EXQ: a multiple-item scale for assessing service experience - one of the most downloaded papers in 2012

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Celebrating the impact you made

As a Journal of Service Management (JOSM) author from the past four years, we’d like to thank you for contributing to the ongoing success of the journal. The latest Journal Citation Report release saw JOSM receive an Impact Factor of 1.218. See below to discover if you were one of the authors who made the biggest impact. Authors making an impact The following papers received the highest number of citations which contributed to Journal of Service Management’s Impact Factor success. Daniel Kindström and Christian Kowalkowski Development of industrial service offerings: a process framework Henning Droege, Dagmar Hildebrand and Miguel A. Heras Forcada Innovation in services: present findings, and future pathways Anna Fyrberg and Rein Jüriado What about interaction?: Networks and brands as integrators within service-dominant logic Stefan Michel, David Bowen and Robert Johnston Why service recovery fails: Tensions among customer, employee, and process perspectives Heiko Gebauer, Thomas Fischer and Elgar Fleisch Exploring the interrelationship among patterns of service strategy changes and organizational design elements The 2012 research your colleagues are reading The following papers, published this year, are capturing the attention of you and your colleagues as evidenced by high download statistics. Sejin Ha and Leslie Stoel Online apparel retailing: roles of e-shopping quality and experiential e-shopping motives Cheng Wang, Jennifer Harris and Paul G. Patterson Customer choice of self-service technology: the roles of situational influences and past experience Young Ha and Hyunjoo Im Role of web site design quality in satisfaction and word of mouth generation Philipp “Phil” Klaus and Stan Maklan EXQ: a multiple-item scale for assessing service experience Heiko Gebauer, Guang-Jie Ren, Aku Valtakoski and Javier Reynoso Service-driven manufacturing: Provision, evolution and financial impact of services in industrial firms

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