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期刊名称：MANAGING SERVICE QUALITY ISSN： 0960-4529 出版频率： Bimonthly 出版社： EMERALD GROUP PUBLISHING LIMITED, HOWARD HOUSE, WAGON LANE, BINGLEY, ENGLAND, W YORKSHIRE, BD16 1WA   出版社网址： http://www.emeraldinsight.com/journals.htm?issn=0960-4529 影响因子： 1.286(2015年) 0.984(2013年) 0.778 (2012年) 主题范畴： 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 aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also appeals to practitioners. Recognizing the importance of the service sector all over the globe, the journal encourages submissions from around the world. MSQ gives prominence to research based on real world data, be it quantitative or qualitative. The journal also welcomes the submission of conceptual papers that make a substantive theoretical and/or methodological contribution to the scholarly literature in service management. MSQ publishes double-blind reviewed papers and encourages submissions from both academics and practitioners. Topicality Changing climates in the economy, social structures, and political as well as technological fields are creating sea-changes in the philosophy, aims and structure of many businesses. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global and multi-cultural perspective. Key benefits To the readership, the journal offers latest service management research in a style appealing to both academic and practitioner audiences. To the contributors, the journal offers a short turnaround time that enables early publication of their research. Key journal audiences Academics, researchers and students of Service Management Practitioners of Service Management Coverage The journal covers a broad range of topics including: Service Quality; Service Innovation; Customer Satisfaction and Loyalty; Service Marketing; Service Operations; Service HRM; Service Information Systems; International Service Management; Internet and Digital Services; Service Entrepreneurship; and Sustainability Management in Services.    MSQ is abstracted and indexed in: ABI/INFORM Business Source Alumni Business Source Complete Business Source Premier Cabell's Dictionary of Publishing Opportunities in Management and Marketing Current Abstracts Emerald Management Reviews Materials Business File Mechanical & Transportation Engineering Abstracts METADEX PsycINFO Scopus TOC Premier Instructions to Authors Submissions to Managing Service Quality are made using ScholarOne Manuscripts, the online submission and peer review system. Registration and access is available athttp://mc.manuscriptcentral.com/msq. 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/msq 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. Submitting an article to Managing Service Quality on ScholarOne Manuscripts Please log on to Managing Service Quality at http://mc.manuscriptcentral.com/msqwith 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 Review process Each paper is reviewed by the editor and, if it is judged suitable for this publication, it is then sent to at least two independent referees for double blind peer review. Based on their recommendation, as well as consultation between relevant Editorial Board members the editor then decides whether the paper should be accepted as is, revised or rejected. 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. COPE (Committee on Publication Ethics) All of Emerald’s journals benefit from COPE membership (see: http://www.publicationethics.org/). COPE provides advice to editors and publishers on all aspects of publication ethics and, in particular, how to handle cases of research and publication misconduct. This means that Emerald adheres to high ethical standards in publishing. 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. Final submission Authors should note that proofs are not supplied prior to publication. The manuscript will be considered to be the definitive version of the article. The author must ensure that it is complete, grammatically correct and without spelling or typographical errors. Before submitting, authors should check their submission completeness using the available Article Submission Checklist. Manuscript requirements Please prepare your manuscript before submission, using the following guidelines: Format All files should be submitted as a Word document Article Length Manuscripts should not exceed 8,500 words, inclusive of references, tables and appendices. Article Title A title of not more than eight words should be provided. Article Title Page An Article Title Page should be submitted alongside each individual article using the template provided. This should include: Article Title Author Details (see below) Acknowledgements Author Biographies Structured Abstract (see below) Keywords (see below) Article Classification (see below) Author Details Details should be supplied on the Article Title Page including: Full name of each author Affiliation of each author, at time research was completed Where more than one author has contributed to the article, details of who should be contacted for correspondence E-mail address of the corresponding author Brief professional biography of each author. Structured Abstract Authors must supply a structured abstract on the Article Title Page, 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 (including keywords and article classification, see below). Keywords Please provide up to 10 keywords on the Article Title Page, which encapsulate the principal topics of the paper (see our "How to... ensure your article is highly downloaded" guide for practical help and guidance on choosing search-engine friendly keywords). Whilst we will endeavour to use submitted keywords in the published version, all keywords are subject to approval by Emerald’s in house editorial team and may be replaced by a matching term to ensure consistency. Article Classification Categorize your paper on the Article Title Page, under one of these classifications: Research paper Viewpoint Technical paper Conceptual paper Case study Literature review General review. Headings Headings must be concise, with a clear indication of the distinction between the hierarchy of headings.  