You are here

Delays in shipping: Due to current delays in our warehouse shipping services, please expect longer than usual delivery times for any print book and journal orders.  If you require instant access to a book, please consider purchasing a digital copy via an alternative online retailer.

For instructors, only digital inspection copy requests are available. If you require a print inspection copy, please contact your local Academic Sales Consultant.

For further assistance please visit our Contact us page. Thank you for your patience and we apologise for the inconvenience.

Journal of Service Research

Journal of Service Research

eISSN: 15527379 | ISSN: 10946705 | Current volume: 27 | Current issue: 2 Frequency: Quarterly

Widely considered the world’s leading service research journal, the Journal of Service Research (JSR) is a must read to keep up with the latest in service research. Practical and readable, JSR offers the necessary knowledge and tools to cope with an increasingly service-based economy. JSR features articles by the world’s leading service experts, from both academia and the business world.

The Journal of Service Research offers an international and multidisciplinary perspective on the best management practices in:

  • Service marketing
  • Service operations
  • Service human resources
  • e-Service
  • Economics of service
  • Service information systems
  • Customer satisfaction and service quality
  • Global issues in service

JSR is sponsored by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business.

This journal is a member of the Committee on Publication Ethics (COPE).

The mission of the Journal of Service Research is to be the leading outlet for the most advanced research in service marketing, service operations, service human resources and organizational design, service information systems, customer satisfaction and service quality, electronic commerce, and the economics of service. The journal is constructed to be international in scope, in keeping with the increase globalization of business; multidisciplinary, in keeping with how the best management is done; and relevant to the business world in a majority of its articles.

