TOC: J Service Res
Introduction
Journal of Service Research, 22(1)
Perspectives on the Organizational Context of Frontlines: A Commentary
–Benjamin Schneider and David E. Bowen [] []
Gaining Customer Experience Insights That Matter
–Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer, and Andy Neely [] []
Assessing Value From Business-to-Business Services Relationships: Temporality, Tangibility, Temperament, and Trade-Offs
–Paul Lyons and Louis Brennan [] []
Frontline Employee Feedback-Seeking Behavior: How Is It Formed and When Does It Matter?
–Seigyoung Auh, Bulent Menguc, Pinar Imer, and Aypar Uslu [] []
The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery
–Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh, and Sharon E. Beatty [] []
How Does Innovation Emerge in a Service Ecosystem?
–Jennifer D. Chandler, Ilias Danatzis, Carolin Wernicke, Melissa Archpru Akaka, and David Reynolds [] []
Positive Customer Churn: An Application to Online Dating
–Andrea Dechant, Martin Spann, and Jan U. Becker [] []