OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 8. 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 2021-11-01 to 2025-11-01.)

Article	Citations
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	214
Delineating transformative value creation through service communications: an integrative framework	203
The olfactory experience (in retail) scale: construction, validation and generalization	125
The nature and fundamental elements of digital service innovation	120
Research on service frontline employees: a science – practice perspective	94
Institutional dissonance and innovation: higher education from a service ecosystems perspective	83
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	67
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	67
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	63
Guest editorial: Opportunities and challenges at the crossroads of communication and services	54
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	47
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	47
Exploring customer engagement tensions when pursuing responsible business practices	47
Service robot–employee task allocation strategies: well-being within the intrusion challenge	46
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	45
To do or not to do? A typology of ethical dilemmas in services (TEDS)	45
Opportunities for social activism in transformative service research: a research agenda	44
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	44
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	41
Realizing the economic and circular potential of sharing business models by engaging consumers	39
Self-service technology recovery: the importance of psychological need support	38
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	36
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	35
Communication in service ecosystems through value propositions: dilemmas and future research avenues	34
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	33

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	33
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	33
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	32
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	30
A holistic framework for sustainable service technology: insights from Eastern philosophies	30
A research agenda at the intersection of sport sponsorship and service	29
Towards a theory of brand love in services: the power of identity and social relationships	28
Technologies in service communication: looking forward	26
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	24
Frontline employee expectations on working with physical robots in retailing	23
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	23
Learning from the pioneering founders of the service research field	23
Understanding and managing engagement journeys	21
The event study methodology: a pathway to financial insights about service management	21
Beyond templates: methodological reporting practices and their impact in qualitative service research	20
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	20
The role of recommender systems in fostering consumers' long-term platform engagement	20
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	20
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	20
Co-creation in healthcare: framing the outcomes and their determinants	20
To automate or not to automate? A contingency approach to service automation	19
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	18
Digital service innovation challenges faced during servitization: a multi-level perspective	17
Theorising brand aura	17
Unfolding the simple heuristics of smart solution development	17
Reuse of service concept elements for modular service design	16
Better together: involving consumers in the ideation, creation and dissemination of transformative value	15
Understanding service performance of frontline employees from employee–AI interaction perspective	15
How does service robot anthropomorphism affect human co-workers?	14
How task objectivity shapes customer responses to robot service failure	14
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation	14
Exploring the influence of service employees' characteristics on their willingness to work with service robots	14
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	14
Service system well-being: scale development and validation	14
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	14
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	14
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	14
Piloting personalization research through data-rich environments: a literature review and future research agenda	13
Transformative value positioning for service brands: key principles and challenges	13
Reflections and predictions on effects of COVID-19 pandemic on retailing	13
Employee-(ro)bot collaboration in service: an interdependence perspective	13
To serve and protect: a typology of service robots and their role in physically safe services	12
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	12
Customer fairness perceptions in augmented reality-based online services	12
Linking servicescape and experiencescape: creating a collective focus for the service industry	11
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	11
Value co-creation through social media: a multistakeholder, communication perspective	11
The sound of progress: AI voice agents in service	11
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	11
Service virtuousness: implementing the very best of human qualities in service delivery	10

Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	10
Navigating the emergence of brand meaning in service ecosystems	10
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	10
The role of public relations in shaping service ecosystems for social change	10
Responsible aging: integrating individual and intergenerational well-being	10
A 5C model of responsible service leadership: learning from living systems to play the infinite game	9
Building organizational resilience with digital transformation	9
Designing the service delivery system for prevention-oriented goals: insights from two case studies	9
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	9
Designing augmented reality services for enhanced customer experiences in retail	9
Beyond replacement: human-machine collaboration in the age of AI	9
Guest editorial: Digital service innovation: ontology, context and theory	8
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	8
Digital service innovation: a paradigm shift in technological innovation	8
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	8