Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives
–Paul G. Patterson, Michael K. Brady, and Janet R. McColl-Kennedy [Publisher] [Google Scholar]

A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate
–Seigyoung Auh, David E. Bowen, Ceyda Aysuna, and Bulent Menguc [Publisher] [Google Scholar]

Does the Nature of the Interaction Matter? Understanding Customer Channel Choice for Purchases and Communications
–Yolanda Polo and F. Javier Sese [Publisher] [Google Scholar]

Recovering Coproduced Service Failures: Antecedents, Consequences, and Moderators of Locus of Recovery
–Beibei Dong, K. Sivakumar, Kenneth R. Evans, and Shaoming Zou [Publisher] [Google Scholar]

A Social-Cognitive Model of Consumer Well-Being: A Longitudinal Exploration of the Role of the Service Organization
–Chuanyi Tang, Lin Guo, and Mahesh Gopinath [Publisher] [Google Scholar]

When Frontline Employee Behavior Backfires: Distinguishing Between Customer Gratitude and Indebtedness and Their Impact on Relational Behaviors
–Dora E. Bock, Judith Anne Garretson Folse, and William C. Black [Publisher] [Google Scholar]

The Positive Effects of Customers’ Power on Their Behavioral Responses After Service Failure
–Agung Sembada, Yelena Tsarenko, and Dewi Tojib [Publisher] [Google Scholar]

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