We are pleased to announce our 2021 Literati Award winners.

Outstanding Paper
The transformative service paradox: the dilemma of wellbeing trade-offs
Rebekah Russell–Bennett, Rory Mulcahy, Kate Letheren, Ryan McAndrew, Uwe Dulleck

Highly Commended Papers
From automats to algorithms: the automation of services using artificial intelligence
Chris Meyer, David Cohen, Sudhir Nair
Luxury services
Jochen Wirtz, Jonas Holmqvist, Martin P. Fritze
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success
Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

Outstanding Reviewers
Simon Hazee
Martina Caic
Hyeyoon Choi