Journal of Service Research

Best Paper Award

Markus Blut, Cheng Wang and Klaus Schoefer (2016), “Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis” Journal of Service Research. 19 (4), 396-416.


Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller) and Rosellina Ferraro (2016), “Contagious Effects of Customer Misbehavior in Access-Based Services” 19 (1), 3-21

Brett W. Josephson, Jean L. Johnson, Babu John Mariadoss and John Cullen
(2016), “Service Transition Strategies in Manufacturing: Implications for Firm Risk” 19 (2), 142-157

Paul G. Patterson, Michael K. Brady and Janet R. McColl-Kennedy (2016), “Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives” 19 (3), 243-259

Best Reviewer Award

Mahesh Subramony

Journal of Service Management

Outstanding Paper Award

Value cocreation at its peak: the asymmetric relationship between coproduction and loyalty,
Nicola E. Stokburger-Sauer , Ursula Scholl-Grissemann , Karin Teichmann , Martin Wetzels (pp. 563 – 590)

Highly Commended Awards

Is share of wallet exclusively about making customers happy or having more customers? Exploring the relationship between satisfaction and double jeopardy
Alexander Buoye , Yuliya Komarova Loureiro , Sertan Kabadayi , Mohammad G. Nejad , Timothy L. Keiningham , Lerzan Aksoy , Jason Allsopp (pp. 434 – 459)

Customer experience formation in today’s service landscape
Michaela Lipkin (pp. 678 – 703)

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship
Edwin J. Nijssen , Jeroen J. L. Schepers , Daniel Belanche (pp. 276 – 298)

Outstanding Reviewers

Herm Joosten

Journal of Services Marketing

Outstanding Paper

Barnes, D.C., Collier, J.E., Howe, V. and Hoffman, D. (2016) Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise, Journal of Services Marketing, Vol 30(3), pp277-289

Highly Commended Paper

Gordon, R., Zainuddin, N. and Magee, C. (2016) Unlocking the potential of branding in social marketing services: utilising brand personality and brand personality appeal, Journal of Services Marketing, Vol 30(1), pp48-62

Outstanding Reviewer(s)

Bart Lariviere
Debra Grace

Journal of Service Theory & Practice

Ragnhild Halvorsrud
Knut KvaleAsbjørn Følstad, (2016) “Improving service quality through customer journey analysis”, Journal of Service Theory and Practice, Vol. 26 Iss: 6, pp.840 – 867

Kaisa Koskela-Huotari 
Stephen L Vargo , (2016) “Institutions as resource context”, Journal of Service Theory and Practice, Vol. 26 Iss: 2, pp.163 – 178

Maria Åkesson 
Per Skålén Bo Edvardsson Anna Stålhammar , (2016) “Value proposition test-driving for service innovation: How frontline employees innovate value propositions”, Journal of Service Theory and Practice, Vol. 26 Iss: 3, pp.338 – 362

Lorena Blasco-Arcas
Blanca Isabel Hernandez-OrtegaJulio Jimenez-Martinez, (2016) “Engagement platforms: The role of emotions in fostering customer engagement and brand image in interactive media”, Journal of Service Theory and Practice, Vol. 26 Iss: 5, pp.559 – 589

Service Industries Journal

Best paper 2016

Berna Tari Kasnakoglu (2016): Antecedents and consequences of co-creation in credence-based service contextsThe Service Industries JournalVol. 36 , Iss. 1-2,2016