted in groups. Managerial implications included how to reach youth through hedonic consumption and peer groups. Journal: The Service Industries Journal Pages: 539-555 Issue: 4 Volume: 29 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802287189 File-URL: http://hdl.handle.net/10.1080/02642060802287189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:4:p:539-555 Template-Type: ReDIF-Article 1.0 Author-Name: Szu-Chi Yang Author-X-Name-First: Szu-Chi Author-X-Name-Last: Yang Author-Name: Chiayu Tu Author-X-Name-First: Chiayu Author-X-Name-Last: Tu Author-Name: Suechin Yang Author-X-Name-First: Suechin Author-X-Name-Last: Yang Title: Exploring the solution -- the contextual effect on consumer dissatisfaction and innovativeness in financial service companies Abstract: This study focuses on the context under which consumer dissatisfaction leads to consumer innovativeness as an expression of voice. This study theorises that online facility and investment consultant support leads to consumer dissatisfaction, which consequently results in consumer innovative behaviour. Data was collected from a sampling of 603 consumers and 150 investment consultants across 50 financial service companies. The results from hierarchical linear modelling analyses show that consumer dissatisfaction relates positively to consumer innovativeness when online facility and investment consultant support are present. This study suggests that given the fact that in most companies, some consumers are bound to be dissatisfied with products or services at one time or another, managers should treat such dissatisfaction as an opportunity for encouraging the generation of new and useful ideas rather than viewing it as a problem or nuisance. Journal: The Service Industries Journal Pages: 557-568 Issue: 4 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060802295679 File-URL: http://hdl.handle.net/10.1080/02642060802295679 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:4:p:557-568 Template-Type: ReDIF-Article 1.0 Author-Name: Rebecca Hughes Author-X-Name-First: Rebecca Author-X-Name-Last: Hughes Author-Name: Alan George Hallsworth Author-X-Name-First: Alan George Author-X-Name-Last: Hallsworth Author-Name: Graham Clarke Author-X-Name-First: Graham Author-X-Name-Last: Clarke Title: Testing the effectiveness of the proposed UK ‘competition test’ Abstract: An ongoing inquiry by the UK Competition Commission (CC) -- the Groceries Inquiry -- has covered supplier relationships, landholdings and, controversially, the topic of planning regulations. The latter lies within the remit of the Department for Communities and Local Government. Accordingly, Competition issues now intrude directly into planning since the identity -- fascia -- of a proposed retailer taking a new development had previously been disregarded. The CC has produced a set of guidelines to show how a proposed fascia test might be operationalised. Applying them to hypothesised store locations we find that most pass the test: an outcome that carries interesting political ramifications. Journal: The Service Industries Journal Pages: 569-590 Issue: 5 Volume: 29 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902773823 File-URL: http://hdl.handle.net/10.1080/02642060902773823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:5:p:569-590 Template-Type: ReDIF-Article 1.0 Author-Name: Shumaila Yousafzai Author-X-Name-First: Shumaila Author-X-Name-Last: Yousafzai Author-Name: John Pallister Author-X-Name-First: John Author-X-Name-Last: Pallister Author-Name: Gordon Foxall Author-X-Name-First: Gordon Author-X-Name-Last: Foxall Title: Multi-dimensional role of trust in Internet banking adoption Abstract: Trust has been identified as the key to e-commerce because it is crucial wherever uncertainty and interdependence exist. The strong association between a high level of trust and the banking sector has not yet been fully translated in the electronic world. The aim of this article is to develop and validate a multi-dimensional model of trust for Internet banking. The data are collected through 441 Internet banking users of Halifax Bank of Scotland. Findings suggest that trust and perceived risk are direct antecedents of intention, and trust is a multi-dimensional construct with three antecedents: perceived trustworthiness, perceived security, and perceived privacy. Journal: The Service Industries Journal Pages: 591-605 Issue: 5 Volume: 29 Year: 2007 Month: 5 X-DOI: 10.1080/02642060902719958 File-URL: http://hdl.handle.net/10.1080/02642060902719958 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:591-605 Template-Type: ReDIF-Article 1.0 Author-Name: Lucas G. Papazissimou Author-X-Name-First: Lucas G. Author-X-Name-Last: Papazissimou Author-Name: Antonios Georgopoulos Author-X-Name-First: Antonios Author-X-Name-Last: Georgopoulos Title: Customer-driven philosophy in the banking industry under different ownership status: the case of Greece Abstract: Relationship banking (RB) philosophy has become a topic of increasing importance in strategic marketing management. RB concerns inter alia the applying of customer-driven strategies using advanced information technology. This study investigates RB in the Greek banking industry overall and also under different ownership status (privately owned vs. stated-controlled vs. foreign banks). Based on a wide field of research during the period 2005--2006, indeed, we find that banks in Greece apply the philosophy of RB; however, privately owned and foreign banks implement RB strategies more systematically and effectively in comparison with state-controlled banks. The usefulness of our results is twofold: they satisfactorily justify the considerable growth of the private banking sector in the Greek economy and significantly enrich the service-profit chain of this specific industry. Journal: The Service Industries Journal Pages: 607-620 Issue: 5 Volume: 29 Year: 2007 Month: 4 X-DOI: 10.1080/02642060902720014 File-URL: http://hdl.handle.net/10.1080/02642060902720014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:607-620 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Ling Wang Author-X-Name-First: Mei-Ling Author-X-Name-Last: Wang Title: What makes a good citizen in service settings? Abstract: As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that managers understand the concept of organisational citizenship behaviours and attempt to motivate employees to exhibit such behaviours. This study developed and tested a model of how employees' perception of organisational support affects affective commitment (AC), which contributes to their citizenship behaviours in service settings. Questionnaire data from matched pairs of 318 contact employees and their supervisors demonstrated that both perceived organisational support (POS) and AC play strong, central roles in determining contact employees' exhibition of citizenship behaviours. In addition, AC was found to be an effective mediator linking contact employees' perception of organisational support to their citizenship behaviours. Journal: The Service Industries Journal Pages: 621-634 Issue: 5 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060902720055 File-URL: http://hdl.handle.net/10.1080/02642060902720055 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:5:p:621-634 Template-Type: ReDIF-Article 1.0 Author-Name: Jiunn-Ger Tony Li Author-X-Name-First: Jiunn-Ger Tony Author-X-Name-Last: Li Author-Name: Jai-Ok Kim Author-X-Name-First: Jai-Ok Author-X-Name-Last: Kim Author-Name: So Young Lee Author-X-Name-First: So Young Author-X-Name-Last: Lee Title: An empirical examination of perceived retail crowding, emotions, and retail outcomes Abstract: Crowded retail shopping conditions can result from many shoppers being present during a given time and at a given place, as well as from limited customer space owing to inadequate floor layout design and allocation of fixtures and merchandise on the floor. This study investigated the effects of the perception of human crowding and spatial crowding on consumer shopping behavior through mediation of emotions of pleasure, arousal, dominance, and a feeling of satisfaction in an international market. A store intercept survey was conducted on 554 hypermarket consumers in Taipei, Taiwan. The proposed structural relationships among perceived retail crowding, emotions, and retail outcomes were analyzed by using confirmatory factor analysis and structural equation modeling with Lisrel 8.54. The results of the study demonstrated the effectiveness of the proposed model in delineating the relationships of retail crowding-emotions-satisfaction-retail outcomes under actual retail environments. The study found that while human crowding perceived during shopping at a hypermarket store positively impacted shoppers' feelings rather than negatively, spatial crowding perceived due to high spatial density negatively impacted shoppers' positive emotions. The findings supported the view that retail crowding affected various shopping activities through influencing positive emotions and summary feelings of satisfaction. Managerial implications of the study were also discussed. Journal: The Service Industries Journal Pages: 635-652 Issue: 5 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060902720121 File-URL: http://hdl.handle.net/10.1080/02642060902720121 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:5:p:635-652 Template-Type: ReDIF-Article 1.0 Author-Name: Ricardo Sellers-Rubio Author-X-Name-First: Ricardo Author-X-Name-Last: Sellers-Rubio Author-Name: Juan L. Nicolau-Gonzálbez Author-X-Name-First: Juan L. Author-X-Name-Last: Nicolau-Gonzálbez Title: Assessing performance in services: the travel agency industry Abstract: The aim of this article is to compare different approaches to the evaluation of economic performance in tourism. For the first time in tourism, this article simultaneously applies traditional productivity measures as well as parametric and non-parametric techniques to estimate efficiency and compares the results obtained. The empirical application is carried out on a sample of 567 travel agencies operating in Spain in 2004. The results reveal important differences depending on the methodology employed. Overall, none of the methodologies can be said to be better than the rest. These results highlight the importance of considering different approaches when evaluating performance in tourism. Journal: The Service Industries Journal Pages: 653-667 Issue: 5 Volume: 29 Year: 2007 Month: 5 X-DOI: 10.1080/02642060902720147 File-URL: http://hdl.handle.net/10.1080/02642060902720147 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:653-667 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Bao Lin Author-X-Name-First: Wen-Bao Author-X-Name-Last: Lin Title: Service recovery model: the integrated view Abstract: Through the integrated analytical view of overall cultural values and individual emotional intelligence (EI), psychological empowerment and management involvement, this research explores influences on service recovery. It combines the methods of linear multivariate data analysis and nonlinear fuzzy neural network methods to analyze data and verify the hypotheses. Through an investigation on the subsidiaries of financial groups in Taiwan and Hong Kong, the empirical results showed that the employees with lower EI would be affected by the involvement of management and adopt different service recovery measures; for the employees having traditional eastern cultural values, because of the involvement of management, they would adopt different service recovery measures; when the employees' perceived psychological empowerment level was higher, they were more likely to manage active recovery measures. The characteristic of this research combines the empirical methods of linear multivariate data analysis and the nonlinear fuzzy neural network model. There were rare related studies in the past and in addition, in the comparative studies of the related issues in the past, there were rare focuses on enterprises with different nationalities but sharing the same specific language, which was worthy of further exploration. Journal: The Service Industries Journal Pages: 669-691 Issue: 5 Volume: 29 Year: 2007 Month: 4 X-DOI: 10.1080/02642060902720162 File-URL: http://hdl.handle.net/10.1080/02642060902720162 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:669-691 Template-Type: ReDIF-Article 1.0 Author-Name: Paulo J. Maçãs Nunes Author-X-Name-First: Paulo J. Maçãs Author-X-Name-Last: Nunes Author-Name: Zélia M. Serrasqueiro Author-X-Name-First: Zélia M. Author-X-Name-Last: Serrasqueiro Author-Name: Tiago N. Sequeira Author-X-Name-First: Tiago N. Author-X-Name-Last: Sequeira Title: Profitability in Portuguese service industries: a panel data approach Abstract: Based on various panel models, we study the profitability determinants of Portuguese service industries. The results obtained show that profitability is persistent over time, and that for larger companies with greater growth, a lower level of debt and lower level of fixed assets are more profitable. Considering the results obtained, we can conclude that diversification of activities and motivation as well as the tendency to innovate contribute positively to increased profitability in Portuguese service industries, whereas the need to pay off debt charges periodically harms profitability. The government would be well advised to create special credit channels that would permit the greater growth of Portuguese service industries, especially those most inclined to innovate. Journal: The Service Industries Journal Pages: 693-707 Issue: 5 Volume: 29 Year: 2007 Month: 5 X-DOI: 10.1080/02642060902720188 File-URL: http://hdl.handle.net/10.1080/02642060902720188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:693-707 Template-Type: ReDIF-Article 1.0 Author-Name: Hsien-Jui Chung Author-X-Name-First: Hsien-Jui Author-X-Name-Last: Chung Author-Name: Chun-Chung Chen Author-X-Name-First: Chun-Chung Author-X-Name-Last: Chen Author-Name: Hsuan Lo Author-X-Name-First: Hsuan Author-X-Name-Last: Lo Title: Geographic market entry of Taiwan securities firms Abstract: Geographic market entry is an important method for securities firms to contact customers. It requires securities firms launch operations in unfamiliar locations. This study investigates how geographic market entry varies with size and environmental munificence. It synthesizes multiple theories and hypothesizes that firms of moderate size have more geographic market entry. In addition, the lead in geographic market entry of firms of moderate size over their larger and smaller counterparts increases in more munificent environments. Empirical examination of the geographic market entry behaviors of Taiwan savings securities firms supports the hypotheses. Journal: The Service Industries Journal Pages: 709-721 Issue: 5 Volume: 29 Year: 2007 Month: 5 X-DOI: 10.1080/02642060902720238 File-URL: http://hdl.handle.net/10.1080/02642060902720238 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:5:p:709-721 Template-Type: ReDIF-Article 1.0 Author-Name: Miguel Moital Author-X-Name-First: Miguel Author-X-Name-Last: Moital Author-Name: Roger Vaughan Author-X-Name-First: Roger Author-X-Name-Last: Vaughan Author-Name: Jonathan Edwards Author-X-Name-First: Jonathan Author-X-Name-Last: Edwards Title: Using involvement for segmenting the adoption of e-commerce in travel Abstract: While the adoption of e-commerce in the purchasing of leisure travel is gaining momentum, higher levels of adoption can be achieved if greater knowledge of the market for e-commerce is obtained. This research uses two variables, involvement with computers for leisure purposes and purchasing leisure travel over the Internet, as a means of segmenting the market with regard to the adoption of e-commerce in the purchasing of leisure travel. A sample of residents of a suburban borough of Lisbon (Portugal) was surveyed and hierarchical clustering was performed on 225 usable questionnaires. The four resulting clusters of residents that emerged were quite different from one another in relation to the adoption of e-commerce in the purchasing of leisure travel and in supporting the internal and external validity of the clustering procedure. One segment that has not been reported in the literature before was identified, comprising those who have moderate involvement with both innovations (the moderate enthusiasts). Moreover, the results suggest that individuals in this cluster may be stronger candidates for the adoption of e-commerce in the purchasing of leisure travel that computer fanatics. Journal: The Service Industries Journal Pages: 723-739 Issue: 5 Volume: 29 Year: 2006 Month: 12 X-DOI: 10.1080/02642060902720253 File-URL: http://hdl.handle.net/10.1080/02642060902720253 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:5:p:723-739 Template-Type: ReDIF-Article 1.0 Author-Name: Vicky Browning Author-X-Name-First: Vicky Author-X-Name-Last: Browning Author-Name: Fiona Edgar Author-X-Name-First: Fiona Author-X-Name-Last: Edgar Author-Name: Brendan Gray Author-X-Name-First: Brendan Author-X-Name-Last: Gray Author-Name: Tony Garrett Author-X-Name-First: Tony Author-X-Name-Last: Garrett Title: Realising competitive advantage through HRM in New Zealand service industries Abstract: An emerging source of competitive advantage for service industries is the knowledge, skills and attitudes of their employees. Indeed, achievement of a ‘service quality’ culture, considered imperative for competitive advantage in service organisations, supposedly results from the use of best practice human resource management (HRM), and from a strategic approach to their implementation. This paper empirically explores the use of these dimensions of HRM as a source of competitive advantage. It finds high-performing service organisations actively engage best practices across the areas of recruitment and selection, training and development, communication and team working. Evidence of a strategic approach to the implementation of these practices is also found. Journal: The Service Industries Journal Pages: 741-760 Issue: 6 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060902749237 File-URL: http://hdl.handle.net/10.1080/02642060902749237 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:741-760 Template-Type: ReDIF-Article 1.0 Author-Name: Andrés J. Picazo-Tadeo Author-X-Name-First: Andrés J. Author-X-Name-Last: Picazo-Tadeo Author-Name: Francisco González-Gómez Author-X-Name-First: Francisco Author-X-Name-Last: González-Gómez Author-Name: Francisco J. Sáez-Fernández Author-X-Name-First: Francisco J. Author-X-Name-Last: Sáez-Fernández Title: Accounting for operating environments in measuring water utilities’ managerial efficiency Abstract: In this paper adjusted input-specific scores of technical efficiency are computed for a sample of Spanish water utilities. Performance is adjusted by netting out efficiency scores from the effect of operating environments and statistical noise. The results show that computation of adjusted efficiency scores at the input level manifestly improves the assessment of utilities’ performance in our sample of water utilities. In addition, several environmental variables capable of affecting input-specific technical management are discovered, ownership or demand seasonality among them. Finally, distributions of conventional and adjusted scores of technical performance are found to be statistically different for some inputs. Journal: The Service Industries Journal Pages: 761-773 Issue: 6 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060802190300 File-URL: http://hdl.handle.net/10.1080/02642060802190300 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:761-773 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Carlos Fandos Roig Author-X-Name-First: Juan Carlos Author-X-Name-Last: Fandos Roig Author-Name: Javier Sánchez García Author-X-Name-First: Javier Sánchez Author-X-Name-Last: García Author-Name: Miguel Ángel Moliner Tena Author-X-Name-First: Miguel Ángel Author-X-Name-Last: Moliner Tena Title: Perceived value and customer loyalty in financial services Abstract: Taking into account how expensive it is to maintain customer loyalty programmes, it is necessary to know which aspects of the firm’s service are the ones that really deliver value to the customer. The aim of this paper is to study the relationships between perceived value, satisfaction and consumer loyalty in the financial services market, in order to know which factors are the most important for gaining the customers’ loyalty. A personal survey was made of 200 customers of financial entities, and structural equations models were used to test the relationships posited. Journal: The Service Industries Journal Pages: 775-789 Issue: 6 Volume: 29 Year: 2009 Month: 6 X-DOI: 10.1080/02642060902749286 File-URL: http://hdl.handle.net/10.1080/02642060902749286 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:6:p:775-789 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Bishop Author-X-Name-First: Paul Author-X-Name-Last: Bishop Title: Spatial spillovers and employment growth in the service sector Abstract: This article examines the impact of local knowledge spillovers on employment growth in the service sector at both the theoretical and empirical level. It is argued that, in addition to life cycle and tradability effects, spillovers in services are likely to be strongly influenced by distinctive service characteristics and labour-related factors, which impact on the channels through which spillovers are transmitted. Empirical models of employment growth suggest significant differences in spillover effects between industry and services and across public, private, business and personal services. In particular, many services appear to benefit from spillovers arising from a diverse local economy. Journal: The Service Industries Journal Pages: 791-803 Issue: 6 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060902749310 File-URL: http://hdl.handle.net/10.1080/02642060902749310 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:791-803 Template-Type: ReDIF-Article 1.0 Author-Name: Leonard Paas Author-X-Name-First: Leonard Author-X-Name-Last: Paas Title: Acquisition pattern analysis for evolutionary database marketing Abstract: Insight into the order in which clients acquire products can be important for determining relevant cross-sell offers for the firm's clients and for the development of long-term relationships with clients. Acquisition pattern analysis studies the prototypical orders in which products are acquired. However, previous studies into acquisition patterns were based on survey data. This paper investigates the applicability of acquisition pattern analysis to transactional data, the most commonly available data in business settings. Journal: The Service Industries Journal Pages: 805-812 Issue: 6 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060902749336 File-URL: http://hdl.handle.net/10.1080/02642060902749336 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:805-812 Template-Type: ReDIF-Article 1.0 Author-Name: Cherng G. Ding Author-X-Name-First: Cherng G. Author-X-Name-Last: Ding Author-Name: Kuochung Chang Author-X-Name-First: Kuochung Author-X-Name-Last: Chang Author-Name: Na-Ting Liu Author-X-Name-First: Na-Ting Author-X-Name-Last: Liu Title: The roles of personality and general ethical judgments in intention to not repay credit card expenses Abstract: There are no ‘card slaves’ but only cardholders who cannot meet their obligations. Recently, the issue that people are plagued by huge credit card debt has become more serious in Taiwan. This study proposed a model linking personality traits (locus of control (LOC) and risk-taking propensity), general ethical judgments regarding credit card use, and behavioral intention to not repay credit card expenses. External LOC and risk-taking propensity can predict intention to not repay through ethical judgments. Furthermore, external LOC can directly affect the intention. The model has been empirically justified by using the data collected from 448 credit cardholders in Taiwan (at least 20 years old). Those with ethical judgments of actively benefiting from illegal activities or passively benefiting at the expense of others tend to have an intention to not repay. By understanding the causes of not repaying credit card expenses, financial service providers should be able to effectively reduce card bad debts. In particular, relationship marketing strategies are helpful to mitigate cardholders’ intention to passively not repay. Journal: The Service Industries Journal Pages: 813-834 Issue: 6 Volume: 29 Year: 2006 Month: 7 X-DOI: 10.1080/02642060902749369 File-URL: http://hdl.handle.net/10.1080/02642060902749369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:813-834 Template-Type: ReDIF-Article 1.0 Author-Name: Hokey Min Author-X-Name-First: Hokey Author-X-Name-Last: Min Author-Name: Hyesung Min Author-X-Name-First: Hyesung Author-X-Name-Last: Min Author-Name: Seong Jong Joo Author-X-Name-First: Seong Jong Author-X-Name-Last: Joo Author-Name: Joungman Kim Author-X-Name-First: Joungman Author-X-Name-Last: Kim Title: Evaluating the financial performances of Korean luxury hotels using data envelopment analysis Abstract: In the wake of catastrophic natural disasters and rising threats of terrorism, the hotel industry has been hit hard by declining revenues and increasing competition. To avoid such a downward spiral, the hotel industry should find remedies to make its operations lean and robust. These remedies may include: niche marketing, reduced debt ratio, increased profit margin, and continuous improvement of hotel service quality. These remedies, however, would be of no avail, unless the hotel management finds a way to compare its financial strengths and weaknesses against its competitors. In an effort to help the hotel management enhance its financial efficiency and price leverage in the increasingly competitive hotel industry, this article aims to develop a meaningful set of financial benchmarks that will dictate best practices and shape up a successful hotel business model. Thus, we propose a data envelopment analysis (DEA) that is proven to be useful for measuring the financial efficiency of various profit or non-profit organizations. Using the examples of first-class, luxury hotels in Korea, this article illustrates the usefulness of DEA for the continuous improvement of hotel business practices. Journal: The Service Industries Journal Pages: 835-845 Issue: 6 Volume: 29 Year: 2006 Month: 10 X-DOI: 10.1080/02642060902749393 File-URL: http://hdl.handle.net/10.1080/02642060902749393 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:835-845 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Vázquez Author-X-Name-First: Luis Author-X-Name-Last: Vázquez Title: How passive ownership restrictions affect the rate of franchisee failure Abstract: What variables influence the adoption of passive ownership restrictions in franchise systems and what are the effects of these restrictions on the rate of franchisee failure of such systems? This article shows how standard performance models that do not account for self-selection of these contractual decisions can improperly suggest a negative relationship between the adoption of passive ownership restrictions and a performance outcome of franchise systems -- the rate of franchisee failure. However, models that do account for self-selection of these restrictions indicate that these contractual decisions per se do not affect such a performance outcome. The findings also show that franchise systems with misaligned passive ownership restrictions show a higher rate of franchisee failure than their better-aligned counterparts. Journal: The Service Industries Journal Pages: 847-859 Issue: 6 Volume: 29 Year: 2006 Month: 11 X-DOI: 10.1080/02642060902749419 File-URL: http://hdl.handle.net/10.1080/02642060902749419 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:847-859 Template-Type: ReDIF-Article 1.0 Author-Name: Kuo-Cherh Huang Author-X-Name-First: Kuo-Cherh Author-X-Name-Last: Huang Author-Name: Ning Lu Author-X-Name-First: Ning Author-X-Name-Last: Lu Author-Name: Yi-Hsin Hsu Author-X-Name-First: Yi-Hsin Author-X-Name-Last: Hsu Author-Name: Mei-Ling Sheu Author-X-Name-First: Mei-Ling Author-X-Name-Last: Sheu Author-Name: Che-Ming Yang Author-X-Name-First: Che-Ming Author-X-Name-Last: Yang Author-Name: Yi-Hua Chen Author-X-Name-First: Yi-Hua Author-X-Name-Last: Chen Title: Coping with national health insurance: Strategic behaviours of Taiwan’s hospitals Abstract: The primary goals of this study are to profile the strategic behaviours of Taiwan’s hospitals under the National Health Insurance programme, identify the related factors for such behaviours, and assess the influences of hospitals’ strategic behaviours on their performance. Findings indicate that the most prevalent strategy adopted by hospitals is strategic alliance. The results demonstrate that hospital level is a predictor of strategies employed by hospitals. Furthermore, findings also reveal that although the most embraced strategy by hospitals is strategic alliance, hospital executives perceive that the strategies of focus and differentiation are the ones that exert significantly positive influences on hospital performance. Journal: The Service Industries Journal Pages: 861-873 Issue: 6 Volume: 29 Year: 2006 Month: 10 X-DOI: 10.1080/02642060902749443 File-URL: http://hdl.handle.net/10.1080/02642060902749443 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:6:p:861-873 Template-Type: ReDIF-Article 1.0 Author-Name: Catarina Figueira Author-X-Name-First: Catarina Author-X-Name-Last: Figueira Author-Name: Joseph Nellis Author-X-Name-First: Joseph Author-X-Name-Last: Nellis Title: Bank merger and acquisitions activity in the EU: much ado about nothing? Abstract: This paper investigates the patterns of consolidation within the European banking industry and examines the efficiency of the banks involved in the merger and acquisitions (M&A) activity to determine whether their performance improved as a result of M&A decisions. The performance of these banks is compared with that of other large banks, which have chosen alternative routes of development. The period covered is 1998 to 2004. The findings suggest that banks involved in M&A activity are more efficient after the M&A or when compared with other large banks. Country-specific characteristics appear to play an important role in explaining the results. Journal: The Service Industries Journal Pages: 875-886 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749476 File-URL: http://hdl.handle.net/10.1080/02642060902749476 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:875-886 Template-Type: ReDIF-Article 1.0 Author-Name: Marja Toivonen Author-X-Name-First: Marja Author-X-Name-Last: Toivonen Author-Name: Tiina Tuominen Author-X-Name-First: Tiina Author-X-Name-Last: Tuominen Title: Emergence of innovations in services Abstract: Along with the ‘servicisation’ of society, innovation in services has become a topical issue. However, analytical and detailed discussion about the nature of service innovations and their emergence is only beginning. This article aims to contribute to this discussion through a theoretical analysis supplemented with findings from two empirical case studies. The theories examined are multi-disciplinary including general service theories, general innovation theories and theories linked to new service development and innovation management. The empirical studies have been carried out in Finland in the fields of real estate and construction services and of knowledge-intensive business services. Journal: The Service Industries Journal Pages: 887-902 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749492 File-URL: http://hdl.handle.net/10.1080/02642060902749492 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:887-902 Template-Type: ReDIF-Article 1.0 Author-Name: Tsung-Chi Liu Author-X-Name-First: Tsung-Chi Author-X-Name-Last: Liu Author-Name: Li-Wei Wu Author-X-Name-First: Li-Wei Author-X-Name-Last: Wu Title: Cross-buying evaluations in the retail banking industry Abstract: Is a customer’s past purchase experience of traditional banking products applicable to the continuing purchase of insurance and investment products at a bank branch? Are service attributes used with similar extensions evaluated differently from when used with dissimilar extensions? In response to these questions, this study develops and examines a framework of service attributes (e.g., locational and one-stop shopping convenience, functional and technical service quality, and firm reputation and size) having positive effects on cross-buying. Meanwhile, this study also examines the mediating roles of satisfaction and trust on the relationship between services attributes and cross-buying. Our results indicate that the relative importance of locational convenience and functional service quality is likely to decline, while the relative importance of one-stop shopping convenience and firm size is likely to increase as category dissimilarity increases. Technical service quality and firm reputation only have indirect effects on cross-buying dissimilar product categories through trust. Instead, satisfaction plays the mediating role for cross-buying similar product categories. Our findings reinforce the view that the relative effects of service attributes, satisfaction and trust on cross-buying vary under different category similarity conditions. Journal: The Service Industries Journal Pages: 903-922 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749500 File-URL: http://hdl.handle.net/10.1080/02642060902749500 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:903-922 Template-Type: ReDIF-Article 1.0 Author-Name: R. S. Maull Author-X-Name-First: R. S. Author-X-Name-Last: Maull Author-Name: P. A. Smart Author-X-Name-First: P. A. Author-X-Name-Last: Smart Author-Name: A. Harris Author-X-Name-First: A. Author-X-Name-Last: Harris Author-Name: A. Al-Fatah Karasneh Author-X-Name-First: A. Al-Fatah Author-X-Name-Last: Karasneh Title: An evaluation of ‘fast track’ in A&E: a discrete event simulation approach Abstract: This longitudinal study provides primary evidence on the impact that a fast-track strategy in a hospital Emergency Department has on patient wait time. The study uses a discrete event simulation model to predict output within a variety of triage categories and compares these with post-implementation results. The results of the study indicate a significant reduction in patient wait time with 13.2% of the population waiting longer than 4 h prior to implementation compared with 1.4% post-implementation. However, while this fast-track strategy significantly improves service delivery to patients with minor conditions, service for patients with more acute conditions is not proportionately improved. Journal: The Service Industries Journal Pages: 923-941 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749534 File-URL: http://hdl.handle.net/10.1080/02642060902749534 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:923-941 Template-Type: ReDIF-Article 1.0 Author-Name: Enrique Claver-Cortés Author-X-Name-First: Enrique Author-X-Name-Last: Claver-Cortés Author-Name: Jorge Pereira-Moliner Author-X-Name-First: Jorge Author-X-Name-Last: Pereira-Moliner Author-Name: José F. Molina-Azorín Author-X-Name-First: José F. Author-X-Name-Last: Molina-Azorín Title: Strategic groups and performance in the Spanish hotel sector Abstract: This study uses the strategic group theory to identify business strategies and competitive advantages implemented by Spanish hotels, which are grouped together according to three variables (size, chain affiliation, and category) and the degree of development of the different business strategies. An analysis carried out with the aim of checking the potential existence of significant differences in performance among the strategic groups revealed that the highest performance levels are achieved by larger-sized, chain-affiliated, and higher-category hotels as well as by establishments which base their competitive advantage on category and capacity or size and internal management. Journal: The Service Industries Journal Pages: 943-961 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749567 File-URL: http://hdl.handle.net/10.1080/02642060902749567 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:943-961 Template-Type: ReDIF-Article 1.0 Author-Name: Syi Su Author-X-Name-First: Syi Author-X-Name-Last: Su Author-Name: Mei-Chi Lai Author-X-Name-First: Mei-Chi Author-X-Name-Last: Lai Author-Name: Hao-Chen Huang Author-X-Name-First: Hao-Chen Author-X-Name-Last: Huang Title: Healthcare industry value creation and productivity measurement in an emerging economy Abstract: During the past decade academicians and researchers interested in strategic management have devoted increasing attention to the influence of strategic resources on the organizational competitive advantage and value creation. This work draws upon the recent literature concerning the strategic resources and, more specifically, how this may influence hospital performance in the healthcare industry. This work analyzes the impact of human capital and innovation capability on hospital performance from a resource-based perspective in an emerging economy. The research comprises two stages. During the first stage, a plausible empirical model was developed for exploring the links between contextual variables. To clarify the relation influence of these variables, structural equation modeling was performed to examine the model. During the second stage, the data envelopment analysis model and the bilateral model were developed to analyze the relative efficiency of hospitals and compare productivity among the different hospital ownership groups. Journal: The Service Industries Journal Pages: 963-975 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749625 File-URL: http://hdl.handle.net/10.1080/02642060902749625 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:963-975 Template-Type: ReDIF-Article 1.0 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Hasan Kilic Author-X-Name-First: Hasan Author-X-Name-Last: Kilic Title: The effects of two directions of conflict and facilitation on frontline employees’ job outcomes Abstract: This study investigated the effects of two directions of conflict and facilitation simultaneously on job performance, job satisfaction, and affective organisational commitment based on data obtained from frontline hotel employees in Northern Cyprus. As expected, family--work conflict dimished job performance, while family--work facilitation enhanced job performance. Contrary to our prediction, conflict between work and family domains intensified job performance. The results of the path analysis revealed that work--family facilitation increased job satisfaction, while family--work facilitation triggered affective organisational commitment. The findings pertaining to the relationships between job performance, job satisfaction, and affective organisational commitment were in the hypothesised directions. Also, the results of the confirmatory factor analysis demonstrated that the four-factor model that consisted of work--family conflict, family--work conflict, work--family facilitation, and family--work facilitation was superior compared with other models tested. Implications of the empirical findings and their future research directions are discussed in our study. Journal: The Service Industries Journal Pages: 977-993 Issue: 7 Volume: 29 Year: 2006 Month: 12 X-DOI: 10.1080/02642060902749716 File-URL: http://hdl.handle.net/10.1080/02642060902749716 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:7:p:977-993 Template-Type: ReDIF-Article 1.0 Author-Name: Zheng Gu Author-X-Name-First: Zheng Author-X-Name-Last: Gu Author-Name: Hyunjoon Kim Author-X-Name-First: Hyunjoon Author-X-Name-Last: Kim Title: CEO cash compensation determinants: an empirical examination of US airlines† Abstract: This study empirically investigated the determinants of cash compensation for chief executive officers (CEOs) for US airlines in the post-9.11 period. After an analysis of 53 firm-year observations from 2002 to 2004, we found that the airline CEO cash compensation was positively correlated with the size and revenue efficiency of an airline firm whereas growth, debt use, profitability, and stock performance were irrelevant to the compensation. Larger airlines with better revenue-generating ability tended to offer high cash compensation to their CEOs. Our findings suggest that the pay-for-performance principle has yet to be fully implemented in the airlines industry. To minimize agency problems and enhance the firm value of US airlines, CEO compensation should be based not only on revenue efficiency but also on profitability and stock performance.<fn id="FN0001"> -super-†This work was supported by a Dong-A University research grant. </fn> Journal: The Service Industries Journal Pages: 995-1005 Issue: 7 Volume: 29 Year: 2009 Month: 7 X-DOI: 10.1080/02642060902749823 File-URL: http://hdl.handle.net/10.1080/02642060902749823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:7:p:995-1005 Template-Type: ReDIF-Article 1.0 Author-Name: Baris Yilmazsoy Author-X-Name-First: Baris Author-X-Name-Last: Yilmazsoy Author-Name: Mohammed Saad Author-X-Name-First: Mohammed Author-X-Name-Last: Saad Author-Name: Svetlana Cicmil Author-X-Name-First: Svetlana Author-X-Name-Last: Cicmil Title: Users' perceptions of the free, virtual-only service experience Abstract: Using two stages of large-scale empirical data collection and analysis, this article presents a first attempt to develop a scale (netQ) for measuring the quality of free, virtual-only service experience. In the first stage, based on responses to an online survey, qualitative analysis has been used to identify the service quality items. This was followed by a second survey on webmail services. Exploratory factor analysis revealed the dimensionality of the final scale, which consists of four underlying dimensions: web design, reliability, user assistance, and privacy/security. Directions for further research on online service quality are suggested. Managerial implications are also reported. Journal: The Service Industries Journal Pages: 1007-1019 Issue: 7 Volume: 29 Year: 2006 Month: 12 X-DOI: 10.1080/02642060902749856 File-URL: http://hdl.handle.net/10.1080/02642060902749856 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:7:p:1007-1019 Template-Type: ReDIF-Article 1.0 Author-Name: James F. Devlin Author-X-Name-First: James F. Author-X-Name-Last: Devlin Title: An analysis of influences on total financial exclusion Abstract: A significant number of individuals in the UK use no financial services, whatsoever be the mainstream financial service providers. Such a situation is characterised as ‘total financial exclusion’ and is presently a matter of debate among government, policymakers, consumer groups and industry participants, not least because financial exclusion is seen as closely linked to wider social exclusion. Most previous studies of financial exclusion in the UK have focused upon particular product categories, such as bank accounts or insurance, rather than attempting to isolate important influences on total financial exclusion. This study investigates influences on total financial exclusion using a sample of over 15,000 UK households. Results show that the most important influences on total financial exclusion are educational attainment and the type of housing tenure of the household concerned. Other important influences include household income, employment status and age. Results also show that gender is not significant in explaining total financial exclusion, and regional and ethnic variations are less pronounced. Implications are discussed. Journal: The Service Industries Journal Pages: 1021-1036 Issue: 8 Volume: 29 Year: 2009 Month: 8 X-DOI: 10.1080/02642060902764160 File-URL: http://hdl.handle.net/10.1080/02642060902764160 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:8:p:1021-1036 Template-Type: ReDIF-Article 1.0 Author-Name: Bahtişen Kavak Author-X-Name-First: Bahtişen Author-X-Name-Last: Kavak Author-Name: Canan Demirsoy Author-X-Name-First: Canan Author-X-Name-Last: Demirsoy Title: Identification of adopter categories for online banking in Turkey Abstract: This article reports the results of an investigation of demographic and lifestyle characteristics of adopters of online banking services in Turkey by using the Bass diffusion model. The results of multinominal logistic regression analysis suggest that there are significant differences both in demographic characteristics, such as age and gender, and psychographic characteristics, such as leadership, non-traditionalism, innovativeness, and practicality among the different adopter categories. Thus, new variables such as gender and lifestyle, which have not been investigated in the literature, could be introduced as segmentation variables to develop more effective marketing strategies tailored to each adopter category in online banking services. Journal: The Service Industries Journal Pages: 1037-1051 Issue: 8 Volume: 29 Year: 2006 Month: 10 X-DOI: 10.1080/02642060902764228 File-URL: http://hdl.handle.net/10.1080/02642060902764228 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1037-1051 Template-Type: ReDIF-Article 1.0 Author-Name: Zachary W. Brewster Author-X-Name-First: Zachary W. Author-X-Name-Last: Brewster Author-Name: Christine Mallinson Author-X-Name-First: Christine Author-X-Name-Last: Mallinson Title: Racial differences in restaurant tipping: A labour process perspective Abstract: Considering the increasing proportion of US workers who depend on gratuities for a substantial amount of their income, it is not surprising that a growing body of literature across a variety of disciplines examines the phenomenon of tipping. Only recently, however, have scholars begun to study variation in tipping behaviours across social groups. The bulk of this research focuses on tipping disparities between white and black restaurant patrons in the USA. Two dominant explanations for such disparities have been posited: one locates the source of race-based tipping disparities in the discriminatory behaviour of restaurant servers; the other framework argues that disparities emerge as a result of African-Americans' lack of familiarity with societal norms for tipping. In this paper, we outline and critique the above frameworks and offer an alternative yet complementary framework that explains race-based tipping differentials in terms of server/customer interactions within the broader labour process of restaurant serving. We argue that black--white variation in tipping behaviours persist as a result of utilitarian processes in which service providers attempt to minimize economic uncertainty and occupational powerlessness by withholding subtle forms of service from patrons whom they view to be unpredictable tippers and thus undesirable patrons. It is suggested that this labour process approach extends the scope of analysis of previously posited explanations for the black--white tipping differential to include other social groups that are also thought to be below-average tippers. We conclude by offering several hypotheses and avenues for future research on disparities in tipping behaviours that derive from the labour process approach we present. Journal: The Service Industries Journal Pages: 1053-1075 Issue: 8 Volume: 29 Year: 2006 Month: 1 X-DOI: 10.1080/02642060902764343 File-URL: http://hdl.handle.net/10.1080/02642060902764343 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1053-1075 Template-Type: ReDIF-Article 1.0 Author-Name: Juan L. Nicolau Author-X-Name-First: Juan L. Author-X-Name-Last: Nicolau Author-Name: Francisco J. Más Author-X-Name-First: Francisco J. Author-X-Name-Last: Más Title: Simultaneous analysis of whether and how long to go on holidays Abstract: This article assumes that the decision to go on holiday and the length of stay are nested and non-independent, thus the objective of this study is to propose a two-stage choice process: going on holiday and length of stay. To do this, we rely on the random-parameter logit model, which accounts for the unobserved heterogeneity of individuals and allows representation of different correlation patterns among non-independent alternatives. We propose hypotheses on the effect on the above decisions of individual's characteristics relating to the destination, personal restrictions and socio-demographic and psychographic characteristics. The empirical application, which is carried out in Spain on a sample of 3781 individuals, evidences the proposed two-stage choice process, and that these decisions also explained by individual tourist characteristics. Journal: The Service Industries Journal Pages: 1077-1092 Issue: 8 Volume: 29 Year: 2006 Month: 11 X-DOI: 10.1080/02642060902764467 File-URL: http://hdl.handle.net/10.1080/02642060902764467 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1077-1092 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiang-Fei Luoh Author-X-Name-First: Hsiang-Fei Author-X-Name-Last: Luoh Author-Name: Sheng-Hshiung Tsaur Author-X-Name-First: Sheng-Hshiung Author-X-Name-Last: Tsaur Title: Physical attractiveness stereotypes and service quality in customer--server encounters Abstract: Characteristics of service providers such as gender and physical attractiveness (PA) play a significant role in customer--server encounters. This study explored whether various service quality conditions and PA stereotypes would affect perceptions of service quality in customers of fine dining restaurants in Taiwan. This research also identified the moderating effects of server PA stereotype and PA in-group bias on perceived service quality. A total of 480 subjects participated in the study, which had a 2 × 2 between-subjects factorial design: scenarios of service quality (favourable <italic>vs.</italic> unfavourable) and appearances of server (attractive <italic>vs</italic>. average). The results showed that the customers' perceptions of service quality were enhanced with attractive servers compared with those of average appearances. In addition, the server PA stereotype influenced the customers' perceptions of service quality with regard to responsiveness and assurance dimensions under favourable and unfavourable service quality conditions. Journal: The Service Industries Journal Pages: 1093-1104 Issue: 8 Volume: 29 Year: 2006 Month: 5 X-DOI: 10.1080/02642060902764517 File-URL: http://hdl.handle.net/10.1080/02642060902764517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1093-1104 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Fang Chen Author-X-Name-First: Mei-Fang Author-X-Name-Last: Chen Author-Name: Ling-Huei Wang Author-X-Name-First: Ling-Huei Author-X-Name-Last: Wang Title: The moderating role of switching barriers on customer loyalty in the life insurance industry Abstract: In recent service management literature, researchers have incorporated switching barriers as an important potential influential factor on customer loyalty and found that the impact of customer satisfaction on customer loyalty might vary under different switching barrier conditions. However, switching barriers and their importance in the life insurance service contexts have received little in-depth attention. This study aims to examine the impact of switching barriers as a potential moderator on the complex interrelationships among the antecedents and consequences of customer satisfaction in the life insurance service context. The main findings of this study show that the switching barriers do have a moderating effect and play a crucial role in winning customer loyalty. Journal: The Service Industries Journal Pages: 1105-1123 Issue: 8 Volume: 29 Year: 2006 Month: 9 X-DOI: 10.1080/02642060902764574 File-URL: http://hdl.handle.net/10.1080/02642060902764574 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1105-1123 Template-Type: ReDIF-Article 1.0 Author-Name: Juan L. Nicolau Author-X-Name-First: Juan L. Author-X-Name-Last: Nicolau Title: The smile of the tourist: the relationship between price sensitivity and expenses Abstract: The objective of this study is to test the effect of individual price sensitivity on holiday expenses. In the context of tourism, in such a markedly heterogeneous market, the great diversity of sensitivities to price leads the role it plays to become especially complex. Analysis of price sensitivity allows the analyst to observe how a tourist reacts when facing different product prices and, on the other hand, understanding the determinant factors of holiday expenses is crucial for organizations and destinations to implement their strategies. The methodology applied estimates random coefficient logit models that consider tourist heterogeneity. The empirical application carried out on a sample of 2127 individuals shows that price sensitivity has a non-linear influence on holiday expenditures, drawing a curious smile-shaped effect. The differentiated effect found for price sensitivities has important implications for management, as it confirms the existence of a great diversity of price sensitivities in the market. Therefore, knowing the individual by individual preference structure in terms of prices allows the pricing of the service to each individual (though extreme, it could be possible), as well as the formation of groups of individuals with similar price preferences. This price discrimination is particularly important in that it is based on the preferences of individual people. The estimation of the individual parameters of the utility function of each individual is crucial for management as it reveals consumers’ preference structure and information on each individual is obtained. At a time when individuals are increasingly demanding and insist on service provision adapted to their specific needs, knowledge of the profile of each consumer allows organizations to offer the most suitable services. Journal: The Service Industries Journal Pages: 1125-1134 Issue: 8 Volume: 29 Year: 2006 Month: 12 X-DOI: 10.1080/02642060902764640 File-URL: http://hdl.handle.net/10.1080/02642060902764640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2006:i:8:p:1125-1134 Template-Type: ReDIF-Article 1.0 Author-Name: Juan G. Cegarra-Navarro Author-X-Name-First: Juan G. Author-X-Name-Last: Cegarra-Navarro Author-Name: Maria Teresa Sánchez-Polo Author-X-Name-First: Maria Teresa Author-X-Name-Last: Sánchez-Polo Title: Implementing e-business through eListening in the Spanish information technology industry Abstract: Listening to customers and translating what is heard into an action plan is a mark of a successful organization. This article suggests eListening as the core for the possibility of business performance and illustrates this suggestion with an empirical study. In order to achieve this, we examine the relative importance and significance of e-business and the level of eListening-related performance through an empirical investigation of 285 enterprises in the Spanish information technology industry. The results are then calculated using structural equation modelling validated by factor analysis. This leads to the main conclusion that a major organization's ‘business performance’ is unlikely to be successful without embracing eListening. Journal: The Service Industries Journal Pages: 1135-1149 Issue: 8 Volume: 29 Year: 2007 Month: 1 X-DOI: 10.1080/02642060902764707 File-URL: http://hdl.handle.net/10.1080/02642060902764707 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:8:p:1135-1149 Template-Type: ReDIF-Article 1.0 Author-Name: Barbara Čater Author-X-Name-First: Barbara Author-X-Name-Last: Čater Author-Name: Tomaž Čater Author-X-Name-First: Tomaž Author-X-Name-Last: Čater Title: Emotional and rational motivations for customer loyalty in business-to-business professional services Abstract: The purpose of this study is to add to the body of knowledge on customer loyalty in professional services in business-to-business markets. The authors build on the Industrial Marketing and Purchasing group constructs and relate them to affective commitment, relational benefits and, through these two, to customer loyalty. The results show that trust and social bonds positively influence affective commitment, while adaptation and knowledge transfers positively influence relational benefits. Although both affective commitment as a more emotional construct and relational benefits as a more rational construct positively influence customer loyalty, emotional motivation seems to be much stronger than rational motivation. Theoretical and managerial implications are discussed on the basis of the empirical findings. Journal: The Service Industries Journal Pages: 1151-1169 Issue: 8 Volume: 29 Year: 2007 Month: 1 X-DOI: 10.1080/02642060902764780 File-URL: http://hdl.handle.net/10.1080/02642060902764780 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:8:p:1151-1169 Template-Type: ReDIF-Article 1.0 Author-Name: Jackie Clarke Author-X-Name-First: Jackie Author-X-Name-Last: Clarke Title: Purchased, modified, created: consumer voices in experience gifts Abstract: Gift-giving behaviour is an established topic in consumer research, but little is known about the phenomenon of experiences as gifts. Experience companies are only part of the market; hospitality, tourism, leisure and entertainment providers also have the potential to offer such gifts. Using real-life consumer accounts, this research explores the behaviour associated with purchased, modified and created experience gifts. The findings show that consumers act as adaptors and competitors as well as purchasers, make specific use of information technology and use ‘donor resources’ to convey meaning in ways unappreciated by industry in this wider portrayal of the experience gift sector. Journal: The Service Industries Journal Pages: 1171-1182 Issue: 9 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060701846796 File-URL: http://hdl.handle.net/10.1080/02642060701846796 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1171-1182 Template-Type: ReDIF-Article 1.0 Author-Name: Nan-Hong Lin Author-X-Name-First: Nan-Hong Author-X-Name-Last: Lin Author-Name: Wen-Chun Tseng Author-X-Name-First: Wen-Chun Author-X-Name-Last: Tseng Author-Name: Yu-Chung Hung Author-X-Name-First: Yu-Chung Author-X-Name-Last: Hung Author-Name: David C. Yen Author-X-Name-First: David C. Author-X-Name-Last: Yen Title: Making customer relationship management work: evidence from the banking industry in Taiwan Abstract: Soon after becoming a WTO member, Taiwan found the internationalisation and liberalisation in the financial industry ushered its domestic banks into a new era. In response to this global trend, all its banks strove to rely on customer relationship management (CRM) to enhance customer value (CV). This study aims to probe further into the connection between CV and CRM. A series of examinations revealed that (1) both functional and social value impact customer behaviour directly and positively; (2) customer satisfaction positively and directly affects customer loyalty; (3) a positive and direct relationship exists between customer loyalty and customer behaviour; and (4) the positive and significant relationship between CV and customer behaviour can be developed through mediators such as customer satisfaction and customer loyalty. Consequently, banks should offer their customers different services, products, and marketing channels to meet their diversified needs to cultivate a win-win environment of CRM for both parties. Journal: The Service Industries Journal Pages: 1183-1197 Issue: 9 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701846788 File-URL: http://hdl.handle.net/10.1080/02642060701846788 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1183-1197 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Min Kuo Author-X-Name-First: Chun-Min Author-X-Name-Last: Kuo Title: The dimensions of international hotel employee service attitude and their managerial implications Abstract: The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of international hotel operation. Using exploratory factor analysis, service attitude is divided into four dimensions: problem solving, empathic feeling, enthusiastic service, and friendliness. The results of the study reveal that there are significant differences in satisfaction with customer service among three national sets of tourists by the use of ANOVA. These findings are followed by a discussion of their implications for hotel management in the areas of employee recruitment, training, and motivation, with suggestions on how to improve the various dimensions of hotel employee service attitude and thereby, the corresponding customer satisfaction. Journal: The Service Industries Journal Pages: 1199-1214 Issue: 9 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701847802 File-URL: http://hdl.handle.net/10.1080/02642060701847802 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1199-1214 Template-Type: ReDIF-Article 1.0 Author-Name: Ja-Shen Chen Author-X-Name-First: Ja-Shen Author-X-Name-Last: Chen Author-Name: Russell K.H. Ching Author-X-Name-First: Russell K.H. Author-X-Name-Last: Ching Author-Name: Hung Tai Tsou Author-X-Name-First: Hung Tai Author-X-Name-Last: Tsou Title: Multi-channel store image and the effects on purchase intention Abstract: Consumer practices of purchasing goods and services through multiple channels versus a single channel have become common and reflect a change in purchase behaviours. This study identifies six dimensions of the multi-channel store image and proposes that they have positive effects on purchase intention and consumer characteristics moderate the relationship. A survey questionnaire was developed and administered to shoppers of two bookstores in Taiwan. A structural model tested the direct effects of the multi-channel store image on purchase intention, and that the moderating effects of consumer characteristics. The results suggest that four of the six dimensions -- financial concern, psychosocial concern, time and convenience, and usefulness influence purchase intention. Consumer characteristics (age, gender, education, occupation) did not moderate the relationship. Journal: The Service Industries Journal Pages: 1215-1230 Issue: 9 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701847786 File-URL: http://hdl.handle.net/10.1080/02642060701847786 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1215-1230 Template-Type: ReDIF-Article 1.0 Author-Name: Chung-Yu Wang Author-X-Name-First: Chung-Yu Author-X-Name-Last: Wang Title: Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers Abstract: The current study moves beyond customer-perceived value, service quality, and corporate image and demonstrates that switching barriers are important factors influencing a customer's decision to recommend a service provider to others. This work examines a contingency model between customer-perceived value, service quality, corporate image, and switching barriers. The results indicate that the impact of these parameters on consumers' recommend intentions increases under conditions of high switching barriers. The implications of these results are also discussed. Journal: The Service Industries Journal Pages: 1231-1241 Issue: 9 Volume: 29 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701847810 File-URL: http://hdl.handle.net/10.1080/02642060701847810 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1231-1241 Template-Type: ReDIF-Article 1.0 Author-Name: Dungchun Tsai Author-X-Name-First: Dungchun Author-X-Name-Last: Tsai Author-Name: Hsiao-Ching Lee Author-X-Name-First: Hsiao-Ching Author-X-Name-Last: Lee Title: Demographics, psychographics, price searching and recall in retail shopping Abstract: Retailing environments have gone through physical changes and the Internet revolution which intensifies price search and comparison behaviour, however, what customer characteristics -- demographics or psychographics -- affect price searching and recall? Further, what changes the relationship between the price-searching tendency and price recall? This research develops a framework that integrates the views of the economics of information and psychosocial returns to address these questions. Through point-of-purchase surveys, this study finds that psychographics affect the price-searching tendency directly while demographics do so indirectly through psychographics. In addition, the price-searching tendency has a positive effect on price recall and this relationship is stronger when consumers buy discounted products. Finally, in contrast to previous research, consumers' high tendency to search for price and price recall accuracy and confidence are found. Journal: The Service Industries Journal Pages: 1243-1259 Issue: 9 Volume: 29 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701849881 File-URL: http://hdl.handle.net/10.1080/02642060701849881 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:9:p:1243-1259 Template-Type: ReDIF-Article 1.0 Author-Name: Jehn-Yih Wong Author-X-Name-First: Jehn-Yih Author-X-Name-Last: Wong Author-Name: Sheng-Hshiung Tsaur Author-X-Name-First: Sheng-Hshiung Author-X-Name-Last: Tsaur Author-Name: Chih-Hung Wang Author-X-Name-First: Chih-Hung Author-X-Name-Last: Wang Title: Should a lower-price service offer a full-satisfaction guarantee? Abstract: Although service guarantees have enjoyed wide popularity as marketing tools and brought impressive results for firms, it is still not clear whether different types of service guarantees have similar effects on consumers' pre-purchase evaluations of differently priced services. To answer this question, several hypotheses were formulated and then tested with a 2 × 3 between-subjects factorial design consisting of two price levels (low and high) and three types of service guarantees (none, attribute-specific, and full-satisfaction) in the context of hotel industry in Taiwan. The results indicated that it is beneficial for a higher-price service to employ a full-satisfaction guarantee, due to consumers' higher expected service quality and willingness to buy, and the lower perceived performance risk. In contrast, for lower-price services, an attribute-specific guarantee is recommended because of consumers' higher expected service quality and willingness to buy, and the lower perceived financial risk. The implications of these findings and directions for future research are discussed. Journal: The Service Industries Journal Pages: 1261-1272 Issue: 9 Volume: 29 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801911102 File-URL: http://hdl.handle.net/10.1080/02642060801911102 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:9:p:1261-1272 Template-Type: ReDIF-Article 1.0 Author-Name: Fadzlan Sufian Author-X-Name-First: Fadzlan Author-X-Name-Last: Sufian Title: Sources of TFP growth in the Malaysian Islamic banking sector Abstract: This paper attempts to empirically analyse productivity changes of the Malaysian Islamic banking sector during the period of 2001--2004 by applying the non-parametric Malmquist productivity index method. During the period of study, the empirical findings suggest that the Malaysian Islamic banking sector has exhibited productivity progress during the earlier years before declining during the latter years. The results suggest that foreign banks have exhibited higher productivity levels compared with their domestic counterparts during the earlier years, while the domestic banks’ productivity levels were relatively higher compared with the foreign banks during the latter years. Journal: The Service Industries Journal Pages: 1273-1291 Issue: 9 Volume: 29 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801911128 File-URL: http://hdl.handle.net/10.1080/02642060801911128 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:9:p:1273-1291 Template-Type: ReDIF-Article 1.0 Author-Name: José A. Camacho Author-X-Name-First: José A. Author-X-Name-Last: Camacho Author-Name: Manuel Hernández-Peinado Author-X-Name-First: Manuel Author-X-Name-Last: Hernández-Peinado Title: Family, life cycle and consumption of services: the Spanish case Abstract: This article presents an analysis of service consumption patterns in Spanish homes, based on different stages in the life cycle of a family, using cross-section data from the Encuesta Continua de Presupuestos Familiares (Ongoing Survey of Family Budgets). The study's main objective consists of establishing a taxonomy of services consumed by the home by estimating income elasticity. The results obtained classify services as inferior, necessary and luxury and also point the public sector in the direction of some economic policy measures involving a more balanced distribution of income. Journal: The Service Industries Journal Pages: 1293-1310 Issue: 9 Volume: 29 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801929989 File-URL: http://hdl.handle.net/10.1080/02642060801929989 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:9:p:1293-1310 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Phillips Author-X-Name-First: Paul Author-X-Name-Last: Phillips Title: Guest Editor's introduction: special issue on a new research agenda for hospitality management Journal: The Service Industries Journal Pages: 1311-1315 Issue: 10 Volume: 29 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903026296 File-URL: http://hdl.handle.net/10.1080/02642060903026296 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1311-1315 Template-Type: ReDIF-Article 1.0 Author-Name: Ebrahim Soltani Author-X-Name-First: Ebrahim Author-X-Name-Last: Soltani Author-Name: Pei-Chun Lai Author-X-Name-First: Pei-Chun Author-X-Name-Last: Lai Author-Name: Paul Phillips Author-X-Name-First: Paul Author-X-Name-Last: Phillips Author-Name: Ying-Ying Liao Author-X-Name-First: Ying-Ying Author-X-Name-Last: Liao Title: The triangular supply chain relationship: labour dispatch agencies, hospitality sector, and flexible workers: the Taiwan experience Abstract: Much has been written on the nature of labour flexibility in the Western context and the extent to which it benefits employers in terms securing them cost-effective operations and flexible workers by offering them contingent work arrangements. Absent in this debate has been any examination of the nature and extent of labour flexibility in the non-Western context. This article aims to broaden the debate and examines the current application of labour flexibility practices and its resultant implications in the novel context of Taiwan -- with a particular focus on the hospitality industry. The choice of hospitality industry is in line with the recent CEPD's-super-1 call for labour dispatch agencies to be considered as a promotional service industry among 12 categories of services. Data derived from focus group studies and individual in-depth interviews at four hotels and their partner labour dispatch agencies elicited the triangular relationship among labour dispatch agencies, client hotels, and agency workers. In contrast to previous similar research of the Western context where labour flexibility was primarily seen to secure lower labour costs, it was found that tight managerial control over the flexible workforce plays a crucial role in adopting contingent work arrangements. Moreover, the results indicate that flexible workers are regarded as a cost rather than being considered as the rhetoric of human capital. Journal: The Service Industries Journal Pages: 1317-1339 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026221 File-URL: http://hdl.handle.net/10.1080/02642060903026221 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1317-1339 Template-Type: ReDIF-Article 1.0 Author-Name: Marianna Sigala Author-X-Name-First: Marianna Author-X-Name-Last: Sigala Title: E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support Abstract: Web 2.0 empowers online customers and social networks to engage in e-service processes such as service design, production and marketing. Although the impact of customer participation and inter-customer support on service quality is recognised, e-service quality conceptualisations and measurement models have failed to incorporate the impact of Web 2.0 on e-service delivery. After examining the role of Web 2.0 on customer participation and the gaps of previously developed e-service quality models, an extended e-service quality model is proposed that considers customer participation and inter-customer support in e-service settings. The theoretical and practical implications of the proposed model for website design and management are discussed. Journal: The Service Industries Journal Pages: 1341-1358 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026239 File-URL: http://hdl.handle.net/10.1080/02642060903026239 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1341-1358 Template-Type: ReDIF-Article 1.0 Author-Name: Mark N.K. Saunders Author-X-Name-First: Mark N.K. Author-X-Name-Last: Saunders Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Katharine Riordan Author-X-Name-First: Katharine Author-X-Name-Last: Riordan Title: The management of post-merger cultural integration: implications from the hotel industry Abstract: This paper explores employees' reactions to the management of post-merger cultural integration in the hotel industry. Using a mixed method design incorporating a structured card sort of possible emotions and subsequent in-depth interview, data were collected from 30 head office employees. Findings highlight the importance of the human dynamics of a merger, emphasising the importance of strong leadership, open and honest communication as pre-cursors to integration and suggest the need for a pre-merger cultural audit. Merging two organisations involves the dedication of a remarkable level of resources and activities both before and after the merger and yet, a successful outcome is uncertain and is subject to effective management of cultural integration. Journal: The Service Industries Journal Pages: 1359-1375 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026213 File-URL: http://hdl.handle.net/10.1080/02642060903026213 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1359-1375 Template-Type: ReDIF-Article 1.0 Author-Name: Tommy D. Andersson Author-X-Name-First: Tommy D. Author-X-Name-Last: Andersson Author-Name: Mats Carlbäck Author-X-Name-First: Mats Author-X-Name-Last: Carlbäck Title: Experience accounting: an accounting system that is relevant for the production of restaurant experiences Abstract: Restaurants are clearly part of the experience industry but managers get little information and support from the accounting system in their efforts to create memorable meal experiences for their customers. The objective of this study is to empirically assess how an accounting system can be better aligned with the production of customer experiences. First, total costs are allocated to the production of four major types of experiences in a restaurant: basic food, culinary finesse, atmosphere, and service. This is followed by an analysis of customer evaluations of a meal experience categorised into the same four components. The study is based on empirical accounting data from three restaurants and an explorative study of how their customers evaluate an ideal as well as an actual meal experience they had in that restaurant. Experience evaluations are made in monetary terms, using the contingent valuation method, and the value of an experience can be compared with the cost of producing it. The analysis of the production cost compared with the value created indicate that, on average, the restaurants need to reallocate resources from service and basic food expenses to invest in the interior atmosphere of the restaurant to meet customer expectations. Journal: The Service Industries Journal Pages: 1377-1395 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026270 File-URL: http://hdl.handle.net/10.1080/02642060903026270 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1377-1395 Template-Type: ReDIF-Article 1.0 Author-Name: Caroline Ritchie Author-X-Name-First: Caroline Author-X-Name-Last: Ritchie Author-Name: Felix Ritchie Author-X-Name-First: Felix Author-X-Name-Last: Ritchie Author-Name: Richard Ward Author-X-Name-First: Richard Author-X-Name-Last: Ward Title: How can I drink safely? Perception versus the reality of alcohol consumption Abstract: This article investigates differences between perception and actual consumption of alcohol in young adults within the UK, suggesting that inaccurate information in the public domain may hamper those seeking to drink safely plus the development of moderate drinking cultures. Results confirm that inaccurate information may be preventing the development of safe drinking behaviours among certain groups. In addition, they indicate that some groups choose to ignore safe consumption limits in particular circumstances. Results indicate that many government strategies aimed at reducing unsafe drinking behaviour are inaccurately targeted; changing male public consumption behaviour may trigger changes in female behaviour. Journal: The Service Industries Journal Pages: 1397-1411 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026288 File-URL: http://hdl.handle.net/10.1080/02642060903026288 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1397-1411 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Ching Teng Author-X-Name-First: Chih-Ching Author-X-Name-Last: Teng Author-Name: Clayton W. Barrows Author-X-Name-First: Clayton W. Author-X-Name-Last: Barrows Title: Service orientation: antecedents, outcomes, and implications for hospitality research and practice Abstract: Service orientation has played an important role both in the literature and hospitality organizations. Despite the large amount of research examining service orientation, less research has focused on understanding the concept within the hospitality sector. To fill the void, this article aims to review and summarize previous research between 1980 and 2008 on the primary relationships between service orientation and other constructs; propose a service orientation framework to provide theoretical parsimony to the literature base; explore the managerial implications for the hospitality industry, with special attention given to the evaluation of different service orientation instruments; and make recommendations for a future research agenda. Journal: The Service Industries Journal Pages: 1413-1435 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026247 File-URL: http://hdl.handle.net/10.1080/02642060903026247 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1413-1435 Template-Type: ReDIF-Article 1.0 Author-Name: Chien-Wen Tsai Author-X-Name-First: Chien-Wen Author-X-Name-Last: Tsai Title: The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel Abstract: The main purpose of this study is to clarify the relationship between the employee's emotion management and service behaviour by analysing employees in the international tourist hotel, which involves high degrees of emotional labour that is more complex than in other industries. According to the empirical evidence, the ability of self-emotional appraisal and other's emotional appraisal become the important factors for in-role cooperative service behaviour and extra-role service behaviour. The practices can regard emotion management as the hint to predict applicant's future service behaviour, and take it as a tool to choose staff with good service performance. Journal: The Service Industries Journal Pages: 1437-1449 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026262 File-URL: http://hdl.handle.net/10.1080/02642060903026262 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1437-1449 Template-Type: ReDIF-Article 1.0 Author-Name: Jungkun Park Author-X-Name-First: Jungkun Author-X-Name-Last: Park Author-Name: Hoeun Chung Author-X-Name-First: Hoeun Author-X-Name-Last: Chung Title: Consumers’ travel website transferring behaviour: analysis using clickstream data-time, frequency, and spending Abstract: Using clickstream data, this research aims to predict e-travellers' purchasing behaviours by observing websites transferring phenomena. Clickstream data are useful in predicting e-travellers' behaviours, in that they provide the detailed transactional information that is tracked and recorded [Bucklin, R.E., Lattin, J.M., Ansari, A., Gupta, S., Bell, D., Coupey, E., et al. (2002). Choice and the Internet: From clickstream to research stream. <italic>Marketing Letters</italic>, 13(3), 245--258]. This research proposes that an e-traveller's purchasing behaviour is explained as a function of search motivation and on-site involvement. An e-traveller who deliberately enters a travel website in a direct access manner (i.e. typing the URL) is hypothesized to be linked with a goal-directed search motivation, whereas a referring website transferred consumer (i.e. transferred from other websites) is associated with an exploratory search motive. An e-traveller who approaches a travel website in direct access manner is expected to purchase more in comparison with a website transferred e-traveller. Subsequently, the relationship between situational involvement level and purchasing behaviour as an on-site effect is examined. The website duration and the number of pages viewed within a travel website are linked to the involvement levels (i.e. high <italic>vs.</italic> low) by the dual cognitive paths (i.e. central route <italic>vs.</italic> peripheral route). Lastly, the interaction effect between website transfer and the website duration, the number of pages viewed on the purchased amount, is examined. Using 1190 online panels, hierarchical regression analysis is performed to test the proposed research questions. The results reveal the referring website transferred consumers purchase less than non-site transferred e-travellers. The longer an e-traveller stays on the website and the fewer pages viewed, she or he is more likely to purchase. However, this effect is reversed for the website transferred group of e-travellers. Journal: The Service Industries Journal Pages: 1451-1463 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903026254 File-URL: http://hdl.handle.net/10.1080/02642060903026254 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1451-1463 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Lugosi Author-X-Name-First: Peter Author-X-Name-Last: Lugosi Author-Name: Paul Lynch Author-X-Name-First: Paul Author-X-Name-Last: Lynch Author-Name: Alison Morrison Author-X-Name-First: Alison Author-X-Name-Last: Morrison Title: Critical hospitality management research Abstract: This article discusses the development of critical hospitality management research (CHMR) and explores key issues that such approaches raise. The article is split into two parts. The first reviews contemporary writings that reflect the changing nature of hospitality management research and accounts for the emergence of a critical tradition. The second part identifies eight areas that are central concerns for the future development of CHMR: criticality, ethics and advocacy, scale, claims of legitimacy and research quality, representation, audience, affiliation, institutions and institutional contexts, and the relationship between management research and pedagogy. Associated questions and challenges are surfaced and conclusions drawn. Journal: The Service Industries Journal Pages: 1465-1478 Issue: 10 Volume: 29 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903038879 File-URL: http://hdl.handle.net/10.1080/02642060903038879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1465-1478 Template-Type: ReDIF-Article 1.0 Author-Name: Tak-Kee Hui Author-X-Name-First: Tak-Kee Author-X-Name-Last: Hui Author-Name: David Wan Author-X-Name-First: David Author-X-Name-Last: Wan Title: Who are the online grocers? Abstract: Online grocery sales experienced a surge in Singapore in the early half of 2003 during the SARS outbreak. This research uses the technology acceptance model and some basic demographic variables to study the intended usage of online supermarkets. Based on a sample size of 211 shoppers, it was found that those 21--40 years old have a higher propensity to use the online grocery stores while those having income lower than S$2000 a month have less inclination to make use of e-grocery shopping. The stepwise discriminant analysis shows that two perceived variables, usefulness and ease of use, and two demographic variables, age and income are significant in differentiating the intended customers. Our results are different from past studies, where gender and education were found to be significant. This may be due to the fact that the bulk of the respondents were under 41 years old with at least tertiary education. Journal: The Service Industries Journal Pages: 1479-1489 Issue: 11 Volume: 29 Year: 2007 Month: 6 X-DOI: 10.1080/02642060902793334 File-URL: http://hdl.handle.net/10.1080/02642060902793334 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1479-1489 Template-Type: ReDIF-Article 1.0 Author-Name: Seung-Kyu Rhee Author-X-Name-First: Seung-Kyu Author-X-Name-Last: Rhee Author-Name: June-Young Rha Author-X-Name-First: June-Young Author-X-Name-Last: Rha Title: Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector Abstract: Beyond the existing SERVQUAL-based research, the authors develop an alternative model of public service quality. The various sources of public service quality are explored and a new classification scheme formulated by using critical incidents technique. Four main qualities of public service are identified: process quality, outcome quality, design quality, and relationship quality. The findings suggest that the critical attributes of public service quality for customer satisfaction differ according to the types of customers in the public sector. Final customers (beneficiaries) give priority to the process and outcome qualities, whereas intermediary customers (social workers) have high regard for the design and relationship qualities. Journal: The Service Industries Journal Pages: 1491-1512 Issue: 11 Volume: 29 Year: 2007 Month: 6 X-DOI: 10.1080/02642060902793441 File-URL: http://hdl.handle.net/10.1080/02642060902793441 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1491-1512 Template-Type: ReDIF-Article 1.0 Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Author-Name: Taeshik Gong Author-X-Name-First: Taeshik Author-X-Name-Last: Gong Title: An integrated model of customer social exchange relationship: the moderating role of customer experience Abstract: This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus--organism--response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported. Journal: The Service Industries Journal Pages: 1513-1528 Issue: 11 Volume: 29 Year: 2007 Month: 6 X-DOI: 10.1080/02642060902793474 File-URL: http://hdl.handle.net/10.1080/02642060902793474 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1513-1528 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Bao Lin Author-X-Name-First: Wen-Bao Author-X-Name-Last: Lin Title: Exploration of lead factors affecting service recovery Abstract: This research attempts to explore the influence of empowerment on service recovery from the viewpoint of managers and also to probe into the possible differences in the adoption of service recovery strategies in different corporate cultures. Linear multivariate data analysis and nonlinear fuzzy neural network are combined to analyze data and verify the proposed hypotheses. Through the investigation into Chinese and Western food chain stores, it is shown that the more empowered employees will adopt more active failure recovery strategies; and tougher corporate cultures tend to have passive service recovery strategies, whereas minor corporate cultures tend to have active service recovery strategies. Customer relationship involvement reveals positive influences on the adoption of recovery strategies. The characteristic of this research is that, on the one hand, through the empirical conclusion of the nonlinear fuzzy neural network model, we not only measure the relationship among the variables more precisely, but also have less restrictive conditions. Also, according to organizational management factors, this research proposes and examines the influencing factors affecting service recovery strategies. It explores the responses to service recovery from the viewpoint of internal prevention in the organization, which is different from past research that focussed mostly upon consumers' views. Journal: The Service Industries Journal Pages: 1529-1546 Issue: 11 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902793342 File-URL: http://hdl.handle.net/10.1080/02642060902793342 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1529-1546 Template-Type: ReDIF-Article 1.0 Author-Name: Halil Nadiri Author-X-Name-First: Halil Author-X-Name-Last: Nadiri Author-Name: Jay Kandampully Author-X-Name-First: Jay Author-X-Name-Last: Kandampully Author-Name: Kashif Hussain Author-X-Name-First: Kashif Author-X-Name-Last: Hussain Title: Zone of tolerance for banks: a diagnostic model of service quality Abstract: Service quality has become an increasingly important factor for success and survival in the banking sector. Provision of high-quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, financial performance, and profitability (Cui, C.C., Lewis, B.R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. <italic>International Journal of Bank Marketing</italic>, <italic>21</italic>(4), 191--201.). This paper presents the bank service quality measurement in its extended form. It deals with the concept of ‘zone of tolerance’ in judgments of service quality proposed by Zeithaml, Berry, and Parasuraman (1993, The nature and determinants of customer expectations of service. <italic>Journal of the Academy of Marketing Science</italic>, <italic>21</italic>(1), 1--12.). The ‘zone of tolerance’ is recognized in the service quality literature as representing a range of expectations and an area of acceptable outcomes in service interactions. The present study describes the zone of tolerance for young customers’ service expectations and determines the customer satisfaction level for banks. The study focusses only on the youth market to formulate long-term strategies because young customers tend to keep themselves up to date with latest technological developments. A conceptual model BANKZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations -- ‘desired' and ‘adequate’ -- and that customers use these two types of expectations as a comparison standard in evaluating bank services. The findings reveal that young customers have a narrow zone of tolerance with regard to the services provided by the banks. The results with respect to gap analysis reveal that there was a shortfall in the service quality provided by the banks in the sample, with the largest gap being found in tangibles and empathy of service quality dimensions. The results of exploratory factor analysis reveal that the SERVQUAL model is found to be uni-dimensional in this study. The results, managerial implications, and future research implications are discussed in detail. Journal: The Service Industries Journal Pages: 1547-1564 Issue: 11 Volume: 29 Year: 2007 Month: 6 X-DOI: 10.1080/02642060902793425 File-URL: http://hdl.handle.net/10.1080/02642060902793425 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1547-1564 Template-Type: ReDIF-Article 1.0 Author-Name: Chaur-Shiuh Young Author-X-Name-First: Chaur-Shiuh Author-X-Name-Last: Young Author-Name: Hwan-Yann Su Author-X-Name-First: Hwan-Yann Author-X-Name-Last: Su Author-Name: Shih-Chieh Fang Author-X-Name-First: Shih-Chieh Author-X-Name-Last: Fang Author-Name: Shyh-Rong Fang Author-X-Name-First: Shyh-Rong Author-X-Name-Last: Fang Title: Cross-country comparison of intellectual capital performance of commercial banks in Asian economies Abstract: This study explores the intellectual capital performances of commercial banks in eight Asian economies by applying Pulic's value-added intellectual coefficient method (VAIC-super-™). The results show that after controlling for the influence of loan quality (LQ), fund utilisation (FU), and Asian financial crisis, both physical and human capitals (HCs) are the main factors creating value for banks. From 1996 to 2001, banks in Hong Kong on average had the best intellectual capital performance while those in Thailand improved the most. Further analysis shows that the value-creating efficiency of HC is the major driving force of performance. Journal: The Service Industries Journal Pages: 1565-1579 Issue: 11 Volume: 29 Year: 2007 Month: 6 X-DOI: 10.1080/02642060902793284 File-URL: http://hdl.handle.net/10.1080/02642060902793284 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1565-1579 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Ling Chen Author-X-Name-First: Yi-Ling Author-X-Name-Last: Chen Author-Name: Hung-Chang Chiu Author-X-Name-First: Hung-Chang Author-X-Name-Last: Chiu Title: The effects of relational bonds on online customer satisfaction Abstract: The purpose of this empirical study is to investigate the effects of relational bonds on online customer satisfaction using gender and time horizon as moderators. The findings are three-fold. First, the financial and structural bonds have positive impacts on online shoppers’ satisfaction; however, the social bond does not. Second, the financial, social, and structural bonds have more positive impacts on female, than male, customer satisfaction. Third, the financial bond is more successful in strengthening customer satisfaction for short-term than for long-term customers; however, the structural bond is more important for long-term than for short-term customers. Journal: The Service Industries Journal Pages: 1581-1595 Issue: 11 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902793326 File-URL: http://hdl.handle.net/10.1080/02642060902793326 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1581-1595 Template-Type: ReDIF-Article 1.0 Author-Name: Pei-Chun Lin Author-X-Name-First: Pei-Chun Author-X-Name-Last: Lin Author-Name: Chen-Cheng Chen Author-X-Name-First: Chen-Cheng Author-X-Name-Last: Chen Author-Name: Mei-Hui Song Author-X-Name-First: Mei-Hui Author-X-Name-Last: Song Title: Price dispersion of online air tickets for short distance international routes Abstract: The travel industry is currently experiencing a major transition as distribution channels change in response to developments in information technology. This study investigated whether online travel agents (OTAs) can offer air tickets with different prices given the lower search costs made possible by the Internet. This investigation first examined the hypothesis that price dispersion does not exist in air ticket offerings by OTAs. Hedonic regression models with log-linear form are then built to explain the pricing characteristics of air tickets. After accounting for differences in ticket attributes, ticket prices were found to vary by as much as 1.859% across OTAs. In other words, different OTAs were offering identical tickets at different prices. Statistically, significant interaction effects existed between airlines and OTAs, suggesting that travelers with specific airline preferences should expect to find different prices on different OTAs, even when ticket attributes are identical. This work thus revealed imperfections in the online air ticket market. It is therefore necessary for fare conscious air travelers to search different web services provided by OTAs to locate the best deal. Journal: The Service Industries Journal Pages: 1597-1613 Issue: 11 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902793367 File-URL: http://hdl.handle.net/10.1080/02642060902793367 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1597-1613 Template-Type: ReDIF-Article 1.0 Author-Name: Avinandan Mukherjee Author-X-Name-First: Avinandan Author-X-Name-Last: Mukherjee Author-Name: Mary Beth Pinto Author-X-Name-First: Mary Beth Author-X-Name-Last: Pinto Author-Name: Neeru Malhotra Author-X-Name-First: Neeru Author-X-Name-Last: Malhotra Title: Power perceptions and modes of complaining in higher education Abstract: This study examines the relationship between student perceptions of different types of educator power and different modes of student complaining behaviour in the case of university education. A large sample of marketing students in the business school responded to the study from a state university in Northeastern United States. Factor analysis and canonical correlation analysis are used to explore the relationships between five bases of power perceptions (referent, expert, reward, legitimate, and punishment) and four modes of complaining behaviour (voice, negative word of mouth, third party, and exit). The results indicate that students engage in different modes of complaining as they perceive different types of educator power. The predominant complaining mode is found to be voice under referent or expert power, third party under legitimate power, and exit under reward or punishment power. Our findings offer important implications for student satisfaction, retention, and completion rates in higher education. Journal: The Service Industries Journal Pages: 1615-1633 Issue: 11 Volume: 29 Year: 2007 Month: 10 X-DOI: 10.1080/02642060902793383 File-URL: http://hdl.handle.net/10.1080/02642060902793383 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:11:p:1615-1633 Template-Type: ReDIF-Article 1.0 Author-Name: Xavier Vence Author-X-Name-First: Xavier Author-X-Name-Last: Vence Author-Name: Alexandre Trigo Author-X-Name-First: Alexandre Author-X-Name-Last: Trigo Title: Diversity of innovation patterns in services Abstract: Recently, literature on innovation in service activities has increased significantly. Much effort has been concentrated on understanding the importance of innovation for these activities, and on stressing innovative differences relative to the manufacturing innovation model. However, a deeper understanding is needed in three main areas: the degree of innovation heterogeneity among different service activities, the factors that explain this heterogeneity, and the primary drivers of the innovation process for each activity. Using results from the Third Community Innovation Survey, this paper aims to identify the extent to which there are similarities and differences in the main innovation attributes in four important service sub-sectors. After describing the characteristics of innovation and the behavior of variables in the sub-sectors, a typology of innovation patterns is identified. Journal: The Service Industries Journal Pages: 1635-1657 Issue: 12 Volume: 29 Year: 2008 Month: 9 X-DOI: 10.1080/02642060902793631 File-URL: http://hdl.handle.net/10.1080/02642060902793631 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2008:i:12:p:1635-1657 Template-Type: ReDIF-Article 1.0 Author-Name: Ana B. Casado-Díaz Author-X-Name-First: Ana B. Author-X-Name-Last: Casado-Díaz Author-Name: Juan L. Nicolau-Gonzálbez Author-X-Name-First: Juan L. Author-X-Name-Last: Nicolau-Gonzálbez Title: Explaining consumer complaining behaviour in double deviation scenarios: the banking services Abstract: Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in marketing literature. The crucial question is what happens after these critical encounters, which behaviour or set of behaviours the customers are prone to follow and how customers' perceptions of the firm's recovery efforts influence these behaviours. For the analysis of choice of the type of response (no action, complaining, exit, and complaining and exit), we estimate ordered probit models. The results of our study show that the magnitude of service failure, recovery strategies, distributive and procedural justice, recovery-related emotions and satisfaction with service recovery have a significant effect on customers' choice of the type of response, the latter showing the highest impact. Implications from the findings are offered. Journal: The Service Industries Journal Pages: 1659-1668 Issue: 12 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902793524 File-URL: http://hdl.handle.net/10.1080/02642060902793524 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1659-1668 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Cheng Lee Author-X-Name-First: Yu-Cheng Author-X-Name-Last: Lee Author-Name: Jih-Kuang Chen Author-X-Name-First: Jih-Kuang Author-X-Name-Last: Chen Title: A new service development integrated model Abstract: Several scholars have proposed a new service development (NSD) process but the failure rate of NSD is high, due to the lack of an efficient development process and customer orientation and input. Quality function deployment (QFD) is one of the structured methodologies that is used to translate customer needs into specific quality development, but the effect should be improved, especially when used in service industries applications. This research integrated Kano's model with QFD to categorize the attitude, and proposed a revised improved ratio to strengthen the rise in customer satisfaction, then through the revised gap model the gaps are evaluated to provide an indicator to the manager about the importance, priority and direction of the service development. Two illustrative cases are applied to this research, which proves the obvious contribution of this integrated model. Journal: The Service Industries Journal Pages: 1669-1686 Issue: 12 Volume: 29 Year: 2009 Month: 12 X-DOI: 10.1080/02642060902793573 File-URL: http://hdl.handle.net/10.1080/02642060902793573 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2009:i:12:p:1669-1686 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin Hsin Chang Author-X-Name-First: Hsin Hsin Author-X-Name-Last: Chang Author-Name: Ya Ming Liu Author-X-Name-First: Ya Ming Author-X-Name-Last: Liu Title: The impact of brand equity on brand preference and purchase intentions in the service industries Abstract: The antecedents of brand equity are considered to be brand attitude and brand image, and the consequences of brand equity are considered to be brand preference and purchase intentions. This study concentrates on service brands, selecting 18 from 3 service categories. A structural equation model is presented. Not only does it show a good fit with the research constructs but also the relationships between brand image and brand equity, and brand attitude and brand equity. The impact of brand equity on customer preference and purchase intentions is confirmed as well, which tends to validate the proposed research framework. Journal: The Service Industries Journal Pages: 1687-1706 Issue: 12 Volume: 29 Year: 2007 Month: 3 X-DOI: 10.1080/02642060902793557 File-URL: http://hdl.handle.net/10.1080/02642060902793557 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1687-1706 Template-Type: ReDIF-Article 1.0 Author-Name: José M. Barrutia Author-X-Name-First: José M. Author-X-Name-Last: Barrutia Author-Name: Jon Charterina Author-X-Name-First: Jon Author-X-Name-Last: Charterina Author-Name: Ainhize Gilsanz Author-X-Name-First: Ainhize Author-X-Name-Last: Gilsanz Title: E-service quality: an internal, multichannel and pure service perspective Abstract: This article contributes to the emerging e-service quality literature by adopting a different approach to the dominant focus in previous research. The work centres on the internal perspective of organisation, studies the pure service sector and subjects the personal sales channel and the Internet channel to joint examination. A new conceptual framework is proposed via an adaptation of the service pyramid model [Parasuraman, A. (1996). <italic>Understanding and leveraging the role of customer service in external interactive and internal marketing</italic>. Paper presented at the 1996 Frontiers in Services Conference, Nashville, TN], and employee-orientated internal marketing and technology-orientated internal marketing are analysed as integrated drivers of commercial performance, within the context of retail banking in Spain. The results suggest that both marketing activities constitute part of a coherent strategy that is geared towards making and meeting service promises, within a multichannel perspective, and is associated with high commercial performance. Journal: The Service Industries Journal Pages: 1707-1721 Issue: 12 Volume: 29 Year: 2007 Month: 3 X-DOI: 10.1080/02642060902793508 File-URL: http://hdl.handle.net/10.1080/02642060902793508 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1707-1721 Template-Type: ReDIF-Article 1.0 Author-Name: Jen-Te Yang Author-X-Name-First: Jen-Te Author-X-Name-Last: Yang Title: Individual attitudes to learning and sharing individual and organisational knowledge in the hospitality industry Abstract: The purpose of this study was to test hypotheses about the role of demographic variables in differentiating attitudes towards learning and knowledge sharing and to explore individually preferred media for knowledge sharing and obstacles to knowledge sharing. The study of the 499 respondents working in international tourist hotels in Taiwan shows that the most popular approach that was used to share knowledge was a conversation medium, but that insufficient time was allowed for this to occur. The study concludes that a majority of the respondents, including top managers in the researched hotels, shared operational knowledge. The results here suggest that it could be helpful for top management staff to put more effort into sharing strategic knowledge for the creation of future competitive advantage, rather than engaging in daily routines, i.e. a more strategic focus for the whole hotel would improve long-term success. Journal: The Service Industries Journal Pages: 1723-1743 Issue: 12 Volume: 29 Year: 2007 Month: 2 X-DOI: 10.1080/02642060902793490 File-URL: http://hdl.handle.net/10.1080/02642060902793490 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1723-1743 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra-Navarro Author-X-Name-First: Juan Gabriel Author-X-Name-Last: Cegarra-Navarro Author-Name: Jose-Rodrigo Cordoba-Pachon Author-X-Name-First: Jose-Rodrigo Author-X-Name-Last: Cordoba-Pachon Author-Name: Gonzalo Wandosell Fernandez de Bobadilla Author-X-Name-First: Gonzalo Wandosell Author-X-Name-Last: Fernandez de Bobadilla Title: Creating environmental knowledge through ‘green communities’ in the Spanish pharmaceutical industry Abstract: Using a knowledge-based perspective, the goal of this article is to demonstrate the relevance of environmental knowledge (EK) in the creation of customer capital (CC) and explore how organizations can create such a type of knowledge via ‘green communities’. We first describe the nature of such communities. We validate the relationships between CC and EK through an empirical investigation of 225 sellers (front-line contact people) in the Spanish pharmaceutical industry. This empirical study also suggests the development of ‘green’ communities, and shows how they can facilitate the emergence, retention, and transfer of the EK via customer relations. Journal: The Service Industries Journal Pages: 1745-1761 Issue: 12 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902798663 File-URL: http://hdl.handle.net/10.1080/02642060902798663 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1745-1761 Template-Type: ReDIF-Article 1.0 Author-Name: Jui-Min Li Author-X-Name-First: Jui-Min Author-X-Name-Last: Li Author-Name: Jen-Shou Yang Author-X-Name-First: Jen-Shou Author-X-Name-Last: Yang Author-Name: Hsin-Hsi Wu Author-X-Name-First: Hsin-Hsi Author-X-Name-Last: Wu Title: Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers Abstract: This article classifies service into six typologies based on perceived risks and degree of customisation. From the literature, appropriate industries are selected for carrying out two studies. In the first study, interviews and observations were used to collect organisational perspective data needed for sorting out competency differences between frontline employees belonging to various service typologies. The second study, done from the perspectives of customers, adopts the use of questionnaires derived from Study 1. Of the 2060 questionnaires retrieved, 1120 valid questionnaires were obtained. Data were subjected to data triangulation, followed by a discussion and the proposal of managerial implications. Journal: The Service Industries Journal Pages: 1763-1778 Issue: 12 Volume: 29 Year: 2007 Month: 2 X-DOI: 10.1080/02642060902793664 File-URL: http://hdl.handle.net/10.1080/02642060902793664 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1763-1778 Template-Type: ReDIF-Article 1.0 Author-Name: Chen-Tsang (Simon) Tsai Author-X-Name-First: Chen-Tsang (Simon) Author-X-Name-Last: Tsai Author-Name: Ching-Shu Su Author-X-Name-First: Ching-Shu Author-X-Name-Last: Su Title: Service failures and recovery strategies of chain restaurants in Taiwan Abstract: This study utilised the critical incident technique to study service failure and recovery strategies in chain restaurants. A total of 431 incidents were collected and classified. The analytical results identified the most common categories as being service failure and recovery strategy. It also demonstrates that consumers were unable to recognise high-quality service and high-consistency products in chain restaurants. Additionally, appropriate recovery strategies were proposed to assist restaurateurs in reducing service failure. A number of conclusions and recommendations regarding practice and future research are made. Journal: The Service Industries Journal Pages: 1779-1796 Issue: 12 Volume: 29 Year: 2007 Month: 9 X-DOI: 10.1080/02642060902793599 File-URL: http://hdl.handle.net/10.1080/02642060902793599 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1779-1796 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Mas-Verdu Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdu Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Author-Name: Salvador Roig Dobón Author-X-Name-First: Salvador Roig Author-X-Name-Last: Dobón Title: Government policies and services: an approach to the international context Abstract: This special issue analyses the relationship between services and industrial policy. Such a relationship covers a wide variety of aspects, going from measures designed to ensure the competential framework within which business activities are carried out, up to actions aimed at enabling structural change in service industries, with the incorporation of innovation as the essential factor for competitiveness. Two trends can currently be discerned. On the one hand, there is a growing tendency towards the decentralisation and specificity of public policy related to service industries. On the other, indirect actions aimed at strengthening the institutional context (technological infrastructures, consultancy services, etc.) in which productive activity occurs are presently receiving a good deal of attention from policy makers. Journal: The Service Industries Journal Pages: 1-10 Issue: 1 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802389506 File-URL: http://hdl.handle.net/10.1080/02642060802389506 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:1-10 Template-Type: ReDIF-Article 1.0 Author-Name: Gary L. Simon Author-X-Name-First: Gary L. Author-X-Name-Last: Simon Author-Name: Dianne H.B. Welsh Author-X-Name-First: Dianne H.B. Author-X-Name-Last: Welsh Title: International professional service firms: how do they affect government policy? Abstract: Professional services firms (PSFs) engaged in international operations present a unique challenge for governments. They directly and indirectly affect governmental policies and the agencies that enforce these policies through policy development, problem solving, and implementation. Yet, governments that seek to advance rational, forward thinking public policy have little, if any, regulatory control over the input and influence of these professional experts. International professional service firms face an increasingly competitive marketplace and complex challenges that demand skill sets that are markedly different from those characteristically required of consumer service companies. This study identifies the qualities of the best performing PSFs that engage clients worldwide. Implications are discussed for governments to ensure the greater public good. Journal: The Service Industries Journal Pages: 11-23 Issue: 1 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802238505 File-URL: http://hdl.handle.net/10.1080/02642060802238505 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:11-23 Template-Type: ReDIF-Article 1.0 Author-Name: Mahesh Sarma Author-X-Name-First: Mahesh Author-X-Name-Last: Sarma Author-Name: Venni Venkata Krishna Author-X-Name-First: Venni Venkata Author-X-Name-Last: Krishna Title: State and the software: public policies in the shaping of the Indian software sector Abstract: This paper attempts to argue that the emergence of a diverse and dominant software (SW) services industry in India is facilitated to a large extent by the range of policies and initiatives undertaken by the Indian State. In addition to a series of sector-specific policy initiatives and promotional schemes, the positive interplay among the trade, technological and tariff policies did contribute to the emergence of the SW services sector. The authors also argue that the overall liberalisation project initiated in the early 1990s, by way of initiating a distinct export orientation to economic thinking, did contribute to the sector's emergence. Journal: The Service Industries Journal Pages: 25-42 Issue: 1 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802389498 File-URL: http://hdl.handle.net/10.1080/02642060802389498 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:25-42 Template-Type: ReDIF-Article 1.0 Author-Name: Victor Martinez-Gomez Author-X-Name-First: Victor Author-X-Name-Last: Martinez-Gomez Author-Name: Amparo Baviera-Puig Author-X-Name-First: Amparo Author-X-Name-Last: Baviera-Puig Author-Name: Francisco Mas-Verdú Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdú Title: Innovation policy, services and internationalisation: the role of technology centres Abstract: Globalisation compels firms to undertake internationalisation strategies in different ways. Recent research explains that part of a firm's international potential depends upon its networks. Technology centres play a key role in these networks: they belong to the territorial innovation system and supply knowledge-intensive services. The empirical evidence contained here shows a positive association between the use of services provided by technology centres and exportation, especially in the case of firms operating in R&D-intensive sectors. Journal: The Service Industries Journal Pages: 43-54 Issue: 1 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802398101 File-URL: http://hdl.handle.net/10.1080/02642060802398101 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:43-54 Template-Type: ReDIF-Article 1.0 Author-Name: Cristina Martinez-Fernandez Author-X-Name-First: Cristina Author-X-Name-Last: Martinez-Fernandez Title: Knowledge-intensive service activities in the success of the Australian mining industry Abstract: No other industry in Australia has achieved a greater significance in economic development terms as mining. The mineral industries have built a national infrastructure throughout Australia for more than a century and Australia's minerals boom has produced generations of mining technology services (MTS) companies. This paper discusses the role of MTS firms in the transformation of the mining industry into the knowledge economy. Results from a study of Australian MTS and mining firms suggest that innovation results from the interaction of these firms through knowledge-intensive service activities. Journal: The Service Industries Journal Pages: 55-70 Issue: 1 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802317820 File-URL: http://hdl.handle.net/10.1080/02642060802317820 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:55-70 Template-Type: ReDIF-Article 1.0 Author-Name: Anmari Viljamaa Author-X-Name-First: Anmari Author-X-Name-Last: Viljamaa Author-Name: Jari Kolehmainen Author-X-Name-First: Jari Author-X-Name-Last: Kolehmainen Author-Name: Jari Kuusisto Author-X-Name-First: Jari Author-X-Name-Last: Kuusisto Title: For and against? An exploration of inadvertent influences of policies on KIBS industries in the Finnish policy setting Abstract: Knowledge-intensive business services (KIBS) are a key sector in any knowledge economy, and as such they are subject to multiple policy influences. This article considers the inadvertent impacts of policies on KIBS, using examples drawn from the policy setting in Finland. The key elements of the policy environment are described, with particular attention to innovation policy and small and medium enterprise support policies. The direct and indirect effects of public policies on KIBS are explored with particular attention to effects on innovativeness. The role of research and training organisations as a semi-competitor of KIBS is highlighted. The examples analysed suggest that policy has simultaneously both positive and negative impacts on the innovativeness of KIBS industries. Journal: The Service Industries Journal Pages: 71-84 Issue: 1 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802238513 File-URL: http://hdl.handle.net/10.1080/02642060802238513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:71-84 Template-Type: ReDIF-Article 1.0 Author-Name: Vicente Safón Author-X-Name-First: Vicente Author-X-Name-Last: Safón Title: Promotion of service industries by means of entry restriction: the case of operators in the slot machine industry Abstract: This article examines the effects of government policy on entry restriction for firms within a specific market of the Spanish gambling industry. Spain is an ideal economic region for studying this topic, as it allows for the analysis of quasi-identical populations exposed to different regulatory regimes. In Spain, gaming legislation is determined at the autonomous community level (state level), where differences across states within a single country are of particular interest. This paper analyses the performance of slot machine operators in three autonomous communities, each with different policies with regard to entry restriction. Fifty-eight firms were analysed using multiple regression, and we have concluded that, if prices are controlled, entry restriction may also have positive effects on its incumbents. The results are particularly interesting for countries or states within nations that are considering an increase or reduction in market regulation and who wish to predict the outcomes of these markets for operators. Journal: The Service Industries Journal Pages: 85-97 Issue: 1 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802252043 File-URL: http://hdl.handle.net/10.1080/02642060802252043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:85-97 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Abreu Author-X-Name-First: Maria Author-X-Name-Last: Abreu Author-Name: Vadim Grinevich Author-X-Name-First: Vadim Author-X-Name-Last: Grinevich Author-Name: Michael Kitson Author-X-Name-First: Michael Author-X-Name-Last: Kitson Author-Name: Maria Savona Author-X-Name-First: Maria Author-X-Name-Last: Savona Title: Policies to enhance the ‘hidden innovation’ in services: evidence and lessons from the UK Abstract: More than 75% of the UK economy is based on services. Knowledge-based services generate more than five times as much value added for the UK economy as advanced manufacturing. Yet, there are persistent gaps in understanding the innovative performance of services. Using Fourth UK Community Innovation Survey (CIS4) data and the results of a detailed case study analysis, this article helps to fill this gap by analysing what innovation in services means and how it can be measured. The traditional indicators of innovation inputs (such as levels of R&D expenditures) and innovation outputs (such as the number of patents) suggest that services are less innovative than other branches of the economy. We take into account a larger spectrum of innovation indicators, both in terms of innovation inputs and outputs, to analyse whether the intensity, nature and economic impact of innovation significantly varies between the manufacturing and service sectors in UK, and between different parts of the services sector such as knowledge-intensive business services and traditional services. The results of the empirical analysis identify the ‘hidden parts’ of innovation in services, that is, the innovative activities and successful innovative outputs that are traditionally underestimated by the use of metrics based on R&D and patents. We suggest a wide range of policy measures specifically targeted at enhancing innovation in services; the UK service economy needs more focus on learning and the training of personnel, and a new balance of policy to support both R&D and non-R&D innovation activities. Journal: The Service Industries Journal Pages: 99-118 Issue: 1 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802236160 File-URL: http://hdl.handle.net/10.1080/02642060802236160 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:99-118 Template-Type: ReDIF-Article 1.0 Author-Name: David Urbano Author-X-Name-First: David Author-X-Name-Last: Urbano Author-Name: Nuria Toledano Author-X-Name-First: Nuria Author-X-Name-Last: Toledano Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Title: Support policy for the tourism business: a comparative case study in Spain Abstract: It is now well known that service industries, and especially the tourism sector, significantly contribute to economic and social development in the European Union. Intrinsic to the growth of the tourism industry has been the public interventions that, directly or indirectly, have facilitated the development of this sector. In this context, this paper aims to contribute to the knowledge on the design and implementation process of support policies for tourism businesses in Spain, using institutional economics as the theoretical framework. Based on a comparative case study, the article shows that despite the relevance of the legal system, the most important factors for the promotion of the tourism business are the socio-cultural ones. Journal: The Service Industries Journal Pages: 119-131 Issue: 1 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802252050 File-URL: http://hdl.handle.net/10.1080/02642060802252050 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:119-131 Template-Type: ReDIF-Article 1.0 Author-Name: C. Annique Un Author-X-Name-First: C. Annique Author-X-Name-Last: Un Author-Name: Angeles Montoro-Sanchez Author-X-Name-First: Angeles Author-X-Name-Last: Montoro-Sanchez Title: Public funding for product, process and organisational innovation in service industries Abstract: Innovation is important for the competitive advantage of firms, especially for service firms. We argue that public funding, such as that from national and international agencies, is likely to have a positive influence on firms' innovations by complementing private funding, such as that from foreign and/or domestic firms and organisations. Unlike manufacturing firms, service firms tend to lack complementary resources for innovation; therefore, the additional funding from public sources enables them to acquire the necessary resources for innovation. Empirical results support our arguments. Journal: The Service Industries Journal Pages: 133-147 Issue: 1 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802252035 File-URL: http://hdl.handle.net/10.1080/02642060802252035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:1:p:133-147 Template-Type: ReDIF-Article 1.0 Author-Name: Elizabeth Hemphill Author-X-Name-First: Elizabeth Author-X-Name-Last: Hemphill Title: Investigation of agency agreement formation: new opportunities for marketing relationship development in service industries Abstract: This paper examines agent--principal agreements that prevail in marketing structures. Structural equation modeling reveals a new positioning of the relative importance of antecedents in agreement formation for two agency contexts (recruitment consultants and real estate agents). The insignificance of negotiation in agreement formation deviates from services marketing relationship models in which negotiation pre-empts commitment. A close coupling of agent attributes and information disclosure similarly positions business and consumer exchanges, contrary to sales literature. As agreement formation is not directly determined by any single event, management should not focus on outcome-based metrics for process refinement. Journal: The Service Industries Journal Pages: 149-169 Issue: 2 Volume: 30 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802116347 File-URL: http://hdl.handle.net/10.1080/02642060802116347 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:149-169 Template-Type: ReDIF-Article 1.0 Author-Name: Ming-Hsiang Chen Author-X-Name-First: Ming-Hsiang Author-X-Name-Last: Chen Author-Name: Chao-Ning Liao Author-X-Name-First: Chao-Ning Author-X-Name-Last: Liao Author-Name: Shi-Shen Huang Author-X-Name-First: Shi-Shen Author-X-Name-Last: Huang Title: Effects of shifts in monetary policy on hospitality stock performance Abstract: This study investigates the effects of changes in monetary policy on the stock performance of hospitality firms (airlines, hotels, restaurants and tourism firms) in Hong Kong. Changes in the monetary policy environment are measured by changes in the discount rate. Among the four hospitality sectors, hotel and tourism stocks exhibit a higher mean return and reward-to-risk ratio during expansive monetary periods. Regression test results also support the contention that different monetary policy circumstances have significant influences on the hotel and tourism stock performance. Lastly, a market timing investment strategy is proposed for hospitality stock investors to allocate their portfolios between hospitality stocks and risk-free assets according to movements in monetary policy environments. Following this market timing investment strategy, hospitality stock investors can significantly improve investment performance by achieving higher returns and lower risk. Journal: The Service Industries Journal Pages: 171-184 Issue: 2 Volume: 30 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802126684 File-URL: http://hdl.handle.net/10.1080/02642060802126684 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:171-184 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Hua Chien Author-X-Name-First: Shu-Hua Author-X-Name-Last: Chien Author-Name: Jyh-jye Chen Author-X-Name-First: Jyh-jye Author-X-Name-Last: Chen Title: Supplier involvement and customer involvement effect on new product development success in the financial service industry Abstract: This research investigates the relationship between customer involvement, supplier involvement, cross-functional department integration, and new product development (NDP) in the financial services industry. A survey tool was constructed and pre-tested. A total of 125 effective questionnaires distributed to financial services firms in Taiwan were returned. We found that customer involvement has a significant positive effect on the NPD process and on cross-functional integration, whereas cross-functional integration has a significant positive effect on the NPD process. Journal: The Service Industries Journal Pages: 185-201 Issue: 2 Volume: 30 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802116354 File-URL: http://hdl.handle.net/10.1080/02642060802116354 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:185-201 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Wen Fan Author-X-Name-First: Yi-Wen Author-X-Name-Last: Fan Author-Name: Edward Ku Author-X-Name-First: Edward Author-X-Name-Last: Ku Title: Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing Abstract: The research goal of this study is to determine how knowledge sharing among members of firms’ collaboration affects customer relationship management (CRM) profitability. Collaboration has to exhibit a good knowledge of the markets, customers, products and services, methods and processes, competitors, employee skills, and the regulatory environment of information systems. We formulated a CRM profitability model and used a mailed questionnaire survey to investigate travel agent managers and employees in Taiwan. And we randomly mailed 1200 questionnaires to wholesaler travel agents of which 337 were returned completed. The findings reveal the nature and practical complexities associated with knowledge sharing in travel industry collaborations, and suggest how collaboration can create an appropriate knowledge-sharing strategy and increase CRM profitability. Journal: The Service Industries Journal Pages: 203-223 Issue: 2 Volume: 30 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802120141 File-URL: http://hdl.handle.net/10.1080/02642060802120141 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:203-223 Template-Type: ReDIF-Article 1.0 Author-Name: Tyler Chamberlin Author-X-Name-First: Tyler Author-X-Name-Last: Chamberlin Author-Name: Jérôme Doutriaux Author-X-Name-First: Jérôme Author-X-Name-Last: Doutriaux Author-Name: John Hector Author-X-Name-First: John Author-X-Name-Last: Hector Title: Business success factors and innovation in Canadian service sectors: an initial investigation of inter-sectoral differences Abstract: This paper explores the relationship between innovation and a select number of business success factors in 3701 firms across 34 Canadian service sectors. The paper begins with an investigation of the differences in rates of innovation by Canadian service sectors. The paper then progresses to investigate similarities/differences between service industries with respect to the identified business success factors. Distinct clusters of industries are observed to exist as they relate to their market and knowledge development orientations. Analysis at the individual sector level yields further insights into the orientation of individual industries as it pertains to innovation. Journal: The Service Industries Journal Pages: 225-246 Issue: 2 Volume: 30 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802120174 File-URL: http://hdl.handle.net/10.1080/02642060802120174 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:225-246 Template-Type: ReDIF-Article 1.0 Author-Name: Aaron Cohen Author-X-Name-First: Aaron Author-X-Name-Last: Cohen Author-Name: Danny Keren Author-X-Name-First: Danny Author-X-Name-Last: Keren Title: Does climate matter? An examination of the relationship between organisational climate and OCB among Israeli teachers Abstract: Two alternative models were proposed to test whether organisational climate (OC) is related to organisational citizenship behaviour (OCB) of teachers. The first model assumed a direct relationship between the two. The alternative model contended that the relationship between OC and OCB is not direct but mediated by variables representing justice perceptions (distributive justice, interactional justice, and formal procedures). Respondents were 287 teachers from 12 schools in northern Israel. The 12 principals of these schools provided the data on OCB for the employees. Hierarchical regression analysis showed that the data supported the mediated model, namely, the relationship between OC and OCB was mediated by variables representing justice in the workplace. The data also showed that OC, particularly perceptions about the principals' leadership style, made a unique and significant contribution to the understanding of OCB. Implications for the continuing examination of OCB are discussed. Journal: The Service Industries Journal Pages: 247-263 Issue: 2 Volume: 30 Year: 2008 Month: 2 X-DOI: 10.1080/02642060802120158 File-URL: http://hdl.handle.net/10.1080/02642060802120158 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:247-263 Template-Type: ReDIF-Article 1.0 Author-Name: Erika Andersson-Cederholm Author-X-Name-First: Erika Author-X-Name-Last: Andersson-Cederholm Author-Name: Szilvia Gyimóthy Author-X-Name-First: Szilvia Author-X-Name-Last: Gyimóthy Title: The service triad: modelling dialectic tensions in service encounters Abstract: Models of service encounters are often fraught with reductionism, describing business relationships as mathematical combinations of dyadic constellations. Metaphors of ideal social relationships (marriages or friendships) are highlighted to stress normative aspects of equal, balanced and long-term business partnerships. However, these approaches are limited in their analytical sensitivity, as they cannot address the complexity of multipart relationships, where meanings, roles and relationships are continuously constructed and reconstructed. In order to understand the ambivalent quality of business interactions, this article analyses the corporate travel market by applying Simmel's depiction of the triad as a specific social form. Triadic constellations and more complex service networks involve dialectic tensions, simultaneously exhibiting loyalty and disloyalty, trust and distrust, empowerment and disempowerment. It is argued that a qualitative methodology is a more adequate approach to grasp such dynamic and contextual social realities, because (opposed to a quantitative approach) it is not confined to operate with mutually exclusive analytical categories. Journal: The Service Industries Journal Pages: 265-280 Issue: 2 Volume: 30 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802123384 File-URL: http://hdl.handle.net/10.1080/02642060802123384 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:265-280 Template-Type: ReDIF-Article 1.0 Author-Name: Chin-Shan Lu Author-X-Name-First: Chin-Shan Author-X-Name-Last: Lu Author-Name: Ching-Chiao Yang Author-X-Name-First: Ching-Chiao Author-X-Name-Last: Yang Title: Logistics service capabilities and firm performance of international distribution center operators Abstract: This study empirically evaluated the crucial logistics service capabilities and firm performance of international distribution center operators in Taiwan. Three critical logistics service capabilities were identified based on factor analysis: (a) innovation capability, (b) customer response capability, and (c) flexible operation capability. Cluster analysis was subsequently used and based on their mean scores in the three logistics capability dimensions, respondents' firms were assigned to one of three groups, namely: customer response and flexible operation capabilities-oriented firms, customer response and innovation capabilities-oriented firms, and customer response capability-oriented firms. Findings indicated that customer response and innovation capabilities-oriented firms had the best firm performance, followed by customer response and flexible operation capabilities-oriented firms and customer response capability-oriented firms. Journal: The Service Industries Journal Pages: 281-298 Issue: 2 Volume: 30 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802123392 File-URL: http://hdl.handle.net/10.1080/02642060802123392 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:281-298 Template-Type: ReDIF-Article 1.0 Author-Name: Heesup Han Author-X-Name-First: Heesup Author-X-Name-Last: Han Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Author-Name: Betsy Barrett Author-X-Name-First: Betsy Author-X-Name-Last: Barrett Title: A consumption emotion measurement development: a full-service restaurant setting Abstract: This article describes the development of a consumption emotion scale for use in the full-service restaurant industry. The current emotion measures utilized in consumer and marketing research are reviewed, along with the conceptualization of consumption emotions. The adequacy of employing a categorical approach to assess restaurant customers' emotional responses is discussed. Moreover, the appropriate procedure for a scale development is described. Based on quantitative analyses, a multi-item scale involving four dimensions of consumption emotions (excitement, comfort, annoyance, and romance) is developed. Further analyses provided strong evidence of the scale's unidimensionality, reliability, and validity. Theoretical and practical implications are discussed with study limitations and recommendations for future research. Journal: The Service Industries Journal Pages: 299-320 Issue: 2 Volume: 30 Year: 2008 Month: 3 X-DOI: 10.1080/02642060802123400 File-URL: http://hdl.handle.net/10.1080/02642060802123400 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:2:p:299-320 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-pei Tsai Author-X-Name-First: Shu-pei Author-X-Name-Last: Tsai Title: Shopping mall management and entertainment experience: a cross-regional investigation Abstract: Some scholars theorise that the creation of entertainment experience may play an essential role in enhancing the shopping mall's competitive edge. However, empirical research on the entertainment paradigm's effectiveness for shopping mall management generates inconclusive or even contradictory results. The current study, based on theories and empirical findings relevant to mall management coupled with an exploratory research, proposes the ‘Holistic Entertainment Experience for Wooing Shoppers’ model and then empirically tests its hypotheses with a cross-regional survey. In consequence, the current study helps to extend the theoretical and practical scopes of the entertainment paradigm and provides several strategic principles for mall managers. Journal: The Service Industries Journal Pages: 321-337 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802123376 File-URL: http://hdl.handle.net/10.1080/02642060802123376 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:321-337 Template-Type: ReDIF-Article 1.0 Author-Name: Joan Ramon Sanchis Palacio Author-X-Name-First: Joan Ramon Author-X-Name-Last: Sanchis Palacio Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Soriano Title: Contingency factors on the success of services for social integration and job placement schemes Abstract: The success of a strategy depends, to a large extent, on the contingency factors that condition the functioning of an organisation. This study presents empirical research to contrast the existence of a significant relationship between the implementation of a particular strategy (in this case, related to the management of job placement and social insertion schemes) and a set of given structural parameters or contingency factors, in particular, the organisational structure of the firm such as time with the firm, firm size, technology used and organisational culture. The empirical analysis is applied to the strategies used by local development and employment officers with regard to the management of job placement and social integration schemes. Journal: The Service Industries Journal Pages: 339-357 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802236145 File-URL: http://hdl.handle.net/10.1080/02642060802236145 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:339-357 Template-Type: ReDIF-Article 1.0 Author-Name: Dolores Genaro Author-X-Name-First: Dolores Author-X-Name-Last: Genaro Author-Name: Elías Melchor Author-X-Name-First: Elías Author-X-Name-Last: Melchor Title: The impact of the tertiarization process in Spanish economic growth from a regional perspective Abstract: The article focuses on the impact that the growth of the service sector has had on the economic growth of the Spanish regions. Thus, the study tries to define regional groupings in order to identify different modalities of regional growth. As a result of the cluster analysis, we propose the groupings and analyse the beta-convergence in per capita GDP and in terms of the degree of tertiarization in the Spanish regions. Taking these groups as our starting point, a data panel model with fixed effects is applied and the study concludes that mainly capital stock and capital productivity in market services explain to a great extent the growth in per capita GDP in the Spanish regions. Journal: The Service Industries Journal Pages: 359-374 Issue: 3 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802236129 File-URL: http://hdl.handle.net/10.1080/02642060802236129 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:359-374 Template-Type: ReDIF-Article 1.0 Author-Name: Rodoula H. Tsiotsou Author-X-Name-First: Rodoula H. Author-X-Name-Last: Tsiotsou Title: Delineating the effect of market orientation on services performance: a component-wise approach Abstract: This article attempts to delve deeper into the relationship between the three core components of market orientation and service performance, settle literature inconsistencies and provide insights into the role of each component. A conceptual model is presented in which a synergetic mechanism among the market orientation components and their link to service performance is proposed. The model is tested in the context of travel and tourism services by gathering data from Greece and Lithuania and using structural equation modelling. The results indicate that customer orientation is the only direct determinant of service performance, whereas competitor orientation and inter-functional coordination exhibit indirect effects through customer orientation. The study provides new directions to market orientation research and assists marketing managers of services firms in gaining a better understanding of the concept and its implementation for accomplishing optimal performance results. Journal: The Service Industries Journal Pages: 375-403 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802236103 File-URL: http://hdl.handle.net/10.1080/02642060802236103 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:375-403 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiang-Lin Chih Author-X-Name-First: Hsiang-Lin Author-X-Name-Last: Chih Author-Name: Hsiang-Hsuan Chih Author-X-Name-First: Hsiang-Hsuan Author-X-Name-Last: Chih Author-Name: Pin-Huang Chou Author-X-Name-First: Pin-Huang Author-X-Name-Last: Chou Title: Being good or being known: corporate governance, media coverage, and earnings announcements Abstract: Based on a sample of banking firms listed on the Taiwan Stock Exchange, we examine the impact of corporate governance and media coverage on the market reaction to unexpected earnings announcements. This study finds that positive media reports prior to bad earnings announcements have a positive short-term impact on the market's response to unexpected negative earnings, but the impact is reversed in the long term. In contrast, a better corporate governance quality has a persistent positive impact on market's reaction to unexpected negative earnings, especially when the quality of corporate governance is measured by pledge ratios. The study finding provides one central implication for managements: Yes, being good would pay off. Journal: The Service Industries Journal Pages: 405-420 Issue: 3 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802236152 File-URL: http://hdl.handle.net/10.1080/02642060802236152 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:405-420 Template-Type: ReDIF-Article 1.0 Author-Name: Mara Cameran Author-X-Name-First: Mara Author-X-Name-Last: Cameran Author-Name: Peter Moizer Author-X-Name-First: Peter Author-X-Name-Last: Moizer Author-Name: Angela Pettinicchio Author-X-Name-First: Angela Author-X-Name-Last: Pettinicchio Title: Customer satisfaction, corporate image, and service quality in professional services Abstract: This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important variable explaining customer satisfaction was the apparent effectiveness of the audit firm. In relation to service quality, managers' satisfaction was primarily driven by their perception of audit firm's work as a useful value-adding service. The length of audit firm--auditee relation, the location of the auditor's office, and the financial executive's personal characteristics were also significant drivers of customer satisfaction. Journal: The Service Industries Journal Pages: 421-435 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802236111 File-URL: http://hdl.handle.net/10.1080/02642060802236111 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:421-435 Template-Type: ReDIF-Article 1.0 Author-Name: Vasco Eiriz Author-X-Name-First: Vasco Author-X-Name-Last: Eiriz Author-Name: Natália Barbosa Author-X-Name-First: Natália Author-X-Name-Last: Barbosa Author-Name: José Figueiredo Author-X-Name-First: José Author-X-Name-Last: Figueiredo Title: A conceptual framework to analyse hospital competitiveness Abstract: This article proposes a conceptual framework to analyse hospital competitiveness at the organisational level. Hospital competitiveness, defined as the capacity a hospital has to develop a superior performance that leads it to a position of competitive advantage, may be analysed in three dimensions: organisation, strategic behaviour, and performance. Based on previous studies and on the current structural adjustment in the Portuguese public hospital sector, this article suggests the following categories: legal status, organisational complexity, and resources for the organisation dimension; stakeholders, services and inter-organisational relationships for the strategic behaviour dimension; and type of indicators, efficiency and effectiveness, and benchmarking for the performance dimension. This framework seems to be particularly useful in evaluating Portuguese hospital competitiveness and providing insights for hospitals' managers and public decision makers both from Portugal and other countries. Journal: The Service Industries Journal Pages: 437-448 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802236137 File-URL: http://hdl.handle.net/10.1080/02642060802236137 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:437-448 Template-Type: ReDIF-Article 1.0 Author-Name: Jerry Chun-Teh Wu Author-X-Name-First: Jerry Chun-Teh Author-X-Name-Last: Wu Author-Name: Hsien-Tang Tsai Author-X-Name-First: Hsien-Tang Author-X-Name-Last: Tsai Author-Name: Meng-Hsun Shih Author-X-Name-First: Meng-Hsun Author-X-Name-Last: Shih Author-Name: Hwai-Hui Fu Author-X-Name-First: Hwai-Hui Author-X-Name-Last: Fu Title: Government performance evaluation using a balanced scorecard with a fuzzy linguistic scale Abstract: An efficient performance measurement system is essential for controlling, monitoring and improving service quality in governmental organisations. In this study, a new ‘government performance evaluating (GPE) procedure’ using a balanced scorecard structure integrated with a fuzzy linguistic scale is proposed for measuring and improving public service. The GPE procedure contributes the following: (1) integration of financial, citizen service and internal work processes as well as learning and growth perspectives in the evaluation procedure; (2) use of a fuzzy linguistic scale to convert the subjective cognition of managers into an information entity and (3) confirmation of improvement. Journal: The Service Industries Journal Pages: 449-462 Issue: 3 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802248017 File-URL: http://hdl.handle.net/10.1080/02642060802248017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:449-462 Template-Type: ReDIF-Article 1.0 Author-Name: Roberto Sánchez Gómez Author-X-Name-First: Roberto Sánchez Author-X-Name-Last: Gómez Author-Name: Isabel Suárez González Author-X-Name-First: Isabel Suárez Author-X-Name-Last: González Author-Name: Luis Vázquez Author-X-Name-First: Luis Author-X-Name-Last: Vázquez Title: Multi-unit versus single-unit franchising: assessing why franchisors use different ownership strategies Abstract: The aim of this article is to examine what factors underlie the choice of organisational form when franchisors add new franchised units to their networks. Franchisors may grant new units to existing franchisees (multi-unit franchising (MUF)) or to new franchisees (single-unit franchising). We find that this choice depends on the existence of contractual problems (namely adverse selection and moral hazard) and several network characteristics influence the magnitude of these problems. In particular, we found a positive relationship between the intensity of the use of MUF and network size, geographical concentration of the units of the network, and industries where customers tend to be non-repetitive. Journal: The Service Industries Journal Pages: 463-476 Issue: 3 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802252027 File-URL: http://hdl.handle.net/10.1080/02642060802252027 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:463-476 Template-Type: ReDIF-Article 1.0 Author-Name: Walter Ganz Author-X-Name-First: Walter Author-X-Name-Last: Ganz Title: Foreword Journal: The Service Industries Journal Pages: 477-478 Issue: 4 Volume: 30 Year: 2010 Month: 4 X-DOI: 10.1080/02642060903144339 File-URL: http://hdl.handle.net/10.1080/02642060903144339 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2010:i:4:p:477-478 Template-Type: ReDIF-Article 1.0 Author-Name: Anze Burger Author-X-Name-First: Anze Author-X-Name-Last: Burger Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Title: Public and private services transformation in the CEECs Abstract: In the period 1995--2005 the convergence of employment shares of the Central and East European Countries (CEECs) to the EU15 average was faster in private than in public services. This reflects the different starting positions of both groups of services and particularly the relative over-employment in public services in the CEECs at the outset of the reforms. Benchmarking the employment shares in CEECs against the average share of market economies at the similar income level shows that some CEECs maintain a disproportionately large share of employment in public services. The evaluation of the progress of the CEECs towards EU15 standards through the lens of the efficiency of private services and the performance of public services, indicates that the gap in private services is much larger. The challenge remains how to simultaneously boost employment and efficiency in private services, while curbing the employment in public services without jeopardising their performance. Exploiting the innovation potential in private and public services as well as the interfaces between the two may contribute to solving the problem. Journal: The Service Industries Journal Pages: 479-496 Issue: 4 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903131666 File-URL: http://hdl.handle.net/10.1080/02642060903131666 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:479-496 Template-Type: ReDIF-Article 1.0 Author-Name: Patrik Ström Author-X-Name-First: Patrik Author-X-Name-Last: Ström Author-Name: Ross Nelson Author-X-Name-First: Ross Author-X-Name-Last: Nelson Title: Dynamic regional competitiveness in the creative economy: can peripheral communities have a place? Abstract: This article makes a contribution to the debate on regional economic development based on the increasing importance of the knowledge-driven or creative economy. The empirical data stems from research conducted on the structure of the creative economy in Sweden, where the results point to a few areas of importance for the concentration of the creative class. The results are compared with Canadian studies that reflect similar economic development patterns. The article seeks to contribute to the understanding of these results in a peripheral economic geographical context. The article argues for caution in applying the same kind of policy recommendations for urban and peripheral regions based on the analysis of the creative class. Journal: The Service Industries Journal Pages: 497-511 Issue: 4 Volume: 30 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903067555 File-URL: http://hdl.handle.net/10.1080/02642060903067555 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:497-511 Template-Type: ReDIF-Article 1.0 Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Author-Name: Marie-Christine Monnoyer Author-X-Name-First: Marie-Christine Author-X-Name-Last: Monnoyer Title: Services and high skills: a new challenge for developing medium-sized cities Abstract: Medium-sized cities are often considered as a valuable substitute to a large metropolis as they may promote better sustainable growth. However, these second rank conurbations do not benefit from economies of scale as do larger cities. They share some characteristics with a big metropolis, notably their spatial spreading on surroundings areas, but are not able to attract high-order service functions. The research reported here is supported by a statistical analysis of censuses from 1982 to 1999. It highlights the service-location patterns of medium-sized cities compared with metropolises, proposes a typology of medium-sized cities based on their economic structure and tries to explain through regression analysis the growth sources of their economy. Journal: The Service Industries Journal Pages: 513-529 Issue: 4 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903078768 File-URL: http://hdl.handle.net/10.1080/02642060903078768 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:513-529 Template-Type: ReDIF-Article 1.0 Author-Name: William Beyers Author-X-Name-First: William Author-X-Name-Last: Beyers Title: Determinants of change in service employment in the United States 1998--2005: findings based on a new classification of industries Abstract: This paper uses a new classification of employment in the USA based on hierarchical cluster analysis to analyze trends in employment from 1998 to 2005. Measures of growth in employment at the state level are presented, along with selected analyses of correlates of employment change. Specialization in key clusters is related to state growth rates, and the markets of the clusters are identified through the use of input--output data. Shifting consumption patterns are examined for clusters with strong household markets. Journal: The Service Industries Journal Pages: 531-547 Issue: 4 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903144313 File-URL: http://hdl.handle.net/10.1080/02642060903144313 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:531-547 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Rubalcaba Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Author-Name: Jorge Gallego Author-X-Name-First: Jorge Author-X-Name-Last: Gallego Author-Name: Pim Den Hertog Author-X-Name-First: Pim Den Author-X-Name-Last: Hertog Title: The case of market and system failures in services innovation Abstract: This paper reviews and analyses the rationale for an innovation policy in services. It focuses on the relevance of the various categories of market and system failures, on the basis of economic arguments and some empirical evidence at EU level. Results show that market and system failures affect service innovation, so that there are no economic reasons supporting any discrimination of policy actions against service activities. Moreover, some of the market and system failures may be even more relevant in the field of services than of goods, although differences between categories of services should be also taken into consideration. Journal: The Service Industries Journal Pages: 549-566 Issue: 4 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903067571 File-URL: http://hdl.handle.net/10.1080/02642060903067571 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:549-566 Template-Type: ReDIF-Article 1.0 Author-Name: James Devlin Author-X-Name-First: James Author-X-Name-Last: Devlin Title: The stakeholder product brand and decision making in retail financial services Abstract: Stakeholder products were introduced by the UK Government to help assist decision making in retail financial services. Such products are targeted particularly at low- to middle-income consumers and those in a position of vulnerability/weakness in personal finance markets due to low expertise and familiarity and a lack of interest and involvement. The current study offers a detailed investigation into whether the stakeholder policy initiative is likely to appeal to the specified target market and, hence, help the Government fulfil its objectives. A sample of 1002 consumers is employed in a quantitative study. Findings show that the stakeholder product brand (SPB) enjoys a relatively high level of general acceptance, but that it does not resonate particularly with the target market. The SPB is likely to be recognized as useful in aiding decision making by high-involvement consumers, as well as those consumers who are more familiar with financial services. Those who suffer from the illusion of expertise have marginally less positive attitudes towards the stakeholder brand when compared with other expertise groups. The data are indicative of few meaningful relationships between demographic variables and attitudes towards stakeholder products. Policy implications are highlighted. Journal: The Service Industries Journal Pages: 567-582 Issue: 4 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079139 File-URL: http://hdl.handle.net/10.1080/02642060903079139 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:567-582 Template-Type: ReDIF-Article 1.0 Author-Name: John R. Bryson Author-X-Name-First: John R. Author-X-Name-Last: Bryson Author-Name: Michael Taylor Author-X-Name-First: Michael Author-X-Name-Last: Taylor Title: Competitiveness by design and inimitability through service: understanding the dynamics of firm-based competition in the West Midlands jewellery and lock industries Abstract: Manufacturing firms located in high-cost production locations have developed a series of complex inimitability strategies in response to intensive competition from low-cost producers. This paper draws upon the resource-based view of the firm to explore inimitability, as a strategy firms deploy in response to imitation. The analysis is based upon in-depth interviews with lock, jewellery and whistle manufacturers located in the West Midlands, UK. Many of these firms have been transformed into niche manufacturers whose competitiveness is based around a process of customisation through a co-production relationship with customers, the delivery of service experiences and a continual process of design-intensive innovation. Journal: The Service Industries Journal Pages: 583-596 Issue: 4 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903096513 File-URL: http://hdl.handle.net/10.1080/02642060903096513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:583-596 Template-Type: ReDIF-Article 1.0 Author-Name: Mari Holopainen Author-X-Name-First: Mari Author-X-Name-Last: Holopainen Title: Exploring service design in the context of architecture Abstract: Development of services is a demanding task and requires new perspectives as well as appropriate tools and techniques. This paper forms an overview of the concept of service design, which has recently gained ground. This concept is applied to an empirical study, which explores how professional designers develop services. The main method of the study is participant observation taking place in an architect's office. As a result, the study describes in detail how services are designed in the context of architecture. The study suggests that professional designers apply several methods, which could increase our understanding of service design and service development. Journal: The Service Industries Journal Pages: 597-608 Issue: 4 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903067563 File-URL: http://hdl.handle.net/10.1080/02642060903067563 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:597-608 Template-Type: ReDIF-Article 1.0 Author-Name: Marcus Koelling Author-X-Name-First: Marcus Author-X-Name-Last: Koelling Author-Name: Anne-Katrin Neyer Author-X-Name-First: Anne-Katrin Author-X-Name-Last: Neyer Author-Name: Kathrin M. Moeslein Author-X-Name-First: Kathrin M. Author-X-Name-Last: Moeslein Title: Strategies towards innovative services: findings from the German service landscape Abstract: The specifics of services seem to prohibit a simple transfer of innovation strategies from the manufacturing to the service sector. To better understand what works, successful strategic service innovators and their strategic approaches have been the focus of this study. To do so, 80 service innovators in Germany have been monitored over a period of one year. By analyzing them, according to the basic strategies they follow (low cost, differentiation or mixed emphasis) and the dominant design of their service delivery system (information technology-based, people-based or mixed approach), this paper provides an understanding of the strategic approaches followed by successful service innovators. Our findings propose that there is a fit between the complexity of service offerings and variety of the interaction approaches by successful service innovators. In sum, we argue that for an appropriate design of service innovation strategy both managers and researchers need to go beyond the traditional distinction of low cost and differentiation strategy. Journal: The Service Industries Journal Pages: 609-620 Issue: 4 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903078776 File-URL: http://hdl.handle.net/10.1080/02642060903078776 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:609-620 Template-Type: ReDIF-Article 1.0 Author-Name: Thomas Meiren Author-X-Name-First: Thomas Author-X-Name-Last: Meiren Author-Name: Thomas Burger Author-X-Name-First: Thomas Author-X-Name-Last: Burger Title: Testing of service concepts Abstract: Faced with mounting competitive pressures, many companies are attempting to raise their profile in the market by offering new services. As a result, far greater attention has been accorded in the last few years to new service development and service engineering by researchers and businesses alike. However, if the standard suggestions for developing new services are considered it is conspicuous that testing of development results has been largely neglected in the past. This article describes how service testing can be realised in practice and presents a possible approach for simulating services with the help of virtual reality and service theatre. Journal: The Service Industries Journal Pages: 621-632 Issue: 4 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903144321 File-URL: http://hdl.handle.net/10.1080/02642060903144321 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:4:p:621-632 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Mas-Verdu Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdu Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Soriano Author-Name: Salvador Roig Dobon Author-X-Name-First: Salvador Author-X-Name-Last: Roig Dobon Title: Regional development and innovation: the role of services Abstract: This special issue examines the role of services within the relationship between regional development and innovation. The analysis described here clearly shows the importance of the institutional elements that go to make up each regional environment. These institutional elements are not only formal and informal but also include intermediary organisations and services, in particular, knowledge-intensive ones. Fostering services based on connection and transfer (technological centres etc.), constitutes a strategic line of action in regional innovation policy. These services have a dual purpose. They both enable interaction between agents located in the same area and promote connections between firms in networks outside the region. Journal: The Service Industries Journal Pages: 633-641 Issue: 5 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802398085 File-URL: http://hdl.handle.net/10.1080/02642060802398085 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:633-641 Template-Type: ReDIF-Article 1.0 Author-Name: Jose Luis Arroyo-Barrigüete Author-X-Name-First: Jose Luis Author-X-Name-Last: Arroyo-Barrigüete Author-Name: Ricardo Ernst Author-X-Name-First: Ricardo Author-X-Name-Last: Ernst Author-Name: Jose Ignacio López-Sánchez Author-X-Name-First: Jose Ignacio Author-X-Name-Last: López-Sánchez Author-Name: Alejandro Orero-Giménez Author-X-Name-First: Alejandro Author-X-Name-Last: Orero-Giménez Title: On the identification of critical mass in Internet-based services subject to network effects Abstract: In many Internet-based services, network effects have a significant impact on the evolution of the market. In particular, critical mass is a fundamental element due to its relevance to the growth process of these kinds of services. The objective of this paper is to set out some of the difficulties concerning the identification of critical mass. According to more conventional approaches, the critical mass is defined by the product's demand curve and its price. However, as shown in this paper, it is not possible to define a critical mass in such a simple way, since market structure and companies' entry strategy will substantially modify the mass adoption process starting point. Results also have an impact on determining the value of a network. Conclusions and directions for further research are also discussed. Journal: The Service Industries Journal Pages: 643-654 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253850 File-URL: http://hdl.handle.net/10.1080/02642060802253850 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:643-654 Template-Type: ReDIF-Article 1.0 Author-Name: David Smallbone Author-X-Name-First: David Author-X-Name-Last: Smallbone Author-Name: Friederike Welter Author-X-Name-First: Friederike Author-X-Name-Last: Welter Author-Name: Artem Voytovich Author-X-Name-First: Artem Author-X-Name-Last: Voytovich Author-Name: Igor Egorov Author-X-Name-First: Igor Author-X-Name-Last: Egorov Title: Government and entrepreneurship in transition economies: the case of small firms in business services in Ukraine Abstract: Governments play a particularly important role for entrepreneurship development in a transition context, particularly with respect to their role in creating the institutional framework that enables and/or constrains entrepreneurship. This article explores how institutional change in Ukraine, resulting in institutional deficiencies, triggered new opportunities for small firms in the emerging business services sector. Drawing on data from a survey and in-depth case studies, the article illustrates the distinctive, albeit transient, nature of opportunities for business services firms in a turbulent environment, where government has yet to fully implement an effective institutional framework for productive entrepreneurship. Journal: The Service Industries Journal Pages: 655-670 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253876 File-URL: http://hdl.handle.net/10.1080/02642060802253876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:655-670 Template-Type: ReDIF-Article 1.0 Author-Name: Ana M. Romero-Martínez Author-X-Name-First: Ana M. Author-X-Name-Last: Romero-Martínez Author-Name: Marta Ortiz-de-Urbina-Criado Author-X-Name-First: Marta Author-X-Name-Last: Ortiz-de-Urbina-Criado Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Soriano Title: Evaluating European Union support for innovation in Spanish small and medium enterprises Abstract: Finding funding is one of the main problems small and medium enterprises (SMEs) face, which is why the European Union has set up programmes to support SME development. This paper has two objectives: firstly, to describe the different European funding programmes available to Spanish firms; secondly, to present an empirical study on the use Spanish SMEs (and especially, SMEs in the service sector) make of these programmes in order to innovate, together with an analysis of the importance these funding programmes have on SME innovation. Journal: The Service Industries Journal Pages: 671-683 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253868 File-URL: http://hdl.handle.net/10.1080/02642060802253868 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:671-683 Template-Type: ReDIF-Article 1.0 Author-Name: Knut Koschatzky Author-X-Name-First: Knut Author-X-Name-Last: Koschatzky Author-Name: Thomas Stahlecker Author-X-Name-First: Thomas Author-X-Name-Last: Stahlecker Title: The emergence of new modes of R&D services in Germany Abstract: In Germany, R&D services as a subgroup of knowledge-intensive business services are considered to be increasingly crucial for the technological competitiveness of mature as well as high-tech industries. R&D services are provided by firms and other organisations, which are able to transform heterogeneous knowledge stocks into high-value-added problem-solving activities. Within this context, new modes of collaboration between industry and public research organisations in the form of public--private partnerships will develop as an organisational alternative of R&D services in the German innovation system. The article presents several case studies as specific forms of such partnerships, which bring competences from industry and research organisations together. This allows sufficient flexibility on both sides, but creates a framework in which knowledge flows are triggered, personnel mobility supported and transfer bridges being installed. Journal: The Service Industries Journal Pages: 685-700 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253884 File-URL: http://hdl.handle.net/10.1080/02642060802253884 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:685-700 Template-Type: ReDIF-Article 1.0 Author-Name: Fernando J. Peris Bonet Author-X-Name-First: Fernando J. Author-X-Name-Last: Peris Bonet Author-Name: Marta Peris-Ortiz Author-X-Name-First: Marta Author-X-Name-Last: Peris-Ortiz Author-Name: Ignacio Gil-Pechuan Author-X-Name-First: Ignacio Author-X-Name-Last: Gil-Pechuan Title: Integrating transaction cost economics and the resource-based view in services and innovation Abstract: This study examines the complementary nature of Williamson's transaction cost theory and that of the resource-based view in the integration or externalisation of activities, with particular reference to services. Assessing comparative costs, idiosyncratic demands and core competences form the criteria for make or buy decisions, although the analysis of services endows idiosyncratic demands with particular relevance when internalisation of services does neither contribute cost advantages nor others related to the core competences of the firm. In addition to these make or buy questions, this study considers the front/back model in cases where the firm manages services internally. Journal: The Service Industries Journal Pages: 701-712 Issue: 5 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802382543 File-URL: http://hdl.handle.net/10.1080/02642060802382543 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:701-712 Template-Type: ReDIF-Article 1.0 Author-Name: Damian Charles Hine Author-X-Name-First: Damian Charles Author-X-Name-Last: Hine Author-Name: Rachel Parker Author-X-Name-First: Rachel Author-X-Name-Last: Parker Author-Name: David Ireland Author-X-Name-First: David Author-X-Name-Last: Ireland Title: The knowledge exchange intermediary as service provider: a discussion and an Australian case Abstract: The critical impact of innovation on national and the global economies has been discussed at length in the literature. Economic development requires the diffusion of innovations into markets. It has long been recognised that economic growth and development depends upon a constant stream of innovations. Governments have been keenly aware of the need to ensure this flow does not dry to a trickle and have introduced many and varied industry policies and interventions to assist in seeding, supporting and diffusing innovations. In Australia, as in many countries, Government support for the transfer of knowledge especially from publicly funded research has resulted in the creation of knowledge exchange intermediaries. These intermediaries are themselves service organisations, seeking innovative service offerings for their markets. The choice for most intermediaries is generally a dichotomous one, between market-pull and technology-push knowledge exchange programmes. In this article, we undertake a case analysis of one such innovative intermediary and its flagship programme. We then compare this case with other successful intermediaries in Europe. We put forward a research proposition that the design of intermediary programmes must match the service type they offer. That is, market-pull programmes require market-pull design, in close collaboration with industry, whereas technology programmes can be problem-solving innovations where demand is latent. The discussion reflects the need for an evolution in knowledge transfer policies and programmes beyond the first generation ushered in with the US Bayh--Dole Act (1980) and Stevenson--Wydler Act (1984). The data analysed is a case study comparison of market-pull and technology-push programmes, focusing on primary and secondary socio-economic benefits (using both Australian and international comparisons). Journal: The Service Industries Journal Pages: 713-729 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253892 File-URL: http://hdl.handle.net/10.1080/02642060802253892 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:713-729 Template-Type: ReDIF-Article 1.0 Author-Name: C. Michael Wernerheim Author-X-Name-First: C. Michael Author-X-Name-Last: Wernerheim Title: The tendency of advanced services to co-locate and the implications for regional government policy Abstract: If services have a tendency to agglomerate in some places and not in others, does it make sense to attempt to divert them to areas where agglomeration benefits are weak or not present at all? Using a new spatial data set for Canada applied to a stochastic location model [Ellison, G., & Glaeser, E.L. (1997). Geographic concentration in U.S. manufacturing industries: A dartboard approach. <italic>Journal of Political Economy</italic>, <italic>105</italic>, 889--927], we find that services co-locate with other services and with other industries across space. Agglomeration economies are pronounced, and general rather than industry specific. Services appear no less prone to co-agglomeration than manufacturing industries. The implications for government policy incentives are mixed, suggesting caution. Journal: The Service Industries Journal Pages: 731-748 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802253900 File-URL: http://hdl.handle.net/10.1080/02642060802253900 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:731-748 Template-Type: ReDIF-Article 1.0 Author-Name: Ignacio Fernandez de Lucio Author-X-Name-First: Ignacio Fernandez Author-X-Name-Last: de Lucio Author-Name: Francisco Mas-Verdu Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdu Author-Name: Enrique Tortosa Author-X-Name-First: Enrique Author-X-Name-Last: Tortosa Title: Regional innovation policies: the persistence of the linear model in Spain Abstract: This paper offers a comparative analysis of the innovation policy generations developed and implemented by different Spanish regions. The authors find three main approaches. Most regions follow linear-type policies that are not specifically adapted to the system of innovation in which they are applied. A small number of regions are implementing more-advanced policies characterised by (1) fostering mutual-learning across the actors in the innovation system and (2) the development of an institutional framework with many intermediate organisations and infrastructures providing knowledge-intensive services. Journal: The Service Industries Journal Pages: 749-762 Issue: 5 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802398093 File-URL: http://hdl.handle.net/10.1080/02642060802398093 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:749-762 Template-Type: ReDIF-Article 1.0 Author-Name: Jisun Choi Author-X-Name-First: Jisun Author-X-Name-Last: Choi Title: Challenges and strategies of local cultural cluster promotion policies in Korea Abstract: An evaluation of the 5-year performance of the eight designated Korean cities as (or as the candidates for) local cultural industrial complexes shows a creation/relocation of cultural industrial firms at least to some degree. But the expectation of specialisation was not satisfied. Most firms were home-grown, with a weak linkage to those in Seoul. This was not only the case in small cities, but also in large metropolitan cities. The distance from Seoul was a more influential factor in the intensity of the linkage than the size of cities. This paper strategically suggests the four types of evolutionary paths of local cultural clusters for realistic goal setting. Non-local networks are also emphasised. Journal: The Service Industries Journal Pages: 763-775 Issue: 5 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802255723 File-URL: http://hdl.handle.net/10.1080/02642060802255723 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:763-775 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Ripolles Meliá Author-X-Name-First: Maria Author-X-Name-Last: Ripolles Meliá Author-Name: Andreu Blesa Pérez Author-X-Name-First: Andreu Author-X-Name-Last: Blesa Pérez Author-Name: Salvador Roig Dobón Author-X-Name-First: Salvador Author-X-Name-Last: Roig Dobón Title: The influence of innovation orientation on the internationalisation of SMEs in the service sector Abstract: This article examines the internationalisation of small- and medium-sized service firms from an international entrepreneurship perspective. The results of the empirical research developed in Spain have shown that innovation orientation accelerates the time these companies take to internationalise and allows them to implement more activities and opt for high-control entry modes in foreign markets. The results suggest that two different models of internationalisation can be found within the services sector: firms either adopt a gradual process or attempt to benefit from a rapid transition period of internationalisation. Journal: The Service Industries Journal Pages: 777-791 Issue: 5 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802342679 File-URL: http://hdl.handle.net/10.1080/02642060802342679 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:5:p:777-791 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Ming Shiu Author-X-Name-First: Yung-Ming Author-X-Name-Last: Shiu Author-Name: Tsu-Wei Yu Author-X-Name-First: Tsu-Wei Author-X-Name-Last: Yu Title: Internal marketing, organisational culture, job satisfaction, and organisational performance in non-life insurance Abstract: The concept of internal marketing employed in the service sector is crucial to excellent service provision and successful external marketing. This study conducts an empirical investigation into the non-life insurance industry in Taiwan, exploring the correlation between internal marketing, organisational culture, job satisfaction, and organisational performance in Taiwan. Results show significant correlations among internal marketing, organisational culture, job satisfaction, and performance of non-life insurers. These findings can provide a basis for future studies of related topics as well as a solid reference for business owners and managers in the non-life insurance sector. Journal: The Service Industries Journal Pages: 793-809 Issue: 6 Volume: 30 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701849840 File-URL: http://hdl.handle.net/10.1080/02642060701849840 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2007:i:6:p:793-809 Template-Type: ReDIF-Article 1.0 Author-Name: Chuang-Min Chao Author-X-Name-First: Chuang-Min Author-X-Name-Last: Chao Author-Name: Ming-Miin Yu Author-X-Name-First: Ming-Miin Author-X-Name-Last: Yu Author-Name: Mu-Chen Chen Author-X-Name-First: Mu-Chen Author-X-Name-Last: Chen Title: Measuring the performance of financial holding companies Abstract: Financial institutions have become larger and engage in a wider array of financial activities due to continuing consolidation. Since the financial holding companies face multiple production functions simultaneously, the traditional data envelopment analysis (DEA) approach is not suitable for investigating their efficiency. This study applies the multi-activity DEA model to explore the relative efficiency of 12 financial holding companies in Taiwan. The results show that the multi-activity DEA model is obviously more capable of identifying sources of inefficiency, thereby potentially yielding greater managerial insights into organisational improvements. Journal: The Service Industries Journal Pages: 811-829 Issue: 6 Volume: 30 Year: 2007 Month: 11 X-DOI: 10.1080/02642060701849857 File-URL: http://hdl.handle.net/10.1080/02642060701849857 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2007:i:6:p:811-829 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Javier Rondan-Cataluña Author-X-Name-First: Francisco Javier Author-X-Name-Last: Rondan-Cataluña Author-Name: Manuel Jesus Sanchez-Franco Author-X-Name-First: Manuel Jesus Author-X-Name-Last: Sanchez-Franco Author-Name: Angel Francisco Villarejo-Ramos Author-X-Name-First: Angel Francisco Author-X-Name-Last: Villarejo-Ramos Title: Searching for latent class segments in technological services Abstract: The focus in this article is on uncovering segments that describe mobile phone users and on investigating the nature of these segments to get some relevant information. We use a phased approach to reach this objective. First, two segmentation bases have been compared in order to select the best variables for the identification of groups. This is done using a latent class modelling approach. Second, two different segmentation techniques are examined looking for the best model fit. Finally, the model that achieves the best results is applied to the most significant segmentation variables with the purpose of uncovering segments that describe mobile phone users. Journal: The Service Industries Journal Pages: 831-849 Issue: 6 Volume: 30 Year: 2007 Month: 12 X-DOI: 10.1080/02642060701849873 File-URL: http://hdl.handle.net/10.1080/02642060701849873 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2007:i:6:p:831-849 Template-Type: ReDIF-Article 1.0 Author-Name: Sheng-Yung Yang Author-X-Name-First: Sheng-Yung Author-X-Name-Last: Yang Author-Name: Lin Lin Author-X-Name-First: Lin Author-X-Name-Last: Lin Author-Name: De-Wai Chou Author-X-Name-First: De-Wai Author-X-Name-Last: Chou Author-Name: Hsiao-Chen Cheng Author-X-Name-First: Hsiao-Chen Author-X-Name-Last: Cheng Title: Merger drivers and the change of bidder shareholders' wealth Abstract: A growing number of merger studies concern the causality of firm performance and merger activity in the last decade, but with mixed results. Assuming semi-strong efficiency, this article argues that firms with good stock performance are more likely to acquire other firms. With 412 US-listed bidders, results from the event study method clearly support our hypothesis by showing a strong upward movement of cumulative abnormal returns across groups in the pre-merger period. Results also suggest that bidders of different characteristics have different preference for payment methods and thus the market reactions to them are different, despite the noise that frequently accompanies merger activity. These empirical outcomes are important to both investors and financial services companies including investment banks when knowledge about the market reactions to their clients in mergers is required. Journal: The Service Industries Journal Pages: 851-871 Issue: 6 Volume: 30 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801911110 File-URL: http://hdl.handle.net/10.1080/02642060801911110 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:851-871 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Bao Lin Author-X-Name-First: Wen-Bao Author-X-Name-Last: Lin Title: Service recovery expectation model -- from the perspectives of consumers Abstract: This paper explores the influence of the major attributes of consumers, such as personality traits, gender, number of consumptions, and levels of involvement, on service recovery expectations. A combination of linear multivariate statistical analysis and nonlinear fuzzy neural network models is further used to analyse data and validate hypotheses. Consumers of middle-to-high-end Chinese restaurant chains are sampled as the interactions between these restaurants and consumers are frequent. The empirical research finds that old customers have lower expectations of service recovery than new ones and male consumers have lower expectations than female consumers. Extrovert-type consumers have lower expectations of service recovery than introvert-type consumers. There is a positive correlation between consumers' involvement and service recovery expectation. As this paper examines the expectations of service recovery from the perspectives of consumers, it aims to help companies use pre-processing of service recovery as a precautionary measure, rather than as a remedial measure as mostly seen. Different from the vast majority of literature that deals with the issue by focusing on western enterprises, this paper uses small-and-medium enterprises in Taiwan and constructs management implications accordingly. Journal: The Service Industries Journal Pages: 873-889 Issue: 6 Volume: 30 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801935721 File-URL: http://hdl.handle.net/10.1080/02642060801935721 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:873-889 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Bao Lin Author-X-Name-First: Wen-Bao Author-X-Name-Last: Lin Title: Relevant factors that affect service recovery performance Abstract: This paper explores the factors that affect employees' service recovery performance from the perspectives of internal management. In addition, this paper combines the techniques of linear multi-variable statistical analysis and nonlinear fuzzy neural network methodology to analyse data and validate hypotheses. This paper selects travel agents who have frequent interactions with customers and provide intangible services. The empirical finding indicates that the more authoritative leaders have a more negative effect on employees' service recovery performance. Strong corporate culture works against employees' service recovery performance. Employees with high self-efficacy have better service recovery performance. The important characteristic of this paper is that it combines multi-variable analysis and nonlinear fuzzy neural network methodology in its empirical approach. Meanwhile, the factors concerning internal management within an organisation are examined, and measures to enhance employees' service recovery performance are proposed. In other words, these are responses to improve service recovery performance of employees on a preventive basis within an organisation. This is very different from the consumers' perspectives as seen in most of the previous literature. Past studies tend to focus on the amendments and responses of service recovery from the perspectives of consumers, and a vast majority of the case studies examine western enterprises. This paper studies small and medium enterprises in Taiwan and illustrates the factors that affect employees' service recovery performance. Journal: The Service Industries Journal Pages: 891-910 Issue: 6 Volume: 30 Year: 2008 Month: 1 X-DOI: 10.1080/02642060801935739 File-URL: http://hdl.handle.net/10.1080/02642060801935739 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:891-910 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Youl Ha Author-X-Name-First: Hong-Youl Author-X-Name-Last: Ha Author-Name: Swinder Janda Author-X-Name-First: Swinder Author-X-Name-Last: Janda Author-Name: Siva Muthaly Author-X-Name-First: Siva Author-X-Name-Last: Muthaly Title: Development of brand equity: evaluation of four alternative models Abstract: This study examines the development of brand equity by evaluating the influences of brand associations, perceived quality, satisfaction, and brand loyalty. Based on insights from prior research, four models are proposed, which focus on alternative relationships among these four factors. Sample data sets from the banking and discount store services are used to evaluate the relationships between and among these four factors. Results of the comparative data analyses reveal that the research model fits the data significantly better than the other three models. In particular, the contention that the effects of perceived quality impact brand equity indirectly through satisfaction is supported. The findings indicate that the primary contribution of the current study lies in the inclusion of satisfaction as an antecedent to brand equity and in the attempts to adequately model its relationships with the more traditional brand equity antecedents of perceived quality, brand loyalty, and brand associations. These results, and their implications, along with avenues for further research are also elaborated in this research. Journal: The Service Industries Journal Pages: 911-928 Issue: 6 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802320253 File-URL: http://hdl.handle.net/10.1080/02642060802320253 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:911-928 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Fevzi Okumus Author-X-Name-First: Fevzi Author-X-Name-Last: Okumus Title: Franchise partner selection decision making Abstract: This paper aims to investigate international franchise partner selection from the perspective of different decision making models and analyse the influence of organisational factors on the franchise selection decision making. Empirical data were collected from a leading international hotel group through multiple data collection methods. The research findings indicate that the participant organisation mainly exploits a processual approach to decision making. Power over the decision making shifts to different levels where the necessary information can best be accumulated and interpreted in different stages of the process. Different organisational parameters interact and exert influence upon each other while a franchise organisation decides to choose the most appropriate franchise partner. Journal: The Service Industries Journal Pages: 929-946 Issue: 6 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802322275 File-URL: http://hdl.handle.net/10.1080/02642060802322275 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:929-946 Template-Type: ReDIF-Article 1.0 Author-Name: Ming-Hsiang Chen Author-X-Name-First: Ming-Hsiang Author-X-Name-Last: Chen Author-Name: Hyun Jeong Kim Author-X-Name-First: Hyun Jeong Author-X-Name-Last: Kim Title: Tourism expansion and corporate earnings in the tourism industry Abstract: Although tourism expansion is theoretically assumed to have a direct influence on the tourism industry, previous studies have not found any significant connection between tourism expansion and tourism firms’ stock performance. This study argues that tourism expansion would have a more direct impact on tourism firms’ earnings than on their stock performance. Accordingly, whether tourism expansion can create significant growth in corporate earnings for tourism firms is tested on the basis of a Granger non-causality procedure using a four-variable vector autoregression model. Test results support the assumption that tourism expansion could significantly improve the corporate earnings of tourism companies. The analyses of the generalized impulse response function and variance decomposition further indicate the critical role of tourism expansion in explaining increases in the tourism industry's corporate earnings. Policy implications are provided to guide the government tourism authorities. Journal: The Service Industries Journal Pages: 947-964 Issue: 6 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802342646 File-URL: http://hdl.handle.net/10.1080/02642060802342646 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:947-964 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Palmer Author-X-Name-First: Mark Author-X-Name-Last: Palmer Author-Name: Martin Owens Author-X-Name-First: Martin Author-X-Name-Last: Owens Author-Name: Ronan De Kervenoael Author-X-Name-First: Ronan Author-X-Name-Last: De Kervenoael Title: Paths of the least resistance: understanding how motives form in international retail joint venturing Abstract: Developing the premise that strategies are forged through an ongoing mutual process of developing motives and responses to multiple degrees of resistance, this paper examines the motives underpinning the adoption of joint venture strategies using empirical details from four British retail firms. The findings point to multiple motives forming from multiple paths of resistance in the foreign market, but also among individuals within the firm as well as across the whole international programme. Moreover, this study reveals a paradoxical tension between management's operational impatience to immediately ground the retail format and an overall wariness or gloomy perceptions associated with adopting an international retail joint venture. The paper therefore concludes that the motives and barriers are manifestations of the struggles involved in internationalising retail operations. Journal: The Service Industries Journal Pages: 965-989 Issue: 6 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802342653 File-URL: http://hdl.handle.net/10.1080/02642060802342653 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:965-989 Template-Type: ReDIF-Article 1.0 Author-Name: Juan-Gabriel Cegarra-Navarro Author-X-Name-First: Juan-Gabriel Author-X-Name-Last: Cegarra-Navarro Author-Name: Anthony K.P. Wensley Author-X-Name-First: Anthony K.P. Author-X-Name-Last: Wensley Author-Name: Eusebio-Ángel Martínez-Conesa Author-X-Name-First: Eusebio-Ángel Author-X-Name-Last: Martínez-Conesa Title: A multi-sector comparison of relational learning and information and communication technologies adoption Abstract: This paper analyses the nature of the impact of relational learning on the adoption of information and communication technologies (ICT) and vice versa. The authors investigate the implementation of ICT through a relational learning process by means of an empirical investigation of 203 small- and medium-sized enterprises in the Spanish telecommunication and the Spanish construction industries (107 firms from the telecommunications sector and 96 from the construction sector). In the analysis, it is proposed that the relational learning process can be structured into three phases (transfer, transformation, and harvesting of knowledge). Structural equation modelling reveals that, in order to implement these relational learning phases, companies need to provide and support ICT as prior steps and this is most significant for those in the telecommunications sector. These results have implications for managers when they come to formulating policies and making a choice as to the organisational capabilities to target in order to ensure the effective adoption of ICT. Journal: The Service Industries Journal Pages: 991-1005 Issue: 6 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802342661 File-URL: http://hdl.handle.net/10.1080/02642060802342661 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:6:p:991-1005 Template-Type: ReDIF-Article 1.0 Author-Name: Sergio Mariotti Author-X-Name-First: Sergio Author-X-Name-Last: Mariotti Author-Name: Lucia Piscitello Author-X-Name-First: Lucia Author-X-Name-Last: Piscitello Title: International growth of banks: from competence-exploiting to competence-enhancing strategies? Abstract: Like manufacturing multinational enterprises, multinational banks, although being more subject to local regulation and market preferences, are increasingly changing their international attitude. Namely, they rely on foreign activities not only as a means to exploit their own competitive advantages within foreign markets, but also to access exclusive assets, resources, and competencies that could be transferred back to the whole network to enhance and strengthen their competitive advantages. The reported research refers to data on the evolution of the Italian banks' foreign initiatives in the 1998--2004 period. Using such data, the authors investigate the determinants of the coexistence of strategies that are both competence-exploiting and competence-enhancing, using the traditional eclectic approach. Journal: The Service Industries Journal Pages: 1007-1024 Issue: 7 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311278 File-URL: http://hdl.handle.net/10.1080/02642060802311278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1007-1024 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Youl Ha Author-X-Name-First: Hong-Youl Author-X-Name-Last: Ha Author-Name: Joby John Author-X-Name-First: Joby Author-X-Name-Last: John Title: Role of customer orientation in an integrative model of brand loyalty in services Abstract: This study attempts to model the development of brand loyalty by examining the simultaneous effects of customer orientation, perceived quality, brand associations, and satisfaction on brand loyalty. Data are used from retail banking and discount store retailing services to examine the direct and indirect effects of customer perceptions of customer orientation and quality on brand loyalty. It was found that customer orientation has a direct effect on brand loyalty and indirect effects through customer satisfaction, perceived quality, and brand associations as mediators. Further, perceived quality has a direct effect on brand loyalty as well as an indirect effect with satisfaction as a mediator. The results suggest that effective management of brand loyalty would require tracking of customer perceptions of a firm's customer orientation, quality and brand, in addition to measuring customer satisfaction. Journal: The Service Industries Journal Pages: 1025-1046 Issue: 7 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311252 File-URL: http://hdl.handle.net/10.1080/02642060802311252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1025-1046 Template-Type: ReDIF-Article 1.0 Author-Name: Huei-Wen Pao Author-X-Name-First: Huei-Wen Author-X-Name-Last: Pao Author-Name: Hsueh-Liang Wu Author-X-Name-First: Hsueh-Liang Author-X-Name-Last: Wu Author-Name: Wei-Hwa Pan Author-X-Name-First: Wei-Hwa Author-X-Name-Last: Pan Title: How does a new institution spread? Travel agencies' adoption of the service quality assurance programme Abstract: Despite the recognition of service quality as a major advantage in service industries, the travel agency sector in Taiwan has lacked any service quality certification regime that could optimize service provision or reduce customers' transaction costs. Since the introduction of such a quality-assurance programme in Taiwan in mid-2003, local travel agencies have responded differently. With a sample of 167 uncertified Taiwanese travel service operators, this study argues that firm responsiveness to a new institution depends on two distinct motives, rational and normative, and that such relationships are contingent upon CEO's background and market conditions. The results detail the varied responses as a result of rational and normative considerations and highlight the context-dependent nature of the motivation--behaviour relationships. This study yields important implications for quality credentialing bodies regarding how a new institution may diffuse in a field. Journal: The Service Industries Journal Pages: 1047-1061 Issue: 7 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802298350 File-URL: http://hdl.handle.net/10.1080/02642060802298350 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1047-1061 Template-Type: ReDIF-Article 1.0 Author-Name: Peter John Sandiford Author-X-Name-First: Peter John Author-X-Name-Last: Sandiford Author-Name: Diane Seymour Author-X-Name-First: Diane Author-X-Name-Last: Seymour Title: Exploring public house employee's perceptions of their status: a UK case study Abstract: This paper suggests that employees' perceptions of their occupational status are important to researchers and managers concerned with the broader nature of service work. This ethnography of a single, medium-sized chain of English public houses demonstrates the complex nature of status, identifying four key influences on barworkers' views of their relative standing at work and in the wider community: the nature of the occupation and the employing organisation/environment (barwork in a ‘respectable’ pub chain); the nature of customer relationships (informal, egalitarian); perceived professionalism (personal responsibility at work); and the relative occupational opportunities available (with equivalent jobs offering considerably less status). Journal: The Service Industries Journal Pages: 1063-1076 Issue: 7 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311294 File-URL: http://hdl.handle.net/10.1080/02642060802311294 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1063-1076 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Ling Wang Author-X-Name-First: Mei-Ling Author-X-Name-Last: Wang Title: Does organisational support promote citizenship? The moderating role of market-focused HRM Abstract: This paper describes how employment relationships and human-resource management (HRM) functions can influence employees’ citizenship role definitions in service settings. Integrating social exchange and role theory, the paper suggests that contact employees will reciprocate felt obligations of high-quality employee--organisation relationships (i.e. perceived organisational support (POS)) by expanding their role in ways consistent with contextual behavioural expectations. The longitudinal survey of 1387 contact employees and 108 managers in a large supermarket chain shows that POS and several market-focused HRM practices influence employees’ service-oriented citizenship role definitions. In particular, high-quality employment relationships contribute to expanded service-oriented citizenship role definitions when market-focused HRM practices were implemented. Journal: The Service Industries Journal Pages: 1077-1095 Issue: 7 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802298368 File-URL: http://hdl.handle.net/10.1080/02642060802298368 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1077-1095 Template-Type: ReDIF-Article 1.0 Author-Name: Fang-Ming Hsu Author-X-Name-First: Fang-Ming Author-X-Name-Last: Hsu Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Author-Name: Shuwen Wang Author-X-Name-First: Shuwen Author-X-Name-Last: Wang Title: The role of customer values in accepting information technologies in the public information service sector Abstract: Many government agencies have outsourced their information systems to software vendors. Firms in the information service industry have to realize the needs of customers in the public sector. This study investigated the causal relationship between users' perception and information technology acceptance. Empirical results suggest that the perceived value of users plays an important and mediating role in the causal relationship among social influence process, cognitive instrumental process, and intention to use. Journal: The Service Industries Journal Pages: 1097-1111 Issue: 7 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802298376 File-URL: http://hdl.handle.net/10.1080/02642060802298376 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1097-1111 Template-Type: ReDIF-Article 1.0 Author-Name: Jungki Lee Author-X-Name-First: Jungki Author-X-Name-Last: Lee Title: Perceived power imbalance and customer dissatisfaction Abstract: This study explores the causes of customer dissatisfaction in service interactions in which customers perceive a status of lower power than the service providers. Characterizing such service encounters as encounters between powerful service providers and subordinate customers, the study attempts to identify the service providers' specific actions that caused customers to experience memorable dissatisfaction. For contexts of the study, professional, judgemental, and governmental services are used. The customers' dissatisfying experiences with these services were studied by using the critical incident technique to uncover and classify the causes of dissatisfaction as well as their post-encounter behaviours. During the data analysis, 10 causes of dissatisfaction emerged. In addition, customers' reactions to their dissatisfaction were noted and classified. Implications for practitioners and academicians are provided. Journal: The Service Industries Journal Pages: 1113-1137 Issue: 7 Volume: 30 Year: 2008 Month: 5 X-DOI: 10.1080/02642060802298384 File-URL: http://hdl.handle.net/10.1080/02642060802298384 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1113-1137 Template-Type: ReDIF-Article 1.0 Author-Name: Wansoo Kim Author-X-Name-First: Wansoo Author-X-Name-Last: Kim Author-Name: Chihyung Ok Author-X-Name-First: Chihyung Author-X-Name-Last: Ok Author-Name: Kevin Patrick Gwinner Author-X-Name-First: Kevin Patrick Author-X-Name-Last: Gwinner Title: The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships Abstract: In this study, a customer-to-employee (C--E) relationship construct is employed to test the antecedent role of C--E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs of ‘rapport’, ‘relational benefits’, ‘affective commitment’, and ‘dedicational behaviours’ of customers with respect to full-service restaurants. This study demonstrates that rapport has a positive influence on customers' perceptions of relational benefits and that rapport and enhanced perceptions of relational benefits induce customers to develop affective commitment and form intentions to engage in dedicational behaviours towards restaurants. Journal: The Service Industries Journal Pages: 1139-1157 Issue: 7 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311286 File-URL: http://hdl.handle.net/10.1080/02642060802311286 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1139-1157 Template-Type: ReDIF-Article 1.0 Author-Name: Tseng-Chung Tang Author-X-Name-First: Tseng-Chung Author-X-Name-Last: Tang Title: An analysis of bank stock price reaction to distressed borrowers: Taiwanese evidence Abstract: This paper investigates the impacts of a borrower's reorganisation plan confirmation on its lending bank's shareholder wealth. Earlier empirical research is completely silent on this research area. Using data from a sample of Taiwanese reorganised firms, this paper shows that the market discriminates among lending banks by making inferences based on their exposure to their reorganised borrower; that is, the lead lending banks experience negative wealth effects, whereas the second lending banks experience positive effects. The results also show that wealth effects are negatively related to loan collateral and rates charged on the loans as well as on corporate leverage. In addition, the reliability and robustness of the model are demonstrated by the receiver operating characteristic curves. Journal: The Service Industries Journal Pages: 1159-1176 Issue: 7 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802320261 File-URL: http://hdl.handle.net/10.1080/02642060802320261 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1159-1176 Template-Type: ReDIF-Article 1.0 Author-Name: Chung-Tzer Liu Author-X-Name-First: Chung-Tzer Author-X-Name-Last: Liu Author-Name: Yi Maggie Guo Author-X-Name-First: Yi Maggie Author-X-Name-Last: Guo Author-Name: Tzong-Yin Hsieh Author-X-Name-First: Tzong-Yin Author-X-Name-Last: Hsieh Title: Measuring user perceived service quality of online auction sites Abstract: This study proposes a measure for online auction sites' service quality (OA-SQ). The conceptualisation is based on a literature review of service quality research and an analysis of the unique characteristics of online auctions. A pilot study refined the initial scale. A second survey data set tests the final scale. Results of both exploratory and confirmatory factor analysis show high construct validity of the scale. The scale includes 24 items for seven dimensions: efficiency, system availability, privacy/security, compensation, personalisation, playfulness, and reputation. Journal: The Service Industries Journal Pages: 1177-1197 Issue: 7 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802617575 File-URL: http://hdl.handle.net/10.1080/02642060802617575 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:7:p:1177-1197 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Bravo Author-X-Name-First: Rafael Author-X-Name-Last: Bravo Author-Name: Teresa Montaner Author-X-Name-First: Teresa Author-X-Name-Last: Montaner Author-Name: Jose M. Pina Author-X-Name-First: Jose M. Author-X-Name-Last: Pina Title: Corporate brand image in retail banking: development and validation of a scale Abstract: Recent changes in deregulation and technology have made banking one of the most competitive sectors in the global economy. Within this background, corporate image management has gained importance as a way of differentiating companies. This paper aims to develop a scale to analyse the corporate image in banking. Derived from a review of the literature, a scale with the most cited dimensions of analysis is developed. This scale is then tested by means of an empirical study of 450 individuals, where dimensionality, reliability and validity requirements are confirmed. Both theoretical and managerial implications are presented. Journal: The Service Industries Journal Pages: 1199-1218 Issue: 8 Volume: 30 Year: 2008 Month: 6 X-DOI: 10.1080/02642060802311260 File-URL: http://hdl.handle.net/10.1080/02642060802311260 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1199-1218 Template-Type: ReDIF-Article 1.0 Author-Name: Adelina Broadbridge Author-X-Name-First: Adelina Author-X-Name-Last: Broadbridge Title: Women at the top in British retailing: plus ca change? Abstract: Building on Thomas's research a decade ago, this article provides an update on women's representation on retail boards. Findings show that women directors were more likely to be found in the retail sector than many other business sectors: women were represented on all six FTSE 100 retail boards and comprise almost a quarter of all non-executive directors (NEDs) in these companies; market capitalisation was significantly higher for companies with women on their boards than for all-male boards; and a high proportion of the women retail directors are represented on the key committees. However, all the retail firms' boards were male dominated and 42% had no women in board-level positions. Male executive directors and NEDs outnumber women in a ratio of 8:1. The power base of retail boards remains a male preserve. Thus, it would seem that women board members in retail today have not significantly changed since Thomas's findings in 1997. Journal: The Service Industries Journal Pages: 1219-1243 Issue: 8 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580599 File-URL: http://hdl.handle.net/10.1080/02642060903580599 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:8:p:1219-1243 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Värlander Author-X-Name-First: Sara Author-X-Name-Last: Värlander Author-Name: Anne Julien Author-X-Name-First: Anne Author-X-Name-Last: Julien Title: The effect of the Internet on front-line employee skills: exploring banking in Sweden and France Abstract: This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth interviews with 21 managers have been carried out. The paper argues that in light of the Internet, the face-to-face service encounter is becoming increasingly interactive and customized, where much attention is paid towards building and maintaining relationships with customers, providing advice and support in customer's decision making, and also, learning from and acquiring qualitative information about the customer. This up-scaling of the face-to-face service encounter entails an increase in job complexity and task discretion, involving demands for high-level skills such as information provisioning and evaluation, and emotional skills such as empathy, interpretive skills, conversational skills, and management of body language. Journal: The Service Industries Journal Pages: 1245-1261 Issue: 8 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802350979 File-URL: http://hdl.handle.net/10.1080/02642060802350979 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1245-1261 Template-Type: ReDIF-Article 1.0 Author-Name: José Luis Navarro-Espigares Author-X-Name-First: José Luis Author-X-Name-Last: Navarro-Espigares Author-Name: Elisa Hernandez Torres Author-X-Name-First: Elisa Hernandez Author-X-Name-Last: Torres Title: Ageing-related services as a key element for social cohesion Abstract: The aim of this article is to carry out an empirical analysis of certain factors related to dependence in Spain and additionally to study the intensity of the use of health resources by dependents. Age appears to be the main socio-demographic factor related to dependence, which confirms the need for measures to deal with the demographic changes taking place. Thus, providing services to cover long-term care could become an important instrument for social cohesion. Multivariate analysis does not reveal a strong link between the use of healthcare services and dependence that would justify the joint management of the two systems. This means that self-regulating management of dependence and healthcare systems may be adequate except in the case of severe dependency. Journal: The Service Industries Journal Pages: 1263-1277 Issue: 8 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060802337349 File-URL: http://hdl.handle.net/10.1080/02642060802337349 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:8:p:1263-1277 Template-Type: ReDIF-Article 1.0 Author-Name: Vicent Tortosa-Edo Author-X-Name-First: Vicent Author-X-Name-Last: Tortosa-Edo Author-Name: Javier Sánchez-García Author-X-Name-First: Javier Author-X-Name-Last: Sánchez-García Author-Name: Miguel A. Moliner-Tena Author-X-Name-First: Miguel A. Author-X-Name-Last: Moliner-Tena Title: Internal market orientation and its influence on the satisfaction of contact personnel Abstract: To verify the dimensions, reliability and validity of internal market orientation (IMO) as a scale of measurement of internal marketing, and using it to measure the effect of internal marketing on the satisfaction of contact personnel. Interviews were carried out with all the cashiers of the 16 branches of a small, local credit institution. Because of the small sample size, partial least squares were used in the analysis of the data. The results show the validity and reliability of the IMO construct, formed by four of the five dimensions of the original scale. They also corroborate the causal relationships among the four dimensions, as well as the significant influence of the informal dimension of IMO on the satisfaction of contact personnel. The main limitation of this study is that it analyses a single financial entity, with the characteristics and behaviours that the latter has in its relationship with its employees. To achieve their organisational objectives, firms must adopt an orientation towards the employee, or internal marketing, on an equal plane to the traditional consideration of the external market. Also, the measurability of this internal orientation on the basis of the IMO scale makes available a valuable tool of planning and control in its implementation. This article verifies the validity and reliability of the IMO construct, and its influence on the satisfaction of contact personnel, in a different business sector and with a different research subject from those analysed hitherto by the literature. It also demonstrates the sequential type of relationship among the dimensions that form IMO. Journal: The Service Industries Journal Pages: 1279-1297 Issue: 8 Volume: 30 Year: 2008 Month: 7 X-DOI: 10.1080/02642060802348312 File-URL: http://hdl.handle.net/10.1080/02642060802348312 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1279-1297 Template-Type: ReDIF-Article 1.0 Author-Name: Seema Joshi Author-X-Name-First: Seema Author-X-Name-Last: Joshi Title: From the ‘Hindu rate of growth’ to ‘unstoppable India’: has the services sector played a role? Abstract: India shifted from an import substitution growth strategy (ISS) to an export-led-growth strategy (ELGS) in July 1991. Consequently, liberalisation was promulgated not only in the industrial sector but in the services sector too in the post-1991 period. ‘services-led-growth strategy’ -- a concomitant of ELGS -- has led to an improvement in the revealed comparative advantage in the export of commercial services during the period 1990--2005. Furthermore, the openness of services and foreign direct investment in services have emerged as important determinants of gross domestic product growth during the period 1995--2005. The author therefore argues that if ISS led to the ‘Hindu rate of growth’ in the first three decades of planning, it is the services-led growth which has made ‘India unstoppable’ on the economic front. Journal: The Service Industries Journal Pages: 1299-1312 Issue: 8 Volume: 30 Year: 2008 Month: 4 X-DOI: 10.1080/02642060802337331 File-URL: http://hdl.handle.net/10.1080/02642060802337331 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1299-1312 Template-Type: ReDIF-Article 1.0 Author-Name: Paulo Maçãs Nunes Author-X-Name-First: Paulo Maçãs Author-X-Name-Last: Nunes Author-Name: Zélia Silva Serrasqueiro Author-X-Name-First: Zélia Silva Author-X-Name-Last: Serrasqueiro Author-Name: João Leitão Author-X-Name-First: João Author-X-Name-Last: Leitão Title: Are there nonlinear relationships between the profitability of Portuguese service SME and its specific determinants? Abstract: Using quantile regressions, this paper examines the possibility of significant nonlinear relationships between the profitability of Portuguese service small- and medium-sized enterprises (SMEs) and its specific determinants. The results lead to the conclusion that there is a significant nonlinearity between specific determinants and profitability in Portuguese service SMEs. In the lower quantiles of the distribution of profitability of Portuguese SMEs, it is found that profitability on the one hand is catalysed by size, long-term debt and managerial control, and on the other hand, it is restricted by risk and research and development intensity. In the upper quantiles of the profitability distribution of Portuguese service SMEs, liquidity and research and development intensity serve as catalysers of profitability, while long-term debt restricts the level of profitability. Journal: The Service Industries Journal Pages: 1313-1341 Issue: 8 Volume: 30 Year: 2008 Month: 8 X-DOI: 10.1080/02642060802398853 File-URL: http://hdl.handle.net/10.1080/02642060802398853 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1313-1341 Template-Type: ReDIF-Article 1.0 Author-Name: Filipe Jorge Coelho Author-X-Name-First: Filipe Jorge Author-X-Name-Last: Coelho Author-Name: Mário Gomes Augusto Author-X-Name-First: Mário Gomes Author-X-Name-Last: Augusto Author-Name: Arnaldo Fernandes Coelho Author-X-Name-First: Arnaldo Fernandes Author-X-Name-Last: Coelho Author-Name: Patrícia Moura Sá Author-X-Name-First: Patrícia Moura Author-X-Name-Last: Sá Title: Climate perceptions and the customer orientation of frontline service employees Abstract: Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of employees is rather sparse. This topic is approached by investigating the role of selected dimensions of psychological climate in promoting the customer orientation of frontline service employees. A structural equations model is developed and empirically tested, indicating that perceptions of customer, ethical, and innovation climates exert an indirect effect on the adoption of customer-oriented behaviours by frontline employees. Journal: The Service Industries Journal Pages: 1343-1357 Issue: 8 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802613525 File-URL: http://hdl.handle.net/10.1080/02642060802613525 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1343-1357 Template-Type: ReDIF-Article 1.0 Author-Name: John Barry Howcroft Author-X-Name-First: John Barry Author-X-Name-Last: Howcroft Author-Name: Rehan Ul-Haq Author-X-Name-First: Rehan Author-X-Name-Last: Ul-Haq Author-Name: Richard Hammerton Author-X-Name-First: Richard Author-X-Name-Last: Hammerton Title: Bank regulation and the process of internationalisation: A study of Japanese bank entry into London Abstract: The paper provides a theoretical insight into bank regulation and the process of internationalisation by examining the concepts of regulatory push and market pull within the context of Japanese bank entry into London during the 1980s. Rugman and Verbeke's [(1998). Corporate strategy and international environmental policy. <italic>Journal of International Business Studies</italic>, <italic>29</italic>(4), 819--833] Consistency of Home and Host Government Goals model is utilised to structure the discussion, which centres on a situation where there is a conflict of goals between multinational enterprises (MNEs) and the home government but goal alignment between MNEs and the host government. As such the paper examines a relatively under-researched aspect of internationalisation and concludes that in certain circumstances internationalisation can occur despite great ‘psychic distance’. The paper also argues that although bank regulation can lead to a conflict situation it can also be conducive to the development of a strong home base and the development of firm specific advantages. Journal: The Service Industries Journal Pages: 1359-1375 Issue: 8 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802613533 File-URL: http://hdl.handle.net/10.1080/02642060802613533 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1359-1375 Template-Type: ReDIF-Article 1.0 Author-Name: Chien-Hsin Lin Author-X-Name-First: Chien-Hsin Author-X-Name-Last: Lin Title: In search of e-service value: technology-exploitation <italic>vs.