Issues

Editorial: bringing socially unacceptable services into services marketing

Mark Scott Rosenbaum; Rebekah Russell-Bennett
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Transformative place management (TPM) in commercial settings and business performance

Mauricio Losada-Otálora; Jose Ribamar Siqueira
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Transforming technology-mediated health-care services through strategic sense-giving

Athanasia Daskalopoulou; Josephine Go Jefferies; Alexandros Skandalis
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Legitimate and illegitimate consumer complaining behavior: a review and taxonomy

Swapan Deep Arora; Anirban Chakraborty
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Eye for an eye? Frontline service employee reactions to customer incivility

Regina Frey-Cordes; Meike Eilert; Marion Büttgen
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Customer incivility, rapport and tipping: the moderating role of agreeableness

Hana Medler-Liraz
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Direct and indirect negatively valenced engagement behavior

Jaylan Azer; Matthew Alexander
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The role of blocked gratitude in non-voluntary tipping

Ismail Karabas; Jeff Joireman
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How perceptions of firm environmental and social values influence frontline employee outcomes

Colin B. Gabler; V. Myles Landers; Adam Rapp
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Harnessing the waiting experience: anticipation, expectations and WOM

Anjala S. Krishen; Orie Berezan; Shaurya Agarwal; Brian Robison
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