Top 10 most impactful articles based on citation analysis
| Rank | Title | Author(s) | Journal | Global citations | Average citation per year | Year | Methodology adopted | Study objective |
|---|---|---|---|---|---|---|---|---|
| 1 | New avenues in opinion mining and sentiment analysis | Erik Cambria, Björn Schuller, Yunqing Xia, Catherine Havasi | IEEE Intelligent Systems | 878 | 73.17 | 2013 | Review | Discusses the emerging fields of opinion mining and sentiment analysis as tools to process the vast, unstructured information about public opinion on world wide web |
| 2 | Technological disruptions in services: lessons from tourism and hospitality | Dimitrios Buhalis, Tracy Harwood, Vanja Bogicevic, Giampaolo Viglia, Srikanth Beldona, Charles Hofacker | Journal of Service Management | 396 | 66 | 2019 | Review | Studies how technology disruptions are transforming the ecosystems with examples from the tourism and hospitality sector |
| 3 | Real-time co-creation and nowness service: lessons from tourism and hospitality | Dimitrios Buhalis, Yanyan Sinarta | Journal of Travel and Tourism Marketing | 378 | 63 | 2019 | Qualitative | Explores how brands in tourism and hospitality use technology to offer real time customer service that enhances customer engagement |
| 4 | Handling class imbalance in customer churn prediction | Jeroen Burez, Dirk Van den Poel | Expert systems with applications | 378 | 23.63 | 2009 | Quantitative | The study focuses on handling class imbalance in customer churn prediction to enhance customer relationship management |
| 5 | Engaged to a robot? The role of AI in service | Ming-Hui Huang, Roland T. Rust | Journal of Service Research | 372 | 93 | 2021 | Conceptual | The paper develops a strategic framework for using AI in customer service |
| 6 | AI-based chatbots in customer service and their effects on user compliance | Martin Adam, Michael Wessel, Alexander Benlian | Electronic Markets: The International Journal of Networked Business | 343 | 85.75 | 2021 | Quantitative | With AI and technological advancements, and replacement of human chat service agents with conversational software agents such as chatbots, the study examines user-compliance and the effect of chatbots in customer service |
| 7 | Service robot implementation: a theoretical framework and research agenda | Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers | The service industries journal | 330 | 66 | 2020 | Conceptual and review | The study provides a framework integrating service robots and how they can enhance customer satisfaction and loyalty |
| 8 | Survey of review spam detection using machine learning techniques | Michael Crawford, Taghi M. Khoshgoftaar, Joseph D. Prusa, Aaron N. Richter and Hamzah Al Najada | Journal of Big Data | 317 | 31.7 | 2015 | Conceptual | The paper studies the effects of big data analytics with an aim to review spam detection to ensure online reviews of customers are truthful and trustworthy |
| 9 | Consumers and artificial intelligence: an experiential perspective | Stefano Puntoni, Rebecca Walker Reczek, Markus Giesler, Simona Botti | Journal of Marketing | 310 | 77.5 | 2021 | Conceptual | The study examines the social and individual challenges and the costs that consumers experience, in their interactions with AI |
| 10 | An agile co-creation for digital servitization: a micro-service innovation approach | Daniel Sjödin, Valtteri Parida, Mikko Kohtamäki, Joakim Wincent | Journal of Business Research | 283 | 56.6 | 2020 | Qualitative | The study examines how firms can co-create digital service innovations with their customers by overcoming the digitalization paradox and reaping advantages of digital servitization |
| Rank | Title | Author(s) | Journal | Global citations | Average citation per year | Year | Methodology adopted | Study objective |
|---|---|---|---|---|---|---|---|---|
| 1 | New avenues in opinion mining and sentiment analysis | Erik Cambria, Björn Schuller, Yunqing Xia, Catherine Havasi | 878 | 73.17 | 2013 | Review | Discusses the emerging fields of opinion mining and sentiment analysis as tools to process the vast, unstructured information about public opinion on world wide web | |
| 2 | Technological disruptions in services: lessons from tourism and hospitality | Dimitrios Buhalis, Tracy Harwood, Vanja Bogicevic, Giampaolo Viglia, Srikanth Beldona, Charles Hofacker | 396 | 66 | 2019 | Review | Studies how technology disruptions are transforming the ecosystems with examples from the tourism and hospitality sector | |
| 3 | Real-time co-creation and nowness service: lessons from tourism and hospitality | Dimitrios Buhalis, Yanyan Sinarta | 378 | 63 | 2019 | Qualitative | Explores how brands in tourism and hospitality use technology to offer real time customer service that enhances customer engagement | |
| 4 | Handling class imbalance in customer churn prediction | Jeroen Burez, Dirk Van den Poel | 378 | 23.63 | 2009 | Quantitative | The study focuses on handling class imbalance in customer churn prediction to enhance customer relationship management | |
| 5 | Engaged to a robot? The role of | Ming-Hui Huang, Roland T. Rust | 372 | 93 | 2021 | Conceptual | The paper develops a strategic framework for using | |
| 6 | AI-based chatbots in customer service and their effects on user compliance | Martin Adam, Michael Wessel, Alexander Benlian | 343 | 85.75 | 2021 | Quantitative | With | |
| 7 | Service robot implementation: a theoretical framework and research agenda | Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers | 330 | 66 | 2020 | Conceptual and review | The study provides a framework integrating service robots and how they can enhance customer satisfaction and loyalty | |
| 8 | Survey of review spam detection using machine learning techniques | Michael Crawford, Taghi M. Khoshgoftaar, Joseph D. Prusa, Aaron N. Richter and Hamzah Al Najada | 317 | 31.7 | 2015 | Conceptual | The paper studies the effects of big data analytics with an aim to review spam detection to ensure online reviews of customers are truthful and trustworthy | |
| 9 | Consumers and artificial intelligence: an experiential perspective | Stefano Puntoni, Rebecca Walker Reczek, Markus Giesler, Simona Botti | 310 | 77.5 | 2021 | Conceptual | The study examines the social and individual challenges and the costs that consumers experience, in their interactions with | |
| 10 | An agile co-creation for digital servitization: a micro-service innovation approach | Daniel Sjödin, Valtteri Parida, Mikko Kohtamäki, Joakim Wincent | 283 | 56.6 | 2020 | Qualitative | The study examines how firms can co-create digital service innovations with their customers by overcoming the digitalization paradox and reaping advantages of digital servitization |
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