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 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

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