A narrative review and meta-analysis of service interaction quality: New research directions and implications. Journal of Services Marketing, 29, 1, 2015 (with K.R Ranjan and A. Rossmann).
Role of Expertise, Affect, and Attribution in Consumer Created Service Exigency, Advances in Consumer Research, Volume 43, 2015 (with K.R Ranjan).
Effect of frontline employee's hope and consumer failure during consumer-created emergencies. Journal of Service Theory and Practice, Volume 31, 2021, (with K.R Ranjan).