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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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