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Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Editor: Prof. Dr. Marion Büttgen
Description: The Journal of Service Management Research (SMR) is a forum for academic dialogue among researchers from various business disciplines focusing on services. The journal provides critical accounts of the latest developments in key areas of service research. SMR explicitly pursues an interdisciplinary research agenda. Articles are published that comprehensively discuss economic topics related to service research. Contributions from disciplines other than management – engineering, psychology, economics – are explicitly encouraged, as long as they address economic topics. SMR also publishes articles with specific European relevance, e.g. articles on service industries and sectors, which are particularly widespread in Europe. Both conceptual theoretical and empirical papers are represented in the SMR. The intention is to achieve a balance between the different types of contributions. The same applies to contributions on basic research and applied science.
Series handle: RePEc:nms:nomsmr
ISSN: 2511-8676 (print), 2942-3392 (online)
Citations RSS feed: at CitEc
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Content
2023, Volume 7, Issue 3
- 130-146 Rethinking service in a circular economy
by Fehrer, Julia A. & Vargo, Stephen L.
- 147-173 Sustainability in Service Research
by Büttgen, Marion & Hogreve, Jens & Zechiel, Felix & Bartsch, Silke & Lorz, Tamara & Trischler, Jakob & Westman Trischler, Jessica & Kuusisto, Jari & Svensson, Peter & Keiningham, Timothy & Aksoy, Lerzan & Porco, Barbara & Hedley, Timothy & Statuto, Leigh Anne & Dortignacq, Bryant F.
2023, Volume 7, Issue 2
- 68-81 The Resources–Processes–Outcomes Approach: A Spark That Could Not Escape a Black Hole
by Kleinaltenkamp, Michael
- 82-98 App-Device Fit Matters: Understanding User Perceptions of Apps on Smartwatches and Smartphones
by Figl, Kathrin & Lehrer, Christiane & Helder, Jule
- 99-111 Working with ‘The Passionate Few’: the Indirect Benefits of Actor Engagement in Mundane Service Settings
by Alexander, Matthew & Kils, Katharina
- 112-128 Characterising smart service systems – Revealing the smart value
by Kurtz, Julian & Zinke-Wehlmann, Christian & Lugmair, Nina & Schymanietz, Martin & Roth, Angela
2023, Volume 7, Issue 1
- 2-6 Editorial – Special Issue: Managing Smart Services and Smart Service Systems
by Bilstein, Nicola & Stummer, Christian
- 7-22 Making emergent technologies more tangible - Effects of presentation form on user perceptions in the context of automated mobility
by Janotta, Frederica
- 23-38 I’ll have what Alexa’s having… but only if that’s what I’m looking for! – The impact of personalization on recommendation capabilities of smart voice-interaction technology in voice commerce
by Yefimenko, Olena & Foehr, Jonas & Germelmann, Claas Christian
- 39-51 Analysing the Introduction of Data-Driven Service Innovation Processes: Stages of Implementation, Success Factors, and Prerequisites
by Jesenko, Berndt & Thalmann, Stefan
- 52-65 When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention
by Schleef, Melina & Bilstein, Nicola & Schrader, Paul T. & Stummer, Christian
2022, Volume 6, Issue 4
- 216-231 Exploring the Customer Journey of Voice Commerce: A Research Agenda
by Böhm, Eva & Eggert, Andreas & Garnefeld, Ina & Holzmüller, Hartmut H. & Schaefers, Tobias & Steinhoff, Lena & Woisetschläger, David M.
