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 2022-06-01 to 2026-06-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	238
How Smart Should a Service Robot Be?	148
Brexit and the Services Trade—A Longitudinal Analysis	141
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	138
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	104
Reconceptualizing Service Productivity: A Holistic Measurement Framework	89
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	88
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	88
Breaking The Mold: Redefining Service Failure and Recovery	73
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	70
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	69
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	67
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	56
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	56
Cultivating Resilience in Organizational Frontline Employees	48
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	47
Gamification Myopia: Satiation Effects in Gamified Activities	46
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	45
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	45
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Peak Event Self-Scheduling: Implications for Service Demand Management	37
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	35
Service-Dominant Logic in the AI Era	34
Affect-Based Well-Being in Caring Practices with Companion Robots	34
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33

AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	32
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	31
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	29
Pathways to Service System Smartness for Firms	28