OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 5. 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 2022-08-01 to 2026-08-01.)

Article	Citations
Research on service frontline employees: a science – practice perspective	165
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	79
The nature and fundamental elements of digital service innovation	78
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	70
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	69
University–industry collaboration for AI-driven service innovation	69
Institutional dissonance and innovation: higher education from a service ecosystems perspective	67
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	61
Exploring customer engagement tensions when pursuing responsible business practices	59
Addressing vulnerability in customer experience with AI-agents	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	43
Service robot–employee task allocation strategies: well-being within the intrusion challenge	41
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	37
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	36
Self-service technology recovery: the importance of psychological need support	35
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	29
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	29
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	28
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	27
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	26
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	26
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	25
Frontline employee expectations on working with physical robots in retailing	24
Learning from the pioneering founders of the service research field	24

A research agenda at the intersection of sport sponsorship and service	23
A holistic framework for sustainable service technology: insights from Eastern philosophies	23
The event study methodology: a pathway to financial insights about service management	22
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	22
An empirics-first approach to problem formulation in service research: an illustration using the Cynefin framework	21
From support to empowerment: AI-enabled transformative service for positive aging	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	20
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	20
Understanding and managing engagement journeys	20
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	17
Understanding AI service failures: insights from attribution theory	17
Digital service innovation challenges faced during servitization: a multi-level perspective	15
Understanding service performance of frontline employees from employee–AI interaction perspective	15
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	15
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment	15
Reuse of service concept elements for modular service design	15
To automate or not to automate? A contingency approach to service automation	15
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	15
Exploring the influence of service employees' characteristics on their willingness to work with service robots	14
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	14
How does service robot anthropomorphism affect human co-workers?	14
Navigating circular economy adoption: a service ecosystem perspective	13
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	13
How task objectivity shapes customer responses to robot service failure	13
Guest editorial: Service transformation: key forces, challenges and implications	12
The innovation–sustainability nexus: how communication channels shape perceptions and outcomes	12
Agentic and communal roles in the autonomous mobility service ecosystem: how assemblage properties drive consumer crafting behavior	12
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	12
Measuring customer perceptions of innovativeness	12
The cheap back office becomes a transformation driver: managing ambidexterity in shared services	10
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	10
From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices	10
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	9
Addressing service grand challenges through inductive research	9
A Transformative Service Research viewpoint on responsible aging	9
Services for older adults: challenges and opportunities in the longevity economy	9
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	8
The sound of progress: AI voice agents in service	8
Biophilic sounds: enhancing healthy food and beverage selection	7
Gameful affordance management for engagement and retention (GAMER) framework: organizational practices to manage consumer affordances in gamified services	7
Service virtuousness: implementing the very best of human qualities in service delivery	7
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	7
Critical engagement as social-justice-informed public service management: transcending the resistance framework	7
Responsible aging: integrating individual and intergenerational well-being	6
A 5C model of responsible service leadership: learning from living systems to play the infinite game	6
Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability	6
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	6
Navigating digital servitization in manufacturing SMEs through value propositions	6

Designing the service delivery system for prevention-oriented goals: insights from two case studies	6
Beyond replacement: human-machine collaboration in the age of AI	6
Designing augmented reality services for enhanced customer experiences in retail	6
Configurational pathways to professional service innovation: a fuzzy set analysis of provider adoption decisions	5
Guest editorial: Digital service innovation: ontology, context and theory	5
Balancing truth and lies: ethical management of AI in service encounters	5
Charting the course: embedding corporate digital responsibility into service organizations’ decision-making	5
Elevating the human experience through service standards: insights from the global refugee crisis	5
Conscious artificial intelligence in service	5
Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting	5
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	5
Understanding service ecosystem dynamics: a typology	5
It’s not only what is said, but how: how user-expressed emotions predict satisfaction with voice assistants in different contexts	5
Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings	5