OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 5. 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 2022-05-01 to 2026-05-01.)

Article	Citations
The olfactory experience (in retail) scale: construction, validation and generalization	134
Research on service frontline employees: a science – practice perspective	69
The nature and fundamental elements of digital service innovation	62
Institutional dissonance and innovation: higher education from a service ecosystems perspective	61
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	61
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	60
University–industry collaboration for AI-driven service innovation	59
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	57
Guest editorial: Opportunities and challenges at the crossroads of communication and services	55
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	54
Service robot–employee task allocation strategies: well-being within the intrusion challenge	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	46
Addressing vulnerability in customer experience with AI-agents	44
Exploring customer engagement tensions when pursuing responsible business practices	39
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	35
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	32
Self-service technology recovery: the importance of psychological need support	31
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Realizing the economic and circular potential of sharing business models by engaging consumers	29
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	26
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	26
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	26
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	25
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	25
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	24

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	23
Learning from the pioneering founders of the service research field	22
A holistic framework for sustainable service technology: insights from Eastern philosophies	20
Frontline employee expectations on working with physical robots in retailing	20
Technologies in service communication: looking forward	20
A research agenda at the intersection of sport sponsorship and service	20
Understanding and managing engagement journeys	19
The event study methodology: a pathway to financial insights about service management	19
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	19
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
From support to empowerment: AI-enabled transformative service for positive aging	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	18
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	18
Understanding AI service failures: insights from attribution theory	17
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	17
Co-creation in healthcare: framing the outcomes and their determinants	17
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	16
Digital service innovation challenges faced during servitization: a multi-level perspective	15
The role of recommender systems in fostering consumers' long-term platform engagement	15
To automate or not to automate? A contingency approach to service automation	15
How does service robot anthropomorphism affect human co-workers?	14
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment	14
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	14
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	13
Understanding service performance of frontline employees from employee–AI interaction perspective	13
Reuse of service concept elements for modular service design	13
How task objectivity shapes customer responses to robot service failure	13
Exploring the influence of service employees' characteristics on their willingness to work with service robots	13
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	13
Navigating circular economy adoption: a service ecosystem perspective	13
The innovation–sustainability nexus: how communication channels shape perceptions and outcomes	12
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	12
Measuring customer perceptions of innovativeness	12
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	11
Piloting personalization research through data-rich environments: a literature review and future research agenda	11
The sound of progress: AI voice agents in service	11
Reflections and predictions on effects of COVID-19 pandemic on retailing	11
From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices	11
A Transformative Service Research viewpoint on responsible aging	9
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	9
Services for older adults: challenges and opportunities in the longevity economy	9
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	8
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	8
Service virtuousness: implementing the very best of human qualities in service delivery	8
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	8
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	7
Responsible aging: integrating individual and intergenerational well-being	7
Gameful affordance management for engagement and retention (GAMER) framework: organizational practices to manage consumer affordances in gamified services	7
Navigating digital servitization in manufacturing SMEs through value propositions	7
Critical engagement as social-justice-informed public service management: transcending the resistance framework	7

Beyond replacement: human-machine collaboration in the age of AI	7
Designing augmented reality services for enhanced customer experiences in retail	6
Designing the service delivery system for prevention-oriented goals: insights from two case studies	6
The role of proximity in omnichannel customer experience: a service logic perspective	6
A 5C model of responsible service leadership: learning from living systems to play the infinite game	6
Balancing truth and lies: ethical management of AI in service encounters	5
Guest editorial: Digital service innovation: ontology, context and theory	5
Elevating the human experience through service standards: insights from the global refugee crisis	5
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	5
Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability	5