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Journal of Service Research cover

Journal of Service Research

IF8.6
Papers734
Citations7558
Journal Papers 730
Publication Date
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Customer Relationship Management in the AI Era: A Framework for Intelligent and Ethical Service Management Systems
deleteJournal of Service Research
IF8.6
delete2026-09-28
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PREAI
deleteP. K. Kannan; Hyoryung Nam; Chul Kim; Gauri Kulkarni
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Navigating Algorithmic Fallibility: Evaluating Implementation and Guidance Strategies in AI-Augmented Service Frontlines
deleteJournal of Service Research
IF8.6
delete2026-09-28
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PREAI
deleteAvishek Lahiri; Ayan Ghosh Dastidar
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A Linguistic Guide to Webcare: The Roles of Attentiveness, Justice, and Response Patterns in Handling Online Complaints
deleteJournal of Service Research
IF8.6
delete2026-09-02
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PREAI
deleteBrianna JeeWon Paulich; Ali Tamaddoni; Stephan Ludwig
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Dignify: A Dignity-Based Conceptual Framework for Defining Consumer Vulnerability in Services
deleteJournal of Service Research
IF8.6
delete2026-08-26
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PREAI
deleteRodoula H. Tsiotsou
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Navigating Cross-Border Healthcare under Structural Vulnerability: The Role of Cultural Health Capital
deleteJournal of Service Research
IF8.6
delete2026-08-26
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PREAI
deleteKellilynn M. Frias; Deidre Popovich; Mikaela Trussell
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Orchestrating Sustainable Service Ecosystems
deleteJournal of Service Research
IF8.6
delete2026-08-25
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PREAI
deleteAlexandria M. Gain; Janet R. McColl-Kennedy; Christoph F. Breidbach; Fiona Willer
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Managing Critical Frontline Agent–Customer Interactions: The Role of Service Recovery Explanations Across Artificial Intelligence and Human Agents
deleteJournal of Service Research
IF8.6
delete2026-08-24
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PREAI
deleteAndreas Fürst; Leonie Trißler; Robin Friedrich
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Navigating Consumer Emotional Vulnerability in Services
deleteJournal of Service Research
IF8.6
delete2026-08-24
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PREAI
deleteElizabeth A. Minton; Frank G. Cabano; Christopher P. Blocker; Elina Tang
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Crisis-Induced Service Decline Rationalization (CISDR): Reconfiguring Organizational Frontlines in Extreme Contexts
deleteJournal of Service Research
IF8.6
delete2026-08-18
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PREAI
deleteAli B. Mahmoud; V. Kumar; Leonora Fuxman; Suraksha Gupta; Alexander Berman; William D. Reisel; Abraham Stefanidis
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Dual Technology Adoption
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IF8.6
delete2026-08-18
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PREAI
deleteSkyler Xie; Roland Kassemeier; Johannes Habel; Nick Lee; Sascha Alavi
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When Customers Imagine Better Outcomes in Negative Online Reviews: Upward Counterfactual Thinking, Firm Recovery Strategies, and Prospective Customer Responses
deleteJournal of Service Research
IF8.6
delete2026-08-18
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PREAI
deleteHai-Anh Tran; Bach Nguyen; Tommy Chan; Ewelina Lacka; Guowei Huang; Hongfei Liu
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Holding All the Cards from the Good Old Days: How Nostalgic Cues Enhance Artificial Intelligence Service Acceptance
deleteJournal of Service Research
IF8.6
delete2026-08-11
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deleteLu (Monroe) Meng; Shuo Pang; Wangshuai Wang; Yijie Wang; Yanxi Yi
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The Moment of Delivery in Online Retailing: How Courier Types and Inoculation Messages Affect Reactions to the Last-Mile Experience
deleteJournal of Service Research
IF8.6
delete2026-08-09
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PREAI
deleteChristopher Funke; Gianfranco Walsh; Tobias Schaefers
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Frontline Manager AI Readiness and the Implementation of AI in the Frontlines
deleteJournal of Service Research
IF8.6
delete2026-07-28
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deleteNawar N. Chaker; Lisa Beeler; Deva Rangarajan; Vijay Mehrotra; Jonna Koponen
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From Target Experience to Competitive Strategy: Unpacking Strategic Intent in B2B Customer Experience Management
deleteJournal of Service Research
IF8.6
delete2026-07-07
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PREAI
deleteEkaterina Panina; Elina Jaakkola; Harri Terho
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Dual Perspectives of Customer Wait Time Perception: A Conceptual Framework and Meta-Analysis
deleteJournal of Service Research
IF8.6
delete2026-06-24
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deleteYizhe Lin; James Agarwal
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Hybrid Selling: The Optimal Mix of Face-to-Face and Remote Sales Calls with Existing B2B Customers
deleteJournal of Service Research
IF8.6
delete2026-06-23
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PREAI
deleteDavid Ergun; Christian Schmitz
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The 2026 Service Research Priorities: AI-Driven Discovery, Interdisciplinary Influence Dynamics, and the “Interactive Service Scholarship Incubator” for Personalized Priorities
deleteJournal of Service Research
IF8.6
delete2026-06-17
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PREAI
deleteMartin Mende; Amy Ostrom; Juneha Baek; Donghyuk Shin; Sanghak Lee; Maura L. Scott
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Frontline Employee Creativity and Sales Performance: A Multilevel and Dyadic Investigation
deleteJournal of Service Research
IF8.6
delete2026-06-14
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deleteSimon Boissonneault; Yany Grégoire; Bruno Lussier; Christian Vandenberghe
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Haste Makes Waste: How Faster Responses after Data Collection Trigger Consumer Privacy Concerns and Reduce Positive Reactions
deleteJournal of Service Research
IF8.6
delete2026-06-12
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PREAI
deleteLinxiang Lv; Tao He; He Wang; Lingpiao Wang
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