OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management is 16. 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
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
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots	23

Designing augmented reality services for enhanced customer experiences in retail	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
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
How communications by AI-enabled voice assistants impact the customer journey	19
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
Co-creation in healthcare: framing the outcomes and their determinants	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