12Nov

JSM went back to the future in 2016

back-to-the-future19-copyGuest article by Rebekah Russell-Bennett

2016 is the 30th anniversary of the Journal of Services Marketing and to mark this occasion, we are announcing outstanding contribution awards and a series of retrospectives have been curated. The editors have selected a number of articles published in the first two decades of the journal that have had a lasting impact on the services field, and invited the authors to reflect on their original piece. The results are a series of thirteen stunning retrospectives which provide food for thought as we move into the next era. To access these articles click here.

Outstanding Contribution Awards

As part of the 30th Anniversary celebrations this year, three papers were selected out of more than 1200 articles published in the Journal of Services Marketing as outstanding contribution. These awards represent papers that have attracted high citations and contain innovative theoretical ideas at the time of publication. Two of these papers have been updated in the retrospectives published this year.

Winner of the outstanding contribution award

Doug Hoffman, Scott Kelley and Holly Rotalsky for their 1995 paper Tracking service failures and employee recovery efforts. http://www.emeraldinsight.com/toc/jsm/9/2

Commended Contribution Awards

Kirk Wakefield and Jeffrey Blodgett for their 1994 paper The importance of servicescapes in leisure service settings http://www.emeraldinsight.com/toc/jsm/8/3

Richard Spreng, Gilbert Harrell and Robert Mackoy for their 1995 paper Service recovery: impact on satisfaction and intentions. http://www.emeraldinsight.com/toc/jsm/9/1

Retrospectives in Volume 30

  1. Revisiting “Big Ideas in Services Marketing” 30 Years Later by Len Berry. Issue 1 http://www.emeraldinsight.com/toc/jsm/30/1
  1. Retrospective: “Tracking Service Failures and Employee Recovery Efforts” by Doug Hoffman, Scott Kelley and Holly Rotalsky. Issue 1 http://www.emeraldinsight.com/toc/jsm/30/1
  1. Retrospective: “Compatibility Management: Customer-to-Customer Relationships in Service Environments” by Charles Martin. Issue 1 http://www.emeraldinsight.com/toc/jsm/30/1
  1. Internationalization strategies for services: a retrospective by Christian Grönroos Issue 2 http://www.emeraldinsight.com/toc/jsm/30/2
  1. Retrospective: efficiency in service delivery – technological or humanistic approaches by Scott W. Kelley. Issue 2 http://www.emeraldinsight.com/toc/jsm/30/2
  1. The effect of cues on service quality expectations and service selection in a restaurant setting: a retrospective and prospective commentary Issue 2 http://www.emeraldinsight.com/toc/jsm/30/2
  1. Retrospective: A cross-sectional test of the effect and conceptualization of service value revisited by J. Joseph. Cronin Issue 3 http://www.emeraldinsight.com/toc/jsm/30/3
  1. Retrospective: The effect of guarantees on consumers’ evaluation of services by Amy Ostrom and Dawn Iacobucci. Issue 4 http://www.emeraldinsight.com/toc/jsm/30/4
  1. Retrospective: ‘Culture shocks’ in inter-cultural service encounters? By Bernd Stauss. Issue 4 http://www.emeraldinsight.com/toc/jsm/30/4
  1. Retrospective: Service failure and loyalty – an exploratory empirical study of airline customers by Adrian Palmer and David Bejou. Issue 5 http://www.emeraldinsight.com/toc/jsm/30/5
  1. Retrospective: Tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services by Paul Patterson. Issue 5 http://www.emeraldinsight.com/toc/jsm/30/5
  1. Retrospective: Why do customers switch? The dynamics of satisfaction versus loyalty by Banwari Mittal. Issue 6 http://www.emeraldinsight.com/toc/jsm/30/6
  1. Retrospective: The Importance of Servicescapes in Leisure Service Settings. Issue 7 by Kirk Wakefield and Jeffrey Blodgett http://www.emeraldinsight.com/toc/jsm/30/6

Editorial: Back to the future! The importance of history in services marketing

Every second issue of Journal of Services Marketing has an editorial and the first one this year was looking at the past to gain insight into the future. Other topics covered to date have been fresh ideas (vol 29.6/7), publish or perish (Vol 30.3), the snappy title (Vol 30.5) and the changing nature of data (Vol 30.7).

 

screen-shot-2016-11-12-at-9-55-12-amProfessor Rebekah Russel-Bennet
Professor of Marketing, Co-Editor Journal of Services Marketing
Adjunct Professor National University of Ireland (Galway)

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