OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 18. 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 2021-10-01 to 2025-10-01.)

Article	Citations
Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services	161
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	115
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	110
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	99
How Smart Should a Service Robot Be?	87
Brexit and the Services Trade—A Longitudinal Analysis	78
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	72
Breaking The Mold: Redefining Service Failure and Recovery	66
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	64
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	59
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	57
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	52
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	46
Vital Service Captivity: Coping Strategies and Identity Negotiation	44
To go or to let it go: A regulatory focus perspective on Bundle Consumption	43
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	42
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	40
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	38
Cultivating Resilience in Organizational Frontline Employees	38
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	37
Gamification Myopia: Satiation Effects in Gamified Activities	35
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	35
Peak Event Self-Scheduling: Implications for Service Demand Management	34
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	31
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	30

Free-to-Fee Transformation of Industrial Services	29
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	29
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	26
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	25
Optimizing Service Productivity With Substitutable and Limited Resources	23
Food Experience Design to Prevent Unintended Consequences and Improve Well-being	23
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	21
Shaping Circular Service Ecosystems	20
Pathways to Service System Smartness for Firms	20
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	20
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	18
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	18
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	18