OOIR: Observatory of International Research

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 2022-07-01 to 2026-07-01.)

Article	Citations
The olfactory experience (in retail) scale: construction, validation and generalization	151
Research on service frontline employees: a science – practice perspective	74
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	71
The nature and fundamental elements of digital service innovation	69
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	67
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	66
University–industry collaboration for AI-driven service innovation	64
Institutional dissonance and innovation: higher education from a service ecosystems perspective	64
Guest editorial: Opportunities and challenges at the crossroads of communication and services	58
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	57
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	43
Exploring customer engagement tensions when pursuing responsible business practices	39
Addressing vulnerability in customer experience with AI-agents	34
Service robot–employee task allocation strategies: well-being within the intrusion challenge	34
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	34
Self-service technology recovery: the importance of psychological need support	29
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	28
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	28
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	27
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	25
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	24
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	23
A holistic framework for sustainable service technology: insights from Eastern philosophies	22
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	22

A research agenda at the intersection of sport sponsorship and service	22
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	22
Frontline employee expectations on working with physical robots in retailing	21
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	21
Learning from the pioneering founders of the service research field	21
From support to empowerment: AI-enabled transformative service for positive aging	20
An empirics-first approach to problem formulation in service research: an illustration using the Cynefin framework	19
The event study methodology: a pathway to financial insights about service management	19
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
Understanding and managing engagement journeys	18
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	16
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	16
Co-creation in healthcare: framing the outcomes and their determinants	15
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment	15
To automate or not to automate? A contingency approach to service automation	15
Digital service innovation challenges faced during servitization: a multi-level perspective	15