{"id":191,"date":"2014-09-18T16:27:17","date_gmt":"2014-09-18T16:27:17","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?page_id=191"},"modified":"2025-10-01T01:58:00","modified_gmt":"2025-10-01T05:58:00","slug":"servsigs-best-services-article-award","status":"publish","type":"page","link":"https:\/\/www.servsig.org\/wordpress\/awards\/servsigs-best-services-article-award\/","title":{"rendered":"Best Service Article Award"},"content":{"rendered":"\n

The \u201cSERVSIG Best Service Article Award\u201d<\/strong> is presented annually by SERVSIG to the author(s) of the best article in the service literature published during a calendar year.<\/p>\n\n\n\n

– 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 prior year.
– 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.<\/p>\n\n\n\n

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<\/em>.<\/p>\n\n\n\n

SERVSIG Best Service Article Award<\/b><\/em><\/h2>\n\n\n\n

2025<\/h3>\n\n\n\n

Pitardi, V., Wirtz, J., Paluch, S., <\/strong>& Kunz, W.H.<\/strong> (2024). “Metaperception benefits of service robots in uncomfortable service encounters”, Tourism Management<\/em>, 105(3), 104939.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Steins, M., Becker, M., Odekerken-Schr\u00f6der, G., Mathmann, F., Mahr, D., <\/strong>& Russell-Bennett, R.<\/strong> (2024). “Do we think and feel Alike? field evidence on developing a shared reality when dealing with service robots,”\u00a0Journal of Business Research<\/em>,\u00a0180<\/em>, 114729.<\/p>\n\n\n\n

McGraw, J., Russell-Bennett, R., & White, K.M. <\/strong>(2024). “Men\u2019s transformative health service use: rethinking customer experience of vulnerability”,\u00a0Journal of Services Marketing<\/em>,\u00a038<\/em>(6), 657-676.<\/p>\n\n\n\n

Award Committee:
Deirdre O’Loughlin (chair), Maik Hammerschmidt, Sergio Biggemann, Chelsea Phillips<\/p>\n\n\n\n

2024<\/a><\/h3>\n\n\n\n

Garbas, J., Schubach, S., Mende, M., Scott, M.L.,<\/strong> & Schumann, J.H. <\/strong>(2023). \u201cYou want to sell this to me twice!? How perceptions of betrayal may undermine internal product upgrades\u201d, Journal of the Academy of Marketing Science<\/em>, 24(3), 1231-1256.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Wirtz, J., Kunz, W., Hartley, N., <\/strong>& Tarbit, J.\u00a0<\/strong>(2023), \u201cCorporate digital responsibility in service firms and their ecosystems\u201d,\u00a0Journal of Service Research,<\/em> 26(2), 173\u2013190.<\/p>\n\n\n\n

Roschk, H., Hosseinpour, M., <\/strong>&\u00a0Breitsohl, J.<\/strong>\u00a0(2023), \u201cCoalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations\u201d,\u00a0Journal of Service Research<\/em>, 26(4), 614-635.<\/p>\n\n\n\n

Award Committee:
Tobias Sch\u00e4fers (Chair), Dominique Greer, Hyunjeong “Spring” Han and Suvi Nenonen.<\/p>\n\n\n\n

2023<\/a><\/h3>\n\n\n\n

Danatzis, I., Karpen, I.O., <\/strong>& Kleinaltenkamp, M<\/strong>. (2022). \u201cActor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem\u201d. Journal of Service Research<\/em>. 25(2), 250-280<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Ludwig, S., Herhausen, D., Grewal, D., Bove, L., Benoit, S., de Ruyter, K., <\/strong>& Urwin, P.<\/strong> (2022). \u201cCommunication in the Gig Economy: Buying and Selling in Online Freelance Marketplaces\u201d. Journal of Marketing<\/em>, 86(4), 141-161.<\/p>\n\n\n\n

