Journal of Service Theory and Practice

(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 2020-01-01 to 2024-01-01.)
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?241
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review38
Coronavirus crisis and health care: learning from a service ecosystem perspective36
Value-in-use and service quality: do customers see a difference?35
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research29
Customer participation and well-being: the roles of service experience, customer empowerment and social support26
Consumer engagement behaviors: do service convenience and organizational characteristics matter?26
Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels25
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world25
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion24
Pandemic's effect on the relationship between lean implementation and service performance23
Customer experience research: intellectual structure and future research opportunities19
Sources and categories of well-being: a systematic review and research agenda19
Robotizing shared service centres: key challenges and outcomes17
Drivers and relationship benefits of customer willingness to engage in CSR initiatives17
What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)16
Online service failure: antecedents, moderators and consequences16
Facilitators and inhibitors of value co-creation in the industrial services environment15
Institutional work by market-shaping public actors15
Rethinking the actor in service research: toward a processual view of identity dynamics15
Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services15
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety14
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective14
Why do consumers become providers? Self-determination in the sharing economy14
Customer self-determination in value co-creation13
Robo-advisors (RAs): the programmed self-service market for professional advice13
Inertia, group conformity and customer loyalty in healthcare in the information age12
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors12
Optimizing competitive performance of service firms in data-rich environment12
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance11
Labors of love: service employees on customer participation11
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine11
Service co-creation on social media: varieties and measures among nonprofit organizations10
Delight spirals: the cause and consequence of employee perceived customer delight10
Expert cues: how expert reviewers are perceived online9
Green service attributes and amplifiers of the warm emotions evoked by them9
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance9
Actor transformation in service: a process model for vulnerable consumers9
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)9