Best Practitioner Paper

The 2012 Best Practitioner Paper Presentation highlights the work of business practitioners presented during the concurrent sessions. The conference committee selected 3 of the most promising, worthy abstracts submitted for this year's conference. These abstracts were presented during a special designated track during the Friday (June 15) morning concurrent sessions (sessions 1-3), during which a selection committee, chosen by the Co-Chairs, viewed and judged each presentation.

2012 Finalists for the Best Practitioner Paper Award

“How Does a B2B Customer Support Community Influence Customer
Loyalty and Future Customer Engagement?”
Kristal R. Ray, Oracle, USA
Sander F.M. Beckers, University of Groningen, The Netherlands
Sterling A. Bone, Brigham Young University, USA
Paul W. Fombelle, Northeastern University, USA
Katherine N. Lemon, Boston College, USA
Jenny van Doorn, University of Groningen, The Netherlands

“Using Computer Simulation to Engineer Better Incident Management Policies in Service Delivery”
Claudio Santos Pinhanez, IBM Research, Brazil
Marcos Dias de Assunção, IBM Research, Brazil
Victor Fernandes Cavalcante, IBM Research, Brazil
Maira Athanazio de Cerqueira Gatti, IBM Research, Brazil
Marco Aurlio Stelmar Netto, IBM Research, Brazil
Cleidson B. de Souza, Federal University of Para

2012 – Winner

“The Satisfaction, Repurchase Intentions and Shareholder Value Linkage:
A Longitudinal Examination of Fixed and Firm Specific Effects”
Timothy Keiningham, Ipsos Loyalty, USA
Lerzan Aksoy, Fordham University, USA
Bart Lariviere, Ghent University, Belgium
Sunil Mithas, University of Maryland, USA
Forrest Morgeson, University of Michigan, USA
Atakan Yalcin, Koc University, Turkey