SMR - Journal Of Service Management Research


Free Articles

We are proud to present the first issue of SMR - Journal of Service Management Research to the service research community: This issue is for free download.

Selected free articles will be continued regularly, each quarter an article. 
Would you like to test a whole issue for free? Please order our free trial issue.

Leadership of Service Employees - A Narrative Review

Friedemann W. Nerdinger and Alexander Pundt

The authors illustrate how leaders can establish positive relations with employees and influence their emotions. They clarify the special characteristics of service work related to direct contact with customers and the kind of service work for which special forms of leadership are needed. Based on a broad literature review they discuss which kinds of leadership are effective in leading service employees, and to which kinds of service work this applies. In particular, they show that transformational leadership and establishing leader-member exchange are of great importance. (to the whole article)

Topics for Service Management Research – A European Perspective

Martin Benkenstein, Manfred Bruhn, Marion Büttgen, Christiane Hipp, Martin Matzner and Friedemann W. Nerdinger

The editors of SMR aim to provide researchers and with that potential authors of the SMR with relevant guidelines for future research topics. In this regard they present insights from two surveys, interviewed European scholars on their focus on service research and additionally discussed future research topics in the field of service management as an expert group. (to the whole article…)

Capturing Value in the Service Economy

Jochen Wirtz and Michael Ehret

The authors explore the level of vertical integration in any industry, because almost any activity, process, asset, and skill set has become or will become available as a service and can be bought from competitive markets. Therefore, firms have to decide what to own in a value chain to build up competitive advantage. The authors propose a framework for identifying key assets for enhancing the competitive advantage and financial viability in different categories. (to the whole article...) 

Customization of B2B Services: Measurement and Impact on Firm Performance

Michael Kleinaltenkamp, Ioana Minculescu and Sascha Raithel 

The authors discuss in an empirical study based on quantitative data – the trade-off between increasing costs on the one hand and higher loyalty, increasing willingness to pay and higher customer satisfaction on the other hand of the customization of services in business-to-business (B2B) markets. Based on this discussion the authors identify how B2B services can be measured and how the degree of customization impacts firm performance. (to the whole article...) 

Demographic Change and Job Satisfaction in Service Industries 

Christian Dormann, Sarah Brod and Sarah Engler

The authors analyse the impact of customer-employee interactions on customer-related social stressors. They discuss whether age and gender moderate this relationship. Using a panel study with police officers they show that older and female employees’ negative affect increases less strongly than the negative affect of younger respectively male officers. The authors discuss relevant implications for human resource management in service industries. (to the whole article…)

The 1st  issue of SMR has been published in September 2017: