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 2021-08-01 to 2025-08-01.)
ArticleCitations
A sequential process from external stakeholder pressures to performance in services40
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving40
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality32
Difficulties to digitalize: ambidexterity challenges in law firms32
Improving upselling revenue: a longitudinal field study27
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity27
Demystifying employee co-creation: optimism and pro-social behaviour as moderators27
When immersive technologies drive service brand outcomes: the role of episodic future thinking27
Invasion of privacy in smart services: the role of interaction mode and privacy commitment25
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments25
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition21
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification21
Guest editorial: Emerging digital technologies and professional services: current and future research agenda20
Customer intention to participate in service recovery: what is it and what are the drivers?20
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics20
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments19
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation18
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context18
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes18
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