SMR - Journal of Service Management Research

Dynamic pricing has a long tradition in the service sector and has been extensively discussed across a wide range of studies, characterized by considerable methodological and contextual diversity. In recent years, however, technological advancement...

This study investigates the psychological determinants of purchase intention and purchase behavior of flat rate pricing in public transportation. The motivation for this study is the lack of empirical research on the introduction of flat rate...

This study examines how introducing prices for value-added services (VASs) that were previously offered for free affects customers’ price fairness perceptions. Drawing on experimental data from two studies, we argue that customer reactions to such...

This study examines pricing adoption among service firms, addressing a gap in pricing research regarding pricing implementation and its contribution to firm success. Using data from companies in Austria, Germany, and Switzerland, we analyze...

Pricing is the only element of the marketing mix that directly generates revenue, yet it remains comparatively underexplored and unevenly developed in both academic research and managerial practice, particularly in service contexts. This editorial...

Digital public goods (DPGs) offer many opportunities for improving public life. They promote digital services for citizens, enable seamless data leveraging as digital platforms, and facilitate efficiency gains in the public sector. DPGs’ impact is...

Cultural institutions increasingly face declining visitor numbers and must adapt to shifting visitor behaviors. This development threatens cultural diversity and places institutions in precarious positions. While the causes for this trend can be...

Providers of access-based services frequently adopt partitioned pricing models to differentiate price components for customers, such as fixed and variable fees. In practice, service providers tend to adjust price components levels simultaneously...

Despite several studies investigating customer reactions to service robots, the literature lacks knowledge on customers’ discrete emotions towards service robots across different service types. Thus, the purpose of our research is to identify the...

The increasing number of multi-unit hosts in peer-to-peer platforms such as Airbnb poses a significant challenge to single-unit hosts, who compete in a highly professionalized market where host-guest interactions have become increasingly anonymous....

The use of distributed ledger-based smart contracts in supply chain operations offers promising opportunities for process automation, improved data accessibility, and enhanced transparency. Despite technical progress, there remains a lack of...

Non-human agents are Artificial Intelligence-enabled technologies capable of adaptive actions, which represent novel interaction partners for human actors in service systems. This study analyses perceptions from value co-creation involving non-human...

The circular economy (CE) offers a promising alternative to traditional linear models but requires systemic reorientation towards circular value cocreation. Within service ecosystems, actors rely on institutional arrangements to integrate resources...

Frontline service employees (FLEs) are key actors in service delivery, often serving as the primary touchpoint between service companies and customers. With the growing integration of artificial intelligence (AI) in service, research has...

Smart service is fundamentally transforming customer experience in both commercial and private contexts. While the information systems and service disciplines have explored the properties and implementation of smart service, there is a gap in...

The field of Transformative Service Research (TSR) has emerged over a decade ago with a range of seminal and call-to-action papers which have sub­sequently sparked and stimulated scholars’ interest in academic work at the intersection of Transfor...

Equipment manufacturers increasingly pursue servitization strategies, yet their salesforces frequently find that industrial customers display a low willingness-to-pay (WTP) for ancillary services, in particular when offered in conjunction with...

Service industry employees report particularly high work intensity levels. While the consequences of work intensity were intensely studied, a respective understanding of its determinants is lacking. However, knowing these determinants is crucial for...

A well-crafted customer value proposition (CVP) is crucial to communicating the value that customers can expect from a product or service experience. Accordingly, researchers have become increasingly interested in how to shape CVPs to sell goods or...

Advancements in artificial intelligence (AI), particularly generative AI (GenAI), have revolutionized the value generation in service as well as work processes and the work environment. However, the transformative potential of AI in the context of...

Sustainability is one of the central topics in service research. The principle of sufficiency is an important driver of sustainability and can inform the development of services. This conceptual paper takes a business actors’ perspective by...