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
  
• Brian G. Mackie, Charles E. Downing:
  Viability of electronic service offerings: user satisfaction in the business-to-employee market. 14-24
  
• Charles A. Shoniregun:
  An investigation of information systems project failure and its implication on organisations. 25-41
  
• Robert Kapanen:
  Customer relationship management and service delivery. 42-55
  
• 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
  
• Liu Jian, ShiHua Ma:
  Research on values of safety factor coordination under random supply. 90-99
  
• John Mylonakis:
  Positioning communication strategies of Greek shipping companies relating to ferry passenger markets. 100-110
  

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
  
• John Mylonakis:
  Bank market conceptual maps: customers' perceptions of Hellenic financial services. 140-150
  
• Giorgio Gottardi, Ettore Bolisani, Matteo Di Biagi:
  Electronic commerce and open communities: an assessment of internet EDI. 151-169
  
• Tser-yieth Chen, Ji-jenn Chiou:
  Forecasting the development of internet security technology in Taiwan via scenario analysis. 170-180
  
• Prasanta Kumar Dey, S. Hariharan, Stephen O. Ogunlana:
  Information system planning in a drug service: a case study. 181-205
  
• Vesa Kamarainen, Mikko Punakivi:
  Unattended reception a business opportunity? 206-220
  

Volume 5, Number 3, 2004

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

Volume 5, Number 4, 2004

• Patrick Ibbotson, Martin Fahy:
  The impact of e-commerce on small Irish firms. 317-332
  
• John Mylonakis:
  Mass customisation: the prospects and the limits of a useful marketing tool, as evaluated by two opposite business endeavours. 333-345
  
• 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
  
• Feng-Hsiung Hou:
  A research on the relationship between internet usage and organisational performance in South Korean electronic commerce organisations. 362-371
  
• M. Guisado-Tato, M. Vila-Alonso, C. Ferro-Soto:
  Structural analysis of the shipbuilding industry based on transaction cost theory. 372-384
  
• Alberto De Toni, Stefano Tonchia:
  Measuring and managing after-sales service: Aprilia's experience. 385-393
  
• Adnan Ozyilmaz, Daniel Berg:
  Auditing entrepreneurial service innovations. 394-429
  

Volume 5, Number 5/6, 2004

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