Issues

Editorial: recognizing the academic publishing service ecosystem

Steve Baron
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Psychological drivers of referral reward program effectiveness

Chiara Orsingher; Jochen Wirtz
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Omni-channel service failures and recoveries: refined typologies using Facebook complaints

Anneliese Rosenmayer; Lisa McQuilken; Nichola Robertson; Steve Ogden
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Customer brand engagement behavior in online brand communities

Taeshik Gong
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The effects of loyalty programs in services – a double-edged sword?

Baolong Ma; Xiaofei Li; Lin Zhang
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Refurbishing services and how services enhance consumer well-being

Jeffrey F. Durgee; Garo Agopian
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Share experiences: receiving word of mouth and its effect on relationships with donors

Larissa M. Sundermann
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An exploratory study of value added services

Hossein Olya; Levent Altinay; Glauco De Vita
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Beyond chemistry: the role of employee emotional competence in personalized services

Jorge Matute; Ramon Palau-Saumell; Giampaolo Viglia
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Coping with the ambivalent emotions of guilt and pride in the service context

Renaud Lunardo; Camille Saintives
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