SMR - Journal Of Service Management Research


Current Issue

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

Please find detailed information on the current issue below:

ISSUE 3/2018

From Goods to Services Consumption: A Social Network Analysis on Sharing Economy and Servitization Research

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

The transition from consuming goods to consuming services is a topic of great interest for service researchers and has been examined from various perspectives. We provide an overview of how this field of research has been approached by systematically analyzing the current state of the academic literature. We report the results of a social network analysis of the sharing economy and servitization literature, which reveals the structure of the knowledge networks that have been formed as a result of the collaborative works of researchers, institutions, and journals that shape, generate, distribute, and preserve the domains’ intellectual knowledge. We shed light on the cohesion and fragmentation of knowledge and highlight the emerging and fading topics within the field. The results present a detailed analysis of the research field and suggest a research agenda on the transition of goods to services consumption.

The Moderating Effect of Customers’ Willingness to Participate in Service Recovery and its Impacting Factors - An Empirical Analysis

Nicola Bilstein

Prior research cites customer participation in service recovery (CPSR) as a meaningful strategy to ensure post-recovery satisfaction or repurchase intentions. However, recent studies raise doubts about the generalizability of its unconditional positive effect, suggesting the presence of moderating factors. With an explorative, qualitative study, this article considers customer participation willingness in service recovery as moderator. It also identifies six factors likely influencing customers’ willingness to participate in recovery and in turn affecting the strength and valence of the relationship between CPSR and post-recovery evaluations. For example, by changing customer participation willingness in service recovery, the factors of responsibility for a third person and domain-specific expertise influence the strength of this underlying relation; the possibility to influence the recovery result even may flip its valence. These results offer new insights for managers to assess situations in which CPSR is likely to be appropriate and thus to create more effective service recovery processes.

Individual Drivers and Outcomes of Envisioned Value in Use of Customer Solutions: An Empirical Study in the Electric Mobility Context

Jennifer Hendricks

Customer solutions are a promising opportunity to gain competitive advantages − also in B2C markets and with the proviso that they offer customers a high value in use. However, little is known about the value that B2C customer solutions provide customers during the usage process, its drivers and its outcomes. This study’s aim is to bridge the research gap by identifying and empirically validating the individual drivers and outcomes of envisioned value in use (EVIU) of customer solutions in the electric mobility context (e-mobility solutions). Based on a literature review as well as on a qualitative and a quantitative (n = 441) study, knowledge uncertainty, multimodal usage behaviour and environmental awareness are identified as the relevant drivers of the benefits and costs of EVIU. In addition, EVIU is a strong predictor of customers’ intention to use a customer solution and pay a price premium.

Examining the Effects of Employees’ Behaviour by Transferring a Leadership Contingency Theory to the Service Context

Marion Popp and Karsten Hadwich

Various studies examined the effects of employee behaviour in specific service contexts. However, research fails to provide comprehensive results in different types of service situations, which is addressed in this research. Assuming that employees represent leaders guiding customers through a service situation, this research supposes that the results of Fiedler’s leadership contingency theory, stating that a leader’s success depends on leadership style and leadership situation, also apply to a service context. Analogous to Fiedler, the effectiveness of employees task- and relationship-oriented behaviour in different types of service situations is tested (n = 315). Situations varied between their employee-customer relationship, the interaction’s inherent performance structure and the employee’s personal power. Results confirm that the advantageousness of employee behaviour for employee’s overall success depends on the type of situation. However, contrary to Fiedler, irrespective of the type of service situation, relationship-oriented behaviour is more effective for employee’s overall success than task-oriented behaviour.

Frontiers 2019: Call for Abstracts



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