TOC: J Service Res
Introduction
Journal of Service Research, 19(1)
Contagious Effects of Customer Misbehavior in Access-Based Services
–Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller), and Rosellina Ferraro [] []
The Impact of the Business Cycle on Service Providers: Insights From International Tourism
–Marnik G. Dekimpe, Yuri Peers, and Harald J. van Heerde [] []
The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation
–Lin Guo, Sherry L. Lotz, Chuanyi Tang, and Thomas W. Gruen [] []
Antiservice as Guiding Maxim: Tough Lessons From a Maximum Security Prison
–Ronald Paul Hill, Michael L. Capella, Justine M. Rapp, and Gramercy Gentlemen [] []
Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure
–Cécile Delcourt, Dwayne D. Gremler, Allard C. R. van Riel, and Marcel J. H. van Birgelen [] []
Channels in the Mirror: An Alignable Model for Assessing Customer Satisfaction in Concurrent Channel Systems
–Maik Hammerschmidt, Tomas Falk, and Bert Weijters [] []
Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources: The Influence Upon Deep and Surface Acting
–Jaewon (Jay) Yoo and Todd J. Arnold [] []
