Journal of Service Research (J SERV RES-US )

Publisher: SAGE Publications


Journal of Service Research is a multidisciplinary journal that provides an 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.

  • Impact factor
  • 5-year impact
  • Cited half-life
  • Immediacy index
  • Eigenfactor
  • Article influence
  • Website
    Journal of Service Research website
  • Other titles
    Journal of service research (Online), Journal of service research
  • ISSN
  • OCLC
  • Material type
    Document, Periodical, Internet resource
  • Document type
    Internet Resource, Computer File, Journal / Magazine / Newspaper

Publisher details

SAGE Publications

  • Pre-print
    • Author can archive a pre-print version
  • Post-print
    • Author cannot archive a post-print version
  • Restrictions
    • 12 months embargo
  • Conditions
    • On author website, repository and PubMed Central
    • On author's personal web site
    • Publisher copyright and source must be acknowledged
    • Publisher's version/PDF cannot be used
    • Post-print version with changes from referees comments can be used
    • "as published" final version with layout and copy-editing changes cannot be archived but can be used on secure institutional intranet
    • If funding agency rules apply, authors may use SAGE open to comply
  • Classification
    ​ yellow

Publications in this journal

  • Journal of Service Research 11/2014;
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    ABSTRACT: In this article, we examine the antecedent structure of the terminal level of job satisfaction of frontline service employees who have recently quit a firm. The results from the estimation of a latent, finite-mixture model, using data collected from former employees of a large supermarket chain, point to a two-dimensional heterogeneity among exiting employees. We find systematic variation in the relative importance of the drivers of job satisfaction, such as work environment, personality, and demographics, across employee subgroups. We also find that the threshold level of the terminal satisfaction for exiting employees could be high for some and low for others. These findings stand in contrast to the inverse satisfaction-turnover intent link documented for existing employees and provide new explanations for the observed weakness in the relationship. They are also inconsistent with the attraction-selection-attrition model that argues for a convergence in employee dispositions. We suggest that job satisfaction and turnover models can be enhanced by adopting a utility-theoretic perspective that accommodates variations in the structure and threshold levels of terminal satisfaction. To this end, we provide some guidelines for how exiting rather than existing employees can provide an alternative avenue for diagnosing the quitting process and ultimately improving the predictive power of turnover models. Finally, we suggest that the allocation of employee retention resources based on either a common model of job satisfaction, or assuming a monotonic satisfaction-intent relationship, may be inefficient. Instead, we argue for model-based, group-specific retention programs to reduce frontline service employee turnover.
    Journal of Service Research 07/2014;
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    ABSTRACT: Service guarantees are an important feature of many service offerings because consumers recognize greater risk associated with the purchase of services than with the purchase of goods. Despite substantial service guarantee research in the past two decades though, no extant study has examined the return on service guarantee investments. To fill this gap, the authors examine the effect of a service guarantee on a firm’s market value by identifying new service guarantee announcements, then using these announcements as events in an event study. The results show that simply offering a service guarantee does not result in greater market value, as measured by a change in stock market returns, for the offering firm. Instead, the market value of a service guarantee depends on its scope and the process required to invoke the guarantee. In particular, service guarantees that are specific in scope or automatically invoked lead to significantly greater market value than unconditional or customer-invoked guarantees, respectively. In addition, these differences are moderated by firm size. From a theoretical point of view, this study extends signaling theory to explain the differential effects of service guarantees, depending on their design.
    Journal of Service Research 03/2014; 17(2):150-162.
  • Journal of Service Research 02/2014; 17(1):85-101.
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    ABSTRACT: In many business markets, manufacturers seek service-led growth to secure their existing positions and continue to grow in increasingly competitive environments. Using longitudinal data from 513 German mechanical engineering companies and latent growth curve modeling, this study offers a fine-grained view of the financial performance implications of industrial service strategies. By disentangling the revenue and profit implications of industrial service strategies, findings reveal that such strategies increase both the level and the growth of manufacturing firms’ revenue streams. In contrast, they reduce the level but improve the growth of manufacturers’ profits. Results further suggest that services supporting the clients’ actions (SSC) and services supporting the supplier’s product (SSP) affect performance outcomes in different ways. SSCs directly affect revenue and profit streams. In turn, SSPs display only indirect effects on financial performance mediated through SSCs. A moderator analysis identifies two organizational contingencies that facilitate service business success: Only companies with decentralized decision-making processes and a high share of loyal customers can expect favorable financial results from industrial service strategies. In summary, this research provides significant insights and managerial guidance for turning service strategies into financial successes.
    Journal of Service Research 02/2014; 17(1):23-39.
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    ABSTRACT: For organizations implementing a value-added model, creative boundary spanners can improve service behaviors and overall performance. Advancing Amabile’s componential framework, which underscores the importance of contextual factors and their interaction with individual factors in generating creative responses in a service environment, we develop a model of boundary spanners’ creativity. Outlining how boundary spanner skills and abilities influence performance and service outcomes via creativity, we paint a more complete picture of the creativity process and offer meaningful contributions to service research and practice. Testing the model using employee and manager data matched with archival performance metrics, we find that knowledge, emotional intelligence (EI), and managerial feedback predict boundary spanner creativity. We also uncover a significant interaction between knowledge and EI, and evidence that creativity significantly impacts performance and customer problem solving, a key component of overall service quality. Finally, we underscore the importance of managerial feedback in strengthening the link between creativity and performance.
