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The Service Industries Journal

1997 - 2023

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

From Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().

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Volume 43, issue 13-14, 2023

Business intelligence and firm performance: a moderated-mediated model pp. 923-939 Downloads
Amineh A. Khaddam, Amro Alzghoul, Mohammed A. Abusweilem and Fayrouz Abousweilem
Revisiting the undeclared service economy as a dual labour market: lessons from a 2019 Eurobarometer survey pp. 940-961 Downloads
Colin C. Williams and Aysegul Kayaoglu
The easier you get it, the less you cherish it? Research on the influence of coupon issuing methods on consumers from the perspective of psychological ownership pp. 962-988 Downloads
Zhenpeng Yu, Hui Zeng and Liaogang Hao
Patient participation: the impact of diagnosis and individual characteristics pp. 989-1009 Downloads
Mary E. Schramm, Tilottama G. Chowdhury, Myra Odenwaelder and Eunice A. Lisk
A classification scheme for productivity management in e-commerce services pp. 1010-1033 Downloads
Elisa Granha Lira, Noel Torres Júnior and Ricardo Augusto Oliveira Santos
When perspective-taking fails to inhibit customer aggression toward service employees pp. 1034-1054 Downloads
Yongju Kwon and Youjae Yi

Volume 43, issue 11-12, 2023

Factors affecting customers’ intention to voice shopping over smart speaker從智慧音箱品質、互補性與隱私風險探討影響智慧音箱使用者語音購物因素 pp. 785-805 Downloads
Chin-Lung Hsu and Judy Chuan-Chuan Lin
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure pp. 806-826 Downloads
Bo Huang and Sylvain Sénécal
How satisfactory are empathetic care and robotic assistance in telemedicine services? pp. 827-853 Downloads
Shilpi Saxena and Anupama Prashar
Services purchase from the informal economy using digital platforms pp. 854-874 Downloads
Ioana Alexandra Horodnic, Colin Williams, Andreea Apetrei, Mara Mațcu and Adrian V. Horodnic
How the time-scarcity feature of live-streaming e-commerce affects impulsive buying直播电商的时间性稀缺特征如何影响冲动购买 pp. 875-895 Downloads
Shuaikang Hao and Ling Huang
Introducing a composite measure of trust in financial services pp. 896-922 Downloads
S. M. A. Moin, James Devlin and Sally McKechnie

Volume 43, issue 9-10, 2023

Revisiting a model of customer engagement cycle: a systematic review pp. 579-617 Downloads
Duc Hoang, Sofia Kousi, Luis F. Martinez and Satish Kumar
Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda pp. 618-641 Downloads
Mohammad Sadegh Eshaghi, Mona Afshardoost and Jana Lay-Hwa Bowden
Determinants and consequences of trust in AI-based customer service chatbots pp. 642-675 Downloads
Ashish Viswanath Prakash, Arun Joshi, Shubhi Nim and Saini Das
Mapping knowledge management research in hospitality: a bibliometric analysis pp. 676-726 Downloads
Mert Gürlek and Mehmet Ali Koseoglu
Envy: definitions, approaches and implications pp. 727-763 Downloads
Rehan Ahmad and Muhammad Ishtiaq Ishaq
Using social exchange perspective to explain customer voluntary performance behavior pp. 764-784 Downloads
You-De Dai, Ying-Chan Liu, Wen-Long Zhuang and Ching-Hua Wang

Volume 43, issue 7-8, 2023

Hospitality as the bridge: advancing transformative service research towards human flourishing pp. 423-453 Downloads
Makarand Mody
Responsible leadership, organizational ethical culture, strategic posture, and green innovation pp. 454-474 Downloads
Muhammad Waheed Akhtar, Thomas Garavan, Muzhar Javed, Chunhui Huo, Muhammad Junaid and Khalid Hussain
Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques pp. 475-496 Downloads
Faizan Ali, Gozde Turktarhan, Xianglan Chen and Murad Ali
How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective pp. 497-524 Downloads
Ebru Tumer Kabadayi, Nilsah Cavdar Aksoy and Pinar Baydogan Turkay
The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency pp. 525-554 Downloads
Ali E. Akgün, Halit Keskin, Zeynep Aksoy, Selahaddin Samil Fidan and Suleyman Yigital
Can brand anthropomorphism trigger emotional brand attachment? pp. 555-578 Downloads
Jianfeng Ma, Hongwei Tu, Xing Zhou and Wanjie Niu

