OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Research is 28. 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 2021-09-01 to 2025-09-01.)

Article	Citations
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	145
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	131
How Smart Should a Service Robot Be?	110
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	107
Brexit and the Services Trade—A Longitudinal Analysis	95
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	81
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	76
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	65
Breaking The Mold: Redefining Service Failure and Recovery	62
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	60
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	55
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	53
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	49
Vital Service Captivity: Coping Strategies and Identity Negotiation	45
To go or to let it go: A regulatory focus perspective on Bundle Consumption	41
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	41
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Gamification Myopia: Satiation Effects in Gamified Activities	37
Cultivating Resilience in Organizational Frontline Employees	37
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	36
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	35
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	33
Free-to-Fee Transformation of Industrial Services	32
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	31
Peak Event Self-Scheduling: Implications for Service Demand Management	30

AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	28
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	28
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	28