Bart Larivière

Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability: A Comprehensive Service-Profit Chain Application
Journal of Service Research 2008 11: 3-21. [Abstract] [PDF] [References] [Request Permission]  

Xiaoyun Han, Robert J. Kwortnik Jr, and Chunxiao Wang

Service Loyalty: An Integrative Model and Examination across Service Contexts
Journal of Service Research 2008 11: 22-42. [Abstract] [PDF] [References] [Request Permission]  

Peter J. Danaher, Denise M. Conroy, and Janet R. McColl-Kennedy

Who Wants a Relationship Anyway?: Conditions When Consumers Expect a Relationship With Their Service Provider
Journal of Service Research 2008 11: 43-62. [Abstract] [PDF] [References] [Request Permission]  

Martin Reimann, Ulrich F. Lünemann, and Richard B. Chase

Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction
Journal of Service Research 2008 11: 63-73. [Abstract] [PDF] [References] [Request Permission]  

Lee Phillip McGinnis, James W. Gentry, and Tao Gao

The Impact of Flow and Communitas on Enduring Involvement in Extended Service Encounters
Journal of Service Research 2008 11: 74-90. [Abstract] [PDF] [References] [Request Permission]  

Klaus Schoefer and Adamantios Diamantopoulos

The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses
Journal of Service Research 2008 11: 91-103. [Abstract] [PDF] [References] [Request Permission]  

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