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 2021-05-01 to 2025-05-01.)

Article	Citations
Research on service frontline employees: a science – practice perspective	216
Delineating transformative value creation through service communications: an integrative framework	162
The nature and fundamental elements of digital service innovation	156
The olfactory experience (in retail) scale: construction, validation and generalization	122
Institutional dissonance and innovation: higher education from a service ecosystems perspective	121
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	99
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	94
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	83
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	82
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	77
Exploring customer engagement tensions when pursuing responsible business practices	69
Guest editorial: Opportunities and challenges at the crossroads of communication and services	59
To do or not to do? A typology of ethical dilemmas in services (TEDS)	57
Service journey quality: conceptualization, measurement and customer outcomes	54
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	53
Service robot–employee task allocation strategies: well-being within the intrusion challenge	50
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	47
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	44
Realizing the economic and circular potential of sharing business models by engaging consumers	41
Self-service technology recovery: the importance of psychological need support	37
Opportunities for social activism in transformative service research: a research agenda	36
Communication in service ecosystems through value propositions: dilemmas and future research avenues	35
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	32
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	31
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
Technologies in service communication: looking forward	30
A research agenda at the intersection of sport sponsorship and service	29
Learning from the pioneering founders of the service research field	29