OOIR: Observatory of International Research

Papers

(The median citation count of Journal of Service Theory and Practice is 5. 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 2021-11-01 to 2025-11-01.)

Article	Citations
A sequential process from external stakeholder pressures to performance in services	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	46
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	34
Difficulties to digitalize: ambidexterity challenges in law firms	34
Improving upselling revenue: a longitudinal field study	33
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	32
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	32
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	28
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	27
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	25
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	25
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	23
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	22
Customer intention to participate in service recovery: what is it and what are the drivers?	21
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	21
Editorial: Reshaping the world through customer and actor engagement	20
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	20
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	20
Uncovering the trends and developments in subscription business models through bibliometric analysis	19
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	19
Online service failure: antecedents, moderators and consequences	18
Designing energy solutions: a comparison of two participatory design approaches for service innovation	18
Operational risk of customer participation – reduce it or accommodate it?	17
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	17

Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	17
Plugged into the future: how immersive technologies are changing service experiences?	16
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	16
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	16
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	16
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	16
Well-being creation by senior volunteers in a service provider context	16
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	15
How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency	15
Value co-creation using virtual reality service experiences	14
First-time versus repeat tourists: resistance to negative information	13
Expanding service design research: integrating netnography for qualitative studies in critical contexts	13
FLEs' concerns with misbehaving customers in the time of COVID and beyond	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
The straw that breaks the camel's back: service provider vulnerability to customer incivility	13
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	12
Customer acceptance of service robots under different service settings	12
The impact of speciesism on customers' acceptance of service automation	12
Flourishing digital technology in professional services firms: multidisciplinary perspectives in India	11
Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes	11
Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface	10
Editorial: Research horizons of smart service technologies – Special section editorial	10
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	10
Guest editorial: Service-driven business transformation – stimulating uplifting change through service	10
Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions	10
Managing burnout from engagement-derived acting strategy	10
Serving customers through chatbots: positive and negative effects on customer experience	9
Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion	8
Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI	8
ChatGPT and service: opportunities, challenges, and research directions	8
Learning resource integration by engaging in value cocreation practices: a study of music actors	8
Factors influencing consumer forgiveness: a systematic literature review and directions for future research	8
Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study	8
Service language and small talk: differentiating genuine from mundane in B2B contexts	7
An integrated model examining frontline employee willingness to work with retail service robots	7
Organizational practices to co-create value with family members engaged in service journeys of their loved ones	7
Customer incivility and emotional labor from the perspective of the transactional model of stress: mediation of customer orientation and moderation of interpersonal conflict	7
Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings	7
Framing your concerns right: an analysis of air passengers' complaints during two time periods	7
Cultural change in servitization – a conceptual review and framework	7
Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research	7
Robot service failure: the double-edged sword effect of emotional labor in service recovery	7
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction	7
Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions	6
Lost in tasks: how workplace multitasking shapes employee moral awareness and service sabotage behavior	6
Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?	6
Business model innovation through the adoption of service logic: evolving to servification	6
The measurement of perceived shared agency in customer–artificial intelligence interactions	6
Exploring the role of time in service: a mapping review based on temporal orientations and their cognitive actions	6
I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms	6

Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions	5
Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being	5
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	5
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion	5
Where service recovery meets its paradox: implications for avoiding overcompensation	5
Can algorithms ignite the flame of thriving? Exploring how and when gig workers’ perceived algorithmic control leads to thriving at work	5
Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct	5
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure	5