The role of ethnicity in domestic intercultural service encounters Hamid RizalDon Jyh-Fu JengHsin Hsin Chang Empirical article 13 January 2015 Pages: 263 - 282
Measuring word-of-mouth activity after a service encounter: are we measuring what customers communicate? Nic S. Terblanche Empirical article 29 January 2015 Pages: 283 - 299
Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Ling JiangMinjoon JunZhilin Yang Empirical article 27 February 2015 Pages: 301 - 317
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations Ronald L. Hess Jr.Lawrence Ring Empirical Article 10 May 2015 Pages: 319 - 343
The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service Aeeun Jeon Empirical article 19 March 2015 Pages: 345 - 367
Northern and southern Italian social cooperatives during the economic crisis: a multiple factor analysis Ericka CostaChiara Carini Empirical article 21 March 2015 Pages: 369 - 392
The influence of variability and strategy of service supply chains on performance Sonia M. Lo Empirical Article 03 April 2015 Pages: 393 - 421
The multichannel customer’s service experience: building satisfaction and trust Estela Fernández-SabioteSergio Román Empirical Article 21 April 2015 Pages: 423 - 445
Enemies of cloud services usage: inertia and switching costs Laura Lucia-PalaciosRaúl Pérez-LópezYolanda Polo-Redondo Empirical article 19 April 2015 Pages: 447 - 467