Issues

Special Issue: The Janus Face of Customer Service. Guest Editors: Philip J. Kitchen, Charles R. Taylor

Guest editorial

Philip J. Kitchen; Charles R. Taylor
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Addressing the Janus face of customer service: a typology of new age service failures

Charles R. Taylor; Philip J. Kitchen; Matthew E. Sarkees; Christian O. Lolk
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Gaining satisfaction: the role of brand equity orientation and failure type in service recovery

Ke Ma; Xin Zhong; Guanghui Hou
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Time lags, non-linearity and asymmetric effects in an extended service-profit chain

Gregory Strydom; Michael T. Ewing; Campbell Heggen
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The impact of collective brand personification on happiness and brand loyalty

Dominique Braxton; Loraine Lau-Gesk
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Reimagining customer service through journey mapping and measurement

Charles H. Patti; Maria M. van Dessel; Steven W. Hartley
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Extending the experience construct: an examination of online grocery shopping

Reema Singh; Magnus Söderlund
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Inferred respect: a critical ingredient in customer satisfaction

Laurence Ashworth; Maureen A. Bourassa
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Service gifts, collective social connection and reciprocity

Yihui (Elina) Tang; Christian Hinsch; Donald J. Lund; Husni Kharouf
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Does one bad apple ruin a firm’s green brand image? Examining frontline service employees’ environmentally irresponsible behaviors

Lin Zhang; Jintao Wu; Honghui Chen; Bang Nguyen
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Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

Subhadip Roy; Varsha Jain
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Management response to negative comments, psychological distance and product nature: a consumer perspective

Chundong Zheng; Liping Yuan; Xuemei Bian; Han Wang; Lei Huang
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A bibliometric investigation of service failure literature and a research agenda

Pantea Fouroudi; Philip J. Kitchen; Reza Marvi; Tugra Nazli Akarsu; Helal Uddin
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Introducing the socialbot: a novel touchpoint along the young adult customer journey

Carolyn Wilson-Nash; Amy Goode; Alice Currie
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