OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Theory and Practice is 3. 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 2020-04-01 to 2024-04-01.)

Article	Citations
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?	259
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review	45
Coronavirus crisis and health care: learning from a service ecosystem perspective	39
Value-in-use and service quality: do customers see a difference?	38
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	31
Customer participation and well-being: the roles of service experience, customer empowerment and social support	28
Pandemic's effect on the relationship between lean implementation and service performance	26
Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels	26
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world	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	23
Online service failure: antecedents, moderators and consequences	22
Customer experience research: intellectual structure and future research opportunities	19
Robotizing shared service centres: key challenges and outcomes	18
Why do consumers become providers? Self-determination in the sharing economy	17
Institutional work by market-shaping public actors	16
Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services	15
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety	15
Facilitators and inhibitors of value co-creation in the industrial services environment	15
Optimizing competitive performance of service firms in data-rich environment	15
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective	15
Inertia, group conformity and customer loyalty in healthcare in the information age	15
Customer self-determination in value co-creation	15
Robo-advisors (RAs): the programmed self-service market for professional advice	14
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	13

Actor transformation in service: a process model for vulnerable consumers	11
Expert cues: how expert reviewers are perceived online	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
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance	11
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective	10
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	10
Service co-creation on social media: varieties and measures among nonprofit organizations	10
Green service attributes and amplifiers of the warm emotions evoked by them	10
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance	10
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	10
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems	9
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	9
Blended human-technology service realities in healthcare	9
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	9
Customer acceptance of service robots under different service settings	9
Servitisation through structural adaptation	9
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand	9
First-time versus repeat tourists: resistance to negative information	8
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	7
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication	7
Designing energy solutions: a comparison of two participatory design approaches for service innovation	7
Fostering engagement among emotionally exhausted frontline employees in financial services sector	7
The name effect in customization service: the role of psychological ownership and self-threat	7
Towards a circumplex typology of customer service experience management practices: a dyadic perspective	7
Sustainability in retail services: a transformative service research (TSR) perspective	7
Where service recovery meets its paradox: implications for avoiding overcompensation	7
A smart tech lever to augment caregivers' touch and foster vulnerable patient engagement and well-being	7
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	7
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	7
Bridging employee curiosity and service creativity: a new lens	6
When and how digital platforms empower professional services firms: an agility perspective	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
The role of meaning in service innovation: a conceptual exploration	6
The straw that breaks the camel's back: service provider vulnerability to customer incivility	6
Co-creating dementia care: manoeuvring fractured reflexivity in service design	6
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
Gamification in the customer journey: a conceptual model and future research opportunities	5
I'm no expert, but … ? Consumer use of supportive digital tools in health services	5
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction	5
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	5
Robot service failure: the double-edged sword effect of emotional labor in service recovery	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	4
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	4
Well-being creation by senior volunteers in a service provider context	4
How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context	4
Co-owned resources: IP and data in smart cities	4

Factors influencing consumer forgiveness: a systematic literature review and directions for future research	4
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	3
How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses	3
The Tao of consumption: private self in a collective culture	3
Do self-monitors experience less emotional exhaustion? Testing the role of supervisor-rated performance and perceived competitive climate	3
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	3
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	3
Dimensions of e-return service quality: conceptual refinement and directions for measurement	3
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement	3
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	3
Driving organisational change in SMEs using service design	3
When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset	3
Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry	3
How and when do the ambidextrous frontline sales employees achieve superior sales performance?	3
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	3
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	3
A sequential process from external stakeholder pressures to performance in services	3