The service sector is a dominant contributor to GDP of most developed and developing nations. A large segment of the population is involved in this sector for their livelihood. It is a requisite that focused academic attention is directed at it. This is an imperative if the sector has to grow in a planned manner in the future. The on-line economy or new age businesses, most of which are service companies, had started with great fanfare but the life cycle of the ‘dotcom’ companies, hordes of which have gone bust, have proven at least one thing, among others, that the business modelling of these companies were not thought out in their entirety and that the assumptions and benchmarks that were used in strategy formulation were faulty at best.
This is obviously going to be there when a sunrise sector opens up but the kind of chaos that it has led-to the world over, especially in the stock markets, indicates that the thinkers, researchers and analysts were not able to see through the consequences and were not able to provide guidelines and propose relevant business models. This is avoidable (if at all partially) only when there is a corpus of research and analytical work to base decisions upon or to at least lend some objectivity to decision making.
The Journal of Services Research is an effort in this direction to help build and document such a corpus by promoting researchers from India and abroad to focus on issues related to services management and provide well researched and tested benchmarks for industry, and also to provide new directions for further research.
At Vedatya, we feel that it is relevant for us to take an initiative in harnessing academic and industry effort in order to further the boundaries of knowledge in our chosen area of endeavour. We look forward to inputs from relevant quarters-suggesting, criticising and contributing to the increased awareness and understanding of this sector.
You can subscribe to either the journal or download individual papers by clicking on the button below.
I am truly honored to have been selected as the new Editor-in-Chief of the Journal of Services Research. It is pleasing to learn that the Journal is moving towards a new phase of development and making a mark in the world of research and innovation. I owe a big thanks to the previous editor-in-chief whose passion made the journal more sought after by researchers. I would also like to offer a word of thanks to all our authors, readers, contributors, editors and anonymous reviewers who have volunteered to contribute to the success and repute of the journal and all of whom have been instrumental in ensuring the quality of the journal.
The JSR has grown significantly over the past twenty years and has paved an enormous platform for cutting-edge research in the fields like hospitality, culinary and business management. Nevertheless, our journal has a long history of producing quality research; we cannot undermine the significance of indexing and ranking. We are working on making our journal truly international and intend at getting our journal indexed with a higher ranking which is currently UGC CARE listed and ABDC indexed.
Our future agenda for JSR is to improve the quality by raising the profile of the stakeholders, adhering to the quality protocols of the research papers, and improving the processing time of the papers. With the above agenda in the pipeline, we intend to play an active role in soliciting quality research and innovations from researchers all across the world and make the journal a real influential publication. We firmly believe in the concept of synergy and thereby welcome all the stakeholders to engage with us in multiple ways, by subscribing, through reciprocal exchange agreements, as conference partners, and of course as contributors either as authors or as part of the editorial review board.
In the end, I would again express my gratitude to the leadership and the selection committee for electing me as the new Editor-in-Chief of this influential and impactful journal and to the efforts in ensuring a smooth transition.
Yours Sincerely
Dr. Anita Sharma
Editor-in-Chief
Journal of Services Research, Vedatya Institute
Associate Dean (Academics), Vedatya Institute
anita.sharma@vedatya.ac.in
Professor and Head of School, Vedatya Institute
sanjay.sharma@vedatya.ac.in
Visiting Faculty (PG Programs),
ISME School of management & Entrepreneurship,
Mumbai, Maharashtra, India
sonia@isme.co.in | sbharwaniphd@gmail.com
Professor,
Seneca College (School of Marketing),
York, Canada
raunica.ahluwalia@senecacollege.ca
Volume 23 | Number 1 | April – September 2023 |
Pankaj Misra, Anjana Pandey & Seema Nashier
Suneel Kumar, Kamlesh Attri, Varinder Kumar, Jyoti Thakur, Sanjeev Kumar & Isha Kumari Bhatt
Akshat Jain, & Prateek Jain
Aman Archie Benjamin & Poonam Viswakarma
Tawseef Ahmad Ganaie, & Mushtaq Ahmad Bhat
Nikhil K Mehta, Som Sekhar Bhattacharyya & Sumi Jha
Scope
The Journal of Services Research is a half-yearly double-blind peer-reviewed journal published in April and October every year. It invites original, research-based papers and cases in the area of services and business management. This journal publishes papers of interest to academicians and to practitioners of business, the papers range widely over different areas of business, operations, marketing, finance, production, HR, strategy or policy, services & technology. The journal has been providing opportunities for discussions and exchange of ideas across a wide spectrum of scholarly opinions to promote theoretical, empirical, and comparative research on problems confronting the business world.
