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Editorial: beyond publish or perish: the importance of citations and how to get them
Steve Baron and Rebekah Russell-Bennett

Retrospective: a cross-sectional test of the effect and conceptualization of service value revisited
J. Joseph Cronin

Does a retailer’s charisma matter? A study of frontline employee perceptions of charisma in the retail setting
Arto Lindblom, Sami Kajalo, and Lasse Mitronen

Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise
Donald C. Barnes, Joel E. Collier, Vince Howe, and K. Douglas Hoffman

Propensity for reciprocity among frontline employees
David A. Gilliam and Steven W. Rayburn

The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation
Won-Moo Hur, Taewon Moon, and Jea-Kyoon Jun

How does customer orientation influence authentic emotional display?
Yu-Shan (Sandy) Huang and Tom J. Brown

Determinants of customer price sensitivity: an empirical analysis
Sérgio Dominique-Ferreira, Helder Vasconcelos, and João F. Proença

Gratitude in service encounters: implications for building loyalty
Dora Elizabeth Bock, Judith Anne Garretson Folse, and William C. Black

Consumer envy during service encounters
Gerardo Joel Anaya, Li Miao, Anna S. Mattila, and Barbara Almanza

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