Ausgabe 2/2015
Inhalt (9 Artikel)
Call for Papers
Service business track at INBAM, Barcelona, 2014 “Service Design and Technology”
Johan Versendaal, José M. Merigó
Empirical Article
Using customer contact centres as relationship marketing instruments
Zanna van der Aa, Josée Bloemer, Jörg Henseler
Empirical article
The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry
Enrique Bigné, Carla Ruiz, Luisa Andreu, Blanca Hernandez
Empirical article
Innovation management capabilities in rural and urban knowledge intensive business services: empirical evidence
Cristina Fernandes, João J. Ferreira, Carla S. Marques
Empirical article
The antecedents and influences of airline loyalty programs: the moderating role of involvement
Edward Shih-Tse Wang, Lily Shui-Lien Chen, I. Fei Chen
Open Access
Empirical article
Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery
Yong-sook Lee, Woo-jin Shin
Empirical article
Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes
Jesús Cambra-Fierro, Iguácel Melero-Polo, Javier Sese
Empirical Article
Self-customization of online service environments by users and its effect on their continuance intention
Youn Jung Kang, Won Jun Lee
Empirical article
Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation
Aizzat Mohd. Nasurdin, Noor Hazlina Ahmad, Cheng Ling Tan