JOURNAL OF SERVICE RESEARCH

Service Robots: Drivers of Perceived Responsibility for Service Outcomes

How Does Innovation Emerge in a Service Ecosystem?

The Score Is Not the Music: Integrating Experience and Practice Perspectives on Value Co-Creation in Collective Consumption Contexts

Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others

Paying Before or Paying After? Timing and Uncertainty in Pay-What-You-Want Pricing

Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions

The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

Managing Customer Resource Endowments and Deficiencies for Value Cocreation: Complex Relational Services

Sharing Goods? Yuck, No! An Investigation of Consumers’ Contamination Concerns About Access-Based Services

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects

Toxic Collaborations: Co-Destroying Value in the B2B Context

The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated

Perspectives on the Organizational Context of Frontlines: A Commentary

Positive Customer Churn: An Application to Online Dating

Short- and Long-Term Effects of Nonconsciously Processed Ambient Scents in a Servicescape: Findings From Two Field Experiments

Design Antecedents of Telepresence in Virtual Service Environments

An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments

Unpacking the Relationship Between Customer (In)Justice and Employee Turnover Outcomes: Can Fair Supervisor Treatment Reduce Employees’ Emotional Turmoil?:

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?:

The Survival Benefits of Service Intensity for New Manufacturing Ventures: A Resource-Advantage Theory Perspective

Assessing Value From Business-to-Business Services Relationships: Temporality, Tangibility, Temperament, and Trade-Offs

The Staging of Contested Servicescapes

Design Antecedents of Telepresence in Virtual Service Environments

Offensive and Defensive Marketing in Spatial Competition

Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers

Peer Engagement Behaviors: Conceptualization and Research Directions:

Peer Engagement Behaviors: Conceptualization and Research Directions