Issue 3/2015
Content (10 Articles)
Review Article
Seeking an innovation structure common to both manufacturing and services
Rafael Cáceres, Joaquin Guzmán
Theoretical article
Value network analysis for complex service systems: a case study on Taiwan’s mobile application services
Juite Wang, Jung-Yu Lai, Li-Chun Hsiao
Empirical Article
The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance
Chongho Lee, Myungsook An, Yonghwi Noh
Empirical article
Spending more time with the customer: service-providers’ behavioral discretion and call-center operations
Luria Gil, Gal Iddo, Yagil Dana
Empirical article
Organizational empowerment and service strategy in manufacturing
Yuanqiong He, Hongyi Sun, Kin Keung Lai, Yun Chen
Empirical article
The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention
Minseok Choi, Kyeongseok Han, Jeongil Choi
Open Access
Empirical article
Market segmentation variables as moderators in the prediction of business tourist retention
Magdalena Petronella Swart, Gerhard Roodt
Empirical article
Interpersonal service quality of the Chinese: determinants and behavioral drivers
James O. Stanworth, Ryan Shuwei Hsu, Huo-Tsan Chang
Empirical article
Exploring mobile banking services for user behavior in intention adoption: using new hybrid MADM model
Ming-Tsang Lu, Gwo-Hshiung Tzeng, Hilary Cheng, Chih-Cheng Hsu
Empirical Article
A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage
Sang-Gun Lee, Chang-Gyu Yang, Sin-Bok Lee, Jae-Beom Lee