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 2022-08-01 to 2026-08-01.)

Article	Citations
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	84
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	58
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	54
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	54
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	54
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	47
Difficulties to digitalize: ambidexterity challenges in law firms	44
Improving upselling revenue: a longitudinal field study	43
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	41
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	40
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	40
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	40
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	37
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	36
When immersive technologies drive service brand outcomes: the role of episodic future thinking	35
Resilience in service innovation ecosystems: adaptive capacities, co-creation and institutional agility amid external shocks	34
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	31
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	27
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	27
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
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?	25
Editorial: Reshaping the world through customer and actor engagement	24
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	23
Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	23