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 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