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 2022-05-01 to 2026-05-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	229
How Smart Should a Service Robot Be?	154
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	146
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	136
Brexit and the Services Trade—A Longitudinal Analysis	131
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	130
Reconceptualizing Service Productivity: A Holistic Measurement Framework	98
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	95
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	86
Breaking The Mold: Redefining Service Failure and Recovery	85
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	82
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	68
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	67
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	65
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	65
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	53
Gamification Myopia: Satiation Effects in Gamified Activities	52
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	47
Cultivating Resilience in Organizational Frontline Employees	46
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	43
Peak Event Self-Scheduling: Implications for Service Demand Management	42
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	42
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences	37
How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media	36
AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	33

Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33
Service-Dominant Logic in the AI Era	33
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework	31
Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens	30
Pathways to Service System Smartness for Firms	30
Affect-Based Well-Being in Caring Practices with Companion Robots	30
Shaping Circular Service Ecosystems	27
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	27
Optimizing Service Productivity With Substitutable and Limited Resources	26
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	25
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	24
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	23
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	23
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	22
Artificial Intelligence as a Service, Economic Growth, and Well-Being	21