1. Translating satisfaction determination from health care to the automotive industry

   • Stefan Meinzer
   • Johann Prenninger
   • Björn M. Eskofier

   Case study Open access 17 July 2015 Pages: 651 - 685

2. Corporate identity management in the banking sector: effects on employees’ identification, identity attractiveness, and job satisfaction

   • Rafael Bravo
   • Jorge Matute
   • José M. Pina

   Empirical article 16 July 2015 Pages: 687 - 714

   

3. Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty

   • Alev Kocak Alan
   • Ebru Tumer Kabadayi
   • Cengiz Yilmaz

   Empirical article 28 July 2015 Pages: 715 - 735

   

4. How hotels compete on the basis of competitive priorities and their relationship with infrastructural and structural decisions

   • Tomás F. Espino-Rodríguez

   Empirical Article 28 July 2015 Pages: 737 - 773

   

5. Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses

   • Bomi Song
   • Changyong Lee
   • Yongtae Park

   Empirical article 15 August 2015 Pages: 775 - 798

   

6. Self-service innovativeness scale: introduction, development, and validation of scale

   • Arun Kumar Kaushik
   • Zillur Rahman

   Empirical article 14 August 2015 Pages: 799 - 822

7. Tourists’ participation and preference-related belief in co-creating value of experience: a nature-based perspective

   • Che-Jen Su
   • Anne-Marie Lebrun
   • Jin-Hsing Yang

   Empirical article 28 August 2015 Pages: 823 - 846

   

8. Can complaint-handling efforts promote customer engagement?

   • Jesús Cambra-Fierro
   • Iguácel Melero-Polo
   • F. Javier Sese

   Empirical article 05 September 2015 Pages: 847 - 866

   

9. A service innovation framework for start-up firms by integrating service experience engineering approach and capability maturity model

   • K. J. Wang
   • J. Widagdo
   • S. L. Hsiao

   Theoretical article 22 September 2015 Pages: 867 - 916