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 2021-11-01 to 2025-11-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	167
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	120
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	115
Brexit and the Services Trade—A Longitudinal Analysis	106
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	92
How Smart Should a Service Robot Be?	82
Breaking The Mold: Redefining Service Failure and Recovery	77
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	68
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	65
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	63
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	59
To go or to let it go: A regulatory focus perspective on Bundle Consumption	55
Vital Service Captivity: Coping Strategies and Identity Negotiation	53
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	46
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	45
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	42
Cultivating Resilience in Organizational Frontline Employees	42
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	40
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	39
Gamification Myopia: Satiation Effects in Gamified Activities	37
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	34
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	34
Peak Event Self-Scheduling: Implications for Service Demand Management	33
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	30

Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	29
Affect-Based Well-Being in Caring Practices with Companion Robots	28
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	27
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	25
Free-to-Fee Transformation of Industrial Services	24
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	24
Shaping Circular Service Ecosystems	22
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	22
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	22
Optimizing Service Productivity With Substitutable and Limited Resources	21
Pathways to Service System Smartness for Firms	21
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	19
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	19
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	18
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	18
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	18
Artificial Intelligence as a Service, Economic Growth, and Well-Being	18
Conscious Empathic AI in Service	17
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	16
Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services	16
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	15
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	14
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	14
Customer Perceived Value: A Comprehensive Meta-analysis	14
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	12
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters	12
Persistence of Contested Value Cocreation Practices	12
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	12
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	12
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	12
Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams	12
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	11
Using Information-Seeking Argument Mining to Improve Service	11
Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness	11
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	11
The Role of Customer Relationship Vulnerability in Service Recovery	10
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	10
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	10
The Influence of Employee Accent on Customer Participation in Services	10
Corporate Digital Responsibility in Service Firms and Their Ecosystems	10
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	10
It is Really Not a Game: An Integrative Review of Gamification for Service Research	10
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	9
Multilevel Value Co-Creation Within Key Accounts	9
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	9
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	9
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	8
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	8
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities	8
Empathetic AI Encounters: Pathways to Prosocial Behavior	8

Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers	7
Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	7
Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences	7
From Premium to Mass: How Service Robots Shift Brand Premiumness	7
Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets	7
In Reply: Where Reshaping Communications in Healthcare Service Begins	7
Open Science: A Review of Its Effectiveness and Implications for Service Research	7