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 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
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure	17
“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
Managing burnout from engagement-derived acting strategy	16
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach	16
Serving customers through chatbots: positive and negative effects on customer experience	15
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
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
Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality	12
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
GraphEx: visualizing and managing customer experience in its multidimensionality	11
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
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
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
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