This editorial outlines the vision that new Journal of Service Research team has about moving service research forward, which requires more than just duplicating past. We encourage authors to be forward-looking and futuristic in their orientation. In this way, JSR can help guide future.

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. Although a number of studies have highlighted the critical role of CRM systems in organizational performance, the link between CRM systems and individual work performance is still under investigation. In order to fill this research gap, the current...

background:students are the main customers of the universities. thus, their perceptions and expectations of the educational quality is of great importance in planning for quality improvement. this study is aimed on evaluating the quality of clinical education in hospitals affiliated with kerman university of medical sciences. methods: this is a descriptive-analytical study. three hundred and th...

The notion of Customer Relationship Management (CRM) has been shown to be a worthwhile strategy in many service industries. This coupled with Internet advances means that it is now possible and even beneficial to extend CRM practices on the Internet (eCRM) and integrate them with the offline CRM programme. eCRM has can boost guests' satisfaction and patronage in the hospitality industry, as Int...

Although service innovation has long been considered crucial for economic development, systematic and comparable empirical evidence elaborating the activities and effects of service innovation, particularly from a smalland medium-sized enterprise (SME) perspective, is limited. To fill this research gap, this study focused on the innovative behaviors of SMEs in service industries to clarify the ...

PURPOSE This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. DESIGN/METHODOLOGY/APPROACH The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis t...

INTRODUCTION Interprofessional collaboration among health care professionals yields improved patient outcomes, yet many students in health care programs have limited exposure to interprofessional collaboration in the classroom and in clinical and service-learning experiences. This practice gap implies that students enter their professions without valuing interprofessional collaboration and the ...