TOC: J Services Mar
Introduction
Journal of Services Marketing, 31(3)
Virtual brand community engagement practices: a refined typology and model
Linda D. Hollebeek, Biljana Juric, and Wenyan Tang
Relationship marketing readiness: theoretical background and measurement directions
Christian Grönroos
All that is solid melts into air: the servicescape in digital service space
David Ballantyne and Elin Nilsson
An empirical examination of the services triangle
Sidney Anderson and Jeffery Smith
Rethinking functionality and emotions in the service consumption process: the case of funeral services
Bernard Korai and Nizar Souiden
Exploring the “black box” of customer co-creation processes
Jakob Trischler, Simon J. Pervan, and Donald Robert Scott
#IHateYourBrand: adaptive service recovery strategies on Twitter
Alexandra K. Abney, Mark J. Pelletier, Toni-Rochelle S. Ford, and Alisha B. Horky
Information richness and trust in v-commerce: implications for services marketing
Thomas Chesney, Swee-Hoon Chuah, Angela R. Dobele, and Robert Hoffmann
Editorial: the role of the editor – managing fair play
Rebekah Russell-Bennett and Steve Baron