SMR - Journal of Service Management Research

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...