Journal of Services Marketing

Aims & Scope

The Journal of Services Marketing (JSM) has been a leader in services marketing thought and cutting-edge research for thirty years.

Published articles address a range of services-related issues of interest to marketing scholars and relevant to marketing professionals who represent a broad range of service industries. JSM articles are conceptually rich, empirically rigorous and each contain a section that highlights implications for practice.  We now live in a world where we have access to global markets at the click of a button, and where there is increased collaboration between customers, organizations and competitors, and a market consciousness about the importance of preserving natural resources and communities.

We therefore strongly encourage research that is innovative that investigates new ways of thinking about how to best serve our markets.

View Aims & Scope

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Metrics & Ranking

Impact Factor

Year	Value
2025	4.5

SJR (SCImago Journal Rank)

Year	Value
2024	1.364

Quartile

Year	Value
2024	Q1

h-index

Year	Value
2024	130

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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.

• Customer satisfaction with services: putting perceived value into the equation

  Citation: 1051

  Authors: Gordon H.G., Terrence

• Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic

  Citation: 619

  Authors: Loïc, Rubén

• The effect of the servicescape on customers’ behavioral intentions in leisure service settings

  Citation: 599

  Authors: Kirk L., Jeffrey G.

• The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

  Citation: 462

  Authors: Jonathan, Janghyuk, Lawrence

• SERVQUAL revisited: a critical review of service quality

  Citation: 458

  Authors: Patrick, Karl J., John E.

• Self‐service technology adoption: comparing three technologies

  Citation: 453

  Authors: James M., Matthew L.

• Tracking service failures and employee recovery efforts

  Citation: 428

  Authors: K. Douglas, Scott W., Holly M.

• The Importance of Servicescapes in Leisure Service Settings

  Citation: 426

  Authors: Kirk L., Jeffrey G.

• Service recovery: Impact on satisfaction and intentions

  Citation: 419

  Authors: Richard A., Gilbert D., Robert D.

• The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

  Citation: 416

  Authors: Seungoog, Sharon E., Michael A.

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