SMR - Journal of Service Management Research

In this study we examine the relationships of service organization identification and customer orientation as antecedents of emotion work strategies and fatigue. We hypothesize that identification and customer orientation (a) positively predict...

This special issue introduces new perspectives on emotional labor in the service context. That is, while service work has been a focus of much of the emotional labor research world, explication of the context in which that service work occurs...

Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee...

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In an increasingly competitive environment, manufacturers are seeking for new ways of sustainable growth. Different resources (i.e., products, services, knowledge) are integrated into innovative business solutions to solve an entire customer...

Increasing autonomy in purchasing decisions within adolescence leads to a high degree of uncertainty. Previous research has revealed that assistance to minimizing consumer risk has been identified as one of the predominant motives for shopping with...

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Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from...

Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient...