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Twenty-seven years of service research: a literature review and research agenda

The Journal of services marketing, 2020-06, Vol.34 (3), p.299-316

2020

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Mapping of Journal of Service Research Themes: A 22-Year Review

Journal of service research : JSR, 2022-05, Vol.25 (2), p.187-193

2022

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Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

Journal of marketing, 2006-07, Vol.70 (3), p.58-73

2006

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The Critical Incident Technique in Service Research

Journal of service research : JSR, 2004-08, Vol.7 (1), p.65-89

Gremler, Dwayne D.

2004

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Services Marketing: Integrating Customer Focus Across the Firm

8, 2023

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Rapport-Building Behaviors Used by Retail Employees

Journal of retailing, 2008-09, Vol.84 (3), p.308-324

2008

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The Future of Frontline Research: Invited Commentaries

Journal of service research : JSR, 2017-02, Vol.20 (1), p.91-99

2017

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Understanding and managing customer relational benefits in services: a meta-analysis

Journal of the Academy of Marketing Science, 2020-05, Vol.48 (3), p.565-583

2020

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From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement

European journal of marketing, 2022-07, Vol.56 (7), p.1799-1829

2022

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Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects

Journal of service research : JSR, 2019-08, Vol.22 (3), p.285-300

2019

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Online reviews generated through product testing: can more favorable reviews be enticed with free products?

Journal of the Academy of Marketing Science, 2021-07, Vol.49 (4), p.703-722

2021

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Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure

Journal of service research : JSR, 2016-02, Vol.19 (1), p.72-87

2016

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Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Journal of interactive marketing, 2004, Vol.18 (1), p.38-52

2004

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Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Journal of service management, 2013-01, Vol.24 (1), p.5-24

2013

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Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape

Journal of marketing, 2011-09, Vol.75 (5), p.71-87

2011

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The influence of service employees and other customers on customer unfriendliness: a social norms perspective

Journal of the Academy of Marketing Science, 2017-11, Vol.45 (6), p.827-847

2017

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Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality

Journal of service research : JSR, 2002-02, Vol.4 (3), p.230-247

2002

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An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

Journal of service management, 2017-01, Vol.28 (1), p.85-106

2017

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Service value revisited: Specifying a higher-order, formative measure

Journal of business research, 2008-12, Vol.61 (12), p.1278-1291

2008

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Twenty Years of Service Guarantee Research: A Synthesis

Journal of service research : JSR, 2009-05, Vol.11 (4), p.322-343

2009

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Do Service Guarantees Guarantee Greater Market Value?

Journal of service research : JSR, 2014-05, Vol.17 (2), p.150-163

2014

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Emotional Convergence in Service Relationships: The Shared Frontline Experience of Customers and Employees

Journal of service research : JSR, 2017-02, Vol.20 (1), p.76-90

2017

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Customer-Employee Rapport in Service Relationships

Journal of service research : JSR, 2000-08, Vol.3 (1), p.82-104

2000

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Toward a theory of repeat purchase drivers for consumer services

Journal of the Academy of Marketing Science, 2009-06, Vol.37 (2), p.215-237

2009

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Paradigms in service research

Journal of service management, 2011-10, Vol.22 (5), p.560-585

2011

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Twenty-seven years of service research: a literature review and research agenda

Mapping of Journal of Service Research Themes: A 22-Year Review

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

The Critical Incident Technique in Service Research

Services Marketing: Integrating Customer Focus Across the Firm

Rapport-Building Behaviors Used by Retail Employees

The Future of Frontline Research: Invited Commentaries

Understanding and managing customer relational benefits in services: a meta-analysis

From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement

Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects

Online reviews generated through product testing: can more favorable reviews be enticed with free products?

Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure

Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape

The influence of service employees and other customers on customer unfriendliness: a social norms perspective

Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality

An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

Service value revisited: Specifying a higher-order, formative measure

Twenty Years of Service Guarantee Research: A Synthesis

Do Service Guarantees Guarantee Greater Market Value?

Emotional Convergence in Service Relationships: The Shared Frontline Experience of Customers and Employees

Customer-Employee Rapport in Service Relationships

Toward a theory of repeat purchase drivers for consumer services

Paradigms in service research

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