OOIR: Observatory of International Research

Papers

(The H4-Index of Journal of Hospitality Marketing & Management is 30. 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.)

Article	Citations
Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness	265
Past, present, and future of anthropomorphism in hospitality & tourism: conceptualization and systematic review	254
Drivers of and barriers to customer value co-creation behaviors in the robot-assisted restaurant context	120
Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices	77
Hi Alexa, do hotel guests have privacy concerns with you?: A cross-cultural study	71
Understanding psychological ownership in access-based consumption through a theory synthesis: an investigation of Airbnb and hotels	60
Artificial intelligence features and their service outcomes: a meta-analysis	53
Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude	49
Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan	47
A meta-analysis of antecedents and outcomes of psychological capital in hospitality and tourism	47
Understanding customer attitudes and behaviors towards drone food delivery services: An investigation of customer motivations and challenges	46
Inclusive yet unconvincing: when robot-delivered inclusive service undermines customer citizenship behavior	42
When uncertainty fuels bias: unconscious racial discrimination against sharing economy service providers in Airbnb	42
Strategizing human-robot role matrix: balancing automation and human touch	41
Cultivating consumer extra-role behaviors via green psychological benefits: the roles of gratitude and perceived consumer effectiveness	41
Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models	39
Employees’ sustainability behavior: moderating effects of customer environmental awareness	38
Good or excellent? Factors determining online hotel ratings. A spatial approach	37
The double-edged sword effect of human-robot collaboration on hospitality employees’ service innovation behavior	37
Effects of paradoxical leadership on generation Y employees’ voice behavior: Exploring the chain mediating role of employees’ psychological safety and job crafting	34
How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda	34
Impact of metaverse experiences on consumer behavior in metaverse-enabled hospitality retailing: the role of realism, immersion, convenience, and social interaction	34
Self-esteem or blame? How do customers’ protective face orientation and attribution of responsibility affect food waste reduction?	34
Critical determinants of intentions to revisit smart hotels: an examination of smart service interactional experience, emotions, and technophilia	33
A profile deviation approach to enhancing relationship marketing outcomes	32

Time flows, choices follow: exploring how the timing of services shapes customer preference for service robots versus human employees	32
Customers’ metaverse service encounter perceptions: sentiment analysis and topic modeling	32
Responding to negative reviews? The interplay of management response strategy and service failure type	31
The impact of chatbot communication style on switching intention of consumer in hospitality: the moderating role of social perception	31
Does ethnic affinity affect consumers’ posting behavior? Evidence from face recognition and difference-in-differences design	31
Service robot’s responses in service recovery and service evaluation: the moderating role of robots’ social perception	30
Corporate digital responsibility: navigating ethical, societal, and environmental challenges in the digital age and exploring future research directions	30