Journal of Service Research

Journal of Service Research

2014 Impact Factor: 2.484
2014 Ranking: 23/115 in Business
Source: 2014 Journal Citation Reports ® (Thomson Reuters, 2015)

Mary Jo Bitner Arizona State University, USA

eISSN: 15527379| ISSN: 10946705|Current volume: 18|Current issue: 4 Frequency: Quarterly

Widely considered the world’s leading service research journal, the Journal of Service Research (JSR) is a must read to keep up with the latest in service research. Practical and readable, JSR offers the necessary knowledge and tools to cope with an increasingly service-based economy. JSR features articles by the world’s leading service experts, from both academia and the business world.

The Journal of Service Research offers an international and multidisciplinary perspective on the best management practices in:

  • Service marketing
  • Service operations
  • Service human resources
  • e-Service
  • Economics of service
  • Service information systems
  • Customer satisfaction and service quality
  • Global issues in service

JSR is sponsored by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business.

The mission of the Journal of Service Research is to be the leading outlet for the most advanced research in service marketing, service operations, service human resources and organizational design, service information systems, customer satisfaction and service quality, electronic commerce, and the economics of service. The journal is constructed to be international in scope, in keeping with the increase globalization of business; multidisciplinary, in keeping with how the best management is done; and relevant to the business world in a majority of its articles.

