OOIR: Observatory of International Research

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 2021-11-01 to 2025-11-01.)

Article	Citations
Unlearning in service contexts: a moderated-mediation model	388
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity	111
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	88
Towards a typology of negative engagement behavior in social media	85
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook	76
Mapping knowledge management research in hospitality: a bibliometric analysis	72
Abusive supervision: serial and moderated mediation effects	64
Relationship between climate change and tourism: an integrative review	58
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	54
Unmasking the influence of employees’ coping strategies on workplace bullying	52
Online opinion leadership styles and purchase intention in livestreaming e-commerce	49
How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators	48
The attribution effects of CSR motivations on brand advocacy: psychological distance matters!	44
Driving service-oriented organizational citizenship behavior through error management culture	40
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	38
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications	38
Linking artificial intelligence to service sabotage	35
The impact of family-like employee-organization relationship on unethical pro-family behavior	35
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	33
AI-driven experiences in cultural and creative industries: a review of literature and development of a multifaceted framework	32
Necessary Configuration Analysis (NConfA): a new multivariate approach	32
Linking artificial intelligence (AI) with employees’ work behaviors	31

The dark side of artificial intelligence in higher education	31
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
Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective	30
Metaverse in services marketing: an overview and future research directions	30
Similarity-attraction theory perspective on service employees and service robots’ interactions	30
Systematic literature review and future research directions for service robots in hospitality and tourism industries	29
Social media influencer popularity and authenticity perception in the travel industry	28
Ethical implementation of artificial intelligence in the service industries	27
Avatars at the forefront: how collaboration types influence purchase intention	27
Value formation in AI-integrated service system: review and implications on hospitality and tourism research	25
How potential customers perceive companies’ reply to negative reviews?	25
Conceptualizing service ethics for the complexity of modern service interactions	25
The impact of ChatGPT’s competencies on users’ intention to use	25
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	25
Leaders’ knowledge hiding and front-line employee service sabotage	24
Using LLMs in sensory service research: initial insights and perspectives	22
The potential and constraint of work gamification for employees’ creative performance	22
Inclusive leadership and team innovation in retail services	21
Employee voice: the impact of high-performance work systems and organisational engagement climate	21
The effect of promotion regulatory focus on service performance	21
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	20
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach	20
Revolutionizing services with cutting-edge technologies post major exogenous shocks	20
Correction	20
Does awe facilitate conformity in tourism consumption? Evidence from China	20
Transformative experiences: a conceptual analysis of the integration process	20
Reuse intention of augmented reality apps: recreational consciousness as moderator	19
Customer experience and chatbots disruption: current landscape and research needs	19
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance	19
Artificial intelligence psychological anthropomorphism: scale development and validation	19
The effects of host sincerity on tourists’ perceived destination image	18
A job demands-resources perspective on servant leadership and employee creativity	18
Emotions in service research: evolutionary analysis and empirical review	17
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis	17
Innovation-based coopetition taxonomy for knowledge intensive business services	17
Understanding work platformization and algorithmic control from labor process theory	17
Conflict-solving as a mediator between customer incivility and service performance	16
The social assumption in service redefined by AI-mediated zero-social-touch services	15
Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors	15
Leveraging TSR and social innovation for social inclusion via platforms	15
Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT	15
Corporate social responsibility in hospitality and tourism: a systematic review	14
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	14
A systematic review of creativity in tourism and hospitality	13
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	13
Digital leadership: a systematic literature review and research direction	13
How ethical leadership influences knowledge hiding? A sequential mediation model	12
The role of tourism in environmental pollution: evidence from Malta	12
Employees’ foe or friend: artificial intelligence and employee outcomes	12
Balancing trust and distrust in generative AI chatbot adoption: a case study from China	12

Examining the influence of multiple dimensions of authentic dining experiences	12
Bridging the missing link between customer incivility and service outcomes	12
Understanding heterogeneity in service research: a meta-analytic perspective	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	11
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques	11
Spiritual leadership and work alienation: analysis of mechanisms and constraints	11
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure	10
Cultivating green creativity through training and development in hospitality organizations	10
Algorithmic ethics in AI-enabled workplace systems for food delivery employees	10
Social robot-delivered customer-facing services: an assessment of the experience	10
Ebullient supervision and employee life satisfaction: a moderated mediation model	10
Anthropomorphize service robots: the role of human nature traits	9
Hospitality as the bridge: advancing transformative service research towards human flourishing	9
ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce	9
Entrepreneurial team diversity and start-up growth in consulting and hospitality	9
Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms	9
Social media usage for service innovation: a resilience perspective	9
Transformative Experiences: Exploring the Role of Experience Facilitators	9
The dark side of artificial intelligence in services	9
Revisiting a model of customer engagement cycle: a systematic review	9
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda	9