OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 9. 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 2020-05-01 to 2024-05-01.)

Article	Citations
Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review	47
Coronavirus crisis and health care: learning from a service ecosystem perspective	42
Value-in-use and service quality: do customers see a difference?	40
Customer participation and well-being: the roles of service experience, customer empowerment and social support	31
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research	31
Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels	27
The impact of coronavirus on business: developing service research agenda for a post-coronavirus world	26
Pandemic's effect on the relationship between lean implementation and service performance	26
Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion	25
Sources and categories of well-being: a systematic review and research agenda	23
Online service failure: antecedents, moderators and consequences	23
Customer experience research: intellectual structure and future research opportunities	21
Robotizing shared service centres: key challenges and outcomes	19
Robo-advisors (RAs): the programmed self-service market for professional advice	18
Why do consumers become providers? Self-determination in the sharing economy	17
Facilitators and inhibitors of value co-creation in the industrial services environment	17
Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety	16
Institutional work by market-shaping public actors	16
Customer self-determination in value co-creation	15
Inertia, group conformity and customer loyalty in healthcare in the information age	15
Optimizing competitive performance of service firms in data-rich environment	15
Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services	15
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective	15
How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective	13
Believe to go the extra mile: the influence of internal CSR initiatives on service employee organizational citizenship behaviors	13

Expert cues: how expert reviewers are perceived online	13
The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance	12
Actor transformation in service: a process model for vulnerable consumers	11
Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem	11
Labors of love: service employees on customer participation	11
Revisiting the patient–physician relationship under the lens of value co-creation and defensive medicine	11
Green service attributes and amplifiers of the warm emotions evoked by them	11
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance	10
15 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)	10
Service co-creation on social media: varieties and measures among nonprofit organizations	10
Servitisation through structural adaptation	10
Customer acceptance of service robots under different service settings	9
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems	9
The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand	9
Blended human-technology service realities in healthcare	9
How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion	9
Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities	9