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Awards for Excellence - 2009

Outstanding Papers


Award journal index



Journal of Services Marketing

Winner

Volume 22 number 1
Causes and consequences of grudge-holding in service relationships
Matthew P. Bunker and Dwayne Ball

Highly commended

Volume 22 number 3
The customer socialization paradox: the mixed effects of communicating customer role expectations
Kenneth R. Evans, Simona Stan and Lynn Murray

Volume 22 number 2
Identifying the components of effective service advertisements
Kathleen Mortimer

Volume 22 number 5
The impact of firm reputation and failure severity on customers' responses to service failures
Ronald L. Hess Jr

Outstanding reviewer

Professor Glynn Mangold