All Stories

  1. Consumer control in service recovery; beyond decisional control

    Article • Journal of Service Management, June 2017, Emerald

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  2. Is third-part arbitration able to resolve disputes, repair relationships and empower consumers?

    Article • Journal of Consumer Affairs, August 2016, Wiley

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  3. Is giving complaining customers more control during their service recovery expereince a good idea?

    Article • Journal of Service Management, April 2016, Emerald

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  4. Value fusion

    Article • Journal of Service Management, June 2013, Emerald

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  5. Value Fusion: The Blending of Consumer and Firm Value in the Distinct Context of Mobile Technologies and Social Media

    Article • SSRN Electronic Journal, Elsevier

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