TOC: J Services Mar
Introduction
Journal of Services Marketing, 27(5)
A segmentation of adolescent online users and shoppers
–William W. Hill, Sharon E. Beatty, Gianfranco Walsh [] []
Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations
–Min Gyung Kim, Anna S. Mattila [] []
A practical perspective on the classification of service innovations
–Jung-Kuei Hsieh, Hung-Chang Chiu, Chih-Ping Wei, HsiuJu Rebecca Yen, Yu-Chun Cheng [] []
Revisiting internal market orientation: a note
–Gurjeet Kaur Sahi, Subhash Lonial, Mahesh Gupta, Nitasha Seli [] []
Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings
–Usha Ramanathan, Ramakrishnan Ramanathan [] []
Design of contracts between knowledge-intensive service firms in comparative property right settings
–Stephen Rosenbaum [] []
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