Huang, M.H., <\/strong>& Rust, R.T.<\/strong> (2022). \u201cA Framework for Collaborative Artificial Intelligence in Marketing\u201d. Journal of Retailing<\/em>, 98(2), 209-223.<\/p>\n\n\n\n

Award Committee:
Nancy W\u00fcnderlich (Chair), Hannu Saarij\u00e4rvi, Marek Gnusowski, and Marjan Aslan.<\/p>\n\n\n\n

2022<\/a><\/h3>\n\n\n\n

Guofang Huang <\/strong>and K. Sudhir <\/strong>(2021). \u201cThe causal effect of service satisfaction on customer loyalty\u201d, Management Science<\/em>, 67(1), 317-341.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Huang, M.H., <\/strong>& Rust, R.T.,<\/strong> (2021). \u201cEngaged to a Robot? The Role of AI in Service\u201d, Journal of Service Research<\/em>, 24(1), 30-41<\/p>\n\n\n\n

Wirtz, J., Fritze, M.P., Jaakkola, E., Gelbrich, K., <\/strong>& Hartley, N. <\/strong>(2021). \u201cService Products and Productization\u201d, Journal of Business Research<\/em>,137, 411-421.<\/p>\n\n\n\n

Award Committee:
Peter C. Verhoef (Chair), Jennifer Chandler, Andrea Ordanini, and Joy Parkinson.<\/p>\n\n\n\n

2021<\/a><\/h3>\n\n\n\n

Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., <\/strong>& Schoegel, M. <\/strong>(2020). “Face forward: How employees\u2019 digital presence on service websites affects customer perceptions of website and employee service quality.” Journal of Marketing Research, <\/em>57(5), 917\u2013936.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

De Keyser, A., Verleye, K., Lemon, K.N., Klaus P., <\/strong>& Keiningham, T.L. <\/strong>(2020) “Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature.” Journal of Service Research<\/em>, 23(4), 433-455.<\/p>\n\n\n\n

Zeithaml, V.A., Verleye, K., Hatak, I., Koller, M., <\/strong>& Zauner, A. <\/strong>(2020). “Three decades of customer value research: paradigmatic roots and future research avenues.” Journal of Service Research,<\/em> 23(4), 409-432.<\/p>\n\n\n\n

Award Committee:
Amy Ostrom (Chair), Martin Fritze, Andrew Gallan, Stefanie Paluch<\/p>\n\n\n\n

2020<\/strong><\/a><\/h3>\n\n\n\n

Thomas Dotzel & Venkatesh Shankar<\/strong> (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<\/em>, 83(5), 133\u2013152.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Bove, L.L.<\/strong> (2019). “Empathy for service: benefits, unintended consequences, and future research agenda”, Journal of Services Marketing<\/em>, 33(1), 31-43.<\/p>\n\n\n\n

McColl-Kennedy, J.R., Zaki, M., Lemon, K.N., Urmetzer, F., <\/strong>& Neely, A.<\/strong> (2019). “Gaining Customer Experience Insights That Matter,” Journal of Service Research<\/em>, 22(1), 8\u201326.<\/p>\n\n\n\n

Mende, M., Scott, M.L., van Doorn, J., Grewal, D., <\/strong>& Shanks, I.<\/strong> (2019). “Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses,” Journal of Marketing Research<\/em>, 56(4), 535\u2013556.<\/p>\n\n\n\n

Award Committee:
Dominik Mahr (Chair), Janet Davey, Rodula Tsiotsou, Jamie Burton, Mike Giebelhausen<\/p>\n\n\n\n

2019<\/strong><\/a><\/h3>\n\n\n\n

Ming-Hui Huang & Roland T. Rust<\/strong> (2018) “Artificial Intelligence in Service,” Journal of Service Research, <\/em>21(2), 155\u2013172.<\/p>\n\n\n\n

