OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 7. 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
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	75
The nature of actor engagement intensity: a classification scheme	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
Technologies in service communication: looking forward	26
Transformative value positioning for service brands: key principles and challenges	26
Patterns of business model innovation for advancing IoT platforms	25
Customer acceptance of frontline service robots in retail banking: A qualitative approach	25
Carsharing: a systematic literature review and research agenda	24
Reflections and predictions on effects of COVID-19 pandemic on retailing	24
Digital service innovation: a paradigm shift in technological innovation	24
A research agenda at the intersection of sport sponsorship and service	22
Living and working with service robots: a TCCM analysis and considerations for future research	21
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	21
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	21
A holistic framework for sustainable service technology: insights from Eastern philosophies	20
Giving form to future branding realities	19
Content versus community focus in live streaming services: how to drive engagement in synchronous social media	19
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	17
The role of proximity in omnichannel customer experience: a service logic perspective	17
An experiential perspective on uncertainty in peer-to-peer platform services	17
Institutional dissonance and innovation: higher education from a service ecosystems perspective	17
A processual view on sustainability transitions in service ecosystems	17
The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts	16
How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands	16
To serve and protect: a typology of service robots and their role in physically safe services	16
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	15
Hybrid human–robot teams in the frontline: automated social presence and the role of corrective interrogation	14
AI concierge in the customer journey: what is it and how can it add value to the customer?	13
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes	13
Understanding and managing engagement journeys	13
Why should I trust you? Influence of explanation design on consumer behavior in AI-based services	13
Guest editorial: Digital service innovation: ontology, context and theory	12
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	12
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes	12
Fluent voice, credible choice – how language embodiment and consumption goals shape voice commerce success	11
Augmented reality magic mirror in the service sector: experiential consumption and the self	11
The service triad: an empirical study of service robots, customers and frontline employees	10
How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification	10
Service robots, agency and embarrassing service encounters	10
Gamified promotions in shopping apps: can effort justification and regret explain their positive effects?	10
Elevating the human experience through service standards: insights from the global refugee crisis	10
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	10
Guest editorial: Opportunities and challenges at the crossroads of communication and services	9
Should we cooperate? Game theory insights for servitization	9
Spiraling between learning and alignment toward digital service innovation	9
Co-creation in healthcare: framing the outcomes and their determinants	9
Figures in the carpet of branding	9
Guest editorial: Evolutions and disruptions in retailing service through digital transformation	9
Service design in healthcare: a segmentation-based approach	9
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	9
Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting	8

Exploring customer engagement tensions when pursuing responsible business practices	8
Service journey quality: conceptualization, measurement and customer outcomes	8
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	8
To do or not to do? A typology of ethical dilemmas in services (TEDS)	8
Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation	8
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	7
Beyond templates: methodological reporting practices and their impact in qualitative service research	7
Understanding service ecosystem dynamics: a typology	7
Rethinking nonprofit service disintermediation through service communication interactions	7
Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings	7