The “SERVSIG Best Service Article Award” is presented annually by SERVSIG to the author(s) of the best article in the service literature published during a calendar year.
– General topics may include (but are not limited to) service marketing and service management. The article should have appeared in an English language refereed journal during 2013.
– Candidates for a SERVSIG Award do not have to be a member of SERVSIG or the AMA to be eligible or to win.
– Candidates may be from anywhere in the world. From the beginning, SERVSIG has sought to be globally oriented and globally active.
– Candidates for the awards do not have to be academics. SERVSIG recognizes the vital link between academe and business practice.
Every year, the SERVSIG Board invites new volunteers to serve on the various awards committees. In the true SERVSIG spirit of inclusion, the SERVSIG Board members invite SERVSIG community members to serve and follow the defined award procedures (making sure to have representatives from various universities, continents, expertise, etc.). Based on the received proposals from the community and a defined procedure the award committee members chose the recipient. They subsequently inform the SERVSIG board and the results are shared at the Frontiers in Service Conference.
SERVSIG Best Service Article Award
Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). “Face forward: How employees’ digital presence on service websites affects customer perceptions of website and employee service quality.” Journal of Marketing Research, 57(5), 917–936.
De Keyser, A., Verleye, K., Lemon, K. N., Klaus P., & Keiningham, T. L. (2020) “Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature.” Journal of Service Research, 23(4), 433-455.
Zeithaml, V. A., Verleye, K., Hatak, I., Koller, M., & Zauner, A. (2020). “Three decades of customer value research: paradigmatic roots and future research avenues.” Journal of Service Research, 23(4), 409-432.
Amy Ostrom (Chair), Martin Fritze, Andrew Gallan, Stefanie Paluch
Thomas Dotzel & Venkatesh Shankar (2019). “The Relative Effects of Business-to-Business (vs. Business-to-Consumer) Service Innovations on Firm Value and Firm Risk: An Empirical Analysis,” Journal of Marketing, 83(5), 133–152.
Bove, L.L. (2019). “Empathy for service: benefits, unintended consequences, and future research agenda”, Journal of Services Marketing, 33(1), 31-43.
McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2019). “Gaining Customer Experience Insights That Matter,” Journal of Service Research, 22(1), 8–26.
Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). “Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses,” Journal of Marketing Research, 56(4), 535–556.
Dominik Mahr (Chair), Janet Davey, Rodula Tsiotsou, Jamie Burton, Mike Giebelhausen
Ming-Hui Huang & Roland T. Rust (2018) “Artificial Intelligence in Service,” Journal of Service Research, 21(2), 155–172.
Wirtz, J., P. G. Patterson, W. H. Kunz, T. Gruber, V.N. Lu, S. Paluch, & A. Martins (2018), “Brave new world: service robots in the frontline,” Journal of Service Management, 29(5), 907-931
Wirtz, J. & V. Zeithaml (2018). “Cost-effective service excellence,” Journal of the Academy of Marketing Science, 46(1), 59-80
Caic, M., Odekerken-Schröder, G., & D. Mahr (2018). “Service robots: value co-creation and co-destruction in elderly care networks,” Journal of Service Management, 29(2), 178-205.
