OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 8. 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 2021-02-01 to 2025-02-01.)

Article	Citations
Co-owned resources: IP and data in smart cities	53
Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology	30
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	21
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	19
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	18
Typology of the transition path to fintech: multi-level comparative analysis	16
Editorial: Research horizons of smart service technologies – Special section editorial	16
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure	15
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	15
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	15
Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor	15
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	14
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	13
Managing burnout from engagement-derived acting strategy	13
Serving customers through chatbots: positive and negative effects on customer experience	12
A sequential process from external stakeholder pressures to performance in services	12
Sustainability in retail services: a transformative service research (TSR) perspective	12
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior	12
Designing energy solutions: a comparison of two participatory design approaches for service innovation	12
An investigation into the antecedents of frontline service employee guardianship behaviours	12
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	12
ChatGPT and service: opportunities, challenges, and research directions	11
Online service failure: antecedents, moderators and consequences	11
Uncovering the trends and developments in subscription business models through bibliometric analysis	10
Environmentally responsible behaviors in hospitality and tourism service employees: an application of complexity theory	10

Guest editorial: Service-driven business transformation – stimulating uplifting change through service	10
Spoken service language for customer well-being in a transformative service context: residential aged care	10
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application	10
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	10
GraphEx: visualizing and managing customer experience in its multidimensionality	9
When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset	9
Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism	9
Difficulties to digitalize: ambidexterity challenges in law firms	9
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	9
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	9
Servitisation through structural adaptation	9
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	8
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	8
Personal goals in consumers' adoption of mHealth services	8
Customer experience research: intellectual structure and future research opportunities	8
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	8
Service before self: exploring resilience and locus of control in the frontline service effort behavior	8