OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Theory and Practice is 3. 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 2021-05-01 to 2025-05-01.)

Article	Citations
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	77
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	36
A sequential process from external stakeholder pressures to performance in services	30
Difficulties to digitalize: ambidexterity challenges in law firms	28
The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops	26
Co-creating dementia care: manoeuvring fractured reflexivity in service design	25
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	22
Improving upselling revenue: a longitudinal field study	22
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	21
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	21
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	19
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	18
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	18
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	18
Customer intention to participate in service recovery: what is it and what are the drivers?	17
The name effect in customization service: the role of psychological ownership and self-threat	17
Uncovering the trends and developments in subscription business models through bibliometric analysis	15
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context	15
Editorial: Reshaping the world through customer and actor engagement	15
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation	15
Designing energy solutions: a comparison of two participatory design approaches for service innovation	14
Online service failure: antecedents, moderators and consequences	14
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	14
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	13
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	13

Well-being creation by senior volunteers in a service provider context	13
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	13
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	12
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	12
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	12
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	12
Operational risk of customer participation – reduce it or accommodate it?	11
Plugged into the future: how immersive technologies are changing service experiences?	11
FLEs' concerns with misbehaving customers in the time of COVID and beyond	10
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	10
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	10
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	10
First-time versus repeat tourists: resistance to negative information	9
Customer acceptance of service robots under different service settings	9
The straw that breaks the camel's back: service provider vulnerability to customer incivility	9
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	9
The impact of speciesism on customers' acceptance of service automation	9
Guest editorial: Service-driven business transformation – stimulating uplifting change through service	8
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	8
Managing burnout from engagement-derived acting strategy	8
Flourishing digital technology in professional services firms: multidisciplinary perspectives in India	8
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review	8
Serving customers through chatbots: positive and negative effects on customer experience	8
ChatGPT and service: opportunities, challenges, and research directions	7
Editorial: Research horizons of smart service technologies – Special section editorial	7
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	7
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	7
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	7
Framing your concerns right: an analysis of air passengers' complaints during two time periods	6
Cultural change in servitization – a conceptual review and framework	6
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	6
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	6
Learning resource integration by engaging in value cocreation practices: a study of music actors	6
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	6
Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings	6
Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?	5
Organizational practices to co-create value with family members engaged in service journeys of their loved ones	5
Robot service failure: the double-edged sword effect of emotional labor in service recovery	5
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction	5
Business model innovation through the adoption of service logic: evolving to servification	5
Service language and small talk: differentiating genuine from mundane in B2B contexts	5
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	5
I'm no expert, but … ? Consumer use of supportive digital tools in health services	5
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	5
An integrated model examining frontline employee willingness to work with retail service robots	5
Do self-monitors experience less emotional exhaustion? Testing the role of supervisor-rated performance and perceived competitive climate	5
Lost in tasks: how workplace multitasking shapes employee moral awareness and service sabotage behavior	5
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	4
Can algorithms ignite the flame of thriving? Exploring how and when gig workers’ perceived algorithmic control leads to thriving at work	4
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	4

Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion	4
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	4
Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being	4
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	4
Where service recovery meets its paradox: implications for avoiding overcompensation	3
Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage	3
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	3
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement	3
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure	3
GraphEx: visualizing and managing customer experience in its multidimensionality	3
The push-pull-mooring model of consumer service switching: a meta-analytical review to guide future research	3
Environmentally responsible behaviors in hospitality and tourism service employees: an application of complexity theory	3
Personal goals in consumers' adoption of mHealth services	3
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application	3
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction	3
Transforming healthcare service environments: a sensory-based approach	3
Service before self: exploring resilience and locus of control in the frontline service effort behavior	3
Looking forward to it! Exploring the role of temporal landmarks and anticipation for well-being in constrained extended service encounters	3
Typology of the transition path to fintech: multi-level comparative analysis	3
Factors influencing service employee well-being: a test of the PERMA framework	3