Editorial Assistants
Rose McLean Arizona State University, USA
Associate Editors
Lerzan Aksoy Fordham University, USA
Laurel Anderson Arizona State University, USA
Thomas Baker University of Alabama, USA
David Bowen Thunderbird School of Global Management, USA
Michael K. Brady Florida State University, USA
Rod Brodie University of Auckland, New Zealand
Utpal Dholakia Rice University, USA
Joy Field Boston College, USA
Dwayne Gremler Bowling Green State University, USA
Anders Gustafsson Karlstad University, Sweden
Mark Houston Texas A&M University, USA
Cheryl Burke Jarvis Southern Illinois University, USA
Katherine Lemon Boston College, USA
Andrea Ordanini University of Bocconi, Italy
Kristy Reynolds University of Alabama, USA
Tuure Tuunanen University of Jyväskylä, Finland
Advisory Board
Leonard Berry Texas A&M University, USA
Stephen W. Brown Arizona State University, USA
Richard Chase University of Southern California
Claes Fornell University of Michigan, USA
Christian Gronroos Hanken School of Economics, Finland
Evert Gummesson Stockholm University, Sweden
Patrick Harker University of Delaware, USA
Katherine Lemon Boston College, USA
Richard L. Oliver Vanderbilt University, USA
A. Parasuraman University of Miami, USA
Adrian Payne University of New South Wales, Australia
Roland Rust University of Maryland, USA
Benjamin Schneider CEB's Workforce Surveys & Analytics; University of Maryland (College Park)
Jagdish Sheth Emory University, USA
James C. Spohrer IBM, USA
Barton Weitz University of Florida, USA
Anthony Zahorik Burke Institute, USA
Valarie Zeithaml University of North Carolina, USA
Editorial Review Board
Matthew Alexander University of Strathclyde, UK
Eugene W. Anderson University of Miami, USA
Tor W. Andreassen BI Norwegian School of Management, Norway
Seigyoung Auh Thunderbird School of Global Management, USA
Emin Babakus University of Memphis, USA
Julie Baker Texas Christian University, USA
Steve Baron University of Liverpool, UK
Sharon Beatty University of Alabama
Alexander Benlian Technische Universitat Darmstadt, Germany
Sabine Benoit (née Moeller) University of Roehampton, UK
Leonard Berry Texas A&M University, USA
Carol C. Bienstock Radford University, USA
Vera Blazevic Radboud Universiteit Nijmegen, Netherlands
Jeff Blodgett University of Houston-Victoria, USA
Josee Bloemer Radboud University Nijmegen, Netherlands
Ruth Bolton Arizona State University, USA
Sterling Bone Utah State University, USA
Christoph Breidbach University of Melbourne
Stephen W. Brown Arizona State University, USA
Steve P. Brown University of Houston, USA
Mary Wolfinbarger Celsi California State University, Long Beach, USA
Kimmy Wa Chan The Hong Kong Polytechnic University, Hong Kong
Jennifer Chandler California State University, Fullerton, USA
Filipe Coelho Universidade de Coimbra, Portugal
Charles L. Colby Rockbridge Associates, USA
Mark Colgate University of Victoria, Canada
Joseph Cronin Florida State University, USA
Peter Danaher Monash University, Australia
Tracey Danaher (formerly Dagger) Monash University, Australia
Kate Daunt (nee Reynolds) Cardiff University, UK
Moshe Davidow Carmel Academic Center, Haifa, Israel
Ad De Jong Eindhoven University of Technology, Netherlands
Ko de Ruyter Maastricht University, Netherlands
Haluk Demirkan University of Washington-Tacoma, USA
Beibei Dong Lehigh University, USA
Thomas Dotzel McGill University, Canada
Bo Edvardsson Karlstad University
Andreas Eisingerich Imperial College London, UK
Xiucheng Fan Fudan University, China
Tianjun Feng Fudan University, China
Ray Fisk Texas State University, USA
Olivier Furrer Radboud University Nijmegen, Netherlands
Mark Gabbott Macquarie University, Australia
Andrew Gallan DePaul University, USA
Spiros Gounaris University of Strathclyde, Scotland
Yany Gregoire HEC Montreal, Canada
Markus Groth Australian School of Business, Australia
Thorsten Gruber Loughborough Univeristy, UK
Evert Gummesson Stockholm University, Sweden
Kevin Gwinner Kansas State University, USA
Greg Heim Texas A&M University, USA
Charles Hofacker Florida State University, USA
Jens Hogreve University of Eichstaett-Ingolstadt, Germany
Ming-Hui Huang National Taiwan University, Taiwan
Elina Jaakkola Univeristy of Turku, Finland
P.K. Kannan University of Maryland, USA
Ujwal Kayande Australian National University, Australia
Timothy Keiningham IPSOS Loyalty, USA
Dohoon Kim Kyung Hee University, Korea
Sheryl Kimes Cornell University School of Hotel Administration
Piyush Kumar University of Georgia, USA
Shun Yin Lam Nanyang Technological University, Singapore
Bart Lariviere Ghent University, Belgium
Barak Libai Interdisciplinary Center (IDC) Herzilya, Israel
Veronica Liljander Hanken School of Economics, Finland
Paul Maglio IBM, USA, and University of California, Merced
Charla Mathwick Portland State University, USA
Anna S. Mattila Pennsylvania State University, USA
James Maxham University of Virginia, USA
Janet R. McColl-Kennedy University of Queensland, Australia
Martin Mende Florida State University, USA
Richard Metters Emory University, USA
Matthew Meuter California State University, Chico, USA
Stefan Michel IMD, Switzerland
Vikas Mittal Rice University, USA
Chiara Orsingher University of Bologna, Italy
Amy Ostrom Arizona State University, USA
Xing Pan University of California, Riverside, USA
A. Parasuraman University of Miami, USA
Lia Patricio University of Porto, Portugal
Paul Patterson University of New South Wales, Australia
Leyland Pitt Simon Fraser University, Canada
Javier Reynoso Monterrey Institute of Technology and Higher Education, Mexico
Stacey G. Robinson East Carolina University, USA
Anne Roggeveen Babson College, USA
Inger Roos Karlstad University, Sweden
Mark Rosenbaum Northern Illinois University, USA
Roland Rust University of Maryland, USA
Benjamin Schneider CEB's Workforce Surveys & Analytics; University of Maryland (College Park)
Jan Schumann Universitat Passau, Germany
Kathleen Seiders Boston College, USA
Steven Shugan University of Florida, USA
Jagdip Singh Case Western Reserve University, USA
Nancy Sirianni Northeastern University, USA
Jeffrey Smith Florida State University, USA
Beverley Sparks Griffith University, Australia
James C. Spohrer IBM, USA
Jill Sweeney University of Western Australia, Australia
Crina Tarasi Central Michigan University, USA
Steven Taylor Illinois State University, USA
Michael Tsiros University of Miami, USA
Kapil Tuli Singapore Management University, Singapore
Jenny van Doorn University of Groningen, The Netherlands
Steve Vargo University of Hawaii at Manoa, USA
Sajeev Varki University of South Florida, USA
Peter Verhoef University of Groningen, Netherlands
Rohit Verma Cornell University School of Hotel Administration
Florian Von Wangenheim ETH Zurich, Switzerland
Clay Voorhees Michigan State University, USA
Christopher Voss London Business School, UK
Glenn Voss Southern Methodist University, USA
Janet Wagner University of Maryland, USA
Martin Wetzels Maastricht University, Netherlands
Tiffany Barnett White University of Illinois, USA
Jan Wieseke Ruhr-University of Bochum, Germany
Jochen Wirtz National University of Singapore, Singapore
Anthony Zahorik Burke Institute, USA
  • All-Russian Institute (VINITI) Abstract Journal
  • Contents Pages in Management
  • EBSCO: Business Source - Main Edition
  • EBSCO: Human Resources Abstracts
  • LexisNexis
  • NISC
  • PsycINFO
  • Psychological Abstracts
  • Scopus
  • Social SciSearch
  • Social Sciences Citation Index (Web of Science)
  • Standard Periodical Directory (SPD)
  • Thomson Reuters: Current Contents - Physical, Chemical & Earth Sciences
  • Manuscript Submission Guidelines

