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The Service Industries Journal

1997 - 2020

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 40, issue 7-8, 2020

COVID-19: fear appeal favoring purchase behavior towards personal protective equipment pp. 471-490 Downloads
Prince Clement Addo, Fang Jiaming, Nora Bakabbey Kulbo and Li Liangqiang
Service innovation implementation: a systematic review and research agenda pp. 491-517 Downloads
Shiwangi Singh, Ismail Akbani and Sanjay Dhir
Cultural orientations and product innovation in the Ghanaian banking sector pp. 518-541 Downloads
Jenkins Atarisigna Asaah, Shao Yunfei, Kwame Ansong Wadei and Kofi Frimpong Adasa Nkrumah
New perspective on informal knowledge sharing in the self-service environment pp. 542-564 Downloads
E. Van Tonder, L.t De Beer and T. Kuyper
The role of oil prices, growth and inflation in bank profitability pp. 565-584 Downloads
Salih Katırcıoglu, Nesrin Ozatac and Nigar Taspınar
Co-competition, learning, and business strategy for new service development pp. 585-609 Downloads
Chih-Hsing Liu, Angela Ya-ping Chang, Jeou-Shyan Horng, Sheng-Fang Chou and Yung-Chuan Huang

Volume 40, issue 5-6, 2020

The two-way integration between manufacturing and services pp. 337-357 Downloads
Claudio Di Berardino and Gianni Onesti
How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours pp. 358-379 Downloads
Tser-Yieth Chen, Tsai-Lien Yeh and Chin-I Chang
Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain pp. 380-393 Downloads
Flavia Cavazotte, Valter Moreno and Luis Cesar Chehab Lasmar
TMX, social loafing, perceived accountability and OCB pp. 394-414 Downloads
You-De Dai, Yu-Hsiang Hou, Ching-Hua Wang, Wen-Long Zhuang and Ying-Chan Liu
The service smile chain: linking leader emotions to customer outcomes pp. 415-435 Downloads
Xiao-Yu Liu and Yongmei Liu
Conceptualization and assessment of E-service quality for luxury brands pp. 436-470 Downloads
Jung-Hwan Kim and Minjeong Kim

Volume 40, issue 5, 2020

The two-way integration between manufacturing and services pp. 337-357 Downloads
Claudio Di Berardino and Gianni Onesti
How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours pp. 358-379 Downloads
Tser-Yieth Chen, Tsai-Lien Yeh and Chin-I Chang
Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain pp. 380-393 Downloads
Flavia Cavazotte, Valter Moreno and Luis Cesar Chehab Lasmar
TMX, social loafing, perceived accountability and OCB pp. 394-414 Downloads
You-De Dai, Yu-Hsiang Hou, Ching-Hua Wang, Wen-Long Zhuang and Ying-Chan Liu
The service smile chain: linking leader emotions to customer outcomes pp. 415-435 Downloads
Xiao-Yu Liu and Yongmei Liu
Conceptualization and assessment of E-service quality for luxury brands pp. 436-470 Downloads
Jung-Hwan Kim and Minjeong Kim

Volume 40, issue 3-4, 2020

Service robot implementation: a theoretical framework and research agenda pp. 203-225 Downloads
Daniel Belanche, Luis V. Casaló, Carlos Flavián and Jeroen Schepers
The structural effects of affective and cognitive elaboration in formation of customer–brand relationship pp. 226-242 Downloads
Jiseon Ahn and Ki-Joon Back
Corporate social responsibility as a determinant of long-term orientation pp. 243-267 Downloads
Minseong Kim, Lori Pennington-Gray and Jihye Kim
Improving relationship quality during the crisis pp. 268-289 Downloads
Marta Estrada-Guillén, Diego Monferrer-Tirado and Miguel Moliner-Tena
Profitability and persistency in the service industry: the case of QISMUT+3 pp. 290-314 Downloads
Alimshan Faizulayev, Eralp Bektas and Abdul Ghafar Ismail
Status demotion in loyalty programmes: the role of perceived unfairness pp. 315-336 Downloads
Shanta Banik and Yongqiang Gao

Volume 40, issue 1-2, 2020

Well-being research in the service industries pp. 1-5 Downloads
Muzaffer Uysal, M. Joseph Sirgy and Hyelin (Lina) Kim
Organizational identity change: impacts on hotel leadership and employee wellbeing pp. 6-26 Downloads
Sandra Sun-Ah Ponting
Workplace design and well-being: aesthetic perceptions of hotel employees pp. 27-49 Downloads
Ksenia Kirillova, Xiaoxiao Fu and Deniz Kucukusta
The impact of emotional dissonance on quality of work life and life satisfaction of tour guides pp. 50-64 Downloads
Zaid Alrawadieh, Gurel Cetin, Mithat Zeki Dincer and Fusun Istanbullu Dincer
Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion pp. 65-89 Downloads
Elham Anasori, Steven. W. Bayighomog and Cem Tanova
Importance of leisure nostalgia on life satisfaction and leisure participation pp. 90-109 Downloads
Heetae Cho
Leisure-work preference and hotel employees’ perceived subjective well-being pp. 110-132 Downloads
Yao-Chin Wang, Hailin Qu, Jing Yang and Chu-En Yang
Employee energy and subjective well-being: a moderated mediation model pp. 133-157 Downloads
Tahira Hassan Butt, Ghulam Abid, Bindu Arya and Saira Farooqi
Mixed feelings?: fluctuations in well-being during tourist travels pp. 158-180 Downloads
Verônica Feder Mayer, Juliane dos Santos Machado, Osiris Marques and José Mauro Gonçalves Nunes
Customer service well-being: scale development and validation pp. 181-202 Downloads
Mareike Falter and Karsten Hadwich

