TOC: J Service Theory Prac
Introduction
Journal of Service Theory and Practice, 27(3)
Guest editorial
Christine Mathies and Paul G. Patterson
Ethnic stereotyping in service provision
Tripat Gill, Hae Joo Kim, and Chatura Ranaweera
Does cooperating with customers support the financial performance of business-to-business professional service firms?
Vida Siahtiri
The role of expectations on consumer interpretation of new information
Lina Tan, John Heath Roberts, and Pamela Danvers Morrison
Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Stephanie Hui-Wen Chuah, Philipp A. Rauschnabel, Malliga Marimuthu, Ramayah Thurasamy, and Bang Nguyen
Customer experience – a review and research agenda
Rajnish Jain, Jayesh Aagja, and Shilpa Bagdare
Co-designing services with vulnerable consumers
Timo Dietrich, Jakob Trischler, Lisa Schuster, and Sharyn Rundle-Thiele
Service with a conscience: moral dilemmas in customer service roles
Dana Yagil and Tamar Shultz