scholarly journals Journal of Service Theory and Practice at age 30: past, present and future contributions to service research

2021 ◽  
Vol 31 (3) ◽  
pp. 265-295 ◽  
Author(s):  
Naveen Donthu ◽  
Satish Kumar ◽  
Chatura Ranaweera ◽  
Marianna Sigala ◽  
Riya Sureka
Keyword(s):  
Citation Count ◽  
The United States ◽  
Theory And Practice ◽  
Intellectual Structure ◽  
Bibliographic Coupling ◽  
Service Research ◽  
Content Type ◽  
Scopus Database ◽  
Service Theory

PurposeIn 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the evolution and contribution of the journal to service research by identifying its major trends, research constituents, factors contributing to citations and thematic structure over its 29 active years (1991–2019). The paper concludes by providing directions and ideas for progressing service researchDesign/methodology/approachThe study uses the Scopus database to extract JSTP's bibliographic data. It employs bibliometric methods to study the trends of the journal, such as the citation structure and most-contributing authors, institutions and countries. Bibliographic coupling and keyword co-occurrence analyses are used to study the intellectual structure of the journal. Regression analysis discloses the factors influencing citations of JSTP articles. Factors explaining the citation count of JSTP articles include article age, number of author keywords, article length, title length and number of references.FindingsJSTP's influence has grown significantly in the scientific community, which is evidenced by findings relating to the citation counts, the thematic scope/variety and authorship features of the JSTP papers published during the last 30 years. JSTP attracts publications from around the globe, but most contributions come from the United States, United Kingdom and Australia. Although JSTP has continuously evolved with new and varied themes, a bibliographic coupling analysis clustered JSTP articles into five major clusters.Research limitations/implicationsThe limitations of the Scopus database may impact the study's results.Originality/valueThis study is the first to provide a comprehensive review of JSTP since its launch. It is useful to the editorial board and other JSTP stakeholders as well as service scholars alike.

From service quality to service theory and practice

2015 ◽  
Vol 25 (1) ◽  
pp. 2-9 ◽  
Author(s):  
Chatura Ranaweera ◽  
Marianna Sigala
Keyword(s):  
Service Management ◽  
Research Priorities ◽  
Considerable Change ◽  
Theory And Practice ◽  
Editorial Team ◽  
Service Research ◽  
Content Type ◽  
Research Perspectives ◽  
Personal Reflections ◽  
Service Theory

Purpose – The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP). Design/methodology/approach – Together with personal reflections of the authors, it is based on a review of literature on the past, the present and the future of service research, an analysis of a broad range of global environmental trends, as well as interviews, communications and feedback from eminent scholars in the field of service research. Findings – The paper sets out the expanded aims and scope for the JSTP. It also explains the rationale for the change in title and elaborates upon expectations for manuscripts submitted to the journal. Research limitations/implications – It identifies a set of research priorities for the journal and the field. Practical implications – It highlights the importance of translating theory into practice by making meaningful recommendations and action plans for firms and managers. Originality/value – This paper is written at a time when the journal has been undergoing considerable change, including retitling as well as the complete restructuring of the editorial team. It is also written at a time when the field of service management is being transformed by new approaches and research perspectives. As such, it is both necessary and timely.

scholarly journals Mapping of journal of services marketing themes: a retrospective overview using bibliometric analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naveen Donthu ◽  
Satish Kumar ◽  
Chatura Ranaweera ◽  
Debidutta Pattnaik ◽  
Anders Gustafsson
Keyword(s):  
Services Marketing ◽  
Service Industries ◽  
Bibliographic Coupling ◽  
Customer Engagement ◽  
Service Research ◽  
Service Encounters ◽  
Thematic Structure ◽  
Coupling Analysis ◽  
Content Type

Purpose Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is to provide a retrospective of the thematic structure of papers published in JSM over its publication history. Design/methodology/approach This study uses bibliometric methods to present a retrospective overview of JSM themes between 1987 and 2019. Using keywords co-occurrence analysis, this paper unveils the thematic structure of JSM’s most prolific themes. Bibliographic coupling analysis uncovers the research trends of the journal. Findings Leading authors, leading institutions, authors’ affiliated countries and critically, the dominant themes of JSM are identified. As its founding, JSM has published approximately 40 papers each year, with 2019 being its most productive year. On average, lead JSM authors to collaborate with 1.30 others. Keywords co-occurrence analysis identifies nine prominent thematic clusters, namely, “marketing to service”, “quality, satisfaction and delivery systems”, “service industries”, “relationship marketing”, “service failure, complaining and recovery”, “service dominant logic”, “technology, innovation and design”, “wellbeing” and “service encounters”. Bibliographic coupling analysis groups JSM papers into four clusters, namely, “brand & customer engagement behaviour”, “service co-creation”, “service encounters & service recovery” and “social networking”. Research limitations/implications This study is the first to analyse the thematic structure of JSM themes over its history. The themes are analysed across time periods and then compared to dominant themes identified in contemporary service research agendas. Recommendations are made based on the gaps found. This retrospective review will be useful to numerous key stakeholders including the editorial board and both existing and aspiring JSM contributors. The selection of literature is confined to Scopus. Originality/value JSM’s retrospection is likely to attract readership to the journal. The study’s recommendations regarding which areas have matured and which are still ripe for future contributions will offer useful guidelines for all stakeholders.

