The Journal of Service Research (JSR) is pleased to announce its 2024 award recipients at the 2025 Frontiers in Service Conference, held in Montreal, Canada:
2024 Roland T. Rust JSR Best Article Award
A vote of the JSR AEs and ERB was taken in February 2025, which considered all articles published in JSR in 2024 (volume 27), excluding editorials and self-voting. In addition to the votes, the total number of downloads and Web of Science citations of each article is considered. Together, the three indices identified finalist articles, from which the eventual winning article was selected.
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination
– Timothy Keiningham, Lerzan Aksoy, Alexander Buoye, An Yan, Forrest V. Morgeson, III, Gina Woodall, Bart Larivière
http://dx.doi.org/10.1177/10946705231220463
This paper builds on the concept of Perceived Firm Innovativeness (PFI) and shows how PFI is driving economic growth. By analyzing data from the American Innovation Index, it finds that customer perceptions of a firm’s innovativeness significantly predict future abnormal stock returns. Additionally, it shows a positive link between customer satisfaction and stock performance. These insights demonstrate the crucial impact of customer perceptions on financial success.
2024 Roland T. Rust JSR Best Article Award Finalists
Optimizing Service Productivity With Substitutable and Limited Resources
– Jens Hogreve, Alexander Hübner, Mirjam Dobmeier
http://dx.doi.org/10.1177/10946705231213118
This article introduces a decision model designed to help service firms optimize productivity. This model assists managers in selecting the right type and quantity of resources to meet customer demand while addressing challenges like demand volatility and resource interactions. Validated through case studies, the research shows that firms can achieve significant productivity gains by strategically optimizing resource selection.
Reclaiming Healthcare’s Healing Mission for a Sustainable Future
– Leonard Berry, Manjit S. Yadav, Michael Hole
http://dx.doi.org/10.1177/10946705231198024
This study presents a practical roadmap for healthcare leaders across different sectors. The aim is to make healthcare more sustainable by returning to the core mission of healing. The study provides a framework and case examples to align policies, resources, and incentives towards goals that have already been achieved. Read the article here and the video here
2024 JSR Best Reviewers
- Arne De Keyser,
- Holger Roschk
- Amy Fehl
2024 JSR Outstanding AEs
- Beibei Dong
- Christian Kowalkowski
- Bart Lariviere
Beibei does a fantastic job not just summarizing reviewer feedback but supplementing it through an independent, careful review and offering the authors a clear roadmap for revision. I often find myself simply reinforcing her plan for authors with little need to extend.
Christian consistently delivers timely, detailed, and highly constructive reviews, often going beyond in both the depth of analysis and the clarity of their feedback. He provides feedback that is rigorous yet respectful, guiding authors toward meaningful improvements while maintaining a developmental style.
Bart has demonstrated a strong commitment to the journal’s editorial standards, consistently handling manuscripts with professionalism, thoughtfulness, and timeliness. Bart also has shown excellent judgment in selecting qualified reviewers and synthesizing their feedback into clear, constructive and actionable AE reports.