</italic> certainty-seeking online behaviours Abstract: The primary aim of this article is to ascertain whether the e-service value formation process changes as a function of consumers' technology readiness (TR). Through a field survey about ‘e-tail’ service value, this study finds that monetary cost is equally important for both high- and low-TR consumers. The positive effects of service-enhancing value components on overall e-service value perception are stronger in the high-TR group than in the low-TR group, whereas the positive effects of risk-reducing value components are greater in the low-TR group than in the high-TR group. High-TR consumers tend to maximise shopping value for themselves through planned online searching and purchasing. Overall, high-TR consumers are able to improve their shopping value through both <italic>ex ante</italic> and <italic>post hoc</italic> vehicles. In addition, high-TR consumers exhibit technology-exploitation online behaviours, whereas low-TR consumers exhibit certainty-seeking online behaviours. The article discusses study implications and suggestions for future research from the perspectives of diffusion of innovations, online transaction costs, and relationship marketing. Journal: The Service Industries Journal Pages: 1377-1400 Issue: 8 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802613541 File-URL: http://hdl.handle.net/10.1080/02642060802613541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:8:p:1377-1400 Template-Type: ReDIF-Article 1.0 Author-Name: Ramón Rufín Author-X-Name-First: Ramón Author-X-Name-Last: Rufín Author-Name: Cayetano Medina Author-X-Name-First: Cayetano Author-X-Name-Last: Medina Title: Market delimitation, firm survival and growth in service industries Abstract: This article focuses on the effect of both firm survival and market delimitation on stochastic growth behaviour in the realm of service industries. Two samples of firms were selected for the study, one of them representing the surviving firm population in the tourism industry and the other one representing the firm total. The activity of firms was used for measuring the influence of market delimitation. Stochastic growth behaviour is found to hold for the sector as a whole, whereas it does not do so for the population of surviving firms. Market delimitation is also observed to influence growth behaviour, but only when combined with firm survival. Journal: The Service Industries Journal Pages: 1401-1417 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802621494 File-URL: http://hdl.handle.net/10.1080/02642060802621494 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1401-1417 Template-Type: ReDIF-Article 1.0 Author-Name: Arménio Rego Author-X-Name-First: Arménio Author-X-Name-Last: Rego Author-Name: Lucinda Godinho Author-X-Name-First: Lucinda Author-X-Name-Last: Godinho Author-Name: Anne McQueen Author-X-Name-First: Anne Author-X-Name-Last: McQueen Author-Name: Miguel P. Cunha Author-X-Name-First: Miguel P. Author-X-Name-Last: Cunha Title: Emotional intelligence and caring behaviour in nursing Abstract: The research reported in this paper relates six dimensions of nurses' emotional intelligence (EI) with two dimensions of their caring behaviours. One hundred and twenty nurses self-reported their EI, and three patients of each one described their caring behaviours. The main findings are: (a) nurses' EI explains a significant but low unique variance of caring behaviours; (b) self-encouragement and self-control against criticisms are the best predictors; (c) high empathy can have positive or negative impact on caring behaviours depending on the way it combines with other EI dimensions. Journal: The Service Industries Journal Pages: 1419-1437 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802621486 File-URL: http://hdl.handle.net/10.1080/02642060802621486 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1419-1437 Template-Type: ReDIF-Article 1.0 Author-Name: Pi-Chuan Sun Author-X-Name-First: Pi-Chuan Author-X-Name-Last: Sun Author-Name: Chia-Min Lin Author-X-Name-First: Chia-Min Author-X-Name-Last: Lin Title: Building customer trust and loyalty: an empirical study in a retailing context Abstract: This paper integrates the seller's characteristics and the consumer's individual characteristics in testing the person-to-person and person-to-firm effects of trust on loyalty in the department store. A multidimensional model of the behavioural components of trustworthiness is used to examine their differential effects on consumer trust. The results reveal that the effects of behavioural components of trustworthiness on trust in salespersons and trust in department stores are different. Trust in salespersons contributes to the trust in the department stores they work for. In addition, although both trust in department stores and trust in salespersons are expected to enhance customer loyalty, person-to-person trust has stronger influence on loyalty than does person-to-firm trust. The findings also suggest that customers' individual characteristics should be considered in assessing the role of trust in business relationships other than sellers' characteristics. Journal: The Service Industries Journal Pages: 1439-1455 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802621478 File-URL: http://hdl.handle.net/10.1080/02642060802621478 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1439-1455 Template-Type: ReDIF-Article 1.0 Author-Name: Carmen Camarero Author-X-Name-First: Carmen Author-X-Name-Last: Camarero Author-Name: Carmen Antón Author-X-Name-First: Carmen Author-X-Name-Last: Antón Author-Name: Mirtha Carrero Author-X-Name-First: Mirtha Author-X-Name-Last: Carrero Title: Relationship exit in different legal environments: a cross-cultural analysis Abstract: The current work adopts the theoretical perspective of migration models to pinpoint causes that may lead consumers to exit and compares two contrasting cultural contexts, Spain and Venezuela, in the area of car insurance. Whereas in Spain consumers are conscious of, and very much adhere to, the legal requirement to obtain car insurance, Venezuelan legislation is more lenient and consumers consistently fail to comply with compulsory car insurance law. When comparing these commercial settings, we highlight differences in the impact of factors inducing consumers to exit a relationship and factors attracting them to other suppliers. Journal: The Service Industries Journal Pages: 1457-1478 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802621460 File-URL: http://hdl.handle.net/10.1080/02642060802621460 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1457-1478 Template-Type: ReDIF-Article 1.0 Author-Name: Manuela Pardo-del-Val Author-X-Name-First: Manuela Author-X-Name-Last: Pardo-del-Val Title: Services supporting female entrepreneurs Abstract: There are many public initiatives that fund services which support women entrepreneurship. In order to help them improve, this paper takes a closer look at the characteristics of female entrepreneurs, their motivations, and the difficulties they face in their ventures. Through a literature review and the results of a Delphi study with 25 technicians from an EU-funded support programme, this research concludes that policies for the support of women entrepreneurs should aim at strengthening pull motivators and concentrate in designing programmes specifically tailored to the type of business, focusing on long-term policies rather than short-term initiatives. Journal: The Service Industries Journal Pages: 1479-1498 Issue: 9 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626840 File-URL: http://hdl.handle.net/10.1080/02642060802626840 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1479-1498 Template-Type: ReDIF-Article 1.0 Author-Name: Maureen Brookes Author-X-Name-First: Maureen Author-X-Name-Last: Brookes Author-Name: Angela Roper Author-X-Name-First: Angela Author-X-Name-Last: Roper Title: The impact of entry modes on the organisational design of international hotel chains Abstract: This paper reports on a study of organisation design within the international hotel chains that simultaneously employ multiple market entry modes. A multiple case study reveals the use of different divisional designs for different types of entry mode within individual chains. These are driven by the desire to maintain strong control over hotel brands. The study concludes that current designs may inhibit the international hotel chains from achieving their organisational potential and recommends that managers look to break down these ‘communities of design’ barriers. Journal: The Service Industries Journal Pages: 1499-1512 Issue: 9 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626857 File-URL: http://hdl.handle.net/10.1080/02642060802626857 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1499-1512 Template-Type: ReDIF-Article 1.0 Author-Name: Stephanie Wagener Author-X-Name-First: Stephanie Author-X-Name-Last: Wagener Author-Name: Marjan Gorgievski Author-X-Name-First: Marjan Author-X-Name-Last: Gorgievski Author-Name: Serge Rijsdijk Author-X-Name-First: Serge Author-X-Name-Last: Rijsdijk Title: Businessman or host? Individual differences between entrepreneurs and small business owners in the hospitality industry Abstract: Prior research has identified individual characteristics that distinguish business owners from non-business owners. The researchers tested their contention that not every successful business owner can be characterized by such typical ‘entrepreneurial’ characteristics. Multiple analysis of variance on a unique data set of 194 business owners in the hospitality industry revealed that several individual characteristics discriminated between entrepreneurs and small business owners. Entrepreneurs possessed higher levels of independence, tolerance of ambiguity, risk-taking propensity, innovativeness, and leadership qualities, but not of market orientation and self-efficacy. It is concluded that ‘entrepreneurial’ characteristics identified in the literature may be useful predicting a specific type of business ownership. However, other criteria need to be developed in order to describe other groups of business owners operating in the service industries. Journal: The Service Industries Journal Pages: 1513-1527 Issue: 9 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802624324 File-URL: http://hdl.handle.net/10.1080/02642060802624324 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1513-1527 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Muga Author-X-Name-First: Luis Author-X-Name-Last: Muga Author-Name: Rafael Santamaria Author-X-Name-First: Rafael Author-X-Name-Last: Santamaria Title: Market penetration strategies and the fee--performance relationship: the case of Spanish money mutual funds Abstract: This article shows that market penetration strategies are common practice during the product introduction stage in the money mutual funds in Spain. During this stage there is no relation between fees and performance because this strategy is optimal. In order to analyse this relationship during the other stages of the product life cycle, funds under three years old were omitted from the analysis. Among the remaining funds, those with the highest fees are found to present a higher gross return than the low-fee funds, although the difference is not statistically significant. Nevertheless, in terms of net returns, low-fee funds are observed to stochastically dominate high-fee funds for any risk-averse investor. These findings hold for any managerial skill level or segmentation by the mutual fund family type. Journal: The Service Industries Journal Pages: 1529-1547 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802626816 File-URL: http://hdl.handle.net/10.1080/02642060802626816 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1529-1547 Template-Type: ReDIF-Article 1.0 Author-Name: Tseng-Chung Tang Author-X-Name-First: Tseng-Chung Author-X-Name-Last: Tang Title: The costs of lead bank--distressed borrower relationships: evidence from commercial lending in Taiwan Abstract: This is the first study to investigate the impact of the adjudication of a borrower's reorganisation filing on the shareholder wealth of the lead bank. The results reveal that the market is acutely sensitive to adverse information and the reorganisation adjudication of a borrower's plan has a detrimental effect on the reputation and wealth of the lead bank. Further, while both are positively associated with wealth effects, the RATE of the loan-level variable is more highly related than the LEVERAGE of the borrower-level variable to wealth loss. Additionally, large lenders experience less wealth loss. The higher the bank debt of a firm, the higher the adverse abnormal returns to the lead bank. Higher collateral and rates on loans are used to compensate for the greater risk of the loan portfolio. Likewise, the market may view lead banks with high loan loss reserves as banks that are not particularly adept at identifying creditworthy borrowers. Journal: The Service Industries Journal Pages: 1549-1563 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802626790 File-URL: http://hdl.handle.net/10.1080/02642060802626790 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1549-1563 Template-Type: ReDIF-Article 1.0 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Mine Haktanir Author-X-Name-First: Mine Author-X-Name-Last: Haktanir Author-Name: Ilkay Yorganci Author-X-Name-First: Ilkay Author-X-Name-Last: Yorganci Title: The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion Abstract: Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the impacts of these customer-related social stressors on emotional exhaustion. The results indicated that employees with positive core self-evaluations experienced low levels of disproportionate customer expectations, customer verbal aggression, and ambiguous customer expectations. Such employees were also confronted with less-disliked customers. In this study, it was found that employees who were susceptible to ambiguous customer expectations were emotionally exhausted. In contrast, the findings did not lend any empirical support to the effects of disproportionate customer expectations, customer verbal aggression, and disliked customers on emotional exhaustion. Journal: The Service Industries Journal Pages: 1565-1579 Issue: 9 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802626766 File-URL: http://hdl.handle.net/10.1080/02642060802626766 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:9:p:1565-1579 Template-Type: ReDIF-Article 1.0 Author-Name: Noel Scott Author-X-Name-First: Noel Author-X-Name-Last: Scott Author-Name: Eric Laws Author-X-Name-First: Eric Author-X-Name-Last: Laws Title: Advances in service networks research Abstract: Networks are an important area of study for the services industries. The guest editors of this volume contend that networks are indeed a fundamental feature of services -- services intangibility makes service providers heavily dependent on the recommendations of others to direct customers to a particular business; makes acquisition of knowledge about customers and competitors more difficult and often leads to exchange of information through knowledge networks. Fluctuations in services demand are perhaps more difficult to deal with as the ‘product’ cannot be stockpiled, but one strategy to deal with this is to work within a referral network to cater to demand peaks. Services require people to be engaged in their production. This leads to an increased proportion of smaller firms in the service industries because scaling up volume is more difficult with people involved. These are just a few of the reasons why networks in the service industries are important. This introduction to the special issue on advances in service network research concludes that firstly, many of the concepts of central concern for service researchers, especially those interested in inter-organisational relationships, are related to concepts that have been developed from, and studied using, the network perspective. Secondly, there is a need to move to the use of more quantitative techniques for network analysis and lastly, recent developments in network research show much promise in the use of complex systems mathematical techniques to simulate and model networks and the effect of interventions. Thus it is possible to provide suggestions as to how a network may evolve over time and inform those involved within networks as to the relative advantages of alternative modes of action. Overall this collection of papers indicates that there are significant opportunities for further research in this emergent field of study. Journal: The Service Industries Journal Pages: 1581-1592 Issue: 10 Volume: 30 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580623 File-URL: http://hdl.handle.net/10.1080/02642060903580623 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1581-1592 Template-Type: ReDIF-Article 1.0 Author-Name: George Q. Huang Author-X-Name-First: George Q. Author-X-Name-Last: Huang Author-Name: Haiyan Song Author-X-Name-First: Haiyan Author-X-Name-Last: Song Author-Name: Xinyan Zhang Author-X-Name-First: Xinyan Author-X-Name-Last: Zhang Title: A comparative analysis of quantity and price competitions in tourism supply chain networks for package holidays Abstract: Package holidays are the main modes of outbound travel in many Asian countries and regions, especially in mainland China. This paper considers competition strategies in a tourism supply chain (TSC) network consisting of three sectors -- theme parks, accommodation providers, and tour operators (TOs). They are involved in producing and providing package holidays which are substitutable to each other. TOs are responsible for assembling and retailing package holidays. Two competition strategies commonly used in the tourism market are compared. They are quantity competition and price competition. From the perspective of game theory, these two types of competition strategies are modelled as the Cournot game and the Bertrand game, respectively. In this paper, enterprises within the same sector of the TSC play simultaneous games while sequential games are played between sectors. A series of sensitivity analyses are conducted to explore: (1) the differences between the impacts of quantity and price competitions on the individual sectors and the TSC network as a whole, and (2) the rational reactions of a sector to the changes made by other sectors under different competition strategies. Results from this theoretical study could help TSC decision and policy makers in identifying appropriate pricing and capacity strategies. Journal: The Service Industries Journal Pages: 1593-1606 Issue: 10 Volume: 30 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580631 File-URL: http://hdl.handle.net/10.1080/02642060903580631 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1593-1606 Template-Type: ReDIF-Article 1.0 Author-Name: Lawrence J. Bendle Author-X-Name-First: Lawrence J. Author-X-Name-Last: Bendle Author-Name: Ian Patterson Author-X-Name-First: Ian Author-X-Name-Last: Patterson Title: The centrality of service organizations and their leisure networks Abstract: This study examines a network of community groups and the civic, commercial, and educational organizations involved with amateur artists in a regional Australian city. Social network analysis using measures for density, centrality, centralization, and cliques revealed that the groups and the organizations formed several clusters around types of creative artists and that service organizations were the communication hubs in the network. Recommendations include improving community networks by weaving better linkages among groups and organizations and the undertaking of research into the multiple leisure networks that occur in local government areas. Journal: The Service Industries Journal Pages: 1607-1619 Issue: 10 Volume: 30 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580656 File-URL: http://hdl.handle.net/10.1080/02642060903580656 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1607-1619 Template-Type: ReDIF-Article 1.0 Author-Name: José Miguel Brás Author-X-Name-First: José Miguel Author-X-Name-Last: Brás Author-Name: Carlos Costa Author-X-Name-First: Carlos Author-X-Name-Last: Costa Author-Name: Dimitrios Buhalis Author-X-Name-First: Dimitrios Author-X-Name-Last: Buhalis Title: Network analysis and wine routes: the case of the Bairrada Wine Route Abstract: This paper is the outcome of extensive research carried out with the purpose of defining a development strategy for the Bairrada Wine Route in Portugal. This region has low levels of development, a condition made worse by the unfavourable economic situation of the private agents of the wine sector. Thus, the need to increase the region's competitiveness and attractiveness associated with its endogenous products and services emerged as a priority. Considering that a wine route is a network of agents in a wine region, whose purpose is to promote regional development by employing strategies that lead to the development of an inclusive regional network which encompasses public and private agents from both sectors of activity (wine and tourism), this paper focuses on the way in which the implementation of communication tools and internal organization might encourage development at different levels and promote regional competitiveness. After the evaluation of the current situation of the Bairrada region and a literature review concerning wine tourism, wine routes and networks, we were able to design a strategic policy which allows the regional development plan, supported by an organization of destination management, to be put into practice. Journal: The Service Industries Journal Pages: 1621-1641 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580706 File-URL: http://hdl.handle.net/10.1080/02642060903580706 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1621-1641 Template-Type: ReDIF-Article 1.0 Author-Name: Aggie Wegner Author-X-Name-First: Aggie Author-X-Name-Last: Wegner Author-Name: Diane Lee Author-X-Name-First: Diane Author-X-Name-Last: Lee Author-Name: Betty Weiler Author-X-Name-First: Betty Author-X-Name-Last: Weiler Title: Important ‘ingredients’ for successful tourism/protected area partnerships: partners' policy recommendations Abstract: Protected areas in Australia are of great importance to the tourism industry, conservation agencies, and other stakeholders. Due to an increase in limited resources and the complexity and uncertainty of the protected area/tourism planning context, these stakeholders are encouraged to enter partnerships. Their ability to work together effectively influences the quality of the tourist experience, the satisfaction of visitors, and the protection of the natural resource base on which the industry depends. This paper reports on in-depth interviews undertaken within a wider project that explored a number of different types of partnerships involved in tourism and protected areas with the aim of providing recommendations to policy makers regarding how successful partnerships operate. Seven key themes for policy recommendations emerged. It is suggested that, by considering and acting on these recommendations, policy makers can provide an environment that is more conducive to a collaborative approach for the management of sustainable tourism in protected areas. It is further suggested that the themes arising in this study have the potential for a wider application in a variety of tourism partnership settings. Journal: The Service Industries Journal Pages: 1643-1650 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580672 File-URL: http://hdl.handle.net/10.1080/02642060903580672 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1643-1650 Template-Type: ReDIF-Article 1.0 Author-Name: Michelle Theresa McLeod Author-X-Name-First: Michelle Theresa Author-X-Name-Last: McLeod Author-Name: David Roger Vaughan Author-X-Name-First: David Roger Author-X-Name-Last: Vaughan Author-Name: Jonathan Edwards Author-X-Name-First: Jonathan Author-X-Name-Last: Edwards Title: Knowledge networks in the tourism sector of the Bournemouth, Poole, and Christchurch conurbation: preliminary analysis Abstract: This paper provides a preliminary analysis of one element of a research study into knowledge sharing between business people in the tourism sector of the Bournemouth, Poole and Christchurch conurbation in England. The paper sets out the academic context of the analysis of knowledge sharing, the methodology and methods used to explore the nature and outcomes of knowledge sharing and preliminary results relating to knowledge network mapping. The overall aims of the research are to better understand knowledge sharing between people in the tourism sector and to suggest how knowledge sharing can be improved to the benefit of the tourism sector. Journal: The Service Industries Journal Pages: 1651-1667 Issue: 10 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903580664 File-URL: http://hdl.handle.net/10.1080/02642060903580664 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1651-1667 Template-Type: ReDIF-Article 1.0 Author-Name: Sungsoo Pyo Author-X-Name-First: Sungsoo Author-X-Name-Last: Pyo Title: Measuring tourism chain performance Abstract: The measurement of a destinations' network performance is a complex task due to the diverse actors involved and their complex relationships and there is a need to find simplified and manageable approaches for evaluation. One approach that is frequently used when a situation is too complex or requires a great amount of analysis is to divide the problem in order to conquer it. In this paper, the tourism chain is used to provide a simplified and manageable performance measurement unit for network efficiency. A tourism chain is a pattern in the way tourists interact with a destination. The purpose of this study is to develop a performance index for a tourism chain utilizing fuzzy set theory. The performance measurement model developed was then used to examine the effectiveness of various management strategies. The study found that the performance measurement system may be included in a management information feedback system to help improve decision making processes and the performance of tourism chains. Journal: The Service Industries Journal Pages: 1669-1682 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580680 File-URL: http://hdl.handle.net/10.1080/02642060903580680 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1669-1682 Template-Type: ReDIF-Article 1.0 Author-Name: Anita Zehrer Author-X-Name-First: Anita Author-X-Name-Last: Zehrer Author-Name: Frieda Raich Author-X-Name-First: Frieda Author-X-Name-Last: Raich Title: Applying a lifecycle perspective to explain tourism network development Abstract: In the twenty-first century, classic organization forms will be replaced by new forms of network organization. Specifically, the provision of complex, multi-optional and high-quality services raises numerous issues of managing and analysing network organizations in the service economy, not least in the service sector of tourism. This is a conceptual paper that explores the pertinent issues of tourism networks by discussing the application of general network research to characteristics of the tourism industry. The paper undertakes a thorough review of the relevant literature before developing propositions regarding network research in the tourism industry. This is one of the few studies to have addressed network analysis by means of the lifecycle model of destinations. Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper. Journal: The Service Industries Journal Pages: 1683-1705 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580698 File-URL: http://hdl.handle.net/10.1080/02642060903580698 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1683-1705 Template-Type: ReDIF-Article 1.0 Author-Name: Anastasia Mariussen Author-X-Name-First: Anastasia Author-X-Name-Last: Mariussen Author-Name: Roberto Daniele Author-X-Name-First: Roberto Author-X-Name-Last: Daniele Author-Name: David Bowie Author-X-Name-First: David Author-X-Name-Last: Bowie Title: Unintended consequences in the evolution of affiliate marketing networks: a complexity approach Abstract: Although there is growing interest in affiliate marketing networking as a newly emerged electronic distribution channel, little empirical research has explored this topic. Similarly, despite being widely employed to analyse organisations' behaviour and responses to the turbulent environment, aspects of complexity theory like unintended consequences have yet to be researched in depth. This study bridges these gaps by investigating unintended consequences in the evolution of affiliate marketing networks within tourism distribution. The findings may also be applicable to other services industries, such as financial services, where the use of affiliate marketing is widespread. The results from in-depth interviews and qualitative content analysis suggest that unintended consequences are an important factor in shaping the evolution of affiliate practice, and should not be underestimated by practitioners. Additionally, the study suggests that unintended consequences can be a tool for indicating areas for improvements, and can help to explain the nature of emergent affiliate marketing challenges, which might potentially assist marketing managers in the successful formation of affiliate marketing networks. Journal: The Service Industries Journal Pages: 1707-1722 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580714 File-URL: http://hdl.handle.net/10.1080/02642060903580714 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1707-1722 Template-Type: ReDIF-Article 1.0 Author-Name: Jung-Tang Hsueh Author-X-Name-First: Jung-Tang Author-X-Name-Last: Hsueh Author-Name: Neng-Pai Lin Author-X-Name-First: Neng-Pai Author-X-Name-Last: Lin Author-Name: Hou-Chao Li Author-X-Name-First: Hou-Chao Author-X-Name-Last: Li Title: The effects of network embeddedness on service innovation performance Abstract: Research suggests that business network embeddedness is an important element in innovation performance, but most often manufacturing industry is the object of study. In recent years, the service industries have become more important; hence, this study explores the relationship between network embeddedness and service innovation performance. Statistical tools, including correlation, structural equation modelling, and regression analysis, are used to analyse questionnaire results. It is found that, except for research institute embeddedness, all other forms of network embeddedness have a significant impact on service innovation performance. It is concluded that enterprises need to be tied more closely to their business partners to achieve better service innovation performance. Journal: The Service Industries Journal Pages: 1723-1736 Issue: 10 Volume: 30 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903100398 File-URL: http://hdl.handle.net/10.1080/02642060903100398 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1723-1736 Template-Type: ReDIF-Article 1.0 Author-Name: Harald Pechlaner Author-X-Name-First: Harald Author-X-Name-Last: Pechlaner Author-Name: Monika Bachinger Author-X-Name-First: Monika Author-X-Name-Last: Bachinger Title: Knowledge networks of innovative businesses: an explorative study in the region of Ingolstadt Abstract: For the transmission of implicit knowledge, personal interaction is needed. This takes place within a spatial context. A region serves as a sourcing platform for knowledge services. Using an empirical investigation in the Ingolstadt region, this paper demonstrates which qualities are common to interactions between innovative businesses, and which resources can be exchanged as a result of these relationships. Through the identification of network gaps or strategic network positions, the paper also provides policy recommendations for regional management. Journal: The Service Industries Journal Pages: 1737-1756 Issue: 10 Volume: 30 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580722 File-URL: http://hdl.handle.net/10.1080/02642060903580722 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1737-1756 Template-Type: ReDIF-Article 1.0 Author-Name: Rodolfo Baggio Author-X-Name-First: Rodolfo Author-X-Name-Last: Baggio Author-Name: Chris Cooper Author-X-Name-First: Chris Author-X-Name-Last: Cooper Title: Knowledge transfer in a tourism destination: the effects of a network structure Abstract: Tourism destinations have a necessity to innovate in order to remain competitive in an increasingly global environment. A pre-requisite for innovation is the understanding of how destinations source, share and use knowledge. This conceptual paper examines the nature of networks and how their analysis can shed light upon the processes of knowledge sharing in destinations as they strive to innovate. The paper conceptualizes destinations as networks of connected organizations, both public and private, each of which can be considered as a destination stakeholder. In network theory, they represent the nodes within the system. The paper shows how epidemic diffusion models can act as analogies for knowledge communication and transfer within a destination network. These models can be combined with other approaches to network analysis to shed light on how destination networks operate, and how they can be optimized with policy intervention to deliver innovative and competitive destinations. The paper closes with a practical tourism example taken from the Italian destination of Elba. Using numerical simulations, the case demonstrates how the Elba network can be optimized. Overall, this paper demonstrates the considerable utility of network analysis for tourism in delivering destination competitiveness.†<fn id="FN0001"> -super-†An earlier version of this paper has been presented at the IASK Advances in Tourism Research 2008 Conference, Aveiro, Portugal, 26--28 May 2008. </fn> Journal: The Service Industries Journal Pages: 1757-1771 Issue: 10 Volume: 30 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580649 File-URL: http://hdl.handle.net/10.1080/02642060903580649 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:10:p:1757-1771 Template-Type: ReDIF-Article 1.0 Author-Name: Klement Podnar Author-X-Name-First: Klement Author-X-Name-Last: Podnar Author-Name: Ursa Golob Author-X-Name-First: Ursa Author-X-Name-Last: Golob Title: Friendly flexible working practices within the internal marketing framework: a service perspective Abstract: The purpose of this paper is to increase the understanding of the existence of work flexibility and its relevance to internal marketing. Friendly forms of work flexibility are critical to an improved understanding of the role internal marketing should have to achieve better service quality performance. This exploratory study is based on a sample of 2997 private-sector organisations provided by the CRANET survey. The results show the divergence in industry business patterns in the use of friendly and unfriendly flexible work arrangements. Service companies tend to use friendly flexible working practices in larger proportions. The analysis reveals a small negative relationship between unfriendly practices and service quality. These findings may suggest that service organisations tend to create more supportive environments when offering flexible work arrangements that are friendlier for individual workers and their families. Journal: The Service Industries Journal Pages: 1773-1786 Issue: 11 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802626824 File-URL: http://hdl.handle.net/10.1080/02642060802626824 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1773-1786 Template-Type: ReDIF-Article 1.0 Author-Name: Tsuen-Ho Hsu Author-X-Name-First: Tsuen-Ho Author-X-Name-Last: Hsu Author-Name: Hwan-Yann Su Author-X-Name-First: Hwan-Yann Author-X-Name-Last: Su Author-Name: Pin-Pin Liao Author-X-Name-First: Pin-Pin Author-X-Name-Last: Liao Title: Enhancing value creation of device vendors in the medical service industry: a relationship perspective Abstract: Around the world, hospitals receiving government funding and insurance payments are under increasing pressure to cut costs. Based on the literature in relationship value and transaction cost economics, long-term relationships between suppliers and customers can be beneficial to cost reduction and value creation. This study explores the value of long-term relationships between medical device vendors and hospitals from the hospital perspective. In-depth interviews were conducted employing a grounded theory approach. The results show that in addition to product benefits/costs and supportive services, vendor reputation and sales personnel specificity are most influential towards the value of their long-term relationships. Journal: The Service Industries Journal Pages: 1787-1801 Issue: 11 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802624316 File-URL: http://hdl.handle.net/10.1080/02642060802624316 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1787-1801 Template-Type: ReDIF-Article 1.0 Author-Name: Jose Barrutia Author-X-Name-First: Jose Author-X-Name-Last: Barrutia Author-Name: Carmen Echebarria Author-X-Name-First: Carmen Author-X-Name-Last: Echebarria Title: Social expertise: a new view to explain spatial divergences in personal consumer loan prices Abstract: The objective of this paper is to explain geographical divergences in interest rates on personal loans to households using aggregated consumer knowledge-related metrics as predictors. The researchers quantitatively test their approach in countries in the Eurozone and in the Italian and Spanish regions. Social expertise explains between 69% and 84% of variance in household loan market prices at an international and inter-regional level. The approach taken is tested using real market data established after real service encounters and not published or recommended prices. Journal: The Service Industries Journal Pages: 1803-1816 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626808 File-URL: http://hdl.handle.net/10.1080/02642060802626808 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1803-1816 Template-Type: ReDIF-Article 1.0 Author-Name: Li-Chiu Chi Author-X-Name-First: Li-Chiu Author-X-Name-Last: Chi Title: Reorganisation resolutions and bank lending relationships in Taiwan Abstract: This paper investigates the impact of three different types of final resolutions of a reorganisation plan -- reorganisation ratification, out-of-court settlement, and filing dismissal -- on the filer's lead lending bank (LLB), on which earlier research is completely silent. Results reveal that LLBs have the largest (least) negative stock returns in response to the announcement of filing dismissal (reorganisation ratification). Moreover, this paper is the first to explore the extent to which the loan-, bank-, and borrower-level variables lead to a predictable valuation effect for the filer's LLB. In addition to contributing to the literature on bank--borrower relationships, this study proposes an innovative application by providing an empirical exposition of the receiver operating characteristic curve analysis and, thus, demonstrates the models' performance in reliability and robustness. Journal: The Service Industries Journal Pages: 1817-1835 Issue: 11 Volume: 30 Year: 2008 Month: 9 X-DOI: 10.1080/02642060802626782 File-URL: http://hdl.handle.net/10.1080/02642060802626782 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1817-1835 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Fuentes-Blasco Author-X-Name-First: Maria Author-X-Name-Last: Fuentes-Blasco Author-Name: Irene-Gil Saura Author-X-Name-First: Irene-Gil Author-X-Name-Last: Saura Author-Name: Gloria Berenguer-Contrí Author-X-Name-First: Gloria Author-X-Name-Last: Berenguer-Contrí Author-Name: Beatriz Moliner-Velázquez Author-X-Name-First: Beatriz Author-X-Name-Last: Moliner-Velázquez Title: Measuring the antecedents of e-loyalty and the effect of switching costs on website Abstract: This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that are online can use this knowledge to build marketing strategies. Journal: The Service Industries Journal Pages: 1837-1852 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626774 File-URL: http://hdl.handle.net/10.1080/02642060802626774 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1837-1852 Template-Type: ReDIF-Article 1.0 Author-Name: Jin-Ray Lu Author-X-Name-First: Jin-Ray Author-X-Name-Last: Lu Author-Name: Chien-Chiao Chen Author-X-Name-First: Chien-Chiao Author-X-Name-Last: Chen Title: Effect of oil price risk on systematic risk from transportation services industry evidence Abstract: This paper investigates the effects of oil price risk on systematic risk using the transportation service industries as samples across eight representative nations. The researchers estimate the systematic risk by the use of time-varying models including the Schwert and Seguin model, the Multi-GARCH model and the Kalman filter algorithm as well as the market model. The empirical results show that the Kalman filter algorithm appears to be the superior model for capturing systematic risk in the transportation industry. The betas of the marine industry decrease as it suffers from oil price risk, while the airline industry sees the reverse. Therefore, the influence of oil price risk is more critical for the airline industry. Journal: The Service Industries Journal Pages: 1853-1870 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626832 File-URL: http://hdl.handle.net/10.1080/02642060802626832 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1853-1870 Template-Type: ReDIF-Article 1.0 Author-Name: Ming-Yuan Leon Li Author-X-Name-First: Ming-Yuan Leon Author-X-Name-Last: Li Title: Re-examining the risk--return relationship in banks using quantile regression Abstract: Financial data for the US banks listed during 2001--2007 are analysed to re-examine the risk--return relationship in the banking industry. A key feature of this study is the analysis of the changing distribution of return on equity across banks and over time by the quantile regression (hereafter QR) model and a meaningful comparative analysis with the results of the ordinary least squares estimates is examined. The following conclusions are drawn from the empirical results. First, while a positive risk--return relationship is presented for the profitable banks, the risk--return relationship is negative for the profitless banks. Second, the ‘V’ shape relationship between bank risk and profitability identified by this study could satisfactorily explain the existing risk--return puzzle among the prior empirical studies. Journal: The Service Industries Journal Pages: 1871-1881 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802626865 File-URL: http://hdl.handle.net/10.1080/02642060802626865 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1871-1881 Template-Type: ReDIF-Article 1.0 Author-Name: Hun Choi Author-X-Name-First: Hun Author-X-Name-Last: Choi Author-Name: Youngchan Kim Author-X-Name-First: Youngchan Author-X-Name-Last: Kim Author-Name: Jinwoo Kim Author-X-Name-First: Jinwoo Author-X-Name-Last: Kim Title: An acceptance model for an Internet protocol television service in Korea with prior experience as a moderator Abstract: This study examines the effect of users' prior experience on the adoption behaviour in the Internet protocol television (IP TV) service domains. This article proposes a new acceptance model for an IP TV service considering the moderating effect of experience and verifies the model with an empirical study. Respondents are classified into either experienced or inexperienced groups according to their prior experience with the IP TV service. The results indicate that motivational factors used in our study affect behavioural intention. In addition, this study shows that the influence of extrinsic motivational factors on the behavioural intention are stronger for the experienced group than the inexperienced group and the influence of intrinsic motivational factors on the behavioural intention are stronger for the inexperienced group than the experienced group. This article concludes with study implications, as well as limitations and future research directions. Journal: The Service Industries Journal Pages: 1883-1901 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802627178 File-URL: http://hdl.handle.net/10.1080/02642060802627178 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1883-1901 Template-Type: ReDIF-Article 1.0 Author-Name: Sergio Sparviero Author-X-Name-First: Sergio Author-X-Name-Last: Sparviero Author-Name: Paschal Preston Author-X-Name-First: Paschal Author-X-Name-Last: Preston Title: Creativity and the positive reading of Baumol cost disease Abstract: This paper proposes a more positive and useful reading of cost disease. A case is presented for refocussing general attention from the characteristics of cost disease (i.e. widening production cost and price gap between the product of progressive and stagnant industries) to its sources. This is a useful exercise because the most important aspect of cost disease is a fundamental intuition: some types of labour provide particular contributions to various production processes that capital and new technologies are not able to replace. The implications of these findings are discussed. Journal: The Service Industries Journal Pages: 1903-1917 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802627541 File-URL: http://hdl.handle.net/10.1080/02642060802627541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1903-1917 Template-Type: ReDIF-Article 1.0 Author-Name: Eh Di Author-X-Name-First: Eh Author-X-Name-Last: Di Author-Name: Chien-Jung Huang Author-X-Name-First: Chien-Jung Author-X-Name-Last: Huang Author-Name: I-Heng Chen Author-X-Name-First: I-Heng Author-X-Name-Last: Chen Author-Name: Te-Cheng Yu Author-X-Name-First: Te-Cheng Author-X-Name-Last: Yu Title: Organisational justice and customer citizenship behaviour of retail industries Abstract: Previous research has concerned itself more with customers' purchasing behaviours but not non-purchasing behaviour. Hence, the purpose of this study is to investigate the organisational justice (OJ) and customer citizenship behaviour (CCB), including the mediating role of organisational trust. A survey was conducted on a sample of 447 fast-food restaurant customers in Taiwan in order to test the proposed model. The findings showed that the customers who have higher perceptions of justice have higher levels of trust and CCB. Positive relationship was found between trust and CCB. In addition, trust has a partially significant mediating effect between OJ and CCB. The findings are discussed in terms of their theoretical and practical implications, and also provide some suggestions for managerial practice and further research. Journal: The Service Industries Journal Pages: 1919-1934 Issue: 11 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802627533 File-URL: http://hdl.handle.net/10.1080/02642060802627533 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:11:p:1919-1934 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 1935-1937 Issue: 12 Volume: 30 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.524982 File-URL: http://hdl.handle.net/10.1080/02642069.2010.524982 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2010:i:12:p:1935-1937 Template-Type: ReDIF-Article 1.0 Author-Name: Des Laffey Author-X-Name-First: Des Author-X-Name-Last: Laffey Title: Comparison websites: evidence from the service sector Abstract: Comparison websites, also known as aggregators, have become a prominent aspect of e-business. They enable users to specify their requirements and then select from a range of sellers usually ranked according to price. Comparison websites also appeal to sellers as they refine users who are then more likely to buy. This paper analyses comparison websites using Amit and Zott's value creation in e-business model, with a specific focus on the service sector, drawing on secondary material and case studies from the UK. The paper also outlines the limitations of the value creation model, implications for practitioners and outlines areas for future research. Journal: The Service Industries Journal Pages: 1939-1954 Issue: 12 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802627558 File-URL: http://hdl.handle.net/10.1080/02642060802627558 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:12:p:1939-1954 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Dewing Author-X-Name-First: Ian Author-X-Name-Last: Dewing Author-Name: Peter Russell Author-X-Name-First: Peter Author-X-Name-Last: Russell Title: Implementing new financial regulation: actuaries and UK with-profits funds Abstract: One feature of the UK Financial Services Authority's (FSA) approach to regulation is the involvement of private actors in the regulatory process. This paper explores the introduction of ‘Principles and Practices of Financial Management’ (PPFM) for the management of with-profits funds of UK life insurers, and reports the experience of actuaries as private actors having a key role in implementing the FSA's PPFM framework. Actuaries reported experiencing considerable challenges in implementing the PPFM framework and, while accountability had increased, actuaries expressed scepticism about the ability of consumers and policyholders to make use of the increased amount of publicly available information. Journal: The Service Industries Journal Pages: 1955-1966 Issue: 12 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903191116 File-URL: http://hdl.handle.net/10.1080/02642060903191116 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:1955-1966 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Wood Author-X-Name-First: Steve Author-X-Name-Last: Wood Author-Name: Michelle Lowe Author-X-Name-First: Michelle Author-X-Name-Last: Lowe Author-Name: Neil Wrigley Author-X-Name-First: Neil Author-X-Name-Last: Wrigley Title: Conceptualising innovative customer-facing responses to planning regulation: the UK food retailers Abstract: While receiving extensive coverage across a wide range of industries, brand adaptation in the face of regulatory change has been largely under-researched in the field of retail marketing management. This paper seeks to fill this void by reviewing the strategic customer-facing responses of the leading UK food retailers to the tightening of retail land-use planning regulations; in doing so, this paper exposes a highly variable range of strategies that include store format adaptation, new format development, entry into new markets and more controversially the outright challenging of government regulation. The findings underline that although regulatory intervention can serve to restrict continued expansion, it can also encourage customer-focused innovation where well-established retail brands retain market focus but modify the shape of their ongoing growth. Journal: The Service Industries Journal Pages: 1967-1990 Issue: 12 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903191124 File-URL: http://hdl.handle.net/10.1080/02642060903191124 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:1967-1990 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Brown Author-X-Name-First: Michael Author-X-Name-Last: Brown Author-Name: Paul Whysall Author-X-Name-First: Paul Author-X-Name-Last: Whysall Title: Performance, reputation, and social responsibility in the UK's financial services: a post-‘credit crunch’ interpretation Abstract: This paper's origins lie in a perceived paradox whereby companies in Britain's financial services sector were externally promoted as ‘world class’ yet on a major peer survey of company reputations performed relatively weakly. The nature of this is explored across several components of reputation and reasons for the gap suggested. Recent events are seen as somewhat resolving the paradox; low reputation has apparently been justified by crises in the sectors; however, if that were the case, it raises questions about how any gap between reputation and reality came about and who was responsible for creating a false impression. Journal: The Service Industries Journal Pages: 1991-2006 Issue: 12 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903220931 File-URL: http://hdl.handle.net/10.1080/02642060903220931 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:1991-2006 Template-Type: ReDIF-Article 1.0 Author-Name: Iuan-Yuan Lu Author-X-Name-First: Iuan-Yuan Author-X-Name-Last: Lu Author-Name: Teng-Hu Su Author-X-Name-First: Teng-Hu Author-X-Name-Last: Su Author-Name: Ing-Chung Huang Author-X-Name-First: Ing-Chung Author-X-Name-Last: Huang Title: Consulting knowledge and organisation's absorptive capacity: A communication chain perspective Abstract: This study investigates the communication chain of consulting knowledge constituted by consultants and internal lecturers. We analyse the differences between consultants and internal lecturers in their capability of knowledge training and discuss its influence on organisations' absorption of consulting knowledge. Based on a Mann--Whitney U test of data from 47 quality management consultants and 235 internal lecturers in Taiwan, we found that internal lecturers significantly exhibited weaker capability than consultants, especially in knowledge structure, knowledge transformation, trainee orientation and training ethics. The capability gap was disadvantageous for organisations to absorb consulting knowledge and suggestions for improving this problem were provided finally. Journal: The Service Industries Journal Pages: 2007-2022 Issue: 12 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903191090 File-URL: http://hdl.handle.net/10.1080/02642060903191090 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2007-2022 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Ioncica Author-X-Name-First: Maria Author-X-Name-Last: Ioncica Author-Name: Mihaela Draghici Author-X-Name-First: Mihaela Author-X-Name-Last: Draghici Author-Name: Cristina Petrescu Author-X-Name-First: Cristina Author-X-Name-Last: Petrescu Author-Name: Diana Ioncica Author-X-Name-First: Diana Author-X-Name-Last: Ioncica Title: Services specialization (a possible index) and its connection with competitiveness: the case of Romania Abstract: In the authors' opinion, specialization stands for both an expression of competitiveness, and a continuity and attention paid to some activities, thus reflecting the positive evolution of a national economy. By increasing the specialization of service functions, qualitative changes occur in the evolution of an economy. In this study, the authors emphasize the importance of specialization implications by reference to services development in Romania, since the Romanian economy requires an increase in services activities. Finally, a formula is proposed to determine the specialization degree, which is exemplified by calculating a specialization index in tourism. Journal: The Service Industries Journal Pages: 2023-2044 Issue: 12 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903191066 File-URL: http://hdl.handle.net/10.1080/02642060903191066 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2023-2044 Template-Type: ReDIF-Article 1.0 Author-Name: Søren H. Jensen Author-X-Name-First: Søren H. Author-X-Name-Last: Jensen Author-Name: Flemming Poulfelt Author-X-Name-First: Flemming Author-X-Name-Last: Poulfelt Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Title: Managerial routines in professional service firms: transforming knowledge into competitive advantages Abstract: This paper is about managerial routines in professional service firms (PSFs) and takes a resource-based perspective. It describes how managerial routines can be used to transform capabilities into competitive advantages. The empirical data explore three PSFs facing dilemmas concerning the management of their human resources and their professionals, and show how new managerial routines have been established. It further shows that PSFs' innovations are routine and are mainly reactive. Most routines are directed towards exploration, which is caused by the need to focus on projects for clients who in the daily routines supersede the need for developing HRM routines. Due to the importance of the projects and the markets the PSFs operate in, we will also look at the relations between PSFs and their markets. The concept of managerial routines is seen in relation to exploration and exploitation, which are subsequently used in an empirical analysis. In doing this, the analysis reveals a conflict between external demands from the clients and the internal utilization of the capabilities within the firms. Journal: The Service Industries Journal Pages: 2045-2062 Issue: 12 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903191082 File-URL: http://hdl.handle.net/10.1080/02642060903191082 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2045-2062 Template-Type: ReDIF-Article 1.0 Author-Name: Renato Orozco Pereira Author-X-Name-First: Renato Orozco Author-X-Name-Last: Pereira Author-Name: Ben Derudder Author-X-Name-First: Ben Author-X-Name-Last: Derudder Title: The cities/services-nexus: determinants of the location dynamics of advanced producer services firms in global cities Abstract: This paper presents an analysis of the determinants of the location dynamics of advanced producer services firms in global cities. By gauging the importance of the presence of leading firms for the years 2000 and 2004, a measurement of the aggregate location change is produced. This measure is used to search for determinants of the observed location change, both in general and in sectoral terms (management consultancy and banking). We also investigate how the presence of firms from the same and from other sectors influences the dynamics of a firms' location strategy. Journal: The Service Industries Journal Pages: 2063-2080 Issue: 12 Volume: 30 Year: 2009 Month: 6 X-DOI: 10.1080/02642060903191074 File-URL: http://hdl.handle.net/10.1080/02642060903191074 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2063-2080 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Fu Chen Author-X-Name-First: Ching-Fu Author-X-Name-Last: Chen Author-Name: Ya-Ling Kao Author-X-Name-First: Ya-Ling Author-X-Name-Last: Kao Title: Relationships between process quality, outcome quality, satisfaction, and behavioural intentions for online travel agencies -- evidence from Taiwan Abstract: Instead of using the SERVQUAL-type scale, this study conceptualizes e-service quality by two dimensions -- process quality and outcome quality -- and explores the relationships between process quality, outcome quality, satisfaction, and behavioural intentions in the context of online travel agencies. Using an empirical survey consisting of 240 Taiwanese respondents who have purchased online travel agents' products, the results reveal that process quality and outcome quality have significantly direct and positive effects on satisfaction. In addition, there exists a significant influence of satisfaction on behavioural intentions. While supporting the quality--satisfaction--behavioural intentions relationship overall, this study specifically provides more insights into the construction and effects of e-service quality. Journal: The Service Industries Journal Pages: 2081-2092 Issue: 12 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903191108 File-URL: http://hdl.handle.net/10.1080/02642060903191108 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2081-2092 Template-Type: ReDIF-Article 1.0 Author-Name: Pekka Ilmakunnas Author-X-Name-First: Pekka Author-X-Name-Last: Ilmakunnas Author-Name: Seija Ilmakunnas Author-X-Name-First: Seija Author-X-Name-Last: Ilmakunnas Title: Work force ageing and expanding service sector: a double burden on productivity? Abstract: Expansion of the service sector has often been considered as a threat to aggregate productivity. We examine whether work force ageing is a cause of further concern in the service sector, using matched employer--employee data from Finland. The results show hump-shaped relationships between average age of the work force and establishment productivity. The results vary somewhat across different service industries (hotels and restaurants, trade, transportation, and business services). The conclusion is that there is some worry about a double burden from ageing of the work force and expansion of the low-productivity service sector, especially in the labour-intensive, low-skill fields. Journal: The Service Industries Journal Pages: 2093-2110 Issue: 12 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903199838 File-URL: http://hdl.handle.net/10.1080/02642060903199838 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:12:p:2093-2110 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 2111-2113 Issue: 13 Volume: 30 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.530065 File-URL: http://hdl.handle.net/10.1080/02642069.2010.530065 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2010:i:13:p:2111-2113 Template-Type: ReDIF-Article 1.0 Author-Name: Ingo Borchert Author-X-Name-First: Ingo Author-X-Name-Last: Borchert Author-Name: Aaditya Mattoo Author-X-Name-First: Aaditya Author-X-Name-Last: Mattoo Title: The crisis-resilience of services trade Abstract: Much attention has been focused on the impact of the current crisis on goods trade; hardly any on its impact on services trade. Using new trade data from the USA, and more aggregate data from other OECD countries, the authors show that services trade is weathering the current crisis much better than goods trade. On the basis of new evidence from Indian services exporters, it is suggested that services trade is more robust relative to goods trade for three reasons: less cyclical demand; lesser dependence on external finance; and few explicitly protectionist measures so far taken in services. Journal: The Service Industries Journal Pages: 2115-2136 Issue: 13 Volume: 30 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903289944 File-URL: http://hdl.handle.net/10.1080/02642060903289944 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2115-2136 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco J. Miranda Author-X-Name-First: Francisco J. Author-X-Name-Last: Miranda Author-Name: Antonio Chamorro Author-X-Name-First: Antonio Author-X-Name-Last: Chamorro Author-Name: Luis R. Murillo Author-X-Name-First: Luis R. Author-X-Name-Last: Murillo Author-Name: Juan Vega Author-X-Name-First: Juan Author-X-Name-Last: Vega Title: Assessing primary healthcare services quality in Spain: managers <italic>vs</italic>. patients perceptions Abstract: This paper measures the perceptions of the service quality by both the users and the health centre managers in Spain. With this information, it was possible to calculate the size of Gap-6, proposed by Lewis of discrepancy among the customers' perceptions and the perceptions of health centre managers. Using factor analysis and multiple regressions, significant associations were found between the service quality dimensions and patient satisfaction. Implications and future research issues are discussed. Journal: The Service Industries Journal Pages: 2137-2149 Issue: 13 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903215055 File-URL: http://hdl.handle.net/10.1080/02642060903215055 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2137-2149 Template-Type: ReDIF-Article 1.0 Author-Name: David Waller Author-X-Name-First: David Author-X-Name-Last: Waller Author-Name: Alan T Shao Author-X-Name-First: Alan T Author-X-Name-Last: Shao Author-Name: Yeqing Bao Author-X-Name-First: Yeqing Author-X-Name-Last: Bao Title: Client influence and advertising standardization: a survey of ad agencies Abstract: With increased globalization of markets, the standardization of products, services, and promotion activities has streamlined the work performed by advertising agencies. In this study, managing directors of Australian and US advertising agencies were questioned about the extent their clients influence agency functions and the degree of standardization used. It was found that copywriting was the main service offered and the clients usually have a major influence on their services. As for those that handle multi-country campaigns, older agencies tend to be more involved in international markets, and there was some degree of standardizing of campaigns and creative work. Journal: The Service Industries Journal Pages: 2151-2161 Issue: 13 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903215048 File-URL: http://hdl.handle.net/10.1080/02642060903215048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2151-2161 Template-Type: ReDIF-Article 1.0 Author-Name: José Ángel Miguel-Dávila Author-X-Name-First: José Ángel Author-X-Name-Last: Miguel-Dávila Author-Name: Laura Cabeza-García Author-X-Name-First: Laura Author-X-Name-Last: Cabeza-García Author-Name: Laura Valdunciel Author-X-Name-First: Laura Author-X-Name-Last: Valdunciel Author-Name: Marcela Flórez Author-X-Name-First: Marcela Author-X-Name-Last: Flórez Title: Operations in banking: the service quality and effects on satisfaction and loyalty Abstract: This paper studies the service quality provided by the banks. The objectives are (i) to identify which aspects of the transactions carried out by the banks are important for the service quality perceived by the customers, taking into account some aspects that are sometimes ignored (online channels) and (ii) to observe how service quality influences customer satisfaction and how customer satisfaction affects the loyalty towards the bank. Using a factor analysis, the research identifies the operative, physical, new technologies and human factors. Next, using structural equations models with AMOS, the results show an influence of the operative aspects and the new technologies on service quality, as well as the confirmation of quality as a precedent to customer satisfaction, and how such satisfaction influences on customer's loyalty towards the bank. Journal: The Service Industries Journal Pages: 2163-2182 Issue: 13 Volume: 30 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903289936 File-URL: http://hdl.handle.net/10.1080/02642060903289936 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2163-2182 Template-Type: ReDIF-Article 1.0 Author-Name: Ling-Feng Hsieh Author-X-Name-First: Ling-Feng Author-X-Name-Last: Hsieh Author-Name: Li-Hsin Wang Author-X-Name-First: Li-Hsin Author-X-Name-Last: Wang Author-Name: Yi-Chen Huang Author-X-Name-First: Yi-Chen Author-X-Name-Last: Huang Author-Name: Angel Chen Author-X-Name-First: Angel Author-X-Name-Last: Chen Title: An efficiency and effectiveness model for international tourist hotels in Taiwan Abstract: Taiwan's economic growth has improved the quality of life and raised the standard of the tourism industry in Taiwan. This paper selects the hotel industry, in order to assess how international tourist hotels operate their business by applying data envelopment analysis (DEA) to measure their operational efficiency and effectiveness. By using the DEA model to assess the results of the relative efficiency and effectiveness of hotels to improve their operations, the paper also aims to rank the hotels by applying the VlseKriterijumska Optimizacija I Kompromisno Resenje method combined with entropy weight among the criteria. Journal: The Service Industries Journal Pages: 2183-2199 Issue: 13 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903215030 File-URL: http://hdl.handle.net/10.1080/02642060903215030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2183-2199 Template-Type: ReDIF-Article 1.0 Author-Name: Immacolata Vellecco Author-X-Name-First: Immacolata Author-X-Name-Last: Vellecco Author-Name: Alessandra Mancino Author-X-Name-First: Alessandra Author-X-Name-Last: Mancino Title: Sustainability and tourism development in three Italian destinations: stakeholders' opinions and behaviours Abstract: The paper focuses on tourism sustainability and environmental policies. It presents the findings of an empirical research study on environmental awareness in three Italian areas. The aim of the research was to study local stakeholders' environmental awareness so as to verify their willingness to support environmental needs. Institutional stakeholders and local tourism entrepreneurs were interviewed at each site. The areas have been analysed as case studies in order to evaluate the local communities' commitment towards protecting the environment. In addition, the opinions of different stakeholders within each site and across sites have been compared. This work also underlines the importance of endogenous processes of a socio-cultural type, such as primary drivers of innovative eco-compatible behaviours, compared with the role played by market-driven external forces or traditional government regulation. The findings demonstrate that, in lacking shared responsibility, conflicts and tensions inside the local community paralyse innovative environmental behaviours when they ought really to be turned into opportunities for debate so that shared strategies and solutions may be identified. Journal: The Service Industries Journal Pages: 2201-2223 Issue: 13 Volume: 30 Year: 2009 Month: 7 X-DOI: 10.1080/02642060903287500 File-URL: http://hdl.handle.net/10.1080/02642060903287500 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2201-2223 Template-Type: ReDIF-Article 1.0 Author-Name: Fernando Merino Author-X-Name-First: Fernando Author-X-Name-Last: Merino Author-Name: Diego R. Rodríguez Author-X-Name-First: Diego R. Author-X-Name-Last: Rodríguez Title: Relatedness of decisions in business services outsourcing Abstract: The literature of service outsourcing is mainly focused on case studies or specific service activities. However, there is no evidence about the pattern of relatedness among outsourcing of services. This paper analyses this issue by a relatedness index previously applied in the framework of product and technological diversification. The index is applied to analyse the degree of relatedness for outsourcing decisions among an array of fourteen services in a large data set of Spanish manufacturers in 1990--2006, detecting four time-constant clusters. An econometric analysis tests the alternative explanations about this pattern of joint decisions, based on shared knowledge and on workers' expertise. Journal: The Service Industries Journal Pages: 2225-2237 Issue: 13 Volume: 30 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903295651 File-URL: http://hdl.handle.net/10.1080/02642060903295651 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2225-2237 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Thomas Stelling Author-X-Name-First: Mark Thomas Author-X-Name-Last: Stelling Author-Name: Rajkumar Roy Author-X-Name-First: Rajkumar Author-X-Name-Last: Roy Author-Name: Ashutosh Tiwari Author-X-Name-First: Ashutosh Author-X-Name-Last: Tiwari Author-Name: Basim Majeed Author-X-Name-First: Basim Author-X-Name-Last: Majeed Title: Evaluation of business processes using probability-driven activity-based costing Abstract: The design of business processes often ignores detailed consideration of service cost. With competitive market pressure, this has become a key factor for the service sector. The ideas discussed in this paper are a result of research into automating the re-engineering of business processes. This paper presents a methodology for estimating the cost of a process, crucial to the evaluation of the process, using a novel variation of activity-based cost estimation. The majority of the research in this project has concentrated on the service sector and these types of processes are used as examples. Journal: The Service Industries Journal Pages: 2239-2260 Issue: 13 Volume: 30 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802706972 File-URL: http://hdl.handle.net/10.1080/02642060802706972 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:13:p:2239-2260 Template-Type: ReDIF-Article 1.0 Author-Name: Ken Kwong-Kay Wong Author-X-Name-First: Ken Kwong-Kay Author-X-Name-Last: Wong Title: Fighting churn with rate plan right-sizing: a customer retention strategy for the wireless telecommunications industry Abstract: Prior literature suggests that wireless customers have difficulty in predicting their usage requirements and they often subscribe to rate plans that are not financially optimized. However, the benefits of having wireless customers on optimal rate plans are relatively unknown due to limited research in this area. This paper aims to address this knowledge gap and presents a customer retention strategy for the wireless telecommunications industry. The usage and payment records of 1403 Canadian post-paid wireless customers are examined over a 3.7-year study period. Pearson's <italic>χ</italic> -super-2 test and hazard function graph are used to reveal how customer churn rate is influenced by rate plan suitability. The statistical analysis demonstrates that customers who are using optimal rate plans have lower churn rate than those with non-optimal ones. Journal: The Service Industries Journal Pages: 2261-2271 Issue: 13 Volume: 30 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903295669 File-URL: http://hdl.handle.net/10.1080/02642060903295669 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2009:i:13:p:2261-2271 Template-Type: ReDIF-Article 1.0 Author-Name: Yueh-Neng Lin Author-X-Name-First: Yueh-Neng Author-X-Name-Last: Lin Author-Name: Shih-Kuo Yeh Author-X-Name-First: Shih-Kuo Author-X-Name-Last: Yeh Author-Name: Shih-Ching Chuan Author-X-Name-First: Shih-Ching Author-X-Name-Last: Chuan Author-Name: Steven J. Jordan Author-X-Name-First: Steven J. Author-X-Name-Last: Jordan Title: The link between intraday signals and call warrant mispricing Abstract: This study proposes a linkage between intraday variables (signal amounts and signal duration) and the mispricing of Taiwan call warrant prices, based on the lower boundary condition of Merton [1973. Theory of rational option pricing. <italic>Bell Journal of Economics and Management Science</italic>, <italic>4</italic>(1), 141--183] as modified by Galai [1978. Empirical tests of boundary conditions for CBOE options. <italic>Journal of Financial Economics</italic>, <italic>9</italic>(2), 321--346]. Trading mispriced call warrants associated with a riskless hedging strategy over the period January 2004--December 2005 on average produces abnormal profits after taking into account transaction costs, as indicative of an inefficient market. Journal: The Service Industries Journal Pages: 2273-2288 Issue: 13 Volume: 30 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802629885 File-URL: http://hdl.handle.net/10.1080/02642060802629885 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:13:p:2273-2288 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 2289-2292 Issue: 14 Volume: 30 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.530066 File-URL: http://hdl.handle.net/10.1080/02642069.2010.530066 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2010:i:14:p:2289-2292 Template-Type: ReDIF-Article 1.0 Author-Name: Won-Moo Hur Author-X-Name-First: Won-Moo Author-X-Name-Last: Hur Author-Name: Jungkun Park Author-X-Name-First: Jungkun Author-X-Name-Last: Park Author-Name: Minsung Kim Author-X-Name-First: Minsung Author-X-Name-Last: Kim Title: The role of commitment on the customer benefits--loyalty relationship in mobile service industry Abstract: The purpose of this study is to identify appropriate combinations between various types of commitment and benefit, to induce and enhance loyalty behaviours, such as customer retention, cross-selling, and customers' positive word-of-mouth, in a matured service market. The results show that functional and economic benefits have significant effects on customer retention through calculative commitment, while experiential and symbolic benefits significantly affect cross-selling and positive word-of-mouth via affective commitment. Normative commitment mediates the relationship between affective commitment and customer retention. The implications of these findings for loyalty management strategy related with service benefits and type of commitment are discussed. Limitations and recommendations for future research are also presented. Journal: The Service Industries Journal Pages: 2293-2309 Issue: 14 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802629877 File-URL: http://hdl.handle.net/10.1080/02642060802629877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2293-2309 Template-Type: ReDIF-Article 1.0 Author-Name: Chia-Chi Lee Author-X-Name-First: Chia-Chi Author-X-Name-Last: Lee Author-Name: Tyrone T. Lin Author-X-Name-First: Tyrone T. Author-X-Name-Last: Lin Author-Name: Chien-Jen Chen Author-X-Name-First: Chien-Jen Author-X-Name-Last: Chen Title: The determinant of customer profitability on the financial institution Abstract: This paper aims to examine the influences of personal attributes of salaried customers, product transaction strategies, and sales personnel as three dimensions on the profitability contributed by customers in the wealth management business of the banking industry. The multiple regression analysis is performed for an empirical test. The results show that four variables, i.e. the quantity of the products held, purchasing frequency of investment products, level of financial advisers, and degree of customers' satisfaction have significantly positive influences on the profitability contributed by customers. This paper provides a reference for the financial industry to formulate the management strategies targeting at the optimal customers in wealth management. Journal: The Service Industries Journal Pages: 2311-2328 Issue: 14 Volume: 30 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802629901 File-URL: http://hdl.handle.net/10.1080/02642060802629901 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2311-2328 Template-Type: ReDIF-Article 1.0 Author-Name: Tsui-Yii Shih Author-X-Name-First: Tsui-Yii Author-X-Name-Last: Shih Title: The determinate effects of competences and decision process factors on firms' internationalisation Abstract: This study introduces the current situation of Taiwan's financial industries and presents a literature review including competences, competitive advantage, and key factors under the process of the international investment decision, and internationalisation. The study takes a ‘triangulation’ approach that uses both qualitative and quantitative methods in the exploration of the internationalisation of Taiwan financial markets. Sampling targets of the research consist of managers from banks, security firms, and insurance firms in Taiwan. The findings highlight perceptions of factors such as resources, skill, market knowledge, and international investment experience of firms aiding the internationalisation of Taiwan financial industry. Further, this study reveals that firms' internationalisation relates positively to the firms performance. Journal: The Service Industries Journal Pages: 2329-2350 Issue: 14 Volume: 30 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802629893 File-URL: http://hdl.handle.net/10.1080/02642060802629893 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2329-2350 Template-Type: ReDIF-Article 1.0 Author-Name: Meng-Fen Hsieh Author-X-Name-First: Meng-Fen Author-X-Name-Last: Hsieh Author-Name: Chung-Hua Shen Author-X-Name-First: Chung-Hua Author-X-Name-Last: Shen Author-Name: Jen-Sin Lee Author-X-Name-First: Jen-Sin Author-X-Name-Last: Lee Title: Factors influencing the foreign entry mode of Asian and Latin-American banks Abstract: The majority of past studies on the foreign market mode of entry have focused on manufacturing industries. Although some studies have explored the entry mode decisions of the banking industry, most of them have adopted the case study method, and systematic studies have been relatively few. This study intends to fill this gap through an investigation of 7041 Asian and Latin-American bank branches covering the period from 1999 to 2005. The analytical results demonstrate that both Asian and Latin-American banks are market seekers. However, Latin-American banks are not customer followers. In addition, the larger the scale of the bank or the greater the net interest margin the more likely it is that high-control entry modes will be adopted. In contrast, in countries in Asia with a greater cultural distance, banks tend to establish low-control entry modes to avoid uncertainty. However, this does not apply in the case of Latin America. Journal: The Service Industries Journal Pages: 2351-2365 Issue: 14 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802641567 File-URL: http://hdl.handle.net/10.1080/02642060802641567 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2351-2365 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Author-Name: Chung-Te Ting Author-X-Name-First: Chung-Te Author-X-Name-Last: Ting Author-Name: Chin-Wei Huang Author-X-Name-First: Chin-Wei Author-X-Name-Last: Huang Title: The different systems for tourist hotels efficiency estimation in Taiwan Abstract: This study adopts the data envelopment analysis (DEA), including the Banker, Charnes, and Cooper and system DEA estimation, to investigate the operating efficiency of Taiwanese Hotels under different efficient frontier systems. The results are summarised as follows: (1) the efficiency of chain-operated hotels are higher than the efficiency of independent-operated hotels; (2) if different frontier systems are assessed by the same frontier, then it will cause a wrong judgement in efficient reference sets; (3) if the hotels are treated as independent samples, then some inefficient hotels are mistaken as being efficient; and (4) the independent type take the chain type as efficient reference sets. Journal: The Service Industries Journal Pages: 2367-2385 Issue: 14 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802635569 File-URL: http://hdl.handle.net/10.1080/02642060802635569 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2367-2385 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-Chih Wang Author-X-Name-First: Hui-Chih Author-X-Name-Last: Wang Author-Name: Her-Sen Doong Author-X-Name-First: Her-Sen Author-X-Name-Last: Doong Title: Nine issues for Internet-based survey research in service industries Abstract: Internet-based surveys have recently become a popular means of data collection among researchers in the service industries. However, there has been little discussion regarding the validation of Internet-based surveys in this services discipline. From the perspective of positivist and quantitative research, failure to organise a scientific and rigorous research design will damage the validity, reliability, and generalisability of a study's findings and, in turn, its contributions. This paper identifies nine key issues from theoretical discussions and accordingly examines the Internet-based survey studies published in <italic>The Service Industries Journal</italic> between 2001 and 2008 to demonstrate the current status of the Internet-based survey development in this field. Further, an empirical study with a carefully designed methodology is presented to serve as a useful guide in planning and executing Internet-based surveys. Journal: The Service Industries Journal Pages: 2387-2399 Issue: 14 Volume: 30 Year: 2008 Month: 10 X-DOI: 10.1080/02642060802644926 File-URL: http://hdl.handle.net/10.1080/02642060802644926 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2387-2399 Template-Type: ReDIF-Article 1.0 Author-Name: Ting-Yueh Chang Author-X-Name-First: Ting-Yueh Author-X-Name-Last: Chang Author-Name: Shun-Ching Horng Author-X-Name-First: Shun-Ching Author-X-Name-Last: Horng Title: Conceptualizing and measuring experience quality: the customer's perspective Abstract: Today many customers, managers, and scholars have become aware of the importance of experiences, which are characterized as satisfying customers' psychic or personal needs. For customers, they care more about the experiences that are provided by stores, and they are willing to pay for them. As for managers, attractive experiences are the products they have taken great efforts to create, manage, and sell. For academic researchers, experiences are considered as distinct economic offerings that are different from goods and services. These scholars believe that the focus of the economy has been transferred to experience (O'Sullivan, E.L., & Spangler, K.J. (1998). <italic>Experience marketing: Strategies for the new millennium</italic>. State College, PA: Venture Publishing), and that experience industries are on the rise (O'Sullivan, E.L., & Spangler, K.J. (1998). <italic>Experience marketing: Strategies for the new millennium</italic>. State College, PA: Venture Publishing; Pine, B.J., & Gilmore, J.H. (1998). Welcome to the experience economy. <italic>Harvard Business Review</italic> (July--August), 97--105; Pine, B.J., & Gilmore, J.H. (1999). <italic>The experience economy: Work is theatre & every business a stage</italic>. Boston: Harvard Business School Press; Schmitt, B.H. (1999). <italic>Experiential marketing: How to get customer to sense, feel, think, act, relate to your company and brands</italic>. New York: The Free Press). Although experiences have moved to the centre of customers' consumption activities and have become crucial for business success, very few studies have investigated the customers' perceptions of experience quality. In this research, we have conceptually defined experience quality as the customers' emotional judgment about an entire experience with an elaborately designed service setting. We have undertaken multiple phases in conceptualizing and measuring the concept of experience quality. Journal: The Service Industries Journal Pages: 2401-2419 Issue: 14 Volume: 30 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802629919 File-URL: http://hdl.handle.net/10.1080/02642060802629919 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2401-2419 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Cheng Lee Author-X-Name-First: Shu-Cheng Author-X-Name-Last: Lee Author-Name: Hueimei Liang Author-X-Name-First: Hueimei Author-X-Name-Last: Liang Author-Name: Chang-Yung Liu Author-X-Name-First: Chang-Yung Author-X-Name-Last: Liu Title: The effects of absorptive capacity, knowledge sourcing strategy, and alliance forms on firm performance Abstract: This paper explores the relationship between absorptive capacity, knowledge sourcing strategy, alliance forms, and firm performance. Based on the literature, the concept of a knowledge sourcing strategy in alliance contexts is proposed, which can be categorised into two types: a knowledge internalisation strategy and a knowledge access strategy. From an organisational learning perspective, it is argued that a firm's absorptive capacity has a positive influence on a knowledge internalisation strategy, and accordingly a firm's choices of alliance forms are also influenced. R&D performance is also included in the theoretical model in order to generate further managerial implications. Instead of using conventional regression methods, structural equation modelling (SEM) is adopted to conduct path analysis, as SEM is well suited in verifying multiple-dependent models. The arguments advanced are supported by empirical analysis of a sample of 148 alliances. Journal: The Service Industries Journal Pages: 2421-2440 Issue: 14 Volume: 30 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802635551 File-URL: http://hdl.handle.net/10.1080/02642060802635551 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2421-2440 Template-Type: ReDIF-Article 1.0 Author-Name: Shari S.C. Shang Author-X-Name-First: Shari S.C. Author-X-Name-Last: Shang Author-Name: Shu Fang Lin Author-X-Name-First: Shu Fang Author-X-Name-Last: Lin Title: People-driven processes in customer relationship management Abstract: Customer relationship management (CRM) is one of the most popular strategies for an organization to satisfy its customers and obtain growth profits. Much attention of the research to date, however, has been paid to strategy, implementation, and organization performance, with the people dimension in CRM being under-researched. This study attempts to investigate the importance of people-driven processes of CRM in organizations and identify factors affecting the effectiveness of people-driven CRM processes. A multiple case study approach was applied and in-depth interviews were conducted with managers from four case companies to identify the factors influencing the people-driven CRM processes. Four dependency factors affecting the effectiveness of people-driven processes were identified, including customer emotional needs, customer involvement, employee capabilities, and organizational customer-oriented culture. Journal: The Service Industries Journal Pages: 2441-2456 Issue: 14 Volume: 30 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712780 File-URL: http://hdl.handle.net/10.1080/02642060802712780 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2441-2456 Template-Type: ReDIF-Article 1.0 Author-Name: Marti Casadesus Author-X-Name-First: Marti Author-X-Name-Last: Casadesus Author-Name: Frederic Marimon Author-X-Name-First: Frederic Author-X-Name-Last: Marimon Author-Name: Mar Alonso Author-X-Name-First: Mar Author-X-Name-Last: Alonso Title: The future of standardised quality management in tourism: evidence from the Spanish tourist sector Abstract: As quality management has become more important in the tourist sector, the implementation of standardised quality management systems has become more common in this industry. A forerunner in this development has been the Spanish tourist sector, in which 17 specific quality management standards have been developed over several years in various tourist sub-sectors, including hotels, rural accommodation, restaurants, spas, and travel agencies. The present study, which is exploratory in nature, analyses the diffusion of these standards using a model that has been well attested in the specialised literature, together with a qualitative analysis of three practical cases. The study concludes that the standardisation of quality management in tourism will increase in coming years. The worldwide diffusion of ISO 9001 and ISO 14001 in many service sectors and the findings of the present study with respect to the increasing implementation of the Spanish standards provide an indication of what is likely to happen in the service sector as a whole in most countries. Journal: The Service Industries Journal Pages: 2457-2474 Issue: 14 Volume: 30 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712822 File-URL: http://hdl.handle.net/10.1080/02642060802712822 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:30:y:2008:i:14:p:2457-2474 Template-Type: ReDIF-Article 1.0 Author-Name: Francesc Solé Parellada Author-X-Name-First: Francesc Solé Author-X-Name-Last: Parellada Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Author-Name: Kun-Huang Huarng Author-X-Name-First: Kun-Huang Author-X-Name-Last: Huarng Title: An overview of the service industries' future (priorities: linking past and future) Abstract: The innovative future of service industries in detail from any viewpoint or theoretical perspective forms the central subject matter for this special issue. One of the sectors considered to be relevant for favouring the growth of the international economy is the services sector. The relative ease with which services can be implanted in certain activities with notably less capital than that required for most industries, as well as the direct and indirect effects it generates on the job market, are factors that have brought about belief and reliance on this sector to provide a means of growth and a way of recovering from any international economic crisis, and in the future may prove to play an even more vital role. Journal: The Service Industries Journal Pages: 1-6 Issue: 1 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2010.485197 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485197 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:1:p:1-6 Template-Type: ReDIF-Article 1.0 Author-Name: L. M. Castro Author-X-Name-First: L. M. Author-X-Name-Last: Castro Author-Name: Angeles Montoro-Sanchez Author-X-Name-First: Angeles Author-X-Name-Last: Montoro-Sanchez Author-Name: Marta Ortiz-De-Urbina-Criado Author-X-Name-First: Marta Author-X-Name-Last: Ortiz-De-Urbina-Criado Title: Innovation in services industries: current and future trends Abstract: The purpose of this paper is to compare the behaviour of service companies and manufacturing companies in technological, organisational and commercial innovation. The analysis of a sample of 11,330 Spanish companies has shown that manufacturing companies have a greater tendency to perform technological innovations, that is, product and process innovations, whereas service companies are more prone to carrying out organisational and commercial innovations. The future tendency should be determined by the use of integrating analytical approaches proposing models to reflect all types of innovation with no discrimination based on the sector to which they belong. Journal: The Service Industries Journal Pages: 7-20 Issue: 1 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485196 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485196 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:7-20 Template-Type: ReDIF-Article 1.0 Author-Name: Carla C.J.M. Millar Author-X-Name-First: Carla C.J.M. Author-X-Name-Last: Millar Author-Name: Chong Ju Choi Author-X-Name-First: Chong Ju Author-X-Name-Last: Choi Title: The innovative future of service industries: (anti-)globalization and commensuration Abstract: This paper is about the innovative future of service industries, with a focus on knowledge-intensive business services (KIBS). The authors discuss the unique characteristics of service industries, the effects of internet technology and standardization in the realm of globalization and the future global knowledge based society. The paper analyses the link between the assessment of KIBS -- by both stakeholders and clients -- and commensuration, which is defined as comparing different entities to a common metric and measurement. This conceptual paper argues that the temptation to ‘quantify’ the value of KIBS as if they were commodities in global free markets is mistaken and especially problematic in a knowledge based society and that the necessary conceptual framework will include commensuration and possibly concepts from the sociological study of exchange and gift-giving. Journal: The Service Industries Journal Pages: 21-38 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.486030 File-URL: http://hdl.handle.net/10.1080/02642069.2010.486030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:21-38 Template-Type: ReDIF-Article 1.0 Author-Name: Itxaso del-Palacio Author-X-Name-First: Itxaso Author-X-Name-Last: del-Palacio Author-Name: Francesc Sole Author-X-Name-First: Francesc Author-X-Name-Last: Sole Author-Name: Jasmina Berbegal Author-X-Name-First: Jasmina Author-X-Name-Last: Berbegal Title: Which services support research activities at universities? Abstract: In the current innovation system, governments and society in general are willing universities to serve local economic organisations and to commit to social welfare. As research expenditures have risen, the attention to research performance has also grown. University internal services -- principally infrastructures and staff -- can contribute to improving research performance. In this paper, the authors confirm this contribution by developing a quantitative analysis on a sample of 62 public and private universities in Spain. It is found that, despite the positive contribution, the importance given to internal services by university management is still not significant. It is also found that, unlike previous studies had suggested, Spanish private universities do not show better research performance than public universities. Journal: The Service Industries Journal Pages: 39-58 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.485194 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485194 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:39-58 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Nissan Author-X-Name-First: Edward Author-X-Name-Last: Nissan Author-Name: Miguel-Angel Galindo Author-X-Name-First: Miguel-Angel Author-X-Name-Last: Galindo Author-Name: Maria Teresa Méndez Author-X-Name-First: Maria Teresa Author-X-Name-Last: Méndez Title: The future of services in a globalized economy Abstract: In recent decades, the New Economy approach has been developed. This approach tries to analyse the new relationships among countries through the globalization process and has changed the views of several economists about the behaviour of economic activity. In this approach, services play a relevant role. The main goal of this paper is to explore the important role of services in the new economy. Through an extensive literature review, a variety of topics that connect economic growth and development to the presence of services is analysed. It also, by providing recent trends in services when compared with manufacturing, shows that the role of services, especially financial, has been on the increase in recent years. Journal: The Service Industries Journal Pages: 59-78 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.485195 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485195 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:59-78 Template-Type: ReDIF-Article 1.0 Author-Name: Kun-Huang Huarng Author-X-Name-First: Kun-Huang Author-X-Name-Last: Huarng Author-Name: Tiffany Hui-Kuang Yu Author-X-Name-First: Tiffany Hui-Kuang Author-X-Name-Last: Yu Title: Internet software and services: past and future Abstract: The Internet has been extremely popular because of its many unique and powerful characteristics, such as ubiquity and global reach. Hence, it is interesting to study whether Internet companies can be sustained through a bubble and even after a bubble. This study therefore compares the Internet companies in the USA with other high-tech companies listed on the National Association of Securities Dealers Automated Quotations (NASDAQ) over a period covering the years from 1995 to 2006. First, we check whether there has been a bubble for these Internet companies, and we then try to compare the pre- and post-bubble periods to ascertain whether any of their stocks have been ‘overvalued’. Conclusions are drawn regarding the respective futures of these Internet companies. Journal: The Service Industries Journal Pages: 79-89 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.485193 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485193 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:79-89 Template-Type: ReDIF-Article 1.0 Author-Name: José Guadix Author-X-Name-First: José Author-X-Name-Last: Guadix Author-Name: Luis Onieva Author-X-Name-First: Luis Author-X-Name-Last: Onieva Author-Name: Jesús Muñuzuri Author-X-Name-First: Jesús Author-X-Name-Last: Muñuzuri Author-Name: Pablo Cortés Author-X-Name-First: Pablo Author-X-Name-Last: Cortés Title: An overview of revenue management in service industries: an application to car parks Abstract: Revenue management (RM) is becoming an increasingly important technique in the service sector, particularly in activities involving perishable goods or services which cannot be stored. The integration of RM into businesses results in simultaneity in the production and consumption of services and its aim is to sell each stock unit to the right customer, and at the right moment and price. This paper examines the application of this technique to the management of car parks and proposes a model for its application, as well as a series of problems and their possible solutions. Journal: The Service Industries Journal Pages: 91-105 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.491543 File-URL: http://hdl.handle.net/10.1080/02642069.2010.491543 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:91-105 Template-Type: ReDIF-Article 1.0 Author-Name: Fidel León-Darder Author-X-Name-First: Fidel Author-X-Name-Last: León-Darder Author-Name: Cristina Villar-García Author-X-Name-First: Cristina Author-X-Name-Last: Villar-García Author-Name: José Pla-Barber Author-X-Name-First: José Author-X-Name-Last: Pla-Barber Title: Entry mode choice in the internationalisation of the hotel industry: a holistic approach Abstract: This paper empirically investigates the entry mode choice in the hotel industry. Based on more than 1200 entry decisions, which covers practically all operations carried out by the majority of Spanish hotel chains up to 2009, the study attempts to (a) identify the factors that influence the mode choice of incorporating each new hotel within the chain and (b) to reflect the specific nature of the hotel industry with regard to the results obtained from samples of other industries. The results suggest the importance of considering a holistic approach that facilitates the understanding of a complex phenomenon which is not always explained just by efficiency considerations. Additionally, the results show that some arguments used in manufacturing firms cannot be directly transferred to the hotel industry because unique characteristics of these special services condition the entry mode choice into international markets. Journal: The Service Industries Journal Pages: 107-122 Issue: 1 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.485198 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485198 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:107-122 Template-Type: ReDIF-Article 1.0 Author-Name: SeongBae Lim Author-X-Name-First: SeongBae Author-X-Name-Last: Lim Author-Name: Daniel Palacios-Marques Author-X-Name-First: Daniel Author-X-Name-Last: Palacios-Marques Title: Culture and purpose of Web 2.0 service adoption: a study in the USA, Korea and Spain Abstract: The purpose of this study is to compare the characteristics of Web 2.0 application adoption among three countries with different cultural backgrounds by collecting data from the USA, Korea, and Spain. The authors conducted multivariate analysis of covariance analysis by using country as an independent variable representing unique cultural background, information technology capability (ITC) as covariate, and two dependent variables for Web 2.0 services, including social networking tool (SNT) and task support tool (TST). The results of this study show that culture and ITC strongly influence the adoption of Web 2.0 services. The Korean group is using Web 2.0 services mainly for social networking, whereas the US group is using them more for conducting their tasks. The Spanish group showed a balanced and high level of usage for both SNT and TST. The results of this study suggest that global firms should consider unique behaviours of Web 2.0 users when they develop strategies leveraging Web 2.0 services. Journal: The Service Industries Journal Pages: 123-131 Issue: 1 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.485634 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485634 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:1:p:123-131 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 133-135 Issue: 2 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.539387 File-URL: http://hdl.handle.net/10.1080/02642069.2011.539387 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:2:p:133-135 Template-Type: ReDIF-Article 1.0 Author-Name: Ron Fisher Author-X-Name-First: Ron Author-X-Name-Last: Fisher Author-Name: Ruth McPhail Author-X-Name-First: Ruth Author-X-Name-Last: McPhail Title: Internal labour markets as a strategic tool: A comparative study of UK and Chinese hotels Abstract: This paper reports how internal labour markets (ILMs), operated by a multinational hotel chain in the UK and China, impact on a range of organisational outcomes. The study examines the effects of three main dimensions of ILMs: job security, training, and opportunities for advancement on the key organisational outcomes of job satisfaction, organisational commitment, and intention to leave, together with employee attitudes to work environment, co-workers, supervisor, service to guests, leadership, communication, and organisational goal achievement. The paper concludes that the operation of an ILM, underpinned by effective human resource management policies and actions, is associated with high levels of work commitment and job satisfaction together with reduced intention to leave. However, the importance of individual ILM variables differs between hotels in the UK and China. Journal: The Service Industries Journal Pages: 137-152 Issue: 2 Volume: 31 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802644942 File-URL: http://hdl.handle.net/10.1080/02642060802644942 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:137-152 Template-Type: ReDIF-Article 1.0 Author-Name: Runtian Jing Author-X-Name-First: Runtian Author-X-Name-Last: Jing Author-Name: Yao Li Author-X-Name-First: Yao Author-X-Name-Last: Li Title: Which works better: public choice or social choice? Abstract: The sub-prime crisis has rejuvenated a public dialogue about the regulation of financial systems. This paper examines the impact of culture on the regulation of bank entry. Based on data from 53 countries, the paper's empirical estimations are inconsistent with the prediction of ‘public choice theory’, while supporting the ‘social choice view’ that cultural value has significant influence on regulatory policy and bank performance. The estimated structural model also suggests that social context can affect the formulation of cultural values across countries. Journal: The Service Industries Journal Pages: 153-168 Issue: 2 Volume: 31 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802644934 File-URL: http://hdl.handle.net/10.1080/02642060802644934 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:153-168 Template-Type: ReDIF-Article 1.0 Author-Name: Enru Wang Author-X-Name-First: Enru Author-X-Name-Last: Wang Title: Understanding the ‘retail revolution’ in urban China: a survey of retail formats in Beijing Abstract: Retailing in Chinese cities has experienced rapid changes in the reform era. One of the most visible changes in the urban retail landscape has been the emergence and growth of new retail formats. Using Beijing as a case study, this paper examines the evolution of retail formats in Chinese cities. The paper investigates the impacts of the changing external environment, especially the shift in government policies, on the structure of retail formats. It argues that to understand the rapid restructuring of retail formats in Chinese cities one needs to take into account the factors such as political, economic and social-cultural environment, and perhaps more importantly, regulatory changes. The consequences and implications of observed retail changes are discussed. Journal: The Service Industries Journal Pages: 169-194 Issue: 2 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802706964 File-URL: http://hdl.handle.net/10.1080/02642060802706964 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:169-194 Template-Type: ReDIF-Article 1.0 Author-Name: Susan Segal-Horn Author-X-Name-First: Susan Author-X-Name-Last: Segal-Horn Author-Name: Alison Dean Author-X-Name-First: Alison Author-X-Name-Last: Dean Title: The rise of super-elite law firms: towards global strategies Abstract: This paper reviews the pressures towards globalisation reshaping the corporate law sector. It uses Yip's [Yip, G.S. (1996). <italic>Total global strategy</italic> (2nd ed.). Englewood-Cliffs, NJ: Prentice-Hall] framework of global industry drivers. The dominant view has been that the globalisation potential of the legal industry is low since there are few global legal products and many regulatory differences between markets. However, within the corporate law sector, strong regulatory differences between countries are outweighed by the combined impact of market, competitive and cost drivers. Evidence from this research shows that the balance of industry drivers is towards there being benefits to the pursuit of global strategies within this sector. In practice, a small number of very large corporate law firms are implementing global strategies in pursuit of specific sources of future competitive advantage. Thus a small ‘super-elite’ of globalising firms is emerging. Journal: The Service Industries Journal Pages: 195-213 Issue: 2 Volume: 31 Year: 2008 Month: 11 X-DOI: 10.1080/02642060802706956 File-URL: http://hdl.handle.net/10.1080/02642060802706956 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:195-213 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Hsien Tsai Author-X-Name-First: Wen-Hsien Author-X-Name-Last: Tsai Author-Name: Wei Hsu Author-X-Name-First: Wei Author-X-Name-Last: Hsu Author-Name: Thomas W. Lin Author-X-Name-First: Thomas W. Author-X-Name-Last: Lin Title: New financial service development for banks in Taiwan based on customer needs and expectations Abstract: The purpose of this study aims to employ an analytic approach to analyze efficient managerial strategies for advancing new service development (NSD) by involving viewpoints of customer needs and expectations within a financial service context. This paper uses a sample of potential banks' credit card applications, customers' preferences and satisfaction ratings, and new credit card service data with the applications of both analytic hierarchy process and VlseKriterijumska Optimizacija I Kompromisno Resenje to analyze customer satisfactions and preferences simultaneously. Then, it applies the importance--performance analysis technique to diagnose managerial strategies for reducing the customer gaps between customer perceptions and expectations. The study emphasizes the importance of analyzing customer preferences and reducing gaps between customer satisfactions of perceptions and expectations to ensure NSD success. Journal: The Service Industries Journal Pages: 215-236 Issue: 2 Volume: 31 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903295636 File-URL: http://hdl.handle.net/10.1080/02642060903295636 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:2:p:215-236 Template-Type: ReDIF-Article 1.0 Author-Name: Tsai-Lien Yeh Author-X-Name-First: Tsai-Lien Author-X-Name-Last: Yeh Title: Capital structure and cost efficiency in the Taiwanese banking industry Abstract: By utilizing a sample of 44 Taiwanese banks, this study analyses whether banks can mitigate agency costs, to increase firm performance through optimization of capital structure. The stochastic frontier approach is adopted to determine cost efficiency as the firm performance indicator, an approach that is capable of controlling outside environmental factors. Furthermore, this study uses two-stage least squares to estimate two simultaneous equations that are then used to examine the relationship between capital structure and firm performance. This study includes indicators of ownership structure. The main results are: first, optimal capital structure is selected by the manager to combat the agency problem and thus improve performance, yielding results consistent with agency theory; and second, reducing managerial share ownership will decrease agency cost and increase firm performance, a finding that is consistent with the Entrenchment Hypothesis. Journal: The Service Industries Journal Pages: 237-249 Issue: 2 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802710230 File-URL: http://hdl.handle.net/10.1080/02642060802710230 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:237-249 Template-Type: ReDIF-Article 1.0 Author-Name: João José Matos Ferreira Author-X-Name-First: João José Matos Author-X-Name-Last: Ferreira Author-Name: Susana Garrido Azevedo Author-X-Name-First: Susana Garrido Author-X-Name-Last: Azevedo Author-Name: Rosa Pires Cruz Author-X-Name-First: Rosa Pires Author-X-Name-Last: Cruz Title: SME growth in the service sector: A taxonomy combining life-cycle and resource-based theories Abstract: The approach to the life-cycle theory has been used as an analytical tool of the firms' growth. Several researchers argue that organisations move across several development stages where different problems are found resulting from different management styles and priorities, and resources. This research aims to develop an empirical taxonomy of small medium enterprise (SME) growth in the service sector based on life-cycle and resource-based theories. The data were submitted to bivariate and multivariate analyses to develop and test an empirical life-cycle model. It was possible to conclude that the firms could be clustered in three life-cycle stages. Some implications and future researches are addressed. Journal: The Service Industries Journal Pages: 251-271 Issue: 2 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712855 File-URL: http://hdl.handle.net/10.1080/02642060802712855 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:2:p:251-271 Template-Type: ReDIF-Article 1.0 Author-Name: Wan-Jing April Chang Author-X-Name-First: Wan-Jing April Author-X-Name-Last: Chang Author-Name: Tung Chun Huang Author-X-Name-First: Tung Chun Author-X-Name-Last: Huang Title: Customer orientation as a mediator of the influence of locus of control on job performance Abstract: Although the effects of locus of control (LOC) on job performance are well-documented, the mechanisms that explain those effects remain unclear. The authors propose that customer orientation plays an important intervening role between LOC and job performance. Data are analysed from responses by 175 salespeople working in duty-free shops in Taiwan's international airport using a structural equation modelling approach. The results show that customer orientation partially mediates the effects of LOC on job performance. The findings reveal the importance of behaviours that benefit customers, and the disadvantages of persuasive selling behaviours on the performance of first-line salespeople in retailing. Practical implications and suggestions for future research are also discussed. Journal: The Service Industries Journal Pages: 273-285 Issue: 2 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902759129 File-URL: http://hdl.handle.net/10.1080/02642060902759129 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:2:p:273-285 Template-Type: ReDIF-Article 1.0 Author-Name: Ayşe Elif Şengün Author-X-Name-First: Ayşe Elif Author-X-Name-Last: Şengün Author-Name: S. Nazlı Wasti Author-X-Name-First: S. Nazlı Author-X-Name-Last: Wasti Title: Trust types, distrust, and performance outcomes in small business relationships: the pharmacy--drug warehouse case Abstract: This study attempts to investigate the linkage among trust types, distrust, and relationship performance outcomes in the context of long-term supply agreement-type alliances between small business dyads. The results suggest a significant positive relationship among goodwill trust and risk-taking tendency, cooperation, satisfaction, and conflict resolution and a negative relationship between goodwill trust and transaction costs. Competence trust is found to have a positive relationship with cooperation, conflict resolution, and satisfaction and a negative relationship with transaction costs. However, no significant relationship is found between competence trust and risk-taking tendency. Distrust, on the other hand, is found to have a negative relationship with cooperation, satisfaction, and conflict resolution and a significant positive relationship with transaction costs with no effect on risk-taking tendency. Journal: The Service Industries Journal Pages: 287-309 Issue: 2 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902759137 File-URL: http://hdl.handle.net/10.1080/02642060902759137 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:2:p:287-309 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Che Wang Author-X-Name-First: Yu-Che Author-X-Name-Last: Wang Author-Name: Kuei-Chu Hsu Author-X-Name-First: Kuei-Chu Author-X-Name-Last: Hsu Author-Name: Sheng-Hsun Hsu Author-X-Name-First: Sheng-Hsun Author-X-Name-Last: Hsu Author-Name: Po-An J.J. Hsieh Author-X-Name-First: Po-An J.J. Author-X-Name-Last: Hsieh Title: Constructing an index for brand equity: a hospital example Abstract: If two hospitals are providing identical services in all respects, except for the brand name, why are customers willing to pay more for one hospital than the other? That is, the brand name is not just a name, but a name that contains value (brand equity). Brand equity is the value that the brand name endows to the product, such that consumers are willing to pay a premium price for products with the particular brand name. Accordingly, a company needs to manage its brand carefully so that its brand equity does not depreciate. Although measuring brand equity is important, managers have no brand equity index that is psychometrically robust and parsimonious enough for practice. Indeed, index construction is quite different from conventional scale development. Moreover, researchers might still be unaware of the potential appropriateness of formative indicators for operationalizing particular constructs. Towards this end, drawing on the brand equity literature and following the index construction procedure, this study creates a brand equity index for a hospital. The results reveal a parsimonious five-indicator brand equity index that can adequately capture the full domain of brand equity. This study also illustrates the differences between index construction and scale development. Journal: The Service Industries Journal Pages: 311-322 Issue: 2 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902759145 File-URL: http://hdl.handle.net/10.1080/02642060902759145 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:2:p:311-322 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 323-326 Issue: 3 Volume: 31 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2010.542369 File-URL: http://hdl.handle.net/10.1080/02642069.2010.542369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:3:p:323-326 Template-Type: ReDIF-Article 1.0 Author-Name: David Bassens Author-X-Name-First: David Author-X-Name-Last: Bassens Author-Name: Ben Derudder Author-X-Name-First: Ben Author-X-Name-Last: Derudder Author-Name: Frank Witlox Author-X-Name-First: Frank Author-X-Name-Last: Witlox Title: Oiling global capital accumulation: analysing the principles, practices, and geographical distribution of Islamic financial services Abstract: This article focuses on the Islamic financial services (IFS) sector, which originated in the Middle East, but is now rapidly becoming a global sector. First, Islamic economic ideology is discussed, which resulted in the foundation of IFS firms after the 1973 oil crisis, and then an overview of the most common IFS is provided. The third part discusses the global distribution of IFS firms and Shari'a compliant assets. The Middle East is at the apex of the IFS sector, with the Islamized economies of Iran and Pakistan and prime hubs such as Manama and Dubai. Outside the Middle East, Malaysia is identified as an important growing market for IFS, while outside the Muslim world, London is increasingly profiling itself as a global IFS hub. Journal: The Service Industries Journal Pages: 327-341 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712830 File-URL: http://hdl.handle.net/10.1080/02642060802712830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:327-341 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Youl Ha Author-X-Name-First: Hong-Youl Author-X-Name-Last: Ha Author-Name: Swinder Janda Author-X-Name-First: Swinder Author-X-Name-Last: Janda Title: A longitudinal study of online non-relationship intentions Abstract: In their eagerness to develop relationships with customers, some marketers often overlook the fact that not all consumers may be interested in maintaining a relationship with the firm. In this research, the authors develop a theoretical model as to why many customers do not wish to maintain a relationship with e-businesses and test the model over time. The results show that consumer-relationship value perceptions affect non-relationship intentions. Moreover, even though non-relationship intentions in a certain time period do not directly affect non-relationship intentions in the immediate future time period, promotion events may play a mediating role in this relationship. Journal: The Service Industries Journal Pages: 343-354 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712772 File-URL: http://hdl.handle.net/10.1080/02642060802712772 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:343-354 Template-Type: ReDIF-Article 1.0 Author-Name: Barbara Caemmerer Author-X-Name-First: Barbara Author-X-Name-Last: Caemmerer Author-Name: Alan Wilson Author-X-Name-First: Alan Author-X-Name-Last: Wilson Title: An exploration of the service orientation discrepancy phenomenon in a public sector context Abstract: This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction. Journal: The Service Industries Journal Pages: 355-370 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712806 File-URL: http://hdl.handle.net/10.1080/02642060802712806 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:355-370 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Chaston Author-X-Name-First: Ian Author-X-Name-Last: Chaston Title: Older consumer opportunities: small firm response in a selected group of UK service sector markets Abstract: Socio-demographic trends mean that the 50+ age group are wealthier and now enjoy high <italic>per capita</italic> incomes. Some large firms are now exploiting the opportunities within this market. This study aims to assess whether small UK service firms are also revising their marketing practices in response to socio-demographic change. A survey suggests most small firms have not yet recognised the opportunities available. The exceptions are the more entrepreneurially orientated small firms. Discussion is provided on the need for further research to small firm behaviour in the 50+ market. Journal: The Service Industries Journal Pages: 371-384 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712814 File-URL: http://hdl.handle.net/10.1080/02642060802712814 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:371-384 Template-Type: ReDIF-Article 1.0 Author-Name: José Luis Navarro-Espigares Author-X-Name-First: José Luis Author-X-Name-Last: Navarro-Espigares Author-Name: Elisa Hernández Torres Author-X-Name-First: Elisa Hernández Author-X-Name-Last: Torres Title: Efficiency and quality in health services: a crucial link Abstract: The relationship between quality and efficiency in the health sector is influenced by various conditions. The objective of this paper is to analyse the evolution of efficiency and quality in the Andalusian Hospitals during the years 1997--2004 and to study the association between efficiency and quality indicators. Hospital performance is analysed using data envelopment analysis and the Malmquist productivity index. Technical efficiency as well as healthcare quality increased during the analysed period. A weak association between efficiency and quality indicators exists. The results obtained rule out the existence of an efficiency--quality trade-off. Journal: The Service Industries Journal Pages: 385-403 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712798 File-URL: http://hdl.handle.net/10.1080/02642060802712798 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:385-403 Template-Type: ReDIF-Article 1.0 Author-Name: Angela Maria Benson Author-X-Name-First: Angela Maria Author-X-Name-Last: Benson Author-Name: Steven Henderson Author-X-Name-First: Steven Author-X-Name-Last: Henderson Title: A strategic analysis of volunteer tourism organisations Abstract: A significant number of tourists now wish to combine their concern for the degradation of the environment with their vacation activities. This concern, together with the need for educated people to work on ecological and scientific projects, has led to the emergence of a small but growing number of UK organisations that bring together paying volunteers and research projects to support research into sustainable development. There is little academic literature on the organisations that provide this travel service. The article examines key dynamics of the research volunteer market examined with data from questionnaire responses, interviews and observation. The article uses Porter's five forces model and the Strategic Position and Action Evaluation (SPACE) framework to strategically analyse this sector. The findings suggest that none of the five forces are strong enough to depress profits and therefore, the balance sheets should be healthy; however, this is not always the case. Consequently, the SPACE factors that appear related to the financial viability of the firms are explored. In conclusion, firms have the ability to make a substantial contribution to environmental sustainability and their survival is important; however, the risks of operating in this sector are relatively high. Journal: The Service Industries Journal Pages: 405-424 Issue: 3 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902822091 File-URL: http://hdl.handle.net/10.1080/02642060902822091 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:3:p:405-424 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Shu Su Author-X-Name-First: Ching-Shu Author-X-Name-Last: Su Title: The role of service innovation and customer experience in ethnic restaurants Abstract: This research primarily explores the role of service innovation and customer experience in ethnic restaurants, and the relationship with customers' behavioural intention. Data were collected by means of a questionnaire distributed to 10 types of ethnic restaurants. In total, 322 samples were obtained. Statistical techniques employed include descriptive statistics, exploratory factor analysis, correlation analysis and hierarchical regression. The results suggest that service innovation has significant effects on behavioural intention and customer experience, and the mediating effect of customer experience on service innovation and customers' behavioural intention was supported. Finally, theoretical and practical implications, direction of future research and research limitations are proposed. Journal: The Service Industries Journal Pages: 425-440 Issue: 3 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902829302 File-URL: http://hdl.handle.net/10.1080/02642060902829302 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:3:p:425-440 Template-Type: ReDIF-Article 1.0 Author-Name: Soo Y. Kim Author-X-Name-First: Soo Y. Author-X-Name-Last: Kim Title: Prediction of hotel bankruptcy using support vector machine, artificial neural network, logistic regression, and multivariate discriminant analysis Abstract: The objectives of this paper are firstly, to provide an optimal hotel bankruptcy prediction approach to minimize the empirical risk of misclassification and secondly, to investigate the functional characteristics of multivariate discriminant analysis, logistic, artificial neural networks (ANNs), and support vector machine (SVM) models in hotel bankruptcy prediction. The performances were evaluated not only in terms of overall classification and prediction accuracy but also in terms of relative error cost ratios. The results showed that ANN and SVM were very applicable models in bankruptcy prediction with data from Korean hotels. When jointly measuring both type I and type II errors, especially allowing for the greater costs associated with type I errors, however, ANN was more accurate with smaller estimated relative error costs than SVM. Thus, if the objective is to find the best early warning technique that performs accurately with small relative error costs, then, it will be worth considering ANN method for hotel bankruptcy prediction. Journal: The Service Industries Journal Pages: 441-468 Issue: 3 Volume: 31 Year: 2008 Month: 12 X-DOI: 10.1080/02642060802712848 File-URL: http://hdl.handle.net/10.1080/02642060802712848 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:441-468 Template-Type: ReDIF-Article 1.0 Author-Name: Irene Ng Author-X-Name-First: Irene Author-X-Name-Last: Ng Author-Name: Nick K.T. Yip Author-X-Name-First: Nick K.T. Author-X-Name-Last: Yip Title: Mechanism design in an integrated approach towards revenue management: the case of Empress Cruise Lines Abstract: This paper investigates an integrated form of revenue management through the case of Empress Cruise Lines (ECL). The case highlights a multidisciplinary approach towards how demand and supply factors should be integrated in the form of four decision sets in revenue management decisions -- the value set, the segmentation set, the sensitivity set and the forecasting/allocation set. Also, the use of mechanism design allows the firm to separate markets for better forecasting of revenue from each segment. The case also shows that segments could be incentivized to behave differently, and to behave in alignment with ECL's policies so that capacity could be optimally allocated and revenue maximized. Journal: The Service Industries Journal Pages: 469-482 Issue: 3 Volume: 31 Year: 2009 Month: 2 X-DOI: 10.1080/02642060902838303 File-URL: http://hdl.handle.net/10.1080/02642060902838303 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:3:p:469-482 Template-Type: ReDIF-Article 1.0 Author-Name: Yuh-Jen Chen Author-X-Name-First: Yuh-Jen Author-X-Name-Last: Chen Author-Name: Yuh-Min Chen Author-X-Name-First: Yuh-Min Author-X-Name-Last: Chen Author-Name: Meng-Sheng Wu Author-X-Name-First: Meng-Sheng Author-X-Name-Last: Wu Title: Distributed product knowledge service: model and system framework Abstract: Conventional business models focus on providing end products and services regardless of product- or service-related knowledge. Such models are unable to meet customer requirements in a knowledge economy. Therefore, to effectively capture, accumulate, store, and apply knowledge to provide product knowledge service to customers is central to enterprise success. This study has the following three objectives: (i) to propose a novel product knowledge service model based on the product lifecycle and its supply chain, (ii) to design a system framework for product knowledge service, and (iii) to implement the proposed system. The product knowledge service model can be seen as a product knowledge supplier chain based on the integration of the product lifecycle and its supply chain. Based on the knowledge management cycle, software agent technology, and service-oriented architecture, the agent-based knowledge service-oriented system framework is designed to reflect the distributed, flexible, and hierarchical characteristics of the product knowledge service model. Finally, the proposed agent-based knowledge service-oriented system framework is developed and implemented using Unified Modelling Language and Java programming language with the Java Agent Development Framework. Journal: The Service Industries Journal Pages: 483-508 Issue: 3 Volume: 31 Year: 2009 Month: 2 X-DOI: 10.1080/02642060902852916 File-URL: http://hdl.handle.net/10.1080/02642060902852916 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:3:p:483-508 Template-Type: ReDIF-Article 1.0 Author-Name: Markus Scheuer Author-X-Name-First: Markus Author-X-Name-Last: Scheuer Title: Introduction Journal: The Service Industries Journal Pages: 509-512 Issue: 4 Volume: 31 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.553399 File-URL: http://hdl.handle.net/10.1080/02642069.2011.553399 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:4:p:509-512 Template-Type: ReDIF-Article 1.0 Author-Name: Alexander Eickelpasch Author-X-Name-First: Alexander Author-X-Name-Last: Eickelpasch Author-Name: Alexander Vogel Author-X-Name-First: Alexander Author-X-Name-Last: Vogel Title: Determinants of the export behaviour of German business services companies Abstract: This paper presents results about the determinants of export behaviour of services firms. Using a unique panel of enterprises for the years 2003 to 2005, the impact of size, productivity, human capital, experience on the national market, etc. on export behaviour are analysed. In addition, the researchers control for unobserved time-invariant characteristics by using a pooled fractional probit estimator. When there is no control for unobserved time-invariant heterogeneity the overall results are in line with previous studies. When there is a control for unobserved effects, the positive effects of productivity and human capital disappear, and only size has a positive significant effect. Journal: The Service Industries Journal Pages: 513-526 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504304 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504304 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:513-526 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Chow Yang Author-X-Name-First: Ching-Chow Author-X-Name-Last: Yang Title: Implementation and effectiveness of strategic actions used to reduce customer variability Abstract: Customer variability is a problem for service providers because it can have a significant adverse affect on service quality, and hence on customer loyalty. Drawing on the work of Frei [Breaking the trade-off between efficiency and service. <italic>Harvard Business Review</italic>, <italic>84</italic>(11), 92--101 (2006)] and Fitzsimmons and Fitzsimmons [<italic>Service management: Operations, strategy, and information technology</italic> (6th ed.). New York, NY: McGraw-Hill (2008)], the present study: (i) systematically categorises six types of customer variability (‘arrival variability’, ‘request variability’, ‘capability variability’, ‘effort variability’, ‘variability in subjective preference’, and ‘communication variability’); (ii) posits these in terms of the well-known service quality ‘gap’ model; and (iii) organises the strategic actions that can be adopted to reduce the effects of the six kinds of customer variability into four categories (‘classic accommodation’ (CA), ‘classic reduction’, ‘low-cost accommodation’, and ‘uncompromised reduction’). The study then undertakes an empirical investigation of the implementation and effectiveness of these various strategic actions in a sample of Taiwanese service providers in a variety of industries. In general, the study finds that the respondents favour the use of ‘CA’ actions to overcome customer variability and that they demonstrate a relative neglect of potentially effective actions belonging to the other three categories. The study concludes that service firms need to pay more attention to neglected actions that have significant potential to overcome customer variability and improve service quality. Journal: The Service Industries Journal Pages: 527-544 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504823 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:527-544 Template-Type: ReDIF-Article 1.0 Author-Name: Sawitree Sutthijakra Author-X-Name-First: Sawitree Author-X-Name-Last: Sutthijakra Title: Managing service subsidiaries through an innovation perspective: a case of standard interpretation in multinational hotels Abstract: This empirical study suggests a framework to understand an interpretation of standard operating procedures (hereafter referred to as standards) in affiliated hotels by considering how affiliated hotels interpret the standards developed by their headquarters (HQ) and why these agents sometimes depart from the standards by their principal. The interpretation of standards in subsidiaries is investigated by analysing qualitative data through three-multinational hotel groups and their affiliated hotels located in the UK and Thailand. Through an innovation adoption and a transfer of best practices, this study offers a new perspective as it sees global standardisation and local adaptation as a process of negotiation. Because of negotiation and approval in the interpretation process, tensions between global standardisation and local adaptation, and between the HQ and subsidiaries are expected to be reduced. Journal: The Service Industries Journal Pages: 545-558 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504824 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504824 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:545-558 Template-Type: ReDIF-Article 1.0 Author-Name: José Luis Navarro-Espigares Author-X-Name-First: José Luis Author-X-Name-Last: Navarro-Espigares Author-Name: José Aureliano Martín-Segura Author-X-Name-First: José Aureliano Author-X-Name-Last: Martín-Segura Title: Public--private partnership and regional productivity in the UK Abstract: In this paper, the authors are particularly interested in revealing the relationship between public--private partnership (PPP) investments and regional productivity. The main data sources are the database provided by the UK Her Majesty's Treasury on private finance initiative projects and the regional economic performance indicators published by the Department for Business Enterprise & Regulatory Reform. Regarding the regional distribution of projects, we are interested in determining whether this distribution is stable regardless of the authority promoting the projects. In addition, we utilise an econometric panel data model to evaluate the statistical association between PPP investment and regional productivity. Journal: The Service Industries Journal Pages: 559-580 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504303 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504303 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:559-580 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Fuglsang Author-X-Name-First: Lars Author-X-Name-Last: Fuglsang Author-Name: Flemming Sørensen Author-X-Name-First: Flemming Author-X-Name-Last: Sørensen Title: The balance between bricolage and innovation: management dilemmas in sustainable public innovation Abstract: Innovation is usually understood as a conscious development and implementation of new products or services. This article takes its starting point in a case study that shows how ‘innovation’ in reality happens as small step ‘bricolage’ -- as a ‘do-it-yourself’ problem-solving activity taking place in daily work situations. Consequently, an experiment was carried out with the purpose of testing if, how and with what results the ‘bricolage’ can be better integrated with the organisation's more formal innovation procedures. Journal: The Service Industries Journal Pages: 581-595 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504302 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504302 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:581-595 Template-Type: ReDIF-Article 1.0 Author-Name: Ellen D. Harpel Author-X-Name-First: Ellen D. Author-X-Name-Last: Harpel Title: Services in the Detroit regional economy: implications for a city in transition Abstract: The Detroit region has a global reputation as a relic of the old economy, while the city is often portrayed as an urban dystopia bound to a decaying industrial heritage. Both images are stereotypes that hide the vast changes that have already occurred in Detroit's regional economy and the opportunities these changes present Detroit going forward. This paper will describe how the Detroit regional economy has been evolving from its dependence on manufacturing to a more diversified service-based economy. Implications for the city of Detroit will also be discussed. Journal: The Service Industries Journal Pages: 597-612 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504825 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504825 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:597-612 Template-Type: ReDIF-Article 1.0 Author-Name: Ayham A.M. Jaaron Author-X-Name-First: Ayham A.M. Author-X-Name-Last: Jaaron Author-Name: Chris J. Backhouse Author-X-Name-First: Chris J. Author-X-Name-Last: Backhouse Title: Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises Abstract: This paper explains the leveraging of affective commitment among call centre front-line employees through the improvement of service operations design in a manufacturing enterprise through systems thinking approach. A case study was carried out using face-to-face interviews, structured questionnaires, and observation methods to collect data at managerial and operative front-line levels. The case study finds a strong relationship between the level of affective commitment among front-line employees and the form of service operations system. The study has many implications for the manufacturing enterprises embracing a call centre to improve productivity and working experience. A higher level of affective commitment is likely to mitigate turnover and absenteeism in these service departments. Journal: The Service Industries Journal Pages: 613-628 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504301 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504301 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:613-628 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Zähringer Author-X-Name-First: Daniel Author-X-Name-Last: Zähringer Author-Name: Jochen Niederberger Author-X-Name-First: Jochen Author-X-Name-Last: Niederberger Author-Name: Knut Blind Author-X-Name-First: Knut Author-X-Name-Last: Blind Author-Name: Alexander Schletz Author-X-Name-First: Alexander Author-X-Name-Last: Schletz Title: Revenue creation: business models for product-related services in international markets -- the case of Zwick GmbH & Co. KG Abstract: The aim of the paper was to give deeper insights into business models of machine manufacturers providing product-related services for international markets. Product-related services might be seen -- as within this case study -- as an instrument to foster primary goods sales. The case study analyses decision factors considered as crucial for medium-sized enterprises. Internationalisation is known as a complex decision situation. To trace back the main influence factors, the study brings two approaches together considering a variety of variables: Dunning's OLI paradigm and the business model approach. The results show a sound adequacy of the research approach and provide indication as to which business model seems to be applicable for manufacturers to provide product-related services to an international market. Journal: The Service Industries Journal Pages: 629-641 Issue: 4 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.504827 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504827 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:629-641 Template-Type: ReDIF-Article 1.0 Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Title: Influence of entry modes and relationship modes on business services internationalisation Abstract: This paper focuses on service firms trying to develop markets at an international level. Such strategies are more and more often adopted, even by small-sized firms in B-to-B activities. Entry modes on foreign markets are of paramount importance as they also define the modes of relationship established with foreign clients. The recent development of information and communication technologies also has an impact on growth opportunities in foreign markets. These technologies allow clients to be serviced without any local outlet but they also ensure swifter communications inside an international network and better quality-control operations. The research reported here tries to assess the performance of different entry modes in this new context. Journal: The Service Industries Journal Pages: 643-656 Issue: 4 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504826 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504826 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:643-656 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 657-660 Issue: 5 Volume: 31 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.552944 File-URL: http://hdl.handle.net/10.1080/02642069.2011.552944 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:5:p:657-660 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Fuglsang Author-X-Name-First: Lars Author-X-Name-Last: Fuglsang Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Author-Name: Flemming Sørensen Author-X-Name-First: Flemming Author-X-Name-Last: Sørensen Title: Dynamics of experience service innovation: innovation as a guided activity -- results from a Danish survey Abstract: This paper is a first attempt to identify patterns and dynamics of innovation in experience service firms building on a survey of Danish experience firms. The paper shows that innovation in experience service firms takes place in an open and interactive process drawing on many sources of innovation. At the same time, innovative firms also seek to differentiate themselves strongly from other firms. This indicates that innovation in these firms can be understood as interactive and situated within a division of labour at the same time. Interaction and situation are complementary forces of innovation that seem critical to benefiting from innovation. The paper argues that innovation is both an open and highly situated and guided activity. Journal: The Service Industries Journal Pages: 661-677 Issue: 5 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902822109 File-URL: http://hdl.handle.net/10.1080/02642060902822109 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:661-677 Template-Type: ReDIF-Article 1.0 Author-Name: Dawn Burton Author-X-Name-First: Dawn Author-X-Name-Last: Burton Author-Name: Mary Klemm Author-X-Name-First: Mary Author-X-Name-Last: Klemm Title: Whiteness, ethnic minorities and advertising in travel brochures Abstract: Whiteness theory is used in this paper as an additional way to analyse ethnic minority portrayal in advertising, specifically, the extent to which images of ethnic minorities are dominated by whiteness in travel brochures. A sample of 37 brochures are examined from British tour operators. Culture-based differences in advertising are discussed with a specific focus on how advertising constructs the image of ethnic minorities of peoples of South Asian, Afro-Caribbean and Mixed Race as tourists, workers and local people. We consider the frequency of portrayals of the different racial groups, together with observations about gender, family and social contexts and interaction with whites. The findings show that the portrayal of non-white people is relatively rare and highly constrained. Journal: The Service Industries Journal Pages: 679-693 Issue: 5 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902822083 File-URL: http://hdl.handle.net/10.1080/02642060902822083 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:679-693 Template-Type: ReDIF-Article 1.0 Author-Name: Cheng-Ru Wu Author-X-Name-First: Cheng-Ru Author-X-Name-Last: Wu Author-Name: Chin-Tsai Lin Author-X-Name-First: Chin-Tsai Author-X-Name-Last: Lin Author-Name: Pei-Hsuan Tsai Author-X-Name-First: Pei-Hsuan Author-X-Name-Last: Tsai Title: Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach Abstract: This study applies the balanced scorecard in building a framework of wealth management (WM) banks' performance criterion and, using the Delphi method, a sub-criteria framework. The organisational performance of WM banks in Taiwan is evaluated by applying an analytic hierarchy process and sensitivity analysis. The proposed model can assist the banking sector in assessing the organisational performance of WM banks, making it highly applicable for bank managers. Journal: The Service Industries Journal Pages: 695-711 Issue: 5 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902852908 File-URL: http://hdl.handle.net/10.1080/02642060902852908 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:695-711 Template-Type: ReDIF-Article 1.0 Author-Name: Roberto Sánchez Gómez Author-X-Name-First: Roberto Sánchez Author-X-Name-Last: Gómez Author-Name: Isabel Suárez González Author-X-Name-First: Isabel Suárez Author-X-Name-Last: González Author-Name: Luis Vazquez Suárez Author-X-Name-First: Luis Vazquez Author-X-Name-Last: Suárez Title: Service quality control mechanisms in franchise networks Abstract: This paper reports the study of some factors that influence the control intensity exerted by franchisors on the service quality provided by the franchised units of their networks and what interdependencies exist between the different mechanisms that can be used to monitor service quality. On the one hand, three control mechanisms of conformance quality are considered, namely audits, mystery shoppers, and mandatory purchase of inputs and products. On the other hand, polls are used to monitor perceived quality by customers. There are two main findings. First, control intensity is greater in those industries in which customers tend to be non-repetitive. Second, four complementary relationships are found between control mechanisms: between audits and mystery shoppers, between audits and polls, between mandatory purchase of inputs or products and mystery shoppers, and between mandatory purchase of inputs or products and polls. Journal: The Service Industries Journal Pages: 713-723 Issue: 5 Volume: 31 Year: 2009 Month: 1 X-DOI: 10.1080/02642060902833338 File-URL: http://hdl.handle.net/10.1080/02642060902833338 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:713-723 Template-Type: ReDIF-Article 1.0 Author-Name: Andrés Maroto-Sánchez Author-X-Name-First: Andrés Author-X-Name-Last: Maroto-Sánchez Title: Productivity growth and cyclical behaviour in service industries: the Spanish case Abstract: A longstanding basis of empirical economics is that average labour productivity declines during recessions and increases during booms, and thus behaves procyclically. In the short run, in many countries output growth and productivity tend to move together and across a wide range of industries. In recent years, this observation has gained increased prominence as each proposed explanation for the observed procyclicality has important implications for modelling the business cycle and measuring the technical change. By filtering out the influence of business cycles, it is possible to isolate changes in the long run, or structural rate, of productivity growth and so assess the importance of any source for economic growth. Nevertheless, the focus of these empirical works has been the aggregate economy or manufacturing industries, and not the services sector. The novelty of this paper is the focus on the patterns within the services sector. The aim of this paper is to better understand short-run changes in productivity growth within the service sector industries, which are necessarily different from those existing within the manufacturing sector. Another goal of this research is to assess whether this observed procyclicality remains if the service sector is the scope of analysis, and whether this is homogeneous among the different activities within this miscellaneous sector or not. Empirical evidence for the Spanish economy since 1980 is presented. Journal: The Service Industries Journal Pages: 725-745 Issue: 5 Volume: 31 Year: 2009 Month: 2 X-DOI: 10.1080/02642060902838311 File-URL: http://hdl.handle.net/10.1080/02642060902838311 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:725-745 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Wood Author-X-Name-First: Steve Author-X-Name-Last: Wood Title: Organisational rigidities and marketing theory: examining the US department store c.1910--1965 Abstract: By analysing the US department store during the period c.1910--1965, this article deepens our understanding of the nature of the transition to phases of ‘maturity’ and ‘decline’ that are fundamental to models of retail change (retail wheel, retail life cycle). By employing a close reading of key marketing and management writing of the period, it finds that ‘lock-in’ to an organisational structure associated with a single downtown store posed significant obstacles to suburban branched expansion. Only partial organisational centralisation occurred with the formation of holding companies in the 1920s, which contrasted with chains of general-merchandise and some department store retailers that were efficiently structured and better able to exploit suburban growth. When major department store companies finally embraced branched expansion, they were forced to significantly revise their operational structures. Journal: The Service Industries Journal Pages: 747-770 Issue: 5 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060902960784 File-URL: http://hdl.handle.net/10.1080/02642060902960784 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:747-770 Template-Type: ReDIF-Article 1.0 Author-Name: Yen-Yin Ho Author-X-Name-First: Yen-Yin Author-X-Name-Last: Ho Author-Name: Hsien-Tang Tsai Author-X-Name-First: Hsien-Tang Author-X-Name-Last: Tsai Author-Name: Jen-der Day Author-X-Name-First: Jen-der Author-X-Name-Last: Day Title: Using the theory of planned behaviour to predict public sector training participation Abstract: Workplace learning is essential to the continuous improvement and competitiveness of organizations. Antecedent training conditions are crucial for training participation. Despite its recognized importance, few studies have proposed theory-based models for predicting the antecedents of training participation. The principal objective of this study was to test the theory of planned behaviour (TPB) for predicting public sector training participation. The second aim was to elucidate the factors that influence, directly or indirectly, employee intentions and behaviours to participate in training. A sample of 1108 participants was analysed by structural equation modelling to assess path suitability and significance. The empirical results confirmed the applicability of TPB for predicting training participation in the public sector. Journal: The Service Industries Journal Pages: 771-790 Issue: 5 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060902960776 File-URL: http://hdl.handle.net/10.1080/02642060902960776 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:771-790 Template-Type: ReDIF-Article 1.0 Author-Name: Chich-Jen Shieh Author-X-Name-First: Chich-Jen Author-X-Name-Last: Shieh Title: Study on the relations among the customer knowledge management, learning organization, and organizational performance Abstract: This article reports the results of a study of customer knowledge management (CKM) of Taiwanese service businesses in China. Over 600 questionnaires were sent out to the Taiwanese directors and staff in 150 Taiwanese service businesses in Kun-Shan City, China, with 322 valid responses included in the study. Four relationships were examined in the study: the correlation between CKM and organizational performance, between CKM and the learning organization, between organizational performance and the learning organization, and finally the effect of the learning organization on the relationship between CKM and organizational performance. Findings and conclusions are discussed. Journal: The Service Industries Journal Pages: 791-807 Issue: 5 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060902960818 File-URL: http://hdl.handle.net/10.1080/02642060902960818 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:791-807 Template-Type: ReDIF-Article 1.0 Author-Name: Ivan Damir Anić Author-X-Name-First: Ivan Damir Author-X-Name-Last: Anić Author-Name: Sonja Radas Author-X-Name-First: Sonja Author-X-Name-Last: Radas Author-Name: Joseph C. Miller Author-X-Name-First: Joseph C. Author-X-Name-Last: Miller Title: Antecedents of consumers' time perceptions in a hypermarket retailer Abstract: This study examines the effects of five antecedents on consumers' time perceptions in a hypermarket environment. Findings indicate that the actual shopping time spent in the store and planned shopping activities significantly influence consumers' shopping time perceptions, while consumers' waiting time perceptions are driven by both actual checkout waiting time and actual shopping time. The article examines time gaps, i.e. consumers' errors in time estimation, as related to store loyalty intention and finds that past consumer purchases moderate the relationship between both time gaps and store loyalty intention. Managerial implications are discussed in the article. Journal: The Service Industries Journal Pages: 809-828 Issue: 5 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903067530 File-URL: http://hdl.handle.net/10.1080/02642060903067530 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:809-828 Template-Type: ReDIF-Article 1.0 Author-Name: A. Assaf Author-X-Name-First: A. Author-X-Name-Last: Assaf Title: Bootstrapped Malmquist indices of Australian airports Abstract: This study uses the Malmquist bootstrapped methodology to assess the extent of productivity, efficiency, scale and technological changes at the major Australian airports. The analysis focuses on the post-privatisation period of Australian airports, using panel data on three outputs and three inputs. Results show that most Australian airports have experienced significant total factor productivity increase between 2002 and 2007, while few airports have recorded productivity and efficiency decline over the same period. Using a bootstrapped second-stage regression, the results also highlight the direct impact of environmental factors such as market share and airport hub on the productivity variations between airports. Other potentially affecting factors are: privatisation, oil price increase and price regulation. Journal: The Service Industries Journal Pages: 829-846 Issue: 5 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903067548 File-URL: http://hdl.handle.net/10.1080/02642060903067548 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:829-846 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 847-849 Issue: 6 Volume: 31 Year: 2011 Month: 5 X-DOI: 10.1080/02642069.2011.558728 File-URL: http://hdl.handle.net/10.1080/02642069.2011.558728 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:6:p:847-849 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Ping Jeng Author-X-Name-First: Shih-Ping Author-X-Name-Last: Jeng Title: The effect of corporate reputations on customer perceptions and cross-buying intentions Abstract: Cross-selling additional services to existing customers is an important task for multi-service companies. This paper examines whether and how a corporate reputation influences customers' economically orientated (that is, perceived benefits of buying new services from current supplier) and relationship perceptions (that is, evaluations of relationship strength and supplier's offerings) and, in turn, their cross-buying intentions. Good corporate reputations build customer cross-buying intentions by increasing customers' expected service quality, decreasing information costs, and enhancing trust and affective commitment. Survey data from the Taiwanese life insurance industry support the arguments, and the results offer some important extensions to cross-buying theory. Journal: The Service Industries Journal Pages: 851-862 Issue: 6 Volume: 31 Year: 2009 Month: 3 X-DOI: 10.1080/02642060902942964 File-URL: http://hdl.handle.net/10.1080/02642060902942964 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:851-862 Template-Type: ReDIF-Article 1.0 Author-Name: Cedric Hsi-Jui Wu Author-X-Name-First: Cedric Hsi-Jui Author-X-Name-Last: Wu Title: A re-examination of the antecedents and impact of customer participation in service Abstract: Customer participation has been argued to be a critical influence on customer satisfaction with the service received, but empirical studies are relatively lacking. This study proposes a theoretical model of the antecedents and impact of customer participation in service and re-examines the relationships among organizational support, socialization, customer participation, and customer satisfaction. Findings of a questionnaire completed by tourists of a Taiwanese theme park indicated that: (1) customer perceptions of support and socialization significantly and positively influence customer participation; (2) perceived support and socialization have a significant and positive influence on customer satisfaction; (3) the directly positive relationship between customer participation and satisfaction is not supported in this study. Journal: The Service Industries Journal Pages: 863-876 Issue: 6 Volume: 31 Year: 2009 Month: 3 X-DOI: 10.1080/02642060902960768 File-URL: http://hdl.handle.net/10.1080/02642060902960768 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:863-876 Template-Type: ReDIF-Article 1.0 Author-Name: Sabine Boerner Author-X-Name-First: Sabine Author-X-Name-Last: Boerner Author-Name: Volker Moser Author-X-Name-First: Volker Author-X-Name-Last: Moser Author-Name: Johanna Jobst Author-X-Name-First: Johanna Author-X-Name-Last: Jobst Title: Evaluating cultural industries: investigating visitors' satisfaction in theatres Abstract: This study investigates visitors' satisfaction with their subjective experience in theatres. Reconciling research on theatre marketing and theatre studies, a model of visitors' satisfaction in theatre is suggested and an instrument to capture visitors' satisfaction and its determinants is developed. Results from a field study (<italic>n</italic> = 158) on three performances of ‘Twelfth Night or What You Will’ (Shakespeare) in a German community theatre revealed spectators' perception of stage direction and their emotional response as significant determinants. Comparing experienced to inexperienced visitors' judgements, no differences were found. Conclusions for theatre marketing are drawn. Journal: The Service Industries Journal Pages: 877-895 Issue: 6 Volume: 31 Year: 2009 Month: 3 X-DOI: 10.1080/02642060902960792 File-URL: http://hdl.handle.net/10.1080/02642060902960792 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:877-895 Template-Type: ReDIF-Article 1.0 Author-Name: Leonidas A. Zampetakis Author-X-Name-First: Leonidas A. Author-X-Name-Last: Zampetakis Author-Name: Melina Vekini Author-X-Name-First: Melina Author-X-Name-Last: Vekini Author-Name: Vassilis Moustakis Author-X-Name-First: Vassilis Author-X-Name-Last: Moustakis Title: Entrepreneurial orientation, access to financial resources, and product performance in the Greek commercial TV industry Abstract: In this research article, the authors draw on the theoretical insights of the strategic entrepreneurship literature and examine the relationships among entrepreneurial orientation, access to financial resources, and broadcasted product performance using survey data from Greek television enterprises. Data were based on companies' chief executive officers. Results of Bayesian path analysis indicate that access to financial resources fully mediates the effect of entrepreneurial orientation on product performance. Recommendations for further research are discussed. Journal: The Service Industries Journal Pages: 897-910 Issue: 6 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060902960800 File-URL: http://hdl.handle.net/10.1080/02642060902960800 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:897-910 Template-Type: ReDIF-Article 1.0 Author-Name: Sheng-Hshiung Tsaur Author-X-Name-First: Sheng-Hshiung Author-X-Name-Last: Tsaur Author-Name: Chih-Hung Wang Author-X-Name-First: Chih-Hung Author-X-Name-Last: Wang Title: Personal ties, reciprocity, competitive intensity, and performance of the strategic alliances in Taiwan's travel industry Abstract: The purpose of this study is to demonstrate the roles of reciprocity and competitive intensity for the relationship of personal ties and performance of the horizontal strategic alliances occurring in Taiwan's travel industry. Senior executives of tour companies that were located in Taipei and participating in horizontal strategic alliances were invited to participate in this study. Data were collected by structural questionnaire and structural equation model was employed to examine our hypotheses. The results indicate that reciprocity mediates the relationship between personal ties and performance, as well as the competitive intensity moderates this relationship. Personal ties affect the performance of a horizontal strategic alliance positively in the condition of low competition, but they become insignificant when competition is high. Some managerial implications are proposed for managers of tour companies and small firms. This study has made a noteworthy contribution by introducing a moderating measure of competitive intensity. With the introduction of competitive intensity in this study, a better explanation of the relationship of personal ties and performance can be achieved. Journal: The Service Industries Journal Pages: 911-928 Issue: 6 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903078735 File-URL: http://hdl.handle.net/10.1080/02642060903078735 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:911-928 Template-Type: ReDIF-Article 1.0 Author-Name: Vincent F. Yu Author-X-Name-First: Vincent F. Author-X-Name-Last: Yu Author-Name: Hsiu-I Ting Author-X-Name-First: Hsiu-I Author-X-Name-Last: Ting Title: Identifying key factors affecting consumers' choice of wealth management services: an AHP approach Abstract: Wealth Management (WM) is an advanced type of financial planning that provides high net worth individuals (HNWI) and families with private financial services, such as asset management, banking, estate planning, investment management, and legal resources. The goal of WM is sustaining and growing long-term wealth of clients. Financial service providers in Europe and North America have been providing WM services for decades. However, it is only recently that some financial firms in emerging countries started to offer this service to their clients. To attract clients to adopt WM services, it is necessary to understand what influences consumers' decisions when selecting WM services. Therefore, the researchers adopted the AHP decision model to identify these factors. The relative importance of factors and alternatives were surveyed by directing a questionnaire to consumers who are using, or planning to use, WM services. It appears that, in general, customers' first concern about the WM service is the quality of service, followed by the products and the image. Further analyzes by consumer attributes indicate that HNWIs are particularly concerned about the risk associated with the products offered by the WM service providers. Thus, to attract HNWIs, special attention should be paid to the design of products with relatively less risk and acceptable returns. Journal: The Service Industries Journal Pages: 929-939 Issue: 6 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903078750 File-URL: http://hdl.handle.net/10.1080/02642060903078750 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:929-939 Template-Type: ReDIF-Article 1.0 Author-Name: Johannes Glückler Author-X-Name-First: Johannes Author-X-Name-Last: Glückler Author-Name: Ingmar Hammer Author-X-Name-First: Ingmar Author-X-Name-Last: Hammer Title: A pragmatic service typology: capturing the distinctive dynamics of services in time and space Abstract: Many service classifications have provided helpful yet partial perspectives on the heterogeneity of services. This paper reconciles and integrates different earlier classifications into a new holistic typology of the service economy which is based on detailed statistical service sectors. Moreover, the paper assesses the empirical value of this taxonomy to capture the diversity of services development in time and space. A regional analysis of employment data in Germany provides evidence that knowledge intensive as well as business services follow very different sectoral and spatial dynamics than operational and consumer services. This typology yields differential insights in longitudinal and comparative regional analysis of the service economy. Journal: The Service Industries Journal Pages: 941-957 Issue: 6 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903078743 File-URL: http://hdl.handle.net/10.1080/02642060903078743 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:941-957 Template-Type: ReDIF-Article 1.0 Author-Name: Kris M.Y. Law Author-X-Name-First: Kris M.Y. Author-X-Name-Last: Law Title: Airline catering service operation, schedule nervousness and collective efficacy on performance: Hong Kong evidence Abstract: Carriers the world over depend on airline catering service providers to manage the catering and logistics of these complex operations. The logistics of onboard catering service material between suppliers, warehouses and the caterers differ significantly from the classical material flow in other industries between the suppliers, manufacturers and customers. The airline catering business can tolerate minimal flexibility relating to scheduling issues. Continuous changes in the schedule can undermine the confidence in the system and result in disruptions in the production or delivery systems. This study aims to study how the various determinants are correlated with schedule instability of the airline catering operations. The findings show the significant correlation between internal operation and relationship with customer, which affect the work efficacy at the collective level. Journal: The Service Industries Journal Pages: 959-973 Issue: 6 Volume: 31 Year: 2009 Month: 4 X-DOI: 10.1080/02642060903079121 File-URL: http://hdl.handle.net/10.1080/02642060903079121 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:959-973 Template-Type: ReDIF-Article 1.0 Author-Name: Jin-Ray Lu Author-X-Name-First: Jin-Ray Author-X-Name-Last: Lu Title: Dealer spread and portfolio selection under price risks: evidence from the gold service industry Abstract: The bid and ask quotes as well as portfolio selection decisions of gold dealers who face a gold price risk are investigated within a continuous-time framework. The research integrates into a systematic analysis the decision of asset allocation in financial economics as well as the decision of a bid--ask spread in a market microstructure. The holding rate of gold is correlated to the intensity and jump size of the Poisson process, which is a hedging demand for gold assets against the risk of extreme events. According to empirical analysis from the gold service industries, the gold spread return is related to the expected return, volatility and jump risks of gold prices. Journal: The Service Industries Journal Pages: 975-996 Issue: 6 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079105 File-URL: http://hdl.handle.net/10.1080/02642060903079105 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:975-996 Template-Type: ReDIF-Article 1.0 Author-Name: Hsien-Jui Chung Author-X-Name-First: Hsien-Jui Author-X-Name-Last: Chung Author-Name: Hsuan Lo Author-X-Name-First: Hsuan Author-X-Name-Last: Lo Author-Name: Chun-Chung Chen Author-X-Name-First: Chun-Chung Author-X-Name-Last: Chen Title: Founding scale and survival: double-edged effects of corporate sponsorship Abstract: This study examines the effects of founding scale on survival rates across independent and corporate-sponsored Taiwan securities firms. Empirical results confirm the positive effects of founding scale and corporate sponsorship on new venture survival. Results also indicate that when founding scale is large, corporate-sponsored new ventures have higher survival rates than independent ventures. However, when founding scale is smaller, the reverse is true: corporate-sponsored new ventures have lower survival rates than independent ventures. Therefore, corporate sponsorship comes off as a double-edged sword; new ventures may benefit from the parent's existent resources and social linkages, but also suffer from a loss of autonomy and control over major decisions. Journal: The Service Industries Journal Pages: 997-1009 Issue: 6 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079113 File-URL: http://hdl.handle.net/10.1080/02642060903079113 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:6:p:997-1009 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 1011-1014 Issue: 7 Volume: 31 Year: 2011 Month: 5 X-DOI: 10.1080/02642069.2011.560761 File-URL: http://hdl.handle.net/10.1080/02642069.2011.560761 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:7:p:1011-1014 Template-Type: ReDIF-Article 1.0 Author-Name: Alexander Vogel Author-X-Name-First: Alexander Author-X-Name-Last: Vogel Title: Exporter performance in the German business services sector Abstract: A wide range of empirical studies has analysed exporter performance, especially the relationship between exports and productivity in the manufacturing sector. By contrast, a detailed investigation of the services sector has remained largely neglected. To close this gap this paper focuses on the relationship between exports and several performance characteristics in the German business services sector -- average wage, productivity, size, and turnover profitability -- in order to determine whether export premia and self-selection into export markets exist in the business services sector. To ensure the comparability of the results with those from the manufacturing sector, empirical models used to analyse the manufacturing sector are transferred to investigate the business services. Journal: The Service Industries Journal Pages: 1015-1031 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079410 File-URL: http://hdl.handle.net/10.1080/02642060903079410 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1015-1031 Template-Type: ReDIF-Article 1.0 Author-Name: Leonidas A. Zampetakis Author-X-Name-First: Leonidas A. Author-X-Name-Last: Zampetakis Title: Middle managers' perception of subordinates' customer orientation in the banking sector Abstract: This study examined personal and contextual factors at work that influence middle-level managers' perception of their immediate subordinate's customer orientation (SCO). Data were based on 120 managers from seven organizations from the Cyprus banking sector. Results of structural equation modelling indicate that managers' trait of emotional intelligence has a significant indirect effect on their perceptions of their SCO via positive affect at work. Recommendations for further research are discussed. Journal: The Service Industries Journal Pages: 1033-1047 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079436 File-URL: http://hdl.handle.net/10.1080/02642060903079436 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1033-1047 Template-Type: ReDIF-Article 1.0 Author-Name: Namin Kim Author-X-Name-First: Namin Author-X-Name-Last: Kim Author-Name: EuiSik Cho Author-X-Name-First: EuiSik Author-X-Name-Last: Cho Author-Name: Youngchan Kim Author-X-Name-First: Youngchan Author-X-Name-Last: Kim Author-Name: Moonkyu Lee Author-X-Name-First: Moonkyu Author-X-Name-Last: Lee Title: Developing an effective strategic mix of corporate philanthropy Abstract: Corporate social responsibility (CSR) has become a very important issue in the business and academic communities alike. However, among various activities of CSR, <italic>corporate philanthropy</italic> has not attracted much academic effort to date. Therefore, many firms find it challenging to establish the most appropriate mix of philanthropic activities. This study tries to find the most effective strategic mix of corporate philanthropy. For this purpose, three dimensions of philanthropic activities (i.e. <italic>who</italic>, <italic>what</italic>, and <italic>to whom</italic>) are examined, along with the most effective attributes of each. The results show that consumers prefer the activities in which firms, rather than employees, donate their own products to the general public. Implications of the research results are discussed from an academic as well as from a practical standpoint. Journal: The Service Industries Journal Pages: 1049-1062 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903079428 File-URL: http://hdl.handle.net/10.1080/02642060903079428 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1049-1062 Template-Type: ReDIF-Article 1.0 Author-Name: Yener Altunbaş Author-X-Name-First: Yener Author-X-Name-Last: Altunbaş Author-Name: Alper Kara Author-X-Name-First: Alper Author-X-Name-Last: Kara Title: Why do banks join loan syndications? The case of participant banks Abstract: This paper examines the determinants of banks' involvement in loan syndication using the financial information of 847 participant banks. The results indicate that participant banks join loan syndications when their capital levels are sufficient enough to support the extra risk taken. Banks with lower net interest margin are found to choose syndicated lending as a way of boosting their margins. The motivation of risk diversification through participating in loan syndications is also confirmed. Journal: The Service Industries Journal Pages: 1063-1074 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903100364 File-URL: http://hdl.handle.net/10.1080/02642060903100364 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1063-1074 Template-Type: ReDIF-Article 1.0 Author-Name: Tsung-Chi Liu Author-X-Name-First: Tsung-Chi Author-X-Name-Last: Liu Author-Name: Cheng-Feng Chen Author-X-Name-First: Cheng-Feng Author-X-Name-Last: Chen Title: Please smile, the CCTV is running! Abstract: This paper examines the use of closed-circuit television (CCTV) system notices in banks. This study was designed to measure the effect of the wording of CCTV notices on customer service quality expectations and purchase intent, while also considering the customer involvement as the moderating effects. Results show that customers, in expectation of better service quality, may be more likely to purchase the service when moderately worded CCTV notices (i.e. ‘please smile, the CCTV is running!’) had been employed in the bank rather than when the negatively worded CCTV notices (i.e. ‘Taping now! All your behaviour here is monitored by the CCTV system!’) are deployed. These effects were stronger in low-involvement situations. Implications of the findings and the future research directions are also discussed. Journal: The Service Industries Journal Pages: 1075-1092 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903108342 File-URL: http://hdl.handle.net/10.1080/02642060903108342 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1075-1092 Template-Type: ReDIF-Article 1.0 Author-Name: Junseok Hwang Author-X-Name-First: Junseok Author-X-Name-Last: Hwang Author-Name: Seunghyun Kim Author-X-Name-First: Seunghyun Author-X-Name-Last: Kim Title: Factors affecting successful innovation by content-layer firms in Korea Abstract: Technological convergence is changing the division of industries from vertical to horizontal; it has also made user participation easier in information and communication technology industries. To understand this situation, it is necessary to identify the causes of successful innovation. In this research, factors affecting successful innovation by mobile and Internet contents firms were tested from the viewpoint of user-involved innovation. The results show that active user participation in the innovation development process is very important. In addition to being useful to firms, this study points out the need for policies that support users to policy makers. Journal: The Service Industries Journal Pages: 1093-1107 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903100372 File-URL: http://hdl.handle.net/10.1080/02642060903100372 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1093-1107 Template-Type: ReDIF-Article 1.0 Author-Name: Irene Gil-Saura Author-X-Name-First: Irene Author-X-Name-Last: Gil-Saura Author-Name: Maria Eugenia Ruiz-Molina Author-X-Name-First: Maria Eugenia Author-X-Name-Last: Ruiz-Molina Title: Logistics service quality and buyer--customer relationships: the moderating role of technology in B2B and B2C contexts Abstract: Logistics service quality (LSQ) concentrates on the results of the company's performance in the process of bringing merchandise and information from the company's warehouse to customers' home. There is neither consensus about its dimensions nor on how it might be influenced by technological solutions. The present article aims at identifying the main antecedents of LSQ, examining the influence of technology and its effects in terms of customer commitment and loyalty in B2B and B2C contexts. As a result, similar patterns are observed in the relationships of LSQ--commitment--loyalty with mixed evidence about the moderating role of information technology. Journal: The Service Industries Journal Pages: 1109-1123 Issue: 7 Volume: 31 Year: 2009 Month: 5 X-DOI: 10.1080/02642060903100380 File-URL: http://hdl.handle.net/10.1080/02642060903100380 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1109-1123 Template-Type: ReDIF-Article 1.0 Author-Name: Juan José Tarí Author-X-Name-First: Juan José Author-X-Name-Last: Tarí Title: Similarities and differences between self-assessment approaches in public services in higher education institutions Abstract: The aim of this paper is to examine the European Foundation for Quality Management self-assessment process in order to analyse the similarities and differences between two of the most common self-assessment approaches (questionnaire and workshop). Using a case study methodology, it examines whether the process, the success of this exercise, the difficulties, the benefits and the success factors are the same in these approaches, or whether they are conditioned by the approach chosen. The results show the difficulties, benefits and success factors in workshop and questionnaire approaches and the significant differences between the two approaches. This study is relevant to managers who are faced with making a decision on which approach to self-assessment should be chosen. Managers must select an approach to self-assessment, considering the characteristics and the quality management maturity of the organisation; the level of quality management understanding and the objectives and degree of decentralisation of the self-assessment. Managers should not forget the importance of their commitment in order to promote the process, the need to train team members in order to facilitate self-assessment and the follow-up as a tool to assess the effectiveness of the process. Journal: The Service Industries Journal Pages: 1125-1142 Issue: 7 Volume: 31 Year: 2009 Month: 8 X-DOI: 10.1080/02642060903295644 File-URL: http://hdl.handle.net/10.1080/02642060903295644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1125-1142 Template-Type: ReDIF-Article 1.0 Author-Name: Meryem Duygun Fethi Author-X-Name-First: Meryem Duygun Author-X-Name-Last: Fethi Author-Name: Mohamed Shaban Author-X-Name-First: Mohamed Author-X-Name-Last: Shaban Author-Name: Thomas Weyman-Jones Author-X-Name-First: Thomas Author-X-Name-Last: Weyman-Jones Title: Liberalisation, privatisation and the productivity of Egyptian banks: a non-parametric approach Abstract: This paper evaluates the performance of Egyptian banks during a period characterised by changes in economic policies. The Egyptian government's liberalisation policies in the early 1990s have had a positive or negative impact on the performance of the Egyptian banks. In addition, whether the liberalisation impact has influenced different forms of banks' ownership and sizes with consistent magnitude is examined. Another objective of this paper is to examine the impact of the privatisation process at the end of 1995 on the efficiency and productivity performance of the overall banking sector and on joint-venture banks in particular. The data envelopment analysis Malmquist methodology is employed to estimate the productivity of Egyptian banks. Journal: The Service Industries Journal Pages: 1143-1163 Issue: 7 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903431686 File-URL: http://hdl.handle.net/10.1080/02642060903431686 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1143-1163 Template-Type: ReDIF-Article 1.0 Author-Name: Joaquin Aldas-Manzano Author-X-Name-First: Joaquin Author-X-Name-Last: Aldas-Manzano Author-Name: Carla Ruiz-Mafe Author-X-Name-First: Carla Author-X-Name-Last: Ruiz-Mafe Author-Name: Silvia Sanz-Blas Author-X-Name-First: Silvia Author-X-Name-Last: Sanz-Blas Author-Name: Carlos Lassala-Navarré Author-X-Name-First: Carlos Author-X-Name-Last: Lassala-Navarré Title: Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use Abstract: This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided. Journal: The Service Industries Journal Pages: 1165-1190 Issue: 7 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903433997 File-URL: http://hdl.handle.net/10.1080/02642060903433997 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1165-1190 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 1191-1193 Issue: 8 Volume: 31 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.571947 File-URL: http://hdl.handle.net/10.1080/02642069.2011.571947 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:8:p:1191-1193 Template-Type: ReDIF-Article 1.0 Author-Name: Peter John Sandiford Author-X-Name-First: Peter John Author-X-Name-Last: Sandiford Author-Name: Diane Seymour Author-X-Name-First: Diane Author-X-Name-Last: Seymour Title: Reacting to the demands of service work: emotional resistance in the Coaching Inn Company Abstract: This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can sensibly be conceptualised as a challenge to management control of the labour process. This difficulty is explored through a discussion of data drawn from ethnographic research into a chain of public houses. Various forms of resistant behaviour are identified, although the precise nature of this resistance is often blurred by the complex relations between employee, management and customer. Journal: The Service Industries Journal Pages: 1195-1217 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903436990 File-URL: http://hdl.handle.net/10.1080/02642060903436990 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1195-1217 Template-Type: ReDIF-Article 1.0 Author-Name: Ming-Shian Wu Author-X-Name-First: Ming-Shian Author-X-Name-Last: Wu Author-Name: Sun-Jen Huang Author-X-Name-First: Sun-Jen Author-X-Name-Last: Huang Author-Name: Li-Wei Chen Author-X-Name-First: Li-Wei Author-X-Name-Last: Chen Title: The preparedness of critical success factors of IT service management and its effect on performance Abstract: Recently, information technology service management (ITSM) has emerged as a challenging research area. ITSM implementation often involves huge investment with unexpected risks. Therefore, understanding the preparedness of critical success factors (CSFs) and its effect on the organizational performance can help in not only reducing the risks but in also providing helpful guidance for enterprises. This empirical study explores the preparedness of ITSM-relevant CSFs and its effect on the organizational performance. The findings show that (1) the more important a CSF is, the more prepared the CSF is; (2) the organizational performance is mostly beneficial from customer and internal business process perspectives; and (3) only a few CSFs can significantly affect the organizational performance. Finally, the implications based on the findings are given for the management of ITSM implementation. Journal: The Service Industries Journal Pages: 1219-1235 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437014 File-URL: http://hdl.handle.net/10.1080/02642060903437014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1219-1235 Template-Type: ReDIF-Article 1.0 Author-Name: Pei-Chun Lin Author-X-Name-First: Pei-Chun Author-X-Name-Last: Lin Author-Name: Liang-Shan Wu Author-X-Name-First: Liang-Shan Author-X-Name-Last: Wu Title: How supermarket chains in Taiwan select suppliers of fresh fruit and vegetables via direct purchasing Abstract: This research focuses on evaluating the criteria used to select suppliers of fresh fruit and vegetables in the supermarket retail chains in Taiwan via direct purchasing. The research sample consisted of procurement managers from supermarket retailers. Interviews with these managers were conducted to produce the first stage expert questionnaire. Following this, the fuzzy Delphi method was adopted to screen the preliminary criteria and the fuzzy analytic hierarchy process was then used to discover the relative importance of each criterion. Research results revealed the most important supplier selection attributes to be procurement price, product quality, product consistency, and food safety. For suppliers of fresh produce, seeking to develop more collaborative relationships with retailers characterized by mutual advantages and trust need to understand how retailers choose their suppliers. Journal: The Service Industries Journal Pages: 1237-1255 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437568 File-URL: http://hdl.handle.net/10.1080/02642060903437568 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1237-1255 Template-Type: ReDIF-Article 1.0 Author-Name: Sabine Klinger Author-X-Name-First: Sabine Author-X-Name-Last: Klinger Author-Name: Katja Wolf Author-X-Name-First: Katja Author-X-Name-Last: Wolf Title: Disentangling sector and status effects in German employment growth Abstract: From 1992 to 2006, part-time employment in western Germany has grown by 83%, whereas full-time employment has shrunk by 15%. In addition, employment schemes vary substantially across industries and industries which are themselves developed differently. The paper analyses the extent to which the divergence of status-specific employment can be explained by factors inherent in full-time or part-time employment (status effect) or by changes in the sectoral composition (sector effect). A regression-analogue shift--share model is estimated. Economic variables like unit labour costs and output gap are controlled. As a dynamic panel data model is specified, a bias-corrected least squares dummy variable estimator is used. In a second step, the fixed effects of the estimation into parameters for employment status and 16 sectors are decomposed. The results show that status-specific characteristics dominantly explain changes in employment patterns. Journal: The Service Industries Journal Pages: 1257-1278 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437006 File-URL: http://hdl.handle.net/10.1080/02642060903437006 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1257-1278 Template-Type: ReDIF-Article 1.0 Author-Name: Seo Hwan-Joo Author-X-Name-First: Seo Author-X-Name-Last: Hwan-Joo Author-Name: Lee Young Soo Author-X-Name-First: Lee Author-X-Name-Last: Young Soo Author-Name: Kim HanSung Author-X-Name-First: Kim Author-X-Name-Last: HanSung Title: Does international specialization in producer services warrant sustainable growth? Abstract: Does international specialization in producer services warrant sustainable growth? This paper seeks to answer the question regarding the relationship between trade specialization in producer services and productivity growth in Organization for Economic Cooperation and Development (OECD) countries using a difference generalized method of moments. Three indicators of trade specialization (export ratio, revealed comparative advantage, and trade specification index) are adopted as explanatory variables in productivity growth regressions for 12 OECD countries over 1987--2002. The results show both the positive and negative impact of international specialization on producer services on productivity growth; it is only when one country specializes in technology-intensive (or R&D-intensive) producer services that international specialization in producer services has a positive impact on productivity growth. Journal: The Service Industries Journal Pages: 1279-1291 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437527 File-URL: http://hdl.handle.net/10.1080/02642060903437527 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1279-1291 Template-Type: ReDIF-Article 1.0 Author-Name: Sergios Dimitriadis Author-X-Name-First: Sergios Author-X-Name-Last: Dimitriadis Author-Name: Nikolaos Kyrezis Author-X-Name-First: Nikolaos Author-X-Name-Last: Kyrezis Title: The effect of trust, channel technology, and transaction type on the adoption of self-service bank channels Abstract: Few studies have examined customers' beliefs and intentions across different self-service technology channels and different intended uses of these channels. The present work integrates (a) technology acceptance variables (b) trusting beliefs and trusting intention as two distinct constructs, (c) level of customers' information about the channel, in order to test their effect on use intention for two channels, Internet and phone banking, and three banking transactions. Findings from a sample of 762 bank customers reveal that patterns of adoption are quite similar for the two channels but differ across transactions. Furthermore, the trusting intention has a strong mediating role between trusting beliefs and technology-acceptance variables on one hand, and intention to use these channels on the other hand. Several implications for developing intention to use technology-based channels are discussed. Journal: The Service Industries Journal Pages: 1293-1310 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437576 File-URL: http://hdl.handle.net/10.1080/02642060903437576 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1293-1310 Template-Type: ReDIF-Article 1.0 Author-Name: DonHee Lee Author-X-Name-First: DonHee Author-X-Name-Last: Lee Author-Name: Sang M. Lee Author-X-Name-First: Sang M. Author-X-Name-Last: Lee Author-Name: Marc J. Schniederjans Author-X-Name-First: Marc J. Author-X-Name-Last: Schniederjans Title: Medical error reduction: the effect of employee satisfaction with organizational support Abstract: The problem of medical errors as a factor of service quality has become critically important for healthcare providers. The research model in this paper describes how employee satisfaction with organizational support (ESWOS) and organizational systems supported by an organizational culture impact medical error reduction. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 186 respondents in four selected hospitals. The results of the study strongly support that medical error reduction is associated with ESWOS. Also, organizational culture which supports ESWOS and organizational systems as preventive and corrective systems is important for reducing medical errors. Journal: The Service Industries Journal Pages: 1311-1325 Issue: 8 Volume: 31 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903437592 File-URL: http://hdl.handle.net/10.1080/02642060903437592 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1311-1325 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Fang Chen Author-X-Name-First: Mei-Fang Author-X-Name-Last: Chen Author-Name: Chieh-Peng Lin Author-X-Name-First: Chieh-Peng Author-X-Name-Last: Lin Author-Name: Gin-Yen Lien Author-X-Name-First: Gin-Yen Author-X-Name-Last: Lien Title: Modelling job stress as a mediating role in predicting turnover intention Abstract: Turnover intention has been an important issue for decades since management has long recognized that low turnover intention of employees is helpful for consequently obtaining high organizational performance and avoiding the potential costs related to recruiting and training new employees. For that reason, this study proposed a research model of turnover intention based on Hackman and Oldham's [(1976). Motivation through the design of work: Test of a theory. <italic>Organizational Behavior and Human Performance</italic>, <italic>16</italic>(2), 250--279.] job characteristics theory. The proposed research model is empirically tested using a survey of 255 employees from Taiwanese banks. Tests results of structural equation modelling provide evidence that role conflicts, role ambiguity, and role overload indeed have positive impacts on job stress. <italic>Employees with higher levels of job</italic> stress are more likely to think about leaving, while those perceiving more fairness of rewards are less likely. Implications for managerial administration and future research are discussed. Journal: The Service Industries Journal Pages: 1327-1345 Issue: 8 Volume: 31 Year: 2009 Month: 9 X-DOI: 10.1080/02642060903437543 File-URL: http://hdl.handle.net/10.1080/02642060903437543 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1327-1345 Template-Type: ReDIF-Article 1.0 Author-Name: Zanna van Dun Author-X-Name-First: Zanna Author-X-Name-Last: van Dun Author-Name: Josée Bloemer Author-X-Name-First: Josée Author-X-Name-Last: Bloemer Author-Name: Jörg Henseler Author-X-Name-First: Jörg Author-X-Name-Last: Henseler Title: Perceived customer contact centre quality: conceptual foundation and scale development Abstract: Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory and confirmatory factor analyses. Perceived customer contact centre quality consists of seven dimensions: reliability, empathy, customer knowledge, customer focus, waiting cost, user friendliness of the voice response unit, and accessibility. Compared with existing conceptualizations of service quality, perceived customer contact centre quality offers additional dimensions. Journal: The Service Industries Journal Pages: 1347-1363 Issue: 8 Volume: 31 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903437584 File-URL: http://hdl.handle.net/10.1080/02642060903437584 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1347-1363 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiu-Hua Hu Author-X-Name-First: Hsiu-Hua Author-X-Name-Last: Hu Author-Name: Chin-Tien Hsu Author-X-Name-First: Chin-Tien Author-X-Name-Last: Hsu Author-Name: Wen-Ruey Lee Author-X-Name-First: Wen-Ruey Author-X-Name-Last: Lee Author-Name: Jui-Huang Chang Author-X-Name-First: Jui-Huang Author-X-Name-Last: Chang Author-Name: Meng-Hui Hsu Author-X-Name-First: Meng-Hui Author-X-Name-Last: Hsu Title: Mediating and moderating processes in the relation between problem customer perceptions and work--family conflict Abstract: Deploying the emotion regulation perspective, this study examined the process linking the relationship between problem customer perceptions (PCPs) and work--family conflict (WFC) by focusing on the mediating influence of surface acting (SA) and the moderating role of distress tolerance (DT). Data were obtained from 265 frontline service clerks located in the banking industry throughout 71 different local banks in Taiwan. The results revealed that SA fully mediated the PCP--WFC relationship. Meanwhile, frontline service clerks' DT moderated the SA--WFC relationship, such that the relationship was weaker when service clerks with the higher the DT. The managerial implications of the findings were discussed. Journal: The Service Industries Journal Pages: 1365-1380 Issue: 8 Volume: 31 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903437600 File-URL: http://hdl.handle.net/10.1080/02642060903437600 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:8:p:1365-1380 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 1381-1383 Issue: 9 Volume: 31 Year: 2011 Month: 7 X-DOI: 10.1080/02642069.2011.572622 File-URL: http://hdl.handle.net/10.1080/02642069.2011.572622 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:9:p:1381-1383 Template-Type: ReDIF-Article 1.0 Author-Name: Tyrone T. Lin Author-X-Name-First: Tyrone T. Author-X-Name-Last: Lin Author-Name: Chia-Chi Lee Author-X-Name-First: Chia-Chi Author-X-Name-Last: Lee Author-Name: Chun-Hung Chen Author-X-Name-First: Chun-Hung Author-X-Name-Last: Chen Title: Impacts of the borrower's attributes, loan contract contents, and collateral characteristics on mortgage loan default Abstract: This paper explores the factors influencing mortgage loan default and default probability by using the data from the mortgage loans of a case financial institution. The results indicate that the borrower's gender, the borrower's job position, whether the regional codes of the borrower's present residence and registered permanent residence are the same, the degree of relationship between the borrower and the guarantor, the loan-to-value ratio, the use status of collateral, and the located region of collateral are significantly positively correlated with the default probability. However, the education degree and the loan amount are significantly negatively correlated with the default probability. Journal: The Service Industries Journal Pages: 1385-1404 Issue: 9 Volume: 31 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903437535 File-URL: http://hdl.handle.net/10.1080/02642060903437535 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1385-1404 Template-Type: ReDIF-Article 1.0 Author-Name: Vanderli Correia Prieto Author-X-Name-First: Vanderli Correia Author-X-Name-Last: Prieto Author-Name: Marly Monteiro de Carvalho Author-X-Name-First: Marly Monteiro Author-X-Name-Last: de Carvalho Title: Strategic alignment and performance: Brazilian companies in the medical diagnostics sector Abstract: A gap has been identified in the literature on the diagnosis and monitoring of the degree of strategic alignment. The main objective of this article is to diagnose and analyze the strategic alignment profile using the alignment diagnostic profile (ADP) tool, which enables organizations to show visually their degree of strategic alignment. The methodological approach adopted is multiple-case studies, which were conducted at five organizations in the medical diagnostics sector. The results indicate that the ADP enables organizations to understand the steps required to improve their level of alignment and to identify and locate gaps and conflicts. Journal: The Service Industries Journal Pages: 1405-1427 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903576050 File-URL: http://hdl.handle.net/10.1080/02642060903576050 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1405-1427 Template-Type: ReDIF-Article 1.0 Author-Name: Pim Den Hertog Author-X-Name-First: Pim Den Author-X-Name-Last: Hertog Author-Name: Faïz Gallouj Author-X-Name-First: Faïz Author-X-Name-Last: Gallouj Author-Name: Jeroen Segers Author-X-Name-First: Jeroen Author-X-Name-Last: Segers Title: Measuring innovation in a ‘low-tech’ service industry: the case of the Dutch hospitality industry Abstract: This article presents the findings of a survey among 613 firms in the Dutch hospitality industry adopting a demarcation perspective. The paper illustrates that innovation in this service industry is much higher and more varied than regularly reported. It further indicates that innovation activities in ‘low-tech industries’ can be in place with less formalized forms of (service) innovation management. Finally, it is shown that a higher innovation intensity is associated with better firm performance. Based on this, some implications for managing innovation in the hospitality industry are discussed. Finally, some fundamental issues in the measurement of service innovation are raised. Journal: The Service Industries Journal Pages: 1429-1449 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903576084 File-URL: http://hdl.handle.net/10.1080/02642060903576084 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1429-1449 Template-Type: ReDIF-Article 1.0 Author-Name: Jen-Jen Tseng Author-X-Name-First: Jen-Jen Author-X-Name-Last: Tseng Author-Name: Ping-Hung Chou Author-X-Name-First: Ping-Hung Author-X-Name-Last: Chou Title: Mimetic isomorphism and its effect on merger and acquisition activities in Taiwanese financial industries Abstract: This paper adopts an institutional theory and explores the impact of institutional pressures on mimetic isomorphism in merger and acquisition (M&A) activities. It uses 117 M&A announcements and adopts a logistic regression model to construct a probability model for mimetic isomorphism. This study finds that a firm's own M&A experiences and the frequency of M&A deals are positively correlated with the likelihood that a firm will complete its M&A deal. This paper also utilizes an event study methodology to estimate the excess return around M&A announcements as a proxy for the M&A performance and adopts the OLS regression model to analyse the relation between the imitation and M&A performances. There is a positive relation between the frequency of M&A activities and M&A performances, and a negative relation between a firm's own M&A experiences and M&A performances. Journal: The Service Industries Journal Pages: 1451-1469 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580573 File-URL: http://hdl.handle.net/10.1080/02642060903580573 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1451-1469 Template-Type: ReDIF-Article 1.0 Author-Name: Ricardo Sellers Author-X-Name-First: Ricardo Author-X-Name-Last: Sellers Author-Name: Juan Luis Nicolau Author-X-Name-First: Juan Luis Author-X-Name-Last: Nicolau Title: Analysing the effect of environmental factors on service performance Abstract: The aim of this paper is to analyse the effect of some environmental variables when analysing efficiency in a service process. For the first time in the grocery retail industry, this paper considers two different approaches employed in the efficiency measurement literature to analyse the influence of environmental factors, and compares the results obtained with a model that does not include the environmental factors. The methodology is based on the estimation of a stochastic parametric function. The results obtained highlight the importance of considering environmental variables when evaluating efficiency in retailing. As a consequence, managers should be aware that differences in performance could be due to more or less favourable environmental conditions. It is important for service assessment programmes to provide precise enough measures for managers to draw the correct conclusion when evaluating their firms' performance. Journal: The Service Industries Journal Pages: 1471-1488 Issue: 9 Volume: 31 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580607 File-URL: http://hdl.handle.net/10.1080/02642060903580607 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1471-1488 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra Navarro Author-X-Name-First: Juan Gabriel Author-X-Name-Last: Cegarra Navarro Author-Name: Aurora Martinez-Martinez Author-X-Name-First: Aurora Author-X-Name-Last: Martinez-Martinez Title: Improving competitiveness through city marketing in Spanish hotels Abstract: The degree to which hotels can be competitive depends upon some very important factors, such as city promotion initiatives and city knowledge networks. The purpose of this study is to analyse and present how a city marketing procedure could become an effective tool for knowledge development and the competitiveness of Spanish hospitality hotels. Our findings support the view that in order to implement a marketing city programme oriented towards hotels, municipal managers need to provide and support knowledge creation networks. Furthermore, a hotel's size is significantly associated with levels of city promotion initiatives. Therefore, to consolidate marketing city results among small hotels, municipal managers need to reinforce the environment in which hotel managers operate and provide them with the means to survive in the context of a competitive knowledge-based economy. Journal: The Service Industries Journal Pages: 1489-1503 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580615 File-URL: http://hdl.handle.net/10.1080/02642060903580615 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1489-1503 Template-Type: ReDIF-Article 1.0 Author-Name: Kris Law Author-X-Name-First: Kris Author-X-Name-Last: Law Title: Social responsibility in youth service organizations: Hong Kong evidence Abstract: The paper attempts to investigate the key factors affecting the social responsibility development in social welfare organizations. The study also measures how social welfare organizations are performing towards the social responsibility objectives. This paper focuses on a study undertaken among a number of youth service organizations in Hong Kong. The results showed that youth service organizations perceive they have supportive organizational culture and the management has been showing strong willingness in promoting social responsibility. The people from a senior level see that the motivating factors are more important than the junior people, but they perceive the ‘social pressure’ is less important than the junior people. The big contrast implies that the management people do not take ‘social pressure’ into serious consideration. The study reveals a significant influence from the management on the adoption and implementation of social responsibility activities. This further confirms the importance on promoting social responsibility at the operational level, with the top management providing clear strategic direction, and supportive resources and environment. Journal: The Service Industries Journal Pages: 1505-1517 Issue: 9 Volume: 31 Year: 2009 Month: 10 X-DOI: 10.1080/02642060903437550 File-URL: http://hdl.handle.net/10.1080/02642060903437550 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1505-1517 Template-Type: ReDIF-Article 1.0 Author-Name: Muslim Amin Author-X-Name-First: Muslim Author-X-Name-Last: Amin Author-Name: Zaidi Isa Author-X-Name-First: Zaidi Author-X-Name-Last: Isa Author-Name: Rodrigue Fontaine Author-X-Name-First: Rodrigue Author-X-Name-Last: Fontaine Title: The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks Abstract: This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers. Journal: The Service Industries Journal Pages: 1519-1532 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903576076 File-URL: http://hdl.handle.net/10.1080/02642060903576076 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1519-1532 Template-Type: ReDIF-Article 1.0 Author-Name: Arman Kösedağ Author-X-Name-First: Arman Author-X-Name-Last: Kösedağ Author-Name: Meltem Denizel Author-X-Name-First: Meltem Author-X-Name-Last: Denizel Author-Name: Öznur Özdemir Author-X-Name-First: Öznur Author-X-Name-Last: Özdemir Title: Testing for convergence in bank efficiency: a cross-country analysis Abstract: This paper empirically investigates a possible convergence among the operational efficiency of financial institutions across countries. We explore (i) the relative performance of banking industries in two samples (European and global) over time, and (ii) whether banking industries are likely to attain the same level of efficiency in the long run as implied by international financial integration. We find that convergence in bank efficiency is incomplete and limited to European banking industries. Differing level of bank efficiencies across the globe may offer opportunities for international investors who would like to capitalize on such market imperfections. Our findings also have implications for policy makers who are concerned with the full integration and the stability of the global financial system. Journal: The Service Industries Journal Pages: 1533-1547 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903580565 File-URL: http://hdl.handle.net/10.1080/02642060903580565 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1533-1547 Template-Type: ReDIF-Article 1.0 Author-Name: A. George Assaf Author-X-Name-First: A. George Author-X-Name-Last: Assaf Author-Name: C. Barros Author-X-Name-First: C. Author-X-Name-Last: Barros Title: Bayesian cost efficiency of Luanda, Angola hotels Abstract: This paper analyses the cost efficiency of Angola-Luanda hotels using a Bayesian stochastic frontier model. The results confirm that Luanda hotels have increased their cost efficiency over the period of study to reach an overall average of 67.11%. Results from the returns to scale also indicate that further improvements in efficiency are possible if Luanda hotels would increase the size and scale of their operations. Policy implications of the results are derived. Journal: The Service Industries Journal Pages: 1549-1559 Issue: 9 Volume: 31 Year: 2009 Month: 11 X-DOI: 10.1080/02642060903576068 File-URL: http://hdl.handle.net/10.1080/02642060903576068 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:9:p:1549-1559 Template-Type: ReDIF-Article 1.0 Author-Name: Miguel-Angel Galindo Martin Author-X-Name-First: Miguel-Angel Galindo Author-X-Name-Last: Martin Author-Name: Ignacio Gil-Pechuan Author-X-Name-First: Ignacio Author-X-Name-Last: Gil-Pechuan Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Tourism services Journal: The Service Industries Journal Pages: 1561-1566 Issue: 10 Volume: 31 Year: 2011 Month: 8 X-DOI: 10.1080/02642069.2010.505646 File-URL: http://hdl.handle.net/10.1080/02642069.2010.505646 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:10:p:1561-1566 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Nissan Author-X-Name-First: Edward Author-X-Name-Last: Nissan Author-Name: Miguel-Angel Galindo Author-X-Name-First: Miguel-Angel Author-X-Name-Last: Galindo Author-Name: María Teresa Méndez Author-X-Name-First: María Teresa Author-X-Name-Last: Méndez Title: Relationship between tourism and economic growth Abstract: The main goal of this paper is to determine whether tourism activity stimulates economic growth. The study indicates the main variables affecting tourism activity and shows a feedback effect between income and tourism. Findings indicate that tourism not only supplies necessary funds to finance firms' activities, but also stimulates the local firms' productivity and creates new job opportunities that increase the country's welfare. Variables that have important effects on tourism activity, such as entrepreneurship and prices have also been considered. Journal: The Service Industries Journal Pages: 1567-1572 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485636 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485636 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1567-1572 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Smithson Author-X-Name-First: Steve Author-X-Name-Last: Smithson Author-Name: Carlos Alberto Devece Author-X-Name-First: Carlos Alberto Author-X-Name-Last: Devece Author-Name: Rafael Lapiedra Author-X-Name-First: Rafael Author-X-Name-Last: Lapiedra Title: Online visibility as a source of competitive advantage for small- and medium-sized tourism accommodation enterprises Abstract: This study examines the importance of the Internet as a distribution channel for medium-sized and small accommodation enterprises, identifying the characteristics that could make the Internet a source of competitive advantage. From the resource-based view, online visibility is considered a differentiating factor in the accommodation business, able to produce superior organisational performance through the capture of new clients and by increasing the occupancy rate. The hypotheses are evaluated using regression models with data from small- and medium-sized hotels in Spain available in the public database SABI. The results show a positive effect of online visibility on organisational performance, although explaining only 10% of performance variance. However, online visibility is a determinant for the percentage of reservations made via the Internet. Journal: The Service Industries Journal Pages: 1573-1587 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485640 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1573-1587 Template-Type: ReDIF-Article 1.0 Author-Name: Rosa María González Tirados Author-X-Name-First: Rosa María Author-X-Name-Last: González Tirados Title: Half a century of mass tourism: evolution and expectations Abstract: This paper presents a retrospective analysis of the service sector focusing on the hotel industry with reference to how internationalisation and globalisation are having a major effect on demand, and as a result how changes must be made to what is offered. The so-called mass tourism must evolve; we are about to enter the second decade of the twenty-first century and mass tourism needs to be transformed. A large number of issues need to be borne in mind, such as the influence technological progress is having on the ways of travelling and booking and on sustainable, environmental tourism. Also to be taken into account is the competitiveness of the so-called emerging nations, for which a mature country like ours can provide new tourist packages. Journal: The Service Industries Journal Pages: 1589-1601 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485639 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485639 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1589-1601 Template-Type: ReDIF-Article 1.0 Author-Name: Kun-Huang Huarng Author-X-Name-First: Kun-Huang Author-X-Name-Last: Huarng Author-Name: Tiffany Hui-Kuang Yu Author-X-Name-First: Tiffany Hui-Kuang Author-X-Name-Last: Yu Author-Name: Francesc Solé Parellada Author-X-Name-First: Francesc Author-X-Name-Last: Solé Parellada Title: An innovative regime switching model to forecast Taiwan tourism demand Abstract: The tourism industry has become a major part of economic development for many countries. These countries have greatly invested in tourism to attract more tourist arrivals. Hence, the need for more accurate forecasts of tourism demand is important. Various approaches have been applied to forecast tourism demand of different countries. However, tourism demands tend to be imprecise and their trends nonlinear. In addition, there may be drastic changes in the tourism demand time series. To properly handle these problems, this study proposes an innovative forecasting model to detect the regime switching properly and to apply fuzzy time-series model to forecast. The monthly tourist arrivals to Taiwan will be used as forecasting target. The analysis by the proposed model will be validated by the major events as well as previous studies. Journal: The Service Industries Journal Pages: 1603-1612 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485637 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485637 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1603-1612 Template-Type: ReDIF-Article 1.0 Author-Name: Fiona Carmichael Author-X-Name-First: Fiona Author-X-Name-Last: Carmichael Author-Name: Daniel Palacios-Marques Author-X-Name-First: Daniel Author-X-Name-Last: Palacios-Marques Author-Name: Ignacio Gil-Pechuan Author-X-Name-First: Ignacio Author-X-Name-Last: Gil-Pechuan Title: How to create information management capabilities through web 2.0 Abstract: Over the last two decades investment in information technologies (IT) has been sufficiently high to be considered economically relevant. However, it has not been easy to prove that there are positive effects of these investments on organisational performance. This study questions the validity of directly relating web 2.0 initiatives to firm performance without taking into consideration other complementary assets such as managerial skills in IT, organisational restructuring and a culture of change. If these factors are not present, IT may not in fact produce any benefits whatsoever. The authors approach this problem using the resource-based view and propose the construct information management capability as a measure to gather the integration of the various co-specialised and complementary capabilities, whether technological or human and organisational, necessary in order to obtain competitive advantages in information use. A scale is created to measure this construct, the reliability and validity of which are demonstrated. Journal: The Service Industries Journal Pages: 1613-1625 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485635 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485635 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1613-1625 Template-Type: ReDIF-Article 1.0 Author-Name: Pilar Tejada Author-X-Name-First: Pilar Author-X-Name-Last: Tejada Author-Name: Francisco J. Santos Author-X-Name-First: Francisco J. Author-X-Name-Last: Santos Author-Name: Joaquín Guzmán Author-X-Name-First: Joaquín Author-X-Name-Last: Guzmán Title: Applicability of global value chains analysis to tourism: issues of governance and upgrading Abstract: Tourism firms are increasingly integrated in value chains that often operate across many different countries. As a result, the concepts and the methodology of the global value chains begin to be applied to the tourism industry. This paper aims to explore the applicability of this methodological approach for a specific service industry, such as tourism. It pays particular attention to the impact of different patterns of governance within global tourism value chains on the possible forms of upgrading. First, a set of regional case studies carried out on this subject leads us to identify the main patterns of governance in the Andalusian tourism industry. Secondly, an empirical analysis allows us to consider in which way upgrading can vary according to the governance patterns. Journal: The Service Industries Journal Pages: 1627-1643 Issue: 10 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.485642 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485642 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1627-1643 Template-Type: ReDIF-Article 1.0 Author-Name: Desiderio Juan García-Almeida Author-X-Name-First: Desiderio Juan Author-X-Name-Last: García-Almeida Author-Name: Mercé Bernardo-Vilamitjana Author-X-Name-First: Mercé Author-X-Name-Last: Bernardo-Vilamitjana Author-Name: Esther Hormiga Author-X-Name-First: Esther Author-X-Name-Last: Hormiga Author-Name: Jaume Valls-Pasola Author-X-Name-First: Jaume Author-X-Name-Last: Valls-Pasola Title: Cultural compatibility in internal knowledge transfers: an application to hotel chain growth Abstract: This work addresses the internal transfer of knowledge from a cultural perspective when hotel chains grow. The analysis begins with an approach to the intra-organisational transfer of knowledge in hotel chain expansion. Later, culture in organisations is addressed; this gives rise to the proposal of cultural compatibility as a determinant of the intra-firm transfer of knowledge. Moreover, reference is made to possible sources of cultural incompatibility: location abroad of the new hotel, conversions where most employees stay, and small size of the new hotel. The hypotheses are tested in the Spanish hotel context. The results show effects and causes of the compatibility between the cultural context in which the knowledge to be transferred originated and the cultural framework in which it is to be implemented. Journal: The Service Industries Journal Pages: 1645-1657 Issue: 10 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503890 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503890 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1645-1657 Template-Type: ReDIF-Article 1.0 Author-Name: Luca Secondi Author-X-Name-First: Luca Author-X-Name-Last: Secondi Author-Name: María Leticia Meseguer-Santamaría Author-X-Name-First: María Leticia Author-X-Name-Last: Meseguer-Santamaría Author-Name: Jose Mondéjar-Jiménez Author-X-Name-First: Jose Author-X-Name-Last: Mondéjar-Jiménez Author-Name: Manuel Vargas-Vargas Author-X-Name-First: Manuel Author-X-Name-Last: Vargas-Vargas Title: Influence of tourist sector structure on motivations of heritage tourists Abstract: Cultural tourism has traditionally been approached in terms of its appeal to visitors wishing to find out about or get involved in places or to extend their education or to enjoy historical buildings and heritage managed for tourism. This is tourism that has most encouraged activities to preserve the environment and historical/artistic heritage, getting away from mass tourist models, destination impact and seasonality. The aim of this study is to develop a model to identify the elements that help modify the cultural tourist's motivations: the structure of the tourism industry (enterprise infrastructure factors, city infrastructure factors, tourist mobility and tourist resources) and value for money. The use of partial least square method allows us to confirm the proposed correlations and to validate a model. Journal: The Service Industries Journal Pages: 1659-1668 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485641 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1659-1668 Template-Type: ReDIF-Article 1.0 Author-Name: Reyes Gonzalez Author-X-Name-First: Reyes Author-X-Name-Last: Gonzalez Author-Name: Juan Llopis Author-X-Name-First: Juan Author-X-Name-Last: Llopis Author-Name: Jose Gasco Author-X-Name-First: Jose Author-X-Name-Last: Gasco Title: What do we know about outsourcing in hotels? Abstract: This paper uses a content analysis focused on papers about outsourcing in hotel management in order to know the level of development reached in this research area. With that aim in mind, the authors have started from a review of the articles dedicated to this topic which are indexed in the ABI and Scopus databases. This allows conclusions to be drawn, which suggest the most successful thematic areas and research methodologies. Researchers are encouraged to enhance this field of study with empirical works where the results obtained so far can be checked in new geographical locations. Journal: The Service Industries Journal Pages: 1669-1682 Issue: 10 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.485638 File-URL: http://hdl.handle.net/10.1080/02642069.2010.485638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1669-1682 Template-Type: ReDIF-Article 1.0 Author-Name: Bo Svensson Author-X-Name-First: Bo Author-X-Name-Last: Svensson Author-Name: Pilar Moreno Author-X-Name-First: Pilar Author-X-Name-Last: Moreno Author-Name: Domingo Martín Author-X-Name-First: Domingo Author-X-Name-Last: Martín Title: Understanding travel expenditure by means of market segmentation Abstract: Consolidated tourism destinations should expand their market share by focusing on tourism spending instead of number of travellers. This strategy emphasises satisfying the preferences and needs of tourists more dynamically in terms of their expenditure patterns. The purpose of this paper consists of evaluating the usefulness of an expenditure-based segmentation as a relevant instrument of tourism policy in order to increase the economic benefits from travellers to Andalusia. More specifically, by means of decision trees and linear regression statistical techniques, heavy spenders are identified as well as exploring which variables might be considered as the best predictors of travel expenditure. Finally, the implications of the results are discussed, as they may provide practical guidance for tourism practitioners at similar destinations. Journal: The Service Industries Journal Pages: 1683-1698 Issue: 10 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503891 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503891 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:10:p:1683-1698 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 1699-1701 Issue: 11 Volume: 31 Year: 2011 Month: 8 X-DOI: 10.1080/02642069.2011.576166 File-URL: http://hdl.handle.net/10.1080/02642069.2011.576166 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:11:p:1699-1701 Template-Type: ReDIF-Article 1.0 Author-Name: Meng-Wen Wu Author-X-Name-First: Meng-Wen Author-X-Name-Last: Wu Author-Name: Chung-Hua Shen Author-X-Name-First: Chung-Hua Author-X-Name-Last: Shen Title: The elusive effect of bank size on profits Abstract: This study investigates the determinants of bank profit while paying particular attention to the influence of market share on profit, referred as the market share effect. The research seeks to answer the question whether the market share effect is conditional upon four country institutional factors including concentration ratio, bank regulations, the government's governance and country wealth, and is thus better in explaining the mixed results in the literature. This study employs comprehensive data of 44 countries from 1998 to 2004. The results show that market share positively influences profit when no country institutional factors are considered, but further strengthened in countries that are characterized by high concentration ratios, high restrictions on bank activities in insurance and real estate, good investor protection and a strong rule of law. Journal: The Service Industries Journal Pages: 1703-1724 Issue: 11 Volume: 31 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580557 File-URL: http://hdl.handle.net/10.1080/02642060903580557 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:11:p:1703-1724 Template-Type: ReDIF-Article 1.0 Author-Name: Yaron Timmor Author-X-Name-First: Yaron Author-X-Name-Last: Timmor Author-Name: Talia Rymon Author-X-Name-First: Talia Author-X-Name-Last: Rymon Author-Name: Tali Gal Author-X-Name-First: Tali Author-X-Name-Last: Gal Title: Healthier for whom? Technological service improvement in the healthcare industry Abstract: This study tackles the dilemma of a technology-based service improvement wherein an organization performs a technology change to improve its service process, while its customers do not necessarily perceive the new service as an improvement. The empirical research follows a healthcare provider that changed its primary care provider appointment scheduling using a new call centre technology. The methodology involves three processes reflecting the entire change: personal interviews, focus groups, and surveys. To facilitate adoption of a technology-based service, it is recommended that there be a focus on customers’ experience with similar service industries’ image, and organizational policies on contracting service representatives. Journal: The Service Industries Journal Pages: 1725-1747 Issue: 11 Volume: 31 Year: 2009 Month: 12 X-DOI: 10.1080/02642060903580581 File-URL: http://hdl.handle.net/10.1080/02642060903580581 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2009:i:11:p:1725-1747 Template-Type: ReDIF-Article 1.0 Author-Name: Abu Elnasr Sobaih Author-X-Name-First: Abu Elnasr Author-X-Name-Last: Sobaih Author-Name: Philip Coleman Author-X-Name-First: Philip Author-X-Name-Last: Coleman Author-Name: Caroline Ritchie Author-X-Name-First: Caroline Author-X-Name-Last: Ritchie Author-Name: Eleri Jones Author-X-Name-First: Eleri Author-X-Name-Last: Jones Title: Part-time restaurant employee perceptions of management practices: An empirical investigation Abstract: The UK hospitality industry increasingly relies on part-time rather than full-time employees to provide more flexible and cost-effective operations with potential trade-offs for service quality. Part-time employees can be divided into two distinct groups -- permanent and temporary -- each with very different employment rationales. This study compares full-time and part-time employee perceptions of management practices across twelve Cardiff-based restaurants using a self-administered questionnaire. There were significant differences between full-time and part-time employees but no difference between temporary and permanent part-time employees who were equally dissatisfied with management practices, job attitudes and job behaviours. The qualitative data showed the two part-time employees' sub-groups had different needs. Despite this they were treated as a homogenous group by managers. Lack of management understanding of part-time staff impacts on how they are treated and ultimately on service quality and customer satisfaction. Journal: The Service Industries Journal Pages: 1749-1768 Issue: 11 Volume: 31 Year: 2010 Month: 1 X-DOI: 10.1080/02642069.2011.573659 File-URL: http://hdl.handle.net/10.1080/02642069.2011.573659 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1749-1768 Template-Type: ReDIF-Article 1.0 Author-Name: Teresa Ince Author-X-Name-First: Teresa Author-X-Name-Last: Ince Author-Name: David Bowen Author-X-Name-First: David Author-X-Name-Last: Bowen Title: Consumer satisfaction and services: insights from dive tourism Abstract: This article focuses on consumer satisfaction in services within the context of tourism, and the dive tourism industry in particular. It identifies the key elements that certified, experienced recreational divers use to determine satisfaction, and discusses the relative importance of the elements. Thereafter, a framework explaining the formation of diver satisfaction is proposed -- and the role of emotion is highlighted above other satisfaction antecedents. The findings have practical and academic implications for the wider realms of tourism and other service industries. This research was conducted in Zanzibar, Tanzania, using a combination of participant observation and face-to-face interviews and illustrates the power of such techniques to reach the core of consumer thoughts, actions, and feelings. Journal: The Service Industries Journal Pages: 1769-1792 Issue: 11 Volume: 31 Year: 2010 Month: 1 X-DOI: 10.1080/02642069.2010.496480 File-URL: http://hdl.handle.net/10.1080/02642069.2010.496480 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1769-1792 Template-Type: ReDIF-Article 1.0 Author-Name: Leo Van Hove Author-X-Name-First: Leo Author-X-Name-Last: Van Hove Title: Pricing of card payment services in Scandinavian banking: a comment Abstract: Willesson [(2009). Pricing of card payment services in Scandinavian banking. <italic>The Service Industries Journal</italic>, <italic>29</italic>(3), 387--399] purports to demonstrate that when it comes to pricing of card payment services, Scandinavian banks with foreign operations will typically align themselves with the ‘pricing tradition’ in their foreign market(s). Unfortunately, a problem with Willesson's approach is that for several banks in his sample the foreign pricing tradition happens to coincide with the pricing strategy that the bank uses in its home market. As a result, it is impossible to determine whether these banks have really opted for a strategy of national responsiveness. Journal: The Service Industries Journal Pages: 1793-1798 Issue: 11 Volume: 31 Year: 2010 Month: 1 X-DOI: 10.1080/02642069.2010.503884 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503884 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1793-1798 Template-Type: ReDIF-Article 1.0 Author-Name: Magnus Willesson Author-X-Name-First: Magnus