The Service Industries Journal, Volume 27, Issue 6 (2007)

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The Service Industries Journal, Volume 27, Issue 6 (2007)

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Original Articles

Article
Mixed Findings on the Service Recovery Paradox
Chihyung OkKi-Joon BackCarol W. Shanklin
Pages: 671-686
Published online: 22 Aug 2007
AbstractforMixed Findings on the Service Recovery Paradox | Full Text | References | PDF (208.8 KB)
  • 1141 Views
  • 43 CrossRef citations
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Article
Pricing of Payment Services: A Comparative Analysis of Paper-based Banking and Electronic Banking
Göran Bergendahl & Ted Lindblom
Pages: 687-707
Published online: 22 Aug 2007
AbstractforPricing of Payment Services: A Comparative Analysis of Paper-based Banking and Electronic Banking | Full Text | References | PDF (227.4 KB)
  • 232 Views
  • 4 CrossRef citations
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Article
An Empirical Approach to Service Classification for Productivity Management Studies
Farhad Shafti, Robert Van Der Meer & Terry Williams
Pages: 709-730
Published online: 22 Aug 2007
AbstractforAn Empirical Approach to Service Classification for Productivity Management Studies | Full Text | References | PDF (426.6 KB)
  • 556 Views
  • 16 CrossRef citations
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Article
The Balanced Scorecard and Strategic Control: A Hotel Case Study Analysis
P.A. Phillips
Pages: 731-746
Published online: 22 Aug 2007
AbstractforThe Balanced Scorecard and Strategic Control: A Hotel Case Study Analysis | Full Text | References | PDF (135.7 KB)
  • 3020 Views
  • 31 CrossRef citations
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Article
From Service to Experience: Understanding and Defining the Hospitality Business
Nigel Hemmington
Pages: 747-755
Published online: 22 Aug 2007
AbstractforFrom Service to Experience: Understanding and Defining the Hospitality Business | Full Text | References | PDF (65.5 KB)
  • 8787 Views
  • 200 CrossRef citations
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Article
The Impact of Outsourcing Strategies on Information Systems Capabilities in the Hotel Industry
Tomás F. Espino-Rodríguez & Antonia M. Gil-Padilla
Pages: 757-777
Published online: 22 Aug 2007
AbstractforThe Impact of Outsourcing Strategies on Information Systems Capabilities in the Hotel Industry | Full Text | References | PDF (127 KB)
  • 429 Views
  • 17 CrossRef citations
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Article
Implementation and Outcomes of Customer Value: A Dyadic Perspective
Shu-Ching Chen & Pascale G. Quester
Pages: 779-794
Published online: 22 Aug 2007
AbstractforImplementation and Outcomes of Customer Value: A Dyadic Perspective | Full Text | References | PDF (129.9 KB)
  • 181 Views
  • 6 CrossRef citations
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Article
Student Satisfaction Index in Portuguese Public Higher Education
Helena Alves And & Mário Raposo
Pages: 795-808
Published online: 22 Aug 2007
AbstractforStudent Satisfaction Index in Portuguese Public Higher Education | Full Text | References | PDF (221.8 KB)
  • 436 Views
  • 23 CrossRef citations
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Article
Network Dynamics and the Internationalisation Process of Small Advertising Agencies
Dev K. Boojihawon
Pages: 809-829
Published online: 22 Aug 2007
AbstractforNetwork Dynamics and the Internationalisation Process of Small Advertising Agencies | Full Text | References | PDF (3.5 MB)
  • 434 Views
  • 24 CrossRef citations
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