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 2022-06-01 to 2026-06-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	238
How Smart Should a Service Robot Be?	148
Brexit and the Services Trade—A Longitudinal Analysis	141
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	138
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	104
Reconceptualizing Service Productivity: A Holistic Measurement Framework	89
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	88
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	88
Breaking The Mold: Redefining Service Failure and Recovery	73
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	70
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	69
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	67
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	56
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	56
Cultivating Resilience in Organizational Frontline Employees	48
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	47
Gamification Myopia: Satiation Effects in Gamified Activities	46
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	45
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	45
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Peak Event Self-Scheduling: Implications for Service Demand Management	37
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	35
Affect-Based Well-Being in Caring Practices with Companion Robots	34
Service-Dominant Logic in the AI Era	34
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33

AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	32
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	29
Pathways to Service System Smartness for Firms	28
Shaping Circular Service Ecosystems	27
Optimizing Service Productivity With Substitutable and Limited Resources	27
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	25
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	24
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	24
Artificial Intelligence as a Service, Economic Growth, and Well-Being	22
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	22
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	20
Customer-to-Customer Misbehavior Magnitude: Dimensions and Typology	20
Conscious Empathic AI in Service	19
Specialist, Generalist, or Both? How Chief Marketing Officers’ Career Experiences Shape the Pace of Service Innovation	19
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	18
Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines	18
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	17
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	17
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	16
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	16
Customer Perceived Value: A Comprehensive Meta-analysis	15
Witnessing Consumer Incivility Toward Service Employees: Pity, Support, and Tipping Behavior	15
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	14
Service Design for Humanitarian Value	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
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	13
Using Information-Seeking Argument Mining to Improve Service	13
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	13
The Role of Customer Relationship Vulnerability in Service Recovery	12
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	12
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	12
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	12
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	12
Persistence of Contested Value Cocreation Practices	12
Immersive Experience: Aligning Service Design and Psychological Engagement	11
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	11
The Impacts, Dynamics, and Effects of a Spatially Separated Service for Service Providers and Users Experiencing Vulnerability	10
Corporate Digital Responsibility in Service Firms and Their Ecosystems	10
Frontline Employee Improvisation: Uncovering Its Meaning, Practice, and Impact in Service Industries	10
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	10
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	10
The Influence of Employee Accent on Customer Participation in Services	10
Empathetic AI Encounters: Pathways to Prosocial Behavior	9
Multilevel Value Co-Creation Within Key Accounts	9
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	9
GenAI-Infused Service Delivery: Micro-Level Augmentation Patterns at the Service Frontline	8

In Reply: Where Reshaping Communications in Healthcare Service Begins	8
Will Frontline Employees Feel Betrayed When Firms are Unjust to Customers? A Trickle-In Effect via Role Conflict	8
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	8
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	8