Ming-Hui Huang National Taiwan University, Taiwan
Florian Von Wangenheim ETH Zurich, Switzerland
Clay Voorhees University of Alabama, USA
Martin Wetzels EDHEC Business School, France
Senior Editor of Marketing
Werner Kunz University of Massachusetts, Boston, USA
Advisory Board
Leonard Berry Texas A&M University, USA
Mary Jo Bitner Arizona State University, USA
Michael K. Brady Florida State University, USA
Stephen W. Brown Arizona State University, USA
Bo Edvardsson Karlstad University, Sweden
Christian Gronroos Hanken School of Economics, Finland
Kay Lemon Boston College, USA
Parsu Parasuraman University of Miami, USA
Adrian Payne University of New South Wales, Australia
Linda Price University of Wyoming, USA
Roland Rust University of Maryland, USA
Benjamin Schneider University of Maryland, USA
Jagdish Sheth Emory University, USA
Steven Shugan University of Florida, USA
James (Jim) Spohrer IBM, USA
Valarie Zeithaml University of North Carolina at Chapel Hill, USA
Associate Editors
Michael Ahearne University of Houston, USA
Laurel Anderson Arizona State University, USA
Todd Arnold Oklahoma State, USA
Seigyoung Auh Thunderbird School of Global Management, USA
Tom Baker The University of Alabama, USA
Sabine Benoit Surrey Business School, UK
Markus Blut Aston University, UK
Tilo Bohmann University Hambug, Germany
Lisa Bolton Penn State University, USA
Sterling Bone Utah State University, USA
Tom Brown Oklahoma State University, USA
Jennifer Chandler California State University, Fullerton, USA
Jerome Cronin Florida State University, USA
Ad De Jong Copenhagen Business School, Denmark
Beibei Dong Lehigh University, USA
Paul Fombelle Northeastern University, USA
Katja Gelbrich Catholic University Eichstätt-Ingolstadt, Germany
Yany Gregoire HEC Montreal, Canada
Dwayne Gremler Bowling Green University, USA
Anders Gustafsson BI Norwegian Business School, Norway
Jens Hogreve Catholic University of Eichstaett-Ingolstadt, Germany
Linda Hollebeek Sunway University, Malaysia
Mark Houston Texas Christian University, USA
Elina Jaakkola Univeristy of Turku, Finland
Sertan Kabadayi Fordham University, USA
P.K. Kannan University of Maryland, USA
Mirella Kleijnen Vrije Universiteit Amsterdam, Netherlands
Werner Kunz University of Massachusetts, Boston, USA
Robert Kwortnik Cornell University, USA
Bart Lariviere Ghent University, Belgium
Barak Libai Interdisciplinary Center Herzliya, Israel
Dominik Mahr Maastricht University, Netherlands
James Maxham University of Virginia, USA
Martin Mende Arizona State University, USA
Vikas Mittal Rice University, USA
Andrea Ordanini Bocconi University, Italy
Chiara Orsingher Università degli Studi di Bologna, Italie
Amy Ostrom Arizona State University, USA
Parsu Parasuraman University of Miami, USA
Lia Patricio University of Porto, Portugal
Roland Rust University of Maryland, USA
Jan Schumann University of Passau, Germany
Jagdip Singh Case Western Reserve University, USA
Bernd Skiera Goethe University Frankfurt, Germany
Tuure Tuunanen University of Jyväskylä, Finland
Jenny van Doorn University of Groningen, Netherlands
Yves van Vaerenbergh KU Leuven, Belgium
Chris Voss Warwick Business School, UK
Lars Witell Karlstad University, Sweden
Nancy Wuenderlich Technology Technische Universität Berlin, Germany
Editorial Review Board
Carl-Philip Ahlbom University of Bath, UK
Lerzan Aksoy Fordham University, USA
Matthew Alexander University of Strathclyde, UK
Eugene Anderson Syracuse University, USA
Tor Andreassen NHH Norweigan School of Economics, Norway
Mathieu Béal EMLYON Business School, France
Sharon Beatty University of Alabama, USA
Leonard Berry Texas A&M University, USA
Lance Bettencourt Texas Christian University, USA
Vera Blazevic Radboud University, The Netherlands
Chris Blocker Colorado State University, USA
Christoph Breidbach University of Melbourne, Australia
Elizabeth (Lisa) Brüggen Maastricht University, the Netherlands
Alex Buoye St. John's University, USA
Cheryl Burke-Jarvis Florida Atlantic University, USA
Riza Casidy Macquarie University, Australia
Kimmy Wa Chan Hong Kong Baptist University, Hong Kong
Wei-Lun Chang National Taipei University of Technology, Taiwan
Helen Chun Cornell University School of Hotel Administration, USA
Tuck Siong Jonah Chung ESSEC Business School, Singapore
Robert Ciuchita Hanken School of Economics, Finland
Charles Colby Rockbridge Associates, USA
Tracey Danaher Monash University, Australia
Kate Daunt Cardiff University, UK
Arne De Keyser EDHEC Business School, Belgium
Thomas Dotzel McGill University, Canada
Andreas Eggert University of Paderborn, Germany
Andreas Eisingerich Imperial College London, UK
Amber Epp University of Wisconsin-Madison, USA
Ray Fisk Texas State University, USA
Andrea Flynn University of San Diego, USA
Olivier Furrer University of Fribourg, Switzerland
Andrew Gallan Florida Atlantic University, USA
Mike Giebelhausen Clemson University, USA
Mary Gilly University of California, Irvine, USA
Spiros Gounaris University of Strathclyde, Scotland
Dhruv Grewal Babson College, USA
Markus Groth UNSW Sydney, Australia
Thorsten Gruber Loughborough Univeristy, UK
Colleen Harmeling Florida State University, USA
Lloyd Harris University of Manchester, UK
Greg Heim Texas A&M University, USA
Alex Henkel Open University of The Netherlands, Netherlands
Ronald Hill American University, USA
Charles Hofacker Florida State University, USA
Maria Holmlund-Rytkönen Hanken School of Economics, Finland
Jonas Holmqvist KEDGE Business School, France
Carol Jones University of Alabama, USA
Brett Josephson George Mason University, USA
Ingo Oswald Karpen Business and Design Service Research Center, Sweden
Ujwal Kayande Melbourne Business School, Australia
Timothy Keiningham St. John's University, USA
Carol Kelleher Cork University, Ireland
Jan Kietzmann University of Victoria, Canada
Kaisa Koskela-Huotari Stockholm School of Economics, Sweden
Christian Kowalkowski Linköping University, Sweden
Per Kristensson Karlstad University, Sweden
Piyush Kumar University of Georgia, USA
Justin Lawrence Oklahoma State University, USA
Sarah Leroi-Werelds Hasselt University , Belgium
Jiun-Sheng Chris Lin National Taiwan University, Taiwan
Paul Maglio University of California, Merced, USA
Anna Mattila Pennsylvania State University, USA
Janet McColl-Kennedy University of Queensland, Australia
Bulent Menguc Kadir Has University, Turkey
Matthew Meuter California State University, Chico, USA
Ryan Mullins Clemson University, USA
Christopher Newman University of Mississippi, USA
Gaby Odekerken - Schröder Maastricht University, the Netherlands
Paul Patterson UNSW Sydney, Australia
Harrison Pugh University of North Carolina, USA
Stacey Robinson University of Alabama, USA
Anne Roggeveen Babson College, USA
Holger Roschk University of Klagenfurt, Austria
Tobias Schaefers Copenhagen Business School, Denmark
Jeroen Schepers Eindhoven University of Technology, Netherlands
Javier Sese University of Zaragoza, Spain
Piyush Sharma School of Marketing, Curtin University, Australia
Steven Shugan University of Florida, USA
K Sivakumar Lehigh University, USA
Per Skalen Karlstad University, Sweden
Jeffrey Smith Virginia Commonwealth University, USA
Phyra Sok Monash University, Austalia
James (Jim) Spohrer IBM, USA
Jill Sweeney University of Western Australia, Australia
Chuanyi Tang Old Dominion University, USA
Crina Tarasi Central Michigan University, USA
Gary Thompson Cornell Hotel School, USA
Michael Tsiros University of Miami, USA
Wolfgang Ulaga INSEAD Europe Campus, France
Steve Vargo University of Oklahoma, USA
Sajeev Varki University of South Florida, USA
Katrien Verleye Ghent University, Belgium
Giampaolo Viglia University of Portsmouth, UK
Francisco Villarroel Ordenes LUISS Guido Carli University, Italy
Tillmann Wagner WHU – Otto Beisheim School of Management, Germany
Jochen Wirtz National University of Singapore, Singapore
Lars Witell Karlstad University, Sweden
Kristina Wittkowski Aalto University, Finland
Jeremy Wolter Auburn University, USA
Fan Xiucheng Fudan University, China
Editorial Manager
Tassilo von Bohlen und Halbach National Taiwan University, Taiwan
  • All-Russian Institute (VINITI) Abstract Journal
  • Clarivate Analytics: Current Contents - Physical, Chemical & Earth Sciences
  • Contents Pages in Management
  • EBSCO: Business Source - Main Edition
  • EBSCO: Business Source Elite
  • EBSCO: Human Resources Abstracts
  • LexisNexis
  • NISC
  • PsycINFO
  • Psychological Abstracts
  • Scopus
  • Social SciSearch
  • Social Sciences Citation Index (Web of Science)
  • Standard Periodical Directory (SPD)
  • To submit a manuscript, or to access or create a user account go to:

