INFORMS Open Forum

Journal of Service Research - August Issue TOC

  • 1.  Journal of Service Research - August Issue TOC

    Posted 13 days ago
    Journal of Service Research
    Volume 23, Issue 3, August 2021

    Editorial
    Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
    Yany Grégoire, Anna S. Mattila
    https://doi.org/10.1177/1094670520958073

    Articles
    Service 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/10.1177/10946705211021915

    To 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/10.1177/1094670520978798

    Revisiting the Age Construct: Implications for Service Research
    Volker G. Kuppelwieser, Philipp Klaus
    https://doi.org/10.1177/1094670520975138

    Do Customer Discounts Affect Frontline Employees?
    Cord-Christian Troebs, Tillmann Wagner, Walter Herzog
    https://doi.org/10.1177/1094670520933694

    Assessing 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/10.1177/1094670520952145

    Employee Reactions to Preservice Tips and Compliments
    Raymond Lavoie, Kelley Main, JoAndrea Hoegg, Wenxia Guo
    https://doi.org/10.1177/1094670520960231

    When 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

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    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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