J Service Res
Introduction
Journal of Service Research, 26(4)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
A Systematic and Visual Overview of 25 Years of the Journal of Service Research: The Journey Continues
—Martin Wetzels, Dhruv Grewal, and Ruud Wetzels [] []
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework
—Tracey S. Danaher, Leonard L. Berry, Chuck Howard, Sarah G. Moore, and Deanna J. Attai [] []
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations
—Joseph O. Jacobson [] []
Commentary: Using Language to Improve Health
—Jonah Berger and Grant Packard [] []
In Reply: Where Reshaping Communications in Healthcare Service Begins
—Leonard L. Berry, Tracey S. Danaher, Sarah G. Moore, Chuck Howard, and Deanna J. Attai [] []
Pathways to Service System Smartness for Firms
—Bieke Henkens, Katrien Verleye, Bart Larivière, and Helen Perks [] []
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities
—Raymond P. Fisk, Andrew S. Gallan, Alison M. Joubert, Jenine Beekhuyzen, Lilliemay Cheung, and Rebekah Russell-Bennett [] []
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers
—Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai, Maryam Farhang, and Lisa K. Scheer [] []
Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers
—Matthew J. Hall and Jamie D. Hyodo [] []
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities
—Frank G. Cabano and Elizabeth A. Minton [] []
Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations
—Holger Roschk, Masoumeh Hosseinpour, and Jan Breitsohl [] []