Product Information:-

  • Journals
  • Books
  • Case Studies
  • Regional information
Request a service from our experts.
Visit the JDAL journal page.

Awards for Excellence - 2009

Outstanding Papers

Award journal index

Journal of Service Management

"Robert Johnston Award
Robert Johnston was the creator of the JOSM journal and the first editor.


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

Highly commended

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

Volume 19 issue 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 issue 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