Issues

Editorial: taking some novel advice

Steve Baron; Rebekah Russell-Bennett
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Inertia in services: causes and consequences for switching

David M. Gray; Steven D’Alessandro; Lester W. Johnson; Leanne Carter
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The productive service employee: personality, stress, satisfaction and performance

Eric G. Harris; David E. Fleming
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Effects of exit barriers on word of mouth activities

Birgit Leisen Pollack
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Linking service convenience to satisfaction: dimensions and key moderators

Sabine Benoit; Sonja Klose; Andreas Ettinger
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Explaining customers’ financial service choice with loyalty and cross-buying behaviour

Antonia Estrella-Ramón
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Visual service scape aesthetics and consumer response: a holistic model

Deepak S. Kumar; Keyoor Purani; Sunil Sahadev
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Exploring task-service fit and usefulness on branded applications continuance

Yu-Hui Fang
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Power versus trust – what matters more in collaborative consumption?

Eva Hofmann; Barbara Hartl; Elfriede Penz
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Giving back the “self” in self service: customer preferences in self-service failure recovery

Joel E. Collier; Michael Breazeale; Allyn White
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Influence of empathy on hotel guests’ emotional service experience

Hamsanandini Umasuthan; Oun-Joung Park; Jong-Hyun Ryu
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Employee revenge against uncivil customers

Akanksha Bedi; Aaron C.H. Schat
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Investigating status demotion in hierarchical loyalty programs

B. Ramaseshan; Robyn Ouschan
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Snubbing the old to embrace the new: the impact of cross-buying on the usage of existing services

Anup Krishnamurthy; G. Shainesh
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