Focus and Scope

The journal considers manuscripts in the following areas:

• Customer value and value creation
• Customer experience and customer engagement
• Service quality and service operations
• Operations strategy and operational performance
• Quality management and continuous improvement
• Lean, agile, and process excellence
• Supply chain and logistics management
• Digital transformation and smart operations
• Innovation capability and process innovation
• Productivity, efficiency, and performance measurement
• Omnichannel and technology-enabled service
• Sustainable operations and responsible value creation

Interdisciplinary manuscripts are welcome when the contribution is clearly anchored in the journal's principal field. Manuscripts that are primarily outside the scope, are purely descriptive without scholarly contribution, or lack adequate methodological or analytical rigor may be declined during editorial screening.