Journal of Service Research
The Journal of Service Research is a quarterly peer-reviewed academic journal that covers the field of business studies. The current editor-in-chief is Ming-Hui Huang. The journal was established by Roland Rust in 1998 and is published by SAGE Publications. The Journal of Service Research is sponsored by the Center for Excellence in Service at the University of Maryland's Robert H. Smith School of Business.
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.Scope
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
Previous Editors
The following persons have been editors-in-chief of the journal:Michael Brady
Katherine Lemon
A. Parasuraman
Mary Jo Bitner
Roland Rust
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:
Volume 21: Ming-Hui Huang and Roland T. Rust, "Artificial Intelligence in Service"
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"
Volume 19: Markus Blut, Cheng Wang and Klaus Schoefer, "Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis"
Volume 18: Jennifer D. Chandler and Robert F. Lusch, Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience
Volume 17: David E. Bowen and Benjamin Schneider, "A Service Climate Synthesis and Future Research Agenda"
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"
Volume 15: Merlyn A. Griffiths and Mary C. Gilly, "Dibs! Customer Territorial Behaviors"
Volume 14: Andrea Ordanini and A. Parasuraman, "Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis,"
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,"
Volume 12: Benjamin Schneider, William H. Macey, Wayne C. Lee, and Scott A. Young, "Organizational Service Climate Drivers of the American Customer Satisfaction Index and Financial and Market Performance,"
Volume 11: Katherine N. Lemon and Florian v. Wangenheim, "The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis,"
Volume 10: Janet Turner Parish, Leonard L. Berry and Shun Yin Lam, "The Effects of the Servicescape on Service Workers,"
Volume 9: Denish Shah, Roland Rust, A. Parasuraman, Richard Staelin and George S. Day, "The Path to Customer Centricity,"
Volume 8: Kevin P. Gwinner, Mary Jo Bitner, Stephen W. Brown, and Ajith Kumar, "Service Customization Through Employee Adaptiveness,"
Volume 7: Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality,"
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,"
Volume 5: Hogan, John E., Katherine N. Lemon and Barak Libai, "What is the True Value of a Lost Customer?"
Volume 4: Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler, "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality,"
Volume 3: Anderson, Eugene W. and Vikas Mittal, "Strengthening the Satisfaction Profit Chain,"
Volume 2: Kumar, Piyush, "The Impact of Long-Term Client Relationships on the Performance of Business Service Firms,"
Volume 1: Smith, Amy K. and Ruth Bolton, "An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?"
Special Issues
The journal has published special issues on various topics over the years.Past special issues:
- Customer Engagement in Automated Service Interactions
- The Interface of Service and Sales
- Organizational Frontlines
- Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
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:
- Frontlines-in-Change
- AI Service and Emotion