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 2022-05-01 to 2026-05-01.)

Article	Citations
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	71
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	50
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	45
A sequential process from external stakeholder pressures to performance in services	44
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	44
Difficulties to digitalize: ambidexterity challenges in law firms	42
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	40
Improving upselling revenue: a longitudinal field study	38
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	36
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	36
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	35
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	30
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	30
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	30
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	29
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	26
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	26
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	24
Customer intention to participate in service recovery: what is it and what are the drivers?	24
Online service failure: antecedents, moderators and consequences	23
Editorial: Reshaping the world through customer and actor engagement	22
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	21

Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	20
Uncovering the trends and developments in subscription business models through bibliometric analysis	20
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	20
Operational risk of customer participation – reduce it or accommodate it?	20
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	20
Restoring trust: gratitude vs. apology in healthcare service recovery	19
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	18
Plugged into the future: how immersive technologies are changing service experiences?	18
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	17
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	16
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	15
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	15
Well-being creation by senior volunteers in a service provider context	15
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	14
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	14
Expanding service design research: integrating netnography for qualitative studies in critical contexts	14
The impact of speciesism on customers' acceptance of service automation	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
Retraction notice: Developing customer oriented service: a case study	13
Editorial: Unlocking immersion economy: expanding the boundaries of immersive service experience	13
Value co-creation using virtual reality service experiences	13
Workplace bullying and the enacted incivility of those targeted: the roles of anger, shame and fear	12
Unlocking creative potential through employee–AI collaboration: a self-regulatory focus on job crafting and leaders’ creativity expectations	12
FLEs' concerns with misbehaving customers in the time of COVID and beyond	12
Editorial: Netnography and qualitative digital methods to advance service theory and practice	10
Customer acceptance of service robots under different service settings	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
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	10
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	10
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	9
Serving customers through chatbots: positive and negative effects on customer experience	9
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	9
Guest editorial: Service-driven business transformation – stimulating uplifting change through service	9
Editorial: Research horizons of smart service technologies – Special section editorial	9
When digital transformation meets service innovation: unlocking the mechanisms and consequences of peer effects	9
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	8
Managing burnout from engagement-derived acting strategy	8
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	8
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	8
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	8
ChatGPT and service: opportunities, challenges, and research directions	8
The impact of environmental attitudes and information processing on decision-making in transport services: a case study of Gen Z students	7
Robot service failure: the double-edged sword effect of emotional labor in service recovery	7
Framing your concerns right: an analysis of air passengers' complaints during two time periods	7
Editorial: Service marketing for good	7
Learning resource integration by engaging in value cocreation practices: a study of music actors	7
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction	7
An integrated model examining frontline employee willingness to work with retail service robots	7
Service language and small talk: differentiating genuine from mundane in B2B contexts	6

Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings	6
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	6
Customer incivility and emotional labor from the perspective of the transactional model of stress: mediation of customer orientation and moderation of interpersonal conflict	6
Organizational practices to co-create value with family members engaged in service journeys of their loved ones	6
Cultural change in servitization – a conceptual review and framework	6
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	5
Business model innovation through the adoption of service logic: evolving to servification	5
Exploring the role of time in service: a mapping review based on temporal orientations and their cognitive actions	5
Lost in tasks: how workplace multitasking shapes employee moral awareness and service sabotage behavior	5
How parasocial relationships drive purchase intentions: a meta-analysis	5
The measurement of perceived shared agency in customer–artificial intelligence interactions	5
Servitization and financial performance: examining the moderating roles of financial and operational slack	5
Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?	4
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	4
Can algorithms ignite the flame of thriving? Exploring how and when gig workers’ perceived algorithmic control leads to thriving at work	4
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	4
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	4
How do you handle double-deviation complaints on social media? The role of double service recovery strategies	4
Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being	4
Where service recovery meets its paradox: implications for avoiding overcompensation	4
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	4
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion	4
Cutting corner at work? Understanding why and when illegitimate tasks fuel service employees' expediency	4