Journal of Service Theory and Practice

Aims & Scope

Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners.

Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world.

JSTP gives prominence to research based on real world data, be it quantitative or qualitative.

The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management.

JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners.

The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations.

These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility.

The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.

View Aims & Scope

---

Metrics & Ranking

Impact Factor

Year	Value
2025	4.4

SJR (SCImago Journal Rank)

Year	Value
2024	1.049

Quartile

Year	Value
2024	Q1

h-index

Year	Value
2024	104

Journal Rank

Year	Value
2024	4465

Journal Citation Indicator

Year	Value
2024	563

---

---

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

---

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.

---

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.

• Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

  Citation: 425

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

• Customer journeys: a systematic literature review

  Citation: 276

  Authors: Asbjørn, Knut

• Customer experience – a review and research agenda

  Citation: 250

  Authors: Rajnish, Jayesh, Shilpa

• Engagement platforms in the sharing economy

  Citation: 208

  Authors: Christoph F., Roderick J.

• Improving service quality through customer journey analysis

  Citation: 189

  Authors: Ragnhild, Knut, Asbjørn

• Engagement valence duality and spillover effects in online brand communities

  Citation: 176

  Authors: Jana Lay-Hwa, Jodie, Linda D., Vilma, Birgit Apenes

• Institutions as resource context

  Citation: 143

  Authors: Kaisa, Stephen L

• Co-designing services with vulnerable consumers

  Citation: 130

  Authors: Timo, Jakob, Lisa, Sharyn

• The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion

  Citation: 115

  Authors: Won-Moo, Tae Won, Su-Jin

• Engagement platforms

  Citation: 103

  Authors: Lorena, Blanca Isabel, Julio

---