OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 8. 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

Technologies in service communication: looking forward	30
A holistic framework for sustainable service technology: insights from Eastern philosophies	30
Learning from the pioneering founders of the service research field	29
A research agenda at the intersection of sport sponsorship and service	29
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	28
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	28
Frontline employee expectations on working with physical robots in retailing	27
Towards a theory of brand love in services: the power of identity and social relationships	26
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	25
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	25
Understanding and managing engagement journeys	25
Figures in the carpet of branding	24
Co-creation in healthcare: framing the outcomes and their determinants	23
Beyond templates: methodological reporting practices and their impact in qualitative service research	22
ActS – Service design based on human activity sets	21
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	21
Digital service innovation challenges faced during servitization: a multi-level perspective	20
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	20
The role of recommender systems in fostering consumers' long-term platform engagement	19
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	19
Conceptualising employee involvement in service innovation: an integrative review	18
Unfolding the simple heuristics of smart solution development	17
Theorising brand aura	17
Service system well-being: scale development and validation	17
Reuse of service concept elements for modular service design	17
To automate or not to automate? A contingency approach to service automation	17
Better together: involving consumers in the ideation, creation and dissemination of transformative value	17
Exploring the influence of service employees' characteristics on their willingness to work with service robots	16
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	16
How does service robot anthropomorphism affect human co-workers?	16
A methodological framework for crafting situated services	13
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	13
Transformative value positioning for service brands: key principles and challenges	12
Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement	12
Piloting personalization research through data-rich environments: a literature review and future research agenda	12
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	12
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation	12
Reflections and predictions on effects of COVID-19 pandemic on retailing	11
Employee-(ro)bot collaboration in service: an interdependence perspective	11
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	10
Navigating the emergence of brand meaning in service ecosystems	10
Customer acceptance of frontline service robots in retail banking: A qualitative approach	10
Customer fairness perceptions in augmented reality-based online services	10
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	10
To serve and protect: a typology of service robots and their role in physically safe services	10
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	10
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	9
Linking servicescape and experiencescape: creating a collective focus for the service industry	9
The role of public relations in shaping service ecosystems for social change	9
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation	9

Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	9
Service virtuousness: implementing the very best of human qualities in service delivery	9
Value co-creation through social media: a multistakeholder, communication perspective	9
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	9
Designing the service delivery system for prevention-oriented goals: insights from two case studies	8
A 5C model of responsible service leadership: learning from living systems to play the infinite game	8
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings	8
Designing augmented reality services for enhanced customer experiences in retail	8
Building organizational resilience with digital transformation	8
Transcendent service management	8