A customer perspective on product eliminations: how the removal of products affects customers and business relationships Christian HomburgAndreas FürstJana-Kristin Prigge Original Empirical Research 19 November 2009 Pages: 531 - 549
The coordination strategies of high-performing salespeople: internal working relationships that drive success Michelle D. StewardBeth A. WalkerAjith Kumar Original Empirical Research 23 September 2009 Pages: 550 - 566
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support Katja Gelbrich Original Empirical Research 16 September 2009 Pages: 567 - 585
Pride in contemporary sport consumption: a marketing perspective Alain DecropChristian Derbaix Original Empirical Research 16 September 2009 Pages: 586 - 603
Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting Ahmad DaryantoKo de RuyterPaul G. Patterson Original Empirical Research 14 August 2009 Pages: 604 - 616
Exploring consumer conflict management in service encounters Michael B. BeverlandSteven M. KatesEmily Chung Original Empirical Research 23 July 2009 Pages: 617 - 633
The influence of C2C communications in online brand communities on customer purchase behavior Mavis T. AdjeiStephanie M. NobleCharles H. Noble Original Empirical Research 13 November 2009 Pages: 634 - 653
Opportunistic customer claiming during service recovery Jochen WirtzJanet R. McColl-Kennedy Original Empirical Research 31 October 2009 Pages: 654 - 675