Journal of Service Research (J SERV RES-US)

Publisher: SAGE Publications

Journal description

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.

Current impact factor: 2.73

Impact Factor Rankings

2015 Impact Factor Available summer 2016
2009 Impact Factor 1.667

Additional details

5-year impact 4.14
Cited half-life 7.80
Immediacy index 0.41
Eigenfactor 0.00
Article influence 1.14
Website Journal of Service Research website
Other titles Journal of service research (Online), Journal of service research
ISSN 1094-6705
OCLC 41181657
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 can archive a post-print version
  • Conditions
    • Authors retain copyright
    • Pre-print on any website
    • Author's post-print on author's personal website, departmental website, institutional website or institutional repository
    • On other repositories including PubMed Central after 12 months embargo
    • 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
    • Must link to publisher version with DOI
    • Publisher last reviewed on 29/07/2015
  • Classification
    ​ green

Publications in this journal

  • Journal of Service Research 10/2015; DOI:10.1177/1094670515604846
  • Source

    Journal of Service Research 09/2015; DOI:10.1177/1094670515606064
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    ABSTRACT: Although many consumers turn to financial counseling to improve their financial well-being, the effectiveness of these counseling services remains nebulous and the exact mechanisms through which they improve consumer well-being require further research. This longitudinal research demonstrates that consumers’ coproduction of financial counseling services is pivotal for increasing their credit scores and for decreasing their financial stress. Drawing on self-determination theory, this study also shows that financial literacy, consumer involvement, and attachment styles are important drivers of coproduction. Involvement plays a moderating role, such that higher involvement substitutes for lower levels of financial literacy and mitigates the negative effects of attachment avoidance on coproduction. These findings help both counseling agencies and public policy makers improve the effectiveness of financial counseling. Financial counselors should track their customers’ objective and subjective financial literacy, involvement, and attachment styles, then segment customers, and, finally, tailor the service provision accordingly, to leverage coproduction as the pathway to consumers’ financial well-being. From a public policy perspective, the findings suggest that efforts to improve consumer financial literacy are important but should be supplemented with programs designed to increase consumer involvement in financial counseling; this combination promises to foster coproduction and improve consumers’ financial well-being.
    Journal of Service Research 08/2015; 18(3):351-368. DOI:10.1177/1094670514559001
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    ABSTRACT: The service literature is replete with theoretical and practical paradigms to improve service quality and advance goals of service providers as well as their customers. Often taken for granted is the assumption that organizations and their actors are interested in the well-being of those they serve as a way to bolster corporate images and engender long-term customer loyalty. While service failures are expected to happen, most successful firms seek to recover from these occurrences to maintain good relationships with their customers. However, is it possible for an organization to operate in a culture of antiservice? To address this question, we conducted an 18-month ethnographic investigation with men incarcerated in a maximum security prison using the participatory action research methodology. Findings discuss various facets and consequences of service failure that quickly become normal functioning in this institution. Descriptive themes and their interpretations follow and reveal that such treatment occurs because the men are viewed as less than fully human noncustomers who require strict control of need fulfillment. They react in a variety of ways that impact their ability to cope with this paucity of services. Recommendations for public service providers are presented along with implications for the larger service field.
    Journal of Service Research 07/2015; DOI:10.1177/1094670515593914

