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Journal of Services Marketing

Journal of Services Marketing

ISSN: 0887-6045

This journal is a Hybrid Open Access journal
Full text online
Content: Table of Contents  
Information: Journal information  |  Editorial Team  |  Author Guidelines
Other: Journal News (inc. calls for papers)  |  Recommend this journal

2018 Impact Factor: 2.421*
5-year Impact Factor (2018): 3.194*

CiteScore 2018: 3.65
CiteScoreTracker 2019: 4.16 (Updated Monthly)

Aims & Scope

This journal is celebrating its 30th anniversaryThe Journal of Services Marketing (JSM) has been a leader in services marketing thought and cutting-edge research for thirty years. Published articles address a range of services-related issues of interest to marketing scholars and relevant to marketing professionals who represent a broad range of service industries. JSM articles are conceptually rich, empirically rigorous and each contain a section that highlights implications for practice.  We now live in a world where we have access to global markets at the click of a button, and where there is increased collaboration between customers, organizations and competitors, and a market consciousness about the importance of preserving natural resources and communities. We therefore strongly encourage research that is innovative that investigates new ways of thinking about how to best serve our markets.

JSM is not preferentially disposed towards either empirical work or pure theory, nor towards one particular method or approach.


"I am really impressed by [the] work in JSM. I am browsing the journal contents, and many articles, including [the] editorials catch my eye as really interesting and fresh. I think that JSM is really taking an active approach to new things and issues emerging in the field, and this is certainly very good for the entire field."

- Professor, Centre Director Kristina Heinonen, Hanken School of Economics, Finland

Key Words

Please see JSM's list of keywords here

JSM Awards

Congratulations to the following authors and reviewers for 2018:

Winner most outstanding Paper

Kristina Heinonen and Gustav Medberg (2018) Netnography as a tool for understanding customers: implications for service research and practice, Journal of Services Marketing, Vol. 32 Issue: 6, pp.657-679  

Highly commended papers

Subhadip Roy (2018) Effects of customer experience across service types, customer types and time, Effects of customer experience across service types, customer types and time, Journal of Services Marketing, Vol. 32 Issue: 4, pp.400-413,

Jamie Carlson, Mohammad Rahman, Ranjit Voola, Natalie De Vries, (2018) Customer engagement behaviours in social media: Capturing innovation opportunities, Journal of Services Marketing, Vol. 32 Issue: 1, pp.83-94, 

Outstanding Reviewers

Linda Alkire  and Lloyd Harris 

Steve Baron Award for Outstanding Contribution to the Service Research Community

Editor Reflections and Editorials

Read about the history of the journal in “A quarter of a century:  reflections of the first 25 years of the Journal of Services Marketing,” by C.L. Martin, in JSM volume 26.1 (2012)

Starting in 2015 (Volume 29), JSM has editorials that are useful to guide authors who are interested in publishing in JSM.  These editorials occur in every second issue of the journal.  For a list of editorial topics click here.

Editorial Criteria

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 conceptualization,
  • 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

All the papers are subjected to a blind refereeing process to ensure integrity of information is maintained. There will be a minimum of two reviewers (double-blind) and a maximum of three reviewers (triple-blind) on each paper. All revised submissions will be returned to the original reviewers for comment on the amendments. This process ensures integrity of information and quality of published manuscripts is maintained.The journal enjoys a long-standing reputation as a catalyst for solving services marketing problems and dilemmas, and as such is already regarded as an essential resource by many leading industry figures and supplying libraries.

There are a range of editorial policies that JSM will be making publicly available, with the first being Editorial policy on Special Issues.


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; FNEGE (France); Gale; Galileo; General Reference Center; Inspec; Manning & Napier; QUALIS; ReadCube Discover; The Marketing Report; Telebase; Zetoc (British Library)

This journal is ranked by: 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)

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Submit your paper

Journal of Services Marketing is available as part of an online subscription to the Emerald Marketing eJournals Collection. For more information, please email [email protected] or visit the Emerald Marketing eJournals Collection page.

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This journal is a member of and subscribes to the principles of the Committee on Publication Ethics. More on Emerald's approach is available in our Publication Ethics guidelines.

* 2018 Journal Citation Reports® (Clarivate Analytics, 2019)