Types of Publications
We consider the research papers and case studies for publication in JSR. Manuscripts submitted to JSR should neither be published previously nor be under consideration for publication in another journal.
Structure of Research papers /Case Study
These are original research manuscripts. The article should include the most recent and relevant references in the field (Scopus Indexed Journal). The structure should include Title, Author’s information, Abstract, Keywords, Introduction, Literature Review, Research Objectives and Methodology, Data Analysis & Interpretation, Discussion and conclusion, Managerial/Social Implications, Limitation and future scope of the study, and References. The word limit is between 5000 – 6000 words.
Submission Process
Authors should submit (Manuscripts) for JSR at jsr@vedatya.ac.in
Or
Online Manuscript Submission System:
https://www.vedatya.ac.in/research/journal-of-services-research/
The submitting author, who is generally the corresponding author, is responsible for the manuscript during the submission and peer-review process. The submitting author must ensure that all eligible co-authors have been included in the author list and that they have all read and approved the submitted version of the manuscript.
Double – Blind Peer Review
This journal operates a double-blind peer review process. All contributions will be initially assessed by the editor for suitability for the journal. Papers deemed suitable are then typically sent to a minimum of two independent expert reviewers to assess the scientific quality of the paper. The Chief Editor is responsible for the final decision regarding acceptance or rejection of articles. The Chief Editor’s decision is final. Chief Editor/Editors are not involved in decisions about papers which they have written themselves or have been written by family members or colleagues or which relate to products or services in which the editor has an interest. Any such submission is subject to all of the journal’s usual procedures, with peer review handled independently of the relevant editor and their research groups.
Abstract Style and Contents
Cover Letter
All submissions should be accompanied by a cover letter that includes a brief overview of the manuscript and the corresponding and contacting author contact information including full name, e-mail address, phone number, and mailing address (corresponding author and contacting author). It should be concise and explain why the content of the paper is significant, placing the findings in the context of existing work. It should explain why the manuscript fits the scope of the journal.
Author Biography
Authors are encouraged to add a biography (maximum 150 words) to the submission. This should be a single paragraph and should contain the following points:
Authors’ full names followed by current positions, education background including level of degree received, work experience, current and previous research interests, memberships of professional societies and awards received
Research and Publication Ethics
Ethical Guidelines for Authors
Ethical Guidelines for Reviewers
Ethical Guidelines for Editors-in-Chief/Editorial Board Members
Copyright
Upon acceptance of an article, authors will be asked to complete a ‘Journal Publishing Agreement’. An e-mail will be sent to the corresponding author confirming receipt of the manuscript together with a ‘Journal Publishing Agreement’ form or a link to the online version of this agreement.
In-text references
Reference Style
JSR adheres to the APA reference style. At the end of the paper, in the References section the literature should be arranged in alphabetical order. If they have the same author, they should be in chronological order. Full references should be mentioned at the end of the article in the following format (End of text referencing):
Journal article
Author surname, name year). Article title. Journal Name, vol. no.(issue no.), page range. DOI or URL
Book Author
Author surname, name (year). Book title. Publisher.
Eg. Kotler, Philip (1998). Marketing management. Pearson Education.
Chapter in book Author
Author surname, name (year). Chapter title. In A. Editor, (Ed.), Book title (pp. xxx–xxx). Publisher.
