2006 Awards for Excellence

2006 Awards for Excellence

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

‘‘Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea’’

Barry J. Babin University of Southern Mississippi, Hattiesburg, Mississippi, USA

Yong-Ki Lee Chungju National University, Chungbuk, South Korea

Eun-Ju KimSeoul Health College, Seoul, South Korea

Mitch Griffin Bradley University, Peoria, Illinois, USA

Purpose – The research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounter.Design/methodology/approach – The research question is examined using a sample of Korean restaurant consumers who used a structured questionnaire to evaluate their dining experience. Structural equations analysis is used to test various research hypotheses and examine the extent to which consumer service value mediates the effect of the environment on customer satisfaction and future intentions.Findings – Key findings include the ability of the consumer service value scale to account for utilitarian and hedonic value, the role of functional and affective service environment components in shaping consumer satisfaction and future patronage intentions and the relative diagnosticity of positive affect.Research limitations/implications – There is a need to extend the results to a diverse range of cultures.Practical implications – Restaurant managers should place increased emphasis on the physical environment as it clearly plays a role in creating positive consumer outcomes and building strong customer relationships.Originality/value – The use of the consumer value scale (CSV) – particularly in a novel service context.

Keywords: Customer satisfaction, Customer service management, Hotel and catering industry, Service industries, South Korea

www.emeraldinsight.com/10.1108/08876040510596803 This article originally appeared in Volume 19 Number 3, 2005, pp. 133-9, of Journal of Services Marketingwww.emeraldinsight.com/authors

The following article was selected for this year’s Highly Commended Award

‘‘When service failure is not service failure: an exploration of the forms and motives of ‘illegitimate’ customer complaining’’

Kate L. ReynoldsLloyd C. Harris

This article originally appeared in Volume 19 Number 5, 2005, of Journal of Services Marketing www.emeraldinsight.com/authors