OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 20. 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 2022-08-01 to 2026-08-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	254
Brexit and the Services Trade—A Longitudinal Analysis	159
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	149
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	116
Corrigendum to “Not Whodunit but Whydunit: Story Characters’ Motivations Influence Audience Interest in Services”	109
Frontline Employee Creativity and Sales Performance: A Multilevel and Dyadic Investigation	98
Breaking The Mold: Redefining Service Failure and Recovery	92
Reconceptualizing Service Productivity: A Holistic Measurement Framework	82
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	82
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	71
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	62
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	62
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	59
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	57
Hybrid Selling: The Optimal Mix of Face-to-Face and Remote Sales Calls with Existing B2B Customers	56
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	51
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	42
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	41
Cultivating Resilience in Organizational Frontline Employees	41
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Gamification Myopia: Satiation Effects in Gamified Activities	36
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	35
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	34
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33
From Target Experience to Competitive Strategy: Unpacking Strategic Intent in B2B Customer Experience Management	32

Service-Dominant Logic in the AI Era	32
Affect-Based Well-Being in Caring Practices with Companion Robots	29
Peak Event Self-Scheduling: Implications for Service Demand Management	29
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	28
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	27
Optimizing Service Productivity With Substitutable and Limited Resources	26
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	26
Pathways to Service System Smartness for Firms	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	24
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	24
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	21
Customer-to-Customer Misbehavior Magnitude: Dimensions and Typology	21
Shaping Circular Service Ecosystems	21
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	21
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	20
Artificial Intelligence as a Service, Economic Growth, and Well-Being	20
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	20