Journal of Service Management

Papers
(The H4-Index of Journal of Service Management is 36. 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 2020-03-01 to 2024-03-01.)
ArticleCitations
Beyond panic buying: consumption displacement and COVID-19237
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic192
Reframing service innovation: COVID-19 as a catalyst for imposed service innovation141
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success138
Adapting research methodology during COVID-19: lessons for transformative service research134
The influence of social distancing on employee well-being: a conceptual framework and research agenda119
A transformative supply chain response to COVID-19117
Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond112
Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda110
Human-like communication in conversational agents: a literature review and research agenda99
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness98
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being91
Luxury services85
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts78
Restrict, clean and protect: signaling consumer safety during the pandemic and beyond72
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings68
Service robots, agency and embarrassing service encounters64
Managing the human–chatbot divide: how service scripts influence service experience63
Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems61
Dynamics of wellbeing co-creation: a psychological ownership perspective58
Elevating the human experience (HX) through service research collaborations: introducing ServCollab50
Digital service innovation: a paradigm shift in technological innovation48
Building organizational resilience with digital transformation47
How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis46
Prosumers in times of crisis: definition, archetypes and implications46
Engaging in times of COVID-19 and beyond: theorizing customer engagement through different paradigmatic lenses45
AI feel you: customer experience assessment via chatbot interviews45
Understanding the customer experience with smart services42
Carsharing: a systematic literature review and research agenda41
Accountable algorithms? The ethical implications of data-driven business models40
Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation40
The impact of service innovation on firm performance: a meta-analysis40
The service triad: an empirical study of service robots, customers and frontline employees39
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots38
The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services37
Customer delight during a crisis: understanding delight through the lens of transformative service research36
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