Journal of Service 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 2020-11-01 to 2024-11-01.)
ArticleCitations
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?219
Service Research Priorities: Managing and Delivering Service in Turbulent Times159
Rise of the Machines? Customer Engagement in Automated Service Interactions112
Service Research Priorities: Designing Sustainable Service Ecosystems102
Corporate Digital Responsibility in Service Firms and Their Ecosystems79
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions69
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review69
How Smart Should a Service Robot Be?69
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service57
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments49
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability48
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach44
Mapping of Journal of Service Research Themes: A 22-Year Review43
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure36
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles36
Artificial Intelligence as a Service, Economic Growth, and Well-Being35
AI Service and Emotion33
Artificial Emotions and Love and Sex Doll Service Workers32
Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective30
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces30
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities29
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence28
It is Really Not a Game: An Integrative Review of Gamification for Service Research28
Service Robots in Long-Term Care: A Consumer-Centric View27
How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?25
Moving Service Research Forward25
Harvesting Online Reviews to Identify the Competitor Set in a Service Business: Evidence From the Hotel Industry25
The Service-Profit Chain: Reflections, Revisions, and Reimaginations24
Unintended Consequences in Transformative Service Research: Helping Without Harming24
Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions24
Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem23
Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance22
Online Third Places: Supporting Well-Being Through Identifying and Managing Unintended Consequences21
Building Reflexivity Using Service Design Methods20
Conscious Empathic AI in Service20
When the Aims and the Ends of Health Care Misalign19
Shaping Circular Service Ecosystems19
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers19
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens18
Consumers on the Job: Contextualization Crafting in Expert Services18
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