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Unique attributes

The Journal of Service Management focuses on services management research and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector nationality. The journal publishes double-blind reviewed papers from both academics and practitioners.

Topicality

As economies across the world have become more service orientated, so does the importance of studying and understanding all aspects of managing service. These new managerial challenges include traditional service organizations not only in hospitality and retail nut also in information, engineering, health care, consulting, government. not-for-profits, and services in manufacturing companies. All require new knowledge, skills and abilities in the emerging science of service which can be found within the journal.

Key benefits

Access to such a wide variety of research and case history information gives service industry managers the opportunity to keep abreast of new thinking, and adapt ideas to work successfully within their own organizations.

Key journal audiences

• Academics and researchers in the field
• Management consultants
• Senior personnel in service industries

Coverage

The journal covers:

• The service encounter, the servicescape and service experiences
• Service quality and quality management
• 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
• New service development and service design
• Service innovation
• Technology in services and self service technology
• Service productivity
• Service culture
• Service strategy and service excellence
• Dynamics in service relationships
• Service management and service leadership
• Service operations management
• Human resources management
• Service networks and service outsourcing
• Services in manufacturing companies.

Journal of Service Management is indexed and abstracted in:

• Emerald Management Reviews
• Cabell's Directory of Publishing Opportunities in Management and Marketing
• (ISI) Current Contents
• (ISI) Research Alert
• (ISI) Social and Behavioral Sciences
• (ISI) Social Science Citation Index
• (ISI) Social SciSearch
• Hospitality & Tourism Index

Journal of Service Management is available as part of an online subscription to the Emerald Industry and Public Sector Management Subject Collection. For more information, please email collections@emeraldinsight.com.

This journal is a member of and subscribes to the
principles of the Committee on Publication Ethics.