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 2021-08-01 to 2025-08-01.)

Article	Citations
The olfactory experience (in retail) scale: construction, validation and generalization	253
Delineating transformative value creation through service communications: an integrative framework	184
Research on service frontline employees: a science – practice perspective	177
The nature and fundamental elements of digital service innovation	138
Institutional dissonance and innovation: higher education from a service ecosystems perspective	117
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	109
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	92
Exploring customer engagement tensions when pursuing responsible business practices	87
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	75
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	71
Guest editorial: Opportunities and challenges at the crossroads of communication and services	63
To do or not to do? A typology of ethical dilemmas in services (TEDS)	62
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	55
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	53
Service robot–employee task allocation strategies: well-being within the intrusion challenge	46
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	41
Opportunities for social activism in transformative service research: a research agenda	40
Self-service technology recovery: the importance of psychological need support	40
Realizing the economic and circular potential of sharing business models by engaging consumers	38
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	38
Communication in service ecosystems through value propositions: dilemmas and future research avenues	37
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	37
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	35
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	34
A holistic framework for sustainable service technology: insights from Eastern philosophies	34

Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	33
Frontline employee expectations on working with physical robots in retailing	33
Learning from the pioneering founders of the service research field	30
Technologies in service communication: looking forward	29
Towards a theory of brand love in services: the power of identity and social relationships	29
A research agenda at the intersection of sport sponsorship and service	29
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	28
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	28
The event study methodology: a pathway to financial insights about service management	28
Understanding and managing engagement journeys	27
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	24
Figures in the carpet of branding	24
Beyond templates: methodological reporting practices and their impact in qualitative service research	23
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	21
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	20
To automate or not to automate? A contingency approach to service automation	20
Co-creation in healthcare: framing the outcomes and their determinants	20
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	19
Unfolding the simple heuristics of smart solution development	19
The role of recommender systems in fostering consumers' long-term platform engagement	19
Understanding service performance of frontline employees from employee–AI interaction perspective	18
Digital service innovation challenges faced during servitization: a multi-level perspective	18
Theorising brand aura	17
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	17
Exploring the influence of service employees' characteristics on their willingness to work with service robots	16
Reuse of service concept elements for modular service design	16
Better together: involving consumers in the ideation, creation and dissemination of transformative value	15
How does service robot anthropomorphism affect human co-workers?	15
Service system well-being: scale development and validation	15
Transformative value positioning for service brands: key principles and challenges	14
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	14
Customer acceptance of frontline service robots in retail banking: A qualitative approach	14
A methodological framework for crafting situated services	14
Piloting personalization research through data-rich environments: a literature review and future research agenda	14
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	14
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	13
Reflections and predictions on effects of COVID-19 pandemic on retailing	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
To serve and protect: a typology of service robots and their role in physically safe services	11
Navigating the emergence of brand meaning in service ecosystems	11
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	11
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	11
Customer fairness perceptions in augmented reality-based online services	11
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	11
Value co-creation through social media: a multistakeholder, communication perspective	11
Service virtuousness: implementing the very best of human qualities in service delivery	10
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	10
Linking servicescape and experiencescape: creating a collective focus for the service industry	10
The role of public relations in shaping service ecosystems for social change	10

A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	10
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	10
Building organizational resilience with digital transformation	10
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	9
Designing augmented reality services for enhanced customer experiences in retail	9
Designing the service delivery system for prevention-oriented goals: insights from two case studies	8
Digital service innovation: a paradigm shift in technological innovation	8
Augmented reality magic mirror in the service sector: experiential consumption and the self	8
Transcendent service management	8
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	8
Elevating the human experience through service standards: insights from the global refugee crisis	8
A 5C model of responsible service leadership: learning from living systems to play the infinite game	8
Guest editorial: Digital service innovation: ontology, context and theory	8