The Service Industries Journal, Volume 29, Issue 11 (2009)

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The Service Industries Journal, Volume 29, Issue 11 (2009)

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Original Articles

Article
Who are the online grocers?
Tak-Kee Hui & David Wan
Pages: 1479-1489
Published online: 28 Oct 2009
AbstractforWho are the online grocers? | Full Text | References | PDF (101.8 KB)
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Article
Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector
Seung-Kyu Rhee & June-Young Rha
Pages: 1491-1512
Published online: 28 Oct 2009
AbstractforPublic service quality and customer satisfaction: exploring the attributes of service quality in the public sector | Full Text | References | PDF (154.5 KB)
  • 3068 Views
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Article
An integrated model of customer social exchange relationship: the moderating role of customer experience
Youjae Yi & Taeshik Gong
Pages: 1513-1528
Published online: 28 Oct 2009
AbstractforAn integrated model of customer social exchange relationship: the moderating role of customer experience | Full Text | References | PDF (290.6 KB)
  • 1326 Views
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Article
Exploration of lead factors affecting service recovery
Wen-Bao Lin
Pages: 1529-1546
Published online: 28 Oct 2009
AbstractforExploration of lead factors affecting service recovery | Full Text | References | PDF (234.4 KB)
  • 284 Views
  • 7 CrossRef citations
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Article
Zone of tolerance for banks: a diagnostic model of service quality
Halil Nadiri, Jay Kandampully & Kashif Hussain
Pages: 1547-1564
Published online: 28 Oct 2009
AbstractforZone of tolerance for banks: a diagnostic model of service quality | Full Text | References | PDF (175.7 KB)
  • 1515 Views
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Article
Cross-country comparison of intellectual capital performance of commercial banks in Asian economies
Chaur-Shiuh Young, Hwan-Yann Su, Shih-Chieh Fang & Shyh-Rong Fang
Pages: 1565-1579
Published online: 28 Oct 2009
AbstractforCross-country comparison of intellectual capital performance of commercial banks in Asian economies | Full Text | References | PDF (105.3 KB)
  • 526 Views
  • 62 CrossRef citations
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Article
The effects of relational bonds on online customer satisfaction
Yi-Ling Chen & Hung-Chang Chiu
Pages: 1581-1595
Published online: 28 Oct 2009
AbstractforThe effects of relational bonds on online customer satisfaction | Full Text | References | PDF (109.5 KB)
  • 859 Views
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Article
Price dispersion of online air tickets for short distance international routes
Pei-Chun Lin, Chen-Cheng Chen & Mei-Hui Song
Pages: 1597-1613
Published online: 28 Oct 2009
AbstractforPrice dispersion of online air tickets for short distance international routes | Full Text | References | PDF (322.9 KB)
  • 232 Views
  • 11 CrossRef citations
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Article
Power perceptions and modes of complaining in higher education
Avinandan Mukherjee, Mary Beth Pinto & Neeru Malhotra
Pages: 1615-1633
Published online: 28 Oct 2009
AbstractforPower perceptions and modes of complaining in higher education | Full Text | References | PDF (145.4 KB)
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