Revisit: Service Innovation


Anatomy of Service Innovation, Special issue of Journal of Business Research, Edited by Aron O'Cass, Michael Song and Li Yuan; Deadline 18 Dec 2010

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Anatomy of Service Innovation
Call for Papers, Special Issue of Journal of Business Research
Deadline: 18 December 2010

Services marketing literature is undergoing dramatic shifts in response to a wide range of challenges. The directions theory and practice is heading is moving fast. Increasingly, technology developments, globalization, marketplace turbulence, and increasingly knowledgeable customers seeking quality, innovative services drives the pace and direction of change. Notably the notion of service innovation and quality are of central importance in contemporary services marketing. Yet despite the theoretical and managerial importance of these issues, understanding is meager and divergent regarding the nature of service innovation and quality, its role and importance in services marketing for both the customer and the firm.

This special issue is to bring together, on an international scale, research on services innovation and service quality in business organizations. In particular, theoretical, methodological, and/or empirical research papers in any sector of business are invited in the following specific topics and themes of interest, but not limited to:

  • Anatomy of service quality from the views of multiple parties (e.g. the firm, the customer, third parties)
  • The role of creativity in the design and delivery of new services
  • Creating value through service quality
  • Creating and managing service quality
  • Online and offline issues in service quality
  • Quality-driven processes in firms services innovation
  • Competitive intensity and the role of services innovation
  • Role of innovation in services branding
  • RBV-DC theory in services quality and innovation
  • Managerial and cross-functional implications of services innovation and quality
  • Determinants to service innovation success.

The deadline for submission of papers for this special issue is 18 December 2010 and the tentative publication date is 30 June 2012. Submissions should be sent electronically to Aron O’Cass for this special issue. Those with questions about the acceptability of proposed topics are urged to contact the guest-editors as soon as possible. JBR Guest Editors:

The format for submissions to the Journal of Business Research can be found at

Authors need to adhere strictly to the Journal of Business Research formatting requirements for their submission.