The preferred format is for first level headings to be presented in bold format and subsequent sub-headings to be presented in medium italics. Notes/Endnotes 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. Research Funding Authors must declare all sources of external research funding in their article and a statement to this effect should appear in the Acknowledgements section. Authors should describe the role of the funder or financial sponsor in the entire research process, from study design to submission. Figures All Figures (charts, diagrams, line drawings, web pages/screenshots, and photographic images) should be submitted in electronic form.  All Figures should be of high quality, legible and numbered consecutively with arabic numerals. Graphics may be supplied in colour to facilitate their appearance on the online database. Figures created in MS Word, MS PowerPoint, MS Excel, Illustrator should be supplied 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 an MS Word document or alternatively create a .pdf file from the origination software. Figures which cannot be supplied in as the above are acceptable in the standard image formats which are: .pdf, .ai, and .eps. If you are unable to supply graphics in these formats then please ensure they are .tif, .jpeg, or .bmp at a resolution of at least 300dpi and at least 10cm wide. To prepare web pages/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 should be submitted electronically and of high quality. They should be saved as .tif or .jpeg files at a resolution of at least 300dpi and at least 10cm wide. Digital camera settings should be set at the highest resolution/quality possible. Tables Tables should be typed and included in a separate file to the main body of the article. The position of each table should be clearly labelled in the body text of article with corresponding labels being clearly shown in the separate file.  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 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, 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. e.g. 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). e.g. 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). Editorial Board Co-Editors Associate Professor Chatura Ranaweera Wilfrid Laurier University, Canada cranaweera@wlu.ca Associate Professor Marianna Sigala University of the Aegean, Greece m.sigala@aegean.gr Former Editor Professor Jay Kandampully, Ohio State University, USA Book Review Editor Dr Evangelos Christou University of the Aegean, Greece e.christou@aegean.gr Managing Editor Sophie Barr sbarr@emeraldinsight.com Publisher Juliet Harrison jharrison@emeraldinsight.com Editorial Advisory Board Dr Kostas Alexandris, Aristotle University of Thessaloniki, Greece Professor Levent Altinay, Oxford Brookes University, UK Professor Christo Boshoff, University of Stellenbosch, South Africa Associate Professor Liliana Bove, The University of Melbourne, Australia Professor Eileen Bridges, Kent State University, USA Professor Kah-Hin Chai, National University of Singapore, Singapore Professor Cindy Claycomb, Wichita State University, USA Associate Professor Mark Colgate, University of Victoria, Canada Professor J Joseph Cronin, Jr, Florida State University, USA Professor Alison Dean, Newcastle Business School, Australia Dr Alex Douglas, Liverpool John Moores University, UK Professor Bo Edvardsson, Kalstad University, Sweden Dr Joerg Finsterwalder, University of Canterbury, New Zealand Professor Raymond P Fisk, Texas State University, USA Dr Tony Garry, University of Otago, New Zealand Professor Dwayne D Gremler, Bowling Green State University, USA Professor Stephen J Grove, Clemson University, USA  Professor Christian Grönroos, Hanken School of Economics, Finland Professor Evert Gummesson, Stockholm University, Sweden Professor Charles F Hofacker, Florida State University, USA Professor Chanaka Jayawardhena, Hull University Business School, UK Professor Robert Johnston (deceased), Warwick Business School, UK Dr Tim Jones, Memorial University of Newfoundland, Canada Associate Professor Thanika Devi Juwaheer, University of Mauritius, Mauritius Professor Jay Kandampully, Ohio State University, USA Professor Hans Kasper, Maastricht University, Netherlands Professor Katherine N. Lemon, Boston College, USA Dr Rita di Mascio, University of New South Wales, Australia Professor Anna S Mattila, Pennsylvania State University, USA Professor Anton Meyer, Ludwig-Maximillian-Universitat, Germany Professor Martin A. O'Neill, Auburn University, USA  Associate Professor Rogelio Oliva, Texas A & M University, USA Professor A Parasuraman, University of Miami, USA  Dr Ram Mohan Pisharodi, Oakland University, USA Professor Dawna L. Rhoades, Embry-Riddle Aeronautical University, USA Associate Professor Nichola Robertson, Deakin University, Australia Dr Mark S Rosenbaum, Northern Illinois University, USA Dr Laszlo Sajtos, University of Auckland Business School, New Zealand Professor Tanuja Singh, St Mary's University, USA Assistant Professor David Solnet, University of Queensland, Australia Professor Allard C R van Riel, Radboud University, Netherlands Professor Stephen L Vargo, University of Hawaii at Manoa, USA  Dr Cleopatra A Veloutsou, University of Glasgow, UK Associate Professor Jochen Wirtz, National University of Singapore, Singapore