We are pleased to announce our 2025 Literati Award winners!

Outstanding Paper

Service system resilience under resource scarcity: from vulnerability to balanced centricity

Henna Leino, Turku University including Turku University Hospital, Finland
Raechel Johns, University of Canberra, Australia
Janet Davey, Victoria University of Wellington, New Zealand

Highly Commended Papers

Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery

Kesha Coker, Ball State University, United States
Ramendra Thakur, University of Louisiana at Lafayette, United States

Service-informed marketing reform

Christian Grönroos, Hanken School of Economics, Finland

Outstanding Reviewers

Sarah Dodds
Thilini Alahakoon
Gavin Fox

To learn more about our Literati awards, please visit: https://www.emeraldgrouppublishing.com/our-awards/emerald-literati-awards