SMR - Journal of Service Management Research

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...