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 2022-01-01 to 2026-01-01.)

Article	Citations
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	231
The olfactory experience (in retail) scale: construction, validation and generalization	218
Delineating transformative value creation through service communications: an integrative framework	100
Research on service frontline employees: a science – practice perspective	93
The nature and fundamental elements of digital service innovation	72
Institutional dissonance and innovation: higher education from a service ecosystems perspective	65
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	55
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	54
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	51
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	50
Guest editorial: Opportunities and challenges at the crossroads of communication and services	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	49
Exploring customer engagement tensions when pursuing responsible business practices	49
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	46
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	46
Service robot–employee task allocation strategies: well-being within the intrusion challenge	46
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	46
Self-service technology recovery: the importance of psychological need support	43
Realizing the economic and circular potential of sharing business models by engaging consumers	39
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	37
Opportunities for social activism in transformative service research: a research agenda	35
Communication in service ecosystems through value propositions: dilemmas and future research avenues	35
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	34
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	34
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	33

Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	32
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	30
A holistic framework for sustainable service technology: insights from Eastern philosophies	27
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	25
A research agenda at the intersection of sport sponsorship and service	25
Towards a theory of brand love in services: the power of identity and social relationships	24
Technologies in service communication: looking forward	24
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	23
Learning from the pioneering founders of the service research field	22
Frontline employee expectations on working with physical robots in retailing	22
Understanding and managing engagement journeys	22
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	22
The event study methodology: a pathway to financial insights about service management	21
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	20
Co-creation in healthcare: framing the outcomes and their determinants	19
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	18
The role of recommender systems in fostering consumers' long-term platform engagement	17
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	17
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	17
Understanding service performance of frontline employees from employee–AI interaction perspective	16
To automate or not to automate? A contingency approach to service automation	16
Theorising brand aura	16
Digital service innovation challenges faced during servitization: a multi-level perspective	16
Reuse of service concept elements for modular service design	15
How does service robot anthropomorphism affect human co-workers?	15
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	15
Service system well-being: scale development and validation	15
Better together: involving consumers in the ideation, creation and dissemination of transformative value	15
Exploring the influence of service employees' characteristics on their willingness to work with service robots	15
Navigating circular economy adoption: a service ecosystem perspective	15
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	14
How task objectivity shapes customer responses to robot service failure	14
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	14
Transformative value positioning for service brands: key principles and challenges	13
Piloting personalization research through data-rich environments: a literature review and future research agenda	13
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	13
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	12
Reflections and predictions on effects of COVID-19 pandemic on retailing	12
To serve and protect: a typology of service robots and their role in physically safe services	12
Employee-(ro)bot collaboration in service: an interdependence perspective	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
Navigating the emergence of brand meaning in service ecosystems	11
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	11
Value co-creation through social media: a multistakeholder, communication perspective	11
Linking servicescape and experiencescape: creating a collective focus for the service industry	11
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	11
The sound of progress: AI voice agents in service	11
A Transformative Service Research viewpoint on responsible aging	11

The role of public relations in shaping service ecosystems for social change	10
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	10
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	10
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	10
Responsible aging: integrating individual and intergenerational well-being	10
Service virtuousness: implementing the very best of human qualities in service delivery	10
Beyond replacement: human-machine collaboration in the age of AI	10
Building organizational resilience with digital transformation	10
Designing the service delivery system for prevention-oriented goals: insights from two case studies	9
A 5C model of responsible service leadership: learning from living systems to play the infinite game	9
Designing augmented reality services for enhanced customer experiences in retail	9
Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability	8
The role of proximity in omnichannel customer experience: a service logic perspective	8
Elevating the human experience through service standards: insights from the global refugee crisis	8
Guest editorial: Digital service innovation: ontology, context and theory	8