IBM Best Article Award, Journal of Service Research, 2007, for the 2006 article, “The Path to Customer Centricity,” (with Denish Shah, A. Parasuraman, Richard Staelin, and George Day). The award winner is selected by the journal’s editorial review board.

Highly Commended Paper Award, 2006, awarded for the 2005 International Journal of Service Industry Management article, “The Business Value of E-Government for Small Firms."The award, chosen by the journal’s editorial review board, is given to the top four articles of the year.

MSI/H. Paul Root Award, 2005, awarded for the January 2004 Journal of Marketing article, “Return on Marketing: Using Customer Equity to Focus Marketing Strategy."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.

Elsevier Distinguished Scholar Award, for “exceptional scholarly achievements,” awarded by the Society for Marketing Advances, 2005.

Winner of the 2005 Journal of Interactive Marketing Best Paper Award, 2005.

JSR Best Article Award sponsored by IBM, 2005. The award recognizes the article that made the greatest contribution to service research. The award winner is chosen by the Journal of Service Research’s Editorial Review Board.

Editor of Journal of Marketing, 2005-2008

Robert D. Buzzell Best Paper Award, 2003, awarded for the paper, “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.

MSI/H. Paul Root Award, 2003, awarded for the October 2002 Journal of Marketing article, “Getting Return on Quality: Revenue Expansion, Cost Reduction or Both?”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.

Finalist, 2003 Excellence in Service Research Award, Journal of Service Research.

Berry-AMA Book Prize, 2002, awarded for the book, Driving Customer Equity, (Free Press 2000).The award is given by the American Marketing Association to the best book in marketing from the most recent three year period. The award recognizes “exceptional marketing books that have set the standard for excellence” and “whose innovative ideas have had significant impact on marketing and related fields.”Anthologies, textbooks and manuals are not eligible for the award. The award is selected by current and past Executive Directors of the Marketing Science Institute.

Marketing Science Institute Best Paper Award, 2002, awarded for the paper, “Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?” The award recognizes 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.

American Marketing Association Career Contributions to the Services Discipline Award, recognizing “the greatest long-term impact on the development of the services discipline,” awarded by the AMA Services Special Interest Group, 2002.

American Marketing Association Gilbert A. Churchill Award, for lifetime achievement in marketing research, awarded by the AMA Marketing Research Special Interest Group, 2000.

Second Place Winner, 1999 William R. Davidson Award for the best paper published in the Journal of Retailing two years previously, for "Customer Delight: Foundations, Findings, and Managerial Insight."The award is chosen by the Journal of Retailing Editorial Board.

Best Services Article Award, AMA Services Special Interest Group, 1998, for "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, 1997 (2)

Finalist, John D.C. Little Best Article Award for the best 1997 marketing article in Marketing Science or Management Science, for "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services."The award is chosen by the officers of the INFORMS College on Marketing and the Editorial Review Boards of Marketing Science and Management Science.

Fellow, American Statistical Association, elected "for significant statistical contributions in marketing, advertising, quality management, and psychometrics; and for service to the profession," 1997.

Henry Latané Distinguished Doctoral Alumnus Award, awarded by the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill, 1995.

Alpha Kappa Psi Foundation Award for the article in the 1995 Journal of Marketing that had the greatest contribution to the advancement of the practice of marketing. Awarded for "Return on Quality (ROQ): Making Service Quality Financially Accountable." The award is chosen by members of the Journal of Marketing Editorial Review Board.

"Best Article Award for 1993" from the Journal of Retailing for the article, "Customer Satisfaction, Customer Retention, and Market Share."The Best Article, selected by a vote of the Editorial Board, is one judged to have contributed most significantly to the development of retailing theory and/or practice.