| nr |
titel |
auteur |
tijdschrift |
jaar |
jaarg. |
afl. |
pagina('s) |
type |
| 1 |
A Bayesian Network Model of the Consumer Complaint Process
|
Blodgett, Jeffrey G.
|
|
2000
|
|
4 |
p. 321-338
|
artikel
|
| 2 |
Access-Based Services for the Base of the Pyramid
|
Schaefers, Tobias
|
|
2018
|
|
4 |
p. 421-437
|
artikel
|
| 3 |
Ad Hoc Reviewers
|
|
|
2013
|
|
4 |
p. 449-453
|
artikel
|
| 4 |
Ad Hoc Reviewers
|
|
|
2012
|
|
4 |
p. 366-369
|
artikel
|
| 5 |
Ad Hoc Reviewers
|
|
|
2006
|
|
4 |
p. 295-296
|
artikel
|
| 6 |
Ad Hoc Reviewers
|
|
|
2007
|
|
4 |
p. 295-296
|
artikel
|
| 7 |
Ad Hoc Reviewers
|
|
|
2012
|
|
4 |
p. 366-369
|
artikel
|
| 8 |
Agent Recruitment Planning in Knowledge-Intensive Call Centers
|
Bordoloi, Sanjeev K.
|
|
2004
|
|
4 |
p. 309-323
|
artikel
|
| 9 |
All That Glitters Is Not Gold
|
Mende, Martin
|
|
2018
|
|
4 |
p. 405-420
|
artikel
|
| 10 |
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes
|
Van Vaerenbergh, Yves
|
|
2014
|
|
4 |
p. 381-398
|
artikel
|
| 11 |
An Assessment of Equivalence Between Online and Mail Surveys in Service Research
|
Deutskens, Elisabeth
|
|
2006
|
|
4 |
p. 346-355
|
artikel
|
| 12 |
A Neurophysiological Assessment of Consumers’ Emotional Responses to Service Recovery Behaviors
|
Boshoff, Christo
|
|
2012
|
|
4 |
p. 401-413
|
artikel
|
| 13 |
A Neurophysiological Assessment of Consumers’ Emotional Responses to Service Recovery Behaviors: The Impact of Ethnic Group and Gender Similarity
|
Boshoff, Christo
|
|
2012
|
|
4 |
p. 401-413
|
artikel
|
| 14 |
An Examination of Moderator Effects in the Four-Stage Loyalty Model
|
Evanschitzky, Heiner
|
|
2006
|
|
4 |
p. 330-345
|
artikel
|
| 15 |
An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures
|
Wirtz, Jochen
|
|
2003
|
|
4 |
p. 345-355
|
artikel
|
| 16 |
An Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach
|
Smith, Jeffery S.
|
|
2010
|
|
4 |
p. 439-452
|
artikel
|
| 17 |
An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments
|
Chan, Kimmy Wa
|
|
2019
|
|
4 |
p. 371-387
|
artikel
|
| 18 |
Antecedents to Consumer Perceptions of Sacredness in Extended Service Experiences
|
McGinnis, Lee Phillip
|
|
2012
|
|
4 |
p. 476-488
|
artikel
|
| 19 |
Antecedents to Consumer Perceptions of Sacredness in Extended Service Experiences: The Case of Golf
|
McGinnis, Lee Phillip
|
|
2012
|
|
4 |
p. 476-488
|
artikel
|
| 20 |
A Product-Process Matrix for Electronic B2C Operations
|
Heim, Gregory R.
|
|
2001
|
|
4 |
p. 286-299
|
artikel
|
| 21 |
Beyond the Service Process: The Effects of Organizational and Market Factors on Customer Perceptions of Health Care Services
|
Makarem, Suzanne C.
|
|
2014
|
|
4 |
p. 399-414
|
artikel
|
| 22 |
Burdens of Access
|
Hazée, Simon
|
|
2017
|
|
4 |
p. 441-456
|
artikel
|
| 23 |
Can Customers Detect Script Usage in Service Encounters?
|
Victorino, Liana
|
|
2012
|
|
4 |
p. 390-400
|
artikel
|
| 24 |
Can Customers Detect Script Usage in Service Encounters?: An Experimental Video Analysis
|
Victorino, Liana
|
|
2012
|
|
4 |
p. 390-400
|
artikel
|
| 25 |
Cocreation Culture in Health Care Organizations
|
Danaher, Tracey S.
