The Service Industries Journal

1997 - 2025

Current editor(s): Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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Volume 45, issue 15-16, 2025

Necessary Configuration Analysis (NConfA): a new multivariate approach pp. 1303-1312

S. Mostafa Rasoolimanesh and Hesam Olya

Avatars at the forefront: how collaboration types influence purchase intention pp. 1313-1347

Shengliang Zhang, Maierdan Mahemuti, Jing Tang, Xiaohua Han and Xiaodong Li

Customer trust and willingness to use shopping assistant humanoid chatbot pp. 1348-1372

Youhua Wang, Muhammad Mohsin and Khalid Jamil

A moderated-mediated model of work alienation and mindfulness at work pp. 1373-1397

Georgiana Karadas, Souad Hassanie, Özlem Altun, Farzad Safaeimanesh and Nafiya Guden

Bridging the missing link between customer incivility and service outcomes pp. 1398-1420

Makoto Fujii

Job crafting towards strengths and interests: how overqualification enhances creativity? pp. 1421-1445

Yana Du, Jinlian Luo and Yaqi Su

Volume 45, issue 13-14, 2025

The social assumption in service redefined by AI-mediated zero-social-touch services pp. 1133-1156

David Diwei Lv, Weiming Qiu and Erin Cho

The impact of ChatGPT’s competencies on users’ intention to use pp. 1157-1186

Peiyu Zhou, Changyong Liang, Yuguang Xie, Junhui Yan, Shuping Zhao and Li Jiang

How do you treat your ‘big fish’? The joint effect of perceived subordinates’ overqualification and managers’ personalities on knowledge hiding pp. 1187-1213

Jiajing Hu, Yinghui Zhu, Emily (Jintao) Ma and Chen Chen

Online opinion leadership styles and purchase intention in livestreaming e-commerce pp. 1214-1240

Jun Ma, Jianyu Chen, Guanxu Zhang and Siyu Chen

How does paternalistic leadership evoke abusive supervision? The mediating role of territorial behaviour pp. 1241-1274

Lei Ju, Enshuo Liang, Xiuli Jing, Fevzi Okumus and Mehmet Ali Koseoglu

Innovation-based coopetition taxonomy for knowledge intensive business services pp. 1275-1301

Joana Costa, Adriana Fumi Chim-Miki and Rui Augusto da Costa

Volume 45, issue 11-12, 2025

Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach pp. 935-965

Behzad Foroughi, Tran Quang Huy, Mohammad Iranmanesh, Morteza Ghobakhloo, Abderahman Rejeb and Davoud Nikbin

Cultivating green creativity through training and development in hospitality organizations pp. 966-991

Mudassir Husnain, Qingyu Zhang, Muhammad Waheed Akhtar, Muhammad Usman, Ahmed Tariq, Chunhui Huo and Muhammad Saeed Akhtar

Exploring the impact of social media content on travel envy and intention to visit destination: moderating role of narcissist admiration and rivalry pp. 992-1017

Rehan Ahmad, Muhammad Ishtiaq Ishaq, Ali Raza, Qurat-ul-ain Talpur and Ghulam Murtaza

Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity pp. 1018-1040

Huixin Yu and Zhongyuan Li

Conceptualization, measurement and theorization of green innovation in hospitality and tourism: looking back to move forward pp. 1041-1099

Mert Gürlek and İlker Kılıç

Employees’ foe or friend: artificial intelligence and employee outcomes pp. 1100-1131

Muhammad Abubakar Tahir, Gaofeng Da, Muzhar Javed, Muhammad Waheed Akhtar and Xiaohui Wang

Volume 45, issue 9-10, 2025

Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook pp. 751-778

Anita Manfreda, Danni Wang, Yun Zhang and Emily Ma

The role of customer’s engagement in service recovery pp. 779-818

Maha Saied Abdo, Mohamed H. Elsharnouby and Amira Fouad Ahmed Mahran

Big data analytic capabilities, intrapreneurship, and service innovation behaviors: a moderated mediation model pp. 819-843

Emre Yaşar, Mahmut Demir and Cihan Cobanoglu

How and when workplace suspicion triggers knowledge hiding: the cross-level moderation effects of performance climate and mastery climate pp. 844-873

Mengying Wu, Wei Li, Xiaoling Wang, Yunbo Lu and Christophe Estay

Brand transgression in corporate social responsibility era: empirical evidence from hospitality industry pp. 874-898

Anzar Ahmed, Ali Raza, Qurat-ul-ain Talpur, Muhammad Ishtiaq Ishaq and Tehmeena Shafqat

Empowering employee creativity in service organizations: unlocking the role of ownership, employee vitality and supportive leadership pp. 899-934

Edem Maxwell Azila-Gbettor, Francis Fonyee Nutsugah, Jewel Dela Novixoxo, Stanley Nelvis Glate and Christopher Mensah

Volume 45, issue 7-8, 2025

Correction pp. iii-iv

The Editors

Workplace hazing and employee turnover intention in the hospitality industry: a person-environment fit perspective pp. 605-634

