J Service Res
Introduction
Journal of Service Research, 24(3)
POSTING TYPE: TOCs
Editorial
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
—Yany Grégoire and Anna S. Mattila [] []
Service Research Priorities: Managing and Delivering Service in Turbulent Times
—Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang, and Janet R. McColl-Kennedy [] []
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
—Sungwoo Choi, Anna S. Mattila, and Lisa E. Bolton [] []
Revisiting the Age Construct: Implications for Service Research
—Volker G. Kuppelwieser and Philipp Klaus [] []
Do Customer Discounts Affect Frontline Employees?
—Cord-Christian Troebs, Tillmann Wagner, and Walter Herzog [] []
Assessing the Effects of Service Variability on Consumer Confidence and Behavior
—Clay M. Voorhees, Jonathan M. Beck, Praneet Randhawa, Kristen Bell DeTienne, and Sterling A. Bone [] []
Employee Reactions to Preservice Tips and Compliments
—Raymond Lavoie, Kelley Main, JoAndrea Hoegg, and Wenxia Guo [] []
When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees
—Yumeng Yue, Helena Nguyen, Markus Groth, Anya Johnson, and Stephen Frenkel [] []