International Journal of Service Industry Management 

About: International Journal of Service Industry Management is an academic journal. The journal publishes majorly in the area(s): Service (business) & Service quality. It has an ISSN identifier of 0956-4233. Over the lifetime, 484 publications have been published receiving 69674 citations.

Managing the transition from products to services

Abstract: Management literature is almost unanimous in suggesting to manufacturers that they should integrate services into their core product offering. The literature, however, is surprisingly sparse in describing to what extent services should be integrated, how this integration should be carried out, or in detailing the challenges inherent in the transition to services. Reports on a study of 11 capital equipment manufacturers developing service offerings for their products. Focuses on identifying the dimensions considered when creating a service organization in the context of a manufacturing firm, and successful strategies to navigate the transition. Analysis of qualitative data suggests that the transition involves a deliberate developmental process to build capabilities as firms shift the nature of the relationship with the product end‐users and the focus of the service offering. The report concludes identifying implications of our findings for further research and practitioners.

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

Abstract: Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Abstract: Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically using structural equation modeling. The data used in the study are included in The Norwegian Customer Satisfaction Barometer. The paper concludes by claiming that for complex services, corporate image and customer satisfaction are not two separate routes to customer loyalty. Corporate image impacts customer loyalty directly whereas customer satisfaction does not. This finding was consistent with high and low service expertise. These results challenge the disconfirmation paradigm which predicts customer satisfaction as the primary route to customer loyalty. From a managerial perspective, information regarding the relative strength of the two routes is vital with regard to resource allocation in order to improve customer loyalty.

Managing Customer Relationships for Profit: The Dynamics of Relationship Quality

Abstract: Addresses customer‐relationship economic issues, more specifically the link between service quality and profitability from a relationship marketing and management perspective. In this perspective the task of marketing is not only to establish customer relationships, but also to maintain and enhance them in order to improve customer profitability. In the service quality literature higher quality is assumed to lead to customer satisfaction, which leads to customer loyalty and this drives customer profitability. The framework highlights factors that, in addition to service quality and customer satisfaction, influence the links between service quality and profitability. Also discusses aspects of improving the profitability of relationships, such as enhancing relationship revenues through higher degrees of patronage concentration, and reducing relationship cost by changing the episode configuration of customer relationships.

Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination

Abstract: Examines the relationship between four key post‐purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business‐to‐business professional services. Attempts to disaggregate performance into its component multiple dimensions, and assess the individual impact of each on post‐purchase evaluation processes. Shows that the effect of perceived value on repurchase intentions is completely mediated through satisfaction. Confirms six performance dimensions, each having a significant impact on both value and satisfaction and adds new insight to our understanding of the respective roles of perceived value, satisfaction and post‐purchase intentions.