Benjamin Schneider, William H. Macey, Wayne C. Lee, and Scott A. Young

Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance
Journal of Service Research 2009 12: 3-14. [Abstract] [PDF] [References] [Request Permission]  

Mirella Kleijnen, Annouk Lievens, Ko de Ruyter, and Martin Wetzels

Knowledge Creation Through Mobile Social Networks and Its Impact on Intentions to Use Innovative Mobile Services
Journal of Service Research 2009 12: 15-35. [Abstract] [PDF] [References] [Request Permission]  

Ja-Shen Chen, Hung Tai Tsou, and Astrid Ya-Hui Huang

Service Delivery Innovation: Antecedents and Impact on Firm Performance
Journal of Service Research 2009 12: 36-55. [Abstract] [PDF] [References] [Request Permission]  

Wendy L. Tate, Lisa M. Ellram, and Stephen W. Brown

Offshore Outsourcing of Services: A Stakeholder Perspective
Journal of Service Research 2009 12: 56-72. [Abstract] [PDF] [References] [Request Permission]  

Wendy W. Moe and Peter S. Fader

The Role of Price Tiers in Advance Purchasing of Event Tickets
Journal of Service Research 2009 12: 73-86. [Abstract] [PDF] [References] [Request Permission]  

Elizabeth Gelfand Miller, Mary Frances Luce, Barbara E. Kahn, and Emily F. Conant

Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process
Journal of Service Research 2009 12: 87-99. [Abstract] [PDF] [References] [Request Permission]  

Nichola Robertson and Robin N. Shaw

Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context
Journal of Service Research 2009 12: 100-116. [Abstract] [PDF] [References] [Request Permission]  

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