OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management is 26. 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 2020-04-01 to 2024-04-01.)

Article	Citations
Beyond panic buying: consumption displacement and COVID-19	241
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic	196
Reframing service innovation: COVID-19 as a catalyst for imposed service innovation	146
Adapting research methodology during COVID-19: lessons for transformative service research	137
The influence of social distancing on employee well-being: a conceptual framework and research agenda	124
A transformative supply chain response to COVID-19	121
Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond	116
Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda	114
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness	101
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being	94
Luxury services	87
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts	84
Restrict, clean and protect: signaling consumer safety during the pandemic and beyond	72
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings	68
Service robots, agency and embarrassing service encounters	68
Managing the human–chatbot divide: how service scripts influence service experience	65
Dynamics of wellbeing co-creation: a psychological ownership perspective	61
Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems	61
Digital service innovation: a paradigm shift in technological innovation	53
Building organizational resilience with digital transformation	52
Elevating the human experience (HX) through service research collaborations: introducing ServCollab	50
Prosumers in times of crisis: definition, archetypes and implications	48
AI feel you: customer experience assessment via chatbot interviews	48
How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis	46
Understanding the customer experience with smart services	46

Engaging in times of COVID-19 and beyond: theorizing customer engagement through different paradigmatic lenses	45
Carsharing: a systematic literature review and research agenda	43
The service triad: an empirical study of service robots, customers and frontline employees	40
The impact of service innovation on firm performance: a meta-analysis	40
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots	40
Transforming into a platform provider: strategic options for industrial smart service providers	38
The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services	37
Customer delight during a crisis: understanding delight through the lens of transformative service research	36
Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona	36
Living and working with service robots: a TCCM analysis and considerations for future research	33
Linking servicescape and experiencescape: creating a collective focus for the service industry	33
Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective	33
Why customers and peer service providers do not participate in collaborative consumption	33
Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement	31
Gamifying the digital shopping experience: games without monetary participation incentives increase customer satisfaction and loyalty	30
Content versus community focus in live streaming services: how to drive engagement in synchronous social media	30
Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate	28
Service journey quality: conceptualization, measurement and customer outcomes	28
Transformative value and the role of involvement in gamification and serious games for well-being	27
Toward a goal-oriented view of customer journeys	27
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation	27
Customers' contamination concerns: an integrative framework and future prospects for service management	26