Every cloud has a silver lining - Exploring the dark side of value co-creation in B2B service networks by Ilma Nur Chowdhury, Thorsten Gruber, Judy Zolkiewski

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Service recovery in higher education: does national culture play a role? by Thorsten Gruber, Ilma Nur Chowdhury, Alexander E. Reppel

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Investigating the influence of professor characteristics on student satisfaction and dissatisfaction: a comparative study by Thorsten Gruber, Anthony Lowrie, Glen H. Brodowsky, Alexander E. Reppel, Roediger Voss, Ilma Nur Chowdhury

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Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys by Jens Hogreve, Nancy V Wünderlich, Ilma Nur Chowdhury, Hannes Fleischer, Sahar Mousavi, Julia Rötzmeier-Keuper, Rui Sousa

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A cross-cultural comparison of business complaint management expectations by Stephan C. Henneberg, Thorsten Gruber, Alexander E. Reppel, Peter Naude, Bahar Ashnai, Frank Huber, Ilma Nur Chowdhury

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