Robert Johnston Award
Introduction
Phillip Klaus and Stan Maklan have won the Robert Johnston/Journal of Service Management Outstanding Paper Award for their article on assessing service experiences in 23(1)
Robert Johnston/Journal of Service Management Outstanding Paper Award
Phil Klaus and Stan Maklan have been voted as the recipients of the inaugural Robert Johnston/Journal of Service Management Outstanding Paper Award for their article “EXQ: A multiple-item scale for assessing service experiences,” which appeared in Vol. 23, Issue 1, of the Journal of Service Management. The paper is now available for free download from the JOSM homepage.
Phil Klaus is Professor of Customer Experience and Marketing Strategy and Founder of Prof. Dr. Phil Klaus & Associates Consulting. Stan Maklan is Reader at Cranfield School of Management.
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