OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management is 17. 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 2022-05-01 to 2026-05-01.)

Article	Citations
The olfactory experience (in retail) scale: construction, validation and generalization	134
Research on service frontline employees: a science – practice perspective	69
The nature and fundamental elements of digital service innovation	62
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	61
Institutional dissonance and innovation: higher education from a service ecosystems perspective	61
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	60
University–industry collaboration for AI-driven service innovation	59
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	57
Guest editorial: Opportunities and challenges at the crossroads of communication and services	55
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	54
Service robot–employee task allocation strategies: well-being within the intrusion challenge	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	46
Addressing vulnerability in customer experience with AI-agents	44
Exploring customer engagement tensions when pursuing responsible business practices	39
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	35
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	32
Self-service technology recovery: the importance of psychological need support	31
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Realizing the economic and circular potential of sharing business models by engaging consumers	29
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	26
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	26
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	26
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	25
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	25
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	24

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	23
Learning from the pioneering founders of the service research field	22
A research agenda at the intersection of sport sponsorship and service	20
A holistic framework for sustainable service technology: insights from Eastern philosophies	20
Frontline employee expectations on working with physical robots in retailing	20
Technologies in service communication: looking forward	20
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	19
Understanding and managing engagement journeys	19
The event study methodology: a pathway to financial insights about service management	19
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	18
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
From support to empowerment: AI-enabled transformative service for positive aging	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	18
Co-creation in healthcare: framing the outcomes and their determinants	17
Understanding AI service failures: insights from attribution theory	17
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	17