We are pleased to announce our 2020 Literati Award winners.

Outstanding Paper
Volunteer engagement: conceptual extensions and value-in-context outcomes
Jodie Conduit, Ingo Oswald Karpen, Kieran D. Tierney

Highly Commended Papers
Customer deference to service providers in ordinary service encounters
Apiradee Wongkitrungrueng, Krittinee Nuttavuthisit, Teodora Szabo-Douat, Sankar Sen

Applying Schema Resonance Model in live chat e-service
Xu Song, Cindy T. Christen

Cyborgs as frontline service employees: a research agenda
Tony Garry, Tracy Harwood

Outstanding Reviewers
Cleopatra Veloutsou
Kostantinos Alexandris