SMR - Journal Of Service Management Research

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SMR – Journal of Service Management Research publishes four issues and 16-20 peer-reviewed articles per year. As subscriber you find fulltext access (PDF) and search function to the complete archive of all issues on elibrary.vahlen.de.

Please find detailed information on the current issue below:

ISSUE 3/2021

Transitioning to Platform-based Services and Business Models in a B2B Environment

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 Roel Wieringa

Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from established product-sales-based offerings to platform-based services and business models comes with a multitude of challenges. In a B2B context, incumbent companies need to carefully evaluate how they can benefit from the establishment of platforms, especially in light of the effects on their existing business models and ties to other actors. Hence, we invited scholars with different backgrounds to provide viewpoints on the opportunities and challenges of the transition to platform-based services and business models in a B2B environment. The individual commentaries provide various insights on how to conduct this transition and benefit from it successfully. To do so, they contrast different approaches for establishing and governing ecosystems around platforms, discuss B2B-specific pitfalls and opportunities of platform business models, uncover the supporting role of platforms for smart service development, and stress the importance of platform and ecosystem thinking as a necessary mindset.

No Risk – More Fun? The Influence of Shopping Companions on Adolescents’ Risk Perception and Hedonism

Stefanie Wenzel and Martin Benkenstein

Increasing autonomy in purchasing decisions within adolescence leads to a high degree of uncertainty. Previous research has revealed that assistance to minimizing consumer risk has been identified as one of the predominant motives for shopping with a companion. Even though accompanied shopping is a significant characteristic of adolescent consumer behaviour, only a few studies have addressed this topic so far. We conduct five studies to address this issue. Two laboratory studies and three field studies demonstrate that a shopping companion does not reduce adolescents’ perceived risk. Furthermore, this finding applies not only to teenagers, but also to adults. Based on these results, other factors and influences that determine shopping together are examined, as is their actual implementation. Two field studies show a positive effect of a shopping companion on adolescents’ consumer experience. Accompanied consumers enjoy shopping much more than solo shoppers, which mediates the relationship between shopping situation (solo vs. with a companion) and shopping experience satisfaction.

Business Solutions in the B2B World – A Systematic Literature Review

Rodi Akalan

In an increasingly competitive environment, manufacturers are seeking for new ways of sustainable growth. Different resources (i.e., products, services, knowledge) are integrated into innovative business solutions to solve an entire customer problem. Business solution research is a dynamic research domain with a continuously increasing research output. This study provides a systematic literature review on business solution research. It reviews 355 articles from 1964 to 2020. On the one hand, the review’s objective is to develop a consistent definition and to retrace the evolutionary path of business solutions. On the other hand, the review aims to investigate outcomes and challenges of business solutions and uncover existing research gaps. These insights can help researchers to gain a quick and up-to-date snapshot of business solution research. Managers can benefit by understanding conceptual foundations of business solutions and potential risks, challenges, and outcomes.

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

Jennifer Hendricks, Gertrud Schmitz, Zelal Ates, and Marion Büttgen

Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient behavior from a value co-creation (and even co-destruction) perspective, the purpose of the present study is to identify drivers that promote citizenship and reduce dysfunctional patient behavior in service interactions with nurses at the same time. Using PLS-SEM and survey data from 404 inpatients, results demonstrate the importance of perceived citizenship behavior of nurses for patient citizenship behavior by showing a significant direct effect (and partially even an indirect effect mediated by patients’ positive emotions) on all identified forms. However, it provides little chances to reduce dysfunctional patient behaviors, as there hardly exists any significant (direct or indirect) effect.

Current Issue

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