TOC: J Services Mar
Introduction
Journal of Services Marketing, 32(3)
Editorial: recognizing the academic publishing service ecosystem
Steve Baron
Psychological drivers of referral reward program effectiveness
Chiara Orsingher and Jochen Wirtz
Omni-channel service failures and recoveries: refined typologies using Facebook complaints
Anneliese Rosenmayer, Lisa McQuilken, Nichola Robertson, and Steve Ogden
Customer brand engagement behavior in online brand communities
Taeshik Gong
The effects of loyalty programs in services – a double-edged sword?
Baolong Ma, Xiaofei Li, and Lin Zhang
Refurbishing services and how services enhance consumer well-being
Jeffrey F. Durgee and Garo Agopian
Share experiences: receiving word of mouth and its effect on relationships with donors
Larissa M. Sundermann
An exploratory study of value added services
Hossein Olya, Levent Altinay, and Glauco De Vita
Beyond chemistry: the role of employee emotional competence in personalized services
Jorge Matute, Ramon Palau-Saumell, and Giampaolo Viglia
Coping with the ambivalent emotions of guilt and pride in the service context
Renaud Lunardo and Camille Saintives