Journal of Service Research

Papers
(The H4-Index of Journal of Service Research is 25. 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 2020-11-01 to 2024-11-01.)
ArticleCitations
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?219
Service Research Priorities: Managing and Delivering Service in Turbulent Times159
Rise of the Machines? Customer Engagement in Automated Service Interactions112
Service Research Priorities: Designing Sustainable Service Ecosystems102
Corporate Digital Responsibility in Service Firms and Their Ecosystems79
How Smart Should a Service Robot Be?69
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions69
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review69
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service57
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments49
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability48
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach44
Mapping of Journal of Service Research Themes: A 22-Year Review43
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure36
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles36
Artificial Intelligence as a Service, Economic Growth, and Well-Being35
AI Service and Emotion33
Artificial Emotions and Love and Sex Doll Service Workers32
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces30
Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective30
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities29
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence28
It is Really Not a Game: An Integrative Review of Gamification for Service Research28
Service Robots in Long-Term Care: A Consumer-Centric View27
How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?25
Moving Service Research Forward25
Harvesting Online Reviews to Identify the Competitor Set in a Service Business: Evidence From the Hotel Industry25
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