Finalists:<\/p>\n\n\n\n

Wirtz, J., Patterson, P.G., Kunz, W.H., Gruber, T., Lu, V.N., Paluch, S. <\/strong>& Martins A.,<\/strong> (2018). “Brave new world: service robots in the frontline,” Journal of Service Management<\/em>, 29(5), 907-931<\/p>\n\n\n\n

Wirtz, J.<\/strong> & Zeithaml, V.<\/strong> (2018). \u201cCost-effective service excellence,\u201d Journal of the Academy of Marketing Science<\/em>, 46(1), 59-80<\/p>\n\n\n\n

Caic, M., Odekerken-Schr\u00f6der, G., <\/strong>& Mahr, D., <\/strong>(2018). “Service robots: value co-creation and co-destruction in elderly care networks,” Journal of Service Management<\/em>, 29(2), 178-205.<\/p>\n\n\n\n

Award Committee:
Lerzan Aksoy (Chair), Matthew Alexander, Marion B\u00fcttgen, Jiun-Sheng Chris Lin, Claudia Simoes<\/p>\n\n\n\n

2018<\/strong><\/a><\/h3>\n\n\n\n

Jens Hogreve, Anja Iseke, Klaus Derfuss, & Tonnjes Eller<\/strong> (2017). “The Service\u2013Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework”, Journal of <\/em>Marketing , 81 (May), 41\u201361<\/em><\/p>\n\n\n\n

Highly Commended:<\/p>\n\n\n\n

Beibei, D. <\/strong>& Sivakumar, K.<\/strong> (2017). \u201cCustomer Participation in Services: Domain, Scope, and Boundaries\u201d Journal of the Academy of Marketing Science<\/em>, 45(6), 944\u2013965<\/p>\n\n\n\n

Huang M.H.<\/strong> & Rust, R.T.<\/strong> (2017). \u201cTechnology-Driven Service Strategy\u201d, Journal of the Academy of Marketing Science<\/em>, 45(6), 906-924<\/p>\n\n\n\n

Award Committee:
Rod Brodie (Chair), Elina Jaakkola, Jan Schumann, Wolfgang Ulaga, Jenny Van Doorn<\/p>\n\n\n\n

2017<\/strong><\/a><\/h3>\n\n\n\n

Bram Foubert & <\/strong>Els Gijsbrechts <\/strong>(2016)<\/span>. <\/span><\/em>“Try It, You\u2019ll Like It\u2014Or Will You? The Perils of Early Free-Trial Promotions for High-Tech Service Adoption,” <\/span>Marketing Science, <\/span>35<\/span>:5<\/span>, 810-826 <\/span><\/em><\/p>\n\n\n\n

Highly Commended:<\/p>\n\n\n\n

Cecile Delcourt, Dwayne Gremler, Allard van Riel, & Marcel van Birgelen <\/strong>(2016), \u201cEmployee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure\u201d, Journal of Service Research<\/em>, 19 (1), 72-87<\/p>\n\n\n\n

Katherine N. Lemon & Peter C. Verhoef <\/strong>(2016), \u201cUnderstanding Customer Experience Throughout the Customer Journey,\u201d Journal of Marketing<\/em>, 80(6), 69-96<\/p>\n\n\n\n

Jeffrey Meyer & Venkatesh Shankar <\/strong>(2016), \u201cPricing Strategies for Hybrid Bundles: Analytical Model and Insights,\u201d Journal of Retailing<\/em>, 92 (2), 133-146<\/p>\n\n\n\n

Award Committee:
Gaby Odekerken-Schroder (Chair), David Bowen, Lia Patricio, Lars Witell, Nancy W\u00fcnderlich<\/p>\n\n\n\n

2016<\/strong><\/a><\/h3>\n\n\n\n

Alexis M. Allen, Michael K. Brady, Stacey G. Robinson, & Clay M. Voorhees<\/strong> (2015). \u201cOne firm\u2019s loss is another\u2019s gain: capitalizing on other firms\u2019 service failures\u201d, Journal of the Academy of Marketing Science<\/em>, 43(5), 648-662.<\/p>\n\n\n\n

