Award Winning Articles

The Center for Excellence in Service can draw upon an impressive list of world-class researchers and an extensive research infrastructure, all of which would be almost impossible to duplicate in the business world. Listed below are the award-winning articles by CES faculty.

"Incorporating Subjective Characteristics in Product Design and Evaluations"

Donald R. Lehmann Award, 2009, awarded by the American Marketing Association Marketing Research SIG for the Best Dissertation-Based Research Article
Finalist for the Paul Green Award for the year 2008

  • Published in: Journal of Marketing Research
  • Authors: Lan Luo, P.K. Kannan and Brian Ratchford
  • Citation: Luo, Lan, P. K. Kannan, and Brian Ratchford (2008), "Incorporating Subjective Characteristics in Product Design and Evaluations," Journal of Marketing Research, Vol. 45, Iss. 2, p.182-194.

"New Product Development under Channel Acceptance"

Winner of the John D. C. Little Award for the Best Paper in Marketing Science, Management Science for year 2007

  • Published in: Marketing Science
  • Authors: Lan Luo, P.K. Kannan and Brian Ratchford
  • Citation: Lan Luo, P. K. Kannan, and Brian Ratchford (2007), "New Product Development under Channel Acceptance," Marketing Science, Lead Article, Vol. 26, No. 2, p.149-163.

"The Path to Customer Centricity"

IBM Best Article Award, Journal of Service Research, 2007

  • Published in: Journal of Service Research
  • Authors: Denish Shah, Roland Rust, A. Parasuraman, Richard Staelin, and George Day
  • Citation: Shah, Denish, Roland T. Rust, A. Parasuraman, Richard Staelin, and George S. Day (2006), “The Path to Customer-Centricity,” Journal of Service Research, 9 (2), 113-124.

"Feature Fatigue: When Product Capabilities Become Too Much of a Good Thing"

Finalist, William O’Dell Award, 2010. The award recognizes the article that “has made the most significant, long-run contribution to marketing theory, and/or methodology, and/or practice"
Donald R. Lehmann Award, 2007, awarded by the American Marketing Association Marketing Research SIG for the Best Dissertation-Based Research Article.

  • Published in: Journal of Marketing Research
  • Authors: Debora Viana Thompson, Rebecca Hamilton and Roland T. Rust
  • Citation: Thompson, Debora Viana, Rebecca Hamilton and Roland T. Rust, (2005), "Feature Fatigue: When Product Capabilities Become Too Much of a Good Thing," Journal of Marketing Research, 42 (November), 431-442.

"Return on Marketing: Using Customer Equity to Focus Marketing Strategy"

Sheth Foundation/Journal of Marketing Award, 2009, for the JM article with the greatest long-term impact
MSI/H. Paul Root Award, 2005. The award recognizes the article that made the greatest contribution to the advancement of the practice of marketing. The award winner is chosen by the Journal of Marketing's Editorial Review Board.
Robert D. Buzzell Best Paper Award, 2003, awarded for an earlier version of the paper, entitled, "Driving Customer Equity: Linking Customer Lifetime Value to Strategic Marketing Decisions." Previously known as the MSI Best Paper Award, the Buzzell Award is awarded by the Marketing Science Institute to honor papers that have made a significant contribution to marketing practice and thought. It also serves to signal the kind of writing and research that is of lasting value to corporate marketing executives.

  • Published in: Journal of Marketing
  • Authors: Roland T. Rust, Katherine N. Lemon and Valarie A. Zeithaml
  • Citation: Rust, Roland T., Katherine N. Lemon and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (1), 109-127.

"Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?"

MSI/H. Paul Root Award, 2003. The award recognizes the article that made the greatest contribution to the advancement of the practice of marketing. The award winner is chosen by the Journal of Marketing's Editorial Review Board.
Marketing Science Institute Best Paper Award, 2002, awarded for an earlier draft of the paper, "Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?" Established in 1993, the award recognizes the authors of papers that have made the most significant contribution to marketing practice and thought. It also signifies the kind of writing and research that is of lasting value to corporate marketing executives. To allow sufficient time to assess the impact of the work, this year's winners were selected from papers issued in 2000.

  • Published in: Journal of Marketing
  • Authors: Roland T. Rust, Christine Moorman and Peter R. Dickson
  • Citation: Rust, Roland T., Christine Moorman and Peter R. Dickson, (2002), "Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?" Journal of Marketing, 66 (October), 7-24. Previously presented at the AMA Frontiers in Services Conference, October 2001.

"Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?"

MSI Best Paper Award, 2002.

