OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Management is 24. 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
Research on service frontline employees: a science – practice perspective	165
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	79
The nature and fundamental elements of digital service innovation	78
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	70
University–industry collaboration for AI-driven service innovation	69
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	69
Institutional dissonance and innovation: higher education from a service ecosystems perspective	67
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	61
Exploring customer engagement tensions when pursuing responsible business practices	59
Addressing vulnerability in customer experience with AI-agents	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	43
Service robot–employee task allocation strategies: well-being within the intrusion challenge	41
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	37
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	36
Self-service technology recovery: the importance of psychological need support	35
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	29
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	29
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	28
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	27
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	26
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	26
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	25
Learning from the pioneering founders of the service research field	24
Frontline employee expectations on working with physical robots in retailing	24