OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Management is 27. 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 2021-04-01 to 2025-04-01.)

Article	Citations
The origins of digital service innovation (DSI): systematic review of ontology and future research agenda	201
Some agents are more similar than others: customer orientation of frontline robots and employees	158
Designing augmented reality services for enhanced customer experiences in retail	147
A 5C model of responsible service leadership: learning from living systems to play the infinite game	117
Delineating transformative value creation through service communications: an integrative framework	115
Research on service frontline employees: a science – practice perspective	94
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda	91
Piloting personalization research through data-rich environments: a literature review and future research agenda	76
The nature of actor engagement intensity: a classification scheme	75
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	75
Employee-(ro)bot collaboration in service: an interdependence perspective	66
Frontline employee expectations on working with physical robots in retailing	58
Learning from the pioneering founders of the service research field	56
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	49
Programmatic advertising in online retailing: consumer perceptions and future avenues	48
The olfactory experience (in retail) scale: construction, validation and generalization	48
Designing the service delivery system for prevention-oriented goals: insights from two case studies	45
The effect of language style in online reviews on consumers’ word-of-mouth recommendations	42
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	41
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots	35
Crisis communication in service ecosystems: perspectives and future challenges	35
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation	33
Transcendent service management	30
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement	29
The nature and fundamental elements of digital service innovation	29

Towards a theory of brand love in services: the power of identity and social relationships	29
International resource configuration of product-related services in the digital age – An analysis of its antecedents	29