The Service Industries Journal, Volume 32, Issue 12 (2012)

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The Service Industries Journal, Volume 32, Issue 12 (2012)

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Articles

Article
Customer satisfaction and qualities in public service: an intermediary customer perspective
June-Young Rha
Pages: 1883-1900
Published online: 23 May 2011
AbstractforCustomer satisfaction and qualities in public service: an intermediary customer perspective | Full Text | References | PDF (225.2 KB)
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Article
Antecedents of market orientation in semi-public service organizations: a study of Dutch housing associations
Robert A.W. Kok & Paul H. Driessen
Pages: 1901-1921
Published online: 18 May 2011
AbstractforAntecedents of market orientation in semi-public service organizations: a study of Dutch housing associations | Full Text | References | PDF (149.9 KB)
  • 365 Views
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Article
Rethinking the theory of the hospital: a knowledge-based view
Chen-Wei Yang, Shih-Chieh Fang & Julia L. Lin
Pages: 1923-1936
Published online: 01 Feb 2011
AbstractforRethinking the theory of the hospital: a knowledge-based view | Full Text | References | PDF (91.1 KB)
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Case studies and practical applications

Article
‘Balanced Scorecard’ as an operation-level strategic planning tool for service innovation
Chih-Ming Arthur Luo, Hung-Fan Chang & Chi-Hung Su
Pages: 1937-1956
Published online: 16 May 2011
Abstractfor‘Balanced Scorecard’ as an operation-level strategic planning tool for service innovation | Full Text | References | PDF (232.5 KB)
  • 841 Views
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Article
Seasonal employees' intention to return and do more than expected
Ellen Alverén, Tommy D. Andersson, Karin Eriksson, Mette Sandoff & Wajda Wikhamn
Pages: 1957-1972
Published online: 03 Jun 2011
AbstractforSeasonal employees' intention to return and do more than expected | Full Text | References | PDF (181.4 KB)
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Article
Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study
Hsien-Tang Ko, Hsi-Peng Lu & Hueiju Yu
Pages: 1973-1990
Published online: 02 Feb 2011
AbstractforComparative analysis of experience-oriented customer needs based on the Kano model: an empirical study | Full Text | References | PDF (341.3 KB)
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Article
The true managerial efficiency of international tourist hotels in Taiwan: three-stage data envelopment analysis
Jonchi Shyu & Sheng-Chieh Hung
Pages: 1991-2004
Published online: 16 Jun 2011
AbstractforThe true managerial efficiency of international tourist hotels in Taiwan: three-stage data envelopment analysis | Full Text | References | PDF (94.9 KB)
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Article
Service, investment, and risk management performance in commercial banks
Chih-Ching Yang
Pages: 2005-2025
Published online: 06 Feb 2012
AbstractforService, investment, and risk management performance in commercial banks | Full Text | References | PDF (468.7 KB)
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