OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 17. 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 2021-04-01 to 2025-04-01.)

Article	Citations
Optimizing Service Productivity With Substitutable and Limited Resources	194
The Impacts of Supervisor Support on Employee Service Performance: A Change Perspective	120
Pathways to Service System Smartness for Firms	100
A Rejection-Based Model of Partial Service Termination and its Impact on Unprofitable Customers	87
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment	86
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	76
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	63
Countering Virtual Brand Sabotage: The Power of Informative Responses	55
Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers	54
Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction	47
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers	45
Modular Service Design of Information Technology-Enabled Services	45
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	43
The Role of Customer Relationship Vulnerability in Service Recovery	42
Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure?	37
Robots Are Here to Stay: Time to Invest in a Future We Actually Want to Live In	34
Moving Service Research Forward	33
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers	29
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach	29
Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design	28
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability	28
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	28
Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market	28
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery	27
Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places	26

Shaping Circular Service Ecosystems	26
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	26
Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations	25
The Influence of Employee Accent on Customer Participation in Services	25
An Inconvenient Truth: Understanding Service Inconvenience in Digital Platforms	23
The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts	23
Reductions in Customer Commitment: An Empirical Study on Pure Downgrade versus Hybrid Downgrade	23
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	21
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	21
The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness	21
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery	20
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	19
Despotic Leadership and Front-Line Employee Deviant Work Behaviors in Service Organizations: The Roles of Moral Disengagement and Moral Identity	18
Brexit and the Services Trade—A Longitudinal Analysis	18
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	18
Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets	17