TOC: J Services Mar


Journal of Services Marketing, 31(2)

Determinants of services co-creation with business customers
Elodie Jouny-Rivier, Javier Reynoso, and Bo Edvardsson

Does corporate social responsibility matter to financial service representatives in faith-expressive firms?
Adel A.A. Al-Wugayan

Alternative measures of satisfaction and word of mouth
Eugene Sivadas and Rupinder Paul Jindal

Innovation as a key to strengthen the effect of relationship benefits on loyalty in retailing
Maria-Eugenia Ruiz-Molina, Irene Gil-Saura, and David Servera-Francés

Special section: advancing customer experience and big data impact via academic–practitioner collaboration
Jamie Burton, Linda Nasr, Thorsten Gruber, and Helen L. Bruce

The interplay of customer experience and commitment
Timothy Keiningham, Joan Ball, Sabine Benoit (née Moeller), Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, and Mohamed Zaki

Customer engagement in a Big Data world
Werner Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villarroel Ordenes, Marianna Sigala, David Diaz, and Babis Theodoulidis

Strategic B2B customer experience management: the importance of outcomes-based measures
Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O’Malley, Linda D. Peters, Chris Raddats, and William Robinson

Emotional intelligence in front-line/back-office employee relationships
Treasa Kearney, Gianfranco Walsh, Willy Barnett, Taeshik Gong, Maria Schwabe, and Kemefasu Ifie