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 2022-08-01 to 2026-08-01.)

Article	Citations
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	84
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	58
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	54
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	54
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	54
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	47
Difficulties to digitalize: ambidexterity challenges in law firms	44
Improving upselling revenue: a longitudinal field study	43
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	41
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	40
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	40
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	40
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	37
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	36
When immersive technologies drive service brand outcomes: the role of episodic future thinking	35
Resilience in service innovation ecosystems: adaptive capacities, co-creation and institutional agility amid external shocks	34
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	31
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	27
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	27
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	26
Customer intention to participate in service recovery: what is it and what are the drivers?	25
Editorial: Reshaping the world through customer and actor engagement	24
Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	23
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	23

A meta-analytic study on the relationship between service innovation and firm performance	22
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	22
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	21
Uncovering the trends and developments in subscription business models through bibliometric analysis	20
Restoring trust: gratitude vs. apology in healthcare service recovery	20
Online service failure: antecedents, moderators and consequences	20
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	20
Operational risk of customer participation – reduce it or accommodate it?	19
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	18
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	18
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	18
Plugged into the future: how immersive technologies are changing service experiences?	16
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	16
Well-being creation by senior volunteers in a service provider context	15
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	15
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	14
Value co-creation using virtual reality service experiences	14
Expanding service design research: integrating netnography for qualitative studies in critical contexts	13
Retraction notice: Developing customer oriented service: a case study	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
Editorial: Unlocking immersion economy: expanding the boundaries of immersive service experience	13
Beyond reputation and status in hotel management: Social activities as strategic service resources	12
Unlocking creative potential through employee–AI collaboration: a self-regulatory focus on job crafting and leaders’ creativity expectations	12