2008 Awards for Excellence

Citation

(2008), "2008 Awards for Excellence", Journal of Services Marketing, Vol. 22 No. 7. https://doi.org/10.1108/jsm.2008.07522gaa.002

2008 Awards for Excellence

Article Type: 2008 Awards for Excellence From: Journal of Services Marketing, Volume 22, Issue 6

The following article was selected for this year's Outstanding Paper Award for Journal of Services Marketing

"Service quality and satisfaction: an international comparison of professional services perceptions''

Linda C. UeltschyCollege of Business Administration, Bowling Green State University, Bowling Green, Ohio, USAMichel LarocheJohn Molson School of Business, Concordia University, Montreal, CanadaAxel EggertFaculty of Business Management, Anhalt University, Bernburg, GermanyUta BindlAnhalt University, Bernburg, Germany

Purpose - This study aims to examine the applicability of key measures of service quality and customer satisfaction in a cross-cultural setting, first establishing measurement equivalence and then investigating the impact of culture on these measures.Design/methodology/approach - Using scenarios involving a visit to the dentist's office, respondents from Germany, Japan, and the USA participated in a 2\times2 factorial experiment in which the authors manipulated both expectations (low/high) and service performanceFindings - Regardless of expectations, when performance was low, the low-context respondents (USA and Germany) perceived lower quality than did the respondents from the high-context country (Japan), but gave higher quality ratings than did the Japanese respondents when the performance was high.Practical implications - The findings of this study highlight the necessity of considering culture when interpreting customer satisfaction ratings.Originality/value - This research adds credence to the paramount role culture plays in consumers' ratings of perceived service quality and customer satisfaction.

Keywords: Competitive advantage, Cross-cultural studies, Customer satisfaction, Customer services quality, Professional services

www.emeraldinsight.com/10.1108/08876040710818903

This article originally appeared in Volume 21 Number 6, 2007, pp. 410-23, Journal of Services Marketing

The following articles were selected for this year's Highly Commended Award for Journal of Services Marketing

"An assessment of customer service in business-to-business relationships''

Judy ZolkiewskiBarbara LewisFang YuanJing Yuan

This article originally appeared in Volume 21 Number 5, 2007, Journal of Services Marketing

"A proposed multi-dimensional approach to evaluating service recovery''

Mahesh S. BhandariYelena TsarenkoMichael Jay Polonsky

This article originally appeared in Volume 21 Number 3, 2007, Journal of Services Marketing

``The service recovery paradox: justifiable theory or smoldering myth?''

Vincent P. MagniniJohn B. FordEdward P. MarkowskiEarl D. Honeycutt Jr

This article originally appeared in Volume 21 Number 3, 2007, Journal of Services Marketing

Outstanding reviewer

Journal of Services Marketing

Douglas FugateWestern Kentucky University, USA