Issues

Editorial

Mark Scott Rosenbaum
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Market structure and pricing objectives in the services sector

Kostis Indounas
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A designerly way of analyzing the customer experience

Jakob Trischler; Anita Zehrer; Jessica Westman
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Integrating methods for the prioritization of innovations and improvements in services

Jaime Dagostim Picolo; Gérson Tontini
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The role of employee emotional competence in service recovery encounters

Teresa Fernandes; Marta Morgado; Maria Antónia Rodrigues
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A review of value drivers in service settings

Maria-Eugenia Ruiz-Molina; Martina Gallarza; Irene Gil-Saura
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Employees’ psychological empowerment and performance: how customer feedback substitutes for leadership

Sylvie Guerrero; Denis Chênevert; Christian Vandenberghe; Michel Tremblay; Ahmed Khalil Ben Ayed
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Improving consumers’ willingness to pay using social media activities

Pedro Torres; Mário Augusto; Elaine Wallace
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Positive psychological capacities: the mystery ingredient in successful service recoveries?

Carol Azab; Terry Clark; Cheryl Burke Jarvis
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Cross-national differences in complaint behavior: cultural or situational?

Jeffrey G. Blodgett; Aysen Bakir; Anna S. Mattila; Andrea Trujillo; Claudia Quintanilla; A. Banu Elmadağ
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Barriers to firm service innovativeness in emerging economies

Serdar S. Durmusoglu; Dilek Zamantili Nayir; Malika Chaudhuri; Junsong Chen; Ingela Joens; Stephanie Scheuer
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