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Editorial: taking some novel advice
Steve Baron and Rebekah Russell-Bennett

Inertia in services: causes and consequences for switching
David M. Gray, Steven D’Alessandro, Lester W. Johnson, and Leanne Carter

The productive service employee: personality, stress, satisfaction and performance
Eric G. Harris and David E. Fleming

Effects of exit barriers on word of mouth activities
Birgit Leisen Pollack

Linking service convenience to satisfaction: dimensions and key moderators
Sabine Benoit, Sonja Klose, and Andreas Ettinger

Explaining customers’ financial service choice with loyalty and cross-buying behaviour
Antonia Estrella-Ramón

Visual service scape aesthetics and consumer response: a holistic model
Deepak S. Kumar, Keyoor Purani, and Sunil Sahadev

Exploring task-service fit and usefulness on branded applications continuance
Yu-Hui Fang

Power versus trust – what matters more in collaborative consumption?
Eva Hofmann, Barbara Hartl, and Elfriede Penz

Giving back the “self” in self service: customer preferences in self-service failure recovery
Joel E. Collier, Michael Breazeale, and Allyn White

Influence of empathy on hotel guests’ emotional service experience
Hamsanandini Umasuthan, Oun-Joung Park, and Jong-Hyun Ryu

Employee revenge against uncivil customers
Akanksha Bedi and Aaron C.H. Schat

Investigating status demotion in hierarchical loyalty programs
B. Ramaseshan and Robyn Ouschan

Snubbing the old to embrace the new: the impact of cross-buying on the usage of existing services
Anup Krishnamurthy and G. Shainesh

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