期刊名称：JOURNAL OF SERVICE MANAGEMENT
 期刊简介(About the journal)
投稿须知(Instructions to Authors)
编辑部信息(Editorial Board)
About the journal
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
Scopus
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.
Instructions to Authors
Submit to the journal
Submissions should be made via ScholarOne Manuscripts at http://mc.manuscriptcentral.com/josm
As a guide, articles should be between 4,000 and 5,000 words in length. A title of not more than eight words should be provided.
Editorial objectives
The focus of the journal is service management research. The aim of the journal is to provide a communication medium for all those working in the service management field irrespective of discipline, functional area, sector or nationality. As a research journal contributions are particularly welcomed from academics. Practitioners working in the field are also encouraged to contribute.
The reviewing process
Each paper is reviewed by the editor and, if it is judged suitable for this publication, it is then sent to three referees for double blind peer review. Based on their recommendations, the editor then decides whether the paper should be accepted as is, revised or rejected. The Editor may make use of iThenticate software for checking the originality of submissions received.
Copyright
Articles submitted to the journal should not have been published before in their current or substantially similar form, or be under consideration for publication with another journal. Please see Emerald's originality guidelines for details. Use this in conjunction with the points below about references, before submission i.e. always attribute clearly using either indented text or quote marks as well as making use of the preferred Harvard style of formatting. Authors submitting articles for publication warrant that the work is not an infringement of any existing copyright and will indemnify the publisher against any breach of such warranty. For ease of dissemination and to ensure proper policing of use, papers and contributions become the legal copyright of the publisher unless otherwise agreed.
The editor may make use of iThenticate software for checking the originality of submissions received. Please see our press release for further details.
Permissions
Prior to article submission, authors should clear permission to use any content that has not been created by them. Failure to do so may lead to lengthy delays in publication. Emerald is unable to publish any article which has permissions pending. The rights Emerald require are:
Non-exclusive rights to reproduce the material in the article or book chapter.
Print and electronic rights.
Worldwide English language rights.
To use the material for the life of the work (i.e. there should be no time restrictions on the re-use of material e.g. a one-year licence).
When reproducing tables, figures or excerpts (of more than 400 words) from another source, it is expected that:
Authors obtain the necessary written permission in advance from any third party owners of copyright for the use in print and electronic formats of any of their text, illustrations, graphics, or other material, in their manuscript. Permission must also be cleared for any minor adaptations of any work not created by them.
If an author adapts significantly any material, the author must inform the copyright holder of the original work.
Authors obtain any proof of consent statements
Authors must always acknowledge the source in figure captions and refer to the source in the reference list.
Authors should not assume that any content which is freely available on the web is free to use. Authors should check the website for details of the copyright holder to seek permission for re-use.
Emerald is a member of the STM Association and participates in the reciprocal free exchange of material with other STM members. This may mean that in some cases, authors do not need to clear permission for re-use of content. If so, please highlight this upon submission. For more information and additional help, please follow the Permissions for your Manuscript guide.
Emerald Literati Network Editing Service
The Emerald Literati Network can recommend, via our Editing Service, a number of freelance copy editors, all themselves experienced authors, to contributors who wish to improve the standard of English in their paper before submission. This is particularly useful for those whose first language is not English.
Manuscript requirements
As a guide, articles should be between 4000 and 5000 words in length.
A title of not more than eight words should be provided.
A brief autobiographical note should be supplied including:
Full name
Affiliation
E-mail address
Full international contact details
Brief professional biography.
NB This information should be provided on a separate sheet and authors should not be identified anywhere else in the article.
Authors must supply a structured abstract set out under 4-7 sub-headings (see our "How to... write an abstract" guide for practical help and guidance):
Purpose (mandatory)
Design/methodology/approach (mandatory)
Findings (mandatory)
Research limitations/implications (if applicable)
Practical implications (if applicable)
Social implications (if applicable)
Originality/value (mandatory).
Maximum is 250 words in total.
Please provide up to six keywords which encapsulate the principal topics of the paper.
Categorize your paper under one of these classifications:
Research paper
Viewpoint
Technical paper
Conceptual paper
Case study
Literature review
General review.
Headings must be short, with a clear indication of the distinction between the hierarchy of headings. The preferred format is for headings to be presented in bold format, with consecutive numbering.
Notes or Endnotes should be used only if absolutely necessary and must be identified in the text by consecutive numbers, enclosed in square brackets and listed at the end of the article.
Each Figure and Plate should be supplied separately (i.e. not within the article itself). All Figures (charts, diagrams and line drawings) and Plates (photographic images) should be of clear quality, in black and white and numbered consecutively with arabic numerals.
Figures created in MS Word, MS PowerPoint, MS Excel, Illustrator and Freehand should be saved in their native formats. Electronic figures created in other applications should be copied from the origination software and pasted into a blank MS Word document or saved and imported into a MS Word document by choosing "Insert" from the menu bar, "Picture" from the drop-down menu and selecting "From File..." to select the graphic to be imported.
For figures which cannot be supplied in MS Word, acceptable standard image formats are: .pdf, .ai, .wmf and .eps. If you are unable to supply graphics in these formats then please ensure they are .tif, .jpeg (.jpg) , or .bmp at a resolution of at least 300dpi and at least 10cm wide.
To prepare screenshots, simultaneously press the "Alt" and "Print screen" keys on the keyboard, open a blank Microsoft Word document and simultaneously press "Ctrl" and "V" to paste the image. (Capture all the contents/windows on the computer screen to paste into MS Word, by simultaneously pressing "Ctrl" and "Print screen".)
Photographic images (Plates) should be saved as .tif or .jpeg (.jpg) files at a resolution of at least 300dpi and at least 10cm wide. Digital camera settings should be set at the highest possible resolution/quality.
In the text of the paper the preferred position of all tables, figures and plates should be indicated by typing on a separate line the words "Take in Figure (No.)" or "Take in Plate (No.)".
Tables should be typed and included as part of the manuscript. They should not be submitted as graphic elements. Supply succinct and clear captions for all tables, figures and plates. Ensure that any superscripts or asterisks are shown next to the relevant items and have corresponding explanations displayed as footnotes to the table, figure or plate.
References to other publications must be in Harvard style and carefully checked for completeness, accuracy and consistency. This is very important in an electronic environment because it enables your readers to exploit the Reference Linking facility on the database and link back to the works you have cited through CrossRef.
You should cite publications in the text: (Adams, 2006) using the first named author's name or (Adams and Brown, 2006) citing both names of two, or (Adams et al., 2006), when there are three or more authors. At the end of the paper a reference list in alphabetical order should be supplied:
For books: Surname, Initials (year), Title of Book, Publisher, Place of publication.
e.g. Harrow, R. (2005), No Place to Hide, Simon & Schuster, New York, NY.
For book chapters: Surname, Initials (year), "Chapter title", Editor's Surname, Initials (Ed.), Title of Book, Publisher, Place of publication, pages.
e.g. Calabrese, F.A. (2005), "The early pathways: theory to practice – a continuum", in Stankosky, M. (Ed.), Creating the Discipline of Knowledge Management, Elsevier, New York, NY, pp. 15-20.
For journals: Surname, Initials (year), "Title of article", Journal Name, volume, number, pages.
e.g. Capizzi, M.T. and Ferguson, R. (2005), "Loyalty trends for the twenty-first century", Journal of Consumer Marketing, Vol. 22 No. 2, pp. 72-80.
For published conference proceedings: Surname, Initials (year of publication), "Title of paper", in Surname, Initials (Ed.), Title of published proceeding which may include place and date(s) held, Publisher, Place of publication, Page numbers.
eg Jakkilinki, R., Georgievski, M. and Sharda, N. (2007), "Connecting destinations with an ontology-based e-tourism planner", in Information and communication technologies in tourism 2007 proceedings of the international conference in Ljubljana, Slovenia, 2007, Springer-Verlag, Vienna, pp. 12-32.
For unpublished conference proceedings: Surname, Initials (year), "Title of paper", paper presented at Name of Conference, date of conference, place of conference, available at: URL if freely available on the internet (accessed date).
eg Aumueller, D. (2005), "Semantic authoring and retrieval within a wiki", paper presented at the European Semantic Web Conference (ESWC), 29 May-1 June, Heraklion, Crete, available at: http://dbs.uni-leipzig.de/file/aumueller05wiksar.pdf (accessed 20 February 2007).
For working papers: Surname, Initials (year), "Title of article", working paper [number if available], Institution or organization, Place of organization, date.
e.g. Moizer, P. (2003), "How published academic research can inform policy decisions: the case of mandatory rotation of audit appointments", working paper, Leeds University Business School, University of Leeds, Leeds, 28 March.
For encyclopedia entries (with no author or editor): Title of Encyclopedia (year) "Title of entry", volume, edition, Title of Encyclopedia, Publisher, Place of publication, pages.
e.g. Encyclopaedia Britannica (1926) "Psychology of culture contact", Vol. 1, 13th ed., Encyclopaedia Britannica, London and New York, NY, pp. 765-71.
(For authored entries please refer to book chapter guidelines above.)
For newspaper articles (authored): Surname, Initials (year), "Article title", Newspaper, date, pages.
e.g. Smith, A. (2008), "Money for old rope", Daily News, 21 January, pp. 1, 3-4.
For newspaper articles (non-authored): Newspaper (year), "Article title", date, pages.
e.g. Daily News (2008), "Small change", 2 February, p. 7.
For electronic sources: if available online the full URL should be supplied at the end of the reference, as well as a date that the resource was accessed.
e.g. Castle, B. (2005), "Introduction to web services for remote portlets", available at: http://www-128.ibm.com/developerworks/library/ws-wsrp/ (accessed 12 November 2007).
Standalone URLs, i.e. without an author or date, should be included either within parentheses within the main text, or preferably set as a note (roman numeral within square brackets within text followed by the full URL address at the end of the paper).
Submissions Process
Authors should note that proofs are not supplied prior to publication and ensure that the paper submitted is complete and in its final form.
Submissions to Journal of Service Management are made using ScholarOne Manuscripts, the online submission and peer review system. Registration and access is available at http://mc.manuscriptcentral.com/josm. Full information and guidance on using ScholarOne Manuscripts is available at the Emerald ScholarOne Manuscripts Support Centre: http://msc.emeraldinsight.com.
Registering on ScholarOne Manuscripts
If you have not yet registered on ScholarOne Manuscripts, please follow the instructions below:
Please log on to: http://mc.manuscriptcentral.com/josm
Click on Create Account
Follow the on-screen instructions, filling in the requested details before proceeding
Your username will be your email address and you have to input a password of at least 8 characters in length and containing two or more numbers
Click Finish and your account has been created.
If you have previously registered with another journal on ScholarOne Manuscripts but wish to submit to Journal of Service Management, you will need to create an author account on Journal of Service Management to do so. You can use the same username and password.
Submitting an article to Journal of Service Management on ScholarOne Manuscripts
Please log on to Journal of Service Management at http://mc.manuscriptcentral.com/josm with your username and password. This will take you through to the Welcome page (To consult the Author Guidelines for this journal, click on the Home Page link in the Resources column)
Click on the Author Centre button
Click on the submit a manuscript link which will take you through to the Manuscript Submission page
Complete all fields and browse to upload your article
When all required sections are completed, preview your .pdf proof
Submit your manuscript.
Editorial Board
Editor
Jay Kandampully
Ohio State University, USA
kandampully.1@osu.edu
Founding Editor
Robert Johnston, Warwick Business School, UK
Former Editor
Bo Edvardsson, Karlstad University, Sweden
Editorial Assistant
Ria Duddy
Kochi International Business School (KiBS), India
riaduddy@kibs.ac.in
Associate Editors
Anders Gustafsson, Karlstad University, Sweden
Lester W Johnson, The University of Melbourne, Australia
Book Review Editor
Javier Reynoso
Graduate School of Management and Leadership (EGADE), Avenida Fundadores y Rufino Tamayo, Colonia Valle Oriente, San Pedro Garza Garcia C.P. 66269, Neuvo Leon 66269, Mexico
jreynoso@itesm.mx
Publisher
Matthew Burton
mburton@emeraldinsight.com
Editorial Advisory Board
Lerzan Aksoy, Fordham University, USA
Tor Wallin Andreassen, Norwegian School of Management, Norway
Colin Armistead, Bournemouth University, UK
Bruce R. Barringer, University of Central Florida, USA
Ravi S Behara, Florida Atlantic University, USA
Leonard L Berry, Texas A&M University, USA
Mary Jo Bitner, Arizona State University, USA
Keith Blois, University of Oxford, UK
David E Bowen, Thunderbird - The American Graduate School of International Management, USA
Stephen W Brown, Arizona State University, USA
Doren D Chadee, University of Southern Queensland, Australia
Kah-Hin Chai, National University of Singapore, Singapore
Richard B Chase, University of Southern California, USA
Jean-Charles Chebat, HEC Montreal, Canada
Tan Kay Chuan, National University of Singapore, Singapore
David A Collier, Ohio State University, USA
J Joseph Cronin, Jr, Florida State University, USA
Lawrence F Cunningham, University of Colorado at Denver, USA
Pratibha A Dabholkar, University of Tennessee, USA
Mark M Davis, Bentley University, USA
Ko de Ruyter, University of Maastricht, Netherlands
Bo Enquist, Kalstad University, Sweden
Raymond P Fisk, Texas State University, USA
Sabine Fliess, Fern Universitat in Hagen, Germany
Robert C Ford, University of Central Florida, USA
Margareta Friman, Karlstad University, Sweden
Dwayne D Gremler, Bowling Green State University, USA
Kjell Grønhaug, Norwegian School of Economics and Business Administration, Norway
Christian Grönroos, Swedish School of Economics and Business Administration, Finland
Markus Groth, The University of New South Wales, Australia
Thorsten Gruber, University of Manchester, UK
Evert Gummesson, Stockholm University, Sweden
Aino Halinen-Kaila, Turku School of Economics and Business Administration, Finland
Ingrid Hansson, Karlstad University, Sweden
James L Heskett, Harvard Business School, USA
Railton M Hill, Swinburne University of Technology, Australia
Maria Holmlund, Swedish School of Economics, Finland
Larry W. Jacobs, Northern Illinois University, USA
Joby John, University of Lousiana at Lafayette, USA
Michael D Johnson, University of Michigan Business School, USA
Hans Kasper, Maastricht University, Netherlands
Timothy L Keiningham, IPSOS Loyalty, USA
Sheryl Kimes, Cornell University, USA
Per Kristensson, Karlstad University, Sweden
Jos Lemmink, Maastricht University, Netherlands
Annouk Lievens, University of Antwerp, Belgium
Veronica Liljander, Swedish School of Economics and Business Administration, Finland
Ian Lings, Queensland University of Technology, Australia
Sylvia J Long-Tolbert, University of Toledo, USA
Peter R Magnusson, Karlstad University Service Research Center, Sweden
Anna S Mattila, Pennsylvania State University, USA
Jan Mattsson, Roskilde University, Denmark
Bert R Meijboom, Tilburg University, Netherlands
Anton Meyer, Ludwig-Maximillian-Universitat, Germany
Peter Mills, University of Oregon, USA
Peter Naudé, Manchester Business School, UK
Irene Ng, University of Exeter, UK
Chiara Orsingher, University of Bologna, Italy
Amy L Ostrom, Arizona State University, USA
A Parasuraman, University of Miami, USA
Paul G Patterson, The University of New South Wales, Australia
Rajesh K. Pillania, Chairman, Institute for Strategy, New Delhi, India
Anat Rafaeli, Technion - Israel Institute of Technology, Israel
Javier Reynoso, Graduate School of Management and Leadership (EGADE), Mexico
Henk Roest, Tilburg University, Netherlands
Inger Roos, Karlstad University, Sweden
Aleda V Roth, Clemson University, USA
Benjamin Schneider, University of Maryland, USA
Per Skalen, Karlstad University, Sweden
Magnus Soderlund, Stockholm School of Economics, Sweden
Amrik Sohal, Monash University, Australia
Tore Strandvik, Hanken Swedish School of Economics, Finland
Göran Svensson, Oslo School of Management, Norway
Jillian C Sweeney, University of Western Australia, Australia
Jaana Tähtinen, University of Oulu, Finland
David A Tansik, The University of Arizona, USA
Stephen S Tax, University of Victoria, Canada
Gail Ayala Taylor, Tuck School of Business at Dartmouth, USA
Stephen A Taylor, Illinois State University, USA
James Teboul, INSEAD, France
Bård Tronvoll, Hedmark University College, Norway
Roland van Dierdonck, Vlerick Leuven Gent Management School, Belgium
Allard C R van Riel, Radboud University, Netherlands
Stephen L Vargo, University of Hawaii at Manoa, USA
Chris Voss, London Business School, UK
Martin Wetzels, Maastricht University, Netherlands
Celeste P M Wilderom, University of Twente, Netherlands
Jochen Wirtz, National University of Singapore, Singapore
Lars Witell, Karlstad University, Sweden
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