Highly Commended:<\/p>\n\n\n\n

Maarten J. Gijsenberg, Harald J. Van Heerde, & Peter C. Verhoef<\/strong> (2015). \u201cLosses loom longer than gains: Modeling the impact of service crises on perceived service quality over time\u201d, Journal of Marketing Research<\/em>, 52(5): 642-656.<\/p>\n\n\n\n

Timothy L. Keiningham, Carly M. Frennea, Lerzan Aksoy, Alexander Buoye, & Vikas Mittal<\/strong> (2015). \u201cA Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries,\u201d Journal of Service Research<\/em>, 18(4), 433-450.<\/p>\n\n\n\n

Martin Mende & Jenny van Doorn<\/strong> (2015). \u201cCoproduction of Transformative Services as a Pathway to Improved Consumer Well-Being Findings From a Longitudinal Study on Financial Counseling,\u201d Journal of Service Research<\/em>, 18(3): 351-368.<\/p>\n\n\n\n

Award Committee:
Ruth Bolton (Chair), Jenny van Doorn, Kristina Heinonen, Tom Baker, Sven Tuzovic<\/p>\n\n\n\n

2015<\/strong><\/a><\/h3>\n\n\n\n

Sivakumar K., Mei Li, & Beibei Dong<\/strong> (2014). \u201cService Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights,\u201d Journal of Marketing<\/em>, 78 (1), 41-58.<\/p>\n\n\n\n

Highly Commended:<\/p>\n\n\n\n

Sebastian Ackermann & Florian von Wangenheim<\/strong> (2014). “Behavioral Consequences of Customer-Initiated Channel Migration,” Journal of Service Research<\/em>, 17(3), 262-277.<\/p>\n\n\n\n

Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni, & Michael K.<\/strong> Brady<\/strong> (2014). “Touch Versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters,” Journal of Marketing<\/em>, (78), 113-124.<\/p>\n\n\n\n

Francisco Villarroel Ordenes, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, & Mohamed Zaki<\/strong> (2014). “Analyzing Customer Experience Feedback Using Text Mining, A Linguistics-Based Approach,” Journal of<\/em> Service Research<\/em>, 17(3), 278-295.<\/p>\n\n\n\n

Award Committee:
Thomas Dotzel (Chair), Anders Gustafsson, Byron Keating, Kate Daunt, Tom Baker<\/p>\n\n\n\n

2014<\/strong><\/a><\/h3>\n\n\n\n

Thomas Dotzel, Venkatesh Shankar, & Leonard L. Berry<\/strong> (2013), \u201cService Innovativeness and Firm Value\u201d, Journal of Marketing Research<\/em>, Vol. 50, No. 2, 259-276.<\/p>\n\n\n\n

Highly Commended:<\/p>\n\n\n\n

Nancy V. W\u00fcnderlich, Florian v. Wangenheim, & Mary Jo Bitner<\/strong> (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research<\/em>, 16(3), 3-20.<\/p>\n\n\n\n

Nancy J. Sirianni, Mary Jo Bitner, Stephen W. Brown, & Naomi Mandel<\/strong> (2013), \u201cBranded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning\u201d, Journal of Marketing<\/em>, 77(6), 108-123.<\/p>\n\n\n\n

Award Committee:
Jochen Wirtz (Chair), Chris Lin, Irene Ng, Sven Tuzovic, Rod Brodie<\/p>\n\n\n\n

2013<\/b><\/h3>\n\n\n\n

Karpen, Ingo O., Liliana L. Bove, and Bryan A. Lukas<\/strong> (2012), \u201cLinking Service-Dominant Logic and Strategic Business Practice: A Conceptual Model of a Service-Dominant Orientation,\u201d Journal of Services Research<\/i>, 15 (1), 21-38.<\/p>\n\n\n\n

