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Dhruv Grewal
Michael Levy
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Jim Brown
Rajiv Dant
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Robert Kozinets
V. Kumar
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Louis Bucklin
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Forthcoming Papers
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1. Competing through service Insights from service-dominant logic
Lusch Robert F., Stephen L. Vargo and Matthew O’Brien
| 10. Multiple Reference Effects in Service Evalautions: Role of Alternative Attractiveness and Self-Image Congruity
Yim, Chi Kin (Bennett), Kimmy Wa Chan and Kineta Hung
| 2. An assessment of value creation in mobile service delivery and the moderating role of time consciousness
Kleijnen, Mirella, Ko de Ruyter and Martin Wetzels
| 3. The effect of customer service on retailers’ shareholder wealth: The role of availability and reputation cues
Wiles, Michael A
| 4. The WOW factor: Creating value through win back offers to reacquire lost customers
Tukman, Lenita M. Davis, Katherine N. Lemon
| 5. The impact of code switching on service encounters
Schau, Hope Jensen, Stephanie Dellande and Mary. C.
| 6. Interactional service failures in a pseudorelationship The role of organizational attributions
Hess, Ronald J., Shankar Ganesan and Noreen M. Klein
| 7. Understanding brand dealer retention in the new car market: The moderating role of brand tier
Verhoef, Peter C., Fred Langerak and Bas
| 8. The Role of Pleasant Music in Servicescapes A test of the dual model of environmental perception
Morin, Sylvie, Laurette Dube and Jean-Charles Chebat
| 9. Employee versus Supervisor Rating of Performance in the Retail Customer Service Sector
Netemeyer, Richard G. and James G. Maxham III | |
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