TOC: J Services Mar


Journal of Services Marketing, 30(6)>

Retrospective: why do customers switch? The dynamics of satisfaction versus loyalty
Banwari Mittal

The influence of a “green” loyalty program on service encounter satisfaction
Stephanie Q. Liu and Anna S. Mattila

Serving yourself: value self-creation in health care service
Nadia Zainuddin, Leona Tam, and Angie McCosker

What makes services customers say “buy it with a mobile phone”?
Sonia San-Martín, Jana Prodanova, and Blanca López Catalán

Change is hard: overcoming barriers to service innovation
Denise Linda Parris, Adrien Bouchet, Jon Welty Peachey, and Danny Arnold

Outcome versus process value in service delivery
Ngoc Luu, Le Nguyen Hau, Liem Viet Ngo, Tania Bucic, and Pham Hung Cuong

Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations
Jackie L.M. Tam, Piyush Sharma, and Namwoon Kim

The effect of perceived brand leadership on luxury service WOM
Yonghwan Chang, Yong Jae Ko, and Walter L. Leite×1.png?wp">