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Understanding the Drivers of Job Satisfaction of Frontline Service Employees: Learning From “Lost Employees”
–Piyush Kumar, Mayukh Dass, Omer Topaloglu

A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes
–Yves Van Vaerenbergh, Chiara Orsingher, Iris Vermeir, Bart Larivière

Beyond the Service Process: The Effects of Organizational and Market Factors on Customer Perceptions of Health Care Services
–Suzanne Makarem, Mona Al-Amin

Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the Airline Industry
–Timothy Keiningham, Forrest V. Morgeson III, Lerzan Aksoy, Luke Williams

Service Quality and Price Perceptions by Internet Retail Customers: Linking the Three Stages of Service Interaction
–Yun Kyung (Jacob) Cho

Tailoring to Customers’ Needs: Understanding How to Promote an Adaptive Service Experience With Frontline Employees
–Kelly M. Wilder, Joel E. Collier, Donald C. Barnes

Misalignment and Its Influence on Integration Quality in Multichannel Services
–Madhumita Banerjee

When Sharing Consumption Emotions With Strangers Is More Satisfying Than Sharing Them With Friends
–Inés López-López, Salvador Ruiz de Maya, Luk Warlop