Article Guidelines

Articles must be written in English using clear, formal, and academically appropriate language.

Language and Manuscript Format

Manuscripts should:

  • Be submitted in editable Microsoft Word format (.doc or .docx)
  • Use a one-column layout
  • Use 1.15 line spacing
  • Contain approximately 3,500–8,000 words
  • Use A4 paper size (210 × 297 mm)
  • Follow the font, margins, heading structure, and other formatting requirements specified in the official journal template

The standard research-article structure is: TITLE – ABSTRACT – KEYWORDS – INTRODUCTION – LITERATURE REVIEW – METHODS – RESULTS AND DISCUSSION – CONCLUSION – ACKNOWLEDGMENTS – REFERENCES.

Additional declarations should be included where applicable.

Title

The title should be concise, specific, informative, and representative of the principal contribution of the manuscript. The recommended length is 8–20 words.

Abstract

The abstract must be written in one paragraph of 100–250 words and should concisely present the research problem or context, objective, method, principal findings, originality or contribution, and implications. It must be self-contained and should not contain citations, tables, figures, or equations.

Keywords

Provide 3–5 specific keywords or short phrases representing the principal concepts of the article.

Introduction

The Introduction should establish the research context and problem, synthesize relevant previous scholarship, identify the research gap and novelty, and clearly state the research objective, question, or hypothesis.

Literature Review / Theoretical Framework

The literature review should critically synthesize relevant theories and previous studies, define key concepts, establish theoretical relationships, and demonstrate how the study extends existing knowledge.

Methods

The Methods section should describe the research design, customer or organizational context, population or unit of analysis, sampling, variables or constructs, instruments or operational data, data-collection procedures, analytical techniques, and ethical considerations. Studies using service, process, supply-chain, quality, customer-experience, or performance data should define indicators and measurement procedures clearly and report relevant reliability, validity, diagnostic, or robustness procedures.

Results and Discussion

Results should be presented clearly and systematically without unnecessary repetition between text, tables, and figures.

The Discussion should interpret the findings, relate them to theory and previous research, explain agreements or differences with existing evidence, identify implications, and acknowledge relevant limitations.

Conclusion

The Conclusion should directly address the research objective or question, state the principal contribution, and identify relevant implications for customer-value creation, service management, operational excellence, quality improvement, supply-chain performance, digital operations, or managerial practice. It should not introduce new findings.

Tables and Figures

Tables and figures must be numbered consecutively and cited in the text. Table captions should be placed above the table, while figure captions should be placed below the figure. Tables should avoid vertical lines. Figures must be provided in good resolution and should not be screenshots when an original graphic is available.

References

References must follow APA Style, 7th Edition.

The main references should consist primarily of relevant and up-to-date international journal articles and conference proceedings. At least 80% of references should be relevant primary sources published within the last five years, except where seminal or foundational works remain necessary.

  • A minimum of 25 references is required for an original research article.
  • A minimum of 50 references is required for a review or survey article.

Authors must use reference-management software such as Mendeley, Zotero, EndNote, or another compatible citation manager, selecting APA 7th Edition as the reference style. Every in-text citation must correspond to a reference-list entry and vice versa. DOI information should be included where available.