TOC: J Service Man
Introduction
Journal of Service Management, 28(3)
The impact of language style accommodation during social media interactions on brand trust
Ana Jakic, Maximilian Oskar Wagner, and Anton Meyer
Internet of Things: understanding trust in techno-service systems
Tracy Harwood and Tony Garry
Business service outsourcing in manufacturing firms: an event study
Andreas Eggert, Eva Böhm, and Christina Cramer
Consumer control in service recovery: beyond decisional control
Herm Joosten, Josée Bloemer, and Bas Hillebrand
Why are Generation Y consumers the most likely to complain and repurchase?
Raquel Reis Soares, Ting Ting (Christina) Zhang, João F. Proença, and Jay Kandampully
“Supersize me!” The effects of cognitive effort and goal frame on the persuasiveness of upsell offers
Wibke Heidig, Daniel Wentzel, Torsten Tomczak, Annika Wiecek, and Martin Faltl
Motivational bases for consumers’ underdog affection in commerce
Lee Phillip McGinnis, Tao Gao, Sunkyu Jun, and James Gentry
Articulating the service concept in professional service firms
Ahmad Beltagui, Kjartan Sigurdsson, Marina Candi, and Johann C.K.H. Riedel