Guest article by Chatura Ranaweera & Marianna Sigala.
As
the co-editors of the Journal of Service Theory and Practice (JSTP) [formerly titled, Managing Service Quality (MSQ)], it is our privilege to address the SERVSIG community through this newsletter. This opportunity is timely because the journal has been undergoing considerable change to its editorial structure, strategic positioning and aims, as well as its title, aimed at contributing more effectively to the field of service research. It is also written at a time when the field of service management is being transformed by new research perspectives and industry practices. JSTP/MSQ has had a long established relationship with SERVSIG, whereby we have regularly had a special issue of the journal published based on selected papers from the SERVSIG conference. As such, we take this opportunity with much gratitude to explain the rationale for the title change as well as our future aims for the JSTP.
MSQ was first published in 1991 at a time when service quality was a major focus of research in the field. Since that time, the service field has evolved considerably. The Service Dominant Logic has been the subject of great conceptual debate over the past few years. The concept of service science is having a fundamental impact on service practice as well as service research. Similarly, research trends as well as industry applications and interest in co-creation, open innovation, and crowdsourcing are receiving considerable attention. These trends highlight that managing quality is no longer the core differentiating factor for service businesses, rather, that one has to understand and manage the whole customer service experience. In this vein, service research and practice are undergoing a shift that requires researchers and managers alike to revisit and update their conceptualisations and management practices with new theoretical lenses and tools. These developments are also having such fundamental impacts on the whole economy that although service research originated from a need to manage services differently from products, we are now experiencing an emerging trend whereby service research is increasingly informing and enriching the way in which products should also be managed and researched. This servitization of the economy not only highlights the increasing importance of service research to the economy, but it also provides evidence of the increasing recognition of service research and its potential to make a major impact on both the economy as well as academic literature.
At SERVSIG 2014 in Greece: Presenting the 2013 best paper award of the journal for Yves Van Vaerenbergh and Bart Larivière.
The newly titled JSTP aims to make a contribution to this evolving field of service research and practice. As the title implies, a key aim of the journal will be to connect service theory to practice more explicitly. We will highlight the importance of translating theory into practice by making meaningful recommendations and action plans for firms and managers. We will also focus on theory by encouraging conceptual work that makes meaningful contributions to the field. At the same time, consistent with service quality’s evolution into the broader construct of customer experience, the journal hopes to make important contributions to service theory and practice in the domain of customer experience management. Similarly, being consistent with the journal’s historical trends and scope, empirical papers with robust data that refine, expand and contextualise theories and improve business practices will continue to be welcome and they will remain of critical importance to the journal.
In terms of research domains, while the JSTP is open to a broad range of service research topics, we highlight emerging trends around the following issues:
- Societal concerns and values in the service environment
- Effects of advances in technology, tools, and service management applications
- how service research is being shaped, and is shaping the new marketplace.
We elaborate on these issues as well as specific topics of importance in our editorial appearing in the current issue of JSTP (2015; Vol. 25, Issue 1) and invite you to read our Editorial for a more comprehensive understanding of the issues discussed here.
We are always happy to receive your inquiries and suggestions, and so, please do not hesitate to contact us at any time. We hope that you will enjoy reading JSTP. We look forward to receiving your manuscripts, and help us make a difference to the service field.
Chatura Ranaweera (Wilfrid Laurier University, Canada)
Marianna Sigala (University of the Aegean, Greece)
Co-Editors, Journal of Service Theory and Practice (JSTP)
Formerly published as Managing Service Quality (Impact Factor: 0.984)
