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Awards for Excellence - 2009

Outstanding Papers

Award journal index

Journal of Service Management


Volume 19 number 4
The service recovery paradox: true but overrated?
Stefan Michel and Matthew L. Meuter

Highly commended

Volume 19 number 2
Internal service - barriers, flows and assessment
Robert Johnston

Volume 19 number 3
Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality A psychometric assessment
Ad de Jong and Martin Wetzels and Ko de Ruyter

Volume 19 number 4
Key strategies for the successful involvement of customers in the co-creation of new technology-based services
Per Kristensson, Jonas Matthing and Niklas Johansson

Outstanding reviewer

Anna Mattila