SMR - Journal of Service Management Research

As blockchain technology is maturing to be confidently used in practice, its applications are becoming evident and, correspondingly, more blockchain research is being published, also extending to more domains than before. To date, scientific...

Many consumers consult online reviews to evaluate services. Online review platforms present them with multiple cues by which to assess whether a review message is useful in their decision-making process. However, consumers are often faced with...

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This research examines the role of demographic homophily in the medical service context. It suggests that demographic homophily between a customer and a service provider has a positive effect on trust, thereby leading to customer loyalty. There is...

This study investigates the job demands, job resources, and health of leaders in three service sectors. The analyses are based on data of the 2018 BIBB/BAuA Employment Survey, a representative sample of the German labour force. The three service...

This systematic literature review investigates the antecedents of frontline employees’ (FLEs) customer orientation (CO). In the literature various understandings of CO co-exist, which put an emphasis on different influencing factors and use...

The sharing economy is an omnipresent topic, not just in academia but throughout public discourses. Key questions thus have been approached from various research perspectives. To gain a comprehensive view of these perspectives, this commentary...

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT)...