TOC: J Service Theory Prac
Introduction
Journal of Service Theory and Practice, 25(6)
The effects of price-matching guarantees on consumer response in an online retail context: The moderating role of consumer search costs
–Hsin-Hui Lin [] []
Consumer delight and outrage: scale development and validation
–Maggie Wenjing Liu and Hean Tat Keh [] []
Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies
–Víctor Iglesias, Concepción Varela-Neira and Rodolfo Vázquez-Casielles [] []
Does employee performance affect customer loyalty in pharmacy services?
–Fazlul K. Rabbanee, Oksana Burford and B. Ramaseshan [] []
The role of service fairness in the service quality – relationship quality – customer loyalty chain: An empirical study
–Apostolos Giovanis, Pinelopi Athanasopoulou and Evangelos Tsoukatos [] []
The relationship between non-audit fees and audit quality: dealing with the endogeneity issue
–Pedro Carmona, Alexandre Momparler and Carlos Lassala [] []
Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach
–Stephen G. Saunders [] []
Political orientation and perceived quality of television channels
–Alberto Bayo-Moriones, Cristina Etayo and Alfonso Sánchez-Tabernero [] []
Guilt no longer a sin: the effect of guilt in the service recovery paradox
–Yin-Hui Cheng, Chia-Jung Chang, Shih-Chieh Chuang and Ya-Wei Liao [] []
Organizational justice and personal initiative, mediating role of affective commitment
–M. Ángeles López-Cabarcos, Ana Isabel Machado-Lopes-Sampaio-de Pinho and Paula Vázquez-Rodríguez [] []
Linking customer verbal aggression and service sabotage
–Ching-Wen Yeh [] []
