http://www.emeraldinsight.com/toc/josm/27/2

Exposing Pinocchio customers: investigating exaggerated service stories
Lloyd C. Harris, Raymond P. Fisk, and Hana Sysalova

The social aspects of consumption as predictors of consumer loyalty
Rodoula H Tsiotsou

Service guarantee as a recovery strategy
Benedetta Crisafulli and Jaywant Singh

Enhancing customer loyalty: critical switching cost factors
Dahlia El-Manstrly

Enhancing customer relationships with retail service brands
Kevin Kam Fung So, Ceridwyn King, Beverley Ann Sparks, and Ying Wang

Shopping experiences in visually complex environments: a self-regulation account
Ulrich R. Orth, Jochen Wirtz, and Amelia McKinney

Is more customer control of services always better?
Herm Joosten, Josée Bloemer, and Bas Hillebrand

Editorial
Jay Kandampully

Guest editorial
Rodoula H Tsiotsou and Mark S. Rosenbaum

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