Journal of Service Theory and Practice

Papers
(The H4-Index of Journal of Service Theory and Practice is 18. 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 2021-09-01 to 2025-09-01.)
ArticleCitations
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving42
A sequential process from external stakeholder pressures to performance in services41
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality33
Difficulties to digitalize: ambidexterity challenges in law firms31
When immersive technologies drive service brand outcomes: the role of episodic future thinking28
Demystifying employee co-creation: optimism and pro-social behaviour as moderators28
Improving upselling revenue: a longitudinal field study28
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity26
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments25
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics24
Invasion of privacy in smart services: the role of interaction mode and privacy commitment22
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification22
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition21
Customer intention to participate in service recovery: what is it and what are the drivers?20
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments20
Guest editorial: Emerging digital technologies and professional services: current and future research agenda19
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context18
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation18
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