Journal of Service Research
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.
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.
| Ming-Hui Huang | National Taiwan University, Taiwan |
| Florian Von Wangenheim | ETH Zurich, Switzerland |
| Clay Voorhees | University of Alabama, USA |
| Martin Wetzels | EDHEC Business School, France |
| Werner Kunz | University of Massachusetts, Boston, USA |
| Leonard Berry | Texas A&M University, USA |
| Mary Jo Bitner | Arizona State University, USA |
| Michael K. Brady | Florida State University, USA |
| Stephen W. Brown | Arizona State University, USA |
| Bo Edvardsson | Karlstad University, Sweden |
| Christian Gronroos | Hanken School of Economics, Finland |
| Kay Lemon | Boston College, USA |
| Parsu 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 |
| Steven Shugan | University of Florida, USA |
| James (Jim) Spohrer | IBM, USA |
| Valarie Zeithaml | University of North Carolina at Chapel Hill, USA |
| Michael Ahearne | University of Houston, USA |
| Laurel Anderson | Arizona State University, USA |
| Todd Arnold | Oklahoma State, USA |
| Seigyoung Auh | Thunderbird School of Global Management, USA |
| Tom Baker | The University of Alabama, USA |
| Sabine Benoit | Surrey Business School, UK |
| Markus Blut | Aston University, UK |
| Tilo Bohmann | University Hambug, Germany |
| Lisa Bolton | Penn State University, USA |
| Sterling Bone | Utah State University, USA |
| Tom Brown | Oklahoma State University, USA |
| Jennifer Chandler | California State University, Fullerton, USA |
| Jerome Cronin | Florida State University, USA |
| Ad De Jong | Copenhagen Business School, Denmark |
| Beibei Dong | Lehigh University, USA |
| Paul Fombelle | Northeastern University, USA |
| Katja Gelbrich | Catholic University Eichstätt-Ingolstadt, Germany |
| Yany Gregoire | HEC Montreal, Canada |
| Dwayne Gremler | Bowling Green University, USA |
| Anders Gustafsson | BI Norwegian Business School, Norway |
| Jens Hogreve | Catholic University of Eichstaett-Ingolstadt, Germany |
| Linda Hollebeek | Sunway University, Malaysia |
| Mark Houston | Texas Christian University, USA |
| Elina Jaakkola | Univeristy of Turku, Finland |
| Sertan Kabadayi | Fordham University, USA |
| P.K. Kannan | University of Maryland, USA |
| Mirella Kleijnen | Vrije Universiteit Amsterdam, Netherlands |
| Werner Kunz | University of Massachusetts, Boston, USA |
| Robert Kwortnik | Cornell University, USA |
| Bart Lariviere | Ghent University, Belgium |
| Barak Libai | Interdisciplinary Center Herzliya, Israel |
| Dominik Mahr | Maastricht University, Netherlands |
| James Maxham | University of Virginia, USA |
| Martin Mende | Arizona State University, USA |
| Vikas Mittal | Rice University, USA |
| Andrea Ordanini | Bocconi University, Italy |
| Chiara Orsingher | Università degli Studi di Bologna, Italie |
| Amy Ostrom | Arizona State University, USA |
| Parsu Parasuraman | University of Miami, USA |
| Lia Patricio | University of Porto, Portugal |
| Roland Rust | University of Maryland, USA |
| Jan Schumann | University of Passau, Germany |
| Jagdip Singh | Case Western Reserve University, USA |
| Bernd Skiera | Goethe University Frankfurt, Germany |
| Tuure Tuunanen | University of Jyväskylä, Finland |
| Jenny van Doorn | University of Groningen, Netherlands |
| Yves van Vaerenbergh | KU Leuven, Belgium |
| Chris Voss | Warwick Business School, UK |
| Lars Witell | Karlstad University, Sweden |
| Nancy Wuenderlich | Technology Technische Universität Berlin, Germany |
| Carl-Philip Ahlbom | University of Bath, UK |
| Lerzan Aksoy | Fordham University, USA |
| Matthew Alexander | University of Strathclyde, UK |
| Eugene Anderson | Syracuse University, USA |
| Tor Andreassen | NHH Norweigan School of Economics, Norway |
| Mathieu Béal | EMLYON Business School, France |
| Sharon Beatty | University of Alabama, USA |
| 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 |
| Christoph Breidbach | University of Melbourne, Australia |
| Elizabeth (Lisa) Brüggen | Maastricht University, the Netherlands |
| Alex Buoye | St. John's University, USA |
| Cheryl Burke-Jarvis | Florida Atlantic University, USA |
| Riza Casidy | Macquarie University, Australia |
| Kimmy Wa Chan | Hong Kong Baptist University, Hong Kong |
| Wei-Lun Chang | National Taipei University of Technology, Taiwan |
| Helen Chun | Cornell University School of Hotel Administration, USA |
| Tuck Siong Jonah Chung | ESSEC Business School, Singapore |
