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Managing Services: New Approaches, Trends and Challenges

Special issue call for papers from Managing Service Quality

Management Decision is inviting papers by 30 April, 2014 for consideration in a special issue on Managing Services: New Approaches, Trends and Challenges.


Services have become the central economic activity in all modern societies, and the service-oriented economy is widely recognised as the overwhelming development trend in all countries. However, research in service management is not following this continuously increasing rate of the 'servicitisation' of all the economic sectors and economies. Moreover, the service management literature is currently being informed and challenged by new approaches, such as, the service dominant logic, the service science, crowdsourcing and open innovation (e.g. Vargo et al., 2008; Prahalad and Ramaswamy, 2004).

In this vein, there is an urgent call to progress and update service research as well as to revisit numerous service management issues by using some new 'theoretical' lenses. The literature has already identified some managerial issues that need to be re-examined, such as the following (e.g. Akana et al., 2012; Sigala, 2012; Gottfridsson, 2012; Papastathopoulou and Hultink, 2012): the concept and definition of service value; the value (co)-creation processes; service innovation and New Service Development; value creation and resource exchanges; the structure and management of service ecosystems; the exploitation of social media and technology in value co-creation, quality and service innovation.

Overall, numerous theoretical and practical pressures justify the need to advance research in service management by engaging in processual theorizing (for example, see Langley, 1999) as well as by employing different methodologies, perspectives and approaches.

This special issue aims to publish conceptual and empirical studies that enhance our understanding of service quality concepts and management issues in a dynamic market environment. For example, the special issue welcomes manuscripts that capture and investigate the trends, the challenges and the impacts that the new approaches (e.g. Service Dominant Logic, service science) impose to service researchers and managers alike. Thus, the overall aim of the special issue is to contribute to the field by initiating and elaborating a discussion on the current managerial challenges in managing services. Moreover, as the adoption of new and processual approaches for studying service management requires pluralism, multi-disciplinarity and openness to different methodologies and contexts, we encourage manuscript submissions that follow a wide variety of research methodologies (qualitative or/and quantitative), are based on various disciplines and concentrate on various geographical and business contexts.


 Relevant topics include, but are not limited to:

• Employing innovative and under-explored approaches to study services management concepts and issues
• Innovation and creativity in services
• Performance and productivity management in services
• Longitudinal evidence in service management research
• Managing sustainability issues in services
• Developing and managing service ecosystems
• Social media, information & communication technologies for managing services
• Value co-creation and management
• Managing service operations

Paper submission and review process

To be considered for publication in the special issue, manuscripts must be received by the 30 April, 2014.

Papers submitted will be subject to a double-blind peer reviewing process to ensure that this special issue maintains the excellent reputation and record of Management Decision.

All submissions must adhere to the format and style guidelines of the journal Management Decision. A guide for authors, sample copies and other relevant information for submitting papers are available at:

Please read through the author guidelines on the website before submitting your paper.

Submissions to Management Decision are sent through ScholarOne's Manuscript Central,

Registering on ScholarOne Manuscripts
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Please contact [email protected] if you require any assistance.

After you have submitted your paper you will receive an email indicating that your paper has been received together with its unique identity number. This means that the Editor, Publisher, and Reviewers will be able to process your paper in addition to you being able to track your paper at each stage of the publishing process.

Should you have any question, please e-mail directly the Guest Editors of the Special Issue at the following e-mail addresses:
Dr Marianna Sigala, [email protected]  
Dr Emmanuella Plakoyiannaki, [email protected]
Dr Daniel Palacios, [email protected]

Akaka, M.A., Vargo, S.L., & Lusch, R.F. (2012),"An Exploration of Networks in Value Cocreation: A Service-Ecosystems View". In Stephen L. Vargo, Robert F. Lusch, in (ed.) Special Issue - Toward a Better Understanding of the Role of Value in Markets and Marketing (Review of Marketing Research, Volume 9), Emerald Group Publishing Limited: 13 - 50

Gottfridsson, P. (2012). Joint service development – the creations of the prerequisite for the service development. Managing Service Quality, 22 (1), pp.21 - 37

Langley, A. (1999), Strategies for Theorizing from Process Data. Academy of Management Review, 24(4), pp. 691-710.

Papastathopoulou, P. & Erik Jan Hultink, E. J. (2012). New Service Development: An Analysis of 27 Years of Research. Journal of Product Innovation Management, 29(5), pp. 705-714.

Prahalad, C.K. & Ramaswamy, V. (2004). Co-creation experiences: the next practice in value creation. Journal of Interactive Marketing. 18(3): 5 – 13

Sigala, M. (2012). Exploiting web 2.0 for New Service Development: findings and implications from the Greek tourism industry. International Journal of Tourism Research, 14, pp. 551 – 566

Vargo, S., Maglio, P. & Akaka, M. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26: 145 – 152

Guest Editors:
Dr Marianna Sigala, [email protected]  
Dr Emmanuella Plakoyiannaki, empl[email protected]
Dr Daniel Palacios, [email protected]