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 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

Volume 44, issue 15-16, 2024

Artificial intelligence psychological anthropomorphism: scale development and validation pp. 1061-1092

Pengyi Shen, Fengying Zhang, Xiucheng Fan and Feng Liu

Artificial intelligence ethics in services: are we paying attention to that?! pp. 1093-1116

Ahmed Tlili, Mouna Denden, Mourad Abed and Ronghuai Huang

Big data analytics and the use of artificial intelligence in the services industry: a meta-analysis pp. 1117-1144

Wagner Junior Ladeira, Fernando de Oliveira Santini, Tareq Rasul, Isaac Cheah, Samer Elhajjar, Naveed Yasin and Shakeb Akhtar

Effectuation, SME service innovation, and business customers’ value perception pp. 1145-1180

Jiawen Chen and Linlin Liu

How do online review valence and ratings interact with consumer-generated visuals? pp. 1181-1210

Osman El-Said, Sayed Elhoushy and Sara Al Bulushi

Driving service-oriented organizational citizenship behavior through error management culture pp. 1211-1250

Arun Aggarwal, Weng Marc Lim, Dinesh Jaisinghani and Kamrunnisha Nobi

Volume 44, issue 13-14, 2024

The physical frictionless experience: a slippery slope for experience memorability of retail services? pp. 919-948

Chelsea Phillips, Rebekah Russell-Bennett and Marek Kowalkiewicz

Constructing a value co-destruction behavior scale in business-to-customer service context pp. 949-969

Xinhua Guan, Jinhong Gong, Qiangqiang Liu and Tzung-Cheng Huan

Work-leisure conflict and emotional labor in hospitality: a moderated-mediation model pp. 970-992

Shih-Hao Liu

Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms pp. 993-1017

Jasmine A.L. Yeap, Say Keat Ooi, Emily H.T. Yapp and Navhina Ramesh

Understanding over-ordering behaviour in social dining: integrating mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model pp. 1018-1037

Mingzhuo Wang, S. Mostafa Rasoolimanesh, Puvaneswaran Kunasekaran and Yuzong Zhao

Entrepreneurial team diversity and start-up growth in consulting and hospitality pp. 1038-1060

Rui Baptista, António Sérgio Ribeiro, Syeda Nimra Batool, Cheng-Feng Cheng and Sascha Kraus

Volume 44, issue 11-12, 2024

How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance pp. 789-812

Ran Huang and Sejin Ha

The role of tourism in environmental pollution: evidence from Malta pp. 813-831

Setareh Katircioglu and Salih Katircioglu

Servant leadership and employees’ performance: organization and information structure perspective pp. 832-850

Farah Khan, Muhammad Arshad, Rabeeya Raoof and Omer Farooq

To wait or not to wait: effect of apologies and explanations on customer call abandonment pp. 851-872

Jintao Wu, Tong Wu, Hongbin Zhang and Bodo B. Schlegelmilch

Promoting electronic customer-to-customer interaction: evidence from social commerce sites pp. 873-899

Ying Zhou, Fumitaka Furuoka and Sameer Kumar

Supervisor negative gossip and employees’ thriving at work pp. 900-917

Qianlin Zhu, Feng Wei and Muhammad Farrukh Moin

Volume 44, issue 9-10, 2024

Ethics in services: an historical perspective and new research arcs pp. 621-633

Eileen Bridges

Ethical considerations of service organizations in the information age信息时代服务组织的道德思考 pp. 634-660

Mark Anthony Camilleri, Lina Zhong, Mark S. Rosenbaum and Jochen Wirtz

Ethical implementation of artificial intelligence in the service industries pp. 661-685

Sanaz Vatankhah, Vahideh Bamshad, Hasan Evrim Arici and Yanqing Duan

Responsible brand leadership in services: fostering love, ethics, and empowerment pp. 686-709

Muhammad Junaid, Muzhar Javed, Khalid Hussain and Khaldoon Nusair

The impact of family-like employee-organization relationship on unethical pro-family behavior pp. 710-734

Zhu Yao and Zhengde Xiong

Leveraging responsible artificial intelligence to enhance salespeople well-being and performance pp. 735-765

Chenchen Weng, Ruizhi Yuan, Dandan Ye, Bo Huang and Jiyao Xun

Conceptualizing service ethics for the complexity of modern service interactions pp. 766-788

