Journal of Service Management

Papers
(The H4-Index of Journal of Service Management is 23. 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 2021-02-01 to 2025-02-01.)
ArticleCitations
The origins of digital service innovation (DSI): systematic review of ontology and future research agenda155
Piloting personalization research through data-rich environments: a literature review and future research agenda135
Reflections and predictions on effects of COVID-19 pandemic on retailing103
Crisis communication in service ecosystems: perspectives and future challenges93
A 5C model of responsible service leadership: learning from living systems to play the infinite game89
Learning from the pioneering founders of the service research field72
Some agents are more similar than others: customer orientation of frontline robots and employees62
Technologies in service communication: looking forward58
Research on service frontline employees: a science – practice perspective57
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research52
The olfactory experience (in retail) scale: construction, validation and generalization49
Programmatic advertising in online retailing: consumer perceptions and future avenues45
Designing the service delivery system for prevention-oriented goals: insights from two case studies41
The nature of actor engagement intensity: a classification scheme41
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity40
Employee-(ro)bot collaboration in service: an interdependence perspective38
The effect of language style in online reviews on consumers’ word-of-mouth recommendations35
Carsharing: a systematic literature review and research agenda33
International resource configuration of product-related services in the digital age – An analysis of its antecedents29
Transcendent service management27
A research agenda at the intersection of sport sponsorship and service25
Delineating transformative value creation through service communications: an integrative framework23
Digital service innovation: a paradigm shift in technological innovation23
Transformative value positioning for service brands: key principles and challenges23
Designing augmented reality services for enhanced customer experiences in retail23
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