OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Theory and Practice is 3. 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.)

Article	Citations
Environmentally responsible behaviors in hospitality and tourism service employees: an application of complexity theory	73
Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology	35
Editorial: Reshaping the world through customer and actor engagement	26
The dual role of customer-citizen engagement for sustainability	25
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	24
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	22
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	21
Typology of the transition path to fintech: multi-level comparative analysis	19
Editorial: Research horizons of smart service technologies – Special section editorial	18
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters	17
Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor	17
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure	17
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	16
Managing burnout from engagement-derived acting strategy	16
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	15
A sequential process from external stakeholder pressures to performance in services	15
I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior	15
Serving customers through chatbots: positive and negative effects on customer experience	15
Sustainability in retail services: a transformative service research (TSR) perspective	14
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	13
Online service failure: antecedents, moderators and consequences	13
Designing energy solutions: a comparison of two participatory design approaches for service innovation	13
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	12
ChatGPT and service: opportunities, challenges, and research directions	12
Uncovering the trends and developments in subscription business models through bibliometric analysis	12

When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset	12
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application	12
Guest editorial: Service-driven business transformation – stimulating uplifting change through service	12
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	12
GraphEx: visualizing and managing customer experience in its multidimensionality	11
Spoken service language for customer well-being in a transformative service context: residential aged care	10
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	10
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	10
Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions	10
Service before self: exploring resilience and locus of control in the frontline service effort behavior	9
Personal goals in consumers' adoption of mHealth services	9
Well-being creation by senior volunteers in a service provider context	9
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	9
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	9
Difficulties to digitalize: ambidexterity challenges in law firms	9
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction	8
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	8
How to respond to negative online reviews: language style matters	8
Factors influencing service employee well-being: a test of the PERMA framework	8
A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing	8
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	7
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	7
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	7
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	7
How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context	6
Customer experience research: intellectual structure and future research opportunities	6
Transforming healthcare service environments: a sensory-based approach	6
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	6
Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism	6
Framing your concerns right: an analysis of air passengers' complaints during two time periods	5
Driving organisational change in SMEs using service design	5
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	5
The push-pull-mooring model of consumer service switching: a meta-analytical review to guide future research	5
Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings	5
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	5
Learning resource integration by engaging in value cocreation practices: a study of music actors	5
Cultural change in servitization – a conceptual review and framework	5
Service language and small talk: differentiating genuine from mundane in B2B contexts	5
The edifying body: the role of embodied practices in the social production of servicescapes	5
Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage	5
The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance	4
Co-creating dementia care: manoeuvring fractured reflexivity in service design	4
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	4
Factors affecting the adoption of social media payment platforms: a social network analysis approach	4
The link between extraversion and service outputs: a moderated mediation model of work vigor and coworker support	4
Blended human-technology service realities in healthcare	4
The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops	4
Organizational practices to co-create value with family members engaged in service journeys of their loved ones	4
Improving upselling revenue: a longitudinal field study	3
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction	3

Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services	3
Coping with no-show behaviour in appointment services: a multistage perspective	3
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	3
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	3
Guest editorial: Service marketing and the winds of change	3
Gig worker typology and research agenda: advancing research for frontline service providers	3
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	3
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	3
Robot service failure: the double-edged sword effect of emotional labor in service recovery	3
Redesigning loyalty marketing for a better world: the impact of green loyalty programs on perceived value	3
How and when do the ambidextrous frontline sales employees achieve superior sales performance?	3
AI credibility and consumer-AI experiences: a conceptual framework	3