
Journal description
JOSM focuses on service management research publishing papers showing a unique and significant contribution to service literature while providing a resource for those working across the full spectrum of service management field irrespective of discipline.
The Journal of Service Management focuses on service management research. The journal publishes papers that show a unique and significant contribution to service literature, and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector or nationality. The journal publishes double-blind reviewed papers that focus on service literature/theory and its applications in practice.
Topicality
As economies across the world have become more service orientated, the importance of studying and understanding all aspects of managing service has increased. This presents new opportunities to undertake cutting edge research within various industry sectors, including manufacturing, information technology, engineering, health care, consulting, government, not-for-profits, and professional services. All require new knowledge, skills and abilities to meet the changing marketplace.
Key benefits
Access to such a wide variety of cutting edge research and its practical applications provides service researchers and industry managers with the opportunity to keep abreast of new thinking, and to adapt ideas to work successfully within their own academic and business organizations.
Coverage
The journal covers:
- The service encounter, the servicescape and service experiences
- Service quality, moments-of-truth and word-of-mouth
- The concept service and the service logic
- Value creation through services and service competition
- Complaints management, service recovery and service guarantees
- Customer involvement and customer focus in service organizations
- Customer satisfaction, loyalty and profitability
- Customer engagement, customer communities
- New service development and service design
- Service innovation, co-innovation and social media
- Technology in services and self-service technology
- Service productivity and the customer-firm relationship
- Service culture, employee empowerment and engagement
- Service strategy and service excellence
- Dynamics in service relationships and networks
- Service management and service leadership
- Service operations management
- Human resources management and internal orientation
- Service networks and service outsourcing
- Services in manufacturing companies.
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Editor
-
Jay
Kandampully
Ohio State University - USA
[email protected]
-
Jay
Kandampully
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Editorial Director
-
Dr
Linda
Alkire (née Nasr)
Texas State University - USA
[email protected] -
Dr
Stephanie Q
Liu
Ohio State University - USA
[email protected]
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Dr
Linda
Alkire (née Nasr)
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Founding Editor
-
Robert
Johnston (deceased)
Warwick Business School - UK
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Robert
Johnston (deceased)
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Former Editor
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Professor
Bo
Edvardsson
Karlstad University - Sweden
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Professor
Bo
Edvardsson
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Social Media Coordinator
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Josina
Vink
Oslo School of Architecture and Design - Norway
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Josina
Vink
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Research Review Editor
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Bart
Larivière
Center for Service Intelligence – Ghent University - Belgium
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Bart
Larivière
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Publisher
-
Daniel
Ridge
Emerald Group Publishing - USA
[email protected]
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Daniel
Ridge
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Journal Editorial Office (For queries related to pre-acceptance)
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Priyadharshani Subramanyam
Reddy
Emerald Publishing
[email protected]
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Priyadharshani Subramanyam
Reddy
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Supplier Project Manager (For queries related to post-acceptance)
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Abinaya
Jegadhesan
Emerald Publishing
[email protected]
-
Abinaya
Jegadhesan
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Executive Editorial Board
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Lerzan
Aksoy
Fordham University - USA
-
Sabine
Benoit
University of Surrey - UK
-
Jay
Kandampully
Ohio State University - USA
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Timothy L
Keiningham
St John's University - USA
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Lerzan
Aksoy
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Expert Research Panel Chairs (Associate Editors)
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Ian R.
Hodgkinson
(Public Services)
Loughborough University - UK
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Christian
Kowalkowski
(Servitisation)
Linköping University - Sweden
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Allard C R van
Riel
(Service Innovation)
Hasselt University - Belgium
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Mahesh
Subramony
(Organizational Behavior, Human Resource Management and Strategy)
Northern Illinois University - USA
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Timothy J.
Vogus
(Health Service)
Vanderbilt University - USA
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Ian R.
