We are pleased to announce our 2023 Literati Award winners
The service triad: an empirical study of service robots, customers and frontline employees
Kars Mennens, Mark Steins, Gaby Oderkerken-Schroder, Dominik Mahr
Highly Commended Papers
Service robots, agency and embarrassing service encounters
Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings.
Nika Mozafari, Welf H. Weiger, Maik Hammerschmidt
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation.
Lerzan Aksoy, Alexander John Buoye, Maja Fors, Timothy Lee Keiningham, Sara Rosengren
Khanh Le Khanh