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We are delighted to announce that two publications by , Director of CSM, are the first and second most cited articles in the prestigious . Professor Gruber would like to thank his co-authors, readers, reviewers, and especially , editor in chief of the Journal of Service Management.

Top 5 Most Cited Articles in the Journal of Service Management (2009-2024) 

Source: Adapted from Harzing’s Publish or Perish (Windows GUI Edition), Google Scholar Search, as of August 16 2024

About the journal:

The focuses on service management research. The journal publishes papers that show a unique and significant contribution to service literature, and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector or nationality. The journal publishes double-blind reviewed papers that focus on service literature/theory and its applications in practice.

2023 Impact Factor (Clarivate Analytics): 7.8 (17th highest of all business journals (marketing, management, strategy, operations research))

About the articles:

Understanding Generation Y and Their Use of Social Media: A Review and Research Agenda

1. Bolton, R., Parasuraman, A., Hoefnagels, A., Migchels, N., Kabadayi, S., Gruber, T., Komarova Loureiro, Y. and Solnet, D. (2013). “”. Journal of Service Management, 24 (3), 245-267.

Abstract

Purpose

The purpose of this paper is to review what we know – and don't know – about Generation Y's use of social media and to assess the implications for individuals, firms and society.

Design/methodology/approach

The paper distinguishes Generation Y from other cohorts in terms of systematic differences in values, preferences and behavior that are stable over time (as opposed to maturational or other differences). It describes their social media use and highlights evidence of intra鈥恎enerational variance arising from environmental factors (including economic, cultural, technological and political/legal factors) and individual factors. Individual factors include stable factors (including socio鈥恊conomic status, age and lifecycle stage) and dynamic, endogenous factors (including goals, emotions, and social norms).The paper discusses how Generation Y's use of social media influences individuals, firms and society. It develops managerial implications and a research agenda.

Findings

Prior research on the social media use of Generation Y raises more questions than it answers. It: focuses primarily on the USA and/or (at most) one other country, ignoring other regions with large and fast鈥恎rowing Generation Y populations where social鈥恗edia use and its determinants may differ significantly; tends to study students whose behaviors may change over their life cycle stages; relies on self鈥恟eports by different age groups to infer Generation Y's social media use; and does not examine the drivers and outcomes of social鈥恗edia use. This paper's conceptual framework yields a detailed set of research questions.

Originality/value

This paper provides a conceptual framework for considering the antecedents and consequences of Generation Y's social media usage. It identifies unanswered questions about Generation Y's use of social media, as well as practical insights for managers.

Brave New World: Service Robots in the Frontline

2. Wirtz, J., Patterson, P.G., Kunz, W.H., Gruber, T., Lu, V.N., Paluch, S. and Martins, A. (2018), “”, Journal of Service Management, Vol. 29 No. 5, pp. 907-931.

Abstract

Purpose

The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.

Design/methodology/approach

This paper uses a conceptual approach that is rooted in the service, robotics and AI literature.

Findings

The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level.

Practical implications

This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots.

Originality/value

This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.