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 1/2020

Artificial Intelligence and Robots in the Service Encounter

Stefanie Paluch and Jochen Wirtz

Robots on Blockchain: Emergence of Robotic Service

Nobuyuki Fukawa

Radical changes in the technological Environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on Transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.

Frontline Employees’ Acceptance of and Resistance to Service Robots in Stationary Retail – An Exploratory Interview Study

Patrick Meyer, Julia M. Jonas, and Angela Roth

Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to profoundly change the stationary retail’s service systems. Among other technologies, service robots are said to have the potential to revitalise interactive value creation in stationary retail. However, the integration of such technologies poses new challenges. Prior research has looked at customers’ acceptance of service robots in stationary retail settings, but few studies have explored their counterparts – the frontline employees’ (FLEs) perspective. Yet, FLEs’ acceptance of service robots is crucial to implement service robots for retail innovation. To explore FLEs’ acceptance of and resistance to service robots, a qualitative exploratory interview study is conducted. It identifies decisive aspects, amongst others loss of status or role incongruency. The findings extend prior studies on technology acceptance and resistance and reveal i.a. that FLEs perceive service robots as both a threat and potential support. Moreover, they feel hardly involved in the co-creation of use cases for a service robot, although they are willing to contribute.

How Service Quality Influences Customer Acceptance and Usage of Chatbots?

Lars Meyer-Waarden, Giulia Pavone, Thanida Poocharoentou, Piyanut Prayatsup, Maëlis Ratinaud, Agathe Tison, and Sarah Torné

The present study aims to investigate consumers’ acceptance of and intention to reuse a chatbot in the context of automated customer service in the airline industry. In particular, we identify the most valuable factors that affect acceptance of an intention to reuse a chatbot by integrating the theoretical framework SERVQUAL. The main results show that reliability and perceived usefulness are the most important criteria that affect the intention to reuse the chatbot. Contrary to our expectations, empathy does not have any significant effect. The study suggests that in the case of an interaction with a chatbot for a purpose that may involve an economic transaction, customers prefer the chatbot for its utilitarian value, as reliability and usefulness are considered to be more important than empathy. Moreover, tangible elements play an important role in increasing the perceived ease of use.

Siri, Do I like You? Digital Voice Assistants and Their Acceptance by Consumers

Karolina Ewers, Daniel Baier, and Nadine Höhn

Nowadays, digital voice assistants (DVAs) such as Amazon’s Alexa, Google’s Assistant, or Apple’s Siri provide speech-oriented human-computer interfaces that have the potential to make consumers’ interaction with other consumers, firms, or devices more convenient, enjoyable, and productive. However, at least currently, DVA acceptance is limited, even among digital natives and corresponding explanations are missing. This paper seeks to close this gap by investigating which factors have an impact on DVA acceptance. Therefore, we develop a new approach that combines elements of the Technology Acceptance Model (TAM) as well as the Uses and Gratifications Approach (UGA). A sample of 283 digital natives participated in a Siri field experiment. The results demonstrate that especially enjoyment, but also social status and social influence are main DVA acceptance drivers. Nevertheless, Millennials have some privacy concerns about companies getting too much personal information while using DVAs. This study provides valuable insights into main drivers of DVA acceptance. Theoretical and practical implications are discussed.

Current Issue

CoverSMR 01-2020 (bildschirmoptimiert)


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