Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping Fernando A. F. FerreiraMarjan S. JalaliCarla S. E. Marques Empirical article 21 April 2015 Pages: 469 - 487
Effects of demotion in loyalty programs on brand-switching intentions Insuk HwangHyukjin Kwon Empirical article 26 April 2015 Pages: 489 - 505
An evaluation scheme for product–service system models: development of evaluation criteria and case studies Kwang-Jae KimChie-Hyeon LimKwangtae Park Empirical article 10 May 2015 Pages: 507 - 530
Developing new smart services using integrated morphological analysis: integration of the market-pull and technology-push approach Youngjung GeumHongseok JeonHakyeon Lee Empirical article 16 May 2015 Pages: 531 - 555
Customer forgiveness of unsatisfactory service: manifestations and antecedents Dana YagilGil Luria Empirical article 21 June 2015 Pages: 557 - 579
An integrated framework for competency development: perspectives of risk managers in banks Eric H. Y. KohMohan V. AvvariKim Hua Tan Empirical article 15 July 2015 Pages: 581 - 602
Customer participation to co-create value in human transformative services: a study of higher education and health care services Le Nguyen HauPham Ngoc Thuy Empirical article 12 July 2015 Pages: 603 - 628
Innovation strategies, innovator types and openness: a study of KIBS firms in Spain Mercedes RodriguezDavid DoloreuxRichard Shearmur Empirical article 01 August 2015 Pages: 629 - 649