OOIR: Observatory of International Research

Papers

(The median citation count of Service Industries Journal is 10. 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 2022-01-01 to 2026-01-01.)

Article	Citations
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook	409
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity	114
Relationship between climate change and tourism: an integrative review	100
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 proact	91
Towards a typology of negative engagement behavior in social media	86
Mapping knowledge management research in hospitality: a bibliometric analysis	77
Unlearning in service contexts: a moderated-mediation model	75
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	59
Abusive supervision: serial and moderated mediation effects	59
Online opinion leadership styles and purchase intention in livestreaming e-commerce	56
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
The attribution effects of CSR motivations on brand advocacy: psychological distance matters!	49
Avoidance to acceptance: augmented reality infographics for low-acceptance sustainable foods	45
Driving service-oriented organizational citizenship behavior through error management culture	39
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	39
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications	39
Linking artificial intelligence to service sabotage	37
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda	37
Navigating ethical, human-centric leadership in AI-driven organizations: a thematic literature review	37
The dark side of robot anthropomorphism: cognitive load, stress, and dysfunctional customer behavior	36
The impact of family-like employee-organization relationship on unethical pro-family behavior	36
Linking artificial intelligence (AI) with employees’ work behaviors	34
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective	34
Determinants and consequences of trust in AI-based customer service chatbots	34

Similarity-attraction theory perspective on service employees and service robots’ interactions	33
Necessary Configuration Analysis (NConfA): a new multivariate approach	32
The dark side of artificial intelligence in higher education	32
AI-driven experiences in cultural and creative industries: a review of literature and development of a multifaceted framework	30
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	30
Systematic literature review and future research directions for service robots in hospitality and tourism industries	28
Social media influencer popularity and authenticity perception in the travel industry	28
Metaverse in services marketing: an overview and future research directions	27
Avatars at the forefront: how collaboration types influence purchase intention	27
Ethical implementation of artificial intelligence in the service industries	27
Conceptualizing service ethics for the complexity of modern service interactions	26
How potential customers perceive companies’ reply to negative reviews?	26
The impact of ChatGPT’s competencies on users’ intention to use	25
Value formation in AI-integrated service system: review and implications on hospitality and tourism research	23
The potential and constraint of work gamification for employees’ creative performance	23
The impact of AI service robots’ cognitive anthropomorphism on consumers’ subjective well-being – a moderated mediation model	23
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	23
Leaders’ knowledge hiding and front-line employee service sabotage	23
Employee voice: the impact of high-performance work systems and organisational engagement climate	22
Using LLMs in sensory service research: initial insights and perspectives	22
Inclusive leadership and team innovation in retail services	22
Revolutionizing services with cutting-edge technologies post major exogenous shocks	21
Correction	21
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach	21
Customer experience and chatbots disruption: current landscape and research needs	20
Ethical frontiers of artificial intelligence in services: a comprehensive review	20
Artificial intelligence psychological anthropomorphism: scale development and validation	19
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance	19
Transformative experiences: a conceptual analysis of the integration process	19
Understanding work platformization and algorithmic control from labor process theory	19
Reuse intention of augmented reality apps: recreational consciousness as moderator	19
A job demands-resources perspective on servant leadership and employee creativity	18
Emotions in service research: evolutionary analysis and empirical review	18
Innovation-based coopetition taxonomy for knowledge intensive business services	18
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis	17
Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors	16
Conflict-solving as a mediator between customer incivility and service performance	16
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	16
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	15
The social assumption in service redefined by AI-mediated zero-social-touch services	15
Corporate social responsibility in hospitality and tourism: a systematic review	15
Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT	15
Leveraging TSR and social innovation for social inclusion via platforms	15
The role of tourism in environmental pollution: evidence from Malta	14
Bridging the missing link between customer incivility and service outcomes	14
Digital leadership: a systematic literature review and research direction	14
A systematic review of creativity in tourism and hospitality	14
How ethical leadership influences knowledge hiding? A sequential mediation model	13
Balancing trust and distrust in generative AI chatbot adoption: a case study from China	13
Examining the influence of multiple dimensions of authentic dining experiences	13

Employees’ foe or friend: artificial intelligence and employee outcomes	13
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs	12
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques	12
Understanding heterogeneity in service research: a meta-analytic perspective	12
Cultivating green creativity through training and development in hospitality organizations	12
Entrepreneurial team diversity and start-up growth in consulting and hospitality	11
Social robot-delivered customer-facing services: an assessment of the experience	11
Transformative Experiences: Exploring the Role of Experience Facilitators	11
Servant leadership and employees’ performance: organization and information structure perspective	11
Hospitality as the bridge: advancing transformative service research towards human flourishing	11
Spiritual leadership and work alienation: analysis of mechanisms and constraints	11
Work-family conflict, subjective well-being, burnout, and their effects on presenteeism	10
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure	10
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms	10
Supervisor negative gossip and employees’ thriving at work	10
Algorithmic ethics in AI-enabled workplace systems for food delivery employees	10
Revisiting a model of customer engagement cycle: a systematic review	10
Anthropomorphize service robots: the role of human nature traits	10
Social media usage for service innovation: a resilience perspective	10