    To submit a manuscript, please go to:

    The Journal of Service Research strives to publish the highest level of research relating to service. To be published in JSR, a manuscript must significantly advance theory and/or practice, provide managerially meaningful and generalizable empirical research, or provide new models or methods that can be used to improve service

    The Journal of Service Research publishes articles focused on service research, including but not limited to: service marketing, service operations, service human resources and organizational design, service information systems, service innovation, customer satisfaction and service quality, electronic commerce, and the economics of service. Its purpose is to serve as a medium through which those with service research interests can exchange ideas and keep abreast of the latest developments pertaining to service research.

    The journal strives to be international in scope, in keeping with the increased globalization of business; multidisciplinary, in keeping with the best management practices; and relevant to the business world in a majority of its articles.

    Articles are encouraged from industry practitioners as well as academics. No particular research ideology is preferred, and quantitative, qualitative, managerial, and behavioral conceptual approaches are welcome.

    The procedures guiding the selection of articles for publication in the journal require that no manuscript be accepted until it has been reviewed in a double-blind review process and sent to three reviewers. The editor’s decision to publish a manuscript is influenced considerably by the judgments of these reviewers, who are experts in their respective fields of research. It is journal policy to remove the author’s name and credentials prior to forwarding a manuscript to a reviewer to maximize objectivity and ensure that manuscripts are judged solely on the basis of their content.

    Two principal criteria are used by the editor and reviewers in the judgment of a manuscript: (a) Does it make a significant and substantive contribution to the theory and practice of service research? and (b) Does it convey its message clearly and concisely? Does it communicate technical information so that it is easily understood by most readers?

    Manuscript Preparation

    • Manuscripts must be in Microsoft Word format only. They should be typed double-spaced throughout, including references.
    • The manuscript must not exceed 50 pages, including references and additional figures or tables. Page numbers are to be placed in the upper right-hand corner of every page.
    • The maximum word count for all JSR manuscripts is 11,500.
    • A tab indent should begin each paragraph.
    • The title page and main document must be uploaded as two separate files.
    • Do not use separate files for tables, references, or figures. These must be included at the end of your main document.
    • The author’s name should not appear anywhere except on the title page. JSR is a double-blind publication, therefore we must maintain the author’s anonymity upon submission.

    1. What Goes Where?

    Cover Letter. This is optional. This can include your vision for the paper, suggestions for possible peer reviewers, and anything else you wish the editor to know. You do not submit this as a separate document of your manuscript; JSR’s submission process in ManuscriptCentral will prompt you to type in or upload a “cover letter” explicitly.

    This is optional. This can include your vision for the paper, suggestions for possible peer reviewers, and anything else you wish the editor to know. You do not submit this as a separate document of your manuscript; ’s submission process in ManuscriptCentral will prompt you to type in or upload a “cover letter” explicitly.

    Title Page. Name of author(s), title, and 4-5 keywords; author(s) note, including present position, complete address, telephone/fax numbers, e-mail address, and any acknowledgment of financial or technical assistance. This should be its own, freestanding document. (This page will not be sent to the reviewers.)

    Main Document.

    Abstract. Title of paper (without author’s name) and a brief abstract of no more than 200 words substantively summarizing the article. This should be informative, giving the reader a “taste” of the article. The abstract must state key theoretical insights and at least one specific managerial insight.

