Special issue: Service interfaces and service strategy

International Journal of Services Technology and Management 14(2/3) 2010

• The relationship-service-profit chain: conceptual framework and propositions
• Quantitative models for service quality strategy implementation
• Management of multi-purpose stadiums: importance and performance measurement of service interfaces
• Service employee behaviour: the role of compliance and risk taking
• Stereotypes of Taiwanese salespeople at the service interface
• Empowerment and role stress in the human interface between the firm and its markets
• Adoption of technologies in industrial after-sales services across cultures
• Customer interfaces in the accommodation industry – enhancing and constraining factors of IT adoption
• Self-service technology and the moderating effects of consumer characteristics