Kate Walsh, Cathy A. Enz, and Linda Canina

The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms
Journal of Service Research 2008 10: 300-317. [Abstract] [PDF] [References] [Request Permission]  

Lia Patrício, Raymond P. Fisk, and João Falcão e Cunha

Designing Multi-Interface Service Experiences: The Service Experience Blueprint
Journal of Service Research 2008 10: 318-334. [Abstract] [PDF] [References] [Request Permission]  

Gary M. Thompson and Robert J. Kwortnik Jr

Pooling Restaurant Reservations to Increase Service Efficiency
Journal of Service Research 2008 10: 335-346. [Abstract] [PDF] [References] [Request Permission]  

Betsy Bugg Holloway and Sharon E. Beatty

Satisfiers and Dissatisfiers in the Online Environment: A Critical Incident Assessment
Journal of Service Research 2008 10: 347-364. [Abstract] [PDF] [References] [Request Permission]  

Shannon Anderson, Lisa Klein Pearo, and Sally K. Widener

Drivers of Service Satisfaction: Linking Customer Satisfaction to the Service Concept and Customer Characteristics
Journal of Service Research 2008 10: 365-381. [Abstract] [PDF] [References] [Request Permission]  

Lloyd C. Harris and Emmanuel Ogbonna

The Dynamics Underlying Service Firm—Customer Relationships: Insights From a Study of English Premier League Soccer Fans
Journal of Service Research 2008 10: 382-399. [Abstract] [PDF] [References] [Request Permission]  

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