  • Published in: Marketing Science Institute Report (MSI)
  • Authors: Roland T. Rust, Christine Moorman, and Peter R. Dickson
  • Citation: Rust, Roland T, Christine Moorman, and Peter R. Dickson (2000) "Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?" (MSI Report No. 00-120).

"Modeling Fuzzy Data in Qualitative Marketing Research"

Donald R. Lehmann Award, 2001, (co-author and dissertation chair), awarded by the American Marketing Association Marketing Research SIG for the Best Dissertation-Based Research Article.
Finalist, Paul E. Green Award for the JMR Article with the most potential to contribute significantly to the practice of marketing research and research in marketing. The award is chosen by the Editorial Review Board of JMR.

  • Published in: Journal of Marketing Research (JMR)
  • Authors: Sajeev Varki, Bruce Cooll and Roland T. Rust
  • Citation: Varki Sajeev, Bruce Cooll, and Roland T. Rust (2000), "Modeling Fuzzy Data in Qualitative Marketing Research," Journal of Marketing Research, 37 (November), 480-499.

"Customer Delight: Foundations, Findings, and Managerial Insight"

Second Place Winner, 1999 Davidson Award for the best paper published in the Journal of Retailing two years previously. The award is chosen by the Journal of Retailing Editorial Board.

  • Published in: Journal of Retailing
  • Authors: Richard L. Oliver, Roland T. Rust and Sajeev Varki
  • Citation: Oliver, Richard L., Roland T. Rust and Sajeev Varki (1997), "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, Special Issue on Services Marketing, 73 (Fall), 311-336. Previously presented at the AMA Service Conference, Dublin, June 1997.

"Personality and Organizations: A Test of the Homogeneity of Personality Hypothesis"

Winner of the 1998 Scholarly Contributions Award from the Human Resources Division of the Academy of Management for the best paper published in 1998 regarding human resources management.

  • Published in: Journal of Applied Psychology, 83, 462-470.
  • Authors: Schneider, B., Smith, D.B., Taylor, S., & Fleenor, J. (1998)

"Organizational Climates: An Essay"(1975) and "The People Make the Place" (1987)

Two of the ten most frequently cited articles published in the 50-year history of Personnel Psychology.

  • Published in: Personnel Psychology, Winter 1998, Vol. 51.
  • Authors: Schneider, B.

"Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services"

1997 Best Article Award by the American Marketing Association's Services Special Interest Group (SERVSIG), for the best services article in any journal in the 1997 calendar year.
Finalist for the John D.C. Little Award for the best marketing paper in Management Science or Marketing Science.

  • Published in: Marketing Science
  • Authors: Eugene Anderson, Claes Fornell, and Roland T. Rust.
  • Citation: Anderson, Eugene W., Claes Fornell, and Roland T. Rust (1997), "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, (2), 129-145. Previously presented at the AMA Frontiers in Services Conference, October 1994.

"Return on Quality (ROQ): Making Service Quality Financially Accountable"

INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years, 2007

  • Winner, 1995 Alpha Kappa Psi Foundation Award, for the article in the Journal of Marketing that was judged by the Editorial Board to most significantly advance the practice of marketing.
  • Published in: Journal of Marketing
  • Authors: Roland T. Rust, Anthony J. Zahorik and Timothy L. Keiningham
  • Citation: Rust, Roland T., Anthony J. Zahorik and Timothy L. Keiningham (1995), "Return on Quality (ROQ): Making Service Quality Financially Accountable," Journal of Marketing, 59 (April) 58-70. Previously presented at the AMA Frontiers in Services Conference, October 1993.

"Customer Satisfaction, Customer Retention, and Market Share"

Journal of Retailing Award for "Best Article of 1993"

  • Published in: Journal of Retailing
  • Authors: Roland T. Rust and Anthony J. Zahorik
  • Citation: Rust, Roland T. and Anthony J. Zahorik (1993), "Customer Satisfaction, Customer Retention, and Market Share," Journal of Retailing, 69 (Summer), 193-215. Previously presented at the TIMS Marketing Science Conference, July 1992, and the TIMS Conference on Service Quality, Customer Satisfaction, and Services Marketing, March 1992.

"Emotional Feelings and Evaluative Dimensions of Advertising: Are They Related?"

Co-Winner, Journal of Advertising "Best Article of 1993"

  • Published in: Journal of Advertising
  • Authors: Patricia Stout and Roland T. Rust
  • Citation: Stout, Patricia A. and Roland T. Rust (1993), "Emotional Feelings and Evaluative Dimensions of Advertising: Are they Related?," Journal of Advertising, (March), 61-71.