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Journal of Service Management

Journal of Service Management

ISSN: 1757-5818

This journal is a Hybrid Open Access journal
Full text online
Content: Table of Contents  |  Latest Issue RSS Latest Issue RSS
Information: Journal information  |  Editorial Team  |  Author Guidelines
Other: Journal News (inc. calls for papers)  |  Sample article  |  Recommend this journal

2018 Impact Factor: 3.230*
5-year Impact Factor (2018): 4.953*

CiteScore 2018: 4.69
CiteScoreTracker 2019: 3.10 (Updated Monthly)

Journal history

Previously published as International Journal of Service Industry Management
Follow the Table of Contents link above for previous content.

For the latest news, publication alerts and debates

Unique attributes

Prof. Phil Klaus introduces the JOSM Special Issue about how marketing will return to the CEO's strategic agenda.

The Journal of Service Management 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. 

Recent Special Issues:

Service-dominant logic, service ecosystems and institutions: bridging theory and practice (Volume 29, Issue 4) - Guest Editors: Irene C.L. Ng and Stephen L. Vargo. Recently, Robert F. Lusch and Stephen L. Vargo called for additional midrange, S-D logic generated theory, which will link the framework more directly to practice and make it more subject to empirical testing. It was that call that motivated this special issue and served as a focus of the 2016 Forum of Markets and Marketing, with the explicit purpose of advancing S-D logic.

Beyond the dyadic: customer engagement in increasingly networked environments (Volume 29, Issue 3) - Guest Editors: Linda D. Hollebeek, Elina Jaakkola and Matthew Alexander. While Customer Engagement's (CE)'s reciprocal, social nature, as well as its contribution to value creation at a systematic level has been identified, an understanding of engagement-related dynamics in settings that extend beyond the customer/firm dyad remain elusive, as explored in this special issue.


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.

Key journal audiences

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


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.

Journal of Service Management is indexed and abstracted in:

Business Source Alumni Edition/Complete/Government Edition/Corporate/Corporate Plus/Elite/Premier, Cabell's Directory of Publishing Opportunities in Management and Marketing, DIALOG, Emerald Management Reviews, Hospitality & Tourism Complete/Index, (ISI) Current Contents, (ISI) Research Alert, (ISI) Social and Behavioral Sciences, (ISI) Social Science Citation Index, (ISI) Social SciSearch, ProQuest, Scopus, TOC Premier (EBSCO)

This journal is ranked by:

ABS (UK), AERES (France), Australian Business Deans Council (ABDC) Quality Journal List, Australian Research Council (ERA Journal List), BFI (Denmark), CNRS (France), JourQUAL 2.1 (Germany), NSD (Norway), ReadCube Discover, Scopus, The Publication Forum (Finland), Thomson Reuters (ISI), VHB-JOURQUAL 3

Join our LinkedIn Group

Join the JOSM online community to contribute to the latest discussions, or watch the recently added video of Jay Kandampully interviewing Evert Gummerson about Service Research and Social Media.

Jay Kandampully interviews Christian Grönroos and Pekka Helle about Adopting a service logic in manufacturing.

 Jay Kandampully interviews Dr Elina Tuulikki Jaakkola (outstanding Reviewer of 2012) about the benefits of being a reviewer.

Jay Kandampully interviews Bård Tronvoll and Bo Edvarsson about their work on paradigms in service research.

Jay Kandampully interviews Heiko Gebauer about service driven manufacturing.

Jay Kandampully interviews Lars Witell and Per Kristensson about customer co-creation versus traditional market research techniques.

Jay Kandampully interviews Christian Grönroos and Annika Ravald about service as business logic.


Journal of Service Management is available as part of an online subscription to the Emerald Business, Management & Strategy eJournals Collection. For more information, please email or visit the Emerald Business, Management & Strategy eJournals Collection page.

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This journal is a member of and subscribes to the principles of the Committee on Publication Ethics. More on Emerald's approach is available in our Publication Ethics guidelines.

* 2017 Journal Citation Reports® (Clarivate Analytics, 2018)

Sample Article