Website Author
Author surname, name (date). Title of work. Site Name. URL
Conference paper
Author surname, name (date). Title of contribution [Type of contribution]. Conference name, location. DOI or URL
Director,
Vedatya Institute,
Sohna Road, Garhi, Bazidpur,
Gurugram, Haryana 122102
sandeep.munjal@vedatya.ac.in
Dean,
BU School of Hospitality Administration, Boston University,
School of Hospitality Administration 928 Commonwealth Avenue,
Boston, MA 02446, USA
aupneja@bu.edu
Professor,
Business Research Methods at Birmingham Business School,
University of Birmingham, UK
m.n.k.saunders@bham.ac.uk
Professor of Information Systems and Technology Management,
Associate Dean of Part-Time and Executive Programs,
Graziadio Business School, USA
charla.brown@pepperdine.edu
Professor Emeritus, Tokyo Institute of Technology,
Acting Director, Forum of X-Center Japan (FoXc-J),
watanabe.c.pqr@gmail.com
Chargé de cours en gestion,
Department: Information Systems,
Decision Sciences and Statistics ESSEC Business School,
3 avenue Bernard Hirsch 95021 Cergy-Pontoise France
oconnor@essec.edu
Associate Professor,
School of Hotel, Restaurant and Recreation Management,
The Pennsylvania State University, 218 Mateer Building,
University Park, PA 16802
dac2@psu.edu
Professor of Tourism and Dean of The School of Events,
Tourism and Hospitality Management at Leeds Beckett University,
UK
r.thomas@leedsbeckett.ac.uk
Dean, Barron Hilton Distinguished Chair,
Conrad N. Hilton College of Hotel and Restaurant Management,
Houston, USA
der@uh.edu
Barron Hilton Professor of Lodging Management,
Fritz Knoebel School of Hospitality Management,
Daniels College of Business, University of Denver, USA
haragopal.parsa@du.edu
Clinical Professor of Marketing,
Department of Integrated Marketing,
Division of Programs in Business, NYU School of Professional Studies,
New York University, USA
ssg9@nyu.edu | sonjaya.gaur@nyu.edu
Brahim’s Endowed Chair Professor at Virginia Tech,
National Capital Region, Virginia, USA
mahmood@vt.edu
Professor and Director PGPM,
Great Lakes Institute of Management,
Gurgaon, Haryana, India
umashankar.v@greatlakes.edu.in
CEO, Roseate Hotels and Resorts,
Chairman of National Council on Tourism &Hospitality,
ASSOCHAM
kush.kapoor@roseatehotels.com
Head,
Department of Tourism and Hospitality Management,
Jamia Millia Islamia, New Delhi, India
shussain10@jmi.ac.in | sarahhussain136@gmail.com
Associate Dean and Professor – Marketing,
School of Entrepreneurship,
Rishihood University,
Sonepat, Haryana, India
kirti.d@rishihood.edu.in
Ideator | Innovator | Incubator & former Principal,
IHM Aurangabad, Maharashtra, India
satish.jayaram@tajhotels.com
Director,
ALZEA INDIA (Internships Abroad)
director@alzeaindia.com | manaktola@gmail.com
Chairperson & Skill Associate Professor,
Department of Tourism & Hospitality,
Skill Faculty of Management Studies & Research,
Shri Vishwakarma Skill University, Gurugram, Haryana, India
drsharmasavi@gmail.com
Director,
Intach Heritage Academy,
Indian National Trust for Art and Cultural Heritage,
New Delhi, India
parul.g.munjal@gmail.com
Managing Editor,
Worldwide Hospitality and Tourism Themes,
Emerald Publishing, U. K.,
richard@gullonline.org
Director,
Vedatya Institute,
Sohna Road, Garhi, Bazidpur,
Gurugram, Haryana 122102
sandeep.munjal@vedatya.ac.in
Associate Professor of Marketing,
Siena College, Loudonville, NY
anguyen@siena.edu
Professor of Marketing,
College of Business Faculty,
Fordham University, Rose Hill Campus,
Bronx, NY, USA
estelami@fordham.edu
Senior Lecturer in Marketing,
The York Management School,University of York, UK
alex.gillett@york.ac.uk
Professor,
The Business School,University of Jammu,
Jammu & Kashmir, India
alkasharma@jammuuniversity.ac.in | sharma.alka1568@gmail.com
Professor of Marketing,
Department of Marketing & International Business,
Minnesota State University, Mankato, MH, USA
juan.meng@mnsu.edu
