SMR - Journal of Service Management Research

Through increased globalization and fast changing customer demands companies need to adapt their service management constantly. Business model approaches can provide a suitable base to comprehend the service management of a company. However,...

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Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music...

Given the importance of brands in the service context, service companies in particular should be aware of the antecedents of employees’ brand citizenship behavior (BCB). Although a considerable number of antecedents of BCB have been identified,...

It is well known that adolescents like to shop in groups and together with their friends. However, the term „friend” can have many different connotations among teenagers. Associations range from loose acquaintances to best friends, from...

This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups,...

Technology-based self-services as service innovations are particularly interesting. Although service and innovation scholars agree that by developing successful service innovations, customer involvement and customer delight play an important role,...

Trading communities provide non-commercial members with an online platform on which to exchange goods. Its success depends on member participation; however, little is known about its drivers. Based on literature we identify five drivers. To capture...

This paper investigates the formulation of risk reporting and its influence on individuals’ information processing and judgment and decision-making. In Germany, disclosing companies provide much more information about their risk management system...

The roommate is the person with whom the patient spends the most time during hospitalization. Past studies show that the roommate influences the patient in a hospital room. This research tests whether the relationship to the roommate should be...

Knowledge about the importance of sub-service encounters or touchpoints within the service process is a topic of interest to both researchers and businesses. However, existing research mainly analyses service encounter evaluations based on composite...

Despite its apparent relevance in service provision, research about customer engagement (CE) in the service context is scant. This investigation takes a broad approach on the topic and studies 1) antecedents of CE within the process of service...

This article identifies service employees as key actors in service ecosystems who contribute to and steer the resource integration process to co-create value with other ecosystem actors. In an effort to address the research question how service...

The prevalence of customer misbehaviour challenges managers and employees to apply the right strategy to deviant customers while keeping other customers satisfied. Although a high level of employee effort is deemed best in most service literature,...

Distribution districting is the problem of partitioning a logistics service area into districts. A good districting plan is characterized by its properties of contiguity, compactness, and balance. Herein, a mixed integer program of the distribution...

New service development (NSD) at industrial manufacturers and the corresponding process are topics of growing interest in research. However, it has not been clarified yet if the latter should be customised according to different service types. The...

IT operations aims to reduce the IT personnel’s workload in IT self-services, which is not self-evident. This study explores how the IT personnel’s workload can be reduced in IT self-services. A multiple-case study with five IT self-services was...

In the context of the digitization of business environments, organizations and processes are currently undergoing major changes. Digital transformation offers a high potential to develop new value propositions by using digital technology, but at the...

Various studies examined the effects of employee behaviour in specific service contexts. However, research fails to provide comprehensive results in different types of service situations, which is addressed in this research. Assuming that employees...

The transition from consuming goods to consuming services is a topic of great interest for service researchers and has been examined from various perspectives. We provide an overview of how this field of research has been approached by...

Customer solutions are a promising opportunity to gain competitive advantages − also in B2C markets and with the proviso that they offer customers a high value in use. However, little is known about the value that B2C customer solutions provide...