Journal of Services Marketing
Before you start
For queries relating to the status of your paper pre decision, please contact the Editor or Journal Editorial Office. For queries post acceptance, please contact the Supplier Project Manager. These details can be found in the Editorial Team section.
Author responsibilities
Our goal is to provide you with a professional and courteous experience at each stage of the review and publication process. There are also some responsibilities that sit with you as the author. Our expectation is that you will:
- Respond swiftly to any queries during the publication process.
- Be accountable for all aspects of your work. This includes investigating and resolving any questions about accuracy or research integrity
- Treat communications between you and the journal editor as confidential until an editorial decision has been made.
- Read about our research ethics for authorship. These state that you must:
- Include anyone who has made a substantial and meaningful contribution to the submission (anyone else involved in the paper should be listed in the acknowledgements).
- Exclude anyone who hasn’t contributed to the paper, or who has chosen not to be associated with the research.
- In accordance with COPE’s position statement on AI tools, Large Language Models cannot be credited with authorship as they are incapable of conceptualising a research design without human direction and cannot be accountable for the integrity, originality, and validity of the published work.
- If your article involves human participants, you must ensure you have considered whether or not you require ethical approval for your research, and include this information as part of your submission. Find out more about informed consent.
Research and publishing ethics
Our editors and employees work hard to ensure the content we publish is ethically sound. To help us achieve that goal, we closely follow the advice laid out in the guidelines and flowcharts on the COPE (Committee on Publication Ethics) website.
We have also developed our research and publishing ethics guidelines. If you haven’t already read these, we urge you to do so – they will help you avoid the most common publishing ethics issues.
A few key points:
- Any manuscript you submit to this journal should be original. That means it should not have been published before in its current, or similar, form. Exceptions to this rule are outlined in our pre-print and conference paper policies. If any substantial element of your paper has been previously published, you need to declare this to the journal editor upon submission. Please note, the journal editor may use Crossref Similarity Check to check on the originality of submissions received. This service compares submissions against a database of 49 million works from 800 scholarly publishers.
- Your work should not have been submitted elsewhere and should not be under consideration by any other publication.
- If you have a conflict of interest, you must declare it upon submission; this allows the editor to decide how they would like to proceed. Read about conflict of interest in our research and publishing ethics guidelines.
- By submitting your work to Emerald, you are guaranteeing that the work is not in infringement of any existing copyright.
Third party copyright permissions
Prior to article submission, you need to ensure you’ve applied for, and received, written permission to use any material in your manuscript that has been created by a third party. Please note, we are unable to publish any article that still has permissions pending. The rights we require are:
- Non-exclusive rights to reproduce the material in the article or book chapter.
- Print and electronic rights.
- Worldwide English-language rights.
- To use the material for the life of the work. That means there should be no time restrictions on its re-use e.g. a one-year licence.
We are a member of the International Association of Scientific, Technical, and Medical Publishers (STM) and participate in the STM permissions guidelines, a reciprocal free exchange of material with other STM publishers. In some cases, this may mean that you don’t need permission to re-use content. If so, please highlight this at the submission stage.
Please take a few moments to read our guide to publishing permissions to ensure you have met all the requirements, so that we can process your submission without delay.
Open access submissions and information
All our journals currently offer two open access (OA) publishing paths; gold open access and green open access.
If you would like to, or are required to, make the branded publisher PDF (also known as the version of record) freely available immediately upon publication, you can select the gold open access route once your paper is accepted.
If you’ve chosen to publish gold open access, this is the point you will be asked to pay the APC (article processing charge). This varies per journal and can be found on our APC price list or on the editorial system at the point of submission. Your article will be published with a Creative Commons CC BY 4.0 user licence, which outlines how readers can reuse your work.
Alternatively, if you would like to, or are required to, publish open access but your funding doesn’t cover the cost of the APC, you can choose the green open access, or self-archiving, route. As soon as your article is published, you can make the author accepted manuscript (the version accepted for publication) openly available, free from payment and embargo periods.
You can find out more about our open access routes, our APCs and waivers and read our FAQs on our open research page.
Transparency and Openness Promotion (TOP) Guidelines
We are a signatory of the Transparency and Openness Promotion (TOP) Guidelines, a framework that supports the reproducibility of research through the adoption of transparent research practices. That means we encourage you to:
- Cite and fully reference all data, program code, and other methods in your article.
- Include persistent identifiers, such as a Digital Object Identifier (DOI), in references for datasets and program codes. Persistent identifiers ensure future access to unique published digital objects, such as a piece of text or datasets. Persistent identifiers are assigned to datasets by digital archives, such as institutional repositories and partners in the Data Preservation Alliance for the Social Sciences (Data-PASS).
- Follow appropriate international and national procedures with respect to data protection, rights to privacy and other ethical considerations, whenever you cite data. For further guidance please refer to our research and publishing ethics guidelines. For an example on how to cite datasets, please refer to the references section below.
Prepare your submission
Manuscript support services
We are pleased to partner with Editage, a platform that connects you with relevant experts in language support, translation, editing, visuals, consulting, and more. After you’ve agreed a fee, they will work with you to enhance your manuscript and get it submission-ready.
This is an optional service for authors who feel they need a little extra support. It does not guarantee your work will be accepted for review or publication.
