OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Theory and Practice is 19. 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 2021-11-01 to 2025-11-01.)

Article	Citations
A sequential process from external stakeholder pressures to performance in services	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	46
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	34
Difficulties to digitalize: ambidexterity challenges in law firms	34
Improving upselling revenue: a longitudinal field study	33
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	32
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	32
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	28
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	27
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	25
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	25
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	23
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	22
Customer intention to participate in service recovery: what is it and what are the drivers?	21
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	21
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	20
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	20
Editorial: Reshaping the world through customer and actor engagement	20
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	19
Uncovering the trends and developments in subscription business models through bibliometric analysis	19