Issue 2/2014
Content (10 Articles)
Empirical Article
Performance effects of aligning service innovation and the strategic use of information technology
Hui-Ling Huang
Empirical article
Complaint, patience, and neglect: responses to a dissatisfying service experience
Heejung Ro
Empirical article
Determinates of financial behavior: insights into consumer money attitudes and financial literacy
Tsui-Yii Shih, Sheng-Chen Ke
Empirical Article
Moderating effects of the fit between service tangibilization and organizational performance
Jeongwook Khang, Yung-Mok Yu, Hong-Hee Lee
Empirical Article
Performance evaluation of CPA firms in Taiwan from the perspective of industry-specific client groups
Chia-Chi Lee
Empirical Article
A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies
Seyed Yaghoub Hosseini, Alireza Ziaei Bideh
Empirical Article
Managing innovation and creativity in organizations: an empirical study of service industries in Taiwan
Chung-Jen Wang, Chang-Yen Tsai
Empirical Article
Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?
Juan José Tarí, Iñaki Heras-Saizarbitoria, Gavin Dick
Empirical Article
The cost (and the value) of customer attire: linking high- and low-end dress styles to service quality and prices offered by service employees
Iris Vilnai-Yavetz, Shaked Gilboa
Empirical Article
How do personality interactions affect service quality? the perspective of processing efficiency theory
Ching-I Teng, Tzu-Wei Liu