Journal of Service Management
Scope & Guideline
Advancing the Frontiers of Service Excellence
Introduction
Aims and Scopes
- Service Ecosystems and Value Co-Creation:
Research often explores interactions within service ecosystems where multiple stakeholders collaborate to create value. This includes examining roles of employees, customers, and technology in these dynamic settings. - Digital Transformation and Innovation in Services:
The journal emphasizes the impact of digital technologies on service delivery, including the use of AI, robotics, and digital platforms to enhance customer experiences and streamline operations. - Employee and Customer Engagement:
A significant focus is placed on understanding the engagement journeys of both employees and customers, including factors that foster loyalty, satisfaction, and overall service quality. - Sustainability and Responsible Business Practices:
There is a consistent emphasis on sustainability within service management, exploring how organizations can operate responsibly and ethically while meeting customer expectations. - Methodological Advances in Service Research:
The journal promotes innovative research methodologies, encouraging rigorous empirical studies and theoretical frameworks that enhance the understanding of service phenomena.
Trending and Emerging
- Artificial Intelligence and Automation in Services:
There is a growing interest in exploring the role of AI and automation, particularly regarding their impacts on service delivery, employee roles, and customer experiences. - Responsible and Sustainable Service Practices:
Emerging themes include responsible business practices and sustainability, reflecting a heightened awareness of environmental, social, and governance (ESG) issues within service management. - Integration of Customer and Employee Experiences:
Recent research emphasizes the interconnectedness of customer experience (CX) and employee experience (EX), highlighting how enhancing one can positively influence the other. - Health and Well-Being in Service Contexts:
The journal is increasingly focusing on health-related services and well-being, particularly in light of the COVID-19 pandemic, which has transformed service delivery and customer expectations. - Digital Service Innovation Frameworks:
There is an emerging trend towards developing frameworks that conceptualize and guide digital service innovation, addressing the challenges and opportunities presented by new technologies.
Declining or Waning
- Traditional Service Management Theories:
There seems to be a decline in the publication of papers relying solely on traditional service management theories without integrating contemporary issues such as digitalization and sustainability. - Focus on In-Person Service Interactions:
With the rise of digital services and automation, research centered around in-person service interactions, particularly in sectors like retail and hospitality, appears to be receiving less attention. - Static Customer Satisfaction Metrics:
There is a noticeable reduction in studies that solely focus on static metrics of customer satisfaction, as the field increasingly shifts towards dynamic and holistic approaches to understanding customer experiences.
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