TOC: J Service Man
Introduction
Journal of Service Management, 27(3)
Customer participation management
Mekhail Mustak, Elina Jaakkola, Aino Halinen, and Valtteri Kaartemo
Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship
Edwin J. Nijssen, Jeroen J. L. Schepers, and Daniel Belanche
An empirical examination of the impact of tri-dyadic fit on the service experience
Sidney T. Anderson and Jeffery S. Smith
I know how you feel, but it does not always help
Lorna Doucet, Bo Shao, Lu Wang, and Greg R. Oldham
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Laurie Wu, Rachel Han, and Anna S Mattila
Productization of knowledge-intensive services
Aku Valtakoski and Katriina Järvi
Effect of service integration strategy on industrial firm performance
Kiho Kwak and Wonjoon Kim