Author-X-Name-Last: Willesson Title: Reply to: pricing of card payment services in Scandinavian banking: a comment, by Leo Van Hove Abstract: A comment on the previously published paper ‘Pricing of card payment services in Scandinavian banking’ has been written by Leo Van Hove and published in this issue of <italic>The Service Industries Journal</italic>; it suggests alternative analytical approaches and other implications of the results. This reply develops the study further, providing new presentations of the empirical data and discussing its conclusions. The suggestions and approaches provided by Van Hove do not change the conclusions drawn in the paper, and in-depth implications of the results in a wider context are outside the scope of the paper. However, this reply proposes further empirical studies regarding the pricing of card payment services. Journal: The Service Industries Journal Pages: 1799-1807 Issue: 11 Volume: 31 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2011.540756 File-URL: http://hdl.handle.net/10.1080/02642069.2011.540756 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1799-1807 Template-Type: ReDIF-Article 1.0 Author-Name: Mihalis Giannakis Author-X-Name-First: Mihalis Author-X-Name-Last: Giannakis Title: Conceptualizing and managing service supply chains Abstract: The supply chain management (SCM) literature is dominated by studies in industrial markets and studies that deal with the supply chains of manufactured goods. This paper develops a framework for conceptualizing and managing the supply chains of services. The few studies that deal with services' supply chains either focus on a particular business service sector or they adopt an unvaried approach to the management of different service supply chains. The paper draws insights from the existing frameworks for SCM and takes into account the peculiar characteristics for the production and delivery of services across several service industries. Based on the analysis of several processes, areas of concern for supply chain managers are identified, and a research agenda for services SCM phenomena is proposed. Journal: The Service Industries Journal Pages: 1809-1823 Issue: 11 Volume: 31 Year: 2010 Month: 1 X-DOI: 10.1080/02642069.2010.503879 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1809-1823 Template-Type: ReDIF-Article 1.0 Author-Name: Youngjung Geum Author-X-Name-First: Youngjung Author-X-Name-Last: Geum Author-Name: Juneseuk Shin Author-X-Name-First: Juneseuk Author-X-Name-Last: Shin Author-Name: Yongtae Park Author-X-Name-First: Yongtae Author-X-Name-Last: Park Title: FMEA-based portfolio approach to service productivity improvement Abstract: The conceptual approach has contributed significantly to service productivity, but it should be complemented by practical deliverable methods. This paper proposes a systematic framework for improving service productivity by employing the failure mode and effect analysis-based portfolio approach. By structuring and decomposing a service into a set of sub-processes, failure and innovation modes are identified and evaluated using different constituents, such as the severity and occurrence of failure mode, and the impacts and feasibilities of innovation modes. Innovation and failure portfolios are constructed, clarifying the values of opportunities. To illustrate the function of the proposed approach, hospital service is used as an example. Journal: The Service Industries Journal Pages: 1825-1847 Issue: 11 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503876 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1825-1847 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Arias-Aranda Author-X-Name-First: Daniel Author-X-Name-Last: Arias-Aranda Author-Name: Oscar F. Bustinza Author-X-Name-First: Oscar F. Author-X-Name-Last: Bustinza Author-Name: Vanesa Barrales-Molina Author-X-Name-First: Vanesa Author-X-Name-Last: Barrales-Molina Title: Operations flexibility and outsourcing benefits: an empirical study in service firms Abstract: Outsourcing is a widely extended practice for many industries competing at the global level. Through outsourcing, firms are able to clearly define their core field of activities while transferring non-core activities to organizations enabled to perform them with higher degrees of efficiency. However, outsourcing is not exempted from some risks, especially those derived from process coordination, information sharing, or oportunistic behaviours. Operations flexibility can play a fundamental role in moderating these risks while increasing the benefits from outsourcing by decreasing the level of dependence on the outsourced activities. In this paper, a structural analysis is performed to analyse the relationship between operations flexibility and outsourcing benefits in service firms. Results show that higher levels of flexibility in the informations systems, markets, expansion, and personnel dimensions are directly related to higher outsourcing benefits. Journal: The Service Industries Journal Pages: 1849-1870 Issue: 11 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.503880 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503880 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1849-1870 Template-Type: ReDIF-Article 1.0 Author-Name: Wei Huang Author-X-Name-First: Wei Author-X-Name-Last: Huang Author-Name: Joseph C. Paradi Author-X-Name-First: Joseph C. Author-X-Name-Last: Paradi Title: Risk-adjusted efficiency of the insurance industry: evidence from China Abstract: In order to investigate the interrelationship between risk and efficiency, based on the multistage data envelopment analysis (DEA) model, this paper introduces a modified measure of risk-adjusted efficiency for the insurance industry in China from 1999 to 2006. By comparing the results from the traditional DEA model and multistage DEA model, it is evident that there are significant changes in the firms' efficiency scores and their related ranks. The results show that the efficiency scores of the insurance firms studied tend to be underestimated if the endogenous risk factors due to bad management are not considered. With the continued development of the insurance industry in China, the insurance firms' capacity to manage risk has shown to have a significant positive impact on the improvement of their efficiency. Further, the risk-adjusted efficiency advantage of non-state-owned enterprises over state-owned enterprises is not as significant as it is when using the unadjusted models. However, the efficiency gap between foreign and domestic insurance firms shows an increasing trend during the sample period. Journal: The Service Industries Journal Pages: 1871-1885 Issue: 11 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.503875 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503875 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1871-1885 Template-Type: ReDIF-Article 1.0 Author-Name: Chiang Ku Fan Author-X-Name-First: Chiang Ku Author-X-Name-Last: Fan Author-Name: Chen-Liang Cheng Author-X-Name-First: Chen-Liang Author-X-Name-Last: Cheng Title: An examination of key factors influencing bancassurance success -- Taiwan and mainland China evidence Abstract: The aims of this paper are first, a search for the key factors that influence bancassurance operation in Taiwan and mainland China; second, explore the weight of each key success (critical) factor (KSF); and third, identify performance gaps typically measured as performance minus KSFs. This study adopts the analytical hierarchy process to construct a framework of KSFs of bancassurance. Then, the importance--performance analysis is applied to identify the performance of each KSF for bancassurance. The findings mean that the strategy maker can identify the weakness and strength of their bancassurance strategy, and allocate their resources accordingly. Journal: The Service Industries Journal Pages: 1887-1902 Issue: 11 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.503888 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503888 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1887-1902 Template-Type: ReDIF-Article 1.0 Author-Name: Marta Peris-Ortiz Author-X-Name-First: Marta Author-X-Name-Last: Peris-Ortiz Author-Name: Manuel Rodenes Adam Author-X-Name-First: Manuel Rodenes Author-X-Name-Last: Adam Title: Editorial-Creativity and innovation Journal: The Service Industries Journal Pages: 1903-1905 Issue: 12 Volume: 31 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.561331 File-URL: http://hdl.handle.net/10.1080/02642069.2011.561331 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:1903-1905 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Lapiedra Author-X-Name-First: Rafael Author-X-Name-Last: Lapiedra Author-Name: Joaquin Alegre Author-X-Name-First: Joaquin Author-X-Name-Last: Alegre Author-Name: Ricardo Chiva Author-X-Name-First: Ricardo Author-X-Name-Last: Chiva Title: The importance of management innovation and consultant services on ERP implementation success Abstract: Enterprise resource planning (ERP) implementation has been an important activity for improving efficiency. However, an ERP system is a critical investment that can significantly affect future performance of a company. Many ERP projects report an unusually high failure rate. This study empirically investigates the involvement of management consultants in ERP implementation success. The results from our field survey of 134 ERP end-users in Spanish ceramic tile companies show that ERP implementation success significantly depends on the quality of consultant services. The results also indicate the importance of internal management throughout the learning process. Overall, these findings contribute to a better understanding of how, or under which organizational conditions, ERP should be implemented. Journal: The Service Industries Journal Pages: 1907-1919 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.556189 File-URL: http://hdl.handle.net/10.1080/02642069.2011.556189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:1907-1919 Template-Type: ReDIF-Article 1.0 Author-Name: David B. Audretsch Author-X-Name-First: David B. Author-X-Name-Last: Audretsch Author-Name: Clara Martínez-Fuentes Author-X-Name-First: Clara Author-X-Name-Last: Martínez-Fuentes Author-Name: Manuela Pardo-del-Val Author-X-Name-First: Manuela Author-X-Name-Last: Pardo-del-Val Title: Incremental innovation in services through continuous improvement Abstract: Employees contribute to the process of innovation through engaging in continuous improvement (CI) programmes such as individual suggestion systems or working teams. This article reviews the main features of CI, and examines the results derived from its implementation, what are the most common procedures and what problems arise during operation of these programmes. The empirical analysis shows how a high-tech service of a large public centenarian university faces the challenges of innovation through CI and how its organizational design variables generate a barrier to successful implementation. Journal: The Service Industries Journal Pages: 1921-1930 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.552977 File-URL: http://hdl.handle.net/10.1080/02642069.2011.552977 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:1921-1930 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Amadeo Fuenmayor Author-X-Name-First: Amadeo Author-X-Name-Last: Fuenmayor Author-Name: Sonia Dasí Author-X-Name-First: Sonia Author-X-Name-Last: Dasí Title: Innovation and creativity in the automobile industry: environmental proposals and initiatives Abstract: Environmental issues are demanding deep changes, both by governments as well as by the private sector through strategic management, across all sectors. This is particularly the case in the automotive services sector, where the need to reduce CO<sub>2</sub> emissions has become a central target. In this paper, the researchers seek to evaluate these innovative initiatives. For this purpose, the main tax measures are analysed as well as the strategies being developed by automobile companies in the context of the European Union in general and Spain in particular. It is found that different public policies and managerial initiatives are being used to achieve this goal. Journal: The Service Industries Journal Pages: 1931-1942 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.552976 File-URL: http://hdl.handle.net/10.1080/02642069.2011.552976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:1931-1942 Template-Type: ReDIF-Article 1.0 Author-Name: Helena Alves Author-X-Name-First: Helena Author-X-Name-Last: Alves Title: The measurement of perceived value in higher education: a unidimensional approach Abstract: Higher education institutions increasingly need to establish long-term relationships with their clients through the provision of high-value services. Hence, understanding how the provision of education is viewed by recipients along with the means to reliably measure perceived value are both fundamental. This paper deals with perceived value as a higher order construct making recourse to a unidimensional approach. The results indicate that the perceived value construct can be measured with a high degree of robustness when incorporating the trade-off between price and quality and a comparison with other alternatives. The results also show that image is an important influence on perceived value and that satisfaction is the main consequence. Journal: The Service Industries Journal Pages: 1943-1960 Issue: 12 Volume: 31 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2011.550042 File-URL: http://hdl.handle.net/10.1080/02642069.2011.550042 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:12:p:1943-1960 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Rocha-Goncalves Author-X-Name-First: Francisco Author-X-Name-Last: Rocha-Goncalves Author-Name: Vítor da Conceição Gonçalves Author-X-Name-First: Vítor da Conceição Author-X-Name-Last: Gonçalves Title: The role of the alliance management capability Abstract: This paper proposes that the frequently established association between alliances and performance can be further explained by the alliance management capability. It unfolds some relationships that are encapsulated in the simple link between the alliance-related construct and the performance measures. The research hypothesis formed a structural model and the results confirmed that the proposed moderating role for the alliance management capability is significant and that alliances are effectively used for growing and for innovating.The main outcomes are: (a) a discussion and a test of ‘what is’ the alliance management capability; (b) a better understanding of the reasons why alliances enhance performance, namely by leveraging growth and innovation. Journal: The Service Industries Journal Pages: 1961-1978 Issue: 12 Volume: 31 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2011.545882 File-URL: http://hdl.handle.net/10.1080/02642069.2011.545882 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:12:p:1961-1978 Template-Type: ReDIF-Article 1.0 Author-Name: Alejandro Mollá-Descals Author-X-Name-First: Alejandro Author-X-Name-Last: Mollá-Descals Author-Name: Marta Frasquet-Deltoro Author-X-Name-First: Marta Author-X-Name-Last: Frasquet-Deltoro Author-Name: Maria-Eugenia Ruiz-Molina Author-X-Name-First: Maria-Eugenia Author-X-Name-Last: Ruiz-Molina Title: Internationalization patterns in fashion retail distribution: implications for firm results Abstract: Fashion retailers have been intensively involved in internationalization processes, leading to an upsurge of some global fashion brands. Notwithstanding, internationalization processes may differ across retailers and also their results in their overseas ventures. This paper aims at shedding additional light on fashion retail internationalization, proposing two objectives: first, it aims at identifying several internationalization patterns in fashion retailing. Second, after identifying several retailer profiles, we test for significant differences in their financial results. With chi-square automatic interaction detection analysis, we identify four groups of retailers whose internationalization patterns, as well as their profits, cash flows and solvency ratios differ significantly. Therefore, internationalization does not always guarantee a good performance for fashion retailers. Journal: The Service Industries Journal Pages: 1979-1993 Issue: 12 Volume: 31 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2011.540754 File-URL: http://hdl.handle.net/10.1080/02642069.2011.540754 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:12:p:1979-1993 Template-Type: ReDIF-Article 1.0 Author-Name: M. Teresa Canet-Giner Author-X-Name-First: M. Author-X-Name-Last: Teresa Canet-Giner Author-Name: Francisco Balbastre-Benavent Author-X-Name-First: Francisco Author-X-Name-Last: Balbastre-Benavent Title: Rationality, participation and results: the case of the European excellence model in a Spanish services context Abstract: The study of the simultaneous effect of employee participation and rationality on organisational results by companies applying the EFQM Excellence Model has been scarcely developed in the literature. Trying to fill this gap, this paper empirically studies the relationship between participation and rationality with organisational results in a sample of Spanish firms applying this model. The case of service firms has been of utmost importance in this study. The study findings reveal that both rationality and participation are indirectly related to key organisational results, though this indirect effect is not present in the case of service firms. This paper encourages the use of the EFQM model as a driver of participation and rationality, which leads to an improvement in firm performance. Journal: The Service Industries Journal Pages: 1995-2017 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.556191 File-URL: http://hdl.handle.net/10.1080/02642069.2011.556191 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:1995-2017 Template-Type: ReDIF-Article 1.0 Author-Name: Alistair R. Anderson Author-X-Name-First: Alistair R. Author-X-Name-Last: Anderson Author-Name: María del Mar Benavides-Espinosa Author-X-Name-First: María del Mar Author-X-Name-Last: Benavides-Espinosa Author-Name: Antonia Mohedano-Suanes Author-X-Name-First: Antonia Author-X-Name-Last: Mohedano-Suanes Title: Innovation in services through learning in a joint venture Abstract: Innovation determines a firm's competitiveness and survival and a joint venture is a fast and effective way to acquire the missing knowledge that partners require to innovate, but ‘knowing how to cooperate’ can be a determining factor in achieving the successful transfer of knowledge. Employing a sample of 81 service-sector firms and using a structural equation modeling methodology, we found a positive and direct impact between the cooperative learning process and partners' commitment to innovation. Journal: The Service Industries Journal Pages: 2019-2032 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.558573 File-URL: http://hdl.handle.net/10.1080/02642069.2011.558573 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:2019-2032 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Chaves Author-X-Name-First: Rafael Author-X-Name-Last: Chaves Author-Name: Adoración Mozas Author-X-Name-First: Adoración Author-X-Name-Last: Mozas Author-Name: Raquel Puentes Author-X-Name-First: Raquel Author-X-Name-Last: Puentes Author-Name: Enrique Bernal Author-X-Name-First: Enrique Author-X-Name-Last: Bernal Title: E-corporate social responsibility in socially responsible firms: the case of Spanish firms Abstract: The design and the content of a website that is positively valued by the firm's stakeholders can become a source of competitive advantage. In recent years, information on the extent to which the firm undertakes its social responsibility and environmental protection efforts is gaining increasing interest among the agents with whom it interacts. The aim of this paper is to analyse e-corporate social responsibility in firms listed in the socially responsible investment index FTSE4Good Ibex, focusing on the type of information concerning the corporate social responsibility, which this type of firms provides via their websites. Journal: The Service Industries Journal Pages: 2033-2050 Issue: 12 Volume: 31 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2011.545880 File-URL: http://hdl.handle.net/10.1080/02642069.2011.545880 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:12:p:2033-2050 Template-Type: ReDIF-Article 1.0 Author-Name: Juan A. Marin-García Author-X-Name-First: Juan A. Author-X-Name-Last: Marin-García Author-Name: Tomas Bonavia Author-X-Name-First: Tomas Author-X-Name-Last: Bonavia Author-Name: Josep Maria Losilla Author-X-Name-First: Josep Maria Author-X-Name-Last: Losilla Title: Exploring working conditions as determinants of job satisfaction: an empirical test among Catalonia service workers Abstract: Job satisfaction is particularly important in the service industries since it involves direct contact with customers and thus has a direct influence on company performance. This paper analyses the impact of 10 working conditions on job satisfaction by means of structural equation modeling in a representative stratified random sample of 1553 service sector employees in Catalonia, Spain. Significant effects in social aspects (recognition of a job well done and social support) were found, followed by psychological loads (emotional demands and job insecurity) and by task contents (development and meaning, and predictability). These variables explained 50% of the variance in job satisfaction. Journal: The Service Industries Journal Pages: 2051-2066 Issue: 12 Volume: 31 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559226 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559226 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:12:p:2051-2066 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 2067-2069 Issue: 13 Volume: 31 Year: 2011 Month: 10 X-DOI: 10.1080/02642069.2011.590397 File-URL: http://hdl.handle.net/10.1080/02642069.2011.590397 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:13:p:2067-2069 Template-Type: ReDIF-Article 1.0 Author-Name: Tor Helge Aas Author-X-Name-First: Tor Helge Author-X-Name-Last: Aas Author-Name: Per Egil Pedersen Author-X-Name-First: Per Egil Author-X-Name-Last: Pedersen Title: The impact of service innovation on firm-level financial performance Abstract: This article empirically investigates if firms focusing on service innovation perform better financially than firms not focusing on service innovation. Analysis of the financial performance of 3575 Norwegian firms in the manufacturing industries supports the proposition that firms focusing on service innovation have significantly higher growth of operating results than firms not focusing on service innovation. However, this proposition is not supported in a corresponding analysis of 1132 Norwegian firms in the service industries. We elaborate on these results by investigating a variety of performance measures and by comparing the effects of service innovation between manufacturing and service industries. The article contributes to the service innovation measurement literature and to a better general understanding of the determinants of service innovation performance effects. Journal: The Service Industries Journal Pages: 2071-2090 Issue: 13 Volume: 31 Year: 2010 Month: 2 X-DOI: 10.1080/02642069.2010.503883 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503883 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2071-2090 Template-Type: ReDIF-Article 1.0 Author-Name: John Barry Howcroft Author-X-Name-First: John Barry Author-X-Name-Last: Howcroft Author-Name: Rehan ul-Haq Author-X-Name-First: Rehan Author-X-Name-Last: ul-Haq Author-Name: Chris Carr Author-X-Name-First: Chris Author-X-Name-Last: Carr Title: An examination of cross-border strategies in banking Abstract: The paper examines the process of bank internationalisation and explores how banks become international organisations and what this involves. It also makes an assessment of the significance of their international operations and determines whether banks are truly global organisations. The empirical data are based on the 60 largest banks in the world and content analysis is used to categorise the information into the eight international strategies of Atamer, Calori, Gustavsson, and Menguzzato-Boulard [Internationalisation strategies. In R. Calori, T. Atamer, & P. Nunes (Eds.), <italic>The dynamics of international competition -- from practice to theory, strategy series</italic> (pp. 162--206). London: Sage (2000)] and Bryan, Fraser, Oppenheim, and Rall [<italic>Race for the World strategies to build a great global firm</italic>. Boston, MA: Harvard Business School Press (1999)]. The findings suggest that the majority of banks focus on countries or geographic regions in which they have some sort of cultural or economic affinity. Moreover, apart from a relatively small number of very large banks, they are international rather than truly global organisations. Journal: The Service Industries Journal Pages: 2091-2109 Issue: 13 Volume: 31 Year: 2010 Month: 6 X-DOI: 10.1080/02642069.2010.504815 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504815 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2091-2109 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Nan Chen Author-X-Name-First: Chun-Nan Author-X-Name-Last: Chen Author-Name: Ming-Yuan Leon Li Author-X-Name-First: Ming-Yuan Leon Author-X-Name-Last: Li Author-Name: Yi Chou Author-X-Name-First: Yi Author-X-Name-Last: Chou Author-Name: Li-Ling Chen Author-X-Name-First: Li-Ling Author-X-Name-Last: Chen Author-Name: Wan-Ru Liou Author-X-Name-First: Wan-Ru Author-X-Name-Last: Liou Title: Are large banks less risky? Abstract: This study decomposes the unconditional stock return volatility into two categories: systematic versus idiosyncratic risk, to re-examine the link between size and risk in the banking industry. The feasibility of the model is tested using data for US banks from 1998 to 2007. The evidence uncovered suggests that the practice of size-related diversification obtained with large banks reduces the firm-specific risk, and thus weakens stock return variances. However, rather than eliminating firm-specific risk, it is being transformed into systematic risk. Additionally, our empirical findings can potentially explain why a bank's size-related diversification does <italic>not</italic> result in a reduction in its unconditional stock return volatility reported in Demsetz and Straha [Historical patterns and recent changes in the relationship between bank size and risk. <italic>Federal Reserve Bank of New York Economic Policy Review</italic>, <italic>1</italic>(2), 13--26 (1995); Diversification, size, and risk at bank holding companies. <italic>Journal of Money, Credit, and Banking</italic>, <italic>29</italic>, 300--313 (1997)]. Journal: The Service Industries Journal Pages: 2111-2116 Issue: 13 Volume: 31 Year: 2010 Month: 3 X-DOI: 10.1080/02642069.2010.503877 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2111-2116 Template-Type: ReDIF-Article 1.0 Author-Name: Mariani Abdul-Majid Author-X-Name-First: Mariani Author-X-Name-Last: Abdul-Majid Author-Name: David S. Saal Author-X-Name-First: David S. Author-X-Name-Last: Saal Author-Name: Giuliana Battisti Author-X-Name-First: Giuliana Author-X-Name-Last: Battisti Title: Efficiency and total factor productivity change of Malaysian commercial banks Abstract: This paper analyses the efficiency of Malaysian commercial banks between 1996 and 2002 and finds that while the East Asian financial crisis caused a short-term increase in efficiency in 1998 primarily due to cost-cutting, increases in non-performing loans after the crisis caused a more sustained decline in bank efficiency. It is also found that mergers, fully Islamic banks, and conventional banks operating Islamic banking windows are all associated with lower efficiency. The paper estimates suggest mild decreasing returns to scale, and an average productivity change of 2.37% that is primarily attributable to technical change, which has nonetheless declined over time. Finally, while Islamic banks have been moderately successful in developing new products and technologies, the results suggest that the potential for Islamic banks to overcome their relative inefficiency is limited. Journal: The Service Industries Journal Pages: 2117-2143 Issue: 13 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503882 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503882 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2117-2143 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Author-Name: Chin-Wei Huang Author-X-Name-First: Chin-Wei Author-X-Name-Last: Huang Title: Evaluating the optimal occupancy rate, operational efficiency, and profitability efficiency of Taiwan's international tourist hotels Abstract: This study uses the data envelopment analysis model to measure the optimal occupancy rate, operational, and profitability efficiency of Taiwan's international tourist hotels in a single implementation. The efficiencies calculated show that a high performance in operational efficiency does not necessarily ensure high profitability. Through optimal occupancy rate analysis, this study shows that increasing sales is not the best way to improve performance. For some hotels, it is actually better to decrease the occupancy rate in order to improve operational and profitability efficiencies. Additionally, evidence is presented that shows that inconsistent occupancy rate targets can be remedied through an empirical model. Journal: The Service Industries Journal Pages: 2145-2162 Issue: 13 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503889 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503889 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2145-2162 Template-Type: ReDIF-Article 1.0 Author-Name: Margaret Meiling Luo Author-X-Name-First: Margaret Meiling Author-X-Name-Last: Luo Author-Name: Ja-Shen Chen Author-X-Name-First: Ja-Shen Author-X-Name-Last: Chen Author-Name: Russell K.H. Ching Author-X-Name-First: Russell K.H. Author-X-Name-Last: Ching Author-Name: Chu-Chi Liu Author-X-Name-First: Chu-Chi Author-X-Name-Last: Liu Title: An examination of the effects of virtual experiential marketing on online customer intentions and loyalty Abstract: This study examines the relationship between five virtual experiential marketing (VEM) elements (sense, interaction, pleasure, flow, community relationship) and customer browse and purchase intentions and loyalty and the moderating effects between the VEM elements and customer intentions. To test the proposed model, a survey was conducted of customers who frequently visited two online games stores to simulate online shopping and experiential marketing. The results suggest that a business engaged in VEM should focus its web atmospherics on leveraging three of the VEM elements and facilitating the price and convenience motives of consumers to create an emotional attachment to browsing. Journal: The Service Industries Journal Pages: 2163-2191 Issue: 13 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503885 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503885 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2163-2191 Template-Type: ReDIF-Article 1.0 Author-Name: Mazin A.M. Al Janabi Author-X-Name-First: Mazin A.M. Author-X-Name-Last: Al Janabi Title: A generalized theoretical modelling approach for the assessment of economic-capital under asset market liquidity risk constraints Abstract: This paper proposes a concrete theoretical foundation and a new modelling framework that attempts to tackle the issue of market/liquidity risk and economic-capital estimation at a portfolio level by combining two mutual asset market/liquidity risk models. In essence, this study extends research literature related to the assessment of the asset market/liquidity risk by providing a generalized theoretical modelling underpinning that handle, from the same perspective, market and liquidity risks jointly and integrate both risks into a portfolio setting without a commensurate increase of statistical postulations. As such, we argue that market and liquidity risk components are correlated in most cases and can be integrated into one single market/liquidity framework that consists of two interrelated sub-components. The first component is attributed to the impact of adverse price movements and is modelled based on the concept of liquidity-adjusted value-at-risk framework, while the second component focuses on the risk of variation in transactions costs due to the bid-ask spreads and it attempts to measure the likelihood that it will cost more than expected to liquidate the asset position. As such, the model comprises a new approach to contemplating the impact of time-varying volatility of the bid-ask spread and its upshot on the overall asset market/liquidity risk. The modelling framework can be constructive for financial service industries in emerging-economies and particularly in reinforcing rational economic-capital allocation in light of the aftermaths of the sub-prime financial crisis. Journal: The Service Industries Journal Pages: 2193-2221 Issue: 13 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503878 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503878 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2193-2221 Template-Type: ReDIF-Article 1.0 Author-Name: Po-Yen Lee Author-X-Name-First: Po-Yen Author-X-Name-Last: Lee Author-Name: Hung-Hsin Chen Author-X-Name-First: Hung-Hsin Author-X-Name-Last: Chen Author-Name: Yi-Hwan Shyr Author-X-Name-First: Yi-Hwan Author-X-Name-Last: Shyr Title: Driving dynamic knowledge articulation and dynamic capabilities development of service alliance firms Abstract: By investigating drivers of dynamic learning in service alliance firms, this empirical study demonstrates the locus of dynamic knowledge articulation (DKA) and dynamic capabilities (DCs) development. This study uses a sample of 363 service alliance firms to test the distinctive role of drivers of dynamic learning in DKA and DC development. The results show that manager integration powers, external linkages, codification of experience, and ambiguity have positive effects on DKA. Moreover, DKA has a strong positive influence on DC development. This study contributes to the literature by focusing on DKA and DC development from the perspective of processes, structure, and DCs of service alliance firms. Journal: The Service Industries Journal Pages: 2223-2242 Issue: 13 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504820 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504820 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2223-2242 Template-Type: ReDIF-Article 1.0 Author-Name: Taegoo (Terry) Kim Author-X-Name-First: Taegoo (Terry) Author-X-Name-Last: Kim Author-Name: Joanne Jung-Eun Yoo Author-X-Name-First: Joanne Jung-Eun Author-X-Name-Last: Yoo Author-Name: Gyehee Lee Author-X-Name-First: Gyehee Author-X-Name-Last: Lee Title: The HOINCAP scale: measuring intellectual capital in the hotel industry Abstract: Intellectual capital (INCAP) emerged as a topic worthy of academic and practical investigations in the early 1990s while the research and practice of INCAP has not been popular in the hotel industry until recently. Very few measurement frameworks specified the value of INCAP in the hospitality literature. The purpose of this study is to develop a measurement scale (named hereafter the HOINCAP scale) to identify the dimensions and sub-dimensions of INCAP in the hotel industry. The three dimensions of HOINCAP -- human, organizational, and customer capital -- were verified through a second-order factor model composed of four, five, and six sub-dimensions. The HOINCAP scale shows strong evidence of reliability, convergent, discriminant, and nomological validity. The implications of the scale are discussed for future research and INCAP management in the hotel industry. Journal: The Service Industries Journal Pages: 2243-2272 Issue: 13 Volume: 31 Year: 2010 Month: 6 X-DOI: 10.1080/02642069.2010.504817 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504817 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2243-2272 Template-Type: ReDIF-Article 1.0 Author-Name: Hyunjoo Im Author-X-Name-First: Hyunjoo Author-X-Name-Last: Im Author-Name: Sejin Ha Author-X-Name-First: Sejin Author-X-Name-Last: Ha Title: An exploration of the cognitive-affective model of satisfaction in a shopping context: A test of competing models Abstract: The objective of this study is to develop a model of satisfaction in a retail shopping context, integrating the stimuli (S)-organism (O)-response (R) paradigm and satisfaction model. The study proposed two alternative models of satisfaction, which suggest that (1) satisfaction is created by emotional reaction to the mall and disconfirmation of the expectation separately (affect independent model) or (2) satisfaction comes from the emotions generated by disconfirmation of the expectation of the mall (affect-mediating model). The results support the affect independent model. Two retail attribute factors -- Ambient and Variety -- have direct influences on both affective and cognitive responses. Journal: The Service Industries Journal Pages: 2273-2288 Issue: 13 Volume: 31 Year: 2010 Month: 6 X-DOI: 10.1080/02642069.2010.504983 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504983 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:13:p:2273-2288 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 2289-2291 Issue: 14 Volume: 31 Year: 2011 Month: 11 X-DOI: 10.1080/02642069.2011.595922 File-URL: http://hdl.handle.net/10.1080/02642069.2011.595922 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:14:p:2289-2291 Template-Type: ReDIF-Article 1.0 Author-Name: Heidi Hanssens Author-X-Name-First: Heidi Author-X-Name-Last: Hanssens Author-Name: Ben Derudder Author-X-Name-First: Ben Author-X-Name-Last: Derudder Author-Name: Peter J. Taylor Author-X-Name-First: Peter J. Author-X-Name-Last: Taylor Author-Name: Michael Hoyler Author-X-Name-First: Michael Author-X-Name-Last: Hoyler Author-Name: Pengfei Ni Author-X-Name-First: Pengfei Author-X-Name-Last: Ni Author-Name: Jin Huang Author-X-Name-First: Jin Author-X-Name-Last: Huang Author-Name: Xiaolan Yang Author-X-Name-First: Xiaolan Author-X-Name-Last: Yang Author-Name: Frank Witlox Author-X-Name-First: Frank Author-X-Name-Last: Witlox Title: The changing geography of globalized service provision, 2000--2008 Abstract: This empirical paper maps changes in the global geography of advanced producer service provision across major cities in the 2000--2008 period. The analyses are based on a systematic assessment of geographical shifts in the office networks of leading firms in finance, management consultancy, accountancy, advertising and law, using measures of inter-city connectivity. It has been previously shown that there has been a general shift of these services from ‘West to East’. In this paper, variations in the degree and pattern of this global shift among the different sectors are described and interpreted. The results point to an inherent complexity in economic globalization that is sometimes overlooked in general descriptions of the meta-process. Journal: The Service Industries Journal Pages: 2293-2307 Issue: 14 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.503887 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503887 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2293-2307 Template-Type: ReDIF-Article 1.0 Author-Name: Caglar S. Aksezer Author-X-Name-First: Caglar S. Author-X-Name-Last: Aksezer Title: Reliability evaluation of healthcare services by assessing the technical efficiency Abstract: Classical reliability analysis techniques of manufacturing and defence industries are not a perfect fit for the assessment of the reliability of services. This is partly due to the lack of proper and valid reliability testing procedures in service systems and complications faced in identifying critical service parameters. Since most prominent performance indicators of a system can be associated with the maximum overall reliability it achieves, then factors that degrade the reliability can be identified with respect to its superior peers. This study utilizes the data envelopment analysis for the evaluation of reliability in service systems with a focus on healthcare. This approach comparably evaluates the performance of a service provider over a period of time by means of failure rates and identifies the factors affecting unreliable time phases. Application of the proposed method is illustrated with a private Turkish hospital along with an example of failure mode and effect analysis for inpatient treatment. Journal: The Service Industries Journal Pages: 2309-2319 Issue: 14 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503881 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503881 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2309-2319 Template-Type: ReDIF-Article 1.0 Author-Name: Rosa M. Hernández-Maestro Author-X-Name-First: Rosa M. Author-X-Name-Last: Hernández-Maestro Author-Name: Óscar González-Benito Author-X-Name-First: Óscar Author-X-Name-Last: González-Benito Title: Objective quality and business performance in service environments: moderating effects of entrepreneurs' knowledge and involvement Abstract: This study considers two main research issues: the relationship between objective quality and business performance and the moderating role of an entrepreneur's knowledge (education and experience) and involvement (exclusiveness in professional dedication) in that relationship. A sample of 103 rural tourism entrepreneurs in Spain serves as the study setting. Results indicate the positive influence of an establishment's quality on performance. Moreover, both knowledge and involvement have direct effects on performance, but involvement influences performance to a greater extent and even reaches profits. Positive moderating effects of experience and exclusiveness also emerge, as does an unexpected negative moderating effect of education. Journal: The Service Industries Journal Pages: 2321-2354 Issue: 14 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504816 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504816 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2321-2354 Template-Type: ReDIF-Article 1.0 Author-Name: Ruo Yong Zhang Author-X-Name-First: Ruo Yong Author-X-Name-Last: Zhang Author-Name: Xin Mei Liu Author-X-Name-First: Xin Mei Author-X-Name-Last: Liu Author-Name: Hai Zhen Wang Author-X-Name-First: Hai Zhen Author-X-Name-Last: Wang Author-Name: Li Shen Author-X-Name-First: Li Author-X-Name-Last: Shen Title: Service climate and employee service performance: exploring the moderating role of job stress and organizational identification Abstract: Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate--performance relationship. Journal: The Service Industries Journal Pages: 2355-2372 Issue: 14 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.503873 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503873 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2355-2372 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin-Pin Fu Author-X-Name-First: Hsin-Pin Author-X-Name-Last: Fu Author-Name: Kuo-Kuang Chu Author-X-Name-First: Kuo-Kuang Author-X-Name-Last: Chu Author-Name: Pei Chao Author-X-Name-First: Pei Author-X-Name-Last: Chao Author-Name: Hung-Hsuan Lee Author-X-Name-First: Hung-Hsuan Author-X-Name-Last: Lee Author-Name: Yen-Chun Liao Author-X-Name-First: Yen-Chun Author-X-Name-Last: Liao Title: Using fuzzy AHP and VIKOR for benchmarking analysis in the hotel industry Abstract: The present study is believed to be the first to apply the VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) methodology to perform a benchmarking analysis in the hotel industry. This study used VIKOR to measure the performance of 26 international hotels to identify the benchmarking enterprise and to analyse strategies for performing a benchmark. During the calculation procedure, the fuzzy analytic hierarchy process (AHP) was applied to calculate the weights of the individual performance criteria using expert feedback. The findings suggest that the VIKOR technique integrating fuzzy AHP can be utilized to overcome the small shortcomings of stochastic frontier analysis and data envelopment analysis and that the technique is a feasible tool for benchmarking analysis. Journal: The Service Industries Journal Pages: 2373-2389 Issue: 14 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503874 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503874 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2373-2389 Template-Type: ReDIF-Article 1.0 Author-Name: Tarikere T. Niranjan Author-X-Name-First: Tarikere T. Author-X-Name-Last: Niranjan Author-Name: Miles Weaver Author-X-Name-First: Miles Author-X-Name-Last: Weaver Title: A unifying view of goods and services supply chain management Abstract: Ambiguities in the constructs that are the building blocks of research may have hindered advancement of service operations knowledge/research. To alleviate this situation, the authors identify similarities and differences between goods and services to inform a view of constructs (e.g. inventory, capacity, and Bullwhip effect) that are equivalent and are of relevance to both sectors. A unifying paradigm that allows transference of ideas across the two broad sectors is proposed and illustrated with case studies. Journal: The Service Industries Journal Pages: 2391-2410 Issue: 14 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504821 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504821 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2391-2410 Template-Type: ReDIF-Article 1.0 Author-Name: SooCheong (Shawn) Jang Author-X-Name-First: SooCheong (Shawn) Author-X-Name-Last: Jang Author-Name: Kyuwan Choi Author-X-Name-First: Kyuwan Author-X-Name-Last: Choi Author-Name: Kyuseok Lee Author-X-Name-First: Kyuseok Author-X-Name-Last: Lee Title: External shocks and efficiency changes in the US airline industry Abstract: The US airline industry has experienced severe turbulence during the recent decade. The September 11 terrorist attack (9/11) was the greatest shock at the beginning of the 2000s. Recently, the dramatic increase in fuel costs emerged as another shock to the industry. To understand the effects of these two major events, this study investigated the cross-sectional efficiency of the US airline industry and its changes using the data envelopment analysis technique. The primary findings suggest that 9/11 affected the network carriers (NCs) more severely than the low-cost carriers (LCCs), while fuel costs more seriously influenced the LCCs than the NCs. Journal: The Service Industries Journal Pages: 2411-2435 Issue: 14 Volume: 31 Year: 2010 Month: 5 X-DOI: 10.1080/02642069.2010.504819 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504819 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2411-2435 Template-Type: ReDIF-Article 1.0 Author-Name: Chi-Cheng Lee Author-X-Name-First: Chi-Cheng Author-X-Name-Last: Lee Author-Name: Fu-Sheng Tsai Author-X-Name-First: Fu-Sheng Author-X-Name-Last: Tsai Author-Name: Lian Chun Lee Author-X-Name-First: Lian Chun Author-X-Name-Last: Lee Title: Parent control mechanisms, knowledge attributes, knowledge acquisition and performance of IJVs in Taiwan service industries Abstract: The study explores parent companies' use of control mechanisms in their international joint venture (IJV), IJV knowledge acquisition and IJVs' performance. Traditionally, control mechanisms are criticized for potentially limiting autonomous learning. However, we propose that knowledge-oriented control mechanisms used by the parent company on its subsidiaries could facilitate knowledge acquisition and learning. This study takes samples from 104 Sino-foreign joint ventures in service industries in Taiwan. The results of the study indicate that in IJV, parent companies require a ‘personnel training’ control mechanism as a guide for gaining codified knowledge from foreign partners. MNCs should apply ‘culture’ and ‘performance’ control mechanisms to gain non-codified knowledge. In turn, the tacit knowledge of IJV results in a better economic, competency-based performance, while explicit knowledge more significantly influences the synthetic performance. Journal: The Service Industries Journal Pages: 2437-2453 Issue: 14 Volume: 31 Year: 2010 Month: 4 X-DOI: 10.1080/02642069.2010.503886 File-URL: http://hdl.handle.net/10.1080/02642069.2010.503886 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2437-2453 Template-Type: ReDIF-Article 1.0 Author-Name: Mukesh Kumar Author-X-Name-First: Mukesh Author-X-Name-Last: Kumar Author-Name: Charles Vincent Author-X-Name-First: Charles Author-X-Name-Last: Vincent Title: Benchmarking Indian banks using DEA in post-reform period: a progressive time-weighted mean approach Abstract: The ranking of banks based on single period data could mislead the management as well as customers, as many one-time influences may wrongly portray banks with lasting strategy. This study uses data envelopment analysis (DEA) models to rank Indian banks based on their performance over 13 years of post-reform period by using the progressive time-weighted means of variable benchmarking super-efficiency scores. Furthermore, the relative performances of these banks are evaluated against the ‘best practice’ bank by using the fixed benchmarking DEA model. The results show no statistical evidence of dominance of either public sector banks over private sector banks or vice-versa when their efficiencies are evaluated with the common frontier. However, the variations in efficiency across the public sector banks are comparatively less as compared with private sector banks. The efficiency based on the ownership frontier further supports our argument that the public sector banks are relatively more consistent in their performance over the years as well as across the banks. The results show a huge difference in the ranking of some of the banks when the usual method of ranking is compared with progressive time-weighted mean approach, where the performance of the banks over the years is taken into account. Journal: The Service Industries Journal Pages: 2455-2485 Issue: 14 Volume: 31 Year: 2010 Month: 6 X-DOI: 10.1080/02642069.2010.504818 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504818 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2455-2485 Template-Type: ReDIF-Article 1.0 Author-Name: Uchenna Paschal Anosike Author-X-Name-First: Uchenna Paschal Author-X-Name-Last: Anosike Author-Name: Riyad Eid Author-X-Name-First: Riyad Author-X-Name-Last: Eid Title: Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study Abstract: The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance. Journal: The Service Industries Journal Pages: 2487-2505 Issue: 14 Volume: 31 Year: 2010 Month: 6 X-DOI: 10.1080/02642069.2010.504822 File-URL: http://hdl.handle.net/10.1080/02642069.2010.504822 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2487-2505 Template-Type: ReDIF-Article 1.0 Author-Name: Victoria K. Wells Author-X-Name-First: Victoria K. Author-X-Name-Last: Wells Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Title: Special issue: Consumer behaviour analysis and services Journal: The Service Industries Journal Pages: 2507-2513 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531122 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531122 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2507-2513 Template-Type: ReDIF-Article 1.0 Author-Name: Sarah Hong Xiao Author-X-Name-First: Sarah Hong Author-X-Name-Last: Xiao Author-Name: Michael Nicholson Author-X-Name-First: Michael Author-X-Name-Last: Nicholson Title: Mapping impulse buying: a behaviour analysis framework for services marketing and consumer research Abstract: A deep understanding of how consumers engage in impulse buying (IB) would be extremely valuable to service providers when attempting to develop marketing strategies and messages that will effectively influence consumer purchasing. By systematically reviewing current research on impulsivity among a range of disciplines, the consumer behaviour analysis (CBA) framework is proposed as an integrative platform to synthesise existing empirical work in this field. The paper makes several contributions: it organises a currently disjointed field of IB research, connects consumer and marketing research to high-level theorisation of impulsive buying behaviour across three broad disciplines; it is the first to propose that CBA is a potential platform to integrate existing studies in the area, and it seeks to outline specific avenues for future research in this area. Journal: The Service Industries Journal Pages: 2515-2528 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531123 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531123 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2515-2528 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Nicholson Author-X-Name-First: Michael Author-X-Name-Last: Nicholson Author-Name: Sarah Hong Xiao Author-X-Name-First: Sarah Hong Author-X-Name-Last: Xiao Title: Consumer behaviour analysis and social marketing practice Abstract: From encouraging recycling to promoting ‘safe sex’, social marketing seeks to encourage changes in behaviour that benefit the individual, community, and society at large. To date, however, the discipline has generally been regarded as conceptually weak, relying upon the application of standard marketing management techniques at the expense of any substantive engagement with behavioural change theory. In an attempt to address this apparent gap in understanding, this paper explores the potential of consumer behaviour analysis as a possible theoretical basis for a more robust approach to social marketing practice, taking the behavioural perspective model (BPM) as its elected explanatory framework. Following the introduction of the key elements of the model and their rationale, the paper proceeds to apply the BPM to the interpretation of three broad areas of behavioural intervention: public health, environmental conservation, and neighbourhood crime. On the basis of the interpretive analysis developed, the authors draw some tentative conclusions as to the viability of an ecological approach to social marketing outlining potential directions for future research applying the BPM explanatory framework. Journal: The Service Industries Journal Pages: 2529-2542 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531124 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531124 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2529-2542 Template-Type: ReDIF-Article 1.0 Author-Name: Valdimar Sigurdsson Author-X-Name-First: Valdimar Author-X-Name-Last: Sigurdsson Author-Name: Nils Magne Larsen Author-X-Name-First: Nils Magne Author-X-Name-Last: Larsen Author-Name: Didrik Gunnarsson Author-X-Name-First: Didrik Author-X-Name-Last: Gunnarsson Title: The behavioural economics of neutral and upward sloping demand curves in retailing Abstract: Prior research on pricing in behavioural economics in closed settings has traditionally delivered positive decelerating demand curves. In consumer behaviour analysis, the effects of price on consumer choice has been analysed with both panel data and in-store experiments. These studies have not only found downward sloping demand curves, but also neutral and upward sloping curves. The purpose of the current research was to try to detect these kinds of neutral or upward sloping demand curves in retailing and analyse the effects of in-store price manipulations on sales to try to scrutinise these anomalies further. The effects of the price interventions were inferred by scanner data from convenience stores, supermarkets and discount stores. The stores belonged to Icelandic and Norwegian retailers. Despite rather intensive price variations, the results confirm either a steady state or even a subtle upward sloping demand curve for all product categories tested. In line with the behavioural perspective model of consumer choice, the findings support a distinction between closed and open settings regarding the effects of price on consumption. The current research shows that the neutral or upward sloping demand curves cannot be attributed to the level of analysis, product or brand selection, type of store, methodological differences or to the data analysis. This behavioural phenomenon in open settings is necessary to study further. This is particularly important for retail executives as it is crucial to know which brand and category sales are inelastic or even upward sloping. Journal: The Service Industries Journal Pages: 2543-2558 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531127 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531127 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2543-2558 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Barreiros Porto Author-X-Name-First: Rafael Barreiros Author-X-Name-Last: Porto Author-Name: Jorge Mendes de Oliveira-Castro Author-X-Name-First: Jorge Mendes de Author-X-Name-Last: Oliveira-Castro Author-Name: Diogo Conque Seco-Ferreira Author-X-Name-First: Diogo Conque Author-X-Name-Last: Seco-Ferreira Title: What consumers say and do: planned and actual amounts bought in relation to brand benefits Abstract: The present study investigates whether consumers purchase the amount they plan to buy, considering the levels of informational and utilitarian benefits of the brands. The design was a natural experiment between subjects. A questionnaire was applied to 1016 consumers who entered a large retail store. At the exit, their purchases were examined. Probit regressions of amount bought as a function of amount planned, including brands' benefit levels as factors, showed a significant interaction effect. They demonstrated that consumers buy more units of brands with low benefits than with high benefits when they plan to buy above the average of other consumers. Journal: The Service Industries Journal Pages: 2559-2570 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.529607 File-URL: http://hdl.handle.net/10.1080/02642069.2011.529607 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2559-2570 Template-Type: ReDIF-Article 1.0 Author-Name: Diogo Conque Seco Ferreira Author-X-Name-First: Diogo Conque Seco Author-X-Name-Last: Ferreira Author-Name: Jorge Mendes Oliveira-Castro Author-X-Name-First: Jorge Mendes Author-X-Name-Last: Oliveira-Castro Title: Effects of background music on consumer behaviour: behavioural account of the consumer setting Abstract: Consumer atmospherics is a research area that investigates the effects of specific environment characteristics on consumer behaviour. The behavioural perspective model was proposed as a behavioural account of consumer settings. The purpose of this research was to present a method for investigating an atmospheric variable in a consumer setting. The quality of background music of a mall was manipulated, observing its effects on consumer behaviour in two stores. Results showed that in the higher quality condition, there was an increase in cash flow and in verbal reports of pleasure and a decrease in conversion rates. The interpretation of these results as a motivational operation is proposed. The results point to further investigation of scenario features related to reinforcement contingencies and their effects on consumer behaviour. Journal: The Service Industries Journal Pages: 2571-2585 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531125 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531125 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2571-2585 Template-Type: ReDIF-Article 1.0 Author-Name: Valdimar Sigurdsson Author-X-Name-First: Valdimar Author-X-Name-Last: Sigurdsson Author-Name: Nils Magne Larsen Author-X-Name-First: Nils Magne Author-X-Name-Last: Larsen Author-Name: Didrik Gunnarsson Author-X-Name-First: Didrik Author-X-Name-Last: Gunnarsson Title: An in-store experimental analysis of consumers' selection of fruits and vegetables Abstract: Although there is general agreement on the health benefits of eating fruits and vegetables (F&V), consumers still do not eat enough. Numerous interventions and government guidelines have been undertaken to promote consumption, but with somewhat misfiring results. Research has identified diverse barriers to increased F&V consumption, which include the retail environment -- such as location of F&V within the store compared with the positioning of sweets, availability, nutrition information, and price. We performed a repeated-measures in-store experiment to investigate the effects of F&V placements on consumers' buying behaviour. The in-store experiment manipulated placements of bananas in three ways. The first intervention consisted of placing bananas at the checkout instead of traditional sugar products, the second involved placing the bananas on the sweet shelf in the stores, and the third involved a small marketing mix of the first two interventions in addition to a relevant advertisement in the stores. To enrich the explanatory system, a consumer survey and an in-store observational study was also conducted. The results from the survey showed that consumers had very positive attitudes towards F&V consumption and intended to buy more. In-store interventions were also deemed to be important and necessary by most consumers in the survey. However, in spite of this, the results from the in-store experiment deviated substantially from the outcome of the survey in a way that it was unsuccessful in changing consumers' buying behaviour of bananas in the stores. These results can be viewed through the lenses of the behavioural perspective model of consumer choice and the primrose path theory. Journal: The Service Industries Journal Pages: 2587-2602 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531126 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531126 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2587-2602 Template-Type: ReDIF-Article 1.0 Author-Name: Asle Fagerstrøm Author-X-Name-First: Asle Author-X-Name-Last: Fagerstrøm Author-Name: Erik Arntzen Author-X-Name-First: Erik Author-X-Name-Last: Arntzen Author-Name: Gordon R. Foxall Author-X-Name-First: Gordon R. Author-X-Name-Last: Foxall Title: A study of preferences in a simulated online shopping experiment Abstract: The current study seeks to expand understanding of how brand loyalty develops by arranging environmental contingencies in online stores. A simulated online shopping experiment was prepared where participants purchase products (116 in all) from two different online stores. A concurrent reinforcement schedule was arranged for two groups of 20 participants. Free shipment was presumed to reinforce purchase behaviour. For the first group, the concurrent schedule was a VR4/VR8 arrangement for choices between two online stores. The researchers wanted to replicate this with different VR values and the second group was exposed to a VR4/VR16 arrangement for choice between two online stores. The results showed that the preference of 13 out of the 40 participants was not under the control of the experimenter-defined contingencies. For the remaining 27 participants, it was found that 18 showed preferences according to the experimenter-defined contingencies. In the first phase of the experiment, there was more variability, switching between the alternatives, than in the maintenance phase. In addition, average choice time decreased as a function of number of trials. Journal: The Service Industries Journal Pages: 2603-2615 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.531121 File-URL: http://hdl.handle.net/10.1080/02642069.2011.531121 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2603-2615 Template-Type: ReDIF-Article 1.0 Author-Name: Sarah Hong Xiao Author-X-Name-First: Sarah Hong Author-X-Name-Last: Xiao Author-Name: Michael Nicholson Author-X-Name-First: Michael Author-X-Name-Last: Nicholson Title: Consumer consideration of non-deceptive counterfeit goods: a contingency matrix approach Abstract: The aim of this paper is to develop a model that explains how consumers' considerations of non-deceptive counterfeits vary as a function of the counterfeits' perceived benefits in different usage situations. Basing the analysis on consideration set theories and the Behavioural Perspective Model contingency matrix concepts, four hypotheses are suggested. The hypothesised relationships are tested using survey data from 421 consumers regarding their consideration of two types of non-deceptive counterfeits across eight different usage situations. The results support the proposed model structure and show an interactive relationship between consumer's learning-based considerations, perceived product benefit, usage situations, and product requirement. Journal: The Service Industries Journal Pages: 2617-2631 Issue: 15 Volume: 31 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2011.529608 File-URL: http://hdl.handle.net/10.1080/02642069.2011.529608 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:15:p:2617-2631 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Title: Editorial Journal: The Service Industries Journal Pages: 2633-2637 Issue: 16 Volume: 31 Year: 2011 Month: 12 X-DOI: 10.1080/02642069.2011.598736 File-URL: http://hdl.handle.net/10.1080/02642069.2011.598736 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:16:p:2633-2637 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Soriano Author-X-Name-First: Domingo Ribeiro Author-X-Name-Last: Soriano Title: Introduction Journal: The Service Industries Journal Pages: 2639-2640 Issue: 16 Volume: 31 Year: 2011 Month: 12 X-DOI: 10.1080/02642069.2011.598745 File-URL: http://hdl.handle.net/10.1080/02642069.2011.598745 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2011:i:16:p:2639-2640 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Hua Chien Author-X-Name-First: Shu-Hua Author-X-Name-Last: Chien Author-Name: Min-Chih Chao Author-X-Name-First: Min-Chih Author-X-Name-Last: Chao Title: Intellectual capital and new product sale performance of the financial services industry in Taiwan Abstract: This research considers the financial services industry in Taiwan and investigates the effect of intellectual capital -- namely human capital, organization capital and information capital -- on new product sale performance based on cross-functional integration and co-production. The results indicate that intellectual capital, cross-functional integration and co-production have a positive effect on new product sale performance. Also, the results confirm the positive mediate effect of cross-functional integration and co-production on intellectual capital and new product sale performance. Journal: The Service Industries Journal Pages: 2641-2659 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.506572 File-URL: http://hdl.handle.net/10.1080/02642069.2010.506572 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2641-2659 Template-Type: ReDIF-Article 1.0 Author-Name: Vania Sena Author-X-Name-First: Vania Author-X-Name-Last: Sena Title: Technical efficiency and human capital in the retail sector Abstract: The performance of the British retail sectors in terms of productivity growth is not brilliant. This paper focuses on a specific component of productivity growth (technical efficiency) and tests the extent to which its variance across the sector can be explained by the differences in the educational attainment of the pool of workers to which retail firms have access. The empirical analysis is carried out on a sample of 1061 retail firms from the Annual Respondents Database, 1997--2005. The results confirm that the county-level differences of the stock of human capital can explain the technical efficiency differentials across the sector. Journal: The Service Industries Journal Pages: 2661-2676 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.511189 File-URL: http://hdl.handle.net/10.1080/02642069.2010.511189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2661-2676 Template-Type: ReDIF-Article 1.0 Author-Name: Christina Öberg Author-X-Name-First: Christina Author-X-Name-Last: Öberg Title: The core-customer concept Abstract: The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer. Journal: The Service Industries Journal Pages: 2677-2692 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.511186 File-URL: http://hdl.handle.net/10.1080/02642069.2010.511186 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2677-2692 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Gardener Author-X-Name-First: Edward Author-X-Name-Last: Gardener Author-Name: Philip Molyneux Author-X-Name-First: Philip Author-X-Name-Last: Molyneux Author-Name: Hoai Nguyen-Linh Author-X-Name-First: Hoai Author-X-Name-Last: Nguyen-Linh Title: Determinants of efficiency in South East Asian banking Abstract: This paper explores the efficiency of banks in five South East Asian countries (Indonesia, Malaysia, the Philippines, Thailand, and Vietnam) using the non-parametric data envelopment approach and Tobit regression. The results indicate that efficiency has significantly declined over the period 1998--2004 indicating that the post-1997 crisis restructuring had a negative influence on bank performance. In line with the established literature on emerging markets, foreign banks appear to be more efficient than the domestic counterparts. However, state-owned banks exhibited greater efficiency than their local private sector peers. Among country-level factors, national banking development shows a strong and positive link with bank efficiency. The results are robust to different assumptions of bank inputs, outputs, technological changes, and national banking convergence. Journal: The Service Industries Journal Pages: 2693-2719 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.512659 File-URL: http://hdl.handle.net/10.1080/02642069.2010.512659 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2693-2719 Template-Type: ReDIF-Article 1.0 Author-Name: Hung-Jen Su Author-X-Name-First: Hung-Jen Author-X-Name-Last: Su Author-Name: Kong-Fah Cheng Author-X-Name-First: Kong-Fah Author-X-Name-Last: Cheng Author-Name: Hui-Hsiung Huang Author-X-Name-First: Hui-Hsiung Author-X-Name-Last: Huang Title: Empirical study of destination loyalty and its antecedent: the perspective of place attachment Abstract: Due to the increasing competition in the leisure and tourism market, loyalty-related studies and researches have been gaining attention. This empirical research explores the formation of destination loyalty from the interaction of visitors with hot-spring resorts (place attachment) and examines the relationship between such a loyalty and its antecedents. Based on an attitude framework, this study conceptualizes place dependence, place identity, and behavioural intention as the tripartite framework of destination loyalty. Using the covariance structure analysis, empirical results indicated that the service quality--satisfaction--loyalty model is supported and tourist satisfaction completely mediates the effect of service quality on place dependence, place identity, and behavioural intention. Journal: The Service Industries Journal Pages: 2721-2739 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.511188 File-URL: http://hdl.handle.net/10.1080/02642069.2010.511188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2721-2739 Template-Type: ReDIF-Article 1.0 Author-Name: Intekhab (Ian) Alam Author-X-Name-First: Intekhab (Ian) Author-X-Name-Last: Alam Title: Process of customer interaction during new service development in an emerging country Abstract: Globalization has a major impact on the practice of innovation across a wide range of service industries. Yet, only limited attention has been paid to the issue of service innovation in a global context. To address this critique of the literature, a case study of new service development and customer interaction was conducted in a multinational financial services firm based in the USA. The case study investigates the development of new services with inputs from company's customers in India. It also traces the roles of local Indian subsidiary and local managers in developing and managing the overall service innovation process. Journal: The Service Industries Journal Pages: 2741-2756 Issue: 16 Volume: 31 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.512660 File-URL: http://hdl.handle.net/10.1080/02642069.2010.512660 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2741-2756 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Title: Editorial Journal: The Service Industries Journal Pages: 1-3 Issue: 1 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.636879 File-URL: http://hdl.handle.net/10.1080/02642069.2012.636879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:1:p:1-3 Template-Type: ReDIF-Article 1.0 Author-Name: Emin Babakus Author-X-Name-First: Emin Author-X-Name-Last: Babakus Author-Name: Ugur Yavas Author-X-Name-First: Ugur Author-X-Name-Last: Yavas Title: Customer orientation as a buffer against job burnout Abstract: This study examines the role of service worker customer orientation (CO) as a buffer against the detrimental effects of job burnout on job performance and turnover intentions. Data collected from frontline bank employees serve as the study setting. The tenets of the attribution theory are used in developing the study hypotheses. Results show that CO moderates the detrimental effects of job burnout on both job performance and turnover intentions, where the effects of job burnout on both outcomes are weaker for frontline employees with higher CO. Hiring employees high on CO for frontline positions should pay dividends in managing burnout and its negative consequences on job performance and turnover intentions. Journal: The Service Industries Journal Pages: 5-16 Issue: 1 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545396 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545396 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:5-16 Template-Type: ReDIF-Article 1.0 Author-Name: Sang M. Lee Author-X-Name-First: Sang M. Author-X-Name-Last: Lee Author-Name: DonHee Lee Author-X-Name-First: DonHee Author-X-Name-Last: Lee Author-Name: Chang-Yuil Kang Author-X-Name-First: Chang-Yuil Author-X-Name-Last: Kang Title: The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty Abstract: The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee--customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality. Journal: The Service Industries Journal Pages: 17-36 Issue: 1 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545397 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545397 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:17-36 Template-Type: ReDIF-Article 1.0 Author-Name: Wansoo Kim Author-X-Name-First: Wansoo Author-X-Name-Last: Kim Author-Name: Chihyung Ok Author-X-Name-First: Chihyung Author-X-Name-Last: Ok Author-Name: Deborah D. Canter Author-X-Name-First: Deborah D. Author-X-Name-Last: Canter Title: Value-driven customer share of visits Abstract: This study sought to verify the effect of perceived value on customer share of visits (CSOV) in a full-service restaurant context, using a dimension-level value approach and positing customer satisfaction and brand preference as mediators between them. The conceptual model of this study was tested based on responses from 288 general US full-service restaurant customers. This study found that among four value dimensions, excellence (in food and service) and customer return on investment had dominant effects on customer satisfaction and brand preference, whereas playfulness had a significant moderate effect only on brand preference; aesthetic appeals did not have significant effects on either. Affected by perceived value, customer satisfaction significantly enhanced brand preference and in turn brand preference contributed to CSOV and fully mediated the effect of customer satisfaction on CSOV. In essence, the findings highlight the significant antecedent role of perceived value in customers' satisfaction and brand preference formation and the pivotal role of customer brand preference in customers' purchase decision process. Journal: The Service Industries Journal Pages: 37-58 Issue: 1 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545395 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545395 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:37-58 Template-Type: ReDIF-Article 1.0 Author-Name: Wansoo Kim Author-X-Name-First: Wansoo Author-X-Name-Last: Kim Author-Name: Chihyung Ok Author-X-Name-First: Chihyung Author-X-Name-Last: Ok Author-Name: Deborah D. Canter Author-X-Name-First: Deborah D. Author-X-Name-Last: Canter Title: Moderating role of <italic>a priori</italic> customer--firm relationship in service recovery situations Abstract: This study attempts to verify the moderating roles of the customer--firm relationship with regard to customers' responses to service failure and recovery. The hypotheses were tested based on the responses from 480 full-service restaurant customers, using <italic>t</italic>-tests and moderated regression analyzes. The findings indicate that in general, high relational customers tend to have high recovery expectations but, at the same time, respond more favorably to recovery efforts than do low relational customers in both low and high recovery situations. These results appear to stem from the wider zones of tolerance of high relational customers than those of low relational customers. This study demonstrates the importance of adopting the concept of zone of tolerance for accurate understandings of customers' responses to service failure and recovery. Journal: The Service Industries Journal Pages: 59-82 Issue: 1 Volume: 32 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.506571 File-URL: http://hdl.handle.net/10.1080/02642069.2010.506571 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:59-82 Template-Type: ReDIF-Article 1.0 Author-Name: Rodolfo Vázquez-Casielles Author-X-Name-First: Rodolfo Author-X-Name-Last: Vázquez-Casielles Author-Name: Víctor Iglesias Author-X-Name-First: Víctor Author-X-Name-Last: Iglesias Author-Name: Concepción Varela-Neira Author-X-Name-First: Concepción Author-X-Name-Last: Varela-Neira Title: Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies Abstract: In the marketing literature, there is a great interest in learning how companies should behave after a service failure. From this perspective, different service recovery strategies have been proposed. This experimental study of the airline industry deals with this topic, indicating the benefits of carrying out, after a service failure, a financial compensation and/or an explanation based on social comparison. The results indicate when financial compensation and social comparison increase satisfaction and when they have a positive impact on different behaviour intentions (repurchase intentions, positive or negative word of mouth communication, and complaints to the company and/or third parties). There predictions on the effects of the service recovery strategies are developed on the basis of failure stability and the emotions (anger) brought on by it. Journal: The Service Industries Journal Pages: 83-103 Issue: 1 Volume: 32 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2010.511187 File-URL: http://hdl.handle.net/10.1080/02642069.2010.511187 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:83-103 Template-Type: ReDIF-Article 1.0 Author-Name: Suna La Author-X-Name-First: Suna Author-X-Name-Last: La Author-Name: Beomjoon Choi Author-X-Name-First: Beomjoon Author-X-Name-Last: Choi Title: The role of customer affection and trust in loyalty rebuilding after service failure and recovery Abstract: This study investigates the dynamics of customer affection and customer trust on customer loyalty intention after cases of service failure and recovery. The results demonstrate that after customers experience service failure and recovery, customer affection has a greater influence on customer trust but less in loyalty intention, whereas customer trust becomes more influential in loyalty intention in comparison to the time prior to a service failure. The findings suggest that the rebuilding of loyalty after a service failure and recovery relies primarily on the recovery of trust and that the key determinant of trust recovery is customer affection. Theoretical and managerial implications are also discussed. Journal: The Service Industries Journal Pages: 105-125 Issue: 1 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2011.529438 File-URL: http://hdl.handle.net/10.1080/02642069.2011.529438 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:105-125 Template-Type: ReDIF-Article 1.0 Author-Name: Bongsug (Kevin) Chae Author-X-Name-First: Bongsug (Kevin) Author-X-Name-Last: Chae Title: A framework for new solution development: an adaptive search perspective Abstract: Suppliers or solution providers are persistently under pressure to find a way toward competitive advantage. The literature indicates that for revenue growth and business opportunities, suppliers (e.g. IBM) must initiate a transition from goods or product-oriented business to solution-based business. Despite the need for solution development, there is a lack of practical and readily adoptable methodologies for suppliers. This is particularly acute in the professional service industry or knowledge-intensive business services (KIBS). This study offers a theory-driven, yet practical, framework for understanding and executing solution development. The proposed framework uses a complexity theory view of strategy and presents new solution development as adaptive search toward higher peaks in the rugged business landscape. This study suggests that the search must be ambidextrous (the combination of local and distant searches). The search toward better solutions has three distinct but inter-related dimensions: supply-side, demand-side, and spatial. The extant literature on service innovation is utilized to shed light on the importance of each of these dimensions. This study proposes a solution development typology based on eight solution strategies, and illustrates it with two examples of KIBS. Finally, this study develops several propositions, which have theoretical and/or practical implications for solution development. Journal: The Service Industries Journal Pages: 127-149 Issue: 1 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545390 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545390 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:127-149 Template-Type: ReDIF-Article 1.0 Author-Name: Cathy Burgess Author-X-Name-First: Cathy Author-X-Name-Last: Burgess Title: Multiple stakeholders and middle managers: the role of the hotel financial controller Abstract: This article explores the key characteristics of the specific stakeholders for one type of middle manager, the hotel financial controller. Eleven semi-structured interviews among financial personnel showed that although some owners require on-going profits and have high expectations of middle managers, others may take a more long-term view and be less demanding. Head offices provide systems and services for the unit, but a lack of efficiency and strategic planning affects the ability of managers to do their job. The middle manager must take a proactive intrapreneurial approach in communicating and implementing corporate strategic decisions within the unit and in managing the multiple stakeholders, but in return requires more guidance, resources and support from senior management. Journal: The Service Industries Journal Pages: 151-169 Issue: 1 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545389 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545389 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:1:p:151-169 Template-Type: ReDIF-Article 1.0 Author-Name: Zanna van Dun Author-X-Name-First: Zanna Author-X-Name-Last: van Dun Author-Name: Josée Bloemer Author-X-Name-First: Josée Author-X-Name-Last: Bloemer Author-Name: Jörg Henseler Author-X-Name-First: Jörg Author-X-Name-Last: Henseler Title: Job quality in the customer contact centre: conceptual foundation and scale development Abstract: To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific dimensions that need to be taken into account in a CCC setting. With its multiple dimensions, the proposed job quality scale achieves high internal validity, reliability and generalizability in the CCC setting. Yet the increasing role of such centres for service delivery makes them and their employees critical to customers' quality perceptions, and the findings of this study offer managers clear guidelines adjusted to the CCC environment. Journal: The Service Industries Journal Pages: 171-196 Issue: 2 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531120 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531120 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:171-196 Template-Type: ReDIF-Article 1.0 Author-Name: Hulisi Öğüt Author-X-Name-First: Hulisi Author-X-Name-Last: Öğüt Author-Name: Bedri Kamil Onur Taş Author-X-Name-First: Bedri Kamil Author-X-Name-Last: Onur Taş Title: The influence of internet customer reviews on the online sales and prices in hotel industry Abstract: In this paper, the impact of two service quality metrics (star rating and customer rating) on hotel room sales and prices is investigated. Two of the most popular tourist destinations in the world, Paris and London, are chosen. It is found that a higher customer rating significantly increases the online sales of hotels. The study results show that a 1% increase in online customer rating increases Sales per Room up to 2.68% in Paris and up to 2.62% in London. Contrary to expectations, higher stars do not increase the sales. It is also shown that higher customer ratings result in higher prices of the hotel and the prices of high star hotels are more sensitive to online customer ratings. Journal: The Service Industries Journal Pages: 197-214 Issue: 2 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.529436 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529436 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:197-214 Template-Type: ReDIF-Article 1.0 Author-Name: A. George Assaf Author-X-Name-First: A. George Author-X-Name-Last: Assaf Author-Name: Carlos Barros Author-X-Name-First: Carlos Author-X-Name-Last: Barros Author-Name: Ade Ibiwoye Author-X-Name-First: Ade Author-X-Name-Last: Ibiwoye Title: Performance assessment of Nigerian banks pre and post consolidation: evidence from a Bayesian approach Abstract: This study analyses the cost-efficiency of Nigerian banks pre and post the consolidation period. The researchers account for bank heterogeneity using the Bayesian random frontier model, which in this context provides a better fit than the traditional stochastic frontier model. From the efficiency inferences, it is shown that the cost-efficiency of Nigerian banks has increased post the consolidation period to reach its highest average of 91.21% in 2007. The study discusses the potential impact of consolidation on the efficiency results and provides direction for future research. Journal: The Service Industries Journal Pages: 215-229 Issue: 2 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529135 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529135 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:215-229 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiu-Yuan Wang Author-X-Name-First: Hsiu-Yuan Author-X-Name-Last: Wang Title: Investigating the determinants of travel blogs influencing readers' intention to travel Abstract: The purpose of this study is to propose and examine a new research model that can capture affective, cognitive and cyber-interactive elements influencing travel blog readers' behavioural intention to travel through affecting their perceived destination image. A survey of 323 blog participants found a strong support for the model. The results indicated that travel blog participants' perceptions of destination image could be a strong predictor of their travel intention. Factors assisting in building affective images (e.g. generating empathy, experiencing appeal) as well as cognitive images (e.g. providing guides) and facilitating interpersonal interactions (e.g. social influence, cybercommunity influence) were found to be critical components significantly influencing bloggers' perceptions of destination image. Theoretical and practical implications of the results were discussed. Journal: The Service Industries Journal Pages: 231-255 Issue: 2 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559225 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559225 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:2:p:231-255 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Chieh Chuang Author-X-Name-First: Shih-Chieh Author-X-Name-Last: Chuang Author-Name: Yin-Hui Cheng Author-X-Name-First: Yin-Hui Author-X-Name-Last: Cheng Author-Name: Chai-Jung Chang Author-X-Name-First: Chai-Jung Author-X-Name-Last: Chang Author-Name: Shun-Wen Yang Author-X-Name-First: Shun-Wen Author-X-Name-Last: Yang Title: The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective Abstract: Service failure recoveries play an important role in the service process. Previous research on service recovery has focused on the development of classification schemes, such as service failure types (e.g. outcome- or process-related failure), service recovery attributes (e.g. psychological or tangible recovery), and failure magnitude. Few studies in the literature have developed a theory-driven model of customer satisfaction that considers whether different types of service failure warrant different types of service recovery. This article, which reports the results of two studies, draws on mental accounting theory to examine the effect of the relationship between service failure and service recovery on customer satisfaction. The results of Study 1 show that customer satisfaction is greater when service recovery efforts truly make up for what customers have lost and that prior experience of service failure has a significant influence on the effectiveness of those efforts. The results of Study 2 indicate that the magnitude of a service failure also has an impact on the effectiveness of service recovery efforts. Journal: The Service Industries Journal Pages: 257-271 Issue: 2 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529435 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529435 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:257-271 Template-Type: ReDIF-Article 1.0 Author-Name: Katriina Valminen Author-X-Name-First: Katriina Author-X-Name-Last: Valminen Author-Name: Marja Toivonen Author-X-Name-First: Marja Author-X-Name-Last: Toivonen Title: Seeking efficiency through productisation: a case study of small KIBS participating in a productisation project Abstract: This paper discusses productisation in small knowledge-intensive business service companies (KIBS), whose typical problem is the inefficient production of services, starting from scratch for each client. The paper reviews literature on different approaches to developing services more ‘product-like’. It points out specific challenges linked to productisation of knowledge offerings and services that are co-produced with the customer. The case study examined a productisation project in which four KIBS productised one of their services with the help of a consultant. The results indicate that productisation contributes to the competitiveness and efficiency, and facilitates the development of customer understanding and business skills. An externally supported project is a good way to promote productisation in small KIBS where scarce resources often delay the adoption of this practice. Journal: The Service Industries Journal Pages: 273-289 Issue: 2 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531260 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531260 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:273-289 Template-Type: ReDIF-Article 1.0 Author-Name: Réjean Landry Author-X-Name-First: Réjean Author-X-Name-Last: Landry Author-Name: Nabil Amara Author-X-Name-First: Nabil Author-X-Name-Last: Amara Author-Name: David Doloreux Author-X-Name-First: David Author-X-Name-Last: Doloreux Title: Knowledge-exchange strategies between KIBS firms and their clients Abstract: Based on a survey of 1124 knowledge-intensive business services (KIBS) firms, this paper explores the extent and determinants of knowledge exchange between KIBS and their clients. An ordered logistic regression was estimated. The results show that the propensity of KIBS firms to rely more on a commoditization strategy and less on a personalization strategy increases with the variety of research sources of information, the number of knowledge employees, the variety of knowledge management practices, the firm's size, the business age, and being a KIBS firm operating in a technology-based industry rather than a traditional professional industry, while it decreases with R&D investments, the variety of advanced technologies, and the strength of ties. Journal: The Service Industries Journal Pages: 291-320 Issue: 2 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529131 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529131 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:291-320 Template-Type: ReDIF-Article 1.0 Author-Name: Wei-Wen Wu Author-X-Name-First: Wei-Wen Author-X-Name-Last: Wu Title: An integrated solution for benchmarking using DEA, gray entropy, and Borda count Abstract: The challenge of finding a system for effective benchmarking has recently become a key issue, as enterprises experience ever-increasing needs to struggle for competitive advantage and performance improvement in productivity. Identifying the best performer is the pivotal element in the process of benchmarking. In the search for the best performer, this paper proposes using the super-efficiency DEA model and the gray entropy scoring method to conduct the relevant efficiency evaluation and ranking, and using the Borda count to incorporate the ranked lists. The research findings show that the proposed solution can provide valuable insights as well as discover the best performer for informed analysis. Journal: The Service Industries Journal Pages: 321-335 Issue: 2 Volume: 32 Year: 2010 Month: 7 X-DOI: 10.1080/02642069.2011.517833 File-URL: http://hdl.handle.net/10.1080/02642069.2011.517833 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:321-335 Template-Type: ReDIF-Article 1.0 Author-Name: Bruce C. Skaggs Author-X-Name-First: Bruce C. Author-X-Name-Last: Skaggs Author-Name: Alexandra Galli-Debicella Author-X-Name-First: Alexandra Author-X-Name-Last: Galli-Debicella Title: The effects of customer contact on organizational structure and performance in service firms Abstract: This study examines how customer interactions affects the organizational structure of service organizations, as well as how the alignment between firm structure and customer contact influences organizational performance. Results obtained from 234 service organizations in 96 different industries support our contention that variance in demand generated by the level of customer interaction strongly influences the type of structure a service firm adopts. High degrees of customer contact were significantly related to the use of higher degrees of organizational flexibility. In addition, the results indicate that firms that align organizational flexibility with customer contact achieve superior performance. Journal: The Service Industries Journal Pages: 337-352 Issue: 3 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529132 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529132 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:337-352 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Shih-Tse Wang Author-X-Name-First: Edward Shih-Tse Author-X-Name-Last: Wang Author-Name: Bi-Kun Tsai Author-X-Name-First: Bi-Kun Author-X-Name-Last: Tsai Author-Name: Tzy-Ling Chen Author-X-Name-First: Tzy-Ling Author-X-Name-Last: Chen Author-Name: Shu-Chun Chang Author-X-Name-First: Shu-Chun Author-X-Name-Last: Chang Title: The influence of emotions displayed and personal selling on customer behaviour intention Abstract: The impact of employee performance on customer behavioural intentions and consumption behaviour is important to service marketers. In many service settings, service organizations require emotional display and personal selling to stay competitive in todays market. Based on a review of service literature, this study investigates the effect of emotions displayed and personal selling on customer purchase amount and re-patronage intention in convenience-goods retail service settings. This work applies mystery shopper methods to data collected from a Taiwan bakery chain. Analysis of the results from 519 responded questionnaires in this study reveal that positive emotions displayed by contact personnel are unrelated to consumption expenditure, but do affect re-patronage intention. Further, the results show that personal selling negatively influences consumption amount. This study suggests that service managers consider enhancing their emotional display perspective in human resource practices, and focus on performing personal selling as a consumer need, in different service industries. Journal: The Service Industries Journal Pages: 353-366 Issue: 3 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545392 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545392 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:353-366 Template-Type: ReDIF-Article 1.0 Author-Name: Min-Hsin Huang Author-X-Name-First: Min-Hsin Author-X-Name-Last: Huang Author-Name: Zhao-Hong Cheng Author-X-Name-First: Zhao-Hong Author-X-Name-Last: Cheng Title: The effects of inter-role conflicts on turnover intention among frontline service providers: does gender matter? Abstract: This study contrasts the different levels of the work and family conflict on turnover intention between male and female service employees. A conceptual model of the relationship between work-family conflicts (WFCs), family-work conflicts (FWCs), job stress, job satisfaction, and turnover intention is proposed and empirically tested across male and female service providers. The moderated multiple regression models are applied to data collected from frontline employees within two service industries in Taiwan to test the hypotheses. Results of this study indicate that WFC affects female employees' job stress more strongly than it does in males; more importantly, FWC and job stress have stronger effects on turnover intention among female service employees. Journal: The Service Industries Journal Pages: 367-381 Issue: 3 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545391 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545391 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:367-381 Template-Type: ReDIF-Article 1.0 Author-Name: Martin Owens Author-X-Name-First: Martin Author-X-Name-Last: Owens Author-Name: Anna Zueva-Owens Author-X-Name-First: Anna Author-X-Name-Last: Zueva-Owens Author-Name: Mark Palmer Author-X-Name-First: Mark Author-X-Name-Last: Palmer Title: Partner identification and selection of joint ventures in international retailing Abstract: Identifying and selecting the ‘right partner’ is one of the key topics in the international retailing literature. Yet, current research provides little knowledge of how international retailers find and select joint venture (JV) partners in foreign markets. We investigate seven cases of British retail multinationals to address this research gap. We find that some retailers initiate formalised partner searches. In other cases, however, JVs arise opportunistically, involving no planned partner identification and selection. Retailer selection criteria revolve significantly around local relationships and market knowledge, specifically concerning local real estate. At the same time, some retailers understand that to leverage these local resources, the relationship and strategic fit with partners are critical. Journal: The Service Industries Journal Pages: 383-410 Issue: 3 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.540753 File-URL: http://hdl.handle.net/10.1080/02642069.2010.540753 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:383-410 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Willoughby Author-X-Name-First: Michael Author-X-Name-Last: Willoughby Author-Name: Pedro Carmona Author-X-Name-First: Pedro Author-X-Name-Last: Carmona Author-Name: Alexandre Momparler Author-X-Name-First: Alexandre Author-X-Name-Last: Momparler Title: The effects of the provision of consulting services on audit reporting quality Abstract: The growing complexity of the global business environment is leading innovative firms to demand further external counselling to better handle rapid change and increasing uncertainty. Likewise, the implementation of new information systems is usually carried out with the help of external advisors. This paper examines whether the provision of consulting services undermines audit reporting quality by testing for an association between advisory services and audit reporting. A cross-sectional logistic regression is estimated to test the relationship between consulting fees and the audit outcome. The evidence suggests that there is no statistically significant association between non-audit fees and audit outcome. This finding is consistent with the idea that audit reporting quality is not impaired by the provision of consulting services. Journal: The Service Industries Journal Pages: 411-429 Issue: 3 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.567415 File-URL: http://hdl.handle.net/10.1080/02642069.2011.567415 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:3:p:411-429 Template-Type: ReDIF-Article 1.0 Author-Name: Chia-Chi Lee Author-X-Name-First: Chia-Chi Author-X-Name-Last: Lee Title: The causal correlations among market structure, conduct, and performance of the CPA industry Abstract: This study uses the structure--conduct--performance theory to explore causal correlations among the market structure of the certified public accountant industry, the conduct, and the operation performance of accounting firms. The study uses stepwise regression analysis to find out important factors of these three dimensions. The empirical results confirm that there exist causal correlations among market structure, conduct, and operation performance of accounting firms, not just a single direction relationship. This study hopes that the findings can provide researchers and practitioners with the more complete and useful references for policy and decision-making. Journal: The Service Industries Journal Pages: 431-450 Issue: 3 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529134 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529134 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:431-450 Template-Type: ReDIF-Article 1.0 Author-Name: Wee-Kheng Tan Author-X-Name-First: Wee-Kheng Author-X-Name-Last: Tan Author-Name: Tong-He Chen Author-X-Name-First: Tong-He Author-X-Name-Last: Chen Title: The usage of online tourist information sources in tourist information search: an exploratory study Abstract: Tourist information search is a complex issue. This study contributes to the understanding of tourist information sources by comparing three online sources, that is, non-commercial travel blogs, Wikipedia and Yahoo! Knowledge+. A common denominator of a popular tourist information source is the presence of credible travel-oriented information, preferably in the form of personal experience or, if not so, carefully edited information. Entertainment and social networking elements can further enhance the information sources. If the destination is expensive and friends and relatives are not familiar with it, sources with strong networking element such as travel blog or edited information such as Wikipedia will be plus points. Online and non-online sources will co-exist and leisure tourists will continue to use a mixture of both to suit their needs in the foreseeable future. Journal: The Service Industries Journal Pages: 451-476 Issue: 3 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529130 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529130 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:451-476 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Lung Wu Author-X-Name-First: Yu-Lung Author-X-Name-Last: Wu Author-Name: Yu-Hui Tao Author-X-Name-First: Yu-Hui Author-X-Name-Last: Tao Author-Name: Pei-Chi Yang Author-X-Name-First: Pei-Chi Author-X-Name-Last: Yang Title: Learning from the past and present: measuring Internet banking service quality Abstract: The Internet has played a pivotal role in transforming banking services into e-services. While several studies have examined the effective measurement of e-banking service quality, their lack of a holistic view has hindered the accumulation of past knowledge. To address this issue, this study first reviews and summarizes the methodology, service quality dimensions, suggestions and limitations of seven e-banking service quality studies conducted in seven countries. An empirical study is then conducted to derive the first robust and comprehensive measure of e-banking service quality in Taiwanese context by compensating three shortcomings of a prior Taiwanese study. To improve our understanding of e-banking service quality, a comprehensive scheme is proposed that has managerial implications. The primary contribution of this study is to present a holistic view of e-service quality for e-banking with embedded cultural factors and to provide a rigorous measurement scale development procedure applicable to areas other than e-banking. Journal: The Service Industries Journal Pages: 477-497 Issue: 3 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529434 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529434 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:3:p:477-497 Template-Type: ReDIF-Article 1.0 Author-Name: Patrik Ström Author-X-Name-First: Patrik Author-X-Name-Last: Ström Title: Guest Editorial: The Resilience of the Global Service Economy Journal: The Service Industries Journal Pages: 499-502 Issue: 4 Volume: 32 Year: 2012 Month: 3 X-DOI: 10.1080/02642069.2011.600446 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600446 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:4:p:499-502 Template-Type: ReDIF-Article 1.0 Author-Name: Gisela Di Meglio Author-X-Name-First: Gisela Author-X-Name-Last: Di Meglio Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Author-Name: Andreja Jaklič Author-X-Name-First: Andreja Author-X-Name-Last: Jaklič Title: Explanation for public and private service growth in the enlarged EU Abstract: This paper complements a large body of literature on structural change and underlying factors for the expansion of services. The main aim is to explore the determinants of the employment growth in the enlarged European Union from the perspective of various service groups, public, private and mixed services, and to identify which factors played the most significant role in the period 1995--2007. The roles played by standard determinants, the state, social and demographic changes, institutional framework of labour markets and membership to old EU15 considerably differ across service groups. Journal: The Service Industries Journal Pages: 503-514 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596933 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596933 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:503-514 Template-Type: ReDIF-Article 1.0 Author-Name: Johannes Glückler Author-X-Name-First: Johannes Author-X-Name-Last: Glückler Author-Name: Martina Ries Author-X-Name-First: Martina Author-X-Name-Last: Ries Title: Why being there is not enough: organized proximity in place-based philanthropy Abstract: Philanthropy is gaining momentum in European society. Wealthy individuals and foundations are a growing source of financial benevolence. This paper explores the role of two concepts of proximity for obtaining access to philanthropic resources. First, geographical proximity refers to physical co-presence (‘being there’). It stresses the immediacy and serendipity of social interaction as facilitators of philanthropic support. In contrast, organized proximity refers to a network logic (‘being connected’) and emphasizes strategies of cooptation. Based on a multi-method case study in the city of Heidelberg, the paper finds philanthropy to be primarily place-based. Being there, however, is an insufficient condition since there is strong incidence that local organizational interlocks between advisory boards enhance the attraction of donations towards the social realm of academia. Journal: The Service Industries Journal Pages: 515-529 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596534 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596534 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:515-529 Template-Type: ReDIF-Article 1.0 Author-Name: Markus Holzweber Author-X-Name-First: Markus Author-X-Name-Last: Holzweber Author-Name: Jan Mattsson Author-X-Name-First: Jan Author-X-Name-Last: Mattsson Author-Name: Doren Chadee Author-X-Name-First: Doren Author-X-Name-Last: Chadee Author-Name: Revti Raman Author-X-Name-First: Revti Author-X-Name-Last: Raman Title: How dynamic capabilities drive performance in the Indian IT industry: the role of information and co-ordination Abstract: This study examines key issues and effects of capability management on a fast-growing area of knowledge-intensive global business services -- IT outsourcing and offshoring. An exploratory study is undertaken of Indian companies providing complex process-oriented offshore IT services to their global customers. The analysis of the data related to the service provider side shows that developing dynamic capabilities is strongly driven by management and top-clients and results in the development of business processes and in establishing a strategic partnership with the client organization. Key findings are that information exchange and coordination are the key to a leveraging firm performance. Journal: The Service Industries Journal Pages: 531-550 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596530 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596530 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:531-550 Template-Type: ReDIF-Article 1.0 Author-Name: C. Michael Wernerheim Author-X-Name-First: C. Michael Author-X-Name-Last: Wernerheim Title: Does services offshoring boost productivity? Some Canadian evidence on causation Abstract: The quest to enhance productivity makes outsourcing not only an important corporate strategy, but a focus of public policy as well. Existing studies consider correlations between outsourcing and productivity. This paper attempts to examine causation. We use annual time series data for Canada on international outsourcing of services, and total factor productivity for the period 1961--2005 for three sectors: manufacturing; business services; and all other (non-business) services. The statistical results strongly suggest that services offshoring increases productivity growth for business services and manufacturing, with some remarkable differences in the direction of causality across sectors. This has implications for how trade liberalisation, for example, can be expected to affect the contribution of services to national productivity growth. Journal: The Service Industries Journal Pages: 551-569 Issue: 4 Volume: 32 Year: 2011 Month: 8 X-DOI: 10.1080/02642069.2011.613937 File-URL: http://hdl.handle.net/10.1080/02642069.2011.613937 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:551-569 Template-Type: ReDIF-Article 1.0 Author-Name: José Luis Navarro-Espigares Author-X-Name-First: José Luis Author-X-Name-Last: Navarro-Espigares Author-Name: José Aureliano Martín-Segura Author-X-Name-First: José Aureliano Author-X-Name-Last: Martín-Segura Author-Name: Elisa Hernández-Torres Author-X-Name-First: Elisa Author-X-Name-Last: Hernández-Torres Title: The role of the service sector in regional economic resilience Abstract: The ability of regional economies to adjust their temporal dynamics to changing circumstances is a phenomenon recently included within the concept of resilience. This paper attempts to verify whether the relative weight of the service sector in the production structure of Spanish regions has a decisive influence on their reaction to the economic crisis. To test the hypothesis about the influence of the service sector in Spanish regional economic resilience, we use a time series of gross value added and employment for the 17 Spanish regions during the period 1986--2009. Besides the descriptive analysis, we utilise Time Series Regression with ARIMA Noise, Missing Observations and Outliers to forecast the evolution of series in 2010. Journal: The Service Industries Journal Pages: 571-590 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596535 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596535 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:571-590 Template-Type: ReDIF-Article 1.0 Author-Name: Peter D. Ørberg Jensen Author-X-Name-First: Peter D. Author-X-Name-Last: Ørberg Jensen Author-Name: Bent Petersen Author-X-Name-First: Bent Author-X-Name-Last: Petersen Title: Global sourcing of services versus manufacturing activities: is it any different? Abstract: International sourcing strategies and operations are usually described distinctively for manufacturing and services. In this paper, the theoretical and strategic relevance of this distinction is questioned. As an alternative, an activity-based theoretical framework for exploring the linkages between the attributes of the globally sourced activities and the international sourcing operations of firms is presented. This paper discusses the implications for global sourcing research and the strategic and organizational implications for managers, and it argues that finding the right match between strategy, activity and organization is a key determinant of the success of the sourcing process and outcome. Journal: The Service Industries Journal Pages: 591-604 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596532 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596532 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:591-604 Template-Type: ReDIF-Article 1.0 Author-Name: Mercedes Rodriguez Author-X-Name-First: Mercedes Author-X-Name-Last: Rodriguez Author-Name: José A. Camacho Author-X-Name-First: José A. Author-X-Name-Last: Camacho Author-Name: Jorge Chica Author-X-Name-First: Jorge Author-X-Name-Last: Chica Title: The knowledge-intensive services-regional innovation nexus: a European perspective Abstract: The objective of this paper is to examine the spatial distribution of knowledge-intensive services (KISs) and its relation with innovation in 194 European regions. The methodology applied is known as spatial analysis and evaluates whether there are clusters of KIS. In addition, by employing a spatial econometric model, some potential explanatory factors for the concentration of KIS are examined. The results obtained support the hypothesis that KIS are spatially concentrated and confirm the existence of clusters. Moreover, a close relationship between location of KIS and regional innovation activity is found. Journal: The Service Industries Journal Pages: 605-618 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596533 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596533 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:605-618 Template-Type: ReDIF-Article 1.0 Author-Name: P.W. Daniels Author-X-Name-First: P.W. Author-X-Name-Last: Daniels Title: Service industries at a crossroads: some fragile assumptions and future challenges Abstract: Service research has been slowly evolving for more than 40 years. At the start of the twenty-first century some of the assumptions about the behaviour of services have become more fragile in the context of increased global economic dependencies and whether it is now realistic to treat them as a discrete set of activities. The embedding of services into seamless production chains characteristic of a ‘manuservice’ economy points to new challenges for a research agenda that is less focused on services <italic>per se</italic>. The components of a possible research agenda are many and varied, reflecting different disciplinary priorities or the rise of the new field of service science. Those outlined in this paper are offered from the perspective of an economic geographer. Journal: The Service Industries Journal Pages: 619-639 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596536 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596536 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:619-639 Template-Type: ReDIF-Article 1.0 Author-Name: John Bryson Author-X-Name-First: John Author-X-Name-Last: Bryson Author-Name: Luis Rubalcaba Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Author-Name: Patrik Ström Author-X-Name-First: Patrik Author-X-Name-Last: Ström Title: Services, innovation, employment and organisation: research gaps and challenges for the next decade Abstract: This paper provides a critical analysis of European service research. The paper reviews the state of service research in 1991 and critically evaluates the subsequent two decades of academic research. The paper then identifies key research challenges that must be addressed over the next decade. The key issues identified include: the development of new conceptual frameworks; the creation of new metaphors that might supplant the dominance of the networking metaphor; research that would explore the production of translocal distributed co-produced service expertise; further work on embodied expertise/labour; research on services and manufacturing; modifications to national statistics and a critical analysis of the relationship between knowledge and business, and professional services. Journal: The Service Industries Journal Pages: 641-655 Issue: 4 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.596531 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596531 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:641-655 Template-Type: ReDIF-Article 1.0 Author-Name: William B. Beyers Author-X-Name-First: William B. Author-X-Name-Last: Beyers Title: The service industry research imperative Abstract: There is a service industry research imperative or necessity. This paper argues that this imperative is multidimensional, with micro- or firm-level research needs, macro- or regional research needs, and opportunities for examination of clusters of service industries. These research imperatives are illustrated in this paper, with suggestions of high priority topics for research by service industry scholars. Journal: The Service Industries Journal Pages: 657-682 Issue: 4 Volume: 32 Year: 2011 Month: 8 X-DOI: 10.1080/02642069.2011.613936 File-URL: http://hdl.handle.net/10.1080/02642069.2011.613936 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:4:p:657-682 Template-Type: ReDIF-Article 1.0 Author-Name: Zhaoquan Jian Author-X-Name-First: Zhaoquan Author-X-Name-Last: Jian Author-Name: Ho Kwong Kwan Author-X-Name-First: Ho Kwong Author-X-Name-Last: Kwan Author-Name: Qian Qiu Author-X-Name-First: Qian Author-X-Name-Last: Qiu Author-Name: Zhi Qiang Liu Author-X-Name-First: Zhi Qiang Author-X-Name-Last: Liu Author-Name: Frederick Hong-kit Yim Author-X-Name-First: Frederick Hong-kit Author-X-Name-Last: Yim Title: Abusive supervision and frontline employees' service performance Abstract: The present study examines the link between abusive supervision and frontline employees' service performance by focusing on the mediating role of organization-based self-esteem (OBSE) and the moderating role of relational-interdependent self-construal (RISC). The results of analysing 324 supervisor--subordinate dyads in five large hotels in China revealed a negative relationship between abusive supervision and service performance via OBSE. In addition, RISC moderates the mediating effect of OBSE on the abusive supervision--service performance relationship such that the mediating effect is stronger when RISC is high rather than low. Theoretical and managerial implications of these findings are discussed. Journal: The Service Industries Journal Pages: 683-698 Issue: 5 Volume: 32 Year: 2011 Month: 8 X-DOI: 10.1080/02642069.2011.614338 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614338 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:5:p:683-698 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin-Yu Liang Author-X-Name-First: Hsin-Yu Author-X-Name-Last: Liang Author-Name: Alan K. Reichert Author-X-Name-First: Alan K. Author-X-Name-Last: Reichert Title: The impact of banks and non-bank financial institutions on economic growth Abstract: Empirical studies examining the relationship between financial sector development and economic growth without including non-bank financial institutions (NBFIs) will likely generate biased empirical results. This study provides evidence that NBFIs can have a statistically significant negative impact on economic growth using cross-country data for both emerging and advanced countries. This finding suggests that these non-bank institutions, often loosely regulated, may introduce an excessive level of risk into the financial sector and the general economy. It is consistent with the current global financial crises where NBFIs, such as investment banks and insurance companies, introduced an excessive level of risk into the global economy. Hence, policy-makers may need to consider more timely and effective regulation of NBFIs and insure that adequate transparency and disclosure is provided to all financial markets participants. Journal: The Service Industries Journal Pages: 699-717 Issue: 5 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529437 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529437 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:699-717 Template-Type: ReDIF-Article 1.0 Author-Name: Andrés Maroto-Sánchez Author-X-Name-First: Andrés Author-X-Name-Last: Maroto-Sánchez Title: Productivity in the services sector: conventional and current explanations Abstract: One of the most conventional statements in economics, with regard to the services sector, suggests that, as a whole, this sector has a lower productivity level and growth rates than the other productive sectors. From this approach, we can derive the relative lower productivity in some advanced economies (such as the European countries versus the USA and some particular emergent economies) as an explanation of the growth of the tertiary sector. This paper will look in greater depth at issues related to services productivity, from conceptual aspects regarding the definition and meaning of productivity to methodological and measurement of services productivity. This work is essentially a necessary revision of the literature on economic growth, productivity and the services sector, reviewing not only the conventional literature but also those new waves of thinking. Journal: The Service Industries Journal Pages: 719-746 Issue: 5 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.531266 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531266 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:719-746 Template-Type: ReDIF-Article 1.0 Author-Name: Ayse Tansel Cetin Author-X-Name-First: Ayse Tansel Author-X-Name-Last: Cetin Author-Name: Mine Aksu Author-X-Name-First: Mine Author-X-Name-Last: Aksu Author-Name: Gokhan Ozer Author-X-Name-First: Gokhan Author-X-Name-Last: Ozer Title: Technology investments, performance and the effects of size and region in Turkish hospitals Abstract: This study investigates the effects of technology investments on cost and quality performance and whether hospital size and region have a moderating effect on this relationship. The results are based on responses from 798 managers surveyed in 390 hospitals throughout Turkey. The findings reveal that information/office and clinical technologies have a statistically significant effect on a hospital's cost and quality performance. Furthermore, hospital size has a robust and statistically significant positive (negative) effect on the clinical technology--performance (info/office technology--performance) relationship. Finally, although being located in a developed region enhances hospital performance, it does not have a moderating effect on the technology--performance relationship. Journal: The Service Industries Journal Pages: 747-771 Issue: 5 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529433 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529433 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:747-771 Template-Type: ReDIF-Article 1.0 Author-Name: Wei-Ming Ou Author-X-Name-First: Wei-Ming Author-X-Name-Last: Ou Author-Name: Chia-Mei Shih Author-X-Name-First: Chia-Mei Author-X-Name-Last: Shih Author-Name: Chin-Yuan Chen Author-X-Name-First: Chin-Yuan Author-X-Name-Last: Chen Author-Name: Chih-Wei Tseng Author-X-Name-First: Chih-Wei Author-X-Name-Last: Tseng Title: Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty Abstract: This analysis examines the influence of ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance on relationship quality and its consequences from multi-level perspectives in order to identify the nature of mix relationships at different levels. A survey with 505 qualified observations from financial institutions' customers in Taiwan was conducted. A structural equation modelling approach was used. Ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance, that is, the antecedents of relationship quality, have significant effects on relationship quality. Relationships exist between salespeople and customers, but customers also establish relationship with the retailers themselves. Satisfactory relationship quality has positive effects on commitment and loyalty. Implications for research and practice are discussed. Journal: The Service Industries Journal Pages: 773-787 Issue: 5 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531268 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531268 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:773-787 Template-Type: ReDIF-Article 1.0 Author-Name: Juan José Tarí Author-X-Name-First: Juan José Author-X-Name-Last: Tarí Author-Name: Carolina Madeleine Author-X-Name-First: Carolina Author-X-Name-Last: Madeleine Title: Introducing management models in service organisations in developed and developing countries Abstract: The aim of this paper is to examine the application of the European Foundation for Quality Management model for self-assessment as a means to introduce changes in management in services in higher education institutions (HEIs) in Spain and in Jordan. This paper uses the case study methodology on eight administrative services in a public university in Spain and seven university services in two Jordanian universities, a public and a private institution. The findings show the steps that an administrative service may follow in order to apply the questionnaire approach successfully in a reform process, the difficulties, the benefits and the success factors in both countries and the consequences of the changes introduced. The study provides lessons for decision makers and managers from other universities in developed and developing countries, who wish to introduce the practice of quality management by creative means. This paper extends knowledge on self-assessment (steps, difficulties, benefits, success factors and changes in management) to services in HEIs. Journal: The Service Industries Journal Pages: 789-806 Issue: 5 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.540755 File-URL: http://hdl.handle.net/10.1080/02642069.2010.540755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:789-806 Template-Type: ReDIF-Article 1.0 Author-Name: Hsuan-Hsuan Ku Author-X-Name-First: Hsuan-Hsuan Author-X-Name-Last: Ku Author-Name: Po-Jen Wang Author-X-Name-First: Po-Jen Author-X-Name-Last: Wang Author-Name: Chien-Chih Kuo Author-X-Name-First: Chien-Chih Author-X-Name-Last: Kuo Title: Effects of product quality certification on quality perceptions of stores' own brands Abstract: Retail stores' own brands offer an alternative to national brands, but a perception of inferior quality deters potential purchasers. This study investigates the role of third-party quality certification labels in overcoming that weakness. Data collected from 268 mall shoppers in Taiwan revealed for two distinct household products that quality certification significantly enhanced perceptions of the quality of the store brands and had relatively little influence on the perceived quality of the national brands. Managerial implications are discussed, and fruitful directions for future research suggested. Journal: The Service Industries Journal Pages: 807-820 Issue: 5 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531119 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531119 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:807-820 Template-Type: ReDIF-Article 1.0 Author-Name: Mesut Kumru Author-X-Name-First: Mesut Author-X-Name-Last: Kumru Title: A balanced scorecard-based composite measuring approach to assessing the performance of a media outlet Abstract: In an attempt to overcome massive challenges to survive in today's global and volatile marketplace, companies are adopting newer management systems to clarify their vision and strategy and translate them into action. The balanced scorecard (BSC) is one such approach which is gaining significant interest, especially within the small and medium size enterprises. This paper describes a BSC-based composite measuring approach to performance measurement and illustrates how the approach was used by a media outlet in Turkey as part of strategic policing initiative. In the paper, first, a BSC framework was adapted, and then a composite measure was developed thereon to assess the performance of the organization with regard to its strategic business objectives. The scorecard-based composite measure was built around a vision to create superior growth of aggregate value through outlet operations. It was found that by using the suggested framework, it is possible to identify and measure the cause-and-effect relationship of using an effective operations strategy, and to assess its impact on the company's competitive advantages. This research exercise confirms the validity and usefulness of the proposed methodology and offers managerial insights and guidelines for similar implementations. Journal: The Service Industries Journal Pages: 821-843 Issue: 5 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.531264 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531264 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:821-843 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Chaston Author-X-Name-First: Ian Author-X-Name-Last: Chaston Title: Entrepreneurship and knowledge management in small service-sector firms Abstract: The purpose of the paper is to examine the performance of small UK service-sector firms during a period of poor economic conditions in relation to entrepreneurial behaviour and knowledge management. A mail survey of small rural hotels was undertaken. Hotels achieving higher sales growth exhibited an entrepreneurial orientation and have created effective knowledge management systems. The practical implications of the study are that service firms seeking to survive in turbulent times should focus upon adopting entrepreneurial solutions and the creation of effective knowledge management systems. The originality of this study is in providing empirical evidence of the advantages of small UK service-sector firms during the current economic downturn adopting an entrepreneurial orientation in order to sustain business performance. Journal: The Service Industries Journal Pages: 845-860 Issue: 6 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559224 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559224 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:6:p:845-860 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Javier Rondan-Cataluña Author-X-Name-First: Francisco Javier Author-X-Name-Last: Rondan-Cataluña Author-Name: Antonio Navarro-Garcia Author-X-Name-First: Antonio Author-X-Name-Last: Navarro-Garcia Author-Name: Enrique Carlos Diez-De Castro Author-X-Name-First: Enrique Carlos Author-X-Name-Last: Diez-De Castro Author-Name: Carlos Javier Rodriguez-Rad Author-X-Name-First: Carlos Javier Author-X-Name-Last: Rodriguez-Rad Title: Reasons for the expansion in franchising: is it all said? Abstract: The main aim of this work consists of studying and analysing the reasons that drive firms to expand by means of the franchise route. A methodology based on latent class regression has been used, in order to explain the number of franchised units from a set of variables related to the adhesion costs, growth, and internationalization of the franchising chain. Two main conclusions are extracted from the results. On the one hand, the selected variables turn out to be suitable to explain the reasons that impulse companies to expand in franchising versus the development of owned units strategy. On the other hand, different profiles or types of franchisors exist according to the type of expansion chosen. Journal: The Service Industries Journal Pages: 861-882 Issue: 6 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.550041 File-URL: http://hdl.handle.net/10.1080/02642069.2010.550041 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:861-882 Template-Type: ReDIF-Article 1.0 Author-Name: Hsuan-Yi Chou Author-X-Name-First: Hsuan-Yi Author-X-Name-Last: Chou Author-Name: Nai-Hwa Lien Author-X-Name-First: Nai-Hwa Author-X-Name-Last: Lien Title: The effects of incentive types and appeal regulatory framing in travel advertising Abstract: What types of incentives and regulatory-framed advertising appeals are preferable when the promoted travel destination in a travel advert is spatially distant <italic>vs</italic>. near? Based on construal-level theory, this paper addresses this question by investigating whether there is a matching effect between the spatial distance of the travel destination and the incentives or the regulatory-framed appeals in ads. The experimental results indicate that when the promoted travel destination is spatially distant, consumers prefer non-monetary incentives and promotion-framed appeals. When the travel destination is spatially near, however, monetary incentives and prevention-framed appeals can generate better advertising effectiveness. Journal: The Service Industries Journal Pages: 883-897 Issue: 6 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545878 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545878 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:883-897 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-I Feng Author-X-Name-First: Hui-I Author-X-Name-Last: Feng Author-Name: Chia-Shen Chen Author-X-Name-First: Chia-Shen Author-X-Name-Last: Chen Author-Name: Chuan-Hung Wang Author-X-Name-First: Chuan-Hung Author-X-Name-Last: Wang Author-Name: Hsueh-Chiao Chiang Author-X-Name-First: Hsueh-Chiao Author-X-Name-Last: Chiang Title: The role of intellectual capital and university technology transfer offices in university-based technology transfer Abstract: This study develops a theoretical model to explain the relationships among intellectual capital, research outcomes, and technology transfer (TT) performance, investigating the role of university TT offices (UTTOs) in the innovation process. The authors examined these relationships by sampling 49 Taiwanese universities within a 2-year period. It is concluded that universities with specialized UTTOs indeed promote TT performance (TTP) based on university--industry cooperation. Furthermore, the results indicate that human capital is positively associated with research outcomes and relational capital. The greater the amount of relational capital, which represents the degree of university--industry cooperation, the more significant is the positive effect on research outcomes and TTP. The more research outcomes are produced, the more academic research and patent technology will be transferred to industry. Journal: The Service Industries Journal Pages: 899-917 Issue: 6 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545883 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545883 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:899-917 Template-Type: ReDIF-Article 1.0 Author-Name: María del Mar Alonso-Almeida Author-X-Name-First: María del Mar Author-X-Name-Last: Alonso-Almeida Author-Name: José Miguel Rodríguez-Antón Author-X-Name-First: José Miguel Author-X-Name-Last: Rodríguez-Antón Author-Name: Luis Rubio-Andrada Author-X-Name-First: Luis Author-X-Name-Last: Rubio-Andrada Title: Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry Abstract: Certifying quality systems has become standard practice in a wide range of companies the world over. However, studies on these systems' underlying motivations and these motivations' effects on performance have focused primarily on industrial firms, leaving the service sector largely unexplored in this regard. In this article structural equation modelling is used to analyse the reasons that underlie certification and the effects of these motivations on performance parameters within the hotel industry. The findings in this study show certain significant differences from the academic findings for industrial companies. The conclusions may help managers of hotel companies to better incorporate quality as a strategic, proactive tool with which to confront changing or adverse economic circumstances. Journal: The Service Industries Journal Pages: 919-936 Issue: 6 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545886 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545886 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:919-936 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Feng Yang Author-X-Name-First: Yi-Feng Author-X-Name-Last: Yang Title: Service capabilities and customer relationship management: an investigation of the banks in Taiwan Abstract: This study seeks to explain the influence of several individual service capabilities and their interactions on customer relationship management (CRM) performance in the banking industry. Two samples are analysed (bank staff and bank customers) and an empirical study is carried out using a multiple interaction regression approach. The findings show the main effect of human resources, information knowledge and marketing knowledge, and their interactions (the dyadic and conjoint service capabilities) on the effectiveness of CRM performance. The interactions are compared with the main effects, taking an overall view of capability--performance linkage. The main conclusions suggest that the latter are far more important. These findings provide important information for banks, which need to build successful long-term CRM associations with their customers, to adapt in today's dynamic environment. Journal: The Service Industries Journal Pages: 937-960 Issue: 6 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545394 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545394 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:937-960 Template-Type: ReDIF-Article 1.0 Author-Name: Christoph Teller Author-X-Name-First: Christoph Author-X-Name-Last: Teller Author-Name: Jennifer A. Thomson Author-X-Name-First: Jennifer A. Author-X-Name-Last: Thomson Title: Gender differences of shoppers in the marketing and management of retail agglomerations Abstract: This paper aims to first identify gender differences in perception and evaluation of retail agglomerations, and second, discuss the implications of these differences for marketing and management. Based on a conceptual model 2151 agglomeration shoppers were surveyed using interviewer-administered questionnaires. Structural equation modelling revealed that accessibility, parking and infrastructure are perceived differently between gender groups. The attractiveness in terms of satisfaction, retention proneness and patronage intention was also evaluated distinctively. Nevertheless, when examining the impact of the perceived attributes on agglomeration attractiveness, there was no difference. In both settings, the retail tenant mix and the atmosphere are the main antecedents of attractiveness. Finally, an importance--performance analysis offers managers a method for prioritising their marketing efforts considering gender differences. Journal: The Service Industries Journal Pages: 961-980 Issue: 6 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559725 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559725 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:6:p:961-980 Template-Type: ReDIF-Article 1.0 Author-Name: Tsui-Yii Shih Author-X-Name-First: Tsui-Yii Author-X-Name-Last: Shih Title: Integrative effects of firms' price and endorsement strategies on consumers' loyalty intention Abstract: This research examines the effects of price and brand endorsement that are adopted by firms from a consumer-based viewpoint, and provides practical brand management discussions as a reference for both manufacturer brands and retail store brands. According to the findings, manufacturer brands support high prices and boost those vivid impressions which are helpful in engendering consumer loyalty intention. Without a careful evaluation process, a brand-endorsing strategy may prove detrimental to the manufacturer. Retail store brands follow distinct pricing policies and carry out brand-endorsed strategies. Price/endorsement stimuli influence consumer brand loyalty through the partial mediating effect of brand impression. Manufacturers and retailers could define appropriate price premiums on products with a potential for a manufacturer--retailer brand co-branding as identified by market research, thus increasing the sales of both. Journal: The Service Industries Journal Pages: 981-1005 Issue: 6 Volume: 32 Year: 2010 Month: 8 X-DOI: 10.1080/02642069.2010.529133 File-URL: http://hdl.handle.net/10.1080/02642069.2010.529133 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:981-1005 Template-Type: ReDIF-Article 1.0 Author-Name: José Pla-Barber Author-X-Name-First: José Author-X-Name-Last: Pla-Barber Author-Name: Pervez N. Ghauri Author-X-Name-First: Pervez N. Author-X-Name-Last: Ghauri Title: Internationalization of service industry firms: understanding distinctive characteristics Journal: The Service Industries Journal Pages: 1007-1010 Issue: 7 Volume: 32 Year: 2012 Month: 5 X-DOI: 10.1080/02642069.2012.662498 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662498 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1007-1010 Template-Type: ReDIF-Article 1.0 Author-Name: Xiaoqing Li Author-X-Name-First: Xiaoqing Author-X-Name-Last: Li Author-Name: Joanne Roberts Author-X-Name-First: Joanne Author-X-Name-Last: Roberts Title: A stages approach to the internationalization of higher education? The entry of UK universities into China Abstract: This article contributes to understandings of the internationalization of higher education by investigating the extent to which a stages approach is evident in the overseas expansion of universities such that they begin with exports before moving on to contractual arrangements, then joint ventures and finally the establishment of wholly owned subsidiaries. Focusing on the expansion of UK universities into the Chinese market, the findings from 10 case studies reveal that universities do not follow a uniform market entry pattern. Moreover, evidence suggests that access to high-level personal networks in China determines the development of high commitment entry modes. Journal: The Service Industries Journal Pages: 1011-1038 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662495 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662495 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1011-1038 Template-Type: ReDIF-Article 1.0 Author-Name: Pia Hurmelinna-Laukkanen Author-X-Name-First: Pia Author-X-Name-Last: Hurmelinna-Laukkanen Author-Name: Paavo Ritala Author-X-Name-First: Paavo Author-X-Name-Last: Ritala Title: Appropriability as the driver of internationalization of service-oriented firms Abstract: An important factor facilitating the internationalization of product-oriented companies is an appropriability regime allowing a firm to become the sole or dominant provider of specific products. The challenge for service firms is that many appropriability mechanisms, such as patents, are traditionally targeted at protecting tangible products and processes from imitation. In this study, we address this issue and examine the role of appropriability conditions as a facilitator of internationalization in the service sector. The results collected from the analysis of 209 firms suggest that a strong appropriability regime (especially in terms of formal mechanisms) positively affects the internationalization of service industry firms. Journal: The Service Industries Journal Pages: 1039-1056 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662490 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662490 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1039-1056 Template-Type: ReDIF-Article 1.0 Author-Name: Alicia Rodríguez Author-X-Name-First: Alicia Author-X-Name-Last: Rodríguez Author-Name: María Jesús Nieto Author-X-Name-First: María Jesús Author-X-Name-Last: Nieto Title: The internationalization of knowledge-intensive business services: the effect of collaboration and the mediating role of innovation Abstract: This study theoretically and empirically analyzes the mediating role of innovation on the relation between collaboration and internationalization strategies in knowledge-intensive business services (KIBS). The work also considers the impact of foreign-based partners and examines the potential direct and indirect effects via innovation of cross-border collaboration on the internationalization of KIBS. The empirical analysis uses a wide sample of Spanish KIBS for the period 2003--2005. The study finds that collaboration positively affects the internationalization of KIBS via innovation. The results related to cross-border collaboration indicate the existence of direct and indirect effects via innovation on internationalization. Journal: The Service Industries Journal Pages: 1057-1075 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662493 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662493 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1057-1075 Template-Type: ReDIF-Article 1.0 Author-Name: Byung Il Park Author-X-Name-First: Byung Il Author-X-Name-Last: Park Author-Name: Kum-Sik Oh Author-X-Name-First: Kum-Sik Author-X-Name-Last: Oh Author-Name: Suk Bong Choi Author-X-Name-First: Suk Bong Author-X-Name-Last: Choi Title: Acquisition of local market information in international joint ventures: service sectors Abstract: This research attempts to identify key factors affecting the acquisition of local market information in foreign majority-owned international joint ventures (IJVs). By using Spearman rank correlation coefficient and ordinary least squares regression, we reveal that most of the factors included in our model play a pivotal role in enhancing learning for foreign parents of IJVs. These results contribute to current knowledge by filling several research gaps and provide useful and practical implications for multinational enterprises. Journal: The Service Industries Journal Pages: 1077-1096 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662491 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662491 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1077-1096 Template-Type: ReDIF-Article 1.0 Author-Name: Elisabeth Krull Author-X-Name-First: Elisabeth Author-X-Name-Last: Krull Author-Name: Peter Smith Author-X-Name-First: Peter Author-X-Name-Last: Smith Author-Name: Gloria L. Ge Author-X-Name-First: Gloria L. Author-X-Name-Last: Ge Title: The internationalization of engineering consulting from a strategy tripod perspective Abstract: This research investigates the internationalization of engineering consulting firms. The study draws on the elements of the strategy tripod (industry factors, resources and capabilities, and institutional factors). The internationalization process is examined using a longitudinal single case study of a New Zealand-based engineering consulting firm with 40 years of international experience. The research identifies five phases through which the case firm passed during that period, and highlights the different strategies that were apparent. It is shown that individual actors lead to an adjustment of the modes of operation and overall play a significant role for the internationalization of engineering consulting firms. Journal: The Service Industries Journal Pages: 1097-1119 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662758 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662758 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1097-1119 Template-Type: ReDIF-Article 1.0 Author-Name: Verónica Baena Author-X-Name-First: Verónica Author-X-Name-Last: Baena Author-Name: Julio Cervino Author-X-Name-First: Julio Author-X-Name-Last: Cervino Title: International franchise expansion of service chains: insights from the Spanish market Abstract: This paper attempts to identify the effects of several variables on the international expansion pursued by Spanish service franchise chains. These include: management and franchising experience, brand awareness, the international franchise ratio, and a franchisor's size. Specifically, the study looks at 125 franchisors doing business in 44 foreign countries in late 2009. Findings allow us to conclude that management and franchising experience, together with brand awareness, the international franchise ratio and company size are significantly associated with (i) the number of countries where the chain has a presence; (ii) the number of operational outlets the franchisor has abroad, and (iii) the number of years the chain has been operating overseas. Journal: The Service Industries Journal Pages: 1121-1136 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662489 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662489 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1121-1136 Template-Type: ReDIF-Article 1.0 Author-Name: Cristina Villar Author-X-Name-First: Cristina Author-X-Name-Last: Villar Author-Name: José Pla-Barber Author-X-Name-First: José Author-X-Name-Last: Pla-Barber Author-Name: Fidel León-Darder Author-X-Name-First: Fidel Author-X-Name-Last: León-Darder Title: Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry Abstract: Although a considerable amount of research has explored the entry mode choice, results regarding the direct influence of some variables on the entry mode choice evince a lack of a clear consistency. By introducing the moderator effect of the nature of the services being provided by the firm, we explain some of these inconclusive results. We use a comprehensive database on the Spanish hotel industry which covers nearly all the operations carried out by the majority of Spanish hotel chains up to 2011. We found that both intangibility and complexity of the services offered by the hotel moderate the relationship between environmental uncertainties and entry mode choice by increasing the propensity to use greater commitment entry modes when faced with conditions of country risk and cultural uncertainty. Journal: The Service Industries Journal Pages: 1137-1148 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662497 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662497 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1137-1148 Template-Type: ReDIF-Article 1.0 Author-Name: Alejandro Santana Mariscal Author-X-Name-First: Alejandro Santana Author-X-Name-Last: Mariscal Author-Name: Yingying Zhang Author-X-Name-First: Yingying Author-X-Name-Last: Zhang Author-Name: Joaquin López Pascual Author-X-Name-First: Joaquin López Author-X-Name-Last: Pascual Title: Internationalization of multinational banks: a study of foreign direct investment in seven Latin American countries Abstract: The article attempts to explore and contrast the different factors that influence the foreign direct investment (FDI) decisions of multinational banks. Employing eclectic theory, an estimation model with panel data from seven Latin American countries is set to test the proposed hypotheses. The results highlight an increase in foreign assets, removal of banking restriction, banking concentration, and capital cost differential in the local banking system as determinants of specific location advantages for attracting banking FDI. Other factors such as cultural proximity and crisis also have a significant impact on banking FDI. Discussions and implications are debated before conclusions are drawn for a future research agenda. Journal: The Service Industries Journal Pages: 1149-1170 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662494 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662494 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1149-1170 Template-Type: ReDIF-Article 1.0 Author-Name: Marcela Miozzo Author-X-Name-First: Marcela Author-X-Name-Last: Miozzo Author-Name: Mo Yamin Author-X-Name-First: Mo Author-X-Name-Last: Yamin Author-Name: Pervez N. Ghauri Author-X-Name-First: Pervez N. Author-X-Name-Last: Ghauri Title: Strategy and structure of service multinationals and their impact on linkages with local firms Abstract: Drawing on case studies of two leading UK service firms in five host countries (Argentina, Brazil, China, Korea and Malaysia), we examine how the strategy and organization of service multinationals shape the development of linkages with local firms in host economies. We find that there is reduced autonomy of subsidiaries to engage with local firms as a result of relatively centralized strategies of multinationals. Because of global policies ensuring consistency of services or global sourcing policies to reduce costs, service multinationals tend to prefer global suppliers. Backward linkages occur in a few cases when the relationship can be a vehicle for market expansion for the multinational in a particular host market. Local governments play an important role in the cases where backward linkages are developed. Journal: The Service Industries Journal Pages: 1171-1191 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662492 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662492 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1171-1191 Template-Type: ReDIF-Article 1.0 Author-Name: A. Jaklič Author-X-Name-First: A. Author-X-Name-Last: Jaklič Author-Name: J. Ćirjaković Author-X-Name-First: J. Author-X-Name-Last: Ćirjaković Author-Name: A. Chidlow Author-X-Name-First: A. Author-X-Name-Last: Chidlow Title: Exploring the effects of international sourcing on manufacturing versus service firms Abstract: As the extent of international sourcing rises and the number of functional activities spreading across-national borders increases, there is a call for a better understanding of its impact on structural change. In this work, we explore the effects of international sourcing comparatively and look for differences between manufacturing and service firms. This study is based on a unique Slovenian data set that links the recently conducted Eurostats survey on international sourcing with a detailed financial firm-level data. The results from the matching methodology suggest that service firms involved in international sourcing gain an improvement in the quality and technological learning, resulting in the employment growth and development. This is not the case for manufacturing firms driven primarily by cost cutting. In our view, a better understanding of these effects is vital for both manufacturing as well as service firms that are influenced by this new trend. Journal: The Service Industries Journal Pages: 1193-1207 Issue: 7 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.662496 File-URL: http://hdl.handle.net/10.1080/02642069.2012.662496 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:7:p:1193-1207 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Chun Yang Author-X-Name-First: Yi-Chun Author-X-Name-Last: Yang Title: High-involvement human resource practices, affective commitment, and organizational citizenship behaviors Abstract: Although understanding the concept of organizational citizenship behaviors (OCBs) in a service context is important, very few studies have investigated what motivates frontline service employees to exhibit such behaviors. This study examines how high-involvement human resource (HR) practices influence affective commitment, which contributes to citizenship behaviors in service settings from the employees' point of view. Based on previous studies, this study proposed a conceptual model and hypothesized that five constructs of HR practices (i.e. recognition, empowerment, competence development, fair rewards, and information sharing) facilitate the development of frontline employees' affective commitment. This kind of organizational commitment in turn contributes to OCB (i.e. loyalty, participation, and service delivery). Data were collected from 172 contact employees of Taiwanese restaurants. The result indicated that high-involvement HR practices play an important role in determining contact employees' affective commitment. Moreover, affective commitment was found to be an effective linkage between high-involvement HR practices and contact employees' citizenship behaviors. Journal: The Service Industries Journal Pages: 1209-1227 Issue: 8 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545875 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545875 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1209-1227 Template-Type: ReDIF-Article 1.0 Author-Name: Annika Schilling Author-X-Name-First: Annika Author-X-Name-Last: Schilling Author-Name: Andreas Werr Author-X-Name-First: Andreas Author-X-Name-Last: Werr Author-Name: Sébastien Gand Author-X-Name-First: Sébastien Author-X-Name-Last: Gand Author-Name: Jean-Claude Sardas Author-X-Name-First: Jean-Claude Author-X-Name-Last: Sardas Title: Understanding professionals' reactions to strategic change: the role of threatened professional identities Abstract: This article develops and demonstrates the utility of a framework for understanding professionals' reactions to strategic change in professional service firms as an interplay between a strategic intent, its manifestation in organizational roles and practices and its fit with existing professional identities. The application of the framework with three case studies shows that strategic changes may threaten different aspects of professional identities (self-enhancement, self-continuity and self-distinctiveness) which in turn tends to lead to different kinds of resistance from the professionals (exit, voice for opposition or voice for renegotiation). The article also links these different reactions to the locus of identification of professionals, which may be either ‘local’ or ‘cosmopolitan’. Journal: The Service Industries Journal Pages: 1229-1245 Issue: 8 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.531269 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531269 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1229-1245 Template-Type: ReDIF-Article 1.0 Author-Name: Young-Gook Kim Author-X-Name-First: Young-Gook Author-X-Name-Last: Kim Author-Name: Soo Kim Author-X-Name-First: Soo Author-X-Name-Last: Kim Author-Name: Jung-Lim Yoo Author-X-Name-First: Jung-Lim Author-X-Name-Last: Yoo Title: Travel agency employees' career commitment and turnover intention during the recent global economic crisis Abstract: One hundred and eighty-four travel agency employees in South Korea participated in this study to examine (1) the effect of career commitment (CC) on employee turnover and (2) the moderating effect of job insecurity on the relationship between CC and turnover intention. This study was conducted during the recent global economic crisis and found that the participants of this study had a tendency to stay in their organization even though they felt insecure at work while having high CC. Managerial implications on career development and commitment of travel agency employees were discussed on the basis of the results of this study. Journal: The Service Industries Journal Pages: 1247-1264 Issue: 8 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545393 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545393 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1247-1264 Template-Type: ReDIF-Article 1.0 Author-Name: Jose Luis Ballesteros Author-X-Name-First: Jose Luis Author-X-Name-Last: Ballesteros Author-Name: Petra De Saá Author-X-Name-First: Petra Author-X-Name-Last: De Saá Title: The influence of organisational context on training success in the restaurant industry Abstract: Training plays a basic role in restaurants' success by improving the service quality provided by employees. The aim of this paper is to analyse how contextual factors, such as supervisors' support, resources' availability, opportunity to use training content, and organisational learning culture, influence training success. To that end, an empirical study was conducted on 137 restaurants. Results show that training success depends on the trainee's opportunities to use training content. Those opportunities are influenced by the resources' availability, as well as by the supervisors' support. The organisational learning culture influences training success through the resources' availability and supervisors' support. Journal: The Service Industries Journal Pages: 1265-1282 Issue: 8 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531270 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531270 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1265-1282 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Ling Wang Author-X-Name-First: Mei-Ling Author-X-Name-Last: Wang Title: How does the learning climate affect customer satisfaction? Abstract: This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons' knowledge of customers and customer satisfaction. A total of 417 service encounters involving 88 bank consultants were analysed using hierarchical linear modelling, with results that support most of the proposed model. More specifically, learning climate was positively related to adaptive selling behaviour, and adaptive selling behaviour was directly related to customer satisfaction. In addition, adaptive selling behaviour was associated with customer satisfaction through customers' perception of the salesperson's knowledge. Both theoretical and practical implications are discussed. Journal: The Service Industries Journal Pages: 1283-1303 Issue: 8 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531263 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531263 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1283-1303 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Hai Chih Author-X-Name-First: Wen-Hai Author-X-Name-Last: Chih Author-Name: Kai-Yu Wang Author-X-Name-First: Kai-Yu Author-X-Name-Last: Wang Author-Name: Li-Chun Hsu Author-X-Name-First: Li-Chun Author-X-Name-Last: Hsu Author-Name: I-Shin Cheng Author-X-Name-First: I-Shin Author-X-Name-Last: Cheng Title: From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery Abstract: This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery (discrepancy between recovery expectation and recovery performance) disconfirmations influence satisfaction when a service failure occurs and a recovery offer is given, and subsequently impact switching intentions. The results support the hypotheses that both initial and recovery disconfirmations influence switching intentions via satisfaction. In addition, switching costs directly influence switching intentions and also moderate the effect of satisfaction on switching intentions. Journal: The Service Industries Journal Pages: 1305-1321 Issue: 8 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531267 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531267 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1305-1321 Template-Type: ReDIF-Article 1.0 Author-Name: Jesús Collado Agudo Author-X-Name-First: Jesús Author-X-Name-Last: Collado Agudo Author-Name: Angel Herrero Crespo Author-X-Name-First: Angel Author-X-Name-Last: Herrero Crespo Author-Name: Ignacio Rodríguez del Bosque Author-X-Name-First: Ignacio Author-X-Name-Last: Rodríguez del Bosque Title: Adherence to customer loyalty programmes and changes in buyer behaviour Abstract: This study examines the factors that influence the effectiveness of customer loyalty programmes to cause a change in consumers' behaviour in retailing services. In particular, three explanatory variables are analysed: the quality of service offered to the customer, her/his trust in the company, and her/his attitude towards loyalty programmes. The results obtained indicate that a change in the buyer's behaviour is directly influenced by her/his loyalty to the retailer and by her/his attitude towards loyalty programmes. Furthermore, an indirect effect on changes in buyer behaviour caused by the quality of service and the consumer's attitude towards loyalty programmes is observed. Journal: The Service Industries Journal Pages: 1323-1341 Issue: 8 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545884 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545884 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1323-1341 Template-Type: ReDIF-Article 1.0 Author-Name: Hwan-Joo Seo Author-X-Name-First: Hwan-Joo Author-X-Name-Last: Seo Author-Name: Young Soo Lee Author-X-Name-First: Young Soo Author-X-Name-Last: Lee Author-Name: HanSung Kim Author-X-Name-First: HanSung Author-X-Name-Last: Kim Title: The determinants of export market performance in Organisation for Economic Co-operation and Development service industries Abstract: This study aims to investigate the determinants of service export market performance, using OECD data. Real exchange rate, technology variables and institutional environment are introduced as explanatory variables in regressions for 17 OECD countries over 2001--2007. Some of the major findings from the study can be summarized as follows. There was no robust evidence that cost-related factors have an impact on service export performances. Controlling for cost changes, it was found that technology factors (R&D intensity, fixed capital formation and IT investment) have a positive effect on export market share dynamics. It is also clear that the institutional factors (human capital, free trade environment and English as an official language) have a positive impact on service export performances. Journal: The Service Industries Journal Pages: 1343-1354 Issue: 8 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.550140 File-URL: http://hdl.handle.net/10.1080/02642069.2010.550140 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1343-1354 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-An Chen Author-X-Name-First: Chun-An Author-X-Name-Last: Chen Author-Name: Ming-Huang Lee Author-X-Name-First: Ming-Huang Author-X-Name-Last: Lee Author-Name: Ya-Hui Yang Author-X-Name-First: Ya-Hui Author-X-Name-Last: Yang Title: Branding Taiwan for tourism using ‘Decision Making Trial and Evaluation Laboratory’ and ‘Analytic Network Process’ methods Abstract: Countries should have a clear, credible, appealing, distinctive image in a wide and diverse global marketplace. Nation branding is a good method for countries to survive and prosper in a wide and diverse global marketplace, and many countries have embraced the concept. Nation branding is a sophisticated endeavor, which includes economics, tourism, culture, and political destiny. This paper addresses the problem of branding Taiwan's tourism using the decision making trial and evaluation laboratory approach combined with the analytic network process method to evaluate the performance criteria of branding Taiwan. The results show that ‘festival’ is the critical criterion for branding Taiwan for tourism. Journal: The Service Industries Journal Pages: 1355-1373 Issue: 8 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.545881 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545881 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1355-1373 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Richard Hodgkinson Author-X-Name-First: Ian Richard Author-X-Name-Last: Hodgkinson Author-Name: Paul Hughes Author-X-Name-First: Paul Author-X-Name-Last: Hughes Title: The performance implications of strategic capital for public leisure providers Abstract: Strategic capital has emerged as a key source of competitive heterogeneity in the private sector. Despite this, little is known about the performance implications of strategic capital in public organisations. Adopting a resource-advantage perspective, we examine the performance implications of strategic capital for public leisure providers. Analysing data generated from public leisure providers, we find that effective strategy implementation enables leisure providers to exploit comparative advantages, which is itself a source of sustained advantage. Furthermore, high performers are endowed with significantly greater levels of strategic capital -- which include ‘strategy commitment’, ‘implementation support’, ‘implementation effectiveness’, and ‘learning’ -- in contrast with low performers. Important differences between internal and external approaches to provision are also identified and discussed, along with the implications of this study for researchers and public policy. Journal: The Service Industries Journal Pages: 1375-1391 Issue: 8 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.567413 File-URL: http://hdl.handle.net/10.1080/02642069.2011.567413 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:8:p:1375-1391 Template-Type: ReDIF-Article 1.0 Author-Name: Jesse Arman Author-X-Name-First: Jesse Author-X-Name-Last: Arman Author-Name: Joshua Shackman Author-X-Name-First: Joshua Author-X-Name-Last: Shackman Title: The impact of financial planning designations on financial planner income Abstract: This paper examines the impact of three of the main financial planning designations on financial planner income. This study uses a sample of over 1800 financial planners including those with the Certified Financial Planner (CFP®), Chartered Financial Consultant (ChFC), Personal Financial Specialist (PFS), and no designation. The study results indicate that the CFP® designation is associated with a significant increase in income when compared with planners with no designation or holding the other designations cited. The researchers find no significant impact on earnings of the ChFC designation or the PFS designation. It is also found that the impact of the CFP® designation is greater for those planners relying on performance-based earnings rather than salary-based earnings. Journal: The Service Industries Journal Pages: 1393-1409 Issue: 8 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545879 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:8:p:1393-1409 Template-Type: ReDIF-Article 1.0 Author-Name: Pratibha A. Dabholkar Author-X-Name-First: Pratibha A. Author-X-Name-Last: Dabholkar Author-Name: Brian I. Spaid Author-X-Name-First: Brian I. Author-X-Name-Last: Spaid Title: Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction Abstract: This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful. Journal: The Service Industries Journal Pages: 1415-1432 Issue: 9 Volume: 32 Year: 2011 Month: 6 X-DOI: 10.1080/02642069.2011.600518 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600518 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:9:p:1415-1432 Template-Type: ReDIF-Article 1.0 Author-Name: Pratibha A. Dabholkar Author-X-Name-First: Pratibha A. Author-X-Name-Last: Dabholkar Author-Name: Xiaojing Sheng Author-X-Name-First: Xiaojing Author-X-Name-Last: Sheng Title: Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions Abstract: Online product recommendation agents (RAs) are gaining greater strategic importance as a critical touch-point between marketers and consumers. Yet, the role of consumer participation in using RAs has not been examined. This study shows that greater consumer participation in using an RA leads to more satisfaction, greater trust, and higher purchase intentions, related to the RA and its recommendations. In contrast, the financial risk (associated with the product under consideration) reduces satisfaction, trust, and purchase intentions, and it also moderates the effect of consumer participation on these same variables. The findings extend the literature and suggest actionable implications for marketing strategy. Journal: The Service Industries Journal Pages: 1433-1449 Issue: 9 Volume: 32 Year: 2011 Month: 9 X-DOI: 10.1080/02642069.2011.624596 File-URL: http://hdl.handle.net/10.1080/02642069.2011.624596 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:9:p:1433-1449 Template-Type: ReDIF-Article 1.0 Author-Name: Hong-Youl Ha Author-X-Name-First: Hong-Youl Author-X-Name-Last: Ha Author-Name: Je-Won Lee Author-X-Name-First: Je-Won Author-X-Name-Last: Lee Title: Online relationship avoidance over time Abstract: Although several researchers have examined the factors that prompt consumers to form a relationship with a firm or brand, this study looks at the factors that prompt consumers to deliberately avoid a relationship. The current study examines online relationship avoidance intentions in the online travel industry. The study focuses on attribute-level evaluations (e.g. high system requirement, low safety, and low benefit), develops a theoretical framework for conceptualizing relationship-hindering perceptions with temporal effects, and empirically tests it using longitudinal data. Results show that the relationship between attribute-level evaluations and relationship-hindering perceptions is dynamic and changes over time. Further, the findings reveal significant temporal effects of relationship-hindering perceptions and non-relationship intentions at time points <italic>T</italic> and <italic>T</italic> + 1. This study presents compelling possibilities in terms of strategically managing the e-Travel sites, such that the relationship-hindering perceptions of repeat visitors to the website can be reduced thus affecting relationship avoidance intentions which would in the long run enhance customer lifetime value for the company. Journal: The Service Industries Journal Pages: 1451-1468 Issue: 9 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.531262 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531262 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1451-1468 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Hsing Liu Author-X-Name-First: Chih-Hsing Author-X-Name-Last: Liu Author-Name: Jun-You Lin Author-X-Name-First: Jun-You Author-X-Name-Last: Lin Title: Social relationships and knowledge creation: the mediate of critical network position Abstract: The purpose of this study is to examine the roles of the two important components of intellectual capital, including social relationships and the critical network position in knowledge creation. Two regression models were used to test the hypotheses in a sample of 77 knowledge creation samples. The findings of this study contribute to the theoretical development of a conceptual model for explaining the inter-relationships among the aspects of intellectual capital and knowledge creation performance. The empirical evidence of the Sobel test, in line with Baron and Kenny's procedure, supports the process-oriented view and indicates that the network position would mediate the effects of social relationships on knowledge creation performance. Journal: The Service Industries Journal Pages: 1469-1488 Issue: 9 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531261 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531261 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1469-1488 Template-Type: ReDIF-Article 1.0 Author-Name: Abbas Keramati Author-X-Name-First: Abbas Author-X-Name-Last: Keramati Author-Name: Rose Taeb Author-X-Name-First: Rose Author-X-Name-Last: Taeb Author-Name: Arad Mousavi Larijani Author-X-Name-First: Arad Mousavi Author-X-Name-Last: Larijani Author-Name: navid Mojir Author-X-Name-First: navid Author-X-Name-Last: Mojir Title: A combinative model of behavioural and technical factors affecting ‘Mobile’-payment services adoption: an empirical study Abstract: The objective of this paper is to investigate customers' adoption of mobile payment (M-payment) services. The proposed conceptual model combines technological factors and behavioural factors of M-payment services adoption. A questionnaire is developed and 623 completed questionnaires are gathered from Iranian customers. ANOVA and MANOVA analysis are used to find out the impact of demographic and cultural characteristics on other related research factors. The overall fitness of the proposed model is tested by confirmatory factor analysis and logistic regression. It is shown that the model has a suitable fitness. The model shows that ease of use, usefulness, trust, compatibility, cost, norm, payment habit, availability of mobile phone skills, and convenience are in the suitable condition and these factors influence adoption superiorly. Journal: The Service Industries Journal Pages: 1489-1504 Issue: 9 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2011.552716 File-URL: http://hdl.handle.net/10.1080/02642069.2011.552716 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1489-1504 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Shun Wang Author-X-Name-First: Yi-Shun Author-X-Name-Last: Wang Author-Name: Shun-Cheng Wu Author-X-Name-First: Shun-Cheng Author-X-Name-Last: Wu Author-Name: Hsin-Hui Lin Author-X-Name-First: Hsin-Hui Author-X-Name-Last: Lin Author-Name: Yu-Min Wang Author-X-Name-First: Yu-Min Author-X-Name-Last: Wang Author-Name: Ting-Rong He Author-X-Name-First: Ting-Rong Author-X-Name-Last: He Title: Determinants of user adoption of web ''Automatic Teller Machines': an integrated model of 'Transaction Cost Theory' and 'Innovation Diffusion Theory' Abstract: With the initial success of the traditional Internet banking, several banks in Taiwan have been transferring their attention to implementing Web automatic teller machines (Web ATMs). Due to the multi-channel nature of online banking services and the difference in equipment requirement between the traditional Internet banking and Web ATM, users' adoption of traditional Internet banking does not promise their adoption of Web ATM. Thus, this study explores the factors influencing the usage behaviour of Web ATM by integrating the innovation diffusion theory and transaction cost theory. Data collected from 285 respondents in Taiwan are tested against the research model using discriminant analysis. The results indicate that perceived relative advantage, perceived complexity, perceived compatibility, perceived uncertainty, and perceived transaction frequency are salient determinants of user adoption of Web ATM. The findings of this study provide several important implications for Web ATM adoption research and practice. Journal: The Service Industries Journal Pages: 1505-1525 Issue: 9 Volume: 32 Year: 2010 Month: 10 X-DOI: 10.1080/02642069.2010.531271 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531271 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1505-1525 Template-Type: ReDIF-Article 1.0 Author-Name: Carmen Camarero Author-X-Name-First: Carmen Author-X-Name-Last: Camarero Author-Name: Maria Jose Garrido-Samaniego Author-X-Name-First: Maria Jose Author-X-Name-Last: Garrido-Samaniego Author-Name: Eva Vicente Author-X-Name-First: Eva Author-X-Name-Last: Vicente Title: Determinants of brand equity in cultural organizations: the case of an art exhibition Abstract: The purpose of this research is two-fold. First, to explore the factors that help to create brand equity in cultural organizations from the visitor viewpoint and second, to examine the impact of cultural brand equity on visitor satisfaction as well as on future intentions. A model of the relationships is developed and empirically tested using data collected from visitors attending <italic>The Ages of Mankind</italic> cultural exhibition in Castilla and León, Spain. In the present study, evidence is found to support the propositions that brand equity is closely linked to the particular image it conveys, to the event's recognition, the quality of the exhibitions and the cultural values it transmits. Brand equity also impacts visitor perception of the most recent exhibition, as well as future intentions to attend or even pay an admission fee. Journal: The Service Industries Journal Pages: 1527-1549 Issue: 9 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.567414 File-URL: http://hdl.handle.net/10.1080/02642069.2011.567414 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:9:p:1527-1549 Template-Type: ReDIF-Article 1.0 Author-Name: Gabriel Cepeda-Carrion Author-X-Name-First: Gabriel Author-X-Name-Last: Cepeda-Carrion Author-Name: Juan Gabriel Cegarra Navarro Author-X-Name-First: Juan Gabriel Cegarra Author-X-Name-Last: Navarro Author-Name: Eva Martinez-Caro Author-X-Name-First: Eva Author-X-Name-Last: Martinez-Caro Title: Improving the absorptive capacity through unlearning context: an empirical investigation in hospital-in-the-home units Abstract: The Spanish healthcare system has undergone important changes, particularly in the development of new homecare services. In practice, however, results have been mixed. Some homecare services have been successful, but implementation failures are common and the intended patients are frequently reluctant to use the homecare services. A possible explanation for efficiency and effectiveness gaps of services provided by hospital-in-the-home units (HHUs) may relate to the advantages and disadvantages of the knowledge processes that these units highlight as a result of their different structural properties. This study examines the impact of an unlearning (forgetting) context on the HHU's ability to challenge basic beliefs and to implement processes that are explicitly or tacitly helpful in the reception of new ideas (absorptive capacity). These relationships are examined through an empirical investigation of 54 doctors and 62 nurses belonging to 44 HHUs. The results show that the unlearning context plays a key role in managing the tension between potential absorptive capacity and realized absorptive capacity. Journal: The Service Industries Journal Pages: 1551-1570 Issue: 9 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545876 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1551-1570 Template-Type: ReDIF-Article 1.0 Author-Name: Biqing Huang Author-X-Name-First: Biqing Author-X-Name-Last: Huang Author-Name: Ting Wang Author-X-Name-First: Ting Author-X-Name-Last: Wang Author-Name: Xiao Xue Author-X-Name-First: Xiao Author-X-Name-Last: Xue Title: Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics Abstract: With the rapid growth of modern service economics and the popular adoption of web services, more and more service industries are beginning to deliver services with web service technology. One of the key issues is how the service consumer should search for services within the plentiful service repositories, and especially select a suitable and optimal service from candidates with similar features. However, most of the researches on service selection focus on the general criteria of web service, but ignore the domain-specified needs. This paper proposes a domain-specified quality of service model and an analytic hierarchy process-based service-selecting approach by integrating hierarchical clustering algorithms and fuzzy comprehensive evaluation methods. An application in logistics is given to validate the effectiveness of this approach. Journal: The Service Industries Journal Pages: 1571-1588 Issue: 9 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.551761 File-URL: http://hdl.handle.net/10.1080/02642069.2010.551761 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:9:p:1571-1588 Template-Type: ReDIF-Article 1.0 Author-Name: Gerhard Apfelthaler Author-X-Name-First: Gerhard Author-X-Name-Last: Apfelthaler Author-Name: Vlad Vaiman Author-X-Name-First: Vlad Author-X-Name-Last: Vaiman Title: Challenges and opportunities of internationalization in professional service industries Journal: The Service Industries Journal Pages: 1589-1592 Issue: 10 Volume: 32 Year: 2012 Month: 8 X-DOI: 10.1080/02642069.2012.665898 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665898 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:10:p:1589-1592 Template-Type: ReDIF-Article 1.0 Author-Name: David M. Brock Author-X-Name-First: David M. Author-X-Name-Last: Brock Title: Building global capabilities: A study of globalizing professional service firms Abstract: This paper examines how globalizing service firms can build the capabilities needed for effective international operations. Beginning with a brief review of relevant literature, it then provides theoretical bases for exploring managerial and organizational capabilities in the globalizing professional service firms (PSF). Against a backdrop of institutional theory, aspects of the resource-based view of the firm are incorporated to help understand what it may take for a firm to transfer its capabilities across national borders and across foreign intra-firm boundaries. We then consider evidence from the recent globalization of PSFs in five managerial and organizational areas in which contemporary PSFs should and do develop capabilities to improve their effectiveness in the global context. Journal: The Service Industries Journal Pages: 1593-1607 Issue: 10 Volume: 32 Year: 2011 Month: 11 X-DOI: 10.1080/02642069.2012.665894 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665894 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1593-1607 Template-Type: ReDIF-Article 1.0 Author-Name: Brynn Deprey Author-X-Name-First: Brynn Author-X-Name-Last: Deprey Author-Name: Lester Lloyd-Reason Author-X-Name-First: Lester Author-X-Name-Last: Lloyd-Reason Author-Name: Kevin I.N. Ibeh Author-X-Name-First: Kevin I.N. Author-X-Name-Last: Ibeh Title: The internationalisation of small- and medium-sized management consultancies: an exploratory study of key facilitating factors Abstract: This paper presents preliminary case-study evidence on key factors associated with the internationalisation of management consultancy small- to medium-sized enterprises (SMEs), including how these factors differ from previous aggregate evidence based mainly on manufacturing firms. It contributes by adding to the limited empirical literature on the internationalisation of service firms. The analysis results suggest the salience of four explored factors, including owner/founder's international orientation, networks and relationships, niche focus, and technology leveraging. Among the implications discussed is the need for managers of service-sector SMEs to ensure an abundance of internationalisation-friendly mindsets at the apex of their businesses. Future researchers on the internationalisation of management consultancy SMEs are urged to build on this exploratory effort using a quantitative research design approach. Journal: The Service Industries Journal Pages: 1609-1621 Issue: 10 Volume: 32 Year: 2011 Month: 12 X-DOI: 10.1080/02642069.2012.665899 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665899 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1609-1621 Template-Type: ReDIF-Article 1.0 Author-Name: Jörg Freiling Author-X-Name-First: Jörg Author-X-Name-Last: Freiling Author-Name: Roland Wassermann Author-X-Name-First: Roland Author-X-Name-Last: Wassermann Author-Name: Sven M. Laudien Author-X-Name-First: Sven M. Author-X-Name-Last: Laudien Title: The broken product chain: rapid paths of service internationalization in terms of the service-dominant logic Abstract: How does an increased importance of services influence the time pattern of launching industrial services and integrated solutions in foreign markets? When examining this question, we explain the change by making reference to the concept of service-dominant logic that suggests a move from goods-centred to service-centred value creation. The change that has occurred in the last few decades requires new value architectures, new competences and, in the case of internationalization, new organizational trajectories. The new constellation often implies an instant internationalization right from the outset, which is considered in a newly developed model. By this new line of reasoning, we employ an evolutionary approach that is based on a competence-based perspective and research on path dependence. Journal: The Service Industries Journal Pages: 1623-1635 Issue: 10 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.665900 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665900 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:10:p:1623-1635 Template-Type: ReDIF-Article 1.0 Author-Name: Vinh Nhat Lu Author-X-Name-First: Vinh Nhat Author-X-Name-Last: Lu Author-Name: Pascale G. Quester Author-X-Name-First: Pascale G. Author-X-Name-Last: Quester Author-Name: Christopher J. Medlin Author-X-Name-First: Christopher J. Author-X-Name-Last: Medlin Author-Name: Brett Scholz Author-X-Name-First: Brett Author-X-Name-Last: Scholz Title: Determinants of export success in professional business services: a qualitative study Abstract: Despite their crucial contributions to the prosperity of national economies worldwide, there is limited knowledge on the international operations of professional service firms (PSFs). The purpose of this paper is to investigate the antecedents of export success of PSFs, taking into account both firm characteristics and market characteristics. Research findings indicated that management attitude, resource commitment, and international experience and reputation significantly enhanced their export performance. However, the firms appeared to disagree on the role of firm size in fostering their success. Additionally, the performance of professional service exporters was also determined by competition intensity and actions by the host governments. Finally, export promotion efforts, in the form of export assistance by home government and support from industry-based associations, also played a significant role. Journal: The Service Industries Journal Pages: 1637-1652 Issue: 10 Volume: 32 Year: 2011 Month: 11 X-DOI: 10.1080/02642069.2012.665893 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665893 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1637-1652 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen Mark Rosenbaum Author-X-Name-First: Stephen Mark Author-X-Name-Last: Rosenbaum Author-Name: Tage Koed Madsen Author-X-Name-First: Tage Koed Author-X-Name-Last: Madsen Title: Modes of foreign entry for professional service firms in multi-partner projects Abstract: Choice of foreign entry modes is especially crucial for professional service firms because extensive knowledge-sharing with partners and clients is necessary. This is particularly pertinent for firms involved in multi-partner projects. The objective of this paper is to review the literature from this specific viewpoint and to develop propositions which may provide possible courses of action for future research. The article argues that high control entry modes will be preferred when the amount of tacit knowledge shared is high, when the service is customized and involves co-production, when external uncertainty is high, when projects are of a more temporary nature, and when partners are unfamiliar and/or large in number. Journal: The Service Industries Journal Pages: 1653-1666 Issue: 10 Volume: 32 Year: 2011 Month: 11 X-DOI: 10.1080/02642069.2012.665896 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665896 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1653-1666 Template-Type: ReDIF-Article 1.0 Author-Name: Joanna Scott-Kennel Author-X-Name-First: Joanna Author-X-Name-Last: Scott-Kennel Author-Name: Zoe von Batenburg Author-X-Name-First: Zoe Author-X-Name-Last: von Batenburg Title: The role of knowledge and learning in the internationalisation of professional service firms Abstract: This paper explores the role of knowledge and learning in the internationalisation process of a small, professional service firm. It investigates the relationship between key dimensions of knowledge, organisational learning, and knowledge leverage mechanisms and internationalisation. Our findings reveal internationalisation appears most influenced by internal, tacit knowledge. The firm's ability to learn via depth and diversity of employee's experience is moderated by the efficiency of the mechanisms that enable application of knowledge to further internationalisation. This is an interactive, iterative process that builds organisational wisdom. Journal: The Service Industries Journal Pages: 1667-1690 Issue: 10 Volume: 32 Year: 2011 Month: 12 X-DOI: 10.1080/02642069.2012.665897 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665897 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1667-1690 Template-Type: ReDIF-Article 1.0 Author-Name: Zhaleh Najafi-Tavani Author-X-Name-First: Zhaleh Author-X-Name-Last: Najafi-Tavani Author-Name: Axèle Giroud Author-X-Name-First: Axèle Author-X-Name-Last: Giroud Author-Name: Rudolf R. Sinkovics Author-X-Name-First: Rudolf R. Author-X-Name-Last: Sinkovics Title: Knowledge-intensive business services: does dual embeddedness matter? Abstract: Building on network theory, this study investigates knowledge development in subsidiaries in the knowledge-intensive business service (KIBS) sector. Foreign subsidiaries’ internal and external networks are divided into three main categories: relations with (1) the local environment (external embeddedness), (2) parent firms (subsidiary--parent firm embeddedness and autonomy), and (3) sister subsidiaries (subsidiary--subsidiary embeddedness). Hypotheses are tested using a sample of 184 subsidiaries, located in the UK, whose parent firms are based outside the UK. While our results indicate that external embeddedness, subsidiary--parent embeddedness, and autonomy are main determinants of knowledge development within KIBS multinational companies, they show no association between subsidiary--subsidiary embeddedness and knowledge development. Journal: The Service Industries Journal Pages: 1691-1705 Issue: 10 Volume: 32 Year: 2011 Month: 11 X-DOI: 10.1080/02642069.2012.665895 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665895 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:10:p:1691-1705 Template-Type: ReDIF-Article 1.0 Author-Name: Yvette Taminiau Author-X-Name-First: Yvette Author-X-Name-Last: Taminiau Author-Name: Mehdi Boussebaa Author-X-Name-First: Mehdi Author-X-Name-Last: Boussebaa Author-Name: Liselore Berghman Author-X-Name-First: Liselore Author-X-Name-Last: Berghman Title: Convergence or divergence? A comparison of informal consultant--client relationship development practices in Britain, France and Germany Abstract: A continuing debate in the field of management and organization studies is whether globalization is giving rise to universal ways of working. This study contributes to the debate by turning the attention to management consultancy work, an area of economic activity that is often said to be highly globalized. Drawing on qualitative research conducted in three nations -- Britain, France and Germany -- it explores whether and how far the informal client relationships developed by management consultants vary across countries. The findings not only reveal commonalities but also significant differences in how consultants in the three different national contexts approach issues of location, work/private life boundaries, and hierarchy in their client relationship development work. We, thus, find that despite globalization pressures, cross-national differences in management consultancy work continue to matter. Journal: The Service Industries Journal Pages: 1707-1720 Issue: 10 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.665902 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665902 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:10:p:1707-1720 Template-Type: ReDIF-Article 1.0 Author-Name: Dina M. Abdelzaher Author-X-Name-First: Dina M. Author-X-Name-Last: Abdelzaher Title: The impact of professional service firms’ expansion challenges on internationalization processes and performance Abstract: In making the distinctions in the internationalization of capital-intensive service firms (CISFs) <italic>vs</italic>. knowledge-intensive service firms (KIFs), KIFs were found to realize financial gains in earlier stages of internationalization than CISFs. Should not this make them more likely to internationalize? Still, service firms are significantly more ‘home oriented’ than manufacturing firms. This paper explains why professional service firms (PSFs), a subcategory of KIFs, are likely to follow a more cautious internationalization process and proposes a spider web-like expansion process. Then, it explains how PSFs’ characteristics of (1) clients’ dependence (2) knowledge commoditization, and (3) executives’ hubris moderate the internationalization to performance relationship. Journal: The Service Industries Journal Pages: 1721-1738 Issue: 10 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.665901 File-URL: http://hdl.handle.net/10.1080/02642069.2012.665901 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:10:p:1721-1738 Template-Type: ReDIF-Article 1.0 Author-Name: Sebastian Uhrich Author-X-Name-First: Sebastian Author-X-Name-Last: Uhrich Author-Name: Martin Benkenstein Author-X-Name-First: Martin Author-X-Name-Last: Benkenstein Title: Physical and social atmospheric effects in hedonic service consumption: customers' roles at sporting events Abstract: This study examines the comparative effects of physical and social atmospherics in a hedonic service context. This article focuses on other customers as the social factors in the service environment and distinguishes three dimensions: density, appearance, and behaviour. The main purpose of this article is to highlight the relevance of other customers as the atmospheric factors of the servicescape. The findings of our empirical study suggest that in addition to the perceived physical properties, favourable perceptions of other customers -- particularly, their behavioural patterns -- exert a strong positive influence on favourable overall affective responses. These responses, in turn, have a positive impact on customers' on-site spending and positive word-of-mouth behaviours. Journal: The Service Industries Journal Pages: 1741-1757 Issue: 11 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.556190 File-URL: http://hdl.handle.net/10.1080/02642069.2011.556190 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1741-1757 Template-Type: ReDIF-Article 1.0 Author-Name: Xiaobo Wu Author-X-Name-First: Xiaobo Author-X-Name-Last: Wu Author-Name: Haojun Zhou Author-X-Name-First: Haojun Author-X-Name-Last: Zhou Author-Name: Dong Wu Author-X-Name-First: Dong Author-X-Name-Last: Wu Title: Commitment, satisfaction, and customer loyalty: a theoretical explanation of the ‘satisfaction trap’ Abstract: This paper examines the relationship between satisfaction and customer loyalty and the moderating effects of affective and calculative commitment. The results suggest that while customer loyalty increases monotonically with the enhancement of satisfaction, the marginal effect of satisfaction on customer loyalty actually decreases. Calculative commitment positively moderates the curvilinear relationship of satisfaction and customer loyalty, i.e. enhancing calculative commitment could intensify the relationship between satisfaction and customer loyalty. Affective commitment has no significant moderating effect on the relationship of satisfaction and customer loyalty, but it can directly enhance the customer loyalty. The research findings can help us to explain the phenomenon of the ‘satisfaction trap’. Journal: The Service Industries Journal Pages: 1759-1774 Issue: 11 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.550043 File-URL: http://hdl.handle.net/10.1080/02642069.2010.550043 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:11:p:1759-1774 Template-Type: ReDIF-Article 1.0 Author-Name: Yuan-shuh Lii Author-X-Name-First: Yuan-shuh Author-X-Name-Last: Lii Author-Name: Anurag Pant Author-X-Name-First: Anurag Author-X-Name-Last: Pant Author-Name: Monle Lee Author-X-Name-First: Monle Author-X-Name-Last: Lee Title: Balancing the scales: recovering from service failures depends on the psychological distance of consumers Abstract: The purpose of this research is to enhance knowledge about service recovery by investigating the feelings of psychological distance in the relationship between customers' perceptions of service recovery efforts of the perceived justice dimensions (distributive, procedural, and interactional justice) and attitudinal responses such as satisfaction with service recovery effort and trust in the firm. The results of structural equation modelling analyses suggested that consumers who had positive justice perceptions were likely to exhibit positive attitudinal responses. Consequently, the positive attitudinal responses generated positive word-of-mouth intention about their experiences and encouraged them to continue the service. Journal: The Service Industries Journal Pages: 1775-1790 Issue: 11 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.575130 File-URL: http://hdl.handle.net/10.1080/02642069.2011.575130 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1775-1790 Template-Type: ReDIF-Article 1.0 Author-Name: Dae-seok Kang Author-X-Name-First: Dae-seok Author-X-Name-Last: Kang Author-Name: Jim Stewart Author-X-Name-First: Jim Author-X-Name-Last: Stewart Author-Name: Hayeon Kim Author-X-Name-First: Hayeon Author-X-Name-Last: Kim Author-Name: Jung-chul Lim Author-X-Name-First: Jung-chul Author-X-Name-Last: Lim Title: Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’ Abstract: This study aims to investigate the cognitive process by which perceived organizational justice and leader--member exchange (LMX) are channelized into role-prescribed and extra-role customer service behaviours. It proposes the mediating role of three forms of psychological empowerment (goal internalization, perceived competence, and perceived control) in the predictor--outcome relationship, and examines this relationship from a comparative view of the role-prescribed and extra-role behaviours. Valid and reliable self-report and supervisory evaluation measures were administered to 282 nurses in Korea. The results indicate that LMX had a significantly greater effect on extra-role behaviours than on role-prescribed behaviours, and that perceived control mediated the relationship between LMX and extra-role behaviours. In terms of justice perceptions, there was no significant comparative effect on customer service behaviours. Furthermore, perceived competence mediated the relationship only between distributive justice and role-prescribed behaviours. Journal: The Service Industries Journal Pages: 1791-1809 Issue: 11 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559540 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559540 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1791-1809 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Sara J. Nadin Author-X-Name-First: Sara J. Author-X-Name-Last: Nadin Author-Name: Jan E. Windebank Author-X-Name-First: Jan E. Author-X-Name-Last: Windebank Title: Explaining participation in the self-service economy Abstract: To explain participation in the self-service economy, competing theorisations have variously depicted participants as rational economic actors, dupes, seekers of self-identity, or simply doing so out of economic necessity or choice. To evaluate motives for self-servicing in the home improvement and maintenance sector, a survey of 120 households in an English locality is reported. This will reveal that all theorisations are valid to differing degrees, and through a process of induction, will offer a typology that combines the existing theorisations by differentiating between ‘willing’ (rational economic actors, choice, identity seeking) and ‘reluctant’ (economic and market necessity, dupes) participants in self-servicing. The outcome is a call to evaluate the broader applicability of this typology when explaining the wider self-service economy. Journal: The Service Industries Journal Pages: 1811-1822 Issue: 11 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.574284 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574284 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1811-1822 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Fang Liu Author-X-Name-First: Shu-Fang Author-X-Name-Last: Liu Author-Name: Li-Shia Huang Author-X-Name-First: Li-Shia Author-X-Name-Last: Huang Author-Name: Yu-Hsiu Chiou Author-X-Name-First: Yu-Hsiu Author-X-Name-Last: Chiou Title: An integrated attitude model of self-service technologies: evidence from online stock trading systems brokers Abstract: This study develops an integrated causal path analysis, based on both category-based affect theory and the technology acceptance model (TAM), to identify the antecedents of consumers' attitudes toward self-service technologies. Using online stock trading systems as an example (<italic>N</italic> = 267), this study employs structural equation modeling to confirm the research structure. The results reveal that consumers' attitudes toward self-service technologies depend on their attitude toward technologies and attitude toward self-services, in support of category-based affect theory. Further, computer self-efficacy and network information literacy positively influence attitude toward technologies, and both perceived ease of use and perceived usefulness positively influence attitude toward self-service technologies, which were proposed in the two theories, were also found. Therefore, this study suggests that integrated attitude model of the category-based affect and TAM can be applied to properly explain the attitude forming toward self-service technologies, and can be fruitful for future research on the diffusion of Internet-based technological systems. Journal: The Service Industries Journal Pages: 1823-1835 Issue: 11 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574695 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574695 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1823-1835 Template-Type: ReDIF-Article 1.0 Author-Name: Satu Nätti Author-X-Name-First: Satu Author-X-Name-Last: Nätti Author-Name: Teea Palo Author-X-Name-First: Teea Author-X-Name-Last: Palo Title: Key account management in business-to-business expert organisations: an exploratory study on the implementation process Abstract: Building long-term and close customer relationships is an ever-salient function in business-to-business organisations and, especially, in expert organisations where high levels of trust and close customer interaction are needed in the production of the services. A key account management (KAM) system, an organised way for managing key customers, can be a useful tool for this purpose. However, there are many factors to consider when implementing such a system in this context. The aim of this article is to describe the specific and challenging characteristics of KAM implementation in expert organisations. In particular, this article aims to describe the kinds of organisational capabilities required for KAM system implementation and what kind of KAM organisation is appropriate to dovetail with particular organisational characteristics. This study is based on a qualitative single-case study in an expert organisation constructing its KAM practices for the first time. Journal: The Service Industries Journal Pages: 1837-1852 Issue: 11 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.552975 File-URL: http://hdl.handle.net/10.1080/02642069.2011.552975 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1837-1852 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Lara Author-X-Name-First: Francisco Author-X-Name-Last: Lara Author-Name: Daniel Palacios-Marques Author-X-Name-First: Daniel Author-X-Name-Last: Palacios-Marques Author-Name: Carlos Alberto Devece Author-X-Name-First: Carlos Alberto Author-X-Name-Last: Devece Title: How to improve organisational results through knowledge management in knowledge-intensive business services Abstract: In the future, the only sustainable competitive advantage will be the creation of collective and tacit knowledge. From a strategic point of view, and also from the directive management perspective, this is the type of knowledge that adds the greatest value to an organisation. However, it has not been easy to prove that there are positive effects when investments are made in knowledge assets and firm performance. We thus study the relationship between knowledge management and both tangible and intangible organisational results (ORs). Results are tested in 122 knowledge-intensive business services, and they confirm that this relationship is direct and positive, thereby suggesting that the introduction of this management tool improves ORs. Journal: The Service Industries Journal Pages: 1853-1863 Issue: 11 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.574283 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574283 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1853-1863 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin-Hui Lin Author-X-Name-First: Hsin-Hui Author-X-Name-Last: Lin Title: The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context Abstract: The main purpose of this study is to explore the effects of multi-channel service quality on mobile customer loyalty in the context of online-and-mobile retailing. A research model is proposed based on previous service quality literature. Data collected from 102 respondents in Taiwan are tested against the research model using the partial least squares (PLS) approach. The results indicate that tangibility, responsiveness, and empathy in electronic service (e-service) affect mobile service (m-service) customer loyalty both directly and indirectly through their m-service counterparts. The findings of this study provide several important theoretical and practical implications for multi-channel retailing management. Journal: The Service Industries Journal Pages: 1865-1882 Issue: 11 Volume: 32 Year: 2011 Month: 1 X-DOI: 10.1080/02642069.2011.559541 File-URL: http://hdl.handle.net/10.1080/02642069.2011.559541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1865-1882 Template-Type: ReDIF-Article 1.0 Author-Name: June-Young Rha Author-X-Name-First: June-Young Author-X-Name-Last: Rha Title: Customer satisfaction and qualities in public service: an intermediary customer perspective Abstract: From an intermediary customer perspective, this study empirically investigates the causal relationships between service quality, relationship quality, design quality, and customer satisfaction in the public service value chain. Cross-sectional survey data were collected from social work, childcare, and healthcare services and were analyzed using structural equation modeling. It is found that all the quality dimensions are antecedents to customer satisfaction and relations between quality dimensions show distinctive patterns. The results show that relationship quality does not directly affect customer satisfaction, but can indirectly influence satisfaction through the mediation of both service and design qualities. The effect of the relationship and design qualities on customer satisfaction is stronger than that of service quality. Journal: The Service Industries Journal Pages: 1883-1900 Issue: 12 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.574274 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574274 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:12:p:1883-1900 Template-Type: ReDIF-Article 1.0 Author-Name: Robert A.W. Kok Author-X-Name-First: Robert A.W. Author-X-Name-Last: Kok Author-Name: Paul H. Driessen Author-X-Name-First: Paul H. Author-X-Name-Last: Driessen Title: Antecedents of market orientation in semi-public service organizations: a study of Dutch housing associations Abstract: The purpose of this study is to explain which factors affect the market orientation of semi-public service organizations in their transition from public to private. Change capacity and interdepartmental and organizational system factors are hypothesized to affect market orientation, which is operationalized in behavioural and cultural dimensions. Results of a survey among top-level executives of Dutch housing associations show that interdepartmental and organizational system factors have a significant effect. The most important antecedents, however, are two change capacity factors: process improvement control and top management emphasis. This suggests that change capacity is crucial for understanding market orientation in many service industries. Journal: The Service Industries Journal Pages: 1901-1921 Issue: 12 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574281 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574281 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:12:p:1901-1921 Template-Type: ReDIF-Article 1.0 Author-Name: Chen-Wei Yang Author-X-Name-First: Chen-Wei Author-X-Name-Last: Yang Author-Name: Shih-Chieh Fang Author-X-Name-First: Shih-Chieh Author-X-Name-Last: Fang Author-Name: Julia L. Lin Author-X-Name-First: Julia L. Author-X-Name-Last: Lin Title: Rethinking the theory of the hospital: a knowledge-based view Abstract: While the hospital is seen as a knowledge-intensive organization in the health services industry, it is conceptualized as an institution for integrating knowledge. This paper aims to explore the development of a knowledge-based theory of the hospital. Therefore, some concerns of the theory of the hospital from knowledge-based view (KBV) are addressed, particularly, the logic of the traditional theory of the hospital, the existence of the hospital, hospital structure, determinants of hospital boundaries, and the nature of coordination within the hospital. By integrating some of the key contributions such as the traditional theory of the hospital, KBV, the theory of the firm, and transaction cost theory, this paper is trying to make some progress in developing some key elements of a knowledge-based theory of the hospital. Journal: The Service Industries Journal Pages: 1923-1936 Issue: 12 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.545877 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:12:p:1923-1936 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Ming Arthur Luo Author-X-Name-First: Chih-Ming Arthur Author-X-Name-Last: Luo Author-Name: Hung-Fan Chang Author-X-Name-First: Hung-Fan Author-X-Name-Last: Chang Author-Name: Chi-Hung Su Author-X-Name-First: Chi-Hung Author-X-Name-Last: Su Title: ‘Balanced Scorecard’ as an operation-level strategic planning tool for service innovation Abstract: This study proposes a model for implementing the balanced scorecard (BSC) as an operation-level strategic planning tool in a medical service department for service innovation. The study involved four major units in a district hospital: the internal medicine ward, surgery ward, gynecology ward, and pediatrics ward. The results indicated that the nursing department not only had its own unique goals and tasks, but also that it was obligated to a comprehensive service system in addition to its specific caring subjects. The study is the first to shed light on the role of department-level strategic planning tool for service innovation. The results also indicated that the operation-level should design its own BSC as a strategic planning for service innovation. Journal: The Service Industries Journal Pages: 1937-1956 Issue: 12 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574273 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574273 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:12:p:1937-1956 Template-Type: ReDIF-Article 1.0 Author-Name: Ellen Alverén Author-X-Name-First: Ellen Author-X-Name-Last: Alverén Author-Name: Tommy D. Andersson Author-X-Name-First: Tommy D. Author-X-Name-Last: Andersson Author-Name: Karin Eriksson Author-X-Name-First: Karin Author-X-Name-Last: Eriksson Author-Name: Mette Sandoff Author-X-Name-First: Mette Author-X-Name-Last: Sandoff Author-Name: Wajda Wikhamn Author-X-Name-First: Wajda Author-X-Name-Last: Wikhamn Title: Seasonal employees' intention to return and do more than expected Abstract: Seasonal employment is important in the service industries. Having motivated and satisfied employees is fundamental when front-line employees play a key role for the customers' perceived service quality. Seasonal work differs from permanent employment in many aspects and if managed properly, this could be a competitive advantage and contribute to the success of an organization. This study focuses on seasonal employees' intention to return and to do more than expected at work as well as the relationships between certain motivational factors and job satisfaction. A survey was carried out at four ski resorts with 477 respondents. Correlation and regression analyses indicate that job satisfaction influences the intention to return but does not have a strong influence on organizational citizenship behaviour (i.e. doing more than expected at work). The results improve our understanding of seasonal workers' motivation and behaviour. The concluding part discusses managerial implications. Journal: The Service Industries Journal Pages: 1957-1972 Issue: 12 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574280 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574280 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:12:p:1957-1972 Template-Type: ReDIF-Article 1.0 Author-Name: Hsien-Tang Ko Author-X-Name-First: Hsien-Tang Author-X-Name-Last: Ko Author-Name: Hsi-Peng Lu Author-X-Name-First: Hsi-Peng Author-X-Name-Last: Lu Author-Name: Hueiju Yu Author-X-Name-First: Hueiju Author-X-Name-Last: Yu Title: Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study Abstract: Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customer satisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television (DTV) applications. As a result, 445 samples in Taiwan are collected and analyzed, showing different segments have different need attributes. In addition, a comparative analysis of experience-oriented customer needs for experienced and inexperienced users was applied in order to provide differentiated and continuous competitiveness during different stages of the product life cycle; then the result was used as a reference for future development of experience-oriented service functions. Journal: The Service Industries Journal Pages: 1973-1990 Issue: 12 Volume: 32 Year: 2010 Month: 11 X-DOI: 10.1080/02642069.2010.545885 File-URL: http://hdl.handle.net/10.1080/02642069.2010.545885 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:12:p:1973-1990 Template-Type: ReDIF-Article 1.0 Author-Name: Jonchi Shyu Author-X-Name-First: Jonchi Author-X-Name-Last: Shyu Author-Name: Sheng-Chieh Hung Author-X-Name-First: Sheng-Chieh Author-X-Name-Last: Hung Title: The true managerial efficiency of international tourist hotels in Taiwan: three-stage data envelopment analysis Abstract: This study uses international tourist hotels in Taiwan as samples to measure the true managerial efficiency of international tourist hotels based on the three-stage data envelopment analysis (DEA). Three operation models are tested, namely, group and non-group entities, chains and independents, and large- and small-scale entities, to explore the operation factors determining the management performance. Empirical results show that group operation is not the main determinant of operation efficiency of international tourist hotels, whereas small-scale hotels (those with rooms fewer than 300) and chain hotels have significantly superior operational efficiency. By using a three-stage DEA, the management can avoid erroneous resource distribution decisions and enhance managerial efficiency. Journal: The Service Industries Journal Pages: 1991-2004 Issue: 12 Volume: 32 Year: 2010 Month: 9 X-DOI: 10.1080/02642069.2010.531265 File-URL: http://hdl.handle.net/10.1080/02642069.2010.531265 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:12:p:1991-2004 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Ching Yang Author-X-Name-First: Chih-Ching Author-X-Name-Last: Yang Title: Service, investment, and risk management performance in commercial banks Abstract: This article characterizes the production process of commercial banks as three components: service activities, investment-related activities, and risk management activities, and assesses performance for these components, including service efficiency, investment efficiency, and risk management efficiency. With data from 36 Taiwanese commercial banks in the fiscal year 2009, we demonstrated how all the efficiency indices can be estimated. The major empirical findings are that the correlation coefficients between each pair of efficiency indices are positive, so the banks that make an effort in one activity for efficiency improvement could also inspire other activities to improve performance. The non-performing loan ratio can adversely influence efficiency. The establishment of financial holding companies can push the Taiwanese banking system to be more efficient than the privatization reform. Journal: The Service Industries Journal Pages: 2005-2025 Issue: 12 Volume: 32 Year: 2010 Month: 12 X-DOI: 10.1080/02642069.2010.551762 File-URL: http://hdl.handle.net/10.1080/02642069.2010.551762 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2010:i:12:p:2005-2025 Template-Type: ReDIF-Article 1.0 Author-Name: Lloyd C. Harris Author-X-Name-First: Lloyd C. Author-X-Name-Last: Harris Author-Name: Emmanuel Ogbonna Author-X-Name-First: Emmanuel Author-X-Name-Last: Ogbonna Title: Motives for service sabotage: an empirical study of front-line workers Abstract: Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical insights into the motives of employee sabotage in the service sector. The evidence suggests varying motives for forms of service sabotage ranging from the benign, to the recalcitrant, to the, significantly less common, malicious. The findings of the study indicate the necessity for studies of employee work-based behaviours to incorporate a more complex but more comprehensive conceptualization of employee motivations for both sabotage and resistance-related activities. Journal: The Service Industries Journal Pages: 2027-2046 Issue: 13 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.582496 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582496 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2027-2046 Template-Type: ReDIF-Article 1.0 Author-Name: Jen-Wei Cheng Author-X-Name-First: Jen-Wei Author-X-Name-Last: Cheng Author-Name: Kuo-Ming Lu Author-X-Name-First: Kuo-Ming Author-X-Name-Last: Lu Title: The role of job design and mechanism in motivating feedback-seeking behaviour in transportation service Abstract: Employee feedback-seeking behaviour is important to improve job performance and organizational effectiveness. This study investigates the mediating role of psychological meaningfulness on job design and feedback-seeking behaviour. The study draws on empirical data gathered from 681 employees in a transportation service company in Taiwan, and uses structural equation modelling to test our proposed model. Empirical results suggest that psychological meaningfulness plays a crucial and mediating role in the relationships between job enrichment, work-role fit and feedback-seeking behaviour. The implications for practitioners are to stress the role of job design and its mediating process for feedback-seeking behaviour. Journal: The Service Industries Journal Pages: 2047-2057 Issue: 13 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574278 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2047-2057 Template-Type: ReDIF-Article 1.0 Author-Name: Taegoo (Terry) Kim Author-X-Name-First: Taegoo (Terry) Author-X-Name-Last: Kim Author-Name: Gyehee Lee Author-X-Name-First: Gyehee Author-X-Name-Last: Lee Title: A modified and extended Triandis model for the enablers--process--outcomes relationship in hotel employees' knowledge sharing Abstract: The primary objective of this study is to propose and investigate the integrative model which was formulated by modifying and extending the Triandis model (TRIANM); this explores the structural relationships among knowledge-sharing enablers, process, and outcomes in hotels from a holistic perspective. The hypotheses are examined with data from 327 employees in 10 five-star hotels in Busan, Korea. Anticipated usefulness and reciprocal relationships are confirmed as the two most important enablers of employees' knowledge-sharing behaviour. Other significant enablers include facilitating conditions and social factors. New enablers, enjoyment in helping others and knowledge self-efficacy, that we have added to the TRIANM are also found to be significant. The path from knowledge-sharing behaviour to organizational innovation capability, the path from organizational innovation capability to organizational performance is found to be significant, respectively. The findings and theoretical and practical implications are then discussed. Journal: The Service Industries Journal Pages: 2059-2090 Issue: 13 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574276 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574276 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2059-2090 Template-Type: ReDIF-Article 1.0 Author-Name: Dechang Lin Author-X-Name-First: Dechang Author-X-Name-Last: Lin Author-Name: Lincoln Christopher Wood Author-X-Name-First: Lincoln Christopher Author-X-Name-Last: Wood Author-Name: Qiang Lu Author-X-Name-First: Qiang Author-X-Name-Last: Lu Title: Improving business incubator service performance in China: the role of networking resources and capabilities Abstract: This research analyses the relationships between resources and capabilities in Chinese business incubators to determine the relative importance in enhancing the service performance of incubators. A mixed-method design is used consisting of an in-depth case study and structural equation modelling based on survey data. Incubator managers are advised to invest in infrastructural and external resources and networking capabilities, which are positively correlated with performance. We find that resources relating to government policy, such as funding, may have a negative impact on incubator performance while other integrated service capabilities have little correlation with improved performance. Journal: The Service Industries Journal Pages: 2091-2114 Issue: 13 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.582498 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582498 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2091-2114 Template-Type: ReDIF-Article 1.0 Author-Name: Nouha Taifi Author-X-Name-First: Nouha Author-X-Name-Last: Taifi Author-Name: Giuseppina Passiante Author-X-Name-First: Giuseppina Author-X-Name-Last: Passiante Title: Speeding up ‘New Products and Service Development’ through strategic community creation: case of automaker after-sales services partners Abstract: This study focuses on the roles of after-sales services in the automaker innovation process and on the importance of specific structures creation to facilitate their knowledge integration in the innovation process. The analysis of an inter-organizational