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 2022-06-01 to 2026-06-01.)
ArticleCitations
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 proact123
Abusive supervision: serial and moderated mediation effects101
Unlearning in service contexts: a moderated-mediation model101
Relationship between climate change and tourism: an integrative review86
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity71
Mapping knowledge management research in hospitality: a bibliometric analysis68
Towards a typology of negative engagement behavior in social media60
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook59
How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators57
Avoidance to acceptance: augmented reality infographics for low-acceptance sustainable foods50
Driving service-oriented organizational citizenship behavior through error management culture48
Unmasking the influence of employees’ coping strategies on workplace bullying47
Online opinion leadership styles and purchase intention in livestreaming e-commerce46
Navigating the dark side of AI in service ecosystems: an ethical leadership framework for risk mitigation40
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40
Researching vulnerable populations in hospitality and tourism: a methodological review39
Linking artificial intelligence to service sabotage38
Determinants and consequences of trust in AI-based customer service chatbots37
Conceptualizing negative customer engagement: scale development and validation37
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda33
Navigating ethical, human-centric leadership in AI-driven organizations: a thematic literature review33
The impact of family-like employee-organization relationship on unethical pro-family behavior31
The dark side of robot anthropomorphism: cognitive load, stress, and dysfunctional customer behavior31
Necessary Configuration Analysis (NConfA): a new multivariate approach29
Similarity-attraction theory perspective on service employees and service robots’ interactions28
Linking artificial intelligence (AI) with employees’ work behaviors28
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective28
The dark side of artificial intelligence in higher education27
AI-driven experiences in cultural and creative industries: a review of literature and development of a multifaceted framework27
Human agency in AI-driven work transformation: exploring hospitality employees’ adaptation strategies26
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24
Systematic literature review and future research directions for service robots in hospitality and tourism industries24
Sample size practices and guidelines in services marketing survey research23
Metaverse in services marketing: an overview and future research directions23
Ethical implementation of artificial intelligence in the service industries22
Avatars at the forefront: how collaboration types influence purchase intention22
Social media influencer popularity and authenticity perception in the travel industry22
The impact of AI service robots’ cognitive anthropomorphism on consumers’ subjective well-being – a moderated mediation model21
Conceptualizing service ethics for the complexity of modern service interactions21
Value formation in AI-integrated service system: review and implications on hospitality and tourism research21
Generative AI in digital engagement: a quasi-experimental study of tourist sentiment21
Leaders’ knowledge hiding and front-line employee service sabotage20
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach20
The impact of ChatGPT’s competencies on users’ intention to use20
Using LLMs in sensory service research: initial insights and perspectives20
Inclusive leadership and team innovation in retail services20
Revolutionizing services with cutting-edge technologies post major exogenous shocks19
Correction19
Development of the artificial intelligence powered service innovation capability scale18
Artificial intelligence psychological anthropomorphism: scale development and validation17
Reuse intention of augmented reality apps: recreational consciousness as moderator17
Ethical frontiers of artificial intelligence in services: a comprehensive review17
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance17
Understanding work platformization and algorithmic control from labor process theory16
Innovation-based coopetition taxonomy for knowledge intensive business services16
Transformative experiences: a conceptual analysis of the integration process16
Emotions in service research: evolutionary analysis and empirical review16
Customer experience and chatbots disruption: current landscape and research needs16
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis16
Corporate social responsibility in hospitality and tourism: a systematic review15
A job demands-resources perspective on servant leadership and employee creativity15
The social assumption in service redefined by AI-mediated zero-social-touch services14
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?14
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative14
The role of tourism in environmental pollution: evidence from Malta13
Digital leadership: a systematic literature review and research direction13
Leveraging TSR and social innovation for social inclusion via platforms13
Conflict-solving as a mediator between customer incivility and service performance13
Antecedents and consequences of quiet quitting: a systematic literature review13
Employees’ foe or friend: artificial intelligence and employee outcomes13
How ethical leadership influences knowledge hiding? A sequential mediation model12
Servant leadership and employees’ performance: organization and information structure perspective11
Understanding heterogeneity in service research: a meta-analytic perspective11
Bridging the missing link between customer incivility and service outcomes11
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs11
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques11
Cultivating green creativity through training and development in hospitality organizations11
Balancing trust and distrust in generative AI chatbot adoption: a case study from China11
Entrepreneurial team diversity and start-up growth in consulting and hospitality10
Transformative Experiences: Exploring the Role of Experience Facilitators10
Hospitality as the bridge: advancing transformative service research towards human flourishing10
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure10
Algorithmic ethics in AI-enabled workplace systems for food delivery employees10
Social robot-delivered customer-facing services: an assessment of the experience10
Social media usage for service innovation: a resilience perspective9
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda9
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms9
Leveraging generative AI to capture theoretical nuance in service research9
Service co-creation and innovation in shaping airline passenger experience value9
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
Supervisor negative gossip and employees’ thriving at work9
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