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, 2008

Citizen Surveys Impact on Decisions in Local Government
INTRODUCTIONA major shift from a pure 'efficiency orientation' to a more comprehensive 'customer orientation' has been characterising the public sector in the last two decades (Kouzmin et al. 1999). The very use of the term 'customer' by local authority...
Client-Vendor-End User Triad: A Service Quality Model for Is/ites Outsourcing
INTRODUCTIONBPO is the delegation of an IT-intensive business process to an external provider who owns, administers and manages it, according to a defined set of metrics (Gartner, 2004). Today, ITES is a global phenomenon and this industry in the service...
Do Loyal and More Involved Customers Reciprocate Retailer's Relationship Efforts?
INTRODUCTIONProviding qualified services is considered an essential strategy for success and survival in today's competitive environment (Dawkins and Reichheld, 1990; Parasuraman, Zeithaml and Berry, 1985; Reichheld and Sasser, 1990; Zeithaml, Parasuraman...
How Do Consumers Evaluate Brand Extensions - Research Findings from India
INTRODUCTIONThe ever-changing market characteristics have huge impact on the corporate decisions. The global environment also poses several complexities to the marketer in understanding the market. The companies constantly develop newer marketing strategies...
Indian Entrepreneurs: An Empirical Investigation of Entrepreneur's Age and Firm Entry, Type of Ownership and Risk Behavior
INTRODUCTIONThe term entrepreneur originated in French economics as early as the 16th century where it was originally used to refer to military leaders, architects, contractors and organizers of musical or other entertainment. Thus, the term in its early...
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
(ProQuest: ... denotes formulae omitted.)INSTRDUCTIONWith its enlargement in May 2004, the European Union (EU) embraces 25 countries and 450 million people. Now the EU has a significant power not only in its member countries but also in the world, as...
The Case for Organised Agri-Retail - the Indian Imperative
INTRODUCTIONRetail sales in India of farm produce such as - cereals, millets, edible oils, fruits and vegetables etc. has traditionally been in the hands of small retailers and vendors who would typically buy their stocks from local wholesalers within...
The Paradox of a Service-Oriented Economy for Sustainability: Co-Evolution between Innovation and Resources Effectuation by a Global Complement
INTRODUCTIONIn line with the increasing constraints in the resources and environmental capacity together with the increasing preference in shifting from materials to services, the share of service industry has been increasing substantially in industrialized...
The Utilization of E-Commerce by Traditional Supermarkets in the UK through Strategic Alliances with Internet Based Companies
INTRODUCTIONElectronic commerce (e-commerce) is the buying and selling of goods and services via the Internet. E-commerce supports an entire range of activities viz. product design, manufacturing, advertising, product support, commercial transactions...
Using Psychographic Dimensions to Discriminate between Men and Women Executives: An Empirical Analysis
INTRODUCTIONThe rapid industrialisation of the Indian economy, the spread of education together with changes in attitudes towards employment of women, delayed marriage, and government support of working women are factors that have enabled women to come...
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