OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 21. 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 2022-01-01 to 2026-01-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	191
Brexit and the Services Trade—A Longitudinal Analysis	131
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	124
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	115
How Smart Should a Service Robot Be?	100
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	99
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	81
Breaking The Mold: Redefining Service Failure and Recovery	76
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	74
Reconceptualizing Service Productivity: A Holistic Measurement Framework	71
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	60
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	59
To go or to let it go: A regulatory focus perspective on Bundle Consumption	58
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	51
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	50
Gamification Myopia: Satiation Effects in Gamified Activities	49
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	46
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	45
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	42
Cultivating Resilience in Organizational Frontline Employees	42
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	41
Peak Event Self-Scheduling: Implications for Service Demand Management	36
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	34
Affect-Based Well-Being in Caring Practices with Companion Robots	34
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	30

Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	27
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	27
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	26
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	26
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	26
Shaping Circular Service Ecosystems	25
Optimizing Service Productivity With Substitutable and Limited Resources	24
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	24
Pathways to Service System Smartness for Firms	22
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	22
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	22
Artificial Intelligence as a Service, Economic Growth, and Well-Being	21
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	21
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	21