- 232-244 “The more, the merrier?” – A Systematic Review of the Effects of Technology-Induced Employee Transparency on Frontline Service Employees
by Kocheise, Lea & Büttgen, Marion
- 245-261 A systematic literature review of frontline employee influence factors
by Gliem, Silvia
- 262-274 Frontline Employees’ Attitude Toward Embodied Social Robots In Customer Service: An Integrative Framework And Empirical Test
by Ernens, Stéphanie & Delcourt, Cécile & Dessart, Laurence & Baiwir, Lisa
2022, Volume 6, Issue 3
- 148-166 Silver Generation’s Acceptance Of Digital Platforms For Person-Centered Services: A Mixed-Methods Study Of The Roles Of Trust, Organizational Purpose, And User Integration
by Ferdinand, Manuela & Schultz, Carsten & Hoffmann, Stefan
- 167-180 User Value Perception of Native Apps versus Mini Programs: A Means-End Theory Approach
by Ryu, Sunghan & Cheng, Kathleen & Schreieck, Maximilian
- 181-203 A Duality Based Perspective on Successful Servitization – Conceptualizing a Dual Transformation Structure and Transformation Paths
by Bruhn, Manfred & Bürkin, Bettina & Hadwich, Karsten
- 204-213 Servitization in the Manufacturing Industry: Where Do We Stand? Where Do We Come From?
by Akalan, Rodi & Böhm, Eva & Eggert, Andreas
2022, Volume 6, Issue 2
- 82-103 The Differential Effects of CSR and CSI on Consumer Willingness to Pay: Implications for Service Providers and Retailers
by Benoit, Sabine & Hartmann, Julia & Sichtmann, Christina & Wetzels, Martin
- 104-117 Retail Website Interactivity and Firm Performance
by Evanschitzky, Heiner & Linzmajer, Marc & Woisetschläger, David M. & Basuroy, Suman
- 118-131 Customer Participation Stress In Service Encounters: Developing A Customer Participation Demands–Resources Model
by Haager, Stephanie & Büttgen, Marion & Ates, Zelal & Schumann, Jan H.
- 132-146 Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization
by Heinz, Daniel & Benz, Carina & Bode, Jan & Hunke, Fabian & Satzger, Gerhard
2022, Volume 6, Issue 1
- 2-27 Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services
by Steinhoff, Lena & Palmatier, Robert W. & Martin, Kelly D. & Fox, Grace & Henderson, Conor M. & Clair, Julian K. Saint & Yan, Shuai & Lee, Ju-Yeon & Perko, Taylor & Harmeling, Colleen M.
- 28-46 Personality and Job Performance of Frontline Employees: A Meta-Analytic Review
by Marcus, Bernd & Heibrock, Jule
- 47-63 Strategic Emphasis on Service-Based Business Models During the Corona Crisis: Are Customer Solutions a Curse or Blessing for Manufacturing Firms?
by Akalan, Rodi & Eggert, Andreas & Böhm, and Eva
- 64-79 Price Sensitivity and Customer Perceived Switching Costs in Business-to-Business Markets: Joint Effect on Customer Repurchase Intentions
by Shaik, Muzeeb & Bosukonda, Narendra & Mittal, Vikas & Sridhar, and Shrihari
2021, Volume 5, Issue 4
- 214-214 Editorial
by Fischbach, Andrea & Schneider, Benjamin
- 215-228 New Vantage Points on Emotional Labor and Its Service Context: An Introduction to the Emotional Labor and Service Special Issue
by Fischbach, Andrea & Schneider, Benjamin
- 229-240 A Human Experience (HX) Perspective on Emotional Labor and Service: Building a Service Climate on a Foundation of Authenticity and Justice
by Bowen, David E.
