SMR - Journal of Service Management Research

2017 - 2023

Current editor(s): Prof. Dr. Marion Büttgen, Prof. Dr. Andreas Eggert, Prof. Dr. Heiner Evanschitzky, Prof. Dr. Christiane Hipp, Prof. Dr. Jens Hogreve, Prof. Dr. Joachim Hüffmeier, Prof. Dr. Helmut Krcmar and Prof. Dr. Martin Matzner

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Volume 7, issue 3, 2023

Rethinking service in a circular economy pp. 130-146

Julia A. Fehrer and Stephen L. Vargo

Sustainability in Service Research pp. 147-173

Marion Büttgen, Jens Hogreve, Felix Zechiel, Silke Bartsch, Tamara Lorz, Jakob Trischler, Jessica Westman Trischler, Jari Kuusisto, Peter Svensson, Timothy Keiningham, Lerzan Aksoy, Barbara Porco, Timothy Hedley, Leigh Anne Statuto and Bryant F. Dortignacq

Volume 7, issue 2, 2023

The Resources–Processes–Outcomes Approach: A Spark That Could Not Escape a Black Hole pp. 68-81

Michael Kleinaltenkamp

App-Device Fit Matters: Understanding User Perceptions of Apps on Smartwatches and Smartphones pp. 82-98

Kathrin Figl, Christiane Lehrer and Jule Helder

Working with ‘The Passionate Few’: the Indirect Benefits of Actor Engagement in Mundane Service Settings pp. 99-111

Matthew Alexander and Katharina Kils

Characterising smart service systems – Revealing the smart value pp. 112-128

Julian Kurtz, Christian Zinke-Wehlmann, Nina Lugmair, Martin Schymanietz and Angela Roth

Volume 7, issue 1, 2023

Editorial – Special Issue: Managing Smart Services and Smart Service Systems pp. 2-6

Nicola Bilstein and Christian Stummer

Making emergent technologies more tangible - Effects of presentation form on user perceptions in the context of automated mobility pp. 7-22

Frederica Janotta

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 pp. 23-38

Olena Yefimenko, Jonas Foehr and Claas Christian Germelmann

Analysing the Introduction of Data-Driven Service Innovation Processes: Stages of Implementation, Success Factors, and Prerequisites pp. 39-51

Berndt Jesenko and Stefan Thalmann

When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention pp. 52-65

Melina Schleef, Nicola Bilstein, Paul T. Schrader and Christian Stummer

Volume 6, issue 4, 2022

Exploring the Customer Journey of Voice Commerce: A Research Agenda pp. 216-231

Eva Böhm, Andreas Eggert, Ina Garnefeld, Hartmut H. Holzmüller, Tobias Schaefers, Lena Steinhoff and David M. Woisetschläger

“The more, the merrier?” – A Systematic Review of the Effects of Technology-Induced Employee Transparency on Frontline Service Employees pp. 232-244

Lea Kocheise and Marion Büttgen

A systematic literature review of frontline employee influence factors pp. 245-261

Silvia Gliem

Frontline Employees’ Attitude Toward Embodied Social Robots In Customer Service: An Integrative Framework And Empirical Test pp. 262-274

Stéphanie Ernens, Cécile Delcourt, Laurence Dessart and Lisa Baiwir

Volume 6, issue 3, 2022

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 pp. 148-166

Manuela Ferdinand, Carsten Schultz and Stefan Hoffmann

User Value Perception of Native Apps versus Mini Programs: A Means-End Theory Approach pp. 167-180

Sunghan Ryu, Kathleen Cheng and Maximilian Schreieck

A Duality Based Perspective on Successful Servitization – Conceptualizing a Dual Transformation Structure and Transformation Paths pp. 181-203

Manfred Bruhn, Bettina Bürkin and Karsten Hadwich

Servitization in the Manufacturing Industry: Where Do We Stand? Where Do We Come From? pp. 204-213

Rodi Akalan, Eva Böhm and Andreas Eggert

Volume 6, issue 2, 2022

The Differential Effects of CSR and CSI on Consumer Willingness to Pay: Implications for Service Providers and Retailers pp. 82-103

