SMR - Journal of Service Management Research

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...