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Managing Service Experiences in Dynamic Contexts

Special issue call for papers from Journal of Service Theory and Practice

Guest Editors

Dr. Emmanuella Plakoyiannaki
Associate Professor, Leeds University Business School, International Business Division, University of Leeds, UK.

Prof Gillian Wright
Professor of Marketing, Business School, Manchester Met University, UK.


This special issue concentrates on the dynamic notion of service experiences, which has captured the attention of services marketing and management research in the recent years. The notion of experience has its roots in psychology, sociology, economics, consumer behaviour and marketing (see Holbrook and Hirschman, 1982). It renders a hedonic dimension to service encounters and considers the customer as a co-creator in a collective service interaction (Vargo and Lusch, 2008). The deeper understanding of service experiences poses substantial challenges for academics as well as managerial practice in the service organisation.

The purpose of this special issue is to delve into the notion of service experience in b-to-c and b-to-b contexts and provide a forum for debate, problematization, dialogue and enquiry. It aims to bring together state-of-the-art research capturing the perspective of the service organisation and/or the customer across various industrial, temporal and geographical settings. By doing so, the special issue will offer theoretical knowledge and empirical insights into service experiences as well as contribute methodological nuances to the study of service experiences.

We invite scholars to submit their novel ideas, research evidence, and refinements of current insights that have direct or tangential connection to the theme of the special issue. We welcome theoretical and - qualitative and quantitative - empirical papers that tap upon the management and marketing of service experiences.

Subject Coverage

Potential authors are invited to submit papers related, but not restricted, to the following topics:

  • Service Experiences in Different Contexts
  • Service Experiences and Globalization
  • Managing Service Experiences
  • Quality of Service Experiences
  • Service experiences and IT
  • Service Innovation and Service Experiences
  • Service Experiences, Customer Satisfaction and Loyalty
  • Service Experiences and Value Co-creation
  • Service Experiences and Consumer Behaviour
  • Relational and Network Perspectives to Service Experiences
  • Novel methodological approaches and paradigms in Understanding Service Experiences

Important Note

This special issue will include some of the best papers presented at the 2nd International Conference on Contemporary Marketing Issues (ICCMI) 2014 (June 18-20, 2014, Athens, Greece) provided that they are enhanced with new material (at least 50%) and their quality meets the JSTP standards. Moreover, public submissions are welcome.

All submitted papers will be subject to double blind review process according to the JSTP review procedures.


Submissions to Journal of Service Theory and Practice are made using ScholarOne Manuscripts, the online submission and peer review system. Registration and access is available at

When submitting, please select the special issue titled: Managing Service Experiences in Dynamic Contexts. Papers must not have been published, accepted for publication, or presently be under consideration for publication elsewhere. A standard double-blind review process will be used to select papers for the special issue.

Full information and guidance on using ScholarOne Manuscripts is available at the Emerald ScholarOne Manuscripts Support Centre:

Important Dates

Submission of papers: March 2nd, 2015

Expected publication date of the special issue: 2016

Articles should be between 8000 and 12000 words in length. Guidelines for authors can be found at

Registration and access is available at

Full information and guidance on using ScholarOne Manuscripts is available at the Emerald ScholarOne Manuscripts Support Centre:

JSTP is abstracted and indexed in

ABI/INFORM, Business Source Alumni Edition/Complete/Corporate Plus/Elite/Premier, Cabell's Dictionary of Publishing Opportunities in Management and Marketing, Current Abstracts, Emerald Management Reviews, Materials Business File, Mechanical & Transportation Engineering Abstracts, METADEX, ProQuest, PsycINFO, Scopus, TOC Premier.

2013 Impact Factor: 0.984 (Thomson Reuters, 2014)

For further queries, please contact:

Dr. Emmanuella Plakoyiannaki, Associate Professor, Leeds University Business School, International Business Division, University of Leeds, UK.
E-mail: [email protected]

Prof Gillian Wright, Professor of Marketing, Manchester Met University, UK.
E-mail: [email protected]

For more information on the Journal, visit the home page:


Holbrook, M. B. and Hirschman E. C. (1982). "The experiential aspects of consumption: Consumers' fantasies, feelings and fun", Journal of Consumer Research, vol. 9 no. 2, pp. 132-142.

Vargo, S and Lusch, R. (2008). "The service-dominant logic: Constructing the evolution", Journal of the Academy of Marketing Science, vol. 36 no. 1, pp. 1-10.