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 40, issue 15-16, 2020

Trust theory and customer services research: theoretical review and synthesis pp. 1031-1063

Neve Isaeva, Kira Gruenewald and Mark N. K. Saunders

The genealogy of service innovation: the research field tells its own story pp. 1064-1086

Marina Figueiredo Moreira, George Kuk, Tomas de Aquino Guimaraes and Pedro Henrique Melo Albuquerque

Multichannel integration along the customer journey: a systematic review and research agenda pp. 1087-1118

Lily (Xuehui) Gao, Iguacel Melero and F. Javier Sese

Market turbulence and service innovation in hospitality: examining the underlying mechanisms of employee and organizational resilience pp. 1119-1139

Dagnachew L. Senbeto and Alice H. Y. Hon

Corporate social responsibility authenticity from the perspective of restaurant consumers pp. 1140-1166

Minseong Kim and Svetlana Stepchenkova

Experience vs quality: predicting satisfaction and loyalty in services pp. 1167-1182

Gurel Cetin

Volume 40, issue 13-14, 2020

COVID-19 restrictions and consumers’ psychological reactance toward offline shopping freedom restoration pp. 891-913

Naeem Akhtar, Muhammad Nadeem Akhtar, Muhammad Usman, Moazzam Ali and Umar Iqbal Siddiqi

COVID-19 and undeclared work: impacts and policy responses in Europe pp. 914-931

Colin Williams and Ayşegül Kayaoğlu

Customer engagement and employee engagement: systematic review and future directions pp. 932-959

Shumaila Chandni and Zillur Rahman

Trust and customer engagement in the banking sector in Ghana pp. 960-973

John Paul Kosiba, Henry Boateng, Abednego Feehi Okoe and Robert Hinson

Impacts of network relationships on absorptive capacity in the context of innovation pp. 974-1002

Petra Binder

The role of conflicting online reviews in consumers’ attitude ambivalence pp. 1003-1030

Umar Iqbal Siddiqi, Jin Sun and Naeem Akhtar

Volume 40, issue 11-12, 2020

Workplace behavioral antecedents of job performance: mediating role of thriving pp. 755-776

Natasha Saman Elahi, Ghulam Abid, Bindu Arya and Saira Farooqi

Determining customer satisfaction and loyalty from a value co-creation perspective pp. 777-799

Herbert Woratschek, Chris Horbel and Bastian Popp

Exploring how mindfulness may enhance perceived value of travel experience pp. 800-824

Sandra Maria Correia Loureiro, Nikolaos Stylos and Francisco J. Miranda

Do high-performance work systems always help to retain employees or is there a dark side? pp. 825-845

Elaheh Behravesh, Cem Tanova and A. Mohammed Abubakar

The relationship between exchanged resources and loyalty intentions pp. 846-865

Margareta Friman, Mark S. Rosenbaum and Tobias Otterbring

Stakeholder engagement via social media: an analysis of third-party logistics companies pp. 866-889

Gül Denktaş-Şakar and Ebru Sürücü

Volume 40, issue 9-10, 2020

Employees’ perception of corporate social responsibility (CSR) and its effects on internal outcomes pp. 611-632

Evans Asante Boadi, Zheng He, Josephine Bosompem, Christian Narh Opata and Eric Kofi Boadi

Customer-to-customer value co-creation and co-destruction in sporting events pp. 633-655

Kyungyeol (Anthony) Kim, Kevin K. Byon and Wooyeul Baek

The impact of live video streaming on online purchase intention pp. 656-681

Min Zhang, Fang Qin, G. Alan Wang and Cheng Luo

Mapping new service development: a review and synthesis of literature pp. 682-704

Fotis Kitsios and Maria Kamariotou

Visitors’ perceived trust in sincere, authentic, and memorable heritage experiences pp. 705-725

Babak Taheri, Martin Joseph Gannon and Muhammet Kesgin

Predicting turnover intention among auditors: Is WIPL a mediator? pp. 726-752

Gabriel C. W. Gim and T. Ramayah

Statement of Retraction pp. 753-753

The Editors

Volume 40, issue 7-8, 2020

COVID-19: fear appeal favoring purchase behavior towards personal protective equipment pp. 471-490

Prince Clement Addo, Fang Jiaming, Nora Bakabbey Kulbo and Li Liangqiang

Service innovation implementation: a systematic review and research agenda pp. 491-517

Shiwangi Singh, Ismail Akbani and Sanjay Dhir

Cultural orientations and product innovation in the Ghanaian banking sector pp. 518-541

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

E. Van Tonder, L.t De Beer and T. Kuyper

The role of oil prices, growth and inflation in bank profitability pp. 565-584

Salih Katırcıoglu, Nesrin Ozatac and Nigar Taspinar

Co-competition, learning, and business strategy for new service development pp. 585-609

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

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

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

Flavia Cavazotte, Valter Moreno and Luis Cesar Chehab Lasmar

TMX, social loafing, perceived accountability and OCB pp. 394-414

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

Xiao-Yu Liu and Yongmei Liu

Conceptualization and assessment of E-service quality for luxury brands pp. 436-470

Jung-Hwan Kim and Minjeong Kim

Volume 40, issue 5, 2020

The two-way integration between manufacturing and services pp. 337-357

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

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

Flavia Cavazotte, Valter Moreno and Luis Cesar Chehab Lasmar

TMX, social loafing, perceived accountability and OCB pp. 394-414

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

Xiao-Yu Liu and Yongmei Liu

Conceptualization and assessment of E-service quality for luxury brands pp. 436-470

Jung-Hwan Kim and Minjeong Kim

Volume 40, issue 3-4, 2020

Service robot implementation: a theoretical framework and research agenda pp. 203-225

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

Jiseon Ahn and Ki-Joon Back

Corporate social responsibility as a determinant of long-term orientation pp. 243-267

Minseong Kim, Lori Pennington-Gray and Jihye Kim

Improving relationship quality during the crisis pp. 268-289

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

Alimshan Faizulayev, Eralp Bektas and Abd Ghafar Ismail Ismail

Status demotion in loyalty programmes: the role of perceived unfairness pp. 315-336

Shanta Banik and Yongqiang Gao

Volume 40, issue 1-2, 2020

Well-being research in the service industries pp. 1-5

Muzaffer Uysal, M. Joseph Sirgy and Hyelin (Lina) Kim

Organizational identity change: impacts on hotel leadership and employee wellbeing pp. 6-26

Sandra Sun-Ah Ponting

Workplace design and well-being: aesthetic perceptions of hotel employees pp. 27-49

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

Zaid Alrawadieh, Gurel Cetin, Mithat Zeki Dincer and Fusun Istanbullu Dincer

Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion pp. 65-89

Elham Anasori, Steven. W. Bayighomog and Cem Tanova

Importance of leisure nostalgia on life satisfaction and leisure participation pp. 90-109

Heetae Cho

Leisure-work preference and hotel employees’ perceived subjective well-being pp. 110-132

Yao-Chin Wang, Hailin Qu, Jing Yang and Chu-En Yang

Employee energy and subjective well-being: a moderated mediation model pp. 133-157

Tahira Hassan Butt, Ghulam Abid, Bindu Arya and Saira Farooqi

Mixed feelings?: fluctuations in well-being during tourist travels pp. 158-180

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

Mareike Falter and Karsten Hadwich