Manuscript requirements
Before you submit your manuscript, it’s important you read and follow the guidelines below. You will also find some useful tips in our structure your journal submission how-to guide.
Format |
Article files should be provided in Microsoft Word format While you are welcome to submit a PDF of the document alongside the Word file, PDFs alone are not acceptable. LaTeX files can also be used but only if an accompanying PDF document is provided. Acceptable figure file types are listed further below. |
Article length / word count |
Articles should be between 9000 – 11,000 words in length at initial submission with a maximum of 12,000 words in the final accepted version. This includes all text, for example, the structured abstract, references, all text in tables, and figures and appendices. Please allow 280 words for each figure or table. |
Article title |
A concisely worded title should be provided. No more than 11 words to be in the title, we recommend titles that are appealing and interesting. See our editorial, vol 30(5), for details |
Author details |
The names of all contributing authors should be added to the ScholarOne submission; please list them in the order in which you’d like them to be published. Each contributing author will need their own ScholarOne author account, from which we will extract the following details:
In multi-authored papers, it’s important that ALL authors that have made a significant contribution to the paper are listed. Those who have provided support but have not contributed to the research should be featured in an acknowledgements section. You should never include people who have not contributed to the paper or who don’t want to be associated with the research. Read about our research ethics for authorship. |
Biographies and acknowledgements |
If you want to include these items, save them in a separate Microsoft Word document and upload the file with your submission. Where they are included, a brief professional biography of not more than 100 words should be supplied for each named author. |
Research funding |
Your article must reference all sources of external research funding in the acknowledgements section. You should describe the role of the funder or financial sponsor in the entire research process, from study design to submission. |
Structured abstract |
All submissions must include a structured abstract, following the format outlined below. These four sub-headings and their accompanying explanations must always be included:
The following three sub-headings are optional and can be included, if applicable:
The maximum length of your abstract should be 250 words in total, including keywords and article classification (see the sections below). |
Keywords |
Your submission should include up to 12 appropriate and short keywords that capture the principal topics of the paper. Our Creating an SEO-friendly manuscript how to guide contains some practical guidance on choosing search-engine friendly keywords. Please note, while we will always try to use the keywords you’ve suggested, the in-house editorial team may replace some of them with matching terms to ensure consistency across publications and improve your article’s visibility. |
Article classification |
During the submission process, you will be asked to select a type for your paper; the options are listed below. If you don’t see an exact match, please choose the best fit:
You will also be asked to select a category for your paper. The options for this are listed below. If you don’t see an exact match, please choose the best fit: Research paper. Reports on any type of research undertaken by the author(s), including:
Viewpoint. Covers any paper where content is dependent on the author's opinion and interpretation. This includes journalistic and magazine-style pieces. Technical paper. Describes and evaluates technical products, processes or services. Conceptual paper. Focuses on developing hypotheses and is usually discursive. Covers philosophical discussions and comparative studies of other authors’ work and thinking. Case study. Describes actual interventions or experiences within organizations. It can be subjective and doesn’t generally report on research. Also covers a description of a legal case or a hypothetical case study used as a teaching exercise. Literature review. This category should only be used if the main purpose of the paper is to annotate and/or critique the literature in a particular field. It could be a selective bibliography providing advice on information sources, or the paper may aim to cover the main contributors to the development of a topic and explore their different views. General review. Provides an overview or historical examination of some concept, technique or phenomenon. Papers are likely to be more descriptive or instructional (‘how to’ papers) than discursive. |
Web appendix | Additional information may be included for both review and access alongside the published article. This appendix can contain literature tables and references for systematic literature reviews, full measurement instruments, and additional analysis. The content in the web appendix must not be central to the argument or rigour of the paper and should be referred to in the paper as (see web appendix). When submitting the web appendix, please classify the file as a Supplementary file for review. |
Headings |
Headings must be concise, with a clear indication of the required hierarchy. The required headings are: Empirical papers:
Conceptual papers:
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Notes/endnotes |
Notes or endnotes should only be used if absolutely necessary. They should be identified in the text by consecutive numbers enclosed in square brackets. These numbers should then be listed, and explained, at the end of the article. |
Figures |
All figures (charts, diagrams, line drawings, webpages/screenshots, and photographic images) should be submitted electronically. Both colour and black and white files are accepted.
