OOIR: Observatory of International 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 2021-02-01 to 2025-02-01.)

Article	Citations
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach	183
Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction	111
Moving Service Research Forward	93
The Impacts of Supervisor Support on Employee Service Performance: A Change Perspective	81
Pathways to Service System Smartness for Firms	81
A Cross-National Service Strategy to Manage Product Returns: E-Tailers’ Return Policies and the Legitimating Role of the Institutional Environment	75
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	66
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers	56
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	48
Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure?	43
Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design	39
Modular Service Design of Information Technology-Enabled Services	38
Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	37
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	37
Shaping Circular Service Ecosystems	36
Countering Virtual Brand Sabotage: The Power of Informative Responses	33
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	33
Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers	33
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	30
Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market	29
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability	28
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers	28
The Role of Customer Relationship Vulnerability in Service Recovery	26
Optimizing Service Productivity With Substitutable and Limited Resources	26
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	25