OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Theory and Practice is 5. 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 2021-09-01 to 2025-09-01.)

Article	Citations
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	42
A sequential process from external stakeholder pressures to performance in services	41
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	33
Difficulties to digitalize: ambidexterity challenges in law firms	31
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	28
Improving upselling revenue: a longitudinal field study	28
When immersive technologies drive service brand outcomes: the role of episodic future thinking	28
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	26
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	25
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	24
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	22
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	22
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	21
Customer intention to participate in service recovery: what is it and what are the drivers?	20
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	20
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	19
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context	18
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation	18
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	17
Editorial: Reshaping the world through customer and actor engagement	17
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	17
Designing energy solutions: a comparison of two participatory design approaches for service innovation	17
Uncovering the trends and developments in subscription business models through bibliometric analysis	17
Online service failure: antecedents, moderators and consequences	16
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	16

Plugged into the future: how immersive technologies are changing service experiences?	16
Operational risk of customer participation – reduce it or accommodate it?	15
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	15
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	15
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	14
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	14
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	14
Well-being creation by senior volunteers in a service provider context	14
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	13
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	12
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	12
FLEs' concerns with misbehaving customers in the time of COVID and beyond	11
The impact of speciesism on customers' acceptance of service automation	11
The transformative potential of refugee-with-refugee value co-creation during resettlement	11
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	10
Customer acceptance of service robots under different service settings	10
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	10
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	10
First-time versus repeat tourists: resistance to negative information	10
Flourishing digital technology in professional services firms: multidisciplinary perspectives in India	10
The straw that breaks the camel's back: service provider vulnerability to customer incivility	10
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	10
Managing burnout from engagement-derived acting strategy	9
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	9
Editorial: Research horizons of smart service technologies – Special section editorial	9
Serving customers through chatbots: positive and negative effects on customer experience	9
Guest editorial: Service-driven business transformation – stimulating uplifting change through service	9
ChatGPT and service: opportunities, challenges, and research directions	8
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	8
Framing your concerns right: an analysis of air passengers' complaints during two time periods	7
Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings	7
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	7
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	7
Learning resource integration by engaging in value cocreation practices: a study of music actors	7
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	7
Organizational practices to co-create value with family members engaged in service journeys of their loved ones	7
Robot service failure: the double-edged sword effect of emotional labor in service recovery	6
An integrated model examining frontline employee willingness to work with retail service robots	6
Cultural change in servitization – a conceptual review and framework	6
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	6
The measurement of perceived shared agency in customer–artificial intelligence interactions	6
Service language and small talk: differentiating genuine from mundane in B2B contexts	6
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction	6
Business model innovation through the adoption of service logic: evolving to servification	6
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	5
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	5
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	5
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application	5
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion	5
Lost in tasks: how workplace multitasking shapes employee moral awareness and service sabotage behavior	5

Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?	5
Where service recovery meets its paradox: implications for avoiding overcompensation	5
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	5
I'm no expert, but … ? Consumer use of supportive digital tools in health services	5
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	5
Can algorithms ignite the flame of thriving? Exploring how and when gig workers’ perceived algorithmic control leads to thriving at work	5
Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being	5