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Awards for Excellence - 2014

Outstanding Papers

Award journal index

Managing Service Quality


Volume 23 number 6
Service recovery's impact on customers next-in-line
Yves Van Vaerenbergh, Iris Vermeir, Bart Larivi

Highly commended

Volume 23 number 1
Online complaining: Understanding the adoption process and the role of individual and situational characteristics
Tor W. Andreassen, Sandra Streukens

Volume 23 number 4
Customer participation and value creation: a systematic review and research implications
Mekhail Mustak, Elina Jaakkola, Aino Halinen

Volume 23 number 5
Is maximum customer service always a good thing? Customer satisfaction in response to over-attentive service
Hsuan-Hsuan Ku, Chien-Chih Kuo, Martin Chen

Outstanding reviewers

Dr Yves Van Vaerenbergh
Professor Kah Hin Chai