1. The role of ethnicity in domestic intercultural service encounters

   • Hamid Rizal
   • Don Jyh-Fu Jeng
   • Hsin Hsin Chang

   Empirical article 13 January 2015 Pages: 263 - 282

2. 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

3. Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

   • Ling Jiang
   • Minjoon Jun
   • Zhilin Yang

   Empirical article 27 February 2015 Pages: 301 - 317

   

4. 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

   

5. 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

   

6. Northern and southern Italian social cooperatives during the economic crisis: a multiple factor analysis

   • Ericka Costa
   • Chiara Carini

   Empirical article 21 March 2015 Pages: 369 - 392

   

7. The influence of variability and strategy of service supply chains on performance

   • Sonia M. Lo

   Empirical Article 03 April 2015 Pages: 393 - 421

   

8. The multichannel customer’s service experience: building satisfaction and trust

   • Estela Fernández-Sabiote
   • Sergio Román

   Empirical Article 21 April 2015 Pages: 423 - 445

   

9. Enemies of cloud services usage: inertia and switching costs

   • Laura Lucia-Palacios
   • Raúl Pérez-López
   • Yolanda Polo-Redondo

   Empirical article 19 April 2015 Pages: 447 - 467