TOC: Service Bus
Introduction
Service Business, 11(4)
https://link.springer.com/journal/11628/11/4
The role of other customers during self-service technology failure
Youjae Yi & Seo Young Kim
Efficiency of travel agency franchises: a study in Spain
José M. Ramírez-Hurtado & Ignacio Contreras
Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu
Zhenzhong Guan, Na Zhao & Panpan Hao
The effect of organizational responses to service failures on customer satisfaction perception
Millissa F. Y. Cheung & W. M. To
Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction
Hyo Sun Jung & Hye Hyun Yoon
Effects of social media on consumers’ purchase decisions: evidence from Taobao
Kee-Young Kwahk & Byoungsoo Kim
Predicting direct marketing response in banking: comparison of class imbalance methods
Vera L. Miguéis, Ana S. Camanho & José Borges
Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?
Oznur Ozkan Tektas
When customers want to become frontline employees: an exploratory study of decision factors and motivation types
Chen-Ya Wang, Priyanko Guchait, Cheng-Hsin Chiang & Wan-Ting Weng