I want to believe they really care: how complaining customers want to be treated by frontline employees by Thorsten Gruber

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Academic sell-out: how an obsession with metrics and rankings is damaging academia by Thorsten Gruber

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Understanding satisfying service encounters in retail banking – a dyadic perspective by Nathalie Kania, Thorsten Gruber

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The desired teaching qualities of lecturers in higher education: a means end analysis by Roediger Voss, Thorsten Gruber

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Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters by Thorsten Gruber, Fabricio Frugone

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New development: ‘Healing at a distance’—telemedicine and COVID-19 by Higor Leite, Ian Hodgkinson, Thorsten Gruber

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Flattening the infection curve – understanding the role of telehealth in managing COVID-19 by Higor Leite, Thorsten Gruber, Ian Hodgkinson

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Fostering collaborative research for customer experience –Connecting academic and practitioner worlds by Jamie Burton, Thorsten Gruber, Anders Gustafsson

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The dual threat of COVID-19 to health and job security – Exploring the role of mindfulness in sustaining frontline employee-related outcomes by Junyi Xie, Kemefasu Ifie, Thorsten Gruber

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Service recovery encounters in the classroom: exploring the attributes of professors desired by male and female students by Sneha Chandra, Thorsten Gruber, Anthony Lowrie

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Co‐creation in radical service innovation: a systematic analysis of microlevel processes by Helen Perks, Thorsten Gruber, Bo Edvardsson

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The desired qualities of customer contact employees in complaint handling encounters by Thorsten Gruber, Isabelle Szmigin, Roediger Voss

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When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being by Linda Nasr, Jamie Burton, Thorsten Gruber

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Developing a deeper understanding of positive customer feedback by Linda Nasr, Jamie Burton, Thorsten Gruber

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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters by Thorsten Gruber, Isabelle Szmigin, Roediger Voss

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Handling customer complaints effectively: a comparison of the value maps of female and male complainants by Thorsten Gruber, Isabelle Szmigin, Roediger Voss

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Expanding understanding of service exchange and value co-creation: a social construction approach by Bo Edvardsson, Bard Tronvoll, Thorsten Gruber

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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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Understanding the characteristics of effective professors: the student's perspective by Thorsten Gruber, Alexander E. Reppel, Roediger Voss

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Services networks: concept and research agenda by Stephan C. Henneberg, Thorsten Gruber, Peter Naude

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Which classroom service encounters make students happy or unhappy?: insights from an online CIT study by Roediger Voss, Thorsten Gruber, Alexander E. Reppel

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The dawn of the AI robots: towards a new framework of AI robot accountability by Zsófia Tóth, Robert Caruana, Thorsten Gruber, Claudia Loebbecke

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Advancing the understanding of the pre-purchase stage of the customer journey for service brands by Rachel Fuller, Lara Stocchi, Thorsten Gruber, Jenni Romaniuk

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Exploring the impact of customer feedback on the well-being of service entities - a TSR perspective by Linda Nasr, Jamie Burton, Thorsten Gruber, Jan Kitshoff

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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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The long and winding road: Building legitimacy for complex social innovation in networks by Katrien Verleye, Helen Perks, Thorsten Gruber, Joris Voets

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Examining student satisfaction with higher education services: using a new measurement tool by Thorsten Gruber, Stefan Fuss, Roediger Voss, Michaela Glaeser-Zikuda

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Getting in with the “In” crowd: how to put marketing back on the CEO’s agenda by Philipp Klaus, Bo Edvardsson, Timothy L. Keiningham, Thorsten Gruber

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Individual values and motivational complexities in ethical clothing consumption: a means-end approach by Thomas Jaegel, Kathy Keeling, Alexander E. Reppel, Thorsten Gruber

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Designing and conducting online interviews to investigate interesting consumer phenomena by Thorsten Gruber, Isabelle Szmigin, Alexander E. Reppel, Roediger Voss

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Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross-national Kano study by Thorsten Gruber, Ibrahim Abosag, Alexander E. Reppel, Isabelle Szmigin

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Special section: Advancing customer experience and big data impact via academic- practitioner collaboration by Jamie Burton, Linda Nasr, Thorsten Gruber, Helen L. Bruce

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Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction by Thorsten Gruber, Alexander E. Reppel, Isabelle Szmigin, Roediger Voss

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Co-creating the service recovery experience – A new lens on service recovery [Abstract] by Jasenko Arsenovic, Bo Edvardsson, Thorsten Gruber, Maria Akesson, Bard Tronvoll

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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes by Jasenko Arsenovic, Arne De Keyser, Bo Edvardsson, Bård Tronvoll, Thorsten Gruber

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Effects of perceived scarcity on mental health, time and risk preferences, and decision-making during and after COVID-19 lockdown: Quasi-natural experimental study by Haiou Zhu, Fangzhou You, Thorsten Gruber, Hua Dong, Cees De-Bont

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Analyzing customer experience feedback using text mining: a linguistics-based approach by Francisco V. Ordenes, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, Mohamed Zaki

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Re-examining value co-creation in the age of interactive service robots by Willy Barnett, Adrienne Foos, Thorsten Gruber, Debbie Keeling, Kathy Keeling, Linda Nasr

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A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors by Sabine Benoit, Thomas L. Baker, Ruth N. Bolton, Thorsten Gruber, Jay Kandampully

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Complaint resolution management expectations in an asymmetric business-to-business context by Thorsten Gruber, Stephan C. Henneberg, Bahar Ashnai, Peter Naude, Alexander E. Reppel

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Complaint management expectations: an online laddering analysis of small versus large firms by Stephan C. Henneberg, Thorsten Gruber, Alexander E. Reppel, Bahar Ashnai, Peter Naude

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Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? by Vinh Nhat Lu, Jochen Wirtz, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul Patterson

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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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Elevating the human experience (HX) through service research collaborations: introducing ServCollab by Raymond P. Fisk, Linda Alkire, Laurel Anderson, David E. Bowen, Thorsten Gruber, Amy L. Ostrom, Lia Patrício

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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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Brave new world: service robots in the frontline by Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins

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Understanding Generation Y and their use of social media: a review and research agenda by Ruth N. Bolton, A. Parasuraman, Ankie Hoefnagels, Nanne Migchels, Sertan Kabadayi, Thorsten Gruber, Yuliya Komarova Loureiro, David Solnet

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Billions of impoverished people deserve to be better served: A call to action for the service research community by Raymond P. Fisk, Laurel Anderson, David E. Bowen, Thorsten Gruber, Amy Ostrom, Lia Patricio, Javier Reynoso, Roberta Sebastiani

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Customer deviance: A framework, prevention strategies, and opportunities for future research by Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag

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