| # | Title | Journal | Year | Citations |
|---|
| 1 | Management of Innovation in Services | Service Industries Journal | 1997 | 581 |
| 2 | Key Concepts for New Service Development | Service Industries Journal | 1996 | 557 |
| 3 | Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study | Service Industries Journal | 2009 | 528 |
| 4 | Two Approaches to Service Quality Dimensions | Service Industries Journal | 1991 | 453 |
| 5 | Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model | Service Industries Journal | 1991 | 444 |
| 6 | Emergence of innovations in services | Service Industries Journal | 2009 | 339 |
| 7 | Importance-performance analysis revisited: the role of the factor structure of customer satisfaction | Service Industries Journal | 2003 | 332 |
| 8 | Risk Perception and Reduction in the Purchase of Consumer Services | Service Industries Journal | 1993 | 326 |
| 9 | A New Framework for Service Supply Chains | Service Industries Journal | 2007 | 289 |
| 10 | The influence of internet customer reviews on the online sales and prices in hotel industry | Service Industries Journal | 2012 | 282 |
| 11 | Service robot implementation: a theoretical framework and research agenda | Service Industries Journal | 2020 | 281 |
| 12 | Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow | Service Industries Journal | 2000 | 273 |
| 13 | The evolution of service innovation research: a critical review and synthesis | Service Industries Journal | 2014 | 268 |
| 14 | Enjoyment and social influence: predicting mobile payment adoption | Service Industries Journal | 2015 | 257 |
| 15 | The impact of brand equity on brand preference and purchase intentions in the service industries | Service Industries Journal | 2009 | 236 |
| 16 | From Service to Experience: Understanding and Defining the Hospitality Business | Service Industries Journal | 2007 | 230 |
| 17 | Knowledge transfer in a tourism destination: the effects of a network structure | Service Industries Journal | 2010 | 224 |
| 18 | The Performance-Importance Response Function: Observations and Implications | Service Industries Journal | 1999 | 215 |
| 19 | COVID-19: fear appeal favoring purchase behavior towards personal protective equipment | Service Industries Journal | 2020 | 214 |
| 20 | Reinforcing competitive advantage through green organizational culture and green innovation | Service Industries Journal | 2018 | 212 |
| 21 | Consumer Choice and Segmentation in the Restaurant Industry | Service Industries Journal | 1992 | 200 |
| 22 | Servicescape cues and customer behavior: a systematic literature review and research agenda | Service Industries Journal | 2013 | 200 |
| 23 | The Internationalisation of Services | Service Industries Journal | 1989 | 199 |
| 24 | Environmental strategies in spanish hotels: contextual factors and performance | Service Industries Journal | 2004 | 196 |
| 25 | Conceptualizing and measuring experience quality: the customer's perspective | Service Industries Journal | 2010 | 188 |
| 26 | Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute’ | Service Industries Journal | 2022 | 183 |
| 27 | Tourism-based customer engagement: the construct, antecedents, and consequences | Service Industries Journal | 2019 | 179 |
| 28 | Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions | Service Industries Journal | 2012 | 172 |
| 29 | An Empirical Study of Servqual's Dimensionality | Service Industries Journal | 1998 | 163 |
| 30 | The impact of innovation on economic performance in services | Service Industries Journal | 2004 | 158 |
| 31 | Multi-dimensional role of trust in Internet banking adoption | Service Industries Journal | 2009 | 158 |
| 32 | Towards a conceptualisation of smart tourists and their role within the smart destination scenario | Service Industries Journal | 2019 | 155 |
| 33 | Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies | Service Industries Journal | 2008 | 154 |
| 34 | Revised importance–performance analysis: three-factor theory and benchmarking | Service Industries Journal | 2008 | 153 |
| 35 | Patterns of innovation in knowledge-intensive business services | Service Industries Journal | 2009 | 153 |
| 36 | Communicative Staging of the Wilderness Servicescape | Service Industries Journal | 1998 | 152 |
| 37 | Multinational Enterprises and the Growth of Services: Some Conceptual and Theoretical Issues | Service Industries Journal | 1989 | 149 |
| 38 | Service Recovery Strategies for Single and Double Deviation Scenarios | Service Industries Journal | 1999 | 146 |
| 39 | Problems and Risks in the Purchasing of Consultancy Services | Service Industries Journal | 1994 | 145 |
| 40 | Marketing for Service Industries-A Revie | Service Industries Journal | 1993 | 142 |
| 41 | Country and destination image – different or similar image concepts? | Service Industries Journal | 2005 | 140 |
| 42 | An attribute-based model of quality satisfaction for Internet self-service technology | Service Industries Journal | 2005 | 139 |
| 43 | Communicating Services Brands' Values Internally and Externally | Service Industries Journal | 2006 | 138 |
| 44 | The Dimensions of Service Quality: The Original European Perspective Revisited | Service Industries Journal | 1997 | 137 |
| 45 | Strategies of Major UK Building Societies: 1987-1993 Review, Analysis and Implications | Service Industries Journal | 2000 | 137 |
| 46 | An Empirical Assessment of Customer Satisfaction in Tourism | Service Industries Journal | 1996 | 129 |
| 47 | An exploration of the meanings of hotel brand equity | Service Industries Journal | 2006 | 129 |
| 48 | Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination | Service Industries Journal | 1998 | 128 |
| 49 | Shopping is truly a joy | Service Industries Journal | 2004 | 128 |
| 50 | Business services in Germany: bridges for innovation | Service Industries Journal | 2003 | 127 |
