TOC: J Service Res
Introduction
Journal of Service Research, 13(4)
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From the Editor: State of the Journal
–Katherine N. Lemon []
Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry
–Utpal M. Dholakia, Siddharth S. Singh, and Robert A. Westbrook [] []
The Role of Parent Brand Quality for Service Brand Extension Success
–Franziska Volckner, Henrik Sattler, Thorsten Hennig-Thurau, and Christian M. Ringle [] []
The Role of Knowledge Management Strategies and Task Knowledge in Stimulating Service Innovation
–Chris Storey and Kenneth B. Kahn [] []
Customer and Frontline Employee Influence on New Service Development Performance
–Horace L. Melton and Michael D. Hartline [] []
Job Characteristics and the Creativity of Frontline Service Employees
–Filipe Coelho and Mario Augusto [] []
An Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach
–Jeffery S. Smith, Gavin L. Fox, and Edward Ramirez [] []
Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences
–Jan H. Schumann, Florian v. Wangenheim, Anne Stringfellow, Zhilin Yang, Sandra Praxmarer, Fernando R. Jimenez, Vera Blazevic, Randall M. Shannon, Shainesh G., and Marcin Komor [] []