Issues

Retrospective: the effect of guarantees on consumers’ evaluation of services

Amy L. Ostrom; Dawn Iacobucci
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Retrospective: “culture shocks” in inter-cultural service encounters?

Bernd Stauss
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The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings

Hyun Sik Kim; Beomjoon Choi
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When social media met commerce: a model of perceived customer value in group-buying

Yong-Ki Lee; Sally Y. Kim; Namho Chung; Kwanghoon Ahn; Jong-Won Lee
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Assessing the impact of mystery client traits on service evaluation

Pedro Quelhas Brito; Meena Rambocas
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Uncovering the silent language of waiting

Maria del Mar Pàmies; Gerard Ryan; Mireia Valverde
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The role of service relationships in employees’ and customers’ emotional behavior, and customer-related outcomes

Hana Medler-Liraz
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Strategies to enhance consumers’ identification with a service firm

Min-Hsin Huang; Zhao-Hong Cheng
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Turning inside out: perceived internal branding in customer-firm relationship building

Doo Syen Kang
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