Issues

A segmentation of adolescent online users and shoppers

William W. Hill; Sharon E. Beatty; Gianfranco Walsh
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Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

Min Gyung Kim; Anna S. Mattila
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A practical perspective on the classification of service innovations

Jung-Kuei Hsieh; Hung-Chang Chiu; Chih-Ping Wei; HsiuJu Rebecca Yen; Yu-Chun Cheng
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Revisiting internal market orientation: a note

Gurjeet Kaur Sahi; Subhash Lonial; Mahesh Gupta; Nitasha Seli
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Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings

Usha Ramanathan; Ramakrishnan Ramanathan
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Design of contracts between knowledge-intensive service firms in comparative property right settings

Stephen Rosenbaum
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