OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Management is 15. 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 2022-08-01 to 2026-08-01.)

Article	Citations
Research on service frontline employees: a science – practice perspective	165
Guest editorial: How value cocreation and innovation drive service ecosystem evolution	79
The nature and fundamental elements of digital service innovation	78
Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape	70
University–industry collaboration for AI-driven service innovation	69
Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service	69
Institutional dissonance and innovation: higher education from a service ecosystems perspective	67
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption	61
Exploring customer engagement tensions when pursuing responsible business practices	59
Addressing vulnerability in customer experience with AI-agents	50
To do or not to do? A typology of ethical dilemmas in services (TEDS)	43
Service robot–employee task allocation strategies: well-being within the intrusion challenge	41
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes	37
Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform	36
Self-service technology recovery: the importance of psychological need support	35
Value cocreation and innovation involving consumers and providers interacting with technology: a digital ethnographic study of online mental health forums	31
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship	29
Alexa, it’s not just us! Voice commerce through the lens of service providers and consumers	29
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption	28
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms	27
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda	26
Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research	26
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers	25
Frontline employee expectations on working with physical robots in retailing	24
Learning from the pioneering founders of the service research field	24

A research agenda at the intersection of sport sponsorship and service	23
A holistic framework for sustainable service technology: insights from Eastern philosophies	23
The event study methodology: a pathway to financial insights about service management	22
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?	22
An empirics-first approach to problem formulation in service research: an illustration using the Cynefin framework	21
From support to empowerment: AI-enabled transformative service for positive aging	21
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research	20
Co-creation in healthcare: framing the outcomes and their determinants	20
Purpose ignited: the transformative power of epiphanies in driving social profit orientation	20
Understanding and managing engagement journeys	20
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts	18
Understanding AI service failures: insights from attribution theory	17
Beyond templates: methodological reporting practices and their impact in qualitative service research	17
To automate or not to automate? A contingency approach to service automation	15
Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research	15
Digital service innovation challenges faced during servitization: a multi-level perspective	15
Understanding service performance of frontline employees from employee–AI interaction perspective	15
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation	15
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment	15
Reuse of service concept elements for modular service design	15