OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 12. 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 2021-11-01 to 2025-11-01.)

Article	Citations
A sequential process from external stakeholder pressures to performance in services	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	46
Difficulties to digitalize: ambidexterity challenges in law firms	34
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	34
Improving upselling revenue: a longitudinal field study	33
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	32
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	32
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	28
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	27
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	25
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	25
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	23
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	22
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	21
Customer intention to participate in service recovery: what is it and what are the drivers?	21
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	20
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	20
Editorial: Reshaping the world through customer and actor engagement	20
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	19
Uncovering the trends and developments in subscription business models through bibliometric analysis	19
Online service failure: antecedents, moderators and consequences	18
Designing energy solutions: a comparison of two participatory design approaches for service innovation	18
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	17
Operational risk of customer participation – reduce it or accommodate it?	17

The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	17
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	16
Well-being creation by senior volunteers in a service provider context	16
Plugged into the future: how immersive technologies are changing service experiences?	16
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	16
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	16
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	16
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	15
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	15
Value co-creation using virtual reality service experiences	14
Expanding service design research: integrating netnography for qualitative studies in critical contexts	13
FLEs' concerns with misbehaving customers in the time of COVID and beyond	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
The straw that breaks the camel's back: service provider vulnerability to customer incivility	13
First-time versus repeat tourists: resistance to negative information	13
Customer acceptance of service robots under different service settings	12
The impact of speciesism on customers' acceptance of service automation	12
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	12