Issue 4/2021
Content (9 Articles)
Theoretical article
Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing
Jörg Finsterwalder, Alastair G. Tombs
Empirical article
Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel
Hung-Che Wu, Xiaolian Chen, Ya-Yuan Chang
Empirical article
Exploring the key success factors of films: a survival analysis approach
Ahyun Kim, Silvana Trimi, Sang-Gun Lee
Empirical article
Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
Won-Moo Hur, Tae-Won Moon, Minsung Kim
Empirical article
Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
Yang-Fei Tai, Yi-Chieh Wang, Ching-Ching Luo
Empirical article
Understanding customer-centric socialization in tourism services
HsiuJu Rebecca Yen, Hoa Pham Thi, Eldon Y. Li
Empirical article
The privacy victim experience of SoLoMo services: impact on trust, service quality, and privacy concerns
Heng-Li Yang, Ren-Xiang Lin
Empirical article
Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
Ramakrishna Salagrama, Sanjeev Prashar, T. Sai Vijay
Correction
Correction to: Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
Ramakrishna Salagrama, Sanjeev Prashar, T. Sai Vijay