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 2-3/2020

Editorial: Tuning the Sounds of Service: Essays in Honour of Michael Kleinaltenkamp

Sascha Raithel, Frank Jacob, and Martin Benkenstein

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

Ingo Karpen and Carolin Plewa

Ingo Karpen and Carolin Plewa, in their article titled “From Muso to Academic and Back: A Time and Person-Based Acknowledgement of Michael Kleinaltenkamp,” undertake an intensified literature analysis of Michael’s publication output as a marketing researcher over his 36-year career, putting special focus on his Englishlanguage publications between 2002 and 2019. The authors identify central and recurring themes in Michael’s oeuvre: relationships, service, and value emerge as the most prominent ones. Karpen and Plewa’s analysis impressively highlights howdiligently and continuously Michael contributed to the advancement of knowledges on topics so core for understanding modern business markets and for guiding management decisions therein.

We’re So Bad It’s Funny – Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

Ilias Danatzis, Jana Möller, and Christine Mathies

In their study titled “We’re So Bad It’s Funny – Effects of Using Humour in the Marketing Communication of Low- Quality Service Providers,” Ilias Danatzis, Jana Möller, and Christine Mathies analyse the impact of a specific type of service provider message content, that is, humour, on Service customers’ attitudinal outcomes. The authors take a unique position in establishing humour as an effective moderator in offsetting negative ramifications from lowquality, or no-frills, service offerings. This study ties in  with Michael’s research on humour in Service.

What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective

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

Judith Dannenbaum, Laura-Maria Edinger-Schons, Mario Rese, Olaf Plötner, and JanWieseke’s article focuses on improving understanding of the performance impacts from socalled hybrid offerings in the context of industrial companies. In their article titled “What Does It Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective,” hybrid offerings are understood as integrated bundles of goods and service. Using extensive empirical research work with industrial companies as a basis, the authors demonstrate the effects of hybrid offerings on performance. This paper complements Michael’s research on manufacturing firms moving into the solution Business.

Managing Customer Success in Business Markets: Conceptual Foundation and Practical Application

Andreas Eggert, Wolfgang Ulaga, and Anna Gehring

Under the title of “Managing Customer Success in Business Markets: Conceptual Foundation and Practical Application,” Andreas Eggert, Wolfgang Ulaga, and Anna Gehring propound foundational delineations of core concepts for customer success research. In addition to clarifying concepts, the authors progress knowledge in their systematic presentation of business practices as relevant to customer success. The authors do so by also Building on and extending Michal’s work in this Domain.

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

Michaela Haase

Michaela Haase’s paper titled “Considering Value-related Concepts in Service-oriented Approaches to Marketing Studies in Light of Philosophical and Economic Value Theories” compares how value and related concepts are comprehended in two different science disciplines. She identifies research on customer integration, mainly anchored in Michael’s work (e.g., Kleinaltenkamp, Fließ, & Jacob, 1996) as one strand in economic research on value. Haase’s discourse unearths accordance, similarities, and differences between the two perspectives. The article bears great potential to more accurately categorize existing studies and guide future value Research.

From Centralized Energy Generation and Distribution to Clean Energy Communities: Exploring New Modes of Governance for the Energy Sector

Albrecht Söllner and Tessa Haverland

Albrecht Söllner and Tessa Haverland address modes of coordination for the rather novel phenomenon of Energy communities in their analysis titled “From Centralized Energy Generation and Distribution to Clean Energy Communities: Exploring New Modes of Governance for the Energy Sector.” They describe and categorize such communities, provide background information on the legal and regulatory context, assess the body of relevant extant literature, and derive four governance schemes from a theory-based analysis. Their work explicitly relates to the concept of customer integration, one of the themes Michael’s writings are so essential for (e.g., Kleinaltenkamp et al. 1996). Söllner and Haverland’s article also resonates nicely with Michael’s lasting interest in governance modes in business market settings, the continuum between transactions and relationships in particular.

Conceptualizing Resource Integration: The Peculiar Role of Pure Public Resources

Herbert Woratschek, Chris Horbel, and Bastian Popp

Herbert Woratschek, Chris Horbel, and Bastian Popp address the topic of resource integration in their analysis. Their article “Conceptualizing Resource Integration: The Peculiar Role of Pure Public Resources” makes several distinct strides in advancing existing knowledge. Most notably, they provide a thorough analysis of literature, which reveals substantial similarities in understanding resource integration between the older research stream on customer integration, whose proponents aremostly from the German research community, and the more recent international research on the service-dominant logic of marketing. The authors find Michael’s works to be foundational for both streams.

On the Marketness of Markets and Actor Clout: Market-shaping Roles

Suvi Nenonen and Kaj Storbacka

Suvi Nenonen and Kai Storbacka dedicate their contribution to the topic of market shaping, a theme currently emerging and receiving widespread attention in B2B marketing and service research communities. In their paper “On the Marketness of Markets and Actor Clout: Market-shaping Roles,” they elicit the origins of market shaping, position the topic with respect to various research strands, and carve out a typology of four actor roles in market shaping. Interestingly, the design and evolution of markets was a core area of interest in Michael’s early career stages. His habilitation thesis exemplifies the link (Kleinaltenkamp 1993). Michael never lost interest in the topic, as evidenced in his role as a co-organizer of the 2020 Market Shaping and Innovation Colloquium in Berlin (which, unfortunately, was cancelled due to the corona virus outbreak).

Current Issue

Cover_SMR 2_3-2020 (bildschirmoptimiert)

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