OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Services Marketing 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 2020-05-01 to 2024-05-01.)

Article	Citations
Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions	101
E-service quality on live streaming platforms: swift guanxi perspective	81
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services	57
Financial services experience and consumption in Nigeria	50
Customer brand engagement during service lockdown	44
Exploring how internet services can enhance elderly well-being	41
Going with the flow: smart shopping malls and omnichannel retailing	38
Viewpoint: service marketing research priorities	37
Eye for an eye? Frontline service employee reactions to customer incivility	31
New directions for service research: refreshing the process of theorizing to increase contribution	29
Value creation and destruction in social marketing services: a review and research agenda	27
The role of customer experience in the perceived value–word-of-mouth relationship	26
Why do older consumers avoid innovative products and services?	25
Mobile payment adoption in Latin America	23
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	23
Service authenticity and its effect on positive emotions	23
Health literacy and its effects on well-being: how vulnerable healthcare service users integrate online resources	23
Customer ecosystems: exploring how ecosystem actors shape customer experience	22
Direct and indirect negatively valenced engagement behavior	22
Editorial: service research in the new (post-COVID) marketplace	21
Industry 4.0 in services: challenges and opportunities for value co-creation	21
Transformation of the hospitality services marketing structure: a chaos theory perspective	21
Customer perceptions of frontline employees’ extra-role helping behaviors	20
Improving service brand personality with augmented reality marketing	20
Consumers experiencing vulnerability: a state of play in the literature	20

Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis	20
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	20
Can Alexa serve customers better? AI-driven voice assistant service interactions	20
Customer incivility, rapport and tipping: the moderating role of agreeableness	19
Consumers’ perceptions of food ethics in luxury dining	19
Customer incivility and employee outcomes in the new service marketplace	19
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	18
Editorial: Research priorities in the new service marketplace	18
Driving users’ behaviours and engagement in co-creating services	18
Enabling transformative value creation through online weight loss services	17
Social media engagement, service complexity, and experiential quality in US hospitals	17
Customer engagement in online service brand communities	17
Information processing by elderly consumers: a five-decade review	17
The indirect experience of nature: biomorphic design forms in servicescapes	17
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	16
Service environment research opportunities	16
Legitimate and illegitimate consumer complaining behavior: a review and taxonomy	15
Unintended negative consequences of loyalty programs: endowed vs earned loyalty	15
Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence	15
Editorial: When service technologies and human experiences intersect	15
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	15
Value co-creation activities in retail ecosystems: well-being consequences	15
Customer captivity, negative word of mouth and well-being: a mixed-methods study	15
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	14
Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness	14
Street vending: transformative entrepreneurship for individual and collective well-being	14
Introducing relational dialectics on actor engagement in the social media ecosystem	13
Well-being in later life: a life course perspective	13
The impact of value co-creation in sustainable services: understanding generational differences	13
Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services	13
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	12
Consumer responses to environmental corporate social responsibility and luxury	12
Servicing through digital interactions andwell-being in virtual communities	12
Understanding consumer perceptions and attitudes toward smart retail services	12
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge	12
Balancing service inclusion for primary and secondary customers experiencing vulnerabilities	12
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?	12
Right to health and access to health-care services for refugees in Turkey	11
Age identity, stereotypes and older consumers’ service experiences	10
Improving base-of-the-pyramid consumer welfare through mobile technology services	10
Using linguistics to inform influencer marketing in services	10
Service inclusion: the role of disability identity in retail	10
Mobile contextual marketing in a museum setting	10
Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	10
Understanding self-service technology adoption by “older” consumers	10
Co-creating value in post-communists contexts: capability perspective	9
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	9
Understanding consumers’ live-streaming shopping from a benefit–risk perspective	9
Collaborative space: framework for collaborative consumption and the sharing economy	9
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	9

Network well-being from a balanced centricity perspective	9
Neurophysiological responses to robot–human interactions in retail stores	9
Editorial: Opportunities in the new service marketplace	9
Resistance of facial recognition payment service: a mixed method approach	9
“There is no place like my mall”: consumer reactions to the absence of mall experiences	9
How perceptions of firm environmental and social values influence frontline employee outcomes	9
A phenomenological exploration into sustainability in the foodservice industry in the MEA region	9