Samuel Petros Sebhatu, Qusay Hamdan and Raymond P. Fisk

Volume 44, issue 7-8, 2024

A moderated mediation model of green human resource management pp. 457-479

Ahmad Abualigah, Kamal Badar, Qasim Ali Nisar and Osman M. Karatepe

Reuse intention of augmented reality apps: recreational consciousness as moderator pp. 480-521

Behzad Foroughi, Hathaitip Hongsachart, Shahla Asadi, Mohammad Iranmanesh, Morteza Ghobakhloo and Erfan Babaee Tirkolaee

Transformative experiences: a conceptual analysis of the integration process pp. 522-537

Barbara Neuhofer

Customer no-show reduction in web-based appointment service: investigations of non-attendance behaviors pp. 538-562

Ye Hua, Tong Che, Cheng Yang and Miao Hu

Employee voice: the impact of high-performance work systems and organisational engagement climate pp. 563-591

Akinjide F. Badru, Georgiana Karadas and Olusegun A. Olugbade

Engaging employees in value cocreation: interplay among firm, employee, and supervisor pp. 592-619

Muhammad Amin, Kimmy Wa Chan, Amjad Shamim, Zulkipli Bin Ghazali and Fong-Woon Lai

Volume 44, issue 5-6, 2024

Examining the influence of multiple dimensions of authentic dining experiences pp. 317-341

Jong-Hyeong Kim and Hanqun Song

Conflict-solving as a mediator between customer incivility and service performance pp. 342-377

Seigyoung Auh, Bulent Menguc, Frauke Mattison Thompson and Aypar Uslu

A moderated mediation model of knowledge hiding pp. 378-390

Muhammad Farrukh Moin, Muhamad Khalil Omar, Ahsan Ali, Muhammad Imran Rasheed and Moustafa Abdelmotaleb

Work stress, ego depletion, gender and abusive supervision: A self-Regulatory perspective pp. 391-411

Sharjeel Saleem, Muhammad Sajid, Muhammad Arshad, Muhammad Mustafa Raziq and Sadia Shaheen

Ebullient supervision and employee life satisfaction: a moderated mediation model pp. 412-436

Qandeel Hassan, Ghulam Abid, Muhammad Ali, Maryam Rehmat and Rabbia Zafar

Does awe facilitate conformity in tourism consumption? Evidence from China pp. 437-455

Yan Yang, Jing Hu and FengJie Jing

Volume 44, issue 3-4, 2024

The dark side of artificial intelligence in services pp. 149-172

Daniel Belanche, Russell W. Belk, Luis V. Casaló and Carlos Flavián

ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce pp. 173-217

Muhammad Waqas Sadiq, Muhammad Waheed Akhtar, Chunhui Huo and Salman Zulfiqar

Employee quiet quitting behaviours: conceptualization, measure development, and validation pp. 218-236

Mariam Arif Karrani, Shaker Bani-Melhem and Faridahwati Mohd-Shamsudin

Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model pp. 237-264

Gökhan Kenar and Murat Yeşiltaş

How ethical leadership influences knowledge hiding? A sequential mediation model pp. 265-287

Yi Xie, Qinghua Xia, Jianmin Song, Shuchuan Hu and Xiaolong Liu

How potential customers perceive companies’ reply to negative reviews? pp. 288-316

Wee-Kheng Tan and Wei-Hung Chen

Volume 44, issue 1-2, 2024

Who trusts whom? The case of immigrant service professionals pp. 1-21

Tali Seger-Guttmann and Karin Amit

Credit card churning customers, endowed loyalty, and protestant work ethic pp. 22-44

Tiffany S. Legendre and Melissa A. Baker

The effect of promotion regulatory focus on service performance pp. 45-62

Jiaqi Yan, Muhammad Ali, Mubbsher Munawar Khan, Syed Hamad Hassan Shah and Atif Saleem Butt

Effect of social status signaling in an organic restaurant setting有机餐厅背景下社会地位信号的影响 pp. 63-82

EunPyo Hong and Jiseon Ahn

The effects of host sincerity on tourists’ perceived destination image pp. 83-104

Lingfei Wu, Babak Taheri, Fevzi Okumus and Suosheng Wang

What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda pp. 105-147

Bavik Ali