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Journal of Service Research is a peer-reviewed journal published by SAGE, covering Customer Service Quality and Loyalty, Service and Product Innovation, Consumer Retail Behavior Studies. Over its lifetime it has published 983 papers, which have received 138,369 citations.
| Publisher | SAGE |
|---|---|
| Reference style | Author–year (Harvard) Author–year — (Smith, 2023) in the text Smith, A., Jones, B. and Lee, C. (2023) 'A representative article title', Journal of Service Research, 12(3), pp. 45–58.
Formats any DOI in Journal of Service Research style. No sign-up. |
| Publishes research in | Customer Service Quality and Loyalty Service and Product Innovation Consumer Retail Behavior Studies Consumer Behavior in Brand Consumption and Identification Digital Marketing and Social Media |
| ISSN | 1094-6705 |
| Citation impact (2-yr) | 8.27 |
| h-index | 185 |
| i10-index | 788 |
| Top institutions publishing here | Maastricht University |
| Journal website | www.sagepub.com |
| You get | A submission-ready PDF and the editable LaTeX source — ready to submit. |
Citations each year’s papers have accumulated so far — the most recent years are still building up.
Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale…
In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer experience and value is receiving increasing attention from business practitioners and academics alike. Despite this interest, systematic scholarly inquiry into the concept and its conceptual distinctiveness from other, associated relational concepts has been limited to date. This article…
Artificial intelligence (AI) is increasingly reshaping service by performing various tasks, constituting a major source of innovation, yet threatening human jobs. We develop a theory of AI job replacement to address this double-edged impact. The theory specifies four intelligences required for service tasks—mechanical, analytical, intuitive, and empathetic—and lays out the way firms should decide between…
The role of technology in customer-company interactions and the number of technology-based products and services have been growing rapidly. Although these developments have benefited customers, there is also evidence of increasing customer frustration in dealing with technology-based systems. Drawing on insights from the extant literature and extensive qualitative research on customer reactions to technology, this…
The importance of developing and maintaining enduring relationships with customers of service businesses is generally accepted in the marketing literature. A key challenge for researchers is to identify and understand how managerially controlled antecedent variables influence important relationship marketing outcomes (e.g., customer loyalty and word-of-mouth communication). Relational benefits, which have a focus on the benefits…
