Bolton, Ruth N., Amy K. Smith, and Janet Wagner (2003), “Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships,” Journal of Service Research, 5 (4), 271-291 .
2.
Cao, Yong and Thomas S. Gruca (2003), “The Effect of Stock Market Dynamics on Internet Price Competition,” Journal of Service Research, 6 (1), 24-36 .
3.
Curran, James M., Matthew L. Meuter, and Carol F. Surprenant (2003), “Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes,” Journal of Service Research, 5 (3), 209-224 .
4.
Hansen, Håvard, Kåre Sandvik, and Fred Selnes (2003), “Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay,” Journal of Service Research, 5 (4), 356-368 .
5.
Oliva, Rogelio and John Sterman (2001), “Cutting Corners and Working Overtime: Quality Erosion in the Service Industry,” Management Science, 47 (7), 894-914 .
6.
Pullman, Madeleine E. and Gary Thompson (2003), “Strategies for Integrating Capacity with Demand in Service Networks,” Journal of Service Research, 5 (3), 169-183 .
