OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Research is 7. 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 2022-01-01 to 2026-01-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	191
Brexit and the Services Trade—A Longitudinal Analysis	131
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	124
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	115
How Smart Should a Service Robot Be?	100
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	99
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	81
Breaking The Mold: Redefining Service Failure and Recovery	76
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	74
Reconceptualizing Service Productivity: A Holistic Measurement Framework	71
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	60
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	59
To go or to let it go: A regulatory focus perspective on Bundle Consumption	58
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	51
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	50
Gamification Myopia: Satiation Effects in Gamified Activities	49
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	46
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	45
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	42
Cultivating Resilience in Organizational Frontline Employees	42
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	41
Peak Event Self-Scheduling: Implications for Service Demand Management	36
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	34
Affect-Based Well-Being in Caring Practices with Companion Robots	34
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	30

How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	27
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	27
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	26
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	26
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	26
Shaping Circular Service Ecosystems	25
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	24
Optimizing Service Productivity With Substitutable and Limited Resources	24
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	22
Pathways to Service System Smartness for Firms	22
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	22
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	21
Artificial Intelligence as a Service, Economic Growth, and Well-Being	21
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	21
Conscious Empathic AI in Service	20
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters	19
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	19
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	18
Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services	18
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	17
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	16
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	14
Service Design for Humanitarian Value	13
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	13
Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams	13
Customer Perceived Value: A Comprehensive Meta-analysis	13
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	13
Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness	12
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	12
Using Information-Seeking Argument Mining to Improve Service	12
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	12
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	12
Persistence of Contested Value Cocreation Practices	11
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	11
The Role of Customer Relationship Vulnerability in Service Recovery	11
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	10
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	10
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	10
It is Really Not a Game: An Integrative Review of Gamification for Service Research	10
The Influence of Employee Accent on Customer Participation in Services	10
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	10
Corporate Digital Responsibility in Service Firms and Their Ecosystems	9
Frontline Employee Improvisation: Uncovering Its Meaning, Practice, and Impact in Service Industries	9
Will Frontline Employees Feel Betrayed When Firms are Unjust to Customers? A Trickle-In Effect via Role Conflict	8
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	8
Empathetic AI Encounters: Pathways to Prosocial Behavior	8
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	8
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	8
Multilevel Value Co-Creation Within Key Accounts	8
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities	7

Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	7
From Premium to Mass: How Service Robots Shift Brand Premiumness	7
In Reply: Where Reshaping Communications in Healthcare Service Begins	7
Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences	7