OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Research is 7. 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 2021-10-01 to 2025-10-01.)

Article	Citations
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	161
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	115
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	110
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	99
How Smart Should a Service Robot Be?	87
Brexit and the Services Trade—A Longitudinal Analysis	78
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	72
Breaking The Mold: Redefining Service Failure and Recovery	66
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	64
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	59
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	57
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	52
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	46
Vital Service Captivity: Coping Strategies and Identity Negotiation	44
To go or to let it go: A regulatory focus perspective on Bundle Consumption	43
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	42
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	40
Cultivating Resilience in Organizational Frontline Employees	38
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	38
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	37
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	35
Gamification Myopia: Satiation Effects in Gamified Activities	35
Peak Event Self-Scheduling: Implications for Service Demand Management	34
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	31
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	30

Free-to-Fee Transformation of Industrial Services	29
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	29
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	26
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	25
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	23
Optimizing Service Productivity With Substitutable and Limited Resources	23
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	21
Pathways to Service System Smartness for Firms	20
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	20
Shaping Circular Service Ecosystems	20
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	18
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	18
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	18
Conscious Empathic AI in Service	17
Artificial Intelligence as a Service, Economic Growth, and Well-Being	17
Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services	17
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters	16
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	16
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	16
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	14
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	13
Customer Perceived Value: A Comprehensive Meta-analysis	13
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	13
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	12
Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams	12
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	12
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	12
Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness	11
Using Information-Seeking Argument Mining to Improve Service	11
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	10
Persistence of Contested Value Cocreation Practices	10
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	10
The Role of Customer Relationship Vulnerability in Service Recovery	10
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	10
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	10
Corporate Digital Responsibility in Service Firms and Their Ecosystems	9
The Influence of Employee Accent on Customer Participation in Services	9
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	9
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	9
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	9
It is Really Not a Game: An Integrative Review of Gamification for Service Research	9
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	9
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	8
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	8
Multilevel Value Co-Creation Within Key Accounts	8
In Reply: Where Reshaping Communications in Healthcare Service Begins	7
Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	7
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities	7
Open Science: A Review of Its Effectiveness and Implications for Service Research	7

Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences	7
From Premium to Mass: How Service Robots Shift Brand Premiumness	7