TOC: Service Bus
Introduction
Service Business, 9(2)
Service business track at INBAM, Barcelona, 2014 “Service Design and Technology”
–Johan Versendaal & José M. Merigó
Using customer contact centres as relationship marketing instruments
–Zanna van der Aa, Josée Bloemer & Jörg Henseler
The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry
–Enrique Bigné, Carla Ruiz, Luisa Andreu & Blanca Hernandez
Innovation management capabilities in rural and urban knowledge intensive business services: empirical evidence
–Cristina Fernandes, João J. Ferreira & Carla S. Marques
The antecedents and influences of airline loyalty programs: the moderating role of involvement
–Edward Shih-Tse Wang, Lily Shui-Lien Chen & I. Fei Chen
Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery
–Yong-sook Lee & Woo-jin Shin
Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes
–Jesús Cambra-Fierro, Iguácel Melero-Polo & Javier Sese
Self-customization of online service environments by users and its effect on their continuance intention
–Youn Jung Kang & Won Jun Lee
Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation
–Aizzat Mohd. Nasurdin, Noor Hazlina Ahmad & Cheng Ling Tan
