SMR - Journal of Service Management Research

Smart physical products increasingly shape a connected world and serve as boundary objects for the formation of ‘smart service systems’. While these systems bear the potential to co-create value between partners in various industries, IS...

Interactivity is an important feature of retail websites. Some research suggests that interactivity can be increased by implementing additional features while other studies point to the fact that “objective” interactivity - as measured by the...

Service providers and retailers reselling branded have the discretion to set and adapt prices according to customers’ willingness to pay (WTP). Research often notes markup effects, such that WTP increases in response to corporate social...

Services and relationship marketing are inextricably linked, such that the intangible, heterogeneous, inseparable, and perishable nature of services renders strong relational bonds between companies and customers particularly critical. Four...

Trends in personnel management of frontline employees’ (FLEs) imply that “soft skills” related to personality may be hardest to replace by technological advancements and, thus, become increasingly important. Building on the five-factor model...

Previous research assumes an unconditionally positive association of perceived switching costs-financial, procedural and relational-with repurchase intentions. Building on the theory of context-dependent preference formation, the authors posit price...

Firms increasingly rely on service-based business models, such as customer solutions, to strengthen their market position and secure robust revenues in competitive environments. While extant research has shed light on the financial implications of...

This article seeks to broaden emotional labor research through the lens of a Human Experience (HX) perspective, in contrast to either an Employee (EX) or a Customer (CX) perspective. In services, an HX perspective explicitly acknowledges that both...

Adopting an interdisciplinary perspective, this article integrates service literature on value cocreation with the psychological literature on emotional labor. Highlighting the co-production of services by both customers and employees, this research...

In this study we examine the relationships of service organization identification and customer orientation as antecedents of emotion work strategies and fatigue. We hypothesize that identification and customer orientation (a) positively predict...

This special issue introduces new perspectives on emotional labor in the service context. That is, while service work has been a focus of much of the emotional labor research world, explication of the context in which that service work occurs...

Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee...

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In an increasingly competitive environment, manufacturers are seeking for new ways of sustainable growth. Different resources (i.e., products, services, knowledge) are integrated into innovative business solutions to solve an entire customer...

Increasing autonomy in purchasing decisions within adolescence leads to a high degree of uncertainty. Previous research has revealed that assistance to minimizing consumer risk has been identified as one of the predominant motives for shopping with...

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Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from...

Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient...

As blockchain technology is maturing to be confidently used in practice, its applications are becoming evident and, correspondingly, more blockchain research is being published, also extending to more domains than before. To date, scientific...

Many consumers consult online reviews to evaluate services. Online review platforms present them with multiple cues by which to assess whether a review message is useful in their decision-making process. However, consumers are often faced with...

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This research examines the role of demographic homophily in the medical service context. It suggests that demographic homophily between a customer and a service provider has a positive effect on trust, thereby leading to customer loyalty. There is...

This study investigates the job demands, job resources, and health of leaders in three service sectors. The analyses are based on data of the 2018 BIBB/BAuA Employment Survey, a representative sample of the German labour force. The three service...

This systematic literature review investigates the antecedents of frontline employees’ (FLEs) customer orientation (CO). In the literature various understandings of CO co-exist, which put an emphasis on different influencing factors and use...

The sharing economy is an omnipresent topic, not just in academia but throughout public discourses. Key questions thus have been approached from various research perspectives. To gain a comprehensive view of these perspectives, this commentary...