OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Research is 5. 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.)

Article	Citations
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 Times	159
Rise of the Machines? Customer Engagement in Automated Service Interactions	112
Service Research Priorities: Designing Sustainable Service Ecosystems	102
Corporate Digital Responsibility in Service Firms and Their Ecosystems	79
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review	69
How Smart Should a Service Robot Be?	69
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions	69
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service	57
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	49
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability	48
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach	44
Mapping of Journal of Service Research Themes: A 22-Year Review	43
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles	36
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure	36
Artificial Intelligence as a Service, Economic Growth, and Well-Being	35
AI Service and Emotion	33
Artificial Emotions and Love and Sex Doll Service Workers	32
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces	30
Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective	30
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	29
It is Really Not a Game: An Integrative Review of Gamification for Service Research	28
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence	28
Service Robots in Long-Term Care: A Consumer-Centric View	27
Harvesting Online Reviews to Identify the Competitor Set in a Service Business: Evidence From the Hotel Industry	25

How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?	25
Moving Service Research Forward	25
Unintended Consequences in Transformative Service Research: Helping Without Harming	24
Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions	24
The Service-Profit Chain: Reflections, Revisions, and Reimaginations	24
Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem	23
Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance	22
Online Third Places: Supporting Well-Being Through Identifying and Managing Unintended Consequences	21
Conscious Empathic AI in Service	20
Building Reflexivity Using Service Design Methods	20
Shaping Circular Service Ecosystems	19
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers	19
When the Aims and the Ends of Health Care Misalign	19
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	18
Consumers on the Job: Contextualization Crafting in Expert Services	18
Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer Boosting	16
The Conflicting Conventions of Care: Transformative Service as Justice and Agape	15
Revisiting the Age Construct: Implications for Service Research	15
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	15
Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market	15
The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements	15
Frontline Employee Passion: A Multistudy Conceptualization and Scale Development	14
Dynamic Customer Value Cocreation in Healthcare	14
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	14
Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots	13
Consumer Job Journeys	13
Enacting Service Work in a Changing World: Time for a Dialogue	13
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	12
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	11
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	11
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	10
A Cross-National Service Strategy to Manage Product Returns: E-Tailers’ Return Policies and the Legitimating Role of the Institutional Environment	10
The Mode Heuristic in Service Consumers’ Interpretations of Online Rating Distributions	9
Customer Work Practices and the Productive Third Place	9
Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness	9
Value Co-Destruction: A Conceptual Review and Future Research Agenda	9
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	8
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers	8
Using Information-Seeking Argument Mining to Improve Service	8
Customer Perceived Value: A Comprehensive Meta-analysis	7
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery	7
Vital Service Captivity: Coping Strategies and Identity Negotiation	7
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	7
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	7
Cultivating Resilience in Organizational Frontline Employees	6
Writing for Impact in Service Research	6
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	6
Micro-Level Mechanisms to Support Value Co-Creation for Design of Digital Services	6
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	6
Not Whodunit But Whydunit: Story Characters’ Motivations Influence Audience Interest in Services	6

Sustainable Service	6
Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations	5
Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers	5
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	5
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	5
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	5
A Multidimensional Practice-Based Framework of Interactive Value Formation	5
Tipping, Disrupted: The Multi-Stakeholder Digital Tipped Service Journey	5
Modular Service Design of Information Technology-Enabled Services	5
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	5