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Journal
of Service Research
Best Article Award
The Best Article Award is presented annually
to the best article in the previous volume
of JSR. The winning article, as
well as a set of finalist articles, are
chosen by the JSR
Editorial Review Board. The authors of
the winning article are awarded plaques
and a cash prize of $2000 at the
AMA
Frontiers in Service Conference.
The Best Article Award is sponsored
by IBM, the world's largest service
company and leader of Services Science,
Management and Engineering initiative.
2006 Winner
Kevin P. Gwinner, Mary Jo Bitner, Stephen W. Brown and Ajith
Kumar, "Service Customization Through Employee
Adaptiveness" (November 2005)
2006 Finalists
Gila E. Fruchter and Simon P. Sigué, "Transactions
vs. Relationships: What Should the Company Emphasize?" (August 2005)
Adam Finn, "Reassessing the Foundations of Customer
Delight" (November 2005)
Lerzan Aksoy, Paul N. Bloom, Nicholas H. Lurie and Bruce
Cooil,
"Should Recommendation Agents Think Like People?"
(May 2006)
2005 Winner
A. Parasuraman, Valarie A. Zeithaml and Arvind
Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing
Electronic Service Quality" (February 2005)
2005 Finalists
Dwayne D. Gremler, "The Critical Incident Technique
in Service Research" (August 2004)
Christopher Lovelock and Evert Gummesson, "Whither
Services Marketing? In Search of a New Paradigm and
Fresh Perspectives" (August 2004)
Peter C. Verhoef, Gerrit Antonides and Arnoud N. de Hoog,
"Service Encounters as a Sequence of Events: The
Importance of Peak Experiences" (August 2004)
2004 Winner
Timothy L. Keiningham, Tiffany
Perkins-Munn and Heather Evans, “The
Impact of Customer Satisfaction on
Share-of-Wallet in a
Business-to-Business Environment” (August 2003)
2004 Finalists
Peter R. Magnusson, Jonas
Matthing and Per Kristensson, “Managing
User Involvement in Service
Innovation: Experiments with
Innovating End-Users,” (November 2003)
Edward C. Malthouse, James L.
Oakley, Bobby J. Calder and Dawn
Iacobucci, “Customer Satisfaction
Across Organizational Units,” (February 2004)
Stephen Vargo and Robert Lusch, “The
Four Services Marketing Myths:
Remnants of a Good-based,
Manufacturing Model,” (May 2004)
2003 Winner
John E. Hogan, Katherine N. Lemon and
Libai Barak, “What is the True Value of
a Lost Customer?” (February 2003)
2003 Finalists
Line Lervik Olsen and Michael D. Johnson,
"Service Equity, Satisfaction and Loyalty:
From Transaction-Specific to Cumulative
Evaluations" (February 2003)
Ruth N. Bolton, Amy K. Smith and Janet
Wagner, "Striking the Right Balance: Designing
Service to Enhance Business-to-Business
Relationships" (May 2003)
2002 Winner
Hennig-Thurau, Thorsten, Kevin P. Gwinner
and Dwayne D. Gremler, “Understanding Relationship
Marketing Outcomes: An Integration of Relational
Benefits and Relationship Quality” (February
2002)
2002 Finalists
Gila E. Fruchter and Ram C. Rao, “Optimal
Membership Fee and Usage Price Over Time
for a Network Service” (August 2001)
Michel Laroche, Jasmin Bergeron and Christine
Goutaland, “A Three-Dimensional Scale of
Intangibility” (August 2001)
P.S. Raju and Subhash Lonial, “The Impact
of Quality Context and Market Orientation
on Organizational Performance in a Service
Environment” (November 2001)
2001 Winner
Eugene W. Anderson and Vikas Mittal,
“Strengthening the Satisfaction Profit Chain”
(November 2000)
2001 Finalists
Craig M. Froehle, Aleda V. Roth, Richard
B. Chase and Christopher A. Voss, “Antecedents
of New Service Development Effectiveness:
An Exploratory Examination of Strategic
Operations Choices” (August 2000)
Aimee L. Drolet and Donald G. Morrison,
“Do We Really Need Multiple-Item Measures
in Service Research?” (February 2001)
James H. Drew, D.R. Mani, Andrew L. Betz
and Piew Datta, “Targeting Customers with
Statistical and Data Mining Techniques”
(February 2001)
2000 Winner
Piyush Kumar, "The Impact of Long-Term
Client Relationships on the Performance
of Business Service Firms" (August 1999)
2000 Finalists
O. Zeynep Aksin and Patrick T. Harker,
"To Sell or Not to Sell: Determining the
Trade-offs Between Service and Sales in
Retail Banking Phone Centers," (August 1999)
A. Parasuraman, "Technology Readiness
Index (TRI): A Multiple-Item Scale to Measure
Readiness to Embrace New Technologies,"
(May 2000)
Stephen M. Shugan and Jinhong Xie, "Advance
Pricing of Services and Other Implications
of Separating Purchase and Consumption,"
(February 2000)
1999 Winner
Amy K. Smith and Ruth N. Bolton, "An
Experimental Investigation of Customer Reactions
to Service Failure and Recovery Encounters:
Paradox or Peril," (August 1998)
1999 Finalists
Eugene W. Anderson, "Customer Satisfaction
and Word of Mouth," (August 1998)
Wujin Chu, Eitan Gerstner, and James
D. Hess, "Managing Dissatisfaction: How
to Decrease Customer Opportunism by Partial
Refunds," (November 1998)
Gary W. Loveman, "Employee Satisfaction,
Customer Loyalty, and Financial Performance:
An Empirical Examination of the Service
Profit Chain in Retail Banking," (August
1998)
Das Narayandas, "Measuring and Managing
the Benefits of Customer Retention: An Empirical
Investigation," (November 1998)
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JSR Best Reviewer Award
The quality of the Journal of Service
Research is dependent on the tireless work
of many dedicated reviewers, and especially
the superb panel of experts that makes up
the JSR Editorial Review Board.
The journal has benefited tremendously
from the Editorial Board’s selfless hard
work and high-quality reviews, and the
Journal’s 2005 reviewing statistics show
an average turnaround time to authors of
new submissions to be only 45 days, made
possible by a median review time of 29 days across JSR reviewers.
Out of all of the fine reviewers, JSR
annually recognizes
one reviewer who has 1) provided reviews
of exceptional quality, 2) quicker review
times than average, and 3) more reviews
completed than average. The award
is presented at the AMA
Frontiers in Service Conference.
2006 Winner of JSR Best Reviewer Award
Tim Keiningham, IPSOS Loyalty
2005 Winner of JSR Best Reviewer Award
Piyush Kumar, University of
Georgia
2004 Winner of JSR Best Reviewer Award
Eric J. Arnould, University of
Nebraska-Lincoln
2003 Winner of JSR Best Reviewer Award
Richard Metters, Emory University
2002 Winner of JSR Best Reviewer Award
Rod Brodie, University of Auckland
2001 Winner of JSR Best Reviewer Award
Stephen W. Brown, Arizona State University
2000 Winner of JSR Best Reviewer Award
Dawn Iacobucci, Northwestern University
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