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 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

Volume 41, issue 15-16, 2021

Correction pp. v-v

The Editors

Effects of internal branding management in a hospital context pp. 985-1006

Ching-Ying Huang and Chia-Hsien Lai

Service modularity: literature overview of concepts, effects, enablers, and methods pp. 1007-1028

Camila Silva de Mattos, Diego Castro Fettermann and Paulo A. Cauchick-Miguel

Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety pp. 1029-1052

Li-Chun Hsu, Kai-Yu Wang, Wen-Hai Chih and Wei-Ching Lin

Enhancing volunteer experiences: using communitas to improve engagement and commitment pp. 1053-1075

Ross Curran and Babak Taheri

Mental health of UK hospitality workers: shame, self-criticism and self-reassurance pp. 1076-1096

Yasuhiro Kotera, Prateek Adhikari and David Sheffield

Effects of internal branding and brand-oriented leadership on work-related outcomes pp. 1097-1117

Shabnam Ayrom and Mustafa Tumer

Volume 41, issue 13-14, 2021

Artificial intelligence in services: current trends, benefits and challenges pp. 853-859

Carlos Flavián and Luis V. Casaló

Ethical issues in service robotics and artificial intelligence pp. 860-876

Russell Belk

When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures pp. 877-899

Bo Huang and Matthew Philp

The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective pp. 900-925

Daniela Castillo, Ana Isabel Canhoto and Emanuel Said

Artificial intelligence acceptance in services: connecting with Generation Z pp. 926-946

Vanja Vitezić and Marko Perić

Trust fall: data breach perceptions from loyalty and non-loyalty customers pp. 947-963

Hsiangting Shatina Chen and Tun-Min (Catherine) Jai

Chatbot service usage during a pandemic: fear and social distancing pp. 964-984

Yu-Shan (Sandy) Huang and Wei-Kang Kao

Volume 41, issue 11-12, 2021

Evolving impacts of COVID-19 vaccination intentions on travel intentions pp. 719-733

Dogan Gursoy, Ali Selcuk Can, Nigel Williams and Yuksel Ekinci

Green innovation research in the field of hospitality and tourism: the construct, antecedents, consequences, and future outlook pp. 734-766

Mert Gürlek and Mehmet Ali Koseoglu

Customer engagement and purchase intention in live-streaming digital marketing platforms pp. 767-786

Prince Clement Addo, Jiaming Fang, Andy Ohemeng Asare and Nora Bakabbey Kulbo

Examining the impacts of touristification on quality of life (QOL): the application of the bottom-up spillover theory pp. 787-802

Hyelin (Lina) Kim, Yeong Gug Kim and Eunju Woo

Competing models of quality management and financial performance improvement pp. 803-831

Marcjanna M. Augustyn, Ibrahim A. Elshaer and Raphaël K. Akamavi

Investigating customers’ system justifying responses: application of system justification theory pp. 832-851

Tiffany S. Legendre and Seonjeong (Ally) Lee

Volume 41, issue 9-10, 2021

How cultural confidence affects local residents’ wellbeing pp. 581-605

Li Pan, Xing’an Xu, Lu Lu and Dogan Gursoy

Antecedents and optimal industrial customers on cloud services adoption pp. 606-632

Lily Shui-Lien Chen and June-Hong Chen

Inter-customer helping behaviors: a virtuous cycle or unwanted intrusion? pp. 633-647

Seo Young Kim and Youjae Yi

Are you technologically prepared for mobile shopping? pp. 648-670

Jana Prodanova, Sonia San-Martín and Nadia Jimenez

Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan pp. 671-695

Che-Hui Lien, Maxwell K. Hsu, Jing-Zhi Shang and Stephen W. Wang

Can abusive supervision motivate customer-oriented service sabotage? A multilevel research pp. 696-717

Jianfeng Ma, Xing Zhou and Zhirong Mu

Volume 41, issue 7-8, 2021

The Silk Road and the service industries pp. 441-445

Dogan Gursoy and Levent Altinay

Destination image in Uzbekistan – heritage of the Silk Road and nature experience as the core of an evolving Post Soviet identity pp. 446-461

