SMR - Journal of Service Management Research

Prior research cites customer participation in service recovery (CPSR) as a meaningful strategy to ensure post-recovery satisfaction or repurchase intentions. However, recent studies raise doubts about the generalizability of its unconditional...

The digital transformation of single companies and of entire service businesses is an omnipresent topic – not only in the academic discourse but also in the current public debate. The topic is often approached phenomenologically. We invited a...

The purpose of this paper is to identify effective leadership behaviour that reduces frontline employees’ person-role conflicts, a hitherto rather neglected sub-dimension of role conflicts that strongly differs from externally originated role...

Customer engagement, a customer’s active participation in and connection with a firm’s services, has been promoted as a key driver of customer loyalty. Yet, insights on how to effectively manage engagement are scarce. This article employs an...

Services largely represent transactions through which customers gain the right to use tangible or intangible resources of service providers. In doing so, customers attain access to resources without the need to own them legally. Feelings of...

New technologies such as blockchain are predicted to enable new service offers and ways to conduct service operations. While the technological possibilities have been explored intensively, the adoption rate among many service companies is still slow...

Providing socially beneficial services to people living close to the poverty line is an exceptionally complex task, due to limited disposable income for such services and little knowledge to understand the actual service benefits. In addition,...

Industrial manufacturers increasingly aim to differentiate their portfolio by offering services. In order to manage the development process of new industrial services, certain intangible requirements are necessary. Previous studies, however, do not...

Employees who have customer contact play a crucial role in the success of service organizations. Therefore, leadership of customer contact employees is a core element of service management. In direct customer contact, employees have to act on at...

The benefits of specialization have been driving the rise of the service economy and pushing capability frontiers and economic growth. In service economies, almost any activity, asset, and skill can be bought on competitive markets, making it harder...

Customization of services comprises the activities and results of a customer-specific adaptation of a provider’s value-creation processes according to customers’ requirements. As customized service offerings are supposed to better meet specific...

Major changes in the working environment during the last decades have been the increased economic importance of the service sector, the aging workforce, and the growing proportion of women in the workforce. The aim of our study is to investigate how...

Abstract_engl.

The interdisciplinary and cross-functional commitment of the Journal of Service Management Research motivated us to define interdisciplinary topics of service research that are important both in the present and in the future. Therefore, relevant...