Service Branding and Selling

• Branded Service Encounters:  Strategically Aligning Employee Behavior With the Brand Positioning (Nancy J. Sirianni, Mary Jo Bitner, Stephen W. Brown, Naomi Mandel)

• Building Long Term Relationships Between Service Organizations and Customers (Ruth Bolton, Ranjit M. Christopher)

• Communication-In-Use and Customer Driven Integrated
  Marketing Communication (Åke Finne, Christian Grönroos)

• Customer Responses To Channel Migration Strategies Toward the E-Channel (Debra Trampe, Umut Konuş, Peter C. Verhoef)

• Customer-To-Customer Interactions: Broadening the Scope of Word of Mouth Research (Ruth Bolton, Marnix S. Bugel, Oliver Gotz, Barak Libai, Hans Riselada, Ko de Ruyter, Andrew T. Stephen)

• Decoding Customer-Firm Relationships:  How Attachment Styles Help Explain Customers’ Preferences For Closeness, Repurchase Intentions, and Changes In Relationship Breadth (Martin Mende, Ruth N. Bolton, Mary Jo Bitner)

• Getting the Right Payoff From Customer Penalty Fees (Stephen Tax, Young ‘‘Sally’’ Kim, Sudhir Nair)

• Growing Existing Customers’ Revenue Streams Through Customer Referral Programs (Ina Garnefeld, Andreas Eggert, Sabrina Helm, Stephen S. Tax)

• It’S All Relative: How Customer-Perceived Competitive Advantage Influences Referral Intentions. Marketing Letters (Martin Mende, Scott A. Thompson, Christian Coenen)

• Negative Critical Waves In Business Relationships: an Extension of the Critical Incident Perspective (Bo Edvardsson, Christian Kowalkowski, Tore Strandvik, Päivi Voima)

• Reward Redemption Effects In A Loyalty Program When Customers Choose How Much and When To Redeem (Matilda Dorotic, Peter C. Verhoef, Dennis Fok, Tammo Ha Bijmolt)

• Strategic Brand Management: Archetypes For Managing Brands Through Paradoxes (Claes Högström, Anders Gustafsson, Bård Tronvoll)

• The Coordination Strategies of High-Performing Salespeople: Internal Working Relationships That Drive Success (Michelle D. Steward, Beth A. Walker, Michael D. Hutt, Ajith Kumar)

• The Effect of Customer Information During New Product Development On Profits From Goods and Services (Lars Witell, Anders Gustafsson, Michael D. Johnson)

• The Effect of Search Channel Elimination On Purchase Incidence, Order Size and Channel Choice (Umut Konus, Scott A. Neslin, Peter C. Verhoef)

• The Role of Consumer Confidence In Creating Customer Loyalty (Yi-Chun Ou, Lisette de Vries, Thorsten Wiesel, Peter C. Verhoef)

• The Role of the Recruitment Brand On Service Firms’ Performance (Michael A. Wiles, Sascha Raithel)

• Understanding Unethical Retail Disposition Practice and Restraints From the Consumer Perspective (Mark S. Rosenbaum, Ronald Kuntze, Barbara Ross-Wooldridge)

• Value Propositions (Jennifer Chandler, Robert Lusch)

• Value-Based Selling In Business Relationships (Paul Viio, Christian Grönroos)

• Wearing Community: Why Customers Purchase A Service Firm’S Logo Products (Mark S. Rosenbaum, Drew Martin)

• Why Attachment Security Matters: How Customers’ Attachment Styles Influence Their Relationships With Service Firms and Service Employees (Ruth Bolton, Martin Mende)