Behavioral strategy: mapping the trends, sources and intellectual evolution

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jamil Anwar ◽  
Aqsa Bibi ◽  
Nisar Ahmad
Keyword(s):  
Strategic Management ◽  
Dynamic Capabilities ◽  
Growth Patterns ◽  
Intellectual Structure ◽  
Strategic Management Journal ◽  
Behavioral Strategy ◽  
Management Journal ◽  
Content Type ◽  
Network Analyses ◽  
Scopus Database

PurposeThis paper presents a comprehensive review of academic research dedicated to the field of Behavioral Strategy. Based on a series of Bibliometric and network analyses, the paper identifies the prominent trend and growth patterns pertaining to the evolution of this important strategic management subfield; it documents which particular journals, articles and authors have most influenced its development, and it maps the intellectual structure and network of authors, publications and countries. Finally, the paper considers the substantive research themes emerging from the analyses reported, in terms of their implications for future work.Design/methodology/approachThe authors undertook a series of Bibliometric and network analyses of 217 relevant articles, published between 1975 and 2020, in journals listed in the Scopus database, using R-studio and VOSviewer. Articles incorporated in the study were selected based on relevant key terms searched from the title, abstract and list of keywords associated with each publication.FindingsThe results demonstrate that behavioral strategy has enjoyed robust and sustained growth, with widespread impact across many areas of the heterogeneous business and management field as a whole. Three distinct periods are identified: an infancy stage (prior to 1999); a steady growth stage (1999–2010); and a take-off stage (2011 onwards). The top three journals in terms of content coverage, based on the number of relevant articles published in relation to behavioral strategy, are Strategic Management Journal, Advances in Strategic Management (AiSM) and the Journal of Management, while the top three most influential journals, in terms of citations pertaining to Behavioral Strategy, based on an analysis of citations in the Scopus database, are Strategic Management Journal, Academy of Management Perspectives and Journal of Management Studies. Gerard P. Hodgkinson and Thomas C. Powell are the most prolific authors. The emerging themes based on intellectual structures have been identified as Behavioral Strategy, Behavioral Theory of Firm; Strategic Leadership and Dynamic Capabilities; and Strategic Cognition and Decision Making.Practical implicationsThe study contributes to knowledge advancement concerning Behavioral Strategy by opening new possibilities to discover important research areas.Originality/valueThe study is the first of its kind on Behavioral Strategy providing a comprehensive systematic literature review.

scholarly journals Carsharing: a systematic literature review and research agenda

2021 ◽  
Vol 32 (6) ◽  
pp. 55-91
Author(s):  
Brenda Nansubuga ◽  
Christian Kowalkowski
Keyword(s):  
Literature Review ◽  
Business Models ◽  
Theory And Practice ◽  
Service Research ◽  
Policy Makers ◽  
Content Type ◽  
Customer Base ◽  
State Of Research ◽  
Systematic Selection ◽  
Future Work

PurposeFollowing the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and to identify directions for future work. Specifically, this study details implications for service theory and practice.Design/methodology/approachSystematic selection and analysis of 279 papers from the existing literature, published between 1996 and 2020.FindingsThe literature review identified four key themes: business models, drivers and barriers, customer behavior, and vehicle balancing.Practical implicationsFor managers, the study illuminates the importance of collaboration among stakeholders within the automotive sector for purposes of widening their customer base and maximizing utilization and profits. For policy makers, their important role in supporting carsharing take-off is highlighted with emphasis on balancing support rendered to different mobility services to promote mutual success.Originality/valueThis is the first systematic multi-disciplinary literature review of carsharing. It integrates insights from transportation, environmental, and business studies, identifying gaps in the existing research and specifically suggesting implications for service research.

