OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 18. 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
Cultivating Resilience in Organizational Frontline Employees	42
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	42
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	40
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	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
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	34
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	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
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	24
Free-to-Fee Transformation of Industrial Services	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