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Awards for Excellence - 2010

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 20 issue 3
Why service recovery fails: Tensions among customer, employee, and process perspectives
Stefan Michel, David Bowen and Robert Johnston

Highly commended

Volume 20 issue 2
Innovation in services: present findings, and future pathways
Henning Droege, Dagmar Hildebrand and Miguel A. Heras Forcada

Volume 20 issue 1
Determinants of customer-oriented behaviour in a health care context
Panisa Lanjananda and Paul G. Patterson

Volume 20 issue 1
Monitoring value-in-use of e-service
Kristina Heinonen and Tore Strandvik

Outstanding reviewer

Professor Jochen Wirtz