Journal of Service Management

Papers
(The TQCC of Journal of Service Management is 17. 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.)
ArticleCitations
The origins of digital service innovation (DSI): systematic review of ontology and future research agenda201
Some agents are more similar than others: customer orientation of frontline robots and employees158
Designing augmented reality services for enhanced customer experiences in retail147
A 5C model of responsible service leadership: learning from living systems to play the infinite game117
Delineating transformative value creation through service communications: an integrative framework115
Research on service frontline employees: a science – practice perspective94
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda91
Piloting personalization research through data-rich environments: a literature review and future research agenda76
The nature of actor engagement intensity: a classification scheme75
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity75
Employee-(ro)bot collaboration in service: an interdependence perspective66
Frontline employee expectations on working with physical robots in retailing58
Learning from the pioneering founders of the service research field56
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research49
The olfactory experience (in retail) scale: construction, validation and generalization48
Programmatic advertising in online retailing: consumer perceptions and future avenues48
Designing the service delivery system for prevention-oriented goals: insights from two case studies45
The effect of language style in online reviews on consumers’ word-of-mouth recommendations42
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms41
Crisis communication in service ecosystems: perspectives and future challenges35
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots35
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation33
Transcendent service management30
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement29
The nature and fundamental elements of digital service innovation29
Towards a theory of brand love in services: the power of identity and social relationships29
International resource configuration of product-related services in the digital age – An analysis of its antecedents29
Technologies in service communication: looking forward26
Transformative value positioning for service brands: key principles and challenges26
Patterns of business model innovation for advancing IoT platforms25
Customer acceptance of frontline service robots in retail banking: A qualitative approach25
Carsharing: a systematic literature review and research agenda24
Reflections and predictions on effects of COVID-19 pandemic on retailing24
Digital service innovation: a paradigm shift in technological innovation24
A research agenda at the intersection of sport sponsorship and service22
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots21
Living and working with service robots: a TCCM analysis and considerations for future research21
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?21
A holistic framework for sustainable service technology: insights from Eastern philosophies20
Content versus community focus in live streaming services: how to drive engagement in synchronous social media19
Giving form to future branding realities19
A processual view on sustainability transitions in service ecosystems17
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape17
The role of proximity in omnichannel customer experience: a service logic perspective17
An experiential perspective on uncertainty in peer-to-peer platform services17
Institutional dissonance and innovation: higher education from a service ecosystems perspective17
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