Hodgkinson
(Public Services)
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Expert Research Panel Co-Chairs (Associate Editors)
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Joy
Field
(Service Operations)
Boston College - USA
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Stefan
Holmlid
(Service Design)
Linköping University - Sweden
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Arne De
Keyser
(Technology and Digital)
EDHEC Business School - France
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Werner H.
Kunz
(Technology and Digital)
University of Massachusetts Boston - USA
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Dominik
Mahr
(Service Design)
Maastricht University - The Netherlands
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Liana
Victorino
(Service Operations)
University of Victoria - Canada
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Joy
Field
(Service Operations)
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Editorial Advisory Board
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Matthew
Alexander
University of Strathclyde - UK
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Tor Wallin
Andreassen
Norwegian School of Management - Norway
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Zelal
Ates
Technische Hochschule Koeln - Germany
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Silke
Bambauer-Sachse
University of Fribourg - Switzerland
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Mary Jo
Bitner
Arizona State University - USA
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Liliana
Bove
The University of Melbourne - Australia
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David E
Bowen
Thunderbird - The American Graduate School of International Management - USA
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Saara
Brax
Aalto University - Finland
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Luigi
Cantone
University Frederico II of Naples - Italy
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François
Carrillat
University of Technology Sydney - Australia
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Veena
Chattaraman
Auburn University - USA
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Jean-Charles
Chebat
HEC Montreal - Canada
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Lawrence F
Cunningham
University of Colorado at Denver - USA
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Bo
Edvardsson
Karlstad University - Sweden
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Bo
Enquist
Karlstad University - Sweden
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Joy
Field
Boston College - USA
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Raymond P
Fisk
Texas State University - USA
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Sabine
Fliess
Fern Universitat in Hagen - Germany
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Robert C
Ford
University of Central Florida - USA
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Margareta
Friman
Karlstad University - Sweden
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Martina
Gallarza
University of Valencia - Spain
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Matthias
Gouthier
Universität Koblenz - Germany
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Dwayne D
Gremler
Bowling Green State University - USA
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Thorsten
Gruber
Loughborough University - UK
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Christian
Grönroos
Hanken School of Economics - Finland
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Evert
Gummesson
Stockholm University - Sweden
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Anders
Gustafsson
Karlstad University - Sweden
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Wafa
Hammedi
University of Namur - Belgium
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Kristina
Heinonen
Hanken School of Economics - Finland
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Anu
Helkkula
Hanken School of Economics - Finland
-
James L
Heskett
Harvard Business School - USA
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Ian R.
Hodgkinson
Loughborough University - UK
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Jens
Hogreve
Ingolstadt School of Management - Germany
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Stefan
Holmlid
Linköping University - Sweden
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Maria
Holmlund-Rytkönen
Swedish School of Economics - Finland
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Elina
Jaakkola
University of Turku - Finland
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Sertan
Kabadayi
Fordham University - USA
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Hans
Kasper
Maastricht University - The Netherlands
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Byron
Keating
University of Canberra - Australia
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Arne De
Keyser
EDHEC Business School - France
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Beomcheol (Peter)
Kim
Auckland University of Technology - New Zealand
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Jung-Hwan
Kim
University of South Carolina - USA
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Minjeong
Kim
Indiana University - USA
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Daniel
Kindström
Linköping University - Sweden
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Ceridwyn
King
Temple University - USA
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Philipp
Klaus
Prof. Dr. Phil Klaus & Associates Consulting, London - UK
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Christian
Kowalkowski
Linköping University - Sweden
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Per
Kristensson
Karlstad University - Sweden
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Werner H.
Kunz
University of Massachusetts Boston - USA
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Cristiana R.
Lages
University of Reading - UK
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Even J.
