SMR - Journal of Service Management Research

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...

Fellow patients are the people with whom hospital patients spend the most time. Research has shown that the fellow patient influences anxiety, pre- and post-operative stress, compliance, and negative feelings. A few studies have even shown that...

Over the last 40 years, the impact of stereotypes in a service context has been investigated repeatedly, as stereotypes can have a strong influence on interactions during the service encounter. The many academic studies analysed various stereotypes,...

Abstract_engl.

Resource integration is fundamental to value cocreation. In service-dominant logic, operant resources are the primary interest of actors’ economic exchange. However, the resources in service-dominant logic are rarely classified and analysed in...

The concepts of value, value creation, and value cocreation figure prominently in service-oriented approaches to marketing studies, especially servicedominant logic. However, the meaning of these concepts is fuzzy and dependent on the theoretical...