Issues

Editorial: the importance of the snappy title

Rebekah Russell-Bennett; Steve Baron
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Retrospective: service failure and loyalty: an exploratory empirical study of airline customers

Adrian Palmer; David Bejou
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Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services

Paul Patterson
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Social media communication strategies

Paola Barbara Floreddu; Francesca Cabiddu
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Attraction during the service encounter: examining the other side of the coin

Volker G. Kuppelwieser; Mourad Touzani
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Powerful or powerless customers: the influence of gratitude on engagement with CSR

Anna S. Mattila; Laurie Wu; Choongbeom Choi
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The evolution of brand personality: an application of online travel agencies

Hong-Youl Ha
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Drivers of user engagement in eWoM communication

Alexander Rossmann; Kumar Rakesh Ranjan; Praveen Sugathan
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Service employees’ fit, work-family conflict, and work engagement

Osman M. Karatepe; Georgiana Karadas
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