Service Industries Journal

Papers
(The median citation count of Service Industries Journal 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 2022-08-01 to 2026-08-01.)
ArticleCitations
Mapping knowledge management research in hospitality: a bibliometric analysis135
Towards a typology of negative engagement behavior in social media114
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity104
Unlearning in service contexts: a moderated-mediation model89
Abusive supervision: serial and moderated mediation effects76
How AI-powered marketing technology use fosters strategic capability via cross-domain resource integration64
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook63
Victim-centric perspectives on abusive supervision within hospitality organizations: a meta-analysis58
The impact of anthropomorphic service robots on consumer conformity behaviour52
Relationship between climate change and tourism: an integrative review52
Transforming retail with humanoid service robots: exploring the impact of customer mindsets on value co-creation via perceived robot anthropomorphism and the moderating roles of robotic service proact51
Avoidance to acceptance: augmented reality infographics for low-acceptance sustainable foods47
Online opinion leadership styles and purchase intention in livestreaming e-commerce46
Driving service-oriented organizational citizenship behavior through error management culture45
AI-expressed empathy in misaligned recovery: consumer forgiveness following recommendation failures42
Navigating the dark side of AI in service ecosystems: an ethical leadership framework for risk mitigation41
How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators38
US AI media attention and state-dependent spillovers across AI markets38
Unmasking the influence of employees’ coping strategies on workplace bullying38
How engagement metrics shape consumer decision-making in livestream commerce36
How the time-scarcity feature of live-streaming e-commerce affects impulsive buying直播电商的时间性稀缺特征如何影响冲动购买35
Conceptualizing negative customer engagement: scale development and validation35
Researching vulnerable populations in hospitality and tourism: a methodological review34
The impact of family-like employee-organization relationship on unethical pro-family behavior30
Cyber incivility, cyberslacking, and negative reciprocity: moderation of digital well-being29
Determinants and consequences of trust in AI-based customer service chatbots29
Navigating ethical, human-centric leadership in AI-driven organizations: a thematic literature review28
Similarity-attraction theory perspective on service employees and service robots’ interactions27
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda27
The dark side of robot anthropomorphism: cognitive load, stress, and dysfunctional customer behavior27
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective26
AI-driven experiences in cultural and creative industries: a review of literature and development of a multifaceted framework25
Necessary Configuration Analysis (NConfA): a new multivariate approach25
The dark side of artificial intelligence in higher education24
Linking artificial intelligence (AI) with employees’ work behaviors24
Human agency in AI-driven work transformation: exploring hospitality employees’ adaptation strategies23
Social media influencer popularity and authenticity perception in the travel industry23
An integrative framework for business model innovation in the tourism industry旅游业商业模式创新的综合框架23
Metaverse in services marketing: an overview and future research directions22
Sample size practices and guidelines in services marketing survey research22
Generative AI in digital engagement: a quasi-experimental study of tourist sentiment21
Systematic literature review and future research directions for service robots in hospitality and tourism industries21
Avatars at the forefront: how collaboration types influence purchase intention21
Conceptualizing service ethics for the complexity of modern service interactions20
Ethical implementation of artificial intelligence in the service industries20
The impact of ChatGPT’s competencies on users’ intention to use19
Value formation in AI-integrated service system: review and implications on hospitality and tourism research19
Leaders’ knowledge hiding and front-line employee service sabotage18
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach17
Using LLMs in sensory service research: initial insights and perspectives17
Inclusive leadership and team innovation in retail services17
The impact of AI service robots’ cognitive anthropomorphism on consumers’ subjective well-being – a moderated mediation model17
Development of the artificial intelligence powered service innovation capability scale16
Revolutionizing services with cutting-edge technologies post major exogenous shocks16
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance16
Reuse intention of augmented reality apps: recreational consciousness as moderator16
Good stress or bad stress? A dual-pathway model of how AI-induced technostress shapes employee resilience16
Customer experience and chatbots disruption: current landscape and research needs16
Ethical frontiers of artificial intelligence in services: a comprehensive review16
Correction16
Artificial intelligence psychological anthropomorphism: scale development and validation16
Transformative experiences: a conceptual analysis of the integration process16
A job demands-resources perspective on servant leadership and employee creativity15
Innovation-based coopetition taxonomy for knowledge intensive business services15
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis15
Understanding work platformization and algorithmic control from labor process theory15
The social assumption in service redefined by AI-mediated zero-social-touch services13
Antecedents and consequences of quiet quitting: a systematic literature review13
Leveraging TSR and social innovation for social inclusion via platforms13
Corporate social responsibility in hospitality and tourism: a systematic review13
Digital leadership: a systematic literature review and research direction12
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative12
Bridging the missing link between customer incivility and service outcomes12
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?12
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques12
How ethical leadership influences knowledge hiding? A sequential mediation model12
Balancing trust and distrust in generative AI chatbot adoption: a case study from China12
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs11
Social robot-delivered customer-facing services: an assessment of the experience11
When helping violates the rules: mindfulness-contingent effects of pro-customer deviance on employee service innovation11
Understanding heterogeneity in service research: a meta-analytic perspective11
Hospitality as the bridge: advancing transformative service research towards human flourishing11
Cultivating green creativity through training and development in hospitality organizations11
Employees’ foe or friend: artificial intelligence and employee outcomes11
Service co-creation and innovation in shaping airline passenger experience value10
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms10
Transformative Experiences: Exploring the Role of Experience Facilitators10
Algorithmic ethics in AI-enabled workplace systems for food delivery employees10
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure10
Entrepreneurial team diversity and start-up growth in consulting and hospitality10
Social media usage for service innovation: a resilience perspective10
Supervisor negative gossip and employees’ thriving at work9
Leveraging generative AI to capture theoretical nuance in service research9
Too guilty to be unethical: the impact of service robots’ empathy ability on unethical consumer behavior9
Revisiting a model of customer engagement cycle: a systematic review9
The dark side of artificial intelligence in services9
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda9
ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce9
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