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 2020-05-01 to 2024-05-01.)

Article	Citations
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature	215
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?	172
Service Research Priorities: Managing and Delivering Service in Turbulent Times	130
Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues	130
Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda	130
Replaced by a Robot: Service Implications in the Age of the Machine	122
Rise of the Machines? Customer Engagement in Automated Service Interactions	88
Service Research Priorities: Designing Sustainable Service Ecosystems	74
Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality	71
Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks	66
Service Safety in the Pandemic Age	64
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review	59
From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions	58
Corporate Digital Responsibility in Service Firms and Their Ecosystems	54
Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships	53
How Smart Should a Service Robot Be?	50
The Future of B2B Customer Solutions in a Post-COVID-19 Economy: Managerial Issues and an Agenda for Academic Inquiry	48
Avatar Design of Virtual Salespeople: Mitigation of Recommendation Conflicts	47
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence	40
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability	38
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service	38
Enacting Professional Service Work in Times of Digitalization and Potential Disruption	34
A Strategic Framework for Task Automation in Professional Services	34
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach	33
Mapping of Journal of Service Research Themes: A 22-Year Review	32

Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles	30
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces	28
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments	28
When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees	25
Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective	22
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure	22
Unintended Consequences in Transformative Service Research: Helping Without Harming	21
It is Really Not a Game: An Integrative Review of Gamification for Service Research	21
Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem	21
Harvesting Online Reviews to Identify the Competitor Set in a Service Business: Evidence From the Hotel Industry	21
Artificial Emotions and Love and Sex Doll Service Workers	20
Moving Service Research Forward	19
Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers	19
Artificial Intelligence as a Service, Economic Growth, and Well-Being	19
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence	18
How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?	18
Service Robots in Long-Term Care: A Consumer-Centric View	18
The Service-Profit Chain: Reflections, Revisions, and Reimaginations	18