SMR - Journal of Service Management Research

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...