OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Theory and Practice is 23. 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
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	71
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	50
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	45
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	44
A sequential process from external stakeholder pressures to performance in services	44
Difficulties to digitalize: ambidexterity challenges in law firms	42
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	40
Improving upselling revenue: a longitudinal field study	38
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	36
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	36
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	35
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	31
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	30
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	30
When immersive technologies drive service brand outcomes: the role of episodic future thinking	30
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	29
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	26
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	26
Customer intention to participate in service recovery: what is it and what are the drivers?	24
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	24
Online service failure: antecedents, moderators and consequences	23