Issues

Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage

Aditi Sarkar Sengupta; Marla Royne Stafford; Alexa K. Fox
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The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM

Süleyman Çelik; Öznur Özkan Tektaş; Bahtışen Kavak
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Spoken service language for customer well-being in a transformative service context: residential aged care

Madalyn Anne Scerri; Rajka Presbury
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Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application

Beini Liu; Zhenyan Li; Yaoyao Fu
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How to respond to negative online reviews: language style matters

Shu Zhang; Lixun Su; Weiling Zhuang; Barry J. Babin
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Comparing three contract types to optimize profits in service firm – digital service platform relationships

Richard Tarpey; Jinfeng Yue; Yong Zha; Jiahong Zhang
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