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Tables |
Tables should be typed and submitted in a separate file to the main body of the article. The position of each table should be clearly labelled in the main body of the article with corresponding labels clearly shown in the table file. Tables should be numbered consecutively in Roman numerals (e.g. I, II, etc.). Give each table a brief title. Ensure that any superscripts or asterisks are shown next to the relevant items and have explanations displayed as footnotes to the table, figure or plate. |
Supplementary files |
Where tables, figures, appendices, and other additional content are supplementary to the article but not critical to the reader’s understanding of it, you can choose to host these supplementary files alongside your article on Insight, Emerald’s content hosting platform, or on an institutional or personal repository. All supplementary material must be submitted prior to acceptance. If you choose to host your supplementary files on Insight, you must submit these as separate files alongside your article. Files should be clearly labelled in such a way that makes it clear they are supplementary; Emerald recommends that the file name is descriptive and that it follows the format ‘Supplementary_material_appendix_1’ or ‘Supplementary tables’. All supplementary material must be mentioned at the appropriate moment in the main text of the article, there is no need to include the content of the file but only the file name. A link to the supplementary material will be added to the article during production, and the material will be made available alongside the main text of the article at the point of EarlyCite publication. Please note that Emerald will not make any changes to the material; it will not be copyedited, typeset, and authors will not receive proofs. Emerald therefore strongly recommends that you style all supplementary material ahead of acceptance of the article. Emerald Insight can host the following file types and extensions:
If you choose to use an institutional or personal repository, you should ensure that the supplementary material is hosted on the repository ahead of submission, and then include a link only to the repository within the article. It is the responsibility of the submitting author to ensure that the material is free to access and that it remains permanently available. Please note that extensive supplementary material may be subject to peer review; this is at the discretion of the journal Editor and dependent on the content of the material (for example, whether including it would support the reviewer making a decision on the article during the peer review process). |
References |
All references in your manuscript must be formatted using one of the recognised Harvard styles. You are welcome to use the Harvard style Emerald has adopted – we’ve provided a detailed guide below. Want to use a different Harvard style? That’s fine, our typesetters will make any necessary changes to your manuscript if it is accepted. Please ensure you check all your citations for completeness, accuracy and consistency. Emerald’s Harvard referencing style References to other publications in your text should be written as follows:
A few other style points. These apply to both the main body of text and your final list of references.
At the end of your paper, please supply a reference list in alphabetical order using the style guidelines below. Where a DOI is available, this should be included at the end of the reference. |
For books |
Surname, initials (year), title of book, publisher, place of publication. e.g. Harrow, R. (2005), No Place to Hide, Simon & Schuster, New York, NY. |
For book chapters |
Surname, initials (year), "chapter title", editor's surname, initials (Ed.), title of book, publisher, place of publication, page numbers. e.g. Calabrese, F.A. (2005), "The early pathways: theory to practice – a continuum", Stankosky, M. (Ed.), Creating the Discipline of Knowledge Management, Elsevier, New York, NY, pp.15-20. |
For journals |
Surname, initials (year), "title of article", journal name, volume issue, page numbers. e.g. Capizzi, M.T. and Ferguson, R. (2005), "Loyalty trends for the twenty-first century", Journal of Consumer Marketing, Vol. 22 No. 2, pp.72-80. |
For published |
Surname, initials (year of publication), "title of paper", in editor’s surname, initials (Ed.), title of published proceeding which may include place and date(s) held, publisher, place of publication, page numbers. e.g. Wilde, S. and Cox, C. (2008), “Principal factors contributing to the competitiveness of tourism destinations at varying stages of development”, in Richardson, S., Fredline, L., Patiar A., & Ternel, M. (Ed.s), CAUTHE 2008: Where the 'bloody hell' are we?, Griffith University, Gold Coast, Qld, pp.115-118. |
For unpublished |
Surname, initials (year), "title of paper", paper presented at [name of conference], [date of conference], [place of conference], available at: URL if freely available on the internet (accessed date). e.g. Aumueller, D. (2005), "Semantic authoring and retrieval within a wiki", paper presented at the European Semantic Web Conference (ESWC), 29 May-1 June, Heraklion, Crete, available at: http://dbs.uni-leipzig.de/file/aumueller05wiksar.pdf (accessed 20 February 2007). |
For working papers |
Surname, initials (year), "title of article", working paper [number if available], institution or organization, place of organization, date. e.g. Moizer, P. (2003), "How published academic research can inform policy decisions: the case of mandatory rotation of audit appointments", working paper, Leeds University Business School, University of Leeds, Leeds, 28 March. |
For encyclopaedia entries |
Title of encyclopaedia (year), "title of entry", volume, edition, title of encyclopaedia, publisher, place of publication, page numbers. e.g. Encyclopaedia Britannica (1926), "Psychology of culture contact", Vol. 1, 13th ed., Encyclopaedia Britannica, London and New York, NY, pp.765-771. (for authored entries, please refer to book chapter guidelines above) |
For newspaper |
Surname, initials (year), "article title", newspaper, date, page numbers. e.g. Smith, A. (2008), "Money for old rope", Daily News, 21 January, pp.1, 3-4. |
For newspaper |
Newspaper (year), "article title", date, page numbers. e.g. Daily News (2008), "Small change", 2 February, p.7. |
For archival or other unpublished sources |
Surname, initials (year), "title of document", unpublished manuscript, collection name, inventory record, name of archive, location of archive. e.g. Litman, S. (1902), "Mechanism & Technique of Commerce", unpublished manuscript, Simon Litman Papers, Record series 9/5/29 Box 3, University of Illinois Archives, Urbana-Champaign, IL. |
For electronic sources |
If available online, the full URL should be supplied at the end of the reference, as well as the date that the resource was accessed. Surname, initials (year), “title of electronic source”, available at: persistent URL (accessed date month year). e.g. Weida, S. and Stolley, K. (2013), “Developing strong thesis statements”, available at: https://owl.english.purdue.edu/owl/resource/588/1/ (accessed 20 June 2018) Standalone URLs, i.e. those without an author or date, should be included either inside parentheses within the main text, or preferably set as a note (Roman numeral within square brackets within text followed by the full URL address at the end of the paper). |
For data |
Surname, initials (year), title of dataset, name of data repository, available at: persistent URL, (accessed date month year). e.g. Campbell, A. and Kahn, R.L. (2015), American National Election Study, 1948, ICPSR07218-v4, Inter-university Consortium for Political and Social Research (distributor), Ann Arbor, MI, available at: https://doi.org/10.3886/ICPSR07218.v4 (accessed 20 June 2018) |
Submit your manuscript
There are a number of key steps you should follow to ensure a smooth and trouble-free submission.
