Issues

Modeling customer satisfaction and loyalty: survey data versus data mining

Chris Baumann; Greg Elliott; Suzan Burton
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The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity

Namin Kim; Francis M. Ulgado
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Complementary effects of relational bonds in information asymmetry contexts

Prithwiraj Nath; Avinandan Mukherjee
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Predicting negative consumer reactions to services offshoring

Shawn T. Thelen; Terri Shapiro
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Servicescape interior design and consumers' personality impressions

Ulrich R. Orth; Frauke Heinrich; Keven Malkewitz
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The effects of dining atmospherics on behavioral intentions through quality perception

Jooyeon Ha; SooCheong (Shawn) Jang
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Customer creation of service products: role of frustration in customer evaluations

Priyanko Guchait; Karthik Namasivayam
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