TOC: J Services Mar
Introduction
Journal of Services Marketing, 30(5)
Editorial: the importance of the snappy title
Rebekah Russell-Bennett and Steve Baron
Retrospective: service failure and loyalty: an exploratory empirical study of airline customers
Adrian Palmer and David Bejou
Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services
Paul Patterson
Social media communication strategies
Paola Barbara Floreddu and Francesca Cabiddu
Attraction during the service encounter: examining the other side of the coin
Volker G. Kuppelwieser and Mourad Touzani
Powerful or powerless customers: the influence of gratitude on engagement with CSR
Anna S. Mattila, Laurie Wu, and Choongbeom Choi
The evolution of brand personality: an application of online travel agencies
Hong-Youl Ha
Drivers of user engagement in eWoM communication
Alexander Rossmann, Kumar Rakesh Ranjan, and Praveen Sugathan
Service employees’ fit, work-family conflict, and work engagement
Osman M. Karatepe and Georgiana Karadas
