TOC: J Acad Mar Sci
Introduction
Journal of the Academy of Marketing Science, 45(6)
Special Issue: Service Marketing Strategy
Organizational service strategy
Michael K. Brady & Todd Arnold
Service crisis recovery and firm performance: insights from information breach announcements
Shahin Rasoulian, Yany Grégoire, Renaud Legoux & Sylvain Sénécal
Do loyal customers really pay more for services?
Nita Umashankar, Yashoda Bhagwat & V. Kumar
The influence of service employees and other customers on customer unfriendliness: a social norms perspective
Arne K. Albrecht, Gianfranco Walsh, Simon Brach, Dwayne D. Gremler & Erica van Herpen
Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level
Ying Ding & Hean Tat Keh
Unveiling the recovery time zone of tolerance: when time matters in service recovery
Jens Hogreve, Nicola Bilstein & Leonhard Mandl
Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences
Tim Hilken, Ko de Ruyter, Mathew Chylinski, Dominik Mahr & Debbie I. Keeling
Technology-driven service strategy
Ming-Hui Huang & Roland T. Rust
Business models as service strategy
Heiko Wieland, Nathaniel N. Hartmann & Stephen L. Vargo
Customer participation in services: domain, scope, and boundaries
Beibei Dong & K. Sivakumar