Double check your manuscript
Before submitting your work, it is your responsibility to check that the manuscript is complete, grammatically correct, and without spelling or typographical errors. A few other important points:
- Give the journal aims and scope a final read. Is your manuscript definitely a good fit? If it isn’t, the editor may decline it without peer review.
- Does your manuscript comply with our research and publishing ethics guidelines?
- Have you cleared any necessary publishing permissions?
- Have you followed all the formatting requirements laid out in these author guidelines?
- Does the manuscript contain any information that might help the reviewer identify you? This could compromise the anonymous peer review process. A few tips:
- If you need to refer to your own work, use wording such as ‘previous research has demonstrated’ not ‘our previous research has demonstrated’.
- If you need to refer to your own, currently unpublished work, don’t include this work in the reference list.
- Any acknowledgments or author biographies should be uploaded as separate files.
- Carry out a final check to ensure that no author names appear anywhere in the manuscript. This includes in figures or captions.
You will find a helpful submission checklist on the website Think.Check.Submit.
The submission process
All manuscripts should be submitted through our editorial system by the corresponding author.
The only way to submit to the journal is through the journal’s ScholarOne site as accessed via the Emerald website, and not by email or through any third-party agent/company, journal representative, or website. Submissions should be done directly by the author(s) through the ScholarOne site and not via a third-party proxy on their behalf.
A separate author account is required for each journal you submit to. If this is your first time submitting to this journal, please choose the Create an account or Register now option in the editorial system. If you already have an Emerald login, you are welcome to reuse the existing username and password here.
Please note, the next time you log into the system, you will be asked for your username. This will be the email address you entered when you set up your account.
Don't forget to add your ORCiD ID during the submission process. It will be embedded in your published article, along with a link to the ORCiD registry allowing others to easily match you with your work.
Don’t have one yet? It only takes a few moments to register for a free ORCiD identifier.
Visit the ScholarOne support centre for further help and guidance.
What you can expect next
You will receive an automated email from the journal editor, confirming your successful submission. It will provide you with a manuscript number, which will be used in all future correspondence about your submission. If you have any reason to suspect the confirmation email you receive might be fraudulent, please contact our Rights team on [email protected]
Post submission
Review and decision process
Each submission is checked by the editor. At this stage, they may choose to decline or unsubmit your manuscript if it doesn’t fit the journal aims and scope, or they feel the language/manuscript quality is too low.
If they think it might be suitable for the publication, they will send it to at least two independent referees for double anonymous peer review. Once these reviewers have provided their feedback, the editor may decide to accept your manuscript, request minor or major revisions, or decline your work.
This journal offers an article transfer service. If the editor decides to decline your manuscript, either before or after peer review, they may offer to transfer it to a more relevant Emerald journal in this field. If you accept, your ScholarOne author account, and the accounts of your co-authors, will automatically transfer to the new journal, along with your manuscript and any accompanying peer review reports. However, you will still need to log in to ScholarOne to complete the submission process using your existing username and password. While accepting a transfer does not guarantee the receiving journal will publish your work, an editor will only suggest a transfer if they feel your article is a good fit with the new title.
While all journals work to different timescales, the goal is that the editor will inform you of their first decision within 60 days.
During this period, we will send you automated updates on the progress of your manuscript via our submission system, or you can log in to check on the current status of your paper. Each time we contact you, we will quote the manuscript number you were given at the point of submission. If you receive an email that does not match these criteria, it could be fraudulent and we recommend you email [email protected].
Manuscript transfer service
Emerald’s manuscript transfer service takes the pain out of the submission process if your manuscript doesn’t fit your initial journal choice. Our team of expert Editors from participating journals work together to identify alternative journals that better align with your research, ensuring your work finds the ideal publication home it deserves. Our dedicated team is committed to supporting authors like you in finding the right home for your research.
If a journal is participating in the manuscript transfer program, the Editor has the option to recommend your paper for transfer. If a transfer decision is made by the Editor, you will receive an email with the details of the recommended journal and the option to accept or reject the transfer. It’s always down to you as the author to decide if you’d like to accept. If you do accept, your paper and any reviewer reports will automatically be transferred to the recommended journals. Authors will then confirm resubmissions in the new journal’s ScholarOne system.
Our Manuscript Transfer Service page has more information on the process.
If your submission is accepted
Open access
Once your paper is accepted, you will have the opportunity to indicate whether you would like to publish your paper via the gold open access route.
If you’ve chosen to publish gold open access, this is the point you will be asked to pay the APC (article processing charge). This varies per journal and can be found on our APC price list or on the editorial system at the point of submission. Your article will be published with a Creative Commons CC BY 4.0 user licence, which outlines how readers can reuse your work.
Copyright
All accepted authors are sent an email with a link to a licence form. This should be checked for accuracy, for example whether contact and affiliation details are up to date and your name is spelled correctly, and then returned to us electronically. If there is a reason why you can’t assign copyright to us, you should discuss this with your journal content editor. You will find their contact details on the editorial team section above.
