International Journal of Service Industry Management
Papers 506
1 page of 51 pages (506 results)
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 ...
#1L M Bobbitt (UT: University of Tennessee)H-Index: 1
#2Pratibha A. Dabholkar (UT: University of Tennessee)H-Index: 23
Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal theories to explain the pivotal role of attitudes in influencing intentions and behavior related to technology‐based self‐service. The framework makes it possible to understand and predict better consumer decisions related to using technology‐base...
#1Lars Witell (Linköping University)H-Index: 25
#2Andrew Gustafsson (Karlstad University)H-Index: 37
Last.Saara BraxH-Index: 12
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Purpose – The purpose of the paper is to explore how frontline contact persons appropriate and use learning tools from the socio‐cultural context for learning about customers in their everyday work.Design/methodology/approach – The study utilises an ethnographic‐research approach involving participant observations, informal conversations, and interviews among car salespersons and service advisors at a car‐retailing company.Findings – The study comes to two main conclusions. First, learning tools...