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
- 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.
This journal is a member of the Committee on Publication Ethics (COPE).
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.
|Michael K. Brady||Florida State University, USA|
|Kyndal Soto||Florida State University, USA|
|Mike Ahearne||University of Houston, USA|
|Lerzan Aksoy||Fordham University, USA|
|Laurel Anderson||Arizona State University, USA|
|Tom Baker||The University of Alabama, USA|
|Mary Jo Bitner||Arizona State University, USA|
|Ruth Bolton||Arizona State University, USA|
|Rod Brodie||University of Auckland, New Zealand|
|Cheryl Burke-Jarvis||Florida Atlantic University, USA|
|Peter Danaher||Monash University, Australia|
|Joy Field||Boston College, USA|
|Dwayne Gremler||Bowling Green University, USA|
|Anders Gustafsson||Norwegian Business School, Norway|
|Mark Houston||Texas Christian University, USA|
|Ming-Hui Huang||National Taiwan University, Taiwan|
|Tomas Hult||Michigan State University, USA|
|Dawn Iacobucci||Vanderbilt University, USA|
|Kay Lemon||Boston College, USA|
|Detelina Marinova||University of Missouri, USA|
|Martin Mende||Florida State University, USA|
|Vikas Mittal||Rice University, USA|
|Andrea Ordanini||Bocconi University, Italy|
|Amy Ostrom||Arizona State University, USA|
|Parsu Parasuraman||University of Miami, USA|
|Kristy Reynolds||University of Alabama, USA|
|Mahesh Subramony||Northern Illinois University, USA|
|Tuure Tuunanen||University of Jyväskylä, Finland|
|Jenny van Doorn||University of Groningen, Netherlands|
|Florian Von Wangenheim||ETH Zurich, Switzerland|
|Clay Voorhees||University of Alabama, USA|
|Chris Voss||Warwick Business School, UK|
|Leonard Berry||Texas A&M University, USA|
|Mary Jo Bitner||Arizona State University, USA|
|Stephen W. Brown||Arizona State University, USA|
|Richard Chase||University of Southern California, USA|
|Bo Edvardsson||Karlstad University, Sweden|
|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|
|A. Parasuraman||University of Miami, USA|
|Adrian Payne||University of New South Wales, Australia|
|Linda Price||University of Wyoming, USA|
|Roland Rust||University of Maryland, USA|
|Benjamin Schneider||University of Maryland, USA|
|Jagdish Sheth||Emory University, USA|
|James (Jim) Spohrer||IBM, USA|
|Anthony Zahorik||Burke Institute, USA|
|Valarie Zeithaml||University of North Carolina, USA|
|Sascha Alavi||Ruhr-University Bochum, Germany|
|Matthew Alexander||University of Strathclyde, UK|
|Eugene Anderson||Syracuse University, USA|
|Tor Andreassen||NHH Norweigan School of Economics, Norway|
|Todd Arnold||Oklahoma State, USA|
|Seigyoung Auh||Thunderbird School of Global Management, USA|
|Sharon Beatty||University of Alabama, USA|
|Simon Bell||University of Melbourne, Australia|
|Sabine Benoit (née Moeller)||University of Surrey, UK|
|Leonard Berry||Texas A&M University, USA|
|Lance Bettencourt||Texas Christian University, USA|
|Vera Blazevic||Radboud University, The Netherlands|
|Chris Blocker||Colorado State University, USA|
|Markus Blut||Aston University, UK|
|Sterling Bone||Utah State University, USA|
|Saara Brax||Aalto University, Finland|
|Christoph Breidbach||University of Melbourne, Australia|
|Tom Brown||Oklahoma State University, USA|
|Elizabeth (Lisa) Brüggen||Maastricht University, the Netherlands|
|Kimmy Wa Chan||Hong Kong Baptist University, Hong Kong|
|Jennifer Chandler||California State University, Fullerton, USA|
|Helen Chun||Cornell University, USA|
|Charles Colby||Rockbridge Associates, USA|
|Joseph Cronin||Florida State University, USA|
|Tracey Danaher||Monash University, Australia|
|Kate Daunt||Cardiff University, UK|
|Moshe Davidow||Carmel Academic Center, Israel|
|Ad De Jong||Copenhagen Business School, Denmark|
|Arne De Keyser||EDHEC Business School, Belgium|
|Ko de Ruyter||King's College, London, UK|
|Beibei Dong||Lehigh University, USA|
