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Awards for Excellence - 2013

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 1 issue 23
EXQ: a multiple-item scale for assessing service experience
Philipp "Phil"

Highly commended

Volume 2 issue 23
Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction
Allard C.R. van Riel, Janjaap Semeijn, Dina Ribbink, Yvette Bomert-Peters

Volume 3 issue 23
Customer co-creation in service innovation: a matter of communication?
Anders Gustafsson, Per Kristensson, Lars Witell

Volume 2 issue 23
Coping with customer aggression
Ruhama Goussinsky

Volume 5 issue 23
Shaping, organizing, and rethinking service innovation: a multidimensional framework
Luis Rubalcaba, Stefan Michel, Jon Sundbo, Stephen W. Brown, Javier Reynoso