Dibs! Customer Territorial Behaviors

JOURNAL ARTICLE published May 2012 in Journal of Service Research

Authors: Merlyn A. Griffiths | Mary C. Gilly

The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research

JOURNAL ARTICLE published May 2019 in Journal of Service Research

Research funded by Fonds Wetenschappelijk Onderzoek (G0C5617N)

Authors: Yves Van Vaerenbergh | Dorottya Varga | Arne De Keyser | Chiara Orsingher

Toxic Collaborations: Co-Destroying Value in the B2B Context

JOURNAL ARTICLE published August 2019 in Journal of Service Research

Authors: Francesca Cabiddu | Frau Moreno | Lombardo Sebastiano

The Impact of Online Social Support on Patients’ Quality of Life and the Moderating Role of Social Exclusion

JOURNAL ARTICLE published August 2015 in Journal of Service Research

Authors: Tang Yao | Qiuying Zheng | Xiucheng Fan

Understanding Relationship Marketing Outcomes

JOURNAL ARTICLE published February 2002 in Journal of Service Research

Authors: Thorsten Hennig-Thurau | Kevin P. Gwinner | Dwayne D. Gremler

Comment: The Perils of Focusing on Highly Engaged Customers

JOURNAL ARTICLE published August 2011 in Journal of Service Research

Authors: Barak Libai

Selling Painful Yet Pleasurable Service Offerings

JOURNAL ARTICLE published August 2018 in Journal of Service Research

Authors: Stephanie Q. Liu | Anna S. Mattila | Lisa E. Bolton

Managing Customers for Value

JOURNAL ARTICLE published November 2006 in Journal of Service Research

Authors: V. Kumar | Katherine N. Lemon | A. Parasuraman

Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry

JOURNAL ARTICLE published November 2010 in Journal of Service Research

Authors: Utpal M. Dholakia | Siddharth S. Singh | Robert A. Westbrook

A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction

JOURNAL ARTICLE published February 2004 in Journal of Service Research

Authors: Christopher A. Voss | Aleda V. Roth | Eve D. Rosenzweig | Kate Blackmon | Richard B. Chase

Customer Reactions to Service Provider Overgenerosity

JOURNAL ARTICLE published February 2002 in Journal of Service Research

Authors: Hooman Estelami | Peter De Maeyer

Switching Processes in Customer Relationships

JOURNAL ARTICLE published August 1999 in Journal of Service Research

Authors: Inger Roos

Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers

JOURNAL ARTICLE published February 2022 in Journal of Service Research

Authors: Birgitta Sandberg | Leila Hurmerinta | Henna M. Leino | Mira Menzfeld

Evaluations of E-Tailers’ Delivery Fulfillment

JOURNAL ARTICLE published May 2004 in Journal of Service Research

Authors: Yong Cao | Hao Zhao

The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress

JOURNAL ARTICLE published May 2020 in Journal of Service Research

Research funded by Queen Mary University of London (Faculty Fund)

Authors: Markus Blut | Nima Heirati | Klaus Schoefer

Assessing the Effects of Service Variability on Consumer Confidence and Behavior

JOURNAL ARTICLE published 2 September 2020 in Journal of Service Research

Authors: Clay M. Voorhees | Jonathan M. Beck | Praneet Randhawa | Kristen Bell DeTienne | Sterling A. Bone

When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction

JOURNAL ARTICLE published November 2016 in Journal of Service Research

Authors: Johannes Habel | Sascha Alavi | Christian Schmitz | Janina-Vanessa Schneider | Jan Wieseke

A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment

JOURNAL ARTICLE published 2 August 2023 in Journal of Service Research

Research funded by Fundamental Research Funds for the Central Universities (220310004005040538) | National Natural Science Foundation of China (72271203)

Authors: Fu Yang | Zihan Zhou | Xiaoyu Huang

Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design

JOURNAL ARTICLE published May 2024 in Journal of Service Research

Research funded by Indian Institute of Management Kozhikode (SGRP/2019/107)

Authors: Deepak S Kumar | Sunil Sahadev | Keyoor Purani

The Role of Customer Relationship Vulnerability in Service Recovery

JOURNAL ARTICLE published May 2024 in Journal of Service Research

Authors: Sadrac Cenophat | Martin Eisend | Tomás Bayón | Alexander Haas