When Customers Push Back: The Dangers of Service Divestment and How to Avoid Them

[We’re pleased to welcome authors Christina M. Haenel of the University of Goettingen, Hauke A. Wetzel of Massey University, and Maik Hammerschmidt of the University of Goettingen. They recently published an article in Journal of Service Research entitled "The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated," … Continue reading When Customers Push Back: The Dangers of Service Divestment and How to Avoid Them

How Do Customers and Companies Benefit from Service Firm Transparency?

[We’re pleased to welcome Andreas B. Eisengerich, who collaborated with Omar Merlo, Seigyoung Auh, and Hae Eun Helen Chun on their paper "Service Firm Performance Transparency: How, When and Why Does It Pay Off?" from the May issue of Journal of Service Research.] Calls for greater business transparency have become louder in recent years and … Continue reading How Do Customers and Companies Benefit from Service Firm Transparency?