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Internationalization and International Service Management

Special issue call for papers from Journal of Service Management

Guest Editors

Professor Nelson Oly Ndubisi, Griffith Business School, Gold Coast, Australia.
Professor Rajan Nataraajan, Auburn University, Alabama, USA.

Internationalization of services has grown rapidly since the turn of the century, as organizations and governments try to exploit the opportunities presented by globalization and cooperation between nations and organizations. The international activities of service organizations contribute considerably to their growth, the development of their home economies and the global economy as a whole, and will continue to do so if well managed. Yet managing service at the international level is particularly complex due to its nature, disparate needs across cultures and markets, and the challenges of service consumer and producer collaboration for value co-creation. Given the acceptance and extensive use of technology, the internet and social media by consumers and firms alike, one could argue that all firms today are global in reach. Customers are no longer confined within national boundaries; their voices, both positive and negative, echo around the world. Thus today, customers think, act and behave within a global perspective. While some management limitations of the past exist, many have been transformed into new opportunities and challenges. As such, there is a need for more understanding of how service organizations can better manage their international identity/image.

This special edition of the Journal of Service Management will continue with the journal’s standard of publishing cutting-edge, relevant and rigorous scholarship in trying to bridge the above research gaps. The Special Issue welcomes submissions in the form of conceptual, case-based, or empirical papers offering new insights into the international context of (but not limited to) the following topics:

• Transformative service
• Service design and service engineering
• Service in emerging economies
• Complex service systems
• Corporate social responsibility
• Service driven manufacturing
• Internationalization strategies for service
• International markets and mode of entry for service
• The role of the Internet in the internationalization of service
• Technology and e-services in international markets
• International service consumer relationship management
• Building capabilities and resources through international networks
• Internationalization of service and competitive advantage
• Ethical issues in international service delivery
• International service innovation
• Impact of culture on international service diffusion/acceptance
• Power a/symmetry and impact on the relationship between international service firms
• Servitization and service infusion
• Cross-cultural collaboration in service delivery
• Conflict management in international service setting
• Off-shoring/international outsourcing and franchising
• Born global service firms, small & medium-size international service enterprises
• Relationship between international service organizations and host communities
• Technology implementation and management in service context
• Cross-cultural management of customer relationships
• International not-for-profit service
• Managing Brands and the customer experience in online brand communities
• Use of social media in international service
• Social word of mouth and social listening in online communities
• Leveraging research tools and new sources of data for international firms.

Submission Information

Researchers are encouraged to submit their original manuscripts adapted to the journal’s format. Full papers will undergo a double-blind peer review process. Further details on the Journal of Service Management are available at:

Key Dates

August 31, 2013  Deadline for full paper submission
December 2013  Feedback on paper
2014   Publication of special issue

Please send Manuscripts and Questions pertaining to the special issue to editorial coordinator at: [email protected]