http://www.emeraldinsight.com/toc/josm/27/5

Customer experience formation in today’s service landscape
Michaela Lipkin

Customer response to interactional service experience
Carmen-Maria Albrecht, Stefan Hattula, Torsten Bornemann, and Wayne D. Hoyer

A longitudinal comparison of customer satisfaction and customer-company identification in a service context
Min-Hsin Huang and Zhao-Hong Cheng

Setting the stage for service experience: design strategies for functional services
Ahmad Beltagui, Marina Candi, and Johann C.K.H. Riedel

Internal service quality as a driver of employee satisfaction, commitment and performance
Piyush Sharma, Titus Tak Chuen Kong, and Russel P.J. Kingshott

Practice styles and service systems
Jennifer D. Chandler and Steven Chen

When public services fail: a research agenda on public service failure
Steven Van de Walle

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