From service quality to service theory and practice

Abstract

Purpose– The purpose of this editorial paper is to set out the vision for theJournal 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 theJSTP. 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.