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 43, issue 15-16, 2023

The dark side of artificial intelligence in higher education pp. 1055-1082

Stanislav Ivanov

Systematic literature review and future research directions for service robots in hospitality and tourism industries pp. 1083-1116

Subhodeep Mukherjee, Manish Mohan Baral, Ramji Nagariya, Chittipaka Venkataiah, U. V. Adinarayana Rao and K. Srinivasa Rao

Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis pp. 1117-1139

Bin Li, Yanhong Chen, Luning Liu and Bowen Zheng

Metaverse in services marketing: an overview and future research directions pp. 1140-1172

Dogan Gursoy, Lu Lu, Robin Nunkoo and Demi Deng

Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence pp. 1173-1196

Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew and Xin (David) Ding

Service innovation capability: a systematic literature review and research agenda pp. 1197-1227

Tadhg Blommerde

Volume 43, issue 13-14, 2023

Business intelligence and firm performance: a moderated-mediated model pp. 923-939

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

Colin Williams and Ayşegül Kayaoğlu

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

Zhenpeng Yu, Hui Zeng and Liaogang Hao

Patient participation: the impact of diagnosis and individual characteristics pp. 989-1009

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

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

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

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

Bo Huang and Sylvain Sénécal

How satisfactory are empathetic care and robotic assistance in telemedicine services? pp. 827-853

Shilpi Saxena and Anupama Prashar

Services purchase from the informal economy using digital platforms pp. 854-874

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

Shuaikang Hao and Ling Huang

Introducing a composite measure of trust in financial services pp. 896-922

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

Duc Hoang, Sofia Kousi, Luis F. Martinez and Satish Kumar

Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda pp. 618-641

Mohammad Sadegh Eshaghi, Mona Afshardoost and Jana Lay-Hwa Bowden

Determinants and consequences of trust in AI-based customer service chatbots pp. 642-675

Ashish Viswanath Prakash, Arun Joshi, Shubhi Nim and Saini Das

Mapping knowledge management research in hospitality: a bibliometric analysis pp. 676-726

Mert Gürlek and Mehmet Ali Koseoglu

Envy: definitions, approaches and implications pp. 727-763

Rehan Ahmad and Muhammad Ishtiaq Ishaq

Using social exchange perspective to explain customer voluntary performance behavior pp. 764-784

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

Makarand Mody

Responsible leadership, organizational ethical culture, strategic posture, and green innovation pp. 454-474

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

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

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

Ali E. Akgün, Halit Keskin, Zeynep Aksoy, Selahaddin Samil Fidan and Suleyman Yigital

Can brand anthropomorphism trigger emotional brand attachment? pp. 555-578

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

Sally Rao Hill and Bora Qesja

Test of a sequential mediation model of green management innovation pp. 312-335

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

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

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

Nitipon Tansakul, Suthathip Suanmali and Kunio Shirahada

Determinants of customer loyalty in online group-buying: the self-regulation mechanism pp. 400-421

Chun-Ming Chang

Volume 43, issue 3-4, 2023

Revolutionizing services with cutting-edge technologies post major exogenous shocks pp. 125-133

Nisreen Ameen, Giampaolo Viglia and Levent Altinay

Avatar-mediated service encounters: impacts and research agenda pp. 134-153

Kentaro Watanabe and Bach Quang Ho

Social robot-delivered customer-facing services: an assessment of the experience pp. 154-184

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

Eugene Cheng-Xi Aw, Tao Zha and Stephanie Hui-Wen Chuah

Anthropomorphize service robots: the role of human nature traits pp. 213-237

Linxiang Lv, Minxue Huang and Ruyao Huang

Towards a typology of negative engagement behavior in social media pp. 238-259

Matias Lievonen, Jana Bowden and Vilma Luoma-aho

Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’? pp. 260-287

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

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

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

Wael Mohammed Thabet, Kamal Badar, Mohammed Aboramadan and Ahmad Abualigah

Pre-service recovery: impact on customer satisfaction and acceptable waiting time pp. 64-84

Jin Qin, Fengqin Xu and Rui Wang

Interaction between functional and relational service quality: hierarchy vs. compensation pp. 85-103

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

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

Sanaz Vatankhah and Maryam Darvishi

Building loyalty through perceived value in online shopping – does family life cycle stage matter? pp. 1151-1189

Raman Amirtha and V. J. Sivakumar

Service security breaches: the impact of comparative optimism pp. 1190-1210

Lu Zhang, Wei Wei and Nan Hua

A client-centric risk-based taxonomy of service triads pp. 1211-1233

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

Xiaorong Fu and Jing Pang

Impact of overseas M&As on Chinese service enterprises’ market value pp. 1256-1276