Oxford Brookes University,
Department of HLTM, Business School,
Wheatley Campus, Wheatley, Oxford, UK
laltinay@brookes.ac.uk
Dean, School of Business,
Public Policy and Social Entrepreneurship AUD Kashmere Gate Campus
Lothian Road, Kashmere Gate, Delhi , India
kartik@aud.ac.in
Professor of Marketing
Sheldon B.Lubar School of Business,
Univ. of Wisconsin – Milwaukee, USA
amit@uwm.edu
Professor of Marketing,
School of Management, Clark University
kcoulter@clarku.edu
Professor & Director,
Bharatiya Vidya Bhavan’s Usha & Lakshmi Mittal Institute of Management,
New Delhi, India
durgamohan@bulmim.ac.in | durgamohan27@yahoo.com
Professor,School of Hospitality Management,
Pennsylvania State University, University Park,
PA, USA
asharma@psu.edu
Charles Clarke Reynolds Professor of Retailing & Marketing at Babson College,
Massachusetts, USA
aroggeveen@babson.edu
Associate Professor, Department of Management,
Bhilai Institute of Technology Bhilai House,
Durg Chhattisgarh, India
ash_chandra@rediffmail.com
Lecturer at GIFT University,
Lahore District, Punjab, Pakistan
muhammad.saeed@gift.edu.pk | kshfsaeed@yahoo.com
Associate Professor, Marketing,
DBA Boston University, USA
nnasr@bentley.edu
Professor, Hospitality and Tourism Management,
College of Merchandising, University of North Texas,
Denton, USA
Bharath.Josiam@unt.edu
Professor,
Indian Institute of Management-Kozhikode,
Kerala, India
atanu.adhikari@iimk.ac.in
Associate Professor of Marketing,
Long Island University,
Brooklyn Campus, NY, USA
naoual.amrouche@liu.edu
Reader and Head of Doctoral Programmes,
Oxford Brookes Business School,
Oxford Brookes University,
Oxford, UK
dbowen@brookes.ac.uk
Professor, Department of Marketing and Information System,
School of Business Administration, American University of Sharjah,
University City, Sharjah, UAE
pkchathoth@aus.edu
Professor, Schwartz School of Business,
St. Francis Xavier University,
Nova Scotia, Canada
rpalanis@stfx.ca
Associate Professor,
Rajiv Gandhi Institute of Petroleum Technology,
Rae Bareli, UP, India
skar@rgipt.ac.in
Associate Professor and Graduate coordinator,
Department of Marketing and Consumer Studies,
University of Guelph, Ontario, Canada
vkanetka@uoguelph.ca
Professor, Head & Rector (Udhampur Campus),
University of Jammu,
Jammu & Kashmir, India
hardeepchahal@jammuuniversity.ac.in | drhardeepchahal@gmail.com
Associate Professor & Head-MDPs/EDPs,
School of Entrepreneurship & Management Studies (SEAMS),
SRM University, Amaravati, AP, India
vimal.b@srmap.edu.in | vimalsairam@gmail.com
Chairperson & Skill Associate Professor,
Department of Tourism & Hospitality,
Skill Faculty of Management Studies & Research,
Shri Vishwakarma Skill University, Gurugram, Haryana, India
drsharmasavi@gmail.com
Director, Intach Heritage Academy,
Indian National Trust for Art and Cultural Heritage,
New Delhi, India
parul.g.munjal@gmail.com
Associate Dean and Professor – Marketing,
School of Entrepreneurship,
Rishihood University,
Sonepat, Haryana, India
kirti.d@rishihood.edu.in
Ideator | Innovator | Incubator & former Principal,
IHM Aurangabad, Maharashtra, India
satish.jayaram@tajhotels.com
Director- ALZEA INDIA (Internships Abroad)
director@alzeaindia.com | manaktola@gmail.com
Head, Department of Tourism and Hospitality Management,
Jamia Millia Islamia (Central University),
New Delhi, India
shussain10@jmi.ac.in | sarahhussain136@gmail.com
Director of Teaching and Learning,
Australian Institute of Professional Counsellors
Locked Bag 15, Fortitude Valley, Brisbane QLD 4006, Australia
raja.kannusamy@aipc.net.au
Associate Professor | Management Department,
Dahlkemper School of Business
Gannon University, USA
arghode001@gannon.edu
Associate Professor,
IIM Nagpur, India
somdata@gmail.com | som@iimnagpur.ac.in
Associate Professor,
IIM Mumbai, India
nkm@iimmumbai.ac.in
Associate Professor,
Institute of Information Technology & Management.
