JOSM

The Journal of Service Management (previously published as International Journal of Service Industry Management) brings together specialist areas of research for the benefit of those working in the service sector. Focusing on both the for-profit and non-profit areas of the sector, this multidisciplinary information resource draws on leading-edge contributions to help you compare international developments and build up a broader understanding of key issues. Providing a sound basis for further study, as well as guidance on the practical implications of current thinking and research, it offers ready access to information vital to the successful operation of today's service industries.

Unique Attributes
The Journal of Service Management focuses on services management research and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector nationality. The journal publishes double-blind reviewed papers from both academics and practitioners.

Topicality
Service sector activities now account for 70% of gross domestic product and the same proportion of total employment. Current thinking recognizes the value of information exchange between service industries. The journal concentrates primarily on "for profit" concerns such as finance, transportation, tourism, hotel and catering, but is also relevant to public administration, health and welfare managers. It is already recognized as an important international forum for the exchange of information and ideas.

Key benefits
Access to such a wide variety of research and case history information gives service industry managers the opportunity to keep abreast of new thinking, and adapt ideas to work successfully within their own organizations.

Key Journal Audiences
• Academics and researchers in the field
• Management consultants
• Senior personnel in service industries

The journal covers
·        The service encounter, the servicescape and service experiences
·        Service quality and quality management
·        The concept service and the service logic
·        Value creation through services and service competition
·        Complaints management, service recovery and service guarantees
·        Customer involvement and customer focus in service organizations
·        Customer satisfaction, loyalty and profitability
·        New service development and service design
·        Service innovation
·        Technology in services and self service technology
·        Service productivity
·        Service culture
·        Service strategy and service excellence
·        Dynamics in service relationships
·        Service management and service leadership
·        Service operations management
·        Human resources management
·        Service networks and service outsourcing
·        Services in manufacturing companies.

For full details of article submission requirements, please se the journal Web site at: www.emeraldinsight.com/josm.htm

Editor
Professor Bo Edvardsson
Service Research Center,

Department of Business and Economics,

Karlstad University,
SE-65188 Karlstad,

Sweden
Tel: +46 54 700 1557; Fax: +46 54 83 65 52
E-mail: Bo.Edvardsson@kau.se

Editorial Assistant

Ingrid Hansson
Service Research Center,

Department of Business and Economics,

Karlstad University,
SE-65188 Karlstad,

Sweden
Tel: +46 54 700 1031; Fax: +46 54 83 65 52
E-mail: Ingrid.Hansson@kau.se

Book Review Editor
Professor Paul Gemmel
Vlerick Leuven Gent Management School,
Bellevue 9,
B-9050 Ledeberg Gent,
Belgium
Tel: +32 9 2109 860 Email: paul.gemmel@vlerick.be

Associate Editors
Robert C. Ford
Professor of Management,
University of Central Florida,
College of Business,
Department of Management,
P.O. Box 161400,
Orlando, FL 32816-1400,
USA
E-mail: robert.ford@bus.ucf.edu

Professor Anders Gustafsson
Service Research Center,
Department of Business and Economics,

Karlstad University,
SE-651-88 Karlstad,
Sweden
Email: Anders.gustafsson@kau.se

Lester W Johnson
Professor of Management (Marketing),
Melbourne Business School,
The University of Melbourne,
200 Leicester Street,
Carlton VIC 3053,
Australia,
E-mail: l.johnson@mbs.edu

Professor Christopher Voss
London Business School
Regent's Park,
London NW1 4SA,
UK
Tel: +44 207 262 5050
Fax: +44 207 724 7875
Email: cvoss@london.edu