Proofing and typesetting
Once we have received your completed licence form, the article will pass directly into the production process. We will carry out editorial checks, copyediting, and typesetting and then return proofs to you (if you are the corresponding author) for your review. This is your opportunity to correct any typographical errors, grammatical errors or incorrect author details. We can’t accept requests to rewrite texts at this stage.
When the page proofs are finalised, the fully typeset and proofed version of record is published online. This is referred to as the EarlyCite version. While an EarlyCite article has yet to be assigned to a volume or issue, it does have a digital object identifier (DOI) and is fully citable. It will be compiled into an issue according to the journal’s issue schedule, with papers being added by chronological date of publication.
How to share your paper
Visit our author rights page to find out how you can reuse and share your work.
To find tips on increasing the visibility of your published paper, read about how to promote your work.
Correcting inaccuracies in your published paper
Sometimes errors are made during the research, writing and publishing processes. When these issues arise, we have the option of withdrawing the paper or introducing a correction notice. Find out more about our article withdrawal and correction policies.
Need to make a change to the author list? See our frequently asked questions (FAQs) below.
Frequently Asked Questions
The only time we will ever ask you for money to publish in an Emerald journal is if you have chosen to publish via the gold open access route. You will be asked to pay an APC (article-processing charge) once your paper has been accepted (unless it is a sponsored open access journal), and never at submission.
At no other time will you be asked to contribute financially towards your article’s publication, processing, or review. If you haven’t chosen gold open access and you receive an email that appears to be from Emerald, the journal, or a third party, asking you for payment to publish, please contact our support team via [email protected].
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Senior Co-Editor
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Professor
Mark S
Rosenbaum
The Citadel - USA
[email protected]
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Professor
Mark S
Rosenbaum
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Co-Editor
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Professor
Kristina
Heinonen
Hanken Business School - Finland
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Professor
Kristina
Heinonen
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Associate Editor
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Associate Professor
Linda
Alkire
Texas State University - USA
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Dr
Chrysostomos
Apostolidis
University of Northumbria – Newcastle Business School - UK
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Professor
Stacey Menzel
Baker
Creighton University - USA
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Amanda
Beatson
Queensland University - Australia
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Gabriela
Beirão
University of Porto - Portugal
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Professor
Kimmy
Chan
Hong Kong Baptist University - Hong Kong
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Professor
Tom
Chen
University of Kent - UK
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Professor
J Joseph
Cronin,
Jr., Ph.D
Florida State University - USA
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Professor
Jörg
Finsterwalder
University of Canterbury - New Zealand
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Ross
Gordon
University of Technology Sydney - Australia
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Wafa
Hammedi
University of Namur - Belgium
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Professor
Thomas
Hollmann
Arizona State University - USA
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Raechel
Johns
University of Canberra - Australia
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Professor
Sertan
Kabadayi
Fordham University - USA
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Professor
Ingo
Karpen
Karlstad University - Sweden
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Philipp
Klaus
International University of Monaco, INSECC Research Center - Monaco
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Professor
Volker
Kuppelwieser
NEOMA Business School - France
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Kate
Letheren
Australian Catholic University - Australia
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Rory
Mulcahy
University of the Sunshine Coast - Australia
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Ramendra
Thakur
University of Louisiana at Lafayette - USA
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Professor
Rodoula
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University of Macedonia - Greece
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Josina
Vink
Oslo School of Architecture and Design - Norway
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Linda
Alkire
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Publisher
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Richard
Whitfield
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Richard
Whitfield
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Journal Editorial Office (For queries related to pre-acceptance)
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Sanjana
Kuril
Emerald Publishing
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Sanjana
Kuril
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Supplier Project Manager (For queries related to post-acceptance)
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Sonali
Durge
Emerald Publishing
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Sonali
Durge
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Editorial Advisory Board
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Assistant Professor
Melissa
Akaka
University of Denver - USA
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Dr
Levent
Altinay
Oxford Brookes University - UK
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Southern Illinois University Carbondale - USA
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Nicholas J.
Ashill
Victoria University of Wellington - New Zealand
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Todd
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Loyola University New Orleans - USA
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Melissa
Baker
University of Massachusetts Amherst - USA
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Thomas
Baker
University of Alabama at Tuscaloosa - USA
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Donald
Barnes
University of North Carolina Wilmington - USA
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Professor
Sabine
Benoit
University of Surrey - UK
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Blaise J
Bergiel
University of West Georgia - USA
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Professor
Jeffrey
Blodgett
University of Houston - Victoria - USA
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Liliana
Bove
The University of Melbourne - Australia
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Matthew
Bunker
University of Northern Iowa - USA
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Professor
Jamie
Burton
Alliance Manchester Business School, The University of Manchester - UK
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Mark Anthony
Camilleri
University of Malta - Malta
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Dr
Walid
Chaouali
University of Jendouba - Tunisia
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Charlene
Dadzie
University of South Alabama - USA
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Gopal
Das
Indian Institute of Management Bangalore - India
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Professor
Kate L.
