SMR - Journal of Service Management Research

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...

This study examines the differences between native mobile applications (native apps) and mini programs (MPs) by identifying the attributes and consequences of both types of applications and comparing users’ value perceptions of them. We employ the...

Prior customer participation research has mostly focused on its positive effects and largely neglected potential negative outcomes. However, customer participation might be stressful and such customer participation stress (CPS) may have negative...