    The Journal of Service Research (JSR) strives to publish the highest level of research relating to service. To be published in JSR, a manuscript must significantly advance theory and/or practice, provide managerially meaningful and generalizable empirical research, or provide new models or methods that can be used to improve service

    JSR publishes articles focused on service research, including but not limited to service marketing, service operations, service human resources and organizational design, service information systems, service innovation, customer satisfaction and service quality, electronic commerce, and the economics of service. Its purpose is to serve as a medium through which those with service research interests can exchange ideas and keep abreast of the latest developments pertaining to service research.

    The journal strives to be international in scope, in keeping with the increased globalization of business; multidisciplinary, in keeping with the best management practices; and relevant to the business world in a majority of its articles.

    Articles are encouraged from industry practitioners as well as academics. No particular research ideology is preferred, and quantitative, qualitative, managerial, and behavioral conceptual approaches are welcome.

    Manuscript Preparation for Initial Submission

    • File Types: Manuscripts must be in Microsoft Word format only.
    • Font [Including references]: 12 point, Times New Roman. Double-spaced, left-justified. A tab indent should begin each paragraph.
    • Page Layout: Use 1-inch margins on all sides.
    • Numbering: Page numbers are to be placed in the upper right-hand corner of every page.
    • Page Maximum: 50 pages, properly formatted and inclusive of title, abstract, keywords, text, references, tables, figures, footnotes, and non-web appendices. The 50-page maximum applies to all stages of the review process.
    • File Organization: The title page and main document must be uploaded as two separate files. Do not use separate files for tables, references, or figures. These must be included at the end of your main document.
    • Author Anonymity: The author's name should not appear anywhere except on the title page. JSR is a double-anonymize publication, therefore we must maintain the author's anonymity upon submission.
    • Reference List: Hanging indent. No additional line space between references.

    For details of manuscript preparation not covered in the following sections, see The Chicago Manual of Style (17th edition), Chicago and London: University of Chicago Press, 2017.

    1.What Goes Where?

    Cover Letter: This is optional. This can include your vision for the paper, suggestions for possible peer reviewers, and anything else you wish the editor to know. You do not submit this as a separate document of your manuscript; JSR's submission process in ManuscriptCentral will prompt you to type in or upload a "cover letter" explicitly.

    Title Page. Name of author(s), title, and 4-5 keywords; author(s) note, including present position, complete address, e-mail address, and any acknowledgement of financial or technical assistance. This should be its own, free standing document.

    Main Document

    • Abstract. Title of paper (without author’s name) and a brief abstract of no more than 200 words substantively summarizing the article. This should be informative, giving the reader a ‘‘taste’’ of the article. The abstract must state key theoretical insights and at least one specific managerial insight.
    • BodyThe text, with major headings centered on the page and subheadings flush with the left margin. Major headings should use all uppercase letters; side subheadings should be typed in upper and lowercase letters. The percent sign (%) should be used.
    • Tables and Figures. Each table or figure should be prepared on a separate page and grouped together at the end of the manuscript. The data in tables  should be arranged so that columns of like materials read down, not across. Nonsignificant decimal places in tabular data should be omitted. The tables and figures should be numbered in Arabic numerals, followed by brief descriptive titles. Additional details should be footnoted under the table, not in the title. Figures must be clean, crisp, black-and-white, camera-ready copies. Avoid the use of gray-scale shading; use hatch marks, dots, or lines instead.
    • References. Double-spaced in alphabetical order by author's last name (see 3).

