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 1/2021

Commentaries on the Sharing Economy: Advancing New Perspectives

Martin P. Fritze, Martin Benkenstein, Russell Belk, Joann Peck, Jochen Wirtz, and Bart Claus

The sharing economy is an omnipresent topic, not just in academia but throughout public discourses. Key questions thus have been approached from various research perspectives. To gain a comprehensive view of these perspectives, this commentary features contributions from a group of respected scholars, sharing their research findings, personal observations, and informed interpretations of the sharing economy. Their individual commentaries reflect unique theoretical perspectives, and they include discussions of why the sharing economy makes service management research more relevant, implications for companies and consumers, and key research needs.

This Business Analytics Tool Looks Nice, but... I am Still Happy Without It – Evidence from the Financial Services Industry

Michael Leyer, Jürgen Strohhecker, and Janina Kettenbohrer

The purpose of this paper is to take a behavioural perspective to reveal why employees hesitate to use business analytics in their operations throughout the whole organisation. We gather quantitative data with a survey in the financial services industry with 332 responses including both users of analytic tools as well as non-users. The results reveal that on an individual level it is skills being important for usage but not perceived value. On the organisational side, perceived norms from supervisors and peers as well as accessibility are important. Further analyses on the level of different business analytic tool categories show e.g. that the attitude of employees is important for forecasting but not for other tools. Practical implications are that supervisors should be convinced of the importance of analytic tools to foster usage among employees and selfservice options for having access to software supporting business analytics should be offered.

The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations

Stefan Trautwein, Jörg Lindenmeier, and Christian Arnold

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT) towards the adoption of SSIs. Furthermore, contingent on the level of brand familiarity (BF), this study hypothesizes a moderated mediation with regard to the ‘CJE = AT = IN’ relationship. The empirical findings are largely in line with the model hypotheses: First, technology affinity affects adoption intention indirectly via attitude towards SSIs. Second, CJE has a significant direct and indirect effect on adoption intention in the cases of average and high brand familiarity. For low brand familiarity, CJE neither has a significant direct effect nor a significant indirect effect on SSI acceptance. Based on the empirical findings, the present paper discusses implications for service management and service research, study limitations and avenues for future research.

Antecedents of Frontline Employees’ Customer Orientation: A Comprehensive Review

Björn A. Hüttel

This systematic literature review investigates the antecedents of frontline employees’ (FLEs) customer orientation (CO). In the literature various understandings of CO co-exist, which put an emphasis on different influencing factors and use different measurement approaches to study FLEs’ CO. The literature lacks a comprehensive literature review that structures and summarizes the fragmented empirical research on antecedents of FLEs’ CO. This study closes this gap by first, providing an extensive overview of the antecedents of FLEs’ CO, identifying and categorizing the factors that influence FLEs’ CO into four broad areas. Second, the study sheds light on the different understandings of CO and structures the fragmented literature. Based on the literature review, the study identifies avenues for future research in the field. Finally, the literature review gives guidance to managers by structuring starting points to enhance FLEs’ CO.

Current Issue

Cover SMR 01-2021 (bildschirmoptimiert)


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