Daunt
Cardiff Business School - UK
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Dr
Janet
Davey
Victoria University Wellington - New Zealand
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Barry J
Davies
University of Gloucestershire - UK
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Phillippe
Duverger
Towson University - USA
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Dr
Dahlia
El-Manstrly
University of Edinburgh Business School - UK
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David
Faulds
University of Louisville - USA
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Raymond P.
Fisk
ServCollab - USA
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Dale
Fodness
University of Dallas - USA
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Dr
Tony
Garry
University of Otago - New Zealand
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Mario
Giraldo
Universidad del Norte - Barranquilla - Colombia
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Professor
Dominique
Greer
Queensland University of Technology - Australia
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Amy
Gregory
University of Central Florida - USA
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Stephen J
Grove
Clemson University - USA
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Dr
Johanna Katariina
Gummerus
Hanken School of Economics - Finland
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Lin
Guo
Old Dominion University - USA
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Professor
John D.
Hansen
University of Alabama at Birmingham - USA
-
Associate Professor
Eric G.
Harris
Pittsburg State University - USA
-
Professor
Lloyd
Harris
University of Birmingham - UK
-
Professor
Kim
Harris-Cassidy
Nottingham Trent University - UK
-
Professor
Kristina
Heinonen
Hanken School of Economics - Finland
-
Professor
Toni
Hilton
Glasgow Caledonian University - UK
-
Linda D.
Hollebeek
Sunway University - Malaysia
-
Professor
Jonas
Holmqvist
Kedge Business School - France
-
Professor
Tim
Hughes
University of the West of England - UK
-
Professor
Elina
Jaakkola
University of Turku - Finland
-
Professor
Lester W
Johnson
Swinburne University - Australia
-
Dr
Byron
Keating
Queensland University of Technology - Australia
-
Professor
Scott W.
Kelley
University of Kentucky - USA
-
Professor
Christian
Kowalkowski
Linköping University - Sweden
-
Dr
Bodo
Lang
University of Auckland - New Zealand
-
Professor
Bart
Larivière
Center for Service Intelligence – Ghent University - Belgium
-
Dr
Tiffany
Legendre
University of Houston - USA
-
Professor
Annouk
Lievens
University of Antwerp - Belgium
-
Associate Professor
Heejin
Lim
University of Tennessee - USA
-
Professor
Dominik
Mahr
Maastricht University - Netherlands
-
Associate Professor
David
Martin
Auburn University - USA
-
Associate Professor
Lee
McGinnis
Stonehill College - USA
-
Associate Professor
Joanna
Melancon
Western Kentucky University - USA
-
Dr
Kars
Mennens
Maastricht University - Netherlands
-
Dr.
Kalyani
Menon
Lazaridis School of Business and Economics, Wilfrid Laurier University - Canada
-
Professor
Rory
Mulcahy
University of the Sunshine Coast - Australia
-
Associate Professor
Duane
Nagel
Wichita State University - USA
-
Professor
Richard
Nicholls
Worcester Business School, University of Worcester - UK
-
Professor
Aron
O'Cass
Macquarie University - Australia
-
Professor
Lisa
O'Malley
University of Limerick - Ireland
-
Professor
Gaby
Oderkerken
Maastricht University - Netherlands
-
Dr
Jason
Oliver
East Carolina University - USA
-
Professor
Adrian J
Palmer
University of Wales Swansea - UK
-
Professor
Joy
Parkinson
Australian Catholic University - Australia
-
Professor
Lia
Patricio
University of Porto - Portugal
-
Professor
Anthony
Patterson
Lancaster University - UK
-
Professor
Paul G
Patterson
The University of New South Wales - Australia
-
Associate Professor
Maria
Raciti
University of Sunshine Coast - Australia
-
Professor
Javier
Reynoso
EGADE, Instituto Tecnológico de Monterrey - Mexico
-
Associate Professor
Nichola
Robertson
Deakin University - Australia
-
Professor
Michel
Rod
Carleton University - Canada
-
Associate Professor
Sanjit Kumar
Roy
The University of Western Australia (Australia)
-
Dr
László
Sajtos
The University of Auckland - New Zealand
-
Dr
Tali
Seger-Guttmann
Ruppin Academic Center - Israel
-
Dr
Harjit
Sekhon
Coventry University - UK
-
Associate Professor
Daniel
Shen
State University of New York - USA
-
Professor
Elaine
Sherman
Hofstra University - USA
-
Associate Professor
Jeremy J.
Sierra
Texas State University - San Marcos - USA
-
Professor
Marianna
Sigala
University of Newcastle - Australia
-
Associate Professor
Cláudia
Simões
University of Minho - Portugal
-
Dr
Erose
Sthapit
Manchester Metropolitan University - UK
-
Associate Professor
Jeff W
Totten
McNeese State University - USA
-
Associate Professor
Sven
Tuzovic
Queensland University of Technology - Australia
-
Professor
Giampaolo
Viglia
Faculty of Business and Law, University of Portsmouth, Portsmouth, UK
-
Professor
Paul
Williams
American University of Sharjah - United Arab Emirates
-
Prof Dr
Heidi
Winklhofer
Nottingham University Business School - UK
-
Professor
Lars
Witell
Linköping University - Sweden
-
Professor
Ip Kin Anthony
Wong
University of Macau - China
-
Professor
Dana
Yagil
University of Haifa - Israel
-
Dr
Nadia
Zainuddin
University of Wollongong - USA
-
Associate Professor
Zhen
Zhu
Suffolk University - USA
-
Professor
Judy
Zolkiewski
Alliance Manchester Business School - UK
-
Associate Professor
Catharina
von Koskull
Hanken School of Economics - Finland
-
Assistant Professor
Melissa
Akaka
-
Expert Research Panel for Service Operations
-
Professor
Joy
Field
Boston College, USA - USA
-
Liana
Victorina
University of Victoria, Canada
-
Professor
Joy
Field
Citation metrics
7.8
CiteScore 2023
7.8
CiteScore 2023
Further information
CiteScore is a simple way of measuring the citation impact of sources, such as journals.
