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...

Abstract_engl.

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,...

Abstract_engl.