Service Business
Scope & Guideline
Advancing the Frontiers of Service Management Research
Introduction
Aims and Scopes
- Service Quality and Customer Satisfaction:
Research in this area investigates the determinants of service quality and its impact on customer satisfaction, including the effects of service recovery and customer forgiveness. - Service Innovation and Technology:
The journal addresses the role of innovation, particularly within the context of digital transformation and the integration of technologies like AI and machine learning in enhancing service delivery. - Value Co-Creation:
A significant focus is placed on the collaborative processes between service providers and customers in creating value, including the dynamics of service dyads and customer engagement. - Employee Well-being and Performance:
The journal explores the relationship between employee experiences, such as resilience and well-being, and their impact on service quality and organizational performance. - Corporate Social Responsibility and Ethics:
Papers often discuss the implications of corporate social responsibility on customer behavior and service firms' performance, highlighting ethical considerations in service practices. - Sector-Specific Studies:
Research includes sector-specific analyses, particularly in healthcare, tourism, and hospitality, examining unique challenges and innovations within these fields.
Trending and Emerging
- Impact of Artificial Intelligence and Automation:
There is an increasing focus on how AI and automation influence service quality, customer interactions, and operational efficiency, highlighting the importance of technology in modern service environments. - Health and Well-being in Services:
Research examining the intersection of health, well-being, and service delivery is on the rise, particularly in the context of healthcare services and employee well-being. - Sustainability and Ethical Practices:
Emerging studies emphasize sustainability in service practices and the role of ethical considerations in shaping consumer behavior and corporate strategies. - Customer Engagement through Digital Platforms:
The journal is seeing a trend towards understanding customer engagement in the context of digital platforms, including the impact of social media and online interactions on consumer behavior. - Service Recovery and Resilience Strategies:
There is a notable increase in research on service recovery strategies and the resilience of service employees, particularly in response to crises such as the COVID-19 pandemic.
Declining or Waning
- Traditional Marketing Strategies:
There is a noticeable decline in research focused on traditional marketing strategies within service businesses, as the emphasis shifts towards digital marketing and customer engagement through technology. - Static Customer Segmentation:
Studies that utilize static customer segmentation methods are becoming less common, with a growing preference for dynamic and behavior-based segmentation approaches. - Service Operations Management:
Research centered on traditional service operations management is waning, as newer methodologies and frameworks that integrate technology and innovation are taking precedence. - Local Market Studies:
Papers that focus exclusively on local market conditions without considering global or digital influences are less frequently published, reflecting a broader interest in international and digital service contexts. - Service Design and Aesthetics:
There appears to be a reduction in the exploration of service design aesthetics, with a shift towards more functional and user-centric design approaches influenced by technology.
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