|
|
2016
|
|
4 |
p. 438-457
|
artikel
|
| 26 |
Compensation Revisited
|
Roschk, Holger
|
|
2017
|
|
4 |
p. 393-408
|
artikel
|
| 27 |
Consumer Comfort in Service Relationships
|
Spake, Deborah F.
|
|
2003
|
|
4 |
p. 316-332
|
artikel
|
| 28 |
Customer and Frontline Employee Influence on New Service Development Performance
|
Melton, Horace L.
|
|
2010
|
|
4 |
p. 411-425
|
artikel
|
| 29 |
Customer Efficiency
|
Xue, Mei
|
|
2002
|
|
4 |
p. 253-267
|
artikel
|
| 30 |
Customer Self-Efficacy in Technology-Based Self-Service
|
van Beuningen, Jacqueline
|
|
2009
|
|
4 |
p. 407-428
|
artikel
|
| 31 |
Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure
|
Newton, Joshua D.
|
|
2018
|
|
4 |
p. 389-404
|
artikel
|
| 32 |
Designing Multi-Interface Service Experiences
|
Patrício, Lia
|
|
2008
|
|
4 |
p. 318-334
|
artikel
|
| 33 |
Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay
|
Hansen, Håvard
|
|
2003
|
|
4 |
p. 356-368
|
artikel
|
| 34 |
Doing a Double Take
|
Finn, Adam
|
|
2007
|
|
4 |
p. 372-387
|
artikel
|
| 35 |
Drivers of Service Satisfaction
|
Anderson, Shannon
|
|
2008
|
|
4 |
p. 365-381
|
artikel
|
| 36 |
Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences
|
Schumann, Jan H.
|
|
2010
|
|
4 |
p. 453-468
|
artikel
|
| 37 |
Editorial
|
Rust, Roland
|
|
2005
|
|
4 |
p. 311-312
|
artikel
|
| 38 |
Erratum
|
|
|
2011
|
|
4 |
p. 489-489
|
artikel
|
| 39 |
Erratum
|
|
|
2011
|
|
4 |
p. 489
|
artikel
|
| 40 |
Evaluations of E-Tailers’ Delivery Fulfillment
|
Cao, Yong
|
|
2004
|
|
4 |
p. 347-360
|
artikel
|
| 41 |
Evolutionary Changes in Service Attribute Importance in a Crisis Scenario The Uruguayan Financial Crisis
|
Kim, Moshe
|
|
2009
|
|
4 |
p. 429-440
|
artikel
|
| 42 |
Examining the Penalty Resolution Process: Building Loyalty Through Gratitude and Fairness
|
Xia, Lan
|
|
2013
|
|
4 |
p. 518-532
|
artikel
|
| 43 |
Experiential Purchase Quality
|
Pelletier, Mark J.
|
|
2018
|
|
4 |
p. 456-473
|
artikel
|
| 44 |
Exploring How Intangibility Affects Perceived Risk
|
Laroche, Michel
|
|
2004
|
|
4 |
p. 373-389
|
artikel
|
| 45 |
Factors Influencing the Acceptance of Self-Service Technologies
|
Blut, Markus
|
|
2016
|
|
4 |
p. 396-416
|
artikel
|
| 46 |
Four Positive Effects of a Salesperson’s Regional Dialect in Services Selling
|
Mai, Robert
|
|
2011
|
|
4 |
p. 460-474
|
artikel
|
| 47 |
Four Positive Effects of a Salesperson’s Regional Dialect in Services Selling
|
Mai, Robert
|
|
2011
|
|
4 |
p. 460-474
|
artikel
|
| 48 |
From the Editor: State of the Journal
|
Lemon, Katherine N.
|
|
2010
|
|
4 |
p. 359-361
|
artikel
|
| 49 |
Health Care Customer Value Cocreation Practice Styles
|
McColl-Kennedy, Janet R.
|
|
2012
|
|
4 |
p. 370-389
|
artikel
|
| 50 |
Health Care Customer Value Cocreation Practice Styles
|
McColl-Kennedy, Janet R.
|
|
2012
|
|
4 |
p. 370-389
|
artikel
|
| 51 |
How Customer Satisfaction Affects Employee Satisfaction and Retention in a Professional Services Context
|
Frey, Regina-Viola
|
|
2013
|
|
4 |
p. 503-517
|
artikel
|
| 52 |
How Does Language Matter for Services? Challenges and Propositions for Service Research
|
Holmqvist, Jonas
|
|
2012
|
|
4 |
p. 430-442
|
artikel
|
| 53 |
How Does Language Matter for Services? Challenges and Propositions for Service Research
|
Holmqvist, Jonas
|
|
2012
|
|
4 |
p. 430-442
|
artikel
|
| 54 |
How Effective Are Loyalty Reward Programs in Driving Share of Wallet?
