OOIR: Observatory of International Research

Papers

(The TQCC of Journal of Hospitality Marketing & Management is 21. 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
Artificial intelligence features and their service outcomes: a meta-analysis	45
Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude	45
When uncertainty fuels bias: unconscious racial discrimination against sharing economy service providers in Airbnb	40
Strategizing human-robot role matrix: balancing automation and human touch	40
Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models	39
Effects of paradoxical leadership on generation Y employees’ voice behavior: Exploring the chain mediating role of employees’ psychological safety and job crafting	38
Employees’ sustainability behavior: moderating effects of customer environmental awareness	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
Corporate digital responsibility: navigating ethical, societal, and environmental challenges in the digital age and exploring future research directions	29
Correction	28
Long-term effects of AI-Powered robots on employee creativity in the hospitality industry: psychological mechanisms of human–AI collaboration	28
Multiple mediating effects in the association between hotels’ eco-label credibility and green WOM behavior	27
High-performance work systems and employees’ outcomes in challenging contexts: the role of hindrance stressors	27
How dark traits and regulatory focus manifest in online hotel reviews: a textual content analysis	26
Theorizing vloggers’ approaches and practices in travel vlog production through grounded theory	26
The effect of hotel digital leadership on employee digital voice: a social cognitive theory perspective	25
To break or not to break? The dual effects of employee-AI collaborative identification on employee pro-customer rule breaking	24
Social connectedness and well-being of elderly customers: Do employee-to-customer interactions matter?	24
Green entrepreneurship orientation, green innovation and hotel performance: the moderating role of managerial environmental concern	23
Navigating workplace technological challenges: the role of technology curiosity and peace of mind in enhancing employee work-life wellbeing and work pleasure	23
Beyond Reality: Examining the Opportunities and Challenges of Cross-Border Integration between Metaverse and Hospitality Industries	23
Tripolar sentiment toward generative AI in hospitality marketing: legitimacy, herd dynamics, and managerial implications	22
Empowered to excel: How and when customer empowering behaviors ignite employee customer-oriented citizenship behaviors	22
Digital crisis communication in hospitality and tourism: public and industry perspectives from China	21
Exploring mental health from the perspective of DNA methylation: evidence from the hospitality employees	21
Value co-destruction behavior in peer-to-peer accommodation: evidence of dark triad, moral disengagement, and host incivility	21
Customer perception of price fairness in human-robot interaction: examining the role of anthropomorphism and social presence	21