[We’re pleased to welcome authors Yelena Tsarenko of Monash University, Yuliya Strizhakova of Rutgers University, and Cele C. Otnes University of Illinois at Urbana-Champaign. They recently published an article in Journal of Service Research entitled "Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions," which is currently free to read for a limited time. Below, they reflect … Continue reading Understanding Customer Forgiveness of Service Transgressions
[We’re pleased to welcome authors Mieke Koeslag-Kreunen of Zuyd Hogeschool, Heerlen, Piet Van den Bossche of the University of Antwerp, Michael Hoven of Maastricht University, Marcel Van der Klink of Zuyd Hogeschool, Heerlen, and Wim Gijselaers of Maastricht University. They recently published an article in "Small Group Research" entitled “When Leadership Powers Team Learning: A … Continue reading When Leadership Powers Team Learning: A Meta-Analysis
[We’re pleased to welcome authors, Dr. Lyn M. Van Swol of the University of Wisconsin–Madison, Dr. Cassandra L. Carlson-Hill Carolina of Coastal Universit, and Dr. Emily Elizabeth Acosta Lewis of Sonoma State University. They recently published an article in "Small Group Research" entitled “Integrative Complexity, Participation, and Agreement in Group Discussions," which is currently free … Continue reading Argument Complexity and Discussions of Political/Religious Issues
According to Staples, allowing a customer to vent will calm them 90% of the time and allow for retention opportunities. This can be a blessing considering that United States' firms lose an average of half their customers every five years. An article recently published in Journal of Service Research entitled "When Sharing Consumption Emotions With … Continue reading Can Sharing Dissatisfaction With Strangers Lead to Happy Customers?
[Editor's Note: We are pleased to welcome Jose M. de la Torre-Ruiz who collaborated with Vera Ferron-Vilchez and Natalia Ortiz-e-Mandojana on their article "Team Decision Making and Individual Satisfaction with the Team" in the April Issue of Small Group Research.] The main reason justifying this work was the necessity of analyzing in depth individuals' affective … Continue reading How Satisfied Are Team Members Individually?
Martin Mende, University of Kentucky, and Ruth N. Bolton, Marketing Science Institute, Cambridge, collaborated on "Why Attachment Security Matters: How Customers’ Attachment Styles Influence Their Relationships With Service Firms and Service Employees" for the June 2011 issue of Journal of Service Research. Professor Mende Kindly provided the following responses to the article. Who is the target … Continue reading Why Attachment Security Matters
Girish Prayag, SKEMA Business School, and Chris Ryan, Waikato Management School published "Antecedents of Tourists’ Loyalty to Mauritius: The Role and Influence of Destination Image, Place Attachment, Personal Involvement, and Satisfaction" in the May 2011 issue of the Journal of Travel Research. Proferrsor Prayag provided some background information concerning the recent article. Who is the target audience for this article? … Continue reading Tourists’ Loyalty to Mauritius