Journal of Services Marketing

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 2021-04-01 to 2025-04-01.)
ArticleCitations
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)73
The transformative potential of AI-enabled personalization across cultures41
Bridging the gap: user expectations for conversational AI services with consideration of user expertise41
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets38
Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors37
Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct37
Editorial: Opportunities in the new service marketplace36
Service inclusion: the role of disability identity in retail33
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery33
Conceptualization and validation of customer participation in health care: a study on chronic illnesses management32
A transformative service research perspective on caste-based discrimination in microcredit lending in India32
Mediating roles of frontline employees in transformative service processes31
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services27
Understanding innovativeness and commitment to sustainable service practices27
Exploring service employees’ involvement in value co-creation: dimensions, antecedents and consequences26
Refugee awareness of a transformative intervention to increase blood donations25
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives24
From service to social innovation with a service-dominant logic approach23
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value23
Customer incivility and employee outcomes in the new service marketplace23
Consumer responses to environmental corporate social responsibility and luxury22
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research21
Reconfiguration and transformation for resilience: building service organizations towards sustainability21
The turbulent future of expertise and training markets21
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge20
Financial services experience and consumption in Nigeria19
Improving health service design and delivery for men: does gender targeting matter?19
Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care19
Stepping up, stepping out: the elderly customer long-term health-care experience19
SDG commentary: economic services for work and growth for all humans18
User-defined ecosystems in health and social care18
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity18
Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters17
In this together: the long-term effect of a collective crisis on the retail and service sector17
Virtually present others and their influence on complainants’ follow-ups and firm response16
How do actors coordinate for value creation? A signaling and screening perspective on resource integration16
WOW, the make-up AR app is impressive: a comparative study between China and South Korea16
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)15
In-store augmented reality experiences and its effect on consumer perceptions and behaviour14
How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?13
Necessary evil: a strategy to manage dysfunctional customer behavior13
Transforming health-care service through consumer co-creation: directions for service design13
Viewpoint: the evolving landscape of peer review13
Consumers’ decision-making self-efficacy for service purchases: construct conceptualization and scale13
Investigating the role of metaverse influencers’ attributes for the next generation of services13
Editorial: Embracing the future of services marketing13
Utilitarian motivations to engage with travel websites: an interactive technology adoption model13
Transformation of the hospitality services marketing structure: a chaos theory perspective13
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?12
Does status demotion in hierarchical loyalty programs foster relationship fading?12
The other extreme of the circumplex of emotion: an investigation of consumer outrage12
Usage behavior of mHealth service users in Australia: do user demographics matter?12
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?12
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services12
Editorial: Research priorities in the new service marketplace12
The effects of influencer endorsement services on crowdfunding campaigns12
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior11
Exploring the fear of missing out (FOMO) and customer bonds in service relationships11
Reducing inequalities through strengths-based co-creation: indigenous students’ capabilities and transformative service mediator practices11
SafeCX: a framework for safe customer experience in omnichannel retailing11
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective11
How consumers self-manage service interaction vulnerability to autonomously improve satisfaction modes11
Elevating service research in Africa10
Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities10
The use of implicit measures in service research: Why, how, when and what is the way forward?10
The role of organizational resilience in SME service innovation and value cocreation10
Services as emulation marketing: conceptualization and concerns10
The sorrows of methods researchers10
The role of materialism and social judgment in human-chatbot service interactions10
Managing customer-to-customer interactions: revisiting older models for a fresh perspective10
Commentary: enabling service wisdom for MEA organizations and society10
SDG commentary: services that sustainably manage resources for all humans-the regenerative service economy framework9
Improving donation service design: expanding choice to increase perceived justice and satisfaction9
Consumers’ perceptions of food ethics in luxury dining9
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being9
Experience identification: connecting online engagement to offline loyalty9
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being9
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel9
The effect of perceived threat on online service reviews9
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict9
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