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Awards for Excellence - 2008

Outstanding Papers


Award journal index



Managing Service Quality: An International Journal

Winner

Volume 17 number 4
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay Weiner

Highly commended

Volume 17 number 6
Learning in a service context: going backstage
Karolina Wägar

Volume 17 number 1
Applying platform design to improve the integration of patient services across the continuum of care
Marc H. Meyer, Eliot Jekowsky, Frederick G. Crane

Volume 17 number 2
Observation of listening behaviors in retail service encounters
Donelda S. McKechnie, Jim Grant, Vishal Bagaria

Outstanding reviewer

Donelda S. McKechnie, Ontario, Canada