OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Theory and Practice is 21. 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 2022-01-01 to 2026-01-01.)

Article	Citations
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	52
A sequential process from external stakeholder pressures to performance in services	49
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	37
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	37
Difficulties to digitalize: ambidexterity challenges in law firms	35
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	35
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	35
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	34
Improving upselling revenue: a longitudinal field study	34
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	31
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	30
When immersive technologies drive service brand outcomes: the role of episodic future thinking	28
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	28
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	28
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	26
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	24
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	24
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	23
Customer intention to participate in service recovery: what is it and what are the drivers?	22
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	21
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	21