Submission Guidelines for Special Issue of
ISSN: 0956-4233
"Helping you develop a broader understanding of the research and developments defining the rapidly growing service industry.

Notes for Contributors

Guide for Initial Submission

Please submit your manuscript with a cover letter/e-mail containing the following imperative statements: (Click here for a sample cover letter/e-mail.)

1. Title and the central theme of the article.
2. Which subject/theme of the Journal the material fits.
3. Why the material is important in its field and why the material should be published in this Journal.
4. Nomination of up to four recognized experts who would be considered appropriate to review the submission. Please state (1) the names, title, addresses, phone, fax, and email addresses of these reviewers, (2) the expertise of each reviewer relating to your paper, and (3) your relationship with each of them. An attempt will be made to select at least one of the reviewer nominations.
5. The fact that the manuscript contains original unpublished work and is not being submitted for publication elsewhere

Note that author name(s) must not appear anywhere else in the manuscript except in the title page and the reference list (if cited). No information can be placed in the properties of the manuscript's electronic file. Inappropriate submissions will be returned to authors. Factors leading to this action include submission with improper or no cover letter, excessive length, technically inappropriate material, single spaced body of text, subject of no interest to readers, manuscripts simultaneously submitted to other publications, and manuscripts not adhering to author guidelines. Non-English speaking author should have his/her paper proofread by a professional technical writer for grammatical and spelling corrections as well as the readability of the paper, before submitting it to the Editor.

A complete submission must include: (1) the cover letter, (2) the title page, and (3) the manuscript without authors' names in three separate MS-Word files. These files should be submitted electronically to :

Dr. Eldon Y. Li
Guest Editor


Articles submitted to the journal should be original contributions and should not be under consideration for any other
publication at the same time. Authors submitting articles for publication warrant that the work is not an infringement of
any existing copyright and will indemnify the publisher against any breach of such warranty. For ease of dissemination
and to ensure proper policing of use, papers and contributions become the legal copyright of the publisher unless
otherwise agreed. Submissions in Word2000 format should be sent electronically to:

Editorial objectives

The focus of the journal is service management research. The aim of the journal is to provide a communication medium
for all those working in the service management field irrespective of discipline, functional area, sector or nationality. As a research journal contributions are particularly welcomed from academics.  Practitioners working in the field are also encouraged to contribute.

Editorial scope

Articles should be based on empirical data, qualitative or quantitative, and underpinned by appropriate literature.
Conceptual papers or those reporting practical experience may also be considered. The main requirements for acceptance of an article are that it makes an original contribution to the field and that the management issues with which it is concerned are of interest across functional and/or sector boundaries. Examples of such issues include:

  •  Strategy;
  • Networks;
  • Quality;
  • The service environment;
  • Customer satisfaction;
  • Support for service;
  • Productivity;
  • Technological applications and development;
  • Innovation;
  • Flexibility;
  • Performance measurement;
  • Relationships, and Quantitative applications.

  • The reviewing process

    Each paper is reviewed by the editor and, if it is judged suitable for this publication, it is then sent to two referees for
    double blind peer review. Based on their recommendations, the editor then decides whether the paper should be accepted as is, revised or rejected.

    Manuscript requirements

    Three copies of the manuscript should be submitted in double line spacing with wide margins. All authors should be
    shown and author's details must be printed on a separate sheet and the author should not be identified anywhere else in the article.

    As a guide, articles should be between 4,000 and 5,000 words in length. A title of not more than eight words should be
    provided. A brief autobiographical note should be supplied including full name, affiliation, e-mail address and full international contact details. Authors must supply an abstract of 100-150 words. Up to six keywords should be included which encapsulate the principal subjects covered by the article.

    Where there is a methodology, it should be clearly described under a separate heading. Headings must be short, clearly
    defined and not numbered. Notes or Endnotes should be used only if absolutely necessary and must be identified in the text by consecutive numbers, enclosed  in square brackets and listed at the end of the article.

