OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Management is 29. 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 2021-12-01 to 2025-12-01.)

Article	Citations
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	224
Delineating transformative value creation through service communications: an integrative framework	210
The olfactory experience (in retail) scale: construction, validation and generalization	97
Research on service frontline employees: a science – practice perspective	87
The nature and fundamental elements of digital service innovation	68
Institutional dissonance and innovation: higher education from a service ecosystems perspective	67
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	64
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	55
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	49
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	48
Guest editorial: Opportunities and challenges at the crossroads of communication and services	48
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	47
To do or not to do? A typology of ethical dilemmas in services (TEDS)	47
Exploring customer engagement tensions when pursuing responsible business practices	46
Service robot–employee task allocation strategies: well-being within the intrusion challenge	45
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	45
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	44
Self-service technology recovery: the importance of psychological need support	41
Opportunities for social activism in transformative service research: a research agenda	39
Realizing the economic and circular potential of sharing business models by engaging consumers	38
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	36
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	35
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	34
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	34
Communication in service ecosystems through value propositions: dilemmas and future research avenues	34

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	32
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	31
A holistic framework for sustainable service technology: insights from Eastern philosophies	30
Towards a theory of brand love in services: the power of identity and social relationships	29