Journal of Service Research

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Mission

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. [1]

Scope

JSR Multi-Disciplinary Focus Multidisciplinary focus JSR 2021.png
JSR Multi-Disciplinary Focus

The Journal of Service Research offers an international and multidisciplinary perspective on the best management practices in: [2]

Previous Editors

The following persons have been editors-in-chief of the journal:

Michael Brady (Florida State University)

Katherine Lemon (Boston College)

A. Parasuraman (University of Miami)

Mary Jo Bitner (Arizona State University)

Roland Rust (University of Maryland)

Best Paper Award

Each year the editorial review board votes on the best research paper that was published during the prior publication year.

Past Winners: [3]

Volume 21: Ming-Hui Huang and Roland T. Rust, "Artificial Intelligence in Service" (February 2018)

Volume 20: Jenny van Doorn, Martin Mende, Stephanie M. Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal and J. Andrew Petersen, "Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers' Service Experiences" (February 2017)

Volume 19: Markus Blut, Cheng Wang and Klaus Schoefer, "Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis" (November 2016)

Volume 18: Jennifer D. Chandler and Robert F. Lusch, Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience (February 2015)

Volume 17: David E. Bowen and Benjamin Schneider, "A Service Climate Synthesis and Future Research Agenda" (February 2014)

Volume 16: Crina O. Tarasi, Ruth N. Bolton, Anders Gustafsson, and Beth A. Walker, "Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management" (May 2013)

Volume 15: Merlyn A. Griffiths and Mary C. Gilly, "Dibs! Customer Territorial Behaviors" (May 2012)

Volume 14: Andrea Ordanini and A. Parasuraman, "Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis," (February 2011)

Volume 13: Amy L. Ostrom, Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich, "Moving Forward and Making a Difference: Research Priorities for the Science of Service," (February 2010)

Volume 12: Benjamin Schneider, William H. Macey, Wayne C. Lee, and Scott A. Young, "Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance," (August 2009)

Volume 11: Katherine N. Lemon and Florian v. Wangenheim, "The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis," (May 2009)

Volume 10: Janet Turner Parish, Leonard L. Berry and Shun Yin Lam, "The Effects of the Servicescape on Service Workers," (February 2008)

Volume 9: Denish Shah, Roland Rust, A. Parasuraman, Richard Staelin and George S. Day, "The Path to Customer Centricity," (November 2006)

Volume 8: Kevin P. Gwinner, Mary Jo Bitner, Stephen W. Brown, and Ajith Kumar, "Service Customization Through Employee Adaptiveness," (November 2005)

Volume 7: Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," (February 2005)

Volume 6: Keiningham, Timothy L., Tiffany Perkins-Munn, and Heather Evans, "The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment," (August 2003)

Volume 5: Hogan, John E., Katherine N. Lemon and Barak Libai, "What is the True Value of a Lost Customer?" (February 2003)

Volume 4: Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler, "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality," (February 2002)

Volume 3: Anderson, Eugene W. and Vikas Mittal, "Strengthening the Satisfaction Profit Chain," (November 2000)

Volume 2: Kumar, Piyush, "The Impact of Long-Term Client Relationships on the Performance of Business Service Firms," (August 1999)

Volume 1: Smith, Amy K. and Ruth Bolton, "An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?" (August 1998)

Special Issues

The journal has published special issues on various topics over the years.

Past special issues:

Past special sections: Service Research in Health Care: Positively Impacting Lives, Journal of Service Research, Volume 19, Number 4, August 2016. Special section editors: Tracey Danaher and Andrew S. Gallan. https://journals.sagepub.com/toc/jsra/19/4

Future special issues:

Abstracting and Indexing

The journal is abstracted and indexed in Scopus and the Social Sciences Citation Index. According to the Journal Citation Reports, its 2017 impact factor is 6.842, ranking it 6th out of 140 journals in the category "Business". [10]

Related Research Articles

<span class="mw-page-title-main">Marketing</span> Study and process of exploring, creating, and delivering value to customers

Marketing is the process of identifying customers and "creating, communicating, delivering, and exchanging" goods and services for the satisfaction and retention of those customers. It is one of the primary components of business management and commerce.

The marketing mix is the set of controllable elements or variables that a company uses to influence and meet the needs of its target customers in the most effective and efficient way possible. These variables are often grouped into four key components, often referred to as the "Four Ps of Marketing."

<span class="mw-page-title-main">Services marketing</span> Branch of marketing specialised in services

Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketing of physical goods.

The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability.

<span class="mw-page-title-main">Servicescape</span>

Servicescape is a model developed by Booms and Bitner to emphasize the impact of the physical environment in which a service process takes place. The aim of the servicescapes model is to explain behavior of people within the service environment with a view to designing environments that does not accomplish organisational goals in terms of achieving desired behavioural responses. For consumers visiting a service or retail store, the service environment is the first aspect of the service that is perceived by the customer and it is at this stage that consumers are likely to form impressions of the level of service they will receive.

SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy-disconfirmation paradigm, which, in simple terms, means that service quality is understood as the extent to which consumers' pre-consumption expectations of quality are confirmed or disconfirmed by their actual perceptions of the service experience. When the SERVQUAL questionnaire was first published in 1985 by a team of academic researchers, A. Parasuraman, Valarie Zeithaml and Leonard L. Berry to measure quality in the service sector, it represented a breakthrough in the measurement methods used for service quality research. The diagnostic value of the instrument is supported by the model of service quality which forms the conceptual framework for the development of the scale. The instrument has been widely applied in a variety of contexts and cultural settings and found to be relatively robust. It has become the dominant measurement scale in the area of service quality. In spite of the long-standing interest in SERVQUAL and its myriad of context-specific applications, it has attracted some criticism from researchers.

Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of improving the balance between customer attitudes before and after the consumption process.

The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. It is produced by the American Customer Satisfaction Index based in Ann Arbor, Michigan.

Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations generally attempt to reduce customer defections. Customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship and successful retention efforts take this entire lifecycle into account. A company's ability to attract and retain new customers is related not only to its product or services, but also to the way it services its existing customers, the value the customers actually perceive as a result of utilizing the solutions, and the reputation it creates within and across the marketplace.

Service Climate has been embedded in the research of social climate which relates to the overall group influence of individuals who partake in certain within-group activities. The group aspect of service climate has been compared to atmospheric climate in a way to illustrate its inner distinctive characteristics between different groups of individuals. The social environment has also been related to entrepreneurial leadership within business management and how organizing a group of people can be done to achieve a common goal. Evidence also leads to a rise in research beginning with early social experiments in the 1960s.

The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a faulty service increases the assurance and confidence from the customer.

Customer dynamics is an emerging theory on customer-business relationships that describes the ongoing interchange of information and transactions between customers and organizations. These exchanges occur over a wide range of communication channels, such as phone, email, Web and text, including those outside of organizational control like social media. Similar to the scientific disciplines of family and social dynamics, Customer Dynamics looks at the relationships between organizations and customers from an interpersonal viewpoint. It goes beyond the transactional nature of the interaction to look at emotions, intent, and desires. It views interactions as a chain of events rather than single point occurrences.

Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action a service provider takes in response to service failure. By including customer satisfaction in the definition, service recovery is a thought-out, planned process of returning aggrieved/dissatisfied customers to a state of satisfaction with an organization/service. Service recovery differs from complaint management in its focus on immediate reaction to service failures. Complaint management is based on customer complaints, which, in turn, may be triggered by service failures. But since most dissatisfied customers are reluctant to complain, service recovery attempts to solve problems at the service encounter before customers complain or before they leave the service encounter dissatisfied. Both complaint management and service recovery are customer retention strategies. Researchers recently proved that strategies such as value co-creation and follow-up can improve the effectiveness of service recovery efforts.

Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.

<span class="mw-page-title-main">Service blueprint</span>

The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency. The technique was first described by G. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984. The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. The service blueprint has become one of the most widely used tools to manage service operations, service design and service.

A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. By delivering service guarantees, companies entitle customers with one or more forms of compensation, namely easy-to-claim replacement, refund or credit, under the circumstances of service delivery failure. Conditions are often put on these compensations; however, some companies provide them unconditionally.

Technology readiness refers to people's propensity to embrace and use new technologies for accomplishing goals in home life and at work. The construct can be viewed as an overall state of mind resulting from a gestalt of mental enablers and inhibitors that collectively determine a person's predisposition to use new technologies.

Barak Libai is a Professor of Marketing at the Arison School of Business at Reichman University. Libai’s research focusses on the strategic importance of Customer profitability, Word of mouth and other social effects on profitability, Customer retention, and the Diffusion of innovations.

Dwayne D. Gremler is a social scientist, academic, and author. He is a Professor of Marketing, Distinguished Teaching Professor, and Distinguished Research Professor in the Schmidthorst College of Business at Bowling Green State University. He is a co-author of the textbook Services Marketing: Integrating Customer Focus Across the Firm, now in its 8th edition.

References

  1. ↑ "Aims and Scope: Journal of Service Research". SAGE Journals. Retrieved 2021-02-09.
  2. ↑ "Journal Description: Journal of Service Research". SAGE Journals. Retrieved 2021-02-09.
  3. ↑ "JSR Best Article Awards". Journal of Service Research. 22 (4): 347. 2019-11-01. doi:10.1177/1094670519875257. ISSN   1094-6705. S2CID   219950526.
  4. ↑ "Journal of Service Research - Volume 24, Number 1, Feb 01, 2021". SAGE Journals. Retrieved 2021-02-09.
  5. ↑ "Journal of Service Research - Volume 23, Number 1, Feb 01, 2020". SAGE Journals. Retrieved 2021-02-09.
  6. ↑ "Journal of Service Research - Volume 20, Number 1, Feb 01, 2017". SAGE Journals. Retrieved 2021-02-09.
  7. ↑ "Journal of Service Research - Volume 18, Number 3, Aug 01, 2015". SAGE Journals. Retrieved 2021-02-09.
  8. ↑ "CfP JSR "Frontlines-in-Change" – SERVSIG" . Retrieved 2021-02-09.
  9. ↑ "CFP JSR: AI Service and Emotion – SERVSIG" . Retrieved 2021-02-09.
  10. ↑ "Journals Ranked by Impact: Business". 2017 Journal Citation Reports. Web of Science (Social Sciences ed.). Thomson Reuters. 2017.
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