Journal of Service Management - Literati Award Winners 2022 

Journal of Service Management

We are pleased to announce our 2022 Literati Award winners.

Outstanding Paper
Service journey quality: conceptualization, measurement and customer outcomes
Elina Jaakkola, Harri Terho

Highly Commended Papers
More than a feeling? Toward a theory of customer delight
A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed Zaki
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic
Silke Bartsch, Ellen Weber, Marion Büttgen, Ariana Huber
Using AI to predict service agent stress from emotion patterns in service interactions
Stefano Bromuri, Alexander P. Henkel, Deniz Iren, Visara Urovi

Outstanding Reviewers
Nicola Bilstein
Gabriela Beirao
Genevieve O’Connor