2012<\/b><\/h3>\n\n\n\n

Bruggen, Elizabeth C., Bram Foubert, and Dwayne D. Gremler<\/strong> (2011), Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape. Journal of Marketing<\/em>, 75 (5), 71-87.<\/p>\n\n\n\n

Award Committee:
Michael Hartline (Chair), Tillmann Wagner, Tracey Dagger, Melton Horace, Kevin Gwinner<\/p>\n\n\n\n

2011<\/b><\/h3>\n\n\n\n

Chan, Kimmy Wa, Chi Kin (Bennett) Yim, and Simon S. K. Lam<\/strong> (2010), \u201cIs Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures,\u201d Journal of Marketing,<\/em> 74 (May), 48-64.<\/p>\n\n\n\n

Award Committee: Dwayne Gremler (Chair), Doug Grisaffe, Mike Hartline, Jill Sweeney, Tillmann Wagner, Tracy Meyer<\/p>\n\n\n\n

2010<\/b><\/h3>\n\n\n\n

Challagalla, Goutam, R. Venkatesh, and Ajay Kohli<\/strong> (2009), \u201cProactive Postsales Service:  When and Why Does It Pay Off?,\u201d Journal of Marketing<\/em>, 73, (March), 70-87.<\/p>\n\n\n\n

Award Committee: Andrea Ordanini (Chair), Sterling Bone, Shashi Matta, Thorsten Gruber, Janet McColl-Kennedy<\/p>\n\n\n\n

2009<\/b><\/h3>\n\n\n\n

Fang, Eric (Er), Robert W. Palmatier, and Jan-Benedict E.M. Steenkamp<\/strong> (2008), \u201cEffect of Service Transition Strategies on Firm Value,\u201d Journal of Marketing<\/em>, 72(4).<\/p>\n\n\n\n

Award Committee: Stefan Michel (Chair), Werner Kunz, Andrea Ordanini, Clay Voorhees, Kay Zhang<\/p>\n\n\n\n

2008<\/b><\/h3>\n\n\n\n

Florian v. Wangenheim and Tom\u00e1s Bay\u00f3n<\/strong> (2007), “Behavioral Consequences of Overbooking Service Capacity,” Journal of Marketing<\/em>, 71(4).<\/p>\n\n\n\n

Award Committee: Sabine Moeller (Chair), Lloyd Harris, Stefan Michel, Clay Voorhees, Linda Price<\/p>\n\n\n\n

2007<\/b><\/h3>\n\n\n\n

Lloyd C. Harris and Emmanuel Ogbonna<\/strong> (2006), “Service Sabotage: A Study of Antecedents and Consequences,” Journal of the Academy of Marketing Science<\/em> 34(4).<\/p>\n\n\n\n

Award Committee: Stephen J. Grove (Chair), Tom Baker, Dwayne Gremler, Sylvia Long-Tolbert, Sabine Moeller<\/p>\n\n\n\n

2006<\/b><\/h3>\n\n\n\n

Shashi Matta and Valerie Folkes<\/strong> (2005), “Inferences about the Brand from Counterstereotypical Service Providers,” Journal of Consumer Research<\/em>, Vol. 32(2).<\/p>\n\n\n\n

Award Committee: Rod Brodie (Chair), Piyush Kumar, Kathleen Seiders, Steve Tax, Janet Wagner<\/p>\n\n\n\n

2005<\/b><\/h3>\n\n\n\n

Christopher Lovelock and Evert Gummesson<\/strong> (2004), \u201cWhither Services Marketing? In Search of a New Paradigm and Fresh Perspectives,\u201d Journal of Service Research, <\/em>7(1): 20-41<\/p>\n\n\n\n

Award Committee: Kay Lemon (Chair), Michael Bowers, Michael Dorsch, Kevin Gwinner, Inger Roos<\/p>\n\n\n\n

