A reductionist view of the role of an editor would be that it is but a series of service transactions—receive a manuscript, assign reviewers, read the manuscript, read the reviews, write a decision letter, pick up the next one and repeat the process. Lest the reader be horrified that as an editor I have viewed my decision letters as no more than hamburgers at a fast food drive-through (and you are probably grumbling about applying the word “fast” to editorial decisions), let me elaborate on why applying a service lens to the editor’s role is appropriate and useful.
- Customer Service
- Organizational Citizenship Behavior
- Citizenship Behavior
- Peer Review Process
- Service Recovery
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
This is a preview of subscription content, access via your institution.
Unable to display preview. Download preview PDF.
Barbuto, J. E., & Wheeler, D. W. (2006). Scale development and construct clarification of servant leadership. Group & Organization Management, 31, 30–26.
Bedeian, A. G. (2003). The manuscript review process: The proper roles of authors, referees, and editors. Journal of Management Inquiry, 12, 331–8.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58, 95–106.
Bolino, M. C., & Turnley, W. H. (2005). The personal costs of citizenship behavior: The relationship between individual initiative and role overload, job stress, and work-family conflict. Journal of Applied Psychology, 90, 740–8.
Bowen, D. E., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. Research in Organizational Behavior, 10, 43–80.
Chang, C. (2006). When service fails: The role of the salesperson and the customer. Psychology & Marketing, 23, 203.
Clary, E. G., Snyder, M., & Ridge, R. D. (1992). A functional strategy for the recruitment, placement and retention of volunteers. Nonprofit Management and Leadership, 2, 333–50.
Feldman, D. C. (2006). Communicating more effectively with editors: Strategies for authors and reviewers. In Y. Baruch, S. E. Sullivan, & H. N. Schepmyer (Eds.), Winning reviews: A guide for evaluating scholarly writing (pp. 236–50 ). Basingstoke: Palgrave Macmillan.
Greenleaf, R. K. (1977). Servant leadership: A journey into the nature of legitimate power and greatness. New York: Paulist Press.
Grube, J., & Piliavin, J. A. (2000). Role identity, organizational experiences, and volunteer experiences. Personality and Social Psychology Bulletin, 26, 1108–20.
Gutek, B. A. (1995). The dynamics of service: Reflections on the changing nature of customer/provider interactions. San Francisco: Jossey-Bass.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999). Distinguishing between service relationships and encounters. Journal of Applied Psychology, 84, 218–33.
Joireman, J., Kamdar, D., Daniels, D., & Duell, B. (2006). Good citizens to the end? It depends: Empathy and concern with future consequences moderate the impact of a short-term time horizon on organizational citizenship behaviors. Journal of Applied Psychology, 91, 1307–20.
Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 69, 104–26.
Legnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21, 791–824.
Lilienfeld, S. O. (2002). A funny thing happened on the way to my American Psychologist publication. American Psychologist, 57, 225–7.
Lundberg, G. D. (2002). The publishing dilemma of the American Psychological Association. American Psychologist, 57, 211–12.
Mael, F., & Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13, 103–23.
Mattila, A. S., & Cranage, D. (2005). The impact of choice on fairness in the context of service recovery. The Journal of Services Marketing, 19, 271–80.
McCarty, R. (2002). Science, politics, and peer review: An editor’s dilemma. American Psychologist, 57, 198–201.
Newcombe, N. S. (2002). Five commandments for APA. American Psychologist, 57, 202–5.
Organ D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. Lexington MA: Lexington Books.
Organ, D. W., Podsakoff, P. M., & MacKenzie, S. B. (2006). Organizational citizenship behaviors: Its nature, antecedents, and consequences. Thousand Oaks, CA: Sage.
Penner, L. A. (2002). Dispositional and organizational influences on sustained volun-teerism: An interactionist perspective. Journal of Social Issues, 58, 447–67.
Piliavin, P., Callero, P. L., & Grube, J. (2002). Role as resource for action in public service. Journal of Social Issues, 58 (3), 469–85.
Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26, 513–63.
Priem, R. L., & Rasheed, A. A. (2006). Reviewing as a vital professional service. In Y. Baruch, S. E. Sullivan & H. N. Schepmyer (Eds.), Winning reviews: A guide for evaluating scholarly writing (pp. 27–40 ). Basingstoke: Palgrave Macmillan.
Reinke, S. J. (2004). Service before self: Towards a theory of servant-leadership. Global Virtue Ethics Review, 5, 30–57.
Rogelberg, S. G., Barnes-Farrell, J. L., & Creamer, V. (1999). Customer service behavior: The interaction of service predisposition and job characteristics. Journal of Business and Psychology, 13, 421–35.
Russell, R. F., & Stone, A. G. (2002). A review of servant leadership attributes: Developing a practical model. Leadership & Organization Development Journal, 23, 145–5 7.
Salamon, S. D., & Deutsch, Y. (2006). OCB as a handicap: An evolutionary psychological perspective. Journal of Organizational Behavior, 27, 185–99.
Schmit, M. J., & Allscheid, S. P. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48, 521–36.
Schneider, B. (1990). The climate for service: An application of the climate construct. In B. Schneider (Ed.), Organizational climate and culture (pp. 383–412 ). San Francisco: Jossey-Bass.
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423–33.
Schneider, B., & Bowen, D. E. (1992). Personnel/human resources management tin the service sector. In G. R. Ferris & K. M. Rowland (Eds.), Research in personnel and human resources management (Vol. 10, pp. 1–30 ). Greenwich, CT: JAI Press.
Stone, A. G., Russell, R. F., & Patterson, K. (2004). Transformational versus servant leadership: A difference in leader focus. Leadership and Organization Development Journal, 25, 349–61.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology, 88, 179–87.
Editors and Affiliations
© 2008 Ann Marie Ryan
About this chapter
Cite this chapter
Ryan, A.M. (2008). How May I Help You? Editing as Service. In: Baruch, Y., Konrad, A.M., Aguinis, H., Starbuck, W.H. (eds) Opening the Black Box of Editorship. Palgrave Macmillan, London. https://doi.org/10.1057/9780230582590_3
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-28490-0
Online ISBN: 978-0-230-58259-0
eBook Packages: Palgrave Business & Management CollectionBusiness and Management (R0)