J Service Theory Prac
Introduction
Journal of Service Theory and Practice, 33(6)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Framing your concerns right: an analysis of air passengers’ complaints during two time periods
—Divya Sharma, M. Vimalkumar, Sirish Gouda, Agam Gupta, Vignesh Ilavarasan [Google Scholar]
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface
—Hyewon Park, Won-Moo Hur, Seung-Yoon Rhee []
FLEs’ concerns with misbehaving customers in the time of COVID and beyond
—Stephanie T. Gillison, Sharon E. Beatty, William Magnus Northington, Shiri Vivek [Google Scholar]
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees’ emotional exhaustion
—Fang Xie, Xufan Zhang, Jing Ye, Lulu Zhou, Wenjian Zhang, Feng Tian [Google Scholar]
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments
—Yves Van Vaerenbergh, Annelies Costers, Anja Van den Broeck []
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
—Jinsheng Cui, Mengwei Zhang, Jianan Zhong []
Customer intention to participate in service recovery: what is it and what are the drivers?
—Gurbir Singh, Abhishek Mishra []