POSTING TYPE: TOCs

---

https://www.emerald.com/insight/publication/issn/0309-0566/vol/54/iss/10

Guest editorial
—Philip J. Kitchen, Charles R. Taylor

Does one bad apple ruin a firm’s green brand image? Examining frontline service employees’ environmentally irresponsible behaviors
—Lin Zhang, Jintao Wu, Honghui Chen, Bang Nguyen [Google Scholar]

Reimagining customer service through journey mapping and measurement
—Charles H. Patti, Maria M. van Dessel, Steven W. Hartley [Google Scholar]

Extending the experience construct: an examination of online grocery shopping
—Reema Singh, Magnus Söderlund [Google Scholar]

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress
—Subhadip Roy, Varsha Jain [Google Scholar]

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery
—Ke Ma, Xin Zhong, Guanghui Hou [Google Scholar]

Time lags, non-linearity and asymmetric effects in an extended service-profit chain
—Gregory Strydom, Michael T. Ewing, Campbell Heggen [Google Scholar]

Addressing the Janus face of customer service: a typology of new age service failures
—Charles R. Taylor, Philip J. Kitchen, Matthew E. Sarkees, Christian O. Lolk [Google Scholar]

Service gifts, collective social connection and reciprocity
—Yihui (Elina) Tang, Christian Hinsch, Donald J. Lund, Husni Kharouf [Google Scholar]

A bibliometric investigation of service failure literature and a research agenda
—Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, Tugra Nazli Akarsu, Helal Uddin [Google Scholar]

Introducing the socialbot: a novel touchpoint along the young adult customer journey
—Carolyn Wilson-Nash, Amy Goode, Alice Currie [Google Scholar]

The impact of collective brand personification on happiness and brand loyalty
—Dominique Braxton, Loraine Lau-Gesk [Google Scholar]

Management response to negative comments, psychological distance and product nature: a consumer perspective
—Chundong Zheng, Liping Yuan, Xuemei Bian, Han Wang, Lei Huang [Google Scholar]

Inferred respect: a critical ingredient in customer satisfaction
—Laurence Ashworth, Maureen A. Bourassa [Google Scholar]