- 241-255 Do Customers Regulate their Emotions? Development and Validation of a Model of Customer Emotional Labor
by Imose, Ruth A. & Rogers, Arielle P. & Subramony, Mahesh
- 256-269 The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study
by Hong, Ying & Liao, Hui & Chuang, Aichia & Liaw, Yuann-Jun
- 270-286 Emotion Regulation and Service-Related Attitudes: Connecting Customer Orientation and Service Organization Identification with Customer Interactions
by Trumpold, Kai & Kern, Marcel & Zapf, Dieter
2021, Volume 5, Issue 3
- 142-142 Editorial
by Benkenstein, Martin & Büttgen, Marion
- 143-162 Transitioning to Platform-based Services and Business Models in a B2B Environment
by Matzner, Martin & Pauli, Tobias & Marx, Emanuel & Anke, Jürgen & Poeppelbuss, Jens & Fielt, Erwin & Gregor, Shirley & Sun, Ruonan & Hydle, Katja Maria & Aas, Tor Helge & Aanestad, Margunn & Gordijn, Jaap & Kaya, Fadime & Wieringa, and Roel
- 163-175 No Risk - More Fun? The Influence of Shopping Companions on Adolescents' Risk Perception and Hedonism
by Wenzel, Stefanie & Benkenstein, Martin
- 176-195 Business Solutions in the B2B World - A Systematic Literature Review
by Akalan, Rodi
- 196-214 Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters
by Hendricks, Jennifer & Schmitz, Gertrud & Ates, Zelal & Büttgen, Marion
2021, Volume 5, Issue 2
- 70-70 Editorial
by Benkenstein, Martin & Büttgen, Marion
- 71-102 Blockchain in Service Management and Service Research - Developing a Research Agenda and Managerial Implications
by Büttgen, Marion & al.,
- 103-118 Working Conditions and Health of Leaders in Three Service Sectors
by Pundt, Franziska & Lück, Marcel
- 119-129 Quality or Quantity? The Power of Expert Reviews in the Presence of Conflicting Aggregated Ratings
by Naujoks, Anna
- 130-142 When Do You Trust Your Doctor More? A Comparison between Korea to Germany
by Yang, Su Jin & Han, Janice Hyungyoon & Kim, and Jae Il
2021, Volume 5, Issue 1
- 3-19 Commentaries on the Sharing Economy: Advancing New Perspectives
by Fritze, Martin P. & Benkenstein, Martin & Belk, Russell & Peck, Joann & Wirtz, Jochen & Claus, and Bart
- 20-35 This Business Analytics Tool Looks Nice, but... I am Still Happy Without It - Evidence from the Financial Services Industry
by Leyer, Michael & Strohhecker, Jürgen & Kettenbohrer, and Janina
- 36-49 The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations
by Trautwein, Stefan & Lindenmeier, Jörg & Arnold, and Christian
- 50-70 Antecedents of Frontline Employees' Customer Orientation: A Comprehensive Review
by Hüttel, Björn A.
2020, Volume 4, Issue 4
- 187-204 Digital Disruption in Retailing and Beyond
by Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carlos & Wünderlich, Nancy V.
- 205-215 Branded Employee Behaviour as a Double-Edged Sword: How Perceptions of Service Employees Impact Job Seekers' Application Intentions
by Wünderlich, Nancy V. & Iseke, Anja & Becker-Özcamlica, Hürrem
- 216-236 Stereotypes in Services - A Systematic Literature Review to Move from Scattered Insights to Generalizable Knowledge
by Fleischer, Hannes
- 237-254 Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health
by Hantel, Saskia & Benkenstein, Martin
2020, Volume 4, Issue 2-3
- 70-74 Tuning the Sounds of Service: Essays in Honour of Michael Kleinaltenkamp
by Raithel, Sascha & Jacob, Frank & Benkenstein, Martin
- 75-83 From Muso to Academic and Back: A Time and Person-Based Acknowledgement of Michael Kleinaltenkamp
by Karpen, Ingo & Plewa, Carolin
- 84-99 We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers
by Danatzis, Ilias & Möller, Jana & Mathies, Christine
- 100-120 What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective
by Dannenbaum, Judith & Edinger-Schons, Laura Marie & Rese, Mario & Plötner, Olaf & Wieseke, Jan
- 121-132 Managing Customer Success in Business Markets: Conceptual Foundation and Practical Application
by Eggert, Andreas & Ulaga, Wolfgang & Gehring, Anna
- 133-144 Considering Value-related Concepts in Service-oriented Approaches to Marketing Studies in Light of Philosophical and Economic Value Theories
by Haase, Michaela
- 145-156 From Centralized Energy Generation and Distribution to Clean Energy Communities: Exploring New Modes of Governance for the Energy Sector
by Söllner, Albrecht & Haverland, Tessa
- 157-169 Conceptualizing Resource Integration: The Peculiar Role of Pure Public Resources
by Woratschek, Herbert & Horbel, Chris & Popp, Bastian
- 170-184 On the Marketness of Markets and Actor Clout: Market-shaping Roles
by Nenonen, Suvi & Storbacka, Kaj
2020, Volume 4, Issue 1
- 3-8 Artificial Intelligence and Robots in the Service Encounter
by Paluch, Stefanie & Wirtz, Jochen
- 9-20 Robots on Blockchain: Emergence of Robotic Service Organizations
by Fukawa, Nobuyuki
- 21-34 Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study
by Meyer, Patrick & Jonas, Julia M. & Roth, Angela
- 35-51 How Service Quality Influences Customer Acceptance and Usage of Chatbots?
