Euro J Mar
Introduction
European Journal of Marketing, 54(10)
POSTING TYPE: TOCs
Guest editorial
—Philip J. Kitchen, Charles R. Taylor
Does one bad apple ruin a firm’s green brand image? Examining frontline service employees’ environmentally irresponsible behaviors
—Lin Zhang, Jintao Wu, Honghui Chen, Bang Nguyen []
Reimagining customer service through journey mapping and measurement
—Charles H. Patti, Maria M. van Dessel, Steven W. Hartley []
Extending the experience construct: an examination of online grocery shopping
—Reema Singh, Magnus Söderlund []
Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress
—Subhadip Roy, Varsha Jain []
Gaining satisfaction: the role of brand equity orientation and failure type in service recovery
—Ke Ma, Xin Zhong, Guanghui Hou []
Time lags, non-linearity and asymmetric effects in an extended service-profit chain
—Gregory Strydom, Michael T. Ewing, Campbell Heggen []
Addressing the Janus face of customer service: a typology of new age service failures
—Charles R. Taylor, Philip J. Kitchen, Matthew E. Sarkees, Christian O. Lolk []
Service gifts, collective social connection and reciprocity
—Yihui (Elina) Tang, Christian Hinsch, Donald J. Lund, Husni Kharouf []
A bibliometric investigation of service failure literature and a research agenda
—Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, Tugra Nazli Akarsu, Helal Uddin []
Introducing the socialbot: a novel touchpoint along the young adult customer journey
—Carolyn Wilson-Nash, Amy Goode, Alice Currie []
The impact of collective brand personification on happiness and brand loyalty
—Dominique Braxton, Loraine Lau-Gesk []
Management response to negative comments, psychological distance and product nature: a consumer perspective
—Chundong Zheng, Liping Yuan, Xuemei Bian, Han Wang, Lei Huang []
Inferred respect: a critical ingredient in customer satisfaction
—Laurence Ashworth, Maureen A. Bourassa []