Affiliated to Indraprastha University,
New Delhi, India
malavika.iitm@gmail.com
Associate Professor,
Presidency University
Bengaluru, India
prachi.beriwala@presidencyuniversity.in
Editorial Board
JSR’s editorial board is composed of recognized experts in the field. Complete details of the editorial board i.e. full names, affiliations and contact information of the members is available on the journal website. JSR Chief Editor has full authority over the entire editorial content of the journal and the timing of publication of that content. In addition to the corresponding author, reviewers, potential reviewers, other editorial advisers, and the publisher, as appropriate, the JSR Editorial Board will not disclose any information about a submitted manuscript to anyone else.
Duties of Authors
Authors should ensure that they have written and submit only entirely original works, and if they have used the work and/or words of others, that this has been appropriately cited. It is unethical and unacceptable to submit the same manuscript to more than one journal simultaneously. Manuscripts published in another journal should not be submitted for consideration at JSR. Any conflict of interest that might be construed as influencing the results or interpretation of the results should be disclosed as early as possible (generally by submitting a disclosure note at the time of submission and including an acknowledgement in the manuscript) by the authors. It is the responsibility of authors to promptly notify the journal’s editors whenever they discover significant errors or inaccuracies in their own work and collaborate with them to either resolve the issue through an erratum or retract the paper. In the event where the editorial board learns that the published work contains a significant error or inaccuracy from a third party, it is the authors’ responsibility to correct the paper immediately, retract it, or provide proof that it is correct to the JSR editorial board.
Peer Review Process
At JSR it is the responsibility of the editors to ensure that all submitted manuscripts being considered for publication undergo peer-review by at least two reviewers who are experts in the field. Peer review assists editors in making editorial decisions and, through editorial communications with authors, may assist authors in improving their manuscripts. It is the duty of the reviewers to respect the confidentiality of peer review, and not discuss the manuscript or contact the authors or any other people about the manuscript. Peer reviewers are required to provide an objective and constructive explanation for their recommendation.
Publication Ethics
Journal publishing is always a team effort. In no case shall the JSR or its editors encourage any misconduct, or knowingly allow any misconduct to take place. As a first step to addressing any research misconduct the JSR editors, publishers, and other team members will discuss the concerns raised. The journal can also take legal advice if needed and in particular where issues involve potential defamation, breach of contract, privacy, or copyright infringement.
Copyright and Access
Complete copyright and access information is clearly described on the journal’s website. Also, information has been provided about the way(s) in which the journal and individual articles can be accessed by readers, also subscription information is available at the JSR website.
Ownership and Management
Complete details about the ownership or management of the journal of services research is provided on the journal website.
Website
The JSR website contains complete information about the journal, editorial board, reviewer board, publisher, authors, articles, publication guidelines, subscription information, call for papers, and contact details etc. for potential authors/researchers.
Publishing Schedule
The journal of services research publishes with a biannual frequency. The first issue, volume 1, issue 1, was published in the year 2001.
Name of journal
The Journal of Services Research which was started in the year 2001, is an effort in the direction to help build and document such a corpus by promoting researchers from India and abroad to focus on issues related to services management and provide well researched and tested benchmarks for the industry, and also to provide new directions for further research.
Place of publication
Gurugram, Haryana, India
Periodicity of its Publication
Twice a Year (April & October)
Printer’s Name
Mr. Neeraj Kodesia
Whether Citizen of India
Yes
Address
A-52, 2nd Floor,
FIEE Complex Okhla Industrial Area,
Phase-II , New Delhi -110020
Publisher’s Name
Mr.Amit Kapur
Whether Citizen of India
OCI
Address
D2a/5, 1st Floor, Vasant Vihar-1
New Delhi-110057
Chief Editor’s Name
Prof. Sandeep Munjal
Whether Citizen of India
Yes
Address
B-22 Sushant Lok2,
Sector 56, Gurugram,
Hrayana 122011
Printing Press with address
Premier Fine Printers Publishers Pvt. Ltd.,
Plot No. 167, IMT Manesar,
Haryana-122050
Name & address of the individuals who own the newspaper and partners or shareholders holding more than one percent of the total capital
Vedatya Institute managed by
UMAK Educational Trust,
Sohna Road, Garhi Bazidpur,
Gurugram, Haryana -122102,
India
I Amit Kapur hereby declare that the particulars given are true to the best of my knowledge and belief.
Dr. Anita Sharma
Mr. Manoj Kumar
Ms. Kanika Thakran
Journal of Services Research
Vedatya Institute
Sohna Road, Garhi Bazidpur
Gurugram, Haryana -122102
jsr@vedatya.ac.in