OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Service Theory and Practice is 13. 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 2022-05-01 to 2026-05-01.)

Article	Citations
Human-centric AI: transforming service ecosystems for inclusivity and excellence in resource-constrained contexts	71
Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance	50
Adapt, absorb, or resist? A process model and nested typology of service employee responses to organizational AI adoption	48
Boosting customers’ hedonic well-being through fair services: the role of participation and price saving	45
A sequential process from external stakeholder pressures to performance in services	44
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	44
Difficulties to digitalize: ambidexterity challenges in law firms	42
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance	40
Improving upselling revenue: a longitudinal field study	38
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics	36
Demystifying employee co-creation: optimism and pro-social behaviour as moderators	36
Work more, pay more? The impact of customer participation on customer pay-what-you-want payments	35
Innovating under pressure: how task crafting and fun activities shape service innovation in tourism employees	31
When immersive technologies drive service brand outcomes: the role of episodic future thinking	30
Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition	30
“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification	30
Invasion of privacy in smart services: the role of interaction mode and privacy commitment	29
How negatively valenced actor engagement with transformative service exchanges affects well-being outcomes	27
Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments	26
Impact of human and AI-agent services on customer learning, immersion and loyalty: the role of interactivity	26
Guest editorial: Emerging digital technologies and professional services: current and future research agenda	24
Customer intention to participate in service recovery: what is it and what are the drivers?	24
Online service failure: antecedents, moderators and consequences	23
Editorial: Reshaping the world through customer and actor engagement	22
Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda	21

Operational risk of customer participation – reduce it or accommodate it?	20
What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes	20
Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations	20
Uncovering the trends and developments in subscription business models through bibliometric analysis	20
The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects	20
Restoring trust: gratitude vs. apology in healthcare service recovery	19
Plugged into the future: how immersive technologies are changing service experiences?	18
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?	18
Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms	17
Fulfill obligation toward nature and consume together: unraveling the influence of social media opinion leadership on collaborative consumption	16
The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior	15
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM	15
Well-being creation by senior volunteers in a service provider context	15
Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities	14
Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior	14
Expanding service design research: integrating netnography for qualitative studies in critical contexts	14
The impact of speciesism on customers' acceptance of service automation	13
The transformative potential of refugee-with-refugee value co-creation during resettlement	13
Retraction notice: Developing customer oriented service: a case study	13
Editorial: Unlocking immersion economy: expanding the boundaries of immersive service experience	13
Value co-creation using virtual reality service experiences	13