OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 13. 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 2022-06-01 to 2026-06-01.)

Article	Citations
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	74
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	51
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	50
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	46
A sequential process from external stakeholder pressures to performance in services	46
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	45
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	42
Difficulties to digitalize: ambidexterity challenges in law firms	41
Improving upselling revenue: a longitudinal field study	39
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	37
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	36
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	36
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	34
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	31
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	30
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	30
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	27
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	27
Customer intention to participate in service recovery: what is it and what are the drivers?	24
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	24
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	24
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	23
Online service failure: antecedents, moderators and consequences	22
Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	21

Uncovering the trends and developments in subscription business models through bibliometric analysis	21
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	21
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	21
Editorial: Reshaping the world through customer and actor engagement	20
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	19
Operational risk of customer participation – reduce it or accommodate it?	18
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	18
Restoring trust: gratitude vs. apology in healthcare service recovery	18
Well-being creation by senior volunteers in a service provider context	17
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	17
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	16
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	15
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	15
Plugged into the future: how immersive technologies are changing service experiences?	14
Value co-creation using virtual reality service experiences	14
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	14
Editorial: Unlocking immersion economy: expanding the boundaries of immersive service experience	13
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	13
Expanding service design research: integrating netnography for qualitative studies in critical contexts	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
Retraction notice: Developing customer oriented service: a case study	13