Calls for papers


International Journal of Services Technology and Management
International Journal of Services Technology and Management


Special Issue on: “Service Interfaces and Service Strategy”

Guest Editor: Dr. Siegfried Gudergan and Dr. Ian Lings, University of Technology, Sydney, Australia

Service organisations continue to struggle to develop and implement successful service strategies. The service profit chain framework by Heskett et al. (1994, 1997), examining related interfaces between customers, employees and other organisational characteristics, is one of the better-known models to explain the sustainable competitiveness of service organisations. However, few researchers have focused on other theoretic frameworks, perhaps from the strategic management discipline; help shed light on the management of service interfaces.

Key questions for the successful management of service organisations include: what specific organisational practices, or bundles of practices, enhance the strategic performance of service organisations? What organisational systems and processes drive the effective and efficient implementation of service strategies? How can a service firm successfully manage its service interfaces?

The purpose of this special issue is to provide theoretical and empirical research that helps explain how service firms can manage organisational interfaces to enhance their strategic performance. Empirical research employing multiple methods, conceptual papers utilising a variety of theoretical perspectives, and manuscripts addressing multiple levels of analysis (e.g., individual, service unit, organisational) are especially encouraged.

Subject Coverage
Research papers on the following set of issues and similar topics are invited:
  • How do service resources, systems and processes enhance firm performance?
  • What underlies dynamic capabilities in service firms?
  • How do employees, technology and/or technology interfaces affect service firm performance?
  • How can organisations strategically align human resource management and marketing practices?
  • How do service and customer orientations influence the strategic performance of firms?

Notes for Prospective Authors

Submitted papers should not have been previously published nor be currently under consideration for publication elsewhere

All papers are refereed through a peer review process. A guide for authors, sample copies and other relevant information for submitting papers are available on the Author Guidelines page

Important Dates

Submissions should be sent no later than: 15 January, 2007