|
Wirtz, Jochen
|
|
2007
|
|
4 |
p. 327-334
|
artikel
|
| 55 |
How Often Versus How Long
|
Dagger, Tracey S.
|
|
2009
|
|
4 |
p. 371-388
|
artikel
|
| 56 |
Image Congruence and the Adoption of Service Innovations
|
Kleijnen, Mirella
|
|
2005
|
|
4 |
p. 343-359
|
artikel
|
| 57 |
“I’m Mad and I Can’t Get That Service Failure Off My Mind”
|
Strizhakova, Yuliya
|
|
2012
|
|
4 |
p. 414-429
|
artikel
|
| 58 |
“I’m Mad and I Can’t Get That Service Failure Off My Mind”: Coping and Rumination as Mediators of Anger Effects on Customer Intentions
|
Strizhakova, Yuliya
|
|
2012
|
|
4 |
p. 414-429
|
artikel
|
| 59 |
Improving Productivity in a Service Business
|
Brown, James R.
|
|
2000
|
|
4 |
p. 339-354
|
artikel
|
| 60 |
Index to Journal of Service Research
|
|
|
2006
|
|
4 |
p. 386-387
|
artikel
|
| 61 |
Ingratiation and Assertiveness in the Service Provider–Customer Dyad
|
Yagil, Dana
|
|
2001
|
|
4 |
p. 345-353
|
artikel
|
| 62 |
Integrating Gap Analysis and Utility Theory in Service Research
|
Bordley, Robert F.
|
|
2001
|
|
4 |
p. 300-309
|
artikel
|
| 63 |
Is There a Dark Side of Ambidexterity? Implications of Dueling Sales and Service Orientations
|
Gabler, Colin B.
|
|
2017
|
|
4 |
p. 379-392
|
artikel
|
| 64 |
Job Characteristics and the Creativity of Frontline Service Employees
|
Coelho, Filipe
|
|
2010
|
|
4 |
p. 426-438
|
artikel
|
| 65 |
Journal of Service Research Special Issue on Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
|
|
|
2012
|
|
4 |
p. 363
|
artikel
|
| 66 |
Journal of Service Research Special Issue on Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
|
|
|
2012
|
|
4 |
p. 363-363
|
artikel
|
| 67 |
Journal of Service Research Special Section on Health Service Research: A Multidisciplinary Perspective
|
Bitner, Mary Jo
|
|
2014
|
|
4 |
p. 359-359
|
artikel
|
| 68 |
JSR Ad Hoc Reviewers
|
|
|
2016
|
|
4 |
p. 357-360
|
artikel
|
| 69 |
JSR Ad Hoc Reviewers
|
|
|
2014
|
|
4 |
p. 362-366
|
artikel
|
| 70 |
JSR Ad Hoc Reviewers
|
|
|
2018
|
|
4 |
p. 385-388
|
artikel
|
| 71 |
JSR Ad Hoc Reviewers
|
|
|
2017
|
|
4 |
p. 341-344
|
artikel
|
| 72 |
JSR Ad Hoc Reviewers
|
|
|
2019
|
|
4 |
p. 349-351
|
artikel
|
| 73 |
JSR Ad Hoc Reviewers 2008
|
|
|
2009
|
|
4 |
p. 319-321
|
artikel
|
| 74 |
JSR Best Article Awards
|
|
|
2011
|
|
4 |
p. 395-395
|
artikel
|
| 75 |
JSR Best Article Awards
|
|
|
2016
|
|
4 |
p. 355
|
artikel
|
| 76 |
JSR Best Article Awards
|
|
|
2011
|
|
4 |
p. 395
|
artikel
|
| 77 |
JSR Best Article Awards
|
|
|
2013
|
|
4 |
p. 447-447
|
artikel
|
| 78 |
JSR Best Article Awards
|
|
|
2014
|
|
4 |
p. 360-360
|
artikel
|
| 79 |
JSR Best Article Awards
|
|
|
2012
|
|
4 |
p. 364
|
artikel
|
| 80 |
JSR Best Article Awards
