TOC: J Service Man


Journal of Service Management, 30(1)

Trust recovery tactics after double deviation: better sooner than later?
Natalia Araujo Pacheco, Cristiane Pizzutti, Kenny Basso, and Yves Van Vaerenbergh

The power of information on customers’ social withdrawal and citizenship behavior in a crowded service environment
Shuqin Wei, Tyson Ang, and Nwamaka A. Anaza

Successful referral behavior in referral reward programs
Jochen Wirtz, Chris Tang, and Dominik Georgi

Reshaping mental models – enabling innovation through service design
Josina Vink, Bo Edvardsson, Katarina Wetter-Edman, and Bård Tronvoll

Customer process management
Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, and Paul Maglio

The impact of occupational stereotypes in human-centered service systems
Antje Sarah Julia Huetten, David Antons, Christoph F. Breidbach, Erk P. Piening, and Torsten Oliver Salge

Frontline Service Technology infusion: conceptual archetypes and future research directions
Arne De Keyser, Sarah Köcher, Linda Alkire (née Nasr), Cédric Verbeeck, and Jay Kandampully