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Service Courses

Dynamic Governance Matching in Solution Development
Laura Colm, Andrea Ordanini, and Torsten Bornemann (2019)

Marketing in the Sharing Economy
Giana M. Eckhardt, Mark B. Houston, Baojun Jiang, Cait Lamberton, Aric Rindfleisch and Georgios Zervas (2019)

Pleasant Ambient Scents: A Meta-Analysis of Customer Responses and Situational Contingencies
Holger Roschk and Masoumeh Hosseinpour (2019)

Rethinking Customer Solutions: From Product Bundles to Relational Processes:
Kapil R. Tuli, Ajay K. Kohli, and Sundar G. Bharadwaj (2007)

The Relative Effects of B2B (vs. B2C) Service Innovations on Firm Value and Firm Risk: An Empirical Analysis
Thomas Dotzel and Venkatesh Shankar (2019)

The Temporary Marketing Organization
Allègre L. Hadida, Jan B. Heide and Simon J. Bell (2019)

The Unintended Consequence of Price-Based Service Recovery Incentives
Vamsi K. Kanuri and Michelle Andrews (2019)

When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem
Yanfen You, Xiaojing Yang, Lili Wang and Xiaoyan Deng (2020)

Can Encroachment Benefit Hotel Franchisees?
Kim, TI Tongil, Sandy Jap (2021)

Blame the Bot: Anthropomorphism and Anger in Customer-Chatbot Interactions
Crolic, Cammy, Felipe Thomaz, Rhonda Hadi, and Andrew T. Stephen (2021)

Communication in the Gig Economy: Buying and Selling in Online Freelance Marketplaces
Stephan Ludwig, Dennis Herhausen, Dhruv Grewal, Liliana Bove, Sabine Benoit, Ko de Ruyter, Peter Urwin (2021)

How Consumer Orchestration Work Creates Value in the Sharing Economy
Daiane Scaraboto, Bernando Figueiredo (2021)

Platform Exploitation: When Service Agents Defect with Customers from Online Service Platforms
Qiang Zhou, B.J. Allen, Richard T. Gretz, Mark B. Houston (2021)

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