The 2025 SERVSIG Best Service Article Award was presented during the SERVSIG Conference in Braga, recognizing an outstanding article published in 2025. The award celebrates research that has made a significant contribution to service scholarship.
AWARD WINNERS
Khanh B. Q. Le, Laszlo Sajtos, Werner H. Kunz, and Karen V. Fernandez for their article “The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service” published in Journal of Service Research, 28(1), 2025.
Kristina Heinonen (SERVSIG Co-Chair), Werner Kunz, Laszlo Sajtos, Sören Köcher.
Read more about “the future of work” in the following guest articles:
– The Future of Work: The Silent Threat of AI Complacency
– The Future of Work: Embracing the Collaboration of Human and Digital Employees in Service
AWARD FINALISTS
Anderson, L., von Koskull, C., Mende, M., & Gummerus, J. (2025). Immersive service: Characteristics, challenges, and pathways to consumer agency. Journal of Marketing, 89(5), 152–174.
Shanks, I., Scott, M. L., Mende, M., van Doorn, J., & Grewal, D. (2025). Cobotic service teams and power dynamics: Understanding and mitigating unintended consequences of human-robot collaboration in healthcare services. Journal of the Academy of Marketing Science, 53(2), 463–489.
SERVSIG thanks the award committee members for their commitment and their work — Sören Köcher (Chair), Stacey Robinson, Lara Lobschat, Harri Terho.
See previous award winners (and links to guest posts) here.