Relative measures in service research

2015 ◽  
Vol 29 (6/7) ◽  
pp. 448-452 ◽  
Author(s):  
Lerzan Aksoy ◽  
Jens Hogreve ◽  
Bart Lariviere ◽  
Andrea Ordanini ◽  
Chiara Orsingher
Keyword(s):  
Theory And Practice ◽  
Service Research ◽  
Brand Preference ◽  
Firm Resources ◽  
Content Type ◽  
Customer Perceptions ◽  
Relative Metrics ◽  
Novel Approach ◽  
Measurement Practices ◽  
Key Customer

Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design/methodology/approach – This conceptual paper draws upon prior theory and empirical research to investigate the relevance of using relative metrics compared to absolute metrics in service research. Findings – The findings upon which this paper draws upon show that measuring customer satisfaction, likelihood to recommend, brand preference using absolute metrics explain a very small per cent of the variance in key customer outcome measures such as share of wallet. Instead, a relative approach to these and other measures in service research is proposed. Practical implications – Although business practice has embraced relative measurement much more extensively than has scientific research, the vast majority of customer experience measurement programs today continue to employ absolute measures resulting in suboptimal allocation of firm resources. This paper is a call to rethink these current measurement practices. Originality/value – It is one of the first papers to argue for changing the widely employed use of absolute metrics in theory and practice in favor of relative metrics. Application to other service research theories is discussed.

scholarly journals Research patterns and intellectual structure of Managerial Auditing Journal: a retrospective using bibliometric analysis during 1986-2019

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Satish Kumar ◽  
Nitesh Pandey ◽  
Bruce Burton ◽  
Riya Sureka
Keyword(s):  
Bibliometric Analysis ◽  
Internal Control ◽  
Temporal Analysis ◽  
Intellectual Structure ◽  
Collaboration Network ◽  
Content Type ◽  
The Usa ◽  
Scopus Database ◽  
The Uk ◽  
Prolific Authors

Purpose The Managerial Auditing Journal (MAJ) started publication in 1986 and celebrates its 35th year of publication in 2020. The purpose of this study is to provide a detailed bibliometric analysis of the journal’s primary trends and themes between 1986 and 2019. Design/methodology/approach This study uses the Scopus database to analyse the most prolific authors in the MAJ along with their affiliated institutions and countries; the work also identifies the MAJ articles cited most often by other journals. A range of bibliometric devices is applied to analyse the publication and citation structure of MAJ, alongside performance analysis and science mapping tools. The study also provides a detailed inter-temporal analysis of MAJ publishing patterns. Findings The MAJ publishes around 40 articles each year with citations of this work steadily growing over time. The journal has attracted contributors from around the globe, most often affiliated with the USA, the UK and Australia. Thematic evolution of the journal’s themes reveals that it has expanded its scope to include topics such as internal auditing, internal control and corporate governance, whilst co-authorship analysis reveals that the journal’s collaboration network has grown to span the globe. Research limitations/implications As this study uses data from the Scopus database, any shortcomings therein will be reflected in the study. Originality/value This study provides the first overview of the MAJ’s publication and citation trends as well as the evolution of its thematic structure. It also suggests future directions that the journal might take.

A bibliometric analysis of managerial finance: a retrospective

2020 ◽  
Vol 46 (11) ◽  
pp. 1495-1517
Author(s):  
H. Kent Baker ◽  
Satish Kumar ◽  
Nitesh Pandey
Keyword(s):  
Bibliometric Analysis ◽  
Initial Public Offerings ◽  
Temporal Analysis ◽  
The United States ◽  
Bibliographic Coupling ◽  
Content Type ◽  
Public Offerings ◽  
The United Kingdom ◽  
Financial Decision ◽  
Number Of Citations

PurposeManagerial finance (MF) started publication in 1975 and celebrated its 45th anniversary in 2019. The purpose of this study is to provide a bibliometric analysis of MF between 1996 and 2019.Design/methodology/approachThis study uses the Scopus database to analyze the most frequent authors in MF along with their affiliated institutions and countries. It also identifies the most often cited MF articles. This study uses bibliometric indicators to analyze productivity and stature of MF. It also uses such tools as bibliographic coupling, keyword analysis and coauthorship analysis to analyze MF. Further, the study provides a temporal analysis of MF publishing across different ownership periods.FindingsMF publishes between 60 and 70 articles each year and its number of citations steadily grows. Although contributors to the journal come from around the globe, they most often are affiliated with the United States, the United Kingdom and Greece. Temporal analysis of journal's themes reveals that it has expanded its scope from accounting research to a much wider array of finance topics. Bibliographic coupling network analysis shows that major themes published in MF involve stock markets, corporate governance, banking, financial decision-making and initial public offerings.Research limitations/implicationsDue to the unavailability of bibliometric data, the analysis excludes an analysis of MF between 1975 and 1995.Originality/valueThis study provides the first overview of the MF's publication and citation trends as well as its thematic structure. It also suggests future directions that the journal might take.

