The Service Industries Journal, Volume 32, Issue 1 (2012)

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The Service Industries Journal, Volume 32, Issue 1 (2012)

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Editorials

Editorial
Editorial
Eileen Bridges
Pages: 1-3
Published online: 15 Dec 2011
First Page PreviewforEditorial | Full Text | References | PDF (40.3 KB)
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Original Articles

Article
Customer orientation as a buffer against job burnout
Emin Babakus & Ugur Yavas
Pages: 5-16
Published online: 16 Feb 2011
AbstractforCustomer orientation as a buffer against job burnout | Full Text | References | PDF (136.6 KB)
  • 600 Views
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Article
The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty
Sang M. Lee, DonHee Lee & Chang-Yuil Kang
Pages: 17-36
Published online: 15 Dec 2011
AbstractforThe impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty | Full Text | References | PDF (264.7 KB)
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Article
Value-driven customer share of visits
Wansoo Kim, Chihyung Ok & Deborah D. Canter
Pages: 37-58
Published online: 15 Dec 2011
AbstractforValue-driven customer share of visits | Full Text | References | PDF (230.6 KB)
  • 334 Views
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Article
Moderating role of a priori customer–firm relationship in service recovery situations
Wansoo Kim, Chihyung Ok & Deborah D. Canter
Pages: 59-82
Published online: 22 Sep 2010
AbstractforModerating role of a priori customer–firm relationship in service recovery situations | Full Text | References | PDF (167.9 KB)
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Article
Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies
Rodolfo Vázquez-Casielles, Víctor Iglesias & Concepción Varela-Neira
Pages: 83-103
Published online: 13 Jan 2011
AbstractforService recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies | Full Text | References | PDF (184.3 KB)
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Article
The role of customer affection and trust in loyalty rebuilding after service failure and recovery
Suna La & Beomjoon Choi
Pages: 105-125
Published online: 16 Feb 2011
AbstractforThe role of customer affection and trust in loyalty rebuilding after service failure and recovery | Full Text | References | PDF (165.1 KB)
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Article
A framework for new solution development: an adaptive search perspective
Bongsug (Kevin) Chae
Pages: 127-149
Published online: 02 Feb 2011
AbstractforA framework for new solution development: an adaptive search perspective | Full Text | References | PDF (160 KB)
  • 420 Views
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Article
Multiple stakeholders and middle managers: the role of the hotel financial controller
Cathy Burgess
Pages: 151-169
Published online: 10 Feb 2011
AbstractforMultiple stakeholders and middle managers: the role of the hotel financial controller | Full Text | References | PDF (137.9 KB)
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