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INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs

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Service Safety in the Pandemic Age
—Leonard L. Berry, Tracey S. Danaher, Lerzan Aksoy, and Timothy L. Keiningham [] []

Don’t Forget ÂÜÀòÉç¹ÙÍøt the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks
—Clay M. Voorhees, Paul W. Fombelle, and Sterling A. Bone [] []

The Future of B2B Customer Solutions in a Post-COVID-19 Economy: Managerial Issues and an Agenda for Academic Inquiry
—Edward U. Bond, III, Ad de Jong, Andreas Eggert, Mark B. Houston, Michael Kleinaltenkamp, Ajay K. Kohli, Thomas Ritter, and Wolfgang Ulaga [] []

Research Articles

Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues
—Valarie A. Zeithaml, Katrien Verleye, Isabella Hatak, Monika Koller, and Alexander Zauner [] []

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature
—Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Timothy L. Keiningham, and Philipp Klaus [] []

Channel Habits and the Development of Successful Customer-Firm Relationships in Services
—Jesús Cambra-Fierro, Iguácel Melero-Polo, Lia Patrício, and F. Javier Sese [] []

Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships
—Pascal Güntürkün, Till Haumann, and Sven Mikolon [] []

The Smart Home: How Consumers Craft New Service Networks by Combining Heterogeneous Smart Domestic Products
—John Harvey, Mojtaba Poorrezaei, Tony Woodall, Georgiana Nica-Avram, Gavin Smith, Tolu Ajiboye, Karina Kholodova, and Kai Zhu [] []