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Awards for Excellence - 2011

Outstanding Papers

Award journal index

Managing Service Quality


Volume 20 number 1
Consumer trust in service companies: a multiple mediating analysis
Roland Kantsperger and Werner H. Kunz

Highly commended

Volume 20 number 5
E-services as resources in customer value creation: A service logic approach
Johanna Gummerus

Volume 20 number 4
The relative importance of service features in explaining customer satisfaction: A comparison of measurement models
Angelos Pantouvakis

Volume 20 number 2
Coping with confusion: The case of the Dutch mobile phone market
Hans Kasper, Josée Bloemer and Paul H. Driessen

Outstanding reviewer

Brian Imrie