Lerzan Aksoy (Chair), Matthew Alexander, Marion Büttgen, Jiun-Sheng Chris Lin, Claudia Simoes
Jens Hogreve, Anja Iseke, Klaus Derfuss, & Tonnjes Eller (2017). “The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework”, Journal of Marketing , 81 (May), 41–61
Beibei Dong & K. Sivakumar (2017). “Customer Participation in Services: Domain, Scope, and Boundaries” Journal of the Academy of Marketing Science, 45(6), 944–965
Ming-Hui Huang & Roland T. Rust (2017). “Technology-Driven Service Strategy”, Journal of the Academy of Marketing Science, 45(6), 906-924
Rod Brodie (Chair), Elina Jaakkola, Jan Schumann, Wolfgang Ulaga, Jenny Van Doorn
Bram Foubert & Els Gijsbrechts (2016). “Try It, You’ll Like It—Or Will You? The Perils of Early Free-Trial Promotions for High-Tech Service Adoption,” Marketing Science, 35:5, 810-826
Cecile Delcourt, Dwayne Gremler, Allard van Riel, & Marcel van Birgelen (2016), “Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure”, Journal of Service Research, 19 (1), 72-87
Katherine N. Lemon & Peter C. Verhoef (2016), “Understanding Customer Experience Throughout the Customer Journey,” Journal of Marketing, 80(6), 69-96
Jeffrey Meyer & Venkatesh Shankar (2016), “Pricing Strategies for Hybrid Bundles: Analytical Model and Insights,” Journal of Retailing, 92 (2), 133-146
Gaby Odekerken-Schroder (Chair), David Bowen, Lia Patricio, Lars Witell, Nancy Wünderlich
Alexis M. Allen, Michael K. Brady, Stacey G. Robinson, & Clay M. Voorhees (2015). “One firm’s loss is another’s gain: capitalizing on other firms’ service failures”, Journal of the Academy of Marketing Science, 43(5), 648-662.
Maarten J. Gijsenberg, Harald J. Van Heerde, & Peter C. Verhoef (2015). “Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time”, Journal of Marketing Research, 52(5): 642-656.
Timothy L. Keiningham, Carly M. Frennea, Lerzan Aksoy, Alexander Buoye, & Vikas Mittal (2015). “A Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries,” Journal of Service Research, 18(4), 433-450.
Martin Mende & Jenny van Doorn (2015). “Coproduction of Transformative Services as a Pathway to Improved Consumer Well-Being Findings From a Longitudinal Study on Financial Counseling,” Journal of Service Research, 18(3): 351-368.
Ruth Bolton (Chair), Jenny van Doorn, Kristina Heinonen, Tom Baker, Sven Tuzovic
Sivakumar K., Mei Li, & Beibei Dong (2014). “Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights,” Journal of Marketing, 78 (1), 41-58.
Sebastian Ackermann & Florian von Wangenheim (2014). “Behavioral Consequences of Customer-Initiated Channel Migration,” Journal of Service Research, 17(3), 262-277.
Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni, & Michael K. Brady (2014). “Touch Versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters,” Journal of Marketing, (78), 113-124.
Francisco Villarroel Ordenes, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, & Mohamed Zaki (2014). “Analyzing Customer Experience Feedback Using Text Mining, A Linguistics-Based Approach,” Journal of Service Research, 17(3), 278-295.
Thomas Dotzel (Chair), Anders Gustafsson, Byron Keating, Kate Daunt, Tom Baker
Thomas Dotzel, Venkatesh Shankar, & Leonard L. Berry (2013), “Service Innovativeness and Firm Value”, Journal of Marketing Research, Vol. 50, No. 2, 259-276.
Nancy V. Wünderlich, Florian v. Wangenheim, & Mary Jo Bitner (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research, 16(3), 3-20.
Nancy J. Sirianni, Mary Jo Bitner, Stephen W. Brown, & Naomi Mandel (2013), “Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning”, Journal of Marketing, 77(6), 108-123.
Jochen Wirtz (Chair), Chris Lin, Irene Ng, Sven Tuzovic, Rod Brodie
Karpen, Ingo O., Liliana L. Bove, and Bryan A. Lukas (2012), “Linking Service-Dominant Logic and Strategic Business Practice: A Conceptual Model of a Service-Dominant Orientation,” Journal of Services Research, 15 (1), 21-38.
Bruggen, Elizabeth C., Bram Foubert, and Dwayne D. Gremler (2011), Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape. Journal of Marketing, 75 (5), 71-87.
Michael Hartline (Chair), Tillmann Wagner, Tracey Dagger, Melton Horace, Kevin Gwinner
Chan, Kimmy Wa, Chi Kin (Bennett) Yim, and Simon S. K. Lam (2010), “Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures,” Journal of Marketing, 74 (May), 48-64.
Award Committee: Dwayne Gremler (Chair), Doug Grisaffe, Mike Hartline, Jill Sweeney, Tillmann Wagner, Tracy Meyer
Challagalla, Goutam, R. Venkatesh, and Ajay Kohli (2009), “Proactive Postsales Service: When and Why Does It Pay Off?,” Journal of Marketing, 73, (March), 70-87.