| Robert Ciuchita | Hanken School of Economics, Finland |
| Charles Colby | Rockbridge Associates, USA |
| Tracey Danaher | Monash University, Australia |
| Kate Daunt | Cardiff University, UK |
| Arne De Keyser | EDHEC Business School, Belgium |
| Thomas Dotzel | McGill University, Canada |
| Andreas Eggert | University of Paderborn, Germany |
| Andreas Eisingerich | Imperial College London, UK |
| Amber Epp | University of Wisconsin-Madison, USA |
| Ray Fisk | Texas State University, USA |
| Andrea Flynn | University of San Diego, USA |
| Olivier Furrer | University of Fribourg, Switzerland |
| Andrew Gallan | Florida Atlantic University, USA |
| Mike Giebelhausen | Clemson University, USA |
| Mary Gilly | University of California, Irvine, USA |
| Spiros Gounaris | University of Strathclyde, Scotland |
| Dhruv Grewal | Babson College, USA |
| Markus Groth | UNSW Sydney, Australia |
| Thorsten Gruber | Loughborough Univeristy, UK |
| Colleen Harmeling | Florida State University, USA |
| Lloyd Harris | University of Manchester, UK |
| Greg Heim | Texas A&M University, USA |
| Alex Henkel | Open University of The Netherlands, Netherlands |
| Ronald Hill | American University, USA |
| Charles Hofacker | Florida State University, USA |
| Maria Holmlund-Rytkönen | Hanken School of Economics, Finland |
| Jonas Holmqvist | KEDGE Business School, France |
| Carol Jones | University of Alabama, USA |
| Brett Josephson | George Mason University, USA |
| Ingo Oswald Karpen | Business and Design Service Research Center, Sweden |
| Ujwal Kayande | Melbourne Business School, Australia |
| Timothy Keiningham | St. John's University, USA |
| Carol Kelleher | Cork University, Ireland |
| Jan Kietzmann | University of Victoria, Canada |
| Kaisa Koskela-Huotari | Stockholm School of Economics, Sweden |
| Christian Kowalkowski | Linköping University, Sweden |
| Per Kristensson | Karlstad University, Sweden |
| Piyush Kumar | University of Georgia, USA |
| Justin Lawrence | Oklahoma State University, USA |
| Sarah Leroi-Werelds | Hasselt University , Belgium |
| Jiun-Sheng Chris Lin | National Taiwan University, Taiwan |
| Paul Maglio | University of California, Merced, USA |
| Anna Mattila | Pennsylvania State University, USA |
| Janet McColl-Kennedy | University of Queensland, Australia |
| Bulent Menguc | Kadir Has University, Turkey |
| Matthew Meuter | California State University, Chico, USA |
| Ryan Mullins | Clemson University, USA |
| Christopher Newman | University of Mississippi, USA |
| Gaby Odekerken - Schröder | Maastricht University, the Netherlands |
| Paul Patterson | UNSW Sydney, Australia |
| Harrison Pugh | University of North Carolina, USA |
| Stacey Robinson | University of Alabama, USA |
| Anne Roggeveen | Babson College, USA |
| Holger Roschk | University of Klagenfurt, Austria |
| Tobias Schaefers | Copenhagen Business School, Denmark |
| Jeroen Schepers | Eindhoven University of Technology, Netherlands |
| Javier Sese | University of Zaragoza, Spain |
| Piyush Sharma | School of Marketing, Curtin University, Australia |
| Steven Shugan | University of Florida, USA |
| K Sivakumar | Lehigh University, USA |
| Per Skalen | Karlstad University, Sweden |
| Jeffrey Smith | Virginia Commonwealth University, USA |
| Phyra Sok | Monash University, Austalia |
| James (Jim) Spohrer | IBM, USA |
| Jill Sweeney | University of Western Australia, Australia |
| Crina Tarasi | Central Michigan University, USA |
| Gary Thompson | Cornell Hotel School, USA |
| Michael Tsiros | University of Miami, USA |
| Wolfgang Ulaga | INSEAD Europe Campus, France |
| Steve Vargo | University of Hawaii at Manoa, USA |
| Sajeev Varki | University of South Florida, USA |
| Katrien Verleye | Ghent University, Belgium |
| Giampaolo Viglia | University of Portsmouth, UK |
| Francisco Villarroel Ordenes | LUISS Guido Carli University, Italy |
| Tillmann Wagner | WHU – Otto Beisheim School of Management, Germany |
| Jochen Wirtz | National University of Singapore, Singapore |
| Lars Witell | Karlstad University, Sweden |
| Kristina Wittkowski | Aalto University, Finland |
| Jeremy Wolter | Auburn University, USA |
| Fan Xiucheng | Fudan University, China |
| Tassilo von Bohlen und Halbach | National Taiwan University, Taiwan |
To submit a manuscript, or to access or create a user account go to: http://mc.manuscriptcentral.com/journsr
The Journal of Service Research (JSR) 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
JSR 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.
