This empirical study provides a thorough measurement analysis of the LibQUAL+™ scale for measuring library service quality. In particular, the study assesses the unidimensionality of the scale, the scale's psychometric properties and its factor structure. Data were gathered using a...

This paper is a first attempt to identify patterns and dynamics of innovation in experience service firms building on a survey of Danish experience firms. The paper shows that innovation in experience service firms takes place in an open and interactive process drawing on many sources of...

In Denmark, the government has formulated a policy for creating a household service market by introducing economic support to Home Service firms. This political attempt at creating a market is analysed. Theoretically, it can test Gershuny's theory that households do their own housework by using...

The article discusses two issues. The first is whether service firms innovate at all; the second is how they organise the innovation activities. The basis for the analysis is a series of case studies in Danish service firms. The first issue is discussed theoretically. Of the several paradigms...

This article theoretically discusses innovation in the experience economy and presents a taxonomy of experience firms according to their dynamic drivers. On the basis of the taxonomy, more principal innovation lines are suggested. Three central issues are discussed. The three issues are:...

This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores...

This paper provides a critical analysis of European service research. The paper reviews the state of service research in 1991 and critically evaluates the subsequent two decades of academic research. The paper then identifies key research challenges that must be addressed over the next decade....

This article explores the role of some traditional locational factors in explaining business services concentration at the European regional level. The link between (mainly innovative) business services and income, density, the role of the service economy or qualifications, among other...

This paper reviews and analyses the rationale for an innovation policy in services. It focuses on the relevance of the various categories of market and system failures, on the basis of economic arguments and some empirical evidence at EU level. Results show that market and system failures affect...

This paper revisits the recent debate and evidence on productivity in services. Firstly, it discusses the main works analysing developments and impacts of services productivity in growth and overall productivity. Secondly, new data is presented concerning Baumol's ‘cost disease’ and the...