J Service Res
Introduction
Journal of Service Research, 25(3)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Consumer Job Journeys
—Lance A. Bettencourt, Colleen Harmeling, Yashoda Bhagwat-Rana, and Mark B. Houston [] []
Building Reflexivity Using Service Design Methods
—Josina Vink and Kaisa Koskela-Huotari [] []
Demand-Enhancing Services for Tangible Products in a Distribution System With Online and Off-Line Channels
—Guiomar MartÃn-Herrán and Simon Pierre Sigué [] []
A Cross-National Service Strategy to Manage Product Returns: E-Tailers’ Return Policies and the Legitimating Role of the Institutional Environment
—Jana Gäthke, Katja Gelbrich, and Shan Chen [] []
Contract Length Determination in the B2B Service Industry: Role of Economic Factors, Business Relationship, and Learning
—Shanfei Feng and Trichy V. Krishnan [] []
Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions
—Susan Stead, Ruud Wetzels, Martin Wetzels, Gaby Odekerken-Schröder, and Dominik Mahr [] []
The Service-Profit Chain: Reflections, Revisions, and Reimaginations
—Jens Hogreve, Anja Iseke, and Klaus Derfuss [] []
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery
—Yumeng Yue, Karyn L. Wang, and Markus Groth [] []