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Awards for Excellence - 2012

Outstanding Papers


Award journal index



Managing Service Quality: An International Journal

Winner

Volume 21 number 5
The influence of active and passive customer behavior on switching in customer relationships
Inger Roos and Anders Gustafsson

Highly commended

Volume 21 number 4
The influence of service environments on customer emotion and service outcomes
Jiun-Sheng Chris Lin and Haw-Yi Liang

Volume 21 number 6
Customer service understanding: gender differences of frontline employees
Christine Mathies and Marion Burford

Volume 21 number 4
Complex service recovery processes: how to avoid triple deviation
Bo Edvardsson, Bard Tronvoll and Ritva Hoykinpuro

Outstanding reviewers

Dr Mark S. Rosenbaum
Professor John Crotts