Internationalization strategies for services: a retrospective

JOURNAL ARTICLE published 11 April 2016 in Journal of Services Marketing

Authors: Christian Grönroos

Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

JOURNAL ARTICLE published 31 July 2009 in Journal of Services Marketing

Authors: Nicholas J. Ashill | Michel Rod | Peter Thirkell | Janet Carruthers

Editors: Avinandan Mukherjee

Mediating roles of frontline employees in transformative service processes

JOURNAL ARTICLE published 28 February 2024 in Journal of Services Marketing

Authors: Ane Bast | Marit Engen | Maria Røhnebæk

Technology perceptions in employees' use of self-directed learning

JOURNAL ARTICLE published 4 February 2014 in Journal of Services Marketing

Authors: David E. Fleming | Andrew B. Artis | Jon M. Hawes

Offshore outsourcing of customer services – boon or bane?

JOURNAL ARTICLE published 27 July 2012 in Journal of Services Marketing

Authors: Piyush Sharma

Company social networks: customer communities or supplementary services?

JOURNAL ARTICLE published 3 July 2018 in Journal of Services Marketing

Authors: Carla Martins | Lia Patrício

Customer involvement in the selection of service specifications

JOURNAL ARTICLE published 1 February 2002 in Journal of Services Marketing

Authors: John E. Swan | Michael R. Bowers | Rajan Grover

Revisiting internal market orientation: a note

JOURNAL ARTICLE published 2 August 2013 in Journal of Services Marketing

Authors: Gurjeet Kaur Sahi | Subhash Lonial | Mahesh Gupta | Nitasha Seli

Beyond service attributes: do personal values matter?

JOURNAL ARTICLE published 22 February 2011 in Journal of Services Marketing

Authors: Srinivas Durvasula | Steven Lysonski | A.D. Madhavi

Determinants of behavioral intentions in the mobile internet services market

JOURNAL ARTICLE published 4 July 2008 in Journal of Services Marketing

Authors: Pavlos A. Vlachos | Adam P. Vrechopoulos

Selecting and promoting service encounter elements in passenger rail transportation

JOURNAL ARTICLE published 1 September 2002 in Journal of Services Marketing

Authors: Carolyn Tripp | John T. Drea

Strategic pricing differentiation in services: a re‐examination

JOURNAL ARTICLE published 1 October 1997 in Journal of Services Marketing

Authors: Kaushik Mitra | Louis M. Capella

The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

JOURNAL ARTICLE published 9 September 2013 in Journal of Services Marketing

Authors: Philipp Klaus

The effect of mindfulness on service encounter quality

JOURNAL ARTICLE published 20 July 2021 in Journal of Services Marketing

Authors: Emma Junhong Wang | Pierre R. Berthon | Nada Nasr Bechwati

THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES

JOURNAL ARTICLE published 1 February 1988 in Journal of Services Marketing

Authors: F.G. Crane | T.K. Clarke

How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?

JOURNAL ARTICLE published 27 February 2024 in Journal of Services Marketing

Authors: Pei-Chi Chen

Corporate image in the leisure services sector

JOURNAL ARTICLE published 24 May 2011 in Journal of Services Marketing

Authors: Joanna Minkiewicz | Jody Evans | Kerrie Bridson | Felix Mavondo

Rethinking customer expectations of service quality: are call centers different?

JOURNAL ARTICLE published 1 January 2004 in Journal of Services Marketing

Authors: Alison M. Dean

Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research

JOURNAL ARTICLE published 29 February 2024 in Journal of Services Marketing

Authors: Thomas Hollmann

Consumer switching behavior in the Asian banking market

JOURNAL ARTICLE published 1 May 2004 in Journal of Services Marketing

Authors: Philip Gerrard | J. Barton Cunningham