Center for Excellence in Service

Research, Books, and Honors

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.

Title: "New Product Development under Channel Acceptance"

Published in: Marketing Science

Authors: Lan Luo, P.K. Kannan and Brian Ratchford

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

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.

Title: "The Path to Customer Centricity"

Published in: Journal of Service Research

Authors: Denish Shah, Roland Rust, A. Parasuraman, Richard Staelin, and George Day

IBM Best Article Award, Journal of Service Research, 2007

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.

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

Published in: Journal of Marketing Research

Authors: Debora Viana Thompson, Rebecca Hamilton and Roland T. Rust

Donald R. Lehmann Award, 2007, awarded by the American Marketing Association Marketing Research SIG for the Best Dissertation-Based Research Article.

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.

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

Published in: Journal of Marketing

Authors: Roland T. Rust, Katherine N. Lemon and Valarie A. Zeithaml

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.

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.

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

Published in: Journal of Marketing

Authors: Roland T. Rust, Christine Moorman and Peter R. Dickson

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.

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.

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

Published in: Marketing Science Institute Report (MSI)

Authors: Roland T. Rust, Christine Moorman, and Peter R. Dickson

MSI Best Paper Award, 2002.

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).

Title: "Modeling Fuzzy Data in Qualitative Marketing Research

Published in: Journal of Marketing Research (JMR)

Authors: Sajeev Varki, Bruce Cooll and Roland T. Rust

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.

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.

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

Published in: Journal of Retailing

Authors: Richard L. Oliver, Roland T. Rust and Sajeev Varki

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.

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.

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

Published in: Journal of Applied Psychology, 83, 462-470.

Authors: Schneider, B., Smith, D.B., Taylor, S., & Fleenor, J. (1998)

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.

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

Published in: Personnel Psychology, Winter 1998, Vol. 51.

Authors: Schneider, B.

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

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

Published in: Marketing Science

Authors: Eugene Anderson, Claes Fornell, and Roland T. Rust.

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.

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.

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

Published in: Journal of Marketing

Authors: Roland T. Rust, Anthony J. Zahorik and Timothy L. Keiningham

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.

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.

Title: "Customer Satisfaction, Customer Retention, and Market Share"

Published in: Journal of Retailing

Authors: Roland T. Rust and Anthony J. Zahorik

Journal of Retailing Award for "Best Article of 1993"

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.

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

Published in: Journal of Advertising

Authors: Patricia Stout and Roland T. Rust

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

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.