Table of contents
How do you measure what you can't define?: The current state of loyalty measurement and management
Lerzan AksoyThis research aims to provide a synthesis of the normative prescriptions from the scientific literature as it relates to customer loyalty tracking and an evaluation of how close…
Explaining why employee‐customer orientation influences customers' perceptions of the service encounter
Gabriel Gazzoli, Murat Hancer, BeomCheol (Peter) KimThe purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting.
Relative importance of satisfaction dimensions on service performance: A developing country context
Kwabena Frimpong, Alan WilsonThis paper seeks to examine the relevance of some existing Western motivation and job design theories in explaining employees' service performance, termed service orientation in…
Service‐dominant networks: An evolution from the service‐dominant logic perspective
Helge LöblerThis article seeks to advance a novel service network perspective, based on the service‐dominant logic, designated as service‐dominant networks (SDN).
A service science approach for improving healthy food experiences
Dominik Mahr, Nikos Kalogeras, Gaby Odekerken‐SchröderInsufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. The purpose of this article is to adopt a value‐in‐use…
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ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully