Service worker role in encouraging customer organizational citizenship behaviors von Bove, Liliana L., Pervan, Simon J., Beatty, Sharon E., Shiu, Edward

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Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective von Walsh, Gianfranco, Mitchell, Vincent-Wayne, Jackson, Paul R., Beatty, Sharon E.

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Review and future directions of cross-cultural consumer services research von Zhang, Jingyun, Beatty, Sharon E., Walsh, Gianfranco

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The Positive and Negative Effects of Switching Costs on Relational Outcomes von Jones, Michael A., Reynolds, Kristy E., Mothersbaugh, David L., Beatty, Sharon E.

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Customer-based corporate reputation of a service firm: scale development and validation von Walsh, Gianfranco, Beatty, Sharon E

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Switching barriers and repurchase intentions in services von Jones, Michael A, Mothersbaugh, David L, Beatty, Sharon E

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Customer benefits and company consequences of customer-salesperson relationships in retailing von Reynolds, Kristy E., Beatty, Sharon E.

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A Generalized Multidimensional Scale for Measuring Customer Engagement von Vivek, Shiri D., Beatty, Sharon E., Dalela, Vivek, Morgan, Robert M.

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Customer Engagement: Exploring Customer Relationships Beyond Purchase von Vivek, Shiri D., Beatty, Sharon E., Morgan, Robert M.

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A segmentation of adolescent online users and shoppers von W. Hill, William, E. Beatty, Sharon, Walsh, Gianfranco

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The Impact of Service Characteristics on the Switching Costs–Customer Loyalty Link von Blut, Markus, Beatty, Sharon E., Evanschitzky, Heiner, Brock, Christian

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The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery von Albrecht, Arne K., Schaefers, Tobias, Walsh, Gianfranco, Beatty, Sharon E.

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Unintended reward costs: the effectiveness of customer referral reward programs for innovative products and services von Dose, David B., Walsh, Gianfranco, Beatty, Sharon E., Elsner, Ralf

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Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes: The Role of Attributions and Customer Entitlement von Albrecht, Arne K., Walsh, Gianfranco, Beatty, Sharon E.

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Employees' Decision Making in the Face of Customers' Fuzzy Return Requests von Wang, Sijun, Beatty, Sharon E., Liu, Jeanny

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Disclosure Antecedents in an Online Service Context: The Role of Sensitivity of Information von Mothersbaugh, David L., Foxx, William K., Beatty, Sharon E., Wang, Sijun

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Culture and age as moderators in the corporate reputation and loyalty relationship von Bartikowski, Boris, Walsh, Gianfranco, Beatty, Sharon E.

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Emotions, store-environmental cues, store-choice criteria, and marketing outcomes von Walsh, Gianfranco, Shiu, Edward, Hassan, Louise M., Michaelidou, Nina, Beatty, Sharon E.

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Impact of Customer-based Corporate Reputation on Non-monetary and Monetary Outcomes: The Roles of Commitment and Service Context Risk von Walsh, Gianfranco, Bartikowski, Boris, Beatty, Sharon E.

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A CIT investigation of other customers' influence in services von Zhang, Jingyun, Beatty, Sharon E, Mothersbaugh, David

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