Sabine Benoit, Julia Hartmann, Christina Sichtmann and Martin Wetzels

Retail Website Interactivity and Firm Performance pp. 104-117

Heiner Evanschitzky, Marc Linzmajer, David M. Woisetschläger and Suman Basuroy

Customer Participation Stress In Service Encounters: Developing A Customer Participation Demands–Resources Model pp. 118-131

Stephanie Haager, Marion Büttgen, Zelal Ates and Jan H. Schumann

Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization pp. 132-146

Daniel Heinz, Carina Benz, Jan Bode, Fabian Hunke and Gerhard Satzger

Volume 6, issue 1, 2022

Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services pp. 2-27

Lena Steinhoff, Robert W. Palmatier, Kelly D. Martin, Grace Fox, Conor M. Henderson, Julian K. Saint Clair, Shuai Yan, Ju-Yeon Lee, Taylor Perko and Colleen M. Harmeling

Personality and Job Performance of Frontline Employees: A Meta-Analytic Review pp. 28-46

Bernd Marcus and Jule Heibrock

Strategic Emphasis on Service-Based Business Models During the Corona Crisis: Are Customer Solutions a Curse or Blessing for Manufacturing Firms? pp. 47-63

Rodi Akalan, Andreas Eggert and Böhm, and Eva

Price Sensitivity and Customer Perceived Switching Costs in Business-to-Business Markets: Joint Effect on Customer Repurchase Intentions pp. 64-79

Muzeeb Shaik, Narendra Bosukonda, Vikas Mittal and Sridhar, and Shrihari

Volume 5, issue 4, 2021

Editorial pp. 214-214

Andrea Fischbach and Benjamin Schneider

New Vantage Points on Emotional Labor and Its Service Context: An Introduction to the Emotional Labor and Service Special Issue pp. 215-228

Andrea Fischbach and Benjamin Schneider

A Human Experience (HX) Perspective on Emotional Labor and Service: Building a Service Climate on a Foundation of Authenticity and Justice pp. 229-240

David E. Bowen

Do Customers Regulate their Emotions? Development and Validation of a Model of Customer Emotional Labor pp. 241-255

Ruth A. Imose, Arielle P. Rogers and Mahesh Subramony

The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study pp. 256-269

Ying Hong, Hui Liao, Aichia Chuang and Yuann-Jun Liaw

Emotion Regulation and Service-Related Attitudes: Connecting Customer Orientation and Service Organization Identification with Customer Interactions pp. 270-286

Kai Trumpold, Marcel Kern and Dieter Zapf

Volume 5, issue 3, 2021

Editorial pp. 142-142

Martin Benkenstein and Marion Büttgen

Transitioning to Platform-based Services and Business Models in a B2B Environment pp. 143-162

Martin Matzner, Tobias Pauli, Emanuel Marx, Jürgen Anke, Jens Poeppelbuss, Erwin Fielt, Shirley Gregor, Ruonan Sun, Katja Maria Hydle, Tor Helge Aas, Margunn Aanestad, Jaap Gordijn, Fadime Kaya and Wieringa, and Roel

No Risk - More Fun? The Influence of Shopping Companions on Adolescents' Risk Perception and Hedonism pp. 163-175

Stefanie Wenzel and Martin Benkenstein

Business Solutions in the B2B World - A Systematic Literature Review pp. 176-195

Rodi Akalan

Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters pp. 196-214

Jennifer Hendricks, Gertrud Schmitz, Zelal Ates and Marion Büttgen

Volume 5, issue 2, 2021

Editorial pp. 70-70

Martin Benkenstein and Marion Büttgen

Blockchain in Service Management and Service Research - Developing a Research Agenda and Managerial Implications pp. 71-102

Marion Büttgen and Al.,

Working Conditions and Health of Leaders in Three Service Sectors pp. 103-118

Franziska Pundt and Marcel Lück

Quality or Quantity? The Power of Expert Reviews in the Presence of Conflicting Aggregated Ratings pp. 119-129