Calculating the CiteScore is based on the number of citations to documents (articles, reviews, conference papers, book chapters, and data papers) by a journal over four years, divided by the number of the same document types indexed in Scopus and published in those same four years.
For more information and methodology visit the Scopus definition
7.1
CiteScore Tracker 2024
(updated monthly)
7.1
CiteScore Tracker 2024
(updated monthly)
Further information
CiteScore is a simple way of measuring the citation impact of sources, such as journals.
CiteScore Tracker is calculated in the same way as CiteScore, but for the current year rather than previous, complete years.
The CiteScore Tracker calculation is updated every month, as a current indication of a title's performance.
For more information and methodology visit the Scopus definition
3.80
2023 Impact Factor
3.80
2023 Impact Factor
Further information
The Journal Impact Factor is published each year by Clarivate Analytics. It is a measure of the number of times an average paper in a particular journal is cited during the preceding two years.
For more information and methodology see Clarivate Analytics
5.0
5-year Impact Factor (2023)
5.0
5-year Impact Factor (2023)
Further information
A base of five years may be more appropriate for journals in certain fields because the body of citations may not be large enough to make reasonable comparisons, or it may take longer than two years to publish and distribute leading to a longer period before others cite the work.
Actual value is intentionally only displayed for the most recent year. Earlier values are available in the Journal Citation Reports from Clarivate Analytics.
Publication timeline
Time to first decision
36
days
Time to first decision
36
days
Further information
Time to first decision, expressed in days, the "first decision" occurs when the journal’s editorial team reviews the peer reviewers’ comments and recommendations. Based on this feedback, they decide whether to accept, reject, or request revisions for the manuscript.
Data is taken from submissions between 1st June 2023 and 31st May 2024
Acceptance to publication
32
days
Acceptance to publication
32
days
Further information
Acceptance to publication, expressed in days, is the average time between when the journal’s editorial team decide whether to accept, reject, or request revisions for the manuscript and the date of publication in the journal.
Data is taken from the previous 12 months (Last updated July 2024)
Acceptance rate
16
%
Acceptance rate
16
%
Further information
The acceptance rate is a measurement of how many manuscripts a journal accepts for publication compared to the total number of manuscripts submitted expressed as a percentage %
Data is taken from submissions between 1st June 2023 and 31st May 2024.
Usage
Downloads
30030
Articles
Downloads
30030
Articles
Further information
This figure is the total amount of downloads for all articles published early cite in the last 12 months
(Last updated: July 2024)
This journal is abstracted and indexed by
- Business Source Complete
- Emerald Management Reviews
- Cabell's Directory of Publishing Opportunities in Management and Marketing
- CNRS (France)
- Current Citations Express
- Current Contents/Social and Behavioral Sciences
- Electronic Collections Online
- EP Collection
- Expanded Academic Index
- FMS Journal Rating Guide (C)
- FNEGE (France)
- Gale
- Galileo
- General Reference Center
- Inspec
- Manning & Napier
- QUALIS
- ReadCube Discover
- The Marketing Report
- Telebase
- Zetoc (British Library)
- AIDEA (Italy)
- Australian Business Deans Council (ABDC) Journal Quality List - A ranking
- Chartered Association of Business Schools (CABS, UK) Academic Journal Guide
- Scopus
- Social Science Citation Index SSCI (Clarivate Analytics)
- The Publication Forum (Finland)
Reviewer information
Peer review process
This journal engages in a double-anonymous peer review process, which strives to match the expertise of a reviewer with the submitted manuscript. Reviews are completed with evidence of thoughtful engagement with the manuscript, provide constructive feedback, and add value to the overall knowledge and information presented in the manuscript.
Mission
The mission of the peer review process is to achieve excellence and rigour in scholarly publications and research.
Vision
Our vision is to give voice to professionals in the subject area who contribute unique and diverse scholarly perspectives to the field.
Values
The journal values diverse perspectives from the field and reviewers who provide critical, constructive, and respectful feedback to authors. Reviewers come from a variety of organizations, careers, and backgrounds from around the world.
Ethics
All invitations to review, abstracts, manuscripts, and reviews should be kept confidential. Reviewers must not share their review or information about the review process with anyone without the agreement of the editors and authors involved, even after publication. This also applies to other reviewers’ “comments to author” which are shared with you on decision.
Resources to guide you through the review process
Discover practical tips and guidance on all aspects of peer review in our reviewers' section. See how being a reviewer could benefit your career, and discover what's involved in shaping a review.
Calls for papers
Services in a Rapidly Changing World
Journal of Services Marketing
Submit your paper here! Introduction Sustainable services, transformative services and the impact of services on society are being increasingly...