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

Youyung Hyun, Sunyoung Hlee, Jaehyun Park and Younghoon Chang

Characteristics and roles of streamers in e-commerce live streaming pp. 1001-1029

Shengliang Zhang, Chaoying Huang, Xiaodong Li and Ai Ren

Technostressors and service employees outcomes: a longitudinal study pp. 1030-1053

Ali Raza, Muhammad Ishtiaq Ishaq, Haleema Zia, Zia ur-Rehman and Rehan Ahmad

Linking artificial intelligence to service sabotage pp. 1054-1074

Chunhao Ma and Jian Ye

Service failure and self-recovery in tech-based services: self-determination theory perspective pp. 1075-1100

Yen-Ting Helena Chiu and Dung Minh Nguyen

Detecting fake reviews with supervised machine learning algorithms pp. 1101-1121

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

Ursula Scholl-Grissemann, Nicola E. Stokburger-Sauer and Karin Teichmann

Understanding the role of frontline employee felt obligation in services pp. 843-871

Neeru Malhotra, Nicholas Ashill, Cristiana R. Lages and Amir Homayounfard

Linking ostracism with employee negligence behavior: a moderated mediation model pp. 872-896

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

Moazzam Ali, Muhammad Usman, Gbemisola T. Soetan, Munazza Saeed and Yasin Rofcanin

Emotions in service research: evolutionary analysis and empirical review pp. 919-947

Hasan Evrim Arici, Mehmet Ali Köseoglu and Nagihan Cakmakoglu Arici

Combining strategies for high service productivity with successful service innovation pp. 948-971

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

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

Navin Kumar, Rajeev Kumar Panda and Kishalay Adhikari

The need to belong: how to reduce workplace ostracism pp. 716-737

Ho Kwong Kwan, Miaomiao Li, Xiangfan Wu and Xiaofeng Xu

Customer readiness–customer participation link in e-services pp. 738-769

Nguyen M. Tuan

Communication and the role of third-party endorsement in social crowdfunding pp. 770-797

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

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

Weng Marc Lim, Satish Kumar and Faizan Ali

The intellectual structure of customer experience research in service scholarship: a bibliometric analysis pp. 514-550

Hasan Evrim Arici, Mehmet Ali Köseoglu and Alptekin Sökmen

Theories, constructs, and methodologies to study COVID-19 in the service industries pp. 551-582

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

Ahmad Aljarah, Bassam Dalal, Blend Ibrahim and Eva Lahuerta-Otero

Communication skills shape voice effects in organizations pp. 606-629

Adnan Ozyilmaz and Demet Taner

How autonomy-supportive leaders influence employee service performance: a multilevel study pp. 630-651

Chih-Ting Shih, Shu-Ling Chen and Minston Chao

Volume 42, issue 5-6, 2022

Guest Editorial: CREATIVITY IN THE COMPETITIVE SERVICE ENVIRONMENT pp. 277-279

Osman M. Karatepe, Fangfang Shi and Fevzi Okumus

Leadership, green innovation, and green creativity: a systematic review pp. 280-320

Hasan Evrim Arici and Muzaffer Uysal

A systematic review of creativity in tourism and hospitality pp. 321-359

Ali Bavik and Chen-Feng Kuo

The potential and constraint of work gamification for employees’ creative performance pp. 360-382

Juliet E. Ikhide, Ahmet Tarik Timur and Oluwatobi A. Ogunmokun

Employee mindfulness and creativity: when emotions and national culture matter pp. 383-411

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

Cem Tanova and Steven W. Bayighomog

Analyzing antecedents and consequences of multidimensional green brand equity pp. 453-479

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

Fadime Tulucu, Elham Anasori and Gulsevim Kinali Madanoglu

The missing link between analytics readiness and service firm performance pp. 148-177

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

Buddhi Pathak, Mona Ashok and Yin Leng Tan

Qualitative analysis of big data in the service sectors pp. 206-224

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

Katharina Maria Hofer and Gary Knight

Financial services and globalisation in belt and road countries pp. 249-276

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

Giampaolo Viglia, Satish Kumar, Nitesh Pandey and Yatish Joshi

Unifying technology and people: revisiting service in a digitally transformed world pp. 21-41

Jay Kandampully, Anil Bilgihan and Daisy K. Li

Stakeholder engagement and business model innovation value pp. 42-58

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

Mohd A Al-Hawari

Rude customers and service performance: roles of motivation and personality pp. 81-106

David J. Yoon

Destination risk news framing effects – the power of audiences pp. 107-130

Grzegorz Kapuściński and Barry Richards