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Marketing PhD student Benedetta Crisafulli wins the Best Paper Award

Wednesday 09 July 2014

A research paper entitled "The effect of guarantee terms on service recovery fairness" co-authored by Kingston Business School's PhD student Benedetta Crisafulli and Dr Jaywant Singh won the Best Paper Award at the prestigious American Marketing Association Services Marketing Special Interest Group (AMA SERVSIG) International Service Research Conference 2014, held during 13-15 June 2014, at Thessaloniki, Greece. 

The award is an important milestone for Benedetta who is in the second year of her doctoral studies.  Benedetta said: "This was a major international conference and I was excited to meet and interact with top researchers in my field.  I am thrilled to receive the Award.It has inspired me to work towards the completion of my doctoral studies and commence my academic career.  I am thankful to my supervisory team, and to Kingston Business School's doctoral programme team for providing excellent support and creating a motivating research environment." 

Dr Singh said: "This research has revealed valuable insights into how effective recovery after a service failure influences customer satisfaction and signals a firm's positive intentions.  The next stage is under way and we are confident that the findings would provide further knowledge that could help service managers in designing optimal recovery strategies."

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