OOIR: Observatory of International Research

Papers

(The median citation count of Service Business is 4. 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 2020-03-01 to 2024-03-01.)

Article	Citations
Healthcare wearable devices: an analysis of key factors for continuous use intention	107
Impacts of service robots on service quality	79
Product-service systems evolution in the era of Industry 4.0	69
Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness	52
The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services	38
Resolving the tension between full utilization of contact tracing app services and user stress as an effort to control the COVID-19 pandemic	36
The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam	34
Research trends in digital transformation in the service sector: a review based on network text analysis	31
Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods	31
Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19	31
The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations	27
Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations	23
Social exchange approach, job satisfaction, and turnover intention in the airline industry	22
The relationship between brand experience and consumer-based brand equity in grocerants	22
Key determinants of women’s entrepreneurial intentions in encouraging social empowerment	21
Digital transformation trends in service industries	21
Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry	20
Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine	20
Key concepts in artificial intelligence and technologies 4.0 in services	20
Segmenting customers according to online word-of-mouth about hotels	20
Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy	18
The effects of gender and personality of robot assistants on customers’ acceptance of their service	17
Customers’ psychological ownership toward the third place	17
Mindful co-creation of transformative service for better well-being	15
Cross-country differences in drivers of female necessity entrepreneurship	14

COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk	14
Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance	13
Determinants of social commerce adoption in an emerging economy	13
Willingness to pay for travel insurance as a risk reduction behavior: health-related risk perception after the outbreak of COVID-19	13
Industrial linkage and spillover effects of the logistics service industry: an input–output analysis	13
The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond	12
Customer comfort during service robot interactions	12
Recovering from the COVID-19 shock: the role of risk perception and perceived effectiveness of protective measures on travel intention during the pandemic	12
Applying Industry 4.0 technologies for the sustainability of small service enterprises	12
The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services	12
Live support by chatbots with artificial intelligence: A future research agenda	11
Text mining for the evaluation of public services: the case of a public bike-sharing system	11
Perceived value of AI-based recommendations service: the case of voice assistants	10
Inherent paradoxes in the shift to autonomous solutions provision: a multilevel investigation of the shipping industry	10
A service analytic approach to studying patient no-shows	10
Transforming customer brand engagement to co-creation value through participation energy and effort	9
Post-pandemic studies in tourism and hospitality	9
Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models	8
The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective	8
How to exploit Big Social Data in the Covid-19 pandemic: the case of the Italian tourism industry	8
Women’s social entrepreneurship and livelihood innovation: an exploratory study from India	8
Exploring the antecedents of customers’ willingness to use service robots in restaurants	7
Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel	7
Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations	7
Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic	7
Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis	7
Working with AI: can stress bring happiness?	6
Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior	6
Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system	6
Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare	6
A systematic literature review of women in social entrepreneurship	6
The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications	5
Understanding customer-centric socialization in tourism services	5
Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives	5
Can robots recover a service using interactional justice as employees do? A literature review-based assessment	5
Dual focus: service-product orientation to manage the change paradox following servitization strategy	5
Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions	4
Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type	4
Critical success factors in the sharing economy: a customer perspective	4
Brands’ perceived sustainable development goals: index development and applications with professional sport teams and fast-food brands	4
Stakeholder sentiment in service supply chains: big data meets agenda-setting theory	4
Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing	4
The effects of culture shock on foreign employees in the service industry	4
On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining	4
A systematic process for generating new blockchain-service business model ideas	4
Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective	4