Volume 18 Finalists
Amy L. Ostrom, A. Parasuraman, David E. Bowen, Lia Patrício, and Christopher A. Voss, “Service Research Priorities in a Rapidly Changing Context” (May 2015)
Per Skålén, Kotaiba Abdul Aal, and Bo Edvardsson, “Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention” (August 2015)
Timothy L. Keiningham, Carly M. Frennea, Lerzan Aksoy, Alexander Buoye, and Vikas Mittal, “A Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries” (November 2015)
Previous Winners
Volume 17: David E. Bowen and Benjamin Schneider, “A Service Climate Synthesis and Future Research Agenda” (February 2014)
Volume 16: Crina O. Tarasi, Ruth N. Bolton, Anders Gustafsson, and Beth A. Walker, “Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management” (May 2013)
Volume 15: Merlyn A. Griffiths and Mary C. Gilly, “Dibs! Customer Territorial Behaviors” (May 2012)
Volume 14: Andrea Ordanini and A. Parasuraman, “Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis” (February 2011)
Volume 13: Amy L. Ostrom, Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich, “Moving Forward and Making a Difference: Research Priorities for the Science of Service” (February 2010)
Volume 12: Benjamin Schneider, William H. Macey, Wayne C. Lee, and Scott A. Young, “Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance” (August 2009)
Volume 11: Katherine N. Lemon and Florian v. Wangenheim, “The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis” (May 2009)
Volume 10: Janet Turner Parish, Leonard L. Berry, and Shun Yin Lam, “The Effects of the Servicescape on Service Workers” (February 2008)
Volume 9: Denish Shah, Roland Rust, A. Parasuraman, Richard Staelin, and George S. Day, “The Path to Customer Centricity” (November 2006)
Volume 8: Kevin P. Gwinner, Mary Jo Bitner, Stephen W. Brown, and Ajith Kumar, “Service Customization Through Employee Adaptiveness” (November 2005)
Volume 7: Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra, “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality” (February 2005)
Volume 6: Keiningham, Timothy L., Tiffany Perkins-Munn, and Heather Evans, “The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment” (August 2003)
Volume 5: Hogan, John E., Katherine N. Lemon, and Barak Libai, “What is the True Value of a Lost Customer?” (February 2003)
Volume 4: Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler, “Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality” (February 2002)
Volume 3: Anderson, Eugene W. and Vikas Mittal, “Strengthening the Satisfaction Profit Chain” (November 2000)
Volume 2: Kumar, Piyush, “The Impact of Long-Term Client Relationships on the Performance of Business Service Firms” (August 1999)
Volume 1: Smith, Amy K. and Ruth Bolton, “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?” (August 1998)
