TOC: Service Bus
Introduction
Service Business, 11(1)
Franchisor market power and control rights in franchise systems: the case of Major League Baseball versus the Los Angeles Dodgers
Richard S. Brown
Does quality management improve performance or vice versa? Evidence from the hotel industry
Juan José Tarí, Jorge Pereira-Moliner, Eva M. Pertusa-Ortega, María D. López-Gamero & José F. Molina-Azorín
Open innovation and growth in IT sector
Anna-Leena Asikainen & Giovanni Mangiarotti
The effect of self-checkout quality on customer satisfaction and repatronage in a retail context
Teresa Fernandes & Rui Pedroso
The effects of perceived value on loyalty: the moderating effect of market orientation adoption
Ana Isabel Polo Peña, Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina
Customer-to-customer interactions on customer citizenship behavior
Jin Ho Jung & Jay Jaewon Yoo
Development of a scale to measure the quality of mobile location-based services
Jun-Yeon Heo & Kwang-Jae Kim
Designing a tool for service-dominant strategies using action design research
Egon Lüftenegger, Marco Comuzzi & Paul W. P. J. Grefen
The identification of new service opportunities: a case-based morphological analysis
Hakyeon Lee, Hyunju Seol, Hyejong Min & Youngjung Geum
Key success factors for mobile app platform activation
Sang M. Lee, Na Rang Kim & Soon Goo Hong