| From Products to Services and Solutions. Embracing Customer Centricity in B2B |
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| Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter? |
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| Responding to the 98%: Face-Enhancing Strategies for Dealing with Rejected Customer Ideas (New) |
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| Being Your Customer's Hero: Interview with Adam Toporek. |
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| How Goals, Emotions, and Touchpoints Influence the Customer Experience |
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| What You Need to Know When Migrating your Customers to Digital Channels |
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| The Victuous Cycle |
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| Interview with Dr. Doug Olsen, Faculty Director of Services Leadership Institute |
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| How much is too much? – Selling your service without overtaxing your customer |
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| Advances in Customer Value Management |
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