Journal of Service Management

Aims & Scope

The Journal of Service Management focuses on service management research.

The journal publishes papers that show a unique and significant contribution to service literature, and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector or nationality.

The journal publishes double-blind reviewed papers that focus on service literature/theory and its applications in practice.

View Aims & Scope

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Metrics & Ranking

Impact Factor

Year	Value
2025	7.9

h-index

Year	Value
2024	96

Journal Rank

Year	Value
2024	596

Journal Citation Indicator

Year	Value
2024	1787

SJR (SCImago Journal Rank)

Year	Value
2024	3.348

Quartile

Year	Value
2024	Q1

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Abstracting & Indexing

Journal is indexed in leading academic databases, ensuring global visibility and accessibility of our peer-reviewed research.

• Scopus
• Google Scholar
• Web of Science

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Subjects & Keywords

Journal’s research areas, covering key disciplines and specialized sub-topics in Business, Management and Accounting, designed to support cutting-edge academic discovery.

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Most Cited Articles

The Most Cited Articles section features the journal's most impactful research, based on citation counts. These articles have been referenced frequently by other researchers, indicating their significant contribution to their respective fields.

• Brave new world: service robots in the frontline

  Citation: 1615

  Authors: Jochen, Paul G., Werner H., Thorsten, Vinh Nhat, Stefanie, Antje

• Understanding Generation Y and their use of social media: a review and research agenda

  Citation: 816

  Authors: Ruth N., A., Ankie, Nanne, Sertan, Thorsten, Yuliya, David

• Crowd‐funding: transforming customers into investors through innovative service platforms

  Citation: 717

  Authors: Andrea, Lucia, Marta, A.

• Technological disruptions in services: lessons from tourism and hospitality

  Citation: 657

  Authors: Dimitrios, Tracy, Vanja, Giampaolo, Srikanth, Charles

• Customer experience challenges: bringing together digital, physical and social realms

  Citation: 592

  Authors: Ruth N., Janet R., Lilliemay, Andrew, Chiara, Lars, Mohamed

• Service as business logic: implications for value creation and marketing

  Citation: 561

  Authors: Christian, Annika

• A customer‐dominant logic of service

  Citation: 523

  Authors: Kristina, Tore, Karl‐Jacob, Bo, Erik, Per

• Managing brands and customer engagement in online brand communities

  Citation: 509

  Authors: Jochen, Anouk, Josée, Csilla, B., Joris, Zeynep, Jay

• Capabilities for managing service innovation: towards a conceptual framework

  Citation: 485

  Authors: Pim, Wietze, Mark W.

• How to transform consumers into fans of your brand

  Citation: 477

  Authors: Benedikt, Werner

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