TOC: J Services Mar
Introduction
Journal of Services Marketing, 24(6)
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Relevant ARCategory: |
Customers behaving badly: a state of the art review, research agenda and implications for practitioners
–Ray Fisk, Stephen Grove, Lloyd C. Harris, Dominique A. Keeffe, Kate L. Daunt (née Reynolds), Rebekah Russell-Bennett, Jochen Wirtz [] []
Not always co-creation: introducing interactional co-destruction of value in service-dominant logic
–Loïc Plé, Rubén Chumpitaz Cáceres [] []
Deviant employees and dreadful service encounters: customer tales of discord and distrust
–Anthony Patterson, Steve Baron [] []
Frequent (flier) frustration and the dark side of word-of-web: exploring online dysfunctional behavior in online feedback forums
–Sven Tuzovic [] []
Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies
–Lorraine A. Friend, Carolyn L. Costley, Charis Brown [] []
Drawing the line: how inspectors enact deviant behaviors
–Jean-Baptiste Suquet [] []
The international search for ethics norms: which consumer behaviors do consumers consider (un)acceptable?
–Larry Neale, Sam Fullerton [] []