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Awards for Excellence - 2009

Outstanding Papers

Award journal index

Managing Service Quality


Volume 18 number 6
The nature of the service quality and satisfaction relationship Empirical evidence for the existence of satisfiers and dissatisfiers
Birgit Leisen Pollack

Highly commended

Volume 18 number 4
The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
Tor W. Andreassen and Line L. Olsen

Volume 18 number 2
Value in use through service experience
Sara Sandstr

Volume 18 number 4
Innovation of product-related services
Heiko Gebauer, Regine Krempl, Elgar Fleisch and Thomas Friedli

Outstanding reviewers

Hyun Jeong (Jenny) Kim
Jae-Eun Chung