    Journal of Service Research 01/2014; 17(2):164-181.
  • Journal of Service Research 01/2014; 17(2):228-241.
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    ABSTRACT: In this article, we introduce the concept of the service delivery network (SDN) defined as two or more organizations that, in the eyes of the customer, are responsible for the provision of a connected overall service experience. This responds to calls for frameworks recognizing that dyadic service encounters are embedded in the series of experiences customers have with complementary providers as part of the journey to achieve their desired goals. Adopting an SDN perspective presents a dramatically different set of challenges for managers and provides research opportunities challenging the current view of established service concepts. Managers must recognize that to better serve the customer they need to understand the role that they play in the customer-defined service journey and be prepared to coordinate their activities with complementary providers. Participating in helping build and manage the SDN for the customer, or understanding how they fit into customer’s self-designed SDN, becomes a central challenge, often requiring firms to develop a new set of capabilities. The SDN also challenges the way we view many of the core concepts in service research, which are anchored in the dyadic view. This provides considerable opportunity for future inquiry. We present a series of research questions, inspired by the SDN, organized into categories including building cooperative and collaborative networks, customer cocreation, systems thinking, customer relationship management, managing service failure and recovery, building capabilities, and customer-to-customer interactions.
    Journal of Service Research 10/2013; 16(4):454-470.
  • Journal of Service Research 10/2013; online(May 3).
  • Source
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    ABSTRACT: The authors investigate how perceived customer value can be translated into economic returns for online social network sites (SNS). The (joint) impact of two value propositions, social capital and entitativity, is assessed. Perceived economic and social customer value are investigated as outcomes of these propositions. Two studies reveal that entitativity and social capital impact members’ willingness to pay (WtP) membership fees, either directly or indirectly. Moreover, the predictive ability of perceived economic and social customer value regarding WtP depends on the type of membership and the type of social network. SNS providers are advised to emphasize the benefits their users actually take advantage of. While for professional SNS, it seems advisable to stress both social and economic value, particularly for premium members, in socially oriented SNS premium members seem to be driven more by social value. Other theoretical and managerial implications are discussed.
    Journal of Service Research 08/2013; 16(3):311-325.
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    ABSTRACT: In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories. Based on the normalization of ticket assignment delay and resolution time by their respective service-level agreement, the method computes and plots the spreading of ticket data on a log-log chart. By comparing the actual and desired distribution values in specific areas, the WPD method diagnoses specific problems and issues in the performance of IM systems such as resource and skill allocation and abnormal behavior, and identifies opportunities for automated resolution or assignment of tickets, increases or decreases in the resources and skills needed, and ultimately aims to strike a better balance between productivity and service quality. In addition to an in-depth description of the WPD method, this article presents its application in the diagnostics of four service pools of a large IT service factory. An empirical study conducted in the IT service factory shows that most of the problems identified by the WPD method were indeed present in the service pools, therefore providing evidence of the validity of the WPD method. We conclude discussing how managers can use the method to detect and evaluate transformational opportunities to increase productivity and service quality in a systematic manner.
    Journal of Service Research 08/2013; 16(3):295-310.
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    ABSTRACT: Information technology (IT)-related service is the strategic management of the creation and delivery of service in which information and communication technology (referred to as IT here) plays a substantial role. IT can serve as a facilitator (e.g., facilitates access to customer information and customer communication) or enabler (e.g., enables value cocreation), serves as the context (e.g., mobile phone market or e-commerce), or is itself service (e.g., social networking sites or information goods). There are three essential characteristics of IT-related service—it is information-intensive, customer-centric, and multidisciplinary. IT-related service is information-intensive. The ability to communicate (firm-to-customer, firm-to-firm, and customer-to-customer) anytime, anywhere, and to anyone, is significantly facilitated by the recent technology trends of big data, cloud computing, and mobile and networking platforms. IT-related service is customer-centric. The use of IT, both by firms and by customers, alleviates the common observation that there is a trade-off between customer satisfaction and productivity improvement for service. Customers are able to talk back to firms with their new communication power and firms are better able to cost-efficiently satisfy their customers. The study of IT-related service is thus inherently multidisciplinary involving such fields as marketing, strategic management, computer science/information systems, and operations management/organizational research. The results of the IT-service transformation are that IT blurs the distinction between goods and service; service is becoming more goods-like and goods are acquiring the characteristics of service. The Journal of Service Research special issue on IT-related service brings together all of these elements, and provides rich strategic implications for managers.
    Journal of Service Research 08/2013; 16(3):251-258.

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