OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Research is 8. 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 2022-05-01 to 2026-05-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	229
How Smart Should a Service Robot Be?	154
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	146
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	136
Brexit and the Services Trade—A Longitudinal Analysis	131
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	130
Reconceptualizing Service Productivity: A Holistic Measurement Framework	98
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	95
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	86
Breaking The Mold: Redefining Service Failure and Recovery	85
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	82
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	68
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	67
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	65
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	65
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	53
Gamification Myopia: Satiation Effects in Gamified Activities	52
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	47
Cultivating Resilience in Organizational Frontline Employees	46
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	43
Peak Event Self-Scheduling: Implications for Service Demand Management	42
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	42
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	37
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	36
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	33

Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33
Service-Dominant Logic in the AI Era	33
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	31
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	30
Pathways to Service System Smartness for Firms	30
Affect-Based Well-Being in Caring Practices with Companion Robots	30
Shaping Circular Service Ecosystems	27
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	27
Optimizing Service Productivity With Substitutable and Limited Resources	26
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	25
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	24
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	23
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	23
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	22
Artificial Intelligence as a Service, Economic Growth, and Well-Being	21
Conscious Empathic AI in Service	20
Specialist, Generalist, or Both? How Chief Marketing Officers’ Career Experiences Shape the Pace of Service Innovation	20
Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services	20
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters	18
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	17
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	17
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	17
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	17
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	17
Customer Perceived Value: A Comprehensive Meta-analysis	16
Service Design for Humanitarian Value	16
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	15
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	14
Response of Service Employees to New Organizational Goals Without Specified Rewards: A Quasi-Experiment	14
Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams	14
Witnessing Consumer Incivility Toward Service Employees: Pity, Support, and Tipping Behavior	14
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	13
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	13
Persistence of Contested Value Cocreation Practices	13
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	12
Using Information-Seeking Argument Mining to Improve Service	12
The Role of Customer Relationship Vulnerability in Service Recovery	11
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	11
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	11
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	11
The Influence of Employee Accent on Customer Participation in Services	11
Immersive Experience: Aligning Service Design and Psychological Engagement	11
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	11
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	10
GenAI-Infused Service Delivery: Micro-Level Augmentation Patterns at the Service Frontline	9
Frontline Employee Improvisation: Uncovering Its Meaning, Practice, and Impact in Service Industries	9
Multilevel Value Co-Creation Within Key Accounts	9
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	9
Corporate Digital Responsibility in Service Firms and Their Ecosystems	9
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	9

Empathetic AI Encounters: Pathways to Prosocial Behavior	9
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities	8
In Reply: Where Reshaping Communications in Healthcare Service Begins	8
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	8
From Premium to Mass: How Service Robots Shift Brand Premiumness	8
Will Frontline Employees Feel Betrayed When Firms are Unjust to Customers? A Trickle-In Effect via Role Conflict	8