The Service Industries Journal, Volume 40, Issue 15-16 (2020)

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The Service Industries Journal, Volume 40, Issue 15-16 (2020)

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Articles

Article
Trust theory and customer services research: theoretical review and synthesis
Neve Isaeva, Kira Gruenewald & Mark N. K. Saunders
Pages: 1031-1063
Published online: 22 Jun 2020
AbstractforTrust theory and customer services research: theoretical review and synthesis | Full Text | References | PDF (2.6 MB) | EPUB
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Article
The genealogy of service innovation: the research field tells its own story
Marina Figueiredo Moreira, George Kuk, Tomas de Aquino Guimaraes & Pedro Henrique Melo Albuquerque
Pages: 1064-1086
Published online: 09 Mar 2020
AbstractforThe genealogy of service innovation: the research field tells its own story | Full Text | References | PDF (1.9 MB) | EPUB | Supplemental
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Article
Multichannel integration along the customer journey: a systematic review and research agenda
Lily (Xuehui) Gao, Iguacel Melero & F. Javier Sese
Pages: 1087-1118
Published online: 12 Aug 2019
AbstractforMultichannel integration along the customer journey: a systematic review and research agenda | Full Text | References | PDF (3.4 MB) | EPUB
  • 3752 Views
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Article
Market turbulence and service innovation in hospitality: examining the underlying mechanisms of employee and organizational resilience
Dagnachew L. Senbeto & Alice H. Y. Hon
Pages: 1119-1139
Published online: 28 Feb 2020
AbstractforMarket turbulence and service innovation in hospitality: examining the underlying mechanisms of employee and organizational resilience | Full Text | References | PDF (1.9 MB) | EPUB
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Article
Corporate social responsibility authenticity from the perspective of restaurant consumers
Minseong Kim & Svetlana Stepchenkova
Pages: 1140-1166
Published online: 13 May 2020
AbstractforCorporate social responsibility authenticity from the perspective of restaurant consumers | Full Text | References | PDF (2.3 MB) | EPUB
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Article
Experience vs quality: predicting satisfaction and loyalty in services
Gurel Cetin
Pages: 1167-1182
Published online: 16 Aug 2020
AbstractforExperience vs quality: predicting satisfaction and loyalty in services | Full Text | References | PDF (1.3 MB) | EPUB
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