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

2016 Impact Factor Available summer 2017
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

  • [Show abstract] [Hide abstract]
    ABSTRACT: Although double deviation (i.e., unsatisfactory service recovery) is an acknowledged phenomenon in the field of marketing, little attention has been devoted to determining what actions firms can take to restore consumer trust in the wake of such an event. Across four experimental studies of different populations and service sectors, we show that double deviation intensifies the trust violation generated by the initial service failure and that recovery from double deviations requires fundamentally different strategies than recovery from single deviations. Our results suggest that financial compensation is not an especially effective strategy for double deviations compared to the effectiveness of apologies and promises that the problem will not occur in the future. However, it is important for firms to match the type of double deviation to the recovery strategy, with apologies being more effective for integrity violations and promises being more effective for competence violations.
    No preview · Article · Jan 2016 · Journal of Service Research
  • [Show abstract] [Hide abstract]
    ABSTRACT: As companies struggle to deliver excellent service, many find they need to understand and plan for a diverse array of customer requests. Some requests are unexpected and require employees to go beyond their usual job duties. These requests may be classified as special requests. Knowing how and when to comply with these requests is critical to the firm and the employee, given that failing to comply could negatively affect customer satisfaction, while complying may produce unwanted consequences for the firm. We use grounded theory and content analysis of critical incident special requests from frontline employees to develop a framework and classification scheme that categorizes customer special requests and employee assessments of these requests. Customer special requests were classified into four types of customer deficiencies—physical resources, knowledge, financial, and time. Employee assessments were categorized as positive compliance factors (motivations and ability) or deterrents to compliance, including policy or legal, potential risk, and lack of resources. These findings contribute to theory, as they represent the first effort to categorize customer special requests and employee responses to them. Companies need to be better informed about the types of requests employees receive so that employees can make the most appropriate decisions.
    No preview · Article · Dec 2015 · Journal of Service Research
  • [Show abstract] [Hide abstract]
    ABSTRACT: A growing body of marketing and service research analyzes the processes inherent in the creation of customer solutions. This work is increasingly important as vendors and customers alike strive to differentiate themselves from competitors. However, research is often limited because data do not take into consideration the system of the customer’s stakeholders. The present study is an expansive discovery-oriented, theories-in-use inquiry consisting of 117 depth interviews across 59 key account service evaluations. Study results are contextualized within the system of stakeholders involved in the solution development and implementation process termed ecosystem. Working from the understanding that customers consist of sets of interrelated stakeholders, the authors identify key skills for crafting customer solutions within an ecosystem. The findings advance the marketing service field by providing a rich lens by which to conceive of solutions development and implementation, enhancing the ability to understand and design customer solutions.
    No preview · Article · Nov 2015 · Journal of Service Research
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    ABSTRACT: For service providers, it is essential to understand how their business is affected by the macroeconomy. This is especially pressing for the tourism sector, the world’s largest export service, because the number of incoming visitors is likely to be strongly determined by the business cycles in the countries of origin. Utilizing state-of-the-art business-cycle metrics, we derive novel insights on the relationship between international tourism and the business cycle. We find an excess sensitivity of the sector to economic cycles based on a multidecade data set of international visitors to New Zealand coming from multiple counties and with various visitor purposes. However, we find no asymmetries in the speed of adjustment across contractions and expansions, suggesting a quicker recovery than many other (nonservice) sectors. Moreover, a higher cyclical volatility results in higher growth in the long run. A robustness check for two more destination countries (Australia and Japan) yields comparable insights. The results underscore the need to closely monitor the cyclical sensitivity and long-term growth prospects of the various visitor streams into the country, in order to (i) better tailor the accommodations and services to these streams and (ii) exploit diversification opportunities to reduce the overall cyclical volatility.
    No preview · Article · Oct 2015 · Journal of Service Research
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    Preview · Article · Sep 2015 · Journal of Service Research
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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.
    No preview · Article · Aug 2015 · Journal of Service Research
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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.
    No preview · Article · Jul 2015 · Journal of Service Research
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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.
    Preview · Article · May 2015 · Journal of Service Research