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 2020-11-01 to 2024-11-01.)

Article	Citations
Product-service systems evolution in the era of Industry 4.0	93
Digital transformation trends in service industries	45
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	45
Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods	41
Research trends in digital transformation in the service sector: a review based on network text analysis	40
The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam	37
Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19	37
Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry	30
Key concepts in artificial intelligence and technologies 4.0 in services	28
Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations	28
The relationship between brand experience and consumer-based brand equity in grocerants	27
Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models	25
Key determinants of women’s entrepreneurial intentions in encouraging social empowerment	24
Customer comfort during service robot interactions	24
Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine	23
Segmenting customers according to online word-of-mouth about hotels	22
Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy	22
The effects of gender and personality of robot assistants on customers’ acceptance of their service	19
Perceived value of AI-based recommendations service: the case of voice assistants	19
Applying Industry 4.0 technologies for the sustainability of small service enterprises	19
Exploring the antecedents of customers’ willingness to use service robots in restaurants	18
Recovering from the COVID-19 shock: the role of risk perception and perceived effectiveness of protective measures on travel intention during the pandemic	17
The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond	17
Industrial linkage and spillover effects of the logistics service industry: an input–output analysis	17
COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk	16

Cross-country differences in drivers of female necessity entrepreneurship	15
Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance	15
Willingness to pay for travel insurance as a risk reduction behavior: health-related risk perception after the outbreak of COVID-19	15
Transforming customer brand engagement to co-creation value through participation energy and effort	14
Live support by chatbots with artificial intelligence: A future research agenda	14
The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services	14
Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system	13
Inherent paradoxes in the shift to autonomous solutions provision: a multilevel investigation of the shipping industry	13
Women’s social entrepreneurship and livelihood innovation: an exploratory study from India	12
Working with AI: can stress bring happiness?	12
Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations	11
Post-pandemic studies in tourism and hospitality	10
A systematic literature review of women in social entrepreneurship	10
How to exploit Big Social Data in the Covid-19 pandemic: the case of the Italian tourism industry	9
Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior	9
Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel	9
Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic	9
The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective	9
The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications	8
Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis	8
Can robots recover a service using interactional justice as employees do? A literature review-based assessment	8
Dual focus: service-product orientation to manage the change paradox following servitization strategy	7
Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare	7
Female-driven social entrepreneurship in service business	7
Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives	6
Understanding customer-centric socialization in tourism services	6
Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective	6
Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions	6
Towards becoming a service-dominant enterprise: an actor engagement perspective	5
Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services	5
The perceived image of multi-asset tourist destinations: investigating congruence across different content types	5
Brands’ perceived sustainable development goals: index development and applications with professional sport teams and fast-food brands	5
On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining	5
How monetization mechanisms in mobile games influence consumers’ identity extensions	5
A systematic process for generating new blockchain-service business model ideas	5
Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing	5
A value-based view of the smart PSS adoption: a study of smart kitchen appliances	5
Understand the differences in the brand equity construction process between local and foreign restaurants	5
A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization	4
Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?	4
Motivations and attitudes towards consulting eWOM when booking accommodation	4
Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type	4
The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness	4
The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach	4
Stakeholder sentiment in service supply chains: big data meets agenda-setting theory	4
A bibliometric analysis of metaverse technologies in healthcare services	4
Why do individuals word-of-mouth destinations they never visited?	4