OOIR: Observatory of International Research

Papers

(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 2020-07-01 to 2024-07-01.)

Article	Citations
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review	51
Coronavirus crisis and health care: learning from a service ecosystem perspective	43
Customer participation and well-being: the roles of service experience, customer empowerment and social support	33
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	32
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world	26
Pandemic's effect on the relationship between lean implementation and service performance	26
Online service failure: antecedents, moderators and consequences	25
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion	25
Sources and categories of well-being: a systematic review and research agenda	24
Customer experience research: intellectual structure and future research opportunities	21
Robotizing shared service centres: key challenges and outcomes	20
Why do consumers become providers? Self-determination in the sharing economy	19
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety	19
Facilitators and inhibitors of value co-creation in the industrial services environment	18
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective	18
Robo-advisors (RAs): the programmed self-service market for professional advice	18
Institutional work by market-shaping public actors	17
Optimizing competitive performance of service firms in data-rich environment	16
Customer self-determination in value co-creation	15
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective	14
Expert cues: how expert reviewers are perceived online	14
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	13
Service co-creation on social media: varieties and measures among nonprofit organizations	12
Green service attributes and amplifiers of the warm emotions evoked by them	12
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance	12

Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	12
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	12
Designing energy solutions: a comparison of two participatory design approaches for service innovation	12
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance	11
Customer acceptance of service robots under different service settings	11
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	11
Actor transformation in service: a process model for vulnerable consumers	11
Labors of love: service employees on customer participation	11
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	11
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	11
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	10
Servitisation through structural adaptation	10
Fostering engagement among emotionally exhausted frontline employees in financial services sector	10
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication	10
Where service recovery meets its paradox: implications for avoiding overcompensation	10
Blended human-technology service realities in healthcare	10
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems	9
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	9
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand	9
Robot service failure: the double-edged sword effect of emotional labor in service recovery	9
Towards a circumplex typology of customer service experience management practices: a dyadic perspective	9
Sustainability in retail services: a transformative service research (TSR) perspective	9
First-time versus repeat tourists: resistance to negative information	8
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	8
When and how digital platforms empower professional services firms: an agility perspective	8
The straw that breaks the camel's back: service provider vulnerability to customer incivility	8
The name effect in customization service: the role of psychological ownership and self-threat	8
A smart tech lever to augment caregivers' touch and foster vulnerable patient engagement and well-being	7
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	7
Gamification in the customer journey: a conceptual model and future research opportunities	6
The role of meaning in service innovation: a conceptual exploration	6
Bridging employee curiosity and service creativity: a new lens	6
Co-creating dementia care: manoeuvring fractured reflexivity in service design	6
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation	6
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions	6
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	5
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	5
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	5
Well-being creation by senior volunteers in a service provider context	5
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction	5
Introducing a sensemaking perspective to the service experience	5
I'm no expert, but … ? Consumer use of supportive digital tools in health services	5
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	5
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	5
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior	5
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	5
Effect of frontline employee's hope and consumer failure during consumer-created emergencies	5
Learning from Pandemics Past and Present for Service Theory and Practice	5
Participative leadership and service recovery performance: a moderated mediation model	4
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	4

Co-owned resources: IP and data in smart cities	4
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	4
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	4
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	4
How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses	4
How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context	4
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	4