Journal of Service Management focuses on service management research publishing papers showing a unique and significant contribution to service literature while providing a resource for those working across the full spectrum of service management field irrespective of discipline.
Aims and scope
The Journal of Service Management (JOSM) focuses on service management research. The journal publishes papers that show a unique and significant contribution to service literature, and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector or nationality. The journal publishes double-blind reviewed papers that focus on service literature/theory and its applications in practice.

Topicality

As economies across the world have become more service orientated, the importance of studying and understanding all aspects of managing service has increased. This presents new opportunities to undertake cutting edge research within various industry sectors, including manufacturing, information technology, engineering, health care, consulting, government, not-for-profits, and professional services. All require new knowledge, skills and abilities to meet the changing marketplace.

Key benefits

Access to such a wide variety of cutting edge research and its practical applications provides service researchers and industry managers with the opportunity to keep abreast of new thinking, and to adapt ideas to work successfully within their own academic and business organizations.

The journal covers:

The service encounter, the servicescape and service experiences
Service quality, moments-of-truth and word-of-mouth
The concept service and the service logic
Value creation through services and service competition
Complaints management, service recovery and service guarantees
Customer involvement and customer focus in service organizations
Customer satisfaction, loyalty and profitability
Customer engagement, customer communities
New service development and service design
Service innovation, co-innovation and social media
Technology in services and self-service technology
Service productivity and the customer-firm relationship
Service culture, employee empowerment and engagement
Service strategy and service excellence
Dynamics in service relationships and networks
Service management and service leadership
Service operations management
Human resources management and internal orientation
Service networks and service outsourcing
Services in manufacturing companies.