strategic community (SC) for new products and services development provides the creation and continuous success mechanisms and dynamics. Data were collected through interviews with the managers and the founders and a questionnaire dedicated to the members of the SC. The findings show that the most important mechanisms and dynamisms are IT-based communication, the strategic leadership of the founders, the use of a reward system as incentive to knowledge creation and sharing, and the indirect ties of the SC with other after-sales services firms. Journal: The Service Industries Journal Pages: 2115-2127 Issue: 13 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.575131 File-URL: http://hdl.handle.net/10.1080/02642069.2011.575131 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2115-2127 Template-Type: ReDIF-Article 1.0 Author-Name: Maarten Terpstra Author-X-Name-First: Maarten Author-X-Name-Last: Terpstra Author-Name: Ton Kuijlen Author-X-Name-First: Ton Author-X-Name-Last: Kuijlen Author-Name: Klaas Sijtsma Author-X-Name-First: Klaas Author-X-Name-Last: Sijtsma Title: An empirical study into the influence of customer satisfaction on customer revenues Abstract: It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time <italic>t</italic> = 0 and CR at time <italic>t</italic> > 0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data (<italic>N</italic> = 1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR. Journal: The Service Industries Journal Pages: 2129-2143 Issue: 13 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574279 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574279 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2129-2143 Template-Type: ReDIF-Article 1.0 Author-Name: Hyo Sun Jung Author-X-Name-First: Hyo Sun Author-X-Name-Last: Jung Author-Name: Hye Hyun Yoon Author-X-Name-First: Hye Hyun Author-X-Name-Last: Yoon Author-Name: Young Joong Kim Author-X-Name-First: Young Joong Author-X-Name-Last: Kim Title: Effects of culinary employees’ role stress on burnout and turnover intention in hotel industry: moderating effects on employees’ tenure Abstract: The purpose of this study is to understand interrelationships among culinary employees’ perception of role stress, burnout, and turnover intent in a deluxe hotel. A total of 316 employees in Korea participated in the study. The results showed a positive relationship between employees’ perceptions of role stress and burnout. Participants who reported a high level of burnout were more likely to leave their position. In addition, there were moderating effects related to tenure in the causal relationships between employees’ burnout and turnover intent. Limitations and future research directions are also discussed. Journal: The Service Industries Journal Pages: 2145-2165 Issue: 13 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574277 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574277 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2145-2165 Template-Type: ReDIF-Article 1.0 Author-Name: Matthias Gotsch Author-X-Name-First: Matthias Author-X-Name-Last: Gotsch Author-Name: Christiane Hipp Author-X-Name-First: Christiane Author-X-Name-Last: Hipp Title: Measurement of innovation activities in the knowledge-intensive services industry: a trademark approach Abstract: Innovation measurement in the knowledge-intensive services (KIS) industry is very complex, due to a lack of adequate innovation indicators. A rather new empirical approach involves the analysis of trademarks for the measurement. This paper aims to explore the use and relevance of trademarks for service firms. Data from the German section of the ‘Community Innovation Survey’ are used, and a survey with 278 participating firms is conducted. The results of the two independent empirical studies demonstrate that a trademark can be used as an innovation indicator, at least for knowledge-intensive business services (KIBS) and product innovations. The results also illustrate which firm-inside and environmental features explain the use of trademarks as an intellectual property protection measure. Journal: The Service Industries Journal Pages: 2167-2184 Issue: 13 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.574275 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574275 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:13:p:2167-2184 Template-Type: ReDIF-Article 1.0 Author-Name: Ramón Rufín Author-X-Name-First: Ramón Author-X-Name-Last: Rufín Author-Name: Cayetano Medina Author-X-Name-First: Cayetano Author-X-Name-Last: Medina Author-Name: Manuel Rey Author-X-Name-First: Manuel Author-X-Name-Last: Rey Title: Adjusted expectations, satisfaction and loyalty development Abstract: The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather than those expectations they may have prior to their visit. By developing structural equations, the research verifies that the use of adjusted expectations modifies the chain of causal relationships described in the cognitive--affective explanatory models for tourist satisfaction and loyalty. Journal: The Service Industries Journal Pages: 2185-2202 Issue: 14 Volume: 32 Year: 2011 Month: 5 X-DOI: 10.1080/02642069.2011.594874 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594874 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2185-2202 Template-Type: ReDIF-Article 1.0 Author-Name: Celso Augusto de Matos Author-X-Name-First: Celso Augusto Author-X-Name-Last: de Matos Author-Name: Valter Afonso Vieira Author-X-Name-First: Valter Afonso Author-X-Name-Last: Vieira Author-Name: Ricardo Teixeira Veiga Author-X-Name-First: Ricardo Teixeira Author-X-Name-Last: Veiga Title: Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors Abstract: This study investigates two features of customer satisfaction within the context of service failure and recovery: (i) the effect of perceived justice on customer satisfaction and (ii) the effect of customer satisfaction on repurchase intentions, negative word-of-mouth, and intention to complain. The study takes into account the influence of important contextual factors, including severity of failure, recovery responsiveness, attitude toward complaining, switching cost, and the relationship level. Based on a survey of 556 customers with complaints in Brazil, the results supported the influence of perceived justice on satisfaction and of satisfaction on behavioural responses. Specifically, findings revealed that perceived failure severity, attitude toward complaining, and switching costs were the more relevant contextual factors, as these were significantly associated with satisfaction, intention to complain, and negative word-of-mouth. Journal: The Service Industries Journal Pages: 2203-2217 Issue: 14 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.582497 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582497 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2203-2217 Template-Type: ReDIF-Article 1.0 Author-Name: Chun Yun Cheng Author-X-Name-First: Chun Yun Author-X-Name-Last: Cheng Title: Determinants of early entry: governance choices and syndicate networks in US venture capitals' Internet investments Abstract: This research addresses the issues of governance choices and attributes of network participants as determinants of early entry by integrating a network perspective into the strategic management literature. Our arguments are tested using data on 813 Internet portfolio companies' investments by the venture capitals (VCs), one of the most rapidly developing sectors of the financial service industry in the USA. The results provide little evidence that governance choices between sole investments and syndicate networks may affect the decision to invest in early movers in the Internet industry. Nevertheless, the attributes of VC investors in initial investments affect the likelihood of investing in early movers. The propensity for syndicate investments in early start-ups in the Internet industry increases with the presence of heterogeneous investors' attributes but decreases with the presence of homogeneous investors' attributes. Journal: The Service Industries Journal Pages: 2219-2232 Issue: 14 Volume: 32 Year: 2011 Month: 2 X-DOI: 10.1080/02642069.2011.574282 File-URL: http://hdl.handle.net/10.1080/02642069.2011.574282 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2219-2232 Template-Type: ReDIF-Article 1.0 Author-Name: Elisa Martinelli Author-X-Name-First: Elisa Author-X-Name-Last: Martinelli Author-Name: Bernardo Balboni Author-X-Name-First: Bernardo Author-X-Name-Last: Balboni Title: Retail service quality as a key activator of grocery store loyalty Abstract: This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty. Journal: The Service Industries Journal Pages: 2233-2247 Issue: 14 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.582499 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582499 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2233-2247 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiu-Hui Chang Author-X-Name-First: Hsiu-Hui Author-X-Name-Last: Chang Author-Name: Wenchang Fang Author-X-Name-First: Wenchang Author-X-Name-Last: Fang Title: The effects of shopping value on retail outcomes: a comparison between department stores and hypermarkets Abstract: Shopping in various retail formats involves both utilitarian and hedonic value. Taiwan residents shop at department stores and hypermarkets frequently, compared to other retailers. This study contrasts the differential effects of shopping value on retail outcomes in department stores and hypermarkets. The results support predicted relationships: (1) in the department store context, (a) hedonic shopping value perceived by shoppers is higher than utilitarian shopping value; (b) hedonic shopping value has a greater effect on satisfaction and word-of-mouth than utilitarian shopping value; and (2) in the hypermarket context, (a) utilitarian shopping value perceived by shoppers is higher than hedonic shopping value; (b) utilitarian shopping value has a greater effect on satisfaction and repatronage intentions than hedonic shopping value. Journal: The Service Industries Journal Pages: 2249-2263 Issue: 14 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.582494 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582494 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2249-2263 Template-Type: ReDIF-Article 1.0 Author-Name: Cristina Suárez Author-X-Name-First: Cristina Author-X-Name-Last: Suárez Author-Name: Justo De Jorge Author-X-Name-First: Justo Author-X-Name-Last: De Jorge Title: Growth and evolution of technical efficiency among entrant versus incumbent firms: the Spanish retail sector Abstract: This study investigates two objectives using a cohort approach: first, the firms' growth and, second, the technical efficiency of entrant and incumbent firms with a non-parametric approach, keeping in mind changes in the Spanish retail environment. The results obtained suggest, on the one hand, that evidence suggested by Gibrat's Law has not been fully proven. In this sense, smaller firms within their cohort membership grow faster than larger ones. On the other hand, our results indicate significant differences in the efficiency by sector. In this sense, entrant and incumbent firms shift the frontier in non-specialized and specialized sectors, respectively. Journal: The Service Industries Journal Pages: 2265-2285 Issue: 14 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.594875 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594875 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2265-2285 Template-Type: ReDIF-Article 1.0 Author-Name: Jean-Christophe Graz Author-X-Name-First: Jean-Christophe Author-X-Name-Last: Graz Author-Name: Nafi Niang Author-X-Name-First: Nafi Author-X-Name-Last: Niang Title: Connecting India: the rise of standards in service offshoring Abstract: This paper explores the role of international standards in the globalisation of the service economy. Various strands of economic analyses consider that core attributes of services affect their ability to be reliably delocalised, industrialised, and standardised. In contrast, international political economy (IPE) approaches draw attention to power configurations supporting conflicting use of standards across industries and nations. The paper examines the case of the Indian service industry in business process outsourcing to probe these opposing views. The findings suggest that standards matter in types of services conventionally identified as unlikely to be standardised, and that their use raises little conflict. An IPE perspective on service standardisation highlights, however, the importance of potential power issues likely to be included in more progressive forms of standardisation. Journal: The Service Industries Journal Pages: 2287-2305 Issue: 14 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.582493 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582493 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2287-2305 Template-Type: ReDIF-Article 1.0 Author-Name: Sahin Mehmet Gok Author-X-Name-First: Sahin Mehmet Author-X-Name-Last: Gok Author-Name: Bulent Sezen Author-X-Name-First: Bulent Author-X-Name-Last: Sezen Title: Capacity inefficiencies of teaching and non-teaching hospitals Abstract: This paper investigates capacity-based inefficiency causes and the existence of any differences between the improvement processes of teaching and non-teaching hospitals. In an effort to comparatively evaluate the inefficiency causes of hospitals in Turkey, this study uses data envelopment analysis (DEA). DEA can simultaneously assess the relationship between capacity (physical capacity and medical labor capacity) as inputs and the utilization of capacity (utilization of institution capacity for patients, utilization of physical capacity, and utilization of technological capacity) as outputs. In addition, the Malmquist productivity index (MPI) is used to analyze the patterns of efficiency change for the study years from 2001 to 2007. Several improvement suggestions have been provided to health care policy makers regarding inefficiency causes and ways of optimizing hospital efficiency. Journal: The Service Industries Journal Pages: 2307-2328 Issue: 14 Volume: 32 Year: 2011 Month: 3 X-DOI: 10.1080/02642069.2011.582495 File-URL: http://hdl.handle.net/10.1080/02642069.2011.582495 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2307-2328 Template-Type: ReDIF-Article 1.0 Author-Name: Chen-Hsien Lin Author-X-Name-First: Chen-Hsien Author-X-Name-Last: Lin Author-Name: Yung-Ho Chiu Author-X-Name-First: Yung-Ho Author-X-Name-Last: Chiu Author-Name: Chin-Wei Huang Author-X-Name-First: Chin-Wei Author-X-Name-Last: Huang Title: Assessment of technology gaps of tourist hotels in productive and service processes Abstract: This study evaluated technology gaps of productive and service processes of Taiwanese non-chain, franchised, and company-owned hotels by using a meta-frontier model to calculate the meta-technology ratio (MTR) that represents the technical difference between types. We further develop an approach, extending from the meta-frontier model, to analyze the influence of technology gaps on inefficiency. The empirical results show that the productive MTR of non-chain type is calculated as higher than chain type; the efficiency and MTR of franchised type are higher than company-owned type in both processes; and the inefficiency of non-chain hotels is primarily derived from relative operational performance. Journal: The Service Industries Journal Pages: 2329-2342 Issue: 14 Volume: 32 Year: 2011 Month: 4 X-DOI: 10.1080/02642069.2011.593170 File-URL: http://hdl.handle.net/10.1080/02642069.2011.593170 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2329-2342 Template-Type: ReDIF-Article 1.0 Author-Name: David B. Audretsch Author-X-Name-First: David B. Author-X-Name-Last: Audretsch Author-Name: Robert Blackburn Author-X-Name-First: Robert Author-X-Name-Last: Blackburn Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Title: Guest Editorial Journal: The Service Industries Journal Pages: 2343-2346 Issue: 15 Volume: 32 Year: 2012 Month: 11 X-DOI: 10.1080/02642069.2012.677835 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677835 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2343-2346 Template-Type: ReDIF-Article 1.0 Author-Name: Amadeo Fuenmayor Author-X-Name-First: Amadeo Author-X-Name-Last: Fuenmayor Author-Name: Rafael Granell Author-X-Name-First: Rafael Author-X-Name-Last: Granell Author-Name: Mª Ángeles Tortosa Author-X-Name-First: Mª Ángeles Author-X-Name-Last: Tortosa Title: Caring for older people: an analysis of the small business sector Abstract: This study aims to analyse the small business sector in Spain for institutional care. In the Autonomous Region of Valencia, this sector is represented by non‐profit institutions. Our results show that non‐profit centres easily fulfil the legal requirements, especially with regard to personnel. They are generally of high quality and receive a large amount of volunteer work and funds from donators. Small business centres show an accurate daily cost per user of up to €56.48, a substantially lower rate than those offered by large centres. Journal: The Service Industries Journal Pages: 2347-2363 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677827 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677827 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2347-2363 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Jan Windebank Author-X-Name-First: Jan Author-X-Name-Last: Windebank Author-Name: Sara Nadin Author-X-Name-First: Sara Author-X-Name-Last: Nadin Title: Barriers to outsourcing household services to small business Abstract: It is popularly assumed that the main barrier that prevents household services from being outsourced to the small business sector is household disposable income. This paper evaluates critically whether this is the case. Reporting survey results from 418 households in the UK city of Sheffield, the finding is that cost is the main barrier in just 38% of instances. Nearly two‐thirds of household services are undertaken in other ways either out of choice or due to the poor availability, quality and reliability of provision by small businesses. How these barriers to outsourcing household services might be tackled is then addressed. Journal: The Service Industries Journal Pages: 2365-2377 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677826 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677826 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2365-2377 Template-Type: ReDIF-Article 1.0 Author-Name: Raquel Puentes Author-X-Name-First: Raquel Author-X-Name-Last: Puentes Author-Name: Adoración Mozas Author-X-Name-First: Adoración Author-X-Name-Last: Mozas Author-Name: Enrique Bernal Author-X-Name-First: Enrique Author-X-Name-Last: Bernal Author-Name: Rafael Chaves Author-X-Name-First: Rafael Author-X-Name-Last: Chaves Title: E‐corporate social responsibility in small non‐profit organisations: the case of Spanish ‘Non Government Organisations’ Abstract: The image and the reputation of small NGOs have direct bearing on the capacity of these entities to retain and attract members, volunteers and donors. These attributes have been linked to the concept of Social Responsibility. Therefore, for NGOs to be socially responsible and to make this fact known is a key factor that will have a positive influence on their image and reputation and will contribute to their being recognised and to strengthening social confidence in them. This article analyses the <italic>e‐corporate social responsibility</italic> in Spanish NGOs. It shows the infra‐use that NGOs make of the Internet as an information medium to communicate their Corporate Social Responsibility (CSR) practices. In terms of transparency, this implies that the CSR transparency on their websites is very poor, although it grows as the size of the organisation increases. Journal: The Service Industries Journal Pages: 2379-2398 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677831 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677831 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2379-2398 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Fernández-Guerrero Author-X-Name-First: Rafael Author-X-Name-Last: Fernández-Guerrero Author-Name: Lorenzo Revuelto-Taboada Author-X-Name-First: Lorenzo Author-X-Name-Last: Revuelto-Taboada Author-Name: Virginia Simón-Moya Author-X-Name-First: Virginia Author-X-Name-Last: Simón-Moya Title: The business plan as a project: an evaluation of its predictive capability for business success Abstract: Although there is extensive research aimed at identifying the main success factors for new ventures, efforts directed at evaluating the real effect of the existence and quality of a business plan on a firm's survival chances have been limited. This study attempts to fill this gap by analyzing to what extent the quality of a business plan, measured according to its economic, financial and organizational viability, constitutes a good predictor of business survival; and how other variables related to the characteristics of the entrepreneur and the business can affect the predictive capability of the model under consideration. Hypotheses are tested using data collected from 2142 service firms. The results show that none of the three variables that evaluate business plan quality (economic, financial and organizational viability) seems to have a determining influence on survival chances. Adding essential characteristics related to the entrepreneur and the business (education and training, experience, kind of motivation, number of employees and start-up capital) does little to increase the model's predictive capabilities. Journal: The Service Industries Journal Pages: 2399-2420 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677830 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2399-2420 Template-Type: ReDIF-Article 1.0 Author-Name: Amparo Medal-Bartual Author-X-Name-First: Amparo Author-X-Name-Last: Medal-Bartual Author-Name: Constantino-Jose Garcia-Martin Author-X-Name-First: Constantino-Jose Author-X-Name-Last: Garcia-Martin Author-Name: Ramon Sala-Garrido Author-X-Name-First: Ramon Author-X-Name-Last: Sala-Garrido Title: Efficiency analysis of small franchise enterprises through a DEA metafrontier model Abstract: Spain has over 1000 franchises with more than 65,700 establishments in a wide range of economic sectors and a global turnover of over €19,000 million (2011). These figures confirm the importance of franchises in the Spanish economy. Consequently, an understanding of the economic and technical efficiency of franchises can help managers to optimise resources and take correct decisions. Traditional efficiency models require that the units being assessed operate with the same technology. As franchises reach many different sectors (travel agencies, catering companies, fashion firms, etc.) their relative efficiency is analysed using a non-concave metafrontier approach, which is based on data envelopment analysis. This methodology enables a comparison between different groups and takes into account any heterogeneity between the franchise firms of several sectors. Journal: The Service Industries Journal Pages: 2421-2434 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677829 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677829 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2421-2434 Template-Type: ReDIF-Article 1.0 Author-Name: Rana Mostaghel Author-X-Name-First: Rana Author-X-Name-Last: Mostaghel Author-Name: Pejvak Oghazi Author-X-Name-First: Pejvak Author-X-Name-Last: Oghazi Author-Name: Hooshang M. Beheshti Author-X-Name-First: Hooshang M. Author-X-Name-Last: Beheshti Author-Name: Magnus Hultman Author-X-Name-First: Magnus Author-X-Name-Last: Hultman Title: Adoption of enterprise systems and radio frequency identification among service firms Abstract: A promising technology for optimizing supply-chain processes is radio frequency identification (RFID). By adding functionality to previous enterprise systems, the aim is to increase transparency of information throughout the supply chain. In this paper, we present a survey of RFID implementation in Swedish service firms. The findings show that although the great majority of firms are actively working with integrated information systems, only a very small fraction have adopted RFID. Journal: The Service Industries Journal Pages: 2435-2443 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677828 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677828 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2435-2443 Template-Type: ReDIF-Article 1.0 Author-Name: M. Angeles Iniesta-Bonillo Author-X-Name-First: M. Angeles Author-X-Name-Last: Iniesta-Bonillo Author-Name: Raquel Sánchez-Fernandez Author-X-Name-First: Raquel Author-X-Name-Last: Sánchez-Fernandez Author-Name: Amparo Cervera-Taulet Author-X-Name-First: Amparo Author-X-Name-Last: Cervera-Taulet Title: Online value creation in small service businesses: the importance of experience valence and personal values Abstract: Perceived value is of great interest in current marketing research. However, in the area of Internet as a shopping channel of small businesses, there has been little analysis of customer perceived value and its determinants. This paper examines two little analysed aspects of value creation, experience valence and personal values. The analysis of data from a survey of tourism service purchase shows that experience valence, in terms of relevant information, ease of use and customer service, clearly influences perceived value after the online shopping experience. In contrast, only personal values of sense of security and sense of accomplishment influence perceived value. Journal: The Service Industries Journal Pages: 2445-2462 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677833 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677833 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2445-2462 Template-Type: ReDIF-Article 1.0 Author-Name: Pedro Carmona Author-X-Name-First: Pedro Author-X-Name-Last: Carmona Author-Name: Alexandre Momparler Author-X-Name-First: Alexandre Author-X-Name-Last: Momparler Author-Name: Clara Gieure Author-X-Name-First: Clara Author-X-Name-Last: Gieure Title: The performance of entrepreneurial small‐ and medium‐sized enterprises Abstract: Innovation is an important driver of economic growth for it leads to new products and services, enhanced quality, and lower prices. In an increasingly competitive global market, innovation turns out to be essential to secure a viable competitive position. Although there is no perfect correspondence between accounting intangible assets and innovation activities, the association between these two concepts is close enough to take investment in intangible assets as a proxy for entrepreneurship and innovation. To identify differences between innovative and non‐innovative small and medium enterprises in the service industry, both descriptive and statistical analyses are performed on financial data for the period 2007--2009. The results obtained show that, although with some exceptions, innovative firms generally have better economic and financial performance than non‐innovative companies. Journal: The Service Industries Journal Pages: 2463-2487 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677832 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677832 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2463-2487 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Akehurst Author-X-Name-First: Gary Author-X-Name-Last: Akehurst Author-Name: Enrique Simarro Author-X-Name-First: Enrique Author-X-Name-Last: Simarro Author-Name: Alicia Mas‐Tur Author-X-Name-First: Alicia Author-X-Name-Last: Mas‐Tur Title: Women entrepreneurship in small service firms: motivations, barriers and performance Abstract: This article presents an exploratory study on the characteristics of women entrepreneurs and the businesses they run in the Valencia region. Following a close look at the evolution of literature on women entrepreneurs, the study shows how different internal and external factors affect the motivation, obstacles and performance of firms created by women. These results contribute towards a better understanding of business creation by women as they provide an empirical contrast of these variables (motivation, barriers and performance). <italic>Purpose</italic>: The purpose of this paper is to examine the characteristics of women entrepreneurs and the businesses they run in the Valencia Region of Spain, in order to contribute towards a better understanding of business creation by women, and the elements of motivation, barriers and success that influence and characterize the activities of women entrepreneurs. <italic>Design/methodology/approach</italic>: A random sample of businesses with women founders, in the service sector located in the Valencia Region, were surveyed with a personalized questionnaire focusing on the factors of expansion, financing, marital and family status. <italic>Findings</italic>: The results of the exploratory research show that different internal and external factors affect the motivation, obstacles to success and performance of firms created by women. It is clear that type of financial support, demographic factors, age at which the new business venture is undertaken, use of family loans and the initial size of firm are all instrumental in subsequent business success. <italic>Research limitations/implications</italic>: The research was undertaken using a relatively small sample of firms in one region of Spain. The study needs to replicated in a range of different countries in order to further test the generality and generalizability of the substantive results. The implications centre on women entrepreneurs' motivations, business success and failure. <italic>Originality/value</italic>: This paper contributes to a better understanding of business creation by women and the factors which are instrumental in their success, together with a better understanding of the potential obstacles and barriers. Journal: The Service Industries Journal Pages: 2489-2505 Issue: 15 Volume: 32 Year: 2012 Month: 1 X-DOI: 10.1080/02642069.2012.677834 File-URL: http://hdl.handle.net/10.1080/02642069.2012.677834 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:15:p:2489-2505 Template-Type: ReDIF-Article 1.0 Author-Name: Marta Peris-Ortiz Author-X-Name-First: Marta Author-X-Name-Last: Peris-Ortiz Author-Name: Michael Willoughby Author-X-Name-First: Michael Author-X-Name-Last: Willoughby Author-Name: Carlos Rueda-Armengot Author-X-Name-First: Carlos Author-X-Name-Last: Rueda-Armengot Title: Performance in franchising: the effects of different management styles Abstract: Various theoretical approaches uphold the relevance of the relationship between the form of management and performance. Different management styles influence the relationships of agencies [Jensen, M.C. (1998). <italic>Foundations of organizational strategy</italic>. Cambridge, MA: Harvard University Press], the cost of governing transactions [Williamson, O.E. (1985). <italic>The economics institutions of capitalism: Firms, markets, relational contracting</italic>. New York, NY: Free Press], and the allocation of resources between the exploitation and exploration of activities [March, J.G. (1991). Exploration and exploitation in organizational learning. <italic>Organization Science</italic>, <italic>2</italic>(1), 71--87], and this is manifested in firm performance. In light of these assumptions, this article presents an empirical verification of the relationship between the management of franchises and their performance, examining how different styles of management on the part of franchisers over their franchisees have significant effects on the growth and profits of franchiser firms. Journal: The Service Industries Journal Pages: 2507-2525 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.594876 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2507-2525 Template-Type: ReDIF-Article 1.0 Author-Name: Jaan Masso Author-X-Name-First: Jaan Author-X-Name-Last: Masso Author-Name: Priit Vahter Author-X-Name-First: Priit Author-X-Name-Last: Vahter Title: The link between innovation and productivity in Estonia's services sector Abstract: This paper investigates how the innovation--productivity relationship differs across various sub-branches of the services sector. The Crépon, Duguet and Mairesse structural model is used, consisting of equations for innovation expenditures, innovation output, productivity and exports. The data are taken from the Community Innovation Surveys for Estonia. It is shown that innovation is associated with increased productivity. The results indicate, surprisingly, that the association between technological innovation and productivity is stronger in the less knowledge-intensive service (KIS) sectors. Non-technological innovation plays a positive role especially in KISs. An indirect channel of the effects of innovation on productivity appears to function through increased exports. Journal: The Service Industries Journal Pages: 2527-2541 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.600444 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600444 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2527-2541 Template-Type: ReDIF-Article 1.0 Author-Name: Yancy Vaillant Author-X-Name-First: Yancy Author-X-Name-Last: Vaillant Author-Name: Esteban Lafuente Author-X-Name-First: Esteban Author-X-Name-Last: Lafuente Author-Name: Christian Serarols Author-X-Name-First: Christian Author-X-Name-Last: Serarols Title: Location decisions of new ‘Knowledge Intensive Service Activity’ firms: the rural--urban divide Abstract: This paper analyses the variables that influence the decision to locate knowledge-intensive service activity firms (KISA firms, hereafter) in a rural or an urban area in Spain. The results indicate that the location decision of entrepreneurs choosing to start their KISA firms in a rural area is mainly driven by personal and location-related motivations, whereas the local economic framework is the main motivation of those entrepreneurs who have chosen an urban location for their KISA firms. This allows for important policy-making recommendations, but it also offers significant contributions for entrepreneurship and regional development researchers. Journal: The Service Industries Journal Pages: 2543-2563 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.594880 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594880 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2543-2563 Template-Type: ReDIF-Article 1.0 Author-Name: YuKyoung Kim Author-X-Name-First: YuKyoung Author-X-Name-Last: Kim Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Title: Antecedents and consequences of flight attendants' job satisfaction Abstract: Flight attendants' working conditions are harsh due to frequent night shifts, long shifts, and long sequences. This study sought to identify the antecedents and consequences of flight attendants' job satisfaction and assess the significant relationships among the study variables. Two hundred and twelve flight attendants in South Korea airlines were randomly chosen. Significant antecedents of job satisfaction were revealed to be self-efficacy and perceived benefits of organizational support. The indirect effect of emotional dissonance via burnout on job satisfaction was significant, and the significant positive effect of job satisfaction on organizational commitment was confirmed. Findings may guide employers in developing internal marketing strategies, including more effective benefit and reward systems, and career development programmes. Journal: The Service Industries Journal Pages: 2565-2584 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.593169 File-URL: http://hdl.handle.net/10.1080/02642069.2011.593169 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2565-2584 Template-Type: ReDIF-Article 1.0 Author-Name: Miguel Morales Author-X-Name-First: Miguel Author-X-Name-Last: Morales Author-Name: Riadh Ladhari Author-X-Name-First: Riadh Author-X-Name-Last: Ladhari Author-Name: Javier Reynoso Author-X-Name-First: Javier Author-X-Name-Last: Reynoso Author-Name: Rosario Toro Author-X-Name-First: Rosario Author-X-Name-Last: Toro Author-Name: Cesar Sepulveda Author-X-Name-First: Cesar Author-X-Name-Last: Sepulveda Title: An independent assessment of the unidimensionality, reliability, validity and factor structure of the LibQUAL+™ scale Abstract: This empirical study provides a thorough measurement analysis of the LibQUAL+™ scale for measuring library service quality. In particular, the study assesses the unidimensionality of the scale, the scale's psychometric properties and its factor structure. Data were gathered using a self-administered questionnaire distributed to a sample of university library users: 189 in Canada and 374 in Mexico. Using confirmatory factor analysis (CFA), the study confirms the assumption of unidimensionality in only two of the three current sub-dimensions of the scale. The results of this study also show that the LibQUAL+™ scale consists of four dimensions. The remainder of the CFA results in the study provides strong support for the general reliability and validity of the four-dimensional structure. Journal: The Service Industries Journal Pages: 2585-2605 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.593167 File-URL: http://hdl.handle.net/10.1080/02642069.2011.593167 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2585-2605 Template-Type: ReDIF-Article 1.0 Author-Name: Jeou-Shyan Horng Author-X-Name-First: Jeou-Shyan Author-X-Name-Last: Horng Author-Name: Chih-Hsing (Sam) Liu Author-X-Name-First: Chih-Hsing (Sam) Author-X-Name-Last: Liu Author-Name: Hsin-Yu Chiu Author-X-Name-First: Hsin-Yu Author-X-Name-Last: Chiu Author-Name: Chang-Yen Tsai Author-X-Name-First: Chang-Yen Author-X-Name-Last: Tsai Title: The role of international tourist perceptions of brand equity and travel intention in culinary tourism Abstract: Brand equity is becoming increasingly important, and research has started to examine the brand equity of tourist destinations. However, little research has studied the inter-relationship between the dimensions of brand equity in culinary tourism. The purpose of this study is to examine the roles of the three aspects of brand equity in culinary tourism. The Sobel test in line with Baron and Kenny's procedure was used to test the hypotheses in a sample of 407 international tourists from 10 regions. The empirical evidence supports the process-oriented view and indicates that brand loyalty could mediate the effects of brand image and perceived quality on travel intention. The findings of this study contribute to the theoretical development of a conceptual model and fill the gap in the literature. Journal: The Service Industries Journal Pages: 2607-2621 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.594879 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594879 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2607-2621 Template-Type: ReDIF-Article 1.0 Author-Name: Ramon Fuentes Author-X-Name-First: Ramon Author-X-Name-Last: Fuentes Author-Name: Alberto Alvarez-Suarez Author-X-Name-First: Alberto Author-X-Name-Last: Alvarez-Suarez Title: Productivity of travel agencies in Spain: the case of Alicante Abstract: The main objective of this study is to analyse the productivity of travel agencies located in Alicante (Spain) in order to obtain results that will complement other previous findings based on efficiency. Malmquist indices and the smoothed bootstrap method have been selected to carry out this analysis. In addition, the Mann--Whitney <italic>U</italic> test has been adopted to study the relationships between levels of productivity, ownership type, location and experience. In the light of this new perspective, the results do not present an optimistic view of the evolution of the economic activity of the agencies. Furthermore, some of the variables, such as location, have a different effect. Journal: The Service Industries Journal Pages: 2623-2640 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.596930 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596930 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2623-2640 Template-Type: ReDIF-Article 1.0 Author-Name: Fadzlan Sufian Author-X-Name-First: Fadzlan Author-X-Name-Last: Sufian Title: Globalization and financial sector's net-interest margins: do specialization and ownership make a difference? Abstract: The impact of globalization on the well-being of the economy has been widely documented in the literature. Noticeably absent is empirical evidence on the impact of globalization on financial sector's net-interest margins (NIMs). This limitation is somewhat surprising, given the fact that the financial sector remains the most important channel for savings and allocations of credit. By using the data on Malaysian financial institutions, this paper attempts to fill this demanding gap. The research has found that greater economic integration via higher trade flows, cultural proximity, and political globalization have a significant and negative influence on Malaysian financial institutions' NIMs. The impacts of personal contacts and information flows seem to work in favour of Malaysian financial institutions. During the period under study, the researchers found that liberalization (restrictions) of the capital account exerts a negative (positive) influence on Malaysian financial institutions' NIMs. However, the impacts are not uniform across financial institutions of different specializations and ownership structures. Journal: The Service Industries Journal Pages: 2641-2675 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.594877 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2641-2675 Template-Type: ReDIF-Article 1.0 Author-Name: Richard Connell Author-X-Name-First: Richard Author-X-Name-Last: Connell Author-Name: Tatiana Zalan Author-X-Name-First: Tatiana Author-X-Name-Last: Zalan Title: Should management consultants charge clients on a contingency basis for merger and acquisition work? Abstract: Management consulting firms frequently assist their clients by providing merger and acquisition advice on a contingency basis. Drawing on a field study of acquisition decisions, the paper describes the common rationale for such behaviour and the pitfalls to which it may lead. These pitfalls include, among others, a loss of revenue that could be available from charging fees and a degradation of client relationships. The research also specifies factors that consultants should take into account both in their own and client organisations when deciding whether to propose to charge clients fees or a percentage of the value of transactions that may or may not materialise. Journal: The Service Industries Journal Pages: 2677-2689 Issue: 16 Volume: 32 Year: 2012 Month: 12 X-DOI: 10.1080/02642069.2011.593168 File-URL: http://hdl.handle.net/10.1080/02642069.2011.593168 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2677-2689 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Title: Editorial Journal: The Service Industries Journal Pages: 1-5 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2013.746844 File-URL: http://hdl.handle.net/10.1080/02642069.2013.746844 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:1-5 Template-Type: ReDIF-Article 1.0 Author-Name: Hyo Sun Jung Author-X-Name-First: Hyo Sun Author-X-Name-Last: Jung Author-Name: Hye Hyun Yoon Author-X-Name-First: Hye Hyun Author-X-Name-Last: Yoon Title: The effects of organizational service orientation on person--organization fit and turnover intent Abstract: The purpose of this study is to understand interrelationship among organizational service orientation, person--organization fit, and turnover intent in a deluxe hotel. The study involved 311 Korean employees. The results showed a positive relationship between organizational service orientation and employees' person--organization fit. Participants who reported a high level of service orientation were more likely to be appropriate fits for their organization. In addition, person--organization fit was negatively associated with employees' intention to leave the organization. Limitations and future research directions are also discussed. Journal: The Service Industries Journal Pages: 7-29 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.596932 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:7-29 Template-Type: ReDIF-Article 1.0 Author-Name: Riyad Eid Author-X-Name-First: Riyad Author-X-Name-Last: Eid Author-Name: Hatem El-Gohary Author-X-Name-First: Hatem Author-X-Name-Last: El-Gohary Title: The impact of E-marketing use on small business enterprises' marketing success Abstract: Small business enterprises (SBEs) are considered to be the economic engine leading to worldwide economic development. They have attracted substantial consideration from researchers, academics and practitioners in the last three decades. Meanwhile, E-marketing (EM) has emerged as one of the key drivers in sustaining an organisation's competitive advantage. Yet, there is a lack of systematic empirical evidence regarding marketing activities that are affected by the use of EM in the (SBEs) context, and their consequent performance outcomes. Therefore, the purpose of this paper is to examine the impact of EM use by SBEs on marketing success and to develop and test a conceptual model of the antecedents and consequences of EM use by SBEs. The conceptual framework consists of the following constructs: EM budget, EM tools, pre-sales activities, after-sales activities, marketing performance and marketing effectiveness. Moreover, 12 hypotheses were developed and tested. Exploratory and confirmatory factor analyses were used to test the validity of measures, while structural equation modelling was used in hypotheses testing. Data were collected from 114 SBEs who had used different EM tools. Findings reveal that the use of EM tools has a positive influence on SBEs pre-sales activities, after-sales activities, marketing performance and marketing effectiveness. The results of this study have major implications for the marketing domain, as they stress the central role of marketing people in the successful implementation of EM in SBEs. Journal: The Service Industries Journal Pages: 31-50 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.594878 File-URL: http://hdl.handle.net/10.1080/02642069.2011.594878 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:31-50 Template-Type: ReDIF-Article 1.0 Author-Name: Shunzhong Liu Author-X-Name-First: Shunzhong Author-X-Name-Last: Liu Title: The role of service innovativeness in the relationship between market orientation and innovative performance: moderator or mediator? Abstract: This paper makes an empirical investigation into the influence of service innovativeness on the relationship between market orientation and innovative performance, first as a moderator with specified interaction effects, and secondly as a mediator in the path from market orientation to innovative performance. A sample of 169 new service development (NSD) projects in Chinese knowledge-intensive business service firms provides the data for an empirical test of these issues. The results indicate that service innovativeness does not play a moderating role in the relationship between market orientation and innovative performance, but a mediating role in this relationship. For NSD, project, innovativeness is only a temporary trait. The impact of market orientation is to spur innovativeness, which, in turn, affects innovative performance. Journal: The Service Industries Journal Pages: 51-71 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.596931 File-URL: http://hdl.handle.net/10.1080/02642069.2011.596931 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:51-71 Template-Type: ReDIF-Article 1.0 Author-Name: Carlos F. Gomes Author-X-Name-First: Carlos F. Author-X-Name-Last: Gomes Author-Name: Mahmoud M. Yasin Author-X-Name-First: Mahmoud M. Author-X-Name-Last: Yasin Title: An assessment of performance-related practices in service operational settings: measures and utilization patterns Abstract: The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years. Journal: The Service Industries Journal Pages: 73-97 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.600441 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600441 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:73-97 Template-Type: ReDIF-Article 1.0 Author-Name: Sanna Nenonen Author-X-Name-First: Sanna Author-X-Name-Last: Nenonen Title: An operational model of safety management for service providers in manufacturing industry Abstract: Service providers encounter problems in trying to meet safety requirements set by legislation and multiple customers. This article introduces an operational model for service providers to promote and ease the management of safety. The model guides providers organising safety management within their own company and at customers' worksites, and encourages utilising good safety performance as an asset. The operational model is constructed by paying attention to the relevant legislation, encountered safety management problems, contributory factors of accidents, and the needs of organisations operating in manufacturing. According to the user reviews, the model's novel way of combining theoretical information, legal requirements, practical examples and tools, and a particular service provider viewpoint is a beneficial approach to the introduction of safety management. Journal: The Service Industries Journal Pages: 99-114 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.600442 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600442 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:99-114 Template-Type: ReDIF-Article 1.0 Author-Name: Lily Shui-Lien Chen Author-X-Name-First: Lily Shui-Lien Author-X-Name-Last: Chen Title: Consumer-based leisure constraint for online gaming Abstract: The purpose of this study is to develop a multidimensional measure of consumer-based leisure constraint for online game play and to assess its psychometric properties. An empirical model of player constraint in online games provides the foundation to understanding and assessing how players differ from one another (such as high gamers/low gamers and high gamers/non-gamers) and how constraints on play relate to frequency of use. In the current study, an exploratory factor analysis was used to extract the common factors, and confirmatory factor analysis was used to create an empirical model of players' perception of constraint and to reveal its underlying structure. The analysis revealed six dimensions of constraint. The relationship between perception of constraint and frequency of use is also presented. Journal: The Service Industries Journal Pages: 115-132 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.600443 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600443 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:115-132 Template-Type: ReDIF-Article 1.0 Author-Name: Hulisi Öğüt Author-X-Name-First: Hulisi Author-X-Name-Last: Öğüt Title: Factors affecting professionals' selection in high and low-value online service procurements Abstract: In this paper, the aim is to determine the factors that lead to selection of freelancers in the procurement of professional service. The results reveal that higher bidder rating and higher number of bidder rating increases the likelihood of winning the auction while higher bid and higher delivery time of low-value project decreases the likelihood of winning the auction. Furthermore, higher rating, higher relative time of delivery and higher bid is more important for clients of low-value projects while higher number of rating is more important for clients of high-value projects. It is also found that higher bidder rating, higher number of bidder rating and higher relative time of delivery increases the winning bid amount while higher competition decreases it. Journal: The Service Industries Journal Pages: 133-149 Issue: 1 Volume: 33 Year: 2013 Month: 1 X-DOI: 10.1080/02642069.2011.600445 File-URL: http://hdl.handle.net/10.1080/02642069.2011.600445 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:1:p:133-149 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Wood Author-X-Name-First: Steve Author-X-Name-Last: Wood Author-Name: Jonathan Reynolds Author-X-Name-First: Jonathan Author-X-Name-Last: Reynolds Title: Knowledge management, organisational learning and memory in UK retail network planning Abstract: The forecasting of sales from potential store development opportunities is typically supported by quantitative modelling techniques, which vary in their sophistication and practical application between retail firms. While previous research suggests analysts reach outcomes by blending modelled knowledge with intuition and experience, how this occurs in practice is only partially understood. By adopting a qualitative methodology, involving interviews with experts, this paper makes an incremental contribution to the literature by detailing how tacit knowledge is synthesised with modelled, codified knowledge to affect the decision making of senior management in UK-based retail firms. Analysis can also extend to post-opening reviews that offer the opportunity to improve local marketing and product ranging, and from which key lessons can be drawn for subsequent forecasting. Efforts are made by many large retailers to retain expertise and develop institutional ‘memory’ by codifying tacit knowledge, though these processes often rely upon the expertise embedded within broader intra- and extra- firm social networks. Success, therefore, appears to comprise structured, but flexible forecasting routines alongside a focus on learning, continuity and communication within analyst teams. Journal: The Service Industries Journal Pages: 150-170 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.614340 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614340 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:150-170 Template-Type: ReDIF-Article 1.0 Author-Name: Michela Mari Author-X-Name-First: Michela Author-X-Name-Last: Mari Author-Name: Sara Poggesi Author-X-Name-First: Sara Author-X-Name-Last: Poggesi Title: Servicescape cues and customer behavior: a systematic literature review and research agenda Abstract: Although management scholars have devoted considerable effort to researching the effects of servicescapes [Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. <italic>Journal of Marketing</italic>, <italic>56</italic>(2), 57--71] on customer behavior, we still lack an up-to-date systematization of both theoretical and empirical findings. This paper aims at filling the gap with a systematic literature review based on rigorous criteria. In reviewing the 188 selected papers, attention has been devoted to an in-depth analysis of new research paths on the topic. Our research findings contribute to a deep understanding of the link between customer behaviors and new ways of interpreting specific features of the servicescape. We believe these implications are valuable for both managers and scholars. Journal: The Service Industries Journal Pages: 171-199 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.613934 File-URL: http://hdl.handle.net/10.1080/02642069.2011.613934 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:171-199 Template-Type: ReDIF-Article 1.0 Author-Name: Wieslaw Urban Author-X-Name-First: Wieslaw Author-X-Name-Last: Urban Title: Perceived quality versus quality of processes: a meta concept of service quality measurement Abstract: Service quality measurement methods are mostly focused on customer perception. There is a lack of method, combining organisational quality with perceived customer quality. This study proposes a measurement concept focusing equally on both of the above-mentioned factors. For validating this approach, experimental measurements were conducted in five service companies. The gathered feedback allowed the acceptance of the proposed concept. This is not a strictly defined method, but a measurement scheme which is supplemented by a set of known measurement techniques. The proposal constitutes extending the integrated measurement of service quality, which facilitates a deeper understanding of relationships between processes and customer perceptions. Journal: The Service Industries Journal Pages: 200-217 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.614337 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614337 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:200-217 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Fang Lin Author-X-Name-First: Yi-Fang Author-X-Name-Last: Lin Author-Name: Ruey Huei Yeh Author-X-Name-First: Ruey Huei Author-X-Name-Last: Yeh Author-Name: Hsiu-Chen Lin Author-X-Name-First: Hsiu-Chen Author-X-Name-Last: Lin Author-Name: Gino K. Yang Author-X-Name-First: Gino K. Author-X-Name-Last: Yang Author-Name: Chyn-Yng Yang Author-X-Name-First: Chyn-Yng Author-X-Name-Last: Yang Title: Pricing policies for services by facilities with Weibull lifetimes Abstract: To make good profits, pricing is a competitive weapon of service firms. This paper is concerned with pricing strategies for services with substantial facility maintenance costs. To address the problem, a mathematical framework that incorporates service demand and facility deterioration is proposed. The facility and customers constitute a service system driven by Poisson arrivals and exponential service times. The most common log-linear customer demand and Weibull-distributed facility lifetime are also adopted. By examining the linkage between customer demand and facility deterioration in profit model, pricing policies of the service are investigated. Then analytical conditions of customer demand and facility lifetime are derived to achieve a unique optimal pricing policy. Finally, numerical examples are presented to illustrate the effects of parameter variations on the optimal pricing policy. Journal: The Service Industries Journal Pages: 218-235 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.613935 File-URL: http://hdl.handle.net/10.1080/02642069.2011.613935 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:218-235 Template-Type: ReDIF-Article 1.0 Author-Name: Carley Foster Author-X-Name-First: Carley Author-X-Name-Last: Foster Author-Name: Sheilagh Resnick Author-X-Name-First: Sheilagh Author-X-Name-Last: Resnick Title: Service worker appearance and the retail service encounter: the influence of gender and age Abstract: This study explores how the age and gender of service workers influence customers' perceptions of the retail service encounter in a health and beauty retailer. An analysis of qualitative interviews with 40 customers and 20 service workers suggests that customers seek reassurance in the service encounter by ‘matching’ and ‘mirroring’ the age and gender of customer-facing staff with their expectations of who should deliver appropriate service during the retail service encounter. These non-verbal cues, as a way of assessing the credibility of the service provider, are particularly important when customers are involved in high-involvement purchase occasions. Journal: The Service Industries Journal Pages: 236-247 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.614341 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614341 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:236-247 Template-Type: ReDIF-Article 1.0 Author-Name: Hyun-Joo Lee Author-X-Name-First: Hyun-Joo Author-X-Name-Last: Lee Author-Name: Ann Fairhurst Author-X-Name-First: Ann Author-X-Name-Last: Fairhurst Author-Name: Hyeon Jeong Cho Author-X-Name-First: Hyeon Jeong Author-X-Name-Last: Cho Title: Gender differences in consumer evaluations of service quality: self-service kiosks in retail Abstract: This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined. Journal: The Service Industries Journal Pages: 248-265 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.614346 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614346 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:248-265 Template-Type: ReDIF-Article 1.0 Author-Name: Cristina Bernad Author-X-Name-First: Cristina Author-X-Name-Last: Bernad Author-Name: Lucio Fuentelsaz Author-X-Name-First: Lucio Author-X-Name-Last: Fuentelsaz Author-Name: Jaime Gomez Author-X-Name-First: Jaime Author-X-Name-Last: Gomez Title: The consequences of mergers on the profitability of Spanish savings banks Abstract: Mergers and acquisitions (M&A) have been frequently justified in terms of value creation or efficiency improvements. Nevertheless, the evidence is not consistent with the existence of benefits in terms of profitability or market value of the firms involved. A distinguishing feature of extant research is that it focuses on the assessment of the consequences of mergers around the time in which the operation takes place, limiting the possibility of observing a complete integration between the merged firms. In this context, the objective of this paper is to evaluate the effects of M&A on the long-run profitability of Spanish savings banks. Journal: The Service Industries Journal Pages: 266-278 Issue: 2 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2011.601295 File-URL: http://hdl.handle.net/10.1080/02642069.2011.601295 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:2:p:266-278 Template-Type: ReDIF-Article 1.0 Author-Name: Walter Ganz Author-X-Name-First: Walter Author-X-Name-Last: Ganz Author-Name: Inka C. Moerschel Author-X-Name-First: Inka C. Author-X-Name-Last: Moerschel Author-Name: Alexander Schletz Author-X-Name-First: Alexander Author-X-Name-Last: Schletz Author-Name: Florian Kicherer Author-X-Name-First: Florian Author-X-Name-Last: Kicherer Title: Productivity of services NextGen: beyond output/input Journal: The Service Industries Journal Pages: 279-281 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.755517 File-URL: http://hdl.handle.net/10.1080/02642069.2013.755517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:279-281 Template-Type: ReDIF-Article 1.0 Author-Name: Faridah Djellal Author-X-Name-First: Faridah Author-X-Name-Last: Djellal Author-Name: Faïz Gallouj Author-X-Name-First: Faïz Author-X-Name-Last: Gallouj Title: The productivity challenge in services: measurement and strategic perspectives Abstract: The concept of productivity is at the heart of economic theory, management science and operational management of firms and organizations. Despite the theoretical and operational importance of this concept, in recent years, its absolutism has been challenged. Services are often at the heart of this critical debate. Both conceptually and methodologically, services are indeed a major challenge to the concept of productivity. The objective of this paper is to review issues raised by services and their relationships with productivity, from two different but related perspectives: (1) a theoretical and methodological perspective focused on the problems involved in defining and measuring productivity, and (2) a strategic perspective focused on identifying generic productivity and performance strategies in service firms and organizations. Journal: The Service Industries Journal Pages: 282-299 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747519 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747519 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:282-299 Template-Type: ReDIF-Article 1.0 Author-Name: Mario Rapaccini Author-X-Name-First: Mario Author-X-Name-Last: Rapaccini Author-Name: Nicola Saccani Author-X-Name-First: Nicola Author-X-Name-Last: Saccani Author-Name: Giuditta Pezzotta Author-X-Name-First: Giuditta Author-X-Name-Last: Pezzotta Author-Name: Thomas Burger Author-X-Name-First: Thomas Author-X-Name-Last: Burger Author-Name: Walter Ganz Author-X-Name-First: Walter Author-X-Name-Last: Ganz Title: Service development in product-service systems: a maturity model Abstract: The paper proposes a model for assessing the maturity of new service development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale on which key elements are evaluated according to the following dimensions: (1) the approach used to manage processes and projects (2) the use of specific resources, skills and tools (3) the involvement of customers, suppliers and other stakeholders and (4) the adoption of performance management systems. An empirical application of the model was carried out based on an inter-company workshop and in-depth interviews. Such a model allows not only to describe the maturity of NSD processes of a company but also to identify the main gaps and to prioritize improvement actions. Journal: The Service Industries Journal Pages: 300-319 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747513 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:300-319 Template-Type: ReDIF-Article 1.0 Author-Name: William Beyers Author-X-Name-First: William Author-X-Name-Last: Beyers Title: Not beyond output--input: evidence on service productivity change from input--output models Abstract: This paper utilizes data from a series of seven regional input--output models for Washington State to document labor productivity change from 1963 through 2002. The paper documents broad contours of structural change in the Washington State economy, and changes in the level of labor needed to deliver a constant level of final demand, given changes in interindustry structure and labor requirements. The paper also decomposes changes in the level of labor demand due to productivity change, technical input--output relations, and changes in final demand. Service industries are found to be prominent sources of labor productivity improvement. Journal: The Service Industries Journal Pages: 320-336 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747515 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747515 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:320-336 Template-Type: ReDIF-Article 1.0 Author-Name: Marcella Ehbauer Author-X-Name-First: Marcella Author-X-Name-Last: Ehbauer Author-Name: Ronja Gresel Author-X-Name-First: Ronja Author-X-Name-Last: Gresel Title: Measuring and managing service performance of luxury stores: development of a balanced scorecard Abstract: Customer satisfaction through service excellence has long been a neglected topic in luxury stores. Today, however, luxury firms need to differentiate themselves at the point of sale by reinventing and restructuring their service offers. An optimal and brand-consistent service performance can only be ensured by a structured management approach. This paper aims at developing a balanced scorecard for the optimal management of the service in luxury fashion stores. The findings are drawn from literature analysis and are empirically validated by semi-structured interviews with German and Swiss industry experts of global luxury brands. The presented scorecard builds the first scholarly performance management tool that is adapted to the particularities of the luxury market. Journal: The Service Industries Journal Pages: 337-351 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747517 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:337-351 Template-Type: ReDIF-Article 1.0 Author-Name: Jari Kuusisto Author-X-Name-First: Jari Author-X-Name-Last: Kuusisto Author-Name: Arja Kuusisto Author-X-Name-First: Arja Author-X-Name-Last: Kuusisto Author-Name: Pirjo Yli-Viitala Author-X-Name-First: Pirjo Author-X-Name-Last: Yli-Viitala Title: Service development tools in action Abstract: Service innovation is a key to productivity gains and competitiveness across industries. This paper presents two management tools that can assist businesses in developing a more systematic and effective service development process. Both of these tools focus on making optimal use of customer and user inputs during the service innovation process. They assist businesses in finding effective ways to integrate customers and users into a service development process and in working together with them during this new service development. Latest research has provided a starting point for the development of these management tools. Their practical applications have been developed together with businesses in connection with their ongoing service development projects. This has provided an effective way to test and validate research-based concepts and reference processes. Journal: The Service Industries Journal Pages: 352-365 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747520 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747520 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:352-365 Template-Type: ReDIF-Article 1.0 Author-Name: Sabine Janeschek Author-X-Name-First: Sabine Author-X-Name-Last: Janeschek Author-Name: Peter Hottum Author-X-Name-First: Peter Author-X-Name-Last: Hottum Author-Name: Florian Kicherer Author-X-Name-First: Florian Author-X-Name-Last: Kicherer Author-Name: Bernd Bienzeisler Author-X-Name-First: Bernd Author-X-Name-Last: Bienzeisler Title: The dynamics of service productivity and value creation: a service life cycle perspective Abstract: Due to the complexity of service productivity, the extant research on the topic is scarce. Hence, there is a need for additional studies on the interdependencies of service productivity and value co-creation as well as on the development of a service life cycle model and its impact on service productivity. This paper addresses these research gaps by analysing how services should be engineered and managed to increase service productivity. It also addresses the interaction effects during the service delivery phase and the co-creation of value between service providers and customers. Case studies which were conducted in machinery industry settings evidence the applicability of the conceptual service life cycle model and demonstrate how to measure, manage and optimise service productivity in dynamic systems. The findings show that it is crucial to analyse value co-creation throughout the service process in order to increase and measure service productivity. It is also essential to consider the characteristics of the service life cycle on service productivity. Finally, implications for service companies are discussed. Journal: The Service Industries Journal Pages: 366-377 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747518 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747518 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:366-377 Template-Type: ReDIF-Article 1.0 Author-Name: Sabine Biege Author-X-Name-First: Sabine Author-X-Name-Last: Biege Author-Name: Gunter Lay Author-X-Name-First: Gunter Author-X-Name-Last: Lay Author-Name: Christoph Zanker Author-X-Name-First: Christoph Author-X-Name-Last: Zanker Author-Name: Thomas Schmall Author-X-Name-First: Thomas Author-X-Name-Last: Schmall Title: Challenges of measuring service productivity in innovative, knowledge-intensive business services Abstract: The productivity of services has recently become an intensively researched topic, but the measurement concepts developed up to now are very abstract and aimed at services in general. In this paper, a catalogue of requirements to measure and control the productivity of innovative, knowledge-intensive business services (KIBS) will be developed. Existing concepts of measuring productivity in services will be assessed based on these requirements. Strengths and weaknesses of the concepts will be identified and serve as a basis for developing a productivity-measurement concept for innovative and KIBS in further research. Journal: The Service Industries Journal Pages: 378-391 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747514 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747514 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:378-391 Template-Type: ReDIF-Article 1.0 Author-Name: Cristina Castro-Lucas Author-X-Name-First: Cristina Author-X-Name-Last: Castro-Lucas Author-Name: Mbaye Fall Diallo Author-X-Name-First: Mbaye Fall Author-X-Name-Last: Diallo Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Title: Do innovators perform abroad? Findings from two producer's service sectors Abstract: This research explores the relationship between service innovation and international development in producers' service firms. A theoretical model explaining how firms achieve international performance is tested using the partial least-squares (PLS) method. Data are obtained from a specific survey answered by 51 French top managers of internationalised business service firms. The result shows that service innovation plays a significant role in international performance but far less than international experience and even less than the mastery of Information and Communication Technology. International competence of the firm's personnel also enhances innovative behaviour. In this sample, these two kinds of skill seem to be the best drivers towards international performance. Journal: The Service Industries Journal Pages: 392-408 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.755173 File-URL: http://hdl.handle.net/10.1080/02642069.2013.755173 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:392-408 Template-Type: ReDIF-Article 1.0 Author-Name: Andreas Zolnowski Author-X-Name-First: Andreas Author-X-Name-Last: Zolnowski Author-Name: Martin Semmann Author-X-Name-First: Martin Author-X-Name-Last: Semmann Author-Name: Sharif Amrou Author-X-Name-First: Sharif Author-X-Name-Last: Amrou Author-Name: Tilo Böhmann Author-X-Name-First: Tilo Author-X-Name-Last: Böhmann Title: Identifying opportunities for service productivity improvement using a business model lens Abstract: Identifying potential productivity improvements in highly co-created services is a challenge for practitioners and researchers alike. In our contribution, we focus on corporate education services that are designed and delivered in close collaboration between service providers and service customers. We demonstrate how adopting a business-model lens facilitates the search for productivity improvements in this setting. In our discussion, we use a business-model-based approach to derive ideas for productivity improvement. Afterwards we derive implications for future research on improving the productivity of highly co-created services. Journal: The Service Industries Journal Pages: 409-425 Issue: 3-4 Volume: 33 Year: 2013 Month: 2 X-DOI: 10.1080/02642069.2013.747516 File-URL: http://hdl.handle.net/10.1080/02642069.2013.747516 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:409-425 Template-Type: ReDIF-Article 1.0 Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Title: The role of entrepreneurial orientation in service firms: empirical evidence from Austria Abstract: Entrepreneurial behaviour is becoming increasingly important for all firms, regardless of size, age, or industry sector. It is increasingly seen as one of the most important drivers for economic growth and corporate success. Nevertheless, no empirical research has so far concentrated on the role of entrepreneurial behaviour in service firms, although the service sector has become the most important (and the only growing) industry sector. This article therefore investigates the relationship between entrepreneurial orientation (EO) and corporate performance on the basis of an empirical survey of 310 service firms in Austria. Here, a significant positive relationship between EO and corporate performance could be identified, with a clear emphasis on innovative behaviour as the most important sub-dimension. Journal: The Service Industries Journal Pages: 427-444 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.622373 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622373 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:427-444 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiang Ling Chen Author-X-Name-First: Hsiang Ling Author-X-Name-Last: Chen Author-Name: Chun-Hui Hsu Author-X-Name-First: Chun-Hui Author-X-Name-Last: Hsu Title: Entrepreneurial orientation and firm performance in non-profit service organizations: contingent effect of market orientation Abstract: Prior research indicates that an inverted U-shaped relationship exists between entrepreneurial orientation (EO) and firm performance. This study argues that the inverted U-shaped relationship may depend on the level of market orientation (MO). A moderated hierarchical regression based on a sample of 307 non-profit service organizations reveals that an inverted U-shaped relationship exists between each sub-dimension of EO and performance. However, these relationships do not exist for each sub-dimension of MO. When both market intelligence generation and responsiveness are high, the relationship between innovativeness and performance will be in a linear form. Under the condition of high-market intelligence responsiveness, the higher proactiveness will lead to a higher performance level. These findings will better our understanding of the relationship between EO and firm performance. Journal: The Service Industries Journal Pages: 445-466 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.622372 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622372 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:445-466 Template-Type: ReDIF-Article 1.0 Author-Name: Shuling Liao Author-X-Name-First: Shuling Author-X-Name-Last: Liao Author-Name: Colin C. Cheng Author-X-Name-First: Colin C. Author-X-Name-Last: Cheng Title: Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution Abstract: The purpose of this study is to examine how, when a self-service innovation fails, customers evaluate different levels of brand equity and how the brand equity effect is moderated by consumer attribution and service recovery. Based on two experimental studies, the results indicate that high-equity brands suffer less from the adverse effects of self-service innovation failures when compared with low-equity brands. However, self-service innovation failures are more detrimental to high-equity brands if they are caused by service providers' internal factors as well as low service recovery. Journal: The Service Industries Journal Pages: 467-485 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.614339 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614339 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:467-485 Template-Type: ReDIF-Article 1.0 Author-Name: Paavo Ritala Author-X-Name-First: Paavo Author-X-Name-Last: Ritala Author-Name: Maarit Hyötylä Author-X-Name-First: Maarit Author-X-Name-Last: Hyötylä Author-Name: Kirsimarja Blomqvist Author-X-Name-First: Kirsimarja Author-X-Name-Last: Blomqvist Author-Name: Miia Kosonen Author-X-Name-First: Miia Author-X-Name-Last: Kosonen Title: Key capabilities in knowledge-intensive service business Abstract: The purpose of this study is to identify key capabilities in knowledge-intensive service business. Current service research lacks evidence on this topic, since knowledge-intensive services constitute a very heterogeneous group, making the identification of key capabilities challenging. To bridge this gap, a conceptual framework is developed, integrating discussion on knowledge intensity with the classical service features. Empirical data are collected from two case firms with the help of focus groups, theme interviews and a survey. Based on the developed framework and analyzed data, we identify four specific capability categories of knowledge management, service productization, project management, and relationship orchestration. Journal: The Service Industries Journal Pages: 486-500 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.623774 File-URL: http://hdl.handle.net/10.1080/02642069.2011.623774 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:486-500 Template-Type: ReDIF-Article 1.0 Author-Name: P. J. Colen Author-X-Name-First: P. J. Author-X-Name-Last: Colen Author-Name: M. R. Lambrecht Author-X-Name-First: M. R. Author-X-Name-Last: Lambrecht Title: Product service systems: exploring operational practices Abstract: Increasingly, original equipment manufacturers (OEMs) are offering integrated solutions of products and services (product service systems (PSS)). To be successful in a service strategy, the OEM has to be able to provide services at a lower cost than the do-it-yourself alternative of the customer. We identify five service operations guidelines to achieve operational excellence in the field of PSS. The guidelines are based on a structured return-on-invested-capital analysis in collaboration with an OEM in the compressed air and generator industry (due to confidentiality reasons the OEM is referred to as AirGen). Each of the guidelines is cascaded into operational practices. Journal: The Service Industries Journal Pages: 501-515 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.614344 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614344 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:501-515 Template-Type: ReDIF-Article 1.0 Author-Name: Aleksandra Živaljević Author-X-Name-First: Aleksandra Author-X-Name-Last: Živaljević Author-Name: Živko Mitrović Author-X-Name-First: Živko Author-X-Name-Last: Mitrović Author-Name: Maja Petković Author-X-Name-First: Maja Author-X-Name-Last: Petković Title: Conceptual and mathematical model for quality improvement in health care Abstract: Numerous studies have shown that implemented models for quality assurance or improvement in healthcare facilities differ, even those models that are based on the same guidelines, i.e. standards, regulations or concepts. The cause of diversity in implemented quality models could be found in the process of translating guidelines into the implemented model for quality assurance or improvements in healthcare facilities, while neglecting processes of healthcare facilities that are not clinical processes, but still responsible for the quality of healthcare services. Therefore, this research recommends a conceptual model that should be a link between guidelines, implemented models and mathematical models derived from the conceptual model, which could provide a means of evaluating quality values of any part of the healthcare organization. Journal: The Service Industries Journal Pages: 516-541 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.622368 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622368 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:516-541 Template-Type: ReDIF-Article 1.0 Author-Name: Chui-Hua Liu Author-X-Name-First: Chui-Hua Author-X-Name-Last: Liu Author-Name: Gwo-Hshiung Tzeng Author-X-Name-First: Gwo-Hshiung Author-X-Name-Last: Tzeng Author-Name: Ming-Huei Lee Author-X-Name-First: Ming-Huei Author-X-Name-Last: Lee Title: Strategies for improving cruise product sales using hybrid ‘multiple criteria decision making’ models Abstract: As airlines have shifted to decommission policies, selling cruise products has become a growing trend in the travel industry. However, few studies have discussed this issue or proposed strategies to help improve sales for travel agencies. The purpose of this study is to address this problem, using the novel method of hybrid multiple criteria decision making, including decision making trial and evaluation laboratory (DEMATEL), the DEMATEL-based analytic network process and VIKOR (VlseKriterijumska Optimizacija I Kompromisno Resenje), to present optimal improvement models, which are superior in identifying both an influential network and a priority sequence of dimensions/criteria related to selling cruises. The findings provide useful schemes for decision makers according to the priorities of influential weightings from high to low or the sequence of gap values to aspired level from low to high. Journal: The Service Industries Journal Pages: 542-563 Issue: 5 Volume: 33 Year: 2013 Month: 4 X-DOI: 10.1080/02642069.2011.614342 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614342 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:5:p:542-563 Template-Type: ReDIF-Article 1.0 Author-Name: Anne Marianne Seck Author-X-Name-First: Anne Marianne Author-X-Name-Last: Seck Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Title: Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction Abstract: This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer. Journal: The Service Industries Journal Pages: 565-579 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.622370 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:565-579 Template-Type: ReDIF-Article 1.0 Author-Name: Manuel Guisado-González Author-X-Name-First: Manuel Author-X-Name-Last: Guisado-González Author-Name: Manuel Guisado-Tato Author-X-Name-First: Manuel Author-X-Name-Last: Guisado-Tato Author-Name: Ángeles Sandoval-Pérez Author-X-Name-First: Ángeles Author-X-Name-Last: Sandoval-Pérez Title: Determinants of innovation performance in Spanish hospitality companies: analysis of the coexistence of innovation strategies Abstract: The present study attempts to determine the influence of different sources of technological knowledge on the innovation performance of hospitality companies in Spain (Europe) and analyze the degree of coexistence between innovation strategies in the companies. The paper considers a number of ways of incorporating technology and evaluates the impact of different innovation strategies on innovative performance in hospitality companies, in order to assess the importance of each in the Spanish hospitality industry. Employing data from the 2000 Survey on Technological Innovation, two databases were built with information on the Spanish hospitality industry. The first includes all hospitality companies and the second only companies engaged in innovation activities. With the second database, an analysis of the coexistence of innovation strategies is done by means of seven logit regressions. The results show that the innovation strategies that coexist most frequently are, first, the acquisition of external technology services and research and development cooperation, and second, the acquisition of machinery and non-material technologies. Additionally, the influence of different innovation strategies on companies' innovation performance is analyzed by means of a two-step logit model applied to both databases. The findings suggest that only the acquisition of machinery has a statistically significant impact on innovation performance. However, contrary to expectations, the influence appears to be negative. Journal: The Service Industries Journal Pages: 580-593 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.614343 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614343 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:580-593 Template-Type: ReDIF-Article 1.0 Author-Name: Efthimios Poulis Author-X-Name-First: Efthimios Author-X-Name-Last: Poulis Author-Name: Konstantinos Poulis Author-X-Name-First: Konstantinos Author-X-Name-Last: Poulis Author-Name: Lawrence Dooley Author-X-Name-First: Lawrence Author-X-Name-Last: Dooley Title: ‘Information communication technology’ innovation in a non-high technology sector: achieving competitive advantage in the shipping industry Abstract: The global marketplace is resulting in an ever-increasing networked and digitalised landscape where organisations compete as integrated supply chains. This paper explores the impact that the digital networked environment has on the traditional shipping services industry. The research contribution has four aspects: (1) most research efforts focus on high technology sectors; this research emphasises the need for information communication technology (ICT) adoption in a non-high technology sector; (2) the research highlights the importance of ICT in achieving competitive advantage in the complex environment of shipping; (3) complexity principles are applied to the discussion on ICT; and (4) the link between ICT and the development of dynamic capabilities is created. Journal: The Service Industries Journal Pages: 594-608 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.623776 File-URL: http://hdl.handle.net/10.1080/02642069.2011.623776 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:594-608 Template-Type: ReDIF-Article 1.0 Author-Name: Kai-Ying Chen Author-X-Name-First: Kai-Ying Author-X-Name-Last: Chen Author-Name: Meng-Lin Chang Author-X-Name-First: Meng-Lin Author-X-Name-Last: Chang Title: User acceptance of ‘near field communication’ mobile phone service: an investigation based on the ‘unified theory of acceptance and use of technology’ model Abstract: Near-field communication (NFC) is a technology with service applications that include location-based service, mobile payment, peer gaming, and targeted advertising. Using the unified theory of acceptance and use of technology model, this study explores the factors that affect consumer acceptance of mobile phones with built-in NFC capability. The results indicate that Effort Expectancy has a positive effect on Performance Expectancy. Also, Performance Expectancy and Social Influence have a positive effect on Attitude Toward Use of Technology, but Anxiety has a negative effect on it. Finally, Attitude Toward Use of Technology is more significant than Facilitating Conditions in affecting Behavioral Intention. Journal: The Service Industries Journal Pages: 609-623 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.622369 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:609-623 Template-Type: ReDIF-Article 1.0 Author-Name: Hsuan-Lien Chu Author-X-Name-First: Hsuan-Lien Author-X-Name-Last: Chu Author-Name: Chia-Yu Chiang Author-X-Name-First: Chia-Yu Author-X-Name-Last: Chiang Title: The effects of strategic hospital alliances on hospital efficiency Abstract: This study examines the effects of strategic alliances on the efficiency of hospitals controlled by the Department of Health in Taiwan. Overall, it is found that the efficiency of the hospitals improved after they formed strategic hospital alliances (SHAs). The results also indicate that smaller hospitals located in competitive areas are more efficient, as exemplified by shorter patient stays, higher occupancy rates, and lower mortality rates. Based on Taiwan's experience, it is inferred that SHAs do improve the performance of the participating hospitals. It is hoped that the results of this study will encourage health policy officials and healthcare organizations in other countries to consider implementing similar strategies for their hospitals. Journal: The Service Industries Journal Pages: 624-635 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.622367 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622367 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:624-635 Template-Type: ReDIF-Article 1.0 Author-Name: Ian Chaston Author-X-Name-First: Ian Author-X-Name-Last: Chaston Title: Independent financial advisors: open innovation and business performance Abstract: The purpose of this paper is to examine the behaviour of small independent financial advisors (IFAs) in terms of their involvement in networks and open innovation. A mail survey of small IFAs was undertaken utilising previously validated scales to assess business performance in relation to networking and open innovation. Results indicate that IFAs involvement in networks and open innovation can assist business performance. The managerial implications are that IFAs and other financial services organisation sector firms may be able to achieve higher sales growth by participating in networks and engaging in open innovation. This paper provides an original empirical assessment of possible strategies to enhance sales growth in small financial service sector firms facing volatile market conditions. Journal: The Service Industries Journal Pages: 636-651 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.622371 File-URL: http://hdl.handle.net/10.1080/02642069.2011.622371 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:636-651 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Ching Yang Author-X-Name-First: Chih-Ching Author-X-Name-Last: Yang Author-Name: Su-Fen Yang Author-X-Name-First: Su-Fen Author-X-Name-Last: Yang Title: Optimal variable sample size and sampling interval ‘mean squared error’ chart Abstract: The deployment of statistical process control in the service process is a prominent global phenomenon in recent years. In this paper, we proposed the optimal variable sample size and sampling interval (VSSI) mean square error (MSE) control chart to monitor the difference between the process mean and the target value and the process variation shifts, and its performance is measured by the average time to signal. From data analyses, we found the optimal VSSI MSE chart that performs better than the specific VSSI and the optimal variable sampling interval and the fixed parameters MSE charts. An example was given to illustrate this new proposed approach. Journal: The Service Industries Journal Pages: 652-665 Issue: 6 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2011.614345 File-URL: http://hdl.handle.net/10.1080/02642069.2011.614345 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:6:p:652-665 Template-Type: ReDIF-Article 1.0 Author-Name: Gary Castrogiovanni Author-X-Name-First: Gary Author-X-Name-Last: Castrogiovanni Author-Name: Gary P. Akehurst Author-X-Name-First: Gary P. Author-X-Name-Last: Akehurst Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Title: Guest Editorial Journal: The Service Industries Journal Pages: 667-670 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740472 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740472 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:667-670 Template-Type: ReDIF-Article 1.0 Author-Name: Helena Alves Author-X-Name-First: Helena Author-X-Name-Last: Alves Title: Co-creation and innovation in public services Abstract: Public-sector services feature some very specific characteristics that frequently prove to be obstacles to innovation. This article therefore discusses how co-creation, within a Service-Dominant (S-D) logic, may contribute to innovation in these organisations and overcome the challenges posed by scarce resources and a multiplicity of clients and objectives and maintain citizen consensus around these activities. This discussion is backed up by examples drawn from the United Nations awards made annually for the best public-sector practices and innovations. Journal: The Service Industries Journal Pages: 671-682 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740468 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740468 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:671-682 Template-Type: ReDIF-Article 1.0 Author-Name: Víctor M. González-Sánchez Author-X-Name-First: Víctor M. Author-X-Name-Last: González-Sánchez Title: ‘Information and Communication Technologies’ and entrepreneurial activity: drivers of economic growth in Europe Abstract: Innovation and entrepreneurial activities have become increasingly important elements for economic growth and are also decisive factors in a country's level of development. As regards the scope of this work, the European region as a whole occupies the top positions in most of the technological indicators. Entrepreneurial activity plays a significant role for the economy of a country owing, among other matters, to its effects on the labour market and economic growth. Apart from fomenting job creation, the presence of entrepreneurs may be related to the structure and performance of a country's economy. The main purpose of this work is to analyse what relationship exists between technological availability and the presence of entrepreneurs in European countries. Journal: The Service Industries Journal Pages: 683-693 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740466 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:683-693 Template-Type: ReDIF-Article 1.0 Author-Name: Lourdes Cauzo Bottala Author-X-Name-First: Lourdes Author-X-Name-Last: Cauzo Bottala Author-Name: María Ángeles Revilla Camacho Author-X-Name-First: María Ángeles Author-X-Name-Last: Revilla Camacho Title: A qualitative and longitudinal analysis of market orientation Abstract: This work analyzes the dynamic effect of market orientation (MO) on organizational performance, both in the long term and in the short term. The performance was measured by the sales growth and profitability. The methodology used is innovative as it quantifies the MO with a qualitative technique: content analysis. Data from the Spanish banking sector between 2005 and 2007 are the basis of a longitudinal study. The results indicate that the banks that develop an MO approach maintain this approach over time. On the other hand, MO does not seem to have a direct effect on profitability, but does affect the long-term sales growth. Journal: The Service Industries Journal Pages: 694-704 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740465 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740465 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:694-704 Template-Type: ReDIF-Article 1.0 Author-Name: Rosalind Jones Author-X-Name-First: Rosalind Author-X-Name-Last: Jones Author-Name: Mari Suoranta Author-X-Name-First: Mari Author-X-Name-Last: Suoranta Author-Name: Jennifer Rowley Author-X-Name-First: Jennifer Author-X-Name-Last: Rowley Title: Entrepreneurial marketing: a comparative study Abstract: This paper uses a comparative study to explore entrepreneurial marketing orientation in small software technology firms, in relation to firm growth. Entrepreneurial Marketing (EM) acknowledges the interface between entrepreneurship, marketing and innovation and, pursuance of customer value. Researchers acknowledge that firms adopting other strategic orientations combined with a market orientation are more likely to outperform their competitors. Currently, there are few comparative studies of knowledge-intensive technology firms and no comparative cross-country studies, which consider firm growth and orientation from the EM perspective. This paper addresses these issues by using an entrepreneurial marketing orientation qualitative framework that consists of 15 dimensions, which allow investigation of entrepreneur and employee activities, attitudes and behaviors in such firms. Using a UK and US sample of firms, this research enables assessment of how and why entrepreneurial marketing orientation may lead to sustainable growth for firms in challenging markets and provides a comparison in two different country contexts. Journal: The Service Industries Journal Pages: 705-719 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740470 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740470 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:705-719 Template-Type: ReDIF-Article 1.0 Author-Name: Carlos Devece Author-X-Name-First: Carlos Author-X-Name-Last: Devece Title: The value of business managers' ‘Information Technology’ competence Abstract: This study analyses the role of general managers and their competence in information technologies (ITs) in the integration of these technologies in knowledge-intensive businesses. From a resource-based view, it assesses the effect of managers' IT knowledge and vision on information management in their organizations. It focuses on two knowledge industries: telecommunication and biotechnology, with a final sample of 122 firms. Structural equations are used to assess the data. The findings show that the role of managers goes further than supporting and championing ITs. They are direct key actors in the IT--business integration. For this reason, managers should understand IT potential and information system management in order to combine this knowledge with their unique strategic vision of the business, foreseeing opportunities and needs. Journal: The Service Industries Journal Pages: 720-733 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740463 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740463 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:720-733 Template-Type: ReDIF-Article 1.0 Author-Name: João J.M. Ferreira Author-X-Name-First: João J.M. Author-X-Name-Last: Ferreira Author-Name: Mário L. Raposo Author-X-Name-First: Mário L. Author-X-Name-Last: Raposo Author-Name: Cristina I. Fernandes Author-X-Name-First: Cristina I. Author-X-Name-Last: Fernandes Title: Does innovativeness of knowledge-intensive business services differ from other industries? Abstract: This article seeks to determine whether the innovative capabilities of knowledge-intensive business services (KIBS) do actually differ from other industries through comparing the innovation capacities and financial performance of KIBS with firms operating in other sectors (non-KIBS). Based upon a 1000-firm sample, the results of our estimated econometric model demonstrate that non-KIBS firms are in possession of significantly greater innovation capacities than KIBS firms. These differences were observed across factors such as organisational process innovation, the launch of already existing products in new markets, branding and new product designs. Nevertheless, as regards the actual importance attributed to product/service innovation, KIBS firms place a greater comparative importance on innovation in comparison with their non-KIBS peers. In addition, the empirical evidences display a significantly different range of effects of innovation capacities on financial performance and concludes that non-KIBS firms turn in better comparative performances than specialist KIBS firms. Journal: The Service Industries Journal Pages: 734-748 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740462 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740462 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:734-748 Template-Type: ReDIF-Article 1.0 Author-Name: Pilar Tejada Author-X-Name-First: Pilar Author-X-Name-Last: Tejada Author-Name: Pilar Moreno Author-X-Name-First: Pilar Author-X-Name-Last: Moreno Title: Patterns of innovation in tourism ‘Small and Medium-size Enterprises’ Abstract: This study aims to explore the different types of tourism innovation and to display distinctive innovation patterns by tourism small business. In particular, the purpose of this paper is to identify those non-technological factors of innovation that are specifically applicable to tourism small and medium enterprises (SMEs). Following a quantitative research approach, the empirical analysis carries out a logistic regression in order to determine the best predictors for different types of innovation. Data set consists on a survey conducted among 125 Andalusian hotel SMEs. Although the results indicate that the diverse categories of innovation -- product, process, marketing and organizational -- are explained by different sets of variables, it is possible to outline the results related to a number of firm's characteristics, such as dependency on tour-operator, geographic localization or co-operation. Journal: The Service Industries Journal Pages: 749-758 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740469 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740469 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:749-758 Template-Type: ReDIF-Article 1.0 Author-Name: Jose Luis Galdon Author-X-Name-First: Jose Luis Author-X-Name-Last: Galdon Author-Name: Fernando Garrigos Author-X-Name-First: Fernando Author-X-Name-Last: Garrigos Author-Name: Ignacio Gil-Pechuan Author-X-Name-First: Ignacio Author-X-Name-Last: Gil-Pechuan Title: Leakage, entrepreneurship, and satisfaction in hospitality Abstract: Tourism is a very important tool for economic development. However, its economic effects are mainly conditioned by the level of leakage. This work defines leakage, provides an original evaluation of the entrepreneurial environment in showing that it is the one with the lowest level of leakage, and creates a new framework. It also measures leakage in an innovative way using a quantitative approach. In addition, the paper explores and shows how leakage can affect critical business factors, such as customer and employee satisfaction. The empirical study uses structural equations and data from hotels in the Valencian Region (Spain) to show how important leakage is in making businesses more competitive. The results confirm the new model and are of interest for company managers and public organizations. Journal: The Service Industries Journal Pages: 759-773 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740464 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740464 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:759-773 Template-Type: ReDIF-Article 1.0 Author-Name: Fredrik Hacklin Author-X-Name-First: Fredrik Author-X-Name-Last: Hacklin Author-Name: Martin W. Wallin Author-X-Name-First: Martin W. Author-X-Name-Last: Wallin Title: Convergence and interdisciplinarity in innovation management: a review, critique, and future directions Abstract: Knowledge integration in the interstices between different disciplinary fields is becoming a critical challenge to innovation management. As disciplines converge into new hybrid fields, such as information and communication technology or nano-biotechnology, it ultimately creates winners and losers, be they new firms that displace incumbents or individual scientists better positioned to reap rewards from new targeted grants. While received literature recognizes the importance of interdisciplinarity, little is known about its theoretical and conceptual antecedents. To meet this challenge, we first review and critique the literature on interdisciplinarity from a knowledge-based perspective, and, second, identify challenges for innovation management and formulate implications for further research. In particular, we outline how individual and team-level heterogeneity should be addressed. By adopting such a micro-level perspective, innovation management can embrace heterogeneity and effectively unlock the true value of interdisciplinary knowledge. Journal: The Service Industries Journal Pages: 774-788 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740471 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740471 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:774-788 Template-Type: ReDIF-Article 1.0 Author-Name: Amparo Baviera-Puig Author-X-Name-First: Amparo Author-X-Name-Last: Baviera-Puig Author-Name: Norat Roig-Tierno Author-X-Name-First: Norat Author-X-Name-Last: Roig-Tierno Author-Name: Juan Buitrago-Vera Author-X-Name-First: Juan Author-X-Name-Last: Buitrago-Vera Author-Name: Francisco Mas-Verdu Author-X-Name-First: Francisco Author-X-Name-Last: Mas-Verdu Title: Comparing trade areas of technology centres using ‘Geographical Information Systems’ Abstract: Advances in geographical information systems have contributed to location and marketing design strategies on the part of retailers. The techniques used in this field are based on delimiting trade areas and spatial analysis. The same approach is applied in this study to technology centres, which are considered as suppliers of knowledge-intensive services to their associated firms. The research objective focuses on analysing the spatial distribution of firms associated with two technology centres from different sectors. The results indicate that firms associated with a technology centre present spatial patterns that are similar to those observed in retailing, while significant differences were also found between the two technology centres used for the study. Journal: The Service Industries Journal Pages: 789-801 Issue: 7-8 Volume: 33 Year: 2013 Month: 5 X-DOI: 10.1080/02642069.2013.740467 File-URL: http://hdl.handle.net/10.1080/02642069.2013.740467 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:7-8:p:789-801 Template-Type: ReDIF-Article 1.0 Author-Name: Vítor da Conceição Gonçalves Author-X-Name-First: Vítor da Conceição Author-X-Name-Last: Gonçalves Author-Name: Jesús Ruiz-Garcia Author-X-Name-First: Jesús Author-X-Name-Last: Ruiz-Garcia Title: GUEST EDITORIAL Journal: The Service Industries Journal Pages: 803-805 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719894 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719894 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:803-805 Template-Type: ReDIF-Article 1.0 Author-Name: Jaume Argerich Author-X-Name-First: Jaume Author-X-Name-Last: Argerich Author-Name: Esther Hormiga Author-X-Name-First: Esther Author-X-Name-Last: Hormiga Author-Name: Jaume Valls-Pasola Author-X-Name-First: Jaume Author-X-Name-Last: Valls-Pasola Title: Financial services support for entrepreneurial projects: key issues in the business angels investment decision process Abstract: The objective of this paper is to provide knowledge about the determinants of success in the screening phase of the investment process and to demonstrate its relationship with success in obtaining capital from business angels (BA). This research sets out to achieve this objective by analyzing the impact that the evaluation of the business opportunity, the managing team and the presentation have on success in the screening phase. To do this, the research proposes four main hypotheses that are tested on 215 projects presented at a BA's network. The data for the analysis are extracted both from the BA and from the entrepreneurs. The results show that the evaluation of the presentation is the most important factor that influences success in the screening phase, followed by the evaluation of the business opportunity. Journal: The Service Industries Journal Pages: 806-819 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719891 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719891 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:806-819 Template-Type: ReDIF-Article 1.0 Author-Name: Jose Enrique Vila Author-X-Name-First: Jose Enrique Author-X-Name-Last: Vila Author-Name: Mariel Fornoni Author-X-Name-First: Mariel Author-X-Name-Last: Fornoni Author-Name: Daniel Palacios Author-X-Name-First: Daniel Author-X-Name-Last: Palacios Title: Multidimensional social capital in new ventures Abstract: This paper analyzes and provides empirical evidence on how three different dimensions of social capital (structural, relational, and resources) have a direct causal relation on the performance of financial service start-ups. To this end, a structural equation model is estimated and validated from a database, including information from 142 Argentinean entrepreneurs who answered a questionnaire specifically designed for this research. The main finding of the paper is that the main source of value of social capital for an entrepreneur is the existence of high-quality links. Moreover, the quality of the entrepreneur's links is even more important than their quantity. This conclusion has relevant managerial and policy implications, since it suggests that entrepreneurs must focus their efforts not so much on increasing their number of contacts, but on establishing, developing, and enhancing a small number of high-quality links. Journal: The Service Industries Journal Pages: 820-832 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719892 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719892 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:820-832 Template-Type: ReDIF-Article 1.0 Author-Name: Tiffany Hui-Kuang Yu Author-X-Name-First: Tiffany Hui-Kuang Author-X-Name-Last: Yu Author-Name: Kun-Huang Huarng Author-X-Name-First: Kun-Huang Author-X-Name-Last: Huarng Title: Entrepreneurial firms' wealth creation via forecasting Abstract: Wealth creation is critical to the performance of entrepreneurial firms. The two major issues that entrepreneurial firms face are as to when to issue the initial public offering (IPO) and how to invest in the stock market. Stock market forecasting can facilitate the provision of financial services for entrepreneurial firms in relation to both issues. Hence, this study proposes a novel neural network multivariate model to forecast stock markets. The proposed model can assist in deciding the timing of an IPO for the entrepreneurial firms and when to invest in the stock market. Journal: The Service Industries Journal Pages: 833-845 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719893 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719893 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:833-845 Template-Type: ReDIF-Article 1.0 Author-Name: Irene Sanz-Mendiola Author-X-Name-First: Irene Author-X-Name-Last: Sanz-Mendiola Author-Name: Angel Garcia-Beltran Author-X-Name-First: Angel Author-X-Name-Last: Garcia-Beltran Author-Name: Rosa María González Tirados Author-X-Name-First: Rosa María Author-X-Name-Last: González Tirados Title: Evaluation and implementation of social responsibility Abstract: This work sets out an innovative methodology that aims to facilitate the implementation and continuous improvement of social responsibility. It is a methodology that takes account of strategic-economic, social and environmental questions and allows measuring the impact of each of these aspects on the stakeholders and on each of the value areas. It can be extrapolated to all kinds of organisations regardless of their size and sector and admits scalable models. A marked feature that sets it aside from other methodologies is that it eliminates subjectivity from the qualitative aspects and introduces an algorithm to quantify them. Journal: The Service Industries Journal Pages: 846-858 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719890 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719890 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:846-858 Template-Type: ReDIF-Article 1.0 Author-Name: Pablo Cortés Author-X-Name-First: Pablo Author-X-Name-Last: Cortés Author-Name: Luis Onieva Author-X-Name-First: Luis Author-X-Name-Last: Onieva Author-Name: José Guadix Author-X-Name-First: José Author-X-Name-Last: Guadix Author-Name: Jesús Muñuzuri Author-X-Name-First: Jesús Author-X-Name-Last: Muñuzuri Title: Designing fixed-income securities investment portfolios under different scenarios Abstract: The management of fixed-income securities investment portfolios enjoys a long tradition in the capital markets. This paper analyses robust optimisation models as efficient tools for risk management of fixed-income securities. The study includes the analysis of scenario-based optimisation models applied to the portfolio selection and on the basis of indeterminate initial endowment. A detailed analysis is made for a case study involving the composition of fixed-income investment portfolios, which is solved using robust scenario-based optimisation models. Finally, a sensitivity analysis is carried out for different scenarios occurring for each of the models. Journal: The Service Industries Journal Pages: 859-875 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719885 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719885 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:859-875 Template-Type: ReDIF-Article 1.0 Author-Name: Ramón Rufín Author-X-Name-First: Ramón Author-X-Name-Last: Rufín Author-Name: Cayetano Medina Author-X-Name-First: Cayetano Author-X-Name-Last: Medina Author-Name: Manuel Rey Author-X-Name-First: Manuel Author-X-Name-Last: Rey Title: Building trust and commitment to blogs Abstract: Building trust and commitment among a local politician's blog visitors may lead them to revisit the blog, to recommend it, or to give preference to the blog above all others. This study analyzes the role of different variables in building trust and commitment in online environments. In order to do so, it extends the behavior of the relationship quality model to the realm of political blogs, including two additional variables that can have an effect on building trust and commitment: attachment and distrust. After applying the model to a sample of political representatives operating at a local level in Spain, we were able to confirm the behavior of relationship quality, observing that satisfaction and commitment are both related directly to and mediated by trust. We were also able to confirm the significant impact of attachment on satisfaction and commitment, whereas we found no significant relationship between attachment and trust or between distrust and commitment. To further expand our knowledge of the variables included in the model, we also analyzed the relationships between trusting beliefs and the components of self-determination theory as antecedents of trust, distrust, and attachment. Journal: The Service Industries Journal Pages: 876-891 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719886 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719886 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:876-891 Template-Type: ReDIF-Article 1.0 Author-Name: Pei-Chun Lin Author-X-Name-First: Pei-Chun Author-X-Name-Last: Lin Author-Name: Zhou-Hern Lin Author-X-Name-First: Zhou-Hern Author-X-Name-Last: Lin Title: Buying impulse triggered by digital media Abstract: This study applies Beatty and Elizabeth Ferrell's impulse buying model to investigate consumers' buying impulses after receiving digital media promotions for limited-time-only sale for services. The influences of consumers' positive affect and impulse buying tendency on their felt urge to buy impulsively were explored. Questionnaires were utilized to survey consumers and structural equation modeling was adopted to explore the causal relationship among the constructs. The results indicated that consumers generate more positive affect if they perceive less time pressure or more money available. The results also revealed the direct effect of consumer positive affect and impulse buying tendency on their felt urge to buy impulsively. The study verifies the successful application of the impulse buying model to the promotion of services through digital media. Journal: The Service Industries Journal Pages: 892-908 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719887 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719887 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:892-908 Template-Type: ReDIF-Article 1.0 Author-Name: Reyes Gonzalez Author-X-Name-First: Reyes Author-X-Name-Last: Gonzalez Author-Name: Juan Llopis Author-X-Name-First: Juan Author-X-Name-Last: Llopis Author-Name: Jose Gasco Author-X-Name-First: Jose Author-X-Name-Last: Gasco Title: Information technology outsourcing in financial services Abstract: Regulatory pressures and strong competitiveness, as well as the need to control costs and remain up to date with information technologies have turned outsourcing into a basic tool at the disposal of financial entities. Our paper has as its aim to show the peculiarities of information technology outsourcing in the financial services industry, additionally suggesting a decision framework which can help firms minimise risks. Journal: The Service Industries Journal Pages: 909-924 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719888 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719888 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:909-924 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Muñoz-Leiva Author-X-Name-First: Francisco Author-X-Name-Last: Muñoz-Leiva Author-Name: Juan Sánchez-Fernández Author-X-Name-First: Juan Author-X-Name-Last: Sánchez-Fernández Author-Name: Francisco J. Liébana-Cabanillas Author-X-Name-First: Francisco J. Author-X-Name-Last: Liébana-Cabanillas Author-Name: Myriam Martínez-Fiestas Author-X-Name-First: Myriam Author-X-Name-Last: Martínez-Fiestas Title: Detecting salient themes in financial marketing research from 1961 to 2010 Abstract: The present paper analyses research in the social science subfield of financial marketing research (FMR). We apply a bibliometric approach, using co-word analysis combined with performance analysis and science mapping, to detect and visualise conceptual subdomains and identify the most prominent themes. The thematic networks extracted show the associations between the main concepts treated by the FMR community, thus allowing us to examine its intellectual structure over the last 50 years (1961-2010). The findings are combined with the trends identified through a review of the corpus of manuscripts analysed and a temporal analysis. This longitudinal approach provides a snapshot of the thematic evolution of financial services research and predicts where such research could lead. Journal: The Service Industries Journal Pages: 925-940 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719884 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719884 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:925-940 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Min Chen Author-X-Name-First: Yi-Min Author-X-Name-Last: Chen Author-Name: Feng-Jyh Lin Author-X-Name-First: Feng-Jyh Author-X-Name-Last: Lin Title: Do financially innovative futures matter? Abstract: Regarding the increasingly important role of financial services sectors like futures exchanges previous research has been unable to determine what types of futures contracts contribute to higher trading volumes and the likely magnitudes of their contributions. Thus, to investigate the sources of higher trading volumes in futures exchanges, this study, following the perspectives of diversification relatedness and core competence, adopts a multi-component concept and proposes that different futures exchanges have different types of futures contracts that work best. This study employs the <italic>Commodity Research Bureau's Yearbook</italic> to examine this issue. A stepwise regression model is fitted to the data set, and findings indicate that financially innovative futures dominate trading volume while traditional agricultural futures have little impact. Managerial and theoretical implications are discussed. Journal: The Service Industries Journal Pages: 941-957 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.719889 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719889 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:941-957 Template-Type: ReDIF-Article 1.0 Author-Name: Sujith Nair Author-X-Name-First: Sujith Author-X-Name-Last: Nair Author-Name: Hanna Paulose Author-X-Name-First: Hanna Author-X-Name-Last: Paulose Author-Name: Miguel Palacios Author-X-Name-First: Miguel Author-X-Name-Last: Palacios Author-Name: Javier Tafur Author-X-Name-First: Javier Author-X-Name-Last: Tafur Title: Service orientation: effectuating business model innovation Abstract: The research argues for the need to correctly identify and strengthen the core competencies of a firm, especially relevant in the service-oriented firm context where value creation requires resourceful and efficient provision of service. This study of 17 airlines from Asia, Europe, and Oceania reveals a picture of inconsistencies in the core competence strategy of airlines. It brings out the situation in which firms believe and project that they are service oriented, but fail to have the core competence strategies of a service firm or the business model innovations that lead to service orientation, thus leading to performance heterogeneity among intra-industry firms having similar business models. This paper proposes that seemingly similar business models differ in performance due to their service orientation and identification of the core competence serves as both the primary requirement for business model innovation and a measuring indicator of service orientation. The research on the airline industry advances the understanding of how core competence strategy and business model innovation constructs behave in the service firms' effort to gain sustainable competitive advantage. Journal: The Service Industries Journal Pages: 958-975 Issue: 9-10 Volume: 33 Year: 2013 Month: 7 X-DOI: 10.1080/02642069.2013.746670 File-URL: http://hdl.handle.net/10.1080/02642069.2013.746670 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:9-10:p:958-975 Template-Type: ReDIF-Article 1.0 Author-Name: Antonia Ruiz Moreno Author-X-Name-First: Antonia Ruiz Author-X-Name-Last: Moreno Author-Name: Víctor J. García-Morales Author-X-Name-First: Víctor J. Author-X-Name-Last: García-Morales Author-Name: Francisco Javier Llorens Montes Author-X-Name-First: Francisco Javier Author-X-Name-Last: Llorens Montes Title: Determinants of proactive innovative behaviour in new services: empirical investigation of service versus manufacturing firms Abstract: The research performs a complete analysis of the differences between services and products based on factors associated with the innovation process. The research analyses the factors/dimensions and their repercussions that determine firms' capacity to adapt to their environment and observes how the critical dimensions of the innovation process influence the gap generated by the difference in the firm's current level of innovation and the level developed by the competition. The results show that the client's participation in the process of innovation is greater in service firms that possess a larger innovation gap and are more proactive. The opposite is the case for formalization and decentralization, which occur in lower levels in this kind of firm. Further, decentralization and formalization are lower in service than in manufacturing firms. Journal: The Service Industries Journal Pages: 977-1002 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.628987 File-URL: http://hdl.handle.net/10.1080/02642069.2011.628987 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:977-1002 Template-Type: ReDIF-Article 1.0 Author-Name: Melih Madanoglu Author-X-Name-First: Melih Author-X-Name-Last: Madanoglu Author-Name: Kyuho Lee Author-X-Name-First: Kyuho Author-X-Name-Last: Lee Author-Name: Gary J. Castrogiovanni Author-X-Name-First: Gary J. Author-X-Name-Last: Castrogiovanni Title: Does franchising pay? Evidence from the restaurant industry Abstract: Franchising has taken a prominent position in service industries for several decades, but little is known about how franchising affects financial performance. Thus, we addressed the question of whether chains that franchise to some extent outperform those that are wholly owned. Then, among chains that franchise, we also addressed the question of whether more franchising is better - that is, whether the proportion of a chain's units that are franchised is associated with superior financial performance. To answer these questions, our study first compares the risk-adjusted performance of franchising <italic>vs</italic>. non-franchising restaurant firms. Second, it investigates the relationship between franchising propensity and firm financial performance. We considered five different measures of firm financial performance: the Sharpe ratio, the Treynor ratio, the Jensen index, the Sortino ratio, and the upside potential ratio. On comparison of franchising and wholly owned firms, all five measures indicated that franchising firms outperformed their non-franchising counterparts. When we focussed on just the franchising firms, however, the results were less clear. Among firms that franchise, the franchising-performance relationship was positive and significant only with respect to the Jensen index. Thus, we provide very robust evidence that franchising pays - that is, that some franchising is good - but among firms that franchise, it is unclear whether more franchising is better. Journal: The Service Industries Journal Pages: 1003-1025 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.628384 File-URL: http://hdl.handle.net/10.1080/02642069.2011.628384 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1003-1025 Template-Type: ReDIF-Article 1.0 Author-Name: Li-Chun Hsu Author-X-Name-First: Li-Chun Author-X-Name-Last: Hsu Author-Name: Kai-Yu Wang Author-X-Name-First: Kai-Yu Author-X-Name-Last: Wang Author-Name: Wen-Hai Chih Author-X-Name-First: Wen-Hai Author-X-Name-Last: Chih Title: Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan Abstract: This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market Intelligence Center in Taiwan were recruited and structural equation modeling was used to test the research hypotheses. The result indicates that web site characteristics positively influence relationship quality. A follow-up post-analysis showed how five dimensions of the web site characteristics impacted relationship quality. In addition, both trust and satisfaction have a positive direct effect on e-loyalty, but not on positive WOM. Finally, theoretical and managerial implications of the findings were discussed. Journal: The Service Industries Journal Pages: 1026-1050 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.624595 File-URL: http://hdl.handle.net/10.1080/02642069.2011.624595 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1026-1050 Template-Type: ReDIF-Article 1.0 Author-Name: Bilitis Schoonjans Author-X-Name-First: Bilitis Author-X-Name-Last: Schoonjans Author-Name: Philippe Van Cauwenberge Author-X-Name-First: Philippe Author-X-Name-Last: Van Cauwenberge Author-Name: Heidi Vander Bauwhede Author-X-Name-First: Heidi Author-X-Name-Last: Vander Bauwhede Title: Knowledge networking and growth in service firms Abstract: This paper empirically assesses whether knowledge networking affects the growth of small service firms. More specifically, using a large, unbalanced panel data set for the period 1992-2009, it investigates whether participation in a knowledge network called PLATO is positively related to service firm growth. The results show that knowledge networking has a highly significant positive effect on the net asset and added value growth of service firms. Furthermore, it is demonstrated that the positive effect of knowledge networking on firm growth is significantly larger for service firms than for manufacturing firms, indicating that industry drives networking success. Journal: The Service Industries Journal Pages: 1051-1067 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.632004 File-URL: http://hdl.handle.net/10.1080/02642069.2011.632004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1051-1067 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Ming Hsu Author-X-Name-First: Shih-Ming Author-X-Name-Last: Hsu Author-Name: Pei-Hung Hsieh Author-X-Name-First: Pei-Hung Author-X-Name-Last: Hsieh Author-Name: Soe-Tsyr Yuan Author-X-Name-First: Soe-Tsyr Author-X-Name-Last: Yuan Title: Roles of 'small- and medium-sized enterprises' in service industry innovation: a case study on leisure agriculture service in tourism regional innovation Abstract: This study combines service-dominant logic (SDL) with industry cluster theory to analyze the evolution of leisure agriculture service in Taiwan. The result shows that cooperation among small- and medium-sized enterprises (SMEs) can increase customer willingness to participate in value co-creation. Customer-driven cooperation among SMEs drives SMEs to increase their competitiveness and thus overcome their disadvantages in resources and capabilities. Additionally, the four-stage evolution of leisure agriculture service is identified to help tourism SMEs understand their positions and suggest appropriate strategies for achieving sustainable development and it also reveals a shifting paradigm from goods-dominant logic to SDL in tourism industry. Journal: The Service Industries Journal Pages: 1068-1088 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.623773 File-URL: http://hdl.handle.net/10.1080/02642069.2011.623773 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1068-1088 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Otávio Façanha Author-X-Name-First: Luis Otávio Author-X-Name-Last: Façanha Author-Name: Marcelo Resende Author-X-Name-First: Marcelo Author-X-Name-Last: Resende Author-Name: Vicente Cardoso Author-X-Name-First: Vicente Author-X-Name-Last: Cardoso Author-Name: Bruno Henrique Schröder Author-X-Name-First: Bruno Henrique Author-X-Name-Last: Schröder Title: Survival of new firms in the Brazilian franchising segment: an empirical study Abstract: This paper investigates the survival patterns of Brazilian franchising firms for the period 1994-1999. First, we considered the (percentage) survival of newly created franchisors in the following years. Survival functions were obtained by means of the Kaplan-Meier estimator for the selected sectors and they indicated sharp declines in the survival rates over time but with differential patterns across sectors. Finally, an econometric analysis based on the Cox proportional hazard model considered the explanatory variables pertaining to size, age and support regarding the legal aspects, location choice and training. The evidence indicates that the supports provided by the franchisor have a positive impact on the probability of survival of new firms, whereas there is partial evidence favoring a positive effect of firm size on survival. Journal: The Service Industries Journal Pages: 1089-1102 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.627433 File-URL: http://hdl.handle.net/10.1080/02642069.2011.627433 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1089-1102 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Willoughby Author-X-Name-First: Michael Author-X-Name-Last: Willoughby Author-Name: Julian Talon-Renuncio Author-X-Name-First: Julian Author-X-Name-Last: Talon-Renuncio Author-Name: Jose Millet-Roig Author-X-Name-First: Jose Author-X-Name-Last: Millet-Roig Author-Name: Carlos Ayats-Salt Author-X-Name-First: Carlos Author-X-Name-Last: Ayats-Salt Title: University services for fostering creativity in high-technology firms Abstract: Innovation is commonly hailed as a fundamental factor in ensuring long-term firm survival, which is, in turn, used as a way of measuring business success. This article proposes that creativity is a vital element in the path towards innovation and discusses good practice for publicly funded services designed to support and advise potential and nascent entrepreneurs. It describes the model used by the Ideas Institute for Business Development and Creation and presents three case studies where personalised, individually tailored mentoring has marked the difference in ensuring a competitive edge for its client firms by stimulating creative intelligence among entrepreneurs and by providing the necessary tools to embark upon the road to continuous innovation. Journal: The Service Industries Journal Pages: 1103-1116 Issue: 11 Volume: 33 Year: 2013 Month: 8 X-DOI: 10.1080/02642069.2011.623777 File-URL: http://hdl.handle.net/10.1080/02642069.2011.623777 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1103-1116 Template-Type: ReDIF-Article 1.0 Author-Name: Nina Gorovaia Author-X-Name-First: Nina Author-X-Name-Last: Gorovaia Author-Name: Josef Windsperger Author-X-Name-First: Josef Author-X-Name-Last: Windsperger Title: Determinants of knowledge transfer strategy in franchising: integrating knowledge-based and relational governance perspectives Abstract: This study presents an integrative model on the franchisor's choice of knowledge transfer strategy by deriving hypotheses from the knowledge-based theory and the relational governance view. First, based on the knowledge-based view, tacitness of system-specific knowledge influences the choice of the knowledge transfer strategy of the franchisor. The higher the degree of tacitness of knowledge, the more knowledge-transfer mechanisms with a high degree of information richness (HIR) are used, such as training, seminars, visits and formal meetings, and the more likely the franchisor chooses a personalization strategy (P-S). Conversely, the lower the degree of tacitness of system-specific knowledge, the more knowledge transfer mechanisms with a low degree of information richness (LIR) are used, such as reports, emails, intranet, databases, and the more likely the franchisor chooses a codification strategy. Second, based on the relational view of governance, trust influences the choice of knowledge transfer strategy of the franchisor. If trust reduces relational risk, more trust reduces the franchisor's use of HIR-knowledge transfer mechanisms and increases the franchisor's use of LIR-knowledge transfer mechanisms. If trust increases knowledge-sharing between the network partners, it increases the franchisor's use of both HIR- and LIR-knowledge-transfer mechanisms. The hypotheses are tested by using data on the use of the P-S in the Austrian franchise sector. The data provide some support for the hypotheses. A new model on the franchisor's choice of knowledge transfer strategy, using knowledge-based theory and relational view of governance is developed, and specifically, the knowledge-based view of Windsperger and Gorovaia [(2011). Knowledge attributes and the choice of knowledge-transfer mechanisms in networks: The case of franchising. <italic>Journal of Management and Governance</italic>, <italic>15</italic>(4), 617-640] is extended by considering trust as additional explanatory variable of the knowledge-transfer strategy. Journal: The Service Industries Journal Pages: 1117-1134 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2011.632003 File-URL: http://hdl.handle.net/10.1080/02642069.2011.632003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1117-1134 Template-Type: ReDIF-Article 1.0 Author-Name: Masood Nawaz Kalyar Author-X-Name-First: Masood Nawaz Author-X-Name-Last: Kalyar Author-Name: Nosheen Rafi Author-X-Name-First: Nosheen Author-X-Name-Last: Rafi Title: 'Organizational learning culture': an ingenious device for promoting firm's innovativeness Abstract: The present study focuses on the relationship between organizational learning culture (OLC) and firm's innovativeness. The area of innovation as well as organizational culture is crucial for organizations and for entrepreneurs because both provide the basis for sustainable competitive advantage and improved firm performance. The notion of OLC offers a set of customs and principles that enhances imperativeness of an organization. Information acquisition, information interpretation, and behavioral and cognitive changes (BCC) were used as elements of the organizational learning process. Constructs comprising innovativeness are innovative culture, and technical and administrative innovation (innovations). Data were collected from 50 randomly selected Pakistani organizations. The results show significant and positive relationships among all hypothesized variables except for between BCC and innovations. Journal: The Service Industries Journal Pages: 1135-1147 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2012.716828 File-URL: http://hdl.handle.net/10.1080/02642069.2012.716828 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1135-1147 Template-Type: ReDIF-Article 1.0 Author-Name: Anita Zichun Chu Author-X-Name-First: Anita Zichun Author-X-Name-Last: Chu Author-Name: Regina Juchun Chu Author-X-Name-First: Regina Juchun Author-X-Name-Last: Chu Title: Service willingness and senior tourists: knowledge about aging, attitudes toward the elderly, and work values Abstract: With the increase in the number of senior tourists, it is important to understand the attitude of tourism professionals and their skills in serving aged tourists. A total of 381 tourism professionals participated in this study. Structural equation modeling results show that attitudes toward the elderly play the major role in predicting service willingness. Gaining knowledge about aging will indirectly predict service willingness through a change in attitudes. Intrinsic and prestige aspects of work value (WV) better explain service willingness to senior tourists, while extrinsic WV is non-significant and social WV has an indirect effect on willingness. The results also suggest that real interaction experiences with the elderly can successfully change attitudes toward them. Journal: The Service Industries Journal Pages: 1148-1164 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2011.628659 File-URL: http://hdl.handle.net/10.1080/02642069.2011.628659 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1148-1164 Template-Type: ReDIF-Article 1.0 Author-Name: Shintaro Okazaki Author-X-Name-First: Shintaro Author-X-Name-Last: Okazaki Author-Name: Angeles Navarro Author-X-Name-First: Angeles Author-X-Name-Last: Navarro Author-Name: Carolina López-Nicolas Author-X-Name-First: Carolina Author-X-Name-Last: López-Nicolas Title: Assessing gender differences in 'quick response' code loyalty promotion acceptance Abstract: This study sheds light on quick response (QR) code loyalty promotion in terms of gender. Based on self-construal and gender scheme theories, we posit that the level of both involvement and social anxiety plays a crucial role in the gender effects of loyalty formation for promoted services. A scenario-based study in Japan with 667 consumers is constructed and examines two types of services: bank and supermarket. The findings suggest that, for high involvement (bank), compared with women, males act as competitive gamers who assume greater risk and seek attractive rewards with which to beat corporations, even under high social anxiety conditions. This finding seems consistent with independent self-construal among males. However, there is no significant difference for low involvement (supermarket). The implications are discussed and limitations recognized. Journal: The Service Industries Journal Pages: 1165-1177 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2011.623775 File-URL: http://hdl.handle.net/10.1080/02642069.2011.623775 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1165-1177 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Fei Chuang Author-X-Name-First: Yi-Fei Author-X-Name-Last: Chuang Author-Name: Yih-Ching Tsaih Author-X-Name-First: Yih-Ching Author-X-Name-Last: Tsaih Title: The correlations between price cuts/changes and fee sensitivity on the choice of mobile phone service provider Abstract: This study adopts fee thresholds to measure users' fee sensitivity and employs a two-step logit model to predict a phone user's probability of choosing a certain service provider. The results indicate that the choice probability can be overestimated if the reference fee effect is not taken into consideration. Furthermore, the lower calling fee image and perceptions shaped by the telecommunications service provider can increase the probability of it being chosen. Users' benefit (saving money) perceptions also reveal a significant difference. In this regard, price promotion effects may not necessarily be successful for every service provider at the time. Service providers with a larger base of benefit perception users have a relative advantage in price-cutting activities. The characteristics of users in the low-loss perception (insensitive to an expensive fee) group are younger, female, and college-educated. Service providers could focus on this segmented market and implement a non-price strategy in order to attract more users. This study may be useful to mobile phone service providers in terms of price-setting policy and image management. Journal: The Service Industries Journal Pages: 1178-1192 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2012.716827 File-URL: http://hdl.handle.net/10.1080/02642069.2012.716827 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1178-1192 Template-Type: ReDIF-Article 1.0 Author-Name: Sven-Olov Daunfeldt Author-X-Name-First: Sven-Olov Author-X-Name-Last: Daunfeldt Author-Name: Åsa Lang Author-X-Name-First: Åsa Author-X-Name-Last: Lang Author-Name: Zuzana Macuchova Author-X-Name-First: Zuzana Author-X-Name-Last: Macuchova Author-Name: Niklas Rudholm Author-X-Name-First: Niklas Author-X-Name-Last: Rudholm Title: Firm growth in the Swedish retail and wholesale industries Abstract: To identify the determinants of firm growth in the Swedish retail and wholesale industries during 2000-2004, we analyse a sample of 400 limited liability companies using quantile regression techniques. Firm growth was mainly found to depend upon time-invariant firm-specific effects, supporting Penrose's [1959. <italic>The theory of the growth of the firm</italic> (4th ed.). New York: Oxford University Press] suggestion that internal resources such as firm culture, brand loyalty, entrepreneurial skills, and so on are important determinants of firm growth. Journal: The Service Industries Journal Pages: 1193-1205 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2013.719883 File-URL: http://hdl.handle.net/10.1080/02642069.2013.719883 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1193-1205 Template-Type: ReDIF-Article 1.0 Author-Name: Yu Shan Wang Author-X-Name-First: Yu Shan Author-X-Name-Last: Wang Title: The impact of crisis events on the stock returns volatility of international airlines Abstract: This paper adopts the generalized autoregressive conditional heteroskedasticity model to examine the relationship between the weekly returns of shares of the international airlines in 1996-2010. It also incorporates major international crisis events and observes the influence of different aspects on the volatility of returns of company shares. Different events exhibit significantly different regional volatility impulses in the countries in which the airlines are located. The Asian financial crisis enhances the returns volatility effects of Asian airline companies. The global financial crisis significantly intervenes with the returns volatility of airline companies around the world. The results suggest that major international events may all have risk effects on the returns on the share prices of airlines. Journal: The Service Industries Journal Pages: 1206-1217 Issue: 12 Volume: 33 Year: 2013 Month: 9 X-DOI: 10.1080/02642069.2011.629295 File-URL: http://hdl.handle.net/10.1080/02642069.2011.629295 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:12:p:1206-1217 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra Navarro Author-X-Name-First: Juan Gabriel Author-X-Name-Last: Cegarra Navarro Author-Name: Gabriel Cepeda-Carrión Author-X-Name-First: Gabriel Author-X-Name-Last: Cepeda-Carrión Title: Healthcare management in the knowledge-based economy Journal: The Service Industries Journal Pages: 1219-1222 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815741 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815741 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1219-1222 Template-Type: ReDIF-Article 1.0 Author-Name: Sui-Hua Yu Author-X-Name-First: Sui-Hua Author-X-Name-Last: Yu Author-Name: Ming-Yu Chen Author-X-Name-First: Ming-Yu Author-X-Name-Last: Chen Title: Performance impacts of interorganizational cooperation: a transaction cost perspective Abstract: This study builds on the transaction cost theory to examine the performance effects of interorganizational cooperation and develops an understanding of how different forms of cooperative relationships affect organizational performance within a major service sector, namely the healthcare industry. The authors study, in particular, two cooperative forms applied to hospitals: hospital-based health networks and health systems. An empirical investigation of 382 hospitals in Taiwan shows that interorganizational cooperation exerts positive effects on hospital performance. In addition, health systems have greater positive effects on hospital efficiency than health networks. Furthermore, this study finds that the positive impact of participation in health systems is especially significant for private hospitals, local community hospitals, and hospitals in highly competitive regions. The findings reveal that performance impacts of interorganizational cooperation are contingent on the cooperative arrangements in the healthcare industry. Journal: The Service Industries Journal Pages: 1223-1241 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815729 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815729 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1223-1241 Template-Type: ReDIF-Article 1.0 Author-Name: Chris Vassiliadis Author-X-Name-First: Chris Author-X-Name-Last: Vassiliadis Author-Name: Constantinos-Vasilios Priporas Author-X-Name-First: Constantinos-Vasilios Author-X-Name-Last: Priporas Author-Name: Victoria Bellou Author-X-Name-First: Victoria Author-X-Name-Last: Bellou Author-Name: Andreas Andronikidis Author-X-Name-First: Andreas Author-X-Name-Last: Andronikidis Title: Customers' cognitive patterns of assurance: a dual approach Abstract: Assurance has been identified as a key service quality dimension but has not attracted theoretical and empirical attention on a distinct basis. The present pilot study adopts both qualitative and quantitative methods to look at how distinct customer groups (internal and external) perceive assurance in particular when they evaluate service quality. Evidence comes from 83 individuals of the medical staff and 79 patients at an outpatient unit. The novelty of the present study lies in the combination of means-end analysis with a probabilistic model to ground the conceptually appealing composite structure of assurance on a more concrete attribute foundation. Findings suggest that while the groups under investigation realize different benefits in achieving assurance, they share a common guide when prioritizing service-related attributes, namely the professional capacity of personnel. Overall, assurance proves itself to be critical, at least for the healthcare sector. Journal: The Service Industries Journal Pages: 1242-1259 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815731 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815731 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1242-1259 Template-Type: ReDIF-Article 1.0 Author-Name: Tristan D. Gloede Author-X-Name-First: Tristan D. Author-X-Name-Last: Gloede Author-Name: Jannis Pulm Author-X-Name-First: Jannis Author-X-Name-Last: Pulm Author-Name: Antje Hammer Author-X-Name-First: Antje Author-X-Name-Last: Hammer Author-Name: Oliver Ommen Author-X-Name-First: Oliver Author-X-Name-Last: Ommen Author-Name: Christoph Kowalski Author-X-Name-First: Christoph Author-X-Name-Last: Kowalski Author-Name: Sophie E. Groß Author-X-Name-First: Sophie E. Author-X-Name-Last: Groß Author-Name: Holger Pfaff Author-X-Name-First: Holger Author-X-Name-Last: Pfaff Title: Interorganizational relationships and hospital financial performance: a resource-based perspective Abstract: This study follows a resource-based theory perspective and aims to analyze the interorganizational relationships between hospitals and outpatient physicians, and hospital financial performance. In the light of increasing interdependence among healthcare providers which has made the coordination of service provision more complex, such relationships could be considered a resource for hospitals that lead to higher performance. In this study, the results from a survey of medical directors were combined with financial performance indicators of their hospitals. The results show that having effective interorganizational relationships is positively associated with the hospital's profitability. This finding emphasizes the importance of an investment in interorganizational relationships from the hospital's point of view. Journal: The Service Industries Journal Pages: 1260-1274 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815732 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815732 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1260-1274 Template-Type: ReDIF-Article 1.0 Author-Name: Nélia Faria Author-X-Name-First: Nélia Author-X-Name-Last: Faria Author-Name: Luís Mendes Author-X-Name-First: Luís Author-X-Name-Last: Mendes Title: Organizational image's partial mediation role between quality and users' satisfaction Abstract: Evidences point to the idea that organizational image may be influenced by patients' perception of service quality, and in turn may influence their expectations. The main aim of this research is to analyse the influence of perceived quality on patients' satisfaction and to evaluate the potential mediating effect that organizational image may have on the relationship between both constructs, in the specific context of primary health care. A structural equation modelling approach was applied to data collected on Portuguese primary healthcare units. Results show that perceived service quality has both positive direct and indirect effects on satisfaction, confirming the partial mediation role played by organizational image in the relationship between service quality and customer satisfaction and highlighting the importance for healthcare units' administrators to manage both the service quality and the image of the institution. Journal: The Service Industries Journal Pages: 1275-1293 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815733 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815733 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1275-1293 Template-Type: ReDIF-Article 1.0 Author-Name: Antonio L. Leal-Rodríguez Author-X-Name-First: Antonio L. Author-X-Name-Last: Leal-Rodríguez Author-Name: José L. Roldán Author-X-Name-First: José L. Author-X-Name-Last: Roldán Author-Name: Antonio G. Leal Author-X-Name-First: Antonio G. Author-X-Name-Last: Leal Author-Name: Jaime Ortega-Gutiérrez Author-X-Name-First: Jaime Author-X-Name-Last: Ortega-Gutiérrez Title: Knowledge management, relational learning, and the effectiveness of innovation outcomes Abstract: This paper proposes a conceptual model to test the moderating effect of relational learning on the link between knowledge strategies and innovation. To accomplish this, this study is carried out on healthcare organizations. It has been generally accepted that both explicit and tacit knowledge play a basic role in organizational innovation. However, although there are plenty of research works that study the existing relationship between knowledge management (KM) and the effectiveness of the innovation process, there are certain peculiarities with regard to this link, which have yielded some inconclusive results. This paper revisits this research topic with data on KM, relational learning and innovation outcomes from a sample of Spanish hospitals. The results show that a deep and broad knowledge base leads to better innovation outcomes. In addition, this study found that hospitals and/or units that invest and involve themselves in relational learning mechanisms are more likely to foster innovations. Journal: The Service Industries Journal Pages: 1294-1311 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815735 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815735 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1294-1311 Template-Type: ReDIF-Article 1.0 Author-Name: Angel L. Meroño-Cerdan Author-X-Name-First: Angel L. Author-X-Name-Last: Meroño-Cerdan Author-Name: Carolina López-Nicolas Author-X-Name-First: Carolina Author-X-Name-Last: López-Nicolas Title: Understanding the drivers of organizational innovations Abstract: Organizational innovations involve the implementation of significant changes in business practices, the workplace organization, and external relations. The article reports an analysis of organizational innovations' objectives and adoption in 240 Spanish healthcare businesses. Statistical tests find a dynamic behavior in healthcare organizations with 40.8% having developed an organizational innovation in the period from 2007 to 2009. The main objectives pursued are related to improved knowledge sharing and innovation skills. Results also reveal a close relationship between organizational and product/process innovations. Specifically, healthcare companies developing new organizational methods to improve innovation skills and knowledge sharing are more successful in adopting product and process innovations. Journal: The Service Industries Journal Pages: 1312-1325 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815736 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815736 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1312-1325 Template-Type: ReDIF-Article 1.0 Author-Name: Shintaro Okazaki Author-X-Name-First: Shintaro Author-X-Name-Last: Okazaki Author-Name: J. Alberto Castañeda Author-X-Name-First: J. Alberto Author-X-Name-Last: Castañeda Author-Name: Silvia Sanz Author-X-Name-First: Silvia Author-X-Name-Last: Sanz Author-Name: Jörg Henseler Author-X-Name-First: Jörg Author-X-Name-Last: Henseler Title: Physicians' appraisal of mobile health monitoring Abstract: This study addresses what factors influence and moderate Japanese physicians' mobile health monitoring (MHM) adoption for diabetic patients. In light of the multilevel sequential check theory, the study tests whether novelty seeking, self-efficacy, and compatibility moderate the effects of overall quality, net benefits, and perceived value of MHM on physicians' usage intention. Self-efficacy serves as an evaluation of resources for coping with an event, while compatibility involves the judgment of an event's congruence with a motive or goal. The study results support four out of nine moderation hypotheses. Our findings clearly indicate that the impact of overall quality and net benefits on physicians' intention to use MHM would be significantly strengthened by self-efficacy and compatibility, but not by novelty seeking. Journal: The Service Industries Journal Pages: 1326-1344 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815737 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815737 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1326-1344 Template-Type: ReDIF-Article 1.0 Author-Name: Julie Béliveau Author-X-Name-First: Julie Author-X-Name-Last: Béliveau Title: Middle managers' role in transferring person-centered management and care Abstract: This paper presents a study of the role of middle managers in the knowledge transfer related to a person-centered management and care approach at a physical rehabilitation center. This qualitative research comprises a multi-case study, representing the six middle managers of the organization studied. The main findings generated by this research indicate that despite top management's efforts to disseminate a person-centered approach throughout the organization, the knowledge transfer process mainly depends on the absorptive capacity of middle managers. When middle managers have the capacity to absorb the person-centered approach, often because it is compatible with their values and current practices, this capacity is expressed mainly through their behavioral exemplarity. The results of the study also engender an intervention model illustrating the key role of middle managers in the transfer of a person-centered management and care approach. The model includes macro- and micro-contextual elements that facilitate the transfer. Journal: The Service Industries Journal Pages: 1345-1362 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815738 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815738 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1345-1362 Template-Type: ReDIF-Article 1.0 Author-Name: Alison Bullock Author-X-Name-First: Alison Author-X-Name-Last: Bullock Author-Name: Zoё Slote Morris Author-X-Name-First: Zoё Slote Author-X-Name-Last: Morris Author-Name: Christine Atwell Author-X-Name-First: Christine Author-X-Name-Last: Atwell Title: Exchanging knowledge through healthcare manager placements in research teams Abstract: This study contributes to service industry theory by revealing how employers in the health service understand knowledge exchange as 'transaction'. Although under pressure to deliver better services without additional resource, health service providers do not seek customers, making them unlike commercial service industries. This paper reports a UK knowledge exchange programme designed to bring together healthcare managers and researchers. Case study data were gathered from 36 semi-structured interviews with health services managers (Fellows) embedded in research teams, research team leads, and Fellows' workplace line-managers. Interviews were analysed thematically using a coding frame. The importance of personal contact in knowledge exchange mechanisms was confirmed but the knowledge model varied by interaction pairings (Fellow/research team; Fellow/health service). When with researchers, an exchange model was commonly in operation, marked by collaborative engagement. In contrast, line-managers tended to adopt a transactional approach, driven by instrumental motives. This transactional model merits further research. Journal: The Service Industries Journal Pages: 1363-1380 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815739 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815739 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1363-1380 Template-Type: ReDIF-Article 1.0 Author-Name: Yong Seok Sohn Author-X-Name-First: Yong Seok Author-X-Name-Last: Sohn Author-Name: Kenny Y. Seung Author-X-Name-First: Kenny Y. Author-X-Name-Last: Seung Author-Name: Sang Yun Seo Author-X-Name-First: Sang Yun Author-X-Name-Last: Seo Author-Name: Sung Eun Kim Author-X-Name-First: Sung Eun Author-X-Name-Last: Kim Title: The mediating role of commitment in healthcare B2B marketing Abstract: Business to business transactions in pharmaceutical and healthcare industries may differ from those in other industries in terms of relational marketing factors such as customer acquisition and retention. Purchasing representatives, including medical physicians, may differ in their levels of commitment; this difference plays a mediating role in satisfaction, dependence, and intention to repurchase. This article begins by analyzing the structural relationships among these three variables: commitment, satisfaction, and dependence. The relationships are dichotomized into two dimensions: individual and organizational, and marketing performance is measured as repurchase intention. A critical literature review was conducted to identify key variables and derive their constructs. The subsequent empirical analyses have far-reaching implications from a marketing perspective. Journal: The Service Industries Journal Pages: 1381-1401 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.763930 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763930 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1381-1401 Template-Type: ReDIF-Article 1.0 Author-Name: G. Scott Erickson Author-X-Name-First: G. Scott Author-X-Name-Last: Erickson Author-Name: Helen N. Rothberg Author-X-Name-First: Helen N. Author-X-Name-Last: Rothberg Title: A strategic approach to knowledge development and protection Abstract: A standard prescription for industry is increased investment in and application of intangible assets, including knowledge management, competitive intelligence, and, now, big data. This paper examines whether a more measured, strategic approach might be appropriate, particularly whether knowledge development and protection needs vary by type of industry. Overall, knowledge decisions should be more strategic, there are some patterns in type of industry (services) and type of knowledge. In developing this case for a more strategic approach to developing and protecting knowledge assets, this paper applies concepts from the fields of knowledge management, intellectual capital, and competitive intelligence to healthcare industries. The literature is scanned to develop a categorization of the competitive conditions facing firms in these industries. This categorization (a Strategic Protection Factor framework) identifies the degree of knowledge development in an industry as well as the level of competitive intelligence activity and resulting knowledge protection concerns. Assigning data reflecting these variables, knowledge development and knowledge protection, the paper assesses the competitive circumstances surrounding 10 healthcare industries and provides broad strategic recommendations. The results show that knowledge development and knowledge protection conditions vary dramatically, even within a specific realm such as healthcare. Similarly, when looking at service and non-service healthcare industries, the same conclusion is apparent, with widely varying competitive conditions. The results call for a much more strategic, circumstance-specific approach to decisions concerning knowledge in organizations as well as more scholarly work on the differing conditions within which knowledge management takes place as well as where and why they exist. Journal: The Service Industries Journal Pages: 1402-1416 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815740 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815740 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1402-1416 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Gabriel Cegarra Navarro Author-X-Name-First: Juan Gabriel Author-X-Name-Last: Cegarra Navarro Author-Name: Gabriel Cepeda-Carrión Author-X-Name-First: Gabriel Author-X-Name-Last: Cepeda-Carrión Author-Name: Anthony Wensley Author-X-Name-First: Anthony Author-X-Name-Last: Wensley Author-Name: Noelia Sánchez-Casado Author-X-Name-First: Noelia Author-X-Name-Last: Sánchez-Casado Title: An application of health-portals to improve electronic listening Abstract: Electronic listening (eListening) is an innovation that potentially provides patients and other users with the right answer in the right place at the right time. Thus, eListening can potentially improve service flexibility, adaptability and quality. The main purpose of this paper is to investigate the extent to which new web-based service delivery channels, which we refer to as health-portals (he-portals), facilitate eListening in the Spanish public healthcare sector. In this paper, we investigate the relative importance and significance of hospital size and three different types of information and communications technologies (Internet, groupware and collective systems) on the use of eListening through an empirical investigation of 300 Spanish public he-portals. Our main conclusion is that the implementation of Internet systems alone does not guarantee the development of effective eListening. In addition, we demonstrate that hospital size does not affect the level of eListening achieved by hospitals. Journal: The Service Industries Journal Pages: 1417-1434 Issue: 13-14 Volume: 33 Year: 2013 Month: 10 X-DOI: 10.1080/02642069.2013.815730 File-URL: http://hdl.handle.net/10.1080/02642069.2013.815730 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:13-14:p:1417-1434 Template-Type: ReDIF-Article 1.0 Author-Name: Tai-Shan Hu Author-X-Name-First: Tai-Shan Author-X-Name-Last: Hu Author-Name: Chien-Yuan Lin Author-X-Name-First: Chien-Yuan Author-X-Name-Last: Lin Author-Name: Su-Li Chang Author-X-Name-First: Su-Li Author-X-Name-Last: Chang Title: Knowledge intensive business services and client innovation Abstract: Innovative activities, driven by a knowledge economy era, globalization, and pressure of global competition, have profoundly impacted local economies since the late 1980s. Relevant studies in the recent decade have gradually emphasized the increasing importance and continuous expansion of knowledge intensive business services in current economic development. This topic represents a major trend impacting industrialized economies. Therefore, this study elucidates the roles and functions of knowledge intensive business services as an area innovation system evolves. Exactly how technology-based firms and knowledge intensive business services interact with each other, as well as the roles of knowledge intensive business services, is also analyzed by examining how the area innovation system centered in Hsinchu Science-Based Industrial Park in Taiwan has evolved. Results of this study demonstrate that knowledge intensive business services function in an intermediary role in the innovation system. These services enhance their customers' capacity for specialization, subsequently improving their evolutionary capabilities and producing tangible innovative cycles. Journal: The Service Industries Journal Pages: 1435-1455 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.634903 File-URL: http://hdl.handle.net/10.1080/02642069.2011.634903 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1435-1455 Template-Type: ReDIF-Article 1.0 Author-Name: Maria del Mar Alonso-Almeida Author-X-Name-First: Maria del Mar Author-X-Name-Last: Alonso-Almeida Author-Name: Josep Llach Author-X-Name-First: Josep Author-X-Name-Last: Llach Title: Adoption and use of technology in small business environments Abstract: This paper examines the impact of information and communication technologies (ICTs) on the firm's human resources (HR) and organizational performance, and analyzes the effect of these changes on its competitiveness. The data were taken from 405 travel agencies. Structural equation analysis revealed that ICTs have a positive effect on company competitiveness, primarily by enhancing HR and organizational performance. Journal: The Service Industries Journal Pages: 1456-1472 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.634904 File-URL: http://hdl.handle.net/10.1080/02642069.2011.634904 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1456-1472 Template-Type: ReDIF-Article 1.0 Author-Name: Wen-Shiung Lee Author-X-Name-First: Wen-Shiung Author-X-Name-Last: Lee Title: Merger and acquisition evaluation and decision making model Abstract: Based on three merger and acquisition (M&A) methods and applying multiple-criteria decision making, the purpose of this paper is to establish an M&A evaluation model. The decision making trial and evaluation laboratory (DEMATEL) results show that the three business M&A methods possess interactive effect and self-feedback relationships. This study utilizes the analytic network process to calculate the weights of seven evaluation criteria; expected stock dividend is ranked as the most important criterion, followed by stock price/earnings per share, stock dividend growth, sales/market capitalization ratio, discount rate, replacement value, and liquidation value. This study uses Vlsekriterijumska Optimizacija I Kompromisno Resenje (VIKOR) to evaluate the performance of three Taiwanese banks. The results show that Bank B is the best M&A investment choice. Finally, the study establishes a comprehensive M&A decision making evaluation model. Journal: The Service Industries Journal Pages: 1473-1494 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.634905 File-URL: http://hdl.handle.net/10.1080/02642069.2011.634905 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1473-1494 Template-Type: ReDIF-Article 1.0 Author-Name: Qianqian Li Author-X-Name-First: Qianqian Author-X-Name-Last: Li Author-Name: Qinqin Zheng Author-X-Name-First: Qinqin Author-X-Name-Last: Zheng Title: Chinese customers' loyalty to international consulting firms Abstract: International consulting firms enjoy higher customer loyalty than domestic firms in China. This paper investigates an influence model of customer loyalty on international consulting firms that goes beyond traditional research. Using a sample of 231 companies receiving service from international consulting firms in China, structural model testing validated the idea that choice based on service quality and belief caused by halo effect together lead to the customer loyalty on international consulting firms. International consulting companies have some born advantage doing business in emerging markets such as China due to Chinese customers' belief caused by halo effect. Journal: The Service Industries Journal Pages: 1495-1513 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.635300 File-URL: http://hdl.handle.net/10.1080/02642069.2011.635300 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1495-1513 Template-Type: ReDIF-Article 1.0 Author-Name: Shu-Fang Lee Author-X-Name-First: Shu-Fang Author-X-Name-Last: Lee Author-Name: Wen-Shiung Lee Author-X-Name-First: Wen-Shiung Author-X-Name-Last: Lee Title: Promoting the quality of hospital service for children with developmental delays Abstract: Quality of hospital services is the spotlight that the public are concerned with. This research established an objective and quality index of physical therapies to systematically analyse and propose an innovation strategy for hospital services. This research was to launch the critical index and to investigate the relationship and relative weight of its importance. Analytic network process and Decision Making Trial and Evaluation Laboratory were adopted. The result showed experts from different groups universally identified the 'function-oriented therapeutic goal' as most important. The result indicates that hospitals enforce 'regular satisfaction survey of the patients', continuously monitor 'index of patient safety', which is 'function-oriented therapeutic goal' to promote quality of physical therapies in children with developmental delays. Journal: The Service Industries Journal Pages: 1514-1526 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.635788 File-URL: http://hdl.handle.net/10.1080/02642069.2011.635788 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1514-1526 Template-Type: ReDIF-Article 1.0 Author-Name: Hsunchi Chu Author-X-Name-First: Hsunchi Author-X-Name-Last: Chu Title: A conceptual model of motivations for consumer resale on C2C websites Abstract: More consumers nowadays are acting the role of reseller by taking advantage of online consumer-to-consumer (C2C) auction sites. Such auctions may involve new behaviours created by the new technology. Yet the amateur consumer seller, a key player in C2C online auctions, has rarely been the focus of research; scholars know little about online reselling behaviour. Using a literature review, from participant observation and in-depth interviews with 48 Taiwanese consumers involved in 250 online resale transactions, 4 intrinsic motivations of online resale behaviour are identified. A conceptual model of consumer resale motivations is presented and corresponding research propositions are developed based on the existing literature and the preliminary findings of this exploratory empirical study. Finally, conclusions, managerial implications and outline directions for further research are discussed. Journal: The Service Industries Journal Pages: 1527-1543 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.636422 File-URL: http://hdl.handle.net/10.1080/02642069.2011.636422 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1527-1543 Template-Type: ReDIF-Article 1.0 Author-Name: Iris Vilnai-Yavetz Author-X-Name-First: Iris Author-X-Name-Last: Vilnai-Yavetz Author-Name: Sigal Tifferet Author-X-Name-First: Sigal Author-X-Name-Last: Tifferet Title: Promoting service brands via the Internet Abstract: This paper suggests a new typology of web design strategies in the academic context, in terms of perceived service quality. A survey of the web pages of 500 high-ranking universities illustrates how academic service brands use different design strategies to communicate their intangible qualities. Differences found between the pages suggest that the design strategy of each university can be described as a point on a continuum, where at one end is a 'service-oriented' design strategy and at the other a 'practice-oriented' design strategy. Cross-cultural differences were evident in the use of color and image categories. Research and managerial implications are discussed. Journal: The Service Industries Journal Pages: 1544-1563 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.636423 File-URL: http://hdl.handle.net/10.1080/02642069.2011.636423 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1544-1563 Template-Type: ReDIF-Article 1.0 Author-Name: John Philipp Weche Gelübcke Author-X-Name-First: John Philipp Author-X-Name-Last: Weche Gelübcke Title: Foreign ownership and firm performance in German services Abstract: This study provides the first comprehensive analysis of foreign-controlled enterprises in the German service sector based on new micro-data from official German statistics. Various performance measures were examined via comparison of unconditional and conditional means and through use of quantile regression techniques. Foreign-controlled affiliates consistently performed better than German-owned affiliates. In contrast, profitability exhibited precisely the opposite trend. Moreover, labour productivity did not significantly differ when the comparison group consisted of domestically owned affiliates with a high degree of internationalization. A breakdown by country of origin showed that European affiliates pay lower wages and export less relative to non-European affiliates, and US firms have no productivity advantage as in manufacturing. Journal: The Service Industries Journal Pages: 1564-1598 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.638711 File-URL: http://hdl.handle.net/10.1080/02642069.2011.638711 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1564-1598 Template-Type: ReDIF-Article 1.0 Author-Name: Lei Lin Author-X-Name-First: Lei Author-X-Name-Last: Lin Title: The impact of service innovation on firm performance Abstract: This study empirically examines the impact of service innovation on performance in developing countries such as China. We construct a more integrative model linking service innovation, service quality and performance and collect 277 samples in the Chinese tourism sector. The findings are: First, service innovation affects firm performance through direct and indirect paths where service quality plays a positive mediating role, and the direct impact is larger than the indirect one; Secondly, the innovation mode is cost-reductive, which focuses on eliminating internal cost rather than improving service quality; Third, the assessment of service quality emphasizes the dimensions of assurance and reliability. Journal: The Service Industries Journal Pages: 1599-1632 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.638712 File-URL: http://hdl.handle.net/10.1080/02642069.2011.638712 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1599-1632 Template-Type: ReDIF-Article 1.0 Author-Name: Yan Xin Author-X-Name-First: Yan Author-X-Name-Last: Xin Author-Name: Kah-Hin Chai Author-X-Name-First: Kah-Hin Author-X-Name-Last: Chai Author-Name: Ville Ojanen Author-X-Name-First: Ville Author-X-Name-Last: Ojanen Author-Name: Aarnout Brombacher Author-X-Name-First: Aarnout Author-X-Name-Last: Brombacher Title: The moderating effects of service solution characteristics on competitive advantage Abstract: The objective of this study is to improve the understanding of the moderating effects of service solution characteristics on competitive advantage of knowledge-intensive business services (KIBS). This study is among the first to systematically operationalize the contingents in the absorptive capacity construct as service solution characteristics, that is, intangibility, heterogeneity, inseparability, and perishability, and tested them in the KIBS sector. Using a sample of 327 new technology-based KIBS firms in Finland, a hierarchical multiple regression analysis is applied to test the hypothesized moderator effects. The results suggest that service solution characteristics moderate the effects of the antecedents on absorptive capacity and the effect of absorptive capacity on competitive advantage. Guidelines are provided to practitioners to deal with projects with different service solution characteristics. Journal: The Service Industries Journal Pages: 1633-1658 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.638918 File-URL: http://hdl.handle.net/10.1080/02642069.2011.638918 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1633-1658 Template-Type: ReDIF-Article 1.0 Author-Name: Jonas Holmqvist Author-X-Name-First: Jonas Author-X-Name-Last: Holmqvist Author-Name: Yves Van Vaerenbergh Author-X-Name-First: Yves Author-X-Name-Last: Van Vaerenbergh Title: Perceived importance of native language use in service encounters Abstract: Despite the importance of interactions in services, the role language plays in services is an under-researched field. This paper outlines for which services language is especially important. Consistent across studies in three countries (Belgium, Canada and Finland), the findings suggest that bilingual consumers find it particularly important to be served in their native language in high-involvement services. Moreover, for high-involvement services, all consumers find it important to be served in their native language. For low-involvement services, elderly consumers are less willing to switch language than young consumers. The importance of native language use did not differ between males and females. Journal: The Service Industries Journal Pages: 1659-1671 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.638919 File-URL: http://hdl.handle.net/10.1080/02642069.2011.638919 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1659-1671 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Cheng Chao Author-X-Name-First: Ching-Cheng Author-X-Name-Last: Chao Author-Name: Taih-Cherng Lirn Author-X-Name-First: Taih-Cherng Author-X-Name-Last: Lirn Author-Name: Kuo-Chung Shang Author-X-Name-First: Kuo-Chung Author-X-Name-Last: Shang Title: Market segmentation of airline cargo transport Abstract: This study evaluates the market segmentation of airline cargo transport according to service requirements of air freight forwarders. Data obtained using a questionnaire survey reveal that cargo safety is perceived as the most important service attribute, followed by freight rate, cargo tracking, and flight punctuality. Factor analysis is employed to group service attributes into six categories, namely assurance, promptness, empathy, convenience, value added, and customization. According to these service attributes, users of airline cargo transport are then classified into three market segments, namely professional service-oriented, empathy-oriented, and express service-oriented air freight forwarders. Suggestions on marketing strategy formulation for each respective segment are also provided as references to airlines. Journal: The Service Industries Journal Pages: 1672-1685 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.638920 File-URL: http://hdl.handle.net/10.1080/02642069.2011.638920 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1672-1685 Template-Type: ReDIF-Article 1.0 Author-Name: Martin Falk Author-X-Name-First: Martin Author-X-Name-Last: Falk Author-Name: Fei Peng Author-X-Name-First: Fei Author-X-Name-Last: Peng Title: The increasing service intensity of European manufacturing Abstract: In this study, using fixed-effects models based on the manufacturing sector for 18 European Union countries for the period 1995-2008, we find that the employment share of service occupations is significantly and positively related to the output share of producer services in manufacturing. In particular, the increase in the output share of services accounts for an average of 13% of the increase in the share of service occupations. When service occupations are disaggregated by different categories, we find that the output share of services is significantly and positively related to the share of managers, professionals, and technicians. In contrast, the remaining service occupations do not benefit from the increase in service revenues. Finally, professionals and technicians are complementary to purchased services (from either domestic or foreign suppliers). Journal: The Service Industries Journal Pages: 1686-1706 Issue: 15-16 Volume: 33 Year: 2013 Month: 12 X-DOI: 10.1080/02642069.2011.639872 File-URL: http://hdl.handle.net/10.1080/02642069.2011.639872 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1686-1706 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Title: What is truth? Journal: The Service Industries Journal Pages: 1-4 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2014.880619 File-URL: http://hdl.handle.net/10.1080/02642069.2014.880619 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:1-4 Template-Type: ReDIF-Article 1.0 Author-Name: Bernhard Dachs Author-X-Name-First: Bernhard Author-X-Name-Last: Dachs Author-Name: Sabine Biege Author-X-Name-First: Sabine Author-X-Name-Last: Biege Author-Name: Martin Borowiecki Author-X-Name-First: Martin Author-X-Name-Last: Borowiecki Author-Name: Gunter Lay Author-X-Name-First: Gunter Author-X-Name-Last: Lay Author-Name: Angela Jäger Author-X-Name-First: Angela Author-X-Name-Last: Jäger Author-Name: Doris Schartinger Author-X-Name-First: Doris Author-X-Name-Last: Schartinger Title: Servitisation of European manufacturing: evidence from a large scale database Abstract: Manufacturing firms increasingly produce and provide services along with or instead of their traditional physical products. The goal of this paper is to provide new evidence for this servitisation of European manufacturing and test previous findings based on case studies with a large, firm-level data set. Empirical results indicate that service turnover of manufacturing firms is still small compared to the turnover with physical products. National differences play only a minor role in explaining the degree of servitisation. Firm size is of more relevance. Results reveal a U-shaped relationship between firm size and servitisation which points to advantages of both, small and large firms in servitisation. Moreover, servitisation is positively related to product complexity and the likelihood that the firm introduces product innovation. Journal: The Service Industries Journal Pages: 5-23 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.776543 File-URL: http://hdl.handle.net/10.1080/02642069.2013.776543 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:5-23 Template-Type: ReDIF-Article 1.0 Author-Name: Joachim Wagner Author-X-Name-First: Joachim Author-X-Name-Last: Wagner Title: Exports, foreign direct investments and productivity: are services firms different? Abstract: This paper contributes to the literature on international firm activities by providing the first evidence on the link between productivity and both exports and foreign direct investment (FDI) in services firms from a highly developed country. It uses unique new data from Germany, one of the leading actors in the world market for services. Statistical tests and regression analyses indicate that the productivity pecking order found in numerous studies using data for firms from manufacturing industries - where the firms with the highest productivity engage in FDI while the least productive firms serve the home market only and the productivity of exporting firms is in between - does not exist among firms from services industries. There is evidence that firms with FDI are less productive than firms that export; this finding is in line with recent empirical results reported for software firms from India. Journal: The Service Industries Journal Pages: 24-37 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763344 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763344 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:24-37 Template-Type: ReDIF-Article 1.0 Author-Name: Rhodri Thomas Author-X-Name-First: Rhodri Author-X-Name-Last: Thomas Author-Name: Huw Thomas Author-X-Name-First: Huw Author-X-Name-Last: Thomas Title: 'Hollow from the start'? Professional associations and the professionalisation of tourism Abstract: Occupations as diverse as nursing, journalism and marketing have strengthened their claim to professional status and current research suggests that professional associations played a critical part in the process of professionalisation. Following a review of three conceptual approaches to understanding contemporary professionalisation strategies, this paper examines the case of British tourism. It traces the historical development and assesses the current practice of the two main professional associations in the sector. The analysis shows that the 'professionalisation project' has largely failed and argues that contemporary frameworks for understanding professionalisation strategies are somewhat deficient when applied to tourism. Journal: The Service Industries Journal Pages: 38-55 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763346 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763346 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:38-55 Template-Type: ReDIF-Article 1.0 Author-Name: Mark Durkin Author-X-Name-First: Mark Author-X-Name-Last: Durkin Author-Name: Leanna Filbey Author-X-Name-First: Leanna Author-X-Name-Last: Filbey Author-Name: Danielle McCartan-Quinn Author-X-Name-First: Danielle Author-X-Name-Last: McCartan-Quinn Title: Marketing to the mature learner: exploring the role of web communications Abstract: At a time of great change within the higher education sector, this paper focuses on the challenges facing marketers in the UK's higher education industry. Specifically, the research identifies the extent to which university marketing managers are conscious of the importance of market segmentation particularly with regard to the growing mature learner segment, and to what extent such marketers are using the web to engage and influence this older segment. The evidence presented in this study suggests that the sample universities display an inadequate state of readiness to respond to the marketing challenges arising in the changing environment and that the opportunity to influence the growing and affluent mature learner market through online communication remains largely unexploited. A general lack of a marketing orientation within the sector prevails. Journal: The Service Industries Journal Pages: 56-70 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763342 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763342 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:56-70 Template-Type: ReDIF-Article 1.0 Author-Name: Edward Kasabov Author-X-Name-First: Edward Author-X-Name-Last: Kasabov Author-Name: Tessa Hain Author-X-Name-First: Tessa Author-X-Name-Last: Hain Title: Cross-generational perceptions and reactions during service recovery Abstract: The assumptions of some service-marketing theorists have recently been questioned in analyses of disciplining and compliance - defined as service providers' attempts to control interactions with customers by subtly influencing and manipulating customers' choices and behaviours, based on observation and knowledge of customers. An empirical study seeks to provide a better understanding of the perceptions and reactions to disciplining and compliance by members of two significant generations: baby boomers and generation Y. Cross-generational similarities and differences in expectations of service recovery, perceptions and reactions to disciplining and compliance suggest two distinct pathways of disciplining and compliance which have been incorporated into a new model - an addition to services marketing which rarely acknowledges disciplining and compliance in service interactions. Practitioners are advised to apply disciplining and compliance in a manner sensitive to cross-generational differences and not generically, as appears to be the current practice in the companies studied, by utilising data to distinguish among callers belonging to diverse generational cohorts and apply diverse disciplining and compliance tactics accordingly. Journal: The Service Industries Journal Pages: 71-87 Issue: 1 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763347 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763347 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:1:p:71-87 Template-Type: ReDIF-Article 1.0 Author-Name: Nakil Sung Author-X-Name-First: Nakil Author-X-Name-Last: Sung Title: Declining first-mover advantage in mobile telecommunications markets Abstract: First-mover advantage may be more remarkable in the inherently oligopolistic mobile telecommunications market. This study evaluates the impact of market experience and competition on market share and profitability in mobile markets. Specifically, the study estimates regression equations for market share and earnings before interest, tax, depreciation, and amortization (EBITDA) service margin as a proxy for profitability, relying on a panel of mobile network operator (MNO) data from 27 Organisation for Economic Co-operation and Development member states for the period 1998-2009. The empirical results demonstrate that market experience (relative time in the market) exerted a clearly positive effect on the market share and the EBITDA service margin for MNOs. On the other hand, this first-mover advantage declines over time with accumulated competition experience, especially in the latter half of the 2000s. Journal: The Service Industries Journal Pages: 89-102 Issue: 2 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763931 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763931 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:89-102 Template-Type: ReDIF-Article 1.0 Author-Name: Yeliz Ekinci Author-X-Name-First: Yeliz Author-X-Name-Last: Ekinci Author-Name: Füsun Ulengin Author-X-Name-First: Füsun Author-X-Name-Last: Ulengin Author-Name: Nimet Uray Author-X-Name-First: Nimet Author-X-Name-Last: Uray Title: Using customer lifetime value to plan optimal promotions Abstract: The purpose of this study is to develop a methodology to guide managers in determining the optimal promotion campaigns to be directed towards different market segments in order to maximize the value of customers. For the purposes of this study, a two-step methodology is used, based on stochastic dynamic programming and the classification and regression tree. This methodology groups the customers according to their value. Within this framework, an experiment is conducted in which each of the different promotion campaigns is assigned to different randomly selected groups. The impact of each type of promotion on each type of market segment is analysed in order to find the optimal promotion campaigns appropriate for each. In contrast to previous research, this study takes into account a firm that provides more than one specific type of product or service. In addition, it analyses the impact of widely used types of promotion campaigns compared with the narrow scope of those investigated in previous studies. Therefore, this research presents important insights into managing relations with the customers in a more interactive and profitable way. Journal: The Service Industries Journal Pages: 103-122 Issue: 2 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763929 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763929 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:103-122 Template-Type: ReDIF-Article 1.0 Author-Name: Ramón Barrera Barrera Author-X-Name-First: Ramón Barrera Author-X-Name-Last: Barrera Author-Name: Gabriel Cepeda Carrión Author-X-Name-First: Gabriel Cepeda Author-X-Name-Last: Carrión Title: Simultaneous measurement of quality in different online services Abstract: The purpose of our study is to propose a measurement model, based on two separate scales, to simultaneously test the quality of three services: online travel reservations, accommodation reservations and online ticketing. A scale to measure electronic service quality consists of four dimensions: design, functionality, privacy and information/reliability. The second scale used to measure recovery electronic service quality consists of two dimensions: access/contact and responsiveness. The findings indicate that our scales are reliable, valid and consistent among different contexts. To complete the validity assessment of the proposed scales, we test the nomological validity comparing different competing models. Journal: The Service Industries Journal Pages: 123-144 Issue: 2 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763345 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763345 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:123-144 Template-Type: ReDIF-Article 1.0 Author-Name: Anna Serena Vergori Author-X-Name-First: Anna Serena Author-X-Name-Last: Vergori Title: Measuring innovation in services: the role of surveys Abstract: The main aim of this paper was to analyse the role of European innovation surveys in measuring innovation in services. The various community innovation surveys (CISs) are analysed in the light of the three main theoretical approaches to innovation in services, namely assimilation, service-oriented and integrative. The analysis performed shows a gradual change in the way in which European surveys have been structured over time, highlighting a partial shift from the assimilation approach towards the integrative one. Furthermore, the paper provides a systematic assessment of the CIS experience and of the lessons to be drawn from it. Journal: The Service Industries Journal Pages: 145-161 Issue: 2 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763343 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763343 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:145-161 Template-Type: ReDIF-Article 1.0 Author-Name: Seng-Su Tsang Author-X-Name-First: Seng-Su Author-X-Name-Last: Tsang Author-Name: Yi-Fen Chen Author-X-Name-First: Yi-Fen Author-X-Name-Last: Chen Author-Name: Yung-Hsiang Lu Author-X-Name-First: Yung-Hsiang Author-X-Name-Last: Lu Author-Name: Ching-Ren Chiu Author-X-Name-First: Ching-Ren Author-X-Name-Last: Chiu Title: Assessing productivity in the presence of negative data and undesirable outputs Abstract: Few studies address the presence of negative data and undesirable outputs in productivity assessment. This study proposes a range-adjusted measure model that uses a non-radial Malmquist productivity index to estimate dynamic productivity in the presence of negative data and undesirable outputs. Banking-industry data are used to demonstrate the proposed model. The results show that during the 2007-2009 global financial crises, bank productivity deteriorated, mainly because of technical changes, and smaller banks suffered smaller financial losses. Finally, a decision making matrix based on the analysis results is presented to show the implications of the proposed method. Journal: The Service Industries Journal Pages: 162-174 Issue: 2 Volume: 34 Year: 2014 Month: 1 X-DOI: 10.1080/02642069.2013.763932 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:2:p:162-174 Template-Type: ReDIF-Article 1.0 Author-Name: Adi Weidenfeld Author-X-Name-First: Adi Author-X-Name-Last: Weidenfeld Author-Name: Allan M. Williams Author-X-Name-First: Allan M. Author-X-Name-Last: Williams Author-Name: Richard W. Butler Author-X-Name-First: Richard W. Author-X-Name-Last: Butler Title: Spatial competition and agglomeration in the visitor attraction sector Abstract: This paper provides a theoretical and empirical contribution to understanding spatial competition by examining visitor attractions in two contrasting clusters of lower and higher levels of agglomeration of businesses in Cornwall, UK. The study found that competition is mainly for customers and labour and is related differently to the levels of agglomeration, spatial proximity and thematic product similarity between visitor attractions at the local compared with the regional scale. Location can be used differently for employing 'weak' and 'strong' competitive strategies. The study contributes to the knowledge on the spatiality of competition and the locational strategies of service businesses. Journal: The Service Industries Journal Pages: 175-195 Issue: 3 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778251 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778251 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:3:p:175-195 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Arancibia Carvajal Author-X-Name-First: Sara Author-X-Name-Last: Arancibia Carvajal Author-Name: Angel Fernández Nogales Author-X-Name-First: Angel Author-X-Name-Last: Fernández Nogales Title: How to support the management of intangibles Abstract: The main objective of this work is the application of the concept of intellectual capital to management for business development and innovation. Concretely, we propose strengthening the 'Intellectus' model of intellectual capital by combining it with a multicriteria methodology called the 'analytic hierarchy process'. The proposed methodology seeks to facilitate decision making by managers in focusing actions and resources to innovate and improve the value of their services to their clients. In particular, an application was made to the banking service sector in Chile, to identify the intangibles of greater importance in loyalty-building of clients. We identified technological capital, human capital and business capital as the intangibles with the highest priorities. Journal: The Service Industries Journal Pages: 196-211 Issue: 3 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778250 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778250 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:3:p:196-211 Template-Type: ReDIF-Article 1.0 Author-Name: W.Y. Huang Author-X-Name-First: W.Y. Author-X-Name-Last: Huang Author-Name: A.J. Dubinsky Author-X-Name-First: A.J. Author-X-Name-Last: Dubinsky Title: Measuring customer pre-purchase satisfaction in a retail setting Abstract: Previous studies have addressed customer satisfaction as a post-purchase phenomenon. However, examining solely post-purchase satisfaction when investigating consumer satisfaction is incomplete because multiple stages are involved in the purchase decision making process. Thus, the purpose of this study was to develop an instrument to assess customer satisfaction in the pre<bold>-</bold>purchase stage using procedures for developing a reliable and valid scale, as proposed by Churchill [1979. A paradigm of developing better measures of marketing constructs. <italic>Journal of Marketing Research</italic>, <italic>16</italic>(1), 64-73.] and DeVellis [2003. <italic>Scale development: Theory and applications</italic> (2nd ed.). Thousand Oaks, CA: Sage.]