SMR - Journal of Service Management Research

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...