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Journal of Service Management - Literati Award Winners 2023

Journal of Service Management

We are pleased to announce our 2023 Literati Award winners

Outstanding Paper
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 

People–planet–profits for a sustainable world: Integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms
Bart Larivière, Edith G. Smit

Outstanding Reviewers
Khanh Le Khanh
Sara Leroi-Werelds 
Valtakoski Aku