Issues

Editorial

Rebekah Russell-Bennett; Mark Scott Rosenbaum
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Introducing the transformative service mediator: value creation with vulnerable consumers

Raechel Johns; Janet Davey
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Customer participation and service outcomes: mediating role of task-related affective well-being

Aswathy Asokan Ajitha; Piyush Sharma; Russel P.J. Kingshott; Upendra Kumar Maurya; Arshinder Kaur
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Empathy for service: benefits, unintended consequences, and future research agenda

Liliana L. Bove
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Technology in use – characterizing customer self-service devices (SSDS)

Johanna Gummerus; Michaela Lipkin; Apramey Dube; Kristina Heinonen
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Triggers and motivators of privacy protection behavior on Facebook

Linda Alkire; Johannes Pohlmann; Willy Barnett
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Two routes of service modularization: advancing standardization and customization

Ida Gremyr; Aku Valtakoski; Lars Witell
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Making sense of customer service experiences: a text mining review

Dominik Mahr; Susan Stead; Gaby Odekerken-Schröder
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Viewpoint: conveying managerial relevance into service research

Philipp Phil Klaus
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Managing informal service organizations at the base of the pyramid (BoP)

Javier Reynoso; Karla Cabrera
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A viewpoint from the trenches

Paul Sergius Koku
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