Journal of Service Management Research最新文献

Business Solutions in the B2B World - A Systematic Literature Review B2B世界中的商业解决方案——系统文献综述

Journal of Service Management Research Pub Date : 2021-08-27 DOI: 10.15358/2511-8676-2021-3-176

Rodi Akalan

引用次数: 0

Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters 医疗保健中的价值共同创造与共同毁灭:分析护患接触中的公民身份与功能失调患者行为

Journal of Service Management Research Pub Date : 2021-08-27 DOI: 10.15358/2511-8676-2021-3-196

J. Hendricks, G. Schmitz, Zelal Ates, M. Büttgen

引用次数: 0

Transitioning to Platform-based Services and Business Models in a B2B Environment 在B2B环境中过渡到基于平台的服务和业务模型

Journal of Service Management Research Pub Date : 2021-08-27 DOI: 10.15358/2511-8676-2021-3-143

Martin Matzner, Tobias Pauli, E. Marx, Jürgen Anke, J. Poeppelbuss, E. Fielt, S. Gregor, Ruonan Sun, K. Hydle, T. Aas, M. Aanestad, J. Gordijn, F. Kaya, Andrea Wieringa

{"title":"Transitioning to Platform-based Services and Business Models in a B2B Environment","authors":"Martin Matzner, Tobias Pauli, E. Marx, Jürgen Anke, J. Poeppelbuss, E. Fielt, S. Gregor, Ruonan Sun, K. Hydle, T. Aas, M. Aanestad, J. Gordijn, F. Kaya, Andrea Wieringa","doi":"10.15358/2511-8676-2021-3-143","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-3-143","url":null,"abstract":"Given the considerable success of companies such as Apple, Amazon or Airbnb, the term platform is on everyone’s lips today. Accordingly, platforms have long since also found their way into service science. However, mastering the transition from established product-sales-based offerings to platform-based services and business models comes with a multitude of challenges. In a B2B context, incumbent companies need to carefully evaluate how they can benefit from the establishment of platforms, especially in light of the effects on their existing business models and ties to other actors. Hence, we invited scholars with different backgrounds to provide viewpoints on the opportunities and challenges of the transition to platform-based services and business models in a B2B environment. The individual commentaries provide various insights on how to conduct this transition and benefit from it successfully. To do so, they contrast different approaches for establishing and governing ecosystems around platforms, discuss B2B-specific pitfalls and opportunities of platform business models, uncover the supporting role of platforms for smart service development, and stress the importance of platform and ecosystem thinking as a necessary mindset.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127572304","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective 怎样才能成功实施混合销售策略?权变视角

Journal of Service Management Research Pub Date : 2020-06-18 DOI: 10.15358/2511-8676-2020-2-3-100

Judith Dannenbaum, L. Edinger‐Schons, M. Rese, Olaf Plötner, J. Wieseke

{"title":"What Does it Take to Successfully Implement a Hybrid Offering Strategy? A Contingency Perspective","authors":"Judith Dannenbaum, L. Edinger‐Schons, M. Rese, Olaf Plötner, J. Wieseke","doi":"10.15358/2511-8676-2020-2-3-100","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-2-3-100","url":null,"abstract":"Since the beginning of the 1990s, selling integrated bundles of goods and services – so-called hybrid offerings – have emerged as a trend in industrial markets. Hybrid offerings are proposed to help companies to differentiate in highly competitive markets and to generate higher margins. Meanwhile, as anecdotal evidence suggests, many companies still fail to offer such hybrid offerings successfully. Hence, the purpose of this study is to test whether a positive relationship between implementing a hybrid offering strategy and companies’ financial success exists and which contingency factors moderate this relationship. By using a cross-industry survey of N=299 European industrial companies from various industries which combine products and services to varying degrees, the study at hand reveals that a hybrid offering strategy is especially successful under conditions of fierce competition. Results further reveal that a company’s proactive decision to implement a hybrid offering strategy (instead of a mere reaction to customer pressure) affects the performance gains that the company can reap from hybrid offerings. Furthermore, results indicate that capabilities such as top-management commitment, modularization, as well as a supporting infrastructure significantly leverage the success of a hybrid offering strategy. These results have important implications for academic knowledge on hybrid offerings as well as the management of service infusion processes in companies.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130197313","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Considering Value-related Concepts in Service-oriented Approaches to Marketing Studies in Light of Philosophical and Economic Value Theories 从哲学和经济价值理论看面向服务的营销研究方法中的价值相关概念

Journal of Service Management Research Pub Date : 2020-06-18 DOI: 10.15358/2511-8676-2020-2-3-133

M. Haase

引用次数: 1

Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study 文具零售一线员工对服务机器人的接受度与抗拒度——一项探索性访谈研究

Journal of Service Management Research Pub Date : 2020-02-27 DOI: 10.15358/2511-8676-2020-1-21

P. Meyer, J. Jonas, Angela Roth

{"title":"Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study","authors":"P. Meyer, J. Jonas, Angela Roth","doi":"10.15358/2511-8676-2020-1-21","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-1-21","url":null,"abstract":"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.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128912743","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 25

Robots on Blockchain: Emergence of Robotic Service Organizations 区块链上的机器人:机器人服务组织的出现

Journal of Service Management Research Pub Date : 2020-02-27 DOI: 10.15358/2511-8676-2020-1-9

Nobuyuki Fukawa

引用次数: 4

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels 个人特征对投诉渠道选择影响的实证研究

Journal of Service Management Research Pub Date : 2019-12-05 DOI: 10.15358/2511-8676-2019-4-195

Hannes Boepple, J. Göttling, Marie-Christin Papen, F. Siems

引用次数: 0

When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity 当服务员工不应该多走一英里:感知员工努力与客户不当行为严重程度之间的相互作用

Journal of Service Management Research Pub Date : 2019-02-27 DOI: 10.15358/2511-8676-2019-1-37

Katja Rummelhagen, M. Benkenstein

引用次数: 4

Making emergent technologies more tangible - Effects of presentation form on user perceptions in the context of automated mobility 使新兴技术更加有形——在自动移动的背景下，呈现形式对用户感知的影响

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.5771/2511-8676-2023-1-7

Frederica Janotta

引用次数: 0