OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 10. 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 2020-11-01 to 2024-11-01.)

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	46
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	33
Pandemic's effect on the relationship between lean implementation and service performance	32
Online service failure: antecedents, moderators and consequences	29
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
Sources and categories of well-being: a systematic review and research agenda	25
Robotizing shared service centres: key challenges and outcomes	21
Customer experience research: intellectual structure and future research opportunities	21
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
Robo-advisors (RAs): the programmed self-service market for professional advice	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
Optimizing competitive performance of service firms in data-rich environment	17
Customer self-determination in value co-creation	17
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	15
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	15
Customer acceptance of service robots under different service settings	15
Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	14
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
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	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
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	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
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	12
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	12
Labors of love: service employees on customer participation	11
Robot service failure: the double-edged sword effect of emotional labor in service recovery	11
COVID-19 vaccination: engagement behavior patterns and implications for public health service communication	11
Actor transformation in service: a process model for vulnerable consumers	11
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance	11
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
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