OOIR: Observatory of International Research

Papers

(The median citation count of Service Industries Journal is 5. 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 2020-03-01 to 2024-03-01.)

Article	Citations
COVID-19: fear appeal favoring purchase behavior towards personal protective equipment	204
Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute’	182
COVID-19 and undeclared work: impacts and policy responses in Europe	90
COVID-19 restrictions and consumers’ psychological reactance toward offline shopping freedom restoration	89
The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective	86
Leadership, green innovation, and green creativity: a systematic review	86
Customer engagement and purchase intention in live-streaming digital marketing platforms	74
Ethical leadership and knowledge hiding: an intervening and interactional analysis	71
Ethical issues in service robotics and artificial intelligence	69
Resilience building in service firms during and post COVID-19	52
Green human resource management in service industries: the construct, antecedents, consequences, and outlook	52
Evolving impacts of COVID-19 vaccination intentions on travel intentions	52
Green innovation research in the field of hospitality and tourism: the construct, antecedents, consequences, and future outlook	50
Artificial intelligence in services: current trends, benefits and challenges	48
Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19	48
Artificial intelligence acceptance in services: connecting with Generation Z	45
Brand anthropomorphism, love and defense: does attitude towards social distancing matter?	43
Transformative service research and COVID-19	39
When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures	37
Social distancing and wellbeing: conceptualizing actor distance and actor safe zone for pandemics	31
Using regulatory focus to encourage physical distancing in services: when fear helps to deal with Mr. Deadly COVID-19	30
A systematic review of creativity in tourism and hospitality	29
Customer engagement and employee engagement: systematic review and future directions	27
Experience vs quality: predicting satisfaction and loyalty in services	27
Chatbot service usage during a pandemic: fear and social distancing	26

Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’?	24
Trust theory and customer services research: theoretical review and synthesis	24
The intellectual structure of customer experience research in service scholarship: a bibliometric analysis	23
Characteristics and roles of streamers in e-commerce live streaming	22
Forty years of The Service Industries Journal: a bibliometric review	21
Corporate social responsibility authenticity from the perspective of restaurant consumers	21
Employee mindfulness and creativity: when emotions and national culture matter	20
Communication and the role of third-party endorsement in social crowdfunding	20
Stakeholder engagement and business model innovation value	20
How does mindfulness boost work engagement and inhibit psychological distress among hospital employees during the COVID-19 pandemic? The mediating and moderating role of psychological resilience	19
Masked smiles matter – employee verbal expertise and emotion display during COVID-19	19
Spiritual leadership and work alienation: analysis of mechanisms and constraints	18
Discovering meaningful engagement through interaction between customers and service robots	18
The genealogy of service innovation: the research field tells its own story	17
Rude customers and service performance: roles of motivation and personality	17
The attribution effects of CSR motivations on brand advocacy: psychological distance matters!	16
The need to belong: how to reduce workplace ostracism	14
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	14
Unifying technology and people: revisiting service in a digitally transformed world	14
Customer readiness–customer participation link in e-services	12
Anthropomorphize service robots: the role of human nature traits	12
Detecting fake reviews with supervised machine learning algorithms	12
Linking ostracism with employee negligence behavior: a moderated mediation model	12
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	12
Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience	11
How are the exchange relationships of front office employees reflected on customers?	11
Theories, constructs, and methodologies to study COVID-19 in the service industries	11
Combining strategies for high service productivity with successful service innovation	11
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	10
Effects of internal branding and brand-oriented leadership on work-related outcomes	10
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	10
A moderated mediation model of knowledge hiding	10
Emotions in service research: evolutionary analysis and empirical review	10
Conflict-solving as a mediator between customer incivility and service performance	9
Can brand anthropomorphism trigger emotional brand attachment?	9
Analyzing antecedents and consequences of multidimensional green brand equity	8
Service failure and self-recovery in tech-based services: self-determination theory perspective	8
Value co-creation in the B2B context: a conceptual framework and its implications	8
Transforming tourists’ intentions through destination engagement: insights from transformative learning theory	8
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms	8
Business intelligence and firm performance: a moderated-mediated model	8
Building loyalty through perceived value in online shopping – does family life cycle stage matter?	7
The missing link between analytics readiness and service firm performance	7
International services marketing: an integrative assessment of the literature国际化服务行业市场营销：综合文献分析	7
Effect of social status signaling in an organic restaurant setting有机餐厅背景下社会地位信号的影响	6
Social robot-delivered customer-facing services: an assessment of the experience	6
Curvilinear relationship between customer engagement and responses to service failures	6
The role of tourism in environmental pollution: evidence from Malta	6
Supervisor negative gossip and employees’ thriving at work	6
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs	6

Linking artificial intelligence to service sabotage	6
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	6
Determinants and consequences of trust in AI-based customer service chatbots	6
The effect of promotion regulatory focus on service performance	6
Work stress, ego depletion, gender and abusive supervision: A self-Regulatory perspective	6
My new financial companion! non-linear understanding of Robo-advisory service acceptance	5
Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors	5
Work-family conflict, subjective well-being, burnout, and their effects on presenteeism	5
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence	5
The importance of perceived fairness in product customization settings	5
Understanding the role of frontline employee felt obligation in services	5
The physical frictionless experience: a slippery slope for experience memorability of retail services?	5
Promoting electronic customer-to-customer interaction: evidence from social commerce sites	5
Revolutionizing services with cutting-edge technologies post major exogenous shocks	5
Examining the influence of multiple dimensions of authentic dining experiences	5
How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective	5
Test of a sequential mediation model of green management innovation	5
Understanding over-ordering behaviour in social dining: integrating mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model	5
Factors affecting customers’ intention to voice shopping over smart speaker從智慧音箱品質、互補性與隱私風險探討影響智慧音箱使用者語音購物因素	5
The potential and constraint of work gamification for employees’ creative performance	5