|
|
|
2017
|
|
4 |
p. 339
|
artikel
|
| 81 |
JSR Best Article Awards
|
|
|
2018
|
|
4 |
p. 383
|
artikel
|
| 82 |
JSR Best Article Awards
|
|
|
2006
|
|
4 |
p. 293-293
|
artikel
|
| 83 |
JSR Best Article Awards
|
|
|
2004
|
|
4 |
p. 307-307
|
artikel
|
| 84 |
JSR Best Article Awards
|
|
|
2007
|
|
4 |
p. 293-293
|
artikel
|
| 85 |
JSR Best Article Awards
|
|
|
2012
|
|
4 |
p. 364-364
|
artikel
|
| 86 |
JSR Best Article Awards
|
|
|
2019
|
|
4 |
p. 347
|
artikel
|
| 87 |
JSR Best Article Awards
|
|
|
2009
|
|
4 |
p. 317-317
|
artikel
|
| 88 |
JSR Best Reviewer Award
|
|
|
2011
|
|
4 |
p. 396-396
|
artikel
|
| 89 |
JSR Best Reviewer Award
|
|
|
2016
|
|
4 |
p. 356
|
artikel
|
| 90 |
JSR Best Reviewer Award
|
|
|
2011
|
|
4 |
p. 396
|
artikel
|
| 91 |
JSR Best Reviewer Award
|
|
|
2013
|
|
4 |
p. 448-448
|
artikel
|
| 92 |
JSR Best Reviewer Award
|
|
|
2014
|
|
4 |
p. 361-361
|
artikel
|
| 93 |
JSR Best Reviewer Award
|
|
|
2017
|
|
4 |
p. 340
|
artikel
|
| 94 |
JSR Best Reviewer Award
|
|
|
2012
|
|
4 |
p. 365
|
artikel
|
| 95 |
JSR Best Reviewer Award
|
|
|
2018
|
|
4 |
p. 384
|
artikel
|
| 96 |
JSR Best Reviewer Award
|
|
|
2012
|
|
4 |
p. 365-365
|
artikel
|
| 97 |
JSR Best Reviewer Award
|
|
|
2004
|
|
4 |
p. 308-308
|
artikel
|
| 98 |
JSR Best Reviewer Award
|
|
|
2006
|
|
4 |
p. 294-294
|
artikel
|
| 99 |
JSR Best Reviewer Award
|
|
|
2007
|
|
4 |
p. 294-294
|
artikel
|
| 100 |
JSR Best Reviewer Award
|
|
|
2019
|
|
4 |
p. 348
|
artikel
|
| 101 |
JSR Best Reviewer Awards
|
|
|
2009
|
|
4 |
p. 318-318
|
artikel
|
| 102 |
JSR's Flagship Status Will Continue Under a New Editor
|
Parasuraman, A.
|
|
2009
|
|
4 |
p. 315-316
|
artikel
|
| 103 |
JSR’s Role as a Flagship Service Journal Continues
|
Parasuraman, A.
|
|
2006
|
|
4 |
p. 291-292
|
artikel
|
| 104 |
JSR Welcomes Modeling Papers and Manuscripts From Multiple Disciplines
|
Parasuraman, A.
|
|
2007
|
|
4 |
p. 291-292
|
artikel
|
| 105 |
Managing Key Business-to-Business Relationships
|
Ryals, Lynette J.
|
|
2007
|
|
4 |
p. 312-326
|
artikel
|
| 106 |
Managing Service Innovation and Interorganizational Relationships for Firm Performance
|
Eisingerich, Andreas B.
|
|
2009
|
|
4 |
p. 344-356
|
artikel
|
| 107 |
Managing the Ethical Climate of Customer-Contact Service Employees
|
Schwepker, Charles H.
|
|
2005
|
|
4 |
p. 377-397
|
artikel
|
| 108 |
Measuring Consumers' Preferences for Metered Pricing of Services
|
Schlereth, Christian
|
|
2011
|
|
4 |
p. 443-459
|
artikel
|
| 109 |
Measuring Consumers' Preferences for Metered Pricing of Services
|
Schlereth, Christian
|
|
2011
|
|
4 |
p. 443-459
|
artikel
|
| 110 |
Measuring the Efficiency of Service Delivery Processes
|
Frei, Frances X.
