SMR - Journal of Service Management Research

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...