    2.Reference Citations Within Text

    Citations in the text should include the author’s last name and year of publication enclosed in parentheses without punctuation, for example (Kinsey 1960). If practical, the citation should be placed immediately before a punctuation mark. Otherwise, insert it in a logical sentence break.

    If a particular page, section, or equation is cited, it should be placed within the parentheses, for example, (Kinsey 1960, p.112). For multiple authors, use the full, formal citation for up to three authors, but for four or more use the first author’s name with ‘‘et al.’’ For example, use (White and Smith 1977) and (Brown, Green, and Stone 1984). For more than three authors, use (Hunt et al. 1975) unless another work published in that year would also be identified as (Hunt et al. 1975); in that case, list all authors, for example, (Hunt, Bent, Marks, and West 1975).

    3.Reference List Style

    Please see here for Reference List examples:

    Authorship Change

    Any addition, deletion, or rearrangement of author names in the authorship list should be made only before the manuscript has been accepted and only if approved by the Editor-in-Chief. To request such a change, the Editor-in-Chief must receive a written confirmation from all authors that they agree with the addition, removal, or rearrangement. Please see here for the change request form: Change Request Form 2018 - fillable PDF-1648826928.pdf

    Manuscript Preparation for Publication

    After conditional acceptance, the authors should supply the following materials:

    • Polish the manuscript and ensure that the manuscript conforms to JSR’s guidelines. The guidelines can be found at JSR website.
    • Permission for copyrighted material has been obtained where necessary.
    • Group all notes together as numbered endnotes and place them just before the references.
    • All in-text citations are included in the reference list; all references have in-text citations.
    • Tables are present at end of electronic article file.
    • Figures are high resolution, and an electronic version is provided; they appear exactly as they should in the journal.
    • A 500-word Executive Summary that focuses on the managerial implications of the article research (like a press release format) and should be targeted to a broad audience. Upload this with the final manuscript as a separate document.
    • A one PowerPoint slide graphical abstract concisely summarizing visually the main idea(s) of the article. The abstract should be ready for social media posting, and the title of the abstract should be chosen to maximize reader interest. Upload this with the final manuscript as a separate document.
    • A 50-word biography for each author, submitted as a Supplementary File.
    • All published material is copyrighted by Sage Publications, Inc. Every author and coauthor must sign a contract before an article can be published.


    Sage Choice

    If you or your funder wishes your article to be freely available online to nonsubscribers immediately upon publication (gold open access), you can opt for it to be included in Sage Choice, subject to the payment of a publication fee. The manuscript submission and peer review procedure is unchanged. On acceptance of your article, you will be asked to let Sage know directly if you are choosing Sage Choice. To check journal eligibility and the publication fee, please visit Sage Choice. For more information on open access options and compliance at Sage, including self/author archiving deposits (green open access) visit Sage Publishing Policies on our Journal Author Gateway.


    As part of our commitment to ensuring an ethical, transparent and fair peer review process Sage is a supporting member of ORCID, the Open Researcher and Contributor ID. ORCID provides a unique and persistent digital identifier that distinguishes researchers from every other researcher, even those who share the same name, and, through integration in key research workflows such as manuscript and grant submission, supports automated linkages between researchers and their professional activities, ensuring that their work is recognized.

    The collection of ORCID iDs from corresponding authors is now part of the submission process of this journal. If you already have an ORCID iD you will be asked to associate that to your submission during the online submission process. We also strongly encourage all co-authors to link their ORCID ID to their accounts in our online peer review platforms. It takes seconds to do: click the link when prompted, sign into your ORCID account and our systems are automatically updated. Your ORCID iD will become part of your accepted publication’s metadata, making your work attributable to you and only you. Your ORCID iD is published with your article so that fellow researchers reading your work can link to your ORCID profile and from there link to your other publications.

    If you do not already have an ORCID iD please follow this link to create one or visit our ORCID homepage to learn more.

    Individual Subscription, Print Only

    Institutional Backfile Purchase, E-access (Content through 1998)

    Institutional Subscription, E-access

    Institutional Subscription & Backfile Lease, E-access Plus Backfile (All Online Content)

    Institutional Subscription, Print Only

    Institutional Subscription, Combined (Print & E-access)

    Institutional Subscription & Backfile Lease, Combined Plus Backfile (Current Volume Print & All Online Content)

    Individual, Single Print Issue

    Institutional, Single Print Issue