by Meyer-Waarden, Lars & Pavone, Giulia & Poocharoentou, Thanida & Prayatsup, Piyanut & Ratinaud, Maëlis & Tison, Agathe & Torné, Sara
- 52-68 Siri, Do I like You? Digital Voice Assistants and Their Acceptance by Consumers
by Ewers, Karolina & Baier, Daniel & Höhn, Nadine
2019, Volume 3, Issue 4
- 162-162 Editorial
by Benkenstein, Martin
- 163-183 Improving Service Provision - The Health Care Services' Perspective
by Winter, Vera & Thomsen, Mette Kjærgaard & Schreyögg, Jonas & Blankart, Katharina & Duminy, Lize & Schoenenberger, Lukas & Ansah, John P. & Matchar, David & Blankart, Carl Rudolf & Oppel, Eva & Jensen, and Ulrich Thy
- 184-194 The Opportunities of Using Business Models in Service Management - A Review and Classification of Business Model Artefacts
by Augenstein, Dominik
- 195-208 An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels
by Boepple, Hannes & Göttling, Janine & Papen, Marie-Christin & Siems, Florian U.
- 209-222 Impact of Digitalization on Service Work in Knowledge-Intensive Business Services: An Empirical Study in Tax Consultancies
by Görs, Philipp K. & Hummert, Henning & Traum, Anne & Nerdinger, Friedemann W.
2019, Volume 3, Issue 3
- 110-110 Editorial
by Benkenstein, Martin
- 111-125 Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership
by Danckwerts, Sebastian & Meißner, Lasse & Krampe, Caspar
- 126-136 The Influence of Relationship Closeness on Central Motives for Joint Shopping and Satisfaction with the Shopping Experience among Adolescents
by Wenzel, Stefanie & Benkenstein, Martin
- 137-147 Exploring the Impact of Construed External Image on Brand Citizenship Behavior of Service Employees
by Batt, Verena & Bruhn, Manfred
- 148-160 The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups
by Grossmann, Manuel & Brock, Christian & Hubert, Marco & Reimer, Thomas
2019, Volume 3, Issue 2
- 53-53 Editorial
by Benkenstein, Martin
- 54-65 Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities
by Benoit, Sabine & Hogreve, Jens & Sichtmann, Christina & Bilstein, Nicola
- 66-81 Delightful Service Innovations in the Context of Technology-Based Self-Services - Scale Development and Validation
by Becker, Florian & Bothe, Stephanie & Hadwich, Karsten & Falter, Mareike
- 82-90 Roommates in Hospitals - A New and Relevant Dimension of Health Care Quality Models
by Hantel, Saskia & Benkenstein, Martin
- 91-108 Risk Reporting in the Banking Sector: Risk Exposure versus Risk Management
by Kureck, Kathrin
2019, Volume 3, Issue 1
2018, Volume 2, Issue 4
- 5-5 Editorial
by Benkenstein, Martin
- 6-21 Value Propositions in Service Systems Enabled by Digital Technology: A Field Based Design Science Approach
by Genennig, Stefan Michael & Roth, Angela & Jonas, Julia M. & Moslein, Kathrin M.