  • Journal of Service Research 06/2015; DOI:10.1177/1094670515589956
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    ABSTRACT: This article explores direct and indirect antecedents that contribute to corporate image formation in a service recovery context. Two studies were carried out in Egypt. Study 1 comprises 29 semistructured interviews with complainants of mobile phone network service providers in Egypt. Study 2 encompasses a mail survey of another 437 complainants. Findings reveal the importance of perceived justice, namely, interactional justice, in corporate image formation, as well as the mediating role of satisfaction with service recovery in the perceived justice-corporate image relationship. Results also reveal two empirical relationships: problem solving as a determinant of distributive justice and follow-up as a driver of procedural justice. Accordingly, this study contributes to the service field by providing the first empirical evaluation of new direct and indirect antecedents of corporate image formation in a service recovery context. Managerial recommendations are provided that encourage service practitioners to emphasize perceived justice and satisfaction with a service recovery process to enhance the company’s image. Additionally, companies should invest in implementing problem solving and follow-up as service recovery strategies since both significantly enhance perceived justice.
    Journal of Service Research 05/2015; 18(4). DOI:10.1177/1094670515584146
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    ABSTRACT: Traditional customer satisfaction research considers satisfaction judgments invariant to temporal distance. We conduct two experiments and a field study to show that the amount of time elapsed between a service consumption experience and its evaluation influences satisfaction judgments. We show that consumers rely on concrete attributes to represent near-past (NP) experiences and on abstract attributes to represent distant-past (DP) experiences (i.e., different construal levels). The findings indicate that construal mechanisms generate intertemporal shifts in the importance of the attributes driving satisfaction over time (Study 1), in the weights assigned to abstract and concrete attributes of a past service experience (Study 2), and in overall satisfaction judgments when abstract and concrete attributes perform differently (Study 3). Overall, the results provide support for the idea that satisfaction judgments shift over time as a result of the different psychological mechanisms that are activated as a function of the time elapsing between the service experience and its evaluation. Managers are advised to adopt longitudinal approaches to customer satisfaction measurement: An immediate assessment to capture customers’ evaluations of the performance of the concrete details of the experience and a delayed assessment to measure customer satisfaction with more abstract and goal-related features of the experience.
    Journal of Service Research 05/2015; 18(4). DOI:10.1177/1094670515584752
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    ABSTRACT: Social support is critical for improving patients’ health outcomes. People living with chronic diseases are often socially excluded and thus face many challenges in their lives. The type and amount of social support they receive from online health care communities can potentially enhance their quality of life. This research verifies emotional support, informational support, companionship, and relatedness as four categories of online social support pertinent in health care communities. In examining the detailed effects of multidimensional online social support on physical, psychological, and existential quality of life, this research finds that the impact of emotional support on psychological quality of life is most effective. An empirical survey of 349 participants finds that the influential outcomes of online social support on quality of life depend on stigmatized patients’ perceptions of their level of social exclusion. In general, stigmatized patients with high levels of social exclusion seek a variety of online social support and attain a more improved quality of life than those patients with lower levels of social exclusion. This research recommends that the health care sector emphasize patients’ synergies and develop online customer resources to extend the limited medical support available.
    Journal of Service Research 05/2015; 18(3). DOI:10.1177/1094670515583271
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    ABSTRACT: Personal well-being of service employees and others is declining, yet well-being is likely to influence on-the-job productivity. Workplace wellness programming (WWP) is prevalent among service organizations, but is controversial with critics questioning the appropriateness and efficacy of employer involvement in personal health. To understand how employers engage employees in personal wellness, we conducted a qualitative field study of WWP in 10 diverse organizations. We found lower employee engagement and higher resentment in firms that relied primarily on wellness training, incentives, and impersonal communications. Employee engagement was higher in firms that collaborated with wellness-minded employees to (1) tap into long-standing, deeply held belief systems to forge an inspirational wellness ideology, (2) leverage social capital to recruit participants and resources, and (3) modify the physical environment to signal the importance of healthful behaviors and to reduce obstacles to healthful choices. The three strategies are pillars of social movement (SM) organization. Drawing on the rich SM literature and our fieldwork, we developed and tested an SM-inspired model for cultural and behavioral change. The findings have implications for internal marketing and social marketing theory and for managers seeking to create a culture of health and improve employee productivity and effectiveness in serving customers.
    Journal of Service Research 05/2015; 18(3). DOI:10.1177/1094670515582037
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    ABSTRACT: Calls for increased transparency and reduced information asymmetry between service firms and their customers are getting louder in the marketplace. Yet, it remains unclear what exactly constitutes transparency in the eyes of customers and how, if at all, service firms benefit from it. This research contributes to extant knowledge by articulating the key properties of service firms’ performance transparency and by developing and validating a parsimonious scale to measure it. We show that through a reduction in customer uncertainty, the provision of accessible and objective information about a firm’s service offering is positively associated with customers’ intention to purchase and willingness to pay a price premium for its service. Furthermore, we find that the positive effect of performance transparency is influenced by customers’ perceptions of a firm’s ability to deliver on its service promise. An important managerial implication of the current research is that performance transparency benefits customers by lowering uncertainty, and hence service firms should proactively consider it as a critical measure that helps differentiate their services from competitive offerings, even when customer perceptions of a service firm’s ability are low.
    Journal of Service Research 05/2015; 18(4). DOI:10.1177/1094670515584331
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    ABSTRACT: In service industries, hierarchical loyalty programs are common relationship marketing instruments that award elevated status to customers who exceed a certain spending level (e.g., gold membership). In practice, service companies offer elevated status to some customers who do not meet the required spending level, in an attempt to profit from the profound allure of status. Relying on social psychology research and a mixed-method approach, this study analyzes the loyalty impact of status endowments, defined as awards of elevated status to customers who are not entitled to it. An exploratory qualitative study identifies customer gratitude and customer skepticism as positive and negative mediators, respectively, of customers’ attitudinal responses to endowed status. Quantitative studies—two experimental and one survey—substantiate these bright and dark sides of endowed status. The efficacy of status endowment is contingent on the context. To alleviate the dark-side effect, managers can allow target customers to actively choose whether to be endowed, especially those who are close to achieving the status already, and provide valuable preferential treatment to customers elevated by either endowment or achievement. These insights offer guidelines for whether and how to use status endowment in hierarchical loyalty programs.
    Journal of Service Research 05/2015; 18(2):210-228. DOI:10.1177/1094670514566797