1. The role of other customers during self-service technology failure

   • Youjae Yi
   • Seo Young Kim

   Empirical article 28 October 2016 Pages: 695 - 715

   

2. Efficiency of travel agency franchises: a study in Spain

   • José M. Ramírez-Hurtado
   • Ignacio Contreras

   Empirical article 22 November 2016 Pages: 717 - 739

3. Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu

   • Zhenzhong Guan
   • Na Zhao
   • Panpan Hao

   Empirical article 24 November 2016 Pages: 741 - 766

   

4. The effect of organizational responses to service failures on customer satisfaction perception

   • Millissa F. Y. Cheung
   • W. M. To

   Empirical article 09 December 2016 Pages: 767 - 784

   

5. Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction

   • Hyo Sun Jung
   • Hye Hyun Yoon

   Empirical article 24 December 2016 Pages: 785 - 802

   

6. Effects of social media on consumers’ purchase decisions: evidence from Taobao

   • Kee-Young Kwahk
   • Byoungsoo Kim

   Empirical article 31 December 2016 Pages: 803 - 829

   

7. Predicting direct marketing response in banking: comparison of class imbalance methods

   • Vera L. Miguéis
   • Ana S. Camanho
   • José Borges

   Empirical article 02 January 2017 Pages: 831 - 849

8. Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?

   • Oznur Ozkan Tektas

   Empirical article 27 December 2016 Pages: 851 - 870

   

9. When customers want to become frontline employees: an exploratory study of decision factors and motivation types

   • Chen-Ya Wang
   • Priyanko Guchait
   • Wan-Ting Weng

   Empirical article 19 January 2017 Pages: 871 - 900