- 22-35 Reducing the IT Personnel's Workload in IT Self-Services
by Bär, Florian & Leyer, Michael & Sandkuhl, Kurt
- 36-52 Distribution Districting - The Case of In-Night Express Services
by Brabander, Christian
- 53-70 Do Different Service Types Require Changes in NSD Processes at Industrial Manufacturers - An Empirical Examination of Personal and Digital Services
by Graf, Yvonne & Helm, Roland
2018, Volume 2, Issue 3
- 2-2 Editorial
by Benkenstein, Martin
- 3-16 From Goods to Services Consumption: A Social Network Analysis on Sharing Economy and Servitization Research
by Fritze, Martin P. & Urmetzer, Florian & Khan, Gohar F. & Sarstedt, Marko & Neely, Andy & Schäfers, Tobias
- 17-29 The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors - An Empirical Analysis
by Bilstein, Nicola
- 30-43 Individual Drivers and Outcomes of Envisioned Value in Use of Customer Solutions: An Empirical Study in the Electric Mobility Context
by Hendricks, Jennifer
- 44-62 Examining the Effects of Employees' Behaviour by Transferring a Leadership Contingency Theory to the Service Context
by Popp, Marion & Hadwich, Karsten
2018, Volume 2, Issue 2
- 3-21 Digital Transformation in Service Management
by Matzner, Martin & Büttgen, Marion & Demirkan, Haluk & Spohrer, Jim & Alter, Steven & Fritzsche, Albrecht & Ng, Irene C. L. & Jonas, Julia M. & Martinez, Veronica & Möslein, Kathrin M. & Neely, Andy
- 22-35 Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement
by Steinhoff, Lena & Witte, Carina & Eggert, Andreas
- 36-49 How to Manage Person-Role Conflicts: Differential Effects of Transformational Leadership Dimensions and the Moderating Role of Individual Cultural Orientation
by Selzer, Veronika L. & Schumann, Jan H. & Büttgen, Marion & Ates, Zelal & Volz, Julian & Komor, Marcin
- 50-70 The Impact of Psychological Ownership on Value in Use and Relational Outcomes
by Kleinaltenkamp, Michael & Storck, Franziska & Gumprecht, Patrick & Li, Jingshu
2018, Volume 2, Issue 1
- 3-15 Leadership of service employees - A narrative review
by Nerdinger, Friedemann W. & Pundt, und Alexander
- 16-27 Capabilities for providing socially beneficial services to consumers in low-income markets
by Gebauer, Heiko & Haldimann, Mirella & Saul, und Caroline Jennings
- 28-41 Dynamic Service Innovation Capabilities for Servitisation - A Literature Review and Development of a Process Model
by Graf, Yvonne & Helm, und Roland
- 42-62 Bringing upcoming technologies to a service life: Assessing required provider and customer capabilities
by Leyer, Michael & Tate, Mary & Kowalkiewicz, Marek & Rosemann, Michael
2017, Volume 1, Issue 1
- 2-3 Editorial
by Benkenstein, Martin
- 4-21 Topics for Service Management Research - A European Perspective
by Benkenstein, Martin & Bruhn, Manfred & Büttgen, Marion & Hipp, Christiane & Matzner, Martin & Nerdinger, Friedemann W.
- 22-38 Capturing Value in the Service Economy
by Wirtz, Jochen & Ehret, Michael
- 39-56 Customization of B2B Services: Measurement and Impact on Firm Performance
by Kleinaltenkamp, Michael & Minculescu, Ioana & Raithel, Sascha
- 57-70 Demographic Change and Job Satisfaction in Service Industries - The Role of Age and Gender on the Effects of Customer-Related Social Stressors on Affective Well-Being
by Dormann, Christian & Brod, Sarah & Engler, Sarah
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