1. Service business track at INBAM, Barcelona, 2014 “Service Design and Technology”

   • Johan Versendaal
   • José M. Merigó

   Call for Papers 24 November 2013 Pages: 183 - 184

2. Using customer contact centres as relationship marketing instruments

   • Zanna van der Aa
   • Josée Bloemer
   • Jörg Henseler

   Empirical Article 13 December 2013 Pages: 185 - 208

   

3. The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry

   • Enrique Bigné
   • Carla Ruiz
   • Blanca Hernandez

   Empirical article 13 December 2013 Pages: 209 - 232

   

4. Innovation management capabilities in rural and urban knowledge intensive business services: empirical evidence

   • Cristina Fernandes
   • João J. Ferreira
   • Carla S. Marques

   Empirical article 13 December 2013 Pages: 233 - 256

   

5. The antecedents and influences of airline loyalty programs: the moderating role of involvement

   • Edward Shih-Tse Wang
   • Lily Shui-Lien Chen
   • I. Fei Chen

   Empirical article 16 January 2014 Pages: 257 - 280

   

6. Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery

   • Yong-sook Lee
   • Woo-jin Shin

   Empirical article Open access 08 January 2014 Pages: 281 - 295

   

7. Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes

   • Jesús Cambra-Fierro
   • Iguácel Melero-Polo
   • Javier Sese

   Empirical article 03 January 2014 Pages: 297 - 320

   

8. Self-customization of online service environments by users and its effect on their continuance intention

   • Youn Jung Kang
   • Won Jun Lee

   Empirical Article 28 January 2014 Pages: 321 - 342

   

9. Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation

   • Aizzat Mohd. Nasurdin
   • Noor Hazlina Ahmad
   • Cheng Ling Tan

   Empirical article 25 January 2014 Pages: 343 - 360