Journal of Service Theory and Practice

(The median citation count of Journal of Service Theory and Practice is 4. 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 2020-01-01 to 2024-01-01.)
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?241
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review38
Coronavirus crisis and health care: learning from a service ecosystem perspective36
Value-in-use and service quality: do customers see a difference?35
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research29
Consumer engagement behaviors: do service convenience and organizational characteristics matter?26
Customer participation and well-being: the roles of service experience, customer empowerment and social support26
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world25
Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels25
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion24
Pandemic's effect on the relationship between lean implementation and service performance23
Sources and categories of well-being: a systematic review and research agenda19
Customer experience research: intellectual structure and future research opportunities19
Drivers and relationship benefits of customer willingness to engage in CSR initiatives17
Robotizing shared service centres: key challenges and outcomes17
What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)16
Online service failure: antecedents, moderators and consequences16
Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services15
Facilitators and inhibitors of value co-creation in the industrial services environment15
Institutional work by market-shaping public actors15
Rethinking the actor in service research: toward a processual view of identity dynamics15
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective14
Why do consumers become providers? Self-determination in the sharing economy14
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety14
Robo-advisors (RAs): the programmed self-service market for professional advice13
Customer self-determination in value co-creation13
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors12
Optimizing competitive performance of service firms in data-rich environment12
Inertia, group conformity and customer loyalty in healthcare in the information age12
Labors of love: service employees on customer participation11
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine11
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance11
Service co-creation on social media: varieties and measures among nonprofit organizations10
Delight spirals: the cause and consequence of employee perceived customer delight10
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance9
Actor transformation in service: a process model for vulnerable consumers9
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)9
Expert cues: how expert reviewers are perceived online9
Green service attributes and amplifiers of the warm emotions evoked by them9
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems8
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion7
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand7
Servitisation through structural adaptation7
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities7
Towards a circumplex typology of customer service experience management practices: a dyadic perspective7
Designing energy solutions: a comparison of two participatory design approaches for service innovation7
First-time versus repeat tourists: resistance to negative information7
Blended human-technology service realities in healthcare7
Sustainability in retail services: a transformative service research (TSR) perspective7
The straw that breaks the camel's back: service provider vulnerability to customer incivility6
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication6
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem6
Fostering engagement among emotionally exhausted frontline employees in financial services sector6
The role of meaning in service innovation: a conceptual exploration6
Emotion regulation in service encounters: are customer displays real?6
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters6
Bridging employee curiosity and service creativity: a new lens6
The name effect in customization service: the role of psychological ownership and self-threat6
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions6
A smart tech lever to augment caregivers' touch and foster vulnerable patient engagement and well-being5
Learning from Pandemics Past and Present for Service Theory and Practice5
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms5
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation5
Effect of frontline employee's hope and consumer failure during consumer-created emergencies5
Robot service failure: the double-edged sword effect of emotional labor in service recovery5
When and how digital platforms empower professional services firms: an agility perspective5
I'm no expert, but … ? Consumer use of supportive digital tools in health services5
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study5
Customer acceptance of service robots under different service settings4
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms4
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior4
Gamification in the customer journey: a conceptual model and future research opportunities4
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions4
Co-creating dementia care: manoeuvring fractured reflexivity in service design4
Where service recovery meets its paradox: implications for avoiding overcompensation4
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective4
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction4