SMR - Journal of Service Management Research

doi:10.15358/2511-8676-2019-1

SMR - Journal of Service Management Research

Browse Volumes: SMR - Journal of Service Management Research

SMR Volume 3 (2019) Issue 1

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doi.org/10.15358/2511-8676-2019-1
ISSN: 2511-8676
ISSN online: 2942-3392
Nomos, Baden-Baden Nomos, Baden-Baden

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Abstract

SMR is a platform for the academic dialog between service researchs from different economic disciplines. It offers critical depictions of the newest developments in the central areas of service research. Thereby SMR dedicates itself particularly to interdisciplinary research agendas.

For more information for authors and subscribers, see rsw.beck.de/zeitschriften/smr.

Chapter Expand | CollapseAuthorsPage
1–1 Titelei/Inhaltsverzeichnis 1–1
2–2 Editorial Martin Benkenstein Martin Benkenstein 2–2
3–50 Research Articles 3–50
- 3–11 Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction Nancy V. Wünderlich, Jens Hogreve Nancy V. Wünderlich, Jens Hogreve 3–11
- 12–23 Customer Engagement in the Process of Service Provision Katharina-Maria Fonferek, Michael Kleinaltenkamp, Jana Möller Katharina-Maria Fonferek, Michael Kleinaltenkamp, Jana Möller 12–23
- 24–36 How Leadership Co-Creation Generates a Trickle-Down Effect on Employees' Resource Integration Behavior in Service Ecosystems: A Theoretical Framework Laura Becker Laura Becker 24–36
- 37–50 When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity Katja Rummelhagen, Martin Benkenstein Katja Rummelhagen, Martin Benkenstein 37–50

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