Katrin Scherschel

PhD Student
BA Business Management from Edinburgh Napier University, UK and University of Heilbronn, Germany

Academic and research departments

Surrey Business School.

My research project

My publications


Benoit S, Scherschel K, Ates Z, Nasr L, Kandampully J (2017) Showcasing the diversity of service research: theories, methods and success of service articles.,Journal of Service Management 28 (5) pp. 810-836 Emerald
Purpose of the paper:

This study aims to make two main contributions: (1) showcase
the diversity of service research in terms of the variety of used theories and methods
and (2) explain (post publication) success of articles operationalized as interest in an
article (downloads), usage (citations), and awards (best paper nomination). From
there, three sub-contributions are derived: (1) stimulate a dialogue about existing
norms and practices in the service field, (2) enable and encourage openness amongst
service scholars, and (3) motivate scholars to join the field.


A mixed method approach is used in combining quantitative and qualitative
research methods while analyzing 158 Journal of Service Management articles on
several criteria such as their theory, methodology, and main descriptive elements
(e.g., number of authors or references) and then using automated text analysis (e.g.
investigating the readability of articles, etc.).


The results show that the Journal of Service Management publishes a large
variety of articles with regards to theories, methods of data collection, and types of
data analysis. For example, JOSM has published a mixture of qualitative and
quantitative articles and papers containing firm-level and customer-level data.
Further, the results show that even though conceptual articles create the same amount
of interest (downloads), they are used more (citations).


This article presents many descriptive results which do not allow for
making inferences toward the entire service research discipline. Further, it is only
based on one service research journal (Journal of Service Management) through a 5
year span of publication.


The results have a number of implications for the discipline that are
presented and discussed. Amongst them are that: (1) the discipline should be more
open towards conceptual articles, (2) service research shows an imbalance towards
theory testing, (3) there is more potential to work with transactional data, and (4)
writing style should be more accessible (i.e. readable).
Originality: This article is the first to conduct an in-depth analysis of service research
articles to stimulate dialogue about common publishing practices in the Journal of
Service Management and to increase the openness of the field.

Additional publications