OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Services Marketing is 9. The table below lists those papers that are above that threshold based on CrossRef citation counts [max. 250 papers]. The publications cover those that have been published in the past four years, i.e., from 2020-09-01 to 2024-09-01.)

Article	Citations
E-service quality on live streaming platforms: swift guanxi perspective	100
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services	72
Financial services experience and consumption in Nigeria	69
Customer brand engagement during service lockdown	51
Exploring how internet services can enhance elderly well-being	46
Going with the flow: smart shopping malls and omnichannel retailing	43
The role of customer experience in the perceived value–word-of-mouth relationship	33
Improving service brand personality with augmented reality marketing	32
Mobile payment adoption in Latin America	31
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	30
Can Alexa serve customers better? AI-driven voice assistant service interactions	29
Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis	27
Service authenticity and its effect on positive emotions	26
The impact of value co-creation in sustainable services: understanding generational differences	26
Customer ecosystems: exploring how ecosystem actors shape customer experience	25
Industry 4.0 in services: challenges and opportunities for value co-creation	24
Transformation of the hospitality services marketing structure: a chaos theory perspective	24
Editorial: Research priorities in the new service marketplace	23
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	23
Consumers experiencing vulnerability: a state of play in the literature	23
Editorial: service research in the new (post-COVID) marketplace	22
Customer incivility and employee outcomes in the new service marketplace	22
The indirect experience of nature: biomorphic design forms in servicescapes	22
Customer engagement in online service brand communities	19
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	19

Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence	19
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	19
Information processing by elderly consumers: a five-decade review	19
Consumers’ perceptions of food ethics in luxury dining	19
Customer captivity, negative word of mouth and well-being: a mixed-methods study	18
Resistance of facial recognition payment service: a mixed method approach	17
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	17
Value co-creation activities in retail ecosystems: well-being consequences	17
Consumer responses to environmental corporate social responsibility and luxury	17
Editorial: When service technologies and human experiences intersect	17
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?	17
Legitimate and illegitimate consumer complaining behavior: a review and taxonomy	16
Understanding consumer perceptions and attitudes toward smart retail services	16
Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness	16
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	16
Introducing relational dialectics on actor engagement in the social media ecosystem	14
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	14
Balancing service inclusion for primary and secondary customers experiencing vulnerabilities	13
Right to health and access to health-care services for refugees in Turkey	13
Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services	13
Servicing through digital interactions andwell-being in virtual communities	13
Understanding consumers’ live-streaming shopping from a benefit–risk perspective	13
Service inclusion: the role of disability identity in retail	13
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	13
The impact of eudaimonic well-being on experience and loyalty: a tourism context	12
Neurophysiological responses to robot–human interactions in retail stores	12
A transformative service research perspective on caste-based discrimination in microcredit lending in India	12
Antecedents and consequences of consumer hope for digital payment apps services	12
Understanding self-service technology adoption by “older” consumers	12
Business types matter: new insights into the effects of anthropomorphic cues in AI chatbots	12
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge	12
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	11
Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	11
The emperor’s new clothes: self-explorative engagement in virtual try-on service experiences positively impacts brand outcomes	11
Improving base-of-the-pyramid consumer welfare through mobile technology services	11
Mobile contextual marketing in a museum setting	11
Co-creating value in post-communists contexts: capability perspective	11
Collaborative space: framework for collaborative consumption and the sharing economy	11
Why switch? The role of customer variety-seeking and engagement in driving service switching intention	10
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	10
Editorial: Opportunities in the new service marketplace	10
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	10
“There is no place like my mall”: consumer reactions to the absence of mall experiences	10
How do actors coordinate for value creation? A signaling and screening perspective on resource integration	10
Viewpoint: Service products, development of service knowledge and our community’s target audience	10
A conceptual framework for transformative gamification services	10
A phenomenological exploration into sustainability in the foodservice industry in the MEA region	10
A typology of conspicuous donation on Facebook	9
Necessary evil: a strategy to manage dysfunctional customer behavior	9
Guest editorial: age is a construct, not a characteristic	9

The role of information for the customer journey in mobile food ordering apps	9
Network well-being from a balanced centricity perspective	9
Exploring interactions between commuters with disabilities and transport service providers	9
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	9
Human enhancement technologies and the future of consumer well-being	9
Made for each other? Psychological contracts and service brands evaluations	9
Promoting customer engagement in service settings through identification	9
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	9
The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable	9
Relational cohesion between users and smart voice assistants	9
An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness	9