Abstracts
Abstracts
| Title of Abstract | ||
| Rejendra Nargundkar*, Veena Singh | Titan Eye + : Case Study of a New Service Brand | Download |
| Sanjaya S Gaur, Yingzi Xu* | Patient's Interpretation of Doctor's Behaviours and its Impact on Relationship with the Doctor | Download |
| Aamir Khan*, Hugh Wilson | Market Orientation, Customer Value Orientation and Firm Performance | Download |
| Shubhra Verma*, Atik Gupta, Ruhi Khanna | Service Quality Performance Measurement | Download |
| Sundar G. Bharadwaj, Kapil Tuli* | The Moderating Role of Earnings on the Impact of Brand Quality on Stock Returns, Idiosyncratic Risk, and Systematic Risk | Download |
| Mark S Rosenbaum*, Gianfranco Walsh | Unmasking Family Allowances: A Theory of Service Nepotism | Download |
| Jyh-Shen Chiou*, Su-Yu Zou, Ivy Lu | You Do the Service But They Take the Order | Download |
| Anitesh Barua*, Deepa Mani, Andrew B Whinston | Creating or Destroying Long-Term Firm Value Through IT and Business Process Outsourcing? | Download |
| Hua Ye*, Ashly Markose, Atreyi Kankanhalli | Assessing E-Service Performance: A Customer Value Perspective | Download |
| Thomas Dotzela*, Venkatesh Shankarb, Leonard L. Berry | Service Innovations, Customer Satifaction, and Firm Value: Asymmetries Between Internet-Enabled and Non-Internet-Enabled Service Innovations | Download |
* indicates paper presenter
Submitted Abstracts
| Title of Abstract | ||
| Dan Bin, Song Han, Tong Jie | Research on Outsourcing Contract for Cooperative Services Under Double Moral Hazard | Download |
| Bruno Horst, Angelika Futing | Service Excellence - Customer and Management Insights of Services in Germany | Download |
| Robert Johnston | Defining Excellent Service | Download |
| V Kumar, L Batista, Roger Maull | The Impact of Operations Performance on Customer Loyalty | Download |
| Shashi Matte, Valerie Folkes | Consumers' Perceptions of Offshored Customer Service: Cross-Over or Cross-Out? | Download |
| Shashi Matta, Debbie MacInnis, Vanessa Patrick | Shame and Guilt in Consumption: Implications for Health Care Service Providers | Download |
| Roger Maull, P Godsiff | A Systems Approach to Services | Download |
| Asif Salam | Managing Healthcare Service Excellence Through Process Improvement | Download |
| Anjana Susarla, Anitesh Barua | Task Interdependence, Modularity and Contract Choice in IT Service Outsourcing | Download |
| Rhett H Walker | The Impact of Blueprinting on Service Quality and Quality of Life | Download |
| Stefan Worm, Wolfgang Ulaga, David Zitzlsperger | Understanding the Value Created by Customer Solutions | Download |
| Nick Yip | How Do Attributes of Co-Creation Impact on the Pricing of Services? | Download |
| Zhang Xumei, Liu Chunyan, Shen Nali | Research on Risk and Countermeasure of Knowledge Transfer in IT Service Outsourching | Download |
