Journal of Service Management

Scope & Guideline

Advancing the Frontiers of Service Excellence

Introduction

Immerse yourself in the scholarly insights of Journal of Service Management with our comprehensive guidelines detailing its aims and scope. This page is your resource for understanding the journal's thematic priorities. Stay abreast of trending topics currently drawing significant attention and explore declining topics for a full picture of evolving interests. Our selection of highly cited topics and recent high-impact papers is curated within these guidelines to enhance your research impact.
LanguageEnglish
ISSN1757-5818
PublisherEMERALD GROUP PUBLISHING LTD
Support Open AccessNo
CountryUnited Kingdom
TypeJournal
Convergefrom 2009 to 2024
AbbreviationJ SERV MANAGE / J. Serv. Manage.
Frequency6 issues/year
Time To First Decision-
Time To Acceptance-
Acceptance Rate-
Home Page-
AddressFloor 5, Northspring 21-23 Wellington Street, Leeds, W YORKSHIRE LS1 4DL, ENGLAND

Aims and Scopes

The Journal of Service Management focuses on advancing the field of service management through innovative research, theoretical development, and practical implications. Its core areas encompass a range of interdisciplinary themes that address the complexities of service delivery, customer experience, and the integration of technology in service systems.
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
Recent publications in the Journal of Service Management reveal several trending and emerging themes that reflect the evolving landscape of service management research. These themes highlight the journal's responsiveness to contemporary issues and innovative practices within the service industry.
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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

While the Journal of Service Management has maintained a robust focus on several key areas, certain themes appear to be declining in prominence based on recent publications. These waning scopes may indicate shifts in research priorities or the saturation of previously popular topics.
  1. 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.
  2. 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.
  3. 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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