Making Service Work Decent Work: Marketing Perspectives to Uplift Human Well-Being and Service Excellence
Journal of Services Marketing
Submit your paper here! Introduction This special issue is a response to the need for further studies on decent work in the service sector, as ...
Service Complexities in Latin American Countries
Journal of Services Marketing
Submit your paper here! Introduction The goal of this special issue is to extend the current body of services marketing research by identifying...
News
Thank you to the 2023 Reviewers of Journal of Services Marketing
The publishing and editorial teams would like to thank the following, for their invaluable service as 2023 reviewers for this journal. We are very grateful for the contributions made. With their help, the journal has been able to publish such high...
Previous award winners of the Steve Baron Award
Steve’s perspective on contribution to the service community. I believe that contributions to the service research community do go beyond what is immediately visible, such as research publications and teaching innovation...
Steve Baron Award for Outstanding Contribution to the Service Research Community
...
Thank you to the 2022 Reviewers of Journal of Services Marketing
The publishing and editorial teams would like to thank the following, for their invaluable service as 2022 reviewers for this journal. We are very grateful for the contributions made. With their help, the journal has been able to publish such high...
JSM papers included in WHO COVID-19 database
The importance of services marketing research for improving the health and wellbeing of global citizens has been recognised by the World Health Organisation with the inclusion of the following 18 Journal of Services Marketing articles ...
Emerald: 1st ServCollab Special Issue Free Access
Founded in 2018 by Ray Fisk, ...
Thank you to the 2021 Reviewers of Journal of Services Marketing
The publishing and editorial teams would like to thank the following, for their invaluable service as 2021 reviewers for this journal. We are very grateful for the contributions made. With their help, the journal has been able to publish such high...
Revisiting seminal JSM articles in the first decade: The retrospective collection 1986 - 1995
In 2016, JSM celebrated 30 years, and to commemorate this milestone the editors Prof Steve Baron and Prof Rebekah Russell-Bennett wrote an editorial about the importance of revisiting the past, and invited authors of seminal pap...
JSM Editorials
2022 Editorial: Research priorities in the new service marketplace...
Editorial Honour Roll
A journal cannot exist without the selfless service of colleagues who are willing to provide their time and expertise to encourage quality research to be submitted and peer reviewed. Since the establishment of the journal in 1986, the follow...
JSM KeyWords 2019
The Editorial Team of JSM would like to encourage you to select from the keywords below, when submitting a manuscript to ScholarOne: Airline industry artificial intelligence Atmospherics Baby Boomers Base of the...
Literati awards
Journal of Services Marketing - Literati Award Winners 2024
We are pleased to announce our 2024 Literati Award winners. Outstanding Paper A dignity-vulnerability approach fra...
Journal of Services Marketing - Literati Award Winners 2023
We are pleased to announce our 2023 Literati Award winners. Outstanding Paper A voice for the silent: un...
Journal of Services Marketing - Literati Award Winners 2022
We are pleased to announce our 2022 Literati Award winners. Outstanding Paper Shaping service delivery throu...
Journal of Services Marketing - Literati Award Winners 2022
We are pleased to announce our 2022 Literati Award winners. Outstanding Paper ...
Journal of Services Marketing - Literati Award Winners 2021
We are pleased to announce our 2021 Literati Award winners. Outstanding Paper Artificial intelligence: disru...
Journal of Services Marketing - Literati Award Winners 2020
We are pleased to announce our 2020 Literati Award winners. Outstanding Paper Value of social robots in services: social cognition p...
Journal of Services Marketing addresses a range of services-related issues of interest to marketing scholars and relevant to marketing professionals who represent a broad range of service industries.
eISSN: 2054-1651
Aims and scope
The Journal of Services Marketing (JSM) is not preferentially disposed towards either empirical work or pure theory, nor towards one particular method or approach.
JSM will be an outlet for research that is:
- unique and interesting research on services marketing in a contemporary global world
- from a diverse range of methodological, philosophical and theoretical approaches
- situated within either a pure or applied research tradition
- well-grounded theoretical conceptualisation
- rigorous and appropriate research methodology
- well written and of clear relevance and interest to services marketing scholarship and practice.
JSM is keen to publish manuscripts that address contemporary issues relevant to services marketing that make a clear contribution to services marketing scholarship and practice.
Topics currently of interest to the editors are:
- The role of services in transforming society and consumer lives
- New methodological approaches for service research
- Services marketing and the bottom-of-the pyramid
- The role of new technologies and interactivity
- Off-shoring and outsourcing of services
- Servitization
- Service design
- Co-creation and third-parties
- Crowd-sourcing
- The future and key trends in the practice of services marketing: what researchers need to know
- Micro-businesses, cottage industries and the service sector
- Social service enterprises
- Viewing service(s) through a new lens.
Latest articles
These are the latest articles published in this journal (Last updated: December 2024)
Top downloaded articles
These are the most downloaded articles over the last 12 months for this journal (Last updated: December 2024)
Top cited
These are the top cited articles for this journal, from the last 12 months according to Crossref (Last updated: December 2024)
This title is aligned with our responsible management goal
We aim to champion researchers, practitioners, policymakers and organisations who share our goals of contributing to a more ethical, responsible and sustainable way of working.
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