Issues

Internationalization strategies for services: a retrospective

Christian Grönroos
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Retrospective: efficiency in service delivery: technological or humanistic approaches?

Scott W. Kelley
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The effect of cues on service quality expectations and service selection in a restaurant setting: A retrospective and prospective commentary

Jill Sweeney; Robert W. Armstrong; Lester W. Johnson
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Co-creating value with consumers through social media

Tzu-Yi Kao; Ming-Hsien Yang; Ji-Tsung Ben Wu; Ya-Yun Cheng
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Studying customers’ resource integration by service employees in interactional value co-creation

Loïc Plé
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Intrinsic value dimensions and the value-satisfaction-loyalty chain: a causal model for services

Martina G. Gallarza; Francisco Arteaga-Moreno; Giacomo Del Chiappa; Irene Gil-Saura
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Does relationship communication matter in B2C service relationships?

M.S. Balaji; Sanjit Kumar Roy; Khong Kok Wei
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Customer relationship investment and relationship strength: evidence from insurance industry in China

Guicheng Shi; Huimei Bu; Yuan Ping; Matthew Tingchi Liu; Yonggui Wang
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Understanding the role of regulatory focus in e-tailing activities

Gopal Das
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Role of personal cultural orientations in intercultural service encounters

Piyush Sharma; Zhan Wu; Yong Su
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Managing the downside effect of a productivity orientation

Jun Ye; Jesse King
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