|
|
1999
|
|
4 |
p. 300-312
|
artikel
|
| 111 |
Misalignment and Its Influence on Integration Quality in Multichannel Services
|
Banerjee, Madhumita
|
|
2014
|
|
4 |
p. 460-474
|
artikel
|
| 112 |
Modeling and Managing Student Loyalty
|
Hennig-Thurau, Thorsten
|
|
2001
|
|
4 |
p. 331-344
|
artikel
|
| 113 |
Modeling the Repatronage Behavior of Business Airline Travelers
|
Harris, Jennifer
|
|
2007
|
|
4 |
p. 297-311
|
artikel
|
| 114 |
Mystery Shopper Benchmarking of Durable-Goods Chains and Stores
|
Finn, Adam
|
|
2001
|
|
4 |
p. 310-320
|
artikel
|
| 115 |
Negotiating Prices for Customized Services
|
Roth, Stefan
|
|
2006
|
|
4 |
p. 316-329
|
artikel
|
| 116 |
Online/In-Store Integration and Customer Retention
|
Bendoly, Elliot
|
|
2005
|
|
4 |
p. 313-327
|
artikel
|
| 117 |
Peer Engagement Behaviors: Conceptualization and Research Directions
|
Lin, Meizhen
|
|
2019
|
|
4 |
p. 388-403
|
artikel
|
| 118 |
Performance Effects of Physicians’ Involvement in Hospital Strategic Decisions
|
Goldstein, Susan Meyer
|
|
2004
|
|
4 |
p. 361-372
|
artikel
|
| 119 |
Pooling Restaurant Reservations to Increase Service Efficiency
|
Thompson, Gary M.
|
|
2008
|
|
4 |
p. 335-346
|
artikel
|
| 120 |
Practitioner Articles in JSR
|
Rust, Roland
|
|
1999
|
|
4 |
p. 299-299
|
artikel
|
| 121 |
Professional Service Providers’ Resource Integration Styles (PRO-RIS)
|
Ng, Sylvia C.
|
|
2016
|
|
4 |
p. 380-395
|
artikel
|
| 122 |
Reality or Perception?
|
Burton, Suzan
|
|
2003
|
|
4 |
p. 292-302
|
artikel
|
| 123 |
Regaining Service Customers
|
Stauss, Bernd
|
|
1999
|
|
4 |
p. 347-361
|
artikel
|
| 124 |
Relationships between Service Providers and Their Impact on Customers
|
Gittell, Jody Hoffer
|
|
2002
|
|
4 |
p. 299-311
|
artikel
|
| 125 |
Satisfiers and Dissatisfiers in the Online Environment
|
Holloway, Betsy Bugg
|
|
2008
|
|
4 |
p. 347-364
|
artikel
|
| 126 |
Seamless Service? On the Role and Impact of Service Orchestrators in Human-Centered Service Systems
|
Danaher, Tracey S.
|
|
2016
|
|
4 |
p. 458-476
|
artikel
|
| 127 |
Securing Frontline Employee Support After an Ethical Scandal
|
von Walter, Benjamin
|
|
2016
|
|
4 |
p. 417-432
|
artikel
|
| 128 |
Selective Halo Effects Arising From Improving the Interpersonal Skills of Frontline Employees
|
Dagger, Tracey S.
|
|
2013
|
|
4 |
p. 488-502
|
artikel
|
| 129 |
Selling with “Satisfaction Guaranteed”
|
Fruchter, Gila E.
|
|
1999
|
|
4 |
p. 313-323
|
artikel
|
| 130 |
Senior Customers' Service Encounter Preferences
|
Grougiou, Vassiliki
|
|
2011
|
|
4 |
p. 475-488
|
artikel
|
| 131 |
Senior Customers' Service Encounter Preferences
|
Grougiou, Vassiliki
|
|
2011
|
|
4 |
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Boshoff, Christo
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Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality
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Jung, Jin Ho
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Service Employee Responses to Angry Customer Complaints
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Jerger, Christina
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Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the Airline Industry
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Keiningham, Timothy L.
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Service Locus of Control
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Bradley, Graham L.
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Service Product Configurations in Electronic Business-to-Consumer Operations
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Heim, Gregory R.
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Service Provider’s Experiences of Service Separation
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Danaher, Tracey S.
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Service Provision through Public-Private Partnerships
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Hill, Ronald Paul
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Service Quality and Price Perceptions by Internet Retail Customers: Linking the Three Stages of Service Interaction
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Cho, Yun Kyung
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Service Quality in Multichannel Services Employing Virtual Channels
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Sousa, Rui
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Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
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Mattila, Anna S.
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Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others
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2019
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Service Research in Health Care
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Danaher, Tracey S.