. Two sets of data were collected to carry out two stages of scale purification - 98 subjects participated in the first stage and 443 subjects participated in the second stage. The factor structures, reliability, and construct validity were tested to assess the properties of the final scale. Findings revealed a 21-item, 6-dimension scale measuring customers' pre-purchase satisfaction. Discussion of the results, managerial implications, study limitations, and suggestions for future research are presented. Journal: The Service Industries Journal Pages: 212-229 Issue: 3 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778249 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778249 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:3:p:212-229 Template-Type: ReDIF-Article 1.0 Author-Name: Yong-Ki Lee Author-X-Name-First: Yong-Ki Author-X-Name-Last: Lee Author-Name: Byung-Ho Choi Author-X-Name-First: Byung-Ho Author-X-Name-Last: Choi Author-Name: Dong Jin Kim Author-X-Name-First: Dong Jin Author-X-Name-Last: Kim Author-Name: Sunghyup Sean Hyun Author-X-Name-First: Sunghyup Sean Author-X-Name-Last: Hyun Title: Relational benefits, their consequences, and customer membership types Abstract: The purpose of this research is to develop and test a theoretical model in which customer satisfaction mediates the relationship between a firm's relational benefits efforts (i.e. psychological, social, and special treatment benefits) and customer voluntary performance behaviors. Through a review of literature, a conceptual model was developed and then tested utilizing data collected from 522 hotel restaurant patrons. The results indicated that customer relational benefits influence customer voluntary behaviors, the impact of which is mediated by customer satisfaction. More importantly, it was found that the relationships among relational benefits, customer satisfaction, and customer voluntary performance differ depending on whether the surveyed customers had paid or free memberships with the companies in question. The managerial implications of these findings are discussed in the latter part of this article. Journal: The Service Industries Journal Pages: 230-250 Issue: 3 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.763927 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763927 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:3:p:230-250 Template-Type: ReDIF-Article 1.0 Author-Name: Azin Mostajer Haghighi Author-X-Name-First: Azin Author-X-Name-Last: Mostajer Haghighi Author-Name: Thomas Baum Author-X-Name-First: Thomas Author-X-Name-Last: Baum Author-Name: Farhad Shafti Author-X-Name-First: Farhad Author-X-Name-Last: Shafti Title: Dimensions of customer loyalty in hospitality micro-enterprises Abstract: This study aims to explore the role of customer loyalty as a managerial tool in the context of hospitality micro-enterprises (HMEs). In the absence of the concept of franchise customer loyalty becomes one of the key factors for survival. Analysis of data results in exploring the importance of customer loyalty to owner-managers, and their role in generating the antecedents of loyalty is also revealed. Encounter of owner-managers' motivations with small hospitality business characteristics appears to be influential. Motivation leads to creation of an 'at home' feeling and offering extra services. These directly influence customer loyalty in HMEs. A paradox has been highlighted: as a result of the same factors (host motivations and small business characteristics) customer loyalty cannot be built in its higher levels. Journal: The Service Industries Journal Pages: 251-273 Issue: 3 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.763928 File-URL: http://hdl.handle.net/10.1080/02642069.2013.763928 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:3:p:251-273 Template-Type: ReDIF-Article 1.0 Author-Name: J.P. Coen Rigtering Author-X-Name-First: J.P. Coen Author-X-Name-Last: Rigtering Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Author-Name: Fabian Eggers Author-X-Name-First: Fabian Author-X-Name-Last: Eggers Author-Name: Søren H. Jensen Author-X-Name-First: Søren H. Author-X-Name-Last: Jensen Title: A comparative analysis of the entrepreneurial orientation/growth relationship in service firms and manufacturing firms Abstract: This article builds on the recently increasingly mentioned notion that entrepreneurship in the service sector is a worthwhile, but clearly underresearched topic. Using a sample of 1,612 small- and medium-size enterprises from the four German-speaking countries Germany, Austria, Switzerland, and Liechtenstein, and using structural equation modeling, this article finds that service firms have a significantly higher entrepreneurial orientation (EO) than manufacturing firms - both on the overall level as well as for each of the three sub-categories proactiveness, innovativeness, and risk-taking. With regards to the positive relationship between a firm's EO and its growth aspirations, nevertheless, no significant differences could be identified. Accordingly, this study shows that EO is a strategic orientation of highest value for service firms as well, under the premise of growth-orientation. Journal: The Service Industries Journal Pages: 275-294 Issue: 4 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778978 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778978 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:4:p:275-294 Template-Type: ReDIF-Article 1.0 Author-Name: James Richard Guzak Author-X-Name-First: James Richard Author-X-Name-Last: Guzak Author-Name: Abdul A. Rasheed Author-X-Name-First: Abdul A. Author-X-Name-Last: Rasheed Title: Governance and growth of professional service firms Abstract: We argue that partnerships are the optimal governance structure for professional service firms (PSFs) based on our analysis of their need for collegial controls, the use of tacit knowledge, and an investigation of agency costs. However, these factors and the resulting choice of partnership as a governance structure constrain the ability of PSFs to successfully pursue growth strategies. In addition, their growth potential is further circumscribed by diversification limitations, as well as reputational and resource constraints. Journal: The Service Industries Journal Pages: 295-313 Issue: 4 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778975 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778975 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:4:p:295-313 Template-Type: ReDIF-Article 1.0 Author-Name: Christopher Durugbo Author-X-Name-First: Christopher Author-X-Name-Last: Durugbo Title: Managing industrial service co-design: identifying challenges from technology firms Abstract: This article investigates how the co-design of industrial services is managed by technology firms. Through multiple-case studies within high-technology semiconductor companies, the article finds that overlapped stages and collective action require considerations on a case-by-case basis as determined by business opportunities, industry standards, existing organisational practice and service level agreements. The major contribution of this article is a connection between recent research emphasising the importance of providing industrial services, and established literature on co-design. Key service operations management challenges are also identified and discussed in terms of the need for studies and frameworks to coordinate negotiations for enhanced service encounters, to critique industrial service co-design, and to integrated information during service design. Journal: The Service Industries Journal Pages: 314-334 Issue: 4 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778976 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:4:p:314-334 Template-Type: ReDIF-Article 1.0 Author-Name: Alex Hugh David Author-X-Name-First: Alex Hugh Author-X-Name-Last: David Title: A service sector classification scheme using economic data Abstract: Using economic data, this paper recreates a previously published service industry classification scheme that was derived using discursive data from interviews with industry experts. It triangulates the earlier results using a different methodology, and extends earlier classification schemes in a comprehensive, objective way. A principal component analysis of six sector parameter sets from a regression analysis of a productivity data set covering 14 countries produces three sector factors, the 'capital type', the 'innovation type' and the 'quality type', which form the basis of the classification scheme. A high degree of conformity is found between this and the previously published discursive-based scheme. Journal: The Service Industries Journal Pages: 335-353 Issue: 4 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778974 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778974 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:4:p:335-353 Template-Type: ReDIF-Article 1.0 Author-Name: Justo De Jorge Author-X-Name-First: Justo Author-X-Name-Last: De Jorge Author-Name: Cristina Suárez Author-X-Name-First: Cristina Author-X-Name-Last: Suárez Title: Productivity, efficiency and its determinant factors in hotels Abstract: This study assesses the total factor productivity, efficiency and its determinants in the hotel sector in the period 1999-2007, with the objective to analyze the management implications of these outcomes. The results show improvements in productivity due to innovation, with significant differences due to the geographic location, and a decrease in efficiency explained in terms of adaptation to supply. There are several factors determining the efficient leading hotels. First, the concentration market share to achieve efficiency gains. Second, a curvilinear (U) shape between efficiency and size of the hotel. Third, a higher degree of organizational autonomy is positively related to efficiency, but negatively related to the commitment to quality. Journal: The Service Industries Journal Pages: 354-372 Issue: 4 Volume: 34 Year: 2014 Month: 2 X-DOI: 10.1080/02642069.2013.778977 File-URL: http://hdl.handle.net/10.1080/02642069.2013.778977 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:4:p:354-372 Template-Type: ReDIF-Article 1.0 Author-Name: Per Carlborg Author-X-Name-First: Per Author-X-Name-Last: Carlborg Author-Name: Daniel Kindström Author-X-Name-First: Daniel Author-X-Name-Last: Kindström Author-Name: Christian Kowalkowski Author-X-Name-First: Christian Author-X-Name-Last: Kowalkowski Title: The evolution of service innovation research: a critical review and synthesis Abstract: The number of service innovation articles has increased dramatically in the past 25 years. By reviewing 128 articles published between 1986 and 2010, primarily in leading marketing and innovation journals, this study analyzes the progression of service innovation research according to topicality and perspective. The authors summarize prior research by clustering it into three evolutional phases and drawing parallels with the evolution of the wider services marketing field. Overall, the view of service innovation has evolved, from a complement of traditional product innovation to a multidimensional, all-encompassing notion that entails several functions, both within and outside the firm. Journal: The Service Industries Journal Pages: 373-398 Issue: 5 Volume: 34 Year: 2014 Month: 3 X-DOI: 10.1080/02642069.2013.780044 File-URL: http://hdl.handle.net/10.1080/02642069.2013.780044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:373-398 Template-Type: ReDIF-Article 1.0 Author-Name: Alban Fischer Author-X-Name-First: Alban Author-X-Name-Last: Fischer Author-Name: Jan Henrik Sieg Author-X-Name-First: Jan Henrik Author-X-Name-Last: Sieg Author-Name: Martin W. Wallin Author-X-Name-First: Martin W. Author-X-Name-Last: Wallin Author-Name: Georg von Krogh Author-X-Name-First: Georg von Author-X-Name-Last: Krogh Title: What motivates professional service firm employees to nurture client dialogues? Abstract: Dialogues between professionals and their clients are at the core of relationship marketing of professional service firms. To nurture dialogues, professionals need to extend the scope of the dialogue to new issues that impact the client organization's performance. We develop and examine (<italic>N</italic> = 431) a model grounded in the theory of planned behavior to highlight factors that impact the willingness of professionals to initiate the extension of client dialogues. Three main results are found. First, affective and instrumental attitudes are distinct and different motivational antecedents that simultaneously impact willingness. Second, affective and instrumental attitude are intermediate psychological considerations shaped by extrinsic rewards, reciprocal relationships, and client relationship quality. Third, organizational pressure operates indirectly by instilling a personal professional norm to extend client dialogues. Journal: The Service Industries Journal Pages: 399-421 Issue: 5 Volume: 34 Year: 2014 Month: 3 X-DOI: 10.1080/02642069.2014.871535 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871535 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:399-421 Template-Type: ReDIF-Article 1.0 Author-Name: Pep Simo Author-X-Name-First: Pep Author-X-Name-Last: Simo Author-Name: Mihaela Enache Author-X-Name-First: Mihaela Author-X-Name-Last: Enache Author-Name: Jose M. Sallan Author-X-Name-First: Jose M. Author-X-Name-Last: Sallan Author-Name: Vicenc Fernandez Author-X-Name-First: Vicenc Author-X-Name-Last: Fernandez Title: Relations between organizational commitment and focal and discretionary behaviours Abstract: The purpose of this paper is to analyse the relations between organizational commitment (OC) dimensions and two focal and discretionary behaviours (intention to stay and organizational citizenship behaviour). Drawing on a sample of 310 Spanish employees of small services firms, this research reveals that in contrast to recent findings that detected a nonlinear (inverted U-shaped) relationship between continuance commitment and intention to stay, the form of the relationships between OC dimensions and the proposed outcomes is linear rather than nonlinear. Furthermore, when dividing continuance commitment into two subcomponents, the research results indicate that the dimension associated with commitment based on few existing employment alternatives is significantly, negatively and linearly related to intention to stay and organizational citizenship behaviour. This suggests that the three-component model of OC suffers from a conceptual inconsistency, which is further discussed. Journal: The Service Industries Journal Pages: 422-438 Issue: 5 Volume: 34 Year: 2014 Month: 3 X-DOI: 10.1080/02642069.2014.871534 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871534 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:422-438 Template-Type: ReDIF-Article 1.0 Author-Name: Wei Tung Author-X-Name-First: Wei Author-X-Name-Last: Tung Author-Name: Austin Rong-Da Liang Author-X-Name-First: Austin Rong-Da Author-X-Name-Last: Liang Author-Name: Su-Chang Chen Author-X-Name-First: Su-Chang Author-X-Name-Last: Chen Title: The influence of service orientation and interaction orientation on consumer identification Abstract: A service orientation aims to provide professional and comprehensive service items to consumers in a sale or a non-sale situation, while an interaction orientation has the goal of creating good interaction ability with individual customers in order to maintain long-term, profitable customer relationships, and in the process obtaining valuable information about individual customers. These orientations build customer-centric operations and develop competitive advantages, thus enhancing firm performance and customer value. The main purpose of this study was to examine the relative and collective contributions of different strategic orientations on a firm's performance, with a focus on consumer-company identification. The structural equation model results indicate that (1) both service orientation and interaction orientation positively influence consumer-company identification and (2) interaction orientation results in higher perceived consumer identification. Journal: The Service Industries Journal Pages: 439-454 Issue: 5 Volume: 34 Year: 2014 Month: 3 X-DOI: 10.1080/02642069.2014.871533 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871533 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:439-454 Template-Type: ReDIF-Article 1.0 Author-Name: Silvia Sanz-Blas Author-X-Name-First: Silvia Author-X-Name-Last: Sanz-Blas Author-Name: Carla Ruiz-Mafé Author-X-Name-First: Carla Author-X-Name-Last: Ruiz-Mafé Author-Name: Isabel Pérez Perez Author-X-Name-First: Isabel Pérez Author-X-Name-Last: Perez Title: Key drivers of services website loyalty Abstract: The ease of website comparison and strong price competition encourage users to constantly switch tourism service providers. The present work analyses how satisfaction, trust, and commitment can help to strengthen loyalty towards websites selling accommodation services. Moreover, special attention is paid here to evaluate the moderating effects of gender on the relationships between these variables. Structural equation models were used to test the hypotheses on a sample of 230 Mexican Internet users, online purchasers of tourist accommodation services. The results show significant differences between men and women's post-purchase behaviour with a higher influence in women of trust on commitment and of commitment on loyalty towards accommodation services websites. Managerial implications for accommodation websites are provided. Journal: The Service Industries Journal Pages: 455-475 Issue: 5 Volume: 34 Year: 2014 Month: 3 X-DOI: 10.1080/02642069.2014.871530 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871530 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:455-475 Template-Type: ReDIF-Article 1.0 Author-Name: Michael J. Dorsch Author-X-Name-First: Michael J. Author-X-Name-Last: Dorsch Author-Name: Raymond P. Fisk Author-X-Name-First: Raymond P. Author-X-Name-Last: Fisk Author-Name: Stephen J. Grove Author-X-Name-First: Stephen J. Author-X-Name-Last: Grove Title: The Frontiers in Service Conference: a 20-year retrospective Abstract: The history of the Frontiers in Service Conference and its impact on the service research community was examined by content analyzing each of the 20 conference programs. The results were aggregated and examined for trends regarding program participation on several characteristics, including author, institutional affiliation, country affiliation, and practitioner/academic relationship. Insights regarding the role of the Frontiers Conference in nurturing service knowledge, fostering multinational research collaboration, and bridging the practitioner-academic gap are offered. These findings show strong growth in collaboration across the first 20 years. A total of 57 countries are represented in the data with significant research collaboration across those countries. Also, many corporations are represented in the data, especially International Business Machines (IBM). The value of the Frontiers in Service Conference as a vehicle for encouraging collaboration between service scholars and practitioners globally and for bridging the practitioner-academic gap is established. Journal: The Service Industries Journal Pages: 477-494 Issue: 6 Volume: 34 Year: 2014 Month: 4 X-DOI: 10.1080/02642069.2014.870160 File-URL: http://hdl.handle.net/10.1080/02642069.2014.870160 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:6:p:477-494 Template-Type: ReDIF-Article 1.0 Author-Name: Sejin Ha Author-X-Name-First: Sejin Author-X-Name-Last: Ha Author-Name: Leslie Stoel Author-X-Name-First: Leslie Author-X-Name-Last: Stoel Title: Designing loyalty programs that matter to customers Abstract: This study explores a model proposing a customer loyalty program as an identity marketing tool that evokes customer's identity salience (one's perception that a loyalty program membership is important to his/her identity). The results of a Web-based experiment indicate that identity salience is heightened by (1) the uniqueness and exclusiveness of a loyalty program (distinctiveness), and (2) by the fit between the function of the program's rewards and the customer's identity goal (identity congruence). The heightened identity salience, in turn, positively influences the customer's attitude toward the retailer, satisfaction with the loyalty program and the perceived quality of his/her relationship with the retailer. Journal: The Service Industries Journal Pages: 495-514 Issue: 6 Volume: 34 Year: 2014 Month: 4 X-DOI: 10.1080/02642069.2014.871531 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871531 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:6:p:495-514 Template-Type: ReDIF-Article 1.0 Author-Name: Edward C.S. Ku Author-X-Name-First: Edward C.S. Author-X-Name-Last: Ku Title: Technological competence and team cohesiveness among travel agencies Abstract: From the perspective of collaboration, the independent travel agent has provided it makes appropriate investment in technology and creates competitive advantage. The research goals of this study were to investigate how strategic adaptation among the members of travel agent collaborations affects service performance. Data were obtained via a mailed questionnaire survey of a sample of travel agencies. The model and the hypotheses were tested using a structural equation modeling approach. The findings of this study provide interesting insights for travel agencies interested in service performance. Technological competence has emerged as an important asset in travel agent collaboration, which can be used to increase the productivity of knowledge works through the management of service performance, and different strategies are discussed in terms of different segments of partners within the collaboration. Journal: The Service Industries Journal Pages: 515-529 Issue: 6 Volume: 34 Year: 2014 Month: 4 X-DOI: 10.1080/02642069.2014.871532 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871532 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:6:p:515-529 Template-Type: ReDIF-Article 1.0 Author-Name: Alicia Izquierdo-Yusta Author-X-Name-First: Alicia Author-X-Name-Last: Izquierdo-Yusta Author-Name: María Pilar Martínez-Ruiz Author-X-Name-First: María Pilar Author-X-Name-Last: Martínez-Ruiz Author-Name: Agustín Álvarez-Herranz Author-X-Name-First: Agustín Author-X-Name-Last: Álvarez-Herranz Title: What differentiates Internet shoppers from Internet surfers? Abstract: This work analyses the motivations behind consumers' online shopping intentions for specific tourism services, such as hotel reservations, across both Internet shoppers and Internet surfers (i.e. those who exit the website before completing the reservation). A structural equation analysis features a sample of 1289 Spanish Internet users (530 shoppers and 759 surfers). The results indicate that perceived usefulness is the most important aspect conditioning the intention to buy online for Internet shoppers, whereas the role of convenience is more significant for Internet surfers. The empirical findings suggest different managerial guidelines for encouraging online reservations by Internet surfers and can help facilitate decision making processes for managers in this industry. Journal: The Service Industries Journal Pages: 530-549 Issue: 6 Volume: 34 Year: 2014 Month: 4 X-DOI: 10.1080/02642069.2014.871536 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871536 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:6:p:530-549 Template-Type: ReDIF-Article 1.0 Author-Name: Ziqiong Zhang Author-X-Name-First: Ziqiong Author-X-Name-Last: Zhang Author-Name: Zili Zhang Author-X-Name-First: Zili Author-X-Name-Last: Zhang Author-Name: Rob Law Author-X-Name-First: Rob Author-X-Name-Last: Law Title: Relative importance and combined effects of attributes on customer satisfaction Abstract: Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment). Journal: The Service Industries Journal Pages: 550-566 Issue: 6 Volume: 34 Year: 2014 Month: 4 X-DOI: 10.1080/02642069.2014.871537 File-URL: http://hdl.handle.net/10.1080/02642069.2014.871537 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:6:p:550-566 Template-Type: ReDIF-Article 1.0 Author-Name: Paul Bishop Author-X-Name-First: Paul Author-X-Name-Last: Bishop Author-Name: Steven Brand Author-X-Name-First: Steven Author-X-Name-Last: Brand Title: Human capital, diversity, and new firm formation Abstract: This paper analyses the role of human capital in determining regional variations in firm births. It is argued that both the level and heterogeneity of human capital are particularly important for services. This is confirmed by an empirical analysis of data for sub-regions of Great Britain from 2001 to 2007 utilising ordinary least-squares and maximum likelihood models incorporating spatial effects. Other variables found to impact on the creation of new service firms are related to labour market effects, agglomeration economies and competition; there are also significant differences in the impact of human capital between services and manufacturing. Journal: The Service Industries Journal Pages: 567-583 Issue: 7 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886193 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886193 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:567-583 Template-Type: ReDIF-Article 1.0 Author-Name: Roberta Sebastiani Author-X-Name-First: Roberta Author-X-Name-Last: Sebastiani Author-Name: Daniela Corsaro Author-X-Name-First: Daniela Author-X-Name-Last: Corsaro Author-Name: Francesca Montagnini Author-X-Name-First: Francesca Author-X-Name-Last: Montagnini Author-Name: Albert Caruana Author-X-Name-First: Albert Author-X-Name-Last: Caruana Title: Corporate sustainability in action Abstract: Recent developments in management have highlighted the need for research on corporate sustainability strategies at the value chain level and in particular in the context of franchising. Although franchising is a widespread phenomenon, there is little empirical evidence of how companies approach the issue. By employing a multi-method research approach, this study explores the importance that franchisors assign to sustainability and the way they deal with it. Our findings show that franchisors adopt three main different sustainability strategies, with an increasing relevance of social sustainability as an enabler of environmental sustainability. The study sheds some light also on the interplay between the franchisor-franchisee relationship features and the company's approach toward sustainability. Preliminary propositions are presented as a starting point for further research in this area. Journal: The Service Industries Journal Pages: 584-603 Issue: 7 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886191 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886191 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:584-603 Template-Type: ReDIF-Article 1.0 Author-Name: Fabian L. Sepulveda Author-X-Name-First: Fabian L. Author-X-Name-Last: Sepulveda Title: Does service intangibility affect entrepreneurial orientation? Abstract: Service firms face a unique set of challenges in their internationalization and foreign market growth. Their services' characteristics, particularly intangibility, constrain the options available to them for growth. When such firms are services International New Ventures (INVs), their challenges are combined with those related to rapid internationalization and growth. This research investigates how service intangibility and the typical challenges of INVs relate to the firms' Entrepreneurial Orientation and their foreign market growth. The findings show that indeed service intangibility has a relationship with firm proactiveness, risk-taking, and innovativeness; and that not all elements of Entrepreneurial Orientation have a positive impact on growth. Journal: The Service Industries Journal Pages: 604-629 Issue: 7 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886189 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:604-629 Template-Type: ReDIF-Article 1.0 Author-Name: Sergio Román Author-X-Name-First: Sergio Author-X-Name-Last: Román Title: Salesperson's listening in buyer-seller service relationships Abstract: Research has consistently shown that salesperson's active listening behavior leads to strong sales performance. Yet the influence of management policies on listening has received very limited attention, and prior research linking listening to customer retention has led to mixed findings. This study examines how listening is enhanced through control systems and the influence of listening on customer retention in a service context. Dyadic data from salespeople and their customers show that a behavior-based control system (measured as a second-order construct) positively influences listening and the salesperson's customer orientation totally mediates the influence of listening on customer commitment to the salesperson and loyalty to the service company. Our findings indicate that listening is a necessary but not sufficient condition for assuring relationship development. More specifically, customer orientation is the generative mechanism through which listening is able to influence customer retention. Theoretical and practical implications are discussed. Journal: The Service Industries Journal Pages: 630-644 Issue: 7 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886195 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886195 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:630-644 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Wei Chou Author-X-Name-First: Shih-Wei Author-X-Name-Last: Chou Author-Name: Yu-Chieh Chang Author-X-Name-First: Yu-Chieh Author-X-Name-Last: Chang Author-Name: Pi-Hui Hsieh Author-X-Name-First: Pi-Hui Author-X-Name-Last: Hsieh Title: Understanding the performance of software-as-a-service based on service-dominant logic Abstract: How to improve performance of software-as-a-service remains a problem. Drawing from the service-dominant logic, the relational view, and the social exchange theory, we develop a model to delineate the relationships between performance, relationship-specific services, and internal services. The premise of this model is that the service provider's internal services play a key role in motivating the client to collaborate with the vendor. This helps the provider offer relationship-specific services, characterized as knowledge-based and process-based services and the provider's performance relies on these services. Results of empirical testing using responses from 102 firms support the proposed hypotheses. Our findings provide a number of useful implications for research and managers. Journal: The Service Industries Journal Pages: 645-658 Issue: 7 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886188 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:645-658 Template-Type: ReDIF-Article 1.0 Author-Name: Niall Piercy Author-X-Name-First: Niall Author-X-Name-Last: Piercy Author-Name: Chris Archer-Brown Author-X-Name-First: Chris Author-X-Name-Last: Archer-Brown Title: Online service failure and propensity to suspend offline consumption Abstract: Many retailers have expanded their businesses by adding Internet sales channels. There are many advantages of such multi-channel business operation, however, these may be offset by an overlooked negative consequence of cross-channel shopper activity - poor service online may lead customers to suspend consumption in a company's offline channels. Support is found for this proposition, and an investigation into the influence of purchaser characteristics and purchase criticality on propensity to engage in such behavior is conducted. The study makes contributions to understanding cross-channel customer behavior and developing implications for future research as well as management practice. Journal: The Service Industries Journal Pages: 659-676 Issue: 8 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886192 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886192 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:659-676 Template-Type: ReDIF-Article 1.0 Author-Name: Lorena Blasco-Arcas Author-X-Name-First: Lorena Author-X-Name-Last: Blasco-Arcas Author-Name: Blanca I. Hernandez-Ortega Author-X-Name-First: Blanca I. Author-X-Name-Last: Hernandez-Ortega Author-Name: Julio Jimenez-Martinez Author-X-Name-First: Julio Author-X-Name-Last: Jimenez-Martinez Title: Collaborating online: the roles of interactivity and personalization Abstract: Collaborating with customers is considered a new source of competitive advantage so customer participation and involvement are emerging as key strategic factors. This research studies how interactivity and personalization influence both customers' participation during the online purchase of information services and their intentions to continue participating. It also analyzes whether personalization and interactivity improve customer involvement with the service purchased in online environments. Results verify the importance of interactivity and personalization to foster customer participation, involvement and intentions to continue participating. Moreover, it is found that interactivity moderates the effect of personalization, increasing its influence on service involvement and intentions to participate. This paper demonstrates the convenience of analyzing involvement and participation together in order to understand customer collaboration, as well as the importance of the purchase context from a participation and socialization perspective in the services arena. Journal: The Service Industries Journal Pages: 677-698 Issue: 8 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886190 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886190 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:677-698 Template-Type: ReDIF-Article 1.0 Author-Name: Kemefasu Ifie Author-X-Name-First: Kemefasu Author-X-Name-Last: Ifie Title: Customer orientation of frontline employees and organizational commitment Abstract: This study investigates the effect of alignment between employee and firm customer orientation (FCO) on the organizational commitment of frontline service employees. Furthermore, the study examines how the size and nature of the discrepancy between employee customer orientation (ECO) and FCO affects organizational commitment. The results suggest that organizational commitment is stronger when employee and FCO are matched than when they are not. Furthermore, organizational commitment is slightly stronger when ECO exceeds FCO than when the reverse is the case. The results suggest that efforts expended by firms in hiring and retaining customer-oriented service workers will be unlikely to yield optimal commitment benefits without simultaneous investments to improve firm-level customer orientation. Journal: The Service Industries Journal Pages: 699-714 Issue: 8 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886197 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886197 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:699-714 Template-Type: ReDIF-Article 1.0 Author-Name: Graham Winch Author-X-Name-First: Graham Author-X-Name-Last: Winch Title: Strategic business and network positioning for internationalisation Abstract: Despite growing research interest in the internationalisation of professional service firms, little research has investigated the implications of home market business positioning for network positioning in professional service firm internationalisation strategy. This paper develops theory in the service industries by investigating strategic positioning in professional service firm internationalisation through analysis of a case survey of 53 architectural practices. The results of this empirical analysis allow us to develop a configuration analysis of strategic positioning for professional service firm internationalisation as the principal theoretical contribution of this paper. Journal: The Service Industries Journal Pages: 715-728 Issue: 8 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886196 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886196 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:715-728 Template-Type: ReDIF-Article 1.0 Author-Name: Elke Angelika Pioch Author-X-Name-First: Elke Angelika Author-X-Name-Last: Pioch Author-Name: Ulrike Gerhard Author-X-Name-First: Ulrike Author-X-Name-Last: Gerhard Title: Organizational culture as differentiator in international retailing Abstract: Much of the international retailing literature echoes major retailers' assertions that inimitable organizational cultures can create competitive advantage. However, the culture concept remains ill-defined and systematic international empirical analysis is lacking. Based on website analyses of nine international retailers, the paper investigates how organizations define their cultures, codify and transfer them into practice, and aim to homogenize them across borders. Although some evidence for organization-specific cultural aspirations is identified, findings suggest that retailers' cultures become homogenized within and between countries. This supports previous work on the existence of industry-specific macro cultures and challenges the resource-based view, which sees culture as a source of competitive advantage. Journal: The Service Industries Journal Pages: 729-749 Issue: 8 Volume: 34 Year: 2014 Month: 5 X-DOI: 10.1080/02642069.2014.886194 File-URL: http://hdl.handle.net/10.1080/02642069.2014.886194 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:729-749 Template-Type: ReDIF-Article 1.0 Author-Name: Domingo Ribeiro Author-X-Name-First: Domingo Author-X-Name-Last: Ribeiro Author-Name: Gary Paul Akehurst Author-X-Name-First: Gary Paul Author-X-Name-Last: Akehurst Title: Franchising in services Journal: The Service Industries Journal Pages: 751-756 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905923 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905923 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:751-756 Template-Type: ReDIF-Article 1.0 Author-Name: J. Augusto Felício Author-X-Name-First: J. Augusto Author-X-Name-Last: Felício Author-Name: Margarida Duarte Author-X-Name-First: Margarida Author-X-Name-Last: Duarte Author-Name: Vítor Caldeirinha Author-X-Name-First: Vítor Author-X-Name-Last: Caldeirinha Author-Name: Ricardo Rodrigues Author-X-Name-First: Ricardo Author-X-Name-Last: Rodrigues Title: Franchisee-based brand equity and performance Abstract: This study focuses on the perceptions of franchisees and analyzes the influence of brand equity on franchisee performance. The factors that constitute brand equity are also assessed. Factor analysis was used to generate valid and reliable scales based on a sample of 205 Portuguese franchisee firms, and structural equation modeling methodology was then employed in the analysis. The results show franchisee-based brand equity (FBBE) to be a multivariate factor with strong influence on performance. This study contributes significantly to the literature by showing the perspective of franchisees toward franchising. It also has implications on the adequacy of corporate strategy in achieving performance. Journal: The Service Industries Journal Pages: 757-771 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905922 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905922 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:757-771 Template-Type: ReDIF-Article 1.0 Author-Name: Esther Calderon-Monge Author-X-Name-First: Esther Author-X-Name-Last: Calderon-Monge Author-Name: Pilar Huerta-Zavala Author-X-Name-First: Pilar Author-X-Name-Last: Huerta-Zavala Title: Brand and performance signals in the choice of franchise opportunities Abstract: When choosing a franchise chain, potential franchisees must incorporate into their decision process the signals of franchise chain quality being sent to the market by the franchisor. Some of these signals along with potential franchisees' choices of franchise chain are analyzed. The results show that brand value and franchisee performance were the key signals used by Spanish franchisees during the period 2002 through 2008, when deciding to open a franchise outlet. The aim of this study was to contribute to strengthening the relationship between entrepreneurship and franchising in Spain from an empirical viewpoint. Journal: The Service Industries Journal Pages: 772-787 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905920 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905920 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:772-787 Template-Type: ReDIF-Article 1.0 Author-Name: Rosa Lapiedra-Alcamí Author-X-Name-First: Rosa Author-X-Name-Last: Lapiedra-Alcamí Author-Name: Isabel Reig-Fabado Author-X-Name-First: Isabel Author-X-Name-Last: Reig-Fabado Author-Name: Carlos Rueda-Armengot Author-X-Name-First: Carlos Author-X-Name-Last: Rueda-Armengot Title: Franchisors' disclosure duty: market transparency and franchisee protection Abstract: The franchisee is usually the most vulnerable part of the franchise relationship, and should therefore receive greater protection from the legal framework. In this regard, the franchisor's pre-contractual disclosure duty has evolved in its legal status. Whereas its original purpose was to ensure transparency in the market, it now serves to protect the franchisee. In this paper, we compare the franchisor's obligations established by the legal framework in Spain with those set out in the Model Law drawn up by The International Institute for the Unification of Private Law. Journal: The Service Industries Journal Pages: 788-795 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905917 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905917 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:788-795 Template-Type: ReDIF-Article 1.0 Author-Name: Constantino J. Garcia Martin Author-X-Name-First: Constantino J. Author-X-Name-Last: Garcia Martin Author-Name: Amparo Medal-Bartual Author-X-Name-First: Amparo Author-X-Name-Last: Medal-Bartual Author-Name: Marta Peris-Ortiz Author-X-Name-First: Marta Author-X-Name-Last: Peris-Ortiz Title: Analysis of efficiency and profitability of franchise services Abstract: The present study analyses the relative efficiency of franchise services and characterises the best companies, confirming the relationship between efficiency and profit. These companies are from 'the trade and other services sector', the main group of service-providing companies in the Spanish economy. The methodology calls for first comparing the relative efficiency of franchisers and ownership enterprises. Second, the focus turns to the most efficient franchise services, using a super-efficiency model to rank them. The paper then goes on to cover the analysis of the main characteristics of the best franchise enterprises, the number of own establishments in a franchise business and the profitability of the company. This paper presents arguments as to why companies from the trade and other services sector are included. The main conclusion is that, whilst the number of establishments is irrelevant in achieving greater efficiency, many of the most efficient enterprises have high returns. Journal: The Service Industries Journal Pages: 796-810 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905921 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905921 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:796-810 Template-Type: ReDIF-Article 1.0 Author-Name: Yi Hsin Lin Author-X-Name-First: Yi Hsin Author-X-Name-Last: Lin Author-Name: Feng Jyh Lin Author-X-Name-First: Feng Jyh Author-X-Name-Last: Lin Author-Name: Chris Ryan Author-X-Name-First: Chris Author-X-Name-Last: Ryan Title: Tourists' purchase intentions: impact of franchise brand awareness Abstract: This study examines how an intention on the part of tourists to purchase items for daily use is determined by their awareness of franchise-branded stores, the image of those brands, and the perceived risk of purchase from non-franchised stores within Taiwan. In that country franchised chains are an important component of the retail mix, and their presence in tourist destinations can influence shopping patterns. The results indicate that positive relationships exist between intentions to purchase items from franchise convenience stores and perceived risk of buying from unfamiliar retail outlets. Equally familiarity with the destination acts as a moderating variable, and this variable facilitates higher patronage of non-franchised stores by tourists. The results indicate a general preference for purchases from well-established franchised outlets than locally independent owned stores. Managerial implications for both types of stores in tourist zones are discussed. Journal: The Service Industries Journal Pages: 811-827 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905919 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905919 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:811-827 Template-Type: ReDIF-Article 1.0 Author-Name: Manuela Pardo-del-Val Author-X-Name-First: Manuela Author-X-Name-Last: Pardo-del-Val Author-Name: Clara Martínez-Fuentes Author-X-Name-First: Clara Author-X-Name-Last: Martínez-Fuentes Author-Name: José Ignacio López-Sánchez Author-X-Name-First: José Ignacio Author-X-Name-Last: López-Sánchez Author-Name: Beatriz Minguela-Rata Author-X-Name-First: Beatriz Author-X-Name-Last: Minguela-Rata Title: Franchising: the dilemma between standardisation and flexibility Abstract: Both standardisation and flexibility are naturally linked to franchising and the balance between them has become an important research issue. Literature states that cost minimisation, brand image and innovation are the main reasons that push towards standardisation, while flexibility is claimed (for those that advocate for it) in order to achieve a higher adaptation to local markets and enhance franchisees' entrepreneurial attitudes. This research will focus on the computer retail sector to find out how franchise networks in services settle this dilemma. Here, franchisors have decided to focus on economies of scale and strong common corporate image as key goals and thus allow franchisees to be flexible with any other variables that do not affect their main objectives, mainly by adding a complementary product and services portfolio. Results suggest that those resources and capabilities which sustain a competitive advantage are more susceptible to being standardised in franchising, opening an interesting research line through the Resource-Based View. Journal: The Service Industries Journal Pages: 828-842 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905925 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905925 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:828-842 Template-Type: ReDIF-Article 1.0 Author-Name: María Teresa Méndez Author-X-Name-First: María Teresa Author-X-Name-Last: Méndez Author-Name: Miguel-Angel Galindo Author-X-Name-First: Miguel-Angel Author-X-Name-Last: Galindo Author-Name: Miguel-Angel Sastre Author-X-Name-First: Miguel-Angel Author-X-Name-Last: Sastre Title: Franchise, innovation and entrepreneurship Abstract: Since franchise business can be an alternative to independent business, it seems interesting to look at those factors that encourage individuals to choose franchise rather than independent business. It is also relevant to consider the role of innovation because it is generally accepted that independent business facilitates innovations to a greater degree than does franchise. The main goal of this paper is to determine the factors that encourage individuals to choose franchise activity and what role plays innovation in their decision. Journal: The Service Industries Journal Pages: 843-855 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905926 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905926 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:843-855 Template-Type: ReDIF-Article 1.0 Author-Name: Kun-Huang Huarng Author-X-Name-First: Kun-Huang Author-X-Name-Last: Huarng Author-Name: Tiffany Hui-Kuang Yu Author-X-Name-First: Tiffany Hui-Kuang Author-X-Name-Last: Yu Title: Analysis of franchisors' expansion strategies and competition Abstract: Franchising provides a channel for small businesses to grow successfully into nationwide or even worldwide chains. Franchising is considered to be common among chain stores, of which the convenience store is a typical example. This study aims to examine the expansion strategy of each individual convenience store franchisor and the competition to expand among the franchisors. Taiwan is considered to have the highest convenience store density in the world. This study performs empirical analyses of four major convenience store franchisors in Taiwan, namely, 7-Eleven, Family Mart, Hi-Life, and OK. The evidence shows that the franchisors tend to be slow to expand when facing a highly dense competitive environment. There exists a strong first-mover advantage in convenience store franchising. The first mover (7-Eleven) has played a dominating role throughout the years. As a result, the franchisors' outlet shares have remained relatively stable. Journal: The Service Industries Journal Pages: 856-866 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905918 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905918 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:856-866 Template-Type: ReDIF-Article 1.0 Author-Name: Yi-Min Chen Author-X-Name-First: Yi-Min Author-X-Name-Last: Chen Author-Name: Chien-Tai Su Author-X-Name-First: Chien-Tai Author-X-Name-Last: Su Title: Brand equity heterogeneity among strategic groups in service franchising Abstract: Independent franchisees work cooperatively with service franchisors to strengthen the franchisor's brand name. However, agency theory predicts that franchisor inputs such as brand names and operational routines might be harmed by franchisees' free riding. In addition, previous literature has addressed the issues of strategic group emergence and performance differences between groups in recent decades. Thus, this study builds upon an emerging symbiotic view of franchising behind agency theory and incorporates a strategic groups level of analysis to investigate whether franchisees have strong incentives to maintain standards as franchisor seeking market penetration. By investigating potential brand equity differences among service franchisors for Taiwanese telecommunications service chains, this study found that different strategic groups exist in service franchising chains. From replication testing, the current results demonstrate that service franchising brand equity heterogeneities exist among franchisors within and across strategic groups. Therefore, this study broadens agency theory's explanation of service franchising. Journal: The Service Industries Journal Pages: 867-884 Issue: 9-10 Volume: 34 Year: 2014 Month: 7 X-DOI: 10.1080/02642069.2014.905924 File-URL: http://hdl.handle.net/10.1080/02642069.2014.905924 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:9-10:p:867-884 Template-Type: ReDIF-Article 1.0 Author-Name: Saeed Shobeiri Author-X-Name-First: Saeed Author-X-Name-Last: Shobeiri Author-Name: Ebrahim Mazaheri Author-X-Name-First: Ebrahim Author-X-Name-Last: Mazaheri Author-Name: Michel Laroche Author-X-Name-First: Michel Author-X-Name-Last: Laroche Title: Improving customer website involvement through experiential marketing Abstract: This study outlines some of the important positive outcomes of enhancing e-retailing services through adding experiential benefits. It investigates how provision of experiential values by an online store improves involvement of customers in the e-retailer's website. This paper also looks at the impacts of experiential values on the recently developed construct of perceived e-retailer's assistive intent and investigates whether this variable contributes to the enhancement of website involvement. Collecting data from 431 North American students through a survey on actual shopping experiences supports the overall model and the majority of the hypotheses. Findings confirm that esthetics, service excellence, and customer return on investment are effective experiential values in terms of improving e-retailer's assistive image and enhancing customers' involvement in the website. Journal: The Service Industries Journal Pages: 885-900 Issue: 11 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915953 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915953 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:11:p:885-900 Template-Type: ReDIF-Article 1.0 Author-Name: Yun Ji Moon Author-X-Name-First: Yun Ji Author-X-Name-Last: Moon Author-Name: Woody Kim Author-X-Name-First: Woody Author-X-Name-Last: Kim Author-Name: Sunny Ham Author-X-Name-First: Sunny Author-X-Name-Last: Ham Title: Users' intentions to employ a Point-Of-Sale system Abstract: This study proposes that task, technology, and individual characteristics affect the Point-Of-Sale (POS) utilization of employees in service industry, specifically in restaurants. The integrated technology acceptance model and task-technology fit (TTF) model is appropriate for explaining service employees' behavioral intentions to use POS. Data were obtained from 167 service employees. The hypothesized model resulted in a good fit, supporting all eight proposed hypotheses. The TTF construct was confirmed to be a mediator of task, technology, and individual characteristics affecting intention to use. Our integrated model is expected to help researchers and practitioners better understand why service employees choose POS for their tasks and, further, how the technology characteristics of POS and its fit-with-task characteristics in a service sector lead to service employee choices. Journal: The Service Industries Journal Pages: 901-921 Issue: 11 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915947 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915947 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:11:p:901-921 Template-Type: ReDIF-Article 1.0 Author-Name: Geert van Berlo Author-X-Name-First: Geert Author-X-Name-Last: van Berlo Author-Name: Josée Bloemer Author-X-Name-First: Josée Author-X-Name-Last: Bloemer Author-Name: Vera Blazevic Author-X-Name-First: Vera Author-X-Name-Last: Blazevic Title: Customer demotion in hierarchical loyalty programmes Abstract: Hierarchical loyalty programmes are popular in many service industries, as a means to tie customers to the company and improve customer relationships. In these programmes, customers obtain more benefits if they spent more but are demoted if they spent less. This study focuses on demotion and suggests that customer demotion can have an asymmetrical negative effect on customers' trust, commitment, and loyalty. The effect appears strongest for demoted customers with an external locus of causality. An experimental study also shows that customer loyalty is lower for demoted customers than for customers who were never elevated. Journal: The Service Industries Journal Pages: 922-937 Issue: 11 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915950 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915950 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:11:p:922-937 Template-Type: ReDIF-Article 1.0 Author-Name: Rojanasak Chomvilailuk Author-X-Name-First: Rojanasak Author-X-Name-Last: Chomvilailuk Author-Name: Ken Butcher Author-X-Name-First: Ken Author-X-Name-Last: Butcher Title: Effects of quality and corporate social responsibility on loyalty Abstract: The purpose is to investigate the impact of corporate social responsibility perceptions on three aspects of customer loyalty for a new bank service (Travel Card) relative to a recognised major predictor in service quality. Surveys were completed by 204 bank consumers in Australia. Using a series of regression equations, two sets of socially responsible perceptions had significant effects on purchase intention and positive word of mouth. In both cases, new socially responsible information was twice as strong a predictor as service quality. However, for affective commitment, service quality was the dominant predictor. Furthermore, existing perceptions of socially responsible performance had a negative effect on purchase intentions. The study presents the first evidence that new socially responsible perceptions for a service firm can be a more powerful predictor than corporate abilities. The findings further illustrate the differential impacts of socially responsible information on different loyalty conceptualisations. Journal: The Service Industries Journal Pages: 938-954 Issue: 11 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915952 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915952 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:11:p:938-954 Template-Type: ReDIF-Article 1.0 Author-Name: Gil Luria Author-X-Name-First: Gil Author-X-Name-Last: Luria Author-Name: Dana Yagil Author-X-Name-First: Dana Author-X-Name-Last: Yagil Author-Name: Iddo Gal Author-X-Name-First: Iddo Author-X-Name-Last: Gal Title: Quality and productivity: role conflict in the service context Abstract: This article presents a qualitative study exploring service employees' experiences of quality-productivity tensions in the workplace, and how they cope with such conflicts. Semi-structured interviews were conducted with 50 service employees. Content analysis suggests that organization-level conflict derives from the different channels that service organizations use to convey the importance of quality (e.g. training) and of productivity (e.g. rewards) to employees. During service interactions, employees experience conflict when standardization is violated and productivity is threatened. Our results demonstrate and explain employees' strategies for coping with the conflict between productivity and quality and with the 'double message' they receive about these two goals. Many of these strategies are intended to ensure quality while maintaining productivity. We discuss the study's contribution to service science, and explain existing organizational mechanisms and processes for communicating the importance of quality and productivity to employees. Implications for service management are discussed. Journal: The Service Industries Journal Pages: 955-973 Issue: 12 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915948 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915948 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:12:p:955-973 Template-Type: ReDIF-Article 1.0 Author-Name: Carlos F. Gomes Author-X-Name-First: Carlos F. Author-X-Name-Last: Gomes Author-Name: Mahmoud M. Yasin Author-X-Name-First: Mahmoud M. Author-X-Name-Last: Yasin Author-Name: João V. Lisboa Author-X-Name-First: João V. Author-X-Name-Last: Lisboa Author-Name: Michael H. Small Author-X-Name-First: Michael H. Author-X-Name-Last: Small Title: Discerning competitive strategy through an assessment of competitive methods Abstract: This cross-sectional study of Portuguese service organizations seeks to determine the level of alignment of competitive methods with strategy typologies covered in the business literature. Surveyed firms were asked to indicate their level of utilization of several competitive methods. The results of factor analysis of the survey data indicate that 30 of the 33 competitive methods covered in this study represent seven underlying strategy dimensions. Further analysis revealed that there is some congruence between the derived strategy dimensions and established strategy typologies in the literature. Cluster analysis revealed that each of the responding firms could be classified into one of four hybrid or mixed strategy orientations. However, differences in strategy orientation were not statistically significant in explaining differences in the financial performance of these organizations. These findings are discussed in the light of their implications for strategy development, strategy choices and performance evaluation in the Portuguese service sector. Journal: The Service Industries Journal Pages: 974-998 Issue: 12 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915946 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915946 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:12:p:974-998 Template-Type: ReDIF-Article 1.0 Author-Name: Chanwoo Cho Author-X-Name-First: Chanwoo Author-X-Name-Last: Cho Author-Name: Sungjoo Lee Author-X-Name-First: Sungjoo Author-X-Name-Last: Lee Title: Strategic planning using service roadmaps Abstract: Although useful service planning tools exist, few focus on how to integrate service planning into business and technology planning from a longer perspective, which is essential for a firm to survive and grow in the current and future service environment. We suggest that technology roadmaps, initially developed as a long-term strategic planning tool in the manufacturing sector, can be a good solution for the service sector - and indeed are in use in the service sector under the label 'service roadmaps'. To help more firms enjoy the benefits of the service roadmap concept, this research aims to develop a taxonomy of service roadmap forms. We investigate 93 service roadmaps and identify five dominant types. Then, we analyze the characteristics of each type to understand their current and possible future uses. Our research findings are expected to facilitate the wider use of service roadmaps as a complement to existing service planning tools. Journal: The Service Industries Journal Pages: 999-1020 Issue: 12 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915951 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915951 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:12:p:999-1020 Template-Type: ReDIF-Article 1.0 Author-Name: Mengying Feng Author-X-Name-First: Mengying Author-X-Name-Last: Feng Author-Name: John Mangan Author-X-Name-First: John Author-X-Name-Last: Mangan Author-Name: Chee Wong Author-X-Name-First: Chee Author-X-Name-Last: Wong Author-Name: Maozeng Xu Author-X-Name-First: Maozeng Author-X-Name-Last: Xu Author-Name: Chandra Lalwani Author-X-Name-First: Chandra Author-X-Name-Last: Lalwani Title: Investigating the different approaches to importance-performance analysis Abstract: Importance-performance analysis (IPA) is an analytic technique that generates a two-dimensional importance-performance grid, where the values of importance and performance across attributes are plotted against each other. This technique is used to assist service and other firms in prioritizing areas for service improvement when resources are limited. This study contributes to service theory by first performing a comprehensive literature review of four different and commonly used approaches to IPA. Survey data from the ports sector are then used to elucidate the value and the distinctiveness of these four different approaches, and it is also shown how the underlying theoretical assumptions led to somewhat varying, and contradictory interpretations. Subsequently, novel guidelines for integrating results from these four different approaches are proposed. The study advances service theory by detailing the integration of the different approaches to make sense of the importance and performance of diverse service attributes. The integrative approach developed in this paper also provides practitioners with clearer guidance for the application of IPA. Journal: The Service Industries Journal Pages: 1021-1041 Issue: 12 Volume: 34 Year: 2014 Month: 8 X-DOI: 10.1080/02642069.2014.915949 File-URL: http://hdl.handle.net/10.1080/02642069.2014.915949 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:12:p:1021-1041 Template-Type: ReDIF-Article 1.0 Author-Name: Ana Isabel Polo Peña Author-X-Name-First: Ana Isabel Author-X-Name-Last: Polo Peña Author-Name: Dolores María Frías Jamilena Author-X-Name-First: Dolores María Author-X-Name-Last: Frías Jamilena Author-Name: Miguel Ángel Rodríguez Molina Author-X-Name-First: Miguel Ángel Author-X-Name-Last: Rodríguez Molina Title: Value co-creation via information and communications technology Abstract: The aims of the present work centre on determining whether co-created value constitutes a competitive advantage for firms, and whether it is capable of influencing consumer behaviour. Applying the service-dominant logic perspective, the work examines the firm's capabilities in the context of its business-to-customer (B2C) interactions, focusing on information and communications technology (ICT) as a particular driver of value co-creation. Taking this B2C perspective, ICT is measured, from the firm's point of view, and customer perceptions are analysed, using the variables 'value co-creation', 'perceived value' and 'loyalty'. The sample consists of 100 service firms and 572 of their customers. The findings indicate that ICT capabilities have a direct effect on value co-creation, as does value co-creation on perceived value and loyalty. Journal: The Service Industries Journal Pages: 1043-1059 Issue: 13 Volume: 34 Year: 2014 Month: 9 X-DOI: 10.1080/02642069.2014.939641 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1043-1059 Template-Type: ReDIF-Article 1.0 Author-Name: Francesco D. Sandulli Author-X-Name-First: Francesco D. Author-X-Name-Last: Sandulli Author-Name: Paul M.A. Baker Author-X-Name-First: Paul M.A. Author-X-Name-Last: Baker Author-Name: José I. López-Sánchez Author-X-Name-First: José I. Author-X-Name-Last: López-Sánchez Title: Jobs mismatch and productivity impact of information technology Abstract: This paper studies the link between jobs mismatch and the impact of information technologies (ITs) on the efficiency of small service firms. From the perspective of job matching theory, the paper explores how small service firms that use ITs obtain an optimal matching between new skill requirements and workforce skills. The hypotheses suggest that optimal equilibrium will be obtained by matching IT intensity to ITs training and the proportion of workers with high educational levels. The study tests the hypotheses on a large sample of small services firms in Spain. The results confirm that matching the educational levels of the workforce with the IT intensity of the firm increases the efficiency of small service firms, while mismatch will decrease it. The contribution of IT training to firms' efficiency depends on training intensity but not on IT intensity. Journal: The Service Industries Journal Pages: 1060-1074 Issue: 13 Volume: 34 Year: 2014 Month: 9 X-DOI: 10.1080/02642069.2014.939638 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1060-1074 Template-Type: ReDIF-Article 1.0 Author-Name: John W. Michel Author-X-Name-First: John W. Author-X-Name-Last: Michel Author-Name: Michael J. Tews Author-X-Name-First: Michael J. Author-X-Name-Last: Tews Author-Name: Michael J. Kavanagh Author-X-Name-First: Michael J. Author-X-Name-Last: Kavanagh Title: Development and validation of the Customer-Centered Behavior measure Abstract: The purpose of this study was to develop and validate a new measure of customer service job performance - the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in a multidimensional framework. Three studies were conducted to develop and validate the new measure. Study 1 addresses the item generation process and examines the initial factor structure. Results demonstrate that service behaviors are best represented as a second-order construct composed of three first-order factors - assurance, responsiveness, and recommendation behaviors. Study 2 confirms the factor structure and provides evidence for the measure's predictive validity. Finally, Study 3 provides evidence for incremental validity above other service performance measures. Journal: The Service Industries Journal Pages: 1075-1091 Issue: 13 Volume: 34 Year: 2014 Month: 9 X-DOI: 10.1080/02642069.2014.939640 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1075-1091 Template-Type: ReDIF-Article 1.0 Author-Name: Sergios Dimitriadis Author-X-Name-First: Sergios Author-X-Name-Last: Dimitriadis Author-Name: Christos Koritos Author-X-Name-First: Christos Author-X-Name-Last: Koritos Title: Core service versus relational benefits: what matters most? Abstract: Services literature has extensively examined the effects of core service and relational benefits on behavioral outcomes arguing that both components, studied separately, contribute significantly to customer satisfaction and loyalty. However, an integrative examination of the relative importance of both core service and relational benefits is missing. This study examines the combined impact of an extended typology of core service and relational benefits on satisfaction and relational outcomes. One qualitative and one quantitative study are conducted within a banking context. Findings confirm a more extensive typology of relational benefits and reveal that competence (part of the trust benefit) and convenience significantly affect satisfaction; however, when core service is introduced to the model, the effect of relational benefits ceases to be significant. Several future research opportunities for an integrated service benefits approach are identified; and implications for managers on how to allocate their efforts across the various types of service benefits are discussed. Journal: The Service Industries Journal Pages: 1092-1112 Issue: 13 Volume: 34 Year: 2014 Month: 9 X-DOI: 10.1080/02642069.2014.939642 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939642 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1092-1112 Template-Type: ReDIF-Article 1.0 Author-Name: Ceyda Maden Author-X-Name-First: Ceyda Author-X-Name-Last: Maden Title: Impact of fit, involvement, and tenure on job satisfaction and turnover intention Abstract: This study examined the interactive effects of need-supplies fit, job involvement, and job tenure on service sector employees' job satisfaction and turnover intention in Turkey. Survey data collected from 252 employees who worked in three different banks and one logistics company operating in Istanbul, Turkey, confirm the three-way interaction in predicting employees' turnover intention. In particular, the effect of needs-supplies fit on turnover intention was found to be more strongly positive for longer tenured, highly involved employees. Results also reveal that while the three-way interaction does not predict job satisfaction, the two-way interaction between needs-supplies fit and job involvement is significant. Specifically, needs-supplies fit had a stronger effect on the job satisfaction of highly job-involved employees than those with lower levels of involvement. Certain implications of these results, as well as avenues for future research, are discussed. Journal: The Service Industries Journal Pages: 1113-1133 Issue: 14 Volume: 34 Year: 2014 Month: 10 X-DOI: 10.1080/02642069.2014.939644 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1113-1133 Template-Type: ReDIF-Article 1.0 Author-Name: Gianfranco Walsh Author-X-Name-First: Gianfranco Author-X-Name-Last: Walsh Title: Extra- and intra-organizational drivers of workplace deviance Abstract: Workplace deviance is an employee behavior with detrimental effects on the organizational bottom line, which makes it of great interest for services management research. The author develops and estimates a model for understanding the relationship between extra- and intra-organizational antecedents and job satisfaction, which relates to workplace deviance. The model is tested using a sample of more than 270 occupationally diverse service employees. Results show that perceived customer unfriendliness, role ambiguity and service climate predict job satisfaction, which negatively affects workplace deviance. These results suggest implications for service management research and practice. Journal: The Service Industries Journal Pages: 1134-1153 Issue: 14 Volume: 34 Year: 2014 Month: 10 X-DOI: 10.1080/02642069.2014.939645 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939645 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1134-1153 Template-Type: ReDIF-Article 1.0 Author-Name: Mikko Pynnönen Author-X-Name-First: Mikko Author-X-Name-Last: Pynnönen Author-Name: Jukka Hallikas Author-X-Name-First: Jukka Author-X-Name-Last: Hallikas Author-Name: Paavo Ritala Author-X-Name-First: Paavo Author-X-Name-Last: Ritala Author-Name: Karri Mikkonen Author-X-Name-First: Karri Author-X-Name-Last: Mikkonen Title: Analyzing systemic customer value in scalable business services Abstract: This paper examines complex service offerings and the creation of systemic customer value in such settings. We explore the extent to which customers value systemic offerings as opposed to more separated offerings. We conducted a questionnaire survey within the customer base of two Finnish service companies. We utilized <italic>t</italic>-tests to find out how systemic offerings and separated offerings differed in terms of perceived customer value along different dimensions. The findings support the claim that systemic offerings are valued more than offerings that are more separated in nature. The results of the study carry practical implications for firms offering complex and integrated service solutions. In addition, analyses of the service-value elements included in the offering and of the related customer value will enable firms to optimize their service provisioning so as to give higher customer value and subsequently enhance their competitive advantage. Journal: The Service Industries Journal Pages: 1154-1166 Issue: 14 Volume: 34 Year: 2014 Month: 10 X-DOI: 10.1080/02642069.2014.939643 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939643 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1154-1166 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Hung (Hugo) Tang Author-X-Name-First: Chun-Hung (Hugo) Author-X-Name-Last: Tang Author-Name: Ji-Eun Lee Author-X-Name-First: Ji-Eun Author-X-Name-Last: Lee Title: Employee satisfaction and long-run shareholder returns Abstract: This study empirically tests whether there are differences in the employee satisfaction premium among people- and possession-processing service firms, information-processing service firms, and goods-producing firms. The employee satisfaction premium is measured using the long-run abnormal returns of firms with high employee satisfaction ratings, adjusted for industry and size effects. Results show that the employee satisfaction premium is higher for information-processing services than for people- and possession-processing services. There is no significant difference between people- and possession-processing service firms and goods-producing firms. This finding suggests that employee satisfaction may create higher value for shareholders when it is realised through information-processing services rather than people- and possession-processing services. Journal: The Service Industries Journal Pages: 1167-1183 Issue: 14 Volume: 34 Year: 2014 Month: 10 X-DOI: 10.1080/02642069.2014.939639 File-URL: http://hdl.handle.net/10.1080/02642069.2014.939639 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1167-1183 Template-Type: ReDIF-Article 1.0 Author-Name: Keri Davies Author-X-Name-First: Keri Author-X-Name-Last: Davies Author-Name: Paul Freathy Author-X-Name-First: Paul Author-X-Name-Last: Freathy Title: Marketplace spirituality: challenges for the New Age retailer Abstract: The consumers of New Age spirituality products have been said to be involved in a form of 'pick and mix' religion or to be browsing in a 'spiritual supermarket' which emphasises borrowing from a wide variety of cultures. The paper details the different physical and virtual channels through which consumers may access goods and services. Retailers who serve this market are typically independent traders and face many of the challenges that are characteristic of the small business sector. The term 'New Age' is identified as applying to a broad range of retailers who attempt to occupy different market positions. The research however identifies considerable product overlap between these retailers and suggests that the market displays limited differentiation. As this paper is an exploratory study, it finally sets out a series of research themes for future work. Journal: The Service Industries Journal Pages: 1185-1198 Issue: 15 Volume: 34 Year: 2014 Month: 11 X-DOI: 10.1080/02642069.2014.942650 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942650 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:15:p:1185-1198 Template-Type: ReDIF-Article 1.0 Author-Name: Bang Nguyen Author-X-Name-First: Bang Author-X-Name-Last: Nguyen Author-Name: Junsong Chen Author-X-Name-First: Junsong Author-X-Name-Last: Chen Author-Name: Cheng-Hao Steve Chen Author-X-Name-First: Cheng-Hao Steve Author-X-Name-Last: Chen Author-Name: Xiaoyu (Allen) Yu Author-X-Name-First: Xiaoyu (Allen) Author-X-Name-Last: Yu Title: Non-targeted customers in individualistic versus collectivistic cultures Abstract: This research explores non-targeted customers in two countries displaying dominant collectivistic and individualistic characteristics. Using China and the UK as research contexts, the study investigates non-targeted customers' perceptions and responses to multiple marketing tactics (MT)' effectiveness. Non-targeted customers are interesting, as they exhibit feelings of inequity and unfairness, influencing their perceptions, responses, and behaviors. Given continuing globalization of retail services and diverse markets, more research that provides insights into cross-cultural shopping behavior is needed. The study fills an important gap in examining non-targeted customers in a cross-cultural framework. Findings reveal that non-targeted collectivists perceive marketing tactics differently than individualists. While the first group responds to price and reputation, the latter group responds to service, communication, and customization. The study posits that collectivists' concerns with loss of face, equality, and status evoke self-expression such as extensive price and reputation comparisons. Theoretical and managerial implications are discussed and future research directions offered. Journal: The Service Industries Journal Pages: 1199-1218 Issue: 15 Volume: 34 Year: 2014 Month: 11 X-DOI: 10.1080/02642069.2014.942656 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942656 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:15:p:1199-1218 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen T.T. Teo Author-X-Name-First: Stephen T.T. Author-X-Name-Last: Teo Author-Name: Kira Kristal Reed Author-X-Name-First: Kira Kristal Author-X-Name-Last: Reed Author-Name: Karen Ly Author-X-Name-First: Karen Author-X-Name-Last: Ly Title: Human resource involvement in developing intellectual capital Abstract: This study examined the extent of a strategic approach to human resource (HR) management in small and medium professional service firms, and if it is used to develop intellectual capital (IC). Data were collected from 165 Australian professional service firms. Path analysis showed that HR involvement and the adoption of a collective set of strategic HR practices contributed positively to IC levels (particularly human, social and organizational capital). IC acts as a mediator between HR practices and firm performance. HR practices alone did not increase the performance of the firms studied. The findings are unique in the context of studies on small- and medium-sized professional service firms in that a holistic approach to assessing both HR practices and all IC components was taken rather than examining the individual construct relationships. In the context studied, HR influence is critical to increasing IC. Journal: The Service Industries Journal Pages: 1219-1233 Issue: 15 Volume: 34 Year: 2014 Month: 11 X-DOI: 10.1080/02642069.2014.942651 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942651 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:15:p:1219-1233 Template-Type: ReDIF-Article 1.0 Author-Name: Ian R. Hodgkinson Author-X-Name-First: Ian R. Author-X-Name-Last: Hodgkinson Author-Name: M.N. Ravishankar Author-X-Name-First: M.N. Author-X-Name-Last: Ravishankar Author-Name: Michelle Aitken-Fischer Author-X-Name-First: Michelle Author-X-Name-Last: Aitken-Fischer Title: A resource-advantage perspective on the orchestration of ambidexterity Abstract: Strategic resources are key inputs to strategy that can form the basis of superior service performance, yet there is scarce research on the strategic resources used by managers to realise ambidexterity: the simultaneous pursuit of alignment and adaptability. In this article, we draw on a qualitative case study of a leading European airline and examine the resource bundles used by managers in their orchestration of ambidexterity. Adopting a resource-advantage perspective, the study illustrates elements of human, organisational, and informational capital that are mobilised by managers in their incorporation of alignment-oriented and adaptability-oriented activities. By moving beyond a linear association between strategic resources and ambidextrous organisations, we argue that managers' orchestration of ambidexterity is central to how service organisations manage their strategic resources and enhance competitiveness. Overall, we highlight the micro managerial level as an important point of observation to extend current thinking on the 'how' of ambidexterity in service organisations. Journal: The Service Industries Journal Pages: 1234-1252 Issue: 15 Volume: 34 Year: 2014 Month: 11 X-DOI: 10.1080/02642069.2014.942655 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942655 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:15:p:1234-1252 Template-Type: ReDIF-Article 1.0 Author-Name: Yingzi Xu Author-X-Name-First: Yingzi Author-X-Name-Last: Xu Author-Name: Bård Tronvoll Author-X-Name-First: Bård Author-X-Name-Last: Tronvoll Author-Name: Bo Edvardsson Author-X-Name-First: Bo Author-X-Name-Last: Edvardsson Title: Recovering service failure through resource integration Abstract: Customers and employees can co-create a resolution following a service failure through integrating their resources. Their activities and interactions during resource-integration shape the customers' service recovery experiences. Prior research overlooks resource integration between all involved actors in a co-created service recovery process. This research details the process with two empirical studies. Study 1 is a qualitative analysis of narratives of service recovery experiences; Study 2 is a quantitative assessment of scenario-based survey data. The results show that a favourable service recovery experience is resulted from integrating all involved actors' resources in a mutually beneficial manner. Three key resources are financial compensation, service skills including communication and timing. Our findings indicate that co-created service recovery fails in the absence of just one resource or mismatches in their integration. The combined studies reveal that customers use their justice perceptions to assess activities and interactions for resource integration in service recovery. Journal: The Service Industries Journal Pages: 1253-1271 Issue: 16 Volume: 34 Year: 2014 Month: 12 X-DOI: 10.1080/02642069.2014.942652 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:16:p:1253-1271 Template-Type: ReDIF-Article 1.0 Author-Name: Jay Jaewon Yoo Author-X-Name-First: Jay Jaewon Author-X-Name-Last: Yoo Author-Name: Todd J. Arnold Author-X-Name-First: Todd J. Author-X-Name-Last: Arnold Title: Customer orientation, engagement, and developing positive emotional labor Abstract: Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to express feelings and emotions that are not genuine. Such 'surface acting' has been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job demands-resources theory, this study investigates how a frontline employee's customer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a less stressful form of emotional labor. Journal: The Service Industries Journal Pages: 1272-1288 Issue: 16 Volume: 34 Year: 2014 Month: 12 X-DOI: 10.1080/02642069.2014.942653 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942653 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:16:p:1272-1288 Template-Type: ReDIF-Article 1.0 Author-Name: Sofie De Schoenmaker Author-X-Name-First: Sofie Author-X-Name-Last: De Schoenmaker Author-Name: Philippe Van Cauwenberge Author-X-Name-First: Philippe Author-X-Name-Last: Van Cauwenberge Author-Name: Heidi Vander Bauwhede Author-X-Name-First: Heidi Author-X-Name-Last: Vander Bauwhede Title: Effects of local fiscal policy on firm profitability Abstract: For decades, scholars and policy-makers have been interested in how fiscal policy influences entrepreneurship. Until now, research has focused on fiscal policy at the federal or regional level and used macro-economic outcome measures. Considerably less attention was given to how municipal governments can influence economic outcomes at the micro level. The present study examines the effect of municipal taxes, spending and tax compliance costs on firm profitability within the Flemish hospitality industry. This is an interesting research setting, since Flemish municipalities have far-ranging fiscal autonomy which has resulted in a proliferation of local taxes, many of which are specific to the hospitality industry. The findings reveal that local taxes have a negative impact on firm profitability, while aggregate public spending has a positive influence. The tax effect is economically relevant and exceeds the public spending impact. Finally, we find no impact of compliance costs from local taxes. Journal: The Service Industries Journal Pages: 1289-1306 Issue: 16 Volume: 34 Year: 2014 Month: 12 X-DOI: 10.1080/02642069.2014.942654 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942654 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:16:p:1289-1306 Template-Type: ReDIF-Article 1.0 Author-Name: Sanna Nenonen Author-X-Name-First: Sanna Author-X-Name-Last: Nenonen Author-Name: Olli Ahvenniemi Author-X-Name-First: Olli Author-X-Name-Last: Ahvenniemi Author-Name: Miia Martinsuo Author-X-Name-First: Miia Author-X-Name-Last: Martinsuo Title: Image risks of servitization in collaborative service deliveries Abstract: Although servitization is seen as a potential process for reputable goods manufacturers to expand their business, it also involves risks to company image. External partners, such as suppliers and third parties, have played an increasing role in manufacturing firms' service business, but their image effects are poorly understood. This paper discusses the image risks of servitization in manufacturing companies, particularly when they operate collaboratively with third parties. An embedded case study was conducted in two units of a case company in the engineering industry. The results revealed that a good company image plays a key role in customers' selection of service providers, but this image is strongly influenced by third-party performance during service delivery. As a key contribution, this study suggests that third-party image risks are strategic issues that can direct and guide the servitization process at the level of strategy, operations, and company identity. Journal: The Service Industries Journal Pages: 1307-1329 Issue: 16 Volume: 34 Year: 2014 Month: 12 X-DOI: 10.1080/02642069.2014.942657 File-URL: http://hdl.handle.net/10.1080/02642069.2014.942657 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:34:y:2014:i:16:p:1307-1329 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Title: EDITORIAL Journal: The Service Industries Journal Pages: 1-4 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.986895 File-URL: http://hdl.handle.net/10.1080/02642069.2014.986895 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:1-4 Template-Type: ReDIF-Article 1.0 Author-Name: Christoph Friedrich Breidbach Author-X-Name-First: Christoph Friedrich Author-X-Name-Last: Breidbach Author-Name: Hendrik Reefke Author-X-Name-First: Hendrik Author-X-Name-Last: Reefke Author-Name: Lincoln C. Wood Author-X-Name-First: Lincoln C. Author-X-Name-Last: Wood Title: Investigating the formation of service supply chains Abstract: Existing research on service supply chains assumes the existence of an established and mature chain. Empirical or conceptual insights into service supply chain formation are therefore limited. The initial formation of a service supply chain, however, is suspected to determine its future performance. It is therefore of significant academic and managerial value to understand how and why service supply chains are formed, and how this process is coordinated. Drawing on an exploratory case study set in the management consulting industry, the inductive theory-building process underlying this study culminates in propositions and a conceptual model that provides a distinct understanding of service supply chain formation and the coordination mechanisms utilized within each stage. This study contributes to the service science, service supply chains, and service sourcing literatures; outlines managerial implications; and proposes future research directions. Journal: The Service Industries Journal Pages: 5-23 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979404 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979404 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:5-23 Template-Type: ReDIF-Article 1.0 Author-Name: Ai-Hsuan Chiang Author-X-Name-First: Ai-Hsuan Author-X-Name-Last: Chiang Author-Name: Wun-Hwa Chen Author-X-Name-First: Wun-Hwa Author-X-Name-Last: Chen Author-Name: Soushan Wu Author-X-Name-First: Soushan Author-X-Name-Last: Wu Title: Does high supply chain integration enhance customer response speed? Abstract: The capability of customer response speed is commonly employed by firms that wish to strengthen their relationship with customers in order to maintain a high level of service in a hypercompetitive environment of rapidly changing technology. Improved customer response speed also helps manufacturers respond more rapidly to satisfy customer needs. However, does high level of supply chain integration with customers have positive impact on customer response speed? This study proposes a conceptual model to examine antecedents to better firm performance, with customer response speed as a mediator. The conceptual model was empirically tested using data collected from 809 manufacturing companies in the Greater China Region. The results show that the nature of the relationship between customer integration and customer response speed may vary substantially from one area to another. Also, customer response speed mediates between customer integration and firm performance in China and Taiwan. Journal: The Service Industries Journal Pages: 24-43 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979406 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979406 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:24-43 Template-Type: ReDIF-Article 1.0 Author-Name: Doris Weitlaner Author-X-Name-First: Doris Author-X-Name-Last: Weitlaner Author-Name: Markus Kohlbacher Author-X-Name-First: Markus Author-X-Name-Last: Kohlbacher Title: Process management practices: organizational (dis-)similarities Abstract: Organizational processes have been manifested as resources which are difficult to imitate. Not least because goods and services are offered worldwide on comparable levels, processes are nowadays sources of competitive advantage. Manufacturers recognized process management's benefits early on. Meanwhile service providers adopt related practices with slight adaptations as well and even potentials for small and flexible firms have been revealed. From a present-day perspective, the question arises whether manufacturers and large firms are still more process oriented than their entrepreneurial counterparts. The results of a survey-based comparison show that this situation continues to hold with fewer differences between manufacturers and service providers. However, it became clear that the process culture - one of six investigated factors - is independent from a firm's industry affiliation and size. The evidence demonstrates that service providers progress on their journey to process management, which is taking an increasingly decisive role in the management of service operations. Journal: The Service Industries Journal Pages: 44-61 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979402 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979402 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:44-61 Template-Type: ReDIF-Article 1.0 Author-Name: Chiuhsiang Joe Lin Author-X-Name-First: Chiuhsiang Joe Author-X-Name-Last: Lin Author-Name: Lai-Yu Cheng Author-X-Name-First: Lai-Yu Author-X-Name-Last: Cheng Title: An integrated model of service experience design improvement Abstract: Service experience design, addressing an overall experience problem with user-centered design thinking is a critical issue. This study proposes an integrated model of service experience assessment that addresses the relationship between user value and experience based on the importance and satisfaction concept. Refined improvement index of this study was developed for the determination of improvement priority. The paper then presents an empirical study of 3C (computer, communication, consumer-electronics) retail stores in which the proposed model was used to identify the critical servicescape items requiring improvement, and ranked on the strategies of improvement. The model requires a systematic approach to (i) examine the performance of these retail service processes; (ii) determine the items to be improved; and (iii) select appropriate and feasible strategies to improve these items. This integrated model is valuable for practical implementation in service firms to investigate and prioritize service design actions based on user experience data gathered from service sites. Journal: The Service Industries Journal Pages: 62-80 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979407 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979407 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:62-80 Template-Type: ReDIF-Article 1.0 Author-Name: Maria Chiara Di Guardo Author-X-Name-First: Maria Chiara Author-X-Name-Last: Di Guardo Author-Name: Francesca Cabiddu Author-X-Name-First: Francesca Author-X-Name-Last: Cabiddu Title: E-service innovation: combining directed and practice-based approaches Abstract: This paper aims to contribute to the service innovation literature by analyzing the different phases of e-service innovation in relation to the dichotomic model of practice-based versus directed innovation. In detail, using the case study method, the study investigates the innovation process of an e-service initiative developed by one of the largest universities in Italy and a banking group during the idea generation, design and implementation steps. The study advances service theory by detailing the integration of existing perspectives on service innovation and revealing the coexistence of directed innovation and practice-based changes. Finally, based on the results of this exploratory study, the paper concludes with research propositions. Journal: The Service Industries Journal Pages: 81-95 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979403 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979403 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:81-95 Template-Type: ReDIF-Article 1.0 Author-Name: Ja-Shen Chen Author-X-Name-First: Ja-Shen Author-X-Name-Last: Chen Author-Name: Don Kerr Author-X-Name-First: Don Author-X-Name-Last: Kerr Author-Name: Seng-Su Tsang Author-X-Name-First: Seng-Su Author-X-Name-Last: Tsang Author-Name: Yu Chieh Sung Author-X-Name-First: Yu Chieh Author-X-Name-Last: Sung Title: Co-production of service innovations through dynamic capability enhancement Abstract: The main aim of this paper is to investigate the effect of co-production practices with customers on service innovation. Specifically, we sought to determine whether dynamic capabilities (the specific abilities a company has to shape, reshape, configure, and reconfigure idiosyncratic assets to respond to changing technologies and markets) could mediate the effect of co-production on service innovation. In this paper, we examine the factors that could influence co-production practices and determine whether organizational commitment moderates the effect of co-production practice on an organization's dynamic capabilities. Using a survey approach of Taiwanese firms, we showed that dynamic capability fully mediates the effects of co-production practice on service innovation and that market orientation and customer matching have a significant influence on co-production practices. In addition, this study has empirically demonstrated that service firms would be well advised to engage in developing service innovation through enhancing their own dynamic capabilities. Journal: The Service Industries Journal Pages: 96-114 Issue: 1-2 Volume: 35 Year: 2015 Month: 1 X-DOI: 10.1080/02642069.2014.979405 File-URL: http://hdl.handle.net/10.1080/02642069.2014.979405 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:96-114 Template-Type: ReDIF-Article 1.0 Author-Name: Erwin Hofman Author-X-Name-First: Erwin Author-X-Name-Last: Hofman Author-Name: Jeroen Meijerink Author-X-Name-First: Jeroen Author-X-Name-Last: Meijerink Title: Platform thinking for services: the case of human resources Abstract: This paper tests the utility of platform thinking, a design principle that has so far been applied to product development yet under-researched in service settings, for improving the value of services. A key principle of platform thinking is to balance the reuse of service components with the heterogeneity in user needs. Tuning services to specific user needs is valuable, but differentiating services when user needs are homogeneous may decrease service quality and increase cost. Using data from 676 human resource management services, this study finds that the service value is highest when the service provision is matched with the commonality potential of the services. The results indicate that using the wrong delivery channel decreases the service value which eventually could decrease the service value for an organization's external customers. These empirical findings demonstrate the relevance of platform thinking for service design and challenges conventional design criteria used for optimizing service delivery. Journal: The Service Industries Journal Pages: 115-132 Issue: 3 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.989999 File-URL: http://hdl.handle.net/10.1080/02642069.2014.989999 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:3:p:115-132 Template-Type: ReDIF-Article 1.0 Author-Name: Elten Briggs Author-X-Name-First: Elten Author-X-Name-Last: Briggs Author-Name: Fernando Jaramillo Author-X-Name-First: Fernando Author-X-Name-Last: Jaramillo Author-Name: Fabrizio Noboa Author-X-Name-First: Fabrizio Author-X-Name-Last: Noboa Title: Explicating customer orientation's influence on frontline employee satisfaction Abstract: This study examines how conflict and hours worked affect the influence of customer orientation on frontline service employee satisfaction. The conceptual model builds upon the role of personal resources in the job demands-resource model, while integrating perspectives from the work-family conflict (WFC) literature and conservation of resources theory. Results indicate that customer orientation influences employee satisfaction both directly and indirectly through interpersonal conflict with customers (ICC), WFC, and felt stress. The impact of ICC on employee satisfaction was found to be fully rather than partially mediated. ICC increases WFC which then augments job stress and eventually reduces job satisfaction. Moderation analyses show that the negative influence of customer orientation on ICC becomes stronger as hours worked increase to exceptionally high levels; while the positive influence of customer orientation on employee satisfaction becomes weaker as hours worked increase to exceptionally high levels. These results support the importance of customer orientation and imply that service managers should be especially cautious not to overwork these employees, in order to keep them happy and motivated. Journal: The Service Industries Journal Pages: 133-151 Issue: 3 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.990004 File-URL: http://hdl.handle.net/10.1080/02642069.2014.990004 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:3:p:133-151 Template-Type: ReDIF-Article 1.0 Author-Name: Herman Kok Author-X-Name-First: Herman Author-X-Name-Last: Kok Author-Name: Mark Mobach Author-X-Name-First: Mark Author-X-Name-Last: Mobach Author-Name: Onno Omta Author-X-Name-First: Onno Author-X-Name-Last: Omta Title: Facility design consequences of different employees' quality perceptions Abstract: An important challenge for facility management is to integrate the complex and comprehensive construct of different service processes and physical elements of the service facility into a meaningful and functional facility design. The difficulty of this task is clearly indicated by the present study that shows that different employee categories for interpersonal services have quite different perceptions of the facility design that stem from different but coherent needs and interests. Employees with management perspectives (i.e. top managers and facility managers) were significantly more positive about the facility design than frontline employees and their supervisors with providers' perspectives. Also, providers attributed a more important role to facility design with respect to delivering interpersonal services than management did. We found strong indications for the need for cross-functional cooperation in decision making about the facility design, creating a more balanced setting and possibly empowering providers for the service encounter. Journal: The Service Industries Journal Pages: 152-178 Issue: 3 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.990003 File-URL: http://hdl.handle.net/10.1080/02642069.2014.990003 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:3:p:152-178 Template-Type: ReDIF-Article 1.0 Author-Name: Sabrina Cocca Author-X-Name-First: Sabrina Author-X-Name-Last: Cocca Author-Name: Walter Ganz Author-X-Name-First: Walter Author-X-Name-Last: Ganz Title: Requirements for developing green services Abstract: Innovating with services and integrating sustainability in economics are research issues of increasing importance. Green services are a recently relevant type in service research combining both fields. The potential seen in ecologically sustainable services is high, while a comprehensive approach in new service development is still missing. Based on an empirical study, a set of requirements for developing green services is introduced, considering specific criteria of ecological sustainability. Journal: The Service Industries Journal Pages: 179-196 Issue: 4 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.990002 File-URL: http://hdl.handle.net/10.1080/02642069.2014.990002 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:4:p:179-196 Template-Type: ReDIF-Article 1.0 Author-Name: Jaakko Siltaloppi Author-X-Name-First: Jaakko Author-X-Name-Last: Siltaloppi Author-Name: Marja Toivonen Author-X-Name-First: Marja Author-X-Name-Last: Toivonen Title: Integration of planning and execution in service innovation Abstract: The purpose of this article is to elaborate two activities included in innovation: planning and execution. We use four dimensions - decision making, organization, process, and external interaction - as the analytical framework. Building on five empirical case studies in the Finnish residential sector, the article identifies various approaches to integrating planning and execution during the development process. Furthermore, the article identifies four integrative mechanisms that relate to each of the four analytical dimensions. The key proposition is that the integration between planning and execution is the driving force for innovation, and that the locus of this integration is the practical engagement of actors with specific aims, problems, and means at hand related to the emerging solution. Finally, the article identifies the availability of, or access to, service-provision resources and the customer interface as a key enabler of this integration. Journal: The Service Industries Journal Pages: 197-216 Issue: 4 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.990000 File-URL: http://hdl.handle.net/10.1080/02642069.2014.990000 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:4:p:197-216 Template-Type: ReDIF-Article 1.0 Author-Name: Peter M. Smith Author-X-Name-First: Peter M. Author-X-Name-Last: Smith Title: Does integration of services differ from integration of goods? Abstract: The theory of economic integration has been well developed over time but mainly with regard to goods. Conceptually integration for services needs to be differentiated from goods according to the characteristics of services and the nature of barriers to integration. The need for personal interaction between supplier and user gives rise to different ways in which services are traded from goods with suppliers and users crossing borders and a different balance between cross-border trade and permanent presence. Obstacles to trade take place behind rather than at the border. The European Union has been chosen as an example of integration for services both on the basis of past experience and because of its ability to remove obstacles for services using specific institutional powers. Existing levels of integration for goods and services are compared with those to be expected on the basis of theory. Market integration for manufactured goods is lower than previously estimated and services higher, although services remain considerably less integrated. Finally, explanations for differing levels of integration both compared to goods and those expected among different services are sought in terms of the barriers to cross-border trade and permanent presence in the form of regulation, market structures and cultural factors. Journal: The Service Industries Journal Pages: 217-235 Issue: 4 Volume: 35 Year: 2015 Month: 2 X-DOI: 10.1080/02642069.2014.990001 File-URL: http://hdl.handle.net/10.1080/02642069.2014.990001 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:4:p:217-235 Template-Type: ReDIF-Article 1.0 Author-Name: Nabil Ghantous Author-X-Name-First: Nabil Author-X-Name-Last: Ghantous Title: Re-examining encounter intensity's conceptualisation, measurement and role Abstract: This paper contributes to previous research on encounter intensity in services in two ways. First, it offers a precise conceptualisation and measure of the construct while at the same time reflecting its complexity and multifaceted nature. Second, it sheds a new light on encounter intensity's role as an antecedent to customer satisfaction by introducing the mediation of the services brand in this relationship. The paper builds on a qualitative study, using customers' introspections, and survey data from retailing customers (<italic>N</italic>=1188) analysed with structural equation modelling. These studies lead to a definition as well as a parsimonious and reliable measure of interaction intensity in terms of the frequency of customer-employees exchanges, their diversity, their importance for the customer and his or her interest in the interaction. The data also support that encounter intensity exerts a strong influence on cumulative satisfaction through the mediation of services brand credibility. Journal: The Service Industries Journal Pages: 237-254 Issue: 5 Volume: 35 Year: 2015 Month: 3 X-DOI: 10.1080/02642069.2015.1002479 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1002479 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:5:p:237-254 Template-Type: ReDIF-Article 1.0 Author-Name: Jon Sundbo Author-X-Name-First: Jon Author-X-Name-Last: Sundbo Author-Name: Donna Sundbo Author-X-Name-First: Donna Author-X-Name-Last: Sundbo Author-Name: Anders Henten Author-X-Name-First: Anders Author-X-Name-Last: Henten Title: Service encounters as bases for innovation Abstract: This article examines the factors affecting the innovativeness of service encounters - either as drivers or as barriers. The assumption is that a considerable number of innovations in service industries are initiated in service encounters and that employees are the core factor in connecting customers with the innovating organization. Based on literature studies and pilot case studies, seven propositions are proposed and tested in a qualitative, hermeneutic way in field experiments in nine service organizations. Important new results are that encounter-based innovation requires mutual empathy between employees and customers, employees investing stubbornness and time can be a driver for innovation, and several layers of management can be a barrier. In the field experiments three new factors for encounter-based innovation were found: translation, multitasking, and hyper-professionalism. The two first are drivers; the third a barrier. A model that summarizes the findings is presented. Journal: The Service Industries Journal Pages: 255-274 Issue: 5 Volume: 35 Year: 2015 Month: 3 X-DOI: 10.1080/02642069.2015.1002478 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1002478 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:5:p:255-274 Template-Type: ReDIF-Article 1.0 Author-Name: Vikrant Janawade Author-X-Name-First: Vikrant Author-X-Name-Last: Janawade Author-Name: Daisy Bertrand Author-X-Name-First: Daisy Author-X-Name-Last: Bertrand Author-Name: Pierre-Yves Léo Author-X-Name-First: Pierre-Yves Author-X-Name-Last: Léo Author-Name: Jean Philippe Author-X-Name-First: Jean Author-X-Name-Last: Philippe Title: Assessing 'meta-services': customer's perceived value and behaviour Abstract: 'Meta-services' are delivered by firms cooperating together through a network. How customers perceive such services has been scarcely studied. The main assumption here is that, after experiencing services delivered by networked firms, the consumers synthesise their perceptions in terms of the perceived value of the network and that this global assessment will better announce behavioural intentions than the commonly used satisfaction index. Passengers travelling on long-haul flights with a global airline alliance experience such 'meta-services' and were questioned through a dedicated survey to test a structural equation model. Most hypotheses are not contradicted by the data. Unlike most recent studies referring to perceived value, this concept is seen here as one-dimensional and is measured by a rather simple scale. This allows distinguishing the value concept from its determinants. Specific variables, such as effective coordination, information and harmonisation, proved also to be useful when measuring customers' valuation of 'meta-services'. Journal: The Service Industries Journal Pages: 275-295 Issue: 5 Volume: 35 Year: 2015 Month: 3 X-DOI: 10.1080/02642069.2015.1002480 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1002480 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:5:p:275-295 Template-Type: ReDIF-Article 1.0 Author-Name: Marianna Sigala Author-X-Name-First: Marianna Author-X-Name-Last: Sigala Author-Name: Olivia Kyriakidou Author-X-Name-First: Olivia Author-X-Name-Last: Kyriakidou Title: Creativity and innovation in the service sector Journal: The Service Industries Journal Pages: 297-302 Issue: 6 Volume: 35 Year: 2015 Month: 4 X-DOI: 10.1080/02642069.2015.1010159 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1010159 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:6:p:297-302 Template-Type: ReDIF-Article 1.0 Author-Name: Marit Engen Author-X-Name-First: Marit Author-X-Name-Last: Engen Author-Name: Peter Magnusson Author-X-Name-First: Peter Author-X-Name-Last: Magnusson Title: Exploring the role of front-line employees as innovators Abstract: This article aims for a deeper understanding of front-line employees (FLEs) and their boundary-spanning role in service organizations' innovation processes from the vantage points of creativity and service innovation theory. It explores in particular FLEs' processes of creativity by focusing on how ideas emerge and how these ideas are further managed in the organizations' innovation processes. It draws on an in-depth empirical study of three units at a large spa and resort hotel. The article demonstrates how FLEs' ideas are related to the assimilation and utilization of knowledge gained in the customer-supplier interface. Furthermore, it introduces the concept of 'management by weaving', which encompasses the middle managers' roles in the complexity of leading diverse innovation processes in the service organization. By having the roles of facilitator, gatekeeper, and translator, middle managers hold the key position for letting FLEs play the role as innovators. Journal: The Service Industries Journal Pages: 303-324 Issue: 6 Volume: 35 Year: 2015 Month: 4 X-DOI: 10.1080/02642069.2015.1003370 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1003370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:6:p:303-324 Template-Type: ReDIF-Article 1.0 Author-Name: Eveliina Saari Author-X-Name-First: Eveliina Author-X-Name-Last: Saari Author-Name: Mikko Lehtonen Author-X-Name-First: Mikko Author-X-Name-Last: Lehtonen Author-Name: Marja Toivonen Author-X-Name-First: Marja Author-X-Name-Last: Toivonen Title: Making bottom-up and top-down processes meet in public innovation Abstract: Innovations in an organisation derive from multiple sources. In the public sector, users and the policy sphere provide important but often unconnected impulses for innovation. These impulses are transmitted to the organisation by grassroots employees who interact with users and managers who implement policy requirements. The paper examines the actors and activities that coordinate bottom-up and top-down initiatives and promote their development into innovations. It creates a theoretical framework that combines the views of employee-driven innovation and strategic reflexivity and supplements them with an analysis of coordination in innovation processes. The functioning of this framework is illustrated in the context of children's day care services. The results highlight the central role of middle managers and provide new knowledge regarding their 'bridging' activities in innovation. The adjustment of bottom-up and top-down processes requires the personal involvement of managers, and the creation of communication arenas, networks and mediating tools. Journal: The Service Industries Journal Pages: 325-344 Issue: 6 Volume: 35 Year: 2015 Month: 4 X-DOI: 10.1080/02642069.2015.1003369 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1003369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:6:p:325-344 Template-Type: ReDIF-Article 1.0 Author-Name: Changyong Lee Author-X-Name-First: Changyong Author-X-Name-Last: Lee Author-Name: Hakyeon Lee Author-X-Name-First: Hakyeon Author-X-Name-Last: Lee Title: Novelty-focussed document mapping to identify new service opportunities Abstract: Successful innovation in services is considered a key factor for organisational sustainability. However, existing customer- and expert-centric approaches are becoming time-consuming and labour-intensive as the number and complexity of services increase. To counter this, an instrument for service opportunity analysis based on quantitative data and systematic processes is proposed in line with the notions of service engineering. At the heart of the suggested approach is text mining to extract the meanings of service documents and the local outlier factor to identify novel services based on quantitative indicators. A case study of mobile services is exemplified. The suggested approach promotes consensus building for promising service opportunities and enhances the efficiency of the fuzzy front-end stages of new service development. Journal: The Service Industries Journal Pages: 345-361 Issue: 6 Volume: 35 Year: 2015 Month: 4 X-DOI: 10.1080/02642069.2015.1003368 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1003368 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:6:p:345-361 Template-Type: ReDIF-Article 1.0 Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Title: Transformative service research: focus on well-being Journal: The Service Industries Journal Pages: 363-367 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1025061 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1025061 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:363-367 Template-Type: ReDIF-Article 1.0 Author-Name: Cindy Yunhsin Chou Author-X-Name-First: Cindy Yunhsin Author-X-Name-Last: Chou Author-Name: Soe-Tsyr Yuan Author-X-Name-First: Soe-Tsyr Author-X-Name-Last: Yuan Title: Service-driven social community and its relation to well-being Abstract: This study aims to develop a conceptual framework pertaining to a service-driven social community and its relation to customer well-being. This paper draws on motivations and self-determination theory to expand an existing empowerment framework for a better understanding of how a service provider, which aims at transforming its service offerings to achieve business sustainability, supports for his/her customers' needs in value co-creation in the beginning and over the course of time, which subsequently drive their active engagement in co-creation. The framework reinforces the transformative role of a service to establish a social community to satisfy customers' psychological needs for competence, autonomy and a sense of relatedness. The satisfaction will drive the community to form a collective commitment to shared goals and intercustomer support, which subsequently perpetuates community members' positive experiences of living well. This is accomplished through a case study drawn from the cTaipei platform, where service providers interact with their networks and customers to co-create values in developing a creative Taipei city. This paper contributes to this practice by providing a roadmap for services and customers to be benefited from the proposed service-driven social community framework. Journal: The Service Industries Journal Pages: 368-387 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015520 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015520 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:368-387 Template-Type: ReDIF-Article 1.0 Author-Name: Rebecca Pera Author-X-Name-First: Rebecca Author-X-Name-Last: Pera Author-Name: Giampaolo Viglia Author-X-Name-First: Giampaolo Author-X-Name-Last: Viglia Title: Turning ideas into products: subjective well-being in co-creation Abstract: New services, like fabrication spaces, 3D printer rentals and virtual marketplaces, have made it easier for empowered consumers to co-create innovative products without almost any involvement of traditional companies. Adopting a consumer-grounded view, this work takes a step forward from the existing service literature by investigating the link between psychological motives and happiness in co-creation. Specifically, the study measures how community affiliation, personal growth and utilitarian motives are predictors of subjective well-being (SWB). The results illustrate that community affiliation and personal growth motives predict high scores of SWB, while utilitarian motives do not. In addition, empowered consumers who co-create with others are happier than consumers who create alone. This indicates that direct interactions are not only a powerful platform for service co-creation, but are also predictors of SWB. We discuss the implications for traditional companies and for decision makers regarding the benefits offered by digital fabrication services. Journal: The Service Industries Journal Pages: 388-402 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015521 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015521 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:388-402 Template-Type: ReDIF-Article 1.0 Author-Name: Mei-Ling Wang Author-X-Name-First: Mei-Ling Author-X-Name-Last: Wang Title: Linking service climate to customer loyalty Abstract: The present study evaluates the effect of service climate on customer loyalty by incorporating resident perceptions of service quality regarding their interaction with staff members in a nursing home. The study also explores the mediating role of service quality between service climate and customer loyalty. A conceptual two-level model linking service climate to customer loyalty was developed and analyzed using data collected from 197 nursing staff members and 477 residents in 44 nursing homes in Taiwan. The results show that service climate improves service quality and customer loyalty and provide empirical support for the mediating role of service quality between service climate and customer loyalty. Both theoretical and practical implications are discussed as well as future research directions. Journal: The Service Industries Journal Pages: 403-414 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015518 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015518 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:403-414 Template-Type: ReDIF-Article 1.0 Author-Name: Canan Corus Author-X-Name-First: Canan Author-X-Name-Last: Corus Author-Name: Bige Saatcioglu Author-X-Name-First: Bige Author-X-Name-Last: Saatcioglu Title: An intersectionality framework for transformative services research Abstract: The authors introduce the theory of intersectionality which refers to the interactivity of social identities such as race, class, and gender in shaping individuals' experiences. Intersectionality is explored using cases and examples from healthcare services, which involve high contact encounters with consumers who may possess multiple disadvantages (e.g. low income, illness, immigrant status) and therefore make for interesting contexts for intersectional analyses. Intersectionality is proposed as a framework that can shed light on the experiences of consumers who belong to multiple disadvantaged social groups, such as being black and low income, immigrant, and in poor health. Detailed guidelines for conducting intersectionality-driven services research are provided, which take into account the interconnected nature of multiple disadvantages. The authors emphasize that intersectionality offers a holistic look at the co-created nature of services and it can be instrumental in designing tailored and fair services to improve consumer and societal well-being. Journal: The Service Industries Journal Pages: 415-429 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015522 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:415-429 Template-Type: ReDIF-Article 1.0 Author-Name: María José Sanzo-Perez Author-X-Name-First: María José Author-X-Name-Last: Sanzo-Perez Author-Name: Luis Ignacio Álvarez-González Author-X-Name-First: Luis Ignacio Author-X-Name-Last: Álvarez-González Author-Name: Marta Rey-García Author-X-Name-First: Marta Author-X-Name-Last: Rey-García Title: How to encourage social innovations: a resource-based approach Abstract: During the last decade, social innovation has emerged as an outstanding topic for scholars, businesses, and public institutions. This growing interest is due to its potential positive effects on well-being and sustainable development. This study analyzes social innovation under the umbrella of the transformative service research framework. Adopting a resource-based perspective, the research attempts to determine whether the deployment in service organizations of two types of factors that support dynamic capabilities, i.e. internal market orientation, and information and communication technology competence, impacts the extent to which these organizations develop different kinds of product, process, marketing, and organizational social innovations. The study also assesses the impact of these innovation activities on the organization's transformational performance in terms of increased access to new targets. Empirical research is based on a two-step survey to a sample of Spanish nonprofits (particularly, a representative sample of foundations), since the nonprofit sector provides services that possess inherent transformational characteristics. Results confirm the expected positive effects of these two factors on social innovation and performance, and provide several guidelines for implementing social innovations in service industries. Journal: The Service Industries Journal Pages: 430-447 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015517 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:430-447 Template-Type: ReDIF-Article 1.0 Author-Name: Ping-Jen Kao Author-X-Name-First: Ping-Jen Author-X-Name-Last: Kao Author-Name: Peiyu Pai Author-X-Name-First: Peiyu Author-X-Name-Last: Pai Author-Name: Tingling Lin Author-X-Name-First: Tingling Author-X-Name-Last: Lin Author-Name: Jun-Yu Zhong Author-X-Name-First: Jun-Yu Author-X-Name-Last: Zhong Title: How transformational leadership fuels employees' service innovation behavior Abstract: Although there is a consensus that transformational leadership (TFL) is critical to successful service innovation behavior, the relationship between the two remains inconclusive. This study adopts a dual perspective approach that considers both motivational and social-political perspectives to further elicit the influence of TFL on the service innovation behavior of frontline employees. Using multiphase and multisource data from 269 employees and 1396 customers of hair salons, the results show that the perceived organizational climate for innovation, creative self-efficacy, and expected image gains fully mediate the relationship between TFL and employees' service innovation behavior. TFL positively influences employees' perceived organizational climate for innovation, which in turn enhances the service innovation behavior of employees through both motivational (i.e. creative self-efficacy) and social-political (i.e. expected image gains) mediating mechanisms. Surprisingly, expected image risks are found to have a non-significant relationship with service innovation behavior. We discuss implications of these findings with respect to innovation literature and management practice, as well as offer suggestions for further research. Journal: The Service Industries Journal Pages: 448-466 Issue: 7-8 Volume: 35 Year: 2015 Month: 5 X-DOI: 10.1080/02642069.2015.1015519 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1015519 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:448-466 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Fuglsang Author-X-Name-First: Lars Author-X-Name-Last: Fuglsang Author-Name: Rolf Rønning Author-X-Name-First: Rolf Author-X-Name-Last: Rønning Title: On innovation patterns and value-tensions in public services Abstract: In the innovation studies literature, innovation patterns have been described, such as science-based and practice-based innovation, that vary among industrial sectors. As a consequence, firms become distinguished with respect to their typical innovation pattern. Less attention has been paid to the possibility of intertwined innovation patterns. Focusing on public sector services, this paper argues that intertwined innovation patterns emerge within public services as a response to value-tensions. Values can be defined as measures for beneficial behaviour that guide innovation. Value-tensions in public services include tensions between the political, economic, communal, aesthetic and intellectual values. The contribution of the paper to service innovation research is the emphasis on the concept of intertwined innovation patterns, such as the intertwinement of science-driven and task-driven innovation. Furthermore, the paper contributes by pinpointing how varied values guide innovation in public services. Journal: The Service Industries Journal Pages: 467-482 Issue: 9 Volume: 35 Year: 2015 Month: 6 X-DOI: 10.1080/02642069.2015.1042971 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1042971 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:9:p:467-482 Template-Type: ReDIF-Article 1.0 Author-Name: Claudia A. S. Araújo Author-X-Name-First: Claudia A. S. Author-X-Name-Last: Araújo Author-Name: Elaine Tavares Author-X-Name-First: Elaine Author-X-Name-Last: Tavares Author-Name: Eduardo Raupp de Vargas Author-X-Name-First: Eduardo Raupp Author-X-Name-Last: de Vargas Author-Name: Eduardo Rocha Author-X-Name-First: Eduardo Author-X-Name-Last: Rocha Title: Developing learning capabilities through a quality management program Abstract: This study examines the development of learning capabilities through the implementation of a quality management program in services, based on a case study of transplantation management. The findings show how the introduction of an online system, based on a quality management program, underpinned the knowledge-building capacity of the organization. The results contribute to service literature by addressing how a quality management program links to organizational learning process directly and through building-up organizational knowledge. The implementation of a quality management program allows knowledge building through identification and socialization of tacit knowledge and combination of explicit knowledge. The development of learning capabilities fostered by the introduction of this program occurs under conditions that contribute to the building-up of organizational knowledge. Organizational learning is enhanced during this implementation through an incremental process that detects errors and corrects behavior and/or alters organizations premises, standards and values. This organizational learning helps to upgrade the overall process. Journal: The Service Industries Journal Pages: 483-498 Issue: 9 Volume: 35 Year: 2015 Month: 6 X-DOI: 10.1080/02642069.2015.1042972 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1042972 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:9:p:483-498 Template-Type: ReDIF-Article 1.0 Author-Name: Des Laffey Author-X-Name-First: Des Author-X-Name-Last: Laffey Author-Name: Ben Lowe Author-X-Name-First: Ben Author-X-Name-Last: Lowe Author-Name: Anthony Gandy Author-X-Name-First: Anthony Author-X-Name-Last: Gandy Title: Online retail financial services in a changing world Journal: The Service Industries Journal Pages: 499-501 Issue: 10 Volume: 35 Year: 2015 Month: 7 X-DOI: 10.1080/02642069.2015.1048432 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1048432 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:10:p:499-501 Template-Type: ReDIF-Article 1.0 Author-Name: Tina Harrison Author-X-Name-First: Tina Author-X-Name-Last: Harrison Author-Name: Kathryn Waite Author-X-Name-First: Kathryn Author-X-Name-Last: Waite Title: Impact of co-production on consumer perception of empowerment Abstract: Service-dominant logic emphasises the customer role as co-creator of value. However, there is little empirical evidence of how customers perceive and experience value co-creation from participation in service co-production. The internet and interactive websites have increased the potential for consumers to engage in co-production through increased self-service which is acknowledged to contribute to consumer empowerment. The paper explores empirically the impact of service co-production via web technology on consumer perceptions of e-empowerment. Findings suggest that e-empowerment is multidimensional comprising empowerment and disempowerment dimensions. The paper makes several contributions to services theory. Variable co-production leads to different types of empowerment/disempowerment. Value-in-use can be perceived as process value and outcome value. The findings challenge the assumption that co-production naturally leads to co-creation of value. Co-production can be a double-edged sword: for some it can be value-enhancing, whereas for others it can be value-destructing. The paper notes several implications for practice. Journal: The Service Industries Journal Pages: 502-520 Issue: 10 Volume: 35 Year: 2015 Month: 7 X-DOI: 10.1080/02642069.2015.1043276 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1043276 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:10:p:502-520 Template-Type: ReDIF-Article 1.0 Author-Name: Adam J. Mills Author-X-Name-First: Adam J. Author-X-Name-Last: Mills Author-Name: Kirk Plangger Author-X-Name-First: Kirk Author-X-Name-Last: Plangger Title: Social media strategy for online service brands Abstract: Research on service brands' participation in online activities has focused largely on Internet-enabled transactions and functional interactions between the firm and the customer. Most research discussing social media for online services position it as an extension of offline customer service activities and secondary in marketing importance to branded websites. This research explores the role of social media for online service brands rather as a set of online communication channels that enable the development and nurturing of brand-consumer relationships and trust, particularly relevant for high-involvement services dealing with private consumer information. Social media are further treated as a strategic means of mitigating consumer perceptions of risk of high-involvement online services, particularly those transitioning from offline to online environments. To conclude, a prescriptive managerial process for the development, management and measurement of online service brand and customer relationship management strategies on social media is proposed. Journal: The Service Industries Journal Pages: 521-536 Issue: 10 Volume: 35 Year: 2015 Month: 7 X-DOI: 10.1080/02642069.2015.1043277 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1043277 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:10:p:521-536 Template-Type: ReDIF-Article 1.0 Author-Name: Nicole Koenig-Lewis Author-X-Name-First: Nicole Author-X-Name-Last: Koenig-Lewis Author-Name: Morgan Marquet Author-X-Name-First: Morgan Author-X-Name-Last: Marquet Author-Name: Adrian Palmer Author-X-Name-First: Adrian Author-X-Name-Last: Palmer Author-Name: Anita Lifen Zhao Author-X-Name-First: Anita Lifen Author-X-Name-Last: Zhao Title: Enjoyment and social influence: predicting mobile payment adoption Abstract: Models of technology adoption, notably the Technology Acceptance Model and the Unified Theories of Acceptance and Use of Technology, provide good theoretical foundations for understanding mobile payment adoption. This study extends these frameworks by incorporating perceived enjoyment, social influence, knowledge and perceived risk. Replications of established theories are tested in a new context of young people's adoption of mobile payment. Subsequent hypotheses test an extended theoretical framework using an online survey (<italic>N</italic> = 316). The extended model improves previous models by explaining 62% of variation in intention to use. Against expectations, perceived ease of use had no significant effect on perceived usefulness and intention to use. The study contributes to advancing understanding of perceived enjoyment which had no direct effect on adoption intention but a significant effect on perceived ease of use and usefulness. Social influence reduces perceived risk, and further contribution is made by noting that perceived enjoyment lowers perceived risk. Journal: The Service Industries Journal Pages: 537-554 Issue: 10 Volume: 35 Year: 2015 Month: 7 X-DOI: 10.1080/02642069.2015.1043278 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1043278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:10:p:537-554 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen W. Wang Author-X-Name-First: Stephen W. Author-X-Name-Last: Wang Author-Name: Waros Ngamsiriudom Author-X-Name-First: Waros Author-X-Name-Last: Ngamsiriudom Author-Name: Chia-Hung Hsieh Author-X-Name-First: Chia-Hung Author-X-Name-Last: Hsieh Title: Trust disposition, trust antecedents, trust, and behavioral intention Abstract: Trust is important for fostering successful relationships, reducing uncertainty and risk, and increasing willingness to purchase. This study tests the replications in the mobile banking (m-banking) industry and the influence of trust on purchase intention via investigating the relationships between disposition to trust, and trust antecedents to trust in forming trust in m-banking services, which in turn leads to behavioral intention to adopt those services. In spite of numerous studies being focused on the critical role of trust in recent decades, the topic of multidimensional trust antecedents in m-banking, as well as the effects of disposition to trust on m-banking adoption intention has been relatively neglected. Based on the data collected in Taiwan, the results reveal significant positive relationships between disposition to trust, trust antecedents, and trust. Meanwhile, the relationship between trust and behavioral intention are positively significant. Contributions and managerial implications are discussed. Journal: The Service Industries Journal Pages: 555-572 Issue: 10 Volume: 35 Year: 2015 Month: 7 X-DOI: 10.1080/02642069.2015.1047827 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1047827 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:10:p:555-572 Template-Type: ReDIF-Article 1.0 Author-Name: Mary Beth Pinto Author-X-Name-First: Mary Beth Author-X-Name-Last: Pinto Title: Social media's contribution to customer satisfaction with services Abstract: An important recent initiative in the effective transmission of healthcare services is the establishment of the patient-centered medicine (PCM) philosophy as a mechanism for enhancing customer satisfaction. Although the goals of PCM are important, there is less understanding of the means by which service providers can promote this philosophy.This study examines the relationship between customers' attitude toward and use of social media, PCM, and their satisfaction with healthcare services. Data were collected from a large, urban-based pediatric office in the northeast. The sample consisted of 234 respondents who were classified as 'e-Patients' - that is, they reported having access to the Internet and going online for health information. A three-stage regression analysis, conducted to establish the path coefficients for each stage in the model, shows that customers' (patients') attitude toward social media can be an effective method to enhance PCM and, ultimately, satisfaction. The findings contribute to theory in services by exploring the challenges of managing service delivery at the interface between customer satisfaction and the role and usefulness of adopting and effectively using social media. Journal: The Service Industries Journal Pages: 573-590 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1062881 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1062881 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:573-590 Template-Type: ReDIF-Article 1.0 Author-Name: Sarah Diffley Author-X-Name-First: Sarah Author-X-Name-Last: Diffley Author-Name: Patrick McCole Author-X-Name-First: Patrick Author-X-Name-Last: McCole Title: Extending customer relationship management into a social context Abstract: Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sites on processes to manage customer relationships. Facilitating the depth and networked interactions necessary to truly engage customers, social networking sites act as a means of enhancing customer relationships through the co-creation of value, moving CRM into a social context. Tested and validated on a data set of hotels, the main contribution of the study to service research lies in the extension of CRM processes, termed relational information processes, to include value co-creation processes due to the social capabilities afforded by social networking sites. Information technology competency and social media orientation act as critical antecedents to these processes, which have a positive impact on both financial and non-financial aspects of firm performance. The theoretical and managerial implications of these findings are discussed accordingly. Journal: The Service Industries Journal Pages: 591-610 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1062882 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1062882 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:591-610 Template-Type: ReDIF-Article 1.0 Author-Name: Ji Hee Song Author-X-Name-First: Ji Hee Author-X-Name-Last: Song Author-Name: Candice R. Hollenbeck Author-X-Name-First: Candice R. Author-X-Name-Last: Hollenbeck Title: The value of social presence in mobile communications Abstract: Texting via mobile devices is used as a primary means for day-to-day communications among an increasing number of consumers and, as a result of this trend, more companies are engaging with consumers and addressing service complaints using social media platforms, such as Facebook. This study addresses the use of two-way mobile texting via Facebook to resolve service complaints with applications from social presence theory. Research shows that marketers' warm emotions are important in addressing service complaints, yet prior works mainly focus on the significance of human warmth in face-to-face contexts. Therefore, this study uses an experimental design to investigate the value of social presence in mobile texting as a means for providing service recovery. In triangulating the data, we use focus groups in confirmatory analysis. The findings show that social presence cues add human warmth to text messages with respect to two-way communication perceptions, control perceptions, responsiveness perceptions, satisfaction, attitudes, and repurchase intentions. The article concludes with a discussion of the importance of social presence cues in improving customers' experiences and overall satisfaction. Journal: The Service Industries Journal Pages: 611-632 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1062880 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1062880 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:611-632 Template-Type: ReDIF-Article 1.0 Author-Name: M. S. Balaji Author-X-Name-First: M. S. Author-X-Name-Last: Balaji Author-Name: Subhash Jha Author-X-Name-First: Subhash Author-X-Name-Last: Jha Author-Name: Marla B. Royne Author-X-Name-First: Marla B. Author-X-Name-Last: Royne Title: Customer e-complaining behaviours using social media Abstract: This paper develops a conceptual framework about customer complaining behaviours (CCB), using social media. Specifically, this research expands the current understanding of CCB by examining the differential impact of unfairness, firm response, retaliation, locus attribution, stability attribution, and personal identity on public complaining and private complaining using social media, and their subsequent impact on post-complaining satisfaction (PCS) and loyalty. Public complaining refers to customer complaints directed to a service provider, while private complaining refers to service failure complaints directed towards other customers. A structural equation model shows that high levels of unfairness, firm response, locus, and personal identity have a strong influence on public complaining, while desire for retaliation is a significant factor influencing private complaining. The findings contribute to practice by providing useful and pertinent information for developing suitable web care interventions to effectively deal with public complaining and private complaining through social media platforms. Journal: The Service Industries Journal Pages: 633-654 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1062883 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1062883 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:633-654 Template-Type: ReDIF-Article 1.0 Author-Name: Philip Alford Author-X-Name-First: Philip Author-X-Name-Last: Alford Author-Name: Stephen John Page Author-X-Name-First: Stephen John Author-X-Name-Last: Page Title: Marketing technology for adoption by small business Abstract: The adoption of technology for marketing is essential for the survival of small businesses and yet little is understood about owner-manager practice in this area. This paper aims to address that gap through a qualitative study of 24 owner-managed small businesses operating in the visitor economy. It found that there was a strong appetite for the adoption of technology for marketing and a clear recognition of its opportunities particularly related to how it could create a stronger market orientation and more agile marketing, adhering to the principles of effectual reasoning. However, the ability to take advantage of these opportunities was constrained by a lack of knowledge and in particular an inability to measure the return on investment. While the wider implications of the study are limited by the niche sample, a planning model for the adoption of technology for marketing is presented which can be tested through future research. Journal: The Service Industries Journal Pages: 655-669 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1062884 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1062884 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:655-669 Template-Type: ReDIF-Article 1.0 Author-Name: Chrystal B. Zhang Author-X-Name-First: Chrystal B. Author-X-Name-Last: Zhang Author-Name: Yi Hsin Lin Author-X-Name-First: Yi Hsin Author-X-Name-Last: Lin Title: Exploring interactive communication using social media Abstract: Engaging consumers in interactive marketing communication is instrumental in business-customer relationships building and development. Social media enables consumers to initiate marketing messages and gain growing control in the communication process due to its enhanced interactivity features. This study investigates whether communication between businesses and their social media users is interactive and how interactive it is. It also attempts to determine what types of messages are more likely to result in interactive communication. The findings reveal that businesses are attempting functional interactivity while individual users are increasingly securing a control to achieve contingent interactivity. Businesses are adopting a consumer-centric approach in designing and executing marketing communication messages to achieve interactivity though significant variance is established between businesses as measured by Interactivity Performance Matrix. Challenges remain for businesses as to how to engage their customers by utilizing the interactivity features of social media to facilitate relationships formulation and development. Journal: The Service Industries Journal Pages: 670-693 Issue: 11-12 Volume: 35 Year: 2015 Month: 8 X-DOI: 10.1080/02642069.2015.1064396 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1064396 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:11-12:p:670-693 Template-Type: ReDIF-Article 1.0 Author-Name: Javier Reynoso Author-X-Name-First: Javier Author-X-Name-Last: Reynoso Author-Name: Ana Valdés Author-X-Name-First: Ana Author-X-Name-Last: Valdés Author-Name: Karla Cabrera Author-X-Name-First: Karla Author-X-Name-Last: Cabrera Title: Breaking new ground: base-of-pyramid service research Abstract: Two-thirds of the world's population lives in poverty, a global problem that researchers from a wide variety of disciplines study. Yet there is a fundamental lack of service research pertaining to this huge segment of society, commonly known as the base of the pyramid. This segment offers a rich source of information that could help break new ground in service research, by exploring services in contexts in which its current concepts, models, theories, and generalizations might not apply the same way. This article starts by exploring key contributions in base of the pyramid literature and identifying the main perspectives from which extant knowledge has developed. By revising existing service research priorities to identify useful intersections with base of the pyramid perspectives, this study offers new grounds deriving five research streams that reflect the integration of base of the pyramid research perspectives with service research priorities. Finally, this article details the emerging area of base of the pyramid service research using one of those research priorities, namely, transformative service research, in an effort to specify the relevant objectives, scopes, differences, and similarities and thereby identify common grounds for future service research at the base of the pyramid. Journal: The Service Industries Journal Pages: 695-709 Issue: 13 Volume: 35 Year: 2015 Month: 9 X-DOI: 10.1080/02642069.2015.1079818 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1079818 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:13:p:695-709 Template-Type: ReDIF-Article 1.0 Author-Name: Hector Javier Lagunes Marin Author-X-Name-First: Hector Javier Author-X-Name-Last: Lagunes Marin Author-Name: Luis Rubalcaba Bermejo Author-X-Name-First: Luis Author-X-Name-Last: Rubalcaba Bermejo Title: External sources for innovation in public organisations Abstract: This article's objective is twofold: First, to provide a framework for understanding the role of external information sources in service innovation, with particular attention to innovation in public organisations. The second part of the article's objective is to test the proposed framework. Method of analysis is based on data at European level from the 2010 Innobarometer Survey on Public Innovation. Data is used for estimating a bivariate probit with sample selection, where the selection variable indicates whether or not organisations have recently implemented service innovations and the estimated variable indicates whether organisations have introduced services that are new to the whole public sector. Results indicate a significant relation between the use of both internal and external sources of information and the implementation of innovations by public organisations. External sources are shown to be more relevant for the implementation of services that are new to the public sector. Journal: The Service Industries Journal Pages: 710-727 Issue: 13 Volume: 35 Year: 2015 Month: 9 X-DOI: 10.1080/02642069.2015.1079817 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1079817 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:13:p:710-727 Template-Type: ReDIF-Article 1.0 Author-Name: Metka Stare Author-X-Name-First: Metka Author-X-Name-Last: Stare Author-Name: Jože Damijan Author-X-Name-First: Jože Author-X-Name-Last: Damijan Title: Do innovation spillovers impact employment and skill upgrading? Abstract: So far, the research on impact of innovation on employment and skills focused on effects within firms and sectors. Little attention was paid to the influence of interlinkages between sectors as a source of employment change. The main contribution of this paper to the field refers to broadening the analysis of innovation impacts to innovation spillovers from vertically linked sectors on firms' employment and skill change in user industries. The empirical analysis conclusively demonstrates an important role of innovation spillovers in the economy. Firms' employment growth is shown to benefit significantly from spillovers of product innovations in manufacturing and knowledge-intensive services. Similarly, firms that are subject to increased spillovers of product innovations as well as marketing and organisational innovations are more likely to upgrade their skill composition. Conversely, employment growth and skill composition of firms seem to be negatively affected by spillovers of process innovations in vertically linked sectors. Journal: The Service Industries Journal Pages: 728-745 Issue: 13 Volume: 35 Year: 2015 Month: 9 X-DOI: 10.1080/02642069.2015.1080245 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1080245 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:13:p:728-745 Template-Type: ReDIF-Article 1.0 Author-Name: V. Srinivasan Author-X-Name-First: V. Author-X-Name-Last: Srinivasan Author-Name: G. Shainesh Author-X-Name-First: G. Author-X-Name-Last: Shainesh Author-Name: Anand K. Sharma Author-X-Name-First: Anand K. Author-X-Name-Last: Sharma Title: An approach to prioritize customer-based, cost-effective service enhancements Abstract: Service firms routinely enhance their offerings to satisfy and retain current customers and to attract new customers. We show theoretically that service improvements can be prioritized by simultaneously taking into account the likely incremental revenue (through increased customer value) and the incremental cost of making the improvement. The customer values obtained from a sample of respondents, and cost estimates obtained from managers of the service providing organization are combined to prioritize improvements using a 'bang for the buck' (i.e. value/cost) rule. Such a prioritization would be helpful to come up with a 'short list' of service improvements. The items on the short list can be evaluated in detail for their 'Return on Quality'. The approach for prioritization is illustrated in the context of improving passenger train service between a pair of cities in India. An adaptive self-explicated approach is used for obtaining customer values and cost estimates. The customer values so elicited display substantial cross-validity. Journal: The Service Industries Journal Pages: 747-762 Issue: 14 Volume: 35 Year: 2015 Month: 10 X-DOI: 10.1080/02642069.2015.1080244 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1080244 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:14:p:747-762 Template-Type: ReDIF-Article 1.0 Author-Name: Essi Huttu Author-X-Name-First: Essi Author-X-Name-Last: Huttu Author-Name: Miia Martinsuo Author-X-Name-First: Miia Author-X-Name-Last: Martinsuo Title: Differentiation value through services in a manufacturer's delivery chain Abstract: The delivery of industrial goods includes various possibilities for service business. Previous research has concentrated on third-party logistics (3PL) providers' perspective on service opportunities. This study takes the manufacturer's perspective in inter-organizational relationships and investigates the potential for differentiation value though services associated with the delivery of industrial goods. Field observation was carried out on three high-volume construction component deliveries, to uncover differentiation value drivers and the emergence of service opportunities in a manufacturer's delivery chain. The results complement earlier 3PL-centered goods delivery research by showing that the manufacturer's unique product and process competences, and activities in the delivery chain drive differentiation value, enable new service opportunities. The findings, thereby, draw attention to manufacturers and their competences as sources of added-value service in the delivery of industrial goods. Manufacturing firms have various options for differentiation and centrality in the inter-organizational network through cooperation with third parties. The results reveal that third parties can be hidden sources of added customer value in the goods delivery chain. The differentiation value for different firms in the industrial goods' delivery chains can emerge when firms begin to develop and offer services to each other, and therefore a proactive and in-depth analysis of their customers' differentiation-oriented value hierarchies is required. Journal: The Service Industries Journal Pages: 763-782 Issue: 14 Volume: 35 Year: 2015 Month: 10 X-DOI: 10.1080/02642069.2015.1080692 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1080692 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:14:p:763-782 Template-Type: ReDIF-Article 1.0 Author-Name: M. Teresa Fernández Fernández Author-X-Name-First: M. Teresa Author-X-Name-Last: Fernández Fernández Author-Name: Francisco J. Blanco Jiménez Author-X-Name-First: Francisco J. Author-X-Name-Last: Blanco Jiménez Author-Name: Juan R. Cuadrado Roura Author-X-Name-First: Juan R. Author-X-Name-Last: Cuadrado Roura Title: Business incubation: innovative services in an entrepreneurship ecosystem Abstract: This article studies the process of business services provision by business incubators. It considers this provision as an innovative and dynamic process, carried out in an open innovation context, where many elements from the entrepreneurship ecosystem (EE) interact. Thus, the article creates new knowledge because conceptually, it defines and relates all the key elements that are the source of innovation and value added: business services themselves, the EE, the context of open innovation and the features of that interaction. This conceptualization is tested empirically in two different scopes, a broad one with 255 business incubators around the world, and a Spanish case with two university incubators with some references to a foreign two-country study. Results detect some patterns of service provision according to ownership, size and partnership of the business incubators and show the efficacy of the cooperation of the private and public sectors and the universities. Journal: The Service Industries Journal Pages: 783-800 Issue: 14 Volume: 35 Year: 2015 Month: 10 X-DOI: 10.1080/02642069.2015.1080243 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1080243 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:14:p:783-800 Template-Type: ReDIF-Article 1.0 Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Title: Transformative service research: research that matters Journal: The Service Industries Journal Pages: 801-805 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1109638 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1109638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:801-805 Template-Type: ReDIF-Article 1.0 Author-Name: Steven W. Rayburn Author-X-Name-First: Steven W. Author-X-Name-Last: Rayburn Title: Consumers' captive service experiences: it's YOU and ME Abstract: Consumers in captive services often do not have the same experiences as consumers in typical service situations; this reality is largely ignored in existing service literature. To fill this void, this research makes a qualitative exploration of consumers' lived captive service experiences. It finds that consumers face several negative service processes. At the heart of these negative service experiences are the interactions of consumers with the service workers on whom they depend. Power has shifted to providers and this permits service organizations to deviate from accepted prudent service practices. Consumers experience service captivity and feel they have little or no recourse to the poor service treatment they receive. This does not, however, stop them from attempting to take back control of their consumption experience when and where possible. Consumers show marked resilience in the face of dehumanizing service interactions. Understanding developed in this research can be used to guide transformative service redesign in contexts of captive service and consumer service captivity. Journal: The Service Industries Journal Pages: 806-825 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090982 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090982 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:806-825 Template-Type: ReDIF-Article 1.0 Author-Name: Hulda G. Black Author-X-Name-First: Hulda G. Author-X-Name-Last: Black Author-Name: Andrew S. Gallan Author-X-Name-First: Andrew S. Author-X-Name-Last: Gallan Title: Transformative service networks: cocreated value as well-being Abstract: Fundamental to emerging theories of value cocreation is a developing awareness that value emerges in networks. Service networks form to address issues for those in need, and value is conceived differently by the various constituents in the network. To represent this reality, a core service interaction, the reason for the construction of the network, is evaluated based upon a typology of value-creating interaction styles. Next, the potential impact on transformative value cocreation of various relationships in a service network is explored. To illustrate value cocreation from a network perspective, this paper develops research propositions assessing cocreated value in a health service network. Network factors regarding the structural and relationship properties of networks that advance the theory of value cocreation are proposed. Finally, suggestions for managers include ways to engage service network entities to enhance communication to foster a balanced, mutualistic relationship that optimizes cocreated value. Organizations need to better identify and activate customers' support networks in order to facilitate enhanced collaboration and communication. Journal: The Service Industries Journal Pages: 826-845 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090978 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090978 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:826-845 Template-Type: ReDIF-Article 1.0 Author-Name: Lisa Schuster Author-X-Name-First: Lisa Author-X-Name-Last: Schuster Author-Name: Judy Drennan Author-X-Name-First: Judy Author-X-Name-Last: Drennan Author-Name: Ian Lings Author-X-Name-First: Ian Author-X-Name-Last: Lings Title: Understanding consumers' decisions to adopt technology-enabled transformative services Abstract: This study extends understanding of consumers' decisions to adopt transformative services delivered via technology. It incorporates competitive effects into the model of goal-directed behavior which, in keeping with the majority of consumer decision making models, neglects to explicitly account for competition. A goal-level operationalization of competition, incorporating both direct and indirect competition, is proposed. A national web-based survey collected data from 431 respondents about their decisions to adopt mental health services delivered via mobile phone. The findings show that the extent to which consumers perceived using these transformative services to be more instrumental to achieving their goals than competition had the greatest impact on their adoption decisions. This finding builds on the limited empirical evidence for the inclusion of competitive effects to more fully explain consumers' decisions to adopt technology-based and other services. It also provides support for a broader operationalization of competition with respect to consumers' personal goals. Journal: The Service Industries Journal Pages: 846-864 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090979 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090979 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:846-864 Template-Type: ReDIF-Article 1.0 Author-Name: Mark R. Mulder Author-X-Name-First: Mark R. Author-X-Name-Last: Mulder Author-Name: Justine M. Rapp Author-X-Name-First: Justine M. Author-X-Name-Last: Rapp Author-Name: Anne Hamby Author-X-Name-First: Anne Author-X-Name-Last: Hamby Author-Name: Todd Weaver Author-X-Name-First: Todd Author-X-Name-Last: Weaver Title: Consumer transformation through volunteer service experiences Abstract: A growing number of consumers are seeking to make a difference through experiences involving interaction and collaboration with organizations that offer charitable service opportunities. These experiences are noteworthy in not only their catalyzing influence on the organization and the beneficiary customer, but also the personal transformation in the volunteer. The authors introduce a phenomenon called transformative charity experiences (TCEs), a triadic framework highlighting an avenue of personal consumer well-being through the transformative effect of service interactions with key stakeholders. Building upon conceptual models proposed in Transformative Services Research and insights from their own embedded charity experiences, the authors introduce how service co-creation from three entities (charity, volunteer, and community) can lead to a transformative effect for the volunteer. An exploratory field study in an international setting provides insights into how the proposed framework accounts for TCEs. Implications and future directions for charitable services research are presented. Journal: The Service Industries Journal Pages: 865-882 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090981 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090981 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:865-882 Template-Type: ReDIF-Article 1.0 Author-Name: Luis Javier Sanchez-Barrios Author-X-Name-First: Luis Javier Author-X-Name-Last: Sanchez-Barrios Author-Name: Mario Giraldo Author-X-Name-First: Mario Author-X-Name-Last: Giraldo Author-Name: Mahmoud Khalik Author-X-Name-First: Mahmoud Author-X-Name-Last: Khalik Author-Name: Ricardo Manjarres Author-X-Name-First: Ricardo Author-X-Name-Last: Manjarres Title: Services for the underserved: unintended well-being Abstract: There is a lack of research on service consumption practices of Base of the Pyramid consumers. This study contributes to the Transformative Service Research agenda by understanding stigmatized service consumption practices and their effect on the well-being of these consumers; this has not been fully addressed until now. Additionally, it is shown that understanding the relations among consumers, communities, and informal service offerings results in the design of services with unintentional positive effects on well-being at individual, collective, and relational levels. Findings show that informal service offerings are non-discriminatory, hassle-free, jargon-free, and reputation-based. These findings pave the way to further explore such complex contexts to better understand the impact of service design on the well-being of such consumers. Positive practices can be adopted by any service industry that intends to serve that segment through the intentional redesign of offerings that are engaging, inclusive, and simple and acknowledge social standing. Journal: The Service Industries Journal Pages: 883-897 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090983 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090983 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:883-897 Template-Type: ReDIF-Article 1.0 Author-Name: Roxanna Magee Author-X-Name-First: Roxanna Author-X-Name-Last: Magee Author-Name: Audrey Gilmore Author-X-Name-First: Audrey Author-X-Name-Last: Gilmore Title: Heritage site management: from dark tourism to transformative service experience? Abstract: This paper investigates the managerial perspectives of dark heritage sites and considers how visitors can benefit from and ideally be transformed by the overall experience. Initially the paper provides a review of dark tourism literature and considers the relevance of the servicescape concept for this context. An in-depth case-based method was used to investigate site managers' perspectives and key issues related to visitor's experience and engagement. Heritage sites no longer want to be seen as dark places and are striving to become sites of sensitive heritage where the focus is on visitor and social engagement. The contribution of this study to services theory is in its illumination of the integrative role of socially symbolic dimensions for heritage sites. The role of the servicescape is central to the co-creation of individual, personal socially symbolic experiences and to the longer-term societal mission of social change and global citizenships. Journal: The Service Industries Journal Pages: 898-917 Issue: 15-16 Volume: 35 Year: 2015 Month: 11 X-DOI: 10.1080/02642069.2015.1090980 File-URL: http://hdl.handle.net/10.1080/02642069.2015.1090980 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:898-917 Template-Type: ReDIF-Article 1.0 Author-Name: Berna Tari Kasnakoglu Author-X-Name-First: Berna Author-X-Name-Last: Tari Kasnakoglu Title: Antecedents and consequences of co-creation in credence-based service contexts Abstract: The present study proposes that co-creation is a dialogical process which involves a high level of participation by both partners, and attempts to test a co-creation model, where partners engage in a service interaction using their operant resources. Results from 65 exploratory interviews and 502 scenario-based experiments demonstrate that operant resources lead to higher levels of participation; however, participation by one partner does not lead to co-creation unless the other partner is also participating, indicating the constructive effects of a mutually contributing relationship. Results also imply that co-creation is a highly contextual and interactive phenomenon, thus the dimensions and the effects of mutual participation should be interpreted by investigating specific service contexts. Positive outcomes significantly increase with co-creation; however, well-being seems to be a concept intertwined within the dyadic service relationship rather than a remote state of the consumer. Journal: The Service Industries Journal Pages: 1-20 Issue: 1-2 Volume: 36 Year: 2016 Month: 1 X-DOI: 10.1080/02642069.2016.1138472 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1138472 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:1-2:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Hsin-Hui (Sunny) Hu Author-X-Name-First: Hsin-Hui (Sunny) Author-X-Name-Last: Hu Author-Name: H. G. Parsa Author-X-Name-First: H. G. Author-X-Name-Last: Parsa Author-Name: Chi-Ting Chen Author-X-Name-First: Chi-Ting Author-X-Name-Last: Chen Author-Name: Hsin-Yi Hu Author-X-Name-First: Hsin-Yi Author-X-Name-Last: Hu Title: Factors affecting employee willingness to report customer feedback Abstract: Effectively capturing consumer feedback can help organizations swiftly react and improve the quality of their service processes and delivery systems. In most organizations, frontline employees are a vital source of customer feedback as they interact with customers frequently and intimately. Thus, the current paper seeks to understand the factors influencing employee willingness to report customer feedback up the organizational channels of communication. The conceptual model was tested empirically using data collected from major chain restaurants in Taiwan involving 332 frontline employees. A hierarchical regression analysis was used to test the hypothesized model. The obtained results demonstrate the impact of service climate, perceived organizational support, and internal locus of control on frontline employees’ willingness to report customer feedback. Journal: The Service Industries Journal Pages: 21-36 Issue: 1-2 Volume: 36 Year: 2016 Month: 1 X-DOI: 10.1080/02642069.2016.1138471 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1138471 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:1-2:p:21-36 Template-Type: ReDIF-Article 1.0 Author-Name: Rosario Silva Author-X-Name-First: Rosario Author-X-Name-Last: Silva Title: Competition and demand effects of geographic distance to rivals Abstract: Based on previous research in the literature of spatial economics and agglomeration, this study proposes that a firm's geographic distance to its rivals may have two opposite effects on prices which depend on the strength of local demand. In periods of high demand, the competition effect of proximity is relatively smaller than the benefits of being geographically close, which results in a positive net effect of proximity on prices. To the contrary, in periods of low demand, the negative competitive effect of proximity will be greater than the positive effect; therefore, the net effect of proximity on prices is negative. The results for a sample of 1838 hotels support the two contrary consequences. These findings contribute to increase our knowledge of the relation between geographical distance and prices in service industries in which competition is local and demand fluctuates over time. Journal: The Service Industries Journal Pages: 37-57 Issue: 1-2 Volume: 36 Year: 2016 Month: 1 X-DOI: 10.1080/02642069.2016.1138470 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1138470 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:1-2:p:37-57 Template-Type: ReDIF-Article 1.0 Author-Name: Kate Walsh Author-X-Name-First: Kate Author-X-Name-Last: Walsh Title: Applying career concepts to strengthen the work-attitudes of service professionals Abstract: Given the nature of employment relationships today, service organizations can strengthen the organization commitment levels and reduce the turnover intentions of its professionals through providing job features important to their careers. These features include opportunities to perform challenging work, experience trusting relationships with customers/clients, and obtain extrinsic rewards. Using a sample of alumni from a hospitality business program, hypotheses that these features impact organizational commitment and turnover intentions, partially through strengthening professionals’ career commitment, are developed and tested. Findings suggest that challenging work opportunities impact these attitudes both directly and indirectly. So too trusting relationships with customers and clients indirectly impact organization commitment and intent to turnover (ITO). Results also suggest that, as a whole, satisfaction with extrinsic rewards has no effect. However, an analysis of multigroup mediation results revealed that for professionals working in professional service firms, satisfaction with pay reduces both attitudes. Implications for research in organization commitment and ITO, specifically the role and impact of career-based antecedents, are discussed. Journal: The Service Industries Journal Pages: 58-79 Issue: 1-2 Volume: 36 Year: 2016 Month: 1 X-DOI: 10.1080/02642069.2016.1155115 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1155115 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:1-2:p:58-79 Template-Type: ReDIF-Article 1.0 Author-Name: Hyun-Sun Ryu Author-X-Name-First: Hyun-Sun Author-X-Name-Last: Ryu Author-Name: Jae-Nam Lee Author-X-Name-First: Jae-Nam Author-X-Name-Last: Lee Title: Innovation patterns and their effects on firm performance Abstract: This study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms’ major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: ‘service delivery-based high-technology', ‘service delivery and customer interaction-integrated', ‘customer interaction-based high-technology', and ‘strongly balanced’ innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance<italic>.</italic> Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance. Journal: The Service Industries Journal Pages: 81-101 Issue: 3-4 Volume: 36 Year: 2016 Month: 2 X-DOI: 10.1080/02642069.2016.1155114 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1155114 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:3-4:p:81-101 Template-Type: ReDIF-Article 1.0 Author-Name: Ali E. Akgün Author-X-Name-First: Ali E. Author-X-Name-Last: Akgün Author-Name: Oya Erdil Author-X-Name-First: Oya Author-X-Name-Last: Erdil Author-Name: Halit Keskin Author-X-Name-First: Halit Author-X-Name-Last: Keskin Author-Name: Busra Muceldilli Author-X-Name-First: Busra Author-X-Name-Last: Muceldilli Title: The relationship among gratitude, hope, connections, and innovativeness Abstract: The interwoven relationships among positive emotions and connections among people within the organization, manifested as collective gratitude and hope, and high-quality connections (HQCs), and firm service innovativeness and financial performance have rarely been addressed in the service innovation management literature. By studying 251 service firms, this paper shows that (a) collective gratitude is positively related to development of HQCs among people within the organization and firm service innovativeness, (b) HQCs among people within the organization are positively associated with firm service innovativeness, and (c) firm service innovativeness is positively related to firm financial performance. This paper also demonstrates that the collective hope of people within the organization positively moderates the relationship between collective gratitude and HQCs among them. Journal: The Service Industries Journal Pages: 102-123 Issue: 3-4 Volume: 36 Year: 2016 Month: 2 X-DOI: 10.1080/02642069.2016.1155113 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1155113 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:3-4:p:102-123 Template-Type: ReDIF-Article 1.0 Author-Name: Priyanko Guchait Author-X-Name-First: Priyanko Author-X-Name-Last: Guchait Author-Name: Ayşın Paşamehmetoğlu Author-X-Name-First: Ayşın Author-X-Name-Last: Paşamehmetoğlu Author-Name: Juan Madera Author-X-Name-First: Juan Author-X-Name-Last: Madera Title: Error management culture: impact on cohesion, stress, and turnover intentions Abstract: An error management culture involves organizational practices related to communicating about errors, sharing error knowledge, quickly detecting and handling errors, and helping in error situations. Building on error management research, this study examined the influence of organizational error management culture on the turnover intentions of frontline service employees. The study also investigated the underlying mechanism that links this culture with turnover intentions. Data were collected from 345 frontline employees of hotels in Turkey. Structural Equation Modeling results revealed that employee perceptions of organizational error management culture have a direct and significantly negative impact on their turnover intentions. Furthermore, results showed that this relationship is mediated through perceived group cohesion and work stress. Using the job demands-resources model as a theoretical framework, this study revealed that organizational error management culture leads to increased group cohesion; increased group cohesion lowers work stress; and lower work stress lowers turnover intentions. This study contributes to the services management literature by demonstrating how organizational error management culture impacts employee turnover intentions. Journal: The Service Industries Journal Pages: 124-141 Issue: 3-4 Volume: 36 Year: 2016 Month: 2 X-DOI: 10.1080/02642069.2016.1158253 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1158253 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:3-4:p:124-141 Template-Type: ReDIF-Article 1.0 Author-Name: Pham Ngoc Thuy Author-X-Name-First: Pham Ngoc Author-X-Name-Last: Thuy Author-Name: Le Nguyen Hau Author-X-Name-First: Le Nguyen Author-X-Name-Last: Hau Author-Name: Felicitas Evangelista Author-X-Name-First: Felicitas Author-X-Name-Last: Evangelista Title: Service value and switching barriers: a personal values perspective Abstract: This research aims to investigate how customers, the key actors in a service relationship, perceive service value and switching barriers. The study is framed along the means-end-chain theory of personal values and theory of customer resources in the service-dominant logic. Hypotheses about the impact of personal values on customer value, switching barriers and customer loyalty were tested using structural equation modeling of survey data obtained from the health care and retail banking sectors in Vietnam. The results show that in both sectors, personal values have a significant impact on perceived process and outcome value as well as on perceived economic and relational switching barriers. Economic barriers were found to affect loyalty in the banking sector, in the same way that relational barriers affect loyalty in the health-care sector only. Loyalty in both sectors is influenced by process but not by outcome value. The implications of these findings are discussed. Journal: The Service Industries Journal Pages: 142-162 Issue: 3-4 Volume: 36 Year: 2016 Month: 2 X-DOI: 10.1080/02642069.2016.1158252 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1158252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:3-4:p:142-162 Template-Type: ReDIF-Article 1.0 Author-Name: Tale Skjølsvik Author-X-Name-First: Tale Author-X-Name-Last: Skjølsvik Title: Business-to-business professional service relationships under multiple logics Abstract: Trends toward service standardization and formalization appear to be contradicting rather than supporting service-dominant logic. Few studies have tried to understand how organizations deal with these contradictions. This paper explores the presence of contradicting logics in business-to-business professional service relationships. Based on 78 interviews with buyers and sellers, the study shows that the nature of the relationship is defined by the need to balance the contradicting logics at both the individual and firm levels. While individual relationships have traditionally been intimate, more instant relationships and knowledge of context is replacing intimacy under increased formalization and goods-dominant logic to ensure co-production. At the firm level, parallel rather than single relationships are used under a more formalized and goods-dominant logic. These findings add to existing knowledge about the integration of service- and goods-dominant logics and suggest that a revised conceptualization of client--professional relationships is needed. Journal: The Service Industries Journal Pages: 163-182 Issue: 5-6 Volume: 36 Year: 2016 Month: 4 X-DOI: 10.1080/02642069.2016.1165670 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1165670 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:5-6:p:163-182 Template-Type: ReDIF-Article 1.0 Author-Name: Kendra Fowler Author-X-Name-First: Kendra Author-X-Name-Last: Fowler Title: Exploring the use of managerial intuition in retail site selection Abstract: Although many researchers have noted the widespread adoption of managerial intuition in choosing retail sites, few empirical studies consider the construct and those that do tend to examine it in isolation. Here, intuition is investigated in conjunction with the more quantitative variables typically used to model site selection and it is found to make a significant contribution to the choice process. Data collected from 253 individuals responsible for leasing/real estate decisions in the U.S. retail sector were analyzed. Findings confirm the widespread use of intuition in making site selection decisions, but further indicate that decision-makers may not be fully attuned to their decision making process. Counter to prior research, the use of intuition in this study does not differ based on the size of the retailer or the experience level of the decision-maker. The theoretical and managerial implications of these findings are discussed and ideas for future research are explicated. Journal: The Service Industries Journal Pages: 183-199 Issue: 5-6 Volume: 36 Year: 2016 Month: 4 X-DOI: 10.1080/02642069.2016.1165672 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1165672 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:5-6:p:183-199 Template-Type: ReDIF-Article 1.0 Author-Name: Heeyong Noh Author-X-Name-First: Heeyong Author-X-Name-Last: Noh Author-Name: Youngkeun Song Author-X-Name-First: Youngkeun Author-X-Name-Last: Song Author-Name: Ae-Soon Park Author-X-Name-First: Ae-Soon Author-X-Name-Last: Park Author-Name: Byungun Yoon Author-X-Name-First: Byungun Author-X-Name-Last: Yoon Author-Name: Sungjoo Lee Author-X-Name-First: Sungjoo Author-X-Name-Last: Lee Title: Development of new technology-based services Abstract: In an environment where customers can hardly describe new technology-based services (TBSs) of the future and technological engineers are unlikely to understand how a new technology can work for new services, a guideline to generate ideas for TBS can be utilized to achieve successful service innovation. Thus, this paper aims to develop an ideation framework for TBS. Two methods -- the technology tree and the function analysis systems technique -- are employed to identify core utilities expected from a new technology. Then a new method, the service encounter value matrix, which is based on morphology analysis and is used for generating potential service ideas, is suggested. Finally, these ideas are evaluated, and only those that are of a high priority according to customers’ expectations of future society are selected. In this study, the framework is applied to telecommunication technology, which is timely and useful for designing future services. Journal: The Service Industries Journal Pages: 200-222 Issue: 5-6 Volume: 36 Year: 2016 Month: 4 X-DOI: 10.1080/02642069.2016.1165673 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1165673 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:5-6:p:200-222 Template-Type: ReDIF-Article 1.0 Author-Name: Harjit Sekhon Author-X-Name-First: Harjit Author-X-Name-Last: Sekhon Author-Name: Andrews Agya Yalley Author-X-Name-First: Andrews Agya Author-X-Name-Last: Yalley Author-Name: Sanjit Kumar Roy Author-X-Name-First: Sanjit Kumar Author-X-Name-Last: Roy Author-Name: Gurvinder Singh Shergill Author-X-Name-First: Gurvinder Singh Author-X-Name-Last: Shergill Title: A cross-country study of service productivity Abstract: This study empirically examines service productivity and complements prior studies by framing service productivity as consisting of a number of key constituents. Adopting a bottom-up approach we present an integrative model proposing that resource commitment is the core from which employee readiness and customer readiness flow. These inform service productivity, which, in turn, informs job security. Our empirical examination reveals that service productivity has an impact on perceptions of job security, while resource commitment has the greatest impact on both employee readiness and customer readiness. In developing our integrative model we provide a framework that other researchers can apply, particularly where the service is highly intangible or in the public sector where service providers are being increasingly challenged to demonstrate value for money. Journal: The Service Industries Journal Pages: 223-238 Issue: 5-6 Volume: 36 Year: 2016 Month: 4 X-DOI: 10.1080/02642069.2016.1165671 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1165671 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:5-6:p:223-238 Template-Type: ReDIF-Article 1.0 Author-Name: Sanjit Kumar Roy Author-X-Name-First: Sanjit Kumar Author-X-Name-Last: Roy Author-Name: Walfried M. Lassar Author-X-Name-First: Walfried M. Author-X-Name-Last: Lassar Author-Name: Vaibhav Shekhar Author-X-Name-First: Vaibhav Author-X-Name-Last: Shekhar Title: Convenience and satisfaction: mediation of fairness and quality Abstract: This study investigates the role of service fairness and service quality in the relationship between service convenience types (decision, access, transaction, benefit and post-benefit) and customer satisfaction. Results show that service convenience has a significant positive impact on service fairness. Both service fairness and service quality mediate the relationship between service convenience and customer satisfaction. This study provides useful insights to both researchers and practitioners on the role of service convenience in improving service fairness, service quality and customer satisfaction. Findings of this study contribute to the literature by empirically investigating the impact of service convenience types on service fairness, service quality and customer satisfaction; and by examining the mediating role of service fairness and service quality between convenience types and customer satisfaction. Journal: The Service Industries Journal Pages: 239-260 Issue: 5-6 Volume: 36 Year: 2016 Month: 4 X-DOI: 10.1080/02642069.2016.1186657 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1186657 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:5-6:p:239-260 Template-Type: ReDIF-Article 1.0 Author-Name: Tugba Orten Tugrul Author-X-Name-First: Tugba Orten Author-X-Name-Last: Tugrul Author-Name: Eun-Mi Lee Author-X-Name-First: Eun-Mi Author-X-Name-Last: Lee Title: Promoting charitable donation campaigns on social media Abstract: It is salient to investigate how to increase persuasiveness of donation campaign messages communicated on social media. The purpose of this paper is to propose that a construal fit between different message frames (loss/gain framing and desirability/feasibility framing) and donation temporal proximity enhances the persuasiveness of charity donation messages. A convenience sample of 120 adults in Izmir voluntarily participated in this study and participants were randomly assigned to one of four experimental conditions. This research shows that gain-framed donation-promoting messages paired with desirability-framed messages are more effective on distant-future donation intentions, whereas loss-framed messages paired with feasibility-framed messages are more effective on near-future donation intentions. The findings of this paper are to figure out ways to enable marketers to develop effective Corporate Social Responsibility strategies for telecommunication service companies to encourage consumers’ charitable donations in a social media context. Journal: The Service Industries Journal Pages: 149-163 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1380190 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1380190 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:149-163 Template-Type: ReDIF-Article 1.0 Author-Name: Aili Liu Author-X-Name-First: Aili Author-X-Name-Last: Liu Author-Name: Xuan Lorna Wang Author-X-Name-First: Xuan Lorna Author-X-Name-Last: Wang Author-Name: Fucheng Liu Author-X-Name-First: Fucheng Author-X-Name-Last: Liu Author-Name: Changhong Yao Author-X-Name-First: Changhong Author-X-Name-Last: Yao Author-Name: Zhiyong Deng Author-X-Name-First: Zhiyong Author-X-Name-Last: Deng Title: Soundscape and its influence on tourist satisfaction Abstract: The soundscape is a relatively neglected area of study in tourism and to a wider extent the service industries research. This paper examines the relationship between soundscape and tourist satisfaction from a tourist sensory experience perspective. Data were collected in a UNESCO world heritage site in China, which is well known for its unique soundscape. The structural equation model analysis shows that there is a significant correlation between soundscape satisfaction and tourist satisfaction. The analysis of the findings also suggests that sound preference has almost no influence on soundscape satisfaction and tourist satisfaction, while soundscape expectation has a strong influence on tourist satisfaction. This study extends tourism multisensory research by offering insights into the relationship between the soundscape perceptions and tourist satisfaction. The findings also make progressive contribution to destination management studies by validating the relationship between the soundscape and its effects on tourist satisfaction. Journal: The Service Industries Journal Pages: 164-181 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1382479 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1382479 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:164-181 Template-Type: ReDIF-Article 1.0 Author-Name: Sidney T. Anderson Author-X-Name-First: Sidney T. Author-X-Name-Last: Anderson Author-Name: J. S. Smith Author-X-Name-First: J. S. Author-X-Name-Last: Smith Title: Understanding hospital quality: the case of cumulative and balanced quality Abstract: A more precise way to conceptualize and operationalize hospital quality is needed to increase hospitals’ productivity. This paper investigates how hospitals’ conformance quality (CQ) and experiential quality (EQ), in terms of their combined magnitude (i.e. their interaction) and relative balance (i.e. the absolute difference between them) impact hospital productivity. First, we explore the impact of both the ‘combined dimension of quality’ and ‘balance dimension of quality’ on hospital productivity. Second, we investigate quality dominance to analyze its impact on productivity when CQ is greater than EQ, and vice versa. Secondary data (January 2015 to December 2015) were collected from the Centers for Medicare and Medicaid Services and American Hospital Directory (AHD) for US acute care hospitals. The results provide strong empirical support for the benefit of minimizing the gap between the two types of quality. In addition, the results suggest that considering quality dominance (experiential vs. conformance) might be useful in shedding light on the inherent tension that exists when firms are forced to allocate resources to provide different types of quality simultaneously. Journal: The Service Industries Journal Pages: 182-200 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1387247 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1387247 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:182-200 Template-Type: ReDIF-Article 1.0 Author-Name: Belal Shneikat Author-X-Name-First: Belal Author-X-Name-Last: Shneikat Author-Name: Chris Ryan Author-X-Name-First: Chris Author-X-Name-Last: Ryan Title: Syrian Refugees and their re-entry to ‘normality’: the role of service industries Abstract: The paper analyzes data derived from an exploratory study based on interviews with 26 Syrian Refugees, indicating how they used past experiences and qualifications to obtain employment in the UK and Germany. The paper also describes in outline a chronology of escape, reaching Europe, traveling through Europe, and finally accessing a new ‘normality’ through obtaining employment in the service industries or continuing past study. Their stories are used to further theoretical components of resilience and associated concepts of adaptability and overcoming vulnerability. Reference is made to the structure of resilience and the role of social networks made more accessible via the use of smartphones and social media. Journal: The Service Industries Journal Pages: 201-227 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1387539 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1387539 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:201-227 Template-Type: ReDIF-Article 1.0 Author-Name: Li-Fei Chen Author-X-Name-First: Li-Fei Author-X-Name-Last: Chen Author-Name: Szu-Chi Chen Author-X-Name-First: Szu-Chi Author-X-Name-Last: Chen Author-Name: Chao-Ton Su Author-X-Name-First: Chao-Ton Author-X-Name-Last: Su Title: An innovative service quality evaluation and improvement model Abstract: Importance-performance analysis (IPA) is a popular approach used by firms to focus resources on crucial attributes, reduce expenditure on non-critical ones and develop improvement and innovation strategies accordingly. However, IPA develops quality improvement plans based on inaccurate assumptions about the independence between importance and performance and lacks clear measurement standards, which may lead to inappropriate recommendations. IPA also does not account for desired versus adequate service. Therefore, this study proposes an innovative framework that integrates the advantages of IPA, the zone of tolerance concept, and Kano’s model. A case study conducted in a wealth management department in the banking industry demonstrates the effectiveness of the proposed methodology. The results indicate that the proposed approach recommends optimal service strategies to managers and outperforms traditional IPA. Journal: The Service Industries Journal Pages: 228-249 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1389907 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1389907 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:228-249 Template-Type: ReDIF-Article 1.0 Author-Name: Hamish Simmonds Author-X-Name-First: Hamish Author-X-Name-Last: Simmonds Author-Name: Aaron Gazley Author-X-Name-First: Aaron Author-X-Name-Last: Gazley Author-Name: Kate Daellenbach Author-X-Name-First: Kate Author-X-Name-Last: Daellenbach Title: Theorising change and stability in service ecosystems: a morphogenetic approach Abstract: Service scholars are recognising the complex, adapting, and dynamic nature of value creating service systems. There remains an opportunity to explore the dynamic properties of these multilevel systems and build explanations of how these complex systems change and stabilise providing the context for value creation. This paper builds on the continuing work and use of sociological theory in these efforts and argues for an alternative meta-theoretical approach and accompanying framework. Together this contribution provides a basis for building midrange theory to address the stabilising (morphostatic) and change inducing (morphogenetic) mechanisms in service ecosystems. Journal: The Service Industries Journal Pages: 250-263 Issue: 3-4 Volume: 38 Year: 2018 Month: 3 X-DOI: 10.1080/02642069.2017.1389908 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1389908 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:3-4:p:250-263 Template-Type: ReDIF-Article 1.0 Author-Name: Setareh Katircioglu Author-X-Name-First: Setareh Author-X-Name-Last: Katircioglu Author-Name: Salih Katircioğlu Author-X-Name-First: Salih Author-X-Name-Last: Katircioğlu Author-Name: Mehmet Altinay Author-X-Name-First: Mehmet Author-X-Name-Last: Altinay Title: Interactions between tourism and financial sector development: evidence from Turkey Abstract: This article aims to examine the interactions between tourism growth and financial development in Turkey, which is a top tourist destination and has developed a well-functioning financial system over the last decade. The results confirm a long-term association between tourism development and financial development; foreign direct investments and foreign trade also impact this interaction. According to the results, tourism expansion in Turkey is mainly influenced by financial markets. The results also reveal that in Turkey, changes in tourism volume precede changes in financial volume. Thus, the major finding of this study is that tourism development and financial development in Turkey have a long-term and reinforcing interaction. Journal: The Service Industries Journal Pages: 519-542 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2017.1406479 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1406479 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:519-542 Template-Type: ReDIF-Article 1.0 Author-Name: Ivan-Damir Anić Author-X-Name-First: Ivan-Damir Author-X-Name-Last: Anić Author-Name: Mirela Mihić Author-X-Name-First: Mirela Author-X-Name-Last: Mihić Author-Name: Ivana Kursan Milaković Author-X-Name-First: Ivana Author-X-Name-Last: Kursan Milaković Title: Antecedents and outcomes of fashion innovativeness in retailing Abstract: Challenging market conditions force the fashion industry to find new ways of introducing new products, adjusting and stimulating unplanned purchases within fashion stores. Fashion innovativeness and visual merchandising play a key role in this challenge. This study examines how fashion innovativeness is related to motivational factors for shopping and actual unplanned purchases in fashion retailing. It also investigates the moderating effect of visual merchandising on the relationship between fashion innovativeness and unplanned purchases. The data, obtained through a consumer survey, were analysed using factor analyses and structural equation modelling. The results show that fashion innovativeness is positively affected by sexual attraction, shopping for recreation, recognition enhancement, and aesthetic expression, and positively influences unplanned purchases. The link between fashion innovativeness and unplanned purchases is moderated by visual merchandising. This study also provides recommendations for retailers on increasing unplanned purchases in their stores using the concept of fashion innovativeness. Journal: The Service Industries Journal Pages: 543-560 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2017.1408799 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1408799 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:543-560 Template-Type: ReDIF-Article 1.0 Author-Name: Ayham A. M. Jaaron Author-X-Name-First: Ayham A. M. Author-X-Name-Last: Jaaron Author-Name: Chris J. Backhouse Author-X-Name-First: Chris J. Author-X-Name-Last: Backhouse Title: Operationalisation of service innovation: a systems thinking approach Abstract: This paper initialises an effort to explore the impact of an innovative systems thinking approach for service operations design on creating innovation. A qualitative exploratory case study approach in two of the UK’s service sector departments was conducted, using face-to-face semi-structured interviews, focus groups, and extractions from both observations and documents. The results identify that operationalising service innovation is positively linked with applying the Vanguard Method for service operations design. Twelve micro-determinants for service innovation operationalisation have been identified that reside at three different levels in the service organisation, namely employees level (i.e. Micro), the functional level (i.e. Meso), and corporate level (i.e. Macro). The value of this paper is the introduction of a step-by-step guidance on how to build service operations design to operationalise service innovation, the paper also theorises service innovation with systems thinking methodology that emphasises holistic, multi-disciplinary, and integrative characteristics of the service system. Journal: The Service Industries Journal Pages: 561-583 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2017.1411480 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1411480 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:561-583 Template-Type: ReDIF-Article 1.0 Author-Name: Laee Choi Author-X-Name-First: Laee Author-X-Name-Last: Choi Author-Name: Sherry L. Lotz Author-X-Name-First: Sherry L. Author-X-Name-Last: Lotz Title: Exploring antecedents of customer citizenship behaviors in services Abstract: Social exchange theory explains how a party in social interaction provides the other party with reciprocal rewards. Applying this concept to the customer context, this study empirically investigates determinants of customer citizenship behaviors (CCBs) in services. For the generalizability of the study across various service providers, the data were collected based on Bowen’s (1990) classifications of services. With a total of 665 usable customer responses, structural equation modeling was adapted to test the theoretical research model. This study reveals that customers’ perceived support and justice from the service provider positively influence affective commitment toward the organization, resulting in CCBs. The results show that customers’ perception of organizational support has the partial mediation effect between customers’ perception of organizational justice and their affective commitment. Furthermore, customers’ affective commitment partially mediates the relationship between customers’ perceived organizational justice and CCBs, but fully mediates the effect of customers’ perceived organizational support on CCBs. Journal: The Service Industries Journal Pages: 607-628 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2017.1414194 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1414194 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:607-628 Template-Type: ReDIF-Article 1.0 Author-Name: A. Mohammed Abubakar Author-X-Name-First: A. Mohammed Author-X-Name-Last: Abubakar Author-Name: Huda Abdullah Megeirhi Author-X-Name-First: Huda Abdullah Author-X-Name-Last: Megeirhi Author-Name: Belal Shneikat Author-X-Name-First: Belal Author-X-Name-Last: Shneikat Title: Tolerance for workplace incivility, employee cynicism and job search behavior Abstract: Workplace incivility is a source of predominant stress in organizations, and a vital cause for job search behavior (JSB). Drawing upon conservation resource theory, this paper examines the relationship between tolerance for workplace incivility (TWI), JSB and cynicism among employed individuals. Utilizing data obtain from n = 331 hotel employees in Jordan, a structural equation modeling was applied. The data revealed that (1) TWI has a positive impact on JSB; (2) that cynicism has a positive impact on JSB and (3) and that cynicism does not moderate the relationship between TWI and JSB. Theoretical and practical implications are discussed. Journal: The Service Industries Journal Pages: 629-643 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2017.1420171 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1420171 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:629-643 Template-Type: ReDIF-Article 1.0 Author-Name: Unji Baek Author-X-Name-First: Unji Author-X-Name-Last: Baek Author-Name: Hossein Olya Author-X-Name-First: Hossein Author-X-Name-Last: Olya Author-Name: Seul Ki Lee Author-X-Name-First: Seul Ki Author-X-Name-Last: Lee Title: Effects of individual resources and team-member exchange on service quality Abstract: While workplace resources are generally viewed as positively affecting performance, some studies indicate that not all resources increase performance. This study addresses the controversial disparate effects of workplace resources on performance by exploring functionally classified workplace resources in self-managing service teams and their relative impacts on team service quality. Considering membership dynamics and consequences between members, a field experiment was conducted in a cafeteria, with data collected through a working diary for workplace resources and a customer survey to evaluate service quality. Results suggest that efficacy-resources in self-managing teams should be controlled with caution as they may adversely affect team service quality. Supporting the person–situation interactionism perspective, workplace resources interact dynamically with individual employees and with situations. Esteem-resources were found to increase team service quality, while team-member exchange not only improved team service quality but also moderated the impact of esteem-resources on team service quality. Journal: The Service Industries Journal Pages: 584-606 Issue: 9-10 Volume: 38 Year: 2018 Month: 7 X-DOI: 10.1080/02642069.2018.1426751 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1426751 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:584-606 Template-Type: ReDIF-Article 1.0 Author-Name: Lingqiang Zhou Author-X-Name-First: Lingqiang Author-X-Name-Last: Zhou Author-Name: Jibin Yu Author-X-Name-First: Jibin Author-X-Name-Last: Yu Author-Name: Mao-Ying Wu Author-X-Name-First: Mao-Ying Author-X-Name-Last: Wu Author-Name: Geoffrey Wall Author-X-Name-First: Geoffrey Author-X-Name-Last: Wall Author-Name: Philip L. Pearce Author-X-Name-First: Philip L. Author-X-Name-Last: Pearce Title: Seniors’ seasonal movements for health enhancement Abstract: Seasonal migration is an emerging trend among seniors in China. In comparison with the lifestyle-oriented migrations of seniors in much of the western world, Chinese seniors often travel with a focus on improving their health and longevity. Adapting the concept of a therapeutic landscape, the changes experienced by seniors with health problems who visit Bama County, a remote area in southwest China well-known for the longevity of its residents, are explored through personal observation and in-depth interviews. All seniors reported improvements, to different degrees, in their physical, mental and social health. These positive transformations were attributed to the therapeutic physical, social and symbolic landscapes of Bama, as well as to the seniors’ proactive actions and their positive mindset. Implications are offered to the service industry, especially the broad tourism and hospitality industry, that is interested in attracting and catering to the aging Chinese population. Journal: The Service Industries Journal Pages: 27-47 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1365139 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1365139 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:27-47 Template-Type: ReDIF-Article 1.0 Author-Name: Ranvir S. Rai Author-X-Name-First: Ranvir S. Author-X-Name-Last: Rai Title: Facilitating transformative change in medication adherence practices Abstract: This article explores how healthcare consumer collectives integrate self-service technology as part of their everyday lives on a long-term basis. Combining previously published research with data collected from field observations, in-depth interviews and focus groups, the author uncovers distinct adoption styles and then links these to well-being in a chronic healthcare context. Importantly, findings from the research suggest that successful long-term adoption of new technology depends not only on improving a targeted practice (medicating patients in this case), but also other affected everyday practices in the lives of consumers. By drawing on insights from the literature of service-dominant logic and practice theory, the author identifies ‘value-in-context’ and ‘lifestyle fit’ that underlie resource integration in medication adherence. Four adoption styles were uncovered, in which two in particular, ‘door opener’ and ‘transformative change,’ should be emphasized by healthcare managers and developers as they tend to be associated with higher well-being. Journal: The Service Industries Journal Pages: 48-66 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1369967 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1369967 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:48-66 Template-Type: ReDIF-Article 1.0 Author-Name: Yu Mu Author-X-Name-First: Yu Author-X-Name-Last: Mu Author-Name: Bart Bossink Author-X-Name-First: Bart Author-X-Name-Last: Bossink Author-Name: Tsvi Vinig Author-X-Name-First: Tsvi Author-X-Name-Last: Vinig Title: Employee involvement in ideation and healthcare service innovation quality Abstract: This study hypothesizes and empirically tests the influence of involvement of (1) frontline employees and (2) top managers in ideation process on healthcare service innovation quality. Based on data from 168 service innovation projects in Dutch healthcare organizations, the empirical results indicate that frontline employee involvement and top management involvement in, respectively, idea generation and idea application both improve the quality of healthcare service innovation. We find that the positive effect of frontline employee involvement is stronger under the condition of higher service innovativeness. In the direct relationship of top management involvement and healthcare service innovation quality, our data do not show such a moderating effect. The key and general managerial implication of the findings is that healthcare organizations are inspired to involve frontline employees in the idea generation processes and involve top managers in the idea application processes of service innovation projects, in order to improve innovation quality. Journal: The Service Industries Journal Pages: 67-86 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1374374 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1374374 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:67-86 Template-Type: ReDIF-Article 1.0 Author-Name: Philipp Klaus Author-X-Name-First: Philipp Author-X-Name-Last: Klaus Title: Luxury patient experience (LPX): review, conceptualization, and future research directions Abstract: The article offers a much-needed definition and conceptualization of the luxury patient experience (LPX) through applying customer experience (CX) theory to the patient experience (PX). The author highlights the important differences between the luxury patient, regular patient, and/or patient on the bottom of the service pyramid. The article proposes the implications these differences have for successfully managing the luxury patient experience. Based upon an investigation of prior customer experience and patient experience research, the article submits a definition of both, patient experience and luxury patient experience. The luxury patient experience conceptualization will influence service providers and their experience design and implementation practices. The article outlines fruitful avenues for future research in the patient luxury experience domain by proposing a shift from healthcare to wealthcare. Journal: The Service Industries Journal Pages: 87-98 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1377190 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1377190 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:87-98 Template-Type: ReDIF-Article 1.0 Author-Name: Courtney Suess Author-X-Name-First: Courtney Author-X-Name-Last: Suess Author-Name: Makarand Mody Author-X-Name-First: Makarand Author-X-Name-Last: Mody Title: The influence of hospitable design and service on patient responses Abstract: A study of 216 respondents examined a medical center environment’s influence on patient responses. A stimulus–organism–response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients’ overall satisfaction with healthcare experience, loyalty intentions, and willingness to pay out-of-pocket expenses for healthcare services. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that the four servicescape elements – had a significant impact on patients’ overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients’ loyalty intentions and willingness to pay out-of-pocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients’ behavioral responses to hospitable healthcare environments. Journal: The Service Industries Journal Pages: 127-147 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1385773 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1385773 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:127-147 Template-Type: ReDIF-Article 1.0 Author-Name: Dahlia El-Manstrly Author-X-Name-First: Dahlia Author-X-Name-Last: El-Manstrly Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Title: Encouraging male participation in cancer resource centers Abstract: This research investigates reasons why male cancer patients may refrain from patronizing cancer resource centers. By drawing upon a wide range of research from the social sciences and visual design literatures, the authors put forth original propositions that suggest how cancer resource center managers can manipulate a center's servicescape, or built environment, as well as its service offerings, website design, and printed communications to attract more male cancer patients. Despite the inherent challenges of discussing gender in cancer care and limitations to its generalizability in all settings, this research reveals that differences exist regarding the way men and women respond to cancer resource center marketing initiatives. Given the profound benefits that cancer resource centers often assume in a cancer patient's life, including a decreased mortality rate, we encourage service marketing and public health researchers, as well as cancer resource center directors, to consider the propositions put forth in this paper. Journal: The Service Industries Journal Pages: 114-126 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1402008 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1402008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:114-126 Template-Type: ReDIF-Article 1.0 Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Title: Hospitality, healthcare, and design Journal: The Service Industries Journal Pages: 1-3 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1402890 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1402890 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:1-3 Template-Type: ReDIF-Article 1.0 Author-Name: Sidney Anderson Author-X-Name-First: Sidney Author-X-Name-Last: Anderson Author-Name: Linda Nasr Author-X-Name-First: Linda Author-X-Name-Last: Nasr Author-Name: Steven W. Rayburn Author-X-Name-First: Steven W. Author-X-Name-Last: Rayburn Title: Transformative service research and service design: synergistic effects in healthcare Abstract: This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry. Journal: The Service Industries Journal Pages: 99-113 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1404579 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1404579 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:99-113 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Erratum Journal: The Service Industries Journal Pages: 148-148 Issue: 1-2 Volume: 38 Year: 2018 Month: 1 X-DOI: 10.1080/02642069.2017.1408935 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1408935 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:148-148 Template-Type: ReDIF-Article 1.0 Author-Name: Huseyin Araslı Author-X-Name-First: Huseyin Author-X-Name-Last: Araslı Author-Name: Hasan Evrim Arıcı Author-X-Name-First: Hasan Evrim Author-X-Name-Last: Arıcı Title: The art of retaining seasonal employees: three industry-specific leadership styles Abstract: The majority of leadership studies have centered on various leadership approaches, but there is limited research that has focused on seasonal employee leadership (SEL) in the hospitality literature. Hence, there is a need to develop a new leadership model which could help to understand how to retain seasonal employees in the hospitality industry. This study divided seasonal employees into three types by using semi-structured interviews and document analysis. These are suspended employees (Type-A), seasonal trainee (Type-B), and spoon-feeding employees (Type-C). Three different leadership styles were developed according to each type of seasonal employees; suspending leadership for type A, mentor leadership for type B, and spoon-feeding leadership for type C. The study makes an important contribution to the leadership literature by aligning employee types with different leadership styles in the hospitality industry. Journal: The Service Industries Journal Pages: 175-205 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1478412 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1478412 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:175-205 Template-Type: ReDIF-Article 1.0 Author-Name: Demet Bagiran Ozseker Author-X-Name-First: Demet Author-X-Name-Last: Bagiran Ozseker Title: Towards a model of destination innovation process: an integrative review Abstract: The goal of the present paper is to integrate five types of literature related to the innovation process (i.e. cluster theory, innovation systems, network relations, knowledge management, and innovation types) and apply them to the local tourism destination to build a destination innovation process model with macro and micro perspectives. The suggested models intend to broaden the thinking on destination innovation process for tourism-related agents at the local and national level. The paper undertakes a careful review of the relevant literature before creating the conceptual models. The paper’s novelty and uniqueness lies in suggesting a new conceptual model of addressing how innovation competence of tourism destinations can be developed, and offering insight for tourism-related agents at the local and national level into how to effectively create and manage innovations. Future research should undertake empirical studies to test the integrated models presented in this conceptual paper. Journal: The Service Industries Journal Pages: 206-228 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1491970 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1491970 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:206-228 Template-Type: ReDIF-Article 1.0 Author-Name: Myungho Lee Author-X-Name-First: Myungho Author-X-Name-Last: Lee Author-Name: Mincheol Kang Author-X-Name-First: Mincheol Author-X-Name-Last: Kang Author-Name: Juyoung Kang Author-X-Name-First: Juyoung Author-X-Name-Last: Kang Title: Cultural influences on B2B service quality-satisfaction-loyalty Abstract: The link between service quality, customer satisfaction, and customer loyalty has drawn the attention of both academic researchers and practitioners. They are also focusing on the effect of cultural differences on customer attitudes and behaviour in the global service industry. This paper examines the relationships between service quality, customer satisfaction, and loyalty as well as the moderating effect of cultural differences on the above relationships in the industrial business-to-business (B2B) service sector. The paper presents an empirical study using datasets collected from 7652 industrial customers across 55 countries and uses structural equation modeling (SEM) to test the hypotheses. The application of Net Promoter Score (NPS) as a customer loyalty metric based on customer experience management (CEM) is studied in relation to customer satisfaction. The study results demonstrate the positive relationship of service quality, satisfaction, and loyalty. In terms of the effect of cultural differences, the study finds that cultural dimensions of uncertainty avoidance negatively moderate the relationship between service quality and satisfaction, while individualism positively moderates the relationship between service quality and satisfaction. However, cultural differences do not impact on the relationship between satisfaction and loyalty. Journal: The Service Industries Journal Pages: 229-249 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1495710 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1495710 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:229-249 Template-Type: ReDIF-Article 1.0 Author-Name: Collins Opoku Antwi Author-X-Name-First: Collins Opoku Author-X-Name-Last: Antwi Author-Name: Chong-jun Fan Author-X-Name-First: Chong-jun Author-X-Name-Last: Fan Author-Name: Michael Osei Aboagye Author-X-Name-First: Michael Osei Author-X-Name-Last: Aboagye Author-Name: Patrick Brobbey Author-X-Name-First: Patrick Author-X-Name-Last: Brobbey Author-Name: Yasin Jababu Author-X-Name-First: Yasin Author-X-Name-Last: Jababu Author-Name: Emmanuel Affum-Osei Author-X-Name-First: Emmanuel Author-X-Name-Last: Affum-Osei Author-Name: Philip Avornyo Author-X-Name-First: Philip Author-X-Name-Last: Avornyo Title: Job demand stressors and employees’ creativity: a within-person approach to dealing with hindrance and challenge stressors at the airport environment Abstract: Given the competitiveness of twenty-first-century airport landscape, catalyzed by airports’ evolution toward multi-service, and market-driven firms, a thorough investigation into employees’ creativity and its antecedents at the airport environment is warranted. Adopting the two-dimensional job demand stressors – outcome relationships framework and the cognitive-relational theory of stress, the current study interrogated the challenge (i.e. workload and time pressure)/ hindrance (i.e. role conflict and role ambiguity) stressors – creativity curvilinear relationships, and the buffering effects of within-person resources – dispositional mindfulness, and core self-evaluation. Using multi-sourced, cross-sectional data from employees in three airports in Ghana, the research findings showed creativity to have a U-shaped relationship with role ambiguity and role conflict, but with time pressure the relationship was an inverted U-shape. Employees’ workload showed a near-linear relationship with creativity, flattening at high levels of workload. Core self-evaluation displayed itself as an effective buffering component on role ambiguity – and time pressure – creativity relations but not role conflict and workload. Dispositional mindfulness interacted with role ambiguity, role conflict and time pressure – creativity relations, but not workload. To optimize employees’ creative performance, the study findings make a strong case for attending to individual-level factors necessary for stressors management. Further implications and recommendations are discussed. Journal: The Service Industries Journal Pages: 250-278 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1520220 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1520220 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:250-278 Template-Type: ReDIF-Article 1.0 Author-Name: Olusegun A. Olugbade Author-X-Name-First: Olusegun A. Author-X-Name-Last: Olugbade Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Title: Stressors, work engagement and their effects on hotel employee outcomes Abstract: Our study aims to revisit the challenge-hindrance stressor framework among customer-contact employees. Specifically, our study links challenge and hindrance stressors to four critical employee outcomes via work engagement (WE). These outcomes are quitting intentions, service recovery performance, creative performance, and job performance. Data came from hotel employees in customer-contact positions in three waves and their direct supervisors in Nigeria. As hypothesised, WE fosters service recovery, creative, and job performances, while it mitigates quitting intentions. Inconsistent with our predictions, hindrance stressors boost WE and challenge stressors exert detrimental effects on WE. Although WE links challenge and hindrance stressors to the aforementioned outcomes, the signs of the mediating effects are not congruent with what is hypothesised in the study. These unexpected findings agree with Bakker and Sanz-Vergel’s [2013] proposition that categorisation of job demands as challenge or hindrance stressors may not always be straightforward. Journal: The Service Industries Journal Pages: 279-298 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1520842 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1520842 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:279-298 Template-Type: ReDIF-Article 1.0 Author-Name: Rajesh Ittamalla Author-X-Name-First: Rajesh Author-X-Name-Last: Ittamalla Author-Name: Daruri Venkata Srinivas Kumar Author-X-Name-First: Daruri Venkata Author-X-Name-Last: Srinivas Kumar Title: The impact of social cues on passengers’ travel experience Abstract: Despite the importance of social cues in service experience environments, little is known about the role of other customer perceptions (OCP) in the formation of passengers’ travel experience (PTE) and loyalty in public transportation. This study examines the impact of OCP on PTE and loyalty in public transportation and also investigates the moderating role of face-consciousness between OCP and PTE. Results revealed that all three dimensions of OCP have a positive effect on PTE, which consequently influences loyalty. More importantly, face-consciousness moderated the relationship between suitable behavior and PTE. Transport managers can benefit from these findings by considering the social environment as they design their services. Journal: The Service Industries Journal Pages: 299-318 Issue: 3-4 Volume: 39 Year: 2019 Month: 3 X-DOI: 10.1080/02642069.2018.1521389 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1521389 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:299-318 Template-Type: ReDIF-Article 1.0 Author-Name: Jian He Yeh Author-X-Name-First: Jian He Author-X-Name-Last: Yeh Author-Name: Stephen W. Wang Author-X-Name-First: Stephen W. Author-X-Name-Last: Wang Author-Name: Maxwell K. Hsu Author-X-Name-First: Maxwell K. Author-X-Name-Last: Hsu Author-Name: Scott Swanson Author-X-Name-First: Scott Author-X-Name-Last: Swanson Title: Key account relationship management: the moderating effects of relationship duration and transaction volume Abstract: This study investigates the impact of three relational benefits (i.e. financial benefits, human interaction benefits, preferential treatment benefits) on switching barriers, customer satisfaction, and behavioral loyalty for key accounts in the context of the air express delivery industry in Taiwan. Empirical results indicate that relational benefits impact switching barriers, switching barriers influence customer satisfaction and loyalty, and customer satisfaction effects loyalty. Findings also confirm most of the hypothesized moderating effects for relationship duration and transactional volume on the relationship between relational benefits and switching barriers. Specifically, long-term key accounts place greater emphasis on the human interaction and preferential treatment benefits. Key accounts that have less established relationships based on the length of business relationship place more importance on financial benefits. Financial benefits were found to have a positive influence on switching barriers only for low annual transactional volume clients, while both human interaction benefits and preferential treatment benefits have positive effects for both low and high transactional volume key accounts. Journal: The Service Industries Journal Pages: 379-401 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1393524 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1393524 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:379-401 Template-Type: ReDIF-Article 1.0 Author-Name: Yung-Shen Yen Author-X-Name-First: Yung-Shen Author-X-Name-Last: Yen Title: Route factors influencing trust and attitude toward TV shopping Abstract: Television (TV) shopping has notably changed the way people shop today. Due to the high uncertainty and risk associated with TV shopping transactions, trust is crucial to facilitating the adoption of TV shopping. Drawing upon the elaboration likelihood model (ELM), this study examined the effect of route factors on trust and attitude toward TV shopping. While media richness, host interaction, and price fairness act as central cues, ease of payment acts as a peripheral cue. This study employed structural equation modeling, and the sample consisted of 460 TV home shoppers in Taiwan. The results indicated that trust and attitude develop through a dual route that includes a central route and peripheral route. Trust is an important mediator influencing the relationship between route factors and attitude. Moreover, user experience moderates the relationships in the model. Therefore, this study advanced the previous knowledge of the ELM in the context of TV shopping. Journal: The Service Industries Journal Pages: 402-430 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1393525 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1393525 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:402-430 Template-Type: ReDIF-Article 1.0 Author-Name: Abednego Feehi Okoe Author-X-Name-First: Abednego Feehi Author-X-Name-Last: Okoe Author-Name: Henry Boateng Author-X-Name-First: Henry Author-X-Name-Last: Boateng Author-Name: Bedman Narteh Author-X-Name-First: Bedman Author-X-Name-Last: Narteh Author-Name: Robert Owusu Boakye Author-X-Name-First: Robert Owusu Author-X-Name-Last: Boakye Title: Examining human resource practice outcomes and service innovation Abstract: This study sought to examine the relationship between human resource practice outcomes and service innovation. It also examines the moderating role of knowledge sharing in the relationship between workplace friendship and service innovation, as well as the mediating role of knowledge sharing in the relationship between job satisfaction and service innovation. The study employed survey research design. The respondents were selected from across the service industry in Ghana using convenience sampling technique. Items measuring the constructs were adapted from extant literature. Confirmatory factor analysis was performed to ascertain the validity of the measurement model. Hierarchical regression was used to analyse the data. The results show that knowledge sharing, job satisfaction, workplace friendship, and employee commitment predict service innovation. However, the interaction of workplace friendship and knowledge sharing has no effect on service innovation. Similarly, the moderation of employee commitment and job satisfaction did not make any contribution to service innovation. The findings imply that service firms must create a friendly working environment, ensuring that employees are satisfied in order to promote service innovation. It also implies that service firms must promote social activities that encourage knowledge sharing, but these social activities must relate to employees’ job. Journal: The Service Industries Journal Pages: 431-445 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1397636 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1397636 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:431-445 Template-Type: ReDIF-Article 1.0 Author-Name: Zapan Barua Author-X-Name-First: Zapan Author-X-Name-Last: Barua Author-Name: Wang Aimin Author-X-Name-First: Wang Author-X-Name-Last: Aimin Author-Name: Xu Hongyi Author-X-Name-First: Xu Author-X-Name-Last: Hongyi Title: A perceived reliability-based customer satisfaction model in self-service technology Abstract: Technical reliability of self-service technologies (SSTs) has been found to be a strong determinant of satisfaction with tech-enabled services. Yet, the interpretation of the factors affecting reliability and its subsequent influences on customer satisfaction (CS) with SSTs is inadequate. The purpose of this investigation has, therefore, been to demarcate a model to fulfill the gap with an empirical examination, and accordingly a model was developed and tested by applying a global structural equation model. The model results of banking SST users specify how the reliability of SSTs is perceived by the users. The findings have reported that the best predictor of perceived reliability (PRe) is perceived security followed by perceived control. Surprisingly, no significant impact of perceived ease of use was found on PRe. The research also attempted to shed light on the influence of PRe on perceived risk, technology trust, and CS in the light of technology-enabled self-service. Journal: The Service Industries Journal Pages: 446-466 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1400533 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1400533 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:446-466 Template-Type: ReDIF-Article 1.0 Author-Name: Mert Gürlek Author-X-Name-First: Mert Author-X-Name-Last: Gürlek Author-Name: Muharrem Tuna Author-X-Name-First: Muharrem Author-X-Name-Last: Tuna Title: Reinforcing competitive advantage through green organizational culture and green innovation Abstract: The purpose of this paper is to reveal the relationships among green organizational culture, green innovation and competitive advantage. These relationships were assessed using structural equation modeling. Data were gathered from full-time hotel employees (N: 293) and managers (N: 192) in the Antalya region of Turkey. The results indicate that green organizational culture has a positive effect on green innovation and competitive advantage. Accordingly, green organizational culture is an important determinant for green innovation and competitive advantage. In addition, green innovation acted as a full mediator of the effects of green organizational culture on competitive advantage. Specifically, green organizational culture predicted green innovation, which in turn predicted competitive advantage. Finally, considering that causal studies on green innovation in the hotel industry are limited, this study may contribute to understanding how green innovation affects competitive advantage in the hotel industry. Journal: The Service Industries Journal Pages: 467-491 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1402889 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1402889 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:467-491 Template-Type: ReDIF-Article 1.0 Author-Name: Ziva Rozen-Bakher Author-X-Name-First: Ziva Author-X-Name-Last: Rozen-Bakher Title: Comparison of merger and acquisition (M&A) success in horizontal, vertical and conglomerate M&As: industry sector vs. services sector Abstract: Due to the high failure rate of the merger and acquisition (M&A) strategy, this study raises the question of whether there is a difference between the types of M&A in relation to M&A success. The study presents a research model to examine how each of the types of M&As – horizontal, vertical and conglomerate – separately affect M&A success. The study compares between the industry sector and the services sector. The results show that horizontal M&As lead to integration success and synergy success in the industry sector, but in the services sector, it leads to a failure of the integration stage, and in the both sectors it hinders the profitability. Vertical M&As lead to a success only in relation to synergy in the services sector, while conglomerate M&As lead to integration success and synergy success in the both sectors, but without success in relation to the profitability in the both sectors. Journal: The Service Industries Journal Pages: 492-518 Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1405938 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1405938 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:492-518 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Corrigendum Journal: The Service Industries Journal Pages: i-i Issue: 7-8 Volume: 38 Year: 2018 Month: 6 X-DOI: 10.1080/02642069.2017.1417811 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1417811 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:i-i Template-Type: ReDIF-Article 1.0 Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Sameer Hosany Author-X-Name-First: Sameer Author-X-Name-Last: Hosany Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: Consumer engagement in the tourism industry: new trends and implications for research Journal: The Service Industries Journal Pages: 463-468 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1595374 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1595374 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:463-468 Template-Type: ReDIF-Article 1.0 Author-Name: Shuyue Huang Author-X-Name-First: Shuyue Author-X-Name-Last: Huang Author-Name: Hwan-Suk Chris Choi Author-X-Name-First: Hwan-Suk Chris Author-X-Name-Last: Choi Title: Developing and validating a multidimensional tourist engagement scale (TES) Abstract: Customer engagement (CE) narrows the focus of experience to the interactive, value co-creative process between customers and company. Despite a few attempts measuring online engagement, we found no studies on fully operationalized engagement in the tourism destination. Considering the existing CE scales might not fully capture the scope of value co-creation process and its context-dependent nature, we proposed to develop a tourist engagement scale (TES) which incorporates more actors in value co-creation at the destination. Following the procedures of item generation, scale purification, and scale validation, we identified a 16-item, four-dimensional, second-order model of TES: social interaction, interaction with employees, relatedness, and activity-related tourist engagement (including immersed involvement and novelty-seeking). It provides various uses to DMOs and service providers, e.g. an assessment tool for tourist experience, a market segment tool, and a predictor to tourists’ behavioral intention. We contribute to the literature of tourist experience, value co-creation, and engagement study. Journal: The Service Industries Journal Pages: 469-497 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1576641 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1576641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:469-497 Template-Type: ReDIF-Article 1.0 Author-Name: David Dowell Author-X-Name-First: David Author-X-Name-Last: Dowell Author-Name: Brian Garrod Author-X-Name-First: Brian Author-X-Name-Last: Garrod Author-Name: Jennifer Turner Author-X-Name-First: Jennifer Author-X-Name-Last: Turner Title: Understanding value creation and word-of-mouth behaviour at cultural events Abstract: Despite its undoubted importance to policy makers and practitioners, cultural value remains a highly contested concept. Empirical work in the area has, meanwhile, been hampered by the use of a unidimensional framework of cultural value. The understanding of word-of-mouth (WOM) communication behaviour related to cultural values has consequently been limited. The purpose of this paper is to develop cultural value segments using a multidimensional value framework to enable a profile to be developed of the WOM behaviour (both online and offline) of each segment. A typology with four distinct segments of cultural consumer, each exhibiting different combinations of cultural values and of WOM communication preferences. The study thereby challenges the orthodoxy of value creation and transmission in cultural settings. Practical recommendations include the use of market segmentation based on multidimensional value ‘constellations’: not only to achieve better audience development but also to encourage wider value communication through word of mouth. Journal: The Service Industries Journal Pages: 498-518 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1568997 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1568997 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:498-518 Template-Type: ReDIF-Article 1.0 Author-Name: Raouf Ahmad Rather Author-X-Name-First: Raouf Ahmad Author-X-Name-Last: Rather Author-Name: Linda D. Hollebeek Author-X-Name-First: Linda D. Author-X-Name-Last: Hollebeek Author-Name: Jamid Ul Islam Author-X-Name-First: Jamid Ul Author-X-Name-Last: Islam Title: Tourism-based customer engagement: the construct, antecedents, and consequences Abstract: Drawing on a service-dominant (S-D) logic perspective, this study identifies key antecedents and consequences of tourism customer engagement, which remain nebulous to date. We develop a structural model that is tested on a sample of 310 customers at different tourist destination sites and attractions in India. The results reveal a positive effect of place authenticity and place attachment on customer engagement. The findings also indicate customer engagement’s positive effect on the development of customer trust, brand loyalty, and co-creation. Third, we identify customer engagement’s mediating role in the effect of place attachment and place authenticity on customer trust, loyalty, and co-creation. Specifically, place authenticity was found to exert a partial mediating effect in the association between place attachment and customer engagement. As such, this research bids newer insight into the role of tourism-based customer engagement, from which we develop relevant implications. Journal: The Service Industries Journal Pages: 519-540 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1570154 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1570154 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:519-540 Template-Type: ReDIF-Article 1.0 Author-Name: Ziad Alrawadieh Author-X-Name-First: Ziad Author-X-Name-Last: Alrawadieh Author-Name: Girish Prayag Author-X-Name-First: Girish Author-X-Name-Last: Prayag Author-Name: Zaid Alrawadieh Author-X-Name-First: Zaid Author-X-Name-Last: Alrawadieh Author-Name: Motasem Alsalameen Author-X-Name-First: Motasem Author-X-Name-Last: Alsalameen Title: Self-identification with a heritage tourism site, visitors’ engagement and destination loyalty: the mediating effects of overall satisfaction Abstract: This study assesses a conceptual model that postulates relationships between self-identification with a heritage site, engagement at the site, overall satisfaction and destination loyalty. The study contributes to the limited literature examining visitor engagement and its relationship with several other psychological variables. A survey of visitors in Petra, Jordan resulted in 249 useable questionnaires. The results confirm that self-identification with a heritage tourism site has a positive relationship with both overall satisfaction and visitor engagement. Overall satisfaction has a strong and positive relationship with destination loyalty. Visitor engagement has a positive relationship with destination loyalty. Implications for managing the heritage site and destination are offered. Journal: The Service Industries Journal Pages: 541-558 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2018.1564284 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1564284 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:541-558 Template-Type: ReDIF-Article 1.0 Author-Name: S. Mostafa Rasoolimanesh Author-X-Name-First: S. Mostafa Author-X-Name-Last: Rasoolimanesh Author-Name: Shuhaida Md Noor Author-X-Name-First: Shuhaida Author-X-Name-Last: Md Noor Author-Name: Florian Schuberth Author-X-Name-First: Florian Author-X-Name-Last: Schuberth Author-Name: Mastura Jaafar Author-X-Name-First: Mastura Author-X-Name-Last: Jaafar Title: Investigating the effects of tourist engagement on satisfaction and loyalty Abstract: This paper examine the concept of tourist engagement modeled as a second-order composite in the context of a heritage destination in Malaysia. In doing so, this study investigates the direct and indirect effects of tourist engagement through satisfaction on destination loyalty. Data was collected from tourists visiting Kinabalu National Park, Sabah, Malaysia. To investigate tourist engagement, this study employs confirmatory composite analysis in combination with the latest version of partial least squares- path modeling (PLS-PM) known as consistent partial least squares. The findings strongly support to model tourist engagement as a second-order composite and show a strong positive effect for tourist engagement on satisfaction and tourists’ destination loyalty. Moreover, a strong indirect effect of tourist engagement on loyalty through satisfaction is revealed. This study has a number of practical implications for local authorities to sustain tourism development in the Kinabalu National Park. Journal: The Service Industries Journal Pages: 559-574 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1570152 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1570152 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:559-574 Template-Type: ReDIF-Article 1.0 Author-Name: Maxi Bergel Author-X-Name-First: Maxi Author-X-Name-Last: Bergel Author-Name: Christian Brock Author-X-Name-First: Christian Author-X-Name-Last: Brock Title: Visitors’ loyalty and price perceptions: the role of customer engagement Abstract: This research focuses on word-of-mouth behavior as a form of customer influencer behavior, which represents an important facet of customer engagement. While recent research suggests positive direct effects of engagement on loyalty and customers’ price perceptions, this research contributes to the literature by examining customers’ affective attitude toward the destination, extending previous research approaches. The study was conducted at the WWF-funded visitor center in a national forest park and UNESCO World Heritage Site. Results indicate that engaged customers form more positive attitudes, resulting in increased future loyalty and positive price perceptions, empirically supporting various conceptual approaches. Furthermore, the results show that purely cognitive approaches are inadequate for understanding customers’ price perceptions. This is of importance for sustainable services or ecotourism destinations, as customers’ attitudes and willingness-to-pay judgments are influenced by, among other things, environmental beliefs and an interest in ecotourism. Journal: The Service Industries Journal Pages: 575-589 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1579798 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1579798 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:575-589 Template-Type: ReDIF-Article 1.0 Author-Name: Renzo Cordina Author-X-Name-First: Renzo Author-X-Name-Last: Cordina Author-Name: Martin Joseph Gannon Author-X-Name-First: Martin Joseph Author-X-Name-Last: Gannon Author-Name: Ross Croall Author-X-Name-First: Ross Author-X-Name-Last: Croall Title: Over and over: local fans and spectator sport tourist engagement Abstract: This study investigates consumer engagement within the live sport-as-service industry by exploring the match-day experiences of spectator sport tourists. It highlights the importance of authentic and sincere experiences manifest through tourists’ interactions with local fans. Data were collected via semi-structured interviews with international tourists who had visited Glasgow and attended a Celtic FC match. The findings demonstrate that football clubs may overlook the importance of consumer engagement, and that local fans are crucial in sustaining sports tourists’ engagement. To this end, the findings suggest that tourist interactions with local fans can stimulate more memorable and enjoyable travel. Furthermore, the vocal, visual displays provided by local fans contribute to an authentic and sincere travel experience. The study therefore suggests that local fans are a resource under-utilised by professional sports teams, with their contribution serving as a vital bridge between organisation and tourist in fostering engagement. Journal: The Service Industries Journal Pages: 590-608 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2018.1534962 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1534962 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:590-608 Template-Type: ReDIF-Article 1.0 Author-Name: Muhammet Kesgin Author-X-Name-First: Muhammet Author-X-Name-Last: Kesgin Author-Name: Rajendran S. Murthy Author-X-Name-First: Rajendran S. Author-X-Name-Last: Murthy Title: Consumer engagement: the role of social currency in online reviews Abstract: We explore the interplay between social currency (SC) and consumer engagement on social networks. We use text analyses based on both human coding and machine learning asisted sentiment analysis on reviews collected from Facebook pages, and we show that SC has a positive effect on ratings and visitor loyalty. First, we find that attractions have varying makeup of SC as represented in the six dimensions of SC. Second, repeat visits increase SC. Third, SC positively impacts revisit intentions even in the absence of prior experience. We also find that prior experience does not appear to yield better ratings, however, it predicts revisit intentions. This study represents the first use of SC in the tourism domain. Theoretical and practical implications alongside limitations and future research are discussed. Journal: The Service Industries Journal Pages: 609-636 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2018.1553237 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1553237 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:609-636 Template-Type: ReDIF-Article 1.0 Author-Name: Steven W. Bayighomog Author-X-Name-First: Steven W. Author-X-Name-Last: Bayighomog Author-Name: Hüseyin Araslı Author-X-Name-First: Hüseyin Author-X-Name-Last: Araslı Title: Workplace spirituality – customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors Abstract: Customer engagement entails unequivocal frontline service employees’ top performances and recommendable behaviors through management appropriate leadership to flourish. Under the social exchange and social identity theories, this study investigates employee customer–oriented boundary-spanning behaviors as an outcome of spiritual leadership, through the mediating effect of employee spiritual survival and well-being. PROCESS macro was used to analyze data collected from 5-star hotels full-time frontline employees in Antalya, Turkey. Results indicated that the effect of spiritual leadership on the three dimensions of customer-oriented boundary-spanning behaviors is fully mediated by spiritual survival and spiritual well-being. Spirituality appears to be a noteworthy but remote contributor to customer engagement via employees’ boundary-spanning behaviors. Our study contributed to the boundary-spanning and customer engagement literature by illustrating that a sense of mission and wellbeing at the workplace are adequate requirements to engage a frontline employee, whose boundary-spanning behaviors will be instrumental in fostering customer engagement. Further detailed theoretical and managerial implications are discussed. Journal: The Service Industries Journal Pages: 637-661 Issue: 7-8 Volume: 39 Year: 2019 Month: 6 X-DOI: 10.1080/02642069.2019.1570153 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1570153 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:637-661 Template-Type: ReDIF-Article 1.0 Author-Name: Martin Warland Author-X-Name-First: Martin Author-X-Name-Last: Warland Author-Name: Heike Mayer Author-X-Name-First: Heike Author-X-Name-Last: Mayer Title: Peculiarities of public sector clients in service innovations Abstract: This paper analyses knowledge-intensive business service firms and their innovation activities in the context of federal government procurement with empirical evidence from Swiss information technology firms. The paper contributes to the growing literature on knowledge-intensive business services by expanding the concept to also capture public sector clients. It focuses in particular on the ways in which having a public sector client influences a knowledge-intensive business service firm’s ability to innovate, opportunities for interactive learning with their clients, and ways in which having a public sector client allows a firm to diversify. The paper shows that having a federal agency as a client is quite different from a private sector client particularly with regard to multi-party systems on the client side, the importance of informal interactions, and the role of public reputation. Journal: The Service Industries Journal Pages: 105-124 Issue: 2 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1297427 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1297427 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:2:p:105-124 Template-Type: ReDIF-Article 1.0 Author-Name: Sergio Vinhas da Silva Author-X-Name-First: Sergio Vinhas Author-X-Name-Last: da Silva Author-Name: Nelson Antonio Author-X-Name-First: Nelson Author-X-Name-Last: Antonio Author-Name: Jose Crespo de Carvalho Author-X-Name-First: Jose Crespo Author-X-Name-Last: de Carvalho Title: Analysis of the Service Dominant Logic network, authors, and articles Abstract: The present study analyses research conducted in Service Dominant Logic (S-D logic), providing an overview of its intellectual structure. For that purpose, a structured approach was adopted through the implementation of bibliometric methods, using co-citation analysis combined with performance analysis and an integrative science mapping approach, which considered a timeline, a graph, and a distance-based perspective. This allowed the identification of the leading authors and of six clusters of articles based on bibliographic coupling, along with the most prominent research themes clustered in five subdomains of research based on co-occurrence of terms. The networks extracted show the associations between the main articles and concepts treated by the S-D logic community, unveiling the salient challenges and prospective expansion facing its future theoretical and practical context. Journal: The Service Industries Journal Pages: 125-152 Issue: 2 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1297801 