The Janus Face of Customer Service.

Cover -- Guest editorial -- Addressing the Janus face of customer service: a typology of new age service failures -- Gaining satisfaction: the role of brand equity orientation and failure type in service recovery -- Time lags, non-linearity and asymmetric effects in an extended service-profit chain -- The impact of collective brand personification on happiness and brand loyalty -- Reimagining customer service through journey mapping and measurement -- Extending the experience construct: an examination of online grocery shopping -- Inferred respect: a critical ingredient in customer satisfaction -- Service gifts, collective social connection and reciprocity -- Does one bad apple ruin a firm's green brand image? Examining frontline service employees' environmentally irresponsible behaviors -- Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress -- Management response to negative comments, psychological distance and product nature: a consumer perspective -- A bibliometric investigation of service failure literature and a research agenda -- Introducing the socialbot: a novel touchpoint along the young adult customer journey.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.