| Delivering Bad News to Customers: The Roles of Employee Emotional and Technical Competencies in Emotionally Charged Service Encounters |
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| Service Ecosystems: a Relevant Systems Perspective for Marketing |
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| What Can You Do to Make Them Happy? Results from the 2020 Customer Rage Study |
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| ServiceFriday: Agree to Disagree – How Disagreement on Service Climate Might Benefit Store Turnover |
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| ServiceFriday: What’s Your Type? – Online Consumer Typologies and Their Shopping Behaviors |
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| ServiceFriday: Cold as Ice: When Cold Temperatures Increase Product Evaluation |
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| ServiceFriday: Lead The Way – How Leadership Styles Impact Organizational Change Capacity |
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| ServiceFriday: “That’s On Me.” – Consumer Reaction to Service Failures in Self-Service and Full-Service Settings |
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| ServiceFriday: Social Exclusion’s Impact on Consumer Behavior in Crowded Retail Environments |
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| ServiceFriday: Diversification – Should Firms Attempt It? |
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