TOC: J Services Mar
Introduction
Journal of Services Marketing, 32(7)
Editorial
Mark Scott Rosenbaum
Market structure and pricing objectives in the services sector
Kostis Indounas
A designerly way of analyzing the customer experience
Jakob Trischler, Anita Zehrer, and Jessica Westman
Integrating methods for the prioritization of innovations and improvements in services
Jaime Dagostim Picolo and Gérson Tontini
The role of employee emotional competence in service recovery encounters
Teresa Fernandes, Marta Morgado, and Maria Antónia Rodrigues
A review of value drivers in service settings
Maria-Eugenia Ruiz-Molina, Martina Gallarza, and Irene Gil-Saura
Employees’ psychological empowerment and performance: how customer feedback substitutes for leadership
Sylvie Guerrero, Denis Chênevert, Christian Vandenberghe, Michel Tremblay, and Ahmed Khalil Ben Ayed
Improving consumers’ willingness to pay using social media activities
Pedro Torres, Mário Augusto, and Elaine Wallace
Positive psychological capacities: the mystery ingredient in successful service recoveries?
Carol Azab, Terry Clark, and Cheryl Burke Jarvis
Cross-national differences in complaint behavior: cultural or situational?
Jeffrey G. Blodgett, Aysen Bakir, Anna S. Mattila, Andrea Trujillo, Claudia Quintanilla, and A. Banu Elmadag
Barriers to firm service innovativeness in emerging economies
Serdar S. Durmusoglu, Dilek Zamantili Nayir, Malika Chaudhuri, Junsong Chen, Ingela Joens, and Stephanie Scheuer