1. Product competitiveness and beating analyst earnings target

   • Xueming Luo

   Original Empirical Research 18 July 2009 Pages: 253 - 264

   

2. On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations

   • Christian Homburg
   • Andreas Fürst
   • Nicole Koschate

   Original Empirical Research 09 October 2009 Pages: 265 - 287

   

3. The service quality-satisfaction link revisited: exploring asymmetries and dynamics

   • Tomas Falk
   • Maik Hammerschmidt
   • Jeroen J. L. Schepers

   Original Empirical Research Open access 30 July 2009 Pages: 288 - 302

   

4. The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development

   • Philippe Aurier
   • Gilles N’Goala

   Original Empirical Research 02 September 2009 Pages: 303 - 325

   

5. Customer relationship management and firm performance: the mediating role of business strategy

   • Martin Reimann
   • Oliver Schilke
   • Jacquelyn S. Thomas

   Original Empirical Research 12 August 2009 Pages: 326 - 346

   

6. Great expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust

   • Peter R. Darke
   • Laurence Ashworth
   • Kelley J. Main

   Original Empirical Research 18 September 2009 Pages: 347 - 362

   

7. Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers

   • Sergio Román
   • Dawn Iacobucci

   Original Empirical Research 01 October 2009 Pages: 363 - 382

   

8. Sales promotions and channel coordination

   • Berend Wierenga
   • Han Soethoudt

   Original Empirical Research Open access 01 August 2009 Pages: 383 - 397