Journal of Service Management

Papers
(The median citation count of Journal of Service Management is 6. 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 2020-10-01 to 2024-10-01.)
ArticleCitations
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness140
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts117
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being104
Service robots, agency and embarrassing service encounters93
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings89
Building organizational resilience with digital transformation88
Digital service innovation: a paradigm shift in technological innovation72
Carsharing: a systematic literature review and research agenda57
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots57
The service triad: an empirical study of service robots, customers and frontline employees52
Living and working with service robots: a TCCM analysis and considerations for future research52
Linking servicescape and experiencescape: creating a collective focus for the service industry45
Content versus community focus in live streaming services: how to drive engagement in synchronous social media44
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement41
Service journey quality: conceptualization, measurement and customer outcomes40
Experiential AR/VR: a consumer and service framework and research agenda35
Reflections and predictions on effects of COVID-19 pandemic on retailing33
Customer acceptance of frontline service robots in retail banking: A qualitative approach33
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation33
Guest editorial: the future of servitization in a digital era28
Towards a theory of brand love in services: the power of identity and social relationships26
Patterns of business model innovation for advancing IoT platforms23
Designing augmented reality services for enhanced customer experiences in retail23
Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement22
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation22
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots22
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?22
To serve and protect: a typology of service robots and their role in physically safe services21
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda20
How communications by AI-enabled voice assistants impact the customer journey19
Augmented reality magic mirror in the service sector: experiential consumption and the self19
Employee-(ro)bot collaboration in service: an interdependence perspective19
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management18
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms18
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots17
Emotional communication by service robots: a research agenda16
Customer fairness perceptions in augmented reality-based online services16
Delineating transformative value creation through service communications: an integrative framework15
AI as customer15
Conceptualising employee involvement in service innovation: an integrative review15
Unfolding the simple heuristics of smart solution development14
Customer interaction strategy, brand purpose and brand communities14
Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality13
Creating a compassion system to achieve efficiency and quality in health care delivery13
From third party to significant other for service encounters: a systematic review on third-party roles and their implications13
Boundary work in value co-creation practices: the mediating role of cognitive assistants13
Technologies in service communication: looking forward13
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study13
Co-creation in healthcare: framing the outcomes and their determinants13
Realizing the economic and circular potential of sharing business models by engaging consumers12
How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands11
The nature and fundamental elements of digital service innovation11
The role of recommender systems in fostering consumers' long-term platform engagement10
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity10
How does service robot anthropomorphism affect human co-workers?10
Should we cooperate? Game theory insights for servitization10
Value co-creation through social media: a multistakeholder, communication perspective10
Dimensionality of frontline employee friendliness in service encounters10
Frontline employee expectations on working with physical robots in retailing9
Enabling a service thinking mindset: practices for the global service ecosystem9
Exploring the first steps of retirement engagement: a conceptual model and field evidence9
The invisible leash: when human brands hijack corporate brands' consumer relationships8
Piloting personalization research through data-rich environments: a literature review and future research agenda8
Learning from the pioneering founders of the service research field8
Digital service innovation in B2B markets7
Transformative value positioning for service brands: key principles and challenges7
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory7
Programmatic advertising in online retailing: consumer perceptions and future avenues7
Trajectories of influential conceptual articles in service research7
The olfactory experience (in retail) scale: construction, validation and generalization7
Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)6
The role of service firms in societal health: the case for symbiotic value6
A research agenda at the intersection of sport sponsorship and service6
The role of public relations in shaping service ecosystems for social change6
Navigating the emergence of brand meaning in service ecosystems6
International resource configuration of product-related services in the digital age – An analysis of its antecedents6
Digital service innovation (DSI): a multidisciplinary (re)view of its origins and progress using bibliometric and text mining methods6
Opportunities for social activism in transformative service research: a research agenda6
Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation6
Impact of network effects on service provider performance in digital business platforms6
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