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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps

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Does standardized service fit all? : novel service encounter in frontline employee-customer interface

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Systematic review of the elements and service standards of delightful service

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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources

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Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

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The effects of emotional labor on frontline employee creativity

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Factors affecting memorability of service failures : a longitudinal analysis

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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers

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Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)

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