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 2021-08-01 to 2025-08-01.)

Article	Citations
The olfactory experience (in retail) scale: construction, validation and generalization	253
Delineating transformative value creation through service communications: an integrative framework	184
Research on service frontline employees: a science – practice perspective	177
The nature and fundamental elements of digital service innovation	138
Institutional dissonance and innovation: higher education from a service ecosystems perspective	117
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	109
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	92
Exploring customer engagement tensions when pursuing responsible business practices	87
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	75
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	71
Guest editorial: Opportunities and challenges at the crossroads of communication and services	63
To do or not to do? A typology of ethical dilemmas in services (TEDS)	62
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory	55
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	53
Service robot–employee task allocation strategies: well-being within the intrusion challenge	46
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	41
Opportunities for social activism in transformative service research: a research agenda	40
Self-service technology recovery: the importance of psychological need support	40
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	38
Realizing the economic and circular potential of sharing business models by engaging consumers	38
Algorithmic branding through platform assemblages: core conceptions and research directions for a new era of marketing and service management	37
Communication in service ecosystems through value propositions: dilemmas and future research avenues	37
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	35
A holistic framework for sustainable service technology: insights from Eastern philosophies	34
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	34

Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity	33
Frontline employee expectations on working with physical robots in retailing	33
Learning from the pioneering founders of the service research field	30
Technologies in service communication: looking forward	29
Towards a theory of brand love in services: the power of identity and social relationships	29
A research agenda at the intersection of sport sponsorship and service	29
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	28
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms	28
The event study methodology: a pathway to financial insights about service management	28
Understanding and managing engagement journeys	27
Figures in the carpet of branding	24
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	24
Beyond templates: methodological reporting practices and their impact in qualitative service research	23
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	21
Co-creation in healthcare: framing the outcomes and their determinants	20
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	20
To automate or not to automate? A contingency approach to service automation	20
The role of recommender systems in fostering consumers' long-term platform engagement	19
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study	19
Unfolding the simple heuristics of smart solution development	19