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Awards for Excellence - 2019

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 29 issue 2
Service robots: value co-creation and co-destruction in elderly care networks
Martina Čaić, Gaby Odekerken-Schröder, Dominik Mahr

Highly commended

Volume 29 issue 1
A roadmap for driving customer word-of-mouth
Timothy Lee Keiningham, Roland T. Rust, Bart Lariviere, Lerzan Aksoy, Luke Williams

Volume 29 issue 5
Customer experience challenges: bringing together digital, physical and social realms
Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witell, Mohamed Zaki

Volume 29 issue 5
Design for service inclusion: creating inclusive service systems by 2050
Raymond P. Fisk, Alison M. Dean, Linda Alkire (née Nasr)Alison Joubert, Josephine Previte, Nichola Robertson, Mark Scott Rosenbaum

Volume 29 issue 5
Brave new world: service robots in the frontline
Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins

Outstanding reviewers

Dr Daniel Kindström
Dr Ahmad Beltagui
Asst Prof Alexander Buoye