Service Experience and Co-creation

• A Conceptual Model of Value Co-Creation Risk (Stephen S. Tax, Uzay Damali, Dave McCutcheon, Enrico Secchi)
• A Customer Liberation Manifesto (Raymond P. Fisk)
• A Global Study of How Goals and Emotions Influence Consumers’ Satisfaction With Their Retail Channel Experiences (Crina Tarasi, Ruth N. Bolton, Anders Gustafsson, Lars Witell)
• Comparing the Effect of Store Remodeling On New and Existing Customers (Tracey Dagger, Peter J. Danaher)
• Competing With Quality Service In Good Times and Bad (Leonard L. Berry)
• Co-Production: a Fear-Weather Syndrome? (Tor W. Andreassen, Anders Gustafsson, Heiko Gebauer)
• Customer Positivity and Participation In Services: an Empirical Test In a Health Care Context (Andrew S. Gallan, Cheryl Burke Jarvis, Stephen W. Brown, Mary Jo Bitner)
• Doing It the Hard Way:  Low Control Drives Preferences For High Effort Products and Services (Keisha Cutright, Adriana Samper)
• Drivers of Customers’ Service Experiences, a Study In the Restaurant Industry (Åsa Öström, Bo Edvardsson, Ute Walter)
• Expanding Understanding of Service Exchange and Value Co-Creation: a Social Construction Approach (Bo Edvardsson, Bård Tronvoll, Thorsten Gruber)
• Fresh Perspectives On Customer Experience (Janet R. McColl-Kennedy, Anders Gustafsson, Elina Jaakkola, Phil Klaus, Zoe Radnor, Helen Perks, Margareta Friman)
• Health Care Customer Value Co-Creation Practice Styles (Janet R. McColl-Kennedy, Stephen L. Vargo, Tracey Dagger, Jillian C. Sweeney, Yasmin van Kasteren)
• Heuristics and Resource Depletion: Eye-Tracking Customers’ In Situ Gaze Behavior In the Field (Erik Wästlund, Tobias Otterbring, Anders Gustafsson, Poja Shams)
• How Customer Participation In B2B Peer-To-Peer Problem-Solving Communities Influences the Need For Traditional Customer Service (Sterling A. Bone, Paul W. Fombelle, Kristal R. Ray, Katherine N. Lemon)
• How Goals, Emotions, and Touchpoints Influence the Customer Experience (Ruth Bolton)
• How to Create Customer Delight and Does It Really Drive Loyalty? an Examination of Customer Delight In a B2B Context (Lili Wenli Zou, Chi Kin (Bennett) Yim, Kimmy Wa Chan)
• Losses Loom Longer Than Gains:  Modeling the Impact of Service Crises On Perceived Service Quality Over Time (Maarten J. Gijsenberg, Harald J. van Heerde, Peter C. Verhoef)
• Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior (Sterling A. Bone, Katherine N. Lemon, Clay M. Voorhees, Katie A. Liljenquist, Paul M. Fombelle, Kristen B. DeTienne, R. Bruce Money)
• Profiting From Service Failure and Recovery (Michael J. Howley, Jr., Cheryl Burke Jarvis, Stephen W. Brown, James Ward)
• Reaching the Breaking Point: a Dynamic Process Theory of Business-To-Business Customer Defection (Thomas Hollmann, Cheryl Burke Jarvis, Mary Jo Bitner)
• Responding to the 98%: Face-Enhancing Strategies For Dealing With Rejected Customer Ideas (Paul W. Fombelle, Sterling A. Bone, Katherine N. Lemon)
• Selective Halo Effects Arising From Improving the Interpersonal Skills of Frontline Employees (Tracey Dagger, Peter Danaher, Jillian Sweeney, Janet McColl-Kennedy)
• Service Excellence: Creating Customer Experiences That Build Relationships (Ruth N. Bolton)
• Small Details That Make Big Differences: a Radical Approach to Consumption Experience As a Firm’S Differentiating Strategy (Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse)
• The Effect of Utilitarian, Hedonic, and Economic Value In Self- Production Versus Co-Production Decisions (Thomas Hollmann)
• The Impact On Customer Experiences of Language Use In Service Encounters (Jonas Holmqvist, Yves Van Vaerenbergh, Christian Grönroos)
• The Impact On Service Experiences of Psychological Distance Between Customers and Service Providers (Jonas Holmqvist, Duncan Guest, Christian Grönroos)
• The Service Delivery Network (Sdn): a Customer-Centric Perspective of the Customer Journey (Stephen Tax, David McCuthcheon, Ian Wilkinson)
• The Service Recovery Paradox: True But Overrated? (Stefan Michel, Matthew L. Meuter)
• Toward a Theory of Repeated Purchase Drivers Consumer Services (Michael Paul, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, Caroline Wiertz)
• Transformational Relationship Events (Colleen M. Harmeling, Robert W. Palmatier, Mark B. Houston, Mark J. Arnold, Stephen A. Samaha)
• Understanding Participation In Company Social Networks (Carla Martins, Lia Patrício)
• Understanding Value Co-Creation In Complex Services With Many Actors (Nelson Pinho, Gabriela Beirão, Lia Patrício, Raymond Fisk)
• Vision (Im)Possible? the Effects of In-Store Signage On Customers’ Visual Attention (Tobias Otterbring, Erik Wästlund, Anders Gustafsson, Poja Shams)