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Journal Articles

Intercultural competence and customer facial recognition

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Geraldine Rosa Henderson, Tracy Rank-Christman, Tiffany Barnett White, Kimberly Dillon Grantham, Amy L. Ostrom, John G. Lynch
Journal: Journal of Services Marketing
Journal of Services Marketing (2018) 32 (5): 570–580.
https://doi.org/10.1108/JSM-07-2017-0219
Published: 10 August 2018
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Journal Articles

Retrospective: the effect of guarantees on consumers’ evaluation of services

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Amy L. Ostrom, Dawn Iacobucci
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (4): 373–376.
https://doi.org/10.1108/JSM-04-2016-0138
Published: 11 July 2016
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Journal Articles

“Futurizing” smart service: implications for service researchers and managers

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Nancy V. Wuenderlich, Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss, Jos G.A.M. Lemmink
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 442–447.
https://doi.org/10.1108/JSM-01-2015-0040
Published: 14 September 2015
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Journal Articles

Loyalty programs and a sense of community

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Mark S. Rosenbaum, Amy L. Ostrom, Ronald Kuntze
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (4): 222–233.
https://doi.org/10.1108/08876040510605253
Published: 01 June 2005
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Journal Articles

The effect of guarantees on consumers’ evaluation of services

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Amy L. Ostrom, Dawn Iacobucci
Journal: Journal of Services Marketing
Journal of Services Marketing (1998) 12 (5): 362–378.
https://doi.org/10.1108/08876049810235405
Published: 01 October 1998
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