Kamoliddin Fayzullaev, Susanna Heldt Cassel and Daniel Brandt

Brand equity for self-driving route along the Silk Road pp. 462-488

Xing’an Xu, Lilei Wang, Zibin Song and Jiayun Song

Drivers for innovation in KIBS: evidence from Russia pp. 489-511

Nikolai Chichkanov, Ian Miles and Veronika Belousova

Challenges associated with the BRI: a review of recent economics literature pp. 512-526

Rozana Himaz

Influence of socio-psychological factors on consumers purchasing behavior in Kazakhstan pp. 527-552

Alexandr Ostrovskiy, Vladimir Garkavenko and Liza Rybina

Local service industry and tourism development through the global trade and infrastructure project of the New Silk Road – the example of Georgia pp. 553-579

H. Pechlaner, H. Thees, W. Manske-Wang and A. Scuttari

Volume 41, issue 5-6, 2021

Ethical leadership and knowledge hiding: an intervening and interactional analysis pp. 307-329

Muhammad Khalid Anser, Moazzam Ali, Muhammad Usman, Muhammad Luqman Tauheed Rana and Zahid Yousaf

Relational bonds, customer engagement, and service quality pp. 330-354

Chia-Wen Chang, Heng-Chiang Huang, Shih-Ju Wang and Han Lee

Perceived retailer innovativeness and brand equity: mediation of consumer engagement pp. 355-381

Nor Asiah Omar, Ahmad Sabri Kassim, Syed Shah Alam and Zuraidah Zainol

Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers pp. 382-399

Veronika L. Selzer, Jan H. Schumann, Marion Büttgen, Zelal Ates, Marcin Komor and Julian Volz

Gender differences in the antecedents of trust in mobile social networking services pp. 400-426

Xiuyuan Gong, Zhiying Liu and Tailai Wu

The real estate industry in Turkey: a time series analysis pp. 427-439

Dervis Kirikkaleli, Seyed Alireza Athari and Hasan Ertugrul

Volume 41, issue 3-4, 2021

A review of customer citizenship behaviors in the service context pp. 169-199

Taeshik Gong and Youjae Yi

A transformative approach to corporate social responsibility: an antidote to corporate hypocrisy pp. 200-222

Mauricio Losada-Otálora and Linda Alkire (née Nasr)

Improving well-being via adaptive reuse: transformative repurposed service organizations pp. 223-247

Mark S. Rosenbaum, Kathy (Kawon) Kim, Germán Contreras Ramirez, Augusto Rodríguez Orejuela and Joohyung Park

The impact of service quality and customer satisfaction on consumer spending in wineries pp. 248-260

Kyuho Lee, Melih Madanoglu, Inhyuck “Steve” Ha and Anisya Fritz

Different channels for different services: information sources for services with search, experience and credence attributes pp. 261-284

Raquel Chocarro, Monica Cortinas and Maria Luisa Villanueva

Effects of post-trip eudaimonic reflections on affect, self-transcendence and philanthropy pp. 285-306

Michael L. Lengieza, Janet K. Swim and Carter A. Hunt

Volume 41, issue 1-2, 2021

Transformative service research and COVID-19 pp. 1-8

Catherine Prentice, Levent Altinay and Arch G. Woodside

Social distancing and wellbeing: conceptualizing actor distance and actor safe zone for pandemics pp. 9-31

Jörg Finsterwalder

Using regulatory focus to encourage physical distancing in services: when fear helps to deal with Mr. Deadly COVID-19 pp. 32-57

Do The Khoa, Chen-Ya Wang and Priyanko Guchait

Brand anthropomorphism, love and defense: does attitude towards social distancing matter? pp. 58-83

Faizan Ali, Seden Dogan, Muslim Amin, Kashif Hussain and Kisang Ryu

Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19 pp. 84-106

Kiseol Yang, Jiyoung Kim, Jihye Min and Araceli Hernandez-Calderon

Masked smiles matter – employee verbal expertise and emotion display during COVID-19 pp. 107-137

Verena Hofmann, Nicola E. Stokburger-Sauer, Anna Wanisch and Heike Hebborn

Resilience building in service firms during and post COVID-19 pp. 138-167

Arthur Huang and Melissa Farboudi Jahromi