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 2/2021

Blockchain in Service Management and Service Research – Developing a Research Agenda and Managerial Implications

Marion Büttgen, Julia Dicenta, Kai Spohrer, Viswanath Venkatesh, Raji Raman, Hartmut Hoehle, Arne De Keyser, Cédric Verbeeck, Thijs J. Zwienenberg, Kim Peiter Jørgensen, Roman Beck, Olivier Rikken, Marijn Janssen, Zenlin Kwee, and Fabian Schär

As blockchain technology is maturing to be confidently used in practice, its applications are becoming evident and, correspondingly, more blockchain research is being published, also extending to more domains than before. To date, scientific research in the field has predominantly focused on subject areas such as finance, computer science, and engineering, while the area of service management has largely neglected this topic. Therefore, we invited a group of renowned scholars from different academic fields to share their views on emerging topics regarding blockchain in service management and service research. Their individual commentaries and conceptual contributions refer to different theoretical and domain perspectives, including managerial implications for service companies as well as forward-looking suggestions for further research.

Working Conditions and Health of Leaders in Three Service Sectors

Franziska Pundt and Marcel Lück

This study investigates the job demands, job resources, and health of leaders in three service sectors. The analyses are based on data of the 2018 BIBB/BAuA Employment Survey, a representative sample of the German labour force. The three service sectors trading, finance, and public services varied significantly in how leaders perceive job demands, job resources, psychosomatic health complaints, and musculoskeletal health complaints. Hardly any variation was found, however, in how demands and resources are associated with psychosomatic and musculoskeletal health complaints. These findings imply that service leaders’ perceptions provide sector-specific patterns of demands and resources, which are well reflected in stress theory. The findings further imply that there is no need for sector-specific theories predicting health complaints. The article concludes with a discussion of practical implications for health promotion in the three service sectors and the promotion of leaders’ health.

Quality or Quantity? The Power of Expert Reviews in the Presence of Conflicting Aggregated Ratings

Anna Naujoks

Many consumers consult online reviews to evaluate services. Online review platforms present them with multiple cues by which to assess whether a review message is useful in their decision-making process. However, consumers are often faced with conflicting opinions from different information sources. By using the theoretical framework of dual-process theory and signaling theory, this paper examines the effect of majority and minority influences. It further investigates how expert reviewers are perceived, and the role played by the total number of available reviews. A 2 x 2 x 2 (review valence x expertise of conflicting review x number of reviews) scenario-based experiment is conducted. The results demonstrate that expert sources weaken the prominent influence of the majority, especially when majority size is small. The research contributes to existing literature by explaining how the simultaneous presence of majority and minority influences affects consumers’ decision-making process. Moreover, it examines the power of online expert reviewers.

When Do You Trust Your Doctor More? A Comparison between Korea to Germany

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

This research examines the role of demographic homophily in the medical service context. It suggests that demographic homophily between a customer and a service provider has a positive effect on trust, thereby leading to customer loyalty. There is also a mediating effect regarding the clarity of communication and a moderating effect of cultural background on the relationship between demographic homophily and trust. This cross-cultural study compares Korean and German consumers. The moderated mediation effects by cultural background were investigated based on PROCESS, and the mediation effect of trust turned out to be significantly moderated by cultural background. Regardless of cultural background, demographic homophily turned out to be an important explanative variable for building trust with medical service providers. By investigating the significance of demographic homophily and the impact of cultural background, this research contributes to the service marketing field, both academically and practically.

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