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1297801 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:2:p:125-152 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: : cutting edge doctoral research stream Journal: The Service Industries Journal Pages: 153-154 Issue: 2 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1305663 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1305663 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:2:p:153-154 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Acknowledgements Journal: The Service Industries Journal Pages: 846-849 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1266808 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1266808 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:846-849 Template-Type: ReDIF-Article 1.0 Author-Name: Yvette Taminiau Author-X-Name-First: Yvette Author-X-Name-Last: Taminiau Author-Name: Julie Ferguson Author-X-Name-First: Julie Author-X-Name-Last: Ferguson Author-Name: Christine Moser Author-X-Name-First: Christine Author-X-Name-Last: Moser Title: Instrumental client relationship development among top-ranking service professionals Abstract: Informal client contact forms a crucial part of the daily routine of service professionals, in particular among top-ranking professionals working for consultancy and accountancy firms. In this paper, we investigate how 34 service professionals develop informal client contact, by studying their networking styles. Our study shows many similarities in informal client contact between two groups of service professionals grouped by gender, but we also found subtle differences in what we coin instrumental and expressive relations. Contrary to gender stereotypes, we found that female service professionals tended toward instrumental networking styles, using professionalism and distance and allowing the high quality of their work compensate for network deficits, contingent upon their clients’ gender. Male service professionals drew on expressive relations to develop emotional bonding with their male clients in particular, but nonetheless toward instrumental purposes. Our study contributes to service industries literature by theoretically and empirically establishing the different informal networking styles between top-ranking service professionals, and the role of emotional bonding in particular. In doing so, the paper helps to better understand the intricacies of informal client contact as a critical dimension of the professional services industry. Journal: The Service Industries Journal Pages: 789-808 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1272589 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272589 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:789-808 Template-Type: ReDIF-Article 1.0 Author-Name: Yucheng Zhang Author-X-Name-First: Yucheng Author-X-Name-Last: Zhang Author-Name: Long Zhang Author-X-Name-First: Long Author-X-Name-Last: Zhang Author-Name: Hui Lei Author-X-Name-First: Hui Author-X-Name-Last: Lei Author-Name: Yumeng Yue Author-X-Name-First: Yumeng Author-X-Name-Last: Yue Author-Name: Jingtao Zhu Author-X-Name-First: Jingtao Author-X-Name-Last: Zhu Title: Lagged effect of daily surface acting on subsequent day’s fatigue Abstract: The present research investigated the causal relationship between daily surface acting and fatigue at the within-person level. With a longitudinal approach – experience sampling method – based on 10 successive days’ data, this study explored the lagged consequence of service employees’ daily surface acting. The results of multilevel analysis showed that the daily performance of surface acting decreased service employees’ subsequent day’s emotional well-being in the form of increased fatigue. Further, sleep conditions were found to alleviate this detrimental effect. This within-person level investigation of the causal lagged effect of daily surface acting and its moderating contextual factor complements the current emotional labor literature that has overly focused on the between-person level. The theoretical and managerial implications were discussed. Journal: The Service Industries Journal Pages: 809-826 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1272593 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272593 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:809-826 Template-Type: ReDIF-Article 1.0 Author-Name: Carla Alexandra Barbosa Pereira Author-X-Name-First: Carla Alexandra Barbosa Author-X-Name-Last: Pereira Author-Name: Helena Maria Batista Alves Author-X-Name-First: Helena Maria Batista Author-X-Name-Last: Alves Author-Name: João José Matos Ferreira Author-X-Name-First: João José Matos Author-X-Name-Last: Ferreira Title: Impact of tacit knowledge on customer loyalty Abstract: Tacit knowledge about customers held by contact personnel is a priority for better satisfying customer needs and creating added value. This research project seeks to develop a model to analyse the impact of tacit knowledge on loyalty for rural tourism lodgings. A questionnaire was applied to the clients of rural tourism lodgings who had either already consumed rural tourism services at least once or were then currently consuming such services. By applying structural equation models, the results demonstrate how tacit knowledge does improve the performance of employees in engaging in affective bonds and enables better understanding of the needs and expectations of customers. Furthermore, the results confirm how tacit knowledge about customers represents a resource able to promote customer loyalty and thus a very strong potential source of competitive advantage. Journal: The Service Industries Journal Pages: 827-845 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1272596 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272596 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:827-845 Template-Type: ReDIF-Article 1.0 Author-Name: Sang-June Park Author-X-Name-First: Sang-June Author-X-Name-Last: Park Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Title: Performance-only measures vs. performance-expectation measures of service quality Abstract: There is a long debate over the superiority of performance-only measures vs. performance-expectation measures of service quality. This paper analytically derives the superiority conditions of the measures in predicting customer satisfaction. The conditions show that the superiority of the measures is determined by two factors. One is the strengths of linkages between the constructs (expectation, performance, and customer satisfaction) in the customer satisfaction formation process, and the other is customer heterogeneity in the evaluation of constructs in the process. The source of customer heterogeneity implies that the superiority is affected by the procedure for measuring service quality because the degree of customer heterogeneity in the evaluation of perceived and expected service quality may vary according to the measurement procedure. Journal: The Service Industries Journal Pages: 741-756 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1275579 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1275579 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:741-756 Template-Type: ReDIF-Article 1.0 Author-Name: Jochen Wirtz Author-X-Name-First: Jochen Author-X-Name-Last: Wirtz Author-Name: Christina Jerger Author-X-Name-First: Christina Author-X-Name-Last: Jerger Title: Managing service employees: literature review, expert opinions, and research directions Abstract: This article reviews the service management and marketing literature on managing people with a particular emphasis on managerial relevance. This review explores the market and financial results of managing people effectively, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource. The challenges inherent in boundary-spanning frontline jobs are discussed, including role conflict and emotional labor. Next, recommended human resources (HR) strategies and practices related to recruitment, training, empowerment, service delivery teams, and employee motivation are reviewed. The literature review concludes with a section on service culture, climate, and leadership. Each section is complemented with further research suggestions that emerged from interviews with eight academic and practitioner experts. The last section outlines six themes for new research opportunities with high potential managerial relevance; they relate to (1) the financial impact of HR practices and strategies, (2) motivating service employees, (3) training, (4) emotional labor, (5) dealing with rude customers, and (6) the impact of technology on managing service employees. Journal: The Service Industries Journal Pages: 757-788 Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1278432 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1278432 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:757-788 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Editorial Board Journal: The Service Industries Journal Pages: ebi-ebi Issue: 15-16 Volume: 36 Year: 2016 Month: 12 X-DOI: 10.1080/02642069.2016.1283895 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1283895 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:ebi-ebi Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Statement of Retraction Journal: The Service Industries Journal Pages: 739-739 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1258819 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1258819 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:739-739 Template-Type: ReDIF-Article 1.0 Author-Name: Hsi-Tien Chen Author-X-Name-First: Hsi-Tien Author-X-Name-Last: Chen Title: Quality function deployment in failure recovery and prevention Abstract: This paper presents a strategic model for proactively recovering and preventing service failures; it employs an analytical hierarchy process (AHP) to measure the severity of failure categories and ultimately employs quality function deployment (QFD) to identify the execution order of proactive recovery and prevention strategies. Questionnaires on AHP and QFD were used to collect data. The results show that the three most important strategies, ‘Educational training of employees,’ ‘Managerial level professional expertise and leadership,’ and ‘Staff appraisal, reward, and punishment systems,’ are within the purview of human resources management. Human resource management plays a key role in service failure and recovery management. For individual failure categories, business managers can select those that are most severe and execute proactive recovery and failure prevention strategies. We propose a methodology for designing service recovery systems and that addresses the gap in academic research on proactive recovery and service failure prevention. Journal: The Service Industries Journal Pages: 615-637 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272588 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272588 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:615-637 Template-Type: ReDIF-Article 1.0 Author-Name: Tien Wang Author-X-Name-First: Tien Author-X-Name-Last: Wang Author-Name: Ralph Keng-Jung Yeh Author-X-Name-First: Ralph Keng-Jung Author-X-Name-Last: Yeh Author-Name: David C. Yen Author-X-Name-First: David C. Author-X-Name-Last: Yen Author-Name: Christyanto Ari Nugroho Author-X-Name-First: Christyanto Ari Author-X-Name-Last: Nugroho Title: Electronic and in-person service quality of hybrid services Abstract: The service industries have experienced dramatic changes in service delivery format because of fast-paced innovation in information technology. Hybrid services involve service deliveries through conventional and technology-enabled environments, each of which is complementary and non-interchangeable. However, limited research has examined consumer behavior in response to a series of relevant service episodes in different channels at different points in time. In other words, how customers perceive service quality at each service encounter and how the cumulative effect of these perceptions influences customers’ overall service value assessment and satisfaction remain unclear. This study addresses this research gap by investigating the sequential influence of e-service quality on in-person service quality in a hybrid service format in which interpersonal and computer-mediated services coexist but at different points in time. Empirical analysis shows that e-service quality directly and positively affects in-person service quality, which fully mediates the effects of e-service quality on perceived value and customer satisfaction. The sequence of service encounters matters because in-person service quality perception has a stronger effect than e-service quality on customer metrics. Cumulative quality perceptions significantly influence perceived value and overall customer satisfaction. Theoretical and managerial implications are presented in the discussion. Journal: The Service Industries Journal Pages: 638-657 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272590 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272590 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:638-657 Template-Type: ReDIF-Article 1.0 Author-Name: Feng Hsu Liu Author-X-Name-First: Feng Hsu Author-X-Name-Last: Liu Title: Interactions, innovation, and services Abstract: Although research has acknowledged the importance of supplier–buyer relationships for goods innovation, empirical evidence on the extent and nature of the effects of original equipment manufacturing (OEM) supplier–buyer relationships on service innovation remains scarce. Based on a survey of 152 suppliers in Taiwan, this study concludes that the interaction orientation of OEM suppliers is a key factor influencing the development of two competencies: joint innovation competence and cross-functional information dissemination competence. These two competencies contribute to OEM suppliers’ exploitative service innovation and explorative service innovation, respectively. In other words, applying a resource-based view, this study provides clarity regarding the linkages shown below (an organization’s strategic orientation influences its development of organizational capabilities and results in organizational performance) for the purpose of exploring the relationship between interaction orientation and service innovation. Journal: The Service Industries Journal Pages: 658-674 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272591 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272591 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:658-674 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Hsiang Hsiao Author-X-Name-First: Yu-Hsiang Author-X-Name-Last: Hsiao Author-Name: Li-Fei Chen Author-X-Name-First: Li-Fei Author-X-Name-Last: Chen Author-Name: Yoon Leng Choy Author-X-Name-First: Yoon Leng Author-X-Name-Last: Choy Author-Name: Chao-Ton Su Author-X-Name-First: Chao-Ton Author-X-Name-Last: Su Title: A novel framework for customer complaint management Abstract: Complaining is one option available to customers to express their dissatisfaction with inadequate services. Their complaints contain valuable information for service providers to improve customer relationships and operational quality, which can ultimately enhance business profitability. Customer complaints are frequently handled at the individual level, however, which addresses the symptoms rather than the causes of customer dissatisfaction. This paper presents a framework integrating a decision tree approach, a common data mining tool, into Six Sigma methodology to analyze customer complaints in aggregate and improve service quality by identifying and addressing the underlying causes of failed service. A case study of a restaurant chain was used to demonstrate the effectiveness of the proposed framework. The results indicated a significant (60%) decrease in the number of customer complaints received. Subsequent long-term benefits can be expected. Journal: The Service Industries Journal Pages: 675-698 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272592 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272592 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:675-698 Template-Type: ReDIF-Article 1.0 Author-Name: Gabriela Bantau Author-X-Name-First: Gabriela Author-X-Name-Last: Bantau Author-Name: Steven W. Rayburn Author-X-Name-First: Steven W. Author-X-Name-Last: Rayburn Title: Advanced information technology: transforming service innovation and design Abstract: This research explores the role of advanced information technologies at the ‘fuzzy’ front-end of service innovation and design. Service researchers have been exploring the application of technology to services for a while, however there has been little attention paid to the use of technology at the front-end of service innovation and design. Research suggests that advanced information technologies should be useful in research and development for services; but how this may occur has not been explored. Bringing together design thinking and the technology–organization–environment framework for technology adoption this research develops propositions for research to expose how technology can advance and transform service innovation and design. Theoretical and practical research questions are offered to guide inquiry in this emerging research space. Journal: The Service Industries Journal Pages: 699-720 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272594 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272594 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:699-720 Template-Type: ReDIF-Article 1.0 Author-Name: Nha Nguyen Author-X-Name-First: Nha Author-X-Name-Last: Nguyen Title: Reinforcing customer loyalty through service employees’ competence and benevolence Abstract: The present study aims to investigate how service employees’ competence and benevolence can influence customer loyalty. A hierarchical multiple regression with interaction analysis was performed on data collected from 1296 customers in a financial service provider. The results show a significant interaction between competence and benevolence in their influence on customer loyalty. These results reinforce the idea that benevolence can be used to enhance the effect of competence on customer loyalty. The managerial and research implications of the reported study are discussed. Journal: The Service Industries Journal Pages: 721-738 Issue: 13-14 Volume: 36 Year: 2016 Month: 10 X-DOI: 10.1080/02642069.2016.1272595 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1272595 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:721-738 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Editorial board Journal: Pages: ebi-ebi Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005072 File-URL: http://hdl.handle.net/10.1080/714005072 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:ebi-ebi Template-Type: ReDIF-Article 1.0 Author-Name: W. Ochel Author-X-Name-First: W. Author-X-Name-Last: Ochel Title: The International Competitiveness of Business Service Firms: The Case of Germany Abstract: The internationalisation of the business service sector is an area of rapid development. Foreign direct investment is the preferred manner of internationalisation whereas international trade is less important. The process of internationalisation can be explained by a combination of trade, investment and organisational theory. In applying these theories, the particular characteristics of services and the imperfections of markets for services must be taken into account. If this is done, the factors responsible for the international competitiveness of business service firms can be determined. The major determinants identified were examined empirically and then used as a basis for a survey based on questionnaires, followed up by interviews in the business service sector. The findings explain the low international competitiveness of German business service firms. Journal: Service Industries Journal Pages: 1-16 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005075 File-URL: http://hdl.handle.net/10.1080/714005075 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:1-16 Template-Type: ReDIF-Article 1.0 Author-Name: M.A. Lewis Author-X-Name-First: M.A. Author-X-Name-Last: Lewis Title: Selecting and Implementing Service Technology: Control, Uncertainty and Competitive Advantage Abstract: This article explores practical and competitive aspects of the role that technology plays in service firms. A review of resource-based theory leads to a conceptual model describing how technology can contribute to sustainable competitive advantage (SCA). The pragmatic challenge of implementation is then explored and the first conceptual model is extended. These discussions lead to two research propositions that are employed to (a) select four suitable case studies from a larger sample, and (b) structure subsequent analysis and discussion of the case findings. The propositions and corresponding data reveal a potential paradox implicit in the technology selection and implementation process. Namely that SCA is often based upon resources that emerge from conditions of uncertainty, ambiguity and poor ex ante 'measurability', whereas these same conditions have a negative impact upon managerial control and therefore implementation success. Journal: Service Industries Journal Pages: 17-42 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005079 File-URL: http://hdl.handle.net/10.1080/714005079 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:17-42 Template-Type: ReDIF-Article 1.0 Author-Name: A. Caruana Author-X-Name-First: A. Author-X-Name-Last: Caruana Author-Name: M.T. Ewing Author-X-Name-First: M.T. Author-X-Name-Last: Ewing Author-Name: Ramaseshan Author-X-Name-First: Author-X-Name-Last: Ramaseshan Title: Effects of some Environmental Challenges and Centralization on the Entrepreneurial Orientation and Performance of Public Sector Entities Abstract: The relevance of entrepreneurship in the public sector is considered. In investigating relationships a review of the literature is undertaken and a model is proposed to examine the effects of certain environmental variables and centralisation on entrepreneurship and ultimately, performance. The proposed model is based on work conducted by Covin and Slevin [1991], reconsidered within a public sector context. Research is conducted among Australian public sector entities. A structural equation model is used to examine the hypothesised linkages. Implications of the findings are discussed, limitations are noted and directions for future research are outlined. Journal: Service Industries Journal Pages: 43-58 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005076 File-URL: http://hdl.handle.net/10.1080/714005076 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:43-58 Template-Type: ReDIF-Article 1.0 Author-Name: J.L. Harrison-Walker Author-X-Name-First: J.L. Author-X-Name-Last: Harrison-Walker Title: Examination of the Factorial Structure of Service Quality: A Multi-Firm Analysis Abstract: To date, there is no consensus regarding the dimensionality of the service quality construct. Parasuraman, Berry and Zeithaml [1991] suggest that when consumers evaluate a 'specific company', they may rate items coming from two distinct dimensions the same or similarly. The authors further note that factor analysis translates such responses into fewer than five dimensions (as originally proposed by Parasuraman, Zeithaml and Berry [1988]). The authors suggest that verifying the conceptual meaningfulness of the SERVQUAL framework is an important area for future research. Accordingly, the current study examines the factor structure of service quality in two 'multi-firm' samples using service performance measures. The empirical findings suggest that service quality, in general, is comprised of two factors: interaction quality and tangibles. Journal: Service Industries Journal Pages: 59-72 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005077 File-URL: http://hdl.handle.net/10.1080/714005077 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:59-72 Template-Type: ReDIF-Article 1.0 Author-Name: D. Jeffrey Author-X-Name-First: D. Author-X-Name-Last: Jeffrey Author-Name: R.R.D. Barden Author-X-Name-First: R.R.D. Author-X-Name-Last: Barden Author-Name: P.J. Buckley Author-X-Name-First: P.J. Author-X-Name-Last: Buckley Author-Name: N.J. Hubbard Author-X-Name-First: N.J. Author-X-Name-Last: Hubbard Title: What Makes for a Successful Hotel? Insights on Hotel Management Following 15 Years of Hotel Occupancy Analysis in England Abstract: Time series analyses of daily and monthly occupancy rates in different samples of hotels in England over a 15-year period reveal consistent temporal components of occupancy performance. These differentiate hotels in terms of overall occupancy levels, seasonality, length of season, trend and within-week variations. The components are related to the characteristics of hotels and their management using statistical methods and structured interview surveys, and the factors affecting occupancy performance of hotels are identified and calibrated. The policy implications for the results for successful hotel marketing and management are extracted. Journal: Service Industries Journal Pages: 73-88 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005078 File-URL: http://hdl.handle.net/10.1080/714005078 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:73-88 Template-Type: ReDIF-Article 1.0 Author-Name: P. Bishop Author-X-Name-First: P. Author-X-Name-Last: Bishop Author-Name: P. Megicks Author-X-Name-First: P. Author-X-Name-Last: Megicks Title: Asymmetric Information and Strategic Competition in Estate Agency Abstract: Many service relationships are characterised by informational asymmetries with service providers having better information concerning service quality than purchasers. Under such circumstances, signals may develop to transmit information between buyers and sellers. The mix of signals will depend upon particular market, product and firm characteristics. An empirical investigation of the estate agency industry shows that contingent contracts, trust building activities and market segmentation may support high quality, high price strategies within the context of asymmetric information. Journal: Service Industries Journal Pages: 89-108 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005074 File-URL: http://hdl.handle.net/10.1080/714005074 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:89-108 Template-Type: ReDIF-Article 1.0 Author-Name: S.T.K. Luk Author-X-Name-First: S.T.K. Author-X-Name-Last: Luk Author-Name: R. Layton Author-X-Name-First: R. Author-X-Name-Last: Layton Title: Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers Abstract: Two new gaps are added to the 5-gap model proposed by PZB. These new gaps reflect the differences in the understanding of customer expectations by manager and front-line service providers and in customer expectations and service providers' perception of such expectations. Using room service as the object for investigation, the present study provides empirical evidence indicating the existence of these gaps which have negative impact on overall service quality. The findings also disclose that the gap between customer expectations and managers' perception of such expectations is much larger than the gap between customer expectations and service providers' understanding of such expectations. Journal: Service Industries Journal Pages: 109-128 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005073 File-URL: http://hdl.handle.net/10.1080/714005073 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:109-128 Template-Type: ReDIF-Article 1.0 Author-Name: K. Amess Author-X-Name-First: K. Author-X-Name-Last: Amess Title: Financial Institutions, the Theory of the Firm and Organisational Form Abstract: This article considers the theory of the financial firm, organisational form, and conversion from the mutual to the joint stock organisational form. It draws upon the transaction cost and property rights literature to provide an account of the existence of financial firms. Historically, the mutual emerged in response to asymmetric information. Both the persistence of mutuals and their conversion to the joint stock organisational form are explained with reference to path dependency, which arises from investment in particular assets that 'lock-in' firms to a particular outcome. Conversion is also explained as a necessary process that mutuals go through in an attempt to exploit economies of scope (synergies). Journal: Service Industries Journal Pages: 129-148 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005069 File-URL: http://hdl.handle.net/10.1080/714005069 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:129-148 Template-Type: ReDIF-Article 1.0 Author-Name: P.M. Panayides Author-X-Name-First: P.M. Author-X-Name-Last: Panayides Title: Identification of Strategic Groups using Relationship Marketing Criteria: A Cluster Analytic Approach in Professional Services Abstract: The integration of marketing and strategy advocated by contemporary marketing thought permeates the underlying objectives of this article. These objectives include the identification of strategic groups on the basis of marketing relationships in a professional service context and the making of inferences with respect to achieving a competitive advantage as expounded by the resource-based view. The article reviews the concepts under scrutiny prior to applying qualitative and quantitative techniques to identify the existence of four strategic groups in the context of professional ship management firms. Practice and research implications for marketing and competitive advantage of professional service firms are thereby discussed. Journal: Service Industries Journal Pages: 149-166 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005071 File-URL: http://hdl.handle.net/10.1080/714005071 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:149-166 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: End Matter Journal: Pages: 167-172 Issue: 2 Volume: 22 Year: 2002 X-DOI: 10.1080/714005070 File-URL: http://hdl.handle.net/10.1080/714005070 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:167-172 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-Chen Chang Author-X-Name-First: Hui-Chen Author-X-Name-Last: Chang Author-Name: Po-Yueh Chiu Author-X-Name-First: Po-Yueh Author-X-Name-Last: Chiu Title: Innovative marketing in professional baseball teams Abstract: This study proposes comprehensive customer experience and team performance models in response to a lack of studies regarding service quality and performance in professional sports. Past studies have overlooked the effects of customer experience and customer-perceived board performance on team performance and loyalty behavior. The present study was conducted to provide a reference for the innovative marketing of professional sports teams. The study results reveal that both customer experience and team identification correlate positively with fan loyalty, and on-field and customer-perceived board performance positively moderated the effects of customer experience and team identification on repatronage intention. However, the moderating effects of on-field and customer-perceived board performance on word of mouth is nonsignificant. Professional sports teams must consider factors that are important to fans apart from winning and losing, and they must develop marketing strategies that attract new customers instead of relying solely on existing customers for team promotion. Journal: The Service Industries Journal Pages: 576-594 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255726 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255726 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:576-594 Template-Type: ReDIF-Article 1.0 Author-Name: DongHun Lee Author-X-Name-First: DongHun Author-X-Name-Last: Lee Author-Name: Michael Cottingham Author-X-Name-First: Michael Author-X-Name-Last: Cottingham Author-Name: Demetrius Pearson Author-X-Name-First: Demetrius Author-X-Name-Last: Pearson Author-Name: Soon-Ho Kim Author-X-Name-First: Soon-Ho Author-X-Name-Last: Kim Author-Name: Jungkun Park Author-X-Name-First: Jungkun Author-X-Name-Last: Park Title: Collaborative strategy in sports industry: team co-branding Abstract: This study sought to empirically examine spectator sport perception pertaining to (team) co-brands based on differences in the level of team identification, brand personality fit, and/or product category. Initially, testing stimuli were identified through a pilot study using an established framework on brand personality. Subsequently, four pairs of fictitious co-brands were created by alternating testing elements between team and non-team brands. In the second phase, 389 participants responded to a 29-item questionnaire, in which the data were primarily analyzed via repeated-measures mean-difference tests. The overall findings generally indicate significant differences in the evaluation of (team) co-brands due to varying brand personality fits, product categories, and levels of team identification. Empirical findings of the current study contribute to the literature by suggesting strategies that can be used to position teams as brands, and expanding existing knowledge on the understanding of spectator sport perception of sport brands at large. Journal: The Service Industries Journal Pages: 595-613 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255727 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255727 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:595-613 Template-Type: ReDIF-Article 1.0 Author-Name: Tracey J. Dickson Author-X-Name-First: Tracey J. Author-X-Name-Last: Dickson Author-Name: Simon Darcy Author-X-Name-First: Simon Author-X-Name-Last: Darcy Author-Name: Raechel Johns Author-X-Name-First: Raechel Author-X-Name-Last: Johns Author-Name: Caitlin Pentifallo Author-X-Name-First: Caitlin Author-X-Name-Last: Pentifallo Title: Inclusive by design: transformative services and sport-event accessibility Abstract: This paper examines the service dimensions required to be inclusive of people with access needs within a major-sport event context. The United Nations Convention on the Rights of Persons with Disabilities seeks to counter disability discrimination and enable citizenship rights of people with disabilities, including access to goods and services, across all dimensions of social participation including major-sport events (e.g. Olympic and Paralympic Games, world cups in football, cricket and rugby union). Providing for people with disability and access needs is also an emerging tourism focus with initiatives addressing accessible tourism included in the World Tourism Organizations mission and recent strategic destination plans. To enhance the understanding of service delivery for an accessible tourism market in a major-sport event context, a case study of the Vancouver Fan Zone for the FIFA Womens World Cup Canada, 2015 TM is analyzed through the lens of transformative services. From this analysis future research directions are identified to benefit those with access needs who wish to participate in major-sport events. Journal: The Service Industries Journal Pages: 532-555 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255728 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255728 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:532-555 Template-Type: ReDIF-Article 1.0 Author-Name: Harjit Sekhon Author-X-Name-First: Harjit Author-X-Name-Last: Sekhon Author-Name: Sanjit Kumar Roy Author-X-Name-First: Sanjit Kumar Author-X-Name-Last: Roy Author-Name: Simon Chadwick Author-X-Name-First: Simon Author-X-Name-Last: Chadwick Author-Name: James Devlin Author-X-Name-First: James Author-X-Name-Last: Devlin Title: Corporate image and a sport’s governing body Abstract: This study provides a topical examination of corporate image and a sport’s governing body. Our study is based on 500 worldwide followers of football and has major implications because it serves as a basis for understanding how sports fans might develop and maintain trust in a governing body, and what the attendant antecedents and consequences are. The evidence from our research shows that the key attribute that enables a sport’s governing body to build trust is corporate image; corporate image is different to corporate reputation because it is built on mental imagery rather than value judgements. This finding, we argue, is also applicable to other sports’ governing bodies, particularly when there is a need to repair or re-build trust. The management of corporate image, as a mental image, is particularly significant if a sport’s governing body’s corporate image is called into question because income streams may be undermined. Journal: The Service Industries Journal Pages: 556-575 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255729 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255729 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:556-575 Template-Type: ReDIF-Article 1.0 Author-Name: Chris Horbel Author-X-Name-First: Chris Author-X-Name-Last: Horbel Author-Name: Bastian Popp Author-X-Name-First: Bastian Author-X-Name-Last: Popp Author-Name: Herbert Woratschek Author-X-Name-First: Herbert Author-X-Name-Last: Woratschek Author-Name: Bradley Wilson Author-X-Name-First: Bradley Author-X-Name-Last: Wilson Title: How context shapes value co-creation: spectator experience of sport events Abstract: This paper applies the perspective of service-dominant logic, specifically value co-creation in service ecosystems to the context of sports. It builds on the notion that co-created value can only be understood as value-in-context. Therefore, a structural model is developed and tested for different contexts of spectating live broadcasts of football games during the Fédération Internationale de Football Association World Cup 2014. The context-specific contributions of the co-creating actors, spectators’ experience evaluations, and the resulting context-specific value perceptions from the spectators’ perspective are identified. The results highlight that the relative influence of the main co-creating actors and the relative importance of the value dimensions differ across contexts. Service providers (in sports) should identify how consumers evaluate experience and which dimensions of value are most important to them in the context under consideration. This will help them to successfully facilitate value co-creation, make meaningful value propositions, and achieve strategic benefit for themselves. Journal: The Service Industries Journal Pages: 510-531 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255730 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255730 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:510-531 Template-Type: ReDIF-Article 1.0 Author-Name: Rodoula H. Tsiotsou Author-X-Name-First: Rodoula H. Author-X-Name-Last: Tsiotsou Title: A service ecosystem experience-based framework for sport marketing Abstract: Traditional theories in sport marketing limit the context of the sport experience to firm–customer encounters or the consumer’s individual sphere of practices and processes. Our paper responds to recent calls for developing conceptual frameworks that better explain sport market exchanges. Specifically, we aim to contribute to sport marketing by attempting to provide a deeper understanding of sport experiences and the context that frames exchanges in sports. To accomplish this objective, we propose an integrative framework that combines the service-dominant logic ecosystem perspective with consumer culture theory. We broaden the context of the sport experience by applying a service-ecosystems perspective and identify five factors that influence sport experiences from this extended context – historical meaning, tribal logics, rituals and socialization processes, value-in-subcultural-context, and the co-construction/co-destruction of context. The proposed integrative framework directs researchers and managers toward an extended, rich context that is reproduced through the co-creation of value and influences evaluations of sport experiences. Journal: The Service Industries Journal Pages: 478-509 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1255731 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1255731 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:478-509 Template-Type: ReDIF-Article 1.0 Author-Name: Rodoula H. Tsiotsou Author-X-Name-First: Rodoula H. Author-X-Name-Last: Tsiotsou Title: Developing a service research agenda in sports Journal: The Service Industries Journal Pages: 473-477 Issue: 11-12 Volume: 36 Year: 2016 Month: 9 X-DOI: 10.1080/02642069.2016.1258551 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1258551 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:11-12:p:473-477 Template-Type: ReDIF-Article 1.0 Author-Name: B. Ramaseshan Author-X-Name-First: B. Author-X-Name-Last: Ramaseshan Author-Name: Alisha Stein Author-X-Name-First: Alisha Author-X-Name-Last: Stein Author-Name: Fazlul K. Rabbanee Author-X-Name-First: Fazlul K. Author-X-Name-Last: Rabbanee Title: Status demotion in hierarchical loyalty programs: effects of payment source Abstract: Hierarchical loyalty programs are being operated currently by many firms to improve customer relationships. While past work has demonstrated the negative effects of status demotion in such programs, research on how these effects may vary across different customer group based on payment source is almost nonexistent. This paper examines the moderating role of payment source (‘own money’ versus ‘others money’) on the effects of status demotion on customer attitudes and behavior in hierarchical loyalty programs. Analysis of data collected from members of airline loyalty programs show that the negative effects of status demotion on customer attitudes, loyalty intentions, and share-of-wallet are stronger for demoted ‘own money’ customers than for demoted ‘others money’ customers. The study provides a deeper insight about the effects of status demotion and points out that firms could possibly be endangering the loyalty of many potentially valuable customers, in particular among the ‘own money’ customer group. Journal: The Service Industries Journal Pages: 375-395 Issue: 9-10 Volume: 36 Year: 2016 Month: 7 X-DOI: 10.1080/02642069.2016.1219721 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1219721 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:9-10:p:375-395 Template-Type: ReDIF-Article 1.0 Author-Name: Yang Liu Author-X-Name-First: Yang Author-X-Name-Last: Liu Author-Name: Jiang Wei Author-X-Name-First: Jiang Author-X-Name-Last: Wei Author-Name: Dan Zhou Author-X-Name-First: Dan Author-X-Name-Last: Zhou Author-Name: Ying Ying Author-X-Name-First: Ying Author-X-Name-Last: Ying Author-Name: Baofeng Huo Author-X-Name-First: Baofeng Author-X-Name-Last: Huo Title: The alignment of service architecture and organizational structure Abstract: How does service modularity contribute to performance of service firms and how does organizational architecture facilitate these effects? We propose a new perspective that service modularity contributes to the service performance by increasing efficiency, broadening the service scope, and increasing the visibility of service to customers. Moreover, we bring forward the ambiguous relationship between organization integration and service modularity by holding that organization integration can influence the service modularization process so as to moderate the relationship between service modularity and performance. Our analysis of classic professional service firms (i.e. accounting firms, architecture firms, and law firms) in China, which is a typical emerging market, supports our theoretical framework. Journal: The Service Industries Journal Pages: 396-415 Issue: 9-10 Volume: 36 Year: 2016 Month: 7 X-DOI: 10.1080/02642069.2016.1248417 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1248417 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:9-10:p:396-415 Template-Type: ReDIF-Article 1.0 Author-Name: Jingdong Jia Author-X-Name-First: Jingdong Author-X-Name-Last: Jia Author-Name: Jing Wang Author-X-Name-First: Jing Author-X-Name-Last: Wang Title: Do customer participation and cognitive ability influence satisfaction? Abstract: Under some circumstances, increased customer participation can enhance customer satisfaction. However, the precise mechanism by which participation might increase satisfaction has not been explored in the literature. This paper considers whether a customer’s cognitive ability might affect the relationship between participation and satisfaction. A causal model has been developed to examine the potential interactive effects of participation and cognitive ability on satisfaction, and a simple quantitative model has been proposed to simulate these effects. The results of both a numerical simulation analysis and a quantitative analysis of case study data indicate a significant main effect of cognitive ability on satisfaction. Additionally, an interactive effect has been observed, whereby higher cognitive ability results in higher satisfaction, given a minimum degree of customer participation in the service. Among this study’s implications is that customers with different cognitive abilities should have different degrees of participation that act to maximize their satisfaction. Journal: The Service Industries Journal Pages: 416-437 Issue: 9-10 Volume: 36 Year: 2016 Month: 7 X-DOI: 10.1080/02642069.2016.1248418 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1248418 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:9-10:p:416-437 Template-Type: ReDIF-Article 1.0 Author-Name: Tien Wang Author-X-Name-First: Tien Author-X-Name-Last: Wang Author-Name: Ralph Keng-Jung Yeh Author-X-Name-First: Ralph Keng-Jung Author-X-Name-Last: Yeh Author-Name: David C. Yen Author-X-Name-First: David C. Author-X-Name-Last: Yen Author-Name: Mirhanna Gabrielle Sandoya Author-X-Name-First: Mirhanna Gabrielle Author-X-Name-Last: Sandoya Title: Antecedents of emotional attachment of social media users Abstract: Emotional attachment has been documented to be an effective basis for consumer loyalty behaviors in many contexts; however, not much has been offered for new service formats enabled by information technology. This study explores the emotional attachment of social media users in terms of personality traits of users and websites. Drawing on literature on brand personality and brand–self congruence, this research proposes that a match between user’s individual personality and the personality traits of the digital artifacts promotes affective connection to social media websites. The social media, to which the user becomes emotionally attached, therefore becomes part of one’s self-definition and representation in the digital world. Self-expressiveness is also investigated as a motivational driver that helps users form such an emotional bond. Individuals with higher motivation to express themselves are more likely to develop an emotional attachment to social networking sites, exhibit loyal behavior, and experience a stronger effect than self-website congruence on emotional attachment. Results of this research provide support to the proposed relationships. Theoretical and managerial implications are elaborated in the discussion. Journal: The Service Industries Journal Pages: 438-451 Issue: 9-10 Volume: 36 Year: 2016 Month: 7 X-DOI: 10.1080/02642069.2016.1248419 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1248419 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:9-10:p:438-451 Template-Type: ReDIF-Article 1.0 Author-Name: Olivier Furrer Author-X-Name-First: Olivier Author-X-Name-Last: Furrer Author-Name: D. Sudharshan Author-X-Name-First: D. Author-X-Name-Last: Sudharshan Author-Name: Rodoula H. Tsiotsou Author-X-Name-First: Rodoula H. Author-X-Name-Last: Tsiotsou Author-Name: Ben S. Liu Author-X-Name-First: Ben S. Author-X-Name-Last: Liu Title: A framework for innovative service design Abstract: Drawing on research from design science, marketing, and service science, our paper provides an integrated framework for evaluating and directing innovative service design. The main goal of our review is to highlight the strengths of existing frameworks and to suggest how they can be enhanced in combination with design science principles. Based on our review, we propose a new framework for the design of innovative services that integrates several key paradigmatic approaches and identifies fundamental open research questions. Our approach is unique as it combines three service disciplines, namely services marketing, service science, and design science, and provides a new framework that describes step by step the procedure that needs to be taken and the conditions that need to be met for developing innovative services. We believe that providing such a framework is a valuable addition to the literature. Journal: The Service Industries Journal Pages: 452-471 Issue: 9-10 Volume: 36 Year: 2016 Month: 7 X-DOI: 10.1080/02642069.2016.1248420 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1248420 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:9-10:p:452-471 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Editorial board Journal: Pages: ebi-ebi Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005110 File-URL: http://hdl.handle.net/10.1080/714005110 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:ebi-ebi Template-Type: ReDIF-Article 1.0 Author-Name: Leslie de Chernatony Author-X-Name-First: Leslie Author-X-Name-Last: de Chernatony Author-Name: Susan Drury Author-X-Name-First: Susan Author-X-Name-Last: Drury Author-Name: Susan Segal-Horn Author-X-Name-First: Susan Author-X-Name-Last: Segal-Horn Title: Building a Services Brand: Stages, People and Orientations Abstract: This article examines the services-brand-building process, based on depth interviews with leading-edge brand consultants. A model is posited of the factors involved when building a services brand from scratch. Insights about those involved in the services-brand-building process are provided along with a consideration of the impact of the organisation's internal/external orientation. The results show that, in comparison with the goods model, more work is required in terms of organisational culture and internal branding when building services brands. It is recommended that organisations utilise cross-functional teams, a strong customer orientation and a brand-supporting culture to maximise the success of their services brand. Journal: Service Industries Journal Pages: 1-21 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005116 File-URL: http://hdl.handle.net/10.1080/714005116 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:1-21 Template-Type: ReDIF-Article 1.0 Author-Name: Axel Johne Author-X-Name-First: Axel Author-X-Name-Last: Johne Author-Name: Paul Harborne Author-X-Name-First: Paul Author-X-Name-Last: Harborne Title: One Leader is Not Enough for Major New Service Development: Results of a Consumer Banking Study Abstract: This article reports the results of a study into leadership in retail bank product development. New product development is an increasingly important business activity in many services businesses. Financial services specialists involved in this activity are required to have an understanding of project working that aims to match new product concepts to potential customer needs. In the empirical study reported here all the new product projects were aimed at developing a new area of business and were of great potential importance to the sponsoring businesses in which they were pursued. It was found that success in completing a project efficiently was associated with effective co-leadership between different levels of the organisation. Lesser project success was found when leadership was confined to a single leader. Co-leadership involved a common leadership style that was enabling, participative and highly communicative. Empowering junior colleagues to act as co-leaders confronts top management with challenges to traditional concepts of authority. Our results show how enlightened top management turns these challenges to the best advantage of their business. Journal: Service Industries Journal Pages: 22-39 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005112 File-URL: http://hdl.handle.net/10.1080/714005112 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:22-39 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Author-Name: Katherine Ensor Author-X-Name-First: Katherine Author-X-Name-Last: Ensor Author-Name: Kalyan Raman Author-X-Name-First: Kalyan Author-X-Name-Last: Raman Title: The Impact of Need Frequency on Service Marketing Strategy Abstract: Strategic marketing decisions for services are complicated by factors that distinguish services from goods. Because services are intangible, variable, and the production and consumption experiences are inseparable, trial of the identical service to be purchased cannot be offered. Services cannot be inventoried, so potential customers are lost if they are unaware of a particular service or it is unavailable during their time of need. Partially due to the difficulty of matching service supply to demand, service marketers typically assume that it is best to work toward retaining current clients, rather than focusing too much on attracting new customers. If there is an ongoing or frequent periodic need for the service, it may indeed be less expensive to maintain an existing customer relationship than to build a new one; however, for services that customers require infrequently, the marketer must find ways to build awareness and attract new customers. Just as marketing strategies for manufactured goods depend on whether the items are frequently purchased or durable, more effective service marketing decisions may be obtained by considering whether customer needs are frequent or not. We discuss these differences in general terms, then provide an application, developing an optimal promotion strategy decision model for an infrequently purchased service. We conclude that customers in the market for infrequently purchased services have particularly high needs for product awareness and purchase risk reduction, influencing strategic marketing decisions. Journal: Service Industries Journal Pages: 40-62 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005114 File-URL: http://hdl.handle.net/10.1080/714005114 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:40-62 Template-Type: ReDIF-Article 1.0 Author-Name: Barry Howcroft Author-X-Name-First: Barry Author-X-Name-Last: Howcroft Author-Name: Paul Hewer Author-X-Name-First: Paul Author-X-Name-Last: Hewer Author-Name: Robert Hamilton Author-X-Name-First: Robert Author-X-Name-Last: Hamilton Title: Consumer Decision-Making Styles and the Purchase of Financial Services Abstract: This article seeks to augment our understanding of consumers' attitudes and motivations when purchasing financial products. Using insights gleaned from focus discussion groups and a quantitative survey of consumers it focuses upon understanding the extent to which consumers' attitudes and behaviour differs for a range of financial products. Within the traditional structure and operation of the financial services industry consumers appear to express little choice. The rigid structure of the industry, coupled with the operation of cartels, meant that consumers had to accept the form and price of financial products and delivery channels. However the critical impact of deregulation and the emergence of new forms of technology have altered this situation by producing a highly competitive market for financial services. Consumers thus appear more disposed to change their attitudes when purchasing financial services. The outcome of these changes is that financial providers are now less certain of retaining their profitable customers or of cross selling high value products (such as personal pensions and investment products). It is, therefore, imperative that financial service providers better understand their customers' attitudes in an attempt to influence consumer decision making styles when purchasing financial products. This article accordingly seeks to analyse and understand more fully consumers' decision making styles for a range of financial products, including current accounts, insurance products, credit products and investment products. In the conclusion an assessment is made of the findings and the broad strategic implications for financial providers are examined. Journal: Service Industries Journal Pages: 63-81 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005120 File-URL: http://hdl.handle.net/10.1080/714005120 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:63-81 Template-Type: ReDIF-Article 1.0 Author-Name: Kenneth Deans Author-X-Name-First: Kenneth Author-X-Name-Last: Deans Author-Name: Brendan Gray Author-X-Name-First: Brendan Author-X-Name-Last: Gray Author-Name: Pat Ibbotson Author-X-Name-First: Pat Author-X-Name-Last: Ibbotson Author-Name: Phil Osborne Author-X-Name-First: Phil Author-X-Name-Last: Osborne Author-Name: Karen Knightbridge Author-X-Name-First: Karen Author-X-Name-Last: Knightbridge Title: Web Marketing Practices of Service Providers Abstract: A comprehensive study of service providers in New Zealand suggests that Internet marketing tends to be used for tactical, communication purposes, with few firms adopting a strategic approach. Although many top performers claim that information technology is a source of competitive advantage, relatively few firms appear to be using it to lower transaction costs or enhance customer relationships. Possible barriers to adopting more strategic Internet marketing practices include concerns by senior managers that the technology is still too slow, that customers are not ready and/or that customers perceive that electronic services should be cheaper, causing profitability concerns. Journal: Service Industries Journal Pages: 82-102 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005119 File-URL: http://hdl.handle.net/10.1080/714005119 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:82-102 Template-Type: ReDIF-Article 1.0 Author-Name: Neng-Pai Lin Author-X-Name-First: Neng-Pai Author-X-Name-Last: Lin Author-Name: James Weng Author-X-Name-First: James Author-X-Name-Last: Weng Author-Name: Yi-Ching Hsieh Author-X-Name-First: Yi-Ching Author-X-Name-Last: Hsieh Title: Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage Abstract: Several relationship marketing theories have suggested that businesses could build long-term customer relationships. The purpose of this study is to develop relational bonding strategies for a financial service business and examine the relationship between the various relational bonds and customer trust and commitment under the moderating effects of corporate website usage. The findings of this study are threefold. First, the relational bonds that foster customer trust and commitment can be categorised empirically into three types: economic, social and structural bonds. Second, all of these bonds are significantly positively correlated with the customers' trust and commitment. Finally, customer use of a corporate website significantly moderates the relationship between the relational bonds and customer relational performance. Journal: Service Industries Journal Pages: 103-124 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005111 File-URL: http://hdl.handle.net/10.1080/714005111 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:103-124 Template-Type: ReDIF-Article 1.0 Author-Name: Juan Cuadrado-Roura Author-X-Name-First: Juan Author-X-Name-Last: Cuadrado-Roura Author-Name: Carlos Iglesias-Fernández Author-X-Name-First: Carlos Author-X-Name-Last: Iglesias-Fernández Author-Name: Raquel Llorente-Heras Author-X-Name-First: Raquel Author-X-Name-Last: Llorente-Heras Title: Employment Tertiarisation and Emerging New Patterns of Work: The Spanish Case Abstract: Important transformations are taking place in the nature, characteristics and organisation of work. Part-time employment, temporary recruitment, self-employment, increasing participation of women and shifts in required skills are some dominant characteristics of changes observed in the advanced European countries. The aim of the article is to verify the hypothesis that the process of employment tertiarisation explains, to a significant extent, the shift to a more flexible labour market and the emergence of a new work model in Spain. The departing point and following sections seek to determine, first, the links between tertiarisation and changes in labour demand; second, sectoral differences in labour characteristics; and third, whether labour market dynamism and flexibility observed in Spain is related to tertiarisation. The main findings at the national level are also tested at the regional level to show some exciting differences. Journal: Service Industries Journal Pages: 125-152 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005113 File-URL: http://hdl.handle.net/10.1080/714005113 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:125-152 Template-Type: ReDIF-Article 1.0 Author-Name: Fernando Morollón Author-X-Name-First: Fernando Author-X-Name-Last: Morollón Title: Relationship between Inflation and the Comparative Evolution of Wages in Industry and Services within the Spanish Economy Abstract: A large body of empirical literature ascribes a high degree of responsibility by the service sector for the difficulties in lowering inflation in the Spanish economy in the 1980s and early 1990s. Despite the fact that most of the branches in this sector are characterised by their lower ability to increase productivity, service wages have increased at a similar rate to those of other activities that, however, have been able to generate constant growth in productivity. On the other hand, tertiary activities have been able to transmit the growth in wage costs to prices without this having significant repercussions on the amount demanded as they are more protected from international competition. In this context, the reasons why service growth is accused of being one of the key causes of price growth are understandable. Nevertheless, throughout the1990s, important changes have taken place due to the technological revolution of modern economies that have created a doubt that services are still for the most partly protected from competition. This article makes a comparative study of the evolution of wages in industry and services, finding initial evidence that tertiary wages are presenting in their evolution the lowest productivity of most of tertiary activities pressurised by greater competition, which is lowering the incidence on inflation of the sector and of the economy in general. Journal: Service Industries Journal Pages: 153-164 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005118 File-URL: http://hdl.handle.net/10.1080/714005118 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:153-164 Template-Type: ReDIF-Article 1.0 Author-Name: Steve Oakes Author-X-Name-First: Steve Author-X-Name-Last: Oakes Title: Demographic and Sponsorship Considerations for Jazz and Classical Music Festivals Abstract: This article highlights the need for enhanced managerial awareness of the demographic profile of the audience for arts festivals. More specifically, comparison is drawn between classical music and jazz audiences at major UK festivals in order to highlight the appropriateness of a strategic fit between the demographics of music festival patrons and sponsoring organisation target segments. The potential demand for increased cross-selling of other live entertainment services is examined, and factors impacting upon accurate and erroneous recall of festival sponsor are explored. Journal: Service Industries Journal Pages: 165-178 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005121 File-URL: http://hdl.handle.net/10.1080/714005121 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:165-178 Template-Type: ReDIF-Article 1.0 Author-Name: Neil Coe Author-X-Name-First: Neil Author-X-Name-Last: Coe Author-Name: Silvia Long-Tolbert Author-X-Name-First: Silvia Author-X-Name-Last: Long-Tolbert Title: Book Reviews Abstract: Author: GALLOUJ, FAIZ; Innovation in the Service Economy: The New Wealth of Nations; Reviewer: Jeremy Howells; Editor: HARRISON, DAVID; Tourism and the Less Developed World: Issues and Case Studies; Reviewer: Eleri Jones; Editors: KALYUZHNOVA, YELENA and MICHAEL TAYLOR; Transitional Economics - Banking, Finance, Institutions; Reviewer: Claudia Cirardone; Author: COOKE, PHILIP, Knowledge Economies: Clusters, Learning and Cooperative Advantages; Reviewer: Jennifer Johns. Journal: Pages: 179-186 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005117 File-URL: http://hdl.handle.net/10.1080/714005117 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:179-186 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: End Matter Journal: Pages: 187-188 Issue: 3 Volume: 23 Year: 2003 X-DOI: 10.1080/714005115 File-URL: http://hdl.handle.net/10.1080/714005115 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:187-188 Template-Type: ReDIF-Article 1.0 Author-Name: Muzaffer Uysal Author-X-Name-First: Muzaffer Author-X-Name-Last: Uysal Author-Name: M. Joseph Sirgy Author-X-Name-First: M. Author-X-Name-Last: Joseph Sirgy Author-Name: Hyelin (Lina) Kim Author-X-Name-First: Hyelin (Lina) Author-X-Name-Last: Kim Title: Well-being research in the service industries Journal: The Service Industries Journal Pages: 1-5 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1662624 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1662624 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:1-5 Template-Type: ReDIF-Article 1.0 Author-Name: Sandra Sun-Ah Ponting Author-X-Name-First: Sandra Sun-Ah Author-X-Name-Last: Ponting Title: Organizational identity change: impacts on hotel leadership and employee wellbeing Abstract: Hospitality employee wellbeing is crucial for organizational success. This study explores the conceptualization and operationalization of hotel employee wellbeing, as perceived by leadership, through a case study on a multinational hotel corporation establishing a people-centric organizational identity. Semi-structured in-depth interviews, direct observation, and internal communication materials are used for data analysis. The case study reveals insights into the tensions created in and amongst property leaders due to: 1) the autonomy given by corporate leadership; 2) employees engaging in new employee wellbeing behaviors; and 3) disapproval of other property leaders’ wellbeing initiatives. These tensions are taxing on property leaders’ wellbeing, raising questions about the relationship between front-line and leadership employee wellbeing. Furthermore, employee wellbeing practices unique to hotel work are identified: 1) physical change in the work environment; 2) flexible work arrangements; and 3) departure from a formal dress code. Implications for practitioners and future research directions are made. Journal: The Service Industries Journal Pages: 6-26 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1579799 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1579799 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:6-26 Template-Type: ReDIF-Article 1.0 Author-Name: Ksenia Kirillova Author-X-Name-First: Ksenia Author-X-Name-Last: Kirillova Author-Name: Xiaoxiao Fu Author-X-Name-First: Xiaoxiao Author-X-Name-Last: Fu Author-Name: Deniz Kucukusta Author-X-Name-First: Deniz Author-X-Name-Last: Kucukusta Title: Workplace design and well-being: aesthetic perceptions of hotel employees Abstract: The study recognizes the lack of a clear theoretical and empirical link between employees’ sense of well-being and hotel design aesthetics, although beautiful environments are associated with optimal human functioning. Drawing on conceptual insights from organizational aesthetics and theory of subjective well-being, this quantitative study explored relationships between workplace design aesthetics, hotel employee subjective well-being and the role of contrast of back- vs. front-of-the-house. Based on cross-sectional data collected from 525 operations-level hotel employees in USA, the study found that backstage employees experience less aesthetic pleasure and report lower levels of well-being than frontstage employees. Design characteristics Unity and Variety positively affect the sense of well-being, while Typicality exhibits a U-type relationship with well-being. The effect of Variety is weaker for back-of-the-house employees. This study is the first attempt to empirically and explicitly connect organizational aesthetics to well-being and identifies a novel way to enhance the well-being of the hospitality workforce. Journal: The Service Industries Journal Pages: 27-49 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2018.1543411 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1543411 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:27-49 Template-Type: ReDIF-Article 1.0 Author-Name: Zaid Alrawadieh Author-X-Name-First: Zaid Author-X-Name-Last: Alrawadieh Author-Name: Gurel Cetin Author-X-Name-First: Gurel Author-X-Name-Last: Cetin Author-Name: Mithat Zeki Dincer Author-X-Name-First: Mithat Zeki Author-X-Name-Last: Dincer Author-Name: Fusun Istanbullu Dincer Author-X-Name-First: Fusun Author-X-Name-Last: Istanbullu Dincer Title: The impact of emotional dissonance on quality of work life and life satisfaction of tour guides Abstract: The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research. Building on the emotional labor theory and the well-being body of knowledge, this study develops and tests a model that examines the effects of emotional dissonance on the quality of work life and life satisfaction using data from professional tour guides in Jordan. Unexpectedly, results show that tour guides do not experience significant emotional dissonance and that there is no negative impact of emotional dissonance neither on quality of work life or life satisfaction. Contrary to theoretical predictions, the findings fail to suggest a link between emotional dissonance, quality of work of life and life satisfaction. However, the findings reveal that a positive relationship between quality of work life and life satisfaction exists. The study provides some theoretical and practical implications and suggests areas of inquiry for future research. Journal: The Service Industries Journal Pages: 50-64 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1590554 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1590554 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:50-64 Template-Type: ReDIF-Article 1.0 Author-Name: Elham Anasori Author-X-Name-First: Elham Author-X-Name-Last: Anasori Author-Name: Steven. W. Bayighomog Author-X-Name-First: Steven. W. Author-X-Name-Last: Bayighomog Author-Name: Cem Tanova Author-X-Name-First: Cem Author-X-Name-Last: Tanova Title: Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion Abstract: The present study proposes and tests a moderated mediation model investigating the direct and mediated effect of workplace bullying on employee emotional exhaustion via psychological distress and resilience with mindfulness as a moderating variable, under the lens of COR and JD-R theory. Structural Equation Modeling was used to analyze data from 252 4- and 5-star hotels’ full-time employees in North Cyprus. The results show that workplace bullying significantly predicted emotional exhaustion, and resilience and psychological distress partially mediated this relationship. However, employee mindfulness did not significantly moderate the effect of workplace bullying on emotional exhaustion, nor its indirect effect via resilience. Implications are discussed further. Journal: The Service Industries Journal Pages: 65-89 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1589456 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1589456 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:65-89 Template-Type: ReDIF-Article 1.0 Author-Name: Heetae Cho Author-X-Name-First: Heetae Author-X-Name-Last: Cho Title: Importance of leisure nostalgia on life satisfaction and leisure participation Abstract: Nostalgia plays a crucial role in individuals’ psychological and behavioral responses. To identify the influence of nostalgia on leisure participants’ life, this study examined how individuals’ leisure nostalgia influenced their life satisfaction, thereby reinforcing their leisure participation intention. 417 responses were collected from leisure participants and analyzed in this study. Results showed that leisure nostalgia positively affected life satisfaction and leisure participation intention. In addition, life satisfaction had a significant effect on leisure participation intention. Further analysis revealed that the indirect effects of nostalgia regarding group identity and personal identity on leisure participation intention were significantly stronger than those of nostalgia regarding leisure experience, environment, and socialization. The theoretical and practical implications of this study are discussed. Journal: The Service Industries Journal Pages: 90-109 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1567714 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1567714 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:90-109 Template-Type: ReDIF-Article 1.0 Author-Name: Yao-Chin Wang Author-X-Name-First: Yao-Chin Author-X-Name-Last: Wang Author-Name: Hailin Qu Author-X-Name-First: Hailin Author-X-Name-Last: Qu Author-Name: Jing Yang Author-X-Name-First: Jing Author-X-Name-Last: Yang Author-Name: Chu-En Yang Author-X-Name-First: Chu-En Author-X-Name-Last: Yang Title: Leisure-work preference and hotel employees’ perceived subjective well-being Abstract: This study examines the role of leisure-work preferences in forming hotel employees’ subjective well-being (SWB). A two-phase explanatory mixed method is used. In phase 1, 261 usable survey responses were collected to test the proposed hypotheses. In phase 2, in-depth interviews were conducted with 18 employees in order to triangulate findings from phase 1 and further explain the underlying phenomena. Results of the quantitative phase reveal that leisure preference negatively influences job satisfaction and positively influences leisure satisfaction and SWB. Work preference directly and negatively influences SWB but exhibits indirect positive effects on SWB through job satisfaction. Results of the qualitative phase further reveal that hotel employees ranked managers as the greatest influence on their SWB followed by coworkers, customers, and family members. Additionally, factors in the leisure domain were mentioned less frequently by hotel employees as sources of SWB than factors in the work domain. Journal: The Service Industries Journal Pages: 110-132 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2018.1529170 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1529170 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:110-132 Template-Type: ReDIF-Article 1.0 Author-Name: Tahira Hassan Butt Author-X-Name-First: Tahira Hassan Author-X-Name-Last: Butt Author-Name: Ghulam Abid Author-X-Name-First: Ghulam Author-X-Name-Last: Abid Author-Name: Bindu Arya Author-X-Name-First: Bindu Author-X-Name-Last: Arya Author-Name: Saira Farooqi Author-X-Name-First: Saira Author-X-Name-Last: Farooqi Title: Employee energy and subjective well-being: a moderated mediation model Abstract: Subjective well-being is of great significance to mankind. Consistent with the emerging field of positive organizational scholarship, our study seeks to investigate the relationship between employee energy and subjective well-being (SWB). We propose a moderated mediation framework that examines the employee energy and SWB relationship along with the mediating influence of flourishing and moderating role of prosocial motivation. Data was collected in two waves over a two month time period from 266 bank employees. Our results provide support for our hypothesized model. We find that flourishing plays a vital role in explaining the association between energy and SWB. In addition, the significant and negative interactional impact of prosocial motivation and energy demonstrates that with higher prosocial motivation, employees invest a substantial amount of energy in helping their co-workers which undermines their own flourishing limiting their SWB. Journal: The Service Industries Journal Pages: 133-157 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2018.1563072 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1563072 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:133-157 Template-Type: ReDIF-Article 1.0 Author-Name: Verônica Feder Mayer Author-X-Name-First: Verônica Feder Author-X-Name-Last: Mayer Author-Name: Juliane dos Santos Machado Author-X-Name-First: Juliane dos Santos Author-X-Name-Last: Machado Author-Name: Osiris Marques Author-X-Name-First: Osiris Author-X-Name-Last: Marques Author-Name: José Mauro Gonçalves Nunes Author-X-Name-First: José Mauro Gonçalves Author-X-Name-Last: Nunes Title: Mixed feelings?: fluctuations in well-being during tourist travels Abstract: The search for practices that increase people's well-being has expanded significantly in recent years. This can be seen in the tourism sector, since leisure travel is generally considered a promoter of well-being. Positive feelings are not the only ones to permeate the events of a trip, however, and travel is not simply a source of well-being. This work seeks to contribute to the literature by investigating how tourists’ subjective well-being varies over the course of a trip; how these variations are related to different events and what connections exist among these events; and what the main factors are that lead to the positive and negative variations of well-being reported by tourists and observed in their behavior. A multimethod research approach was adopted, combining participant observation with self-reported assessments. The results made it possible to identify the main promoters and reducers of well-being throughout a trip. Journal: The Service Industries Journal Pages: 158-180 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1600671 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1600671 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:158-180 Template-Type: ReDIF-Article 1.0 Author-Name: Mareike Falter Author-X-Name-First: Mareike Author-X-Name-Last: Falter Author-Name: Karsten Hadwich Author-X-Name-First: Karsten Author-X-Name-Last: Hadwich Title: Customer service well-being: scale development and validation Abstract: Both researchers and practitioners increasingly recognize well-being of customers as a desirable outcome for business. However, in service science, a scale for measuring well-being in the service context, characterized by customer-employee interaction, has not yet been developed. Thus, the purpose of the present study is to develop a reliable and valid multidimensional scale of customers’ perceived well-being through services with customer-employee interactions. This multidimensional scale incorporates the relevant dimensions of how well-being, caused by services, is expressed. Based on a comprehensive interdisciplinary literature review, customer service well-being is conceptualized as a positive response resulting from the experiential, relational, processual and interactive character of service with customer-employee interaction. Following established scale development procedures, the scale comprises five domains: positive emotions, engagement, relationship and meaning & accomplishment, and absence of negative emotions. Thus, customer service well-being as a positive response is affective and cognitive. Two cross-sectorial studies (e.g. healthcare, insurance, retail) are conducted (244 and 833 participants in Germany), which show that the scale is reliable, valid, and distinct but related to other established service measures. Furthermore, customer service well-being affects customers’ behavioral intentions and life satisfaction. Directions for further research on customer service well-being and managerial implications are discussed. Journal: The Service Industries Journal Pages: 181-202 Issue: 1-2 Volume: 40 Year: 2020 Month: 1 X-DOI: 10.1080/02642069.2019.1652599 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1652599 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:181-202 Template-Type: ReDIF-Article 1.0 Author-Name: Michael Naor Author-X-Name-First: Michael Author-X-Name-Last: Naor Author-Name: Alex Coman Author-X-Name-First: Alex Author-X-Name-Last: Coman Title: Offshore responsiveness: theory of Constraints innovates customer services Abstract: This study describe a typical scenario occurring inside the stressful environment of a service call center working in shifts with high agent turnover, and offer ways to streamline operation through the usage of Theory of Constraints (TOC) methods. Offshore customer service representatives should not operate in fire-fighting mode but instead management should identify the root causes of customer dissatisfaction. A lesson learned from the study is that call centers should diminish reliance on automatic voice recognition technologies, which detracts executive attention from customer complaints about issues such as miss-communication, time zone differences, and national culture. Companies should complement the usage of TOC practices to improve key performance indicators by establishing career promotion paths for customer service representatives that would improve their well-being and elevate their status in the organizational hierarchy, consequently increasing their motivation to improve service level. Journal: The Service Industries Journal Pages: 155-166 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1303047 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1303047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:155-166 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-Chih Hung Author-X-Name-First: Hui-Chih Author-X-Name-Last: Hung Author-Name: Chung-Yu Chung Author-X-Name-First: Chung-Yu Author-X-Name-Last: Chung Author-Name: Muh-Cherng Wu Author-X-Name-First: Muh-Cherng Author-X-Name-Last: Wu Author-Name: Wan-Ling Shen Author-X-Name-First: Wan-Ling Author-X-Name-Last: Shen Title: A membership pricing policy to facilitate service scale-expansion Abstract: This paper proposes a multi-year membership pricing policy for a service business like a gym chain. In the pricing policy, the equivalent membership price per year is relatively low to attract customers, and the multi-year membership fees must be prepaid in full. The prepaid cash provides resources for scale-expansion by opening new stores. We develop a nonlinear mixed integer programming model to formulate the pricing decisions. Numerical experiments reveal that the multi-year membership pricing policy, from a long-term perspective, is substantially better than the business-as-usual pricing policy (1-year membership) in cash balance, profit, and market share. Yet, the performances of the two pricing policies do not differ much from a short-term perspective. These findings indicate that the multi-year pricing policy may be a good strategy, because it initially attracts less attention of competitors; suddenly it emerges and substantially outperforms its competitors in cash balance, profit, and market share. Journal: The Service Industries Journal Pages: 167-189 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1303048 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1303048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:167-189 Template-Type: ReDIF-Article 1.0 Author-Name: Cristiana Donati Author-X-Name-First: Cristiana Author-X-Name-Last: Donati Title: Service industries, growth dynamics and financial constraints Abstract: This work represents a first attempt to study the effects of financial constraints on firm growth within the business services as it can be argued that firms are different not only in terms of size but also in the way they operate in a specific industry. Thus, firms can be either characterized by the use of intensive professional knowledge or, alternatively, by the use of a workforce with no specific professional skills. For the business services included, the results reveal the relative importance of internal sources of financing with respect to the external ones. The liquidity constraints mainly affect the growth of industries requiring qualified labor pool, such as computer programming and information service activities, as well as the professional and scientific ones. In these sectors, foremost operate small firms with a superior innovation capacity; therefore, they are considered risky and face difficulties in raising debt capital on favorable terms. Journal: The Service Industries Journal Pages: 190-205 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1304927 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1304927 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:190-205 Template-Type: ReDIF-Article 1.0 Author-Name: Saleh Ghavidel Author-X-Name-First: Saleh Author-X-Name-Last: Ghavidel Author-Name: Asal Narenji Sheshkalany Author-X-Name-First: Asal Author-X-Name-Last: Narenji Sheshkalany Title: Cost disease in service sector Abstract: A higher growth rate of the service sector prices, rather than prices in the manufacturing sector, through time is known as cost disease in the service sector. This paper investigates supply and demand-side reasons for cost disease. First, we present an analysis of the supply side of the cost disease, when services and manufacturing play their role both in the intermediate and final demand. Second, we consider a CES utility function for the consumer, which is a function of two commodity services and manufacturing. The results indicate that there are two reasons for cost disease to occur from the supply side in an economy: first, when the growth rate of total factor productivity and technological progress in services is less than that in the manufacturing sector, and second, when the elasticity of substitution between labor and manufacturing input in the services production function is large and elasticity of substitution in manufacturing production function is small. From the demand side, the result shows that the cost disease occurred if the growth rate of the income elasticity of service is more than the manufacturing sector through time. Journal: The Service Industries Journal Pages: 206-228 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1306056 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1306056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:206-228 Template-Type: ReDIF-Article 1.0 Author-Name: Carmen Domínguez-Falcón Author-X-Name-First: Carmen Author-X-Name-Last: Domínguez-Falcón Author-Name: Josefa D. Martín-Santana Author-X-Name-First: Josefa D. Author-X-Name-Last: Martín-Santana Author-Name: Petra De Saá-Pérez Author-X-Name-First: Petra Author-X-Name-Last: De Saá-Pérez Title: Predicting market orientation through internal market orientation as culture and behaviour: an empirical application in Spanish hotels Abstract: The aim of this study is to analyse how the internal market orientation, considered from a dual perspective, cultural and behavioural, affects the development of external market-oriented behaviours by improving the attitudinal results (affective commitment and job satisfaction) of the internal customers. An empirical study was carried out, based on the perceptions of 68 managers and 296 supervisors at four- and five-star hotels in Gran Canaria (Canary Islands, Spain). The findings show that (1) the internal market orientation (IMO) has a positive influence on the effective development of market orientation behaviours in managers and supervisors; (2) the IMO has a positive influence on the affective commitment and job satisfaction of hotel managers, but not supervisors; and (3) greater affective commitment and job satisfaction have no significant effect on market orientation behaviours in hotel managers or in supervisors. Based on the study results, the paper concludes with a discussion and implications for practitioners. Journal: The Service Industries Journal Pages: 229-255 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1309391 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1309391 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:229-255 Template-Type: ReDIF-Article 1.0 Author-Name: Cindy Yunhsin Chou Author-X-Name-First: Cindy Yunhsin Author-X-Name-Last: Chou Author-Name: Ja-Shen Chen Author-X-Name-First: Ja-Shen Author-X-Name-Last: Chen Author-Name: Yu-Ping Liu Author-X-Name-First: Yu-Ping Author-X-Name-Last: Liu Title: Inter-firm relational resources in cloud service adoption and their effect on service innovation Abstract: This study examines (1) inter-firm relational resources for cloud service adoption and (2) their effects on service innovation. A research model and the related hypotheses are developed based on resource-advantage (R-A) theory that combines inter-firm relational resources identified in theoretical and empirical research as important antecedents of cloud service adoption and its effect on service innovation. This study collects data from 165 managers from service firms in Taiwan. The results show that resources, including reliability, cost, and compatibility significantly affect a firm’s cloud service adoption. Furthermore, the adoption of cloud service significantly contributes to service innovation. The findings add to the current understanding of service innovation in two important ways. First, drawing on R-A theory, this study is among the first attempts to identify inter-firm relational resources (reliability, cost, compatibility, and customer orientation) for cloud service adoption and their effect on innovation performance. Second, this study introduces cloud services as effective technological platforms for a firm and its business partners to share, integrate, and reciprocate information, knowledge, and experience for service innovation. Journal: The Service Industries Journal Pages: 256-276 Issue: 3-4 Volume: 37 Year: 2017 Month: 3 X-DOI: 10.1080/02642069.2017.1311869 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1311869 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:3-4:p:256-276 Template-Type: ReDIF-Article 1.0 Author-Name: Jui-Chang Cheng Author-X-Name-First: Jui-Chang Author-X-Name-Last: Cheng Author-Name: She-Juang Luo Author-X-Name-First: She-Juang Author-X-Name-Last: Luo Author-Name: Chang-Hua Yen Author-X-Name-First: Chang-Hua Author-X-Name-Last: Yen Author-Name: Ya-Fang Yang Author-X-Name-First: Ya-Fang Author-X-Name-Last: Yang Title: Brand attachment and customer citizenship behaviors Abstract: Service brand attachment has emerged as a growing body of research. Although previous studies have examined the relationship between brand attachment and customer behaviors, the mechanism underlying this relationship remains unknown, particularly in a service context. The purpose of this study was to examine the relationship between brand attachment and customer citizenship behaviors and to clarify the role of perceived value among regular customers of international hotel brands in Taiwan. To examine this model, confirmatory factor analysis was employed to analyze survey data from 299 hotel customers, the results of which indicated that perceived value completely mediated the relationship between brand attachment and customer citizenship behaviors. Therefore, perceived value is the mechanism that explains how service brand attachment is associated with customer citizenship behaviors. These results demonstrate the importance of perceived value and imply that service managers should strengthen customers’ perceived value of service brands to enhance customer citizenship behaviors. Journal: The Service Industries Journal Pages: 263-277 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1186658 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1186658 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:263-277 Template-Type: ReDIF-Article 1.0 Author-Name: Darren Boardman Author-X-Name-First: Darren Author-X-Name-Last: Boardman Author-Name: Maria M. Raciti Author-X-Name-First: Maria M. Author-X-Name-Last: Raciti Author-Name: Meredith Lawley Author-X-Name-First: Meredith Author-X-Name-Last: Lawley Title: Exploring the influence of envy on service engagement Abstract: Consumer retention is central to service firm objectives and is often the focus of firm initiated activities. However, consumer-driven processes that operate independently of firm initiated activities also influence retention. By understanding the consumption goals of service consumers, management can encourage behavioural engagement with service offerings and improve retention outcomes. Positional services provide opportunities for social status enhancement (e.g. higher education) and attract consumers seeking the positional benefits offered. Service consumers compete for positional benefits and monitor their success relative to other service consumers via positional comparisons. Envy, an emotion with benign and malicious types, is experienced if the positional comparison with another service consumer is unfavourable and influences behavioural engagement. This study proposes and qualitatively tests a conceptual model linking positional comparison and envy to changes in consumers’ behavioural engagement with a service depending on the type of envy experienced. The findings support benign envy as a motivator for increased behavioural engagement with a service. The study also supports the existence of a ‘positional’ service category in which envy is an endemic emotional theme influencing behavioural engagement in these service environments. A two-tiered approach to the management of envy involving positional goal recognition and appraisal based tactics is recommended. Journal: The Service Industries Journal Pages: 278-298 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1186659 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1186659 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:278-298 Template-Type: ReDIF-Article 1.0 Author-Name: Priyanko Guchait Author-X-Name-First: Priyanko Author-X-Name-Last: Guchait Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Title: Three country study: impact of support on employee attitudes Abstract: This study examined the mediating effects of perceived organizational support and affective commitment in the relationships among perceived supervisor support, organizational citizenship behavior (OCB) (individual and organizational), and turnover intentions. The proposed relationships were tested by conducting the same study involving restaurant employees in three different countries – India, USA, and South Korea. The mediating effects of perceived organizational support and affective commitment between perceived supervisor support and turnover intentions were found to be consistent across the three countries. However, the relationships among OCBs differed. While affective commitment was significantly related to both OCBs in the South Korean sample, affective commitment was significantly related only to OCBs towards organization in the US sample, and neither relationship was found to be significant in the Indian sample. This study helps to explain how contextual factors influence responses to each study variable and the proposed relationships. Journal: The Service Industries Journal Pages: 299-318 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1186660 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1186660 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:299-318 Template-Type: ReDIF-Article 1.0 Author-Name: Achilleas Boukis Author-X-Name-First: Achilleas Author-X-Name-Last: Boukis Title: Achieving favourable customer outcomes through employee deviance Abstract: This study advances current knowledge by examining how employee deviance and customer participation during a single employee–customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer’s active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3 × 2 between-subjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer’s participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer’s affective state (affective outcome). Findings illustrate that customers approve employees’ deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study. Journal: The Service Industries Journal Pages: 319-338 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1219722 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1219722 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:319-338 Template-Type: ReDIF-Article 1.0 Author-Name: Steven W. Rayburn Author-X-Name-First: Steven W. Author-X-Name-Last: Rayburn Author-Name: David A. Gilliam Author-X-Name-First: David A. Author-X-Name-Last: Gilliam Title: Using work design to motivate customer-oriented behaviors Abstract: Front-line employee (FLE) attitudes and behaviors while interacting with consumers largely determine the success or failure of service organizations. To better understand how this happens, this research moves beyond the oversimplified argument that managers either must hire or specifically train for workers to be customer oriented and to perform customer-oriented behaviors (COBs). A third path is proposed and empirically explored that suggests managers use work design to influence FLEs at work motivation to perform COBs. Specific work design levers managers can employ – manager support and serial/investiture socialization – are shown to impact FLE organizational commitment and role clarity with customers. Through these individual internal processes service organizations motivate front-line workers to perform desired COBs. Journal: The Service Industries Journal Pages: 339-355 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1219723 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1219723 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:339-355 Template-Type: ReDIF-Article 1.0 Author-Name: Tali Seger-Guttmann Author-X-Name-First: Tali Author-X-Name-Last: Seger-Guttmann Author-Name: Hana Medler-Liraz Author-X-Name-First: Hana Author-X-Name-Last: Medler-Liraz Title: Does emotional labor moderate customer participation and buying? Abstract: Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened. Journal: The Service Industries Journal Pages: 356-373 Issue: 7-8 Volume: 36 Year: 2016 Month: 6 X-DOI: 10.1080/02642069.2016.1219724 File-URL: http://hdl.handle.net/10.1080/02642069.2016.1219724 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:356-373 Template-Type: ReDIF-Article 1.0 Author-Name: Morné Weyers Author-X-Name-First: Morné Author-X-Name-Last: Weyers Author-Name: Louis Louw Author-X-Name-First: Louis Author-X-Name-Last: Louw Title: Framework for the classification of service standardisation Abstract: Literature on services refers to standardised services without describing what a standardised service is. This becomes problematic when attempting to apply a practice suited to standardised services to services that may not be standardised. A framework is developed to assess if a service is standardised or not. The methodology used is to use literature and apply examples to each dimension of the framework to give guidelines in assessing the level of standardisation of the individual dimensions and thus the overall service. The outcome is a qualitative framework with guidelines related to each dimension in improving the assessment of a service’s level of standardisation. This framework is applied to a case study to illustrate the application of the dimensions. The dimensions used as the basis of the framework are shown to be relevant as dimensions that describe the level of service standardisation. Journal: The Service Industries Journal Pages: 409-425 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1329419 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1329419 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:409-425 Template-Type: ReDIF-Article 1.0 Author-Name: Bedman Narteh Author-X-Name-First: Bedman Author-X-Name-Last: Narteh Author-Name: Mahmoud Abdulai Mahmoud Author-X-Name-First: Mahmoud Abdulai Author-X-Name-Last: Mahmoud Author-Name: Simon Amoh Author-X-Name-First: Simon Author-X-Name-Last: Amoh Title: Customer behavioural intentions towards mobile money services adoption in Ghana Abstract: This study examined the determinants of mobile money service usage intentions and assessed the effect of social influence (SI) on mobile money services adoption and behavioural intentions (BIs). The sample of the study comprised 300 mobile money service users in Ghana. Guided by the conceptual framework and two theories identified to have an effect on technology adoption and consumer behaviour, eight hypotheses were developed and tested using Structural Equation Modelling Techniques. It is discovered that perceived ease of use, perceived usefulness, perceived trust and perceived cost of use have a strong influence on mobile money service usage. The study found SI to have a significant effect on the adoption and BI. Providers ensure that their mobile application services are simple to operate, fulfil specific consumers’ needs, protect consumers’ accounts to ensure trust and are affordable, hence positively influencing consumers’ adoption of services. Journal: The Service Industries Journal Pages: 426-447 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1331435 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1331435 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:426-447 Template-Type: ReDIF-Article 1.0 Author-Name: Martin Joseph Gannon Author-X-Name-First: Martin Joseph Author-X-Name-Last: Gannon Author-Name: Ian W. F. Baxter Author-X-Name-First: Ian W. F. Author-X-Name-Last: Baxter Author-Name: Elaine Collinson Author-X-Name-First: Elaine Author-X-Name-Last: Collinson Author-Name: Ross Curran Author-X-Name-First: Ross Author-X-Name-Last: Curran Author-Name: Thomas Farrington Author-X-Name-First: Thomas Author-X-Name-Last: Farrington Author-Name: Steven Glasgow Author-X-Name-First: Steven Author-X-Name-Last: Glasgow Author-Name: Elliot M. Godsman Author-X-Name-First: Elliot M. Author-X-Name-Last: Godsman Author-Name: Keith Gori Author-X-Name-First: Keith Author-X-Name-Last: Gori Author-Name: Gordon R. A. Jack Author-X-Name-First: Gordon R. A. Author-X-Name-Last: Jack Author-Name: Sean Lochrie Author-X-Name-First: Sean Author-X-Name-Last: Lochrie Author-Name: Rebecca Maxwell-Stuart Author-X-Name-First: Rebecca Author-X-Name-Last: Maxwell-Stuart Author-Name: Andrew Craig MacLaren Author-X-Name-First: Andrew Craig Author-X-Name-Last: MacLaren Author-Name: Robert MacIntosh Author-X-Name-First: Robert Author-X-Name-Last: MacIntosh Author-Name: Kevin O’Gorman Author-X-Name-First: Kevin Author-X-Name-Last: O’Gorman Author-Name: Luke Ottaway Author-X-Name-First: Luke Author-X-Name-Last: Ottaway Author-Name: Rodrigo Perez-Vega Author-X-Name-First: Rodrigo Author-X-Name-Last: Perez-Vega Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Jamie Thompson Author-X-Name-First: Jamie Author-X-Name-Last: Thompson Author-Name: Ozge Yalinay Author-X-Name-First: Ozge Author-X-Name-Last: Yalinay Title: Travelling for Umrah: destination attributes, destination image, and post-travel intentions Abstract: This paper examines the links between cosmopolitanism, self-identity, and a desire for social interaction on perceived destination image and behavioural intentions. A model was tested using a sample of 538 Iranian visitors to Mecca for the purpose of Umrah. The result from the structural model suggests that destination attributes influence perceived destination image. Further, such tourists are likely to revisit or recommend Islamic destinations if their experience matches their perceived image of the destination. This implies that, while the religious characteristics of the destination remain important, destination managers cannot disregard the tangential, non-religious attributes of a destination which are crucial in order to satisfy more conventional tourist desires. As such, this study suggests that those managing religious travel destinations should endeavour to foster a welcoming image, where experience, interaction, and tolerance are at the forefront of the destination’s offering. Journal: The Service Industries Journal Pages: 448-465 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1333601 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1333601 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:448-465 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. J. Cheng Author-X-Name-First: Colin C. J. Author-X-Name-Last: Cheng Author-Name: Chwen Sheu Author-X-Name-First: Chwen Author-X-Name-Last: Sheu Title: When are strategic orientations beneficial for collaborative service innovation? Abstract: Despite the importance of collaborative innovation, the existing literature tends to be somewhat vague in identifying when strategic orientations are beneficial for service innovation between a focal firm and its business partners. The purpose of this study is to examine the relative effects of four strategic orientations (market, service, interaction, and learning) on collaborative service innovation performance, while considering the contextual factor of service offerings (basic installed base, maintenance, operational, and professional). Results based on survey data from 362 paired B2B firms show that learning orientation has the strongest effect on collaborative service innovation performance, and is the most effective for basic installed base services and maintenance services. In contrast, interaction orientation best supports those firms with operational services, while market and service orientations are more effective for professional services. Managers are advised to consider alternative strategic orientations individually aligned with service offerings to achieve desired collaborative service innovation outcomes. Journal: The Service Industries Journal Pages: 466-493 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1335713 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1335713 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:466-493 Template-Type: ReDIF-Article 1.0 Author-Name: Ali E. Akgün Author-X-Name-First: Ali E. Author-X-Name-Last: Akgün Author-Name: Halit Keskin Author-X-Name-First: Halit Author-X-Name-Last: Keskin Author-Name: Alev Koçak Alan Author-X-Name-First: Alev Author-X-Name-Last: Koçak Alan Title: Emotional prototypes, emotional memory usages, and customer satisfaction Abstract: In this study, we investigated the positive and negative emotion concepts in the prototype perspective and then tested them on customer satisfaction. By studying 612 customers in luxury restaurants, we found that two levels of customer emotions (i.e. positive and negative emotions) as a super-ordinate level, 4 positive emotions (i.e. contentment, happiness, love, and pride) and 5 negative emotions (i.e. anger, fear, sadness, shame, and disgust) as a basic level, and 49 specific emotions as a subordinate level are significantly related to customer satisfaction. We also examined the moderating role of emotional memory (EM) usage in the relationship between consumers’ emotions and their satisfaction. We found that product (food and beverage)-related EM strengthens and service-related EM usage weakens the relationship between customers’ negative emotions and their satisfaction. Interestingly, we found that positive and negative emotions are significantly related to customer satisfaction regardless of experience and store-related EM usage. Journal: The Service Industries Journal Pages: 494-520 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1336543 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1336543 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:494-520 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Yi Daphne Tsai Author-X-Name-First: Ching-Yi Daphne Author-X-Name-Last: Tsai Author-Name: Shih-Hao Wu Author-X-Name-First: Shih-Hao Author-X-Name-Last: Wu Author-Name: Stephen Chi-Tsun Huang Author-X-Name-First: Stephen Chi-Tsun Author-X-Name-Last: Huang Title: From mandatory to voluntary: consumer cooperation and citizenship behaviour Abstract: Customer participation of mandatory (ensuring the completion of a service delivery) and voluntary behaviours (achieving the optimal results of the service) influence the outcomes of service organizations. This study examines how service firms transform from coproduction to cocreation in sharing economy by enhancing customer voluntary behaviour through encouraging customer mandatory behaviour. This study explores the mediating effect of perceived value on the mandatory–voluntary relationship, and the driving effect of customer readiness on mandatory behaviour. A total of 181 valid questionnaires were collected from the Taiwanese bed and breakfast sector and analysed by structural equation analysis. The results reveal: (1) the strong impact of customer mandatory behaviour on voluntary behaviour, (2) the partial mediating effect of perceived value on the mandatory-voluntary relationship, and (3) the distinct effects that cooperation has on helping others and word-of-mouth. The findings support the influential roles of customer readiness factors, especially ability, on triggering mandatory behaviour. Journal: The Service Industries Journal Pages: 521-543 Issue: 7-8 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1337099 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1337099 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:7-8:p:521-543 Template-Type: ReDIF-Article 1.0 Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: Editorial Journal: The Service Industries Journal Pages: 1-4 Issue: 1 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1299850 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1299850 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:1:p:1-4 Template-Type: ReDIF-Article 1.0 Author-Name: Chan Hsiao Author-X-Name-First: Chan Author-X-Name-Last: Hsiao Author-Name: Yi-Hsuan Lee Author-X-Name-First: Yi-Hsuan Author-X-Name-Last: Lee Author-Name: Hao-Hsin Hsu Author-X-Name-First: Hao-Hsin Author-X-Name-Last: Hsu Title: Motivated or empowering antecedents to drive service innovation? Abstract: Which type of antecedents, motivated or empowering, can stimulate service innovation? We choose the empowering (team and worker empowerment) and motivated variables (creative self-efficacy and intrinsic motivation) as the four antecedents to investigate how they influence service innovation. Positive psychological capital (PPC) was chosen as a key mediator to examine whether the four antecedents have impacts on service innovation through PPC. Hierarchical linear modeling was adopted for analyses. This study provided the following findings: (a) the empowering factors have no positive effects on service innovation. (b) The motivated factors have significantly positive effects on service innovation. (c) PPC completely mediated the relationship between the empowering factors and service innovation and partially mediated the relationship between the motivated factors and service innovation. Our findings suggest that motivated factors have significantly positive influences on service innovation compared with empowering factors. We also confirm PPC as the mediating mechanism to stimulate service innovation. Journal: The Service Industries Journal Pages: 5-30 Issue: 1 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1284203 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1284203 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:1:p:5-30 Template-Type: ReDIF-Article 1.0 Author-Name: Giulia Nardelli Author-X-Name-First: Giulia Author-X-Name-Last: Nardelli Title: Innovation dialectics: an extended process perspective on innovation in services Abstract: Services are characterised by the involvement of customers and other interest groups in the innovation process. The aim of this study is to understand how and why, in the service context, tensions and potential conflicts between heterogeneous interest groups unfold during processes of innovation. The empirical field in which the investigation was set is facility services, a type of business-to-business support services. The findings were extracted from a longitudinal, in-depth case study of a Danish, multi-national organisation over 13 years, complemented with an explorative study in the Danish facility service context. The findings suggest that tensions and conflicts between heterogeneous interest groups are an intrinsic element of innovation processes in services, and that emphasising them might actually support a clearer understanding of processes of innovation in services. The outcome of the analysis is a process model, which proposes innovation dialectics as one of the driving mechanisms of innovation in services. Journal: The Service Industries Journal Pages: 31-56 Issue: 1 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1289513 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1289513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:1:p:31-56 Template-Type: ReDIF-Article 1.0 Author-Name: Federico Adrodegari Author-X-Name-First: Federico Author-X-Name-Last: Adrodegari Author-Name: Nicola Saccani Author-X-Name-First: Nicola Author-X-Name-Last: Saccani Title: Business models for the service transformation of industrial firms Abstract: This study comprehensively reviews the literature on the service transformation of industrial firms, applying the business model (BM) perspective. Despite the wide use of the BM terminology, a true BM approach to this phenomenon is an emergent trend. We provide a threefold contribution to the research debate. First, we identify the reasons of relevance of such a BM approach to the service transformation phenomenon. Second, based on a reference model, we provide a characterization of the service transformation literature according to the BM perspective, both from the structural and the content standpoints. Third, we outline four future research directions: (i) the comprehensive and detailed structural description of BMs; (ii) the adoption of a differentiated approach to BMs; (iii) the internal and external factors affecting the choice of BMs; (iv) the transition paths. Journal: The Service Industries Journal Pages: 57-83 Issue: 1 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1289514 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1289514 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:1:p:57-83 Template-Type: ReDIF-Article 1.0 Author-Name: Fiona Edgar Author-X-Name-First: Fiona Author-X-Name-Last: Edgar Author-Name: Alan Geare Author-X-Name-First: Alan Author-X-Name-Last: Geare Author-Name: David Saunders Author-X-Name-First: David Author-X-Name-Last: Saunders Author-Name: Maike Beacker Author-X-Name-First: Maike Author-X-Name-Last: Beacker Author-Name: Ilai Faanunu Author-X-Name-First: Ilai Author-X-Name-Last: Faanunu Title: A transformative service research agenda: a study of workers’ well-being Abstract: Interest in workers’ well-being is mounting – a key driver being the growing recognition that well-being is linked to performance. Utilizing a transformative service research (TSR) agenda, this study examines how people management practices impact the well-being of hospitality and retail workers. Comparing the experiences of permanent and precarious workers, we find it is not employment practices per se that promulgate feelings of insecurity and inferiority; rather, it is the attributions ascribed to them. This has practical implications. Most notably, some of the deleterious effects of precarious employment might be mitigated where careful attention is paid to the motives underlying an organization’s people management practices. Theoretically, TSR offers a more expansive lens for understanding the social exchange occurring in both employment relationships and service encounters, thus contributing significantly to knowledge on mutual gains theories. These findings and their implications are discussed in detail in the paper. Journal: The Service Industries Journal Pages: 84-104 Issue: 1 Volume: 37 Year: 2017 Month: 1 X-DOI: 10.1080/02642069.2017.1290797 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1290797 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:1:p:84-104 Template-Type: ReDIF-Article 1.0 Author-Name: Victor John M. Cantor Author-X-Name-First: Victor John M. Author-X-Name-Last: Cantor Author-Name: Richard C. Li Author-X-Name-First: Richard C. Author-X-Name-Last: Li Title: Matching service failures and recovery options toward satisfaction Abstract: Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisfaction. Using a scenario-based survey approach and structural equation modeling, the results are failure severity negatively relates to satisfaction; recovery justices positively relates to satisfaction regardless of the level of failure severity; complaining behavior strengthens (weakens) the relationship between the failure severity (recovery justices) and satisfaction; and relationship quality is a stronger predictor of post-purchase behavioral intentions than satisfaction. A service recovery matrix is proposed to depict appropriate recovery options for different situations. Journal: The Service Industries Journal Pages: 901-924 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1450868 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1450868 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:901-924 Template-Type: ReDIF-Article 1.0 Author-Name: Dawid Szutowski Author-X-Name-First: Dawid Author-X-Name-Last: Szutowski Title: Innovation source, advancement stage and company stock returns Abstract: The purpose of this paper was to measure the short- and long-term impact of innovation announcements on the stock returns of service companies. In order to study the predictors of the abnormal stock returns, the study takes the adoption and diffusion theory as its conceptual background. The research was based on an event study and buy-and-hold methods. It encompassed 398 announcements released for 121 companies in EU member states between February 2011 and December 2016. The study deepens the dialogue on the role of the source of innovation and its advancement stage. It indicates a positive market reaction to high innovation advancement stage announcements in comparison to low advancement stage ones. Furthermore, it suggests a positive market reaction to in-house development in comparison to collaborative development and copying. Finally, the research signals that the innovation advancement stage complements its source by clarifying its relationship with abnormal market value changes. Journal: The Service Industries Journal Pages: 925-942 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1450869 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1450869 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:925-942 Template-Type: ReDIF-Article 1.0 Author-Name: Aviad A. Israeli Author-X-Name-First: Aviad A. Author-X-Name-Last: Israeli Author-Name: Seonjeong Ally Lee Author-X-Name-First: Seonjeong Ally Author-X-Name-Last: Lee Author-Name: Aryn C. Karpinski Author-X-Name-First: Aryn C. Author-X-Name-Last: Karpinski Title: The relationship between Internet addiction and negative eWOM Abstract: Customers prevalently use social media (SM) to post their experiences and to review others’ experiences. This study investigated how Internet addiction (IA) influenced customers’ word-of-mouth behaviors on SM after a service failure, focusing on both young and older customers. Two experiments were conducted. The first study was conducted with young customers and second experiment with older customers. Results suggest that the group of young customers had significantly higher levels of IA, compared to older customers. The analysis identified that IA and functional/technical service failure partially influenced four negative types of electronic word-of-mouth (eWOM) (i.e. Badmouthing, Tattling, Spite, and Feeding the Vultures). Both young and older customers tended to show more negative eWOM types for technical service failures. For the functional service failures, IA was the main predictor of negative eWOM for both young and older customers. Journal: The Service Industries Journal Pages: 943-965 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1453501 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1453501 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:943-965 Template-Type: ReDIF-Article 1.0 Author-Name: Javier Morales Mediano Author-X-Name-First: Javier Author-X-Name-Last: Morales Mediano Author-Name: José L. Ruiz-Alba Author-X-Name-First: José L. Author-X-Name-Last: Ruiz-Alba Title: New perspective on customer orientation of service employees: a conceptual framework Abstract: Customer orientation of service employees (COSE) refers to the capacity and skills of employees to (1) identify, understand and satisfy their clients’ needs, and (2) act to that end. The COSE model has been used extensively to assess customer orientation of service employees within different settings. However, minimal modifications from the original have been presented so far, and the proposed settings were unrelated to highly relational services such as private banking (PB). PB is defined as the services specifically designed to satisfy the financial needs of high net worth individuals (HNWI); they are usually delivered by only one contact person – the private banker. Thus, PB is based on a personal and long-lasting relationship between the private banker and the client. Drawing on the literature regarding customer orientation and PB, trust, loyalty and word of mouth are identified as the potential consequences of COSE, improving on previous models. These new propositions are accompanied by a conceptual framework of COSE that is able to address the PB particularities by considering some moderating variables that are inherent to the PB service (customer segment and type of banking firm). Further avenues for research are then charted in light of the new conceptual framework developed. Journal: The Service Industries Journal Pages: 966-982 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1455830 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1455830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:966-982 Template-Type: ReDIF-Article 1.0 Author-Name: Wan-Chu Yen Author-X-Name-First: Wan-Chu Author-X-Name-Last: Yen Author-Name: Hsin-Hui Lin Author-X-Name-First: Hsin-Hui Author-X-Name-Last: Lin Author-Name: Yi-Shun Wang Author-X-Name-First: Yi-Shun Author-X-Name-Last: Wang Author-Name: Ying-Wei Shih Author-X-Name-First: Ying-Wei Author-X-Name-Last: Shih Author-Name: Kai-Hong Cheng Author-X-Name-First: Kai-Hong Author-X-Name-Last: Cheng Title: Factors affecting users’ continuance intention of mobile social network service Abstract: This study investigates the factors that influence users’ intention to continue using social network service applications (apps) on mobile devices. We drew on the uses and gratifications (U&G) paradigm and innovation diffusion theory; these were augmented with the factors that characterize mobile social network service (MSNS) usage. The proposed framework explained the relationships between these factors and the intention to continue using MSNS apps. A web-based survey was used to collect data for analysis. The results indicated that critical mass, mobility, compatibility, purposive value, and entertainment value were important drivers of users’ intention to continue using MSNS apps. The findings contribute to existing U&G paradigm, innovation diffusion theory, and MSNS usage literature. The paper closes with a discussion of useful insights relevant to researchers and practitioners in terms of developing and implementing MSNS apps that have high retention rates. Journal: The Service Industries Journal Pages: 983-1003 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1454435 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1454435 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:983-1003 Template-Type: ReDIF-Article 1.0 Author-Name: Tomaž Kolar Author-X-Name-First: Tomaž Author-X-Name-Last: Kolar Author-Name: Vanja Erčulj Author-X-Name-First: Vanja Author-X-Name-Last: Erčulj Author-Name: Lidija Weis Author-X-Name-First: Lidija Author-X-Name-Last: Weis Title: Multigroup validation of the service quality, customer satisfaction and performance links in higher education Abstract: The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions. Journal: The Service Industries Journal Pages: 1004-1028 Issue: 13-14 Volume: 39 Year: 2019 Month: 10 X-DOI: 10.1080/02642069.2018.1460361 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1460361 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:13-14:p:1004-1028 Template-Type: ReDIF-Article 1.0 Author-Name: Tugba Gurcaylilar-Yenidogan Author-X-Name-First: Tugba Author-X-Name-Last: Gurcaylilar-Yenidogan Title: How to reduce coordination failure in option-dated forward contracts: the compensatory role of relational governance Abstract: The aim of this study is to explore the relationship between prior ties and informal norms in achieving interorganizational coordination as an outcome of exchange efficiency. The data from the hotels operating in the Antalya tourism region show that prior ties reduce the potential for unfair rents from ex post renegotiations in flexible contractual settings. Hence, informal norms from prior ties result in enhancing efficiency of interorganizational exchange relationships with a consistent and effective management of operational risks from external environment. Overall, this study contributes to the governance literature by exemplifying compensatory role of relational governance from prior ties in coordination failure of option-dated forward contracts. Journal: The Service Industries Journal Pages: 567-588 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1337750 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1337750 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:567-588 Template-Type: ReDIF-Article 1.0 Author-Name: Ashlea Kellner Author-X-Name-First: Ashlea Author-X-Name-Last: Kellner Title: Human resource management standardisation and adaptation in franchises Abstract: Franchising is synonymous with standardisation and control, to achieve system-wide efficiencies and consistency in the brand image. Scholarly literature on human resource management (HRM) in this context has, to date, been relatively one-dimensional, discussing standardisation of HRM from the franchisor’s perspective with insufficient consideration of the role and experiences of franchisees. This article seeks to extend the concept of core and peripheral franchising components to HRM activities, presenting findings from a three-case study of Australian coffee franchises. The findings suggest reframing HRM in franchises as two separate but potentially overlapping systems managed by franchisor and franchisee, with core and peripheral elements that may or may not align. Subsequent outcomes of misalignment for the franchise relationship are considered, and resulting franchisee HRM behaviours are illustrated in a Franchisee HRM Response Matrix. Journal: The Service Industries Journal Pages: 545-566 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1339794 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1339794 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:545-566 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Liang Chen Author-X-Name-First: Chun-Liang Author-X-Name-Last: Chen Title: Service providers’ sustainable service innovation: service-dominant logic Abstract: This study examined the service innovation in different service providers with multiple case-study approach. From the perspective of service-dominant logic, four service innovation development models can be distinguished in Technology Development Program companies in Taiwan, including service system integrator and niche market, innovative service solution provider and niche market, innovative service solution provider and mass market, and service system integrator and mass market. Service providers develop ICT platforms, customer relationship management systems, community commerce services, and multi-channel services that are appropriate for a specific industry. On the one hand, active improvement of ICT service system integration extends company capabilities toward external cooperative partners through the provision of integrated product services and comprehensive solutions. On the other hand, innovative service solutions optimize consumer experience and customer relationship management and improve business effectiveness and reduce operations costs due to an important role assigned to services and experience in product sales. Journal: The Service Industries Journal Pages: 628-656 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1340456 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1340456 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:628-656 Template-Type: ReDIF-Article 1.0 Author-Name: G. Scott Erickson Author-X-Name-First: G. Scott Author-X-Name-Last: Erickson Author-Name: Helen N. Rothberg Author-X-Name-First: Helen N. Author-X-Name-Last: Rothberg Title: Healthcare and hospitality: intangible dynamics for evaluating industry sectors Abstract: In order to assess potentially profitable exchanges across the healthcare and hospitality industries, this paper reviews intangibles theory, ranging from big data through knowledge assets (explicit and tacit) to intelligence, establishing the potential value from each and best practices for managing. Metrics are offered for the assessment of firms and industries according to these intangibles. Based on the metrics, intangible practices can be identified in all the industry sectors across healthcare as well as from hospitality sectors. Similarities are identified between hospitality and specific healthcare sectors (retail pharmacies have most in common with hospitality firms, both possessing strong data and explicit knowledge capabilities). Implications for strategy, competition, and intangibles management systems can also be drawn (chiefly process and customer relationship data and knowledge leading to operational and marketing excellence). Journal: The Service Industries Journal Pages: 589-606 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1346628 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1346628 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:589-606 Template-Type: ReDIF-Article 1.0 Author-Name: Hüseyin Arasli Author-X-Name-First: Hüseyin Author-X-Name-Last: Arasli Author-Name: Reza Bahman Teimouri Author-X-Name-First: Reza Author-X-Name-Last: Bahman Teimouri Author-Name: Hasan Kiliç Author-X-Name-First: Hasan Author-X-Name-Last: Kiliç Author-Name: Iman Aghaei Author-X-Name-First: Iman Author-X-Name-Last: Aghaei Title: Effects of service orientation on job embeddedness in hotel industry Abstract: This research aims to develop and analyze a model that depicts work engagement (WE) as a mediator of the relationship between job embeddedness and service orientation. Specifically, the model examines external environmental factors (EEFs) as moderator of the effects of service orientation and job embeddedness in the hospitality industry. All data used for this study were gathered in Iran from hotels frontline employees with a two-weeks’ time lag. These relationships mentioned above were analyzed using AMOS 22.0. It was discovered in the results that WE was indeed a partial mediator and that EEFs indeed moderated the effects of service orientation on job embeddedness with adequate empirical support. The implications of the findings for the managers, the study limitations, and future research recommendations were also discussed. Journal: The Service Industries Journal Pages: 607-627 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1349756 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1349756 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:607-627 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Political branding in turbulent times Journal: The Service Industries Journal Pages: 681-683 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1351098 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1351098 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:681-683 Template-Type: ReDIF-Article 1.0 Author-Name: Rebekah Russell-Bennett Author-X-Name-First: Rebekah Author-X-Name-Last: Russell-Bennett Author-Name: Charmaine Glavas Author-X-Name-First: Charmaine Author-X-Name-Last: Glavas Author-Name: Josephine Previte Author-X-Name-First: Josephine Author-X-Name-Last: Previte Author-Name: Charmine E. J. Härtel Author-X-Name-First: Charmine E. J. Author-X-Name-Last: Härtel Author-Name: Geoff Smith Author-X-Name-First: Geoff Author-X-Name-Last: Smith Title: Designing a medicalized wellness service: balancing hospitality and hospital features Abstract: Medicalized environments around the world are challenged with making trade-offs between the clinical nature of the service and the customer service elements needed to deliver the service. Many medicalized wellness services have yet to achieve an effective balance between their hospitality and hospital features to generate loyalty (repeat patronage). We present a case study of a blood service organization in a developed country that, at the time of data collection (2011), was working to resolve tension between clinical goals and expectations of Millennial donors. The results identified seven principles: ‘control over booking and service interactions’; ‘build social connections’; ‘offer a luxury, indulgent experience’; ‘build relationship with customer beyond the “medical” procedure’. The three remaining principles related to hospital-like features: ‘hide the functional/medical features of the service experience’; ‘demystify the “hidden” processes’; ‘ability for the physical service environment to be modified by the customer’. Journal: The Service Industries Journal Pages: 657-680 Issue: 9-10 Volume: 37 Year: 2017 Month: 6 X-DOI: 10.1080/02642069.2017.1354988 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1354988 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:9-10:p:657-680 Template-Type: ReDIF-Article 1.0 Author-Name: Michael C. Peasley Author-X-Name-First: Michael C. Author-X-Name-Last: Peasley Author-Name: Joshua T. Coleman Author-X-Name-First: Joshua T. Author-X-Name-Last: Coleman Author-Name: Marla B. Royne Author-X-Name-First: Marla B. Author-X-Name-Last: Royne Title: Charitable motivations: the role of prestige and identification Abstract: The pinnacle of engagement for a nonprofit is a donation, yet as donations decline and competition increases, some nonprofits risk becoming obsolete. Why does an individual donate? What drives his or her decision? Two constructs are found to be vital in inducing action: prestige and identification. In an increasingly competitive landscape, we hypothesize that organizations can use prestige building activities as a critical strategy to an organization in achieving identification, thus increasing donations. The present study sheds light on the underlying mechanisms through which prestige effects on donation intentions materialize through the mediator of identification. Journal: The Service Industries Journal Pages: 265-281 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1370457 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1370457 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:265-281 Template-Type: ReDIF-Article 1.0 Author-Name: Per Echeverri Author-X-Name-First: Per Author-X-Name-Last: Echeverri Title: Co-creating sociality: organizational identity and marketing in voluntary organizations Abstract: A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create up-lifting services. Journal: The Service Industries Journal Pages: 282-302 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1374373 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1374373 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:282-302 Template-Type: ReDIF-Article 1.0 Author-Name: Pratik Modi Author-X-Name-First: Pratik Author-X-Name-Last: Modi Author-Name: Gurjeet Kaur Sahi Author-X-Name-First: Gurjeet Kaur Author-X-Name-Last: Sahi Title: The meaning and relevance of internal market orientation in nonprofit organisations Abstract: A large number of nonprofit organisations (NPOs) deliver welfare services in developing countries. Many find it difficult to retain their staff and to increase beneficiary satisfaction, which negatively affect their mission achievement activities. This research shows that internal market orientation (IMO) can help field-based NPOs address the managerial challenges. Towards this end, this research validates Lings and Greenley’s [(2005). Measuring internal market orientation. Journal of Service Research, 7(3), 290–305.] scale to measure IMO in field-based NPOs and establishes IMO’s relevance for them. Data from 370 NPOs were analysed using confirmatory factor analysis to validate the IMO construct in the nonprofit context, and structural equation modelling to show that IMO improves beneficiary satisfaction and staff retention rates in NPOs. The study enhances our understanding of IMO in NPOs and offers important managerial implications. Journal: The Service Industries Journal Pages: 303-320 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1376660 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1376660 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:303-320 Template-Type: ReDIF-Article 1.0 Author-Name: Teresa Proença Author-X-Name-First: Teresa Author-X-Name-Last: Proença Author-Name: João F. Proença Author-X-Name-First: João F. Author-X-Name-Last: Proença Author-Name: Carla Costa Author-X-Name-First: Carla Author-X-Name-Last: Costa Title: Enabling factors for developing a social services network Abstract: This paper discusses the main factors contributing to the development of networks between public, nonprofit and private organizations providing social services. Industrial marketing and purchasing literature was mobilized to analyze those networks, and a case study research was used to discuss how actors, activities and resources are interrelated to produce a collective and cooperative action to provide social services to population. The research has contributions for theory and practice. First, the ongoing interaction and exchange, through the implementation of collective activities leads to building ties and stable relationships that contribute to the mobilization of stakeholders. Second, the informality of interactions facilitates relationship building among stakeholders insofar as it facilitates the coordination and cooperation in the network, reinforcing trust relationships. Finally, performing collective activity requires that the actors interact, share resources, adapt their internal structures and develop interdependencies between actors, resources and activities, leading to the development of the perceived network value. Journal: The Service Industries Journal Pages: 321-342 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1377189 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1377189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:321-342 Template-Type: ReDIF-Article 1.0 Author-Name: Jennifer O’Loughlin Banks Author-X-Name-First: Jennifer Author-X-Name-Last: O’Loughlin Banks Author-Name: Maria M. Raciti Author-X-Name-First: Maria M. Author-X-Name-Last: Raciti Title: Perceived fear, empathy and financial donations to charitable services Abstract: Charities are non-profit services that address diverse social needs. As securing financial donations is critical to their continued operation, they engage in a range of fund-raising activities. Central to successful fund-raising is understanding what motivates people to give money. Thus, this research investigates the role of donors’ perceived fear and empathy, and how these influence the size of self-reported financial donations. Findings from the initial qualitative study (n = 32) informed the subsequent national quantitative main study (n = 400). Logistic regression revealed perceived fear and empathy as significant predictors, with perceived fear playing a lesser role and empathy playing a greater role in the self-reported donation of larger amounts of money to charities. These findings can assist charities with maximising their fund-raising efforts considering the growing competition for donors’ dollars, enabling them to provide a range of services which benefit society. Journal: The Service Industries Journal Pages: 343-359 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1402888 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1402888 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:343-359 Template-Type: ReDIF-Article 1.0 Author-Name: Cristobal Barra Author-X-Name-First: Cristobal Author-X-Name-Last: Barra Author-Name: Geah Pressgrove Author-X-Name-First: Geah Author-X-Name-Last: Pressgrove Author-Name: Eduardo Torres Author-X-Name-First: Eduardo Author-X-Name-Last: Torres Title: Trust and commitment in the formation of donor loyalty Abstract: This cross-national study empirically tests a model that explains the ways in which trust and commitment lead to loyalty in the organization–donor relationship. This research fills a gap in the literature by contrasting the formation of loyalty in a developing nation, with the national culture in which the framework was initially developed. Findings indicate that while trust and commitment are significant in the formation of behavioral loyalty in both Latin America and the United States, this relationship is mediated by cognitive and affective loyalty. The respective contributions of affective and cognitive loyalty are, however, different based on cultural context. In Latin America, the model is more affectively focused, whereas in the United States it is more cognitively focused. Theoretical, practical and managerial implications are discussed. Journal: The Service Industries Journal Pages: 360-377 Issue: 5-6 Volume: 38 Year: 2018 Month: 4 X-DOI: 10.1080/02642069.2017.1405937 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1405937 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:5-6:p:360-377 Template-Type: ReDIF-Article 1.0 Author-Name: Hyeon-Mo Jeon Author-X-Name-First: Hyeon-Mo Author-X-Name-Last: Jeon Author-Name: Faizan Ali Author-X-Name-First: Faizan Author-X-Name-Last: Ali Author-Name: Shin-Woo Lee Author-X-Name-First: Shin-Woo Author-X-Name-Last: Lee Title: Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings Abstract: This study examines customers’ adoption and acceptance of smartphone apps to book their flight tickets. By integrating customers’ innovativeness, involvement and perceived trust as additional variables, this study extends the Unified Theory of Acceptance and Use of Technology (UTAUT) and proposes a theoretical model that includes seven explanatory variables of the customers’ behavioural intentions: performance expectancy, effort expectancy, social influence, facilitating conditions, customers’ innovativeness, customers’ involvement and perceived trust. Data were collected from 369 customers who had booked their flight tickets via smartphone apps and was further analysed by employing partial least squares (PLS). Findings suggest that performance expectancy, facilitating conditions, customer innovativeness and perceived trust are positive and significant determinants of customers’ intentions to book their flight tickets on smartphone apps. Accordingly, several important implications for academics and industry decision makers are formulated. Journal: The Service Industries Journal Pages: 385-402 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1437908 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1437908 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:385-402 Template-Type: ReDIF-Article 1.0 Author-Name: Manish Gupta Author-X-Name-First: Manish Author-X-Name-Last: Gupta Author-Name: Musarrat Shaheen Author-X-Name-First: Musarrat Author-X-Name-Last: Shaheen Author-Name: Manoj Das Author-X-Name-First: Manoj Author-X-Name-Last: Das Title: Engaging employees for quality of life: mediation by psychological capital Abstract: The objective of this study is to examine the mediating role of psychological capital (PsyCap) between work engagement and the six dimensions of quality of work life (QoWL). Data were collected from the employees working in the accident and emergency department of tertiary hospitals in India involved in rendering emergency healthcare services. Structural analysis showed that PsyCap fully mediates the relationship between work engagement and control at work and partially between work engagement and the other five dimensions of QoWL. These results augment broaden and build theory by explaining the role of PsyCap in channelizing the positive effect of work engagement to improve employees’ QoWL. Hospitals with the accident and emergency department are encouraged to recruit psychologically capable employees. Such employees can transfer the benefits of their personal resources and engagement to the quality of life at work and be less prone to burnout. Journal: The Service Industries Journal Pages: 403-419 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1462799 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1462799 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:403-419 Template-Type: ReDIF-Article 1.0 Author-Name: Emine Mediha Sayil Author-X-Name-First: Emine Mediha Author-X-Name-Last: Sayil Author-Name: Ayse Akyol Author-X-Name-First: Ayse Author-X-Name-Last: Akyol Author-Name: Gulhayat Golbasi Simsek Author-X-Name-First: Gulhayat Author-X-Name-Last: Golbasi Simsek Title: An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey Abstract: Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty. Journal: The Service Industries Journal Pages: 420-461 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1516755 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1516755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:420-461 Template-Type: ReDIF-Article 1.0 Author-Name: Sohel Ahmed Author-X-Name-First: Sohel Author-X-Name-Last: Ahmed Author-Name: Ding Hooi Ting Author-X-Name-First: Ding Hooi Author-X-Name-Last: Ting Title: The shopping list in goal-directed shopping: scale development and validation Abstract: This paper aims to develop and validate a shopping list scale in a goal-directed shopping context based on three complementary study phases (and literature review): shopper interviews (exploratory stage to identify the items and dimensions), a pilot study with 162 respondents for scale purification, and a refined questionnaire administered to 213 respondents (to establish reliability, convergent, discriminant and nomological validity). An exploratory factor analysis shows that the items load onto four factors: memory aid, money controller, shopping controller, and deviation controller. We performed confirmatory factor analysis to test the model and check for reliability and validity of the anticipated scale. The model fit and reliability levels are acceptable, as are the convergent and discriminant validities of the scale. The scale is a second-order factor, thus satisfying nomological validity. The shopping list scale should be of interest to researchers and retail managers in exploring factors and outcomes of goal-directed shopper behaviour. Journal: The Service Industries Journal Pages: 319-342 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1532997 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1532997 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:319-342 Template-Type: ReDIF-Article 1.0 Author-Name: Uglješa Stankov Author-X-Name-First: Uglješa Author-X-Name-Last: Stankov Author-Name: Viachaslau Filimonau Author-X-Name-First: Viachaslau Author-X-Name-Last: Filimonau Title: Reviving calm technology in the e-tourism context Abstract: Tourism industry practitioners should understand the controversial nature of the information and communication technology (ICT) proliferation to ensure that ICT solutions do not consume too much of consumer attention, thus jeopardising enjoyment of tourism services. The concept of calm technology or calm design serves this purpose. Calm design suggests that technology should quietly recede in the background and come into play with users when and if required, thus delivering and/or enhancing a desired consumer experience. Although this concept is of relevance to e-tourism, it has never been considered within. This is where this paper contributes to knowledge as, for the first time, it introduces calm design into the e-tourism realm and critically evaluates the determinants of its broader adoption within the tourism industry. It places calm design in the e-tourism context, discusses its implications for customer service management, supply chain management and destination management, and discloses opportunities for future research. Journal: The Service Industries Journal Pages: 343-360 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1544619 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1544619 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:343-360 Template-Type: ReDIF-Article 1.0 Author-Name: Mintak Han Author-X-Name-First: Mintak Author-X-Name-Last: Han Author-Name: Yongtae Park Author-X-Name-First: Yongtae Author-X-Name-Last: Park Title: Developing smart service concepts: morphological analysis using a Novelty-Quality map Abstract: Among many techniques for generating new service ideas, morphological analysis has been used due to the advantage of decomposing the system into dimensions and shapes and bringing creative results in the process of recombining them. However, with the rise of smart service systems, the determination of dimensions and shapes has become a critical problem, particularly as both their structure and components become complex. This research focuses on a data-driven approach by incorporating mobile app service documents to increase objectivity and diversity in the construction of a morphology matrix. To this end, firstly, the novelty-quality map is developed to identify innovative data based on quantitative indicators. Secondly, morphological analysis is employed along with experts’ judgment in order to generate new smart service concepts. Finally, the feasibility and effectiveness of the proposed approach are shown based on a comparative analysis with conventional approaches and real services through a case study of smart home. Journal: The Service Industries Journal Pages: 361-384 Issue: 5-6 Volume: 39 Year: 2019 Month: 4 X-DOI: 10.1080/02642069.2018.1548616 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1548616 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:361-384 Template-Type: ReDIF-Article 1.0 Author-Name: Marike Venter de Villiers Author-X-Name-First: Marike Author-X-Name-Last: Venter de Villiers Author-Name: Anna Visnenza Author-X-Name-First: Anna Author-X-Name-Last: Visnenza Author-Name: Neo Phiri Author-X-Name-First: Neo Author-X-Name-Last: Phiri Title: Importance of location and product assortment on flea market loyalty Abstract: Recent trends in consumerism have highlighted the proliferation of the global flea market economy, which contributes significantly to the growing informal sector. Although a number of studies have explored the present topic within different contexts, few studies have addressed the factors that contribute to flea market loyalty among Millennial consumers. The purpose of the present paper is therefore to investigate the influence of market location and product assortment on market loyalty and the inter-construct relationships of market experience and purchase intention. By means of a quantitative study, 280 self-administered questionnaires were distributed amongst Millennial consumers. The data analysis was done using Structural Equation Modelling (SEM) in SPSS 23 and AMOS 23. The results indicated that all seven proposed hypotheses were significant. In other words, market location, product assortment and market experience positively influence consumer’s purchase intention and market loyalty. This paper is of paramount importance to brands and retailers who wish to expand their distribution network to the informal market economy, also known as the flea market economy. Marketers should realize the importance of the market’s location and the product assortment when investing in the flea market economy. The results of this paper contribute to literature in the informal market economy, which is rapidly expanding. Journal: The Service Industries Journal Pages: 650-668 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2017.1410541 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1410541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:650-668 Template-Type: ReDIF-Article 1.0 Author-Name: Hatice Imamoğlu Author-X-Name-First: Hatice Author-X-Name-Last: Imamoğlu Author-Name: Salih Katircioğlu Author-X-Name-First: Salih Author-X-Name-Last: Katircioğlu Author-Name: Cem Payaslioğlu Author-X-Name-First: Cem Author-X-Name-Last: Payaslioğlu Title: Financial services spillover effects on informal economic activity: evidence from a panel of 20 European countries Abstract: This study aims to investigate the spillover effects of the financial services sector development on the size of informal economic activity in the case of the European Union (EU) countries. The results from panel data analysis show that there exists an inverted U-shaped relationship between financial services and informal economic activity in the EU; that is, at the initial levels of the financial development, the reaction of informal economic activity is positive while it becomes negative at the further stages of the financial development in the EU. Thus, this study finds that financial services sector is a major contributor to changes in the volume of informal economic activity in the EU countries. Journal: The Service Industries Journal Pages: 669-687 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2017.1423056 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1423056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:669-687 Template-Type: ReDIF-Article 1.0 Author-Name: David Littlewood Author-X-Name-First: David Author-X-Name-Last: Littlewood Author-Name: Peter Rodgers Author-X-Name-First: Peter Author-X-Name-Last: Rodgers Author-Name: Junhong Yang Author-X-Name-First: Junhong Author-X-Name-Last: Yang Title: ‘The price is different depending on whether you want a receipt or not’: examining the purchasing of goods and services from the informal economy in South-East Europe Abstract: Research on the informal economy has largely focussed on supply-side issues, addressing questions like what motivates individuals to work in the informal economy and how can governments tackle this phenomenon. To date, much less attention has been given to demand-side aspects, examining issues around who purchases goods and services from the informal economy, why, and to what extent there are variations according to demographic, socio-economic and geographic dimensions. This paper addresses this imbalance by examining the purchasing of goods and services from the informal economy in South-East Europe. Firstly, this paper identifies the prevalence of such informal purchasing in South-East Europe as well as who undertakes such purchasing. Next, it examines the relative significance of cost factors, social factors and failures in the formal economy, in motivating such purchasing. Finally, it explores variability in the significance of these motivators based on individual-level factors, within and across three South-East European countries. Journal: The Service Industries Journal Pages: 688-707 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1444032 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1444032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:688-707 Template-Type: ReDIF-Article 1.0 Author-Name: Adrian V. Horodnic Author-X-Name-First: Adrian V. Author-X-Name-Last: Horodnic Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Title: Informal payments by patients for health services: prevalence and determinants Abstract: The aim of this paper is to explain the prevalence of informal payments in the health services sector in Southern Europe using the lens of institutional theory. To evaluate whether informal payments prevail due to formal institutional failures which lead to an asymmetry between the laws and regulations (formal institutions) and the unwritten rules (informal institutions), an analysis is undertaken of 2013 Eurobarometer survey data on the propensity to make informal payments by patients in Southern Europe. A strong association is found between the extent to which formal and informal institutions are unaligned, and the prevalence of informal payments, and such payments are found to be more likely when there is a lack of modernisation of governance coupled with a low range and reach of health services provision, lower health outcomes and systems focus on curative rather than preventative health services. The theoretical and policy implications are then explored. Journal: The Service Industries Journal Pages: 841-855 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1450870 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1450870 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:841-855 Template-Type: ReDIF-Article 1.0 Author-Name: Tufan Ekici Author-X-Name-First: Tufan Author-X-Name-Last: Ekici Author-Name: Mustafa Besim Author-X-Name-First: Mustafa Author-X-Name-Last: Besim Title: Shadow price of working in the shadows: services industry evidence Abstract: In this paper, we use an exogenous policy variation in the labour market to determine the wage gap between formally and informally employed workers. For our purposes, ‘informal employment’ describes employees who are not officially registered with any social security scheme. We use self-reported employee registration status to identify such workers, but the choice of working unregistered is not exogenous. Nevertheless, through an amnesty that was extended to only some workers in the labour market, we reduce the endogeneity problem, enabling estimation of the wage gap between these two groups. Our two-stage least square estimates reveal that the hourly wage penalty of working in the shadows is as high as 59%, and the monthly salary penalty is around 66%. Moreover, the wage gap is higher (as high as 70%) for those working in the services sector, as unregistered workers in this sector tend to be low skilled and low educated, and the monitoring of this sector is more difficult. Our analysis contributes to the literature by using an instrumental variable to treat the endogeneity of workers’ registration status. In addition, it shows that people working informally in the services industry receive a higher average wage penalty than other informally employed workers. Journal: The Service Industries Journal Pages: 708-722 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1467402 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1467402 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:708-722 Template-Type: ReDIF-Article 1.0 Author-Name: Godwin Dube Author-X-Name-First: Godwin Author-X-Name-Last: Dube Title: The design and implementation of minibus taxi presumptive taxes Abstract: This paper assesses the design of Zimbabwe’s minibus taxi presumptive taxes that were first implemented in 2005 and evaluates them in terms of administrative effectiveness, equity and economic efficiency. The implications of these factors on tax compliance are also analysed. A mixed-methods approach was used where quantitative data were complemented by qualitative interviews with taxi operators and key informants from the country’s tax authority. The results suggest that presumptive taxes were poorly designed and administered with many operators going untaxed. The ‘informal taxes’ (bribes and ‘fees’) levied by corrupt officials, ‘committees’ and touts also resulted in taxes that did not promote equity or efficiency. Despite the numerous challenges identified, the article highlights key lessons for countries that are also trying to tax minibus taxis such as the importance of negotiating with taxi associations around taxation and the encouragement of quasi-voluntary compliance through the implementation of well-researched turnover-based presumptive taxes. Journal: The Service Industries Journal Pages: 723-741 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1471138 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1471138 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:723-741 Template-Type: ReDIF-Article 1.0 Author-Name: Tatiana Karabchuk Author-X-Name-First: Tatiana Author-X-Name-Last: Karabchuk Author-Name: Aigul Zabirova Author-X-Name-First: Aigul Author-X-Name-Last: Zabirova Title: Informal employment in service industries: estimations from nationally representative Labour Force Survey data of Russian Federation Abstract: As the largest post-Soviet transition economy with substantial labour immigration and a considerable informal-sector Russia serves as an interesting case to study informal employment in the service and non-service economic sectors. The study fills the gap of the lack of empirical papers grounded on the reliable massive individual data. This article discusses almost twenty years’ dynamics of informal employment rates within the service and non-service industries based on the nationally representative Labour Force Survey primary data, collected quarterly for 2010–2015 with a sample size of about 200 thousand respondents per quarter. The unexpected finding is that the rate of informal employment is higher in non-service economic activities. Informal workers in the service sector in Russia are typically male, not very young, without tertiary education, living in urban areas. The paper also provides a comparative regression analysis on the probability of being informally employed in the service and non-service sectors. Journal: The Service Industries Journal Pages: 742-771 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1477131 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1477131 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:742-771 Template-Type: ReDIF-Article 1.0 Author-Name: Maya Damayanti Author-X-Name-First: Maya Author-X-Name-Last: Damayanti Author-Name: Noel Scott Author-X-Name-First: Noel Author-X-Name-Last: Scott Author-Name: Lisa Ruhanen Author-X-Name-First: Lisa Author-X-Name-Last: Ruhanen Title: Space for the informal tourism economy Abstract: In developing countries, many informal economy service providers obtain their livelihoods from tourism, and occupy and share public spaces to do so. As such, these actors must develop ‘rules in use’ that allow them to work alongside other providers, both formal and informal, in these shared spaces. These actors engage in coopetition, a mix of cooperation and competition, with each other. This paper provides a case study of informal sector service providers in Yogyakarta, Indonesia, to examine how these actors access resources and interact. Snowball sampling was adopted to identify actors and 47 in-depth interviews with pedicab drivers and street vendors were conducted and supplemented with naturalistic observation. Results indicate the public spaces occupied by the informal sector may be classified as common pool resources, collective goods, or semi-private goods. Further, the interaction among the actors in these public spaces is based on the types of, and capacity in, providing goods and services, and trust generated from the actors’ interactions. This research identified the formal and informal ‘rules in use’ that govern the behaviours of the actors related to the use of spaces. Suggestions for how informal economy actors can manage such spaces to enhance their livelihoods are provided. Journal: The Service Industries Journal Pages: 772-788 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1480014 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1480014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:772-788 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Ioana A. Horodnic Author-X-Name-First: Ioana A. Author-X-Name-Last: Horodnic Title: Extent and distribution of unregistered employment in the service industries in Europe Abstract: Although a voluminous literature exists on the prevalence of the informal economy, few studies evaluate unregistered employment and none its prevalence and distribution across the service industries. This paper fills that gap. Reporting a 2015 European Working Conditions Survey based on 43,850 face-to-face interviews, the finding is that 7% (1 in 14) of service industry employees have no written contract of employment across the 35 European countries surveyed, although this varies from 34% in Cyprus to 1% in Sweden. A logistic regression analysis at the European level reveals significant associations between the propensity to work with no contract and various individual-, household- and firm-related characteristics, with unregistered employment more prevalent among women, younger people, those with fewer years in education, migrants, those living in households unable to make ends meet, those working in smaller businesses, and the hospitality and household service sectors. The theoretical and policy implications are then discussed. Journal: The Service Industries Journal Pages: 856-874 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1481209 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1481209 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:856-874 Template-Type: ReDIF-Article 1.0 Author-Name: Neslihan Kahyalar Author-X-Name-First: Neslihan Author-X-Name-Last: Kahyalar Author-Name: Sami Fethi Author-X-Name-First: Sami Author-X-Name-Last: Fethi Author-Name: Salih Katircioglu Author-X-Name-First: Salih Author-X-Name-Last: Katircioglu Author-Name: Bazoumana Ouattara Author-X-Name-First: Bazoumana Author-X-Name-Last: Ouattara Title: Formal and informal sectors: is there any wage differential? Abstract: The main objective of this paper is to investigate if a wage difference exists between formal and informal sectors in the case of the Turkish labour market using a sample of wageworkers. To this end, we use data for 2004 and 2009 and a novel definition of the informal sector. On the methodological front, we adopt three alternative decomposition techniques, namely, the Oaxaca-Ransom [(1994). On discrimination and the decomposition of wage differentials. Journal of Econometrics, 61, 5–21] decomposition in the context of mean regression, the Machado and Mata [(2005). Counterfactual decomposition of changes in wage distributions using quantile regression. Journal of Applied Econometrics, 20(4), 445–465] decomposition in the quantile regression framework and the non-parametric decomposition method proposed by Nopo [(2008). Matching as a tool to decompose wage gap. The Review of Economics and Statistics, 90(2), 290–299]. The results reveal the existence of a wage gap between the two sectors. We found education and experience to be key determinants of earnings. The findings of this paper have implications for policies, which might be directed towards developing approaches with a focus on education and experience. Journal: The Service Industries Journal Pages: 789-823 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1482877 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1482877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:789-823 Template-Type: ReDIF-Article 1.0 Author-Name: Jan Windebank Author-X-Name-First: Jan Author-X-Name-Last: Windebank Author-Name: Alvaro Martinez-Perez Author-X-Name-First: Alvaro Author-X-Name-Last: Martinez-Perez Title: Gender divisions of domestic labour and paid domestic services Abstract: This article investigates the relationship between the sharing of domestic tasks in dual-earner mixed-sex couples and the use of paid domestic services. Using results from a small-scale survey of the domestic outsourcing practices of employees of a large service-sector organisation in the UK, we find that in households: full-time working by women and presence of younger children is positively associated with the use of paid domestic services; there is no association between the gender division of traditionally female domestic tasks carried out within the couple and use of paid services; but in contrast, greater male involvement in traditionally male and traditionally gender-neutral tasks is positively associating with using paid domestic services. These findings tentatively suggest that a new arrangement may be emerging in which some couples address a heavy workload and a desire for a less traditional division of domestic labour by men participating more in close-ended domestic tasks and outsourcing the more time-consuming tasks traditionally undertaken by women to paid-service providers. Journal: The Service Industries Journal Pages: 875-895 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1484110 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1484110 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:875-895 Template-Type: ReDIF-Article 1.0 Author-Name: Abbi M. Kedir Author-X-Name-First: Abbi M. Author-X-Name-Last: Kedir Author-Name: Peter Rodgers Author-X-Name-First: Peter Author-X-Name-Last: Rodgers Title: Household survey evidence on domestic workers in Ethiopia Abstract: Whilst much scholarly attention of this nascent field of domestic service work focuses on protecting the rights and security of foreign/migrant domestic workers, the nature of domestic service work undertaken within national borders has escaped the attention of both researchers and public policy makers. Outlining the findings from a large household survey data in Ethiopia collected from seven major urban areas covering the period from 1994 to 2004, this paper departs from the usual focus on rights-based perspective and foreign migrant domestic service workers. Instead, the paper attempts to contribute to our understanding of the profile of domestic service providers, the significant drivers of participation in the provision of domestic services and the welfare of unpaid and paid domestic service workers in Ethiopia. In doing so, the paper contributes to the development of a greater evidence base, relevant for both researchers and public policy practitioners alike. Journal: The Service Industries Journal Pages: 824-840 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1484111 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1484111 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:824-840 Template-Type: ReDIF-Article 1.0 Author-Name: Abbi M. Kedir Author-X-Name-First: Abbi M. Author-X-Name-Last: Kedir Author-Name: Colin Williams Author-X-Name-First: Colin Author-X-Name-Last: Williams Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: Services industries and the informal economy: an introduction Journal: The Service Industries Journal Pages: 645-649 Issue: 11-12 Volume: 38 Year: 2018 Month: 9 X-DOI: 10.1080/02642069.2018.1486959 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1486959 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:11-12:p:645-649 Template-Type: ReDIF-Article 1.0 Author-Name: Antonio Ariza-Montes Author-X-Name-First: Antonio Author-X-Name-Last: Ariza-Montes Author-Name: Pilar Tirado-Valencia Author-X-Name-First: Pilar Author-X-Name-Last: Tirado-Valencia Author-Name: Vicente Fernández-Rodríguez Author-X-Name-First: Vicente Author-X-Name-Last: Fernández-Rodríguez Author-Name: Antonio Leal-Rodríguez Author-X-Name-First: Antonio Author-X-Name-Last: Leal-Rodríguez Title: Volunteering by elders: a question of values? Abstract: Adopting the Theory of Basic Human Values by Schwartz [1992. Universals in the content and structure of values: Theoretical advances and empirical tests in 20 countries. Advances in Experimental Social Psychology, 25(1), 1–65] as an analytical framework, this article examines whether certain personal values held by seniors activate the volunteering ‘gene’ while others counteract it. We thus conduct an empirical study involving the use of a logistic regression model that shows, in probabilistic terms, traits that characterize senior and retired volunteers as opposed to those of the same group who do not dedicate time to this activity. Our multivariate analysis shows that retired volunteers experience a stronger sense of self-transcendence and predisposition towards change while exhibiting a stronger aversion towards conservation. The article concludes with a discussion and a description of primary practical implications derived from the study. Journal: The Service Industries Journal Pages: 685-702 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1298095 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1298095 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:685-702 Template-Type: ReDIF-Article 1.0 Author-Name: Ying Fan Author-X-Name-First: Ying Author-X-Name-Last: Fan Author-Name: Monique L. French Author-X-Name-First: Monique L. Author-X-Name-Last: French Author-Name: Rebecca Duray Author-X-Name-First: Rebecca Author-X-Name-Last: Duray Author-Name: Gary L. Stading Author-X-Name-First: Gary L. Author-X-Name-Last: Stading Title: Service strategy to improve operational capabilities in the public sector Abstract: Public institutions, such as emergency services, face unique operational challenges because they do not have a clear profit motive, operate in a political system as opposed to a market system, and have a fragmented authority structure. This study applies traditional operations and service strategy theory to the not-for-profit, public sector context. Synthesizing research from these theoretical domains, a contingency framework is developed to determine the effect of environmental uncertainty and strategic choices on operational capabilities in emergency services under different governance structures. Operations strategy research traditionally uses survey-based measures, while emergency services research focuses on mathematical modeling techniques. In contrast, this study analyzes archival data with 9800 emergency incidents using hierarchical regression. The results support that in the public not-for-profit context, strategic choices mediate the impact of environmental uncertainty on operational capability. Furthermore, governance structure moderates the impact of environmental uncertainty and strategic choices. Journal: The Service Industries Journal Pages: 703-725 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1304928 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1304928 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:703-725 Template-Type: ReDIF-Article 1.0 Author-Name: Jurgen Willems Author-X-Name-First: Jurgen Author-X-Name-Last: Willems Author-Name: Sarah Dury Author-X-Name-First: Sarah Author-X-Name-Last: Dury Title: Reasons for not volunteering: overcoming boundaries to attract volunteers Abstract: Research on volunteering has mainly focused on the explanatory demographics and functional motives to volunteer, but little is known about the reasons that people might have not to volunteer. However, these reasons need more academic attention, as they form the barriers that organizations have to overcome when attracting new volunteers. We examine a sample of 1248 respondents on whether they volunteer, are interested in volunteering, or have no interest to volunteer. We verify whether demographic differences exist between these groups. By means of an exploratory factor analysis, we analyze the reasons not to volunteer for those who have no interest to volunteer. This complements earlier research by focusing on the barriers that people might have, instead of the benefits of volunteering that have extensively been documented. Journal: The Service Industries Journal Pages: 726-745 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1318381 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1318381 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:726-745 Template-Type: ReDIF-Article 1.0 Author-Name: Lonneke Roza Author-X-Name-First: Lonneke Author-X-Name-Last: Roza Author-Name: Itamar Shachar Author-X-Name-First: Itamar Author-X-Name-Last: Shachar Author-Name: Lucas Meijs Author-X-Name-First: Lucas Author-X-Name-Last: Meijs Author-Name: Lesley Hustinx Author-X-Name-First: Lesley Author-X-Name-Last: Hustinx Title: The nonprofit case for corporate volunteering: a multi-level perspective Abstract: This article argues that the nonprofit case for corporate volunteering is complex, requiring a multi-level perspective on the outcomes for nonprofit organizations (NPOs). To develop this perspective, we adopted an inductive research approach, conducting 39 exploratory semi-structured interviews with NPO staff. We argue that NPO scholars and practitioners should disentangle individual and organizational-level outcomes resulting from interactions between corporate volunteers and NPO staff, as such micro-dynamics ultimately affect NPO services. Moreover, these outcomes are subject to conditions at the organizational level (e.g. involvement of intermediaries), as well as at the individual level (e.g. type of assignment). Our study highlights the complexity that should be considered when addressing the fundamental question of whether corporate volunteering contributes to the ability of NPOs to provide their services, and under what conditions. We therefore propose that corporate volunteer management within NPOs is inherently, albeit contingently, intertwined with the services that these organizations provide. Journal: The Service Industries Journal Pages: 746-765 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1347158 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1347158 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:746-765 Template-Type: ReDIF-Article 1.0 Author-Name: Jörg Finsterwalder Author-X-Name-First: Jörg Author-X-Name-Last: Finsterwalder Author-Name: Jeff Foote Author-X-Name-First: Jeff Author-X-Name-Last: Foote Author-Name: Graeme Nicholas Author-X-Name-First: Graeme Author-X-Name-Last: Nicholas Author-Name: Annabel Taylor Author-X-Name-First: Annabel Author-X-Name-Last: Taylor Author-Name: Maria Hepi Author-X-Name-First: Maria Author-X-Name-Last: Hepi Author-Name: Virginia Baker Author-X-Name-First: Virginia Author-X-Name-Last: Baker Author-Name: Natasha Dayal Author-X-Name-First: Natasha Author-X-Name-Last: Dayal Title: Conceptual underpinnings for transformative research in a service ecosystems context to resolve social issues – framework foundations and extensions Abstract: A number of services within society are designed to improve the well-being of its members and transform lives. Some services focus on the protection and support of vulnerable members of society, for example, those suffering the effects of drug use, mental health conditions, violence or poverty. Clients of such social services may also come from minority or marginalised cultural backgrounds. Typically, social services aim to reduce disparities and enhance individual and population well-being. A major challenge for social policy-makers and social service providers is to establish and maintain constructive engagement between the social services and those they are intended to serve. Some of these vulnerable clients are deemed ‘hard-to-reach’ (HTR) by policy-makers and service providers. Yet, the transformation of lives requires the involvement of the focal actor (client) and their service or activity system, as well as the engagement of other actors, such as the social worker embedded in their service or activity system. This paper aims to further unpack a novel approach, called integrative transformative service framework. This contribution extends its conceptualisation which fuses mainly three different approaches, namely Transformative Service Research (TSR), (Cultural-Historical) Activity Theory (CHAT) and (Regulatory) Engagement Theory (RET). Journal: The Service Industries Journal Pages: 766-782 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1351550 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1351550 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:766-782 Template-Type: ReDIF-Article 1.0 Author-Name: María José Sanzo-Perez Author-X-Name-First: María José Author-X-Name-Last: Sanzo-Perez Author-Name: Marta Rey-García Author-X-Name-First: Marta Author-X-Name-Last: Rey-García Author-Name: Luis Ignacio Álvarez-González Author-X-Name-First: Luis Ignacio Author-X-Name-Last: Álvarez-González Title: The impact of professionalization and partnerships on nonprofit productivity Abstract: This research evaluates the influence of professionalization and partnering with firms on nonprofit productivity. Professionalization is measured in terms of the ratio of paid employees to volunteers, and productivity is measured through the ratio of total assets to number of beneficiaries, and the ratio of total revenues to number of paid employees and volunteers. Empirical analysis combines a survey to a representative sample of Spanish nonprofits, with information available from public sources. Results confirm the existence of a ‘U-shaped’ relationship between professionalization and nonprofits’ capability to reach more beneficiaries with lower assets; a positive effect of professionalization on revenue generation capability; and a positive effect of partnerships with businesses on the nonprofit’s asset-per-beneficiary ratio. Discussion sheds light on the on-going debate about the implications of professionalization and partnering with firms for the capacity of nonprofit organizations to attract resources and to extend their reach in a more efficient way. Journal: The Service Industries Journal Pages: 783-799 Issue: 11-12 Volume: 37 Year: 2017 Month: 9 X-DOI: 10.1080/02642069.2017.1353976 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1353976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:11-12:p:783-799 Template-Type: ReDIF-Article 1.0 Author-Name: Anna Farmaki Author-X-Name-First: Anna Author-X-Name-Last: Farmaki Author-Name: Prokopis Christou Author-X-Name-First: Prokopis Author-X-Name-Last: Christou Title: Refugee migration and service industries: advancing the research agenda Abstract: The recent refugee influx into Europe has attracted considerable academic, political and media attention. Despite the large number of refugees entering Europe, especially following the outbreak of the conflict in Syria, there has been little academic research on the refugee migration-service industries nexus. The minimal attention on the interface between refugee migration and service industries is surprising, considering the impacts of the refugee movement on service sectors and the opportunities for refugee migrants within several service industries. In acknowledging this gap, this paper considers the development of the research on refugee migration within service industries and suggests that future studies distinguish between the terms ‘refugee’ and ‘migrant’, embrace longitudinal studies and consider a macro approach in their investigation to transcend research focus from specific service aspects to service industries as a whole. In drawing conclusions, the paper highlights key research themes and suggests directions for further research. Journal: The Service Industries Journal Pages: 668-683 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2018.1435643 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1435643 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:668-683 Template-Type: ReDIF-Article 1.0 Author-Name: Zaid Alrawadieh Author-X-Name-First: Zaid Author-X-Name-Last: Alrawadieh Author-Name: Eyup Karayilan Author-X-Name-First: Eyup Author-X-Name-Last: Karayilan Author-Name: Gurel Cetin Author-X-Name-First: Gurel Author-X-Name-Last: Cetin Title: Understanding the challenges of refugee entrepreneurship in tourism and hospitality Abstract: In recent years, the refugee crisis has emerged as a major global challenge with social, economic, and political implications. Figures indicate that there are currently over 22 million refugees around the world. While refugees are usually regarded as a burden for their host countries, their entrepreneurial ventures might offer significant contributions to local economies. Although refugee entrepreneurship has become significantly evident in several economies, theoretical and empirical research tackling this issue is still scant. This study aims to explore the characteristics of and challenges faced by refugee tourism and hospitality entrepreneurs in Istanbul, Turkey. Drawing on qualitative data collected through 20 semi-structured interviews with refugee tourism and hospitality entrepreneurs, the findings suggest that refugee entrepreneurs were challenged by four key issues; legislative and administrative, financial, socio-cultural and market-related obstacles. The study also offers insights into characteristics of refugee tourism and hospitality entrepreneurs and their integration into their host communities. Journal: The Service Industries Journal Pages: 717-740 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2018.1440550 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1440550 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:717-740 Template-Type: ReDIF-Article 1.0 Author-Name: Linda Nasr Author-X-Name-First: Linda Author-X-Name-Last: Nasr Author-Name: Raymond P. Fisk Author-X-Name-First: Raymond P. Author-X-Name-Last: Fisk Title: The global refugee crisis: how can transformative service researchers help? Abstract: This conceptual paper argues that Transformative Service Researchers (TSR) can work on solving the global refugee crisis. For this purpose, we explore the breadth and depth of the global refugee crisis through the lens of TSR. We advocate the need to consider “relieving suffering” as an overlooked TSR outcome by encouraging deeper research that seeks to provide for basic human needs such as education, healthcare, and freedom of speech. As such, instead of solely focusing on “improving well-being”, there is a profound need to include the idea of “relieving suffering” into the definition and subsequent research within TSR. Transdisciplinary research and service design research are proposed as cornerstones for understanding and solving important service system problems in the global refugee crisis. We issue our call to action for researchers to engage with the global refugee crisis. Subsequently, we propose several avenues to help improve the well-being of global refugees. The paper ends with a discussion of the key opportunities and challenges that must be addressed to move this research forward. We advocate collaborating to reduce the suffering of all refugees trapped in the global refugee crisis and moving service research much closer to solving many more major real-world problems. Journal: The Service Industries Journal Pages: 684-700 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2018.1445224 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1445224 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:684-700 Template-Type: ReDIF-Article 1.0 Author-Name: Alison McIntosh Author-X-Name-First: Alison Author-X-Name-Last: McIntosh Author-Name: Cheryl Cockburn-Wootten Author-X-Name-First: Cheryl Author-X-Name-Last: Cockburn-Wootten Title: Refugee-focused service providers: improving the welcome in New Zealand Abstract: When refugees are resettled into a destination, refugee-focused service providers offer frontline services to ease refugees’ experiences of trauma and marginalisation, providing advocacy and welcome through reception processes, translation services and multicultural centres. The degree and effectiveness of welcome given by these service providers are of importance to how quickly refugees feel they belong and can settle in their new society. This paper presents the findings of original research conducted with 34 refugee-focused service providers in New Zealand. Ketso, a creative, participatory tool was used as a community engagement method. The results indicate how these service providers felt the welcome, advocacy and support for refugees could be better organised to support the resettlement process. The barriers and challenges to the provision of welcome are discussed, and priorities identified to improve the refugee resettlement process and outcomes. Journal: The Service Industries Journal Pages: 701-716 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2018.1472243 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1472243 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:701-716 Template-Type: ReDIF-Article 1.0 Author-Name: Sven-Olov Daunfeldt Author-X-Name-First: Sven-Olov Author-X-Name-Last: Daunfeldt Author-Name: Dan Johansson Author-X-Name-First: Dan Author-X-Name-Last: Johansson Author-Name: Hans Seerar Westerberg Author-X-Name-First: Hans Author-X-Name-Last: Seerar Westerberg Title: Which firms provide jobs for unemployed non-Western immigrants? Abstract: Although the refugee immigration crisis is one of the major socio-economic challenges in Europe, we still lack knowledge on what characterizes firms that provide jobs for unemployed immigrants. We provide an answer by investigating firms that recruit unemployed non-Western immigrants using matched employer-employee data from Statistics Sweden. We find large industry differences; firms active in the service sectors, such as the hospitality, transport, and healthcare industries, are much more likely to hire unemployed non-Western immigrants than firms in high-tech and manufacturing industries. In addition, after controlling for educational attainment and industry of occupation, firms with at least one non-Western immigrant manager hire more than four times as many unemployed non-Western immigrants than firms without any non-Western immigrant managers. Public policies that target industries might thus also influence job opportunities for immigrants and, thereby, the possibility of their integration into society. Journal: The Service Industries Journal Pages: 762-778 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2018.1534961 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1534961 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:762-778 Template-Type: ReDIF-Article 1.0 Author-Name: Belal Shneikat Author-X-Name-First: Belal Author-X-Name-Last: Shneikat Author-Name: Zaid Alrawadieh Author-X-Name-First: Zaid Author-X-Name-Last: Alrawadieh Title: Unraveling refugee entrepreneurship and its role in integration: empirical evidence from the hospitality industry Abstract: Refugee entrepreneurship has emerged as an economic activity that can potentially help refugees during their settlement and integration processes in the host countries. Only recently have refugee entrepreneurs received some attention in the academic debates. However, despite valuable research endeavors, empirical inquiry addressing the refugee entrepreneurship process remains limited. Specifically, the role of entrepreneurship in facilitating the integration process of refugees is still understudied. The present study draws on qualitative data collected through 29 semi-structured interviews with Syrian refugees venturing in the hospitality industry in Turkey. Using the RQDA package for qualitative data analysis, the findings reveal that refugees’ motivations to venture cover a wide range of push and pull factors including survivability, desire for independence, and availability of resources. The findings also confirm that entrepreneurial activities help refugees integrate with the socio-economic fabric of the host country. The study also identified several factors facilitating and derailing refugee entrepreneurs’ integration process. Implications and directions for future research are discussed. Journal: The Service Industries Journal Pages: 741-761 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2019.1571046 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1571046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:741-761 Template-Type: ReDIF-Article 1.0 Author-Name: Alexandros Paraskevas Author-X-Name-First: Alexandros Author-X-Name-Last: Paraskevas Author-Name: Maureen Brookes Author-X-Name-First: Maureen Author-X-Name-Last: Brookes Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: Global refugee crisis and the service industries Journal: The Service Industries Journal Pages: 663-667 Issue: 9-10 Volume: 39 Year: 2019 Month: 7 X-DOI: 10.1080/02642069.2019.1619381 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1619381 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:9-10:p:663-667 Template-Type: ReDIF-Article 1.0 Author-Name: Harishankar Vidyarthi Author-X-Name-First: Harishankar Author-X-Name-Last: Vidyarthi Title: Dynamics of intellectual capitals and bank efficiency in India Abstract: This article attempts to examine the impact of intellectual capitals and its sub-components on the bank’s efficiency parameters for 38 listed Indian banks within multivariate panel data framework during the period from 2004–2005 to 2015–2016. The study uses the non-parametric Data Envelopment Analysis approach to estimate technical, pure technical and scale efficiency in the first stage, followed by computing Value Added Intellectual Capital and Modified Value Added Intellectual Capital as an indicator for intellectual capital performance. Finally, Tobit regression results suggest that intellectual capitals have statistically significant and positive but very low impact on all the three efficiency scores. At the sub-component level, only human capital efficiency has a significant impact with low value on the all three efficiency measures. Bank size and leverage are also found to be significant drivers of bank efficiency as well. Thus, the study’s findings support higher investment in intellectual capitals in order to further improve the banking efficiency and value creation in India by adopting appropriate policy by management for proper input allocations, particularly human capital and capital employed in coming years. Journal: The Service Industries Journal Pages: 1-24 Issue: 1 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1435641 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1435641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:1:p:1-24 Template-Type: ReDIF-Article 1.0 Author-Name: Qi-tao Tian Author-X-Name-First: Qi-tao Author-X-Name-Last: Tian Author-Name: Yang Song Author-X-Name-First: Yang Author-X-Name-Last: Song Author-Name: Ho Kwong Kwan Author-X-Name-First: Ho Kwong Author-X-Name-Last: Kwan Author-Name: Xue Li Author-X-Name-First: Xue Author-X-Name-Last: Li Title: Workplace gossip and frontline employees’ proactive service performance Abstract: Managers are interested in promoting frontline employees’ proactive behavior because proactivity is crucial for organizational success. This study examined the link between perceived workplace gossip and employees’ (targets’) proactive service performance by focusing on the mediating role of employees’ harmonious passion and the moderating role of perceived job social support. Using time-lagged survey data from 218 supervisor-subordinate dyads in a commercial bank in China, we found that perceived workplace gossip negatively influences employees’ proactive service performance, and that this relationship is mediated by reduced harmonious passion. In addition, perceived job social support attenuates the negative relationship between perceived workplace gossip and harmonious passion, with harmonious passion having a mediating effect on the relationship between perceived workplace gossip and proactive service performance. These results provide new directions for understanding workplace gossip, harmonious passion, proactive service performance, and job social support. The theoretical and practical implications of our findings are discussed. Journal: The Service Industries Journal Pages: 25-42 Issue: 1 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1435642 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1435642 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:1:p:25-42 Template-Type: ReDIF-Article 1.0 Author-Name: Christian Corsi Author-X-Name-First: Christian Author-X-Name-Last: Corsi Author-Name: Antonio Prencipe Author-X-Name-First: Antonio Author-X-Name-Last: Prencipe Author-Name: María Jesús Rodríguez-Gulías Author-X-Name-First: María Jesús Author-X-Name-Last: Rodríguez-Gulías Author-Name: David Rodeiro-Pazos Author-X-Name-First: David Author-X-Name-Last: Rodeiro-Pazos Author-Name: Sara Fernández-López Author-X-Name-First: Sara Author-X-Name-Last: Fernández-López Title: Growth of KIBS and non-KIBS firms: evidences from university spin-offs Abstract: Knowledge Intensive Business Services (KIBS) firms are emerging into a knowledge-processing and knowledge-producing industry. Universities contribute to the creation of KIBS firms through university spin-offs (USOs), which represent an opportunity to boost knowledge spillovers from university to industry thanks to their cutting-edge research knowledge, consolidated research experience and well-developed interactive learning processes. The study of the growth of the KIBS USOs is needed to better understand whether these entrepreneurial ventures represent strategic elements of regional innovation systems and economic growth, distinguishing them from the other USOs in terms of growth. The paper explores whether KIBS firms grow more than non-KIBS firms. Using a sample of 1394 Italian and Spanish USOs over the period 2005–2013, the results show that being a KIBS firm has a positive effect on the growth of Spanish USOs, whereas the same does not hold for Italian USOs. Some relevant policies and practical implications are provided. Journal: The Service Industries Journal Pages: 43-64 Issue: 1 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1436703 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1436703 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:1:p:43-64 Template-Type: ReDIF-Article 1.0 Author-Name: Sohail Kamran Author-X-Name-First: Sohail Author-X-Name-Last: Kamran Author-Name: Outi Uusitalo Author-X-Name-First: Outi Author-X-Name-Last: Uusitalo Title: Banks’ unfairness and the vulnerability of low-income unbanked consumers Abstract: This paper’s objective was to explore low-income unbanked consumers’ perceptions of bank fairness and the way these perceptions were linked to consumer experiences of vulnerability. Qualitative data were used to analyse low-income consumers’ perceptions about banks’ services and communications. The study finds that although consumers’ financial inclusion is partially hindered by their personal circumstances, the perceived unfair treatment by banks has an even more negative impact on their financial inclusion. Low-income unbanked individuals report banks avoiding them, discriminating against them and impeding their financial inclusion. Banks’ perceived unfairness towards low-income consumers leads those consumers to experience vulnerability in numerous ways. Finally, we provide public policy implications for low-income consumers’ well-being and financial inclusion and to assist them in mitigating their vulnerability. Journal: The Service Industries Journal Pages: 65-85 Issue: 1 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1436704 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1436704 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:1:p:65-85 Template-Type: ReDIF-Article 1.0 Author-Name: Janine Dermody Author-X-Name-First: Janine Author-X-Name-Last: Dermody Author-Name: JinHyo Joseph Yun Author-X-Name-First: JinHyo Joseph Author-X-Name-Last: Yun Author-Name: Valentina Della Corte Author-X-Name-First: Valentina Author-X-Name-Last: Della Corte Title: Innovations to advance sustainability behaviours Journal: The Service Industries Journal Pages: 1029-1033 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2019.1656364 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1656364 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1029-1033 Template-Type: ReDIF-Article 1.0 Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Author-Name: Germán Contreras Ramírez Author-X-Name-First: Germán Contreras Author-X-Name-Last: Ramírez Author-Name: Nancy Matos Author-X-Name-First: Nancy Author-X-Name-Last: Matos Title: A neuroscientific perspective of consumer responses to retail greenery Abstract: This research assesses consumers' neural activation in response to natural elements, present in a lifestyle center, as measured by electroencephalography (EEG). The study builds on previous research that demonstrates not only consumer preferences for greenery in shopping areas but also the stress-reducing, or restorative, health benefits that consumers may receive by spending time in green areas. This study extends these findings by offering insights derived from consumer neural responses. Participants recruited in a shopping mall viewed a video that showed a customer journey through a lifestyle center that either featured biophilic design or did not. Participants wore a mobile Emotiv EPOC+ EEG headset to record neural responses to the video; their responses reflect six emotional and sub-conscious dimensions. The data indicate that biophilia design elements stimulate consumers' neural activities associated with excitement, interest, decreased stress, engagement, attention, and relaxation, thus explaining why shoppers tend to respond positively to retail greenery. Journal: The Service Industries Journal Pages: 1034-1045 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1487406 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1487406 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1034-1045 Template-Type: ReDIF-Article 1.0 Author-Name: Yi Wang Author-X-Name-First: Yi Author-X-Name-Last: Wang Author-Name: Si Shi Author-X-Name-First: Si Author-X-Name-Last: Shi Author-Name: Yang Chen Author-X-Name-First: Yang Author-X-Name-Last: Chen Author-Name: Dogan Gursoy Author-X-Name-First: Dogan Author-X-Name-Last: Gursoy Title: An examination of market orientation and environmental marketing strategy: the case of Chinese firms Abstract: This study examines whether market orientation, as an organizational capability, plays an enabling role in environmental marketing strategy and then contributes to financial performance. Utilizing the natural resource-based view (NRBV) as the conceptual foundation and drawing on previous studies, this study proposes and tests a research model that investigates the relationship between market orientation, environmental corporate identity, environmental marketing strategy and firm performance. By using data from Chinese companies, this study finds that market orientation significantly influences environmental marketing strategy and the environmental corporate identity moderates this relationship. Findings from this study provide invaluable insight into the understanding of the complexity involved in facilitation and substantiation of environmental ideology and its integration into a firm’s strategy and activities. The Chinese context also has useful practical implications for firms from emerging and transition economies. Journal: The Service Industries Journal Pages: 1046-1071 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1551370 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1551370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1046-1071 Template-Type: ReDIF-Article 1.0 Author-Name: Ayham A. M. Jaaron Author-X-Name-First: Ayham A. M. Author-X-Name-Last: Jaaron Author-Name: Chris J. Backhouse Author-X-Name-First: Chris J. Author-X-Name-Last: Backhouse Title: Fostering sustainable performance in services through systems thinking Abstract: This paper aims to investigate the impact of designing service operations using the systems thinking approach on the sustainable performance of service organisations. Data were collected from a survey conducted with 183 service organisations that have implemented the systems thinking approach. Using Structural Equation Modelling, the results confirmed that using the systems thinking approach has a significant impact upon the environmental and social performances but has no direct effect on the economic performance of such organisations. The analysis also indicated a statistically positive relationship between environmental and economic performances and between social and economic performances, but not between environmental and social performances, thus suggesting that the dimensions of sustainable performance should not be viewed as being equally weighted. This study shows that the systems thinking approach ensures that the service system design is directly linked with enhanced environmental and social benefits while indirectly contributing to economic benefits. Journal: The Service Industries Journal Pages: 1072-1098 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1551371 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1551371 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1072-1098 Template-Type: ReDIF-Article 1.0 Author-Name: Janthorn Sinthupundaja Author-X-Name-First: Janthorn Author-X-Name-Last: Sinthupundaja Author-Name: N. Chiadamrong Author-X-Name-First: N. Author-X-Name-Last: Chiadamrong Author-Name: Y. Kohda Author-X-Name-First: Y. Author-X-Name-Last: Kohda Title: Internal capabilities, external cooperation and proactive CSR on financial performance Abstract: The impact of proactive corporate social responsibility on a firm’s financial performance has received considerable attention. Grounded in the knowledge-based view (KBV), we aimed to examine the importance of the causal combinations of knowledge-acquisition conditions, i.e. internal capabilities and forms of external cooperation (partner and customer), on supporting the engagement of proactive CSR and as complex antecedents of a firm’s financial performance. We empirically analyzed these relationships based on 54 service-sector firms listed in the Stock Exchange of Thailand using fuzzy set qualitative comparative analysis. The data were collected from each firm’s annual and other reports in 2015. Our findings suggest the importance of internal capabilities and forms of external cooperation that simultaneously support the engagement of proactive CSR as an important strategic mechanism for enhancing a firm’s financial performance based on the KBV. Further results indicate that neglecting any of these conditions could lead to low financial performance. Journal: The Service Industries Journal Pages: 1099-1122 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1508459 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1508459 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1099-1122 Template-Type: ReDIF-Article 1.0 Author-Name: Carola Stryja Author-X-Name-First: Carola Author-X-Name-Last: Stryja Author-Name: Gerhard Satzger Author-X-Name-First: Gerhard Author-X-Name-Last: Satzger Title: Digital nudging to overcome cognitive resistance in innovation adoption decisions Abstract: Consumers often resist adopting innovations, even in cases where they acknowledge that these would be beneficial for them. Cognitive biases in consumers’ decision-making may trigger resistance to innovation. We explore cognitive biases’ effects in innovation adoption decisions. Further, we investigate how digital nudging can be used to mitigate this in order to increase the adoption likelihood for an innovation. We build a set of hypotheses and test them in a quasi-field experiment with 821 participants. We first show that the occurrence of cognitive biases correlates with an up to 44% lower likelihood of adopting an innovation. Second, we find that digital nudging can partially overcome resistance to innovation and can increase the innovation adoption likelihood. Our findings contribute to theory by explaining how resistance to innovation is built from a cognitive perspective and how nudging can be used to increase innovation adoption. Journal: The Service Industries Journal Pages: 1123-1139 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1534960 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1534960 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1123-1139 Template-Type: ReDIF-Article 1.0 Author-Name: Fu-ren Lin Author-X-Name-First: Fu-ren Author-X-Name-Last: Lin Author-Name: Nila Armelia Windasari Author-X-Name-First: Nila Armelia Author-X-Name-Last: Windasari Title: Continued use of wearables for wellbeing with a cultural probe Abstract: This study aims to explore what makes people improve their health behavior through the continued use of wearable devices. This research explores the relationship between wearable continuance expedition and wellbeing improvement through a qualitative-longitudinal cultural probe study. This research discovered the sequential patterns of users’ behaviors in using wearables corresponding to users’ agency. First, users who decide to continue using wearables are more likely to incorporate device functionality into their daily lives. Second, users with higher efficacy are more likely to have the autonomy to guide their lives to achieve better wellbeing. We formulated six propositions identifying the roles of efficacy and engagement in shaping the continued vs. discontinued behavior and the change in quality of life, by which this exploratory study has established a foundation for future research. Moreover, it offers managerial guidance for the increasingly important applications of wearables for wellbeing. Journal: The Service Industries Journal Pages: 1140-1166 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1504924 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1504924 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1140-1166 Template-Type: ReDIF-Article 1.0 Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Author-Name: Mary Schramm Author-X-Name-First: Mary Author-X-Name-Last: Schramm Author-Name: Abhik Roy Author-X-Name-First: Abhik Author-X-Name-Last: Roy Title: Consumer choices among service brands offering ethical attributes Abstract: This research improves understanding of how consumers integrate their evaluations of ethical attributes with other service features in making brand choices. Although consumers appreciate brands they perceive to be ethical, few studies have examined what consumers are willing to give up in order to select a brand that offers specific ethical attributes, and under what conditions they might be willing to do so. To better characterize consumer choice, both compensatory and non-compensatory models are tested; findings suggest that compensatory models, which allow for tradeoffs between attributes, offer better fit. Both healthcare services and banking services are examined, to better understand consumer valuation of ethical attributes under different conditions. The assumptions are made that healthcare services are more variable and require greater interaction with front line providers and service facilities/equipment than do banking services, and findings are discussed accordingly. The results suggest that consumers value ethical attributes significantly more in banking than in healthcare, supporting the idea that services which offer low contact and hence also low variability lead consumers to a greater focus on ethical service attributes. Managerial implications are provided. Journal: The Service Industries Journal Pages: 1167-1189 Issue: 15-16 Volume: 39 Year: 2019 Month: 12 X-DOI: 10.1080/02642069.2018.1502752 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1502752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:15-16:p:1167-1189 Template-Type: ReDIF-Article 1.0 Author-Name: Jung-Hua Chang Author-X-Name-First: Jung-Hua Author-X-Name-Last: Chang Title: The role of relationship on time and monetary compensation Abstract: Service failures are inevitable in the service industry. In this study, the author suggests that companies that only provide monetary compensation for service failures are following a risky recovery strategy. Instead, service managers should consider the offered compensation’s fit with customer relationship type. The author proposes and empirically tests several hypotheses about service failures and how customers in communal relationship with service firms prefer time compensation (saving time), while customers in exchange relationships prefer monetary compensation (saving money). The results are evidence that properly matching relationship type (i.e. communal and exchange) with compensation type (i.e. time and monetary) can help recover customers’ overall satisfaction and restore the customer–service company relationship. The author concludes this article with a discussion of the practical implications and suggest future research directions. Journal: The Service Industries Journal Pages: 919-935 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1365843 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1365843 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:919-935 Template-Type: ReDIF-Article 1.0 Author-Name: Sang-June Park Author-X-Name-First: Sang-June Author-X-Name-Last: Park Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Title: A composite measure of performance–expectation and performance-only measures Abstract: Performance–expectation measures and performance-only measures of service quality have been widely used in the literature. However, either of the two measures is not sufficient to explain customers’ evaluation of service quality and satisfaction. Their assumptions are too restrictive to explain the evaluation processes. From an analytic perspective, this paper derives a composite measure integrating both measures for service quality. The previous measures are nested in the composite measure. Due to this feature, the composite measure is more flexible than the previous measures. It can account for conflicting theories and empirical findings supporting each of the two measures. Furthermore, the composite measure allows us to interpret the link between service quality and customer satisfaction more intuitively. Journal: The Service Industries Journal Pages: 936-947 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1369968 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1369968 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:936-947 Template-Type: ReDIF-Article 1.0 Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Aliakbar Jafari Author-X-Name-First: Aliakbar Author-X-Name-Last: Jafari Author-Name: Bendegul Okumus Author-X-Name-First: Bendegul Author-X-Name-Last: Okumus Title: Ceremonious politeness in consuming food in VFR tourism: scale development Abstract: Understanding the desire for visiting friends and relatives (VFR) has been examined in previous studies. Yet, research on the antecedences and consequences of social interaction between host and guest in VFR tourism has not received enough attention. Addressing this gap, this study introduces ceremonious politeness (CP) by tourists in consuming food as a cultural code that facilitates the establishment of a communally arranged form of social interaction. Using a mixed methods scale-development approach (e.g. Delphi technique, qualitative interviews, and surveys) during 14 months in 2015–2016, it develops and validates a CP scale to measure the impact of self-accountability and perceived others’ control on tourists’ sense of self-blame in social interaction situation related to consuming food in VFR tourism. The study contributes to the body of knowledge by introducing the concept of CP in a non-commercial setting. Journal: The Service Industries Journal Pages: 948-967 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1369969 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1369969 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:948-967 Template-Type: ReDIF-Article 1.0 Author-Name: Yong You Nie Author-X-Name-First: Yong You Author-X-Name-Last: Nie Author-Name: Austin Rong Da Liang Author-X-Name-First: Austin Rong Da Author-X-Name-Last: Liang Author-Name: Dun Ji Chen Author-X-Name-First: Dun Ji Author-X-Name-Last: Chen Title: Assessing the effect of organic-food short storytelling on consumer response Abstract: This study explores the influence of organic food storytelling on consumer response. A random sampling method was used to select organic food retail stores and markets, and then collected 578 valid samples by a quota sampling method. Four storytelling types, including individual story, environmental story, price story, and food therapy story, were based on interview results. Based on partial least squares results, organic food storytelling indeed led consumers to prefer natural food, with food therapy storytelling being the most important factor that influenced their preference for natural food. This was followed by environmental story, price story, with the individual story being the last one. Except for the individual story type, the other three story types established more positive consumer attitudes toward organic food. The preference for natural food increased consumers’ purchase intention, followed by attitude toward organic food, and finally by individual story. Journal: The Service Industries Journal Pages: 968-985 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1371143 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1371143 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:968-985 Template-Type: ReDIF-Article 1.0 Author-Name: Anne Sorensen Author-X-Name-First: Anne Author-X-Name-Last: Sorensen Author-Name: Judy Drennan Author-X-Name-First: Judy Author-X-Name-Last: Drennan Title: Understanding value-creating practices in social media-based brand communities Abstract: For service providers hosting social media-based brand communities, understanding the use of value-creating practices enables them to enhance their customers’ brand community experiences and facilitate value. Yet, extant social media-based brand community research neglects to examine the uses of practices in commonly occurring, direct service provider customer interactions that may be value co-creative. Thus, for a more holistic view of value creation, and informed by service logic, this study applies netnography to observe participants’ uses of practices in two social media-based cause brand communities, in both direct and indirect interactions. The findings reveal that participants predominantly employ practices in direct interactions and act as value co-creators. The findings extend empirical evidence into value-creating practices in social media-based brand communities. They also highlight how cause organisations should plan their uses of practices to facilitate the types of value-creating interactions they seek (i.e. direct and value co-creating, or indirect and independently value creating). Journal: The Service Industries Journal Pages: 986-1007 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1373098 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1373098 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:986-1007 Template-Type: ReDIF-Article 1.0 Author-Name: Henk. J. de Vries Author-X-Name-First: Henk. J. Author-X-Name-Last: de Vries Author-Name: Frank M. Go Author-X-Name-First: Frank M. Author-X-Name-Last: Go Title: Developing a common standard for authentic restaurants Abstract: This paper investigates the paradox of authenticity versus standardisation. It examines the features that constitute restaurant authenticity and determines whether these can be standardised within an alliance of top restaurants to reap the benefits of commonalities among the restaurants. We determine the features of authenticity by examining the literature, by interviewing owners and managers of alliance restaurants and by means of a consumer survey. The results show several discrepancies. Combining these three data sources allowed us to distinguish between essential and peripheral features of authenticity. This distinction can help to define a standard for restaurant authenticity, specifying minimum levels for essential features of authenticity. Journal: The Service Industries Journal Pages: 1008-1028 Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1373763 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1373763 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:1008-1028 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Editorial Board Journal: The Service Industries Journal Pages: ebi-ebi Issue: 15-16 Volume: 37 Year: 2017 Month: 12 X-DOI: 10.1080/02642069.2017.1380588 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1380588 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:ebi-ebi Template-Type: ReDIF-Article 1.0 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Anastasia Ozturk Author-X-Name-First: Anastasia Author-X-Name-Last: Ozturk Author-Name: Taegoo Terry Kim Author-X-Name-First: Taegoo Terry Author-X-Name-Last: Kim Title: Servant leadership, organisational trust, and bank employee outcomes Abstract: Using servant leadership and social exchange theories as the theoretical frameworks, our study proposes and tests a research model that investigates trust in organisation (TIO) as a mediator of the impact of servant leadership on three critical outcomes. These outcomes are intention to be late for work (ILW), creative performance, and service recovery performance. Data obtained from frontline bank employees in three waves at one-week apart and their managers in Saint Petersburg in Russia were used to test the aforementioned relationships. The results demonstrate that TIO is an immediate outcome of servant leadership. TIO gives rise to lower ILW and higher creative and service recovery performances. The aforesaid findings reveal that servant leadership mitigates ILW and boosts both creative and service recovery performances only through TIO. Implications for theory and practice are discussed in our paper. Journal: The Service Industries Journal Pages: 86-108 Issue: 2 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1464559 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1464559 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:2:p:86-108 Template-Type: ReDIF-Article 1.0 Author-Name: Francisco Femenia-Serra Author-X-Name-First: Francisco Author-X-Name-Last: Femenia-Serra Author-Name: Barbara Neuhofer Author-X-Name-First: Barbara Author-X-Name-Last: Neuhofer Author-Name: Josep A. Ivars-Baidal Author-X-Name-First: Josep A. Author-X-Name-Last: Ivars-Baidal Title: Towards a conceptualisation of smart tourists and their role within the smart destination scenario Abstract: ‘Smart tourism’ and ‘smart destinations’ have been gaining attention as new frameworks within which to understand the impact the latest information and communication technologies (ICTs) have on the relationship between businesses, destinations and tourists. However, there is a crucial element of the smart tourism ecosystem that has been rather neglected in research hitherto: the tourists themselves. By acknowledging a shift in tourists’ behaviour due to the advent of disruptive factors, this paper conceptualises the recently emerged notion of ‘the smart tourist’. This new type of tourist is profiled through a description of their attitudes and behaviours, and their role within the smart destination scenario is depicted. By taking a consumer-centric perspective and framing the conceptualisation within the relevant theories, this paper contributes to the current body of knowledge on tourism in a highly technological context and facilitates bridging smart tourism theoretical foundations with empirical research. The observed transformation in tourists’ behaviour and its encapsulation in the smart tourist conceptualisation reveal critical managerial implications for both destination management organisations and businesses in the rapidly changing smart tourism ecosystem. Journal: The Service Industries Journal Pages: 109-133 Issue: 2 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1508458 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1508458 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:2:p:109-133 Template-Type: ReDIF-Article 1.0 Author-Name: Jennifer González-Blanco Author-X-Name-First: Jennifer Author-X-Name-Last: González-Blanco Author-Name: José Luis Coca-Pérez Author-X-Name-First: José Luis Author-X-Name-Last: Coca-Pérez Author-Name: Manuel Guisado-González Author-X-Name-First: Manuel Author-X-Name-Last: Guisado-González Title: Relations between technological and non-technological innovations in the service sector Abstract: In the economic literature, there is a debate on whether technological and non-technological innovations share the same determinants. As a result of this debate, two opposing views have emerged: the distinctive view argues that the determinants of both technologies are different; on the contrary, the integrative view considers that both types of technologies share determinants. The main objective that we pursue in this study is to test which of the two views is prevalent in the service sector of the Spanish economy. Analyses were performed using data from Spanish Technological Innovation Panel for the period 2008–2012. To perform hypothesis tests, the approach of complementarity was used. Our findings indicate that neither of the two approaches has been fully accredited, although the distinctive view is more prevalent. However, this radiography of relations tells us that companies can achieve further increases in productivity if technological innovation and non-technological innovation are implemented simultaneously. Journal: The Service Industries Journal Pages: 134-153 Issue: 2 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1474876 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1474876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:2:p:134-153 Template-Type: ReDIF-Article 1.0 Author-Name: Daniela Buzova Author-X-Name-First: Daniela Author-X-Name-Last: Buzova Author-Name: Silvia Sanz-Blas Author-X-Name-First: Silvia Author-X-Name-Last: Sanz-Blas Author-Name: Amparo Cervera-Taulet Author-X-Name-First: Amparo Author-X-Name-Last: Cervera-Taulet Title: Does culture affect sentiments expressed in cruise tours’ eWOM? Abstract: The study aims to examine the sentiment differences in the content of cruise tour online reviews across North Americans and Europeans, as representing the two largest cruise markets. Dictionary-based sentiment analysis has been carried out on 1127 reviews on guided tours retrieved from TripAdvisor. The results indicate significant differences in the sentiment score of the reviews, with North Americans’ texts being more emotionally charged than the European ones. In addition, North Americans’ reviews conveyed a more positive affect and had a more subjective and intimate tone, while those written by Europeans contained a smaller amount of sentiment-bearing words and their tone was more objective. The study’s contribution lies in (i) providing evidence for the influence of culture on electronic word-of-mouth communication in terms of varying sentiment expression, (ii) demonstrating the effectiveness of sentiment analysis for recognizing cultural differences and (iii) enhancing the current understanding of cruisers’ tour experience. Journal: The Service Industries Journal Pages: 154-173 Issue: 2 Volume: 39 Year: 2019 Month: 1 X-DOI: 10.1080/02642069.2018.1476497 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1476497 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:2:p:154-173 Template-Type: ReDIF-Article 1.0 Author-Name: Eduardo Veiga Bueno Author-X-Name-First: Eduardo Veiga Author-X-Name-Last: Bueno Author-Name: Tiziana Brenner Beauchamp Weber Author-X-Name-First: Tiziana Brenner Beauchamp Author-X-Name-Last: Weber Author-Name: Emerson Luiz Bomfim Author-X-Name-First: Emerson Luiz Author-X-Name-Last: Bomfim Author-Name: Heitor Takashi Kato Author-X-Name-First: Heitor Takashi Author-X-Name-Last: Kato Title: Measuring customer experience in service: A systematic review Abstract: The aim of this systematic review is to identify how customer experience in the service sector has been measured in relevant publications in the marketing field. A sample of 33 papers was collected from two electronic databases—the Web of Science (Thomson Reuters) and Scopus (Elsevier)—covering a large number of publications. After analyzing the articles and reviewing the customer experience literature, the following are our main contributions: (i) clarification of the concepts that appear in the literature review of customer experience in the service sector; (ii) classification of the variables, scales, and constructs related to customer experience in service; (iii) demonstration of the service experience as the preponderant construct that is used to measure customer experience in service; and (iv) proposal of a new dimension—the concept of ‘pre-experience’—to measure customer experience in service. These contributions can provide a more solid basis for measuring customer experience in service. Journal: The Service Industries Journal Pages: 779-798 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1561873 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1561873 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:779-798 Template-Type: ReDIF-Article 1.0 Author-Name: Sanglee Cho Author-X-Name-First: Sanglee Author-X-Name-Last: Cho Title: Effects of social support and grateful disposition on employees’ psychological well-being Abstract: This study proposes grateful disposition as an individual affective factor affecting service employees’ psychological well-being. Grateful disposition is the tendency to recognize and appreciate the contributions of others as positive experiences or to experience gratitude easily. To analyze the relationship between emotional dissonance and psychological well-being and the moderating effect of social support and grateful disposition, hierarchical regression analysis was used. Using convenience sampling from department store employees (n = 239) in Korea, this study found that grateful disposition as well as social support moderated the relationship between emotional dissonance and psychological well-being. This study demonstrates the importance of individual affective traits affecting psychological well-being, which were overlooked in the previous studies, and provides an opportunity to discuss grateful disposition in service marketing. Journal: The Service Industries Journal Pages: 799-819 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1444755 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1444755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:799-819 Template-Type: ReDIF-Article 1.0 Author-Name: Kaan Varnali Author-X-Name-First: Kaan Author-X-Name-Last: Varnali Title: Understanding customer journey from the lenses of complexity theory Abstract: The present article develops an argument that conceptualizing the customer journey as a complex system provides both a systematic portrayal of the complex and holistic nature of customer experience and an opportunity to serve as an integrative framework for differing definitions in the service literature. A comprehensive literature review reflecting the contemporary understanding of the concept of customer journey is presented. Theoretical and practical implications of adopting a complexity theory-based stance in customer experience research are discussed under five fundamental tenets of complexity theory. Journal: The Service Industries Journal Pages: 820-835 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1445725 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1445725 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:820-835 Template-Type: ReDIF-Article 1.0 Author-Name: Stephen W. Wang Author-X-Name-First: Stephen W. Author-X-Name-Last: Wang Author-Name: Lou E. Pelton Author-X-Name-First: Lou E. Author-X-Name-Last: Pelton Author-Name: Maxwell K. Hsu Author-X-Name-First: Maxwell K. Author-X-Name-Last: Hsu Title: Analysis of consumers’ attitudinal and emotional factors on luxury apparel brand purchase intentions Abstract: This study advances both descriptive and managerial research addressing foreign consumers’ attitudinal, attributional and emotional valuations of brand equity for a U.S.