OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management 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 2021-06-01 to 2025-06-01.)

Article	Citations
The nature and fundamental elements of digital service innovation	235
Delineating transformative value creation through service communications: an integrative framework	172
The olfactory experience (in retail) scale: construction, validation and generalization	167
Research on service frontline employees: a science – practice perspective	129
Institutional dissonance and innovation: higher education from a service ecosystems perspective	127
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	106
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	97
Service robot–employee task allocation strategies: well-being within the intrusion challenge	88
To do or not to do? A typology of ethical dilemmas in services (TEDS)	84
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	78
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	73
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	60
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	59
Guest editorial: Opportunities and challenges at the crossroads of communication and services	58
Exploring customer engagement tensions when pursuing responsible business practices	53
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	51
Opportunities for social activism in transformative service research: a research agenda	47
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	46
Self-service technology recovery: the importance of psychological need support	39
Realizing the economic and circular potential of sharing business models by engaging consumers	38
Communication in service ecosystems through value propositions: dilemmas and future research avenues	36
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	36
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	35
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	33
A holistic framework for sustainable service technology: insights from Eastern philosophies	33

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	33
A research agenda at the intersection of sport sponsorship and service	31
Technologies in service communication: looking forward	30
Learning from the pioneering founders of the service research field	28
Frontline employee expectations on working with physical robots in retailing	28
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	28
Towards a theory of brand love in services: the power of identity and social relationships	27
The event study methodology: a pathway to financial insights about service management	26
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	26
Understanding and managing engagement journeys	25
Figures in the carpet of branding	25
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	24
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	23
Beyond templates: methodological reporting practices and their impact in qualitative service research	22
Co-creation in healthcare: framing the outcomes and their determinants	21
ActS – Service design based on human activity sets	20
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	20
Unfolding the simple heuristics of smart solution development	19
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	19
Conceptualising employee involvement in service innovation: an integrative review	19