OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 19. 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 2022-07-01 to 2026-07-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	245
Brexit and the Services Trade—A Longitudinal Analysis	150
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	142
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	114
Frontline Employee Creativity and Sales Performance: A Multilevel and Dyadic Investigation	100
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	94
Reconceptualizing Service Productivity: A Holistic Measurement Framework	90
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	78
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	77
Breaking The Mold: Redefining Service Failure and Recovery	71
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	60
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	54
Hybrid Selling: The Optimal Mix of Face-to-Face and Remote Sales Calls with Existing B2B Customers	52
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	51
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	48
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	42
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	40
Gamification Myopia: Satiation Effects in Gamified Activities	38
Cultivating Resilience in Organizational Frontline Employees	37
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	36
Peak Event Self-Scheduling: Implications for Service Demand Management	34
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	33
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	32
Service-Dominant Logic in the AI Era	30

Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	29
Affect-Based Well-Being in Caring Practices with Companion Robots	29
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	28
Optimizing Service Productivity With Substitutable and Limited Resources	26
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	26
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	25
Shaping Circular Service Ecosystems	24
Pathways to Service System Smartness for Firms	24
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	23
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	21
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	21
Artificial Intelligence as a Service, Economic Growth, and Well-Being	21
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	20
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	20
Customer-to-Customer Misbehavior Magnitude: Dimensions and Typology	19