-based global luxury brand. Taiwan was selected as the focal population of interest because this foreign market is distinguished by high market penetration and consumer awareness of global apparel brands. Consistent with a call for additional research on this topic, the present study employed both qualitative and quantitative research methods to empirically assess the relationship of foreign consumers’ brand awareness, attitudinal and emotional factors with the ensuing purchase intentions. Notably, customers’ level of price sensitivity is also included in the model, and the empirical findings reveal that price sensitivity negatively influences purchase intentions. The results also suggest that consumers’ susceptibility for perceived quality has a positive influence on purchase intentions for the U.S. apparel brand through emotional value. The takeaway for marketers in the luxury apparel industry is to increase the brand value in the customers’ mind to offset the likely negative effect of consumer price sensitivity. In addition, fashion brand managers could consider penetrating the brand-sensitive buyer’s market with a popular name brand and try to exploit the brand-insensitive buyer market with a generic apparel brand. Journal: The Service Industries Journal Pages: 836-854 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1494158 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1494158 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:836-854 Template-Type: ReDIF-Article 1.0 Author-Name: Mansi Rastogi Author-X-Name-First: Mansi Author-X-Name-Last: Rastogi Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Mehmet Mehmetoglu Author-X-Name-First: Mehmet Author-X-Name-Last: Mehmetoglu Title: Linking resources to career satisfaction through work–family enrichment Abstract: Using the work–family enrichment (WFE) model and social exchange theory as the theoretical underpinnings, our study investigates WFE as a mediator of the effects of material resources (i.e. salary, job security) as well as psychological resources (i.e. self-esteem) on career satisfaction. Our study gathered data from frontline employees (FLEs) in small- and medium-sized hotels in Delhi, the capital city of India, and gauged the aforementioned relationships through partial least squares structural equation modelling. The results suggest that FLEs’ satisfaction with salary and job security needs fosters WFE that in turn gives rise to satisfaction with their career in the organisation. The results also suggest that FLEs’ satisfaction with esteem needs stimulates WFE that in turn engenders career satisfaction. We discuss theoretical and practical implications of the empirical findings in the paper. Journal: The Service Industries Journal Pages: 855-876 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1449835 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1449835 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:855-876 Template-Type: ReDIF-Article 1.0 Author-Name: Hyo Sun Jung Author-X-Name-First: Hyo Sun Author-X-Name-Last: Jung Author-Name: Hye Hyun Yoon Author-X-Name-First: Hye Hyun Author-X-Name-Last: Yoon Title: How does workplace harassment influence the employees’ response in a deluxe hotel? Abstract: Recently, workplace harassment in the form of superiors abusing their power over subordinates has emerged as a social problem. In the deluxe hotel work environment, dealing with this issue starts by asking whether harassment by a superior has taken place – and if so, how it has influenced subordinates’ responses. The purpose of this study was to measure the perception of workplace harassment among employees and to explain the relationships between workplace harassment and employee engagement, satisfaction, burnout, and turnover intent in deluxe hotels in South Korea. The results showed that verbal aggression had a significant negative effect on employee engagement, while isolation, disrespectful behavior, and physical aggression exacerbated employee burnout. In addition, employee engagement significantly enhanced job satisfaction, while burnout increased employees’ turnover intent. Limitations and future research directions are also discussed. Journal: The Service Industries Journal Pages: 877-900 Issue: 11-12 Volume: 39 Year: 2019 Month: 9 X-DOI: 10.1080/02642069.2018.1493103 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1493103 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:39:y:2019:i:11-12:p:877-900 Template-Type: ReDIF-Article 1.0 Author-Name: Chin-Feng Lin Author-X-Name-First: Chin-Feng Author-X-Name-Last: Lin Author-Name: Chen-Su Fu Author-X-Name-First: Chen-Su Author-X-Name-Last: Fu Title: Advancing laddering and critical incident technique to reveal restaurant niches Abstract: This study, based on means-end chain and dramaturgical theories, aims to reveal critical attributes/incidents that influence consumers to dine in a restaurant and proposes a complete picture for restaurant operators to understand consumer inner thinking that can be used to carve out their restaurant niches. By using the laddering and the critical incident techniques, this study proposes a theoretical explanatory scheme to identify the most critical attributes/incidents for the restaurant operators. From the perspective of dramaturgical theory, the results of the hierarchical value map show that the most common attributes/incidents dining in the restaurant are related to the physical facilities or customer–staff interaction system. Such a map can help restaurant operators easily and quickly capture their strengths and weaknesses from the relationship between restaurant features and customer value demands. If managers would like to know more specific critical attributes/features for their restaurants, they may simply follow the same procedure outlined in this work to find out what is the niche for their services and establishments, in order to survive in a highly competitive environment. Journal: The Service Industries Journal Pages: 801-818 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1351551 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1351551 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:801-818 Template-Type: ReDIF-Article 1.0 Author-Name: Albert John Author-X-Name-First: Albert Author-X-Name-Last: John Author-Name: Faisal Qadeer Author-X-Name-First: Faisal Author-X-Name-Last: Qadeer Author-Name: Gulnaz Shahzadi Author-X-Name-First: Gulnaz Author-X-Name-Last: Shahzadi Author-Name: Fu Jia Author-X-Name-First: Fu Author-X-Name-Last: Jia Title: Corporate social responsibility and employee’s desire: a social influence perspective Abstract: Corporate social responsibility (CSR) is an increasingly important topic in management, especially in organizational behavior field across the globe; however, this concept is still in its infancy in Pakistan. In this study, we examined the effect of employees’ perceptions about CSR on their Desire to have a Significant Impact through Work (DSIW). We suggested the serial mediation of organizational identification and organizational pride in this relationship. The time-lag data of middle managers were collected from a well-known Pakistani firm that is actively engaged in CSR. The data consist of 187 observations and were analyzed using structural equation modeling in AMOS software. The results show that CSR positively affects employees’ identification that in turn make employees proud of their organizational membership and finally pride leads to employees’ DSIW. The study contributes in CSR and organizational behavior literature and provides managerial implication to enhance the positive psychological state of employees. Journal: The Service Industries Journal Pages: 819-832 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1353081 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1353081 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:819-832 Template-Type: ReDIF-Article 1.0 Author-Name: C. Di Berardino Author-X-Name-First: C. Author-X-Name-Last: Di Berardino Author-Name: D. D’Ingiullo Author-X-Name-First: D. Author-X-Name-Last: D’Ingiullo Author-Name: A. Sarra Author-X-Name-First: A. Author-X-Name-Last: Sarra Title: Distributive trade and regional productivity growth Abstract: The paper aims to investigate the relationship between distributive trade (wholesale and retail trade) and productivity growth across Italian provinces. In most studies, the potential determinants of productivity in the distributive trade have been investigated, while the impact of these activities on economic growth of the whole system has received less attention. By using panel data during the time period 2000–2013, the paper tests if the increase in the share of employees in distributive trade over the given period has promoted the productivity growth. This study applies both a random-effects model and, among the dynamic panel data estimators, a generalized method of moments estimator (GMM). In order to control both the issue of endogeneity, due to the presence of some potentially endogenous variables among the explanatory variables, and the problem of instrument proliferation, the GMM estimator is implemented together with a statistical method, which reduces the number of instruments when the set of endogenous variables is wide. The findings show that the distributive trade has a strong positive impact on the productivity growth. Moreover, this link is reinforced when we control the potential endogeneity. The results also support the idea that distributive trade can promote provincial convergence. Journal: The Service Industries Journal Pages: 833-857 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1359261 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1359261 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:833-857 Template-Type: ReDIF-Article 1.0 Author-Name: Xiaofei Li Author-X-Name-First: Xiaofei Author-X-Name-Last: Li Author-Name: Baolong Ma Author-X-Name-First: Baolong Author-X-Name-Last: Ma Author-Name: Chen Zhou Author-X-Name-First: Chen Author-X-Name-Last: Zhou Title: Effects of customer loyalty on customer entitlement and voiced complaints Abstract: The value of customer loyalty has been well documented by academicians and practitioners. Nevertheless, prior literature has paid little attention to the negative consequences of customer loyalty, for example, entitlement behaviors (e.g. requests for deeper discounts) and complaint behaviors (voicing dissatisfaction to the company). This research empirically examines the effects of customer loyalty on entitlement and voiced complaint behaviors in the context of Frequent Flyer programs in airline industry. Base on partial least squares-structural equation modeling, the results show that (1) customer loyalty has a positive effect on customer entitlement, which is the extent to which customers expect special treatment from the company; (2) the effect of customer loyalty on voiced complaints is fully mediated by customer entitlement; (3) perceived status of loyalty programs amplifies the entitlement behaviors of loyal customers, while tangible rewards of loyalty programs mitigate the entitlement behaviors of loyal customers. Theoretical and managerial implications are elaborated in the discussion section. Journal: The Service Industries Journal Pages: 858-874 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1360290 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1360290 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:858-874 Template-Type: ReDIF-Article 1.0 Author-Name: Vasco Eiriz Author-X-Name-First: Vasco Author-X-Name-Last: Eiriz Author-Name: Filipe Pinto Leite Author-X-Name-First: Filipe Pinto Author-X-Name-Last: Leite Title: The digital distribution of music and its impact on the business models of independent musicians Abstract: This article analyses the impact of digital distribution of music on business models developed by independent musicians. More specifically, it aims to analyse the main changes in the network of relationships between musicians and record companies, and between musicians and consumers; and to analyse how independent musicians’ business models have been evolving as a response to increasing change in the distribution of music. The data was collected through semi-structured interviews with independent musicians, music journalists, and small independent record labels. The article discusses empirically the main results regarding changes in the network of relationships under study and analyses the evolution of business models, concluding that independent musicians follow a diversification strategy, aiming to capture the business opportunities provided by technological changes in the distribution of music. The implications of such an option, including its main challenges, are discussed. Journal: The Service Industries Journal Pages: 875-895 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1361935 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1361935 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:875-895 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-Ju Wang Author-X-Name-First: Hui-Ju Author-X-Name-Last: Wang Title: Determinants of consumers’ purchase behaviour towards green brands Abstract: This study applies perceived risk theory to explore the factors that influence consumers’ purchase behaviour towards green brands, including green perceived quality, green perceived value, green perceived risk, information costs saved, and purchase intentions towards green brands. This study focuses on consumers who have the experience of purchasing products from green brands in the food and restaurant service industry in Taiwan. The results of this study show that purchase intentions are positively associated with purchase behaviour. Moreover, the study demonstrates that purchase intentions mediate the impacts of green perceived quality, green perceived value, information costs saved, and green perceived risk on purchase behaviour. Specifically, green perceived risk is negatively influenced by green perceived value and information costs saved and functions as a mediator among green perceived value, information costs saved, and purchase intentions. The study has critical implications for green brand researchers and practitioners. Journal: The Service Industries Journal Pages: 896-918 Issue: 13-14 Volume: 37 Year: 2017 Month: 10 X-DOI: 10.1080/02642069.2017.1365140 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1365140 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:13-14:p:896-918 Template-Type: ReDIF-Article 1.0 Author-Name: María Pilar Martínez-Ruiz Author-X-Name-First: María Pilar Author-X-Name-Last: Martínez-Ruiz Author-Name: Juán José Blázquez-Resino Author-X-Name-First: Juán José Author-X-Name-Last: Blázquez-Resino Author-Name: Giovanni Pino Author-X-Name-First: Giovanni Author-X-Name-Last: Pino Title: Store attributes leading customer satisfaction with unplanned purchases Abstract: Understanding which specific factors of retail stores’ offering affect unplanned buyers’ satisfaction may be of great interest to store managers as they could set ad hoc strategies to target these consumers and establish long-term, profitable relationships with them. Satisfied unplanned buyers could indeed return to the store where they purchased their unplanned item(s) and/or positively talk about it with other customers. Nevertheless, we still know very little about such factors. To close this gap, this research gathered survey data on consumers’ store satisfaction and perceptions of store attributes in Spain during two time periods: in 2008, when the crisis was barely noticed by Spanish consumers, and five years later, when consumers were experiencing this economic situation. The results obtained evidence how grocery retailers can respond to customers’ awareness of the crisis by providing some managerial recommendations for bolstering satisfaction in consumer segments with diverse levels of unplanned buying behavior. Journal: The Service Industries Journal Pages: 277-295 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1315409 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1315409 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:277-295 Template-Type: ReDIF-Article 1.0 Author-Name: Juram Kim Author-X-Name-First: Juram Author-X-Name-Last: Kim Author-Name: Changyong Lee Author-X-Name-First: Changyong Author-X-Name-Last: Lee Title: Stochastic service life cycle analysis using customer reviews Abstract: This study proposes a stochastic service life cycle analysis to gauge where a service is in its life cycle and to give forecasts about its future prospects. We employ customer review data to measure customer-oriented service maturity and use a hidden Markov model to estimate the probability of a service being at a certain stage of its life cycle. Based on this, we also develop three indicators to represent the future prospects of a service’s life cycle progression. The main advantages of the proposed approach lie in its ability to model different shapes of life cycles without any supplementary information and to examine a wide range of services at acceptable levels of time and cost. We believe our method will assist firms in building stage-customised post-launch service strategies. A case study of mobile game services in the Apple App Store is presented. Journal: The Service Industries Journal Pages: 296-316 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1316379 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1316379 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:296-316 Template-Type: ReDIF-Article 1.0 Author-Name: Isabelle Brun Author-X-Name-First: Isabelle Author-X-Name-Last: Brun Author-Name: Lova Rajaobelina Author-X-Name-First: Lova Author-X-Name-Last: Rajaobelina Author-Name: Line Ricard Author-X-Name-First: Line Author-X-Name-Last: Ricard Author-Name: Bilitis Berthiaume Author-X-Name-First: Bilitis Author-X-Name-Last: Berthiaume Title: Impact of customer experience on loyalty: a multichannel examination Abstract: This article examines the relation between the five dimensions of customer experience advocated by Schmitt [1999a. Experiential Marketing. Journal of Marketing Management, 15, 53–67] (cognitive, affective, sensory, behavioural and social) and service provider loyalty. The examination focuses on two different channels, namely branch/agency (physical) and online (Web-based). A total of 484 panellists of a large Canadian polling firm self-administered a Web-based questionnaire regarding banking experience. The exercise was subsequently replicated in the tourism sector. Findings demonstrate that the main dimension impacting loyalty is the affective dimension (negative), thereby contributing handsomely to experiential marketing literature since negative emotions are rarely investigated. Findings also reveal that choice of channel exerts a moderating effect on the different dimensions influencing loyalty and that results vary from one sector to another. The multidimensional, multichannel, multisector approach selected for this study substantiates customer experience as complex and context specific. The authors also suggest practical implications and set out avenues of future research. Journal: The Service Industries Journal Pages: 317-340 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1322959 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1322959 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:317-340 Template-Type: ReDIF-Article 1.0 Author-Name: Erik Sundström Author-X-Name-First: Erik Author-X-Name-Last: Sundström Author-Name: Jenny Karlsson Author-X-Name-First: Jenny Author-X-Name-Last: Karlsson Author-Name: Carolina Camén Author-X-Name-First: Carolina Author-X-Name-Last: Camén Title: Service innovation as a political process Abstract: Service innovation processes are driven by stakeholders in interaction and are understood and sketched as a value negotiation process that consists of an iterative process of securing potential value in service. While previous research has focused on service innovation as a harmonious closed system, our study explores service innovation as a political process in which stakeholders negotiate to create and secure future value. Data are collected through interviews and participant observations in four different case studies. Our study contributes to the field by illuminating service innovation as a political process and explaining how this is operationalized. The findings also contribute to an understanding of how stakeholder resources impact a chosen strategy; the resulting strategy’s impact on the service concept vis-à-vis its potential value; and how several involved stakeholders formulate, negotiate, and secure future potential value, which are the activities that drive a service innovation process. Journal: The Service Industries Journal Pages: 341-362 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1322960 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1322960 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:341-362 Template-Type: ReDIF-Article 1.0 Author-Name: Jing Wang Author-X-Name-First: Jing Author-X-Name-Last: Wang Author-Name: Meina Zhao Author-X-Name-First: Meina Author-X-Name-Last: Zhao Author-Name: Gang Zhao Author-X-Name-First: Gang Author-X-Name-Last: Zhao Title: The impact of customer cognitive competence on online service decision-making: an event-related potentials perspective Abstract: Customer service online decision-making is subject to the perception of service value based on the interaction between customer cognition and emotion. The study reported in this paper examines the impact of customer cognitive competence on the online service perceived value. Thirty participants were divided into high- and low-cognitive-competence groups based on their responses on the service value perception survey. During the experiment, both groups were shown services that were available for online purchase. Changes in cognitive and emotional late positive potential (LPP) in the occipital and central–parietal region were recorded. In comparison with the customer sacrifice and customer benefit, the service value may elicit greater emotional LPP components in the central–parietal region and shorter cognitive LPPs in the occipital region in the group with high cognitive competence. Our findings present a potential neural mechanism for the impact of consumer cognitive competence on service value perception and decision-making, which may encourage the managers to improve service quality and guide the research of customer behavior and marketing. Journal: The Service Industries Journal Pages: 363-380 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1325467 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1325467 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:363-380 Template-Type: ReDIF-Article 1.0 Author-Name: Omar Sabbagh Author-X-Name-First: Omar Author-X-Name-Last: Sabbagh Author-Name: Mohd Nizam Ab Rahman Author-X-Name-First: Mohd Nizam Author-X-Name-Last: Ab Rahman Author-Name: Wan Rosmanira Ismail Author-X-Name-First: Wan Rosmanira Author-X-Name-Last: Ismail Author-Name: Wan Mohd Hirwani Wan Hussain Author-X-Name-First: Wan Mohd Hirwani Author-X-Name-Last: Wan Hussain Title: The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships Abstract: The purpose of this article is to investigate the differential influence of product quality and service quality on customer satisfaction (CS) along with the interaction role of warranty presence in the context of automotive dealerships. Survey-based research methodology is adopted in which the population are the car owners who perform repair and maintenance jobs in authorized service centres. It is found that the warranty moderation role is supported wherein the relationship between service quality and CS is strengthened by the warranty presence, contrary to the insignificant relationship between product quality and CS influenced by the warranty moderator; besides, the empirical results provide an evidence that the CS value relies on metrics comprising operational measures for service quality and product quality. The outcome of this study contributes to sensitizing the decision makers from manufacturing and service disciplines to the interdependencies and the prerequisite for overall collaborative development. This study presents the first systematic approach that differentiates the influence of product quality and service quality on CS, wherein the warranty service is primarily introduced as a moderator affecting the antecedent relationship in the context of automotive dealerships. Journal: The Service Industries Journal Pages: 381-407 Issue: 5-6 Volume: 37 Year: 2017 Month: 4 X-DOI: 10.1080/02642069.2017.1326483 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1326483 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:37:y:2017:i:5-6:p:381-407 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Belanche Author-X-Name-First: Daniel Author-X-Name-Last: Belanche Author-Name: Luis V. Casaló Author-X-Name-First: Luis V. Author-X-Name-Last: Casaló Author-Name: Carlos Flavián Author-X-Name-First: Carlos Author-X-Name-Last: Flavián Author-Name: Jeroen Schepers Author-X-Name-First: Jeroen Author-X-Name-Last: Schepers Title: Service robot implementation: a theoretical framework and research agenda Abstract: Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the current article seeks to complement research on robots’ human-likeness with investigations of the factors that service managers must choose for the service robots implemented in their service setting. A three-part framework, comprised of robot design, customer features, and service encounter characteristics, specifies key factors within each category that need to be analyzed together to determine their optimal adaptation to different service components. Definitions and overlapping concepts are clarified, together with previous knowledge on each variable and research gaps that need to be solved. This framework and the final research questions provide a research agenda to guide scholars and help practitioners implement service robots successfully. Journal: The Service Industries Journal Pages: 203-225 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2019.1672666 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1672666 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:203-225 Template-Type: ReDIF-Article 1.0 Author-Name: Jiseon Ahn Author-X-Name-First: Jiseon Author-X-Name-Last: Ahn Author-Name: Ki-Joon Back Author-X-Name-First: Ki-Joon Author-X-Name-Last: Back Title: The structural effects of affective and cognitive elaboration in formation of customer–brand relationship Abstract: Customer–brand relationships exist in many tourism categories; however, these relationships are rarely specified in the integrated resort category. Because an integrated resort consists of various types of travel services, customers form their attitudes based on their pleasure and sensory experiences as well as their cognitively oriented travel activities. This research suggests a model depicting both affective and cognitive elaboration processes that lead to building customer–brand relationship. The findings revealed that customers’ affective (e.g. affective brand experience) and cognitive (e.g. intellectual brand experience) elaborations are elicited concurrently in the formation of brand relationship quality and behavior intention toward an integrated resort brand. The novelty of this study is to provide the understanding of (1) an integrated model of cognitive and affective elaboration of brand experience processing; and (2) a mechanism of brand experience, brand relationship quality, and behavioral outcome in the integrated resort industry. Journal: The Service Industries Journal Pages: 226-242 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2018.1460358 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1460358 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:226-242 Template-Type: ReDIF-Article 1.0 Author-Name: Minseong Kim Author-X-Name-First: Minseong Author-X-Name-Last: Kim Author-Name: Lori Pennington-Gray Author-X-Name-First: Lori Author-X-Name-Last: Pennington-Gray Author-Name: Jihye Kim Author-X-Name-First: Jihye Author-X-Name-Last: Kim Title: Corporate social responsibility as a determinant of long-term orientation Abstract: Predictors for developing long-term orientation are of great interest to researchers and practitioners in the franchise industry since long-term orientation is a significant driver of success. The current research investigated the impact of congruity between a franchisee’s values and its franchisor’s corporate social responsibility (CSR) initiatives as well as the influence of ethical value on the franchisor–franchisee relationship. Also, this study examined the interrelationships among CSR activities, trust, and satisfaction, which then ultimately resulted in long-term orientation to the franchisor. Empirical findings indicated that value relevance and ethical value significantly influenced CSR activities which enhanced trust and two aspects of satisfaction (i.e. economic and non-economic). Also, trust significantly affected long-term orientation as well as two dimensions of satisfaction. Lastly, long-term orientation was significantly affected only by economic satisfaction. This study provides greater insights into long-term relationships in the franchise industry. Journal: The Service Industries Journal Pages: 243-267 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2018.1450871 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1450871 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:243-267 Template-Type: ReDIF-Article 1.0 Author-Name: Marta Estrada-Guillén Author-X-Name-First: Marta Author-X-Name-Last: Estrada-Guillén Author-Name: Diego Monferrer-Tirado Author-X-Name-First: Diego Author-X-Name-Last: Monferrer-Tirado Author-Name: Miguel Moliner-Tena Author-X-Name-First: Miguel Author-X-Name-Last: Moliner-Tena Title: Improving relationship quality during the crisis Abstract: The economic crisis in Spain has had a considerable impact on the financial sector and has led to a deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions and this management has affected the perceived quality of their relationship with their bank. In this article, we develop a theoretical approach starting from the hypothesis that customers’ emotional intelligence influences relationship quality. We also explore the possible interactions between the variables that make up the macro-construct of relationship quality. Results from a sample of 1125 customers in a study using structural equations models allow us to confirm these relationships and to reflect on the need to generate strategies that can maximise customers’ positive emotional performance. Journal: The Service Industries Journal Pages: 268-289 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2018.1441829 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1441829 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:268-289 Template-Type: ReDIF-Article 1.0 Author-Name: Alimshan Faizulayev Author-X-Name-First: Alimshan Author-X-Name-Last: Faizulayev Author-Name: Eralp Bektas Author-X-Name-First: Eralp Author-X-Name-Last: Bektas Author-Name: Abdul Ghafar Ismail Author-X-Name-First: Abdul Ghafar Author-X-Name-Last: Ismail Title: Profitability and persistency in the service industry: the case of QISMUT+3 Abstract: The aim of this study is to evaluate profitability determinants and profit persistency of Islamic and conventional banks operating in top nine Islamic Finance oriented-countries that are named as QISMUT+3 (Qatar, Indonesia, Saudi Arabia, Malaysia, UAE, Turkey, Bahrain, Kuwait and Pakistan). For this purpose, it uses bank specific, market structure, and macroeconomic variables that are utilized from Orbis Bank Focus and World Bank database. To capture endogeneity problem and unobserved heterogeneity, dynamic approach is used by employing system GMM estimation. The major findings of the study show higher profit persistency of Islamic banks (IBs) than conventional banks (CBs). The results also suggest that profitability determinants of IBs and CBs are different. Concerning the risk behavior, bank capitalization and credit risk variables are more important for CBs. Crisis results attribute better resilience to Islamic banks. Journal: The Service Industries Journal Pages: 290-314 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2018.1461210 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1461210 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:290-314 Template-Type: ReDIF-Article 1.0 Author-Name: Shanta Banik Author-X-Name-First: Shanta Author-X-Name-Last: Banik Author-Name: Yongqiang Gao Author-X-Name-First: Yongqiang Author-X-Name-Last: Gao Title: Status demotion in loyalty programmes: the role of perceived unfairness Abstract: Hierarchical loyalty programmes are widely adopted by service companies to enhance their relationships with customers. However, its negative effect, especially when customers are demoted, is relatively less researched. Building on equity theory, this study explores the effect of status demotion on customers’ loyalty intentions through the mediation of perceived unfairness. The moderating roles of status level and purpose of travel are also examined on the relationship between status demotion and perceived unfairness. Evidence from 220 airline customers in China shows that status demotion significantly influences customers’ perceived unfairness, which eventually decreases their loyalty intentions. The detrimental effect of status demotion on perceived unfairness is found to be higher for members who are demoted from top tier to low tier than those demoted from other tiers (top to middle and middle to low) and for members who travel for business purposes than for leisure purposes. Journal: The Service Industries Journal Pages: 315-336 Issue: 3-4 Volume: 40 Year: 2020 Month: 3 X-DOI: 10.1080/02642069.2018.1477938 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1477938 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:315-336 Template-Type: ReDIF-Article 1.0 Author-Name: Claudio Di Berardino Author-X-Name-First: Claudio Author-X-Name-Last: Di Berardino Author-Name: Gianni Onesti Author-X-Name-First: Gianni Author-X-Name-Last: Onesti Title: The two-way integration between manufacturing and services Abstract: In recent decades, developed economies have shown increasing employment in the services sector. This trend was accompanied by a contraction in the manufacturing sector. The traditional sectoral boundaries are becoming more blurred, causing some difficulties in the determination of the role of each industry in the economic system. This paper explores this topic by adopting a methodological approach that is different from the traditional analysis in the six main member countries in the Organization for Economic Cooperation and Development. In particular, following Pasinetti’s input–output subsystem approach, the paper describes interindustrial linkages from a vertical perspective. The analysis allows us to capture a growing gap across those countries in the dynamics of both manufacturing and services. These differences do not seem to emerge using the traditional approach. Journal: The Service Industries Journal Pages: 337-357 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1438415 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1438415 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:337-357 Template-Type: ReDIF-Article 1.0 Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Author-Name: Tsai-Lien Yeh Author-X-Name-First: Tsai-Lien Author-X-Name-Last: Yeh Author-Name: Chin-I Chang Author-X-Name-First: Chin-I Author-X-Name-Last: Chang Title: How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours Abstract: With theoretical foundations grounded on the Persuasion Knowledge Model, we conducted an online experiment to examine how the formats and calls to action (CTA) of Facebook’s native advertising impact consumers’ recognition in a specific advertisement. A 3 × 3 factorial between-subjects design was employed. We found that presenting an advertisement in a video format and a CTA using a ‘shop now’ function can increase advertising recognition when compared to other approaches. Additionally, we also found that different levels of advertising recognition generally lead to different levels of perceived entertainment, credibility, irritation, and behavioural share intention, and to different levels of understanding of persuasive intention. Journal: The Service Industries Journal Pages: 358-379 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1480724 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1480724 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:358-379 Template-Type: ReDIF-Article 1.0 Author-Name: Flavia Cavazotte Author-X-Name-First: Flavia Author-X-Name-Last: Cavazotte Author-Name: Valter Moreno Author-X-Name-First: Valter Author-X-Name-Last: Moreno Author-Name: Luis Cesar Chehab Lasmar Author-X-Name-First: Luis Cesar Chehab Author-X-Name-Last: Lasmar Title: Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain Abstract: The importance of the effect of work climate and employee attitude on customer satisfaction has attracted the attention of practitioners and researchers, and, hence, lead to the development of the service-profit chain framework. However, companies whose services involve tasks that are not intrinsically motivating and whose performance rewards are scarce face significant challenges motivating customer service teams and, thus, promoting customer satisfaction and organizational performance. We argue that, in such contexts, transformational leadership is an important factor for service management and that it is essential to foster engagement, satisfaction, and performance among service teams. To assess this proposition, we develop and statistically test a causal model with data from 224 teams (3938 employees) from a large call center company in Brazil. Employee performance and customer satisfaction were assessed with objective metrics supplied by the company. The results from structural equation analyses support all hypotheses in the study. Implications for service companies are addressed. Journal: The Service Industries Journal Pages: 380-393 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1481955 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1481955 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:380-393 Template-Type: ReDIF-Article 1.0 Author-Name: You-De Dai Author-X-Name-First: You-De Author-X-Name-Last: Dai Author-Name: Yu-Hsiang Hou Author-X-Name-First: Yu-Hsiang Author-X-Name-Last: Hou Author-Name: Ching-Hua Wang Author-X-Name-First: Ching-Hua Author-X-Name-Last: Wang Author-Name: Wen-Long Zhuang Author-X-Name-First: Wen-Long Author-X-Name-Last: Zhuang Author-Name: Ying-Chan Liu Author-X-Name-First: Ying-Chan Author-X-Name-Last: Liu Title: TMX, social loafing, perceived accountability and OCB Abstract: This study intends to explore the effect of team-member exchange on perceived accountability and organizational citizenship behavior, as well as the potential moderating effects of social loafing in the relationship. Data were collected from full-time hotel employees in northern Taiwan. A convenience sampling method was used to distribute questionnaires to employees in 25 five-star international tourist hotels. A total of 550 questionnaires were distributed, of which 366 were returned and 184 were rejected due to incorrect completion and incoherent information, yielding a response rate of 66.5%. The result fills previous studies’ research gap and indicates that a moderated mediation model with perceived accountability as the mediator of the relationship between team-member exchange and organizational citizenship behavior, and with social loafing as the moderator on such negative indirect link between team-member exchange, perceived accountability, and organizational citizenship behavior. Journal: The Service Industries Journal Pages: 394-414 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1500554 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1500554 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:394-414 Template-Type: ReDIF-Article 1.0 Author-Name: Xiao-Yu Liu Author-X-Name-First: Xiao-Yu Author-X-Name-Last: Liu Author-Name: Yongmei Liu Author-X-Name-First: Yongmei Author-X-Name-Last: Liu Title: The service smile chain: linking leader emotions to customer outcomes Abstract: This study examines the emotional mechanisms that link leadership and customer outcomes. Data were collected from 359 matched supervisor-subordinate-customer triads in a chain restaurant in China. Results show that leader positive emotions are transmitted to customers via service employee positive emotions, which then increase customer re-patronage intentions. However, although leader negative emotions are positively associated with employee negative emotions, employee negative emotions are not transmitted to customers. Moreover, employees’ negative affectivity (NA) moderates the relationship between leaders’ and employees’ negative emotions, such that the relationship is stronger among high NAs. The study extends prior literature by identifying a service smile chain that links leadership and customer outcomes and by investigating the moderating role of NA in such chains. Study findings highlight the important connection between intra-organizational emotional mechanisms and customer outcomes and point to the importance of an emotionally healthy workplace to better customer service. Journal: The Service Industries Journal Pages: 415-435 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1509958 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1509958 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:415-435 Template-Type: ReDIF-Article 1.0 Author-Name: Jung-Hwan Kim Author-X-Name-First: Jung-Hwan Author-X-Name-Last: Kim Author-Name: Minjeong Kim Author-X-Name-First: Minjeong Author-X-Name-Last: Kim Title: Conceptualization and assessment of E-service quality for luxury brands Abstract: Designed as a two-part study, the current study systematically evaluates the e-service quality performance of luxury fashion websites (Study 1) and investigates actual shoppers’ perceptions and evaluations of the e-service quality of luxury fashion websites and their influence on e-satisfaction and e-loyalty (Study 2). This study further examines the moderating role of luxury online shoppers’ income levels in the relationship among perceptions and evaluations of e-service quality, e-satisfaction, and e-loyalty. The results of the study confirm a preliminary stage of e-commerce development for luxury fashion websites, revealing a large gap between online and offline experiences. The comprehensive e-service attributes identified and empirically tested in the study will be useful to both academic researchers and industry practitioners not only for assessing current e-service quality, but also identifying specific areas for improvement. Journal: The Service Industries Journal Pages: 436-470 Issue: 5-6 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1517755 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1517755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5-6:p:436-470 Template-Type: ReDIF-Article 1.0 Author-Name: Claudio Di Berardino Author-X-Name-First: Claudio Author-X-Name-Last: Di Berardino Author-Name: Gianni Onesti Author-X-Name-First: Gianni Author-X-Name-Last: Onesti Title: The two-way integration between manufacturing and services Abstract: In recent decades, developed economies have shown increasing employment in the services sector. This trend was accompanied by a contraction in the manufacturing sector. The traditional sectoral boundaries are becoming more blurred, causing some difficulties in the determination of the role of each industry in the economic system. This paper explores this topic by adopting a methodological approach that is different from the traditional analysis in the six main member countries in the Organization for Economic Cooperation and Development. In particular, following Pasinetti’s input–output subsystem approach, the paper describes interindustrial linkages from a vertical perspective. The analysis allows us to capture a growing gap across those countries in the dynamics of both manufacturing and services. These differences do not seem to emerge using the traditional approach. Journal: The Service Industries Journal Pages: 337-357 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1438415 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1438415 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:337-357 Template-Type: ReDIF-Article 1.0 Author-Name: Tser-Yieth Chen Author-X-Name-First: Tser-Yieth Author-X-Name-Last: Chen Author-Name: Tsai-Lien Yeh Author-X-Name-First: Tsai-Lien Author-X-Name-Last: Yeh Author-Name: Chin-I Chang Author-X-Name-First: Chin-I Author-X-Name-Last: Chang Title: How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours Abstract: With theoretical foundations grounded on the Persuasion Knowledge Model, we conducted an online experiment to examine how the formats and calls to action (CTA) of Facebook’s native advertising impact consumers’ recognition in a specific advertisement. A 3 × 3 factorial between-subjects design was employed. We found that presenting an advertisement in a video format and a CTA using a ‘shop now’ function can increase advertising recognition when compared to other approaches. Additionally, we also found that different levels of advertising recognition generally lead to different levels of perceived entertainment, credibility, irritation, and behavioural share intention, and to different levels of understanding of persuasive intention. Journal: The Service Industries Journal Pages: 358-379 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1480724 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1480724 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:358-379 Template-Type: ReDIF-Article 1.0 Author-Name: Flavia Cavazotte Author-X-Name-First: Flavia Author-X-Name-Last: Cavazotte Author-Name: Valter Moreno Author-X-Name-First: Valter Author-X-Name-Last: Moreno Author-Name: Luis Cesar Chehab Lasmar Author-X-Name-First: Luis Cesar Chehab Author-X-Name-Last: Lasmar Title: Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain Abstract: The importance of the effect of work climate and employee attitude on customer satisfaction has attracted the attention of practitioners and researchers, and, hence, lead to the development of the service-profit chain framework. However, companies whose services involve tasks that are not intrinsically motivating and whose performance rewards are scarce face significant challenges motivating customer service teams and, thus, promoting customer satisfaction and organizational performance. We argue that, in such contexts, transformational leadership is an important factor for service management and that it is essential to foster engagement, satisfaction, and performance among service teams. To assess this proposition, we develop and statistically test a causal model with data from 224 teams (3938 employees) from a large call center company in Brazil. Employee performance and customer satisfaction were assessed with objective metrics supplied by the company. The results from structural equation analyses support all hypotheses in the study. Implications for service companies are addressed. Journal: The Service Industries Journal Pages: 380-393 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1481955 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1481955 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:380-393 Template-Type: ReDIF-Article 1.0 Author-Name: You-De Dai Author-X-Name-First: You-De Author-X-Name-Last: Dai Author-Name: Yu-Hsiang Hou Author-X-Name-First: Yu-Hsiang Author-X-Name-Last: Hou Author-Name: Ching-Hua Wang Author-X-Name-First: Ching-Hua Author-X-Name-Last: Wang Author-Name: Wen-Long Zhuang Author-X-Name-First: Wen-Long Author-X-Name-Last: Zhuang Author-Name: Ying-Chan Liu Author-X-Name-First: Ying-Chan Author-X-Name-Last: Liu Title: TMX, social loafing, perceived accountability and OCB Abstract: This study intends to explore the effect of team-member exchange on perceived accountability and organizational citizenship behavior, as well as the potential moderating effects of social loafing in the relationship. Data were collected from full-time hotel employees in northern Taiwan. A convenience sampling method was used to distribute questionnaires to employees in 25 five-star international tourist hotels. A total of 550 questionnaires were distributed, of which 366 were returned and 184 were rejected due to incorrect completion and incoherent information, yielding a response rate of 66.5%. The result fills previous studies’ research gap and indicates that a moderated mediation model with perceived accountability as the mediator of the relationship between team-member exchange and organizational citizenship behavior, and with social loafing as the moderator on such negative indirect link between team-member exchange, perceived accountability, and organizational citizenship behavior. Journal: The Service Industries Journal Pages: 394-414 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1500554 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1500554 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:394-414 Template-Type: ReDIF-Article 1.0 Author-Name: Xiao-Yu Liu Author-X-Name-First: Xiao-Yu Author-X-Name-Last: Liu Author-Name: Yongmei Liu Author-X-Name-First: Yongmei Author-X-Name-Last: Liu Title: The service smile chain: linking leader emotions to customer outcomes Abstract: This study examines the emotional mechanisms that link leadership and customer outcomes. Data were collected from 359 matched supervisor-subordinate-customer triads in a chain restaurant in China. Results show that leader positive emotions are transmitted to customers via service employee positive emotions, which then increase customer re-patronage intentions. However, although leader negative emotions are positively associated with employee negative emotions, employee negative emotions are not transmitted to customers. Moreover, employees’ negative affectivity (NA) moderates the relationship between leaders’ and employees’ negative emotions, such that the relationship is stronger among high NAs. The study extends prior literature by identifying a service smile chain that links leadership and customer outcomes and by investigating the moderating role of NA in such chains. Study findings highlight the important connection between intra-organizational emotional mechanisms and customer outcomes and point to the importance of an emotionally healthy workplace to better customer service. Journal: The Service Industries Journal Pages: 415-435 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1509958 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1509958 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:415-435 Template-Type: ReDIF-Article 1.0 Author-Name: Jung-Hwan Kim Author-X-Name-First: Jung-Hwan Author-X-Name-Last: Kim Author-Name: Minjeong Kim Author-X-Name-First: Minjeong Author-X-Name-Last: Kim Title: Conceptualization and assessment of E-service quality for luxury brands Abstract: Designed as a two-part study, the current study systematically evaluates the e-service quality performance of luxury fashion websites (Study 1) and investigates actual shoppers’ perceptions and evaluations of the e-service quality of luxury fashion websites and their influence on e-satisfaction and e-loyalty (Study 2). This study further examines the moderating role of luxury online shoppers’ income levels in the relationship among perceptions and evaluations of e-service quality, e-satisfaction, and e-loyalty. The results of the study confirm a preliminary stage of e-commerce development for luxury fashion websites, revealing a large gap between online and offline experiences. The comprehensive e-service attributes identified and empirically tested in the study will be useful to both academic researchers and industry practitioners not only for assessing current e-service quality, but also identifying specific areas for improvement. Journal: The Service Industries Journal Pages: 436-470 Issue: 5 Volume: 40 Year: 2020 Month: 4 X-DOI: 10.1080/02642069.2018.1517755 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1517755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:5:p:436-470 Template-Type: ReDIF-Article 1.0 Author-Name: Prince Clement Addo Author-X-Name-First: Prince Clement Author-X-Name-Last: Addo Author-Name: Fang Jiaming Author-X-Name-First: Fang Author-X-Name-Last: Jiaming Author-Name: Nora Bakabbey Kulbo Author-X-Name-First: Nora Bakabbey Author-X-Name-Last: Kulbo Author-Name: Li Liangqiang Author-X-Name-First: Li Author-X-Name-Last: Liangqiang Title: COVID-19: fear appeal favoring purchase behavior towards personal protective equipment Abstract: The 2019 novel coronavirus is a non-segmented positive-sense RNA virus belonging to the Coronaviridae-Nidovirales family. We examined the swings in purchase behavior following the outbreak of the COVID-19 in Wuhan, China, and across the world based on the theory of fear appeal. We gathered published statistics (suspected, confirmed, and fatality) on the COVID-19 alongside the purchase of personal protective equipment to examine the swings in online purchase behavior. With a serial mediated analysis, we established that fear appeal is associated with the sharp dynamics in the online purchase as related to the COVID-19. The results confirmed that fear appeal promotes social presence in anticipation of seeking affection, acceptance, and social information. This feeling is a precondition for developing e-loyalty, which promotes purchase behavior. Even though our variables might not be conclusive enough, we believe the findings are fundamental to understanding the swings in the purchase trend in this and any similar situations. Journal: The Service Industries Journal Pages: 471-490 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2020.1751823 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1751823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:471-490 Template-Type: ReDIF-Article 1.0 Author-Name: Shiwangi Singh Author-X-Name-First: Shiwangi Author-X-Name-Last: Singh Author-Name: Ismail Akbani Author-X-Name-First: Ismail Author-X-Name-Last: Akbani Author-Name: Sanjay Dhir Author-X-Name-First: Sanjay Author-X-Name-Last: Dhir Title: Service innovation implementation: a systematic review and research agenda Abstract: This study presents a systematic literature review on the implementation of service innovation in the extant literature. This study conducts a comprehensive review of published articles in the extant literature related to various aspects of service innovation implementation and then critically reviews the extant literature to identify major factors that affect the success of innovation implementation. Research gaps have thus been identified through the lens of theory development, context, characteristics, and methodology (TCCM framework). This article analyzes underexplored areas of research theme in the domain of service innovation implementation, thereby providing directions for future research. Journal: The Service Industries Journal Pages: 491-517 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2020.1731477 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1731477 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:491-517 Template-Type: ReDIF-Article 1.0 Author-Name: Jenkins Atarisigna Asaah Author-X-Name-First: Jenkins Atarisigna Author-X-Name-Last: Asaah Author-Name: Shao Yunfei Author-X-Name-First: Shao Author-X-Name-Last: Yunfei Author-Name: Kwame Ansong Wadei Author-X-Name-First: Kwame Ansong Author-X-Name-Last: Wadei Author-Name: Kofi Frimpong Adasa Nkrumah Author-X-Name-First: Kofi Frimpong Adasa Author-X-Name-Last: Nkrumah Title: Cultural orientations and product innovation in the Ghanaian banking sector Abstract: The Ghanaian banking sector plays a major role in the socio-economic development of the country. However, the banks are faced with many challenges which include growing customers’ demands, inadequate innovation practices and poor financial performance. With the advent of Information Communication Technologies (ICTs), there are calls for the banks to be more innovative. The paper explores the influence of organizational cultural orientations on product innovation. It also examines the moderating effect of extrinsic motivators on such relationships. Hypotheses were formulated and tested using data collected from the banking sector in Ghana. The findings are that innovate-oriented and compete-oriented cultures have a direct positive influence on product innovation. Both Informational Extrinsic Motivators (IEMs) and Controlling Extrinsic Motivators (CEMs) moderate the relationship between innovate-oriented, compete-oriented cultures and product innovation such that they diminish the positive relationship that exists between such variables. The paper offers theoretical contribution and managerial implications which are discussed. Journal: The Service Industries Journal Pages: 518-541 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2019.1569635 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1569635 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:518-541 Template-Type: ReDIF-Article 1.0 Author-Name: E. Van Tonder Author-X-Name-First: E. Author-X-Name-Last: Van Tonder Author-Name: L.T De Beer Author-X-Name-First: L.T Author-X-Name-Last: De Beer Author-Name: T. Kuyper Author-X-Name-First: T. Author-X-Name-Last: Kuyper Title: New perspective on informal knowledge sharing in the self-service environment Abstract: Customers informally sharing knowledge with other potential users about self-services may contribute to greater service adoption. However, amid the multitude of contributing factors previously identified, little is known about the extent to which informal knowledge from a fellow customer may inspire the receiving customer to engage in further informal knowledge sharing behaviour regarding self-services and the degree to which consumers’ emotional attachment towards the source could impact on argument success. This study broadens understanding of the matter and offers a new perspective on informal knowledge sharing behaviour in the self-service environment. Data was collected from electronic banking self-service users in South Africa and Germany, and involved a self-administered survey. The research findings explained the underlying process of continuous informal knowledge sharing behaviour concerning self-service technologies from a source credibility and social exchange theory perspective. Furthermore, novel insight is provided on the importance of customers’ emotional attachment to the source in impacting the persuasion process and the extent to which online beliefs of trust and usefulness may affect helping intention as a form of informal knowledge sharing behaviour. Journal: The Service Industries Journal Pages: 542-564 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2018.1560425 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1560425 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:542-564 Template-Type: ReDIF-Article 1.0 Author-Name: Salih Katırcıoglu Author-X-Name-First: Salih Author-X-Name-Last: Katırcıoglu Author-Name: Nesrin Ozatac Author-X-Name-First: Nesrin Author-X-Name-Last: Ozatac Author-Name: Nigar Taspınar Author-X-Name-First: Nigar Author-X-Name-Last: Taspınar Title: The role of oil prices, growth and inflation in bank profitability Abstract: The present study investigates the long-run equilibrium relationship between banking sector’s profitability and its internal and external determinants such as inflation, growth and oil prices in Turkey. The study adopts two separate models in order to differentiate the direct and indirect effects of oil price changes on bank profitability. Results of the study provide evidence that oil price changes significantly affect the Turkish banking sector’s profitability indirectly through the channels of inflation. Moreover, it is found that bank profitability is affected by oil prices directly and negatively because of the decreased oil-related business lending. The causality test results indicate that there are unidirectional relationships running from oil prices to inflation and from inflation to banking sector’s profitability. It is believed that findings of the study can be generalized for oil importing and developing countries in order to initiate precautions against oil price changes. Journal: The Service Industries Journal Pages: 565-584 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2018.1460359 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1460359 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:565-584 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Hsing Liu Author-X-Name-First: Chih-Hsing Author-X-Name-Last: Liu Author-Name: Angela Ya-ping Chang Author-X-Name-First: Angela Ya-ping Author-X-Name-Last: Chang Author-Name: Jeou-Shyan Horng Author-X-Name-First: Jeou-Shyan Author-X-Name-Last: Horng Author-Name: Sheng-Fang Chou Author-X-Name-First: Sheng-Fang Author-X-Name-Last: Chou Author-Name: Yung-Chuan Huang Author-X-Name-First: Yung-Chuan Author-X-Name-Last: Huang Title: Co-competition, learning, and business strategy for new service development Abstract: Co-competition and business strategy determine tourism organizations’ survival and growth. The current study highlights the following recent findings for the travel agency industry: (a) a co-competition strategy may enhance new service development (NSD) through organizational learning and business strategy; (b) entrepreneurial intention provides the impetus for organizational learning and business strategy improvement; and (c) entrepreneurial intention also strengthens the relationship between business strategy and new service development. This study used 345 surveys from different categories of travel agencies as samples to analyze hypothesis models from Taiwan. The results confirm that travel agencies’ competitive advantages are realized either when a firm maintains good relationships with competitors and adopts a learning orientation or when it deploys the appropriate business competitive strategy and entrepreneurial intention to enable it to offer new services to customers relative to competi­tors. Journal: The Service Industries Journal Pages: 585-609 Issue: 7-8 Volume: 40 Year: 2020 Month: 6 X-DOI: 10.1080/02642069.2019.1571045 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1571045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:7-8:p:585-609 Template-Type: ReDIF-Article 1.0 Author-Name: Sarvnaz Baradarani Author-X-Name-First: Sarvnaz Author-X-Name-Last: Baradarani Author-Name: Hasan Kilic Author-X-Name-First: Hasan Author-X-Name-Last: Kilic Title: Service innovation in the hotel industry: culture, behavior, performance Abstract: The aim of this study is to focus on the service innovation culture (SIC) in the formation of frontline employees’ (FLE) innovation performance based on two fit theories. More specifically, the research evaluates and examines the mediating role of challenge-oriented citizenship behavior (COCB) and charged behavior in the aforementioned relationship. To test the hypotheses, two-step structural equation modeling with bootstrapping estimation was conducted in AMOS, using data from 215 full-time frontline hotel employees over a one-month time period. This study establishes that the development of a SIC is positively related to the innovation performance of FLE. Likewise, the results indicate that there is a partially mediating role for the COCB and expanded charged behavior (encompassing vitality and creative self-efficacy) of FLE in the relationship between SIC and innovation performance. The findings of this study highlight the need for managers to incorporate a secure and trusting work environment so FLE will eagerly participate in the service innovation process by voicing their novel ideas. Managers can also consider the significance of the employee selection procedures and take advantage of employing university graduate for frontline service jobs. Journal: The Service Industries Journal Pages: 897-924 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2017.1420172 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1420172 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:897-924 Template-Type: ReDIF-Article 1.0 Author-Name: Edward S.T. Wang Author-X-Name-First: Edward S.T. Author-X-Name-Last: Wang Author-Name: Chia-Ling Lin Author-X-Name-First: Chia-Ling Author-X-Name-Last: Lin Title: How work design characteristics affect service employees’ work–family conflicts Abstract: Despite scholars acknowledging that the five core job characteristics (i.e. skill variety, task significance, task identity, autonomy, and feedback) significantly positively influence employees’ psychological states (i.e. job meaningfulness, job responsibility, and results knowledge), few researchers have empirically studied how these job characteristics and psychological states are related to job involvement and work–family conflict (WFC). Research data were collected by conducting a survey of service employees through a market survey website. A total of 714 valid questionnaires were eventually collected, and structural equation modeling analysis was applied to the data. The results confirmed that skill variety and job involvement have a positive direct influence on WFC, whereas task feedback significantly decreases WFC. Additional analysis suggested that the five core job characteristics indirectly influence WFC through perceived job meaningfulness, responsibility, knowledge of results, and job involvement. The managerial implications for service managers developing employee work design strategies are provided. Journal: The Service Industries Journal Pages: 925-947 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2017.1421635 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1421635 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:925-947 Template-Type: ReDIF-Article 1.0 Author-Name: Estelle van Tonder Author-X-Name-First: Estelle Author-X-Name-Last: van Tonder Author-Name: Daniël Johannes Petzer Author-X-Name-First: Daniël Johannes Author-X-Name-Last: Petzer Title: The interrelationships between relationship marketing constructs and customer engagement dimensions Abstract: The study examines the interrelationships between selected relationship marketing constructs, namely customer satisfaction, trust, perceived value and commitment, and their effect on the dimensions underlying customer engagement. The study is quantitative and an explanatory research design was followed. A total of 489 self-administered questionnaires were collected from customers of short-term insurance providers on the basis of convenience. Customer satisfaction impacts positively on affective commitment and trust. Customer value also impacts positively on affective commitment and trust, while trust impacts positively on affective commitment. Affective commitment in turn impacts positively on the four customer engagement dimensions: interaction, attention, absorption and affection. The research findings offer an initial understanding of the interrelationships between key relationship marketing constructs and their ultimate effect on various customer engagement dimensions. These matters have received little attention in marketing research, and knowledge of the proposed relationships may lead to further research on this topic. Journal: The Service Industries Journal Pages: 948-973 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2018.1425398 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1425398 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:948-973 Template-Type: ReDIF-Article 1.0 Author-Name: Adrian V. Horodnic Author-X-Name-First: Adrian V. Author-X-Name-Last: Horodnic Author-Name: Andreea Apetrei Author-X-Name-First: Andreea Author-X-Name-Last: Apetrei Author-Name: Florin-Alexandru Luca Author-X-Name-First: Florin-Alexandru Author-X-Name-Last: Luca Author-Name: Claudia-Ioana Ciobanu Author-X-Name-First: Claudia-Ioana Author-X-Name-Last: Ciobanu Title: Rating healthcare services: consumer satisfaction vs. health system performance Abstract: The complex healthcare services and the consumer’s lack of technical knowledge to assess them engender a debate over using consumer satisfaction ratings as a quality-of-care marker. This paper aims firstly to investigate the effect of socio-demographic, socio-economic and spatial characteristics on the perception of quality of healthcare and secondly to evaluate the relationship between consumer satisfaction and health system performance. Reporting a Eurobarometer survey and the scores of the Euro Health Consumer Index, the finding is that some socio-demographic groups are more likely to get unsatisfied with healthcare services than others (e.g. women, those over 24 years old, those who self-define themselves as working class). Moreover, a strong relationship is revealed between consumer satisfaction and health system performance. The higher the performance of a health system, the higher the propensity to have consumers with positive perception of the healthcare services (satisfied consumers). The implications of the findings are then discussed. Journal: The Service Industries Journal Pages: 974-994 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2018.1426752 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1426752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:974-994 Template-Type: ReDIF-Article 1.0 Author-Name: Chien-Wei Chen Author-X-Name-First: Chien-Wei Author-X-Name-Last: Chen Author-Name: Nai-Hwa Lien Author-X-Name-First: Nai-Hwa Author-X-Name-Last: Lien Title: Consumer evaluations of service co-branding Abstract: Rooted in signaling theory, this paper investigates the effects of co-branding structure, category fit, and types of sales promotion on consumers’ evaluations of service brand alliance. Results of a 2 × 2 × 2 experiment with co-branded credit cards as the focal product show that an equals co-branding structure (combination of two equally strongly established brands) is more likely to have greater consumer evaluations than any major-minor structure. The alliance of a low-equity host brand and a high-equity partner tends to enjoy better consumer evaluations than the arrangement of a high-equity host brand and a low-equity partner does, demonstrating a dominating effect. Category fit, which stands for signal consistency, positively moderates the relationships between co-branding structure and consumer evaluations. For any major-minor structure, consumers evaluate brand alliance with non-monetary promotion more favorably than that with monetary promotion. For equals co-branding structure, however, promotion type does not influence co-branding evaluations. Journal: The Service Industries Journal Pages: 995-1016 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2018.1427738 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1427738 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:995-1016 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Enamul Hoque Author-X-Name-First: Mohammad Enamul Author-X-Name-Last: Hoque Author-Name: Nik Mohd Hazrul Nik Hashim Author-X-Name-First: Nik Mohd Hazrul Author-X-Name-Last: Nik Hashim Author-Name: Mohammed Abdur Razzaque Author-X-Name-First: Mohammed Abdur Author-X-Name-Last: Razzaque Title: Effects of communication and financial concerns on banking attitude-behaviour relations Abstract: Despite extensive discussion of the concept of Islamic banking, which is based on the fundamental doctrines of Islamic law (Shariah) and Islamic economics (prohibition of interest and profit-loss sharing), few studies have explored the factors that potentially affect behaviour intentions among customers. This study investigates direct and moderating effects of communication and financial factors on customer attitudes and behavioural intentions towards Islamic banking. Data were collected from the customers of Islamic banks and the Islamic banking divisions of conventional banks in Malaysia using online surveys. The hypotheses were tested using hierarchical regression analysis. The results suggest that relationship marketing, informative advertising, perceived benefits, and profit-loss sharing are important determinants of behavioural intentions among both Muslim and non-Muslim customer groups. This study also found moderating effects for most of the conceptualized moderating variables, particularly attitude interactions with informative advertising, ease of online banking, and the principle of profit-loss sharing. There are both notable similarities and differences in the results for the two customer groups. The findings imply that different strategies should be used both to retain existing customers and attract new ones. Journal: The Service Industries Journal Pages: 1017-1042 Issue: 13-14 Volume: 38 Year: 2018 Month: 10 X-DOI: 10.1080/02642069.2018.1428954 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1428954 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:13-14:p:1017-1042 Template-Type: ReDIF-Article 1.0 Author-Name: Ziva Rozen-Bakher Author-X-Name-First: Ziva Author-X-Name-Last: Rozen-Bakher Title: Labour productivity in M&As: industry sector vs. services sector Abstract: Due to the high failure rate of the mergers and acquisitions (M&A) strategy, this study raises the questions of whether the pre-M&A performances of the acquirer and the target could predict improvement in labour productivity in the post-M&A period. The study also conducted sector analysis by comparison between three groups of the sample: the industry sector M&As, the services sector M&As and the all sectors M&As. The study uses a sample of 394 public firms from 13 countries that were involved in M&As. The study highlights the differences between the sectors. Buying a larger target in the services sector may not hinder the labour productivity in the post-M&A period, while in the industry sector, it may end in a negative influence on labour productivity. The study also shows that the labour productivity is higher in the services sector compared to the labour productivity in the industry sector, particularly during the integration stage. Journal: The Service Industries Journal Pages: 1043-1066 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2017.1397136 File-URL: http://hdl.handle.net/10.1080/02642069.2017.1397136 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1043-1066 Template-Type: ReDIF-Article 1.0 Author-Name: Seyed Mohammad Mosavi Author-X-Name-First: Seyed Mohammad Author-X-Name-Last: Mosavi Author-Name: Mohamad Sadegh Sangari Author-X-Name-First: Mohamad Sadegh Author-X-Name-Last: Sangari Author-Name: Abbas Keramati Author-X-Name-First: Abbas Author-X-Name-Last: Keramati Title: An integrative framework for customer switching behavior Abstract: Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context. Journal: The Service Industries Journal Pages: 1067-1094 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2018.1428955 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1428955 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1067-1094 Template-Type: ReDIF-Article 1.0 Author-Name: Ruiying Cai Author-X-Name-First: Ruiying Author-X-Name-Last: Cai Author-Name: Christina Geng-Qing Chi Author-X-Name-First: Christina Geng-Qing Author-X-Name-Last: Chi Title: The impacts of complaint efforts on customer satisfaction and loyalty Abstract: This study identifies the depth structure of customer complaint efforts and investigates the roles of each dimension in the structural relations with customer satisfaction and loyalty. Three dimensions of customer complaint efforts were identified, procedural effort, cognitive effort, and affective effort in the restaurant context. This study uses two subsamples to develop and validate the proposed three-dimension customer complaint efforts scale. Exploratory factor analysis was conducted on the first subsample of 211 participants. Confirmatory factor analysis and structural equation modeling were applied on the second subsample of 328 participants. It is found that customers’ physical/procedural and cognitive efforts exerted during the complaint resolution process compound their affective efforts, which further reduce customer satisfaction with the complaint process and erode customer behavioral and attitudinal loyalty. This study bridges the research gap gaps and provides managerial implications to help reduce customer complaint efforts and ensure positive customer behaviors. Journal: The Service Industries Journal Pages: 1095-1115 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2018.1429415 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1429415 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1095-1115 Template-Type: ReDIF-Article 1.0 Author-Name: Ross Curran Author-X-Name-First: Ross Author-X-Name-Last: Curran Author-Name: Ian W. F. Baxter Author-X-Name-First: Ian W. F. Author-X-Name-Last: Baxter Author-Name: Elaine Collinson Author-X-Name-First: Elaine Author-X-Name-Last: Collinson Author-Name: Martin Joseph Gannon Author-X-Name-First: Martin Joseph Author-X-Name-Last: Gannon Author-Name: Sean Lochrie Author-X-Name-First: Sean Author-X-Name-Last: Lochrie Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Jamie Thompson Author-X-Name-First: Jamie Author-X-Name-Last: Thompson Author-Name: Ozge Yalinay Author-X-Name-First: Ozge Author-X-Name-Last: Yalinay Title: The traditional marketplace: serious leisure and recommending authentic travel Abstract: Services reliant on revenue generated from tourism are often beholden to how authentic visitors perceive their offering to be. From a managerial perspective, this is exacerbated when they serve a dual-purpose, as both actively ingrained in local culture and showcased international tourist attractions. As such, this study contributes to Kolar and Žabkar’s (2010) consumer-based model of authenticity by assessing the relationships between serious leisure, object-based and existential authenticity, and visitor word-of-mouth (WOM) recommendations in Iranian cultural tourism. Utilising partial least-squares structural equation modelling, and drawing upon responses from 615 visitors to the Tabriz Grand Bazaar, it thus extends the model’s applicability to the developing Middle Eastern context. The results extend extant research by emphasising the importance of object-based authenticity, as opposed to existential authenticity, in stimulating positive visitor WOM recommendations. Consequently, this study advances the prevailing understanding of the role of authenticity in stimulating positive behavioural intentions by highlighting how destinations can stimulate visitor recommendations. Journal: The Service Industries Journal Pages: 1116-1132 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2018.1432603 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1432603 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1116-1132 Template-Type: ReDIF-Article 1.0 Author-Name: Murat Yeşiltaş Author-X-Name-First: Murat Author-X-Name-Last: Yeşiltaş Author-Name: Muharrem Tuna Author-X-Name-First: Muharrem Author-X-Name-Last: Tuna Title: The effect of ethical leadership on service sabotage Abstract: This study aims at examining the impact of ethical leadership activities on service sabotage, and the mediating role of service climate and corporate ethical values (CEV) on this impact. The study was completed via 384 acceptable questionnaires in total. The research findings show that ethical leadership affects the service climate and the CEV in a positive way whereas it has a negative effect on the service sabotage. In addition, it is observed that the CEV have a positive effect on the service climate. In the light of the research findings, managers’ ethical personal and managerial characteristics affect the service climate in a positive way and play a significant role for the ethical values to become more common within the organization. Furthermore, the ethical leadership is effective for decreasing the service sabotage which is referred as the undesirable and harming behaviors within the organization. Journal: The Service Industries Journal Pages: 1133-1159 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2018.1433164 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1433164 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1133-1159 Template-Type: ReDIF-Article 1.0 Author-Name: Chieh-Peng Lin Author-X-Name-First: Chieh-Peng Author-X-Name-Last: Lin Author-Name: Chou-Kang Chiu Author-X-Name-First: Chou-Kang Author-X-Name-Last: Chiu Author-Name: Chu-Mei Liu Author-X-Name-First: Chu-Mei Author-X-Name-Last: Liu Author-Name: Kuang-Jung Chen Author-X-Name-First: Kuang-Jung Author-X-Name-Last: Chen Author-Name: Chieh-Yu Hsiao Author-X-Name-First: Chieh-Yu Author-X-Name-Last: Hsiao Title: Modeling e-loyalty: a moderated-mediation model Abstract: This work proposes a research model that elaborates upon the development of e-loyalty based on the signaling theory and attachment theory. In the model, e-loyalty is indirectly related to both visual appeal and an e-tailer’s service reputation through the full mediation of trust and affection. At the same time, the relationships between trust and e-loyalty and between affection and e-loyalty are hypothetically moderated by an e-tailer’s service reputation. The proposed hypotheses of this research were empirically tested using data from working professionals in high-tech firms in terms of online retailing. This study surveyed the same research participants at two different time points, one month apart, to verify the theoretical inferences. The empirical findings herein complement the previous literature by presenting how visual appeal and an e-tailer’s service reputation simultaneously influence e-loyalty through various mediating and moderating mechanisms. Journal: The Service Industries Journal Pages: 1160-1178 Issue: 15-16 Volume: 38 Year: 2018 Month: 12 X-DOI: 10.1080/02642069.2018.1433165 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1433165 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1160-1178 Template-Type: ReDIF-Article 1.0 Author-Name: Evans Asante Boadi Author-X-Name-First: Evans Author-X-Name-Last: Asante Boadi Author-Name: Zheng He Author-X-Name-First: Zheng Author-X-Name-Last: He Author-Name: Josephine Bosompem Author-X-Name-First: Josephine Author-X-Name-Last: Bosompem Author-Name: Christian Narh Opata Author-X-Name-First: Christian Narh Author-X-Name-Last: Opata Author-Name: Eric Kofi Boadi Author-X-Name-First: Eric Kofi Author-X-Name-Last: Boadi Title: Employees’ perception of corporate social responsibility (CSR) and its effects on internal outcomes Abstract: Based on the Means-End Chain Theory, this paper tested the relationship between Employee perception of CSR and its effects on firms’ internal outcomes (Employee Performance and Employee Corporate Identification) with Employee perceived Quality of Work Life (QWL) and Employee Work Motivation patterns (Intrinsic and Extrinsic) as intermediating variables in the relationship. The paper then uses structural equation model to analyse data on 235 employees from the best rural banks registered with the Bank of Ghana and listed on the Ghana Club 100. The findings show that: (1). Employees’ perception of CSR relates positively to their performance and corporate identification. (2). Perceived extrinsic motives for CSR by intrinsically motivated employees weakened the positive link between their perceptions of CSR and performance. (3). A partial mediation of QWL in the relationships between perceptions of CSR, performance and corporate identification was identified. Implications for theory and practice are discussed accordingly. Journal: The Service Industries Journal Pages: 611-632 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1606906 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1606906 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:611-632 Template-Type: ReDIF-Article 1.0 Author-Name: Kyungyeol (Anthony) Kim Author-X-Name-First: Kyungyeol (Anthony) Author-X-Name-Last: Kim Author-Name: Kevin K. Byon Author-X-Name-First: Kevin K. Author-X-Name-Last: Byon Author-Name: Wooyeul Baek Author-X-Name-First: Wooyeul Author-X-Name-Last: Baek Title: Customer-to-customer value co-creation and co-destruction in sporting events Abstract: Previous scholars have examined value co-creation and co-destruction processes that take place between customers and service organizations or employees. Despite most service consumption situations occurring in the presence of other customers, few studies have examined customer-to-customer value co-creation and co-destruction. This lack of attention is particularly prevalent in sport service research. The purpose of the current study is to examine how other customers’ value creation (i.e. passion) and destruction (i.e. dysfunctional behavior) factors influence focal customers’ perceived value (i.e. economic, social, emotional, and epistemic), which in turn leads to customer citizenship behaviors (i.e. helping behavior and word-of-mouth). By using a convenience sampling method, data were collected from 318 spectators of professional golf tournaments. The results of structural equation modeling indicated that other customers’ passion had a positive influence on focal customers’ economic, social, emotional, and epistemic values (i.e. customer-to-customer value co-creation). Other customers’ dysfunctional behavior was negatively associated with customers’ emotional value (i.e. customer-to-customer value co-destruction). Emotional and epistemic values positively predicted helping behavior. Social, emotional, and epistemic values had positive effects on word-of-mouth. Overall, the present study contributes to value co-creation and co-destruction literature by highlighting other customers as potential value integrators. Further, the current work indicates that customer behaviors can serve as a double-edged sword, and it offers golf event practitioners novel insights regarding the necessity of strategic management aimed at facilitating customers’ passionate behaviors while protecting against the deleterious effects of dysfunctional behaviors. Journal: The Service Industries Journal Pages: 633-655 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1586887 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1586887 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:633-655 Template-Type: ReDIF-Article 1.0 Author-Name: Min Zhang Author-X-Name-First: Min Author-X-Name-Last: Zhang Author-Name: Fang Qin Author-X-Name-First: Fang Author-X-Name-Last: Qin Author-Name: G. Alan Wang Author-X-Name-First: G. Alan Author-X-Name-Last: Wang Author-Name: Cheng Luo Author-X-Name-First: Cheng Author-X-Name-Last: Luo Title: The impact of live video streaming on online purchase intention Abstract: E-retailers are embracing new digital marketing strategies to provide more authentic information to their customers. This research examines the impact of live video streaming (LVS), defined as broadcasts in real time to an audience over the Internet for business-to-consumer and business-to-business communication. Although LVS has been adopted as a marketing strategy by e-retailers, its effect on customers’ online purchase intention remains unknown. Drawing on construal level theory, this study empirically examines the impact of LVS on customers’ online purchase intention considering psychological distance and perceived uncertainty. We test the research framework with the aid of a quasi-experiment using secondary data collected from Taobao.com, the largest online trading platform in China, and two experimental designs. The presented results indicate that the LVS strategy can improve customers’ online purchase intention by reducing psychological distance and perceived uncertainty. In addition, product type moderates the impact of LVS on perceived uncertainty. This paper finally provides some of the practical and managerial implications of our findings. Journal: The Service Industries Journal Pages: 656-681 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1576642 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1576642 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:656-681 Template-Type: ReDIF-Article 1.0 Author-Name: Fotis Kitsios Author-X-Name-First: Fotis Author-X-Name-Last: Kitsios Author-Name: Maria Kamariotou Author-X-Name-First: Maria Author-X-Name-Last: Kamariotou Title: Mapping new service development: a review and synthesis of literature Abstract: This paper presents the state of the art in new service development (NSD) by analyzing 178 papers that have been categorized by discipline and method, implementing a structured methodological framework to identify existing knowledge. The findings of this paper come at odds with the notion that NSD is something that just ‘happens’, and can be used as a tool to raise awareness about organizational characteristics that need to be taken into consideration when developing new services. This work contributes to the study of service innovation and NSD and opens avenues for further research on the topic. The managerial implications of this paper highlight the importance of interdisciplinary collaboration for the implementation of successful NSD. Journal: The Service Industries Journal Pages: 682-704 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2018.1561876 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1561876 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:682-704 Template-Type: ReDIF-Article 1.0 Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Martin Joseph Gannon Author-X-Name-First: Martin Joseph Author-X-Name-Last: Gannon Author-Name: Muhammet Kesgin Author-X-Name-First: Muhammet Author-X-Name-Last: Kesgin Title: Visitors’ perceived trust in sincere, authentic, and memorable heritage experiences Abstract: The success of cultural destinations often centres on whether consumers trust the provenance and integrity of the heritage assets, activities, and services therein. However, few studies examine whether this ‘perceived trust’ influences the authenticity, sincerity, and memorability of cultural heritage consumption. To investigate the relationships between these constructs, we surveyed 320 visitors to Iranian cultural heritage sites. The findings suggest that perceived trust positively influences visitors’ perceptions of sincerity, existential authenticity, and object-based authenticity, stimulating memorable experiences in the process. This, in turn, emphasises the antecedent importance of perceived trust in shaping consumption. In the face of increasing commercialisation within the cultural heritage sector more generally, we therefore encourage practitioners to prioritise safeguarding the integrity of their offerings, promoting heritage assets in a manner that stimulates perceived trust. Journal: The Service Industries Journal Pages: 705-725 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1642877 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1642877 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:705-725 Template-Type: ReDIF-Article 1.0 Author-Name: Gabriel C. W. Gim Author-X-Name-First: Gabriel C. W. Author-X-Name-Last: Gim Author-Name: T. Ramayah Author-X-Name-First: T. Author-X-Name-Last: Ramayah Title: Predicting turnover intention among auditors: Is WIPL a mediator? Abstract: The purpose of this study was to investigate the effects of the four dimensions of organisational justice and competitive psychological climate on work interference with personal life (WIPL) and subsequently, the effect of WIPL on turnover intention. Specifically, the mediating role of WIPL was also investigated. Data were collected from 383 auditors in audit firms in Malaysia. Partial least squares structural equation modeling (PLS-SEM) was used to analyse the research model. Results revealed that distributive justice and interpersonal justice were negatively related to WIPL, while competitive psychological climate was positively related to WIPL. Additionally, WIPL was found to be positively related to turnover intention. Distributive justice, interpersonal justice, and competitive psychological climate were also found to have indirect effects on turnover intention through WIPL. This study has specifically further contributed to theoretical knowledge by uncovering the mediating role of WIPL based on the conservation of resources (COR) theory. Journal: The Service Industries Journal Pages: 726-752 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1606214 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1606214 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:726-752 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Statement of Retraction Journal: The Service Industries Journal Pages: 753-753 Issue: 9-10 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2020.1745470 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1745470 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:753-753 Template-Type: ReDIF-Article 1.0 Author-Name: Natasha Saman Elahi Author-X-Name-First: Natasha Saman Author-X-Name-Last: Elahi Author-Name: Ghulam Abid Author-X-Name-First: Ghulam Author-X-Name-Last: Abid Author-Name: Bindu Arya Author-X-Name-First: Bindu Author-X-Name-Last: Arya Author-Name: Saira Farooqi Author-X-Name-First: Saira Author-X-Name-Last: Farooqi Title: Workplace behavioral antecedents of job performance: mediating role of thriving Abstract: Thriving at work is a psychological state in which an employee experiences learning and vitality. Drawing on social exchange theory arguments, we examine the direct effects of two workplace behavioral antecedents on job performance. In addition, we explore the mediating influence of thriving at work on the relationship between workplace behavior and job performance. Utilizing a sample of 221 employees and their immediate supervisors, our results reveal a positive association between employee experiences of social behaviors (civility and compassion) and in-role job performance. We also find that thriving mediates this relationship. Our work highlights the importance of considering the influence of workplace behaviors in energizing employees and boosting their performance. Journal: The Service Industries Journal Pages: 755-776 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1638369 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1638369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:755-776 Template-Type: ReDIF-Article 1.0 Author-Name: Herbert Woratschek Author-X-Name-First: Herbert Author-X-Name-Last: Woratschek Author-Name: Chris Horbel Author-X-Name-First: Chris Author-X-Name-Last: Horbel Author-Name: Bastian Popp Author-X-Name-First: Bastian Author-X-Name-Last: Popp Title: Determining customer satisfaction and loyalty from a value co-creation perspective Abstract: In light of the recent developments in marketing theory, namely service-dominant logic and value co-creation, the development of customer satisfaction and customer loyalty deserves reconsideration to broaden the mostly firm-centric earlier approaches. We propose a framework that includes the contributions of co-creating actors and identification with the firm as antecedents of customer satisfaction and loyalty. This framework can be adapted to a context by defining a context-specific set of actors and their unique reciprocal relationships. Two quantitative studies conducted in the professional German soccer leagues demonstrate that multiple actors (event organizer, teams, and fans) roughly show the same effect on customer satisfaction. Moreover, identification has both direct and indirect (i.e. via customer satisfaction and perceived social actors’ contributions) influence on customer loyalty. The results imply firm activities have limited influence on customer satisfaction and loyalty. As a result, managers must identify strategies to facilitate value co-creation among all relevant actors. Journal: The Service Industries Journal Pages: 777-799 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1606213 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1606213 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:777-799 Template-Type: ReDIF-Article 1.0 Author-Name: Sandra Maria Correia Loureiro Author-X-Name-First: Sandra Maria Correia Author-X-Name-Last: Loureiro Author-Name: Nikolaos Stylos Author-X-Name-First: Nikolaos Author-X-Name-Last: Stylos Author-Name: Francisco J. Miranda Author-X-Name-First: Francisco J. Author-X-Name-Last: Miranda Title: Exploring how mindfulness may enhance perceived value of travel experience Abstract: This study aims to explore the effect of tourists’ mindfulness on the perceived value of travel experience (PVTE) through destination images (cognitive, affective, and conative) and tourist experiences. Data (n = 370) were gathered using a self-administered structured questionnaire distributed to travellers departing from Lisbon International airport towards Spain in July 2017. The results show the important role of mindfulness in shaping all dimensions of destination image. Tourist experience acts as a mediator between destination images and PVTE. However, perceived authenticity does not have a moderating, but rather a controlling effect on the relationship between tourist experience and PVTE. From a theoretical point of view, the study makes important contribution in conceptualising the influence of a tourist’s mindfulness on PVTE through destination image components and tourist experience. From a practical perspective, it offers practitioners and DMOs valuable insights into the effective design and implementation of suitable destination marketing activities. Journal: The Service Industries Journal Pages: 800-824 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1600672 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1600672 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:800-824 Template-Type: ReDIF-Article 1.0 Author-Name: Elaheh Behravesh Author-X-Name-First: Elaheh Author-X-Name-Last: Behravesh Author-Name: Cem Tanova Author-X-Name-First: Cem Author-X-Name-Last: Tanova Author-Name: A. Mohammed Abubakar Author-X-Name-First: A. Mohammed Author-X-Name-Last: Abubakar Title: Do high-performance work systems always help to retain employees or is there a dark side? Abstract: This study considers both the positive and possible negative impact of high-performance work systms (HPWS) by investigating its relationship with job demands, job satisfaction and job search behavior. The parallel mediation effect of job satisfaction and physiological job demand on the link between HPWS and job search behavior is also examined. Data were collected in two phases from 22 branches of Iranian private banks (n = 269) employees in 2016. Results from a covariance-based structural equation modeling (CB-SEM) shows that HPWS positively relates to job satisfaction, physiological job demand and job search behavior. Job satisfaction negatively relates to job search behavior and mediates the link between HPWS and job search behavior. The results offer practical implications for managers and policy makers in the service industry to balance between job demands – resources in workplace and provide adequate resources for their employees to buffer specific negative effects of job demands. Journal: The Service Industries Journal Pages: 825-845 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2019.1572748 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1572748 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:825-845 Template-Type: ReDIF-Article 1.0 Author-Name: Margareta Friman Author-X-Name-First: Margareta Author-X-Name-Last: Friman Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Author-Name: Tobias Otterbring Author-X-Name-First: Tobias Author-X-Name-Last: Otterbring Title: The relationship between exchanged resources and loyalty intentions Abstract: This research aims to revive the applicability of the exchange concept in the marketing domain. The authors draw on current exchange theories to show how members of an aquatic center receive relational, social support, and restorative resources from other center members and employees. They then empirically demonstrate that members’ loyalty to the center is fueled by the resources they receive from others in the center and that their experience in the center mediates the relationship between exchanged resources and member loyalty. This research reveals that service organizations may foster person-place bonds by providing customers with resources over and above goods and services. Customers appreciate resources that transform their well-being, such as social support and natural, restorative resources, and they demonstrate loyalty to places where they can obtain therapeutic resources. From a theoretical standpoint, this work shows support for the notion that the exchange concept is a foundational aspect of a general theory of marketing and explains how the exchange and value concepts in marketing are linked together. Journal: The Service Industries Journal Pages: 846-865 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2018.1561875 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1561875 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:846-865 Template-Type: ReDIF-Article 1.0 Author-Name: Gül Denktaş-Şakar Author-X-Name-First: Gül Author-X-Name-Last: Denktaş-Şakar Author-Name: Ebru Sürücü Author-X-Name-First: Ebru Author-X-Name-Last: Sürücü Title: Stakeholder engagement via social media: an analysis of third-party logistics companies Abstract: Social media helps firms establish a connection with their stakeholders by mitigating geographic and demographic barriers. Firms using social media can effectively engage in close relationships with their stakeholders. Firms must measure engagement levels to manage such fruitful relationships and develop social media strategies accordingly. Although studies have examined B2C industries’ levels of stakeholder engagement via social media, corresponding research on B2B industries has been limited. Thus, in this study, the relationship between global 3PLs and their stakeholders through social media is examined. The study is based on a content analysis of Facebook posts of 30 global 3PLs analyzed from 1 November 2017 to 31 January 2018. In this paper, original findings for 3PL firms’ social media usage are presented. The findings contribute to social media theory by showing that vivid posts and special day celebration posts strengthen relationships with stakeholders. Journal: The Service Industries Journal Pages: 866-889 Issue: 11-12 Volume: 40 Year: 2020 Month: 7 X-DOI: 10.1080/02642069.2018.1561874 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1561874 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:11-12:p:866-889 Template-Type: ReDIF-Article 1.0 Author-Name: Naeem Akhtar Author-X-Name-First: Naeem Author-X-Name-Last: Akhtar Author-Name: Muhammad Nadeem Akhtar Author-X-Name-First: Muhammad Author-X-Name-Last: Nadeem Akhtar Author-Name: Muhammad Usman Author-X-Name-First: Muhammad Author-X-Name-Last: Usman Author-Name: Moazzam Ali Author-X-Name-First: Moazzam Author-X-Name-Last: Ali Author-Name: Umar Iqbal Siddiqi Author-X-Name-First: Umar Author-X-Name-Last: Iqbal Siddiqi Title: COVID-19 restrictions and consumers’ psychological reactance toward offline shopping freedom restoration Abstract: The COVID-19 pandemic threats and its subsequent restrictions on people's freedom, social interaction, closures of workplaces and shopping stores have caused public psychological reactance. In response, the study develops and tests a conceptual framework, which unveils the effects of perceived choice hesitation and perceived choice confidence on consumers’ psychological reactance. It also corroborates two bipolar behavioral outcomes of consumers’ psychological reactance— choice freedom satisfaction and resistance to persuasion. We employ the moderating role of anticipated worry and trust in government in strengthening the psychological reactance and final behavioral outcomes, respectively. Data collected from the country of origin of COVID-19 pandemic indicated the positive effects of antecedents on psychological reactance, which negatively affected choice freedom satisfaction and positively to resistance to persuasion. Anticipated worry and trust in government positively moderated these relationships. Findings extend the literature on psychology, service management, and consumer behavior, and suggest to government policymakers and store managers. Journal: The Service Industries Journal Pages: 891-913 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2020.1790535 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1790535 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:891-913 Template-Type: ReDIF-Article 1.0 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Aysegul Kayaoglu Author-X-Name-First: Aysegul Author-X-Name-Last: Kayaoglu Title: COVID-19 and undeclared work: impacts and policy responses in Europe Abstract: The Coronavirus pandemic has led to restrictions on movement and workplace closures, resulting in governments offering temporary financial support to enterprises and workers. This paper evaluates a group unable to access this financial support, namely those in the undeclared economy, and possible policy responses. To identify the service industries and workers involved, a late 2019 Eurobarometer survey of undeclared work in Europe is reported. This reveals that undeclared work is particularly prevalent in the hospitality, retail and personal services sectors and identifies the population groups over-represented. Given that this undeclared workforce is now largely unable to work, it will be argued that providing access to temporary financial support, through a voluntary disclosure initiative, would be a useful initiative not only to provide the income support these enterprises and workers need but also to bring them out of the shadows and put them on the radar of the state authorities. Journal: The Service Industries Journal Pages: 914-931 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2020.1757073 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1757073 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:914-931 Template-Type: ReDIF-Article 1.0 Author-Name: Shumaila Chandni Author-X-Name-First: Shumaila Author-X-Name-Last: Chandni Author-Name: Zillur Rahman Author-X-Name-First: Zillur Author-X-Name-Last: Rahman Title: Customer engagement and employee engagement: systematic review and future directions Abstract: An extensive literature review and analysis of 74 articles spanning over more than 11 years and 39 journals has been carried out so as to present the current state of research in the domains of customer engagement and employee engagement and to identify a common ground for future research in these areas. By providing sets of favourable outcomes of customer/employee engagement, scales to measure them and their process mechanisms in a single picture, the study can help organizations in designing and implementing future strategies. This is the first simultaneous systematic review of customer engagement and employee engagement that provides a detailed understanding of extant literature and comprehensive research avenues. Journal: The Service Industries Journal Pages: 932-959 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2020.1733534 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1733534 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:932-959 Template-Type: ReDIF-Article 1.0 Author-Name: John Paul Kosiba Author-X-Name-First: John Paul Author-X-Name-Last: Kosiba Author-Name: Henry Boateng Author-X-Name-First: Henry Author-X-Name-Last: Boateng Author-Name: Abednego Feehi Okoe Author-X-Name-First: Abednego Feehi Author-X-Name-Last: Okoe Author-Name: Robert Hinson Author-X-Name-First: Robert Author-X-Name-Last: Hinson Title: Trust and customer engagement in the banking sector in Ghana Abstract: Customer engagement has become a topical issue in the marketing literature in recent times. Many researchers have called for more research to be done on the antecedents of customer engagement. In response to this call, we examine the impact of trust on customer engagement. We used the survey research design to address the research question. We used the intercept approach to select the participants of the study. We collected the data from retail banking customers in Ghana. The hypotheses were tested using Structural Equation Modelling (SEM). The findings of this study show that trust in service providers and economy-based trust have a significant and positive effect on emotional engagement, cognitive engagement, and behavioural engagement. The implications of the findings have been discussed at the end of the paper. Journal: The Service Industries Journal Pages: 960-973 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2018.1520219 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1520219 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:960-973 Template-Type: ReDIF-Article 1.0 Author-Name: Petra Binder Author-X-Name-First: Petra Author-X-Name-Last: Binder Title: Impacts of network relationships on absorptive capacity in the context of innovation Abstract: Knowledge acquired through external network relationships is widely accepted as one of the most important resources for a firm to be innovative. This is especially true for the networked tourism industry, where capabilities associated with the acquisition, assimilation and exploitation of external knowledge (‘absorptive capacity’) are paramount. While several studies highlight the importance of network relationships to acquire new knowledge, most of them remain vague in explaining their impact on the assimilation and exploitation of the knowledge. This paper investigates the impacts of network relationships on absorptive capacity dimensions. A quantitative survey among 378 hotel businesses was carried out to measure network participation and relationship quality as well as the absorptive capacity. Regression models reveal that the quality of external relationships and the overall network size implicate access and availability of valuable knowledge and positively affect the organization’s capacity to assimilate and exploit the knowledge in pursuit of innovation. Journal: The Service Industries Journal Pages: 974-1002 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2018.1533955 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1533955 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:974-1002 Template-Type: ReDIF-Article 1.0 Author-Name: Umar Iqbal Siddiqi Author-X-Name-First: Umar Iqbal Author-X-Name-Last: Siddiqi Author-Name: Jin Sun Author-X-Name-First: Jin Author-X-Name-Last: Sun Author-Name: Naeem Akhtar Author-X-Name-First: Naeem Author-X-Name-Last: Akhtar Title: The role of conflicting online reviews in consumers’ attitude ambivalence Abstract: The extant literature overlooks conflicting online hotel reviews from the perspective of online and offline factors and their effect on attitude ambivalence, which determines consumer behavior. The present study fills this research gap using the heuristic–systematic model of information processing and examines: (1) how conflicting customer star ratings (i.e. heuristic cues) and opinions about hotel attributes (i.e. systematic cues) engender attitude ambivalence, (2) how offline interpersonal informational influence moderates the relationship between conflicting reviews and attitude ambivalence, and (3) relational impact on purchase intentions. The data collected from 382 inbound tourists in Beijing, China reveal the positive effect of conflicting star ratings and opinions about hotel attributes on attitude ambivalence, which lowers consumers’ purchase intentions. This study also finds a significant role of offline interpersonal informational influence as a moderator. Theoretical implications are provided, and findings have strategic managerial implications with the acknowledgement of limitations and directions for future scholars. Journal: The Service Industries Journal Pages: 1003-1030 Issue: 13-14 Volume: 40 Year: 2020 Month: 10 X-DOI: 10.1080/02642069.2019.1684905 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1684905 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:13-14:p:1003-1030 Template-Type: ReDIF-Article 1.0 Author-Name: Neve Isaeva Author-X-Name-First: Neve Author-X-Name-Last: Isaeva Author-Name: Kira Gruenewald Author-X-Name-First: Kira Author-X-Name-Last: Gruenewald Author-Name: Mark N. K. Saunders Author-X-Name-First: Mark N. K. Author-X-Name-Last: Saunders Title: Trust theory and customer services research: theoretical review and synthesis Abstract: Research has revealed service industries’ benefits from customer trust including positive effects on commitment, loyalty, sales effectiveness, and collaborative, cooperative, and successful exchange relationships. Yet, despite the relevance of customer trust, gaps remain in our understanding regarding its implications and effective management. Commencing with a consideration of the theoretical foundations of trust, this theoretical review paper highlights the key trust theories synthesising service industries and management literatures on trust, its levels, development, violations, and repair. Drawing on this, recommendations are offered for scholars regarding future research as well as for service firms and their representatives regarding enabling customer trust. Journal: The Service Industries Journal Pages: 1031-1063 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2020.1779225 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1779225 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1031-1063 Template-Type: ReDIF-Article 1.0 Author-Name: Marina Figueiredo Moreira Author-X-Name-First: Marina Figueiredo Author-X-Name-Last: Moreira Author-Name: George Kuk Author-X-Name-First: George Author-X-Name-Last: Kuk Author-Name: Tomas de Aquino Guimaraes Author-X-Name-First: Tomas de Aquino Author-X-Name-Last: Guimaraes Author-Name: Pedro Henrique Melo Albuquerque Author-X-Name-First: Pedro Henrique Melo Author-X-Name-Last: Albuquerque Title: The genealogy of service innovation: the research field tells its own story Abstract: This paper examines the development of service innovation as a research field since the publication of Richard Barras’ seminal paper ‘Towards a Theory of Innovation in Services’ in 1986. It presents an exhaustive literature review of 31 years of research on service innovation. It offers some cross-sectorial perspectives on twelve key themes emerging from the literature, and on the broader research landscape and trajectories. Researchers, technologists and policy makers in the field of service innovation face issues arising from theories borrowed from economics since the 1980s and evolving through operationalization of its core themes over the last 20 years. After a description of the field, theoretical underpinnings of the field drawn from organization and management theory are discussed. The field has reached a stage where it can provide theoretical knowledge beyond the scope of the original service innovation theory, such as social innovations. A research agenda is suggested in both theoretical and thematic perspectives. Journal: The Service Industries Journal Pages: 1064-1086 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2020.1732355 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1732355 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1064-1086 Template-Type: ReDIF-Article 1.0 Author-Name: Lily (Xuehui) Gao Author-X-Name-First: Lily (Xuehui) Author-X-Name-Last: Gao Author-Name: Iguacel Melero Author-X-Name-First: Iguacel Author-X-Name-Last: Melero Author-Name: F. Javier Sese Author-X-Name-First: F. Javier Author-X-Name-Last: Sese Title: Multichannel integration along the customer journey: a systematic review and research agenda Abstract: Enabled by the proliferation of new marketing channels, customers can utilize and compare marketing mix–related information across channels in a direct manner, which entails a more complex customer journey. Therefore, the question of how to optimally manage the marketing mix along the customer journey in multichannel environments has become a vital issue for the delivery of consistent customer experiences. To address the recent call for research on this topic, we performed a systematic literature review on multichannel studies, which led to the development of an integrative conceptual model that takes into account the linkage between the consistency of the marketing mix across channels along the customer journey (i.e. pre-purchase, purchase, and post-purchase) and the customer experience, along with a large range of moderating aspects (customer, firm, and industry characteristics). This research further contributes to literature in the marketing field by providing a set of future research avenues. The study offers a practical guide for managers to identify critical marketing mix elements that deserve their special attention along the customer journey in a multichannel environment. It also suggests that firms should consider the pros and cons before implementing a multichannel integration strategy. Journal: The Service Industries Journal Pages: 1087-1118 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2019.1652600 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1652600 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1087-1118 Template-Type: ReDIF-Article 1.0 Author-Name: Dagnachew L. Senbeto Author-X-Name-First: Dagnachew L. Author-X-Name-Last: Senbeto Author-Name: Alice H. Y. Hon Author-X-Name-First: Alice H. Y. Author-X-Name-Last: Hon Title: Market turbulence and service innovation in hospitality: examining the underlying mechanisms of employee and organizational resilience Abstract: With changing customer demand, fierce market competition, and uncertainties, service organizations are facing dynamic or even highly turbulent environments. Fostering employees’ ability to innovate is an effective business strategy that can enable firms to overcome market turbulence and cope with these challenges. Drawing on resilience theory, this study examines (1) the mediating effect of employee resilience on the relationship between market turbulence and service innovation, and (2) whether such mediating process was moderated by organizational readiness for change. Data were collected from employees in the hospitality industry in a developing country, Ethiopia, and the results indicated that employee resilience partially mediates the relationship between market turbulence and service innovation. Moreover, the indirect link was stronger for hotels with higher readiness for change than for those with lower readiness for change. Implications for managers and directions for further research are also discussed. Journal: The Service Industries Journal Pages: 1119-1139 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2020.1734573 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1734573 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1119-1139 Template-Type: ReDIF-Article 1.0 Author-Name: Minseong Kim Author-X-Name-First: Minseong Author-X-Name-Last: Kim Author-Name: Svetlana Stepchenkova Author-X-Name-First: Svetlana Author-X-Name-Last: Stepchenkova Title: Corporate social responsibility authenticity from the perspective of restaurant consumers Abstract: While authenticity and personal values are considered critical components in the brand development process, little research has investigated their roles in the corporate social responsibility (CSR) context. Therefore, this study formulated an empirical research model to maximize the effectiveness of restaurant companies’ CSR efforts by considering the significant roles of CSR authenticity and personal value relevance in establishing and maintaining strong brand loyalty from consumers’ perspectives on CSR. With the data collected in the United States, this study found that consumers’ perception of CSR activities increases their favorable perceptions, attitudes, and behavior toward a restaurant brand through the significant mediating role of CSR authenticity. However, this study also found that depending on the degree of personal value relevance, the significant paths would be different. Based on the empirical findings, this study suggests managerial implications for foodservice companies to effectively design and implement CSR initiatives. Journal: The Service Industries Journal Pages: 1140-1166 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2020.1760249 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1760249 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1140-1166 Template-Type: ReDIF-Article 1.0 Author-Name: Gurel Cetin Author-X-Name-First: Gurel Author-X-Name-Last: Cetin Title: Experience vs quality: predicting satisfaction and loyalty in services Abstract: Both quality and experience are discussed as antecedents of satisfaction and loyalty in services. Despite their popularity in measuring success, no previous study compared the effect size and impact of quality and experience on positive outcomes on the same product. In order to do so, package tours were selected as the case service. 356 questionnaires were collected from tourists participating in package tours. The impact of service quality and customer experience on satisfaction and loyalty was measured using regression analysis. Findings revealed that customer experience was a better predictor for both satisfaction and loyalty. Although service quality was also found as a significant antecedent, experience was able to explain a greater percentage of variance in positive customer behaviors. Through comparing the strength of service quality and customer experience on satisfaction and loyalty, this study offers both theoretical contributions and practical implications. The study identified experience as a better predictor for both satisfaction and loyalty than satisfaction which is an important contribution to the discussion on consumer behavior and its components. Tour operators organizing package tours who might design their itineraries based on experiential components might also achieve a greater satisfaction and loyalty. Journal: The Service Industries Journal Pages: 1167-1182 Issue: 15-16 Volume: 40 Year: 2020 Month: 12 X-DOI: 10.1080/02642069.2020.1807005 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1807005 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1167-1182 Template-Type: ReDIF-Article 1.0 Author-Name: Catherine Prentice Author-X-Name-First: Catherine Author-X-Name-Last: Prentice Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Author-Name: Arch G. Woodside Author-X-Name-First: Arch G. Author-X-Name-Last: Woodside Title: Transformative service research and COVID-19 Abstract: In view of unprecedented severe impact of the COVID-19 on micro-, meso-, and macro-levels of the service sector around the world, the Service Industries Journal initiated this special issue, approaching from transformative service research perspective (TSR) to address the issues associated with this pandemic and identify remedies and business recovery strategies for this sector. The special issue includes six articles. Three are focused on conceptualising social distancing and discussing its influence on customers and service providers. Moving beyond the social distancing focus, Paper 4 addressed the impact of mask wearing on customer response. Elevated to the organisational level, Paper 5 discusses how service quality may affect customers’ health-focused behaviours. Consistent with the meso-level discussion, Paper 6 proposes business strategies for service organisations to be resilient and sustain in this pandemic. Discussion of implications and suggestions for future research concludes this editorial. Journal: The Service Industries Journal Pages: 1-8 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2021.1883262 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1883262 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:1-8 Template-Type: ReDIF-Article 1.0 Author-Name: Jörg Finsterwalder Author-X-Name-First: Jörg Author-X-Name-Last: Finsterwalder Title: Social distancing and wellbeing: conceptualizing actor distance and actor safe zone for pandemics Abstract: This article conceptualizes social distancing in the wake of disasters, such as pandemics, which affect the way actors perceive themselves in relation to the world around them. It advances that social distancing goes beyond the mere notion of being physically distant by drawing on work in psychology. This article introduces the term actor distance and applies the four domains of temporal, hypothetical, physical and social distance to the construct. Moreover, this work embeds actor distance in earlier work on actor wellbeing and the notion of a resources–challenges equilibrium (RCE) concept of wellbeing. Expanding on the framework of RCE, this article coins the term of actor safe zone and infuses it into Transformative Service Research. It discusses the connection of actor distance, RCE and actor safe zone in the light of major incidents and derives implications for service research and practice. Journal: The Service Industries Journal Pages: 9-31 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2020.1841753 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1841753 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:9-31 Template-Type: ReDIF-Article 1.0 Author-Name: Do The Khoa Author-X-Name-First: Do Author-X-Name-Last: The Khoa Author-Name: Chen-Ya Wang Author-X-Name-First: Chen-Ya Author-X-Name-Last: Wang Author-Name: Priyanko Guchait Author-X-Name-First: Priyanko Author-X-Name-Last: Guchait Title: Using regulatory focus to encourage physical distancing in services: when fear helps to deal with Mr. Deadly COVID-19 Abstract: Although physical distancing is the key to reducing the risk of virus infection, the commonly used signs to spur physical distancing in services seem ineffective as many customers still refrain from practicing physical distancing. This research therefore suggests using regulatory focus (prevention vs. promotion) to improve the persuasiveness of these appeals. Study 1 creates and validates one multiple-item scale for measuring physical distancing in services, which is then adopted in two subsequent scenario-based experiments. Study 2 proves the superior effect of prevention-focused message to both promotion-focused message and conventional message in encouraging physical distancing compliance, which is explained by perceived fear as the underlying psychological mechanism. Study 3 further unveils the boundary condition of anthropomorphism in strengthening this superiority (i.e. Mr. Deadly COVID-19, scary face). Given a great deal of uncertain future caused by this epidemic, this research provides relevant implications for fostering the engagement in physical distancing in services. Journal: The Service Industries Journal Pages: 32-57 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2020.1831477 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1831477 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:32-57 Template-Type: ReDIF-Article 1.0 Author-Name: Faizan Ali Author-X-Name-First: Faizan Author-X-Name-Last: Ali Author-Name: Seden Dogan Author-X-Name-First: Seden Author-X-Name-Last: Dogan Author-Name: Muslim Amin Author-X-Name-First: Muslim Author-X-Name-Last: Amin Author-Name: Kashif Hussain Author-X-Name-First: Kashif Author-X-Name-Last: Hussain Author-Name: Kisang Ryu Author-X-Name-First: Kisang Author-X-Name-Last: Ryu Title: Brand anthropomorphism, love and defense: does attitude towards social distancing matter? Abstract: Several hospitality brands changed their logos to reinforce the importance of social distancing in reducing the risk of virus infection. Since social distancing is a polarizing topic, this research intends to understand consumers’ attitudes towards social distancing and their response to branding change by hospitality brands. Study 1 creates and validates a multiple-item scale to examine consumers’ attitudes towards social distancing, which is then adopted for two subsequent studies. Study 2 tests consumers’ awareness and perceived brand anthropomorphism during a sensitive situation like a global pandemic and the impact of perceived brand anthropomorphism on brand love and brand defense. Study 3 tests the proposed model in study 2 across two customer segments, i.e. those in favor of social distancing and its effectiveness and those against it. Results indicate that brand anthropomorphism and brand love have a significantly positive impact on brand defense. Additionally, these relationships differ for consumers who favor or oppose social distancing. Our research contributes to the hospitality branding literature by studying relatively understudied branding constructs in an unprecedented context and offers insights for hospitality branding and marketing managers. Journal: The Service Industries Journal Pages: 58-83 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2020.1867542 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1867542 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:58-83 Template-Type: ReDIF-Article 1.0 Author-Name: Kiseol Yang Author-X-Name-First: Kiseol Author-X-Name-Last: Yang Author-Name: Jiyoung Kim Author-X-Name-First: Jiyoung Author-X-Name-Last: Kim Author-Name: Jihye Min Author-X-Name-First: Jihye Author-X-Name-Last: Min Author-Name: Araceli Hernandez-Calderon Author-X-Name-First: Araceli Author-X-Name-Last: Hernandez-Calderon Title: Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19 Abstract: By applying institutional theory to the current retail environment under the COVID-19 pandemic, the purpose of this study is to 1) identify service quality dimensions that generate pragmatic and social legitimacy, 2) investigate the effects of pragmatic and social legitimacy on revisit intention and health-focused behavior, and 3) examine the moderating role of emotions (i.e. hope and fear) in the relationships among service quality dimensions, legitimacy, and consumer behavioral intentions. Using data (n=473) collected during June 2020, this study finds that hygiene practice, reliability, safety assurance, and empathy are determinants of pragmatic and social legitimacy, which encourages consumers’ intention to revisit the retailer and foster health-focused behavior. The moderating role of emotions (i.e. hope and fear) is also examined in the causal relationships among service quality, legitimacy, and behavioral intentions. Implications for how retailers can serve their customers as their emotions related to the pandemic intensify are discussed. Journal: The Service Industries Journal Pages: 84-106 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2020.1863373 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1863373 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:84-106 Template-Type: ReDIF-Article 1.0 Author-Name: Verena Hofmann Author-X-Name-First: Verena Author-X-Name-Last: Hofmann Author-Name: Nicola E. Stokburger-Sauer Author-X-Name-First: Nicola E. Author-X-Name-Last: Stokburger-Sauer Author-Name: Anna Wanisch Author-X-Name-First: Anna Author-X-Name-Last: Wanisch Author-Name: Heike Hebborn Author-X-Name-First: Heike Author-X-Name-Last: Hebborn Title: Masked smiles matter – employee verbal expertise and emotion display during COVID-19 Abstract: Throughout the customer journey, the employee-customer interaction drives customer responses. The COVID-19 pandemic has dramatically influenced shopping behavior with face masks playing a major role. This research investigates how consumer behavior has changed and how frontline employee (FLE) non-verbal (emotional facial expressions) and verbal cues (verbal expertise) influence customer responses dependent on whether FLEs wear a face mask or not. Semi-structured interviews among consumers, an open association study among students and an experimental study using Panel data were conducted. Findings of these online studies with German-speaking consumers show that face masks do not exclusively cause negative feelings and problems; they also reduce the perceived risk of a COVID-19 infection. Importantly, customers can correctly decode FLE smiling even when wearing face masks; however, the relevance of verbal expertise increases compared to FLE emotion displays. This state-of-the-art research during COVID-19 provides novel insights into dyadic service interactions for research and management. Journal: The Service Industries Journal Pages: 107-137 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2021.1873296 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1873296 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:107-137 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur Huang Author-X-Name-First: Arthur Author-X-Name-Last: Huang Author-Name: Melissa Farboudi Jahromi Author-X-Name-First: Melissa Author-X-Name-Last: Farboudi Jahromi Title: Resilience building in service firms during and post COVID-19 Abstract: The COVID-19 pandemic has affected millions of service firms worldwide; therefore, they must be resilient during these uncertain economic times. This paper develops a new conceptual framework of resilience-building strategies for the service industry. This framework encompasses five major practical strategies and several sub-strategies that can help service firms to survive and thrive amid and post COVID-19 pandemic. The proposed strategies include market orientation, supply chain optimization, strategic corporate reorganization, innovation, and business model transformation. The successful implementation of each strategy depends on various factors, which are discussed in the study. In addition, four major resources, including financial, human, social, and technological capital, are reviewed as prerequisites for adopting the resilience-building strategies. This new framework contributes to the organizational resilience literature and provides practical implications for service firms to become resilient during and post COVID-19. Journal: The Service Industries Journal Pages: 138-167 Issue: 1-2 Volume: 41 Year: 2021 Month: 01 X-DOI: 10.1080/02642069.2020.1862092 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1862092 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:138-167 Template-Type: ReDIF-Article 1.0 Author-Name: Taeshik Gong Author-X-Name-First: Taeshik Author-X-Name-Last: Gong Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Title: A review of customer citizenship behaviors in the service context Abstract: During the last two decades, studies on customer citizenship behavior in the service context have gained the attention of researchers. However, there is no comprehensive review exploring the various dimensions, antecedents, and consequences of customer citizenship behavior. The purpose of this paper is, therefore, to critically review the studies of customer citizenship behavior to provide deeper insights, which help us to identify the research gaps in this area and to prepare a future research agenda, and thereby contributing toward the development of this research field. The authors find that several areas were under-explored in prior research. There is a potential for identifying additional dimensions of customer citizenship behavior as well as the antecedents and consequences of customer citizenship behavior. The authors also assess methodological issues with regard to this research field and set a future research agenda. Journal: The Service Industries Journal Pages: 169-199 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2019.1680641 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1680641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:169-199 Template-Type: ReDIF-Article 1.0 Author-Name: Mauricio Losada-Otálora Author-X-Name-First: Mauricio Author-X-Name-Last: Losada-Otálora Author-Name: Linda Alkire (née Nasr) Author-X-Name-First: Linda Author-X-Name-Last: Alkire (née Nasr) Title: A transformative approach to corporate social responsibility: an antidote to corporate hypocrisy Abstract: Despite the substantial budgets spent on Corporate Social Responsibility (CSR), customers’ reactions toward companies’ socially responsible strategies are not always in line with companies’ goals. This is mainly due to the rising CSR-related-hypocrisy occurring as a customer response to a common concern that companies are investing in symbolic CSR. These perceptions not only limit the sought-after outcomes of CSR but could result in a worsening of reputation and financial loss for services. As such, the key research question in this paper is: ‘From a customers’ perspective, what factors can help reduce the perception of CSR-related-hypocrisy within banking services?’. In addressing this question, this paper adopts a transdisciplinary approach bridging the gap between CSR and Transformative Service Research (TSR) literature. Findings suggest that when CSR-related-activities positively affect the wellbeing of customers, it is less likely that they judge a firm CSR activity as a hypocrite. In the retail banking sector, this paper shows higher perceived bank information transparency results in lower levels of perceived CSR-related-hypocrisy, especially when CSR activities improve the financial self-efficacy of customers. By bridging TSR and CSR lenses, this paper posits CSR activities offer service companies a unique opportunity for creating ‘uplifting changes’ in the life of customers. Journal: The Service Industries Journal Pages: 200-222 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2019.1655000 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1655000 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:200-222 Template-Type: ReDIF-Article 1.0 Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Author-Name: Kathy (Kawon) Kim Author-X-Name-First: Kathy (Kawon) Author-X-Name-Last: Kim Author-Name: Germán Contreras Ramirez Author-X-Name-First: Germán Contreras Author-X-Name-Last: Ramirez Author-Name: Augusto Rodríguez Orejuela Author-X-Name-First: Augusto Rodríguez Author-X-Name-Last: Orejuela Author-Name: Joohyung Park Author-X-Name-First: Joohyung Author-X-Name-Last: Park Title: Improving well-being via adaptive reuse: transformative repurposed service organizations Abstract: This research illustrates the social supportive role that adaptive resuse of service organizations may play in promoting individual well-being. This work showcases how a health care clinic located in a developing country transforms into a setting which hosts community members’ socially supportive relationships during the clinic's off-hours. The empirical results reveal that participating in an array of social activities offered in the clinic grants clinic patrons, most of whom are financially vulnerable, access to social supportive resources. The results show that social support is positively related to patrons’ sense of belonging, well-being, and quality of life. The authors encourage public health and governmental agencies, especially in low-income areas where people often lack sufficient social support and in locales where governmental agencies confront monetary limitations, to consider the adaptive resuse of structures (i.e. clinics, education facilities, and office buildings) into spaces that encourages community members to gather and to socialize. Journal: The Service Industries Journal Pages: 223-247 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2019.1615897 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1615897 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:223-247 Template-Type: ReDIF-Article 1.0 Author-Name: Kyuho Lee Author-X-Name-First: Kyuho Author-X-Name-Last: Lee Author-Name: Melih Madanoglu Author-X-Name-First: Melih Author-X-Name-Last: Madanoglu Author-Name: Inhyuck “Steve” Ha Author-X-Name-First: Inhyuck “Steve” Author-X-Name-Last: Ha Author-Name: Anisya Fritz Author-X-Name-First: Anisya Author-X-Name-Last: Fritz Title: The impact of service quality and customer satisfaction on consumer spending in wineries Abstract: The purpose of the study is to examine the key attributes of winery service quality that affect winery visitors’ satisfaction. The study also investigates the key factors that affect winery visitors’ spending at a winery. Data are obtained from a survey of winery visitors about their evaluation of various service attributes. Data were later matched with respondents’ actual spending at a winery in Sonoma, California. The results of the study demonstrate that the quality of wine tastings, winery staff hospitality, and winery tasting room experiences are positively related to winery visitors’ satisfaction. On the other hand, staff hospitality, age, gender, and frequency of winery visits are significant variables that account for winery visitors’ spending at the winery. Surprisingly, wine quality is not significantly correlated with winery visitor spending. Journal: The Service Industries Journal Pages: 248-260 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2018.1478411 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1478411 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:248-260 Template-Type: ReDIF-Article 1.0 Author-Name: Raquel Chocarro Author-X-Name-First: Raquel Author-X-Name-Last: Chocarro Author-Name: Monica Cortinas Author-X-Name-First: Monica Author-X-Name-Last: Cortinas Author-Name: Maria Luisa Villanueva Author-X-Name-First: Maria Luisa Author-X-Name-Last: Villanueva Title: Different channels for different services: information sources for services with search, experience and credence attributes Abstract: A first step in many decision-making processes is a search for information. This paper focuses on the means consumers use to access information prior to contracting services. It uses two different theoretical perspectives, namely, the economic approach and the psychological approach), and the specific aim is to compare consumers’ choice of source when seeking information prior to contracting services with different levels of search, experience or credence attributes. The modelling technique is mixed regression models, which allow the use of standard errors robust to within-group correlation. Our review of the data from a sample of 492 consumers and nine different services (three for each attribute category) shows that consumers use fewer information sources and show less search intensity when the purchase involves a service with search attributes than when it involves either of the other types. The highest levels of information search intensity and online media usage are found in relation to services with experience attributes. Fewer sources are consulted for purchases involving services with credence qualities than for those involving the other types, but the information obtained has a greater impact on decision making. The information sources most commonly-used are personal contacts and offline media. Journal: The Service Industries Journal Pages: 261-284 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2018.1508457 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1508457 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:261-284 Template-Type: ReDIF-Article 1.0 Author-Name: Michael L. Lengieza Author-X-Name-First: Michael L. Author-X-Name-Last: Lengieza Author-Name: Janet K. Swim Author-X-Name-First: Janet K. Author-X-Name-Last: Swim Author-Name: Carter A. Hunt Author-X-Name-First: Carter A. Author-X-Name-Last: Hunt Title: Effects of post-trip eudaimonic reflections on affect, self-transcendence and philanthropy Abstract: Recently, tourism scholars have recognized that travel can create transformation, including (1) personal benefits such as improved wellbeing and personal growth and (2) societal benefits such as increased open-mindedness and more positive pro-environmental attitudes, motivations, and behaviors. Expanding and integrating this research, this experimental study tests whether travel experiences, with eudaimonic elements of self-discovery and a sense of meaning, lead to these benefits and tests a proposed process where these experiences influence personal changes that subsequently create societal benefits. Specifically, using an online MTurk sample (n = 481) with a broad range of recent vacation experiences, we test whether (1) post-trip self-reflection on eudaimonic travel experiences (2) creates affective responses (3) that lead to self-transcendent changes and (4) subsequent post-trip philanthropy among recent travelers. Results of structural equation modeling indicate that philanthropic effects of travel were initiated by the eudaimonic self-reflections via eudaimonic affect and self-transcendent outcomes. This study contributes to the research linking eudaimonia and travel and provides insights into the ways that the travel industry can be harnessed as a potent tool for promoting personal meaning, self-transcendence, and prosocial outcomes. Journal: The Service Industries Journal Pages: 285-306 Issue: 3-4 Volume: 41 Year: 2021 Month: 2 X-DOI: 10.1080/02642069.2019.1636966 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1636966 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:285-306 Template-Type: ReDIF-Article 1.0 Author-Name: Muhammad Khalid Anser Author-X-Name-First: Muhammad Khalid Author-X-Name-Last: Anser Author-Name: Moazzam Ali Author-X-Name-First: Moazzam Author-X-Name-Last: Ali Author-Name: Muhammad Usman Author-X-Name-First: Muhammad Author-X-Name-Last: Usman Author-Name: Muhammad Luqman Tauheed Rana Author-X-Name-First: Muhammad Luqman Tauheed Author-X-Name-Last: Rana Author-Name: Zahid Yousaf Author-X-Name-First: Zahid Author-X-Name-Last: Yousaf Title: Ethical leadership and knowledge hiding: an intervening and interactional analysis Abstract: The work at hand examined the mediating role of meaningful work in the negative association between ethical leadership and service employees’ knowledge-hiding behavior. The role of harmonious work passion as a contingent factor of the direct association between ethical leadership and service employees’ knowledge-hiding behavior was also tested. Based on time-lagged (three waves, two months apart) survey data collected from 471 employees working in 52 service sector firms spanning different industries, the results showed a negative association between ethical leadership and service employees’ engagement in knowledge-hiding behaviors, both directly and indirectly, via meaningful work. It was also found that the direct association between ethical leadership and knowledge hiding was contingent on harmonious work passion. The findings suggest that managers can deter service employees’ engagement in knowledge-hiding behaviors and achieve a sustainable competitive advantage by demonstrating ethical behaviors and bolstering employees’ perceptions of meaningful work. Journal: The Service Industries Journal Pages: 307-329 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2020.1739657 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1739657 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:307-329 Template-Type: ReDIF-Article 1.0 Author-Name: Chia-Wen Chang Author-X-Name-First: Chia-Wen Author-X-Name-Last: Chang Author-Name: Heng-Chiang Huang Author-X-Name-First: Heng-Chiang Author-X-Name-Last: Huang Author-Name: Shih-Ju Wang Author-X-Name-First: Shih-Ju Author-X-Name-Last: Wang Author-Name: Han Lee Author-X-Name-First: Han Author-X-Name-Last: Lee Title: Relational bonds, customer engagement, and service quality Abstract: Relational bonds represent a vital concept in relational marketing. Past research indicates that it can increase customer satisfaction and foster WOM. Although relational bonds have been shown to provide a long-lasting competitive advantage, the theoretical mechanisms underlying these relationships are less clear. This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction and WOM. A structured, self-administered questionnaire was distributed to customers who received aesthetic medicine services from a large medical center in Taiwan. The survey yielded 500 usable responses, with a response rate of 98.61%. The partial least squares method was utilized to obtain parameter estimates and test proposed hypotheses. Measurement accuracy was assured given satisfactory reliability and convergent/discriminant validity assessments, and all hypotheses were supported. The results indicate that relational bonds affect the extent of customer engagement, which in turn influences service quality. Service quality also leads to customer satisfaction and WOM. Journal: The Service Industries Journal Pages: 330-354 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2019.1611784 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1611784 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:330-354 Template-Type: ReDIF-Article 1.0 Author-Name: Nor Asiah Omar Author-X-Name-First: Nor Asiah Author-X-Name-Last: Omar Author-Name: Ahmad Sabri Kassim Author-X-Name-First: Ahmad Sabri Author-X-Name-Last: Kassim Author-Name: Syed Shah Alam Author-X-Name-First: Syed Author-X-Name-Last: Shah Alam Author-Name: Zuraidah Zainol Author-X-Name-First: Zuraidah Author-X-Name-Last: Zainol Title: Perceived retailer innovativeness and brand equity: mediation of consumer engagement Abstract: The relationship between customers and retailers is more complicated nowadays due to the sophisticated trends of the current service retail landscape and consumers’ high expectations. This study investigates how perceived retailer innovativeness (PRI) influences consumer engagement (CE) and brand loyalty. Based on the wheel of retailing theory and signaling theory, we empirically analyzed these relationships based on 723 customers who patronize service retailers. The empirical findings suggest that product innovativeness has the strongest impact on CE, followed by service innovativeness and experience innovativeness. However, only product and experience innovativeness influence brand equity. Further results imply that CE not only contributes directly to the brand building, but also significantly mediates the relationship between product innovativeness–brand equity, service innovativeness-brand equity, and experience innovativeness-brand equity. The research adds new insights to the retail innovativeness literature and provides managers with new ways to customize SME retail services. Journal: The Service Industries Journal Pages: 355-381 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2018.1548614 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1548614 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:355-381 Template-Type: ReDIF-Article 1.0 Author-Name: Veronika L. Selzer Author-X-Name-First: Veronika L. Author-X-Name-Last: Selzer Author-Name: Jan H. Schumann Author-X-Name-First: Jan H. Author-X-Name-Last: Schumann Author-Name: Marion Büttgen Author-X-Name-First: Marion Author-X-Name-Last: Büttgen Author-Name: Zelal Ates Author-X-Name-First: Zelal Author-X-Name-Last: Ates Author-Name: Marcin Komor Author-X-Name-First: Marcin Author-X-Name-Last: Komor Author-Name: Julian Volz Author-X-Name-First: Julian Author-X-Name-Last: Volz Title: Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers Abstract: Despite extensive research on the negative outcomes of role ambiguity in boundary-spanning positions, insight into how to prevent frontline employees from experiencing role ambiguity is sparse. This study addresses questions as to how the problem-focused coping strategies used by frontline employees can effectively reduce perceived role ambiguity. The gathered evidence indicates that only action coping is effective, whereas instrumental support seeking in fact enhances perceived role ambiguity. An examination of intrinsic and extrinsic coping resources as drivers of coping has revealed that conscientiousness and supervisor support are helpful coping resources. Contrastively, neuroticism drives insufficient coping and inhibits the effective use of coping resources. We find that managers of service firms should provide training to ensure effective supervisor support; also, in recruitment procedures they should consider potential employees’ personality traits, to reduce and prevent role ambiguity experienced by frontline employees. Journal: The Service Industries Journal Pages: 382-399 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2018.1548613 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1548613 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:382-399 Template-Type: ReDIF-Article 1.0 Author-Name: Xiuyuan Gong Author-X-Name-First: Xiuyuan Author-X-Name-Last: Gong Author-Name: Zhiying Liu Author-X-Name-First: Zhiying Author-X-Name-Last: Liu Author-Name: Tailai Wu Author-X-Name-First: Tailai Author-X-Name-Last: Wu Title: Gender differences in the antecedents of trust in mobile social networking services Abstract: With the development of mobile Internet technology and smartphone devices, mobile social networking services (mobile SNS) have become increasingly popular in recent years. However, research that systematically investigates the antecedents of trust, especially the gender differences therein, in the context of mobile SNS has been scarce. Building upon social role theory (SRT), this study extends existing literature by exploring the driving forces of trust in mobile SNS for different genders. Data are collected from WeChat users and analysed through multigroup analysis. Results have confirmed that trust in mobile SNS is associated with antecedents including perceived satisfaction, social ties, system quality, reputation and structural assurance. Particularly, social ties and reputation have dominant effects on trust of male users, whereas structural assurance has a greater effect on trust of female users. Implications for both researchers and practitioners are presented. Journal: The Service Industries Journal Pages: 400-426 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2018.1497162 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1497162 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:400-426 Template-Type: ReDIF-Article 1.0 Author-Name: Dervis Kirikkaleli Author-X-Name-First: Dervis Author-X-Name-Last: Kirikkaleli Author-Name: Seyed Alireza Athari Author-X-Name-First: Seyed Alireza Author-X-Name-Last: Athari Author-Name: Hasan Murat Ertugrul Author-X-Name-First: Hasan Murat Author-X-Name-Last: Ertugrul Title: The real estate industry in Turkey: a time series analysis Abstract: The aim of this paper is to explore the impact of the exchange rate, the gold price, and the BIST100 Borsa Istanbul Index on the price of real estate stocks in the Turkish stock market, using monthly data from 2004 to 2016. To this effect, we apply DOLS, FMOLS, ARDL, and Markov Switching tests. Moreover, we also apply the Toda and Yamamoto causality test to explore the causality in the impact of the exchange rate and the gold price on the price of real estate stocks. The major findings of this study are that (i) the combination of the exchange rate, the gold price, and the BIST100 index has a long-term effect on prices of real estate stocks; (ii) prices of real estate stocks are negatively affected by the exchange rate and the gold price; and (iii) changes in the exchange rate, the gold price, and the BIST100 index lead to changes in prices of real estate stocks in the Turkish stock market. To the best of our knowledge, real estate stocks in emerging markets have received little attention from researchers thus far. Our empirical findings may encourage further research into this topic. Journal: The Service Industries Journal Pages: 427-439 Issue: 5-6 Volume: 41 Year: 2021 Month: 4 X-DOI: 10.1080/02642069.2018.1444033 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1444033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:427-439 Template-Type: ReDIF-Article 1.0 Author-Name: Dogan Gursoy Author-X-Name-First: Dogan Author-X-Name-Last: Gursoy Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: The Silk Road and the service industries Journal: The Service Industries Journal Pages: 441-445 Issue: 7-8 Volume: 41 Year: 2021 Month: 06 X-DOI: 10.1080/02642069.2021.1928823 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1928823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:441-445 Template-Type: ReDIF-Article 1.0 Author-Name: Alexandr Ostrovskiy Author-X-Name-First: Alexandr Author-X-Name-Last: Ostrovskiy Author-Name: Vladimir Garkavenko Author-X-Name-First: Vladimir Author-X-Name-Last: Garkavenko Author-Name: Liza Rybina Author-X-Name-First: Liza Author-X-Name-Last: Rybina Title: Influence of socio-psychological factors on consumers purchasing behavior in Kazakhstan Abstract: The study deals with the socio-psychological factors influencing the purchasing behavior of Kazakhstani consumers related to domestic services, products and services and foreign products from the countries of the Eurasian Economic Union (EAEU). The scope of the study covered three markets, namely, Kazakhstan, Russia and Belorussia, and the main research objectives were both to identify the level of receptivity of Kazakhstani consumers to domestic and foreign products and services and to measure the impact of this receptivity on their purchasing preferences. The results of the study showed that Kazakhstani consumers showed a relatively high level of ethnocentrism, animosity and conservatism toward products and services manufactured in Russia and Belorussia. The image of the country of origin of products and services manufactured in Russia and Belorussia in general created positive associations among Kazakhstani customers about products and services from these countries. Journal: The Service Industries Journal Pages: 527-552 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2019.1601707 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1601707 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:527-552 Template-Type: ReDIF-Article 1.0 Author-Name: Nikolay Chichkanov Author-X-Name-First: Nikolay Author-X-Name-Last: Chichkanov Author-Name: Ian Miles Author-X-Name-First: Ian Author-X-Name-Last: Miles Author-Name: Veronika Belousova Author-X-Name-First: Veronika Author-X-Name-Last: Belousova Title: Drivers for innovation in KIBS: evidence from Russia Abstract: Knowledge-intensive business services (KIBS) significantly contribute to the economic growth and competitive advantage of emerging markets, including Silk Road countries. KIBS are not only intermediaries that transfer knowledge through the economy but are also innovators themselves. This paper aims to explore how major innovation drivers influence the implementation of innovation in KIBS. Using a sample of 519 KIBS enterprises from Russia, the results show that human capital increases the implementation of technological innovation, while the link between standardisation and technological innovations is non-linear (an inverted U-shaped). In addition, the multiregional branch network promotes the implementation of all types of innovation, while advertising investments enhance the implementation of technological and marketing ones. These results help to provide some practical suggestions for both innovation managers and policy-makers. Journal: The Service Industries Journal Pages: 489-511 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2019.1570151 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1570151 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:489-511 Template-Type: ReDIF-Article 1.0 Author-Name: Rozana Himaz Author-X-Name-First: Rozana Author-X-Name-Last: Himaz Title: Challenges associated with the BRI: a review of recent economics literature Abstract: Economic trade theory suggests that the Belt Road Initiative (BRI) can lead to more trade and increases in welfare. However, this can also lead to various challenges. In this paper, we use recent literature in economics to identify three such challenges. The first is that there is increasing evidence of malinvestment in previous Chinese infrastructure investments, rising corporate debt and corruption. If the BRI worsens this phenomena, the consequent financial and economic crisis in China is likely to have serious contagion effects with global ramifications. Second, trade brings about winners and losers within a country and unless there is adequate redistribution of the gains within an economy it can lead to increased inequality, poverty and structural unemployment. Finally, there are negative consequences to the environment that trade expansion may bring about unless effective legal, political and economic institutions are in place addressing the issue. Journal: The Service Industries Journal Pages: 512-526 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2019.1584193 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1584193 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:512-526 Template-Type: ReDIF-Article 1.0 Author-Name: Xing’an Xu Author-X-Name-First: Xing’an Author-X-Name-Last: Xu Author-Name: Lilei Wang Author-X-Name-First: Lilei Author-X-Name-Last: Wang Author-Name: Zibin Song Author-X-Name-First: Zibin Author-X-Name-Last: Song Author-Name: Jiayun Song Author-X-Name-First: Jiayun Author-X-Name-Last: Song Title: Brand equity for self-driving route along the Silk Road Abstract: This study proposes a new model of brand equity for self-driving route along the Silk Road, in which brand-self congruity, brand awareness, and perceived quality mediate the relationship between brand experience value and brand loyalty. Data were collected in four cities in China via an online survey, and a total of 220 parent respondents with 5000 bootstraps were analyzed using the partial least squares structural equation modeling technique. The empirical findings indicate that 18 out of 20 hypotheses received empirical support in this study. This study makes a significant theoretical contribution to brand equity literature by introducing brand experience value and brand-self congruity into brand equity model. Furthermore, this study has a number of implications for self-driving route brand management practices. Journal: The Service Industries Journal Pages: 462-488 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2019.1569633 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1569633 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:462-488 Template-Type: ReDIF-Article 1.0 Author-Name: H. Pechlaner Author-X-Name-First: H. Author-X-Name-Last: Pechlaner Author-Name: H. Thees Author-X-Name-First: H. Author-X-Name-Last: Thees Author-Name: W. Manske-Wang Author-X-Name-First: W. Author-X-Name-Last: Manske-Wang Author-Name: A. Scuttari Author-X-Name-First: A. Author-X-Name-Last: Scuttari Title: Local service industry and tourism development through the global trade and infrastructure project of the New Silk Road – the example of Georgia Abstract: The Belt and Road Initiative (BRI) of the Republic of China is a global infrastructure project with high trade ambitions, but uncertain regional outcomes. This exploratory analysis investigates the drivers and the processes enabling positive regional effects of the BRI in terms of local service industry development. Under the interpretation of the BRI as a global transport system, we identify and explore three levels of analysis: the global scale of the BRI, the regional scale of its corridors and the local scale of transit regions. Along the Trans-Caspian corridor, Georgia is analyzed as a unique example of transit region aiming deliberately to develop its tertiary sector around the BRI infrastructure. To assess the attitude of stakeholders towards the BRI and its impacts on local service development, a qualitative research strategy is applied. Nineteen semi-structured interviews are processed using the GABEK method. Results reveal uncertain positions towards the BRI initiative. However, a need for a national strategy and a transnational governance system clearly stands out to enforce transit countries and counterbalance the dependency on China’s foreign investments. The intervention of national governments is deemed as crucial also to facilitate knowledge transfer, business opportunities and to increase bottom-up participation of local inhabitants. Journal: The Service Industries Journal Pages: 553-579 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2019.1623204 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1623204 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:553-579 Template-Type: ReDIF-Article 1.0 Author-Name: Kamoliddin Fayzullaev Author-X-Name-First: Kamoliddin Author-X-Name-Last: Fayzullaev Author-Name: Susanna Heldt Cassel Author-X-Name-First: Susanna Heldt Author-X-Name-Last: Cassel Author-Name: Daniel Brandt Author-X-Name-First: Daniel Author-X-Name-Last: Brandt Title: Destination image in Uzbekistan – heritage of the Silk Road and nature experience as the core of an evolving Post Soviet identity Abstract: The purpose of this research is to analyze the destination image of Uzbekistan presented by the DMO and the destinations images emerging from user generated content in social media posts. In this study, promotional images and user-generated images on the platform Instagram were examined by using content-semiotic analysis. The main findings show that the destination image of Uzbekistan is dominated by heritage and reference to ancient cultural traditions of the region. However, the image represented through user generated content on Instagram is more diverse and to a larger extent depict the destination through natural heritage and experiences in the natural landscape. Furthermore, Uzbekistan is concurrently trying to create a post-Soviet identity through a focus on its history prior to the Soviet past, with focus on heritage of the Great Silk Road which highlight that destination image construction is related to geo-political processes in society which includes contestations of national identity. Journal: The Service Industries Journal Pages: 446-461 Issue: 7-8 Volume: 41 Year: 2021 Month: 6 X-DOI: 10.1080/02642069.2018.1519551 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1519551 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:7-8:p:446-461 Template-Type: ReDIF-Article 1.0 Author-Name: Jana Prodanova Author-X-Name-First: Jana Author-X-Name-Last: Prodanova Author-Name: Sonia San-Martín Author-X-Name-First: Sonia Author-X-Name-Last: San-Martín Author-Name: Nadia Jimenez Author-X-Name-First: Nadia Author-X-Name-Last: Jimenez Title: Are you technologically prepared for mobile shopping? Abstract: This study explores the influence of travellers’ technology readiness on variables derived from the Theory of Planned Behavior [Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. doi:10.1016/0749-5978(91)90020-T] in the context of mobile purchases of travel-related services. The model estimation, using structural equation modelling and data from 220 Spanish online buyers of travels, suggests that technologically ready customers are more prone to be persuaded by others’ opinions, perceive more control and have greater intentions to purchase a travel by mobile phone. In contrast, consumers’ technology readiness does not appear to improve their attitudes toward mobile phone advertising. This technology readiness construct partially extends the Theory of Planned Behavior and constitutes a primary determinant of consumers’ intentions to purchase travel services through mobile phones. Journal: The Service Industries Journal Pages: 648-670 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2018.1492561 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1492561 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:648-670 Template-Type: ReDIF-Article 1.0 Author-Name: Li Pan Author-X-Name-First: Li Author-X-Name-Last: Pan Author-Name: Xing’an Xu Author-X-Name-First: Xing’an Author-X-Name-Last: Xu Author-Name: Lu Lu Author-X-Name-First: Lu Author-X-Name-Last: Lu Author-Name: Dogan Gursoy Author-X-Name-First: Dogan Author-X-Name-Last: Gursoy Title: How cultural confidence affects local residents’ wellbeing Abstract: This study provides and tests an integrated model that explores the effect of cultural confidence on residents’ spiritual wellbeing and the impacts of spiritual, social and psychological wellbeing on subjective wellbeing. Using Xinjiang Uygur Autonomous Region of China as the research site, 356 responses are collected via a field survey. A mixed-method approach is used to conceptualize and develop measures of cultural confidence. PLS-SEM results indicate significant positive relationships between cultural confidence and three dimensions of spiritual wellbeing (such as personal, environmental and communal). Spiritual wellbeing has a strong influence on social, psychological, and subjective wellbeing. Social wellbeing is positively related to psychological wellbeing, which in turn leads to subjective wellbeing. This research proposes and validates an integral framework that explains the development of residents’ subjective wellbeing. Findings have significant implications to destination policy decision-making in support of tourism development. Journal: The Service Industries Journal Pages: 581-605 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2018.1540595 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1540595 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:581-605 Template-Type: ReDIF-Article 1.0 Author-Name: Che-Hui Lien Author-X-Name-First: Che-Hui Author-X-Name-Last: Lien Author-Name: Maxwell K. Hsu Author-X-Name-First: Maxwell K. Author-X-Name-Last: Hsu Author-Name: Jing-Zhi Shang Author-X-Name-First: Jing-Zhi Author-X-Name-Last: Shang Author-Name: Stephen W. Wang Author-X-Name-First: Stephen W. Author-X-Name-Last: Wang Title: Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan Abstract: Self-service kiosks have become increasingly visible at airports. To date, however, research has not fully investigated air travelers’ perceptions of fast air travel services and the factors influencing air travelers’ intentions to adopt fast air travel services. Filling this gap and built upon the Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) model, the present study proposed an integrated model featuring the relationship among perceived benefits of fast air travel services, perceived ease of use, perceived usefulness, perceived behavioral control, attitude, subjective norm, and adoption intentions. Using the mall intercept approach, a survey research project was conducted at an international airport in Taiwan, and a total of 582 valid responses were obtained. Empirical findings reveal that the perceived benefits of fast air travel services could be further categorized into six benefits: document scanning, bags to go, flight rebooking, self-boarding, bag recovery, and self-check-in. Meanwhile, the perceived benefits of fast air travel services positively and significantly influence perceived behavioral control, perceived ease of use, and perceived usefulness. Perceived ease of use positively and significantly influences the perceived usefulness of fast air travel services. Moreover, perceived usefulness predicts air travelers’ attitudes toward and intentions to use fast air travel services. Perceived behavioral control positively influences adoption intentions. The theoretical contributions and managerial implications are discussed at the end of this paper. Journal: The Service Industries Journal Pages: 671-695 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2019.1569634 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1569634 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:671-695 Template-Type: ReDIF-Article 1.0 Author-Name: Lily Shui-Lien Chen Author-X-Name-First: Lily Shui-Lien Author-X-Name-Last: Chen Author-Name: June-Hong Chen Author-X-Name-First: June-Hong Author-X-Name-Last: Chen Title: Antecedents and optimal industrial customers on cloud services adoption Abstract: The rapid flourishing of the cloud service market necessitates investigating the underlying determinants of cloud services adoption and identifying optimal industrial customers for business-to-business (B2B) service encounters. Many studies have addressed technical and operational concerns related to cloud services. However, only a few studies have addressed the adoption of cloud computing from an organizational perspective, and none of them have considered the practical application of cloud computing in society. Therefore, in this paper, a research model is constructed to understand an industrial organization’s acceptance of cloud services and apply the results in order to explore optimal industrial customers. A questionnaire-based survey was used to collect data from the population, 227 firms in the manufacturing and services industries in Taiwan. Causal relationships were tested through structural equation modeling and the ordering of optimal industrial customers was evaluated by using the Technique for Order of Preference by Similarity to Ideal Solution method. Journal: The Service Industries Journal Pages: 606-632 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2018.1437907 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1437907 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:606-632 Template-Type: ReDIF-Article 1.0 Author-Name: Jianfeng Ma Author-X-Name-First: Jianfeng Author-X-Name-Last: Ma Author-Name: Xing Zhou Author-X-Name-First: Xing Author-X-Name-Last: Zhou Author-Name: Zhirong Mu Author-X-Name-First: Zhirong Author-X-Name-Last: Mu Title: Can abusive supervision motivate customer-oriented service sabotage? A multilevel research Abstract: This study explores the influence of abusive supervision on customer-oriented service sabotage (COSS). Based on social identity theory, it investigates the mediating role of organizational identification. Meanwhile, it examines the moderating role of sensitivity to interpersonal mistreatment (SIM) in strengthening the effects of abusive supervision on COSS and organizational identification. To reduce the concerns of common method bias (CMB), we administrated three-wave and two-resource data collection from thirteen hotels of three cities in China. Hierarchical linear modeling (HLM) and bootstrapping are utilized to examine hypotheses. The results showed that abusive supervision positively affects service employees’ COSS through lowering their organizational identification. Furthermore, it was found that SIM can magnify abusive supervision’s impacts on COSS and organizational identification such that these influences were stronger for those with higher SIM. Finally, contributions and limitations are discussed. Journal: The Service Industries Journal Pages: 696-717 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2020.1715949 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1715949 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:696-717 Template-Type: ReDIF-Article 1.0 Author-Name: Seo Young Kim Author-X-Name-First: Seo Young Author-X-Name-Last: Kim Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Title: Inter-customer helping behaviors: a virtuous cycle or unwanted intrusion? Abstract: The current research investigates a specific type of customer engagement behavior (CEB), inter-customer helping. Specifically, the current research investigates (1) the antecedents (e.g. how receiving voluntary vs. solicited help from other customers affects customer satisfaction), (2) the processes (e.g. affective and cognitive paths to customer satisfaction), (3) the outcomes (e.g. whether increased satisfaction leads to higher willingness to help others in need), and (4) the boundary condition (e.g. when receiving help would increase customer satisfaction) of inter-customer helping. The results from two studies demonstrate that receiving voluntary (vs. solicited) help increases customer satisfaction through positive interaction affect and enhanced perceived service climate. The results also show that increased customer satisfaction leads to increased willingness to help others. Finally, the results demonstrate that perceived importance of competence moderates the effect of receiving help on customer satisfaction. Overall, the current research contributes to the service literature through suggesting new links between CEB and customer satisfaction. Journal: The Service Industries Journal Pages: 633-647 Issue: 9-10 Volume: 41 Year: 2021 Month: 7 X-DOI: 10.1080/02642069.2018.1461842 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1461842 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:9-10:p:633-647 Template-Type: ReDIF-Article 1.0 Author-Name: Tiffany S. Legendre Author-X-Name-First: Tiffany S. Author-X-Name-Last: Legendre Author-Name: Seonjeong (Ally) Lee Author-X-Name-First: Seonjeong (Ally) Author-X-Name-Last: Lee Title: Investigating customers’ system justifying responses: application of system justification theory Abstract: Brand failures are detrimental for the business success. However, the extant literature has not yet investigated in what situation a brand failure can be perceived more negatively than has been previously thought. Grounded in system justification theory, this study investigates the influence of system threat on customers’ system justifying behaviors (willingness to forgive and purchase intention). Using different service contexts, this study executes three 2 × 2 between-subjects experiments to investigate the moderating roles of brand failure domain (Study 1 and Study 2 (replication)) and brand loyalty (Study 3). The results show that when a system threat occurs due to brand failure, customers perceive the failure worse than predicted, triggering system justifying behavior, especially when a brand failure occurs in brand essence, and when customers are not part of a loyal customer group. Our results suggest brand management strategies that can better manage system threatening brand failures and customers’ system justifying behaviors. Journal: The Service Industries Journal Pages: 832-851 Issue: 11-12 Volume: 41 Year: 2021 Month: 9 X-DOI: 10.1080/02642069.2019.1579800 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1579800 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:832-851 Template-Type: ReDIF-Article 1.0 Author-Name: Hyelin (Lina) Kim Author-X-Name-First: Hyelin (Lina) Author-X-Name-Last: Kim Author-Name: Yeong Gug Kim Author-X-Name-First: Yeong Gug Author-X-Name-Last: Kim Author-Name: Eunju Woo Author-X-Name-First: Eunju Author-X-Name-Last: Woo Title: Examining the impacts of touristification on quality of life (QOL): the application of the bottom-up spillover theory Abstract: The main purpose of this study is to understand touristification and the influence of this phenomenon on residents’ quality of life (QOL). The finding of the study will lay a foundation for further Touristification research. Journal: The Service Industries Journal Pages: 787-802 Issue: 11-12 Volume: 41 Year: 2021 Month: 9 X-DOI: 10.1080/02642069.2020.1722652 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1722652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:787-802 Template-Type: ReDIF-Article 1.0 Author-Name: Marcjanna M. Augustyn Author-X-Name-First: Marcjanna M. Author-X-Name-Last: Augustyn Author-Name: Ibrahim A. Elshaer Author-X-Name-First: Ibrahim A. Author-X-Name-Last: Elshaer Author-Name: Raphaël K. Akamavi Author-X-Name-First: Raphaël K. Author-X-Name-Last: Akamavi Title: Competing models of quality management and financial performance improvement Abstract: Six competing models of quality management and financial performance improvement are hypothesized and statistically tested, using data from a survey of general managers of 288 four- and five-star hotels in Egypt and structural equation modeling. The comparative analysis of the conceptually and structurally different models suggests that financial performance can be improved when quality management is viewed holistically as a commonality of its interconnected practices (top management leadership; employee management; customer focus; supplier management; process management; quality data and reporting). Managers must therefore integrate stakeholders into design and implementation of effective quality management systems. This study: advances knowledge of the roles of alternative models of quality management in improving financial performance; deepens our understanding of the main features of a quality management system capable of enhancing organizational performance; and contributes to ongoing debates in quality and service management literature on factors that impact financial performance. Journal: The Service Industries Journal Pages: 803-831 Issue: 11-12 Volume: 41 Year: 2021 Month: 9 X-DOI: 10.1080/02642069.2019.1601706 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1601706 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:803-831 Template-Type: ReDIF-Article 1.0 Author-Name: Prince Clement Addo Author-X-Name-First: Prince Author-X-Name-Last: Clement Addo Author-Name: Jiaming Fang Author-X-Name-First: Jiaming Author-X-Name-Last: Fang Author-Name: Andy Ohemeng Asare Author-X-Name-First: Andy Ohemeng Author-X-Name-Last: Asare Author-Name: Nora Bakabbey Kulbo Author-X-Name-First: Nora Bakabbey Author-X-Name-Last: Kulbo Title: Customer engagement and purchase intention in live-streaming digital marketing platforms Abstract: The lack of human and social cues and customer engagement impedes traditional e-commerce until the birth of social commerce. This study investigates how customer engagement in live-streaming digital marketing affects purchase intentions. The results of 1726 datasets from two e-commerce platforms suggest that customer engagement is significantly associated with followership and purchase intention in live-streaming digital marketing. Whiles price is a significant moderator, its effects become insignificant on their purchase intentions once consumers become followers. The results highlight the positive impacts of social elements, including likes, chats, visits, and exposure time in social commerce towards transactional (purchase) and non-transactional (followership) benefits. Finally, the paper introduces a new perception of measuring customer engagement in live-streaming digital marketing and calls for further research into this new paradigm of social commerce to promote business and service provisions even with the restrictions of COVID-19. Journal: The Service Industries Journal Pages: 767-786 Issue: 11-12 Volume: 41 Year: 2021 Month: 09 X-DOI: 10.1080/02642069.2021.1905798 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1905798 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:767-786 Template-Type: ReDIF-Article 1.0 Author-Name: Dogan Gursoy Author-X-Name-First: Dogan Author-X-Name-Last: Gursoy Author-Name: Ali Selcuk Can Author-X-Name-First: Ali Selcuk Author-X-Name-Last: Can Author-Name: Nigel Williams Author-X-Name-First: Nigel Author-X-Name-Last: Williams Author-Name: Yuksel Ekinci Author-X-Name-First: Yuksel Author-X-Name-Last: Ekinci Title: Evolving impacts of COVID-19 vaccination intentions on travel intentions Abstract: This study examines the evolving impacts of COVID-19 vaccination intentions and vaccine hesitancy on travel intentions. The study also examines the sociodemographic factors that can influence willingness to take the vaccine and vaccine hesitancy since achieving herd immunity is critical for social and economic recovery. Data were collected through five surveys from a total of 4,223 individuals in the USA between February 2021 and May of 2021. The findings of the study indicate that over 70 per cent of the respondents are willing to get vaccinated with a COVID-19 vaccine. Vaccination intention and hesitancy rates have also been stable over time. Early in the vaccination process, vaccination intentions negatively impacted travel intentions, suggesting that individuals who are willing to get the vaccine postponed their travels in the short term, while individuals who do not plan to get the vaccine may not have changed their travel plans as travel restrictions were eased. However, this negative impact disappeared later as the number of vaccinated individuals significantly increased, closing the gap between the two groups. Findings also suggest that sociodemographic factors such as generational age, gender, marital status, education, region, race, religion, occupation influence the COVID-19 vaccination intention and vaccine hesitancy. Journal: The Service Industries Journal Pages: 719-733 Issue: 11-12 Volume: 41 Year: 2021 Month: 09 X-DOI: 10.1080/02642069.2021.1938555 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1938555 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:719-733 Template-Type: ReDIF-Article 1.0 Author-Name: Mert Gürlek Author-X-Name-First: Mert Author-X-Name-Last: Gürlek Author-Name: Mehmet Ali Koseoglu Author-X-Name-First: Mehmet Ali Author-X-Name-Last: Koseoglu Title: Green innovation research in the field of hospitality and tourism: the construct, antecedents, consequences, and future outlook Abstract: Firms in the field of hospitality and tourism (H&T) have focused on the green innovation (GI) concept to handle environmental problems to generate revenue strategies and build brand awareness for stakeholders. This has created an important accumulation of knowledge in the literature. However, in the literature, there is no study investigating what the progress on GI literature is to help researchers in the theory development and practitioners to provide examples for their strategic decisions. Hence, This study investigates the progress in green innovation (GI) research in the field of hospitality and tourism (H&T). For this purpose, 74 studies published in 32 different journals were examined. Using content analysis, this paper examined three issues regarding green innovation research – the development levels and current trends in green innovation research; drivers and consequences, mediators and moderators of such research and agenda for future research. Journal: The Service Industries Journal Pages: 734-766 Issue: 11-12 Volume: 41 Year: 2021 Month: 09 X-DOI: 10.1080/02642069.2021.1929930 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1929930 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:11-12:p:734-766 Template-Type: ReDIF-Article 1.0 Author-Name: Bo Huang Author-X-Name-First: Bo Author-X-Name-Last: Huang Author-Name: Matthew Philp Author-X-Name-First: Matthew Author-X-Name-Last: Philp Title: When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures Abstract: Recent proliferation of artificial intelligence (AI) in service encounters gives rise to questions on how consumers respond to these novel technologies. This study seeks to examine the influence of AI service failures on consumers’ propensity to share negative word-of-mouth. Three experiments demonstrate that consumers are less willing to share negative word-of-mouth after a service failure caused by an AI recommendation system, in contrast to a human employee, despite there being no difference in the failure, firm blame, or dissatisfaction with the failure. Further investigation suggests that this effect is driven by consumers’ perceived connection with the AI that uses their past behavior to predict their future preferences. The conclusions shed light on the overall understanding of consumer-AI interactions. The results also provide managerial implications for firms to implement AI effectively and carefully in their service offerings. Journal: The Service Industries Journal Pages: 877-899 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2020.1748014 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1748014 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:877-899 Template-Type: ReDIF-Article 1.0 Author-Name: Carlos Flavián Author-X-Name-First: Carlos Author-X-Name-Last: Flavián Author-Name: Luis V. Casaló Author-X-Name-First: Luis V. Author-X-Name-Last: Casaló Title: Artificial intelligence in services: current trends, benefits and challenges Abstract: The automation of services taking advantage of the significant opportunities offered by artificial intelligence and other Industry 4.0 technologies is receiving increasing attention both from academics and practitioners. Interest in the subject has been boosted significantly by the healthcare crisis generated by COVID-19 and the need to maintain social distancing while continuing to provide efficient services. The purpose of this brief paper is threefold: (i) to introduce and summarize the current state of automated forms of interaction in services; (ii) to provide an overview of the six papers published in this special issue; and (iii) to describe the possibilities for future research that emerged at the AIRSI2019 (Artificial Intelligence and Robotics in Service Interactions) Conference. The AIRSI2019 conference was the precursor to this special issue and provided an excellent opportunity to explore with leading international researchers the extraordinary development possibilities presented in this research context. Journal: The Service Industries Journal Pages: 853-859 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2021.1989177 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1989177 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:853-859 Template-Type: ReDIF-Article 1.0 Author-Name: Daniela Castillo Author-X-Name-First: Daniela Author-X-Name-Last: Castillo Author-Name: Ana Isabel Canhoto Author-X-Name-First: Ana Isabel Author-X-Name-Last: Canhoto Author-Name: Emanuel Said Author-X-Name-First: Emanuel Author-X-Name-Last: Said Title: The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective Abstract: Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces from being human-driven to technology-dominant. As a result, customers are expected to resolve issues themselves before reaching out to customer service representatives, ultimately becoming a central element of service production as co-creators of value. However, AI-powered interactions can also fail, potentially leading to anger, confusion, and customer dissatisfaction. We draw on the value co-creation literature to investigate the process of co-destruction in AI-powered service interactions. We adopt an exploratory approach based on in-depth interviews with 27 customers who have interacted with AI-powered chatbots in customer service settings. We find five antecedents of failed interactions between customers and chatbots: authenticity issues, cognition challenges, affective issues, functionality issues, and integration conflicts. We observe that although customers do accept part of the responsibility for co-destruction, they largely attribute the problems they experience to resource misintegration by service providers. Our findings contribute a better understanding of value co-destruction in AI-powered service settings and provide a richer conceptualization of the link between customer resource loss, attributions of resource loss, and subsequent customer coping strategies. Our findings also offer service managers insights into how to avoid and mitigate value co-destruction in AI service settings. Journal: The Service Industries Journal Pages: 900-925 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2020.1787993 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1787993 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:900-925 Template-Type: ReDIF-Article 1.0 Author-Name: Vanja Vitezić Author-X-Name-First: Vanja Author-X-Name-Last: Vitezić Author-Name: Marko Perić Author-X-Name-First: Marko Author-X-Name-Last: Perić Title: Artificial intelligence acceptance in services: connecting with Generation Z Abstract: This paper aims to examine willingness to accept artificial intelligence (AI) devices, focusing on the so-called Gen Z population. This study presumes that specific knowledge of a business process is important for AI adoption in hospitality services. A research model, grounded in the artificially intelligent device use acceptance (AIDUA) framework, used data collected from 786 respondents. The model was tested using PLS-SEM methodology. The modified framework was supported by Gen Z, with hedonic motivation having the greatest effect on Gen Z members’ emotions and their willingness to use AI devices in hospitality. The frequency of smartphone usage played a significant moderating role between the perceived effort of AI usage and emotions. This study helps AI designers and business managers when designing and implementing AI devices in a hospitality environment. Based on this study’s findings, policymakers and educational institutions can try to advance their curricula, emphasizing the importance of new technologies. Journal: The Service Industries Journal Pages: 926-946 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2021.1974406 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1974406 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:926-946 Template-Type: ReDIF-Article 1.0 Author-Name: Russell Belk Author-X-Name-First: Russell Author-X-Name-Last: Belk Title: Ethical issues in service robotics and artificial intelligence Abstract: As we come to increasingly rely on robotic and Artificial Intelligence technologies, there are a growing number of ethical concerns to be considered by both service providers and consumers. This review concentrates on five such issues: (1) ubiquitous surveillance, (2) social engineering, (3) military robots, (4) sex robots, and (5) transhumanism. With the partial exception of transhumanism, all of these areas of AI and robotic service interaction already present ethical issues in practice. But all five areas will raise additional concerns in the future as these technologies develop further. These issues have serious consequences and it is imperative to research and address them now. I outline the relevant literatures that can guide this research. The paper fills a gap in recent work on AI and robotics in services. It expands views of service contexts involving robotics and AI, with important implications for public policy and applications of service technologies. Journal: The Service Industries Journal Pages: 860-876 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2020.1727892 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1727892 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:860-876 Template-Type: ReDIF-Article 1.0 Author-Name: Yu-Shan (Sandy) Huang Author-X-Name-First: Yu-Shan (Sandy) Author-X-Name-Last: Huang Author-Name: Wei-Kang Kao Author-X-Name-First: Wei-Kang Author-X-Name-Last: Kao Title: Chatbot service usage during a pandemic: fear and social distancing Abstract: Health organizations have relied heavily on social distancing to limit the spread of the COVID-19 pandemic. The purpose of this research is to examine what factors can influence customers’ evaluations of social distancing as well as how and when these evaluations drive their usage of chatbot services. Using structural equation modeling to analyze the experimental data from 200 U.S. consumers, we found that when the service situation is utilitarian (hedonic) in nature, customers’ contamination fear influences their chatbot usage during service encounters through their social distancing attitudes (subjective norms) and then perceived usefulness of chatbots. Our findings provide meaningful theoretical contributions and practical implications. Journal: The Service Industries Journal Pages: 964-984 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2021.1957845 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1957845 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:964-984 Template-Type: ReDIF-Article 1.0 Author-Name: Hsiangting Shatina Chen Author-X-Name-First: Hsiangting Shatina Author-X-Name-Last: Chen Author-Name: Tun-Min (Catherine) Jai Author-X-Name-First: Tun-Min (Catherine) Author-X-Name-Last: Jai Title: Trust fall: data breach perceptions from loyalty and non-loyalty customers Abstract: Due to increased technological development in the service industry, protecting consumers’ personal data has become a critical concern. When companies’ information systems are attacked and customers’ profiles are compromised after data breaches, customers may feel more vulnerable about their information privacy. This study uses hotel data breaches as circumstances and aims to understand whether loyalty and non-loyalty program customers would distinguish differently the perceived severity, vulnerability, trust depletion, and crisis response strategies of an organization in response to a data breach. The results indicated that a data breach does not cause significant differences in perceived vulnerability and perceived severity between the two groups. However, loyalty program customers significantly reduce their trust toward the organization after a data breach crisis. This study provides implications to address the importance of customer data protection and crisis responses as part of customer relationship management. Journal: The Service Industries Journal Pages: 947-963 Issue: 13-14 Volume: 41 Year: 2021 Month: 10 X-DOI: 10.1080/02642069.2019.1603296 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1603296 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:13-14:p:947-963 Template-Type: ReDIF-Article 1.0 Author-Name: Ross Curran Author-X-Name-First: Ross Author-X-Name-Last: Curran Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Title: Enhancing volunteer experiences: using communitas to improve engagement and commitment Abstract: This research explores the interplay between brand image, communitas, volunteer work engagement and affective commitment to develop understanding of the importance of fostering communitas experiences within voluntary organisations and communicating these to volunteers. The research draws on a survey of 1248 active Scout volunteers in Scotland, structural equation modelling using SmartPLS3 was used to develop a new theoretical model which measured both brand image and work engagement as second-order constructs. The findings indicate brand image has a positive relationship with communitas, work engagement, and affective commitment amongst volunteers, and that communitas and work engagement positively mediate the relationship between brand image and volunteer affective commitment. Consequently, we suggest non-profit managers should facilitate and deliver powerful communitas experiences for volunteers to enhance their engagement and affective commitment by emphasising communitas throughout volunteering programmes. Journal: The Service Industries Journal Pages: 1053-1075 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2019.1602609 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1602609 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1053-1075 Template-Type: ReDIF-Article 1.0 Author-Name: The Editors Title: Correction Journal: The Service Industries Journal Pages: v-v Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2021.1985208 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1985208 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:v-v Template-Type: ReDIF-Article 1.0 Author-Name: Yasuhiro Kotera Author-X-Name-First: Yasuhiro Author-X-Name-Last: Kotera Author-Name: Prateek Adhikari Author-X-Name-First: Prateek Author-X-Name-Last: Adhikari Author-Name: David Sheffield Author-X-Name-First: David Author-X-Name-Last: Sheffield Title: Mental health of UK hospitality workers: shame, self-criticism and self-reassurance Abstract: This study aimed to evaluate shame for mental health problems, and explore relationships between shame, self-criticism, self-reassurance, and mental health among UK hospitality workers, because this group of workers suffer from poor mental health yet report strong shame. An opportunity sample of 114 UK hospitality workers completed measures examining shame for mental health problems, self-criticism, self-reassurance, and mental health problems. A high proportion of workers scored over the midpoint in almost all the shame subscales. Shame, self-criticism, self-reassurance, and mental health were related to one another. External shame and self-criticism were positive predictors, and self-reassurance was a negative predictor for mental health problems. While self-criticism moderated the relationship between shame and mental health problems, self-reassurance did not. Online compassion training was recommended as it can reduce self-criticism and shame, can be undertaken without colleagues knowing and tailored to specific work patterns. Journal: The Service Industries Journal Pages: 1076-1096 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2020.1713111 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1713111 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1076-1096 Template-Type: ReDIF-Article 1.0 Author-Name: Li-Chun Hsu Author-X-Name-First: Li-Chun Author-X-Name-Last: Hsu Author-Name: Kai-Yu Wang Author-X-Name-First: Kai-Yu Author-X-Name-Last: Wang Author-Name: Wen-Hai Chih Author-X-Name-First: Wen-Hai Author-X-Name-Last: Chih Author-Name: Wei-Ching Lin Author-X-Name-First: Wei-Ching Author-X-Name-Last: Lin Title: Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety Abstract: This research investigates the impact of service failure severity on consumers’ negative emotion (anger) and coping behaviors (revenge and avoidance) in the context of mobile application service failure. It also identifies the moderating role of technology anxiety on the relationship between service failure severity and blame attribution. The sample for this study consisted of users who had experienced a mobile application service failure in Taiwan. This study distributed online surveys to potential respondents via MySurvey, an online survey distribution platform. Seven hundred and thirty-one mobile application users participated in this study. This study adopted Structural Equation Modeling to test the research hypotheses. The results showed that service failure severity positively affected blame attribution and, thus, amplified the anger of negative emotion. Revenge and avoidance occurred. Technology anxiety had a moderating effect on the relationship between service failure severity and blame attribution. Journal: The Service Industries Journal Pages: 1029-1052 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2019.1585428 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1585428 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1029-1052 Template-Type: ReDIF-Article 1.0 Author-Name: Camila Silva de Mattos Author-X-Name-First: Camila Silva Author-X-Name-Last: de Mattos Author-Name: Diego Castro Fettermann Author-X-Name-First: Diego Castro Author-X-Name-Last: Fettermann Author-Name: Paulo A. Cauchick-Miguel Author-X-Name-First: Paulo A. Author-X-Name-Last: Cauchick-Miguel Title: Service modularity: literature overview of concepts, effects, enablers, and methods Abstract: The literature on service modularity is still scarce, and a comprehensive review, encompassing the main aspects related to its implementation, has not yet been addressed. This paper presents an overview of service modularity concepts, effects, enablers, and methods by conducting a systematic literature review. The review considers 67 peer-reviewed journal articles, published from 1994 to 2017. This work outlines the evolution of the service modularity field and discusses its specific features and main concepts. The results demonstrate that: (i) most service modularity literature is still based on a product modularity theoretical background; (ii) there is no consensus regarding the definition of a service module; (iii) the literature emphasizes the benefits expected from service modularization and, in general, neglects its risks; and (iv) there is a lack of methods and tools to support the testing and interface definition phases of service modularization. Finally, this work also provides direction for future research. Journal: The Service Industries Journal Pages: 1007-1028 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2019.1572117 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1572117 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1007-1028 Template-Type: ReDIF-Article 1.0 Author-Name: Ching-Ying Huang Author-X-Name-First: Ching-Ying Author-X-Name-Last: Huang Author-Name: Chia-Hsien Lai Author-X-Name-First: Chia-Hsien Author-X-Name-Last: Lai Title: Effects of internal branding management in a hospital context Abstract: Successful hospital brand management enables employees to understand the hospital’s brand value and to directly reflect upon their behaviour and job performance, which in turn positively influences patients’ perceptions of the hospital’s brand image. This study explores the establishment of hospital brands from the employees’ perspective and discusses ways to construct employee brand equity (EBE) using internal branding (IB) practices. Mechanisms of EBE functioning were examined through employee organisational citizenship behaviour (OCB) and job performance (JP). A questionnaire survey was conducted, and 453 responses were found to be valid. The results show that hospitals can establish EBE through IB management and that EBE positively affects employee OCB and JP. The study also shows that EBE has stronger effects on public-related and organisational-level employee behaviour than it does on personal-related or individual-level employee behaviour. Overall, EBE is effective when applied to medical service environments. Journal: The Service Industries Journal Pages: 985-1006 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2018.1491969 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1491969 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:985-1006 Template-Type: ReDIF-Article 1.0 Author-Name: Shabnam Ayrom Author-X-Name-First: Shabnam Author-X-Name-Last: Ayrom Author-Name: Mustafa Tumer Author-X-Name-First: Mustafa Author-X-Name-Last: Tumer Title: Effects of internal branding and brand-oriented leadership on work-related outcomes Abstract: This study develops an empirical model to test the effect of internal branding and brand-oriented leadership on employees’ service recovery performance and turnover intention, with a particular emphasis on psychological contract as a mediator. Using a quantitative approach, questionnaire responses were collected from frontline employees of four- and five-star hotels in the Turkish Republic of Northern Cyprus. Statistical analyses were performed using the SmartPLS software. The results of the statistical analyses showed internal branding and brand-oriented leadership positively influence psychological contracts. Moreover, the results suggest that hotels need to establish effective internal branding mechanisms to relay their brand messages through internal communication, training, briefings, and meetings. It was observed that, in general, a psychological contract guarantees a partial complementary mediation between internal branding and brand-oriented leadership on service recovery performance and turnover intention. Journal: The Service Industries Journal Pages: 1097-1117 Issue: 15-16 Volume: 41 Year: 2021 Month: 12 X-DOI: 10.1080/02642069.2020.1787992 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1787992 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1097-1117 Template-Type: ReDIF-Article 1.0 Author-Name: Giampaolo Viglia Author-X-Name-First: Giampaolo Author-X-Name-Last: Viglia Author-Name: Satish Kumar Author-X-Name-First: Satish Author-X-Name-Last: Kumar Author-Name: Nitesh Pandey Author-X-Name-First: Nitesh Author-X-Name-Last: Pandey Author-Name: Yatish Joshi Author-X-Name-First: Yatish Author-X-Name-Last: Joshi Title: Forty years of The Service Industries Journal: a bibliometric review Abstract: Established in 1981, the Service Industries Journal (SIJ) has over 40 years of history. This study presents a comprehensive bibliometric analysis of the journal. The bibliographic coupling of the journal reveals that major themes in the journal are service management, service innovation, service adoption and service experience, service quality and customer satisfaction, management of service quality, consumer behavior, service firms, and service and relationship marketing. The research published in the journal has gone from primarily being of conceptual-qualitative nature to an empirical-quantitative one, with a collaboration network that has become more global over time. Journal: The Service Industries Journal Pages: 1-20 Issue: 1-2 Volume: 42 Year: 2022 Month: 01 X-DOI: 10.1080/02642069.2021.2003341 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2003341 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Grzegorz Kapuściński Author-X-Name-First: Grzegorz Author-X-Name-Last: Kapuściński Author-Name: Barry Richards Author-X-Name-First: Barry Author-X-Name-Last: Richards Title: Destination risk news framing effects – the power of audiences Abstract: This media effects study reflects on the practices tourists employ in making destination risk judgments on the basis of news coverage of terrorist attacks and events of political instability. Through qualitative research, insights are gained into the link between news media representations of risk and individual destination risk information processing. The paper discusses the nuanced ways in which audiences interpret destination risk by drawing on a blend of their knowledge of hazards and portrayals of risk embedded in news reports. The findings point towards a cognitive-transactional model of media effects, which recognise the active role and power of audiences in determining effects. Consideration is given to psychological mechanism underlying framing effects and destination marketing practice. Journal: The Service Industries Journal Pages: 107-130 Issue: 1-2 Volume: 42 Year: 2022 Month: 1 X-DOI: 10.1080/02642069.2018.1441402 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1441402 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:107-130 Template-Type: ReDIF-Article 1.0 Author-Name: Linda D. Hollebeek Author-X-Name-First: Linda D. Author-X-Name-Last: Hollebeek Author-Name: Sigitas Urbonavicius Author-X-Name-First: Sigitas Author-X-Name-Last: Urbonavicius Author-Name: Valdimar Sigurdsson Author-X-Name-First: Valdimar Author-X-Name-Last: Sigurdsson Author-Name: Moira K. Clark Author-X-Name-First: Moira K. Author-X-Name-Last: Clark Author-Name: Oliver Parts Author-X-Name-First: Oliver Author-X-Name-Last: Parts Author-Name: Raouf Ahmad Rather Author-X-Name-First: Raouf Ahmad Author-X-Name-Last: Rather Title: Stakeholder engagement and business model innovation value Abstract: Despite important strides made in the business model literature, substantially less is known regarding its constituent sub-concept of business model innovation (BMI). In particular, the role and dynamics of different stakeholders’ BMI-related engagement remain nebulous, as therefore explored in this paper. Moreover, though business models are recognized to house firm-based value propositions, the nature and extent of stakeholders’ actual perceived BMI-related value (BMIV) remains tenuous, exposing a second research gap. Addressing these issues, we first develop the BMIV concept, defined as a stakeholder’s perceived value created through some nontrivial new aspect in a firm’s value creation, – communication, -delivery, and -capture mechanisms and activities. Using interdependence theory’s outcome transformation, we then develop a conceptual model that recognizes the role of different BMI stakeholders’ interdependent engagement in creating BMIV. Specifically, BMI stakeholders are predicted to consider the goals/interests of focal others, alongside their own, in their BMI-related engagement, in turn affecting all these stakeholders’ BMIV. We predict BMIV-based stakeholder engagement to differ based on whether stakeholders’ goals/interests converge or diverge: While converging stakeholder goals tend to yield cooperative/equality-based SE, diverging goals trigger altruistic/aggressive SE, as formalized in a set of propositions. We conclude by deriving important implications from our analyses. Journal: The Service Industries Journal Pages: 42-58 Issue: 1-2 Volume: 42 Year: 2022 Month: 01 X-DOI: 10.1080/02642069.2022.2026334 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2026334 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:42-58 Template-Type: ReDIF-Article 1.0 Author-Name: Mohd A Al-Hawari Author-X-Name-First: Mohd A Author-X-Name-Last: Al-Hawari Title: Online customer relationships: switching cost drivers for different relationship lengths Abstract: The purpose of this paper is to examine the impact of selected online drivers on perceived switching costs, with consideration of the personality trait of Openness to Experience. The research explores how these relationships vary with varying lengths of relationship. Data were collected from online banking users using paper-based surveys and were tested using structural equation modeling. Openness to Experience influences online trust and satisfaction positively, perceived switching costs negatively, but not online loyalty. Online satisfaction affects online loyalty positively, but not perceived switching costs. Online trust predicts online loyalty and perceived switching costs positively. Online loyalty enhances perceived switching costs significantly. The explanatory power of the model fluctuates over different relational periods and is best when customers’ relationships reach medium-term duration. The research adds new insights to the customers’ online relationship literature and provides managers with new ways to customize online banking services for better online relational strategies. Journal: The Service Industries Journal Pages: 59-80 Issue: 1-2 Volume: 42 Year: 2022 Month: 1 X-DOI: 10.1080/02642069.2018.1513495 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1513495 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:59-80 Template-Type: ReDIF-Article 1.0 Author-Name: Jay Kandampully Author-X-Name-First: Jay Author-X-Name-Last: Kandampully Author-Name: Anil Bilgihan Author-X-Name-First: Anil Author-X-Name-Last: Bilgihan Author-Name: Daisy K. Li Author-X-Name-First: Daisy K. Author-X-Name-Last: Li Title: Unifying technology and people: revisiting service in a digitally transformed world Abstract: Trade is as ancient as civilization; it has been an essential part of every society as a means of acquiring and/or exchanging goods and services. Trade, therefore, has always depended heavily on human interaction between the ‘producer and customer’ on the foundation of interdependence through communication, friendship, trust, and relationship. Over the past 100 years or so, varying degrees of a new element – digital technology –have been incorporated into the relationship between the producer and consumer. The introduction of technology to the concept of trade was intended to mutually benefit both producer and customer. However, technology’s role and its influence as part of this delicate interdependent relationship have not been well understood or discussed in the literature. Our study illustrates the critical role of the human factor and the growing importance of technology in all industry sectors and in societies. We call for the growing need for a unified approach where humans and technology will not only co-exist but, more importantly, will collectively bring about many positive changes to benefit both the firm and the society, or in other words, both producer and customer. Journal: The Service Industries Journal Pages: 21-41 Issue: 1-2 Volume: 42 Year: 2022 Month: 01 X-DOI: 10.1080/02642069.2021.1965578 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1965578 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:21-41 Template-Type: ReDIF-Article 1.0 Author-Name: David J. Yoon Author-X-Name-First: David J. Author-X-Name-Last: Yoon Title: Rude customers and service performance: roles of motivation and personality Abstract: On the basis of the self-determination theory, we develop and test an integrative framework that explains when and why customer incivility impairs employee service performance. Using multisource data collected through two waves in a shopping mall, we found that the strength of the mediated relationship between customer incivility and employee service performance (via employee intrinsic motivation) varied based on employee core-self evaluations; the negative indirect effect of customer incivility via intrinsic motivation on service performance was weaker for employees with high levels of core-self evaluations than for employees with low levels of core-self evaluations. Journal: The Service Industries Journal Pages: 81-106 Issue: 1-2 Volume: 42 Year: 2022 Month: 1 X-DOI: 10.1080/02642069.2020.1826453 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1826453 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:81-106 Template-Type: ReDIF-Article 1.0 Author-Name: Katharina Maria Hofer Author-X-Name-First: Katharina Maria Author-X-Name-Last: Hofer Author-Name: Gary Knight Author-X-Name-First: Gary Author-X-Name-Last: Knight Title: International services marketing: an integrative assessment of the literature国际化服务行业市场营销：综合文献分析 Abstract: Despite the considerable importance of the services sector in international marketing, scholarly research in the area is limited and unsystematic. This article examines the domain and literature of international services marketing in 41 academic journals from 1999 to 2018 and provides a future research agenda. The investigation reveals 942 published articles, or approximately 2% of all articles published in the journals during the period. Research in the area is under-represented, particularly in premier journals. Scholarly use of theories, models, and other theoretical perspectives is relatively sparse. We devise an integrative summary of thematic areas and contrast this with the revealed literature. After identifying the top publication outlets for recent research, we highlight the most salient theoretical perspectives and thematic areas. This article identifies gaps in the literature, proposes a research agenda, and specifies avenues for advancing scholarship in international services marketing. Journal: The Service Industries Journal Pages: 225-248 Issue: 3-4 Volume: 42 Year: 2022 Month: 03 X-DOI: 10.1080/02642069.2020.1862091 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1862091 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:225-248 Template-Type: ReDIF-Article 1.0 Author-Name: Fadime Tulucu Author-X-Name-First: Fadime Author-X-Name-Last: Tulucu Author-Name: Elham Anasori Author-X-Name-First: Elham Author-X-Name-Last: Anasori Author-Name: Gulsevim Kinali Madanoglu Author-X-Name-First: Gulsevim Author-X-Name-Last: Kinali Madanoglu Title: How does mindfulness boost work engagement and inhibit psychological distress among hospital employees during the COVID-19 pandemic? The mediating and moderating role of psychological resilience Abstract: This study examines the, mediating and moderating effects of psychological resilience on the relationship between employee mindfulness and job-related outcomes such as work engagement and psychological distress. By employing the tenets of the Job Demands-Resources theory, a model was tested by collecting data from 164 nurses in North Cyprus. The results indicate that mindfulness significantly increased engagement, and resilience positively mediated this relationship. Furthermore, results revealed that mindfulness is negatively and significantly related to psychological distress and that resilience further alleviates this negative effect as a moderator. Practical implications of conducting training programs that boost resilience are discussed. Journal: The Service Industries Journal Pages: 131-147 Issue: 3-4 Volume: 42 Year: 2022 Month: 03 X-DOI: 10.1080/02642069.2021.2021182 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2021182 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:131-147 Template-Type: ReDIF-Article 1.0 Author-Name: Seigyoung Auh Author-X-Name-First: Seigyoung Author-X-Name-Last: Auh Author-Name: Bulent Menguc Author-X-Name-First: Bulent Author-X-Name-Last: Menguc Author-Name: Preethika Sainam Author-X-Name-First: Preethika Author-X-Name-Last: Sainam Author-Name: Yeon Sung Jung Author-X-Name-First: Yeon Sung Author-X-Name-Last: Jung Title: The missing link between analytics readiness and service firm performance Abstract: Although the importance of analytics is a veritable mantra in today’s business environment, little academic research has been devoted to understanding the degree to which firms are ready to incorporate an analytics strategy into their business model and how and when analytics readiness (AR) translates into firm performance. Three studies address this void. In Study 1, we conduct interviews with MBA students from the United States to assess the AR construct. In Study 2, we develop and validate an AR scale using data from Turkish service firms. In Study 3, we test how and when AR translates into firm performance using data from South Korean service firms. The results contribute to the analytics literature in the following ways: First, AR is a higher-order construct comprised of five lower-order dimensions: cultural readiness, leadership commitment, strategic alignment, structural readiness, and talent capacity. Second, an exploratory (exploitative) market learning strategy amplifies (mitigates) the effect of AR on relative emphasis on data- (vs. instinct-) driven decision making. We discuss theoretical and managerial implications along with limitations and directions for further research. Journal: The Service Industries Journal Pages: 148-177 Issue: 3-4 Volume: 42 Year: 2022 Month: 03 X-DOI: 10.1080/02642069.2021.1998461 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1998461 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:148-177 Template-Type: ReDIF-Article 1.0 Author-Name: Chun-Che Huang Author-X-Name-First: Chun-Che Author-X-Name-Last: Huang Author-Name: Wen-Yau Liang Author-X-Name-First: Wen-Yau Author-X-Name-Last: Liang Author-Name: Dan-Wei (Marian) Wen Author-X-Name-First: Dan-Wei (Marian) Author-X-Name-Last: Wen Author-Name: Ping-Ho Ting Author-X-Name-First: Ping-Ho Author-X-Name-Last: Ting Author-Name: Meng-Ying Shen Author-X-Name-First: Meng-Ying Author-X-Name-Last: Shen Title: Qualitative analysis of big data in the service sectors Abstract: Nowadays, service sectors are facing a data tsunami. Previous studies on service sectors have been conducted using questionnaire surveys and have been subjectively analyzed using statistical analysis techniques. Such techniques make it difficult for non-statisticians to integrally explore the overall nature of questionnaire data in the big data paradigm. To further discover the quantitative and qualitative nature of a data set, granularity computing is used to make up for the weaknesses of statistical techniques and a rough set (RS) based solution approach is proposed. The Multi-Value Rule Generation (MVRG) algorithm is developed to analyze questionnaire data and deal with the roughness problem of multiple-values in outcome features. The rules resulting from the MVRG algorithm exhibit both the relationships between dependent and independent variables and the content of the relationships. Rules, rather than numerical charts, can be understood by non-statisticians. Two cases of tourism and hospitality are restudied and comparisons between the proposed approach and traditional analytical techniques are made to validate the complementary benefits of traditional statistical analysis. This comparison shows that the proposed solution approach provides further hidden knowledge behind the data set. The MVRG algorithm can complement statistical methods in finding hidden knowledge and providing comprehensive rules to non-statisticians. Journal: The Service Industries Journal Pages: 206-224 Issue: 3-4 Volume: 42 Year: 2022 Month: 3 X-DOI: 10.1080/02642069.2018.1509957 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1509957 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:206-224 Template-Type: ReDIF-Article 1.0 Author-Name: Buddhi Pathak Author-X-Name-First: Buddhi Author-X-Name-Last: Pathak Author-Name: Mona Ashok