Journal of Service Theory and Practice

Papers
(The H4-Index of Journal of Service Theory and Practice is 18. 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.)
ArticleCitations
A sequential process from external stakeholder pressures to performance in services40
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving40
Difficulties to digitalize: ambidexterity challenges in law firms32
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality32
Demystifying employee co-creation: optimism and pro-social behaviour as moderators27
When immersive technologies drive service brand outcomes: the role of episodic future thinking27
Improving upselling revenue: a longitudinal field study27
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity27
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments25
Invasion of privacy in smart services: the role of interaction mode and privacy commitment25
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition21
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification21
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics20
Guest editorial: Emerging digital technologies and professional services: current and future research agenda20
Customer intention to participate in service recovery: what is it and what are the drivers?20
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments19
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes18
“Going on a sensory adventure, a touchy subject?”: investigating haptic technology and consumer adventure orientation18
The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context18
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