Roland Rust

What Kind of Journal Is the Journal of Service Research?
Journal of Service Research 1998 1: 3-4. [PDF]  

Eugene W. Anderson

Customer Satisfaction and Word of Mouth
Journal of Service Research 1998 1: 5-17. [Abstract] [PDF] [References]  

Gary W. Loveman

Employee Satisfaction, Customer Loyalty, and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking
Journal of Service Research 1998 1: 18-31. [Abstract] [PDF] [References]  

Dawn Iacobucci

Cognitive Networks of Services
Journal of Service Research 1998 1: 32-46. [Abstract] [PDF] [References]  

Sonja Radas and Steven M. Shugan

Managing Service Demand: Shifting and Bundling
Journal of Service Research 1998 1: 47-64. [Abstract] [PDF] [References]  

Amy K. Smith and Ruth N. Bolton

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?
Journal of Service Research 1998 1: 65-81. [Abstract] [PDF] [References]  

Tor Wallin Andreassen and Bodil Lindestad

The Effect of Corporate Image in the Formation of Customer Loyalty
Journal of Service Research 1998 1: 82-92. [Abstract] [PDF] [References]  

Benjamin Schneider, Michelle C. Paul, and Susan S. White

Too Much of a Good Thing: A Multiple-Constituency Perspective on Service Organization Effectiveness
Journal of Service Research 1998 1: 93-102. [Abstract] [PDF] [References]  

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