Service Research Priorities in a Rapidly Changing Context
–Amy L. Ostrom, A. Parasuraman, David E. Bowen, Lia Patrício, Christopher A. Voss [Publisher] [Google Scholar]

Effect of Customer Participation on Service Outcomes: The Moderating Role of Participation Readiness
–Beibei Dong, K. Sivakumar, Kenneth R. Evans, and Shaoming Zou [Publisher] [Google Scholar]

Unpacking Customer Rage Elicitation: A Dynamic Model
–Jiraporn Surachartkumtonkun, Janet R. McColl-Kennedy, and Paul G. Patterson [Publisher] [Google Scholar]

The Effect of Job-Related Demands and Resources on Service Employees? Willingness to Report Complaints: Germany Versus China
–Gianfranco Walsh, Zhiyong Yang, David Dose, and Patrick Hille [Publisher] [Google Scholar]

Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs
–Andreas Eggert, Lena Steinhoff, and Ina Garnefeld [Publisher] [Google Scholar]

Customer Referral Behavior: Do Switchers and Stayers Differ?
–Alisha Stein and B. Ramaseshan [Publisher] [Google Scholar]