We are pleased to announce our 2020 Literati Award winners

Outstanding Paper
Reshaping mental models – enabling innovation through service design
Josina Vink, Bo Edvardsson, Katarina Wetter-Edman, Bård Tronvoll

Highly Commended Papers
Frontline Service Technology infusion: conceptual archetypes and future research directions
Arne De Keyser, Sarah Köcher, Linda Alkire (née Nasr), Cédric Verbeeck, Jay Kandampully

Bridging the data divide between practitioners and academics: Approaches to collaborating better to leverage each other’s resources
Sabine Benoit, Sonja Klose, Jochen Wirtz, Tor Wallin Andreassen, Timothy L. Keiningham

From words to pixels: text and image mining methods for service research
Francisco Villarroel Ordenes, Shunyuan Zhang

Service providers and firm performance: investigating the non-linear effect of dependence
Ornella Benedettini, Andy Neely

Social innovation in service: a conceptual framework and research agenda
Lerzan Aksoy, Linda Alkire (née Nasr), Sunmee Choi, Peter Beomcheol Kim, Lu Zhang

Technological disruptions in services: lessons from tourism and hospitality
Dimitrios Buhalis, Tracy Harwood, Vanja Bogicevic, Giampaolo Viglia, Srikanth Beldona, Charles Hofacker

Outstanding Reviewers
Stefano Bromuri    
Tobias Kraemer