TOC: J Service Res

Introduction

Journal of Service Research, 16(3)

IT-Related Service: A Multidisciplinary Perspective
Ming-Hui Huang and Roland T. Rust [Publisher] [Google Scholar]

Strategic Learning by e-Service Suppliers in Service Value Networks
Christian Haas, Steven O. Kimbrough, and Clemens van Dinther [Publisher] [Google Scholar]

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers
J. J. Po-An Hsieh, Piyush Sharma, Arun Rai, and A. Parasuraman [Publisher] [Google Scholar]

Data-Driven Analytical Tools for Characterization of Productivity and Service Quality Issues in IT Service Factories
Victor F. Cavalcante, Claudio S. Pinhanez, Rogerio A. de Paula, Carolina S. Andrade, Cleidson R. B. de Souza, and Ana P. Appel [Publisher] [Google Scholar]

Understanding Willingness to Pay for Social Network Sites
Marlene Vock, Willemijn van Dolen, and Ko de Ruyter [Publisher] [Google Scholar]

IT Capability for Health Care Delivery: Is More Better?
Asoke Dey, Kingshuk K. Sinha, and Sriram Thirumalai [Publisher] [Google Scholar]

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets
Zheng Fang, Xueming Luo, and Minghua Jiang [Publisher] [Google Scholar]

The Impact of Endogenous Motivations on Adoption of IT-Enabled Services: The Case of Transformative Services in the Energy Sector
Philipp Wunderlich, Johann Kranz, Dirk Totzek, Daniel Veit, and Arnold Picot [Publisher] [Google Scholar]

Testing the Steve Jobs Hypothesis in a B2B Context: Will a Portfolio of Hierarchically Related Technology Products Improve Customer Outcomes?
Jason Kuruzovich, Shu Han, Nevena T. Koukova, and T. Ravichandran [Publisher] [Google Scholar]

Delighting Consumers Click by Click: Antecedents and Effects of Delight Online
Christopher Bartl, Matthias H. J. Gouthier, and Markus Lenker [Publisher] [Google Scholar]

The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies: A Longitudinal Study
Cheng Wang, Jennifer Harris, and Paul Patterson [Publisher] [Google Scholar]

Service Separation and Customer Satisfaction: Assessing the Service Separation/Customer Integration Paradox
Stefanie Paluch and Markus Blut [Publisher] [Google Scholar]

Connectivity in Service Systems: Does Technology-Enablement Impact the Ability of a Service System to Co-Create Value?
Christoph F. Breidbach, Darl G. Kolb, and Ananth Srinivasan [Publisher] [Google Scholar]


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