|Thomas Dotzel||McGill University, Canada|
|Andreas Eggert||University of Paderborn, Germany|
|Andreas Eisingerich||Imperial College London, UK|
|Amber Epp||University of Wisconsin-Madison, USA|
|Heiner Evanschitzky||Ashton University, UK|
|Tianjun Feng||Fudan University, China|
|Ray Fisk||Texas State University, USA|
|Paul Fombelle||Northeastern University, USA|
|Olivier Furrer||University of Fribourg, Switzerland|
|Andrew Gallan||Florida Atlantic University, USA|
|Katja Gelbrich||Catholic University Eichstätt-Ingolstadt, Germany|
|Mike Giebelhausen||Clemson University, USA|
|Mary Gilly||University of California, Irvine, USA|
|Spiros Gounaris||University of Strathclyde, Scotland|
|Yany Gregoire||HEC Montreal, Canada|
|Dhruv Grewal||Babson College, USA|
|Markus Groth||UNSW Sydney, Australia|
|Thorsten Gruber||Loughborough Univeristy, UK|
|Kevin Gwinner||Kansas State University, USA|
|David Hardesty||University of Kentucky|
|Colleen Harmeling||Florida State University, USA|
|Lloyd Harris||University of Birmingham, UK|
|Greg Heim||Texas A&M University, USA|
|Ronald Hill||American University, USA|
|Charles Hofacker||Florida State University, USA|
|Jens Hogreve||Catholic University of Eichstaett-Ingolstadt, Germany|
|Elina Jaakkola||Univeristy of Turku, Finland|
|P.K. Kannan||University of Maryland, USA|
|Ingo Karpen||RMIT University, Australia|
|Ujwal Kayande||Melbourne Business School, Australia|
|Tim Keiningham||Saint Johns University, USA|
|Carol Kelleher||Cork University, Ireland|
|Mirella Kleinjen||Vrie University, The Netherlands|
|Daniel Korschun||Drexel University, USA|
|Christian Kowalkowski||Linköping University, Sweden|
|Per Kristensson||Karlstad University, Sweden|
|Piyush Kumar||University of Georgia, USA|
|Werner Kunz||University of Massachusetts, Boston, USA|
|Bart Lariviere||Ghent University, Belgium|
|Barak Libai||Interdisciplinary Center Herzliya, Israel|
|Veronica Liljander||Hanken School of Economics, Finland|
|Paul Maglio||University of California, Merced, USA|
|Dominik Mahr||Maastricht University, the Netherlands|
|Charla Mathwick||Portland State University, USA|
|Anna Mattila||Pennsylvania State University, USA|
|James Maxham||University of Virginia, USA|
|Janet McColl-Kennedy||University of Queensland, Australia|
|Bulent Menguc||Kadir Has University, Turkey|
|Richard Metters||Texas A&M University, USA|
|Matthew Meuter||California State University, Chico, USA|
|Ryan Mullins||Clemson University, USA|
|Brian Murtha||University of Kentucky, USA|
|Christopher Newman||University of Mississippi, USA|
|Stephanie Noble||University of Tennessee, USA|
|Gaby Odekerken - Schröder||Maastricht University, the Netherlands|
|Francisco Villarroel Ordenes||University of Massachusetts Amherst, USA|
|Chiara Orsingher||Università degli Studi di Bologna, Italie|
|Cele Otnes||University of Illinois, USA|
|Rob Palmatier||University of Washington, USA|
|Lia Patricio||University of Porto, Portugal|
|Paul Patterson||University of New South Wales, Australia|
|Adam Rapp||Ohio University, USA|
|Javier Reynoso||Monterrey Institute of Technology and Higher Education, Mexico|
|Stacey Robinson||University of Alabama, USA|
|Anne Roggeveen||Babson College, USA|
|Holger Roschk||University of Klagenfurt, Austria|
|Mark Rosenbaum||University of South Carolina, USA|
|Aleda Roth||Clemson University, USA|
|Roland Rust||University of Maryland, USA|
|Tobias Schaefers||Copenhagen Business School, Denmark|
|Benjamin Schneider||University of Maryland, USA|
|Jan Schumann||University of Passau, Germany|
|Kathleen Seiders||Boston College, USA|
|Javier Sese||University of Zaragoza, Spain|
|Piyush Sharma||School of Marketing, Curtin University, Australia|
|Steven Shugan||University of Florida, USA|
|Jagdip Singh||Case Western Reserve University, USA|
|Nancy Sirianni||University of Alabama, USA|
|Per Skalen||Karlstad University, Sweden|
|Jeffrey Smith||Virginia Commonwealth University, USA|
|James (Jim) Spohrer||IBM, USA|
