OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Management is 5. 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
The olfactory experience (in retail) scale: construction, validation and generalization	140
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	71
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	63
The nature and fundamental elements of digital service innovation	63
Institutional dissonance and innovation: higher education from a service ecosystems perspective	63
Research on service frontline employees: a science – practice perspective	63
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	59
University–industry collaboration for AI-driven service innovation	57
Guest editorial: Opportunities and challenges at the crossroads of communication and services	55
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	50
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	49
Addressing vulnerability in customer experience with AI-agents	49
To do or not to do? A typology of ethical dilemmas in services (TEDS)	40
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	36
Exploring customer engagement tensions when pursuing responsible business practices	34
Service robot–employee task allocation strategies: well-being within the intrusion challenge	33
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Self-service technology recovery: the importance of psychological need support	28
Realizing the economic and circular potential of sharing business models by engaging consumers	27
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	27
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	26
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	26
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	25
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	22
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	21

Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	21
A research agenda at the intersection of sport sponsorship and service	20
A holistic framework for sustainable service technology: insights from Eastern philosophies	20
Frontline employee expectations on working with physical robots in retailing	20
Technologies in service communication: looking forward	20
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	19
Learning from the pioneering founders of the service research field	19
Understanding and managing engagement journeys	18
From support to empowerment: AI-enabled transformative service for positive aging	18
Beyond templates: methodological reporting practices and their impact in qualitative service research	18
The event study methodology: a pathway to financial insights about service management	18
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	17
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	17
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	17
Digital service innovation challenges faced during servitization: a multi-level perspective	16
Co-creation in healthcare: framing the outcomes and their determinants	16
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment	15
Understanding AI service failures: insights from attribution theory	15
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	15
To automate or not to automate? A contingency approach to service automation	15
How does service robot anthropomorphism affect human co-workers?	14
Reuse of service concept elements for modular service design	14
How task objectivity shapes customer responses to robot service failure	13
Understanding service performance of frontline employees from employee–AI interaction perspective	13
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics	13
Exploring the influence of service employees' characteristics on their willingness to work with service robots	13
Navigating circular economy adoption: a service ecosystem perspective	13
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	13
Piloting personalization research through data-rich environments: a literature review and future research agenda	12
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration	12
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research	12
Reflections and predictions on effects of COVID-19 pandemic on retailing	12
Assertive or submissive? How consumers respond to different dominance patterns in smart voice-based service encounters	12
Measuring customer perceptions of innovativeness	12
The innovation–sustainability nexus: how communication channels shape perceptions and outcomes	12
The cheap back office becomes a transformation driver: managing ambidexterity in shared services	11
I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations	10
From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices	10
The sound of progress: AI voice agents in service	9
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research	8
A Transformative Service Research viewpoint on responsible aging	8
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation	8
Services for older adults: challenges and opportunities in the longevity economy	8
Service virtuousness: implementing the very best of human qualities in service delivery	8
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom	7
Navigating digital servitization in manufacturing SMEs through value propositions	7
Critical engagement as social-justice-informed public service management: transcending the resistance framework	7
Gameful affordance management for engagement and retention (GAMER) framework: organizational practices to manage consumer affordances in gamified services	7
Beyond replacement: human-machine collaboration in the age of AI	6
Responsible aging: integrating individual and intergenerational well-being	6

A 5C model of responsible service leadership: learning from living systems to play the infinite game	6
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability	6
Designing augmented reality services for enhanced customer experiences in retail	5
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees	5
Elevating the human experience through service standards: insights from the global refugee crisis	5
Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability	5
Designing the service delivery system for prevention-oriented goals: insights from two case studies	5
Balancing truth and lies: ethical management of AI in service encounters	5