TOC: J Service Man
Introduction
Journal of Service Management, 28(1)
The changing role of the health care customer: review, synthesis and research agenda
Janet R. McColl-Kennedy, Hannah Snyder, Mattias Elg, Lars Witell, Anu Helkkula, Suellen J. Hogan, and Laurel Anderson
What causes imbalance in complex service networks? Evidence from a public health service
Katrien Verleye, Elina Jaakkola, Ian R. Hodgkinson, Gyuchan Thomas Jun, Gaby Odekerken-Schröder, and Johan Quist
Improving service operations: linking safety culture to hospital performance
Gregory N. Stock and Kathleen L. McFadden
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet, and Allard C.R. van Riel
The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter
Cheng-Yu Lin and Jiun-Sheng Chris Lin
Leveraging marketer-generated appeals in online brand communities
Welf H. Weiger, Hauke A. Wetzel, and Maik Hammerschmidt
Consumer motives and willingness to co-create in professional and generic services
Carmen Neghina, Josée Bloemer, Marcel van Birgelen, and Marjolein C.J. Caniëls
Uncovering the structures and maturity of the new service development research field through a bibliometric study (1984-2014)
Glauco H.S. Mendes, Maicon Gouvea Oliveira, Eduardo H. Gomide, and José Flávio Diniz Nantes