Lanseng
Norwegian Business School, BI - Norway
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Jos
Lemmink
Maastricht University - The Netherlands
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Annouk
Lievens
University of Antwerp - Belgium
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Veronica
Liljander
Swedish School of Economics and Business Administration - Finland
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Ian
Lings
Queensland University of Technology - Australia
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Sylvia J
Long-Tolbert
University of Toledo - USA
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Peter R
Magnusson
Karlstad University Service Research Center - Sweden
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Dominik
Mahr
Maastricht University - The Netherlands
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Stan
Maklan
Cranfield University - UK
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Anna S
Mattila
Pennsylvania State University - USA
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Janet R.
McColl-Kennedy
The University of Queensland - Australia
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Anton
Meyer
Ludwig-Maximillian-Universitat - Germany
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Andreas
Munzel
Toulouse University, France - France
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Irene
Ng
University of Warwick - UK
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Chiara
Orsingher
University of Bologna - Italy
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Amy L
Ostrom
Arizona State University - USA
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Stefanie
Paluch
RWTH Aachen University - Germany
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A
Parasuraman
University of Miami - USA
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Lia
Patricio
University of Porto - Portugal
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Paul G
Patterson
The University of New South Wales - Australia
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Chris
Raddats
University of Liverpool - UK
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Anat
Rafaeli
Technion - Israel Institute of Technology - Israel
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Chatura
Ranaweera
Wilfrid Laurier University - Canada
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Javier
Reynoso
EGADE, Instituto Tecnológico de Monterrey - Mexico
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Allard C R van
Riel
Hasselt University - Belgium
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Nichola
Robertson
Deakin University - Australia
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Henk
Roest
Tilburg University - The Netherlands
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Aleda V
Roth
Clemson University - USA
-
Jeffrey S.
Smith
Florida State University - USA
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Magnus
Soderlund
Stockholm School of Economics - Sweden
-
David
Solnet
University of Queensland - Australia
-
Mahesh
Subramony
Northern Illinois University - USA
-
Jillian C
Sweeney
University of Western Australia - Australia
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David A
Tansik
The University of Arizona - USA
-
Stephen S
Tax
University of Victoria - Canada
-
Steven A
Taylor
Illinois State University - USA
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Bård
Tronvoll
Hedmark University College - Norway
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Jaana
Tähtinen
University of Turku - Finland
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Yves van
Vaerenbergh
University of Leuven - Belgium
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Stephen L
Vargo
University of Hawaii at Manoa - USA
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Katrien
Verleye
Ghent University - Belgium
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Liana
Victorino
University of Victoria - Canada
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Timothy J.
Vogus
Vanderbilt University - USA
-
Chris
Voss
University of Warwick - UK
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Martin
Wetzels
Maastricht University - Netherlands
-
Alan
Wilson
University of Strathclyde - UK
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Jochen
Wirtz
National University of Singapore - Singapore
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Lars
Witell
Linköping University - Sweden
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Dana
Yagil
University of Haifa - Israel
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Matthew
Alexander
Journal of Service Management is indexed and abstracted in:
- Business Source Alumni Edition/Complete/Government Edition/Corporate/Corporate Plus/Elite/Premier,
- Cabell's Directory of Publishing Opportunities in Management and Marketing,
- DIALOG,
- Emerald Management Reviews,
- Hospitality & Tourism Complete/Index,
- Social Science Citation Index,
- (ISI) Social SciSearch,
- ProQuest,
- Scopus,
- TOC Premier (EBSCO)
This journal is ranked by:
- ABS (UK), AERES (France),
- Australian Business Deans Council (ABDC) Quality Journal List,
- Australian Research Council (ERA Journal List),
- BFI (Denmark),
- CNRS (France),
- FMS Journal Rating Guide - C (China)
- JourQUAL 2.1 (Germany),
- NSD (Norway),
- ReadCube Discover,
- Scopus,
- The Publication Forum (Finland),
- Thomson Reuters (ISI),
- VHB-JOURQUAL 3
7.7
CiteScore 2019
9.3
CiteScore Tracker 2020
(updated monthly)
2019 Impact Factor
5-year Impact Factor (2019)