Award Committee: Andrea Ordanini (Chair), Sterling Bone, Shashi Matta, Thorsten Gruber, Janet McColl-Kennedy
Fang, Eric (Er), Robert W. Palmatier, and Jan-Benedict E.M. Steenkamp (2008), “Effect of Service Transition Strategies on Firm Value,” Journal of Marketing, 72(4).
Award Committee: Stefan Michel (Chair), Werner Kunz, Andrea Ordanini, Clay Voorhees, Kay Zhang
Florian v. Wangenheim and Tomás Bayón (2007), “Behavioral Consequences of Overbooking Service Capacity,” Journal of Marketing, 71(4).
Award Committee: Sabine Moeller (Chair), Lloyd Harris, Stefan Michel, Clay Voorhees, Linda Price
Lloyd C. Harris and Emmanuel Ogbonna (2006), “Service Sabotage: A Study of Antecedents and Consequences,” Journal of the Academy of Marketing Science 34(4).
Award Committee: Stephen J. Grove (Chair), Tom Baker, Dwayne Gremler, Sylvia Long-Tolbert, Sabine Moeller
Shashi Matta and Valerie Folkes (2005), “Inferences about the Brand from Counterstereotypical Service Providers,” Journal of Consumer Research, Vol. 32(2).
Award Committee: Rod Brodie (Chair), Piyush Kumar, Kathleen Seiders, Steve Tax, Janet Wagner
Christopher Lovelock and Evert Gummesson (2004), “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives,” Journal of Service Research, 7(1): 20-41
Award Committee: Kay Lemon (Chair), Michael Bowers, Michael Dorsch, Kevin Gwinner, Inger Roos
John E. Hogan, Katherine N. Lemon, and Barak Libai (2003), “What is the True Value of a Lost Customer?” Journal of Service Research, 5 (February), 196-208.
Award Committee: Christopher Lovelock (Chair), Mike Brady, Gill Hogg, Joby John, Steve Vargo
Berry, Leonard L., Kathleen Seiders, and Dhruv Grewal (2002), “Understanding Service Convenience,” Journal of Marketing, 66 (July), pp. 1-17.
Award Committee: Lance Bettencourt (Chair), Thorsten Hennig-Thurau, Jill Sweeney, Matt Meuter
Chezy Ofir and Itamar Simonson (2001), “In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations,” Journal of Marketing Research, 38 (2), 170-182.
Award Committee: Kevin Gwinner (Chair), Eileen Bridges, Adam Finn, Greg Marshall, Amy Ostrom
Michael D. Hartline, James G. Maxham III, and Daryl O. McKee (2000), “Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,” Journal of Marketing, Vol. 64, No. 2, 35-50.
Award Committee: Dwayne Gremler (Chair), Linda Price, Steve Tax, Mike Brady, Neeli Bendapudi
Price, Linda L. and Eric J. Arnould (1999), “Commercial Friendships: Service Provider–Client Relationships in Context,” Journal of Marketing, 63 (October), 38-56.
Tax, Stephen S. Stephen W. Brown , and Murali Chandrashekaran (1998) “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, 62 (April), 60-76.
Anderson, Eugene W., Fornell, Claes, and Rust, Roland T. (1997), “Customer Satisfaction, Productivity, And Profitability: Differences Between Goods And Services,” Marketing Science, 16 (2), 129-145.
Zeithaml, Valarie A., Berry, Leonard L., Parasuraman, A. (1996), “The Behavioral Consequences Of Service Quality,” Journal of Marketing, 60 (April), 31-46.
Keaveney, Susan M. (1995), “Customer Switching Behavior in Service Industries: an Exploratory Study,” Journal of Marketing, 59 (April), 71-82.
Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr (1994), “Critical Service Encounters: The Employee’s Viewpoint,” Journal of Marketing, 68 (April), 95-106.
Bharadwaj, Sundar G., P. Rajan Varadarajan, and John Fahy (1993), “Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions,” Journal of Marketing, 57 (October), 83-99.