Volume 43, issue 5-6, 2023

Social media influencer popularity and authenticity perception in the travel industry pp. 289-311 Downloads
Sally Rao Hill and Bora Qesja
Test of a sequential mediation model of green management innovation pp. 312-335 Downloads
Osman M. Karatepe, Khalid Dahleez, Tahani Jaffal and Mohammed Aboramadan
Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience pp. 336-357 Downloads
Elham Anasori, Glauco De Vita and Kemal Gürkan Küçükergin
Employer perspectives on undeclared work in the service sector: impacts and policy responses pp. 358-377 Downloads
Ioana Alexandra Horodnic, Colin Williams, Adriana Manolică, Cristina Teodora Roman and Gabriela Boldureanu
Conceptualizing a transformative supply chain for ecosystem well-being pp. 378-399 Downloads
Nitipon Tansakul, Suthathip Suanmali and Kunio Shirahada
Determinants of customer loyalty in online group-buying: the self-regulation mechanism pp. 400-421 Downloads
Chun-Ming Chang

Volume 43, issue 3-4, 2023

Revolutionizing services with cutting-edge technologies post major exogenous shocks pp. 125-133 Downloads
Nisreen Ameen, Giampaolo Viglia and Levent Altinay
Avatar-mediated service encounters: impacts and research agenda pp. 134-153 Downloads
Kentaro Watanabe and Bach Quang Ho
Social robot-delivered customer-facing services: an assessment of the experience pp. 154-184 Downloads
Santiago Forgas-Coll, Ruben Huertas-Garcia, Antonio Andriella and Guillem Alenyà
My new financial companion! non-linear understanding of Robo-advisory service acceptance pp. 185-212 Downloads
Eugene Cheng-Xi Aw, Tao Zha and Stephanie Hui-Wen Chuah
Anthropomorphize service robots: the role of human nature traits pp. 213-237 Downloads
Linxiang Lv, Minxue Huang and Ruyao Huang
Towards a typology of negative engagement behavior in social media pp. 238-259 Downloads
Matias Lievonen, Jana Bowden and Vilma Luoma-aho
Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’? pp. 260-287 Downloads
Ahmed Tlili, Ronghuai Huang and Kinshuk

Volume 43, issue 1-2, 2023

An integrative framework for business model innovation in the tourism industry旅游业商业模式创新的综合框架 pp. 1-23 Downloads
Sascha Kraus, Andreas Kallmuenzer, Dominik K. Kanbach, Peter M. Krysta and Maurice M. Steinhoff
Employees’ CSR attributions and pro-environmental behaviors in the hotel industry: the key role of female supervisors pp. 24-42 Downloads
Guadalupe Vila-Vázquez, Carmen Castro-Casal and Adolfo Carballo-Penela
Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative pp. 43-63 Downloads
Wael Mohammed Thabet, Kamal Badar, Mohammed Aboramadan and Ahmad Abualigah
Pre-service recovery: impact on customer satisfaction and acceptable waiting time pp. 64-84 Downloads
Jin Qin, Fengqin Xu and Rui Wang
Interaction between functional and relational service quality: hierarchy vs. compensation pp. 85-103 Downloads
Vicente Martínez-Tur, Yolanda Estreder, Inés Tomás, José Ramos and Oto Luque
Anticipated emotion in planned versus unplanned purchase: scale development and validation pp. 104-123 Downloads
Sohel Ahmed and Ding Hooi Ting

Volume 42, issue 15-16, 2022

Unpacking solutions to counterproductive work behavior using hybrid fuzzy MCDM pp. 1123-1150 Downloads
Sanaz Vatankhah and Maryam Darvishi
Building loyalty through perceived value in online shopping – does family life cycle stage matter? pp. 1151-1189 Downloads
Raman Amirtha and V. J. Sivakumar
Service security breaches: the impact of comparative optimism pp. 1190-1210 Downloads
Lu Zhang, Wei Wei and Nan Hua
A client-centric risk-based taxonomy of service triads pp. 1211-1233 Downloads
Sourav Sengupta, T. T. Niranjan, Mohan Krishnamoorthy and Wendy van der Valk
Effect of e-referral incentive programs on referrer loyalty on social platforms pp. 1234-1255 Downloads
Xiaorong Fu and Jing Pang
Impact of overseas M&As on Chinese service enterprises’ market value pp. 1256-1276 Downloads
Hao Lu, Jin Hong, Qiong Chen and Ping Deng

