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 2021-08-01 to 2025-08-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	139
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	131
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	108
Brexit and the Services Trade—A Longitudinal Analysis	102
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	92
How Smart Should a Service Robot Be?	77
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	70
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	61
Breaking The Mold: Redefining Service Failure and Recovery	60
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	55
To go or to let it go: A regulatory focus perspective on Bundle Consumption	53
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	52
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	47
Vital Service Captivity: Coping Strategies and Identity Negotiation	45
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	39
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	39
Gamification Myopia: Satiation Effects in Gamified Activities	38
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	36
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	35
Cultivating Resilience in Organizational Frontline Employees	35
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	33
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	32
Free-to-Fee Transformation of Industrial Services	32
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	30
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	30

AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	29
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	29
Optimizing Service Productivity With Substitutable and Limited Resources	28
Shaping Circular Service Ecosystems	26
Pathways to Service System Smartness for Firms	25
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	24
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	23
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	22
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	20
Artificial Intelligence as a Service, Economic Growth, and Well-Being	20
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	20
Conscious Empathic AI in Service	19
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	19
Customer–Salesperson Price Negotiations During Exceptional Demand Contractions	17
Building Reflexivity Using Service Design Methods	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
Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots	17
Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services	15
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters	15
Customer Engagement in Utilitarian vs. Hedonic Service Contexts	15
Customer Perceived Value: A Comprehensive Meta-analysis	14
Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors	13
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals	13
Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams	13
Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework	12
Using Information-Seeking Argument Mining to Improve Service	12
Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness	11
Drivers and Hinderers of (Un)Sustainable Service: A Systems View	11
Persistence of Contested Value Cocreation Practices	11
The Role of Customer Relationship Vulnerability in Service Recovery	10
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	10
From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload	10
Moving Service Research Forward	10
Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem	9
The Influence of Employee Accent on Customer Participation in Services	9
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	9
Corporate Digital Responsibility in Service Firms and Their Ecosystems	9
It is Really Not a Game: An Integrative Review of Gamification for Service Research	9
Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services	9
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	9
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	9
Multilevel Value Co-Creation Within Key Accounts	8
A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems	7
Open Science: A Review of Its Effectiveness and Implications for Service Research	7
A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities	7
Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences	7
The Effect of Delivery Time on Repurchase Behavior in Quick Commerce	7
From Premium to Mass: How Service Robots Shift Brand Premiumness	7

Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	7
Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent	7
In Reply: Where Reshaping Communications in Healthcare Service Begins	7
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers	7