Manuscript Preparation for Initial Submission
- File Types: Manuscripts must be in Microsoft Word format only.
- Font [Including references]: 12 point, Times New Roman. Double-spaced, left-justified. A tab indent should begin each paragraph.
- Page Layout: Use 1-inch margins on all sides.
- Numbering: Page numbers are to be placed in the upper right-hand corner of every page.
- Page Maximum: 50 pages, properly formatted and inclusive of title, abstract, keywords, text, references, tables, figures, footnotes, and non-web appendices. The 50-page maximum applies to all stages of the review process.
- File Organization: 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.
- Author Anonymity: The author's name should not appear anywhere except on the title page. JSR is a double-anonymize publication, therefore we must maintain the author's anonymity upon submission.
- Reference List: Hanging indent. No additional line space between references.
For details of manuscript preparation not covered in the following sections, see The Chicago Manual of Style (17th edition), Chicago and London: University of Chicago Press, 2017.
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.
Title Page. Name of author(s), title, and 4-5 keywords; author(s) note, including present position, complete address, e-mail address, and any acknowledgement of financial or technical assistance. This should be its own, free standing document.
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. Figures must be clean, crisp, black-and-white, camera-ready copies. Avoid the use of gray-scale shading; use hatch marks, dots, or lines instead.
- References. 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
Please see here for Reference List examples: https://journals.sagepub.com/pb-assets/cmscontent/JSR/JSR%20Reference%20List%20Style%20-%20upd-1633445334.pdf
Authorship Change
Any addition, deletion, or rearrangement of author names in the authorship list should be made only before the manuscript has been accepted and only if approved by the Editor-in-Chief. To request such a change, the Editor-in-Chief must receive a written confirmation from all authors that they agree with the addition, removal, or rearrangement. Please see here for the change request form: https://journals.sagepub.com/pb-assets/cmscontent/JSR/Authorship Change Request Form 2018 - fillable PDF-1648826928.pdf
Manuscript Preparation for Publication
After conditional acceptance, the authors should supply the following materials:
- Polish the manuscript and ensure that the manuscript conforms to JSR’s guidelines. The guidelines can be found at JSR website.
- Permission for copyrighted material has been obtained where necessary.
- Group all notes together as numbered endnotes and place them just before the references.
- All in-text citations are included in the reference list; all references have in-text citations.
- Tables are present at end of electronic article file.
- Figures are high resolution, and an electronic version is provided; they appear exactly as they should in the journal.
- A 500-word Executive Summary that focuses on the managerial implications of the article research (like a press release format) and should be targeted to a broad audience. Upload this with the final manuscript as a separate document.
- A one PowerPoint slide graphical abstract concisely summarizing visually the main idea(s) of the article. The abstract should be ready for social media posting, and the title of the abstract should be chosen to maximize reader interest. Upload this with the final manuscript as a separate document.
- A 50-word biography for each author, submitted as a Supplementary File.
- All published material is copyrighted by Sage Publications, Inc. Every author and coauthor must sign a contract before an article can be published.
Sage Choice
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.
Orcid
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.
If you do not already have an ORCID iD please follow this link to create one or visit our ORCID homepage to learn more.