Volume 42, issue 13-14, 2022

Discovering meaningful engagement through interaction between customers and service robots pp. 973-1000 Downloads
Youyung Hyun, Sunyoung Hlee, Jaehyun Park and Younghoon Chang
Characteristics and roles of streamers in e-commerce live streaming pp. 1001-1029 Downloads
Shengliang Zhang, Chaoying Huang, Xiaodong Li and Ai Ren
Technostressors and service employees outcomes: a longitudinal study pp. 1030-1053 Downloads
Ali Raza, Muhammad Ishtiaq Ishaq, Haleema Zia, Zia ur-Rehman and Rehan Ahmad
Linking artificial intelligence to service sabotage pp. 1054-1074 Downloads
Chunhao Ma and Jian Ye
Service failure and self-recovery in tech-based services: self-determination theory perspective pp. 1075-1100 Downloads
Yen-Ting Helena Chiu and Dung Minh Nguyen
Detecting fake reviews with supervised machine learning algorithms pp. 1101-1121 Downloads
Minwoo Lee, Young Ho Song, Lin Li, Kyung Young Lee and Sung-Byung Yang

Volume 42, issue 11-12, 2022

The importance of perceived fairness in product customization settings pp. 823-842 Downloads
Ursula Scholl-Grissemann, Nicola E. Stokburger-Sauer and Karin Teichmann
Understanding the role of frontline employee felt obligation in services pp. 843-871 Downloads
Neeru Malhotra, Nicholas Ashill, Cristiana R. Lages and Amir Homayounfard
Linking ostracism with employee negligence behavior: a moderated mediation model pp. 872-896 Downloads
Komal Aliza, Sadia Shaheen, Muhammad Jawad Malik, Sehar Zulfiqar, Syeda Azra Batool, Muhammad Ahmad-ur-Rehman and Ayesha Javed
Spiritual leadership and work alienation: analysis of mechanisms and constraints pp. 897-918 Downloads
Moazzam Ali, Muhammad Usman, Gbemisola T. Soetan, Munazza Saeed and Yasin Rofcanin
Emotions in service research: evolutionary analysis and empirical review pp. 919-947 Downloads
Hasan Evrim Arici, Mehmet Ali Köseoglu and Nagihan Cakmakoglu Arici
Combining strategies for high service productivity with successful service innovation pp. 948-971 Downloads
Johannes Hofmeister, Malte H. G. Schneider, Dominik K. Kanbach and Sascha Kraus

Volume 42, issue 9-10, 2022

How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications pp. 653-687 Downloads
Jesús Cambra-Fierro, Lily (Xuehui) Gao, María Eugenia López-Pérez and Iguácel Melero-Polo
Transforming tourists’ intentions through destination engagement: insights from transformative learning theory pp. 688-715 Downloads
Navin Kumar, Rajeev Kumar Panda and Kishalay Adhikari
The need to belong: how to reduce workplace ostracism pp. 716-737 Downloads
Ho Kwong Kwan, Miaomiao Li, Xiangfan Wu and Xiaofeng Xu
Customer readiness–customer participation link in e-services pp. 738-769 Downloads
Nguyen M. Tuan
Communication and the role of third-party endorsement in social crowdfunding pp. 770-797 Downloads
Veronica De Crescenzo, Abel Monfort, Jose Augusto Felício and Samuel Ribeiro-Navarrete
How are the exchange relationships of front office employees reflected on customers? pp. 798-821 Downloads
Yilmaz Akgunduz, Ceylan Alkan and Özge Adan Gök