Author-X-Name-First: Mona Author-X-Name-Last: Ashok Author-Name: Yin Leng Tan Author-X-Name-First: Yin Author-X-Name-Last: Leng Tan Title: Value co-creation in the B2B context: a conceptual framework and its implications Abstract: This study aims to bring a renewed focus on Value Co-Creation (VCC) between an organisation (service provider) and its customers in the business-to-business (B2B) context. From the literature review, a conceptual framework of factors affecting VCC was developed by adding Customer to the Technology-Organisation-Environment framework (T-O-E). The enhanced Customer-Organisation-Technology-Environment (C-O-T-E) framework was empirically investigated from the focal firms’ perspectives using semi-structured interviews with seventeen executives from knowledge-intensive service organisations. The research captured a total of sixteen factors affecting VCC and highlighted co-conception for competition as a new form of co-creation, where the customer-service provider’s long-term relationship positively enables a competitive strategy. These findings have significant implications for how service providers achieve competitive advantage in a challenging B2B marketplace. Journal: The Service Industries Journal Pages: 178-205 Issue: 3-4 Volume: 42 Year: 2022 Month: 03 X-DOI: 10.1080/02642069.2021.1989414 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1989414 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:178-205 Template-Type: ReDIF-Article 1.0 Author-Name: Hui-Shan Lee Author-X-Name-First: Hui-Shan Author-X-Name-Last: Lee Author-Name: Shyue-Chuan Chong Author-X-Name-First: Shyue-Chuan Author-X-Name-Last: Chong Author-Name: Bik-Kai Sia Author-X-Name-First: Bik-Kai Author-X-Name-Last: Sia Title: Financial services and globalisation in belt and road countries Abstract: The forging of an affirmative image of the new Silk Road strategy in the international community has given rise to opportunities for financial services under the pressing trends of globalisation. The objective of this study was to examine the roles of financial development and globalisation on the economic growth of BRI countries in the twenty-first century Maritime Silk Road from various perspectives. The findings imply that insurance services are more important than banking services in influencing the growth of BRI countries; overall globalisation effects are beneficial to growth; and the impacts of financial services on growth tend to depend on aspects of globalisation. Journal: The Service Industries Journal Pages: 249-276 Issue: 3-4 Volume: 42 Year: 2022 Month: 3 X-DOI: 10.1080/02642069.2019.1576640 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1576640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:3-4:p:249-276 Template-Type: ReDIF-Article 1.0 Author-Name: Juliet E. Ikhide Author-X-Name-First: Juliet E. Author-X-Name-Last: Ikhide Author-Name: Ahmet Tarik Timur Author-X-Name-First: Ahmet Tarik Author-X-Name-Last: Timur Author-Name: Oluwatobi A. Ogunmokun Author-X-Name-First: Oluwatobi A. Author-X-Name-Last: Ogunmokun Title: The potential and constraint of work gamification for employees’ creative performance Abstract: Drawing on the affordance theory, this paper theorizes about how workplace creativity could be influenced by employees’ interaction with game design elements incorporated into work systems. To comprehensively capture possible relationships, two vital theoretical frameworks -ability-motivation-opportunity (AMO) and affordance theory, were employed to provide theoretical guidance and a basis upon which propositions were established. A review of literature in the field reveals that gamified work system, through the improvement of ability-, motivation- and opportunity-enhancing practices supports dimensions including employee’s motivation and competence which are prerequisites for a creative outcome. Furthermore, contrary to the common opinion, work gamification could constrain employees’ creativity at work. Theoretically grounded in existing theories and past literature, this conceptual paper touches on unpopular discussions in the literature, opens a research avenue for further studies by providing testable propositions and recommendations for practice. Journal: The Service Industries Journal Pages: 360-382 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2022.2045278 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2045278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:360-382 Template-Type: ReDIF-Article 1.0 Author-Name: Hasan Evrim Arici Author-X-Name-First: Hasan Evrim Author-X-Name-Last: Arici Author-Name: Muzaffer Uysal Author-X-Name-First: Muzaffer Author-X-Name-Last: Uysal Title: Leadership, green innovation, and green creativity: a systematic review Abstract: Conceptual and empirical progress have failed to keep up with growing industry interest in leadership, green innovation, and green creativity in the service industries. The purpose of this study is to address this gap by reviewing the literature on the relationship between leadership and green innovation/creativity. A total of 65 studies indexed in the Scopus database are analyzed. A systematic review and thematic analysis are performed utilizing Leximancer mixed analysis software. Descriptive findings are provided under eight categories: (1) studies by journal, (2) by method, (3) by time, (4) by country, (5) correlations between leadership and green innovation/creativity, (6) commonly used scales of green innovation and creativity, (7) summary of moderators, and (8) summary of mediators between leadership and green innovation/creativity. The findings show that there is a growing interest in the causal relationships among leadership and green innovation/creativity, and that Asian countries dominate the study domain. This study proposes a taxonomy of mediators and moderators. A concept map illustrating the main themes and concepts is also presented, and the study concludes by offering an agenda for future research. This study contributes to a deep understanding of the mechanisms underlying green innovation/creativity in the service context as well as extending research on the leadership–green-innovation/creativity nexus. Journal: The Service Industries Journal Pages: 280-320 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2021.1964482 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1964482 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:280-320 Template-Type: ReDIF-Article 1.0 Author-Name: Cem Tanova Author-X-Name-First: Cem Author-X-Name-Last: Tanova Author-Name: Steven W. Bayighomog Author-X-Name-First: Steven W. Author-X-Name-Last: Bayighomog Title: Green human resource management in service industries: the construct, antecedents, consequences, and outlook Abstract: Parallel to the increased awareness of environmental issues, there has been a rapid increase in studies focusing on Green Human Resource Management. Studies have shown that organizations that can link their environmental management efforts to their human resource management systems have improved organizational and employee-level outcomes. This study is a systematic review of empirical work focusing on Green Human Resources Management in service industries. Using a systematically selected sample of 48 articles, we compared the scales used to measure Green HRM, the theoretical frameworks on which the empirical papers were based, and identified the nomological network covering how Green HRM is positioned concerning its antecedents, outcomes, and mediators or moderators. We highlight important issues regarding the current state of Green Human Resources Management in service industries and provide avenues for future research. Journal: The Service Industries Journal Pages: 412-452 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2022.2045279 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2045279 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:412-452 Template-Type: ReDIF-Article 1.0 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Fangfang Shi Author-X-Name-First: Fangfang Author-X-Name-Last: Shi Author-Name: Fevzi Okumus Author-X-Name-First: Fevzi Author-X-Name-Last: Okumus Title: Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT Journal: The Service Industries Journal Pages: 277-279 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2022.2052593 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2052593 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:277-279 Template-Type: ReDIF-Article 1.0 Author-Name: Huy Gip Author-X-Name-First: Huy Author-X-Name-Last: Gip Author-Name: Do The Khoa Author-X-Name-First: Do Author-X-Name-Last: The Khoa Author-Name: Priyanko Guchait Author-X-Name-First: Priyanko Author-X-Name-Last: Guchait Author-Name: R.L. Fernando Garcia Author-X-Name-First: R.L. Author-X-Name-Last: Fernando Garcia Author-Name: Aysin Pasamehmetoglu Author-X-Name-First: Aysin Author-X-Name-Last: Pasamehmetoglu Title: Employee mindfulness and creativity: when emotions and national culture matter Abstract: Mindfulness has recently attracted more attention from service scholars due to its positive effect on various job outcomes. Yet, the linkage between mindfulness and service employees’ creativity is still not well understood. This study aims to bridge this gap by examining how emotions might influence the mindfulness and creativity relationship from different cultural perspectives. Frontline service employees from three countries, the Philippines, Turkey, and the United States, were sampled to form a cross-border dataset. PLS multigroup results show that creativity positively influences service recovery performance and error reporting across the three nations. Furthermore, the mindfulness-creativity link is mediated by gratitude as a positive emotion in the United States, but by envy as a negative emotion in the Philippines and Turkey. This suggests that the link between mindfulness and creativity may be culturally contextual. These results might provide insights for mindfulness practices within the service work environment. Journal: The Service Industries Journal Pages: 383-411 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2022.2037570 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2037570 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:383-411 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Bavik Author-X-Name-First: Ali Author-X-Name-Last: Bavik Author-Name: Chen-Feng Kuo Author-X-Name-First: Chen-Feng Author-X-Name-Last: Kuo Title: A systematic review of creativity in tourism and hospitality Abstract: Employee creativity has become an essential concept in tourism and hospitality literature in the last two decades. Nevertheless, empirical evidence on creativity has developed into a fragmented area of research with a variety of definitions and conceptual lenses. The current study suggests that this discrepancy of extant research impedes theoretical and empirical advancement. This study systematically reviews studies in the tourism and hospitality field to strengthen future work on employee creativity. The study results show that leadership is the most powerful predating and moderating factor in employee creativity. The results also show that positive organizational culture and climate factors greatly influence employee creativity. Finally, this study proposes a combined framework of creative qualities, which can be used as a managerial tool in tourism and hospitality, and other similar service-oriented industries. Journal: The Service Industries Journal Pages: 321-359 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2022.2041605 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2041605 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:321-359 Template-Type: ReDIF-Article 1.0 Author-Name: Muhammad Ishtiaq Ishaq Author-X-Name-First: Muhammad Ishtiaq Author-X-Name-Last: Ishaq Author-Name: Eleonora Di Maria Author-X-Name-First: Eleonora Author-X-Name-Last: Di Maria Author-Name: Rizwan Qaiser Danish Author-X-Name-First: Rizwan Author-X-Name-Last: Qaiser Danish Title: Analyzing antecedents and consequences of multidimensional green brand equity Abstract: As consumers are paying more attention to environmental issues, many hoteliers are in the process of transforming their businesses to reinforce their promises to achieve sustainability to pursue higher brand equity. In this context, the current research endeavors to test the nomological validity of a newly established multidimensional green brand equity (MGBE) scale in the hospitality industry, and investigate the relative impact of brand credibility, country of origin, and brand trust on MGBE dimensions and its consequences in the European hotel industry. The data were collected from 1291 tourists and analyzed using structural equation modeling. This study confirms the nomological validity of a unique MGBE scale – sustainability, social influence, perceived quality, brand leadership, brand awareness, and brand association – and indicates that COO has a stronger impact on brand leadership, whereas brand credibility has a stronger influence on sustainability. Moreover, perceived quality and brand leadership have a stronger impact on purchase intentions, while sustainability and social influence have a strong influence on brand preference. Journal: The Service Industries Journal Pages: 453-479 Issue: 5-6 Volume: 42 Year: 2022 Month: 04 X-DOI: 10.1080/02642069.2021.1987416 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1987416 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:5-6:p:453-479 Template-Type: ReDIF-Article 1.0 Author-Name: Adnan Ozyilmaz Author-X-Name-First: Adnan Author-X-Name-Last: Ozyilmaz Author-Name: Demet Taner Author-X-Name-First: Demet Author-X-Name-Last: Taner Title: Communication skills shape voice effects in organizations Abstract: Benefiting from constructive communication theory, in this study, we contend that voice behavior will interact with the employee's functional communication competence or communication skills to predict workplace behaviors and motivation. Particularly, we predicted that voice would have a positive effect on task performance when communication skills were high whereas it would have a negative effect when communication skills were low. Using data collected from 299 employees of nine hospitals in Turkey through two separate surveys, we found that communication skills played a mitigating influence in which the negative relationship between voice and task performance is diminished for those employees who have higher levels of communication skills. The results suggest that the value of voice is beneficial to the degree to which employees also have high communication skills, whereas low communication skills diminish task performance benefits and weaken job engagement advantages. This is an important contribution to the current body of knowledge on voice, as this study offers new insights into how voice behavior affects follower task performance and job engagement. Journal: The Service Industries Journal Pages: 606-629 Issue: 7-8 Volume: 42 Year: 2022 Month: 6 X-DOI: 10.1080/02642069.2018.1506444 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1506444 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:606-629 Template-Type: ReDIF-Article 1.0 Author-Name: Jesús Cambra-Fierro Author-X-Name-First: Jesús Author-X-Name-Last: Cambra-Fierro Author-Name: Lily (Xuehui) Gao Author-X-Name-First: Lily (Xuehui) Author-X-Name-Last: Gao Author-Name: Iguácel Melero-Polo Author-X-Name-First: Iguácel Author-X-Name-Last: Melero-Polo Author-Name: Lia Patrício Author-X-Name-First: Lia Author-X-Name-Last: Patrício Title: Theories, constructs, and methodologies to study COVID-19 in the service industries Abstract: Despite the wide variety of literature on the impact of the COVID-19 pandemic in the service industry, there is still a lack of an integrated systematized view of these multiple impacts. This study contributes to service research by identifying a variety of academic and managerial perspectives about the influence of COVID-19. We pay attention to the service industry, but with an especial focus on the tourism and hospitality industries, which have been more severely affected.This paper presents two multi-approach studies blending a systematic literature review (SLR) and a focus group methodology. Hence, it integrates and synthesizes the main results of the two studies considered to assist researchers and practitioners. It offers a complete overview of the state of the art and identifies three key service trends that have been accelerated by COVID-19: (1) the increasingly digital and autonomous customer; (2) the growing potential of data-driven services versus privacy concerns, and (3) the evolution from firm-centric to customer-centric and networked business models. Finally, this study provides relevant theoretical implications where we suggest relevant theories, constructs, and methodologies for future research to advance the current knowledge, and useful guidelines for business managers to better understand how to respond to market changes. Journal: The Service Industries Journal Pages: 551-582 Issue: 7-8 Volume: 42 Year: 2022 Month: 06 X-DOI: 10.1080/02642069.2022.2060209 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2060209 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:551-582 Template-Type: ReDIF-Article 1.0 Author-Name: Hasan Evrim Arici Author-X-Name-First: Hasan Evrim Author-X-Name-Last: Arici Author-Name: Mehmet Ali Köseoglu Author-X-Name-First: Mehmet Ali Author-X-Name-Last: Köseoglu Author-Name: Alptekin Sökmen Author-X-Name-First: Alptekin Author-X-Name-Last: Sökmen Title: The intellectual structure of customer experience research in service scholarship: a bibliometric analysis Abstract: This study presents a framework and viewpoint on the intellectual structure and evolution of customer experience research in the service literature. Using the Scopus database, journal articles on customer experience have been extracted and examined to unearth the source knowledge and main themes via a two-step approach of bibliometric (citation and co-citation) and content analyses. The bibliometric analysis has revealed five main clusters of the knowledge domain: (1) methodology and information technology, (2) customer co-creation of value, (3) service quality and customer satisfaction, (4) tourist experience, (5) customer perception in service environments. Based on the literature review, content analysis was subsequently performed to reveal recent articles from each cluster. Overall, this article comprehensively examines customer experience literature in the service industries. Results present a holistic comprehension of the knowledge domain, reveal scientific progress, and provide main directions and questions for further academic efforts. Journal: The Service Industries Journal Pages: 514-550 Issue: 7-8 Volume: 42 Year: 2022 Month: 06 X-DOI: 10.1080/02642069.2022.2043286 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2043286 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:514-550 Template-Type: ReDIF-Article 1.0 Author-Name: Chih-Ting Shih Author-X-Name-First: Chih-Ting Author-X-Name-Last: Shih Author-Name: Shu-Ling Chen Author-X-Name-First: Shu-Ling Author-X-Name-Last: Chen Author-Name: Minston Chao Author-X-Name-First: Minston Author-X-Name-Last: Chao Title: How autonomy-supportive leaders influence employee service performance: a multilevel study Abstract: Although self-determination theory has important implications for service management literature and implies that leader autonomy support is critical to facilitating successful service delivery, surprisingly, little is known about how leader autonomy support influences employees to enhance service performance. By adopting the perspective that leaders act as key agents of organization, we argue that psychological contract fulfillment plays a pivotal role in transmitting the cross-level effect of leader autonomy support to work engagement, which in turn leads to enhanced service performance. Hierarchical linear regression analysis of time-lagged data collected at two points in time from 600 service employees of 39 gas stations in Taiwan support our predictions. The findings suggest that a leader’s autonomy support is an effective way to foster employees’ experience of psychological contract fulfillment to increase their involvement at work and customer service performance. This study stresses the importance of autonomy leadership development programs in organizations in service industries, where a mixed labor composition of full-time and part-time workers is prevalent. Journal: The Service Industries Journal Pages: 630-651 Issue: 7-8 Volume: 42 Year: 2022 Month: 6 X-DOI: 10.1080/02642069.2019.1691168 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1691168 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:630-651 Template-Type: ReDIF-Article 1.0 Author-Name: Weng Marc Lim Author-X-Name-First: Weng Marc Author-X-Name-Last: Lim Author-Name: Satish Kumar Author-X-Name-First: Satish Author-X-Name-Last: Kumar Author-Name: Faizan Ali Author-X-Name-First: Faizan Author-X-Name-Last: Ali Title: Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute’ Abstract: Literature review is part and parcel of scholarly research. Though many literature review guides are available, they remain limited because they do not adequately account for the different types of literature review. Noteworthily, literature reviews can manifest as part of conceptual or empirical studies, or as independent studies, in which the latter may be curated in various ways. Moreover, despite its importance and popularity, literature reviews, particularly as independent studies, continue to attract unfair criticism and remain scarce in service research. To address the aforementioned gaps, this article endeavors to provide an overview and guidelines for writing literature reviews. Specifically, this article explains (1) what a literature review is and is not, (2) why literature reviews are valuable, and (3) how to conduct a literature review, as well as (4) the areas of service research and (5) the innovative ways in which literature reviews can be curated in the future. Journal: The Service Industries Journal Pages: 481-513 Issue: 7-8 Volume: 42 Year: 2022 Month: 06 X-DOI: 10.1080/02642069.2022.2047941 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2047941 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:481-513 Template-Type: ReDIF-Article 1.0 Author-Name: Ahmad Aljarah Author-X-Name-First: Ahmad Author-X-Name-Last: Aljarah Author-Name: Bassam Dalal Author-X-Name-First: Bassam Author-X-Name-Last: Dalal Author-Name: Blend Ibrahim Author-X-Name-First: Blend Author-X-Name-Last: Ibrahim Author-Name: Eva Lahuerta-Otero Author-X-Name-First: Eva Author-X-Name-Last: Lahuerta-Otero Title: The attribution effects of CSR motivations on brand advocacy: psychological distance matters! Abstract: Companies are becoming increasingly involved in corporate social responsibility (CSR) to enhance their self- rather than public interests, and this has made CSR ambiguous when considering organizational goodwill. This study therefore investigated the relative effects of CSR motivations on brand advocacy while considering psychological distance as a moderating variable. Two between-subject experiments were conducted using coffee shop customers in the United States as participants. The findings revealed that customers demonstrate more brand advocacy toward a company when they believe the company has conducted a CSR activity with a public-serving motivation than when they believe the company has conducted a CSR activity with a firm-serving motivation. Furthermore, customers demonstrate greater brand advocacy with respect to public-serving motivations when a firm’s spatial or temporal CSR initiative distances are low (when there are local or present benefits, respectively). However, customers demonstrate greater brand advocacy with respect to firm-serving motivations when a company conducts a CSR initiative with a low social distance (when there are in-group benefits). Journal: The Service Industries Journal Pages: 583-605 Issue: 7-8 Volume: 42 Year: 2022 Month: 06 X-DOI: 10.1080/02642069.2022.2041603 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2041603 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:583-605 Template-Type: ReDIF-Article 1.0 Author-Name: Veronica De Crescenzo Author-X-Name-First: Veronica Author-X-Name-Last: De Crescenzo Author-Name: Abel Monfort Author-X-Name-First: Abel Author-X-Name-Last: Monfort Author-Name: Jose Augusto Felício Author-X-Name-First: Jose Augusto Author-X-Name-Last: Felício Author-Name: Samuel Ribeiro-Navarrete Author-X-Name-First: Samuel Author-X-Name-Last: Ribeiro-Navarrete Title: Communication and the role of third-party endorsement in social crowdfunding Abstract: Many studies have underlined the role of updates, pictures, videos, and narrative sections in reducing information asymmetry and producing positive signaling effects for crowdfunding projects. However, research on the role of external entities that partially co-finance projects and thus mitigate information asymmetry problems is almost non-existent. Based on fuzzy-set qualitative comparative analysis (fsQCA), this study focuses on two groups of factors capable of mitigating asymmetric information problems: content communication (measured by words, videos, pictures, and updates) and endorsement from third-party. The study sample consists of 114 successful social crowdfunding projects posted on Eppela, an Italian crowdfunding platform launched in 2011. The study provides new evidence of the role of third-party investors. In social crowdfunding, the relevance of content communication seems to vary depending on the presence or absence of a third-party investor. The study also highlights the role of a broad content communication approach in fundraising in the social crowdfunding market. Journal: The Service Industries Journal Pages: 770-797 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2021.1963437 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1963437 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:770-797 Template-Type: ReDIF-Article 1.0 Author-Name: Yilmaz Akgunduz Author-X-Name-First: Yilmaz Author-X-Name-Last: Akgunduz Author-Name: Ceylan Alkan Author-X-Name-First: Ceylan Author-X-Name-Last: Alkan Author-Name: Özge Adan Gök Author-X-Name-First: Özge Author-X-Name-Last: Adan Gök Title: How are the exchange relationships of front office employees reflected on customers? Abstract: In the hotel business, the performance of employees in face-to-face contact with customers, such as front-office employees, is decisive in achieving customer satisfaction. These employees’ performance impresses through their relationship with their managers and customers. That is, there is an exchange relationship of the form manager-employee to employee-customer. Based on Leader-Member Exchange Theory (LMX) and Social Exchange Theory (SET), the current study focuses on LMX, customer-employee exchanges (CEEX), customer-oriented extra role behavior (COERB), and the mediating effect of job dedication in these exchange relationships. Data was collected from front office employees in İzmir, Turkey, yielding 165 valid questionnaires. SEM was used to test the research hypotheses. The results show that high-quality LMX and CEEX increase front office employees’ COERB. In addition, job dedication partially mediates the relationships between LMX and COERB, and CEEX and COERB. Journal: The Service Industries Journal Pages: 798-821 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2021.1971198 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1971198 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:798-821 Template-Type: ReDIF-Article 1.0 Author-Name: Ho Kwong Kwan Author-X-Name-First: Ho Kwong Author-X-Name-Last: Kwan Author-Name: Miaomiao Li Author-X-Name-First: Miaomiao Author-X-Name-Last: Li Author-Name: Xiangfan Wu Author-X-Name-First: Xiangfan Author-X-Name-Last: Wu Author-Name: Xiaofeng Xu Author-X-Name-First: Xiaofeng Author-X-Name-Last: Xu Title: The need to belong: how to reduce workplace ostracism Abstract: Although the need to belong, or the desire for interpersonal attachments, is a basic human motivation, understanding of how and when it influences workplace ostracism is notably limited. Based on belongingness theory, this study examines the negative relationship between the need to belong and exposure to workplace ostracism by focusing on the mediating role of organizational deviance and the moderating role of in-role performance. Data from 108 supervisor–subordinate dyads in China were collected at three time points. The results reveal that organizational deviance mediates the relationship between the need to belong and workplace ostracism. Additionally, in-role performance alleviates the negative relationship between the need to belong and organizational deviance. The implications for management theory and practice are discussed. Journal: The Service Industries Journal Pages: 716-737 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2021.1873295 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1873295 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:716-737 Template-Type: ReDIF-Article 1.0 Author-Name: Nguyen M. Tuan Author-X-Name-First: Nguyen M. Author-X-Name-Last: Tuan Title: Customer readiness–customer participation link in e-services Abstract: E-services such as online tourism, e-commerce, ride hailing, mobile banking, and payment are increasingly adopted in emerging markets. The paper, on the basis of service-dominant logic, aims to develop and validate an integrative theoretical model that centers on the customer readiness-customer participation link in e-services. From the perspective of customer, as both technology user and service consumer, this study proposes technology readiness, a technology-related factor, and customer empowerment, a firm-developed factor, as determinants of customer readiness and perceived value and satisfaction as outcomes of customer participation. A cross-sectional survey with PLS-SEM analysis of 257 customers in e-services in Hochiminh City, Vietnam, reports that all of eight hypotheses are empirically supported. This paper is among the first, with empirically affirming the roles of technology readiness and customer empowerment, two formative second-order constructs, to evidently investigate the two important formation mechanisms of customer readiness and the interconnection of these customer operant resources. Journal: The Service Industries Journal Pages: 738-769 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2021.1946517 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1946517 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:738-769 Template-Type: ReDIF-Article 1.0 Author-Name: Jesús Cambra-Fierro Author-X-Name-First: Jesús Author-X-Name-Last: Cambra-Fierro Author-Name: Lily (Xuehui) Gao Author-X-Name-First: Lily (Xuehui) Author-X-Name-Last: Gao Author-Name: María Eugenia López-Pérez Author-X-Name-First: María Eugenia Author-X-Name-Last: López-Pérez Author-Name: Iguácel Melero-Polo Author-X-Name-First: Iguácel Author-X-Name-Last: Melero-Polo Title: How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications Abstract: In increasingly turbulent times shaped by macro-environmental shifts, the complexity of customer experience has radically intensified. Augmenting this complexity, myriad contingency factors are involved in customer experience delivery. Therefore, scholars have called for the development of a comprehensive view of the extent to which customer experience literature has viewed and studied the roles of macro-environmental factors, and an integrative understanding of how customer experience can be affected by different macro-environmental factors. To this end, this study (1) differentiates the concept of macro-environmental factors; (2) summarizes extant knowledge by conducting a systematic literature review via qualitative and quantitative analysis to identify relevant research gaps; and (3) grounded in the service-dominant logic service ecosystem perspective, develops an integrative framework that integrates a holistic, novel view and understanding of the dynamic relationship between customer experience and macro-environmental factors while accounting for different contingency factors of lower environmental factors (meso and micro). Using the COVID-19 crisis, we vividly illustrate the real-life applicability of the integrative framework we develop. The study broadens the scope of customer experience research, offers actionable ideas for business managers in a turbulent environment, and puts forth a research agenda identifying key research lines for advancing the customer experience research field. Journal: The Service Industries Journal Pages: 653-687 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2022.2070613 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2070613 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:653-687 Template-Type: ReDIF-Article 1.0 Author-Name: Navin Kumar Author-X-Name-First: Navin Author-X-Name-Last: Kumar Author-Name: Rajeev Kumar Panda Author-X-Name-First: Rajeev Kumar Author-X-Name-Last: Panda Author-Name: Kishalay Adhikari Author-X-Name-First: Kishalay Author-X-Name-Last: Adhikari Title: Transforming tourists’ intentions through destination engagement: insights from transformative learning theory Abstract: Tourist-based destination engagement (TBDE) has emerged as a strategically significant concept to endure the destination-tourist relationship; however, identifying its related constructs is still nascent. We develop an integrative model for TBDE by identifying destination experience, destination attachment, and destination authenticity as antecedents of TBDE and destination advocacy as its consequence. We also propose a new association by investigating the direct and indirect relationship of TBDE on destination advocacy through destination satisfaction. Finally, findings were discussed conforming to transformative learning theory by relating it to TBDE and its modeled constructs. The results reveal a positive influence of all the identified drivers on TBDE and TBDE’s positive impact on destination advocacy. Moreover, destination satisfaction emerges as a mediator by supporting the positive indirect relationship between TBDE and destination advocacy. Implications for theory and practice are suggested for the tourism industry, which the tourism organizations may utilize to foster TBDE and sustain the tourist-destination relationships. Journal: The Service Industries Journal Pages: 688-715 Issue: 9-10 Volume: 42 Year: 2022 Month: 07 X-DOI: 10.1080/02642069.2022.2062327 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2062327 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:9-10:p:688-715 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver-8542211215550774630.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Moazzam Ali Author-X-Name-First: Moazzam Author-X-Name-Last: Ali Author-Name: Muhammad Usman Author-X-Name-First: Muhammad Author-X-Name-Last: Usman Author-Name: Gbemisola T. Soetan Author-X-Name-First: Gbemisola T. Author-X-Name-Last: Soetan Author-Name: Munazza Saeed Author-X-Name-First: Munazza Author-X-Name-Last: Saeed Author-Name: Yasin Rofcanin Author-X-Name-First: Yasin Author-X-Name-Last: Rofcanin Title: Spiritual leadership and work alienation: analysis of mechanisms and constraints Abstract: In the present study, we propose a negative association between spiritual leadership and work alienation. We also propose service employee social capital as a mediator of the spiritual leadership-work alienation link and political skill as a boundary condition of the direct association between spiritual leadership and social capital and the indirect association between spiritual leadership and work alienation. Time-lagged (three rounds, three weeks apart) survey data collected from 283 service sector employees supported our proposed hypotheses. Despite the prevalence of work alienation in service organizations and the recognition that it can lead to several negative outcomes, little is known about how managers can address service employees’ feelings of work alienation. We address this crucial theoretical gap and offer several practical implications that can help managers in service organizations enhance employees’ social capital and undermine their feelings of alienation at work. Journal: The Service Industries Journal Pages: 897-918 Issue: 11-12 Volume: 42 Year: 2022 Month: 09 X-DOI: 10.1080/02642069.2022.2026333 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2026333 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:897-918 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver-6833553714139755067.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Hasan Evrim Arici Author-X-Name-First: Hasan Evrim Author-X-Name-Last: Arici Author-Name: Mehmet Ali Köseoglu Author-X-Name-First: Mehmet Ali Author-X-Name-Last: Köseoglu Author-Name: Nagihan Cakmakoglu Arici Author-X-Name-First: Nagihan Author-X-Name-Last: Cakmakoglu Arici Title: Emotions in service research: evolutionary analysis and empirical review Abstract: This study provides a bibliometric review of emotion-focused research in the service discipline by examining the main research themes and concepts, conceptual foundations, and the most recent research fields. Six-hundred forty-seven documents on emotions were extracted and examined by performing co-citation and bibliographic coupling analyses as well as qualitative content analysis. Co-citation analysis results show that ‘emotions’ is a defined research area with six fundamental themes; namely, positive customer emotions, emotional reactions to service failure and recovery, measurement of emotions, empirical analysis of emotions, brand love, and customer delight. In addition, various theoretical foundations could be employed in various empirical contexts, among which conservation of resources and social exchange play a great role. An examination of the most recent documents via bibliographic coupling analysis clarifies six appealing research trends and releases various recommendations on the occasions for further investigation to be drawn. Journal: The Service Industries Journal Pages: 919-947 Issue: 11-12 Volume: 42 Year: 2022 Month: 09 X-DOI: 10.1080/02642069.2022.2101638 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2101638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:919-947 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver-121516239628301891.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Komal Aliza Author-X-Name-First: Komal Author-X-Name-Last: Aliza Author-Name: Sadia Shaheen Author-X-Name-First: Sadia Author-X-Name-Last: Shaheen Author-Name: Muhammad Jawad Malik Author-X-Name-First: Muhammad Jawad Author-X-Name-Last: Malik Author-Name: Sehar Zulfiqar Author-X-Name-First: Sehar Author-X-Name-Last: Zulfiqar Author-Name: Syeda Azra Batool Author-X-Name-First: Syeda Azra Author-X-Name-Last: Batool Author-Name: Muhammad Ahmad-ur-Rehman Author-X-Name-First: Muhammad Author-X-Name-Last: Ahmad-ur-Rehman Author-Name: Ayesha Javed Author-X-Name-First: Ayesha Author-X-Name-Last: Javed Title: Linking ostracism with employee negligence behavior: a moderated mediation model Abstract: The work-related antecedents of negative behavior are well known, but less is known about cross-domain antecedents, specifically how workplace ostracism affects negligence behavior. Our study aims to address this limitation by considering the Stress-Non-Equilibrium-Compensation (SNEC) Approach and Conservation of Resources (COR) Theory; we propose a moderated mediation model wherein workplace ostracism instigates nurse’s negligence behavior through emotional exhaustion, and task interdependence act as the boundary condition. The current study proposed and empirically tested the moderated mediation model. A time-lagged three-wave survey design was utilized and data was collected from (N = 402) nurses. The findings indicate that emotional exhaustion could mediate the relationship between ostracism and nurses’ negligence behavior. Furthermore, the results from the moderated mediation analysis suggest that the mediation of emotional exhaustion is moderated by task interdependence such that with a higher level of task interdependence, the mediation effect of emotional exhaustion becomes weaker. Theoretical and managerial implications are discussed. Journal: The Service Industries Journal Pages: 872-896 Issue: 11-12 Volume: 42 Year: 2022 Month: 09 X-DOI: 10.1080/02642069.2021.1933456 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1933456 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:872-896 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver1028723786701686699.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Neeru Malhotra Author-X-Name-First: Neeru Author-X-Name-Last: Malhotra Author-Name: Nicholas Ashill Author-X-Name-First: Nicholas Author-X-Name-Last: Ashill Author-Name: Cristiana R. Lages Author-X-Name-First: Cristiana R. Author-X-Name-Last: Lages Author-Name: Amir Homayounfard Author-X-Name-First: Amir Author-X-Name-Last: Homayounfard Title: Understanding the role of frontline employee felt obligation in services Abstract: Drawing on social exchange theory, this study investigates the mechanism of felt obligation underpinning the link between three key forms of perceived support (organization, supervisor, and team) and three key frontline employee work outcomes. The study also examines felt obligation - employee work outcomes relationships under the boundary condition of perceived fairness in reward allocation to explore if felt obligation preserves employee support despite unfair outcomes. Data obtained from 347 frontline employees in a call center organization largely support our hypotheses. Our findings demonstrate that perceived supervisor and team support exert a greater influence on felt obligation than the commonly investigated perceived organizational support. Our findings underscore the importance of felt obligation as an influential social exchange force that stimulates affective commitment and reduces turnover intentions of employees even under conditions when fairness in reward allocation is perceived to be lower. Felt obligation also influences service recovery performance positively. Journal: The Service Industries Journal Pages: 843-871 Issue: 11-12 Volume: 42 Year: 2022 Month: 09 X-DOI: 10.1080/02642069.2020.1858062 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1858062 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:843-871 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver-5666598426890131081.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Ursula Scholl-Grissemann Author-X-Name-First: Ursula Author-X-Name-Last: Scholl-Grissemann Author-Name: Nicola E. Stokburger-Sauer Author-X-Name-First: Nicola E. Author-X-Name-Last: Stokburger-Sauer Author-Name: Karin Teichmann Author-X-Name-First: Karin Author-X-Name-Last: Teichmann Title: The importance of perceived fairness in product customization settings Abstract: Customization tools enable computerized service interactions that increase customer value. This value is affected by customers’ co-creation efforts. During the customization process, customers weigh the cost of their resources (e.g. ideas, time, knowledge) against the resources invested by a service company (e.g. online support, product warranty) to evaluate the fairness of the process. This study examines how customer satisfaction is affected by perceptions of fairness during the customization process, as well as the number of customization options offered by a customization tool. Two experiments show that, regardless of the number of customization options, customers always evaluate a company more positively when the customization process is fair. Product category involvement and customer expertise also moderate the relationship between customization and satisfaction. As this research indicates, customization must be designed carefully to avoid undesirable marketing outcomes. Journal: The Service Industries Journal Pages: 823-842 Issue: 11-12 Volume: 42 Year: 2022 Month: 9 X-DOI: 10.1080/02642069.2020.1819252 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1819252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:823-842 Template-Type: ReDIF-Article 1.0 # input file: catalog-resolver3452247862993425604.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220713T202513 git hash: 99d3863004 Author-Name: Johannes Hofmeister Author-X-Name-First: Johannes Author-X-Name-Last: Hofmeister Author-Name: Malte H. G. Schneider Author-X-Name-First: Malte H. G. Author-X-Name-Last: Schneider Author-Name: Dominik K. Kanbach Author-X-Name-First: Dominik K. Author-X-Name-Last: Kanbach Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Title: Combining strategies for high service productivity with successful service innovation Abstract: Service innovation and service productivity are key elements of a firm’s ability to gain competitive advantages. Although previous studies have advanced the understanding of each topic individually, few attempts have been made to bridge the gap between the two research streams. Endeavoring to explain how firms combine strategies for high service productivity with successful service innovation, we adopt a multiple-case research design. Results of a one-year field study in the financial services market show that firms are more likely to gain competitive advantages if they link multiple innovation configurations that fit with their productivity strategy. We identified 27 cases that facilitated productivity through cost emphasis, revenue emphasis, or a dual emphasis on both cost and revenue. Our data, which include 42 in-depth interviews as well as public documents, also suggest that two sets of service innovation configurations—new service development and service design—are linked together in relationships with service productivity. Journal: The Service Industries Journal Pages: 948-971 Issue: 11-12 Volume: 42 Year: 2022 Month: 09 X-DOI: 10.1080/02642069.2022.2098952 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2098952 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:11-12:p:948-971 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2068530_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Shengliang Zhang Author-X-Name-First: Shengliang Author-X-Name-Last: Zhang Author-Name: Chaoying Huang Author-X-Name-First: Chaoying Author-X-Name-Last: Huang Author-Name: Xiaodong Li Author-X-Name-First: Xiaodong Author-X-Name-Last: Li Author-Name: Ai Ren Author-X-Name-First: Ai Author-X-Name-Last: Ren Title: Characteristics and roles of streamers in e-commerce live streaming Abstract: Streamers are the individuals at the core of e-commerce live streaming (ELS), which is a successful influencer marketing strategy. However, a systematic profile of ELS streamers is lacking. This study aims to investigate the roles and characteristics of ELS streamers, as well as their matching relationships, by applying the grounded theory method to analyze semi-structured interviews of 96 consumers. Eight characteristics of ELS streamers (expertise, attractiveness, credibility, interactivity, popularity, price support, affinity, and responsiveness) are identified and further classified into four roles (opinion leader, spokesperson, interactive friend, and salesperson). This study is the first to create a role set for ELS streamers and the first to systematically elucidate the roles of ELS streamers and their corresponding characteristics. It not only supplements e-commerce, influencer marketing, and role theory research by identifying new characteristics and roles of ELS streamers, but it also provides a clear framework practitioners can use to train streamers. Journal: The Service Industries Journal Pages: 1001-1029 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2068530 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2068530 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1001-1029 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2092615_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Chunhao Ma Author-X-Name-First: Chunhao Author-X-Name-Last: Ma Author-Name: Jian Ye Author-X-Name-First: Jian Author-X-Name-Last: Ye Title: Linking artificial intelligence to service sabotage Abstract: The widespread use of artificial intelligence (AI) technology in the service industry has made the conflict between service robots and frontline employees a hot topic. While research shows that the adoption of service robots may have a negative impact on employees’ psychology and behavior, little is known about its effects on frontline employee’ service sabotage. The current study explores the influencing mechanism of service sabotage in the context of AI introduction based on the STARA theory and conservation of resource theory. The results reveal that: (1) Frontline employee’s AI awareness direclty affects service sabotage; (2) Organization-based self-esteem plays a partial mediating role between AI awareness and service sabotage; (3) Perceived organizational support weakens the effect of AI awareness on service sabotage. Journal: The Service Industries Journal Pages: 1054-1074 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2092615 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2092615 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1054-1074 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2054996_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Minwoo Lee Author-X-Name-First: Minwoo Author-X-Name-Last: Lee Author-Name: Young Ho Song Author-X-Name-First: Young Ho Author-X-Name-Last: Song Author-Name: Lin Li Author-X-Name-First: Lin Author-X-Name-Last: Li Author-Name: Kyung Young Lee Author-X-Name-First: Kyung Young Author-X-Name-Last: Lee Author-Name: Sung-Byung Yang Author-X-Name-First: Sung-Byung Author-X-Name-Last: Yang Title: Detecting fake reviews with supervised machine learning algorithms Abstract: This study provides an applicable methodological procedure applying Artificial Intelligence (AI)-based supervised Machine Learning (ML) algorithms in detecting fake reviews of online review platforms and identifies the best ML algorithm as well as the most critical fake review determinants for a given restaurant review dataset. Our empirical findings from analyzing 16 determinants (review-related, reviewer-related, and linguistic attributes) measured from over 43,000 online restaurant reviews reveal that among the seven ML algorithms, the random forest algorithm outperforms the other algorithms and, among the 16 review attributes, time distance is found to be the most important, followed by two linguistic (affective and cognitive cues) and two review-related attributes (review depth and structure). The present study contributes to the literature on fake online review detection, especially in the hospitality field and the body of knowledge on supervised ML algorithms. Journal: The Service Industries Journal Pages: 1101-1121 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2054996 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2054996 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1101-1121 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2081685_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Ali Raza Author-X-Name-First: Ali Author-X-Name-Last: Raza Author-Name: Muhammad Ishtiaq Ishaq Author-X-Name-First: Muhammad Ishtiaq Author-X-Name-Last: Ishaq Author-Name: Haleema Zia Author-X-Name-First: Haleema Author-X-Name-Last: Zia Author-Name: Zia ur-Rehman Author-X-Name-First: Zia Author-X-Name-Last: ur-Rehman Author-Name: Rehan Ahmad Author-X-Name-First: Rehan Author-X-Name-Last: Ahmad Title: Technostressors and service employees outcomes: a longitudinal study Abstract: This study determines the impact of technostress creators on employee wellbeing dimensions and employee engagement. This study also examines the moderating role of mindfulness and optimism to use technology between technostress creator and employee wellbeing. A longitudinal research design was adopted to collect the data from 286 government employees involved in public dealing during two waves of COVID-19 in Pakistan. The data were assessed using structural equation modeling and Hayes’ method to test mediation and moderation. The study findings shed important light on the role of personal resources in reducing stress over a time period. The results conclude that technostress creators negatively influence employee wellbeing dimensions and employee engagement in both waves. Also, personal resources, i.e. mindfulness and optimism to use technology, dampen the negative association of technostress creators on employee wellbeing. One of the significant limitations of this research is collecting the data from employees working in public offices only, whereas this study fills an essential gap by exploring the role of technostressors using a longitudinal study design. Journal: The Service Industries Journal Pages: 1030-1053 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2081685 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2081685 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1030-1053 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2088738_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Youyung Hyun Author-X-Name-First: Youyung Author-X-Name-Last: Hyun Author-Name: Sunyoung Hlee Author-X-Name-First: Sunyoung Author-X-Name-Last: Hlee Author-Name: Jaehyun Park Author-X-Name-First: Jaehyun Author-X-Name-Last: Park Author-Name: Younghoon Chang Author-X-Name-First: Younghoon Author-X-Name-Last: Chang Title: Discovering meaningful engagement through interaction between customers and service robots Abstract: Although service robots are causing a paradigm shift in the service industry by creating new interactions with customers, there is limited knowledge regarding which elements of service robots create desirable interactions with customers. To address this gap, this study invited situated action theory to investigate elements of service robots shaping customers’ meaningful engagement. 252 responses from the survey were analyzed. These revealed that some socio-functional elements are primary for meaningful engagement by affecting both experiential and instrumental outcomes, whereas others are salient for either one of the outcomes. Our analysis also examined personal innovativeness and viability of human–robot team pertaining to meaningful engagement. This study contributes to the literature by identifying socio-functional elements of service robots and exploring how they create meaningful engagement. It also provides practical implications to service companies, demonstrating critical elements of service robots for enhancing their service quality and for developing robot-driven service environments. Journal: The Service Industries Journal Pages: 973-1000 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2088738 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2088738 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:973-1000 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2104257_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220823T191300 git hash: 39867e6e2f Author-Name: Yen-Ting Helena Chiu Author-X-Name-First: Yen-Ting Helena Author-X-Name-Last: Chiu Author-Name: Dung Minh Nguyen Author-X-Name-First: Dung Minh Author-X-Name-Last: Nguyen Title: Service failure and self-recovery in tech-based services: self-determination theory perspective Abstract: The pervasiveness of self-service technologies (SSTs) in the service industry has led to renewed interest in SST failure and recovery. Understanding how customers respond to SST disruptions and motivating them to resolve SST failures by themselves should be at the core of service companies’ recovery strategies, as this entails significant benefits to service providers and customers. Drawing on self-determination theory, we examined how intrinsic motivation encourages customers to undertake self-recovery after SST failure. A survey was conducted among users of airport self-check-in kiosks, and the obtained data were analyzed using structural equation modeling. The findings show that a greater perceived needs for competence, autonomy, and relatedness results in higher expected value and attitude towards self-recovery, thus increasing self-recovery intention. Following expert interviews with airport personnel to consolidate the results, this study provides managerial suggestions aimed at raising customers’ intrinsic motivation, especially competence needs, to promote self-recovery. Journal: The Service Industries Journal Pages: 1075-1100 Issue: 13-14 Volume: 42 Year: 2022 Month: 10 X-DOI: 10.1080/02642069.2022.2104257 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2104257 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:13-14:p:1075-1100 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1861251_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Lu Zhang Author-X-Name-First: Lu Author-X-Name-Last: Zhang Author-Name: Wei Wei Author-X-Name-First: Wei Author-X-Name-Last: Wei Author-Name: Nan Hua Author-X-Name-First: Nan Author-X-Name-Last: Hua Title: Service security breaches: the impact of comparative optimism Abstract: The main purpose of this research is to examine the joint effects of error management, error locality, and individuals’ comparative optimism on consumers’ attitudes and intentions to spread negative word-of-mouth. To explore consumers’ reactions, a 2 (Error management: Yes vs. No) x 2 (Error locality: Focal vs. Competitor) x 2 (Comparative optimism: High vs. Low) experiment was employed. Results indicated that when the focal hotel is breached, individuals who are high on comparative optimism exhibit more positive attitudes and a lower level of intentions to spread negative word-of-mouth when error management is presented (vs. no error management). When a competitor is breached, people show similar levels of attitudes and behavioral intentions regardless of the conditions of error management. Findings of this research contribute to strategic planning and policymaking regarding information security. Journal: The Service Industries Journal Pages: 1190-1210 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2020.1861251 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1861251 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1190-1210 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1960982_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Raman Amirtha Author-X-Name-First: Raman Author-X-Name-Last: Amirtha Author-Name: V. J. Sivakumar Author-X-Name-First: V. J. Author-X-Name-Last: Sivakumar Title: Building loyalty through perceived value in online shopping – does family life cycle stage matter? Abstract: This study explores the influence of Family Life Cycle (FLC) stages on the perceived value-customer loyalty relationship in e-shopping. A customized Indian FLC classification system comprising ten FLC stages was used in this study. Perceived value was measured as Utilitarian Value (UV) and Hedonic Value (HV), which acted as second-order constructs formed by utilitarian and hedonic benefits. Customer loyalty was measured as Re-Purchase Intention (RPI), positive Word of Mouth (WOM) and Willingness To Pay More (WTPM). Based on the split into FLC stages, 827 married women e-shoppers in metropolitan cities participated in the study. Value-loyalty and benefits-loyalty relationships were measured using PLS-SEM and differences in group behaviour were observed using PLS-MGA. Results showed that UV had a significant dominant effect on all value dimensions, while HV had a significant effect on only the dimension, WOM. Moreover, the values/benefits influencing dimensions of loyalty differed as women transcended from one FLC stage to the next. In effect, this study showed strong empirical evidence that FLC stages play a significant role in e-shopping Value-Loyalty and Benefit-Loyalty relationship. Journal: The Service Industries Journal Pages: 1151-1189 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2021.1960982 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1960982 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1151-1189 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1608189_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Hao Lu Author-X-Name-First: Hao Author-X-Name-Last: Lu Author-Name: Jin Hong Author-X-Name-First: Jin Author-X-Name-Last: Hong Author-Name: Qiong Chen Author-X-Name-First: Qiong Author-X-Name-Last: Chen Author-Name: Ping Deng Author-X-Name-First: Ping Author-X-Name-Last: Deng Title: Impact of overseas M&As on Chinese service enterprises’ market value Abstract: China’s services sector mergers and acquisitions (M&As) in emerging economies, such as the Belt and Road Strip (BRS), have been increasing rapidly. Past studies have focused on M&A market value performance (MVP) in developed regions and industry sectors, ignoring M&As in emerging economies and services sectors. Drawing on signal theory effects of M&A announcements on MVP, this study assessed the performance of Chinese stock market reactions to M&A announcements and the key factors in M&A MVP in emerging economies and service sectors. The study is based on an event study of a sample of Chinese service sector M&A announcements in the BRS during the years 2013–2017. The findings indicate that China’s service sector M&As in the BRS have achieved significantly positive MVP since 2013. MVP was statistically significant only in the technology services and public services sub-sectors. M&A contract size was positively related to service sector M&A MVP. The authors discuss implications of the study findings for future research and managerial practice. Journal: The Service Industries Journal Pages: 1256-1276 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2019.1608189 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1608189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1256-1276 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2012164_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Sanaz Vatankhah Author-X-Name-First: Sanaz Author-X-Name-Last: Vatankhah Author-Name: Maryam Darvishi Author-X-Name-First: Maryam Author-X-Name-Last: Darvishi Title: Unpacking solutions to counterproductive work behavior using hybrid fuzzy MCDM Abstract: Counterproductive work behavior has long been a concerning issue for organizations. Specially service organizations, including airlines, seem to confront the prevalence of such negative work behavior. Nevertheless, a general guideline to curb counter-productivity does not exist. In light of fuzzy theory, this study applied fuzzy Delphi and fuzzy analytical hierarchy process to develop a hierarchical evaluation index to identify and rank strategic solutions to cope with counterproductive work behavior in the airline industry. The results revealed that ethical concerns and ethical leadership are the most critical coping strategic criteria and sub-criteria, respectively. This study advances the current knowledge in counterproductive work behavior literature and offers a managerial toolbox to manage and reduce such behavior in the airline industry. Journal: The Service Industries Journal Pages: 1123-1150 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2021.2012164 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2012164 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1123-1150 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1505872_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Xiaorong Fu Author-X-Name-First: Xiaorong Author-X-Name-Last: Fu Author-Name: Jing Pang Author-X-Name-First: Jing Author-X-Name-Last: Pang Title: Effect of e-referral incentive programs on referrer loyalty on social platforms Abstract: E-referral incentive programs are key instruments to carry out relationship marketing on social platforms. This study explores the effect of e-referral incentive programs on customer loyalty and its mechanisms. Two theories, the cognitive dissonance theory and the attention resource theory are adopted in this study, and therefore, referral dissonance and audience size are introduced as a mediator and a context variable separately. The results show that (1) the reward size and reward scheme have a significant interaction effect on customers’ repurchase intention and their re-referral intention; (2) this kind of interaction effect can be mediated by cognitive dissonance; and (3) the effect of referral incentive programs on customer loyalty will be influenced by the audience size. This study also explains how the referral incentive programs influence customer loyalty in social platforms and therefore can serve as a theoretical guidance for enterprises aiming to develop e-referral incentive programs. Journal: The Service Industries Journal Pages: 1234-1255 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2018.1505872 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1505872 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1234-1255 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1504923_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Sourav Sengupta Author-X-Name-First: Sourav Author-X-Name-Last: Sengupta Author-Name: T. T. Niranjan Author-X-Name-First: T. T. Author-X-Name-Last: Niranjan Author-Name: Mohan Krishnamoorthy Author-X-Name-First: Mohan Author-X-Name-Last: Krishnamoorthy Author-Name: Wendy van der Valk Author-X-Name-First: Wendy Author-X-Name-Last: van der Valk Title: A client-centric risk-based taxonomy of service triads Abstract: In client-provider-customer service triads, direct interactions between the providers and customers result in clients’ exposure to various risks. This paper develops a taxonomy of service triads based on four attributes of outsourced services that result in those risks: 1) business impact; 2) customer contact; 3) mode of interaction; and 4) relationship continuity. We conduct a qualitative study to develop a contextually rich understanding of the resulting taxonomy. Characterization of the four taxons, namely, ‘low-hazard,’ ‘easily-monitored,’ ‘to-be-watched,’ and ‘vulnerable’ service triads, based on agency theory, contributes to the understanding of how these services have traits and risks that are different from one another. It also provides insights into how the providers in each of the four taxons should be contracted and managed. Journal: The Service Industries Journal Pages: 1211-1233 Issue: 15-16 Volume: 42 Year: 2022 Month: 12 X-DOI: 10.1080/02642069.2018.1504923 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1504923 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:42:y:2022:i:15-16:p:1211-1233 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2127690_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Author-Name: Andreas Kallmuenzer Author-X-Name-First: Andreas Author-X-Name-Last: Kallmuenzer Author-Name: Dominik K. Kanbach Author-X-Name-First: Dominik K. Author-X-Name-Last: Kanbach Author-Name: Peter M. Krysta Author-X-Name-First: Peter M. Author-X-Name-Last: Krysta Author-Name: Maurice M. Steinhoff Author-X-Name-First: Maurice M. Author-X-Name-Last: Steinhoff Title: An integrative framework for business model innovation in the tourism industry旅游业商业模式创新的综合框架 Abstract: These are constantly changing times for the tourism industry. The COVID-19 pandemic and accompanying negative economic effects significantly impacted customer behavior and accelerated the need for companies to innovate. Business model innovation (BMI) is ideal for overcome these challenges by innovating the very core of the firm. However, siloed BMI thinking is insufficient: firms need a more holistic approach. We expand the current understanding of business model innovation by proposing a framework that integrates relevant dimensions (change impulses and business model configurations), context factors (service newness and degree of change or destination characteristics), and the outcomes of BMI initiatives into a comprehensive model for the tourism industry context. With our work, we want to guide future research and expand the currently unbalanced, heterogeneous picture of BMI in service industries. Journal: The Service Industries Journal Pages: 1-23 Issue: 1-2 Volume: 43 Year: 2023 Month: 01 X-DOI: 10.1080/02642069.2022.2127690 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2127690 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:1-23 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1492562_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Vicente Martínez-Tur Author-X-Name-First: Vicente Author-X-Name-Last: Martínez-Tur Author-Name: Yolanda Estreder Author-X-Name-First: Yolanda Author-X-Name-Last: Estreder Author-Name: Inés Tomás Author-X-Name-First: Inés Author-X-Name-Last: Tomás Author-Name: José Ramos Author-X-Name-First: José Author-X-Name-Last: Ramos Author-Name: Oto Luque Author-X-Name-First: Oto Author-X-Name-Last: Luque Title: Interaction between functional and relational service quality: hierarchy vs. compensation Abstract: The main goal of this research study is to examine the form of interaction between functional and relational service quality in their links to customer satisfaction. Two competing hypotheses were tested: hierarchy and compensation-seeking. According to the hierarchy hypothesis, emotional-relational facets (relational service quality) only become important when core aspects are provided in an efficient manner (functional service quality). By contrast, the compensation-seeking hypothesis proposes that relational service quality helps to compensate for a sub-optimal level of functional service quality. To examine the generalizability of results to different types of service contexts, customers from three independent service settings participated in the research study. Our results confirmed the compensation-seeking hypothesis in the three samples. Accordingly, relational service quality was able to attenuate the reduction in customer satisfaction when functional service quality was sub-optimal. The manuscript concludes with a discussion of findings and ideas for research and practice. Journal: The Service Industries Journal Pages: 85-103 Issue: 1-2 Volume: 43 Year: 2023 Month: 1 X-DOI: 10.1080/02642069.2018.1492562 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1492562 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:85-103 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2041604_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Guadalupe Vila-Vázquez Author-X-Name-First: Guadalupe Author-X-Name-Last: Vila-Vázquez Author-Name: Carmen Castro-Casal Author-X-Name-First: Carmen Author-X-Name-Last: Castro-Casal Author-Name: Adolfo Carballo-Penela Author-X-Name-First: Adolfo Author-X-Name-Last: Carballo-Penela Title: Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors Abstract: This study suggests that employees’ pro-environmental behaviors are determined by their attributions regarding the reasons why hotels engage in corporate socially responsible initiatives. Furthermore, the role of supervisors’ corporate social responsibility (CSR) perceptions in shaping frontline employees’ CSR attributions is studied. Finally, we examine whether the impact of supervisor’s CSR perceptions on employee attributions differs according to the supervisor’s gender. The results showed the influence of substantive CSR attributions on pro-environmental behaviors, as well as the influence of supervisors’ CSR perceptions on employees’ substantive CSR attributions. It is also found that when the supervisor is a woman, the effect of her CSR perceptions on employees’ CSR substantive attributions was stronger. Additionally, women’s CSR perception also significantly influenced employees’ CRS symbolic attributions, although to a lesser extent. These findings have important theoretical and practical implications to promote sustainable economic growth and reduce the environmental impact on the hotel industry. Journal: The Service Industries Journal Pages: 24-42 Issue: 1-2 Volume: 43 Year: 2023 Month: 01 X-DOI: 10.1080/02642069.2022.2041604 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2041604 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:24-42 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1667979_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Jin Qin Author-X-Name-First: Jin Author-X-Name-Last: Qin Author-Name: Fengqin Xu Author-X-Name-First: Fengqin Author-X-Name-Last: Xu Author-Name: Rui Wang Author-X-Name-First: Rui Author-X-Name-Last: Wang Title: Pre-service recovery: impact on customer satisfaction and acceptable waiting time Abstract: Defined as compensation a service provider offers during the customer’s waiting period before a service is delivered, pre-service recovery is becoming popular in the service industry. This paper examines two important issues: (1) how pre-service recovery affects customers’ pre-service waiting satisfaction and acceptable waiting time and (2) which type of pre-service recovery has the greatest impact. A scenario-based survey was administered to measure the impacts of different types of pre-service recovery on customers’ perceptions of justice, satisfaction with the wait for a service, and acceptable waiting time. The results show that pre-service recovery can significantly improve customers’ perceived justice and pre-service waiting satisfaction. Compared to low-level tangible compensation and psychological recovery, high-level tangible compensation results in higher pre-service waiting satisfaction. Interactional justice has the greatest impact on pre-service waiting satisfaction. Moreover, pre-service waiting satisfaction positively affects customers’ acceptable waiting time, implying that pre-service recovery can increase their willingness to wait. Journal: The Service Industries Journal Pages: 64-84 Issue: 1-2 Volume: 43 Year: 2023 Month: 1 X-DOI: 10.1080/02642069.2019.1667979 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1667979 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:64-84 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1779224_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Sohel Ahmed Author-X-Name-First: Sohel Author-X-Name-Last: Ahmed Author-Name: Ding Hooi Ting Author-X-Name-First: Ding Hooi Author-X-Name-Last: Ting Title: Anticipated emotion in planned versus unplanned purchase: scale development and validation Abstract: This study aims to conceptualize and validate an anticipated emotion in the planned versus unplanned purchase (AEPUP) scale. We develop and validate the AEPUP scale using the original construct (as a basis). The procedures of scale development begin with construct definitions and are followed by a three-phase operation: (1) qualitative exploration of relevant dimensions and items, (2) scale development procedure, and (3) establishment of confirmatory factor analysis and nomological validity. The empirical findings show that the new scale (refined from the anticipated emotion concept) has sound psychometric properties and is distinctive. This research contributes to the understanding of anticipated emotion concepts, as well as refines and improves the construct of AEPUP. Customer relationship management can be significantly improved by applying the scale in the formulation and implementation of market segmentation, targeting, and positioning strategy. Journal: The Service Industries Journal Pages: 104-123 Issue: 1-2 Volume: 43 Year: 2023 Month: 1 X-DOI: 10.1080/02642069.2020.1779224 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1779224 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:104-123 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2120982_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20220907T060133 git hash: 85d61bd949 Author-Name: Wael Mohammed Thabet Author-X-Name-First: Wael Mohammed Author-X-Name-Last: Thabet Author-Name: Kamal Badar Author-X-Name-First: Kamal Author-X-Name-Last: Badar Author-Name: Mohammed Aboramadan Author-X-Name-First: Mohammed Author-X-Name-Last: Aboramadan Author-Name: Ahmad Abualigah Author-X-Name-First: Ahmad Author-X-Name-Last: Abualigah Title: Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative Abstract: Drawing on social learning and social information processing theories, this study proposes and tests a model of the association of green-inclusive leadership on pro-environmental behaviors (task-related pro-environmental behavior (PEB) and organizational citizenship for the environment) through climate for green initiative. Using data collected in two waves from 254 employees working in the hospitality industry (restaurants) and utilizing structural equation modeling, our results suggest that green-inclusive leadership is a promising leadership style in encouraging task-related PEB and organizational citizenship for the environment (OCBE). The results also suggest that climate for green initiative is an effective underlying mechanism between the green-inclusive leadership-pro-environmental behaviors linkages. Our model is novel in that the associations proposed and tested were not investigated before. Furthermore, the research is the first of its kind to introduce climate for green initiative in the research of pro-environmental management practices. Discussion, implications and limitations are presented. Journal: The Service Industries Journal Pages: 43-63 Issue: 1-2 Volume: 43 Year: 2023 Month: 01 X-DOI: 10.1080/02642069.2022.2120982 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2120982 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:1-2:p:43-63 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2185934_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Nisreen Ameen Author-X-Name-First: Nisreen Author-X-Name-Last: Ameen Author-Name: Giampaolo Viglia Author-X-Name-First: Giampaolo Author-X-Name-Last: Viglia Author-Name: Levent Altinay Author-X-Name-First: Levent Author-X-Name-Last: Altinay Title: Revolutionizing services with cutting-edge technologies post major exogenous shocks Abstract: In this editorial, we provide a background on how services have been revolutionized with cutting-edge technologies due to the occurrence of major exogenous shocks. In addition, we provide an overview of the papers published in this special issue. Finally, we suggest new areas for future research on revolutionizing services with cutting-edge technologies post major exogenous shocks. We focus on four main themes for future research namely: (1) new technologies and revolutionized services (2) fit-for-purpose technology-enabled services (3) service resilience and flexibility and (4) academic-industry collaboration. Journal: The Service Industries Journal Pages: 125-133 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2023.2185934 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2185934 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:125-133 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2169277_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Kentaro Watanabe Author-X-Name-First: Kentaro Author-X-Name-Last: Watanabe Author-Name: Bach Quang Ho Author-X-Name-First: Bach Quang Author-X-Name-Last: Ho Title: Avatar-mediated service encounters: impacts and research agenda Abstract: Technology has been expanding the service encounter concept. Avatars, including virtual and robotic avatars, have been gaining popularity as an emerging technology to generate more human-like and even enhanced remote interactions in technology-mediated service encounters. However, service researchers have paid lesser attention to human-controlled avatar technologies compared to service robots as autonomous avatars. In response to the emerging business and research interests, the technology-mediated service encounter model needs to be updated by integrating avatar technologies. To address this gap, this study develops a conceptual framework of avatar-mediated service encounters. This concept amalgamates features of traditional technology-mediated service encounters and service robots from the aspects of service flexibility and interaction modality. The applications of avatar technologies are categorized based on two axes – user type and avatar embodiment type – and the impacts and research agenda are outlined for each category. The proposed framework contributes to improving remote service experiences and realizing resilient service workplaces. Journal: The Service Industries Journal Pages: 134-153 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2023.2169277 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2169277 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:134-153 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2048821_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Linxiang Lv Author-X-Name-First: Linxiang Author-X-Name-Last: Lv Author-Name: Minxue Huang Author-X-Name-First: Minxue Author-X-Name-Last: Huang Author-Name: Ruyao Huang Author-X-Name-First: Ruyao Author-X-Name-Last: Huang Title: Anthropomorphize service robots: the role of human nature traits Abstract: Empowered by artificial intelligence (AI), human-like service robots are prevalent, but they may have negative effects. Limited research has studied suitable strategies for anthropomorphizing service robots. In contrast to ordinary nonhuman objects, one of the robots’ most essential features is that they have logic and are rational when they are empowered by AI, yet such rationality may destroy consumers’ perceived identity uniqueness as human beings, eliciting bad outcomes. Therefore, we explore how to anthropomorphize service robots through maintaining consumers’ perceived identity uniqueness. Through four studies, we find that consumers’ attitudes about service robots will improve via a decreased identity threat if service robots are anthropomorphized with external human nature traits (that can be shared by animals) rather than uniquely human traits (that only humans have). In addition, this effect is mitigated by robots’ servant communication style. The results indicate what anthropomorphic type of service robot is suitable for managers. Journal: The Service Industries Journal Pages: 213-237 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2022.2048821 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2048821 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:213-237 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2161528_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Eugene Cheng-Xi Aw Author-X-Name-First: Eugene Cheng-Xi Author-X-Name-Last: Aw Author-Name: Tao Zha Author-X-Name-First: Tao Author-X-Name-Last: Zha Author-Name: Stephanie Hui-Wen Chuah Author-X-Name-First: Stephanie Hui-Wen Author-X-Name-Last: Chuah Title: My new financial companion! non-linear understanding of Robo-advisory service acceptance Abstract: Robo-advisory services are gaining traction and could usher in the next cycle of disruptive change in the financial services industry. Yet, many are reticent to embrace this service innovation for their wealth management. This study probes this phenomenon by examining the interplay among technology characteristics (i.e. performance expectancy, effort expectancy, and perceived security), human-like characteristics (i.e. perceived autonomy, perceived intelligence, and perceived anthropomorphism), and consumer characteristics (i.e. financial literacy and affinity for technology interaction) to explain the acceptance of robo-advisory services. For this purpose, a fuzzy set qualitative comparative analysis and an artificial neural network analysis were performed to uncover the interdependency and complexity of the proposed variables, based on 375 responses collected through a large consumer panel survey in China. The findings revealed the presence of six configurations conducive for high acceptance of robo-advisory services, with perceived anthropomorphism and a combination of perceived effort expectancy and perceived security identified as core conditions. Moreover, according to the artificial neural network analysis, perceived intelligence is the most important determinant of robo-advisory service acceptance. This study challenges the conventional linear and symmetric perspective adopted in prior research. Journal: The Service Industries Journal Pages: 185-212 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2022.2161528 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2161528 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:185-212 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2121961_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Matias Lievonen Author-X-Name-First: Matias Author-X-Name-Last: Lievonen Author-Name: Jana Bowden Author-X-Name-First: Jana Author-X-Name-Last: Bowden Author-Name: Vilma Luoma-aho Author-X-Name-First: Vilma Author-X-Name-Last: Luoma-aho Title: Towards a typology of negative engagement behavior in social media Abstract: Extant literature on consumer engagement has focused on positive manifestations of the construct, rather than on its negative dimension. Yet, many brand interactions are negative in nature. The purpose of this conceptual study is to develop a typology of negative engagement behavior in social media by using the multi-grounded theory (MGT) approach on a sample of 12,429 tweets extracted from Twitter. The analysis shows that negative engagement behavior with a brand or service provider as the object focus or target can be categorized according to (a) the manifestation of the negative engagement and (b) the emotional intensity of the negative engagement. Four categories of negative engagement behavior (NEB) were identified. These include negative review writing, justice-seeking complaining, retaliation acts, and firestorming. The study concludes that an understanding of the different categories of negative engagement in social media is essential if service providers are to effectively address and respond to different forms of consumer sentiment. Journal: The Service Industries Journal Pages: 238-259 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2022.2121961 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2121961 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:238-259 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2178644_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ahmed Tlili Author-X-Name-First: Ahmed Author-X-Name-Last: Tlili Author-Name: Ronghuai Huang Author-X-Name-First: Ronghuai Author-X-Name-Last: Huang Author-Name: Kinshuk Author-X-Name-First: Author-X-Name-Last: Kinshuk Title: Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’? Abstract: Metaverse implementations have started to emerge in various industries with the promise of providing better industrial services and a more sustainable society (Society 5.0). At the same time, various studies have revealed several challenges to the use of metaverse. Motivated by the fragmented literature on the implementation of metaverse in industries, this study presents a systematic literature review of research on this topic. Both content and bibliometric analyses are applied to reveal research trends, impacts and challenges of research on metaverse in the industry. The findings have revealed that metaverse adoption in industries is still in its infancy, with most research adopted in education and health industries. Additionally, there is unequal geographical distribution of research on metaverse in industries, calling for more international collaboration in this regard to facilitate metaverse adoption worldwide. The findings have also revealed several concerns that researchers and practitioners should keep in mind while implementing metaverse in industries. Journal: The Service Industries Journal Pages: 260-287 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2023.2178644 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2178644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:260-287 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2163995_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Santiago Forgas-Coll Author-X-Name-First: Santiago Author-X-Name-Last: Forgas-Coll Author-Name: Ruben Huertas-Garcia Author-X-Name-First: Ruben Author-X-Name-Last: Huertas-Garcia Author-Name: Antonio Andriella Author-X-Name-First: Antonio Author-X-Name-Last: Andriella Author-Name: Guillem Alenyà Author-X-Name-First: Guillem Author-X-Name-Last: Alenyà Title: Social robot-delivered customer-facing services: an assessment of the experience Abstract: The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing service delivery, and the constructs of the technology readiness index and stated gender were analysed as possible moderators in a quasi-experiment. Hedonic quality was the most relevant factor explaining attitude, and attitude explained intention to use as well as social influence. As for the constructs of technological readiness and gender, optimism and innovativeness seem to be the most likely candidates for moderating the other variables. The most optimistic and the most innovative route would be for the main actors to continue adapting to social robot technology in the future. Journal: The Service Industries Journal Pages: 154-184 Issue: 3-4 Volume: 43 Year: 2023 Month: 03 X-DOI: 10.1080/02642069.2022.2163995 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2163995 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:3-4:p:154-184 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1537369_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Chun-Ming Chang Author-X-Name-First: Chun-Ming Author-X-Name-Last: Chang Title: Determinants of customer loyalty in online group-buying: the self-regulation mechanism Abstract: Based on self-regulation mechanism, this study integrates the perspectives of expectation–confirmation model, fairness, service quality, and commitment to develop a theoretical model to examine the antecedents of customer loyalty in online group-buying. Data collected from 191 customers of Groupon were used to test the proposed model. The results show that affective commitment and satisfaction are the key predictors of customer loyalty, while calculative commitment exerts a significant effect on affective commitment. The results also reveal that satisfaction have a positive effect on calculative commitment and affective commitment, whereas confirmation of procedural fairness and confirmation of price fairness affect satisfaction significantly. On the other hand, the results show that environment quality and outcome quality influence confirmation of procedural fairness significantly. Finally, outcome quality exerts a positive effect on confirmation of price fairness. The implications for theory and practice and suggestions for future research are also discussed. Journal: The Service Industries Journal Pages: 400-421 Issue: 5-6 Volume: 43 Year: 2023 Month: 4 X-DOI: 10.1080/02642069.2018.1537369 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1537369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:400-421 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2147514_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Elham Anasori Author-X-Name-First: Elham Author-X-Name-Last: Anasori Author-Name: Glauco De Vita Author-X-Name-First: Glauco Author-X-Name-Last: De Vita Author-Name: Kemal Gürkan Küçükergin Author-X-Name-First: Kemal Author-X-Name-Last: Gürkan Küçükergin Title: Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience Abstract: This study tests a model exploring the direct effect of workplace bullying on employee creativity and performance using psychological distress as the mediator and psychological resilience as the moderator based on the JD-R theory. PLS-SEM was applied to analyze data collected from both employees and supervisors of 4 – and 5-star hotels. The main findings reveal that workplace bullying affects employee creativity negatively, and psychological distress positively. While psychological distress has a negative effect on employee creativity, the latter exerts a significantly positive effect on job performance. Resilience moderates the relationships between workplace bullying and employee creativity, and psychological distress and employee creativity. This study makes a significant, original contribution to the hospitality literature as it is the first to investigate the moderator role of psychological resilience on employee creativity and performance in reaction to bullying behavior. Journal: The Service Industries Journal Pages: 336-357 Issue: 5-6 Volume: 43 Year: 2023 Month: 04 X-DOI: 10.1080/02642069.2022.2147514 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2147514 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:336-357 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1731476_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ioana Alexandra Horodnic Author-X-Name-First: Ioana Alexandra Author-X-Name-Last: Horodnic Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Adriana Manolică Author-X-Name-First: Adriana Author-X-Name-Last: Manolică Author-Name: Cristina Teodora Roman Author-X-Name-First: Cristina Teodora Author-X-Name-Last: Roman Author-Name: Gabriela Boldureanu Author-X-Name-First: Gabriela Author-X-Name-Last: Boldureanu Title: Employer perspectives on undeclared work in the service sector: impacts and policy responses Abstract: The aim of this paper is to evaluate the impact on service sector businesses of competitors’ undeclared work practices and the policy measures service enterprises perceive as most effective in tackling such noncompliant behaviour. The results of a survey with 1,130 service sector businesses reveals that illegal competition is the most common major obstacle for their activity and more than a half are severely affected by competitors undertaking undeclared work. However, the proportion of businesses perceiving competitors undertaking undeclared work as a major obstacle varies across different service industries, as do the policy measures that businesses view as required to tackle undeclared work. The paper concludes by discussing the policy implications and calling for a shift from the dominant deterrence approach aimed at eradicating undeclared work to measures aimed at supporting the transition to declared work. Journal: The Service Industries Journal Pages: 358-377 Issue: 5-6 Volume: 43 Year: 2023 Month: 4 X-DOI: 10.1080/02642069.2020.1731476 File-URL: http://hdl.handle.net/10.1080/02642069.2020.1731476 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:358-377 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1515204_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Nitipon Tansakul Author-X-Name-First: Nitipon Author-X-Name-Last: Tansakul Author-Name: Suthathip Suanmali Author-X-Name-First: Suthathip Author-X-Name-Last: Suanmali Author-Name: Kunio Shirahada Author-X-Name-First: Kunio Author-X-Name-Last: Shirahada Title: Conceptualizing a transformative supply chain for ecosystem well-being Abstract: The purpose of this study is to integrate the transformative service research (TSR) concept into a supply chain management (SCM) concept called a transformative supply chain (TSC) to transform the focus point of SCM from profitability to sustainability and ensure the well-being of an ecosystem. The study focuses on the components and interactions of each entity of a supply chain and explores how to transform conventional supply chains into TSCs by using a transformative service platform. An in-depth interview was conducted with a high-level manager at the Royal Project Foundation in Thailand to validate the TSC concept with reference to a real business situation. The results demonstrate that TSC requires collaboration and resource integration among the various stakeholders of an ecosystem. The TSC framework can serve as a guideline for both academic research and practical applications for constructing a supply chain that prioritizes the well-being of humans and nature over profit. The process, key considerations, and principles of TSC form the key contribution of this study. Journal: The Service Industries Journal Pages: 378-399 Issue: 5-6 Volume: 43 Year: 2023 Month: 4 X-DOI: 10.1080/02642069.2018.1515204 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1515204 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:378-399 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2149740_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Sally Rao Hill Author-X-Name-First: Sally Author-X-Name-Last: Rao Hill Author-Name: Bora Qesja Author-X-Name-First: Bora Author-X-Name-Last: Qesja Title: Social media influencer popularity and authenticity perception in the travel industry Abstract: Influencer marketing on social media plays an increasingly vital role in the overall marketing strategies for travel products. Previous research suggests that while traditional celebrities create value through exclusiveness, Social Media Influencers (SMIs) establish their value through authenticity and connectedness. However, exactly how they convey their authenticity is not well researched. Drawing on signalling theory, this study investigates the effect of SMI popularity (using the size of the following as a proxy) on consumers’ purchase intention as an outcome of authenticity perception, considering the moderating role of SMI’s perceived motive. A between-subjects design was employed, with participants (n = 236) randomly assigned to one of the two experimental conditions. Data were analysed using ANOVA and PROCESS Macro. Findings from our study suggest that consumers see micro SMI endorsers as more truthful, genuine, and authentic, which leads to greater intention to purchase the travel product. The effect of SMI popularity on authenticity perception is stronger for those who believe that SMIs are generally self-serving when they endorse products. This research has important ramifications for managers in the selection of SMI endorsers of their travel products. It also has implications for influencers who endorse products on social media. Journal: The Service Industries Journal Pages: 289-311 Issue: 5-6 Volume: 43 Year: 2023 Month: 04 X-DOI: 10.1080/02642069.2022.2149740 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2149740 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:289-311 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2164274_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Author-Name: Khalid Dahleez Author-X-Name-First: Khalid Author-X-Name-Last: Dahleez Author-Name: Tahani Jaffal Author-X-Name-First: Tahani Author-X-Name-Last: Jaffal Author-Name: Mohammed Aboramadan Author-X-Name-First: Mohammed Author-X-Name-Last: Aboramadan Title: Test of a sequential mediation model of green management innovation Abstract: Drawing from servant leadership, organizational support, and conservation of resources theories, our paper tests a sequential model of green management innovation (GMI). Specifically, our paper assesses: (a) the effect of green servant leadership (GSL) on GMI; (b) perceived organizational support for the environment (OSE) as a mediator between GSL and GMI; (c) green knowledge sharing as a mediator of the link between GSL and GMI; and (d) perceived OSE and green knowledge sharing as the sequential mediators linking GSL to GMI. Data were collected in different service settings. The results from structural equation modeling reveal that perceived OSE and green knowledge sharing serially and completely mediate the effect of GSL on GMI. In an environment where there are GSL practices, employees have favorable perceptions of OSE and display green knowledge sharing behaviors to boost GMI. The authors discuss the aforesaid findings and offer implications for managers and future research. Journal: The Service Industries Journal Pages: 312-335 Issue: 5-6 Volume: 43 Year: 2023 Month: 04 X-DOI: 10.1080/02642069.2022.2164274 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2164274 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:5-6:p:312-335 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2146098_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Faizan Ali Author-X-Name-First: Faizan Author-X-Name-Last: Ali Author-Name: Gozde Turktarhan Author-X-Name-First: Gozde Author-X-Name-Last: Turktarhan Author-Name: Xianglan Chen Author-X-Name-First: Xianglan Author-X-Name-Last: Chen Author-Name: Murad Ali Author-X-Name-First: Murad Author-X-Name-Last: Ali Title: Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques Abstract: This study uses a multi-method approach to examine antecedents of destination advocacy. Data were collected from 549 respondents via Amazon MTurk. A symmetrical analysis based on partial least squares-structural equation modeling (PLS-SEM) and asymmetrical analysis based on fuzzy-set qualitative comparative analysis explore how combinations of various antecedents, including hospitality, perceived authenticity, destination experience quality, and destination love lead to high and low levels of destination advocacy. Findings indicate that hospitality and authenticity significantly impact destination experience quality. Moreover, destination experience quality and destination love have a significant impact on destination advocacy. Finally, fuzzy-set Qualitative Comparative Analysis (fsQCA) results reveal that a high level of hospitality and destination quality leads to destination advocacy. Journal: The Service Industries Journal Pages: 475-496 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2022.2146098 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2146098 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:475-496 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2075350_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ebru Tumer Kabadayi Author-X-Name-First: Ebru Tumer Author-X-Name-Last: Kabadayi Author-Name: Nilsah Cavdar Aksoy Author-X-Name-First: Nilsah Cavdar Author-X-Name-Last: Aksoy Author-Name: Pinar Baydogan Turkay Author-X-Name-First: Pinar Baydogan Author-X-Name-Last: Turkay Title: How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective Abstract: The customer engagement value plays a vital role in the service industry. This study aims to explain how the customer engagement value occurs through restaurants using the stimulus-organism-response approach (S-O-R), based on environment-related dimensions (i.e. physical environment), brand-related feelings (i.e. love), and customer experience. 685 respondents were surveyed online, and data were analysed through structural equation modeling. The research findings show that physical environment positively affects brand love, brand love positively affects customer engagement value dimensions and also mediates the relationships between physical environment and customer engagement value, and customer experience moderates the relationship between physical environment and brand love. Restaurants can utilize our results to gain customer engagement value by creating love toward their brands through the physical environment; moreover, future research can further develop the customer engagement value theory and approach in light of our results. Journal: The Service Industries Journal Pages: 497-524 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2022.2075350 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2075350 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:497-524 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2172165_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Muhammad Waheed Akhtar Author-X-Name-First: Muhammad Waheed Author-X-Name-Last: Akhtar Author-Name: Thomas Garavan Author-X-Name-First: Thomas Author-X-Name-Last: Garavan Author-Name: Muzhar Javed Author-X-Name-First: Muzhar Author-X-Name-Last: Javed Author-Name: Chunhui Huo Author-X-Name-First: Chunhui Author-X-Name-Last: Huo Author-Name: Muhammad Junaid Author-X-Name-First: Muhammad Author-X-Name-Last: Junaid Author-Name: Khalid Hussain Author-X-Name-First: Khalid Author-X-Name-Last: Hussain Title: Responsible leadership, organizational ethical culture, strategic posture, and green innovation Abstract: Leaders in service organizations are increasingly challenged to demonstrate leadership underpinned with a strong sense of responsibility. To date, a few studies have empirically investigated the influence of responsible leadership on organizational outcomes such as innovation. Drawing on signaling theory, this study reports the findings of the relationship between RL and green innovation in service firms through the mediating role of organizational ethical culture. We also test the moderating effect of strategic posture on this relationship. Using a three-wave research design and data collected from employees (n = 168) in hospitality organizations, we found that RL positively influences green innovation. We found support for the mediating effect of organizational ethical culture and the moderating role of strategic posture on the direct effect of responsible leadership on green innovation such that this direct effect is stronger where there is a progressive strategic posture. We highlight both the theoretical and practical implications of our findings. Journal: The Service Industries Journal Pages: 454-474 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2023.2172165 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2172165 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:454-474 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2062328_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ali E. Akgün Author-X-Name-First: Ali E. Author-X-Name-Last: Akgün Author-Name: Halit Keskin Author-X-Name-First: Halit Author-X-Name-Last: Keskin Author-Name: Zeynep Aksoy Author-X-Name-First: Zeynep Author-X-Name-Last: Aksoy Author-Name: Selahaddin Samil Fidan Author-X-Name-First: Selahaddin Author-X-Name-Last: Samil Fidan Author-Name: Suleyman Yigital Author-X-Name-First: Suleyman Author-X-Name-Last: Yigital Title: The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency Abstract: Error management culture (EMC) has received a significant interest in the service management literature. However, there remains a lack of studies investigating the underlying mechanisms (mediating variables) where EMC affects service innovation within the boundary condition of its moderating variables. This study investigates how EMC influences service innovation through organizational learning capability (OLC) and organizational resilience mechanisms. In addition, this study empirically examines the moderating role of error frequency on the relationship between EMC and OLC and organizational resilience. By investigating 300 service firms, this study empirically reveals that (a) EMC positively relates to OLC and organizational resilience; (b) OLC positively relates to organizational resilience; and (c) OLC plays a mediating role in the relationship between EMC and service innovation. This study also demonstrates that error frequency weakens the relationship between EMC and OLC in service firms. Journal: The Service Industries Journal Pages: 525-554 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2022.2062328 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2062328 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:525-554 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2197222_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Makarand Mody Author-X-Name-First: Makarand Author-X-Name-Last: Mody Title: Hospitality as the bridge: advancing transformative service research towards human flourishing Abstract: As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society. Journal: The Service Industries Journal Pages: 423-453 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2023.2197222 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2197222 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:423-453 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2012163_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Jianfeng Ma Author-X-Name-First: Jianfeng Author-X-Name-Last: Ma Author-Name: Hongwei Tu Author-X-Name-First: Hongwei Author-X-Name-Last: Tu Author-Name: Xing Zhou Author-X-Name-First: Xing Author-X-Name-Last: Zhou Author-Name: Wanjie Niu Author-X-Name-First: Wanjie Author-X-Name-Last: Niu Title: Can brand anthropomorphism trigger emotional brand attachment? Abstract: Although brand anthropomorphism has received considerable attentions, research on the relationship between brand anthropomorphism and emotional brand attachment is limited. In hospitality industry context, we conducted three experiments to examine the influence of brand anthropomorphism on emotional brand attachment. It was found that anthropomorphic brand significantly enhances emotional brand attachment. We also demonstrated that the reason why consumers exposed to anthropomorphic brand display greater emotional brand attachment is that their positive affect is activated. Regarding the boundary conditions, we shed lights on social exclusion and brand nostalgia. Consumers who experienced social exclusion reported more positive effect and emotional brand attachment when they were exposed to anthropomorphic brand versus non-anthropomorphic brand. In addition, we found significant moderating effects of brand nostalgia. We observed that the relationships between brand anthropomorphism and positive affect and brand anthropomorphism and emotional brand attachment are stronger for consumers with feelings of brand nostalgia than those not. Journal: The Service Industries Journal Pages: 555-578 Issue: 7-8 Volume: 43 Year: 2023 Month: 06 X-DOI: 10.1080/02642069.2021.2012163 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2012163 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:7-8:p:555-578 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2169279_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Mert Gürlek Author-X-Name-First: Mert Author-X-Name-Last: Gürlek Author-Name: Mehmet Ali Koseoglu Author-X-Name-First: Mehmet Ali Author-X-Name-Last: Koseoglu Title: Mapping knowledge management research in hospitality: a bibliometric analysis Abstract: The purpose of this study is to map knowledge management (KM) research in the field of hospitality and to develop an agenda for future research. This research has adopted a two-stage methodological approach that includes bibliometric analysis and systematic literature review. First, a bibliometric analysis was performed, which included citation and co-citation analyses, and then a systematic literature review was conducted. The findings revealed that KM research has not made sufficient progress and that there are still many research gaps. Finally, potential research questions have been developed for future research. Considering that the use of KM in the context of hospitality has become increasingly important in recent years, this paper is expected to contribute to the literature and practitioners. Journal: The Service Industries Journal Pages: 676-726 Issue: 9-10 Volume: 43 Year: 2023 Month: 07 X-DOI: 10.1080/02642069.2023.2169279 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2169279 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:676-726 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2202912_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Duc Hoang Author-X-Name-First: Duc Author-X-Name-Last: Hoang Author-Name: Sofia Kousi Author-X-Name-First: Sofia Author-X-Name-Last: Kousi Author-Name: Luis F. Martinez Author-X-Name-First: Luis F. Author-X-Name-Last: Martinez Author-Name: Satish Kumar Author-X-Name-First: Satish Author-X-Name-Last: Kumar Title: Revisiting a model of customer engagement cycle: a systematic review Abstract: The purpose of this paper is to consolidate published research on customer engagement (CE), and building on that, to further develop a set of integrated CE elements that fit the online context, based on Sashi’s [Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272]. CE cycle model. Thus, we develop a systematic alignment of CE concepts and propose additional themes – including Experience, Organizational and Environmental Context, Customer Participation, Employee Participation, and Trust – and solidify the model with theoretical propositions for each theme. This paper’s originality comes from being the pioneer study to systematically examine each CE activity through the lens of an online-dominant context, while contributing to the CE literature. Recommendations for future research are provided for researchers of the CE field, calling for deeper investigation of existing theory, more attention to the areas in which e-commerce is developing rapidly, and additional prospective propositions for the CE cycle model to adapt to a post-pandemic world. Journal: The Service Industries Journal Pages: 579-617 Issue: 9-10 Volume: 43 Year: 2023 Month: 07 X-DOI: 10.1080/02642069.2023.2202912 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2202912 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:579-617 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2169278_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Rehan Ahmad Author-X-Name-First: Rehan Author-X-Name-Last: Ahmad Author-Name: Muhammad Ishtiaq Ishaq Author-X-Name-First: Muhammad Ishtiaq Author-X-Name-Last: Ishaq Title: Envy: definitions, approaches and implications Abstract: While envy is a complex emotion to date, voluminous work has been done on the subject; however, no study has been conducted to resolve the debate on key envy-related concepts such as its definition, approaches and dimensions. Having its roots back in 1712, the explorations about envy have radically increased, especially in the twenty-first century, resulting in myriad theoretical and empirical developments. This paper takes this initiative by reviewing 76 systematically selected articles published in the services context in 41 journals to summarize the evolution of envy while addressing key research questions (what is envy, its nature, antecedents, and outcomes). Based on the review, this study tries to resolve the debate regarding two key elements of envy: its definition and approaches, i.e. unitary and dual. Following the unitary approach, we reported the most practical definition of envy and found that the view of self generates positive outcomes, and the view of others generates negative outcomes of envy. Journal: The Service Industries Journal Pages: 727-763 Issue: 9-10 Volume: 43 Year: 2023 Month: 07 X-DOI: 10.1080/02642069.2023.2169278 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2169278 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:727-763 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2166493_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ashish Viswanath Prakash Author-X-Name-First: Ashish Viswanath Author-X-Name-Last: Prakash Author-Name: Arun Joshi Author-X-Name-First: Arun Author-X-Name-Last: Joshi Author-Name: Shubhi Nim Author-X-Name-First: Shubhi Author-X-Name-Last: Nim Author-Name: Saini Das Author-X-Name-First: Saini Author-X-Name-Last: Das Title: Determinants and consequences of trust in AI-based customer service chatbots Abstract: According to industry reports, artificial intelligence-based chatbots could transform online customer service. Though businesses are increasingly implementing chatbots to automate customer service, the lack of consumer trust and acceptance continues to cause worry. Although trust is critical to acceptance, research on the drivers and consequences of trust in AI-based chatbots is limited. Hence a study was conducted to identify the antecedents of consumers’ trust in text-based customer service chatbots and examine the influence of trust on behavioral intentions. The data collected from 221 users was analyzed using the structural equations modeling method. Results reveal that conversational cues influence the perceived functional and social attributes of the chatbot, and these, along with personal disposition to trust technology, further influence trust formation. Finally, trust determines behavioral intentions. Incidentally, privacy risk turned out to be a non-significant predictor of trust. The study provides measures to improve trust and suggests directions for future research. Journal: The Service Industries Journal Pages: 642-675 Issue: 9-10 Volume: 43 Year: 2023 Month: 07 X-DOI: 10.1080/02642069.2023.2166493 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2166493 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:642-675 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1460360_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: You-De Dai Author-X-Name-First: You-De Author-X-Name-Last: Dai Author-Name: Ying-Chan Liu Author-X-Name-First: Ying-Chan Author-X-Name-Last: Liu Author-Name: Wen-Long Zhuang Author-X-Name-First: Wen-Long Author-X-Name-Last: Zhuang Author-Name: Ching-Hua Wang Author-X-Name-First: Ching-Hua Author-X-Name-Last: Wang Title: Using social exchange perspective to explain customer voluntary performance behavior Abstract: This study examines the relationship between relationship quality (customer satisfaction, trust, and commitment) and customer voluntary performance behaviors (CVPB) (loyalty, cooperation, and participation) in the context of hotel service. A total of 1000 questionnaires were distributed to the lodging guests who stayed in hotels, yielding 508 valid responses. The study finds customer commitment is superordinate to satisfaction and trust for CVPB, thus providing insight into how hotel practitioners generate customer commitment and motivate lodging guests to display voluntary behaviors. The empirical findings both complement and extend previous research on hotel management. First, results of the study highlight the role of satisfaction on trust and commitment. Second, this study indicates that customer commitment plays a more important role than customer satisfaction and trust in predicting customers’ willingness for displaying overall CVPB (i.e. loyalty, cooperation, and participation). Journal: The Service Industries Journal Pages: 764-784 Issue: 9-10 Volume: 43 Year: 2023 Month: 7 X-DOI: 10.1080/02642069.2018.1460360 File-URL: http://hdl.handle.net/10.1080/02642069.2018.1460360 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:764-784 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2197644_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Mohammad Sadegh Eshaghi Author-X-Name-First: Mohammad Sadegh Author-X-Name-Last: Eshaghi Author-Name: Mona Afshardoost Author-X-Name-First: Mona Author-X-Name-Last: Afshardoost Author-Name: Jana Lay-Hwa Bowden Author-X-Name-First: Jana Lay-Hwa Author-X-Name-Last: Bowden Title: Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda Abstract: Consumer well-being (CWB) is an important multifaceted concept which contributes directly to consumers’ need satisfaction at the material, emotional, social, and physical levels. Despite interest in the concept, contemporary research on CWB is limited in agreement over its definition, measurement and characterisation leaving The term ambiguous, abstract, and with no universally agreed upon conceptualisation. We seek to provide a concise review of current research on the concept of CWB. Our review comprises 265 peer-review articles drawn from scholarly databases, which have been analysed according to a range of theoretical and methodological foci. An in-depth systematic literature review approach was followed. With regard to CWB foci, the review illustrates that CWB research has focused on individual consumer entities with a self-beneficiary foci. Secondly, the review identifies four CWB themes, namely wellbeing, well doing, well having and well becoming. Although, scholars refer to all of these as CWB, they vary in their theoretical conceptualisation, operationalisation and reference to temporal states. Thirdly, the review identifies two mega themes within CWB research namely definition centrality and problem centrality. A framework for CWB is subsequently proposed according to context-based versus object-based modelling. The review concludes by presenting a researcher guideline for CWB and an agenda for future research. Journal: The Service Industries Journal Pages: 618-641 Issue: 9-10 Volume: 43 Year: 2023 Month: 07 X-DOI: 10.1080/02642069.2023.2197644 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2197644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:9-10:p:618-641 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2008913_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Chin-Lung Hsu Author-X-Name-First: Chin-Lung Author-X-Name-Last: Hsu Author-Name: Judy Chuan-Chuan Lin Author-X-Name-First: Judy Chuan-Chuan Author-X-Name-Last: Lin Title: Factors affecting customers’ intention to voice shopping over smart speaker從智慧音箱品質、互補性與隱私風險探討影響智慧音箱使用者語音購物因素 Abstract: AI-enabled applications such as smart speakers (e.g. Amazon’s Alexa and Google’s Nest Audio) have been widely accepted in the home and workplace. In addition to their native functionality, such devices allow for integration of and access to third party services such as music streaming, internet of things applications and e-commerce. This study seeks to better explain factors that increase device usage ‘stickiness’, particularly that of the voice shopping function in terms of information system quality, perceived complementarity, perceived value and privacy risk. This study uses survey data from 291 smart speaker users to empirically model the effect of such factors on device stickiness and intention to purchase products/services via smart speakers. Overall, the results reveal that voice recognition quality, utilitarian and hedonic value, and perceived privacy risk explain about 71% of smart speaker stickiness which then determines 58% of voice shopping intention. Journal: The Service Industries Journal Pages: 785-805 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2021.2008913 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2008913 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:785-805 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1969366_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: S. M. A. Moin Author-X-Name-First: S. M. A. Author-X-Name-Last: Moin Author-Name: James Devlin Author-X-Name-First: James Author-X-Name-Last: Devlin Author-Name: Sally McKechnie Author-X-Name-First: Sally Author-X-Name-Last: McKechnie Title: Introducing a composite measure of trust in financial services Abstract: Existing trust scales generally measure aspects of trustworthiness and not trust per se. Trust is a broader concept encompassing attributes of the trustee, trustor and the situation/context. The purpose of this study is to develop a composite measurement scale for trust in financial services that incorporates elements of these three facets of trust. The study draws on interdisciplinary theories and adopts a broadly quantitative approach to develop, test and validate a five-dimensional scale for measuring trust in financial services. The trust scale for financial services developed through this study has five dimensions (5Cs): character-competence, congruence, communication, commitment and context. The scale provides a holistic conceptualisation of trust and displays solid psychometric properties. A comprehensive interdisciplinary trust scale for financial services, with strong reliability and validity, holds important managerial implications, its ability to capture the attributes of the trustee, trustor and financial system attesting to its suitability as a diagnostic tool to measure trust more robustly. Our trust scale has significant practical implications, offering useful insights for policymakers, commercial organisations and other stakeholders. This is the first trust scale for financial services that captures the attributes of trustee, trustor and context, reconcilling tensions between the conceptualisation and operationalisation of trust. Journal: The Service Industries Journal Pages: 896-922 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2021.1969366 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1969366 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:896-922 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2199990_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Shilpi Saxena Author-X-Name-First: Shilpi Author-X-Name-Last: Saxena Author-Name: Anupama Prashar Author-X-Name-First: Anupama Author-X-Name-Last: Prashar Title: How satisfactory are empathetic care and robotic assistance in telemedicine services? Abstract: Telemedicine healthcare and assistive robotic technologies are gaining popularity as support systems for traditional healthcare practices. However, there are concerns regarding the use of these digital services due to their lack of empathy and intimacy. This paper investigates the impact of physicians’ empathetic care and telepresence robot assistance on patients’ intimate experience and satisfaction. We employ a multi-method design to achieve our research objective. The first study utilizes a 2 (digital empathetic care: high vs. low) × 2 (telepresence robot assistance: present vs. absent) × 2 (severity of illness: high vs. low) between-subject experimental design involving 287 participants who have used robotic assistance and telemedicine services. The findings from this study confirm that the telepresence robotic assistance and empathetic care by physicians positively impact intimate experience and patient satisfaction significantly more for patients with low severity of illness, thus confirming the significant moderated-moderated mediation effect. The second study employs field data (n = 4629 reviews) to further validate the telepresence robots’ usability in establishing intimate patient experiences in digital settings. The study recommends to healthcare practitioners that empathetic care and robotic assistance are essential factors for building intimate experience and patient satisfaction in telehealthcare services. Journal: The Service Industries Journal Pages: 827-853 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2023.2199990 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2199990 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:827-853 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2208522_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Bo Huang Author-X-Name-First: Bo Author-X-Name-Last: Huang Author-Name: Sylvain Sénécal Author-X-Name-First: Sylvain Author-X-Name-Last: Sénécal Title: How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure Abstract: Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures involving exclusively voice interactions. Drawing from the Computers As Social Actors (CASA) research paradigm and the Stereotype Content Model, this research explores how warmth can mitigate the negative consequences of service failure involving voice assistants. In two experiments using both physiological (EDA) and psychological measures, we show that the perception of warmth improves consumers’ emotional reactions and increases re-patronage intention following a negative service outcome. We also found that the optimal voice to be used for a voice assistant is a dynamic speech style combined with emotionally expressive and warm verbal content. These findings contribute to the knowledge of voice-based smart service interaction and provide insight into how to mitigate the negative consequences of service failure involving voice assistants. Journal: The Service Industries Journal Pages: 806-826 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2023.2208522 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2208522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:806-826 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2185231_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Shuaikang Hao Author-X-Name-First: Shuaikang Author-X-Name-Last: Hao Author-Name: Ling Huang Author-X-Name-First: Ling Author-X-Name-Last: Huang Title: How the time-scarcity feature of live-streaming e-commerce affects impulsive buying直播电商的时间性稀缺特征如何影响冲动购买 Abstract: Live-streaming e-commerce(LSE) features limited-time resources and usually only lasts for a few hours. Drawing on psychological reactance theory, this study investigates the effects of time scarcity on consumers’ impulsive buying behavior by identifying perceived urgency as the underlying mechanism and examining the moderating role of product types. We conducted two scenario-based experiments to test the research framework. The results demonstrate that time scarcity increases impulsive buying and perceived urgency. Furthermore, the effect of time scarcity on perceived urgency depends on product types, but the effect of time scarcity on impulsive buying is independent of product types. In addition, perceived urgency mediates the effect of time scarcity on impulsive buying of utilitarian products. Our findings provide anchors with evidence on how to leverage the time scarcity feature of LSE to stimulate impulsive buying. Journal: The Service Industries Journal Pages: 875-895 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2023.2185231 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2185231 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:875-895 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2189242_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Ioana Alexandra Horodnic Author-X-Name-First: Ioana Alexandra Author-X-Name-Last: Horodnic Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Andreea Apetrei Author-X-Name-First: Andreea Author-X-Name-Last: Apetrei Author-Name: Mara Mațcu Author-X-Name-First: Mara Author-X-Name-Last: Mațcu Author-Name: Adrian V. Horodnic Author-X-Name-First: Adrian V. Author-X-Name-Last: Horodnic Title: Services purchase from the informal economy using digital platforms Abstract: This paper evaluates the extent to which digital platforms are used to purchase services from the informal economy and how this can be tackled. Reporting data from a 2021 survey involving 1209 consumers in Romania, 33% had purchased services from the informal economy and 36% of these purchases had been bought via digital platforms. To explain and tackle this, a logistic regression analysis reveals that informal purchases decrease significantly when both the level of horizontal trust as well as the level of sanctions and risk of detection increase. These results support the use of the holistic approach for tackling informal economy, advocated by the European Platform Tackling Undeclared Work of the European Commission, to achieve progress on the United Nations Sustainable Development Goal (SDG) Indicator 8.3.1 (Proportion of informal employment in non-agriculture employment, by sex). Journal: The Service Industries Journal Pages: 854-874 Issue: 11-12 Volume: 43 Year: 2023 Month: 09 X-DOI: 10.1080/02642069.2023.2189242 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2189242 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:11-12:p:854-874 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1606905_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Elisa Granha Lira Author-X-Name-First: Elisa Granha Author-X-Name-Last: Lira Author-Name: Noel Torres Júnior Author-X-Name-First: Noel Author-X-Name-Last: Torres Júnior Author-Name: Ricardo Augusto Oliveira Santos Author-X-Name-First: Ricardo Augusto Oliveira Author-X-Name-Last: Santos Title: A classification scheme for productivity management in e-commerce services Abstract: This paper investigates service classification schemes in order to understand how to increase productivity in services. A useful model for this purpose is the one proposed by Schmenner in 2004. However, this model is limited to traditional services, and it does not consider the unique characteristics of e-commerce business, which create new trends in productivity management. Accordingly, we conduct a Systematic Literature Review (SLR) to develop a classification scheme, which would be suitable for e-commerce services. Based on this research, a multidimensional model is proposed splitting the Schmenner’s ‘degree of variation’ dimension into two axes: degree of interaction with customers and degree of customisation for customers. In addition to these theoretical contributions to Schmenner’s matrix, the SLR complements the previous reviews presented by authors such as Cook, D. P., Goh, C., & Chung, C. H. (1999. Service typologies : A state of the art survey. Production and Operations Management, 8(3), 318–338) and Van der Valk, W., & Axelsson, B. (2015. Towards a managerially useful approach to classifying services. Journal of Purchasing and Supply Management, 21(2), 113–124). The value of this paper to managers is the recognition of differences in productivity management between these two types of services: managers can overcome the traditional trade-off cost versus customisation and explore e-commerce to increase their profits while increasing customisation for their customers. Moreover, the model proposed in this paper can be used to assist organisations in strategic planning and service portfolio management. Journal: The Service Industries Journal Pages: 1010-1033 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2019.1606905 File-URL: http://hdl.handle.net/10.1080/02642069.2019.1606905 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:1010-1033 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1972976_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Yongju Kwon Author-X-Name-First: Yongju Author-X-Name-Last: Kwon Author-Name: Youjae Yi Author-X-Name-First: Youjae Author-X-Name-Last: Yi Title: When perspective-taking fails to inhibit customer aggression toward service employees Abstract: The current research proposed boundary conditions for the inhibiting effect of perspective-taking on customer aggression toward service employees. In Study 1, we recruited participants (N = 241) from Prolific and conducted an online survey. The results showed that the inhibiting role of perspective-taking appeared among people with low perceived economic mobility (PEM) but disappeared among those with high PEM. In Study 2, we recruited people (N = 241) from MTurk and tested whether self-other referent priming influences the aforementioned effect by conducting an online experiment randomly assigning participants to either a self- or other-referent priming condition. The results revealed that perspective-taking inhibited customer aggression more among people with low (vs. high) PEM in the self-referent priming condition, but in the other-referent priming condition, the inhibiting effect appeared more among people with high (vs. low) PEM. The current research provides practical implications to help service firms to inhibit customer aggression. Journal: The Service Industries Journal Pages: 1034-1054 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2021.1972976 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1972976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:1034-1054 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1921153_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Zhenpeng Yu Author-X-Name-First: Zhenpeng Author-X-Name-Last: Yu Author-Name: Hui Zeng Author-X-Name-First: Hui Author-X-Name-Last: Zeng Author-Name: Liaogang Hao Author-X-Name-First: Liaogang Author-X-Name-Last: Hao Title: The easier you get it, the less you cherish it? Research on the influence of coupon issuing methods on consumers from the perspective of psychological ownership Abstract: Based on the perspective of psychological ownership, this research explores how to issue coupons makes consumers value and use the coupons through four studies. Study 1 and study 2 show that participatory promotions lead to higher psychological ownership, expected regret and consumer willingness to use coupons than general promotions. Study 3 shows that, among participatory promotions, non-anonymous (vs. anonymous) participatory promotions are associated with more willingness to use coupons due to the mediation path effect of psychological ownership. Meanwhile, studies 1–3 show that, when coupons are scarce, the method of issuing coupons based on consumers’ willingness to use them has no effect. This may be because the scarcity of the coupons increases their value, and thus the intention to use them is unaffected by the method of issuance. Finally, we conduct study 4 to measure real behaviors to provide ecological validity. The results show that the actual number of coupons used decreases from high to low in the order of non-anonymous participatory promotions, anonymous participatory promotions and general promotions, which is consistent with our conclusions of studies 1-3. Our conclusions provide theoretical and managerial implications in the context of the increasing popularity of mobile internet and intelligent terminals. Journal: The Service Industries Journal Pages: 962-988 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2021.1921153 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1921153 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:962-988 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1969367_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Amineh A. Khaddam Author-X-Name-First: Amineh A. Author-X-Name-Last: Khaddam Author-Name: Amro Alzghoul Author-X-Name-First: Amro Author-X-Name-Last: Alzghoul Author-Name: Mohammed A. Abusweilem Author-X-Name-First: Mohammed A. Author-X-Name-Last: Abusweilem Author-Name: Fayrouz Abousweilem Author-X-Name-First: Fayrouz Author-X-Name-Last: Abousweilem Title: Business intelligence and firm performance: a moderated-mediated model Abstract: This study examines the mediating role of decision-making speed on the causal chain linking business intelligence and firm performance, as well as the contextual role of people-BI tools fit on the causal link between business intelligence and decision-making speed. To achieve this goal, we examine the proposed moderated-mediated model using a random sample of 236 valid responses in various Jordanian industries. These data were analyzed using a partial least squares structural equation modeling technique. According to the findings, business intelligence facilitates and enhances greater decision-making speed; decision-making speed fosters higher firm performance; and decision-making speed mediates the causal relationship between business intelligence and firm performance. Finally, people-BI tools fit attenuated the causal relationship between business intelligence and decision-making speed, in that the relationship became weaker when people-BI tools fit is higher. Results are discussed in terms of the relevant literature and practical implications for managers in the industry. Journal: The Service Industries Journal Pages: 923-939 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2021.1969367 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1969367 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:923-939 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1902993_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Mary E. Schramm Author-X-Name-First: Mary E. Author-X-Name-Last: Schramm Author-Name: Tilottama G. Chowdhury Author-X-Name-First: Tilottama G. Author-X-Name-Last: Chowdhury Author-Name: Myra Odenwaelder Author-X-Name-First: Myra Author-X-Name-Last: Odenwaelder Author-Name: Eunice A. Lisk Author-X-Name-First: Eunice A. Author-X-Name-Last: Lisk Title: Patient participation: the impact of diagnosis and individual characteristics Abstract: Despite the interest in encouraging patients to participate in their care, knowledge of the relationship between patients’ characteristics and the extent to which they want to participate in their care is limited. Failure to consider preferences may negate the purported benefits of participation. Drawing on Self-Efficacy Theory, our multi-method study addresses this gap in the literature by studying patient preference for a prescribed versus a patient designed wellness program, as a function of individual self-efficacy and health skills, for diabetes and cancer patients. Using an experimental approach, we contribute to Self-Efficacy Theory by finding that disease seriousness impacts the expected interaction between self-efficacy and health skills in wellness program choice. The expected interaction held for diabetes patients but not for cancer patients. Differences between diabetes and cancer patients may reflect the relative psychological distress and the heightened importance of effective treatment that were revealed in patient interviews. Journal: The Service Industries Journal Pages: 989-1009 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2021.1902993 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1902993 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:989-1009 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1932830_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Colin C. Williams Author-X-Name-First: Colin C. Author-X-Name-Last: Williams Author-Name: Aysegul Kayaoglu Author-X-Name-First: Aysegul Author-X-Name-Last: Kayaoglu Title: Revisiting the undeclared service economy as a dual labour market: lessons from a 2019 Eurobarometer survey Abstract: The aim of this paper is to transcend the long-standing depiction that workers universally participate in the undeclared service economy out of necessity due to their exclusion from the formal labour market, by proposing and evaluating the existence of a dual undeclared labour market in the service sector composed of an ‘upper-tier’ of voluntary exit-driven and ‘lower-tier’ of exclusion-driven undeclared service sector workers. Reporting a 2019 Eurobarometer survey conducted in 28 European countries, a dual labour market in the undeclared service economy is validated. Three-quarters of undeclared service workers report either purely exit- or exclusion driven rationales. For every lower tier undeclared service worker, 6.7 are in the upper tier, with those in the voluntary exit-driven upper tier more likely to be older, self-employed, having spent time in full-time education, and to be living in Western Europe and Nordic countries. The theoretical and policy implications are then discussed. Journal: The Service Industries Journal Pages: 940-961 Issue: 13-14 Volume: 43 Year: 2023 Month: 10 X-DOI: 10.1080/02642069.2021.1932830 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1932830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:940-961 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2217756_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Bin Li Author-X-Name-First: Bin Author-X-Name-Last: Li Author-Name: Yanhong Chen Author-X-Name-First: Yanhong Author-X-Name-Last: Chen Author-Name: Luning Liu Author-X-Name-First: Luning Author-X-Name-Last: Liu Author-Name: Bowen Zheng Author-X-Name-First: Bowen Author-X-Name-Last: Zheng Title: Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis Abstract: Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains. Journal: The Service Industries Journal Pages: 1117-1139 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2217756 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2217756 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1117-1139 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2226596_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Jochen Wirtz Author-X-Name-First: Jochen Author-X-Name-Last: Wirtz Author-Name: Johannes Hofmeister Author-X-Name-First: Johannes Author-X-Name-Last: Hofmeister Author-Name: Patricia Y. P. Chew Author-X-Name-First: Patricia Y. P. Author-X-Name-Last: Chew Author-Name: Xin (David) Ding Author-X-Name-First: Xin (David) Author-X-Name-Last: Ding Title: Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence Abstract: Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: the (1) operations management (OM) approach, (2) focused service factory, and (3) dual culture strategy, which allow firms to achieve cost-effective service excellence (CESE). We advance that these strategies are also excellent enablers for the development, implementation, and use of digital service technologies, service robots, and artificial intelligence (AI). First, the OM approach reduces process variations in service delivery, creating opportunities for leveraging technology to automate processes. Second, the focused service factory strategy enables high volumes of largely identical service transactions with minimized customer-induced variability, easing service automation. Third, the dual culture strategy ensures that digital automation is firmly customer-centric and achieves service excellence. We advance a set of propositions and research questions aimed at stimulating research at the intersection of the two streams of literature on digital service technologies and CESE. Journal: The Service Industries Journal Pages: 1173-1196 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2226596 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2226596 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1173-1196 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2249830_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Tadhg Blommerde Author-X-Name-First: Tadhg Author-X-Name-Last: Blommerde Title: Service innovation capability: a systematic literature review and research agenda Abstract: Though singular or discrete service innovations are accepted as essential to the performance and survival of organizations, practitioners and researchers are increasingly directing their attention towards the firm-level capability that underlies their repeated and continuous introduction, commonly referred to as service innovation capability (SIC). However, compared to the rich body of literature on the innovation capability of manufacturers and industrial organizations, SIC is poorly understood by managers and service researchers and there is no consensus on its definition, antecedents, outcomes, or dimensions. This study remedies this protracted gap through a comprehensive review of 45 academic journals reporting on firm-level studies of SIC using the SPAR-4-SLR protocol. These were found in the Web of Science and Scopus databases and analyzed according to the TCCM framework. Our research provides new theoretical and managerial insights, advancing a consolidated original definition of SIC, reconciles and organizes factors in SIC’s nomological network advanced by disparate studies and synthesizes links between them in an integrating framework, and makes 13 propositions for advancing this topic based on the research gaps identified. Journal: The Service Industries Journal Pages: 1197-1227 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2249830 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2249830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1197-1227 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2243592_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Subhodeep Mukherjee Author-X-Name-First: Subhodeep Author-X-Name-Last: Mukherjee Author-Name: Manish Mohan Baral Author-X-Name-First: Manish Mohan Author-X-Name-Last: Baral Author-Name: Ramji Nagariya Author-X-Name-First: Ramji Author-X-Name-Last: Nagariya Author-Name: Chittipaka Venkataiah Author-X-Name-First: Chittipaka Author-X-Name-Last: Venkataiah Author-Name: U. V. Adinarayana Rao Author-X-Name-First: U. V. Adinarayana Author-X-Name-Last: Rao Author-Name: K. Srinivasa Rao Author-X-Name-First: K. Srinivasa Author-X-Name-Last: Rao Title: Systematic literature review and future research directions for service robots in hospitality and tourism industries Abstract: Service robots create a touchless experience for travellers; therefore, this research aims to conduct a systematic literature review (SLR) of service robots in the tourism and hospitality sector. This study used the Scientific Procedures and Rationales for Systematic Literature Reviews (SPAR-4-SLR) approach for reviewing the articles. One hundred eighteen articles are selected for the final review. A thematic analysis divided the articles into three themes and nine sub-themes. For establishing the future research directions Theory, Methodology, and Context (TMC) framework was used and forty-one future research questions are proposed. The study provides various research implications concerning theory and practical perspective. Different management theories are linked with future research questions. Few review papers discussed the service robot in the context of the tourism sector, but none of these studies used the SPAR-4-SLR and TMC framework. This study comprehensively reviews the articles and provides potential future research directions. Journal: The Service Industries Journal Pages: 1083-1116 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2243592 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2243592 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1083-1116 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2258799_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Stanislav Ivanov Author-X-Name-First: Stanislav Author-X-Name-Last: Ivanov Title: The dark side of artificial intelligence in higher education Abstract: The paper focuses on the negative aspects of artificial intelligence in higher education such as biases in the datasets and algorithms, plagiarism, factual incorrectness, micromanagement of students and employees, manipulation of behaviour, überveillance, overreliance on AI, lack of or low explainability and transparency of AI’s decisions, loss of skills, and privacy concerns. The paper adopts an operations management perspective and discusses the negative aspects of AI in the various processes in higher education institutions such as enrolment of students, hiring of employees, teaching/learning/assessment, administrative activities, research, socialisation and well-being of students, remuneration, appraisal and wellbeing of employees. Special attention is paid to AI’s impacts on ethics, creativity and critical thinking. Potential solutions to avoid or mitigate the negative impacts of AI, theoretical, managerial and policy implications are discussed as well. Journal: The Service Industries Journal Pages: 1055-1082 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2258799 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2258799 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1055-1082 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2252750_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20230119T200553 git hash: 724830af20 Author-Name: Dogan Gursoy Author-X-Name-First: Dogan Author-X-Name-Last: Gursoy Author-Name: Lu Lu Author-X-Name-First: Lu Author-X-Name-Last: Lu Author-Name: Robin Nunkoo Author-X-Name-First: Robin Author-X-Name-Last: Nunkoo Author-Name: Demi Deng Author-X-Name-First: Demi Author-X-Name-Last: Deng Title: Metaverse in services marketing: an overview and future research directions Abstract: Although it is still at the inception stage, the Metaverse is likely to revolutionize service marketing and management by disrupting existing business strategies, consumer norms, and marketing practices. However, most of the existing research focuses on the co-creation of metaverstic experiences in terms of interaction, but not on the co-creation of the purchase experience process of the actual products and services. This study proposes a conceptual framework that explains how and why the Metaverse will have significant impacts on creation and delivery of service experiences, the marketing of those experiences, and the co-creation of the purchase experience process through the provision of functional and hedonic benefits to various stakeholders. This study also discusses the potential of Metaverse in mitigating decision risks attributed to uncertainties associated with service experience offerings, information overload, and confusion in the marketing ecosystems and customers’ service experience journey. Since the adoption of the Metaverse will have significant implications for all stakeholders while presenting challenges, implications of the Metaverse and the associated challenges are discussed. This study also provides a research agenda to investigate the possible impacts of the Metaverse on service industries. Journal: The Service Industries Journal Pages: 1140-1172 Issue: 15-16 Volume: 43 Year: 2023 Month: 12 X-DOI: 10.1080/02642069.2023.2252750 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2252750 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:43:y:2023:i:15-16:p:1140-1172 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2003340_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Jiaqi Yan Author-X-Name-First: Jiaqi Author-X-Name-Last: Yan Author-Name: Muhammad Ali Author-X-Name-First: Muhammad Author-X-Name-Last: Ali Author-Name: Mubbsher Munawar Khan Author-X-Name-First: Mubbsher Munawar Author-X-Name-Last: Khan Author-Name: Syed Hamad Hassan Shah Author-X-Name-First: Syed Hamad Hassan Author-X-Name-Last: Shah Author-Name: Atif Saleem Butt Author-X-Name-First: Atif Saleem Author-X-Name-Last: Butt Title: The effect of promotion regulatory focus on service performance Abstract: Drawing on the regulatory focus theory, this study aims to investigate the effect of frontline staff's promotion regulatory focus on service performance. Using a time-lagged design and data from 347 frontline staff in 123 branches of a hotel chain, we examine a mediated moderation model. We posit job crafting mediates the relationship between promotion regulatory focus and service performance. This relationship is moderated by empowering leadership, and job resources mediate the moderation effect. We discuss the implications of our findings for research on job crafting and regulatory focus theory. Journal: The Service Industries Journal Pages: 45-62 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2021.2003340 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2003340 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:45-62 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2006644_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: EunPyo Hong Author-X-Name-First: EunPyo Author-X-Name-Last: Hong Author-Name: Jiseon Ahn Author-X-Name-First: Jiseon Author-X-Name-Last: Ahn Title: Effect of social status signaling in an organic restaurant setting有机餐厅背景下社会地位信号的影响 Abstract: Despite the popularity of organic consumption during the COVID-19 pandemic, little research has examined how organic service experience predicts brand-related outcomes. To examine how organic restaurant service providers benefit from signaling social status the authors examine identification, evaluation, and revisit intention as the key consequences. Using data from 204 American customers, the results of partial least squares structural equation modeling (PLS-SEM) show that social status signaling has a positive effect on identification and evaluation of restaurant brand. Also, mediating role of identification and evaluation in the relationship between social status signaling and revisit intention is found. However, signaling of social status alone is not enough to elicit positive behaviors from customers. Multigroup analysis identifies that customers’ trust has a significant moderating effect on the association of the proposed relations. This empirical evidence contributes to the application of the signaling theory and provides managerial guidelines for organic restaurant service providers. Journal: The Service Industries Journal Pages: 63-82 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2021.2006644 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2006644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:63-82 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2011861_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Lingfei Wu Author-X-Name-First: Lingfei Author-X-Name-Last: Wu Author-Name: Babak Taheri Author-X-Name-First: Babak Author-X-Name-Last: Taheri Author-Name: Fevzi Okumus Author-X-Name-First: Fevzi Author-X-Name-Last: Okumus Author-Name: Suosheng Wang Author-X-Name-First: Suosheng Author-X-Name-Last: Wang Title: The effects of host sincerity on tourists’ perceived destination image Abstract: This study aims to explore the effects of host sincerity on tourists’ perceived destination image, satisfaction, and behavioral intentions. Data were collected via an on-site survey in China and analyzed using structural equation modeling analysis. The findings suggest that local hosts should show their sincerity toward tourists in tourist-host interactions to create a positive destination image and trigger positive behavioral intentions of tourists for sustainable development of the travel destination. Residents can be active partners and co-producers of destination branding. This study highlights interactions between tourists and local residents as important attributes of the destination experience. Journal: The Service Industries Journal Pages: 83-104 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2021.2011861 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2011861 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:83-104 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1978986_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Tali Seger-Guttmann Author-X-Name-First: Tali Author-X-Name-Last: Seger-Guttmann Author-Name: Karin Amit Author-X-Name-First: Karin Author-X-Name-Last: Amit Title: Who trusts whom? The case of immigrant service professionals Abstract: This study examined the effect of ethnicity on trust relations in day-to-day service encounters with various minority groups. Service encounters were explored in a 2×2 scenario-based, between-subject experimental design. Jewish-Israeli and Arab-Israeli respondents (N = 526) were assigned to four scenarios comprising two customer conditions (national majority/national minority) and two immigrant service professionals’ ethnic origin (Ethiopia/Former Soviet Union). We tested six hypotheses using triple-interaction models. Participants’ general sense of threat from immigrants diminished their trust of immigrant service professionals, a relationship significantly moderated by the immigrants’ ethnic origin. The current study contributes a novel perspective by using threat and support as they relate to immigrants in a service-related context, simulating routine service encounters. The findings expand our understanding of how multicultural relationships impact transactions in the real world of service encounters. Journal: The Service Industries Journal Pages: 1-21 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2021.1978986 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1978986 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:1-21 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2250302_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Bavik Ali Author-X-Name-First: Bavik Author-X-Name-Last: Ali Title: What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda Abstract: Leadership is crucial in tourism and hospitality, shaping employee motivation, job satisfaction, and performance. Transformational Leadership (TFL) is essential to promoting innovation and positive culture. However, knowledge of TFL needs to be more cohesive, requiring holistic research. Therefore, the study compares hospitality with the attributes of both TFL and Servant Leadership (SL). The study reviewed 38 articles published between 1970 and 2022, revealing TFL’s significant positive impact on the industry, increasing employee satisfaction, motivation, and performance. The study’s originality lies in its comprehensive systematic review of empirical research on TFL in the tourism and hospitality industry. The study addresses the gap in knowledge surrounding TFL’s impact on the industry and provides valuable insights into its positive effect on employee satisfaction, motivation, and performance. Additionally, the study highlights the common attributes of TFL and SL, suggesting that the two leadership styles may complement each other in this industry. Through this research, practitioners and researchers can gain a more comprehensive understanding of TFL’s effectiveness and develop new theories and avenues of research to enhance leadership practices in the tourism and hospitality industry. Journal: The Service Industries Journal Pages: 105-147 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2023.2250302 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2250302 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:105-147 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_1987415_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Tiffany S. Legendre Author-X-Name-First: Tiffany S. Author-X-Name-Last: Legendre Author-Name: Melissa A. Baker Author-X-Name-First: Melissa A. Author-X-Name-Last: Baker Title: Credit card churning customers, endowed loyalty, and protestant work ethic Abstract: There is scant research that examines the effect of credit card churning customers (as a type of endowed loyalty) compared to earned loyalty program customer perceptions. Additionally, this research identifies a critical variable to better understand cross-customer comparisons, protestant work ethic (PWE). Study 1 uses an exploratory qualitative approach to gain insights into this phenomenon, specifically identifying the unique variable of PWE. Study 2 uses a 2 (self: earned vs. endowed) × 2 (other: earned vs. endowed) × 2 (PWE) quasi between-subjects experiment. Results find that anger mediates the three-way interaction effects to attitudinal loyalty intention, but it was only valid among low PWE customers. This study contributes to the social comparison theory and loyalty literature by introducing the impact of loyalty status acquisition methods. Practically, this study results urge credit card companies and associated hospitality firms to be aware of churners and propose implications to minimize the negative effects. Journal: The Service Industries Journal Pages: 22-44 Issue: 1-2 Volume: 44 Year: 2024 Month: 01 X-DOI: 10.1080/02642069.2021.1987415 File-URL: http://hdl.handle.net/10.1080/02642069.2021.1987415 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:1-2:p:22-44 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2261857_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Gökhan Kenar Author-X-Name-First: Gökhan Author-X-Name-Last: Kenar Author-Name: Murat Yeşiltaş Author-X-Name-First: Murat Author-X-Name-Last: Yeşiltaş Title: Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model Abstract: Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social learning theory, and the human resource management-performance model, this study investigates how and when service-oriented high-performance human resource practices influence positive employee behaviors. The purpose of this study is to investigate the role of service-oriented high-performance human resource practices on proactive work behavior. The study further investigates the mediating role of service orientation and the moderating role of service leadership in this relationship. Data were analyzed using PROCESS macro. The results of the study revealed that service-oriented high-performance human resource practices directly trigger proactive work behavior, and service orientation has a mediating role in this relationship. Furthermore, service leadership has a moderated mediation role in the effect of service-oriented high-performance human resource practices on proactive work behavior through service orientation. Journal: The Service Industries Journal Pages: 237-264 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2023.2261857 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2261857 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:237-264 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2278463_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Muhammad Waqas Sadiq Author-X-Name-First: Muhammad Waqas Author-X-Name-Last: Sadiq Author-Name: Muhammad Waheed Akhtar Author-X-Name-First: Muhammad Waheed Author-X-Name-Last: Akhtar Author-Name: Chunhui Huo Author-X-Name-First: Chunhui Author-X-Name-Last: Huo Author-Name: Salman Zulfiqar Author-X-Name-First: Salman Author-X-Name-Last: Zulfiqar Title: ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce Abstract: The purpose of the current article is to propose the construction of ChatGPT as a green evangelist (CGGE) and to develop and validate the CGGE scale using two independent studies. Study 1 mainly adopted exploratory factor analysis to test whether the twenty items of the CGGE construct and the eight items of consumer equilibrium can represent these constructs statistically via exploratory factor analysis. Furthermore, through Study 2, this study primarily tested the convergent and discriminant validity of CGGE and consumer equilibrium. Finally, further analysis explains the relationship between CGGE and consumer equilibrium through green purchase intentions at different levels of brand credibility, including high and low levels, using structural equational modeling. Study 1 showed that the initial twenty items of CGGE are appropriately loaded on four factors and the eight items of consumer equilibrium are appropriately loaded on single factors. Study 2 demonstrated that CGGE could significantly predict consumer equilibrium through green purchase intentions at different brand credibility levels. This article contributes to the advancement of the unified theory of acceptance and use of technology (UTAUT) and research and provides a valuable tool for future empirical research on ChatGPT. Journal: The Service Industries Journal Pages: 173-217 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2023.2278463 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2278463 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:173-217 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2286604_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Mariam Arif Karrani Author-X-Name-First: Mariam Arif Author-X-Name-Last: Karrani Author-Name: Shaker Bani-Melhem Author-X-Name-First: Shaker Author-X-Name-Last: Bani-Melhem Author-Name: Faridahwati Mohd-Shamsudin Author-X-Name-First: Faridahwati Author-X-Name-Last: Mohd-Shamsudin Title: Employee quiet quitting behaviours: conceptualization, measure development, and validation Abstract: The prevalence and harmful impact of employee quiet quitting behaviours in organizational settings call for more research, yet the lack of understanding, conceptualization, and tailored measures hinder progress in addressing this issue effectively. To fill this gap, this study utilized a multiphase process to conceptualize and develop a measure of employee quiet quitting behaviours that is applicable in organizational settings. Using three samples from service organizations, we developed a reliable scale called the Quiet Quitting Scale (QQS), with a unidimensional factor structure replicated across three separate samples. The scale exhibits both convergent and discriminant validity, and criterion-related validity is demonstrated through the scale’s relation with employee disengagement, dissatisfaction, job stress and work alienation. Overall, the QQS is found to be a reliable and valid measure, while the quiet quitting construct offers important theoretical and practical implications. Journal: The Service Industries Journal Pages: 218-236 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2023.2286604 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2286604 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:218-236 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2245356_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Yi Xie Author-X-Name-First: Yi Author-X-Name-Last: Xie Author-Name: Qinghua Xia Author-X-Name-First: Qinghua Author-X-Name-Last: Xia Author-Name: Jianmin Song Author-X-Name-First: Jianmin Author-X-Name-Last: Song Author-Name: Shuchuan Hu Author-X-Name-First: Shuchuan Author-X-Name-Last: Hu Author-Name: Xiaolong Liu Author-X-Name-First: Xiaolong Author-X-Name-Last: Liu Title: How ethical leadership influences knowledge hiding? A sequential mediation model Abstract: Knowledge hiding is considered a behavior that violates moral principles and can impede organizational competitive advantage. Previous studies have examined the factors influencing knowledge hiding from various perspectives. However, there is a limited understanding of how the assumed moral aspect of ethical leadership influences knowledge hiding. Drawing on theories of social learning, a theoretical model has been developed to establish a connection between ethical leadership and knowledge hiding. This model focuses on the chain mediating role of moral identity and cynicism and the moderating role of inclusive climate. To examine hypotheses, we collected survey data in three waves from a sample of 243 employees working in Chinese firms. The results demonstrated ethical leadership significantly suppresses knowledge hiding, and this relationship is explained by moral identity and cynicism. Furthermore, the relationship between ethical leadership/cynicism and knowledge hiding is weakened in a highly inclusive climate. The research finally discusses theoretical and practical implications, providing scholars with a future agenda. Journal: The Service Industries Journal Pages: 265-287 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2023.2245356 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2245356 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:265-287 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2030718_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Wee-Kheng Tan Author-X-Name-First: Wee-Kheng Author-X-Name-Last: Tan Author-Name: Wei-Hung Chen Author-X-Name-First: Wei-Hung Author-X-Name-Last: Chen Title: How potential customers perceive companies’ reply to negative reviews? Abstract: Companies are increasingly using humorous replies as a service recovery method to respond and apologize to complainants. However, there is a lack of clarity regarding the effectiveness and appropriateness of humorous replies. Drawing on information processing theory, this study assesses how consumers as onlookers view former customers’ negative word-of-mouth relating to service failures (vindictive and nonvindictive reviews) and humorous and standard replies provided by service operators in the context of hostels, and effects on booking intentions. To compare consumers’ responses to various combinations of reviews and replies, this study administered survey questionnaires to 377 respondents. A series of independent-sample t test analyses and partial least squares (PLS) path analyses revealed that standard replies are effective for responding to both review types. Humorous replies have better performance when responding to nonvindictive reviews than vindictive reviews. This study contributes to the scarce research on humorous replies in the service recovery context. Journal: The Service Industries Journal Pages: 288-316 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2022.2030718 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2030718 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:288-316 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2305451_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20231214T103247 git hash: d7a2cb0857 Author-Name: Daniel Belanche Author-X-Name-First: Daniel Author-X-Name-Last: Belanche Author-Name: Russell W. Belk Author-X-Name-First: Russell W. Author-X-Name-Last: Belk Author-Name: Luis V. Casaló Author-X-Name-First: Luis V. Author-X-Name-Last: Casaló Author-Name: Carlos Flavián Author-X-Name-First: Carlos Author-X-Name-Last: Flavián Title: The dark side of artificial intelligence in services Abstract: Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and are having a great impact on service operations and on customers’ reactions and behaviors. Previous literature is overoptimistic about AI implementation, and there is still a need to explore the dark side of this technology; that is, its potential negative impacts on consumers, businesses, and society, as well as the moral concerns associated with AI use in services. To establish some fundamental insights related to this research domain, this paper contributes to previous AI based-services literature by proposing a three-part conceptual model inspired by Belanche et al. (2020a), comprised of AI design, customers, and the service encounter. Specifically, we identify key factors and research gaps within each category that need to be addressed. The final research questions provide a research agenda to guide scholars and help practitioners implement AI-based services while avoiding their potential negative outcomes. Journal: The Service Industries Journal Pages: 149-172 Issue: 3-4 Volume: 44 Year: 2024 Month: 03 X-DOI: 10.1080/02642069.2024.2305451 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2305451 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:3-4:p:149-172 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2059073_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Sharjeel Saleem Author-X-Name-First: Sharjeel Author-X-Name-Last: Saleem Author-Name: Muhammad Sajid Author-X-Name-First: Muhammad Author-X-Name-Last: Sajid Author-Name: Muhammad Arshad Author-X-Name-First: Muhammad Author-X-Name-Last: Arshad Author-Name: Muhammad Mustafa Raziq Author-X-Name-First: Muhammad Mustafa Author-X-Name-Last: Raziq Author-Name: Sadia Shaheen Author-X-Name-First: Sadia Author-X-Name-Last: Shaheen Title: Work stress, ego depletion, gender and abusive supervision: A self-Regulatory perspective Abstract: Drawing upon the self-regulatory perspective, we investigate the antecedents of abusive supervision. We study supervisor’s work stress as a predictor of abusive supervisory behavior and investigate supervisor ego depletion as an intervening mechanism. Furthermore, we study the role of gender in explaining ego depletion and abusive supervision. We employed a multilevel research design to study supervisor work stress and ego depletion at group level and perception of abusive supervision at individual level. Data are collected from 59 supervisors and 295 subordinates working in the banking sector. We find that supervisor work stress is positively associated with subordinates’ perception of abusive supervision, and supervisor ego depletion plays a mediating role. We find that these relationships are more pronounced for females than males. We contribute by identifying supervisors’ work stress as an antecedent of abusive supervision and extend ego depletion theory by studying supervisor’s ego depletion as an underlying mechanism. Journal: The Service Industries Journal Pages: 391-411 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2022.2059073 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2059073 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:391-411 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2112180_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Muhammad Farrukh Moin Author-X-Name-First: Muhammad Farrukh Author-X-Name-Last: Moin Author-Name: Muhamad Khalil Omar Author-X-Name-First: Muhamad Khalil Author-X-Name-Last: Omar Author-Name: Ahsan Ali Author-X-Name-First: Ahsan Author-X-Name-Last: Ali Author-Name: Muhammad Imran Rasheed Author-X-Name-First: Muhammad Imran Author-X-Name-Last: Rasheed Author-Name: Moustafa Abdelmotaleb Author-X-Name-First: Moustafa Author-X-Name-Last: Abdelmotaleb Title: A moderated mediation model of knowledge hiding Abstract: Building on the social exchange theory and displaced aggression theory, we examined the link between exploitative leadership and subordinates’ task performance via knowledge hiding. In addition, we examined the moderating effect of subordinates’ negative reciprocity beliefs. We collected multi-source and two-wave field data (N = 318 managers and employee dyads) from Malaysian service firms. We found that exploitative leadership decreases subordinates’ task performance via knowledge hiding. Moreover, this mediated link is the strongest among the subordinates scoring high on negative reciprocity beliefs. Despite the acknowledgment that organizations should focus on knowledge management, so far little is known about what causes knowledge hiding. To bridge this important gap, this study proposed and tested a research model for knowledge hiding and thus contributed to knowledge management literature. Journal: The Service Industries Journal Pages: 378-390 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2022.2112180 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2112180 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:378-390 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2019221_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Qandeel Hassan Author-X-Name-First: Qandeel Author-X-Name-Last: Hassan Author-Name: Ghulam Abid Author-X-Name-First: Ghulam Author-X-Name-Last: Abid Author-Name: Muhammad Ali Author-X-Name-First: Muhammad Author-X-Name-Last: Ali Author-Name: Maryam Rehmat Author-X-Name-First: Maryam Author-X-Name-Last: Rehmat Author-Name: Rabbia Zafar Author-X-Name-First: Rabbia Author-X-Name-Last: Zafar Title: Ebullient supervision and employee life satisfaction: a moderated mediation model Abstract: Life satisfaction is of great significance to human beings. Based on the conservation of resource theory, the study investigates the direct and indirect impact of ebullient supervision on life satisfaction. This study investigated how ebullient supervision is related to teachers’ life satisfaction and how workaholism mediates this relation. It also investigates the moderating role of family motivation on the ebullient supervision and workaholism relationship. The data were collected using self-report survey questionnaires by utilizing a time-lagged cross-sectional study design. A moderated mediation model was tested on an actual sample of 401 using Process Macro by Hayes. The findings of our study show that ebullient supervision promotes workaholism and boost life satisfaction. It is found that workaholism enhances the life satisfaction of teachers. Finally, we also found that the relationship between ebullient supervision and workaholism is weaker when family motivation is high. Journal: The Service Industries Journal Pages: 412-436 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2021.2019221 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2019221 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:412-436 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2016714_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Yan Yang Author-X-Name-First: Yan Author-X-Name-Last: Yang Author-Name: Jing Hu Author-X-Name-First: Jing Author-X-Name-Last: Hu Author-Name: FengJie Jing Author-X-Name-First: FengJie Author-X-Name-Last: Jing Title: Does awe facilitate conformity in tourism consumption? Evidence from China Abstract: Although conformity is frequently used to increase the appeal of popular tourism products, research on the drivers of tourist conformity is limited. Using laboratory experiments conducted in China, we demonstrate that the emotion of awe, which is often experienced while traveling but seldom investigated in the tourism literature, may have a novel influence on tourist conformity that has been overlooked so far. We conducted three studies using different manipulation methods and tourism purchase scenarios to provide convergent evidence that participants who experience awe (vs. neutral states) prefer majority-endorsed tourism-related products over minority-endorsed ones. Moreover, the effect of awe on conformity is partly mediated by social connectedness. Our findings shed light on the emotional determinants of tourist conformity, enrich research on the consequences of awe, and have useful managerial implications for tourism practices in terms of guiding consumer conformity by managing tourists’ emotional experiences. Journal: The Service Industries Journal Pages: 437-455 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2021.2016714 File-URL: http://hdl.handle.net/10.1080/02642069.2021.2016714 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:437-455 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2059074_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Jong-Hyeong Kim Author-X-Name-First: Jong-Hyeong Author-X-Name-Last: Kim Author-Name: Hanqun Song Author-X-Name-First: Hanqun Author-X-Name-Last: Song Title: Examining the influence of multiple dimensions of authentic dining experiences Abstract: This study tested multiple constructs of authenticity (i.e. true-to-ideal, true-to-fact, and true-to-self) and examined the structural relationships among authenticity perception, perceived value, positive emotions, and revisit intentions. Gilmore and Pine’s authenticity model suggests that authenticity is strongly related to customers’ trust. Customers tend to perceive chain restaurants as more credible than independent restaurants. Thus, this model contradicts the widespread argument that independent organizations reflect authenticity. Further investigation is needed to verify the relationship between restaurant ownership type and authenticity perception. Data were collected from 491 Chinese ethnic diners and analyzed using a structural modeling analysis. All three authenticity dimensions significantly influence overall authenticity perceptions. Furthermore, individuals’ authenticity perceptions affect revisit intentions through perceived value and positive emotions. Additionally, the ownership type of ethnic restaurants moderates the effects of the three authenticity dimensions on overall authentic dining experiences. Thus, ethnic restaurateurs should emphasize different authenticity dimensions of uniquely positioned restaurants. Journal: The Service Industries Journal Pages: 317-341 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2022.2059074 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2059074 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:317-341 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2094916_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Seigyoung Auh Author-X-Name-First: Seigyoung Author-X-Name-Last: Auh Author-Name: Bulent Menguc Author-X-Name-First: Bulent Author-X-Name-Last: Menguc Author-Name: Frauke Mattison Thompson Author-X-Name-First: Frauke Mattison Author-X-Name-Last: Thompson Author-Name: Aypar Uslu Author-X-Name-First: Aypar Author-X-Name-Last: Uslu Title: Conflict-solving as a mediator between customer incivility and service performance Abstract: The customer incivility literature has primarily focused on emotional exhaustion and burnout as emotion-focused mediators that channel the effect of customer incivility. Drawing on conservation of resources (COR) theory, the current research proposes a new problem-solving-focused mediator, namely, conflict-solving behavior. The authors test the mediating role of conflict-solving behavior between customer incivility and customer service performance while controlling for emotional exhaustion and employee incivility as parallel mediation mechanisms. The results from three studies provide strong support for a negative relationship between customer incivility and conflict-solving behavior and for conflict-solving behavior as a full mediator between customer incivility and customer service performance. Furthermore, the negative effect of customer incivility on conflict-solving behavior is mitigated when customer service employees are promotion-focused and as investment in customer relationship building increases. The findings extend the scope and generalizability of customer incivility research from the business-to-customer to the business-to-business context. Managerial implications for employee training and hiring as well as the importance of cultivating customer relationships as a buffer to dampen the effect of customer incivility are discussed. Journal: The Service Industries Journal Pages: 342-377 Issue: 5-6 Volume: 44 Year: 2024 Month: 04 X-DOI: 10.1080/02642069.2022.2094916 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2094916 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:5-6:p:342-377 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2045963_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Ye Hua Author-X-Name-First: Ye Author-X-Name-Last: Hua Author-Name: Tong Che Author-X-Name-First: Tong Author-X-Name-Last: Che Author-Name: Cheng Yang Author-X-Name-First: Cheng Author-X-Name-Last: Yang Author-Name: Miao Hu Author-X-Name-First: Miao Author-X-Name-Last: Hu Title: Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors Abstract: Web-based appointment services can improve the efficiency of the relative services, but always suffer from customers’ non-attendance behaviors. Previous research ignores the opportunistic feature of no-shows that is essential to understand customers’ non-attendance behaviors. Further, the effect of formal cancelation policies is yet understudied. To solve these problems, a research model based on transaction cost theory is proposed and tested in the context of the web-based outpatient registration service. Results of the research show that the occurrence of no-shows can be reduced when asset specificity factors increase and uncertainty factors decrease. The awareness of cancelation policies can lead to more cancelations but can also weaken the effects of asset specificity factors. Besides, no-shows can be decreased when cancelation policies are more restrictive. Journal: The Service Industries Journal Pages: 538-562 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2022.2045963 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2045963 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:538-562 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2056164_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Muhammad Amin Author-X-Name-First: Muhammad Author-X-Name-Last: Amin Author-Name: Kimmy Wa Chan Author-X-Name-First: Kimmy Wa Author-X-Name-Last: Chan Author-Name: Amjad Shamim Author-X-Name-First: Amjad Author-X-Name-Last: Shamim Author-Name: Zulkipli Bin Ghazali Author-X-Name-First: Zulkipli Bin Author-X-Name-Last: Ghazali Author-Name: Fong-Woon Lai Author-X-Name-First: Fong-Woon Author-X-Name-Last: Lai Title: Engaging employees in value cocreation: interplay among firm, employee, and supervisor Abstract: Research on value cocreation with customers is considerable, yet questions remain regarding whether and how to engage frontline employees (FLEs) in such efforts. Adopting the ability–motivation–opportunity perspective, we conceptualize service firms’ interaction capabilities as ability, employees’ motivation to cocreate value with customers (EMCCV) as motivation, and supervisor proactive personality as opportunity. This empirical investigation thereby addresses the effect of service firms’ interaction capabilities on EMCCV and employees’ subsequent value cocreation behaviors (participation and citizenship). Data collected from 311 FLEs in automotive industries reveal that EMCCV mediates the positive effects of firms’ interaction capabilities (developmental, relational, ethical, and individuated) on employees’ value cocreation behaviors. Further, supervisor proactive personality significantly strengthens the effects of firms’ interaction capabilities on EMCCV. Supplementary analyses uncover a stronger indirect positive association between firms’ interaction capabilities and employees’ value cocreation behaviors (via EMCCV) when employees perceive their supervisors as proactive. These findings highlight the crucial roles of firms’ interaction capabilities and supervisors’ personalities in motivating FLEs’ value cocreation behaviors during service exchanges. They also reveal practical options for promoting more inclusive, sustainable economic growth and guidelines for fostering and promoting improved working conditions for FLEs (UN Sustainable Development Goal 8). Journal: The Service Industries Journal Pages: 592-619 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2022.2056164 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2056164 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:592-619 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2342295_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Barbara Neuhofer Author-X-Name-First: Barbara Author-X-Name-Last: Neuhofer Title: Transformative experiences: a conceptual analysis of the integration process Abstract: Transformative experiences are becoming an important economic offer in various service contexts. Current research primarily focuses on what triggers transformation. However, what is much less known is the aftermath and integration of such experiences. A transformative experience can only be considered complete when glimpses of new insights are accommodated, new knowledge structures emerge, and epistemic expansion occurs. This renders the integration stage one of the most critical parts of the transformative process. This conceptual research paper aims to zoom in on transformative experience integration by proposing a multi-phasic process model. The paper is novel and advances transformation theory and practice in that it focuses on the overlooked mechanisms of integration. By bridging the fields of transformative service research, positive psychology, and experience design, the paper contributes an original model as a missing puzzle piece to intentionally design and guide life-changing and long-term personal development experiences in a service setting. Journal: The Service Industries Journal Pages: 522-537 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2024.2342295 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2342295 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:522-537 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2056163_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Akinjide F. Badru Author-X-Name-First: Akinjide F. Author-X-Name-Last: Badru Author-Name: Georgiana Karadas Author-X-Name-First: Georgiana Author-X-Name-Last: Karadas Author-Name: Olusegun A. Olugbade Author-X-Name-First: Olusegun A. Author-X-Name-Last: Olugbade Title: Employee voice: the impact of high-performance work systems and organisational engagement climate Abstract: Employee voice (EV) has been recognised as an essential tool for high-performance work systems (HPWS) in achieving organisational effectiveness. Studies have drawn scholars’ attention to better understand the relationship between EV and HPWS. By taking an employee-centric approach, this study investigates organisational engagement climate (OEC) as a process through which HPWS translates into EV. Data were retrieved from employees of four telecommunication companies in Nigeria through a two-wave time lag. The data collected was analysed using partial least squares-structural equation modelling. The results indicate that HPWS has positive and direct relationships with OEC and EV. Similarly, the OEC was found to have a positive and direct relationship with EV, while it mediated the relationship between HPWS and EV. Accordingly, the results demonstrate that the implementation and provision of HPWS and OEC fosters a conducive work environment and enhances employees’ voice behaviour. The implications are discussed in the paper. Journal: The Service Industries Journal Pages: 563-591 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2022.2056163 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2056163 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:563-591 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2259313_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Behzad Foroughi Author-X-Name-First: Behzad Author-X-Name-Last: Foroughi Author-Name: Hathaitip Hongsachart Author-X-Name-First: Hathaitip Author-X-Name-Last: Hongsachart Author-Name: Shahla Asadi Author-X-Name-First: Shahla Author-X-Name-Last: Asadi Author-Name: Mohammad Iranmanesh Author-X-Name-First: Mohammad Author-X-Name-Last: Iranmanesh Author-Name: Morteza Ghobakhloo Author-X-Name-First: Morteza Author-X-Name-Last: Ghobakhloo Author-Name: Erfan Babaee Tirkolaee Author-X-Name-First: Erfan Author-X-Name-Last: Babaee Tirkolaee Title: Reuse intention of augmented reality apps: recreational consciousness as moderator Abstract: This study investigated the determinants of intention to reuse augmented reality (AR) apps. The data were obtained from 439 IKEA Place app users and evaluated using the ‘partial least squares’ (PLS) and ‘fuzzy-set qualitative comparative analysis’ (fsQCA) approaches. PLS findings revealed that AR attributes significantly influence perceived ease of use, perceived usefulness, and confirmation. All the relationships under the technology continuance theory were confirmed except for the impact of perceived usefulness on attitude. Recreational consciousness positively moderates the influence of attitude on reuse intentions. fsQCA approach uncovered seven configurations of variables that result in high reuse intentions and identified satisfaction as a necessary condition. The study contributed to the literature by (i) exploring the drivers of intention to reuse AR Apps, (ii) extending technology continuance theory, (iii) demonstrating the moderating influence of recreational consciousness, and (iv) using the PLS-fsQCA approach. The findings help develop strategies and design AR apps aimed at retaining users. Journal: The Service Industries Journal Pages: 480-521 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2023.2259313 File-URL: http://hdl.handle.net/10.1080/02642069.2023.2259313 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:480-521 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2332995_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Ahmad Abualigah Author-X-Name-First: Ahmad Author-X-Name-Last: Abualigah Author-Name: Kamal Badar Author-X-Name-First: Kamal Author-X-Name-Last: Badar Author-Name: Qasim Ali Nisar Author-X-Name-First: Qasim Ali Author-X-Name-Last: Nisar Author-Name: Osman M. Karatepe Author-X-Name-First: Osman M. Author-X-Name-Last: Karatepe Title: A moderated mediation model of green human resource management Abstract: Our paper develops and tests a moderated mediation model of green human resource management (HRM). Time-lagged data gathered were utilized to assess climate for green initiative (GI) as a mediator of the impact of green HRM on green voice behavior (GVB) and test green servant leadership (SL) as a moderator of the indirect link of green HRM to GVB via climate for GI. Results from partial least squares structural equation modeling denote that climate for GI partly mediates the linkage between green HRM and GVB. Unexpectedly, green SL reduces the indirect positive relationship of green HRM to GVB via climate for GI. By gauging the aforesaid relationships, our paper augments the existing knowledge regarding the mediating mechanism relating green HRM to GVB. Our paper also augments the green management literature by treating green SL as a moderator. Journal: The Service Industries Journal Pages: 457-479 Issue: 7-8 Volume: 44 Year: 2024 Month: 06 X-DOI: 10.1080/02642069.2024.2332995 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2332995 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:7-8:p:457-479 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2057475_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Ran Huang Author-X-Name-First: Ran Author-X-Name-Last: Huang Author-Name: Sejin Ha Author-X-Name-First: Sejin Author-X-Name-Last: Ha Title: How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance Abstract: The role of other consumers (i.e. bystanders and brand advocates) in webcare has been underexplored in the setting of CSM. This study fills the void by portraying a dynamic network among the consumer who posts a complaint, the advocate who replies to the complaint, and the bystander who observes the service interaction. Specifically, this study investigated how the tone (civil vs. uncivil) of the advocate’s defensive response affects the bystander’s service evaluation and how the complainant-bystander psychological distance serves as a boundary for the bystander’s information processing. Study 1 revealed that consumer-to-consumer (C2C) interactional justice is the mechanism underlying the relationship between defensive response and satisfaction with complaint handling. Study 2 demonstrated that the bystander’s perceived distance to the failure experience moderates his/her cognitive processing of C2C service interactions such that the mediation (defensive response → C2C interactional justice → satisfaction with complaint handling) is stronger when the bystander feels psychologically closer to the service event. Both theoretical and practical implications regarding service management on CSM channels are also discussed. Journal: The Service Industries Journal Pages: 789-812 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2057475 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2057475 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:789-812 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2086976_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Farah Khan Author-X-Name-First: Farah Author-X-Name-Last: Khan Author-Name: Muhammad Arshad Author-X-Name-First: Muhammad Author-X-Name-Last: Arshad Author-Name: Rabeeya Raoof Author-X-Name-First: Rabeeya Author-X-Name-Last: Raoof Author-Name: Omer Farooq Author-X-Name-First: Omer Author-X-Name-Last: Farooq Title: Servant leadership and employees’ performance: organization and information structure perspective Abstract: Prior research has established the relationship between servant leadership and employees’ task performance; however, these studies have ignored the boundary conditions under which this relationship can be sustained. The current study bridges this gap by examining the moderating role of task interdependence and information asymmetry on the relationship between servant leadership and employees’ task performance. It is argued that such a relationship is stronger in organizations where employees perceive lower task interdependence and higher information asymmetry. Multi-source data were collected using two independent surveys from 475 employees and 98 supervisors working in service sector organizations. Structural equation modeling was used to test the measurement and hypothesized models. The results showed that servant leadership positively affected employees’ task performance, which was further moderated by task interdependence and information asymmetry. Journal: The Service Industries Journal Pages: 832-850 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2086976 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2086976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:832-850 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2117301_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Qianlin Zhu Author-X-Name-First: Qianlin Author-X-Name-Last: Zhu Author-Name: Feng Wei Author-X-Name-First: Feng Author-X-Name-Last: Wei Author-Name: Muhammad Farrukh Moin Author-X-Name-First: Muhammad Farrukh Author-X-Name-Last: Moin Title: Supervisor negative gossip and employees’ thriving at work Abstract: Drawing on conservation of resources (COR) theory, we examine (a) how supervisor negative gossip affects frontline employees’ thriving at the workplace through positive affect and job self-efficacy and (b) how perceived organizational support (POS) mitigates the adverse effects of supervisor negative gossip on employees. Using a sample of 219 frontline employees from three companies in China, we found that supervisor negative gossip is indirectly and negatively associated with employees’ thriving through reduced employees’ positive affect and job self-efficacy, and that the conditional indirect effect of supervisor negative gossip is stronger in employees who perceive lower levels of organizational support. Our findings extend the literature on the dysfunctional consequences of supervisor negative gossip and highlight the need for leaders to become aware of the impact of negative workplace gossip on employees. Journal: The Service Industries Journal Pages: 900-917 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2117301 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2117301 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:900-917 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2092614_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Jintao Wu Author-X-Name-First: Jintao Author-X-Name-Last: Wu Author-Name: Tong Wu Author-X-Name-First: Tong Author-X-Name-Last: Wu Author-Name: Hongbin Zhang Author-X-Name-First: Hongbin Author-X-Name-Last: Zhang Author-Name: Bodo B. Schlegelmilch Author-X-Name-First: Bodo B. Author-X-Name-Last: Schlegelmilch Title: To wait or not to wait: effect of apologies and explanations on customer call abandonment Abstract: Research on wait management has almost exclusively focused on customer affective response, trying to mitigate their negative emotions. As such, prior studies appear to be motivated by the assumption that encouraging customers to quit the wait is not an option. Our study challenges this assumption by proposing that during peak hours or for customers who are unlikely to get served within a reasonable time frame, the firm should consider applying tactics to skillfully guide them to quit the wait. We examine the effects of apologies and explanations on customer emotional and behavioral responses to waiting in a telephone queue setting. In two field studies and two lab studies, we find that apologies with a high-control explanation (which indicates that the firm has a high degree of control over the situation) versus a low-control explanation, result in greater attribution of locus to the service provider. In turn, this leads to greater customer call abandonment but, crucially, will not generate additional negative emotions from customers. Our study offers a new research angle by incorporating an operational perspective into customer experience management. Our findings can be applied to help service providers better manage the flow of customer calls while avoiding negative customer sentiments. Journal: The Service Industries Journal Pages: 851-872 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2092614 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2092614 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:851-872 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2086977_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Setareh Katircioglu Author-X-Name-First: Setareh Author-X-Name-Last: Katircioglu Author-Name: Salih Katircioglu Author-X-Name-First: Salih Author-X-Name-Last: Katircioglu Title: The role of tourism in environmental pollution: evidence from Malta Abstract: This article searches the effects of tourism development on emission pollutants in Malta using (1) the autoregressive distributed lag approach and (2) two datasets which are annual data from 1971 to 2018 and quarterly data from 1990Q1 tı 2018Q4 as per data availability. Findings confirm that tourism, energy usage, and carbon dioxide emissions are in a long-term equilibrium relationship; carbon emissions converge rapidly towards the long-term equilibrium path through tourism and energy consumption channels. Findings also reveal that growth in tourism results in significant changes in energy consumption and, therefore, in CO2 emissions. Tourism has positive effects on carbon emissions in shorter periods. Still, these effects turn out to be harmful in the more extended periods beyond the peak point of carbon emissions which correspond to 1,063,213 million tourists. Therefore, this study strongly confirms the existence of an inverted U-shaped Environmental Kuznets Curve hypothesis for Malta. Journal: The Service Industries Journal Pages: 813-831 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2086977 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2086977 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:813-831 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2113780_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Ying Zhou Author-X-Name-First: Ying Author-X-Name-Last: Zhou Author-Name: Fumitaka Furuoka Author-X-Name-First: Fumitaka Author-X-Name-Last: Furuoka Author-Name: Sameer Kumar Author-X-Name-First: Sameer Author-X-Name-Last: Kumar Title: Promoting electronic customer-to-customer interaction: evidence from social commerce sites Abstract: Social commerce facilitates communication among customers worldwide and promotes electronic customer-to-customer interaction (eCCI). Considerable research has been undertaken on consumer behaviour, but the understanding of the factors that drive eCCI is limited, particularly in the social commerce context. This limitation arises from a lack of theoretical frameworks to account for such behaviour. By using motivation–opportunity–ability (MOA) theory, this study aims to observe how MOA theory constructs (intrinsic motivation, perceived self-efficacy and tie strength with other customers) integrate and impact eCCI. A survey method is utilised to collect data, and structural equation modelling is used with 359 customers from social commerce sites in China. Results demonstrate that eCCI behaviour is strongly determined by intrinsic motivation, perceived self-efficacy and tie strength with other customers. Among these factors, intrinsic motivation partially mediates the association between perceived self-efficacy and eCCI. Moreover, tie strength with other customers moderates the relationship between intrinsic motivation and eCCI. Overall, this study introduces a new way of assessing eCCI and reports eCCI behaviour as a new and dynamic approach to explore how its outcomes can be enhanced in social commerce marketing. Such outcomes may help social commerce and service providers in delivering their services. Journal: The Service Industries Journal Pages: 873-899 Issue: 11-12 Volume: 44 Year: 2024 Month: 09 X-DOI: 10.1080/02642069.2022.2113780 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2113780 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:11-12:p:873-899 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2362831_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Zhu Yao Author-X-Name-First: Zhu Author-X-Name-Last: Yao Author-Name: Zhengde Xiong Author-X-Name-First: Zhengde Author-X-Name-Last: Xiong Title: The impact of family-like employee-organization relationship on unethical pro-family behavior Abstract: Unethical pro-family behavior is a prevalent, costly, and generally discreet employee activity in firms; however, there is limited research on the topic. Based on the self-classification theory, we collected three waves of data from employees of two firms in China to explore the influences of family-like employee-organizational relationship on unethical pro-family behavior (Study 1) and the boundary conditions between them (Study 2). The results of Study 1 showed that the family-like employee-organizational relationship had a significant negative impact on unethical pro-family behavior, with the relationship between the family-like employee-organizational relationship and unethical pro-family behavior mediated by both relational and transactional psychological contracts. Study 2 reconfirmed the findings of Study 1 and also found that differential leadership strengthened the positive impact of the family-like employee-organizational relationship on the relational psychological contract (from the perspective of ‘insiders’). Overall, the findings of the study explain why, how, and when employees exhibit unethical pro-family behavior. Journal: The Service Industries Journal Pages: 710-734 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2362831 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2362831 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:710-734 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2359077_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Sanaz Vatankhah Author-X-Name-First: Sanaz Author-X-Name-Last: Vatankhah Author-Name: Vahideh Bamshad Author-X-Name-First: Vahideh Author-X-Name-Last: Bamshad Author-Name: Hasan Evrim Arici Author-X-Name-First: Hasan Evrim Author-X-Name-Last: Arici Author-Name: Yanqing Duan Author-X-Name-First: Yanqing Author-X-Name-Last: Duan Title: Ethical implementation of artificial intelligence in the service industries Abstract: This study employs a systematic literature review (SLR) combined with bibliometric analysis to investigate the ethical implementation of Artificial Intelligence (AI) in the service industries. This research uncovers key challenges such as privacy, bias, transparency, and accountability, emphasizing the critical need for ethical AI practices in service sectors handling sensitive customer data. Findings reveal that AI's ethical implementation is crucial in areas like decision support, customer engagement, automation, and new service development. The analysis provides actionable insights into enablers, including ethical guidelines, human oversight, comprehensive training, and adaptive organizational culture, which are essential for unlocking AI's potential and mitigating risks. The study offers a roadmap for future research, advocating interdisciplinary collaboration, customer co-creation in ethical frameworks, and sector-specific policy adaptation, ultimately aiming to build responsible and trustworthy AI in the service industries. Journal: The Service Industries Journal Pages: 661-685 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2359077 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2359077 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:661-685 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2355614_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Muhammad Junaid Author-X-Name-First: Muhammad Author-X-Name-Last: Junaid Author-Name: Muzhar Javed Author-X-Name-First: Muzhar Author-X-Name-Last: Javed Author-Name: Khalid Hussain Author-X-Name-First: Khalid Author-X-Name-Last: Hussain Author-Name: Khaldoon Nusair Author-X-Name-First: Khaldoon Author-X-Name-Last: Nusair Title: Responsible brand leadership in services: fostering love, ethics, and empowerment Abstract: Recognizing the absence of clear guidance from marketing literature on the most effective leadership approach for brands, this study explores how brands, akin to human leaders, can strategically adopt responsible leadership. Thus, current research conceptualizes and examines responsible brand leadership's direct and indirect effects on brand-related variables, including brand love, positive ethical judgment, and customer empowerment. Moreover, it examines the influence of ethical judgment and customer empowerment on brand love. The proposed framework was tested in restaurant contexts due to its dynamic nature. Data from 358 diners were collected via a structured questionnaire, and hypotheses were tested using MPlus 8.3. This study establishes responsible brand leadership as a viable construct and offers compelling evidence that it leads to positive outcomes. Multigroup analysis further validates the effectiveness of responsible leadership across gender and restaurant type. Brand managers can adopt responsible brand leadership for enhanced brand reputation and positive customer relationships. Journal: The Service Industries Journal Pages: 686-709 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2355614 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2355614 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:686-709 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2370038_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Eileen Bridges Author-X-Name-First: Eileen Author-X-Name-Last: Bridges Title: Ethics in services: an historical perspective and new research arcs Journal: The Service Industries Journal Pages: 621-633 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2370038 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2370038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:621-633 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2359651_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Samuel Petros Sebhatu Author-X-Name-First: Samuel Petros Author-X-Name-Last: Sebhatu Author-Name: Qusay Hamdan Author-X-Name-First: Qusay Author-X-Name-Last: Hamdan Author-Name: Raymond P. Fisk Author-X-Name-First: Raymond P. Author-X-Name-Last: Fisk Title: Conceptualizing service ethics for the complexity of modern service interactions Abstract: The emergence of digital service platforms enabled numerous interaction effects that remain largely unexplored, especially when it comes to the intended or unintended impacts on non-customers. This article conceptualises service ethics for modern interactions enabled by digital service platforms. The conceptual framework is illustrated through two narratives of non-customers intentionally and unintentionally exploited by customer interactions enabled by digital service platforms. By integrating theoretical insights with illustrative narratives, this article demonstrates the potential impact of digital service platforms on non-customer well-being, highlighting instances of exploitation and unintended consequences. This study advances service research by focusing on non-customers who might experience intentional or unintentional exploitation. Furthermore, this article outlines a future research agenda for exploring and advancing the understanding of service ethics along with implications for fostering ethical business practices and shaping ethical societal norms. Journal: The Service Industries Journal Pages: 766-788 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2359651 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2359651 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:766-788 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2353613_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Mark Anthony Camilleri Author-X-Name-First: Mark Anthony Author-X-Name-Last: Camilleri Author-Name: Lina Zhong Author-X-Name-First: Lina Author-X-Name-Last: Zhong Author-Name: Mark S. Rosenbaum Author-X-Name-First: Mark S. Author-X-Name-Last: Rosenbaum Author-Name: Jochen Wirtz Author-X-Name-First: Jochen Author-X-Name-Last: Wirtz Title: Ethical considerations of service organizations in the information age信息时代服务组织的道德思考 Abstract: Few researchers sought to identify the most popular themes of study that promote ethical leadership in service organizations. This paper addresses this knowledge gap in the academic literature. Its research objectives are threefold: (i) first, it identifies and extracts high impact articles on service ethics published in the last 5 years; (ii) second, it presents the results from a thematic analysis, to shed light on research paradigms and areas of study focused on this topic; (iii) third, it advances theoretical and practical implications. In sum, this article raises awareness on ethical and social responsibilities of service organizations in an age where they are utilizing disruptive technologies, including artificial intelligence (AI), big data and analytics, as well as with sharing economy platforms, among others. The findings indicate that they are expected to conduct sustainability accounting, reporting and assurance of their environmental, social and governance (ESG) performance, to prove their legitimacy with stakeholders, among other responsibilities. Journal: The Service Industries Journal Pages: 634-660 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2353613 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2353613 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:634-660 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2361291_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240209T083504 git hash: db97ba8e3a Author-Name: Chenchen Weng Author-X-Name-First: Chenchen Author-X-Name-Last: Weng Author-Name: Ruizhi Yuan Author-X-Name-First: Ruizhi Author-X-Name-Last: Yuan Author-Name: Dandan Ye Author-X-Name-First: Dandan Author-X-Name-Last: Ye Author-Name: Bo Huang Author-X-Name-First: Bo Author-X-Name-Last: Huang Author-Name: Jiyao Xun Author-X-Name-First: Jiyao Author-X-Name-Last: Xun Title: Leveraging responsible artificial intelligence to enhance salespeople well-being and performance Abstract: While artificial intelligence (AI) technologies have emerged as powerful tools for improving sales encounters and performance, the negative impacts of AI on frontline service employees are inevitable. However, research on responsible AI and its influence on frontline service employees’ well-being and performance from an ethical perspective is scarce. In this study, we draw on the ethics-of-care perspective to uncover the impact of responsible AI on frontline service employees’ well-being and sales outcomes. We designed two-stage data collection by surveying employees (N = 322) in the AI-related industry and used partial least squares structural equation modeling for data analysis. The results show that organizations’ ethics-of-care behaviors guided by responsible AI principles and values positively influence frontline service employees’ well-being, ultimately driving adaptive and customer-oriented selling activities and enhancing sales performance. This study contributes to the literature on responsible AI and frontline service employees’ well-being. Journal: The Service Industries Journal Pages: 735-765 Issue: 9-10 Volume: 44 Year: 2024 Month: 07 X-DOI: 10.1080/02642069.2024.2361291 File-URL: http://hdl.handle.net/10.1080/02642069.2024.2361291 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:9-10:p:735-765 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2126837_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Shih-Hao Liu Author-X-Name-First: Shih-Hao Author-X-Name-Last: Liu Title: Work-leisure conflict and emotional labor in hospitality: a moderated-mediation model Abstract: This study examined the relationship between work-leisure conflict and emotional labor and tested the moderated-mediation effect of the need for recovery under different levels of supervisor support. It was based on a sample of 529 Taiwan front-line hospitality employees. The results indicate that work-leisure conflict is positively related to surface acting but negatively related to deep acting. The impact of work-leisure conflict on surface acting and deep acting is mediated by the need for recovery. However, this mediating effect is moderated by supervisor support. The results suggest that front-line employees’ work-leisure conflict issues are relevant to, and should be supported by, hospitality industry managers. In practical terms, these findings have significant implications for promoting inclusive and sustainable employment and decent performance for all in hospitality industry. Journal: The Service Industries Journal Pages: 970-992 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2126837 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2126837 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:970-992 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2128779_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Xinhua Guan Author-X-Name-First: Xinhua Author-X-Name-Last: Guan Author-Name: Jinhong Gong Author-X-Name-First: Jinhong Author-X-Name-Last: Gong Author-Name: Qiangqiang Liu Author-X-Name-First: Qiangqiang Author-X-Name-Last: Liu Author-Name: Tzung-Cheng Huan Author-X-Name-First: Tzung-Cheng Author-X-Name-Last: Huan Title: Constructing a value co-destruction behavior scale in business-to-customer service context Abstract: This paper develops a value co-destruction behavior (VCDB) scale in the business-to-customer (B2C) service context. It uses a multi-method and multistage design, which is consistent with the method of developing and validating psychometric scales. That is, in the first stage, we focus on the development of measurement items designed to reflect the conceptual attributes of VCDB. The second stage determines whether the measurement items are established as an indicator of VCDB and whether their reliability values are acceptable. The third stage tests to what extent the measured items represent the structure of VCDBs and their reliability and convergent and discriminant validity. Finally, the nomological validity of the VCDB scale is tested. Through qualitative induction and three quantitative studies, this study constructed a multidimensional VCDB scale, composed of bad employee resource integration behavior, bad customer resource integration behavior, bad employee interpersonal interaction behavior and bad customer interpersonal interaction behavior. Journal: The Service Industries Journal Pages: 949-969 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2128779 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2128779 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:949-969 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2119222_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Chelsea Phillips Author-X-Name-First: Chelsea Author-X-Name-Last: Phillips Author-Name: Rebekah Russell-Bennett Author-X-Name-First: Rebekah Author-X-Name-Last: Russell-Bennett Author-Name: Marek Kowalkiewicz Author-X-Name-First: Marek Author-X-Name-Last: Kowalkiewicz Title: The physical frictionless experience: a slippery slope for experience memorability of retail services? Abstract: Service industries are increasingly creating physical frictionless experiences to reduce effort for customers so they are able to ‘just walk out’. However, frictionless experiences can reduce memorability which can in turn reduce share of wallet. The purpose of this paper is to explore the relationship between customer effort and experience memorability in a just-walk-out physical frictionless experience. Interviews were conducted with 30 customers using a simulated frictionless retail experience. The data were analyzed using thematic analysis. This study found that a just-walk-out physical frictionless experience consists of transferable positive and negative effort with physical, cognitive, and interpersonal components. A second finding was that the reduction of customer effort is facilitated by removing high interpersonal effort which is associated with a more forgettable, or slippery, experience. Individual differences that appear to play a role in desire for effortful human interaction, shopping value type, attitude towards technology and age were identified. Journal: The Service Industries Journal Pages: 919-948 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2119222 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2119222 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:919-948 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2127689_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Jasmine A.L. Yeap Author-X-Name-First: Jasmine A.L. Author-X-Name-Last: Yeap Author-Name: Say Keat Ooi Author-X-Name-First: Say Keat Author-X-Name-Last: Ooi Author-Name: Emily H.T. Yapp Author-X-Name-First: Emily H.T. Author-X-Name-Last: Yapp Author-Name: Navhina Ramesh Author-X-Name-First: Navhina Author-X-Name-Last: Ramesh Title: Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms Abstract: The democratisation of online commerce and calls for sustainable fashion consumption have led consumers to turn to consumer-to-consumer (C2C) online platforms for second-hand clothing. Grounded on the Integrative Model of Behavioural Prediction (IMBP), this study sought to establish the necessary motivations affecting one’s attitude and intention towards purchasing second-hand clothing on C2C platforms. Based on the data gathered from 303 users of C2C platforms and analysed using Partial Least Squares Structural Equation Modelling, it was revealed that sustainability motivations, economic motivations, and situational frugality positively affects attitude and in turn attitude, along with perceived norms and self-efficacy determines one’s intention to purchase second-hand clothing on C2C platforms. Furthermore, performance risk and social risk negatively moderates the relationship between attitude and intention to purchase second-hand clothing on C2C platforms. As such, this paper offers theoretical and practical implications for both IMBP and second-hand clothing purchase on C2C platforms. Journal: The Service Industries Journal Pages: 993-1017 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2127689 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2127689 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:993-1017 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2138356_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Mingzhuo Wang Author-X-Name-First: Mingzhuo Author-X-Name-Last: Wang Author-Name: S. Mostafa Rasoolimanesh Author-X-Name-First: S. Mostafa Author-X-Name-Last: Rasoolimanesh Author-Name: Puvaneswaran Kunasekaran Author-X-Name-First: Puvaneswaran Author-X-Name-Last: Kunasekaran Author-Name: Yuzong Zhao Author-X-Name-First: Yuzong Author-X-Name-Last: Zhao Title: Understanding over-ordering behaviour in social dining: integrating mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model Abstract: Food waste in the hospitality sector has become a global issue. Although over-ordering behaviour has been recognised as a primary source of food waste at restaurants, limited research has focused on its underlying mechanisms. Given the void, this study aims to investigate over-ordering behaviour in social dining by integrating the construct of mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model (NAM) in the context of China’s ‘Clean Plate’ campaign. Data were collected from 651 respondents through an online survey and analysed using partial least squares-structural equation modelling (PLS-SEM). This study provides empirical evidence that China’s ‘Clean Plate’ campaign effectively alters people’s personal norms but fails to change the prevailing over-ordering custom significantly. Additionally, this study shows that subjective descriptive norm and sense of ‘Mianzi’ significantly affect over-ordering behaviour, while the effects of the personal norm and subjective injunctive norm are insignificant. Particularly, the findings indicate that the ‘Mianzi’ culture is still the main influencing factor of over-ordering behaviour. By incorporating mass media exposure and sense of ‘Mianzi’ into NAM, this study is of great theoretical significance to the food waste literature and of valuable practical significance to the hospitality industry. Journal: The Service Industries Journal Pages: 1018-1037 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2138356 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2138356 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:1018-1037 Template-Type: ReDIF-Article 1.0 # input file: FSIJ_A_2138357_J.xml processed with: repec_from_jats12.xsl darts-xml-transformations-20240625T135222 git hash: cf9af5b024 Author-Name: Rui Baptista Author-X-Name-First: Rui Author-X-Name-Last: Baptista Author-Name: António Sérgio Ribeiro Author-X-Name-First: António Sérgio Author-X-Name-Last: Ribeiro Author-Name: Syeda Nimra Batool Author-X-Name-First: Syeda Nimra Author-X-Name-Last: Batool Author-Name: Cheng-Feng Cheng Author-X-Name-First: Cheng-Feng Author-X-Name-Last: Cheng Author-Name: Sascha Kraus Author-X-Name-First: Sascha Author-X-Name-Last: Kraus Title: Entrepreneurial team diversity and start-up growth in consulting and hospitality Abstract: This study examines how human capital diversity in entrepreneurial teams relates to new venture growth in two distinct service industries: hospitality and knowledge-based consultancy. Drawing on longitudinal linked employer-employee data from Portugal, we use large representative samples of start-ups founded and managed by entrepreneurial dyads to identify configurations of team members’ human capital resources linked to high venture growth. We find that high-growth entrepreneurial dyads are strongly homogeneous in hospitality but rather more diverse in knowledge-based consulting. We propose that differences in successful entrepreneurial teams across these sectors are likely associated with industry context concerning human capital requirements and environmental uncertainty: while team homogeneity succeeds in the relatively stable environment of hospitality services, volatility in knowledge-based consulting favors greater diversity. Journal: The Service Industries Journal Pages: 1038-1060 Issue: 13-14 Volume: 44 Year: 2024 Month: 10 X-DOI: 10.1080/02642069.2022.2138357 File-URL: http://hdl.handle.net/10.1080/02642069.2022.2138357 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:taf:servic:v:44:y:2024:i:13-14:p:1038-1060