OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 9. 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.)

Article	Citations
Beyond panic buying: consumption displacement and COVID-19	237
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic	192
Reframing service innovation: COVID-19 as a catalyst for imposed service innovation	141
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success	138
Adapting research methodology during COVID-19: lessons for transformative service research	134
The influence of social distancing on employee well-being: a conceptual framework and research agenda	119
A transformative supply chain response to COVID-19	117
Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond	112
Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda	110
Human-like communication in conversational agents: a literature review and research agenda	99
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness	98
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being	91
Luxury services	85
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts	78
Restrict, clean and protect: signaling consumer safety during the pandemic and beyond	72
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings	68
Service robots, agency and embarrassing service encounters	64
Managing the human–chatbot divide: how service scripts influence service experience	63
Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems	61
Dynamics of wellbeing co-creation: a psychological ownership perspective	58
Elevating the human experience (HX) through service research collaborations: introducing ServCollab	50
Digital service innovation: a paradigm shift in technological innovation	48
Building organizational resilience with digital transformation	47
Prosumers in times of crisis: definition, archetypes and implications	46
How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis	46

AI feel you: customer experience assessment via chatbot interviews	45
Engaging in times of COVID-19 and beyond: theorizing customer engagement through different paradigmatic lenses	45
Understanding the customer experience with smart services	42
Carsharing: a systematic literature review and research agenda	41
The impact of service innovation on firm performance: a meta-analysis	40
Accountable algorithms? The ethical implications of data-driven business models	40
Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation	40
The service triad: an empirical study of service robots, customers and frontline employees	39
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	38
The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services	37
Customer delight during a crisis: understanding delight through the lens of transformative service research	36
Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona	35
Transforming into a platform provider: strategic options for industrial smart service providers	35
Living and working with service robots: a TCCM analysis and considerations for future research	33
Why customers and peer service providers do not participate in collaborative consumption	32
Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective	32
Linking servicescape and experiencescape: creating a collective focus for the service industry	31
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement	30
Gamifying the digital shopping experience: games without monetary participation incentives increase customer satisfaction and loyalty	29
Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate	28
Content versus community focus in live streaming services: how to drive engagement in synchronous social media	28
Toward a goal-oriented view of customer journeys	27
Service journey quality: conceptualization, measurement and customer outcomes	27
Transformative value and the role of involvement in gamification and serious games for well-being	27
Customers' contamination concerns: an integrative framework and future prospects for service management	26
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation	26
Customer acceptance of frontline service robots in retail banking: A qualitative approach	24
More than a feeling? Toward a theory of customer delight	20
Visioning a hospitality-oriented patient experience (HOPE) framework in health care	19
The impact of augmented reality on overall service satisfaction in elaborate servicescapes	19
Reflections and predictions on effects of COVID-19 pandemic on retailing	19
Guest editorial: the future of servitization in a digital era	18
Customer contact in a digital world	17
Patterns of business model innovation for advancing IoT platforms	17
Experiential AR/VR: a consumer and service framework and research agenda	17
To serve and protect: a typology of service robots and their role in physically safe services	16
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation	16
Two-directional convergence of platform and pipeline business models	16
Fostering older adult care experiences to maximize well-being outcomes	15
The transformative service paradox: the dilemma of wellbeing trade-offs	15
Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement	15
An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector	15
Employee-(ro)bot collaboration in service: an interdependence perspective	15
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots	15
Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context	15
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	14
Customer journey analyses in digital media: exploring the impact of cross-media exposure on customers' purchase decisions	14
From automats to algorithms: the automation of services using artificial intelligence	14
Augmented reality magic mirror in the service sector: experiential consumption and the self	14
Engaging customers with employees in service encounters	13

Whose experience is it anyway? Toward a constructive engagement of tensions in patient-centered health care	13
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda	13
Conceptualising employee involvement in service innovation: an integrative review	13
Designing augmented reality services for enhanced customer experiences in retail	13
Customer fairness perceptions in augmented reality-based online services	12
Will the customers be happy? Identifying unsatisfied customers from service encounter data	12
After the revolution – new chances for service research in a digital world	12
Towards a theory of brand love in services: the power of identity and social relationships	12
Unfolding the simple heuristics of smart solution development	11
AI as customer	11
Uncertainty profiles in engineering-service development: exploring supplier co-creation	11
Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality	11
Delineating transformative value creation through service communications: an integrative framework	11
Boundary work in value co-creation practices: the mediating role of cognitive assistants	11
Using AI to predict service agent stress from emotion patterns in service interactions	11
How communications by AI-enabled voice assistants impact the customer journey	10
Employee wellness on the frontline: an interactional psychology perspective	10
How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands	9
Complainers' resource investment and mobilization in digital environments using Conservation of Resources theory	9
From third party to significant other for service encounters: a systematic review on third-party roles and their implications	9
Creating a compassion system to achieve efficiency and quality in health care delivery	9
Testing the influence of real-time performance feedback on employees in digital services	9
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	9