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 2021-06-01 to 2025-06-01.)

Article	Citations
Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity	328
Unlearning in service contexts: a moderated-mediation model	172
Relationship between climate change and tourism: an integrative review	100
Abusive supervision: serial and moderated mediation effects	76
Mapping knowledge management research in hospitality: a bibliometric analysis	75
Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook	74
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors	63
Towards a typology of negative engagement behavior in social media	59
How are the exchange relationships of front office employees reflected on customers?	54
Online opinion leadership styles and purchase intention in livestreaming e-commerce	52
Unmasking the influence of employees’ coping strategies on workplace bullying	50
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!	42
Chatbot service usage during a pandemic: fear and social distancing	37
Driving service-oriented organizational citizenship behavior through error management culture	37
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications	35
Linking artificial intelligence to service sabotage	33
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	33
The impact of family-like employee-organization relationship on unethical pro-family behavior	32
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda	32
The dark side of robot anthropomorphism: cognitive load, stress, and dysfunctional customer behavior	31
Determinants and consequences of trust in AI-based customer service chatbots	31
Necessary Configuration Analysis (NConfA): a new multivariate approach	30
Similarity-attraction theory perspective on service employees and service robots’ interactions	29
The dark side of artificial intelligence in higher education	28

Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective	28
Value co-creation in the B2B context: a conceptual framework and its implications	28
Communication and the role of third-party endorsement in social crowdfunding	27
Metaverse in services marketing: an overview and future research directions	26
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
Systematic literature review and future research directions for service robots in hospitality and tourism industries	26
Social media influencer popularity and authenticity perception in the travel industry	25
Correction	24
Avatars at the forefront: how collaboration types influence purchase intention	23
The impact of ChatGPT’s competencies on users’ intention to use	22
Ethical implementation of artificial intelligence in the service industries	22
How potential customers perceive companies’ reply to negative reviews?	22
Unifying technology and people: revisiting service in a digitally transformed world	22
Leaders’ knowledge hiding and front-line employee service sabotage	21
Conceptualizing service ethics for the complexity of modern service interactions	21
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency	21
The effect of promotion regulatory focus on service performance	20
Value formation in AI-integrated service system: review and implications on hospitality and tourism research	20
Employee voice: the impact of high-performance work systems and organisational engagement climate	20
The potential and constraint of work gamification for employees’ creative performance	20
Using LLMs in sensory service research: initial insights and perspectives	20
Inclusive leadership and team innovation in retail services	20
Who trusts whom? The case of immigrant service professionals	19
Does awe facilitate conformity in tourism consumption? Evidence from China	19
Correction	18
Revolutionizing services with cutting-edge technologies post major exogenous shocks	18
Credit card churning customers, endowed loyalty, and protestant work ethic	18
Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach	17
Artificial intelligence psychological anthropomorphism: scale development and validation	17
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	17
Transformative experiences: a conceptual analysis of the integration process	17
Reuse intention of augmented reality apps: recreational consciousness as moderator	16
The effects of host sincerity on tourists’ perceived destination image	16
Leveraging responsible artificial intelligence to enhance salespeople well-being and performance	16
A job demands-resources perspective on servant leadership and employee creativity	16
Emotions in service research: evolutionary analysis and empirical review	15
Innovation-based coopetition taxonomy for knowledge intensive business services	14
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis	14
Understanding work platformization and algorithmic control from labor process theory	14
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
Evolving impacts of COVID-19 vaccination intentions on travel intentions	13
Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT	13
Corporate social responsibility in hospitality and tourism: a systematic review	12
A systematic review of creativity in tourism and hospitality	12
Conflict-solving as a mediator between customer incivility and service performance	12
The role of tourism in environmental pollution: evidence from Malta	12
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative	12
This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?	12
The social assumption in service redefined by AI-mediated zero-social-touch services	12

How ethical leadership influences knowledge hiding? A sequential mediation model	11
Balancing trust and distrust in generative AI chatbot adoption: a case study from China	11
Employees’ foe or friend: artificial intelligence and employee outcomes	11
Bridging the missing link between customer incivility and service outcomes	11
Examining the influence of multiple dimensions of authentic dining experiences	10
Servant leadership and employees’ performance: organization and information structure perspective	10
Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs	10
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques	10
Social robot-delivered customer-facing services: an assessment of the experience	10
Business intelligence and firm performance: a moderated-mediated model	10
Cultivating green creativity through training and development in hospitality organizations	10
Entrepreneurial team diversity and start-up growth in consulting and hospitality	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
Hospitality as the bridge: advancing transformative service research towards human flourishing	9
Spiritual leadership and work alienation: analysis of mechanisms and constraints	9
Anthropomorphize service robots: the role of human nature traits	8
Transformative Experiences: Exploring the Role of Experience Facilitators	8
Artificial intelligence acceptance in services: connecting with Generation Z	8
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure	8
What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda	7
ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce	7
Supervisor negative gossip and employees’ thriving at work	7
Social media usage for service innovation: a resilience perspective	7
The dark side of artificial intelligence in services	7
Revisiting a model of customer engagement cycle: a systematic review	7
Work-family conflict, subjective well-being, burnout, and their effects on presenteeism	7