Journal of Service Theory and Practice

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 2020-12-01 to 2024-12-01.)
ArticleCitations
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review53
Coronavirus crisis and health care: learning from a service ecosystem perspective50
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research33
Online service failure: antecedents, moderators and consequences30
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world26
Sources and categories of well-being: a systematic review and research agenda26
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion26
Robotizing shared service centres: key challenges and outcomes21
Customer experience research: intellectual structure and future research opportunities21
Robo-advisors (RAs): the programmed self-service market for professional advice20
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety20
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective20
Why do consumers become providers? Self-determination in the sharing economy19
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective18
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities16
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions16
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors15
Robot service failure: the double-edged sword effect of emotional labor in service recovery15
Customer acceptance of service robots under different service settings15
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem15
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance13
Green service attributes and amplifiers of the warm emotions evoked by them13
Fostering engagement among emotionally exhausted frontline employees in financial services sector13
Service co-creation on social media: varieties and measures among nonprofit organizations12
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI12
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters12
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research12
Designing energy solutions: a comparison of two participatory design approaches for service innovation12
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine12
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)12
Sustainability in retail services: a transformative service research (TSR) perspective12
Actor transformation in service: a process model for vulnerable consumers11
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication11
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand10
Servitisation through structural adaptation10
Where service recovery meets its paradox: implications for avoiding overcompensation10
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems10
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion10
Blended human-technology service realities in healthcare10
The name effect in customization service: the role of psychological ownership and self-threat9
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement9
First-time versus repeat tourists: resistance to negative information9
Towards a circumplex typology of customer service experience management practices: a dyadic perspective9
Gamification in the customer journey: a conceptual model and future research opportunities9
When and how digital platforms empower professional services firms: an agility perspective9
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms9
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes8
A smart tech lever to augment caregivers' touch and foster vulnerable patient engagement and well-being8
The straw that breaks the camel's back: service provider vulnerability to customer incivility8
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification8
Bridging employee curiosity and service creativity: a new lens8
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions8
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms7
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition6
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction6
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior6
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation6
Co-creating dementia care: manoeuvring fractured reflexivity in service design6
Factors influencing consumer forgiveness: a systematic literature review and directions for future research6
The role of meaning in service innovation: a conceptual exploration6
Learning from Pandemics Past and Present for Service Theory and Practice6
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions6
A systematic literature review on transformative practices and well-being outcomes in healthcare service5
How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context5
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study5
Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry5
Introducing a sensemaking perspective to the service experience5
I'm no expert, but … ? Consumer use of supportive digital tools in health services5
Well-being creation by senior volunteers in a service provider context5
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context5
How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses5
Demystifying employee co-creation: optimism and pro-social behaviour as moderators5
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing5
Retail robots as sales assistants: how speciesism moderates the effect of robot intelligence on customer perceptions and behaviour5
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct5
Failure to maintain customers: antecedents and consequences of service downgrades4
When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset4
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions4
Dimensions of e-return service quality: conceptual refinement and directions for measurement4
The link between extraversion and service outputs: a moderated mediation model of work vigor and coworker support4
A sequential process from external stakeholder pressures to performance in services4
Co-owned resources: IP and data in smart cities4
Participative leadership and service recovery performance: a moderated mediation model4
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion4
An investigation into the antecedents of frontline service employee guardianship behaviours4
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