Highly Commended paper of the year (2020) Award in Journal of Service Management

The paper "Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success” received the Highly Commended paper of the year 2020 Award in Journal of Service Management! The journal is one of the oldest and most respected in the service management community. The paper was co-authored with with Daniel Belanche, Luis V. Casaló, and Carlos Flavián (all from University of Zaragoza). For the full paper, see https://www.emerald.com/insight/content/doi/10.1108/JOSM-05-2019-0156/full/html