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International Journal of Service Industry Management
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506
Papers 506
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This Reader brings together a first-class collection of refereed articles from leading academics in the field of services management and is a welcome collection of important work. Beginning with an impressive introduction, the book places individual articles in five sensible and relevant sections: The Classics; Service Experiences; Service Quality and Satisfaction; Service Management; and Services Marketing in Context. Each section includes between five and seven articles, ranging from original ...
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#1Lars Witell (Linköping University)H-Index: 26
#2Andrew Gustafsson (Karlstad University)H-Index: 40
Last. Saara BraxH-Index: 13
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#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 18
#2Sara Rosengren (HHS: Stockholm School of Economics)H-Index: 15
Purpose – The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction.Design/methodology/approach – An experimental design was used in which participants (N=220) were randomly allocated to one of four service encounters. Two variables were manipulated; the service worker with whom the participant interacted had either a neutral facial expression or a smiling facial expression, and the service worker was either ...
72 CitationsSource
#1Dana Yagil (University of Haifa)H-Index: 23
#2Gil Luria (University of Haifa)H-Index: 20
Last. Iddo Gal (University of Haifa)H-Index: 16
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Purpose – The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles.Design/methodology/approach – Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support).Findings – The results show that CSE...
54 CitationsSource
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Top fields of study
Service quality
Business
Marketing
Customer satisfaction
Public relations
Service design