|Jill Sweeney||University of Western Australia, Australia|
|Crina Tarasi||Central Michigan University, USA|
|Steve Tax||University of Victoria, Canada|
|Steven Taylor||Illinois State University, USA|
|Gary Thompson||Cornell Hotel School, USA|
|Michael Tsiros||University of Miami, USA|
|Kapil Tuli||Singapore Management University, Singapore|
|Wolfgang Ulaga||INSEAD Europe Campus, France|
|Yves van Vaerenbergh||KU Leuven, Belgium|
|Steve Vargo||University of Hawaii at Manoa, USA|
|Sajeev Varki||University of South Florida, USA|
|Peter Verhoef||University of Groningen, the Netherlands|
|Katrien Verleye||Ghent University, Belgium|
|Glenn Voss||Southern Methodist University, USA|
|Tillmann Wagner||WHU – Otto Beisheim School of Management, Germany|
|Gianfranco Walsh||University of Jena, Germany|
|Martin Wetzels||Maastricht University, the Netherlands|
|Tiffany Barnett White||University of Illinois at Urbana-Champaign, USA|
|Jan Wieseke||Ruhr-University of Bochum, Germany|
|Jochen Wirtz||National University of Singapore, Singapore|
|Lars Witell||Linkoping University, Sweden|
|Nancy Wuenderlich||Paderborn University, Germany|
|Fan Xiucheng||Fudan University, China|
|Alex Zablah||University of Tennessee, USA|
Manuscript Submission Guidelines
To submit a manuscript, please go to: http://mc.manuscriptcentral.com/journsr.
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?
- 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.
- 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.)
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
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.
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.
Manuscripts for the Journal of Service Research should be submitted electronically to: http://mc.manuscriptcentral.com/journsr. 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 http://www.prof-editing.com
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.
If you or your funder wishes your article to be freely available online to nonsubscribers immediately upon publication (gold open access), you can opt for it to be included in SAGE Choice, subject to the payment of a publication fee. The manuscript submission and peer review procedure is unchanged. On acceptance of your article, you will be asked to let SAGE know directly if you are choosing SAGE Choice. To check journal eligibility and the publication fee, please visit SAGE Choice. For more information on open access options and compliance at SAGE, including self/author archiving deposits (green open access) visit SAGE Publishing Policies on our Journal Author Gateway.
As part of our commitment to ensuring an ethical, transparent and fair peer review process SAGE is a supporting member of ORCID, the Open Researcher and Contributor ID. ORCID provides a unique and persistent digital identifier that distinguishes researchers from every other researcher, even those who share the same name, and, through integration in key research workflows such as manuscript and grant submission, supports automated linkages between researchers and their professional activities, ensuring that their work is recognized.
The collection of ORCID iDs from corresponding authors is now part of the submission process of this journal. If you already have an ORCID iD you will be asked to associate that to your submission during the online submission process. We also strongly encourage all co-authors to link their ORCID ID to their accounts in our online peer review platforms. It takes seconds to do: click the link when prompted, sign into your ORCID account and our systems are automatically updated. Your ORCID iD will become part of your accepted publication’s metadata, making your work attributable to you and only you. Your ORCID iD is published with your article so that fellow researchers reading your work can link to your ORCID profile and from there link to your other publications.