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Awards for Excellence - 2011

Outstanding Papers


Award journal index



Journal of Service Management

Winner

Volume 21 number 5
Adopting a service logic in manufacturing: Conceptual foundation and metrics for mutual value creation
Christian Grönroos and Pekka Helle

Highly commended

Volume 21 number 3
Emotion display rules at work in the global service economy: the special case of the customer
Alicia Grandey, Anat Rafaeli, Shy Ravid, Jochen Wirtz and Dirk D. Steiner

Volume 21 number 3
Organizational learning from customer feedback received by service employees: A social capital perspective
Jochen Wirtz, Siok Kuan Tambyah and Anna S. Mattila

Volume 21 number 3
A framework for evaluating the customer wait experience
Kelly A. McGuire, Sheryl E. Kimes, Michael Lynn, Madeline E. Pullman and Russell C. Lloyd

Outstanding reviewer

Professor Maria Holmlund