| # | Title | Journal | Year | Citations |
|---|
| 1 | User generated content: the use of blogs for tourism organisations and tourism consumers | Service Business | 2009 | 325 |
| 2 | “Untact”: a new customer service strategy in the digital age | Service Business | 2020 | 194 |
| 3 | Network collaboration and performance in the tourism sector | Service Business | 2011 | 168 |
| 4 | A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment | Service Business | 2018 | 135 |
| 5 | Airline customer satisfaction and loyalty: impact of in-flight service quality | Service Business | 2009 | 128 |
| 6 | Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? | Service Business | 2016 | 127 |
| 7 | Healthcare wearable devices: an analysis of key factors for continuous use intention | Service Business | 2020 | 112 |
| 8 | Reversed servitization paths: a case analysis of two manufacturers | Service Business | 2013 | 94 |
| 9 | HEALTHQUAL: a multi-item scale for assessing healthcare service quality | Service Business | 2017 | 90 |
| 10 | Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index | Service Business | 2009 | 89 |
| 11 | Impacts of service robots on service quality | Service Business | 2020 | 82 |
| 12 | The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry | Service Business | 2013 | 81 |
| 13 | Entrepreneurial orientation and the performance of service business | Service Business | 2009 | 79 |
| 14 | The effect of the servicescape on customers’ behavioral intentions in an international airport service environment | Service Business | 2012 | 76 |
| 15 | The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service | Service Business | 2017 | 76 |
| 16 | Innovation and imitation effects in Metaverse service adoption | Service Business | 2011 | 75 |
| 17 | Servitization and networking: large-scale survey findings on product-related services | Service Business | 2013 | 74 |
| 18 | Developing service innovation capability in the hotel industry | Service Business | 2015 | 73 |
| 19 | Product-service systems evolution in the era of Industry 4.0 | Service Business | 2021 | 72 |
| 20 | Investing in customer loyalty: the moderating role of relational characteristics | Service Business | 2015 | 70 |
| 21 | Exploring mobile banking services for user behavior in intention adoption: using new hybrid MADM model | Service Business | 2015 | 70 |
| 22 | Developing a process of concept generation for new product-service systems: a QFD and TRIZ-based approach | Service Business | 2012 | 69 |
| 23 | Beyond the crisis: the social economy, prop of a new model of sustainable economic development | Service Business | 2012 | 68 |
| 24 | Web 2.0 and opportunities for small businesses | Service Business | 2008 | 64 |
| 25 | Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator | Service Business | 2012 | 63 |
| 26 | The level of innovation among young innovative companies: the impacts of knowledge-intensive services use, firm characteristics and the entrepreneur attributes | Service Business | 2014 | 63 |
| 27 | Social innovation, an analytical grid for understanding the social economy: the example of the Québec housing sector | Service Business | 2012 | 61 |
| 28 | Services and innovation systems: European models of Technology Centres | Service Business | 2007 | 60 |
| 29 | Developing new smart services using integrated morphological analysis: integration of the market-pull and technology-push approach | Service Business | 2016 | 60 |
| 30 | Determinants of the adoption of HRM practices in tourism SMEs in Spain: an exploratory study | Service Business | 2008 | 59 |
| 31 | The effect of self-checkout quality on customer satisfaction and repatronage in a retail context | Service Business | 2017 | 58 |
| 32 | Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale | Service Business | 2008 | 57 |
| 33 | Can complaint-handling efforts promote customer engagement? | Service Business | 2016 | 57 |
| 34 | The effects of motivations, trust, and privacy concern in social networking | Service Business | 2012 | 55 |
| 35 | Effects of key value co-creation elements in the healthcare system: focusing on technology applications | Service Business | 2019 | 55 |
| 36 | Business–nonprofit partnerships: a new form of collaboration in a corporate responsibility and social innovation context | Service Business | 2015 | 53 |
| 37 | Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness | Service Business | 2020 | 53 |
| 38 | Key service innovation drivers in the tourism sector: empirical evidence and managerial implications | Service Business | 2011 | 51 |
| 39 | The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance | Service Business | 2015 | 51 |
| 40 | Internal and external drivers for quality certification in the service industry: Do they have different impacts on success? | Service Business | 2014 | 49 |
| 41 | Customer forgiveness of unsatisfactory service: manifestations and antecedents | Service Business | 2016 | 49 |
| 42 | Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention | Service Business | 2010 | 47 |
| 43 | Impact of service personal values on service value and customer loyalty: a cross-service industry study | Service Business | 2012 | 47 |
| 44 | New business models in online hotel distribution: emerging private sales versus leading IDS | Service Business | 2013 | 47 |
| 45 | Customer-to-customer interactions on customer citizenship behavior | Service Business | 2017 | 47 |
| 46 | Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth | Service Business | 2017 | 47 |
| 47 | Mobile application service networks: Apple’s App Store | Service Business | 2014 | 46 |
| 48 | Strategic supply chain choices for multi-channel Internet retailers | Service Business | 2007 | 45 |
| 49 | Olfaction and the retail environment: examining the influence of ambient scent | Service Business | 2007 | 45 |
| 50 | Success factors of platform leadership in web 2.0 service business | Service Business | 2010 | 45 |
