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Awards for Excellence - 2012

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 22 issue 1
Service as business logic: implications for value creation and marketing
Christian Gronroos and Annika Ravald

Highly commended

Volume 22 issue 1
I want to believe they really care: How complaining customers want to be treated by frontline employees
Thorsten Gruber

Volume 22 issue 2
Idea generation: Customer co-creation versus traditional market research techniques
Lars Witell, Per Kristensson, Anders Gustafsson and Martin Lofgren

Volume 22 issue 5
Paradigms in service research
Bard Tronvoll, Stephen W. Brown, Dwayne D. Gremler and Bo Edvardsson

Outstanding reviewers

Dr Francois Carrillat
Dr Elina Tuulikki Jaakkola