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 2022-05-01 to 2026-05-01.)

Article	Citations
Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness	472
Past, present, and future of anthropomorphism in hospitality & tourism: conceptualization and systematic review	257
Understanding psychological ownership in access-based consumption through a theory synthesis: an investigation of Airbnb and hotels	244
Drivers of and barriers to customer value co-creation behaviors in the robot-assisted restaurant context	117
Hi Alexa, do hotel guests have privacy concerns with you?: A cross-cultural study	77
Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices	68
Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan	60
Understanding customer attitudes and behaviors towards drone food delivery services: An investigation of customer motivations and challenges	51
Inclusive yet unconvincing: when robot-delivered inclusive service undermines customer citizenship behavior	49
A meta-analysis of antecedents and outcomes of psychological capital in hospitality and tourism	46
Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude	45
Artificial intelligence features and their service outcomes: a meta-analysis	45
Strategizing human-robot role matrix: balancing automation and human touch	40
When uncertainty fuels bias: unconscious racial discrimination against sharing economy service providers in Airbnb	40
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
Effects of paradoxical leadership on generation Y employees’ voice behavior: Exploring the chain mediating role of employees’ psychological safety and job crafting	38
Impact of metaverse experiences on consumer behavior in metaverse-enabled hospitality retailing: the role of realism, immersion, convenience, and social interaction	37
Good or excellent? Factors determining online hotel ratings. A spatial approach	35
Cultivating consumer extra-role behaviors via green psychological benefits: the roles of gratitude and perceived consumer effectiveness	34
The double-edged sword effect of human-robot collaboration on hospitality employees’ service innovation behavior	34
Self-esteem or blame? How do customers’ protective face orientation and attribution of responsibility affect food waste reduction?	33
How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda	33
Critical determinants of intentions to revisit smart hotels: an examination of smart service interactional experience, emotions, and technophilia	33
Customers’ metaverse service encounter perceptions: sentiment analysis and topic modeling	32

Time flows, choices follow: exploring how the timing of services shapes customer preference for service robots versus human employees	32
A profile deviation approach to enhancing relationship marketing outcomes	32
The impact of chatbot communication style on switching intention of consumer in hospitality: the moderating role of social perception	31
Service robot’s responses in service recovery and service evaluation: the moderating role of robots’ social perception	30
From novelty to necessity: evolving consumer expectations and experiences in human-technology interactions	30
Does ethnic affinity affect consumers’ posting behavior? Evidence from face recognition and difference-in-differences design	30
Responding to negative reviews? The interplay of management response strategy and service failure type	30