SMR - Journal of Service Management Research

(Smart) service systems have inspired the emergence of a new research area that builds on smart, connected products and networked business models with smart services and brings together various social-science and technological disciplines. However,...

Data space initiatives, including Gaia-X and the European Health Data Space (EHDS) regulation proposal, aim to establish a decentralized infrastructure for data exchange following European values such as citizen-centricity, transparency, and data...

The circular economy (CE) narrative promotes closed-loop systems to decouple economic activity from resource depletion. However, despite increasing scholarly interest, CE remains theoretically under-explored, often guided by practical issues and...

Within service research, sustainability has emerged as a subject of increasing prominence in recent years, with its foundational roots tracing back to the hospitality context. To provide a comprehensive overview of the various topics of...

The smartwatch market is rapidly expanding, with a diverse range of apps now available to users. This study examines users’ perceptions and attitudes toward apps on smartwatches and smartphones. Our experiment revealed that users did not generally...

The increasing use of digital technologies is creating new values, which can be unfold in smart service systems (SSS). Although SSS offer multiple values in products and services, research is still struggling to fully capture the specific values of...

In May 1993, Werner H. Engelhardt, Michael Kleinaltenkamp, and Martin Reckenfelderbäumer published the paper “Leistungsbündel als Absatzobjekte – Ein Ansatz zur Überwindung der Dichotomie von Sach- und Dienstleistungen” (Products as Bundles...

The engagement concept has grown in importance in recent years with firms recognizing and seeking to leverage the latent potential within their customers and finding innovative ways to engage them. However, engagement has, to date, been explored...

Data-driven business models are becoming increasingly important and have been applied successfully in the service sector. However, due to the challenges associated with utilizing data-driven technologies to identify service innovations, these have...

With smart voice-interaction technology (SVIT) augmenting consumers’ lives, its commercial application, e.g., in voice commerce, increases. Here, SVIT can offer consumers convenience during the shopping process by giving personalized product...

One of the main challenges of investigating consumers’ perceptions and acceptance of emergent technologies is that respondents have not had any experience with them. This posits the question of how such technologies can be effectively presented to...

Ultimately, it is the software that makes and keeps products smart. Accordingly, the peculiarities of the provision of service updates (i.e., regular software updates allowing all functions of a smart product to work properly) can affect...

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...

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...

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...

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...

Manufacturers are increasingly shifting their strategic focus from products to services to create customer value and defend a competitive edge in the marketplace. The transition process from product- to service-centric logic is referred to as...

The study examines factors influencing trust and the intention to use digital platforms for person-centered services by the silver generation (age 60+). The study shows to what extent different organizational purposes (for-profit, non-profit) of a...

This study examines the differences between native mobile applications (native apps) and mini programs (MPs) by identifying the attributes and consequences of both types of applications and comparing users’ value perceptions of them. We employ the...

Prior customer participation research has mostly focused on its positive effects and largely neglected potential negative outcomes. However, customer participation might be stressful and such customer participation stress (CPS) may have negative...