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Journal of Service Management focuses on service management research publishing papers showing a unique and significant contribution to service literature while providing a resource for those working across the full spectrum of service management field irrespective of discipline.

ISSN: 1757-5818
eISSN: 1757-5818

Aims and scope

The Journal of Service Management (JOSM) 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.


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.

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.

This journal is aligned with our responsible management goal

We aim to champion researchers, practitioners, policymakers and organisations who share our goals of contributing to a more ethical, responsible and sustainable way of working.

SDG 2 Zero hunger
SDG 8 Decent work & economic growth
SDG 9 Industry, innovation & infrastructure
SDG 10 Reduced inequalities
SDG 11 Sustainable cities & communities
SDG 12 Responsible consumption & production
SDG 13 Climate action
Find out about our responsible management goal