A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

- Wu, Yu, Groth, Markus, Zhang, Kaixin, Minbashian, Amirali

Customer relationship management: examining the central proposition in the online context

- Keating, Bryon

Customer satisfaction with sommelier services in Chinese restaurants in Hong Kong

- Lau, Wing Tong

Customer service in emergency relief chains

- Oloruntoba, Richard, Gray, Richard

Epilogue to the special issue and reflections on the future of engagement research (commentary)

- Hollebeek, Linda D., Conduit, Jodie, Sweeney, Jill, Soutar, Geoffrey, Karpen, Ingo O., Jarvis, Wade, Chen, Tom

Examining factors affecting mobile social media customer-to-customer interactions in real-time service encounters

- Lucas, Ben, Carlson, Jamie

Global dispersion of offshore service providers: an information processing perspective

- Chen, Stephen, Lin, Nidthida

The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry

- Leong, Kuan Wei

What drives customer loyalty? Nonlinear effects of customer delight and satisfaction on loyalty and the moderating role of service experience

- Ahrholdt, Dennis C., Gudergan, Siegfried P., Ringle, Christian M.

What drives the choice of a third-party logistics provider?

- Anderson, Edward J., Coltman, Tim, Devinney, Timothy M., Keating , Byron

What's trust got to do with it? Perceptions of trust in the call centre context

- Hannif, Zeenobiyah, Burgess, John, Connell, Julia, McDonnell, Anthony