OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 9. 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.)

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	50
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	33
Online service failure: antecedents, moderators and consequences	30
Sources and categories of well-being: a systematic review and research agenda	26
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
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
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	16
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	16
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	15
Robot service failure: the double-edged sword effect of emotional labor in service recovery	15
Customer acceptance of service robots under different service settings	15
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	15
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
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	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
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	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
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	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
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
The name effect in customization service: the role of psychological ownership and self-threat	9
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement	9
First-time versus repeat tourists: resistance to negative information	9
Towards a circumplex typology of customer service experience management practices: a dyadic perspective	9
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
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	9