Journal of Services Research

Publishes articles on service marketing, service operations, service human resources and organizational design, and more.

Articles from Vol. 8, No. 1, April-September

Citizen Surveys Impact on Decisions in Local Government
The new 'customer oriented' approach in local government significantly relies on the use of citizens surveys. Anyway, it is not clear how satisfaction ratings should be incorporated into the decision-making activity. This is mainly due to the fact that...
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Client-Vendor-End User Triad: A Service Quality Model for Is/ites Outsourcing
The paper positions service quality in IS/ITES outsourcing with respect to the service operations/ service marketing literature. It identifies unique features of IS/ ITES outsourcing service quality, and makes a case for a new paradigm to understand...
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Do Loyal and More Involved Customers Reciprocate Retailer's Relationship Efforts?
This study develops and empirically tests a model for examination of the impact of different relationship efforts made by a retailer (financial bonding, social bonding, and structural bonding) on key relationship marketing outcomes (trust, relationship...
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How Do Consumers Evaluate Brand Extensions - Research Findings from India
In today's intense competitive environment, companies launch new products to satisfy constantly changing consumers' preferences. The new products are prone to failures due to many factors. Companies take efforts to reduce new product failure rates to...
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Indian Entrepreneurs: An Empirical Investigation of Entrepreneur's Age and Firm Entry, Type of Ownership and Risk Behavior
The main purpose of this paper is to present an empirical analysis of the sequence relating the firm entry, type of ownership and risk behavior which in turn depends upon the age of the entrepreneurs. The data is drawn from 70 entrepreneurs engaged in...
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Institutional Structure Leading to the Similarity and Disparity in Innovation Inducement in Eu 15 Countries-Finnish Conspicuous Achievement Triggered by Nokia's It Driven Global Business
The EU is composed of the European countries with many different traditions and languages, but also with shared values and cultures. There are many similarities and disparities in institutions among the EU member countries. In recent years, the EU has...
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The Case for Organised Agri-Retail - the Indian Imperative
This paper looks into the antecedents of farm produce distribution and consumption in India, the evolving organized retailing and the ensuing movement against such moves in various states of India. For the purposes of this paper the term farm produce...
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The Paradox of a Service-Oriented Economy for Sustainability: Co-Evolution between Innovation and Resources Effectuation by a Global Complement
A service-oriented economy is expected to play a significant role in relieving the constraints on an economy by means of information substitution for constrained production factors such as energy. However, contrary to such an expectation, the dramatic...
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The Utilization of E-Commerce by Traditional Supermarkets in the UK through Strategic Alliances with Internet Based Companies
The objective of this paper is to examine the strategic utilization of electronic commerce by traditional supermarkets through strategic alliance with Internet based companies. The paper explores how a clicks and bricks alliance can transform the traditional...
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Using Psychographic Dimensions to Discriminate between Men and Women Executives: An Empirical Analysis
Around the globe, there seems to be a male dominated managerial model in organisations. In spite of tremendous improvement in the status of women in society in the last several decades, most middle and top management positions are still held by men,...
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