Peter R. Magnusson, Jonas Matthing, and Per Kristensson

Managing User Involvement in Service Innovation: Experiments with Innovating End Users
Journal of Service Research 2003 6: 111-124. [Abstract] [PDF] [References]  

Sheryl E. Kimes and Jochen Wirtz

Has Revenue Management become Acceptable?: Findings from an International Study on the Perceived Fairness of Rate Fences
Journal of Service Research 2003 6: 125-135. [Abstract] [PDF] [References]  

Anna S. Mattila, Alicia A. Grandey, and Glenda M. Fisk

The Interplay of Gender and Affective Tone in Service Encounter Satisfaction
Journal of Service Research 2003 6: 136-143. [Abstract] [PDF] [References]  

Lloyd C. Harris and Kate L. Reynolds

The Consequences of Dysfunctional Customer Behavior
Journal of Service Research 2003 6: 144-161. [Abstract] [PDF] [References]  

Ad de Jong, Ko de Ruyter, and Jos Lemmink

The Adoption of Information Technology by Self-Managing Service Teams
Journal of Service Research 2003 6: 162-179. [Abstract] [PDF] [References]  

Hani I. Mesak and Ali F. Darrat

An Empirical Inquiry into New Subscriber Services under Interdependent Adoption Processes
Journal of Service Research 2003 6: 180-192. [Abstract] [PDF] [References]  

Tom DeWitt and Michael K. Brady

Rethinking Service Recovery Strategies: The Effect of Rapport on Consumer Responses to Service Failure
Journal of Service Research 2003 6: 193-207. [Abstract] [PDF] [References]  

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