International Journal of Services Technology and Management (IJSTM), Volume 5

Volume 5, Number 1, 2004

Xiaoni Zhang, Victor R. Prybutok:
An empirical study of online shopping: a service perspective. 1-13
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Brian G. Mackie, Charles E. Downing:
Viability of electronic service offerings: user satisfaction in the business-to-employee market. 14-24
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Charles A. Shoniregun:
An investigation of information systems project failure and its implication on organisations. 25-41
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Robert Kapanen:
Customer relationship management and service delivery. 42-55
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Kai-chiu Ho, Patrick Chi-leung Hui, Xiao-ming Tao, Philip Kwok-wing Yeung:
Measuring the technological development of textiles and clothing industry in Hong Kong: evaluation of key indicators. 56-89
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Liu Jian, ShiHua Ma:
Research on values of safety factor coordination under random supply. 90-99
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John Mylonakis:
Positioning communication strategies of Greek shipping companies relating to ferry passenger markets. 100-110
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Volume 5, Number 2, 2004

Raman Manandhar, John C. S. Tang:
An empirical study on the evaluation of bank branch performance using data envelopment analysis. 111-139
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John Mylonakis:
Bank market conceptual maps: customers' perceptions of Hellenic financial services. 140-150
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Giorgio Gottardi, Ettore Bolisani, Matteo Di Biagi:
Electronic commerce and open communities: an assessment of internet EDI. 151-169
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Tser-yieth Chen, Ji-jenn Chiou:
Forecasting the development of internet security technology in Taiwan via scenario analysis. 170-180
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Prasanta Kumar Dey, S. Hariharan, Stephen O. Ogunlana:
Information system planning in a drug service: a case study. 181-205
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Vesa Kamarainen, Mikko Punakivi:
Unattended reception a business opportunity? 206-220
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Volume 5, Number 3, 2004

James A. Fitzsimmons, Edward Anderson, Douglas Morrice, G. Edward Powell:
Managing service supply relationships. 221-232
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Daniel Arias-Aranda, Maria J. Alvarez-Gil:
Long and short-term effects of customisation on the service operations strategy. 233-246
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Jyh-Jeng Wu:
Marketing's influence and cross-functional interaction in e-commerce. 247-262
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Noel D. Uri:
Service quality and the impact of incentive regulation in telecommunications in the USA. 263-283
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Rodney McAdam, Ian O'Neill:
The impact of the QUEST quality award on the public leisure sector. 284-301
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Colin Combe:
A comparative analysis of the regulatory and business implications of broadband rollout for the USA and the UK communications industries. 302-311
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Daniel Berg, Norman G. Einspruch:
The service role of government in streamlining opportunities for construction permitting in disaster recovery. 312-315
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Volume 5, Number 4, 2004

Patrick Ibbotson, Martin Fahy:
The impact of e-commerce on small Irish firms. 317-332
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John Mylonakis:
Mass customisation: the prospects and the limits of a useful marketing tool, as evaluated by two opposite business endeavours. 333-345
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Joe Cheng, Ya-Wen Yu, Min-Jen Tsai, Gwo-Hsiung Tzeng:
Setting a business strategy to weather the telecommunications industry downturn by using fuzzy MCDM. 346-361
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Feng-Hsiung Hou:
A research on the relationship between internet usage and organisational performance in South Korean electronic commerce organisations. 362-371
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M. Guisado-Tato, M. Vila-Alonso, C. Ferro-Soto:
Structural analysis of the shipbuilding industry based on transaction cost theory. 372-384
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Alberto De Toni, Stefano Tonchia:
Measuring and managing after-sales service: Aprilia's experience. 385-393
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Adnan Ozyilmaz, Daniel Berg:
Auditing entrepreneurial service innovations. 394-429
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Volume 5, Number 5/6, 2004

Albert Corominas, Amaia Lusa, Rafael Pastor:
Characteristics and classification of the annualised working hours planning problems. 435-447
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Alfonso Durán:
Lean potential of network-enabled remote service outsourcing: spatio-temporal decoupling and resource flexibility. 448-464
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Angel Martinez Sanchez, Manuela Perez Perez:
The use of lean indicators for operations management in services. 465-478
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B. P. Lingaraj, Joseph N. Khamalah:
Total quality management in small well-established service businesses. 479-487
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Uday M. Apte, Chon-Huat Goh:
Applying lean manufacturing principles to information intensive services. 488-506
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Diego Jesus Cuello De Oro Celestino, Luis Miguel Delgado Estirado, Marta Fossas Olalla:
Analysis of the relational capital between logistic partners. 507-521
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Joanne M. Sulek:
Statistical quality control in services. 522-531
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Lluis Cuatrecasas:
A lean management implementation method in service operations. 532-544
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Par Ahlstrom:
Lean service operations: translating lean production principles to service operations. 545-564
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Fernando Enrique Garcia Muina, Gregorio Martin De Castro, Pedro Lopez Saez:
A measurement model of technological knowledge in professional firms. 565-578
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P. K. Dey, S. Hariharan, A. Y. Kumar, H. S. L. Moseley:
Performance measurement of intensive care services in hospitals: the case of Barbados. 579-595
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Sung-Eui Cho, Kwangtae Park, Jonguk Kim:
Taxonomy of services and its relationship with operations and strategy in electronic commerce. 596-611
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