International Journal of Service Industry Management

Revisiting the smiling service worker and customer satisfaction
pp. 552-574(23)
Authors: Söderlund, Magnus; Rosengren, Sara

Stressors and resources in customer service roles: Exploring the relationship between core self-evaluations and burnout
pp. 575-595(21)
Authors: Yagil, Dana; Luria, Gil; Gal, Iddo

Exploring tools for learning about customers in a service setting
pp. 596-620(25)
Authors: Wägar, Karolina

Development of an integrated product-service roadmap with QFD: A case study on mobile communications
pp. 621-638(18)
Authors: An, Yoonjung; Lee, Sungjoo; Park, Yongtae

Revisit service classification to construct a customer-oriented integrative service model
pp. 639-661(23)
Authors: Liu, Chun-Hsien; Wang, Chu-Ching; Lee, Yueh-Hua

An examination of the impact of cultural orientation and familiarity in service encounter evaluations
pp. 662-681(20)
Authors: Patterson, Paul G.; Mattila, Anna S.