The Service Industries Journal, Volume 32, Issue 2 (2012)

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The Service Industries Journal, Volume 32, Issue 2 (2012)

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Original Articles

Article
Job quality in the customer contact centre: conceptual foundation and scale development
Zanna van Dun, Josée Bloemer & Jörg Henseler
Pages: 171-196
Published online: 14 Dec 2010
AbstractforJob quality in the customer contact centre: conceptual foundation and scale development | Full Text | References | PDF (155.8 KB)
  • 397 Views
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Article
The influence of internet customer reviews on the online sales and prices in hotel industry
Hulisi Öğüt & Bedri Kamil Onur Taş
Pages: 197-214
Published online: 17 Jan 2011
AbstractforThe influence of internet customer reviews on the online sales and prices in hotel industry | Full Text | References | PDF (369.5 KB)
  • 7249 Views
  • 255 CrossRef citations
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Article
Performance assessment of Nigerian banks pre and post consolidation: evidence from a Bayesian approach
A. George Assaf, Carlos Barros & Ade Ibiwoye
Pages: 215-229
Published online: 15 Dec 2011
AbstractforPerformance assessment of Nigerian banks pre and post consolidation: evidence from a Bayesian approach | Full Text | References | PDF (120 KB)
  • 364 Views
  • 19 CrossRef citations
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Article
Investigating the determinants of travel blogs influencing readers' intention to travel
Hsiu-Yuan Wang
Pages: 231-255
Published online: 03 Jun 2011
AbstractforInvestigating the determinants of travel blogs influencing readers' intention to travel | Full Text | References | PDF (232.6 KB)
  • 2248 Views
  • 39 CrossRef citations
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Article
The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective
Shih-Chieh Chuang, Yin-Hui Cheng, Chai-Jung Chang & Shun-Wen Yang
Pages: 257-271
Published online: 15 Dec 2011
AbstractforThe effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective | Full Text | References | PDF (192.3 KB)
  • 4798 Views
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Article
Seeking efficiency through productisation: a case study of small KIBS participating in a productisation project
Katriina Valminen & Marja Toivonen
Pages: 273-289
Published online: 13 Jan 2011
AbstractforSeeking efficiency through productisation: a case study of small KIBS participating in a productisation project | Full Text | References | PDF (200.5 KB)
  • 489 Views
  • 17 CrossRef citations
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Article
Knowledge-exchange strategies between KIBS firms and their clients
Réjean Landry, Nabil Amara & David Doloreux
Pages: 291-320
Published online: 17 Dec 2010
AbstractforKnowledge-exchange strategies between KIBS firms and their clients | Full Text | References | PDF (156.4 KB)
  • 802 Views
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Article
An integrated solution for benchmarking using DEA, gray entropy, and Borda count
Wei-Wen Wu
Pages: 321-335
Published online: 24 Feb 2011
AbstractforAn integrated solution for benchmarking using DEA, gray entropy, and Borda count | Full Text | References | PDF (184.1 KB)
  • 283 Views
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