Characterizing Value as an Experience

JOURNAL ARTICLE published February 2012 in Journal of Service Research

Authors: Anu Helkkula | Carol Kelleher | Minna Pihlström

The Impact of Quality Context and Market Orientation on Organizational Performance in a Service Environment

JOURNAL ARTICLE published November 2001 in Journal of Service Research

Authors: P. S. Raju | Subhash C. Lonial

The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings

JOURNAL ARTICLE published May 2000 in Journal of Service Research

Authors: Marcel van Birgelen | Ko de Ruyter | Martin Wetzels

Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects

JOURNAL ARTICLE published August 2019 in Journal of Service Research

Research funded by National Natural Science Foundation of China (71002003)

Authors: Xiao-Yu Liu | Nai-Wen Chi | Dwayne D. Gremler

Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes

JOURNAL ARTICLE published May 2024 in Journal of Service Research

Research funded by Economic and Social Research Council (314135)

Authors: Jaylan Azer | Lorena Blasco-Arcas | Matthew Alexander

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

How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service

JOURNAL ARTICLE published February 2015 in Journal of Service Research

Authors: Sterling A. Bone | Paul W. Fombelle | Kristal R. Ray | Katherine N. Lemon

Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention

JOURNAL ARTICLE published November 1999 in Journal of Service Research

Authors: Tor Wallin Andreassen | Line Lervik

When Do Customer Contact Employees Satisfy Customers?

JOURNAL ARTICLE published August 2000 in Journal of Service Research

Authors: Andrew Sergeant | Stephen Frenkel

Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management

JOURNAL ARTICLE published February 2017 in Journal of Service Research

Authors: Son K. Lam | Stefan Sleep | Thorsten Hennig-Thurau | Shrihari Sridhar | Alok R. Saboo

Co-Production of Prolonged, Complex, and Negative Services

JOURNAL ARTICLE published August 2015 in Journal of Service Research

Authors: Jelena Spanjol | Anna S. Cui | Cheryl Nakata | Lisa K. Sharp | Stephanie Y. Crawford | Yazhen Xiao | Mary Beth Watson-Manheim

Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability

JOURNAL ARTICLE published August 2008 in Journal of Service Research

Authors: Bart Larivière

Cultural Influences on Service Quality Expectations

JOURNAL ARTICLE published November 1998 in Journal of Service Research

Authors: Naveen Donthu | Boonghee Yoo

An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures

JOURNAL ARTICLE published May 2003 in Journal of Service Research

Authors: Jochen Wirtz | Meng Chung Lee

A Five-Component Customer Commitment Model

JOURNAL ARTICLE published November 2015 in Journal of Service Research

Authors: Timothy L. Keiningham | Carly M. Frennea | Lerzan Aksoy | Alexander Buoye | Vikas Mittal

The MINDS Method

JOURNAL ARTICLE published August 2017 in Journal of Service Research

Authors: Jorge Grenha Teixeira | Lia Patrício | Ko-Hsun Huang | Raymond P. Fisk | Leonel Nóbrega | Larry Constantine

Customer Effort in Value Cocreation Activities

JOURNAL ARTICLE published August 2015 in Journal of Service Research

Authors: Jillian C. Sweeney | Tracey S. Danaher | Janet R. McColl-Kennedy

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