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 2020-03-01 to 2024-03-01.)

Article	Citations
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature	196
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?	155
Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda	124
Service Research Priorities: Managing and Delivering Service in Turbulent Times	121
Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues	116
Replaced by a Robot: Service Implications in the Age of the Machine	114
Rise of the Machines? Customer Engagement in Automated Service Interactions	84
Service Innovation: A New Conceptualization and Path Forward	78
Access-Based Services as Substitutes for Material Possessions: The Role of Psychological Ownership	71
Service Research Priorities: Designing Sustainable Service Ecosystems	68
Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality	66
Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks	65
Service Safety in the Pandemic Age	62
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review	54
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions	54
Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships	51
A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture	45
How Smart Should a Service Robot Be?	45
The Future of B2B Customer Solutions in a Post-COVID-19 Economy: Managerial Issues and an Agenda for Academic Inquiry	45
Avatar Design of Virtual Salespeople: Mitigation of Recommendation Conflicts	44
Corporate Digital Responsibility in Service Firms and Their Ecosystems	43
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence	40
One-Voice Strategy for Customer Engagement	39
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability	36
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service	33

Enacting Professional Service Work in Times of Digitalization and Potential Disruption	31
A Strategic Framework for Task Automation in Professional Services	31
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach	30
Mapping of Journal of Service Research Themes: A 22-Year Review	30
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles	28
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces	26
When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees	23
Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective	21
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure	20
Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers	19
Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem	18
Harvesting Online Reviews to Identify the Competitor Set in a Service Business: Evidence From the Hotel Industry	18
It is Really Not a Game: An Integrative Review of Gamification for Service Research	18
Unintended Consequences in Transformative Service Research: Helping Without Harming	18
Moving Service Research Forward	18
Artificial Emotions and Love and Sex Doll Service Workers	17
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence	16
How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?	16
Artificial Intelligence as a Service, Economic Growth, and Well-Being	16
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	16
Building Reflexivity Using Service Design Methods	16
Service Robots in Long-Term Care: A Consumer-Centric View	16
The Service-Profit Chain: Reflections, Revisions, and Reimaginations	16
The Role of Frontline Employees’ Competitive Intelligence and Intraorganizational Social Capital in Driving Customer Outcomes	16
When the Aims and the Ends of Health Care Misalign	15
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers	15
Consumers on the Job: Contextualization Crafting in Expert Services	14
Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance	14
Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions	13
Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer Boosting	13
AI Service and Emotion	13
Online Third Places: Supporting Well-Being Through Identifying and Managing Unintended Consequences	13
Channel Habits and the Development of Successful Customer-Firm Relationships in Services	12
High-Quality Qualitative Research: Getting Into Gear	11
Enacting Service Work in a Changing World: Time for a Dialogue	11
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	11
Conscious Empathic AI in Service	11
Revisiting the Age Construct: Implications for Service Research	10
Frontline Employee Passion: A Multistudy Conceptualization and Scale Development	10
Member Retention and Donations in Nonprofit Service Organizations: The Balance Between Peer and Organizational Identification	10
The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements	9
The Smart Home: How Consumers Craft New Service Networks by Combining Heterogeneous Smart Domestic Products	9
The Conflicting Conventions of Care: Transformative Service as Justice and Agape	9
Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market	9
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	8
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	7
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	6
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	6
The Mode Heuristic in Service Consumers’ Interpretations of Online Rating Distributions	6
Shaping Circular Service Ecosystems	6

Not Whodunit But Whydunit: Story Characters’ Motivations Influence Audience Interest in Services	6
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	6
Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots	5
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery	5
Dynamic Customer Value Cocreation in Healthcare	5
Consumer Job Journeys	5
Customer Work Practices and the Productive Third Place	5
Employee Reactions to Preservice Tips and Compliments	5
A Cross-National Service Strategy to Manage Product Returns: E-Tailers’ Return Policies and the Legitimating Role of the Institutional Environment	5