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Journal Articles

Relationships, the role of individuals and knowledge flows in the internationalisation of service firms

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Valerie Lindsay, Doren Chadee, Jan Mattsson, Robert Johnston, Bruce Millett
Journal: Journal of Service Management
International Journal of Service Industry Management (2003) 14 (1): 7–35.
https://doi.org/10.1108/09564230310465976
Published: 01 March 2003
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Journal Articles

Communication dynamics in the service encounter: A linguistic study in a hotel conference department

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Jan Mattsson, Marten J. den Haring
Journal: Journal of Service Management
International Journal of Service Industry Management (1998) 9 (5): 416–435.
https://doi.org/10.1108/09564239810238839
Published: 01 December 1998
View article titled, Communication dynamics in the service encounter: A linguistic study in a hotel conference department
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Journal Articles

A comparison of service delivery processes of different complexity

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Peter J. Danaher, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1998) 9 (1): 48–63.
https://doi.org/10.1108/09564239810199941
Published: 01 March 1998
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Journal Articles

Analysis, planning, improvisation and control in the development of new services

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Bo Edvardsson, Lars Haglund, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1995) 6 (2): 24–35.
https://doi.org/10.1108/09564239510084923
Published: 01 May 1995
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Journal Articles

Cumulative Encounter Satisfaction in the Hotel Conference Process

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Peter J. Danaher, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1994) 5 (4): 69–80.
https://doi.org/10.1108/09564239410068715
Published: 01 October 1994
View article titled, Cumulative Encounter Satisfaction in the Hotel Conference Process
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Journal Articles

A Management Control Model Based on the Customer Service Process

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Hakan Kullven, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1994) 5 (3): 14–25.
https://doi.org/10.1108/09564239410064043
Published: 01 August 1994
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Journal Articles

Quality Blueprints of Internal Producer Services

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Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1993) 4 (1): 66–80.
https://doi.org/10.1108/09564239310024994
Published: 01 March 1993
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Journal Articles

A Service Quality Model Based on an Ideal Value Standard

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Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1992) 3 (3): 18–33.
https://doi.org/10.1108/09564239210015148
Published: 01 September 1992
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