SMR - Journal of Service Management Research

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT)...

The purpose of this paper is to take a behavioural perspective to reveal why employees hesitate to use business analytics in their operations throughout the whole organisation. We gather quantitative data with a survey in the financial services...

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Prior brand experiences affect job seekers’ application decisions, as they recall service encounters with brands which they have experienced as customers. As brand representatives, service employees play a critical role in these recollections....

The increased disruption of business models through digital technologies creates opportunities and challenges for retail businesses and their network partners. Digital transformation – the process of digitalization of previously analogue...

Fellow patients are the people with whom hospital patients spend the most time. Research has shown that the fellow patient influences anxiety, pre- and post-operative stress, compliance, and negative feelings. A few studies have even shown that...

Over the last 40 years, the impact of stereotypes in a service context has been investigated repeatedly, as stereotypes can have a strong influence on interactions during the service encounter. The many academic studies analysed various stereotypes,...

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Resource integration is fundamental to value cocreation. In service-dominant logic, operant resources are the primary interest of actors’ economic exchange. However, the resources in service-dominant logic are rarely classified and analysed in...

The concepts of value, value creation, and value cocreation figure prominently in service-oriented approaches to marketing studies, especially servicedominant logic. However, the meaning of these concepts is fuzzy and dependent on the theoretical...

Community management is swiftly developing into a central research field in management literature. A growing body of conceptual and empirical studies is concerned with different aspects of communities, their initiation, management, and termination....

The year 2020 sees an important milestone for Professor Michael Kleinaltenkamp (Michael hereafter), as he concludes his official academic working life. This paper acknowledges the significant contribution Michael has made over the years. In...

Customer success management is gaining momentum in business markets. From an initial focus on selected industries, such as software-as-a-service, interest in customer success is spreading among business-to-business marketing practitioners. To date,...

In reconnecting marketing to more plastic and malleable markets, we need more understanding about market evolution. In this research we explore how to assess the state of a market, and how the roles of a market-shaping actor vary depending on this...

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to...

Since the beginning of the 1990s, selling integrated bundles of goods and services – so-called hybrid offerings – have emerged as a trend in industrial markets. Hybrid offerings are proposed to help companies to differentiate in highly...

Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to...

The present study aims to investigate consumers’ acceptance of and intention to reuse a chatbot in the context of automated customer service in the airline industry. In particular, we identify the most valuable factors that affect acceptance of an...

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting...

Nowadays, digital voice assistants (DVAs) such as Amazon’s Alexa, Google’s Assistant, or Apple’s Siri provide speech-oriented human-computer interfaces that have the potential to make consumers’ interaction with other consumers, firms, or...

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research...

Digitalization is a megatrend, but there is relatively little knowledge about its consequences for service work in general and specifically in knowledge-intensive business services (KIBS). We studied the impact of digitalization on psychological...

How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is...