OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Research is 19. 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 2022-06-01 to 2026-06-01.)

Article	Citations
Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals	238
How Smart Should a Service Robot Be?	148
Brexit and the Services Trade—A Longitudinal Analysis	141
Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers	138
Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies	104
Reconceptualizing Service Productivity: A Holistic Measurement Framework	89
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures	88
The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services	88
Breaking The Mold: Redefining Service Failure and Recovery	73
Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers	70
Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective	69
AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction	67
Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production	56
Unlocking the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process	56
Cultivating Resilience in Organizational Frontline Employees	48
Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making	47
Gamification Myopia: Satiation Effects in Gamified Activities	46
Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It	45
Beyond Money: How Social Motives Drive Green Purchases in the Sharing Economy	45
The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service	40
Peak Event Self-Scheduling: Implications for Service Demand Management	37
Evaluating the Impact of Telemedicine Services on Community Health: A County-Level Analysis	35
Affect-Based Well-Being in Caring Practices with Companion Robots	34
Service-Dominant Logic in the AI Era	34
Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces	33

AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters	32
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	29
Pathways to Service System Smartness for Firms	28
Shaping Circular Service Ecosystems	27
Optimizing Service Productivity With Substitutable and Limited Resources	27
Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities	25
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes	25
Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations	24
Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions	24
Artificial Intelligence as a Service, Economic Growth, and Well-Being	22
How Do Institutional Forces Promote Social Actions in Life-Threatening Events?	22
Customer-to-Customer Misbehavior Magnitude: Dimensions and Typology	20
Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination	20
Specialist, Generalist, or Both? How Chief Marketing Officers’ Career Experiences Shape the Pace of Service Innovation	19
Conscious Empathic AI in Service	19