Laguna University Digital Library

Discover books, e-journals, theses, and special collections — all in one place.

INDEX TO PERIODICALS

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Impacts of the COVID 19 pandemic on employees’ work stress, well being, mental health, organizational citizenship behavior, and employee customer identification

Jongsik Yu, Junghyun Park & Sunghyup Sean Hyun

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Autonomy or Security? Core Value Trade Offs and Spillovers in Servicescapes for Vulnerable Customers

Birgitta Sandberg, Leila Hurmerinta, Henna M. Leino, and Mira Menzfeld

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Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer Boosting

Martin Bieler, Peter Maas, Lukas Fischer, and Nele Rietmann

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Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence

Yany Gregoire and Anna S. Mattila

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Do Customer Discounts Affect Frontline Employees?

Cord Christian Troebs, Tillmann Wagner and Walter Herzog

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Moving Service Research Forward

Ming-Hui Huang, Edward Malthouse, Stephanie Noble, and Martin Wetzels

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Writing for Impact in Service Research

Chahna Gonsalves, Stephan Ludwig, Ko de Ruyter, and Ashlee Humphreys

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Consumers on the Job: Contextualization Crafting in Expert Services

Courtney Nations Azzari, Laurel Anderson, Martin Mende, Josephine Go Jefferies, Hilary Downey, Amy L. Ostrom and Jelena Spanjol

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Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability

Silke Boenigk, Aaron A. Kreimer, Annika Becker, Linda Alkire, Raymond P. Fisk, and Sertan Kabaday

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Customer Work Practices and the Productive Third Place

Laetitia Mimoun and Adele Gruen

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The Mode Heuristic in Service Consumers’ Interpretations of Online Rating Distributions

Sarah Kocher and Soren Kocher

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Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers

Birgitta Sandberg, Leila Hurmerinta, Henna M. Leino, and Mira Menzfeld

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Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer Boosting

Martin Bieler, Peter Maas, Lukas Fischer and Nele Rietmann

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Rise of the Machines? Customer Engagement in Automated Service Interactions

Linda D. Hollebeek, David E. Sprott, and Michael K. Brady

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

Li Xiao and V. Kumar