TOC: J Service Res


Journal of Service Research, 20(4)

The Evolution and Prospects of Service-Dominant Logic: An Investigation of Past, Present, and Future Research
Ralf Wilden, Melissa Archpru Akaka, Ingo O. Karpen, and Jan Hohberger [Publisher] [Google Scholar]

Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate
Christina Jerger and Jochen Wirtz [Publisher] [Google Scholar]

Is There a Dark Side of Ambidexterity? Implications of Dueling Sales and Service Orientations
Colin B. Gabler, Jessica L. Ogilvie, Adam Rapp, and Daniel G. Bachrach [Publisher] [Google Scholar]

Compensation Revisited: A Social Resource Theory Perspective on Offering a Monetary Resource After a Service Failure
Holger Roschk and Katja Gelbrich [Publisher] [Google Scholar]

When Does Customer-Oriented Leadership Pay Off? An Investigation of Frontstage and Backstage Service Teams
Dennis Herhausen, Luigi M. De Luca, Gaetano “Nino” Miceli, Robert E. Morgan, and Marcus Schoegel [Publisher] [Google Scholar]

Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality
Jin Ho Jung, Jaewon Jay Yoo, and Todd J. Arnold [Publisher] [Google Scholar]

Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services
Simon Hazée, Cécile Delcourt, and Yves Van Vaerenbergh [Publisher] [Google Scholar]