Journal of Service Management

Papers
(The TQCC of Journal of Service Management is 15. 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 2020-10-01 to 2024-10-01.)
ArticleCitations
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness140
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts117
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being104
Service robots, agency and embarrassing service encounters93
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings89
Building organizational resilience with digital transformation88
Digital service innovation: a paradigm shift in technological innovation72
Carsharing: a systematic literature review and research agenda57
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots57
The service triad: an empirical study of service robots, customers and frontline employees52
Living and working with service robots: a TCCM analysis and considerations for future research52
Linking servicescape and experiencescape: creating a collective focus for the service industry45
Content versus community focus in live streaming services: how to drive engagement in synchronous social media44
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement41
Service journey quality: conceptualization, measurement and customer outcomes40
Experiential AR/VR: a consumer and service framework and research agenda35
Reflections and predictions on effects of COVID-19 pandemic on retailing33
Customer acceptance of frontline service robots in retail banking: A qualitative approach33
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation33
Guest editorial: the future of servitization in a digital era28
Towards a theory of brand love in services: the power of identity and social relationships26
Patterns of business model innovation for advancing IoT platforms23
Designing augmented reality services for enhanced customer experiences in retail23
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots22
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?22
Engaging users in the sharing economy: individual and collective psychological ownership as antecedents to actor engagement22
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation22
To serve and protect: a typology of service robots and their role in physically safe services21
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda20
How communications by AI-enabled voice assistants impact the customer journey19
Augmented reality magic mirror in the service sector: experiential consumption and the self19
Employee-(ro)bot collaboration in service: an interdependence perspective19
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management18
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms18
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots17
Emotional communication by service robots: a research agenda16
Customer fairness perceptions in augmented reality-based online services16
Delineating transformative value creation through service communications: an integrative framework15
AI as customer15
Conceptualising employee involvement in service innovation: an integrative review15
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