Liana Victorino was awarded the 2015 POMS College of Service Operations Most Influential Paper Award


Gustavson's Liana Victorino and her colleagues Rohit Verma of Cornell University and Don G. Wardell of the University of Utah were honoured at the recent Production and Operations Management Society’s annual meeting for a paper published in the society’s Production and Operations Management journal (an FT 45 publication).

“Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality”, published in 2013, was selected as the journal’s Most Influential Service Operations paper over a two-year period.  It was based on some of the work Liana completed in her dissertation research.

The picture shows (l-r) Professor Liana Victorino of the Gustavson School of Business, Professor Joy Field of Boston College, President of the POMS Service Operations College (2013-15), Professor Don Wardell and Professor Rohit Verma.  The plaques were presented by the President in a brief ceremony during the conference on 9 May 2015.