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 2021-08-01 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
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	39
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	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
Cultivating Resilience in Organizational Frontline Employees	35
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	35
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	33
Free-to-Fee Transformation of Industrial Services	32
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	32
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	30
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	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