TOC: J Service Res


Journal of Service Research, 20(3)

When Service Customers Do Not Consume in Isolation: A Typology of Customer Copresence Influence Modes (CCIMs)
Laura Colm, Andrea Ordanini, A. Parasuraman [Publisher] [Google Scholar]

The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design
Jorge Grenha Teixeira, Lia Patrício, Ko-Hsun Huang, Raymond P. Fisk, Leonel Nóbrega, Larry Constantine [Publisher] [Google Scholar]

Do Employee Citizenship Behaviors Lead to Customer Citizenship Behaviors? The Roles of Dual Identification and Service Climate
Kimmy Wa Chan, Taeshik Gong, Ruixue Zhang, Mingjian Zhou [Publisher] [Google Scholar]

Driver Configurations for Successful Service Infusion
Sebastian Forkmann, Stephan C. Henneberg, Lars Witell, , Daniel Kindström [Publisher] [Google Scholar]

Tell Us Again, How Satisfied Are You? The Influence of Recurring Posttransaction Surveys on Purchase Behavior
Andrea Godfrey Flynn, Linda Court Salisbury, Kathleen Seiders [Publisher] [Google Scholar]

Unraveling the Customer Education Paradox: When, and How, Should Firms Educate Their Customers?
Simon J. Bell, Seigyoung Auh, Andreas B. Eisingerich [Publisher] [Google Scholar]

NPS and Online WOM: Investigating the Relationship Between Customers’ Promoter Scores and eWOM Behavior
Néomie Raassens, Hans Haans [Publisher] [Google Scholar]