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Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2022
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Volume 6 (2022), Edition 4
SMR - Journal of Service Management Research- Publisher:
- 29.11.2022
Summary
SMR is a platform for the academic dialog between service researchs from different economic disciplines. It offers critical depictions of the newest developments in the central areas of service research. Thereby SMR dedicates itself particularly to interdisciplinary research agendas. For more information for authors and subscribers, see rsw.beck.de/zeitschriften/smr.
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Bibliographic data
- ISSN-Print
- 2511-8676
- ISSN-Online
- 2942-3392
- Publisher
- Nomos, Baden-Baden
- Language
- English
- Product type
- Volume
Articles
Article
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Page 216 - 231
Voice commerce creates unprecedented opportunities for consumers and vendor firms to interact, engage, and relate. With artificial intelligence-powered voice assistants, consumers can make technology-mediated purchases without using their tactile...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2022
Authors: , , , , , ,
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Page 232 - 244
Technology infusion in the service encounter is profoundly altering the workplace of frontline service employees. As digitalization increasingly enables data-driven transparency of employee conduct, this paper argues for a more employee-centric...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2022
Authors: ,
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Page 245 - 261
Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2022
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Page 262 - 274
Embodied social robots-robots providing services for and in cocreation with consumers-are expected to profoundly change the way services are delivered. Yet, their integration in customer service poses a challenge: their adoption by frontline...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2022
Authors: , , ,