2004<\/b><\/h3>\n\n\n\n

John E. Hogan, Katherine N. Lemon, and Barak Libai<\/strong> (2003), “What is the True Value of a Lost Customer?” Journal of Service Research<\/em>, 5 (February), 196-208.<\/p>\n\n\n\n

Award Committee: Christopher Lovelock (Chair), Mike Brady, Gill Hogg, Joby John, Steve Vargo<\/p>\n\n\n\n

2003<\/b><\/h3>\n\n\n\n

Berry, Leonard L., Kathleen Seiders, and Dhruv Grewal<\/strong> (2002), “Understanding Service Convenience,” Journal of Marketing<\/em>, 66 (July), pp. 1-17.<\/p>\n\n\n\n

Award Committee: Lance Bettencourt (Chair), Thorsten Hennig-Thurau, Jill Sweeney, Matt Meuter<\/p>\n\n\n\n

2002<\/b><\/h3>\n\n\n\n

Chezy Ofir and Itamar Simonson<\/strong> (2001), “In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations,” Journal of Marketing Research<\/em>, 38 (2), 170-182.<\/p>\n\n\n\n

Award Committee: Kevin Gwinner (Chair), Eileen Bridges, Adam Finn, Greg Marshall, Amy Ostrom<\/p>\n\n\n\n

2001<\/b><\/h3>\n\n\n\n

Michael D. Hartline, James G. Maxham III, and Daryl O. McKee<\/strong> (2000), \u201cCorridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,\u201d Journal of Marketing<\/em>, Vol. 64, No. 2, 35-50.<\/p>\n\n\n\n

Award Committee: Dwayne Gremler (Chair), Linda Price, Steve Tax, Mike Brady, Neeli Bendapudi<\/p>\n\n\n\n

2000<\/b><\/h3>\n\n\n\n

Price, Linda L. and Eric J. Arnould (1999)<\/strong>, \u201cCommercial Friendships: Service Provider–Client Relationships in Context,\u201d Journal of Marketing<\/em>, 63 (October), 38-56.<\/p>\n\n\n\n

1999<\/b><\/h3>\n\n\n\n

Tax, Stephen S. Stephen W. Brown , and Murali Chandrashekaran<\/strong> (1998) \u201cCustomer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,\u201d Journal of Marketing<\/em>, 62 (April), 60-76.<\/p>\n\n\n\n

1998<\/b><\/h3>\n\n\n\n

Anderson, Eugene W., Fornell, Claes, and Rust, Roland T.<\/strong> (1997), \u201cCustomer Satisfaction, Productivity, And Profitability: Differences Between Goods And Services,\u201d Marketing Science<\/em>, 16 (2), 129-145.<\/p>\n\n\n\n

1997<\/b><\/h3>\n\n\n\n

Zeithaml, Valarie A., Berry, Leonard L., Parasuraman, A.<\/strong> (1996), \u201cThe Behavioral Consequences Of Service Quality,\u201d Journal of Marketing<\/em>, 60 (April), 31-46.<\/p>\n\n\n\n

1996<\/b><\/h3>\n\n\n\n

Keaveney, Susan M. (1995)<\/strong>, \u201cCustomer Switching Behavior in Service Industries: an Exploratory Study,\u201d Journal of Marketing<\/em>, 59 (April), 71-82.<\/p>\n\n\n\n

1995<\/b><\/h3>\n\n\n\n

Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr<\/strong> (1994), \u201cCritical Service Encounters: The Employee’s Viewpoint,\u201d Journal of Marketing<\/em>, 68 (April), 95-106.<\/p>\n\n\n\n

1994<\/b><\/h3>\n\n\n\n

Bharadwaj, Sundar G., P. Rajan Varadarajan, and John Fahy<\/strong> (1993), \u201cSustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions,\u201d Journal of Marketing<\/em>, 57 (October), 83-99.<\/p>\n\n\n\n