International Journal of Service Industry Management

Title Publication Date Language Citations
Key strategies for the successful involvement of customers in the co‐creation of new technology‐based services2008/08/08English214
Customer satisfaction and its consequences on customer behaviour revisited1998/05/01English214
Past progress and future directions in conceptualizing customer perceived value2005/09/01English194
The validity of the SERVQUAL and SERVPERF scales2007/10/16English184
Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes1998/05/01English180
Modeling service encounters and customer experiential value in retailing2007/08/14English176
IT‐based services and service quality in consumer banking2002/03/01English174
Customer equity considerations in service recovery: a cross‐industry perspective2000/03/01English172
Measuring customer loyalty with multi‐item scales2006/01/01English169
New modes of innovation1995/08/01English169
Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions2000/08/01English168
“Lean” service: in defense of a production‐line approach1998/08/01English167
Mass customization: conceptual underpinnings, opportunities and limits1995/05/01English165
Evaluative and relational influences on service loyalty2001/10/01English163
Customization of the service experience: the role of the frontline employee1996/05/01English163
Understanding consumer motivation and behavior related to self‐scanning in retailing2003/03/01English162
The role of technology readiness in customers' perception and adoption of self‐service technologies2006/10/01English159
From Scientific Management to Service Management1994/03/01English156
Service Breakdowns: A Study of Critical Incidents in an Airline1992/12/01English155
Internet retail customer loyalty: the mediating role of relational benefits2003/12/01English153
The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider2004/09/01English149
Applying the service profit chain in a retail environment2000/08/01English146
The zone of tolerance1995/05/01English145
Analyzing service failures and recoveries: a process approach2001/03/01English144
Gender differs: assessing a model of online purchase intentions in e‐tail service2005/12/01English143
Contact personnel, physical environment and the perceived corporate image of intangible services by new clients2002/08/01English141
A process theory of relationship ending2002/05/01English136
The loyalty ripple effect1999/08/01English134
Technology‐enabled service delivery2002/03/01English133
Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior2006/01/01English131