Issues

Editorial: the role of the editor – managing fair play

Rebekah Russell-Bennett; Steve Baron
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Virtual brand community engagement practices: a refined typology and model

Linda D. Hollebeek; Biljana Juric; Wenyan Tang
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Relationship marketing readiness: theoretical background and measurement directions

Christian Grönroos
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All that is solid melts into air: the servicescape in digital service space

David Ballantyne; Elin Nilsson
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An empirical examination of the services triangle

Sidney Anderson; Jeffery Smith
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Rethinking functionality and emotions in the service consumption process: the case of funeral services

Bernard Korai; Nizar Souiden
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Exploring the “black box” of customer co-creation processes

Jakob Trischler; Simon J. Pervan; Donald Robert Scott
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#IHateYourBrand: adaptive service recovery strategies on Twitter

Alexandra K. Abney; Mark J. Pelletier; Toni-Rochelle S. Ford; Alisha B. Horky
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Information richness and trust in v-commerce: implications for services marketing

Thomas Chesney; Swee-Hoon Chuah; Angela R. Dobele; Robert Hoffmann
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