JOURNAL OF SERVICE RESEARCH
Scope & Guideline
Unveiling the complexities of service dynamics.
Introduction
Aims and Scopes
- Service Interactions and Consumer Behavior:
This area examines how consumers engage with services, including their emotional and behavioral responses to service encounters, the role of frontline employees, and the impact of technology such as AI and service robots. - Value Co-Creation and Innovation:
The journal emphasizes frameworks and methodologies that foster value co-creation between service providers and consumers, exploring innovative service delivery models and customer engagement strategies. - Sustainability and Circular Economy in Services:
There is a consistent focus on sustainability within service contexts, addressing how service firms can adopt circular economy principles and enhance their social responsibility to create sustainable service ecosystems. - Digital Transformation and Technological Integration:
Research in this area focuses on how digital technologies, including AI and virtual platforms, transform service delivery, enhance customer experiences, and alter organizational dynamics. - Service Recovery and Crisis Management:
The journal explores effective strategies for service recovery, particularly in response to service failures or crises, considering the implications for customer satisfaction and organizational reputation.
Trending and Emerging
- Artificial Intelligence and Automation in Services:
There is a growing body of work investigating the impact of AI and automation on service interactions, including consumer perceptions of service robots and the implications for job roles within service organizations. - Sustainability and Ethical Practices in Service Delivery:
Emerging research emphasizes the importance of sustainability and ethical considerations in service delivery, exploring how firms can integrate these values into their business models and consumer interactions. - Consumer Experience and Emotional Engagement:
An increasing focus on understanding consumer experiences, particularly in terms of emotional engagement and the sensory aspects of service interactions, reflects a broader trend in marketing and service design. - Digital and Virtual Service Environments:
Research is trending towards exploring the implications of digital transformation and virtual environments on service delivery, including the effects of online platforms and remote interactions. - Service Ecosystems and Network Dynamics:
There is a rising interest in service ecosystems, focusing on how various actors within a service network co-create value and how their interactions influence overall service delivery.
Declining or Waning
- Traditional Service Quality Models:
There has been a noticeable reduction in research focused solely on traditional service quality models, as the field shifts towards more dynamic, context-driven frameworks that incorporate technology and innovation. - Static Consumer Segmentation:
Research that relies on static consumer segmentation has become less prominent, with a growing emphasis on understanding consumer behavior as fluid and context-dependent rather than fixed. - Repetitive Themes in Service Failures:
While service failure remains a critical area, the journal has seen fewer papers addressing repetitive themes without new insights, as researchers seek to explore more nuanced aspects of service interactions and recovery.
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