Volume 39, issue 15-16, 2019

Innovations to advance sustainability behaviours pp. 1029-1033 Downloads
Janine Dermody, JinHyo Joseph Yun and Valentina Della Corte
A neuroscientific perspective of consumer responses to retail greenery pp. 1034-1045 Downloads
Mark S. Rosenbaum, Germán Contreras Ramírez and Nancy Matos
An examination of market orientation and environmental marketing strategy: the case of Chinese firms pp. 1046-1071 Downloads
Yi Wang, Si Shi, Yang Chen and Dogan Gursoy
Fostering sustainable performance in services through systems thinking pp. 1072-1098 Downloads
Ayham A. M. Jaaron and Chris J. Backhouse
Internal capabilities, external cooperation and proactive CSR on financial performance pp. 1099-1122 Downloads
Janthorn Sinthupundaja, N. Chiadamrong and Y. Kohda
Digital nudging to overcome cognitive resistance in innovation adoption decisions pp. 1123-1139 Downloads
Carola Stryja and Gerhard Satzger
Continued use of wearables for wellbeing with a cultural probe pp. 1140-1166 Downloads
Fu-ren Lin and Nila Armelia Windasari
Consumer choices among service brands offering ethical attributes pp. 1167-1189 Downloads
Eileen Bridges, Mary Schramm and Abhik Roy

Volume 39, issue 13-14, 2019

Matching service failures and recovery options toward satisfaction pp. 901-924 Downloads
Victor John M. Cantor and Richard C. Li
Innovation source, advancement stage and company stock returns pp. 925-942 Downloads
Dawid Szutowski
The relationship between Internet addiction and negative eWOM pp. 943-965 Downloads
Aviad A. Israeli, Seonjeong Ally Lee and Aryn C. Karpinski
New perspective on customer orientation of service employees: a conceptual framework pp. 966-982 Downloads
Javier Morales Mediano and José L. Ruiz-Alba
Factors affecting users’ continuance intention of mobile social network service pp. 983-1003 Downloads
Wan-Chu Yen, Hsin-Hui Lin, Yi-Shun Wang, Ying-Wei Shih and Kai-Hong Cheng
Multigroup validation of the service quality, customer satisfaction and performance links in higher education pp. 1004-1028 Downloads
Tomaž Kolar, Vanja Erčulj and Lidija Weis

Volume 39, issue 11-12, 2019

Measuring customer experience in service: A systematic review pp. 779-798 Downloads
Eduardo Veiga Bueno, Tiziana Brenner Beauchamp Weber, Emerson Luiz Bomfim and Heitor Takashi Kato
Effects of social support and grateful disposition on employees’ psychological well-being pp. 799-819 Downloads
Sanglee Cho
Understanding customer journey from the lenses of complexity theory pp. 820-835 Downloads
Kaan Varnali
Analysis of consumers’ attitudinal and emotional factors on luxury apparel brand purchase intentions pp. 836-854 Downloads
Stephen W. Wang, Lou E. Pelton and Maxwell K. Hsu
Linking resources to career satisfaction through work–family enrichment pp. 855-876 Downloads
Mansi Rastogi, Osman M. Karatepe and Mehmet Mehmetoglu
How does workplace harassment influence the employees’ response in a deluxe hotel? pp. 877-900 Downloads
Hyo Sun Jung and Hye Hyun Yoon

Volume 39, issue 9-10, 2019

Global refugee crisis and the service industries pp. 663-667 Downloads
Alexandros Paraskevas, Maureen Brookes and Levent Altinay
Refugee migration and service industries: advancing the research agenda pp. 668-683 Downloads
Anna Farmaki and Prokopis Christou
The global refugee crisis: how can transformative service researchers help? pp. 684-700 Downloads
Linda Nasr and Raymond P. Fisk
Refugee-focused service providers: improving the welcome in New Zealand pp. 701-716 Downloads
Alison McIntosh and Cheryl Cockburn-Wootten
Understanding the challenges of refugee entrepreneurship in tourism and hospitality pp. 717-740 Downloads
Zaid Alrawadieh, Eyup Karayilan and Gurel Cetin
Unraveling refugee entrepreneurship and its role in integration: empirical evidence from the hospitality industry pp. 741-761 Downloads
Belal Shneikat and Zaid Alrawadieh
Which firms provide jobs for unemployed non-Western immigrants? pp. 762-778 Downloads
Sven-Olov Daunfeldt, Dan Johansson and Hans Seerar Westerberg

