Journal of Service Theory and Practice
Scope & Guideline
Unlocking New Perspectives on Service Processes
Introduction
Aims and Scopes
- Service Innovation and Design:
Research focusing on novel service models, design thinking, and the role of technology in enhancing service offerings. - Customer Experience and Engagement:
Exploration of factors influencing customer satisfaction, loyalty, and overall experience in various service contexts. - Employee Behavior and Performance:
Investigating the dynamics of employee engagement, emotional labor, and organizational practices that impact service delivery. - Technology and Digital Services:
Analysis of the impact of digital tools, artificial intelligence, and smart technologies on service processes and consumer interactions. - Value Co-Creation and Collaboration:
Studies on collaborative practices between service providers and consumers, emphasizing shared value creation in service ecosystems. - Sustainability in Services:
Research addressing environmental considerations and sustainable practices within service industries.
Trending and Emerging
- Digital Transformation in Services:
A growing focus on how digital technologies are reshaping service delivery, including the integration of AI, chatbots, and online platforms. - Emotional and Psychological Aspects of Service:
Increased research into the emotional labor of service employees and the psychological factors influencing customer behavior and satisfaction. - Smart Services and IoT:
Emerging studies on smart services powered by the Internet of Things (IoT), examining consumer perceptions and adoption of smart technologies. - Sustainability and Ethical Considerations:
A rising emphasis on sustainable service practices and the ethical implications of service delivery in various industries. - Service Ecosystems and Collaborative Networks:
Research on the interconnected nature of service systems, highlighting collaboration among multiple stakeholders for value co-creation. - Gamification and Customer Engagement:
Exploration of gamification strategies in enhancing customer engagement and satisfaction within service contexts.
Declining or Waning
- Traditional Service Marketing Strategies:
Research centered on conventional marketing techniques is less prevalent, as emphasis shifts towards digital and experiential marketing strategies. - Static Service Quality Models:
Older models of service quality that do not incorporate new technological advancements or consumer behavior insights are being phased out in favor of more dynamic approaches. - In-Person Service Interactions:
With the rise of digital services and automation, traditional studies focusing solely on face-to-face service interactions are declining. - Service Recovery Mechanisms:
While still important, the exploration of service recovery is becoming less prominent as new themes such as proactive service design gain traction.
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