Anna Naujoks

When Do You Trust Your Doctor More? A Comparison between Korea to Germany pp. 130-142

Su Jin Yang, Janice Hyungyoon Han and Kim, and Jae Il

Volume 5, issue 1, 2021

Commentaries on the Sharing Economy: Advancing New Perspectives pp. 3-19

Martin P. Fritze, Martin Benkenstein, Russell Belk, Joann Peck, Jochen Wirtz and Claus, and Bart

This Business Analytics Tool Looks Nice, but... I am Still Happy Without It - Evidence from the Financial Services Industry pp. 20-35

Michael Leyer, Jürgen Strohhecker and Kettenbohrer, and Janina

The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations pp. 36-49

Stefan Trautwein, Jörg Lindenmeier and Arnold, and Christian

Antecedents of Frontline Employees' Customer Orientation: A Comprehensive Review pp. 50-70

Björn A. Hüttel

Volume 4, issue 4, 2020

Digital Disruption in Retailing and Beyond pp. 187-204

Heiner Evanschitzky, Boris Bartikowski, Tim Baines, Markus Blut, Christian Brock, Kristina Kleinlercher, Parikshit Naik, Olivia Petit, Thomas Rudolph, Charles Spence, Carlos Velasco and Nancy V. Wünderlich

Branded Employee Behaviour as a Double-Edged Sword: How Perceptions of Service Employees Impact Job Seekers' Application Intentions pp. 205-215

Nancy V. Wünderlich, Anja Iseke and Hürrem Becker-Özcamlica

Stereotypes in Services - A Systematic Literature Review to Move from Scattered Insights to Generalizable Knowledge pp. 216-236

Hannes Fleischer

Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health pp. 237-254

Saskia Hantel and Martin Benkenstein

Volume 4, issue 2-3, 2020

Tuning the Sounds of Service: Essays in Honour of Michael Kleinaltenkamp pp. 70-74

Sascha Raithel, Frank Jacob and Martin Benkenstein

From Muso to Academic and Back: A Time and Person-Based Acknowledgement of Michael Kleinaltenkamp pp. 75-83

Ingo Karpen and Carolin Plewa

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers pp. 84-99

Ilias Danatzis, Jana Möller and Christine Mathies

What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective pp. 100-120

Judith Dannenbaum, Laura Marie Edinger-Schons, Mario Rese, Olaf Plötner and Jan Wieseke

Managing Customer Success in Business Markets: Conceptual Foundation and Practical Application pp. 121-132

Andreas Eggert, Wolfgang Ulaga and Anna Gehring

Considering Value-related Concepts in Service-oriented Approaches to Marketing Studies in Light of Philosophical and Economic Value Theories pp. 133-144

Michaela Haase

From Centralized Energy Generation and Distribution to Clean Energy Communities: Exploring New Modes of Governance for the Energy Sector pp. 145-156

Albrecht Söllner and Tessa Haverland

Conceptualizing Resource Integration: The Peculiar Role of Pure Public Resources pp. 157-169

Herbert Woratschek, Chris Horbel and Bastian Popp

On the Marketness of Markets and Actor Clout: Market-shaping Roles pp. 170-184

Suvi Nenonen and Kaj Storbacka

Volume 4, issue 1, 2020

Artificial Intelligence and Robots in the Service Encounter pp. 3-8

Stefanie Paluch and Jochen Wirtz

Robots on Blockchain: Emergence of Robotic Service Organizations pp. 9-20

Nobuyuki Fukawa

Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study pp. 21-34

Patrick Meyer, Julia M. Jonas and Angela Roth

How Service Quality Influences Customer Acceptance and Usage of Chatbots? pp. 35-51

Lars Meyer-Waarden, Giulia Pavone, Thanida Poocharoentou, Piyanut Prayatsup, Maëlis Ratinaud, Agathe Tison and Sara Torné

Siri, Do I like You? Digital Voice Assistants and Their Acceptance by Consumers pp. 52-68

Karolina Ewers, Daniel Baier and Nadine Höhn