    Body. The text, with major headings centered on the page and subheadings flush with the left margin. Major headings should use all uppercase letters; side subheadings should be typed in upper and lowercase letters. The percent sign (%) should be used.

    Tables and Figures. Each table or figure should be prepared on a separate page and grouped together at the end of the manuscript. The data in tables should be arranged so that columns of like materials read down, not across. Nonsignificant decimal places in tabular data should be omitted. The tables and figures should be numbered in Arabic numerals, followed by brief descriptive titles. Additional details should be footnoted under the table, not in the title. In the text, all illustrations and charts should be referred to as figures. Figures must be clean, crisp, black-and-white, camera-ready copies. Please avoid the use of gray-scale shading; use hatch marks, dots, or lines instead.

    References. References should be typed double-spaced in alphabetical order by author’s last name (see 3).

    2. Reference Citations Within Text

    Citations in the text should include the author’s last name and year of publication enclosed in parentheses without punctuation, for example (Kinsey 1960). If practical, the citation should be placed immediately before a punctuation mark. Otherwise, insert it in a logical sentence break.

    If a particular page, section, or equation is cited, it should be placed within the parentheses, for example, (Kinsey 1960, p.112). For multiple authors, use the full, formal citation for up to three authors, but for four or more use the first author’s name with “et al.” For example, use (White and Smith 1977) and (Brown, Green, and Stone 1984). For more than three authors, use (Hunt et al. 1975) unless another work published in that year would also be identified as (Hunt et al. 1975); in that case, list all authors, for example, (Hunt, Bent, Marks, and West 1975).

    3. Reference List Style

    Journal Article

    Dwyer, F. Robert (1989), “Customer Lifetime Valuation to Support Marketing Decision Making,” Journal of Direct Marketing, 3 (Autumn), 8-15.

    Schneider, Benjamin and David E. Bowen (1985), “Employee and Customer Perceptions of Service in Banks: Replication and Extension,” Journal of Applied Psychology, 70, 423-33.

    ------, Jill K. Wheeler, and Jonathan F. Cox (1992), “A Passion for Service: Using Content Analysis to Explicate Service Climate Themes,” Journal of Applied Psychology, 77 (October), 705-16.

    Wensley, Jim (1988), “Analyzing the Effect of Strategic Marketing,” Journal of Marketing, 42 (Fall), 173-88.

    Newspaper Article, Magazine Article

    Schwartz, J. (1993), “Obesity Affects Economic, Social Status,” The Washington Post, September 30, A1.


    Becker, H. (1964), Human Capital: A Theoretical and Empirical Analysis with Specific Reference to Education. New York: Columbia University Press.

    Donnelly, James H. and Brad P. Jones (1982), Marketing of Services. New York: American Marketing Association.

    Book, Edition

    Corey, Raymond E. (1991), Industrial Marketing Cases and Concepts, 4th ed. Englewood Cliffs, NJ: Prentice Hall.

    Chapter in an Edited Book

    Isen, Alice M. (1984), “Toward Understanding the Role of Affect in Cognition,” in Handbook of Social Cognition, Vol. 3, R. S. Wyer and Thomas K. Srull, eds. Hillsdale, NJ: Lawrence Erlbaum, 101-9.

    Unpublished Manuscripts, Doctoral Dissertations, Working Papers

    Berger, A. and G. Humphrey (1997), “Efficiency of Financial Institutions: International Survey and Directions for Future Research,” working paper, Federal Reserve Board, Washington, DC.

    Roos, Inger (1998), “Customer Switching Behavior in Retailing,” doctoral dissertation, Swedish School of Economics and Business Administration, Helsingfors, Finland.

    Manuscript Proofreading

    Manuscripts for the Journal of Service Research should be submitted electronically to: Authors will be required to set up an online account on the SAGETRACK system powered by ScholarOne.

    Authors who want to refine the use of English in their manuscripts might consider utilizing the services of a copy editor. One source is:

    SPi, Visit

    Please be aware that SAGE has no affiliation with SPi and makes no endorsement of the company. An author’s use of SPi’s services in no way guarantees that his or her submission will ultimately be accepted. Any arrangement an author enters into will be exclusively between the author and SPi, and any costs incurred are the sole responsibility of the author.

    All published material is copyrighted by Sage Publications, Inc. Every author and co-author must sign a contract before an article can be published.

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