Journal of Service Research

Papers
(The H4-Index of Journal of Service Research is 27. 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 2020-04-01 to 2024-04-01.)
ArticleCitations
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature202
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?164
Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda129
Service Research Priorities: Managing and Delivering Service in Turbulent Times124
Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues122
Replaced by a Robot: Service Implications in the Age of the Machine117
Rise of the Machines? Customer Engagement in Automated Service Interactions86
Service Research Priorities: Designing Sustainable Service Ecosystems68
Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality68
Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks65
Service Safety in the Pandemic Age63
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review56
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions56
Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships52
How Smart Should a Service Robot Be?48
Avatar Design of Virtual Salespeople: Mitigation of Recommendation Conflicts46
The Future of B2B Customer Solutions in a Post-COVID-19 Economy: Managerial Issues and an Agenda for Academic Inquiry46
A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture45
Corporate Digital Responsibility in Service Firms and Their Ecosystems44
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence40
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability36
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service34
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach32
Enacting Professional Service Work in Times of Digitalization and Potential Disruption31
A Strategic Framework for Task Automation in Professional Services31
Mapping of Journal of Service Research Themes: A 22-Year Review30
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles29
0.02301287651062