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Service Robots: Drivers of Perceived Responsibility for Service Outcomes
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Jörling, Moritz
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2019
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Setting Referral Fees in Affiliate Marketing
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Libai, Barak
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Short- and Long-Term Effects of Nonconsciously Processed Ambient Scents in a Servicescape: Findings From Two Field Experiments
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Girard, Anna
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2019
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Should Recommendation Agents Think Like People?
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Aksoy, Lerzan
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Silent Voices
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Chebat, Jean-Charles
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Socializing to Co-Produce: Pathways to Consumers’ Financial Well-Being
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Guo, Lin
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Special Section of the Journal of Service Research
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Striking the Right Balance
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Bolton, Ruth N.
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p. 271-291
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Tailoring to Customers’ Needs: Understanding How to Promote an Adaptive Service Experience With Frontline Employees
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Wilder, Kelly M.
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Technology Readiness Index (Tri)
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Parasuraman, A.
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The Antecedents of Customer Loyalty
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Blackwell, Steven A.
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The Contingency Effect of Service Employee Personalities on Service Climate
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Auh, Seigyoung
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2011
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p. 426-441
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The Contingency Effect of Service Employee Personalities on Service Climate: Getting Employee Perceptions Aligned Can Reduce Personality Effects
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Auh, Seigyoung
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2011
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The Differential Effects of Online Peer Review and Expert Review on Service Evaluations
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Keh, Hean Tat
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The Dynamics Underlying Service Firm—Customer Relationships
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Harris, Lloyd C.
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The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions
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Alexandrov, Aliosha
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The Evolution and Prospects of Service-Dominant Logic
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Wilden, Ralf
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The Four Service Marketing Myths
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Vargo, Stephen L.
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The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings
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The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms
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Walsh, Kate
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The Impact of Vertical Service Line Extensions and Brand Salience on Reciprocal Transfer of Image and Performance Associations
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Boisvert, Jean
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The Impact of Vertical Service Line Extensions and Brand Salience on Reciprocal Transfer of Image and Performance Associations
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Boisvert, Jean
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2012
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The Influence of Preencounter Affect on Satisfaction with an Anxiety-Provoking Service Encounter
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Brown, Tom J.
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The Long-Term Influence of Service Employee Attrition on Customer Outcomes and Profits
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Subramony, Mahesh
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The Long-Term Influence of Service Employee Attrition on Customer Outcomes and Profits
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Subramony, Mahesh
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The Positive and Negative Effects of Switching Costs on Relational Outcomes
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Jones, Michael A.
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The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage
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Lemon, Katherine N.
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The Relationships between Culture and Service Quality Perceptions
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Furrer, Olivier
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The Rise of E-Service
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Rust, Roland
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The Role of Emotions in Service Encounters
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Mattila, Anna S.
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The Role of Knowledge Management Strategies and Task Knowledge in Stimulating Service Innovation
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Storey, Chris
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The Role of Parent Brand Quality for Service Brand Extension Success
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Völckner, Franziska
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The Role of Professionalism in Determining Job Satisfaction in Professional Services
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Boyt, Thomas E.
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p. 321-330
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The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology
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Bhappu, Anita D.
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The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey
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Tax, Stephen S.
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The Staging of Contested Servicescapes
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The Survival Benefits of Service Intensity for New Manufacturing Ventures: A Resource-Advantage Theory Perspective
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Too Good to Be True? Boundary Conditions to the Use of Downward Social Comparisons in Service Recovery
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Twenty Years of Service Guarantee Research
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Hogreve, Jens
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Uncovering Collaborative Value Creation Patterns and Establishing Corresponding Customer Roles
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Understanding the Drivers of Job Satisfaction of Frontline Service Employees: Learning From “Lost Employees”
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Kumar, Piyush
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Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry
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Dholakia, Utpal M.
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Unifying Service Marketing and Operations With Service Experience Management
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What Drives Customer Loyalty with Complaint Resolution?
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When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction
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When Does Commitment Lead to Loyalty?
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When Does Customer-Oriented Leadership Pay Off? An Investigation of Frontstage and Backstage Service Teams
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When Sharing Consumption Emotions With Strangers Is More Satisfying Than Sharing Them With Friends
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Why and When do Stores With Satisfied Employees Have Satisfied Customers?
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Why and When do Stores With Satisfied Employees Have Satisfied Customers?: The Roles of Responsiveness and Store Busyness
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Why Do Donors Donate?: Examining the Effects of Organizational Identification and Identity Salience on the Relationships among Satisfaction, Loyalty, and Donation Behavior
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Boenigk, Silke
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Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior
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Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior
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