Volume 39, issue 7-8, 2019

Consumer engagement in the tourism industry: new trends and implications for research pp. 463-468 Downloads
Babak Taheri, Sameer Hosany and Levent Altinay
Developing and validating a multidimensional tourist engagement scale (TES) pp. 469-497 Downloads
Shuyue Huang and Hwan-Suk Chris Choi
Understanding value creation and word-of-mouth behaviour at cultural events pp. 498-518 Downloads
David Dowell, Brian Garrod and Jennifer Turner
Tourism-based customer engagement: the construct, antecedents, and consequences pp. 519-540 Downloads
Raouf Ahmad Rather, Linda D. Hollebeek and Jamid Ul Islam
Self-identification with a heritage tourism site, visitors’ engagement and destination loyalty: the mediating effects of overall satisfaction pp. 541-558 Downloads
Ziad Alrawadieh, Girish Prayag, Zaid Alrawadieh and Motasem Alsalameen
Investigating the effects of tourist engagement on satisfaction and loyalty pp. 559-574 Downloads
S. Mostafa Rasoolimanesh, Shuhaida Md Noor, Florian Schuberth and Mastura Jaafar
Visitors’ loyalty and price perceptions: the role of customer engagement pp. 575-589 Downloads
Maxi Bergel and Christian Brock
Over and over: local fans and spectator sport tourist engagement pp. 590-608 Downloads
Renzo Cordina, Martin Joseph Gannon and Ross Croall
Consumer engagement: the role of social currency in online reviews pp. 609-636 Downloads
Muhammet Kesgin and Rajendran S. Murthy
Workplace spirituality – customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors pp. 637-661 Downloads
Steven W. Bayighomog and Hüseyin Araslı

Volume 39, issue 5-6, 2019

The shopping list in goal-directed shopping: scale development and validation pp. 319-342 Downloads
Sohel Ahmed and Ding Hooi Ting
Reviving calm technology in the e-tourism context pp. 343-360 Downloads
Uglješa Stankov and Viachaslau Filimonau
Developing smart service concepts: morphological analysis using a Novelty-Quality map pp. 361-384 Downloads
Mintak Han and Yongtae Park
Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings pp. 385-402 Downloads
Hyeon-Mo Jeon, Faizan Ali and Shin-Woo Lee
Engaging employees for quality of life: mediation by psychological capital pp. 403-419 Downloads
Manish Gupta, Musarrat Shaheen and Manoj Das
An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey pp. 420-461 Downloads
Emine Mediha Sayil, Ayse Akyol and Gulhayat Golbasi Simsek

Volume 39, issue 3-4, 2019

The art of retaining seasonal employees: three industry-specific leadership styles pp. 175-205 Downloads
Huseyin Araslı and Hasan Evrim Arıcı
Towards a model of destination innovation process: an integrative review pp. 206-228 Downloads
Demet Bagiran Ozseker
Cultural influences on B2B service quality-satisfaction-loyalty pp. 229-249 Downloads
Myungho Lee, Mincheol Kang and Juyoung Kang
Job demand stressors and employees’ creativity: a within-person approach to dealing with hindrance and challenge stressors at the airport environment pp. 250-278 Downloads
Collins Opoku Antwi, Chong-jun Fan, Michael Osei Aboagye, Patrick Brobbey, Yasin Jababu, Emmanuel Affum-Osei and Philip Avornyo
Stressors, work engagement and their effects on hotel employee outcomes pp. 279-298 Downloads
Olusegun A. Olugbade and Osman M. Karatepe
The impact of social cues on passengers’ travel experience pp. 299-318 Downloads
Rajesh Ittamalla and Daruri Venkata Srinivas Kumar

Volume 39, issue 2, 2019

Servant leadership, organisational trust, and bank employee outcomes pp. 86-108 Downloads
Osman M. Karatepe, Anastasia Ozturk and Taegoo Terry Kim
Towards a conceptualisation of smart tourists and their role within the smart destination scenario pp. 109-133 Downloads
Francisco Femenia-Serra, Barbara Neuhofer and Josep A. Ivars-Baidal
Relations between technological and non-technological innovations in the service sector pp. 134-153 Downloads
Jennifer González-Blanco, José Luis Coca-Pérez and Manuel Guisado-González
Does culture affect sentiments expressed in cruise tours’ eWOM? pp. 154-173 Downloads
Daniela Buzova, Silvia Sanz-Blas and Amparo Cervera-Taulet

Volume 39, issue 1, 2019

Dynamics of intellectual capitals and bank efficiency in India pp. 1-24 Downloads
Harishankar Vidyarthi
Workplace gossip and frontline employees’ proactive service performance pp. 25-42 Downloads
Qi-tao Tian, Yang Song, Ho Kwong Kwan and Xue Li
Growth of KIBS and non-KIBS firms: evidences from university spin-offs pp. 43-64 Downloads
Christian Corsi, Antonio Prencipe, María Jesús Rodríguez-Gulías, David Rodeiro-Pazos and Sara Fernández-López
Banks’ unfairness and the vulnerability of low-income unbanked consumers pp. 65-85 Downloads
Sohail Kamran and Outi Uusitalo
Page updated 2020-06-03