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Awards for Excellence - 2010

Outstanding Papers

Award journal index

Managing Service Quality


Volume 19 issue 1
Joy and disappointment in the hotel experience: managing relationship segments
Michael D. Johnson, Line Lervik Olsen and Tor Wallin Andreassen

Highly commended

Volume 19 issue 6
Is C-OAR-SE best for internet retailing service quality?
Julie E. Francis

Volume 19 issue 3
Service innovation and electronic word-of-mouth: is it worth listening to?
Tor W. Andreassen and Sandra Streukens

Volume 19 issue 6
Handling customer complaints effectively: A comparison of the value maps of female and male complainants
Thorsten Gruber, Isabelle Szmigin, and Roediger Voss

Outstanding reviewers

Ms Shirley-Ann Hazlett
Dr Amy Wong