Journal of Service ResearchVolume 23, Issue 3, August 2021
EditorialService Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
Yany Grégoire, Anna S. Mattila
https://doi.org/10.1177/1094670520958073ArticlesService Research Priorities: Managing and Delivering Service in Turbulent Times
Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang, Janet R. McColl-Kennedy
https://doi.org/10.1177/10946705211021915To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton
https://doi.org/10.1177/1094670520978798Revisiting the Age Construct: Implications for Service Research
Volker G. Kuppelwieser, Philipp Klaus
https://doi.org/10.1177/1094670520975138Do Customer Discounts Affect Frontline Employees?
Cord-Christian Troebs, Tillmann Wagner, Walter Herzog
https://doi.org/10.1177/1094670520933694Assessing the Effects of Service Variability on Consumer Confidence and Behavior
Clay M. Voorhees, Jonathan M. Beck, Praneet Randhawa, Kristen Bell DeTienne, Sterling A. Bone
https://doi.org/10.1177/1094670520952145Employee Reactions to Preservice Tips and Compliments
Raymond Lavoie, Kelley Main, JoAndrea Hoegg, Wenxia Guo
https://doi.org/10.1177/1094670520960231When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees
Yumeng Yue, Helena Nguyen, Markus Groth, Anya Johnson, Stephen Frenkel
https://doi.org/10.1177/1094670520967994------------------------------
Ming-Hui Huang, PhD
Editor-in-Chief Elect, Journal of Service Research
Distinguished Professor, National Taiwan University
Fellow, European Marketing Academy (EMAC)
International Research Fellow, Centre for Corporate Reputation, University of Oxford, UK
Distinguished Research Fellow, Center for Excellence in Service, University of Maryland, US
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