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Journal Articles

Out of the public eye: the art of redirection in webcare apologies

Laurel Johnston, Joanna Phillips Melancon, J. Sebastian Leguizamon

Journal of Services Marketing (2025) 39 (3): 265–279.

https://doi.org/10.1108/JSM-12-2023-0446

Published: 25 February 2025

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Includes: Supplementary data

Journal Articles

Selected dimensions of service gender: a study of perceptions of Generation Y

Joanna Phillips Melancon, Lukas P. Forbes, Douglas Fugate

Journal of Services Marketing (2015) 29 (4): 293–301.

https://doi.org/10.1108/JSM-04-2014-0148

Published: 13 July 2015

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Journal Articles

Fan identification, Schadenfreude toward hated rivals, and the mediating effects of Importance of Winning Index (IWIN)

Vassilis Dalakas, Joanna Phillips Melancon

Journal of Services Marketing (2012) 26 (1): 51–59.

https://doi.org/10.1108/08876041211199724

Published: 17 February 2012

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Journal Articles

Synergistic effects of operant knowledge resources

Joanna Phillips Melancon, David A. Griffith, Stephanie M. Noble, Qimei Chen

Journal of Services Marketing (2010) 24 (5): 400–411.

https://doi.org/10.1108/08876041011060693

Published: 03 August 2010

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