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 4/2018

Value Propositions in Service Systems Enabled by Digital Technology: A Field Based Design Science Approach

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

The authors design the VdiP-developer as a framework for the systematic development of digitization-enabled value propositions in service systems. The paper considers the advancement of existing likewise the development of new value propositions. In particular, the VdiP-developer highlights the roles of digital technology in service systems and establishes a framework to consider both, digital technology and service systems, in the development of value propositions. Using a field-based design-science approach to research, this paper shows how the framework for value proposition building is iteratively developed, applied and evaluated as a joint initiative by researchers and practitioners.

Reducing the IT Personnel’s Workload in IT Self-Services

Florian Bär, Michael Leyer, and Kurt Sandkuhl

IT operations aims to reduce the IT personnel’s workload in IT self-services, which is not self-evident. This study explores how the IT personnel’s workload can be reduced in IT self-services. A multiple-case study with five IT self-services was conducted. Data was collected from two German IT service providers and a European software company. The problem causing a non-reduction of the IT personnel’s workload in IT self-services is a lack of service production control and it is rooted in knowledge and skill gaps and a free IT self-service outcome. The two solutions to that problem comprise the adoption of five behavioral patterns: chargeback and limitation, standardization of the IT selfservice, authorization of employee orders, showback, and training and support. This study is first revealing the mechanisms how IT self-services can be operated successfully from a service operations perspective.

Distribution Districting – The Case of In-Night Express Services

Christian Brabänder

Distribution districting is the problem of partitioning a logistics service area into districts. A good districting plan is characterized by its properties of contiguity, compactness, and balance. Herein, a mixed integer program of the distribution districting problem is proposed. Compactness serves as the objective, since compact districts have greater operational routing flexibility. Balance of the estimated travel time per district is incorporated in the constraints of the model. Contiguity is modelled using a net flow formulation. The applicability is demonstrated at the case of in-night express at Kiessling Spedition. In express services, districting is of major importance since the feasibility and productivity of tours, bundling of shipments, daily routing efficiency, and satisfaction of customers and drivers are depending on a good districting plan. This paper contributes to the body of districting literature through a practical application of a quantitative model and thus bridges the gap between academic literature and practice.

Do Different Service Types Require Changes in NSD Processes at Industrial Manufacturers – An Empirical Examination of Personal and Digital Services

Yvonne Graf and Roland Helm

New service development (NSD) at industrial manufacturers and the corresponding process are topics of growing interest in research. However, it has not been clarified yet if the latter should be customised according to different service types. The scarce attention paid to classifying services in this context is surprising considering the increasing importance of personal next to digital services in the course of the emergence of the latter. We take a step towards closing this gap by empirically examining a potential moderating effect of these two service types on a capability-based NSD process. Since it has been established conceptually so far, its investigation in an abbreviated version constitutes a further element of our study. Based on an analysis of 197 NSD projects, we can support the sequence of that process, however, we cannot, contrary to our assumptions, find a moderating effect of the service types. This result implies that managers should focus on possessing the basic capabilities to successfully pass through the NSD process independent of the services developed.

Current Issue

SMR 4/2018


SMR - Jetzt kostenlos testen