Muhammad Imran Rasheed, Sharjeel Saleem, Mobeena Altaf, Aliana Man Wai Leong and Fevzi Okumus

Value formation in AI-integrated service system: review and implications on hospitality and tourism research pp. 635-656

Katsy J. Lin, Ke Zhang, Sirong Chen, Huiyue Ye, Xiaonan Li and Rob Law

Transformative Experiences: Exploring the Role of Experience Facilitators pp. 657-680

Nieke Dieteren and Barbara Neuhofer

Unmasking the influence of employees’ coping strategies on workplace bullying pp. 681-701

Natalia Sigaeva, Ali Öztüren and Hasan Kılıç

How does AI agent (vs. IVR system) service failure impact customer purchase behavior: mediating effect of customer involvement pp. 702-720

Bin Li, Yufei Chang, Luning Liu, Haijia Liu and Jie Sun

Corporate social responsibility in hospitality and tourism: a systematic review pp. 721-750

Hasan Evrim Arici, Mehmet Bahri Saydam, Alptekin Sökmen and Nagihan Cakmakoglu Arici

Volume 45, issue 5-6, 2025

The dark side of AI in professional services pp. 455-474

Francisco J. Trincado-Munoz, Carlo Cordasco and Tim Vorley

Abusive supervision: serial and moderated mediation effects pp. 475-499

Osman M. Karatepe, Emmanuel Twumasi Ampofo, Felicity Asiedu-Appiah and Foster Frempong

Understanding customer brand engagement through service environment: a multilevel analysis pp. 500-525

Mir Shahid Satar, Raouf Ahmad Rather, Shakir Hussain Parrey, Islam Elbayoumi Salem, Arslan Rafi and Zahed Ghaderi

How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators pp. 526-555

Yafei Liu, Mingli Zhang, Mu Hu and Tong Qiao

Autonomous sensory meridian response in service experience: an exploratory study pp. 556-581

Nina Zlateva, Stanislav Ivanov and Vladimir Fedoseev

Social media usage for service innovation: a resilience perspective pp. 582-603

Jiawen Chen and Linlin Liu

Volume 45, issue 3-4, 2025

Work-family conflict, subjective well-being, burnout, and their effects on presenteeism pp. 303-329

Ali Ozduran, Mehmet Bahri Saydam, Kayode Kolawole Eluwole and Ememabasi Uwem Mertens

Inclusive leadership and team innovation in retail services pp. 330-350

La Anh Duc and Nguyen Dinh Tho

A job demands-resources perspective on servant leadership and employee creativity pp. 351-373

Jin Yang, Ting Yu, Jun Song, Wenjun Cai and Ruowei Teng

High-performance work system in service sector: review and framework development pp. 374-406

Dimple and Vijay Kuriakose

The work–family spillover and crossover effects of negative workplace gossip pp. 407-425

Qianlin Zhu and Ken Cheng

Relationship between climate change and tourism: an integrative review pp. 426-453

Gagan Deep Sharma, Babak Taheri, Ritika Chopra and Jaya Singh Parihar

Volume 45, issue 2, 2025

Leaders’ knowledge hiding and front-line employee service sabotage pp. 161-179

Salman Zulfiqar, Thomas Garavan, Chunhui Huo, Muhammad Waheed Akhtar and Binesh Sarwar

Task stressors, team reflexivity, and proactive customer service performance pp. 180-208

Ahsan Ali and Ali Nawaz Khan

Startup initiatives in social service industries: cohousing and energy communities pp. 209-227

Manuel Sánchez-Robles, Rosa Puertas and Domingo Ribeiro-Soriano

The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective pp. 228-255

Chen Tser-Yieth, Yeh Tsai-Lien and Huang Ya-Wen

Unlearning in service contexts: a moderated-mediation model pp. 256-276

Michael Yao-Ping Peng, Owais Anwar Golra, Majid Khan, Thomas Garavan, Yong-Sheng Chang and Muhammad Usman

Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs pp. 277-302

Mir Shahid Satar, Raouf Ahmad Rather, Shakir Hussain Parrey, Huda Khan and Tareq Rasul

Volume 45, issue 1, 2025

From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior pp. 1-26

Misun (Sunny) Kim and Melissa A. Baker

Dispositional awe, meaning in life, and socially responsible consumption pp. 27-53

Jing Hu

Curvilinear relationship between customer engagement and responses to service failures pp. 54-80

Yun-na Park and Taeshik Gong

Negative customer engagement behaviour in a service context pp. 81-104

Diem Khac Xuan Do and Jana Lay-Hwa Bowden

This doesn’t make sense! Does illegitimate tasks affect innovative behaviour? pp. 105-131

Shaker Bani-Melhem, Rawan Mazen Abukhait and Faridahwati Mohd Shamsudin

Benefit versus risk: a behavioral model for using robo-advisors pp. 132-159

Daniel Belanche, Luis V. Casaló, Marta Flavián and Sandra Maria Correia Loureiro