OOIR: Observatory of International Research

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 2020-11-01 to 2024-11-01.)

Article	Citations
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness	155
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts	127
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being	104
Building organizational resilience with digital transformation	103
Service robots, agency and embarrassing service encounters	93
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings	89
Digital service innovation: a paradigm shift in technological innovation	72
Living and working with service robots: a TCCM analysis and considerations for future research	58
Carsharing: a systematic literature review and research agenda	57
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	57
The service triad: an empirical study of service robots, customers and frontline employees	52
Content versus community focus in live streaming services: how to drive engagement in synchronous social media	49
Linking servicescape and experiencescape: creating a collective focus for the service industry	45
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement	41
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation	41
Service journey quality: conceptualization, measurement and customer outcomes	40
Customer acceptance of frontline service robots in retail banking: A qualitative approach	38
Experiential AR/VR: a consumer and service framework and research agenda	35
Reflections and predictions on effects of COVID-19 pandemic on retailing	33
Guest editorial: the future of servitization in a digital era	28
Towards a theory of brand love in services: the power of identity and social relationships	26
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation	25
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots	23
Designing augmented reality services for enhanced customer experiences in retail	23
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda	23

Patterns of business model innovation for advancing IoT platforms	23
Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement	22
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 services	21
How communications by AI-enabled voice assistants impact the customer journey	19
Augmented reality magic mirror in the service sector: experiential consumption and the self	19
Conceptualising employee involvement in service innovation: an integrative review	19
Employee-(ro)bot collaboration in service: an interdependence perspective	19
Co-creation in healthcare: framing the outcomes and their determinants	18
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	18
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	18
AI as customer	18
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots	17
Emotional communication by service robots: a research agenda	16
Customer fairness perceptions in augmented reality-based online services	16
Customer interaction strategy, brand purpose and brand communities	15
Delineating transformative value creation through service communications: an integrative framework	15
Unfolding the simple heuristics of smart solution development	14
From third party to significant other for service encounters: a systematic review on third-party roles and their implications	13
Boundary work in value co-creation practices: the mediating role of cognitive assistants	13
Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality	13
Creating a compassion system to achieve efficiency and quality in health care delivery	13
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	13
Technologies in service communication: looking forward	13
Realizing the economic and circular potential of sharing business models by engaging consumers	12
How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands	11
The nature and fundamental elements of digital service innovation	11
How does service robot anthropomorphism affect human co-workers?	10
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	10
Value co-creation through social media: a multistakeholder, communication perspective	10
Should we cooperate? Game theory insights for servitization	10
The role of recommender systems in fostering consumers' long-term platform engagement	10
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	10
Enabling a service thinking mindset: practices for the global service ecosystem	9
Navigating the emergence of brand meaning in service ecosystems	9
Exploring the first steps of retirement engagement: a conceptual model and field evidence	9
Frontline employee expectations on working with physical robots in retailing	9
Learning from the pioneering founders of the service research field	8
Piloting personalization research through data-rich environments: a literature review and future research agenda	8
The invisible leash: when human brands hijack corporate brands' consumer relationships	8
Programmatic advertising in online retailing: consumer perceptions and future avenues	7
Trajectories of influential conceptual articles in service research	7
The olfactory experience (in retail) scale: construction, validation and generalization	7
Digital service innovation in B2B markets	7
Transformative value positioning for service brands: key principles and challenges	7
Spiraling between learning and alignment toward digital service innovation	7
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	6
The role of public relations in shaping service ecosystems for social change	6
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes	6
Impact of network effects on service provider performance in digital business platforms	6

Digital service innovation (DSI): a multidisciplinary (re)view of its origins and progress using bibliometric and text mining methods	6
Opportunities for social activism in transformative service research: a research agenda	6
A research agenda at the intersection of sport sponsorship and service	6
Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)	6
Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation	6
International resource configuration of product-related services in the digital age – An analysis of its antecedents	6