OOIR: Observatory of International Research

Papers

(The median citation count of Service Industries Journal is 7. 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 2021-05-01 to 2025-05-01.)

Article	Citations
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity	317
Unlearning in service contexts: a moderated-mediation model	168
Relationship between climate change and tourism: an integrative review	98
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook	82
Mapping knowledge management research in hospitality: a bibliometric analysis	72
Towards a typology of negative engagement behavior in social media	71
Abusive supervision: serial and moderated mediation effects	71
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	59
Unmasking the influence of employees’ coping strategies on workplace bullying	55
How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators	54
Online opinion leadership styles and purchase intention in livestreaming e-commerce	48
Driving service-oriented organizational citizenship behavior through error management culture	45
The attribution effects of CSR motivations on brand advocacy: psychological distance matters!	42
How are the exchange relationships of front office employees reflected on customers?	35
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications	34
Chatbot service usage during a pandemic: fear and social distancing	33
Linking ostracism with employee negligence behavior: a moderated mediation model	32
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	32
Linking artificial intelligence to service sabotage	32
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda	31
The impact of family-like employee-organization relationship on unethical pro-family behavior	30
Determinants and consequences of trust in AI-based customer service chatbots	30
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective	29
Necessary Configuration Analysis (NConfA): a new multivariate approach	29
Value co-creation in the B2B context: a conceptual framework and its implications	28

Similarity-attraction theory perspective on service employees and service robots’ interactions	28
The dark side of artificial intelligence in higher education	28
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	26
Social media influencer popularity and authenticity perception in the travel industry	26
Communication and the role of third-party endorsement in social crowdfunding	26
Systematic literature review and future research directions for service robots in hospitality and tourism industries	25
Metaverse in services marketing: an overview and future research directions	24
Correction	23
Avatars at the forefront: how collaboration types influence purchase intention	22
Leaders’ knowledge hiding and front-line employee service sabotage	21
Unifying technology and people: revisiting service in a digitally transformed world	21
How potential customers perceive companies’ reply to negative reviews?	21
Ethical implementation of artificial intelligence in the service industries	21
Conceptualizing service ethics for the complexity of modern service interactions	20
Value formation in AI-integrated service system: review and implications on hospitality and tourism research	20
Using LLMs in sensory service research: initial insights and perspectives	19
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	19
Employee voice: the impact of high-performance work systems and organisational engagement climate	19
The impact of ChatGPT’s competencies on users’ intention to use	19
The potential and constraint of work gamification for employees’ creative performance	19
The effect of promotion regulatory focus on service performance	19
Does awe facilitate conformity in tourism consumption? Evidence from China	18
Credit card churning customers, endowed loyalty, and protestant work ethic	18
Who trusts whom? The case of immigrant service professionals	18
Inclusive leadership and team innovation in retail services	18
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	18
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach	17
Correction	17
The effects of host sincerity on tourists’ perceived destination image	16
Transformative experiences: a conceptual analysis of the integration process	16
Artificial intelligence psychological anthropomorphism: scale development and validation	16
Reuse intention of augmented reality apps: recreational consciousness as moderator	16
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance	16
Revolutionizing services with cutting-edge technologies post major exogenous shocks	16
Innovation-based coopetition taxonomy for knowledge intensive business services	15
A job demands-resources perspective on servant leadership and employee creativity	15
Emotions in service research: evolutionary analysis and empirical review	14
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis	14
Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT	13
Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors	13
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	13
The social assumption in service redefined by AI-mediated zero-social-touch services	13
Leveraging TSR and social innovation for social inclusion via platforms	13
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	12
Conflict-solving as a mediator between customer incivility and service performance	12
The role of tourism in environmental pollution: evidence from Malta	11
Employees’ foe or friend: artificial intelligence and employee outcomes	11
A systematic review of creativity in tourism and hospitality	11
Corporate social responsibility in hospitality and tourism: a systematic review	11
Evolving impacts of COVID-19 vaccination intentions on travel intentions	11

How ethical leadership influences knowledge hiding? A sequential mediation model	11
Bridging the missing link between customer incivility and service outcomes	10
Revisiting the undeclared service economy as a dual labour market: lessons from a 2019 Eurobarometer survey	10
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques	10
Balancing trust and distrust in generative AI chatbot adoption: a case study from China	10
Examining the influence of multiple dimensions of authentic dining experiences	10
Business intelligence and firm performance: a moderated-mediated model	10
The Silk Road and the service industries	9
Servant leadership and employees’ performance: organization and information structure perspective	9
Spiritual leadership and work alienation: analysis of mechanisms and constraints	9
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs	9
Cultivating green creativity through training and development in hospitality organizations	9
Social robot-delivered customer-facing services: an assessment of the experience	9
Ebullient supervision and employee life satisfaction: a moderated mediation model	8
The easier you get it, the less you cherish it? Research on the influence of coupon issuing methods on consumers from the perspective of psychological ownership	8
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms	8
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure	7
Entrepreneurial team diversity and start-up growth in consulting and hospitality	7
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda	7
Hospitality as the bridge: advancing transformative service research towards human flourishing	7
Anthropomorphize service robots: the role of human nature traits	7
Artificial intelligence acceptance in services: connecting with Generation Z	7
Transformative Experiences: Exploring the Role of Experience Facilitators	7
Social media usage for service innovation: a resilience perspective	7
ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce	7