Issues

Editorial: beyond publish or perish: the importance of citations and how to get them

Steve Baron; Rebekah Russell-Bennett
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Retrospective: a cross-sectional test of the effect and conceptualization of service value revisited

J. Joseph Cronin, Jr.
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Does a retailer’s charisma matter? A study of frontline employee perceptions of charisma in the retail setting

Arto Lindblom; Sami Kajalo; Lasse Mitronen
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Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

Donald C. Barnes; Joel E. Collier; Vince Howe; K. Douglas Hoffman
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Propensity for reciprocity among frontline employees

David A. Gilliam; Steven W. Rayburn
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The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation

Won-Moo Hur; Taewon Moon; Jea-Kyoon Jun
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How does customer orientation influence authentic emotional display?

Yu-Shan (Sandy) Huang; Tom J. Brown
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Determinants of customer price sensitivity: an empirical analysis

Sérgio Dominique-Ferreira; Helder Vasconcelos; João F. Proença
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Gratitude in service encounters: implications for building loyalty

Dora Elizabeth Bock; Judith Anne Garretson Folse; William C. Black
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Consumer envy during service encounters

Gerardo Joel Anaya; Li Miao; Anna S. Mattila; Barbara Almanza
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