Yolanda Polo and F. Javier Sesé

How to Make Switching Costly: The Role of Marketing and Relationship Characteristics
Journal of Service Research 2009 12: 119-137. [Abstract] [PDF] [References] [Request Permission]  

Clay M. Voorhees, Julie Baker, Brian L. Bourdeau, E. Deanne Brocato, and J. Joseph Cronin Jr

It Depends: Moderating the Relationships Among Perceived Waiting Time, Anger, and Regret
Journal of Service Research 2009 12: 138-155. [Abstract] [PDF] [References] [Request Permission]  

Gil Luria, Iddo Gal, and Dana Yagil

Employees’ Willingness to Report Service Complaints
Journal of Service Research 2009 12: 156-174. [Abstract] [PDF] [References] [Request Permission]  

Koen Pauwels, Tim Ambler, Bruce H. Clark, Pat LaPointe, David Reibstein, Bernd Skiera, Berend Wierenga, and Thorsten Wiesel

Dashboards as a Service: Why, What, How, and What Research Is Needed?
Journal of Service Research 2009 12: 175-189. [Abstract] [PDF] [References] [Request Permission]  

Jochen Wirtz and May O. Lwin

Regulatory Focus Theory, Trust, and Privacy Concern
Journal of Service Research 2009 12: 190-207. [Abstract] [PDF] [References] [Request Permission]  

Utpal M. Dholakia, Vera Blazevic, Caroline Wiertz, and René Algesheimer

Communal Service Delivery: How Customers Benefit From Participation in Firm-Hosted Virtual P3 Communities
Journal of Service Research 2009 12: 208-226. [Abstract] [PDF] [References] [Request Permission]  

Piyush Sharma, Jackie L. M. Tam, and Namwoon Kim

Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework
Journal of Service Research 2009 12: 227-242. [Abstract] [PDF] [References] [Request Permission]  

To see an article, click its [PDF] link. To add articles to your marked citations, check the boxes to the left of the titles you want, and click the 'Add to Marked Citations' button. To see one abstract at a time, click its [Abstract] link.