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 2021-09-01 to 2025-09-01.)

Article	Citations
Relationship between climate change and tourism: an integrative review	356
Abusive supervision: serial and moderated mediation effects	104
Towards a typology of negative engagement behavior in social media	83
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook	82
Unlearning in service contexts: a moderated-mediation model	80
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity	70
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	69
Mapping knowledge management research in hospitality: a bibliometric analysis	62
Driving service-oriented organizational citizenship behavior through error management culture	53
How are the exchange relationships of front office employees reflected on customers?	53
The attribution effects of CSR motivations on brand advocacy: psychological distance matters!	53
Online opinion leadership styles and purchase intention in livestreaming e-commerce	50
Unmasking the influence of employees’ coping strategies on workplace bullying	41
How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators	39
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications	37
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	36
Linking artificial intelligence to service sabotage	35
The impact of family-like employee-organization relationship on unethical pro-family behavior	34
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda	34
Navigating ethical, human-centric leadership in AI-driven organizations: a thematic literature review	33
The dark side of robot anthropomorphism: cognitive load, stress, and dysfunctional customer behavior	33
Determinants and consequences of trust in AI-based customer service chatbots	32
Necessary Configuration Analysis (NConfA): a new multivariate approach	31
Linking artificial intelligence (AI) with employees’ work behaviors	31
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective	29

Value co-creation in the B2B context: a conceptual framework and its implications	29
AI-driven experiences in cultural and creative industries: a review of literature and development of a multifaceted framework	29
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	28
Metaverse in services marketing: an overview and future research directions	27
Social media influencer popularity and authenticity perception in the travel industry	26
Systematic literature review and future research directions for service robots in hospitality and tourism industries	26
Correction	25
Avatars at the forefront: how collaboration types influence purchase intention	24
How potential customers perceive companies’ reply to negative reviews?	23
The impact of ChatGPT’s competencies on users’ intention to use	23
Ethical implementation of artificial intelligence in the service industries	23
Conceptualizing service ethics for the complexity of modern service interactions	23
Leaders’ knowledge hiding and front-line employee service sabotage	22
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	22
The potential and constraint of work gamification for employees’ creative performance	21
Value formation in AI-integrated service system: review and implications on hospitality and tourism research	21
The effect of promotion regulatory focus on service performance	20
Inclusive leadership and team innovation in retail services	20
Using LLMs in sensory service research: initial insights and perspectives	19
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach	19
Employee voice: the impact of high-performance work systems and organisational engagement climate	19
Who trusts whom? The case of immigrant service professionals	19
Revolutionizing services with cutting-edge technologies post major exogenous shocks	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
Does awe facilitate conformity in tourism consumption? Evidence from China	18
Credit card churning customers, endowed loyalty, and protestant work ethic	17
Correction	17
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance	16
Artificial intelligence psychological anthropomorphism: scale development and validation	16
Transformative experiences: a conceptual analysis of the integration process	16
Reuse intention of augmented reality apps: recreational consciousness as moderator	16
Innovation-based coopetition taxonomy for knowledge intensive business services	15
Emotions in service research: evolutionary analysis and empirical review	15
Understanding work platformization and algorithmic control from labor process theory	14
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis	14
A job demands-resources perspective on servant leadership and employee creativity	14
The effects of host sincerity on tourists’ perceived destination image	14
Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT	14
The social assumption in service redefined by AI-mediated zero-social-touch services	13
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	13
Leveraging TSR and social innovation for social inclusion via platforms	13
Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors	13
Conflict-solving as a mediator between customer incivility and service performance	13
The role of tourism in environmental pollution: evidence from Malta	12
A systematic review of creativity in tourism and hospitality	12
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	12
Digital leadership: a systematic literature review and research direction	12
Corporate social responsibility in hospitality and tourism: a systematic review	12

How ethical leadership influences knowledge hiding? A sequential mediation model	11
Employees’ foe or friend: artificial intelligence and employee outcomes	11
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques	11
Bridging the missing link between customer incivility and service outcomes	11
Balancing trust and distrust in generative AI chatbot adoption: a case study from China	11
Examining the influence of multiple dimensions of authentic dining experiences	11
Servant leadership and employees’ performance: organization and information structure perspective	11
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs	10
Hospitality as the bridge: advancing transformative service research towards human flourishing	10
Algorithmic ethics in AI-enabled workplace systems for food delivery employees	10
Spiritual leadership and work alienation: analysis of mechanisms and constraints	10
Cultivating green creativity through training and development in hospitality organizations	10
Social robot-delivered customer-facing services: an assessment of the experience	10
Entrepreneurial team diversity and start-up growth in consulting and hospitality	10
Transformative Experiences: Exploring the Role of Experience Facilitators	9
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure	9
Anthropomorphize service robots: the role of human nature traits	9
Ebullient supervision and employee life satisfaction: a moderated mediation model	9
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms	9
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda	8
Artificial intelligence acceptance in services: connecting with Generation Z	8
Social media usage for service innovation: a resilience perspective	8
Revisiting a model of customer engagement cycle: a systematic review	8
Work-family conflict, subjective well-being, burnout, and their effects on presenteeism	7
Unpacking solutions to counterproductive work behavior using hybrid fuzzy MCDM	7
Effectuation, SME service innovation, and business customers’ value perception	7
The dark side of artificial intelligence in services	7
Supervisor negative gossip and employees’ thriving at work	7
The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective	7
ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce	7
From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior	7
Discovering meaningful engagement through interaction between customers and service robots	7