    Figures, charts and diagrams should be kept to a minimum. They should be provided both electronically and as good
    quality originals. They must be black and white with minimum shading and numbered consecutively using arabic numerals.

    Artwork should be either copied or pasted from the origination software into a blank Microsoft Word document, or saved
    and imported into a blank Microsoft Word document. Artwork created in MS Powerpoint is also acceptable. Artwork may be submitted in the following standard image formats: .eps - Postscript, .pdf - Adobe Acrobat portable document, .ai - Adobe Acrobat portable document, .wmf - Windows Metafile. If it is not possible to supply graphics in the formats listed
    above, authors should ensure that figures supplied as .tif, .gif, .jpeg, .bmp, .pcx, .pic, .pct are supplied as files of at least
    300 dpi and at least 10cm wide.

    In the text the position of a figure should be shown by typing on a separate line the words "take in Figure 2". Authors
    should supply succinct captions.

    For photographic images good quality original photographs should be submitted. If submitted electronically they should
    be saved as tif files of at least 300dpi and at least 10cm wide. Their position in the text should be shown by typing on a separate line the words "take in Plate 2".

    Tables should be kept to a minimum. They must be numbered consecutively with roman numerals and a brief title. In the
    text, the position of the table should be shown by typing on a separate line the words "take in Table IV".

    Photos and illustrations must be supplied as good quality black and white original half tones with captions. Their position
    should be shown in the text by typing on a separate line the words "take in Plate 2".

    References to other publications should be complete and in Harvard style. They should contain full bibliographical details
    and journal titles should not be abbreviated. For multiple citations in the same year use a, b, c immediately following the year of publication. References should be shown within the text by giving the author's last name followed by a comma and year of publication all in round brackets, e.g. (Fox, 1994). At the end of the article should be a reference list in alphabetical order as follows

    (a) for books
    surname, initials and year of publication, title, publisher, place of publication, e.g.Casson, M. (1979), Alternatives to the
    Multinational Enterprise, Macmillan, London.

    (b) for chapter in edited book
    surname, initials and year, "title", editor's surname, initials, title, publisher, place, pages, e.g.Bessley, M. and Wilson, P.
    (1984), "Public policy and small firms in Britain", in Levicki, C. (Ed.), Small Business Theory and Policy, Croom Helm, London, pp.111-26. Please note that the chapter title must be underlined.

    (c) for articles
    surname, initials, year "title", journal, volume, number, pages, e.g.Fox, S. (1994) "Empowerment as a catalyst for change:
    an example from the food industry", Supply Chain Management, Vol 2 No 3, pp. 29-33

    If there is more than one author list surnames followed by initials. All authors should be shown.

    Electronic sources should include the URL of the electronic site at which they may be found, as follows:
    Neuman, B.C.(1995), "Security, payment, and privacy for network commerce", IEEE Journal on Selected Areas in
    Communications, Vol. 13 No.8, October, pp.1523-31. Available (IEEE SEPTEMBER)

    Notes/Endnotes should be used only if absolutely necessary. They should, however, always be used for citing Web sites.
    They should be identified in the text by consecutive numbers enclosed in square brackets and listed at the end of the article. Please then provide full Web site addresses in the end list.

    Final submission of the article

    Once accepted for publication, the final version of the manuscript must be provided, accompanied by a 3.5" disk of the
    same version labelled with: disk format; author name(s); title of article; journal title; file name.

    Each article must be accompanied by a completed and signed Journal Article Record Form available from the Editor or
    on Authors should note that proofs are not supplied prior to publication.

    The manuscript will be considered to be the definitive version of the article. The author must ensure that it is complete,
    grammatically correct and without spelling or typographical errors.

    In preparing the disk, please use one of the following preferred formats: Word, Word Perfect, Rich text format or

    Technical assistance is available from Emerald's Literati Club on or by contacting Mike
    Massey at Emerald, e-mail: