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 2021-05-01 to 2025-05-01.)

Article	Citations
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	77
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	36
A sequential process from external stakeholder pressures to performance in services	30
Difficulties to digitalize: ambidexterity challenges in law firms	28
The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops	26
Co-creating dementia care: manoeuvring fractured reflexivity in service design	25
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	22
Improving upselling revenue: a longitudinal field study	22
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	21
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	21
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	19
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	18
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	18
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	18
Customer intention to participate in service recovery: what is it and what are the drivers?	17
The name effect in customization service: the role of psychological ownership and self-threat	17
Uncovering the trends and developments in subscription business models through bibliometric analysis	15
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context	15
Editorial: Reshaping the world through customer and actor engagement	15
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation	15
Designing energy solutions: a comparison of two participatory design approaches for service innovation	14
Online service failure: antecedents, moderators and consequences	14
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	14
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	13
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	13

Well-being creation by senior volunteers in a service provider context	13
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	13
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	12
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	12
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	12
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	12
Plugged into the future: how immersive technologies are changing service experiences?	11
Operational risk of customer participation – reduce it or accommodate it?	11
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	10
FLEs' concerns with misbehaving customers in the time of COVID and beyond	10
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	10
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	10
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	9
The impact of speciesism on customers' acceptance of service automation	9
First-time versus repeat tourists: resistance to negative information	9
Customer acceptance of service robots under different service settings	9
The straw that breaks the camel's back: service provider vulnerability to customer incivility	9