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 3, issue 4, 2019

Editorial pp. 162-162

Martin Benkenstein

Improving Service Provision - The Health Care Services' Perspective pp. 163-183

Vera Winter, Mette Kjærgaard Thomsen, Jonas Schreyögg, Katharina Blankart, Lize Duminy, Lukas Schoenenberger, John P. Ansah, David Matchar, Carl Blankart, Eva Oppel and Jensen, and Ulrich Thy

The Opportunities of Using Business Models in Service Management - A Review and Classification of Business Model Artefacts pp. 184-194

Dominik Augenstein

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels pp. 195-208

Hannes Boepple, Janine Göttling, Marie-Christin Papen and Florian U. Siems

Impact of Digitalization on Service Work in Knowledge-Intensive Business Services: An Empirical Study in Tax Consultancies pp. 209-222

Philipp K. Görs, Henning Hummert, Anne Traum and Friedemann W. Nerdinger

Volume 3, issue 3, 2019

Editorial pp. 110-110

Martin Benkenstein

Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership pp. 111-125

Sebastian Danckwerts, Lasse Meißner and Caspar Krampe

The Influence of Relationship Closeness on Central Motives for Joint Shopping and Satisfaction with the Shopping Experience among Adolescents pp. 126-136

Stefanie Wenzel and Martin Benkenstein

Exploring the Impact of Construed External Image on Brand Citizenship Behavior of Service Employees pp. 137-147

Verena Batt and Manfred Bruhn

The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups pp. 148-160

Manuel Grossmann, Christian Brock, Marco Hubert and Thomas Reimer

Volume 3, issue 2, 2019

Editorial pp. 53-53

Martin Benkenstein

Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities pp. 54-65

Sabine Benoit, Jens Hogreve, Christina Sichtmann and Nicola Bilstein

Delightful Service Innovations in the Context of Technology-Based Self-Services - Scale Development and Validation pp. 66-81

Florian Becker, Stephanie Bothe, Karsten Hadwich and Mareike Falter

Roommates in Hospitals - A New and Relevant Dimension of Health Care Quality Models pp. 82-90

Saskia Hantel and Martin Benkenstein

Risk Reporting in the Banking Sector: Risk Exposure versus Risk Management pp. 91-108

Kathrin Kureck

Volume 3, issue 1, 2019

Editorial pp. 2-2

Martin Benkenstein

Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction pp. 3-11

Nancy V. Wünderlich and Jens Hogreve

Customer Engagement in the Process of Service Provision pp. 12-23

Katharina-Maria Fonferek, Michael Kleinaltenkamp and Jana Möller

How Leadership Co-Creation Generates a Trickle-Down Effect on Employees' Resource Integration Behavior in Service Ecosystems: A Theoretical Framework pp. 24-36

Laura Becker

When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity pp. 37-50

Katja Rummelhagen and Martin Benkenstein

Volume 2, issue 4, 2018

Editorial pp. 5-5

Martin Benkenstein

Value Propositions in Service Systems Enabled by Digital Technology: A Field Based Design Science Approach pp. 6-21

Stefan Michael Genennig, Angela Roth, Julia M. Jonas and Kathrin M. Moslein

Reducing the IT Personnel's Workload in IT Self-Services pp. 22-35

Florian Bär, Michael Leyer and Kurt Sandkuhl

Distribution Districting - The Case of In-Night Express Services pp. 36-52

Christian Brabander

Do Different Service Types Require Changes in NSD Processes at Industrial Manufacturers - An Empirical Examination of Personal and Digital Services pp. 53-70

Yvonne Graf and Roland Helm

Volume 2, issue 3, 2018

Editorial pp. 2-2

Martin Benkenstein

From Goods to Services Consumption: A Social Network Analysis on Sharing Economy and Servitization Research pp. 3-16

Martin P. Fritze, Florian Urmetzer, Gohar F. Khan, Marko Sarstedt, Andy Neely and Tobias Schäfers

The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors - An Empirical Analysis pp. 17-29

Nicola Bilstein

Individual Drivers and Outcomes of Envisioned Value in Use of Customer Solutions: An Empirical Study in the Electric Mobility Context pp. 30-43

Jennifer Hendricks

Examining the Effects of Employees' Behaviour by Transferring a Leadership Contingency Theory to the Service Context pp. 44-62

Marion Popp and Karsten Hadwich

Volume 2, issue 2, 2018

Digital Transformation in Service Management pp. 3-21

Martin Matzner, Marion Büttgen, Haluk Demirkan, Jim Spohrer, Steven Alter, Albrecht Fritzsche, Irene C. L. Ng, Julia M. Jonas, Veronica Martinez, Kathrin M. Möslein and Andy Neely

Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement pp. 22-35

Lena Steinhoff, Carina Witte and Andreas Eggert

How to Manage Person-Role Conflicts: Differential Effects of Transformational Leadership Dimensions and the Moderating Role of Individual Cultural Orientation pp. 36-49

Veronika L. Selzer, Jan H. Schumann, Marion Büttgen, Zelal Ates, Julian Volz and Marcin Komor

The Impact of Psychological Ownership on Value in Use and Relational Outcomes pp. 50-70

Michael Kleinaltenkamp, Franziska Storck, Patrick Gumprecht and Jingshu Li

Volume 2, issue 1, 2018

Leadership of service employees - A narrative review pp. 3-15

Friedemann W. Nerdinger and und Alexander Pundt

Capabilities for providing socially beneficial services to consumers in low-income markets pp. 16-27

Heiko Gebauer, Mirella Haldimann and und Caroline Jennings Saul

Dynamic Service Innovation Capabilities for Servitisation - A Literature Review and Development of a Process Model pp. 28-41

Yvonne Graf and und Roland Helm

Bringing upcoming technologies to a service life: Assessing required provider and customer capabilities pp. 42-62

Michael Leyer, Mary Tate, Marek Kowalkiewicz and Michael Rosemann

Volume 1, issue 1, 2017

Editorial pp. 2-3

Martin Benkenstein

Topics for Service Management Research - A European Perspective pp. 4-21

Martin Benkenstein, Manfred Bruhn, Marion Büttgen, Christiane Hipp, Martin Matzner and Friedemann W. Nerdinger

Capturing Value in the Service Economy pp. 22-38

Jochen Wirtz and Michael Ehret

Customization of B2B Services: Measurement and Impact on Firm Performance pp. 39-56

Michael Kleinaltenkamp, Ioana Minculescu and Sascha Raithel

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 pp. 57-70

Christian Dormann, Sarah Brod and Sarah Engler