Volume 42, issue 7-8, 2022

Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute’ pp. 481-513 Downloads
Weng Marc Lim, Satish Kumar and Faizan Ali
The intellectual structure of customer experience research in service scholarship: a bibliometric analysis pp. 514-550 Downloads
Hasan Evrim Arici, Mehmet Ali Köseoglu and Alptekin Sökmen
Theories, constructs, and methodologies to study COVID-19 in the service industries pp. 551-582 Downloads
Jesús Cambra-Fierro, Lily (Xuehui) Gao, Iguácel Melero-Polo and Lia Patrício
The attribution effects of CSR motivations on brand advocacy: psychological distance matters! pp. 583-605 Downloads
Ahmad Aljarah, Bassam Dalal, Blend Ibrahim and Eva Lahuerta-Otero
Communication skills shape voice effects in organizations pp. 606-629 Downloads
Adnan Ozyilmaz and Demet Taner
How autonomy-supportive leaders influence employee service performance: a multilevel study pp. 630-651 Downloads
Chih-Ting Shih, Shu-Ling Chen and Minston Chao

Volume 42, issue 5-6, 2022

Osman M. Karatepe, Fangfang Shi and Fevzi Okumus
Leadership, green innovation, and green creativity: a systematic review pp. 280-320 Downloads
Hasan Evrim Arici and Muzaffer Uysal
A systematic review of creativity in tourism and hospitality pp. 321-359 Downloads
Ali Bavik and Chen-Feng Kuo
The potential and constraint of work gamification for employees’ creative performance pp. 360-382 Downloads
Juliet E. Ikhide, Ahmet Tarik Timur and Oluwatobi A. Ogunmokun
Employee mindfulness and creativity: when emotions and national culture matter pp. 383-411 Downloads
Huy Gip, Do The Khoa, Priyanko Guchait, R.L. Fernando Garcia and Aysin Pasamehmetoglu
Green human resource management in service industries: the construct, antecedents, consequences, and outlook pp. 412-452 Downloads
Cem Tanova and Steven W. Bayighomog
Analyzing antecedents and consequences of multidimensional green brand equity pp. 453-479 Downloads
Muhammad Ishtiaq Ishaq, Eleonora Di Maria and Rizwan Qaiser Danish

Volume 42, issue 3-4, 2022

How does mindfulness boost work engagement and inhibit psychological distress among hospital employees during the COVID-19 pandemic? The mediating and moderating role of psychological resilience pp. 131-147 Downloads
Fadime Tulucu, Elham Anasori and Gulsevim Kinali Madanoglu
The missing link between analytics readiness and service firm performance pp. 148-177 Downloads
Seigyoung Auh, Bulent Menguc, Preethika Sainam and Yeon Sung Jung
Value co-creation in the B2B context: a conceptual framework and its implications pp. 178-205 Downloads
Buddhi Pathak, Mona Ashok and Yin Leng Tan
Qualitative analysis of big data in the service sectors pp. 206-224 Downloads
Chun-Che Huang, Wen-Yau Liang, Dan-Wei (Marian) Wen, Ping-Ho Ting and Meng-Ying Shen
International services marketing: an integrative assessment of the literature国际化服务行业市场营销:综合文献分析 pp. 225-248 Downloads
Katharina Maria Hofer and Gary Knight
Financial services and globalisation in belt and road countries pp. 249-276 Downloads
Hui-Shan Lee, Shyue-Chuan Chong and Bik-Kai Sia

Volume 42, issue 1-2, 2022

Forty years of The Service Industries Journal: a bibliometric review pp. 1-20 Downloads
Giampaolo Viglia, Satish Kumar, Nitesh Pandey and Yatish Joshi
Unifying technology and people: revisiting service in a digitally transformed world pp. 21-41 Downloads
Jay Kandampully, Anil Bilgihan and Daisy K. Li
Stakeholder engagement and business model innovation value pp. 42-58 Downloads
Linda D. Hollebeek, Sigitas Urbonavicius, Valdimar Sigurdsson, Moira K. Clark, Oliver Parts and Raouf Ahmad Rather
Online customer relationships: switching cost drivers for different relationship lengths pp. 59-80 Downloads
Mohd A Al-Hawari
Rude customers and service performance: roles of motivation and personality pp. 81-106 Downloads
David J. Yoon
Destination risk news framing effects – the power of audiences pp. 107-130 Downloads
Grzegorz Kapuściński and Barry Richards
Page updated 2023-10-01