All Stories

  1. “Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

    Article • Journal of Service Theory and Practice, April 2021, Emerald

    Maarten Volkers

  2. Service Captivity: No Choice, No Voice, No Power

    Article • Journal of Marketing & Public Policy, February 2020, SAGE Publications

    Maarten Volkers, Marlys Mason

  3. Trapped in a service encounter

    Article • Journal of Service Management, December 2019, Emerald

    Maarten Volkers