TOC: J Service Res


Journal of Service Research, 18(2)

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]