SMR - Journal of Service Management Research

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...

Community management is swiftly developing into a central research field in management literature. A growing body of conceptual and empirical studies is concerned with different aspects of communities, their initiation, management, and termination....

The year 2020 sees an important milestone for Professor Michael Kleinaltenkamp (Michael hereafter), as he concludes his official academic working life. This paper acknowledges the significant contribution Michael has made over the years. In...

Customer success management is gaining momentum in business markets. From an initial focus on selected industries, such as software-as-a-service, interest in customer success is spreading among business-to-business marketing practitioners. To date,...

In reconnecting marketing to more plastic and malleable markets, we need more understanding about market evolution. In this research we explore how to assess the state of a market, and how the roles of a market-shaping actor vary depending on this...