1. Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort

   • Zsofia Kenesei
   • Zsofia Bali

   Empirical article Open access 06 February 2020 Pages: 187 - 216

   

2. Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective

   • Teng Teng
   • Shengliang Zhang
   • Yuan Chen

   Empirical article Open access 24 February 2020 Pages: 217 - 240

   

3. Social exchange approach, job satisfaction, and turnover intention in the airline industry

   • Minjoo Chung
   • Aeeun Jeon

   Empirical article 13 April 2020 Pages: 241 - 261

   

4. Analysis of the relationship between the perceived extent of a tourist destination and smartphone use

   • Wee-Kheng Tan
   • Pin-Ho Liou

   Empirical article 08 May 2020 Pages: 263 - 285

   

5. A service analytic approach to studying patient no-shows

   • Murtaza Nasir
   • Nichalin Summerfield
   • Asil Oztekin

   Theoretical article 12 May 2020 Pages: 287 - 313