OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Service Theory and Practice is 23. 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
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	84
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	58
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	54
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	54
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	54
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	47
Difficulties to digitalize: ambidexterity challenges in law firms	44
Improving upselling revenue: a longitudinal field study	43
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	41
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	40
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	40
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	40
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	37
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	36
When immersive technologies drive service brand outcomes: the role of episodic future thinking	35
Resilience in service innovation ecosystems: adaptive capacities, co-creation and institutional agility amid external shocks	34
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	31
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	27
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	27
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	26
Customer intention to participate in service recovery: what is it and what are the drivers?	25
Editorial: Reshaping the world through customer and actor engagement	24
Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	23
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	23