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 2020-11-01 to 2024-11-01.)

Article	Citations
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review	53
Coronavirus crisis and health care: learning from a service ecosystem perspective	46
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	33
Pandemic's effect on the relationship between lean implementation and service performance	32
Online service failure: antecedents, moderators and consequences	29
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion	26
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world	26
Sources and categories of well-being: a systematic review and research agenda	25
Robotizing shared service centres: key challenges and outcomes	21
Customer experience research: intellectual structure and future research opportunities	21
Robo-advisors (RAs): the programmed self-service market for professional advice	20
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety	20
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective	20
Why do consumers become providers? Self-determination in the sharing economy	19
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective	18
Customer self-determination in value co-creation	17
Optimizing competitive performance of service firms in data-rich environment	17
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	15
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	15
Customer acceptance of service robots under different service settings	15
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	14
Green service attributes and amplifiers of the warm emotions evoked by them	13
Fostering engagement among emotionally exhausted frontline employees in financial services sector	13
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance	13
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
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	12
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	12
Sustainability in retail services: a transformative service research (TSR) perspective	12
Service co-creation on social media: varieties and measures among nonprofit organizations	12
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	12
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	12
Actor transformation in service: a process model for vulnerable consumers	11
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance	11
Labors of love: service employees on customer participation	11
Robot service failure: the double-edged sword effect of emotional labor in service recovery	11
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication	11
Where service recovery meets its paradox: implications for avoiding overcompensation	10
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems	10
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	10
Blended human-technology service realities in healthcare	10
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand	10
Servitisation through structural adaptation	10
Gamification in the customer journey: a conceptual model and future research opportunities	9
When and how digital platforms empower professional services firms: an agility perspective	9
The name effect in customization service: the role of psychological ownership and self-threat	9
Towards a circumplex typology of customer service experience management practices: a dyadic perspective	9
First-time versus repeat tourists: resistance to negative information	9
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	9
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	8
A smart tech lever to augment caregivers' touch and foster vulnerable patient engagement and well-being	8
The straw that breaks the camel's back: service provider vulnerability to customer incivility	8
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	8
Bridging employee curiosity and service creativity: a new lens	8
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	8
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	7
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	7
The role of meaning in service innovation: a conceptual exploration	6
Co-creating dementia care: manoeuvring fractured reflexivity in service design	6
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	6
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement	6
Learning from Pandemics Past and Present for Service Theory and Practice	6
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions	6
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation	6
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	6
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction	6
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior	6
Retail robots as sales assistants: how speciesism moderates the effect of robot intelligence on customer perceptions and behaviour	5
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	5
A systematic literature review on transformative practices and well-being outcomes in healthcare service	5
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	5
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	5
Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry	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

How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context	5
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	5
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context	5
How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses	5
Effect of frontline employee's hope and consumer failure during consumer-created emergencies	5
Well-being creation by senior volunteers in a service provider context	5
When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset	4
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	4
Dimensions of e-return service quality: conceptual refinement and directions for measurement	4
Participative leadership and service recovery performance: a moderated mediation model	4
A sequential process from external stakeholder pressures to performance in services	4
Co-owned resources: IP and data in smart cities	4
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	4
An investigation into the antecedents of frontline service employee guardianship behaviours	4