OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management is 20. 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 2021-11-01 to 2025-11-01.)

Article	Citations
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	214
Delineating transformative value creation through service communications: an integrative framework	203
The olfactory experience (in retail) scale: construction, validation and generalization	125
The nature and fundamental elements of digital service innovation	120
Research on service frontline employees: a science – practice perspective	94
Institutional dissonance and innovation: higher education from a service ecosystems perspective	83
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	67
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	67
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	63
Guest editorial: Opportunities and challenges at the crossroads of communication and services	54
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	47
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	47
Exploring customer engagement tensions when pursuing responsible business practices	47
Service robot–employee task allocation strategies: well-being within the intrusion challenge	46
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	45
To do or not to do? A typology of ethical dilemmas in services (TEDS)	45
Opportunities for social activism in transformative service research: a research agenda	44
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	44
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	41
Realizing the economic and circular potential of sharing business models by engaging consumers	39
Self-service technology recovery: the importance of psychological need support	38
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	36
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	35
Communication in service ecosystems through value propositions: dilemmas and future research avenues	34
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	33

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	33
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	33
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	32
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	30
A holistic framework for sustainable service technology: insights from Eastern philosophies	30
A research agenda at the intersection of sport sponsorship and service	29
Towards a theory of brand love in services: the power of identity and social relationships	28
Technologies in service communication: looking forward	26
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	24
Frontline employee expectations on working with physical robots in retailing	23
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	23
Learning from the pioneering founders of the service research field	23
Understanding and managing engagement journeys	21
The event study methodology: a pathway to financial insights about service management	21
Beyond templates: methodological reporting practices and their impact in qualitative service research	20
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	20
The role of recommender systems in fostering consumers' long-term platform engagement	20
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	20
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	20
Co-creation in healthcare: framing the outcomes and their determinants	20