TOC: J Services Mar
Introduction
Journal of Services Marketing, 30(4)
Retrospective: the effect of guarantees on consumers’ evaluation of services
Amy L. Ostrom and Dawn Iacobucci
Retrospective: “culture shocks” in inter-cultural service encounters?
Bernd Stauss
The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings
Hyun Sik Kim and Beomjoon Choi
When social media met commerce: a model of perceived customer value in group-buying
Yong-Ki Lee, Sally Y. Kim, Namho Chung, Kwanghoon Ahn, and Jong-Won Lee
Assessing the impact of mystery client traits on service evaluation
Pedro Quelhas Brito and Meena Rambocas
Uncovering the silent language of waiting
Maria del Mar Pàmies, Gerard Ryan, and Mireia Valverde
The role of service relationships in employees’ and customers’ emotional behavior, and customer-related outcomes
Hana Medler-Liraz
Strategies to enhance consumers’ identification with a service firm
Min-Hsin Huang and Zhao-Hong Cheng
Turning inside out: perceived internal branding in customer-firm relationship building
Doo Syen Kang
