Top Five: Customer Service

How have new media such as Twitter and Facebook changed companies’ relationships with customers? How do firms leverage engagement to increase customer loyalty? Find out these answers and more by reading the current top five most-read articles in the Journal of Service Research. These papers are free to access through July 17 using the links below. Please share and enjoy!

JSR_72ppiRGB_150pixwWujin Chu, Eitan Gerstner, and James D. Hess
Managing Dissatisfaction: How to Decrease Customer Opportunism by Partial Refunds
November 1998

Thorsten Hennig-Thurau, Edward C. Malthouse, Christian Friege, Sonja Gensler, Lara Lobschat, Arvind Rangaswamy, and Bernd Skiera
The Impact of New Media on Customer Relationships
August 2010

Jenny van Doorn, Katherine N. Lemon, Vikas Mittal, Stephan Nass, Doreén Pick, Peter Pirner, and Peter C. Verhoef
Customer Engagement Behavior: Theoretical Foundations and Research Directions
August 2010

Amy L. Ostrom, Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich
Moving Forward and Making a Difference: Research Priorities for the Science of Service
February 2010

Ingo O. Karpen, Liliana L. Bove, and Bryan A. Lukas
Linking Service-Dominant Logic and Strategic Business Practice: A Conceptual Model of a Service-Dominant Orientation
February 2012

Click here to see the current issue of JSR, and stay abreast of the latest articles by the world’s leading service experts: subscribe to the JSR RSS feed, and click here to receive e-alerts about new articles and issues published online before they’re in print.

This entry was posted in Uncategorized by Cynthia Nalevanko, Senior Editor, SAGE Publishing. Bookmark the permalink.

About Cynthia Nalevanko, Senior Editor, SAGE Publishing

Founded in 1965, SAGE is the world’s leading independent academic and professional publisher. Known for our commitment to quality and innovation, SAGE has helped inform and educate a global community of scholars, practitioners, researchers, and students across a broad range of subject areas. With over 1500 employees globally from principal offices in Los Angeles, London, New Delhi, Singapore, Washington DC, and Melburne, our publishing program includes more than 1000 journals and over 900 books, reference works and databases a year in business, humanities, social sciences, science, technology and medicine. Believing passionately that engaged scholarship lies at the heart of any healthy society and that education is intrinsically valuable, SAGE aims to be the world’s leading independent academic and professional publisher. This means playing a creative role in society by disseminating teaching and research on a global scale, the cornerstones of which are good, long-term relationships, a focus on our markets, and an ability to combine quality and innovation. Leading authors, editors and societies should feel that SAGE is their natural home: we believe in meeting the range of their needs, and in publishing the best of their work. We are a growing company, and our financial success comes from thinking creatively about our markets and actively responding to the needs of our customers.

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