| Delivering Bad News to Customers: The Roles of Employee Emotional and Technical Competencies in Emotionally Charged Service Encounters |
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| Using Data to Look Out for Customers |
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| Service in a Time of Rapid Change: Edward Jones – Keeping it Personal One Client at a Time |
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| Service in a Time of Rapid Change: Under Stress – Break or Change |
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| ServiceFriday: All About Preference: Non-Beneficiary Reactions to Discretionary Preferential Treatment |
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| ServiceFriday: Determining Compensation Size for Recovery Satisfaction |
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| ServiceFriday: Customers – They Always Need to be the Center of Attention |
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| ServiceFriday: Creating Unforgettable Experiences for Your Customers |
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| ServiceFriday: Balancing New Technologies and Customer Value |
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| ServiceFriday: Churning Heads – How Positive Churn is Reshaping Dating Apps |
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