TOC: J Service Res


Journal of Service Research, 19(1)

Contagious Effects of Customer Misbehavior in Access-Based Services
Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller), and Rosellina Ferraro [Publisher] [Google Scholar]

The Impact of the Business Cycle on Service Providers: Insights From International Tourism
Marnik G. Dekimpe, Yuri Peers, and Harald J. van Heerde [Publisher] [Google Scholar]

The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation
Lin Guo, Sherry L. Lotz, Chuanyi Tang, and Thomas W. Gruen [Publisher] [Google Scholar]

Antiservice as Guiding Maxim: Tough Lessons From a Maximum Security Prison
Ronald Paul Hill, Michael L. Capella, Justine M. Rapp, and Gramercy Gentlemen [Publisher] [Google Scholar]

Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure
Cécile Delcourt, Dwayne D. Gremler, Allard C. R. van Riel, and Marcel J. H. van Birgelen [Publisher] [Google Scholar]

Channels in the Mirror: An Alignable Model for Assessing Customer Satisfaction in Concurrent Channel Systems
Maik Hammerschmidt, Tomas Falk, and Bert Weijters [Publisher] [Google Scholar]

Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources: The Influence Upon Deep and Surface Acting
Jaewon (Jay) Yoo and Todd J. Arnold [Publisher] [Google Scholar]