TOC: J Service Res
Introduction
Journal of Service Research, 19(3)
Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives
–Paul G. Patterson, Michael K. Brady, and Janet R. McColl-Kennedy [] []
A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate
–Seigyoung Auh, David E. Bowen, Ceyda Aysuna, and Bulent Menguc [] []
Does the Nature of the Interaction Matter? Understanding Customer Channel Choice for Purchases and Communications
–Yolanda Polo and F. Javier Sese [] []
Recovering Coproduced Service Failures: Antecedents, Consequences, and Moderators of Locus of Recovery
–Beibei Dong, K. Sivakumar, Kenneth R. Evans, and Shaoming Zou [] []
A Social-Cognitive Model of Consumer Well-Being: A Longitudinal Exploration of the Role of the Service Organization
–Chuanyi Tang, Lin Guo, and Mahesh Gopinath [] []
When Frontline Employee Behavior Backfires: Distinguishing Between Customer Gratitude and Indebtedness and Their Impact on Relational Behaviors
–Dora E. Bock, Judith Anne Garretson Folse, and William C. Black [] []
The Positive Effects of Customers’ Power on Their Behavioral Responses After Service Failure
–Agung Sembada, Yelena Tsarenko, and Dewi Tojib [] []
