Ausgabe 6/2017
Special Issue: Service Marketing Strategy
Inhalt (10 Artikel)
ORIGINAL EMPIRICAL RESEARCH
Service crisis recovery and firm performance: insights from information breach announcements
Shahin Rasoulian, Yany Grégoire, Renaud Legoux, Sylvain Sénécal
Original Empirical Research
Do loyal customers really pay more for services?
Nita Umashankar, Yashoda Bhagwat, V. Kumar
Original Empirical Research
The influence of service employees and other customers on customer unfriendliness: a social norms perspective
Arne K. Albrecht, Gianfranco Walsh, Simon Brach, Dwayne D. Gremler, Erica van Herpen
ORIGINAL EMPIRICAL RESEARCH
Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level
Ying Ding, Hean Tat Keh
Original Empirical Research
Unveiling the recovery time zone of tolerance: when time matters in service recovery
Jens Hogreve, Nicola Bilstein, Leonhard Mandl
Open Access
Original Empirical Research
Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences
Tim Hilken, Ko de Ruyter, Mathew Chylinski, Dominik Mahr, Debbie I. Keeling
Conceptual/Theoretical Paper
Business models as service strategy
Heiko Wieland, Nathaniel N. Hartmann, Stephen L. Vargo
CONCEPTUAL/THEORETICAL PAPER
Customer participation in services: domain, scope, and boundaries
Beibei Dong, K. Sivakumar