scholarly journals Service action research: review and guidelines

2020 ◽  
Vol 34 (1) ◽  
pp. 87-99 ◽  
Author(s):  
Mattias Elg ◽  
Ida Gremyr ◽  
Árni Halldórsson ◽  
Andreas Wallo
Keyword(s):  
Action Research ◽  
Community Action ◽  
Research Community ◽  
Theory And Practice ◽  
Research Quality ◽  
Research Review ◽  
Service Research ◽  
Action Research Project ◽  
Content Type ◽  
Conducting Research

Purpose Conducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying the transformative role of service research and wanting to make contributions to both the research community and to practical development. By exploring the current use of action research in service research, this study aims to make suggestions for enhancing the contribution to theory and practice development and to propose criteria for research quality for action research in service research. Design/methodology/approach This study builds on a systematic literature review of the use of action research approaches in service research. Findings The study makes three main contributions. First, it posits that any action research project needs to consider the four elements of problem identification, theorization, creating guiding concepts and intervention. Second, based on these elements mirrored in service action research, it outlines and analyzes three approaches to action research (i.e. theory-enhancing, concept developing and practice-enhancing). Third, it suggests a move from instrumental to a more conceptual relevance of the research and elaborates on the criteria for research quality. Originality/value This study contributes to the understanding of how action research may be applied for conducting high-quality collaborative research in services and proposes measures to enhance research quality in action research projects focusing services.

Mapping the themes and intellectual structure of customer engagement: a bibliometric analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mukta Srivastava ◽  
Sreeram Sivaramakrishnan
Keyword(s):  
Content Analysis ◽  
Bibliometric Analysis ◽  
Deep Understanding ◽  
Intellectual Structure ◽  
Bibliographic Coupling ◽  
Customer Engagement ◽  
Content Type ◽  
Marketing Literature ◽  
Engagement Theory ◽  
Key Driver

PurposeCustomer engagement (CE) as a domain of research started gaining impetus when it became apparent that it can be a key driver of a firm's performance, competitive advantage and loyalty. The purpose of this study is to develop a deep understanding of the CE construct in marketing literature using bibliometric analysis.Design/methodology/approachIn this study, 940 articles were retrieved from Scopus, the well-known electronic database. Bibliographic coupling and co-occurrence analysis using VOSviewer along with content analysis were employed.FindingsAfter careful content analysis, six clusters were identified through bibliographic coupling: (1) modeling customer engagement, (2) customer engagement theory and empirical validation, (3) customer engagement and service-dominant logic, (4) customer engagement and social media, (5) customer engagement and brand platforms and (6) engagement in other contexts. The outcomes of this study would not only be valuable for scholars working in the CE domain, but could also be useful for practitioners and policymakers who wish to enhance their understanding about CE.Originality/valueOver the past decade, the research on CE construct has exploded owing to the growing interest of both scholars and practitioners in the field. Despite being a popular field of research, there is no published work on a comprehensive bibliometric analysis of the construct in marketing literature. The current study bridges this gap in the existing literature.

Profiling food festivals by type, name and descriptive content: a population level study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammet Kesgin ◽  
Rajendran Murthy ◽  
Rick Lagiewski
Keyword(s):  
Design Methodology ◽  
Population Level ◽  
The United States ◽  
Theory And Practice ◽  
Future Research ◽  
Brand Name ◽  
Empirical Examination ◽  
Content Type ◽  
Original Contribution ◽  
Country Food

PurposeThis research aims to classify and describe food festivals and examine the patterns in food festival naming and festival descriptions in online media.Design/methodology/approachThis research represents the first population-level empirical examination of food festivals in the United States using a purpose-built dataset (N = 2,626). Methodology includes text mining to examine food festival communications.FindingsFood festival size varies across local and regional spheres within the country. Food festivals employ geographical (place-, destination-based) associations in their names. Food festivals' descriptions and online communications showcase a welcoming environment predominantly emphasizing family-oriented and live entertainment experiences. Food festivals across the country show common naming patterns based on the elements of longevity, recurrence, location name, brand name, geographic scope, theme, and occasion.Originality/valueThe study makes an original contribution to the theory and practice by identifying festival forms, styles, functions, and their diversity. A population level examination of food festivals does not currently exist. Therefore, this research will serve as a foundation for scholarly work in the future and as a benchmark for evaluating current and future research.

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