SMR - Journal of Service Management Research

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)...

The purpose of this paper is to take a behavioural perspective to reveal why employees hesitate to use business analytics in their operations throughout the whole organisation. We gather quantitative data with a survey in the financial services...

Abstract_engl.

Prior brand experiences affect job seekers’ application decisions, as they recall service encounters with brands which they have experienced as customers. As brand representatives, service employees play a critical role in these recollections....

The increased disruption of business models through digital technologies creates opportunities and challenges for retail businesses and their network partners. Digital transformation – the process of digitalization of previously analogue...