Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-3-148
M. Grossmann, Christian Brock, M. Hubert, Thomas Reimer
This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups, managers and investors neglect the impact of WOM and therefore underestimate the CLV. To examine this assumption, self-collected WOM data is integrated into calculation of the CLV of a one-yearold online grocery retailer start-up. The CLV of 632 customers is combined with a survey about positive WOM activities. The study shows the high relevance of WOM for start-ups in a noncontractual as well as service setting, thereby calling for integration of WOM into calculation of the CLV.
{"title":"The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups","authors":"M. Grossmann, Christian Brock, M. Hubert, Thomas Reimer","doi":"10.15358/2511-8676-2019-3-148","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-3-148","url":null,"abstract":"This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups, managers and investors neglect the impact of WOM and therefore underestimate the CLV. To examine this assumption, self-collected WOM data is integrated into calculation of the CLV of a one-yearold online grocery retailer start-up. The CLV of 632 customers is combined with a survey about positive WOM activities. The study shows the high relevance of WOM for start-ups in a noncontractual as well as service setting, thereby calling for integration of WOM into calculation of the CLV.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126671159","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}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-2-82
K. Figl, Christiane Lehrer, Jule Helder
The smartwatch market is rapidly expanding, with a diverse range of apps now available to users. This study examines users’ perceptions and attitudes toward apps on smartwatches and smartphones. Our experiment revealed that users did not generally perceive apps and the information they provide as more credible, timely, or of higher quality on smartwatches than on smartphones. Instead, the study identified app-device fit as the key factor that influences users’ perceptions. For apps that fit particularly well with smartwatches, such as body-related apps for health and sleep tracking, users rated app credibility, timeliness of data, information quality, and their overall attitude towards using the app higher on the specialized device (i.e., smartwatch) than on smartphones. However, no significant differences were found for sports-related domains, such as hiking and surfing. To optimize user experience, app developers should carefully consider the fit between the app and the device.
{"title":"App-Device Fit Matters: Understanding User Perceptions of Apps on Smartwatches and Smartphones","authors":"K. Figl, Christiane Lehrer, Jule Helder","doi":"10.5771/2511-8676-2023-2-82","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-2-82","url":null,"abstract":"The smartwatch market is rapidly expanding, with a diverse range of apps now available to users. This study examines users’ perceptions and attitudes toward apps on smartwatches and smartphones. Our experiment revealed that users did not generally perceive apps and the information they provide as more credible, timely, or of higher quality on smartwatches than on smartphones. Instead, the study identified app-device fit as the key factor that influences users’ perceptions. For apps that fit particularly well with smartwatches, such as body-related apps for health and sleep tracking, users rated app credibility, timeliness of data, information quality, and their overall attitude towards using the app higher on the specialized device (i.e., smartwatch) than on smartphones. However, no significant differences were found for sports-related domains, such as hiking and surfing. To optimize user experience, app developers should carefully consider the fit between the app and the device.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"36 4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114771926","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}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2020-4-185
R. Bieber, A. Epiney, M. Haag, M. Kotzur
Abstract_engl.
{"title":"Titelei/Inhaltsverzeichnis","authors":"R. Bieber, A. Epiney, M. Haag, M. Kotzur","doi":"10.15358/2511-8676-2020-4-185","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-4-185","url":null,"abstract":"Abstract_engl.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121980209","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}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-2-112
Julia C. Kurtz, Christian Zinke-Wehlmann, Nina Lugmair, Martin Schymanietz, Angela Roth
The increasing use of digital technologies is creating new values, which can be unfold in smart service systems (SSS). Although SSS offer multiple values in products and services, research is still struggling to fully capture the specific values of "smart" as result of digital technologies. Therefore, there is no all-encompassing value understanding of SSS. In our work, we derive values of SSS, especially the "smart" values, by a qualitative analysis of cases in an open coding approach. These cases are identified by a systematic literature review. The derived “smart” values are e.g. increasing system transparency and autonomy, increasing knowledge integration, and enabling ecological savings fostering value in context. The specific values of "smart" in SSS give rise to value in context as a representation of those specific values. In addition, the emergence of derived values in SSS is further illustrated with an SSS value continuum, which presents value in product, value in services, and value in context as characterisation of values in SSS. The derived values and the SSS value continuum developed are intended to promote a better understanding of SSS and its value manifestations, and provide a basis for further research into SSS as a theoretical lens for value co-creation.
{"title":"Characterising smart service systems – Revealing the smart value","authors":"Julia C. Kurtz, Christian Zinke-Wehlmann, Nina Lugmair, Martin Schymanietz, Angela Roth","doi":"10.5771/2511-8676-2023-2-112","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-2-112","url":null,"abstract":"The increasing use of digital technologies is creating new values, which can be unfold in smart service systems (SSS). Although SSS offer multiple values in products and services, research is still struggling to fully capture the specific values of \"smart\" as result of digital technologies. Therefore, there is no all-encompassing value understanding of SSS. In our work, we derive values of SSS, especially the \"smart\" values, by a qualitative analysis of cases in an open coding approach. These cases are identified by a systematic literature review. The derived “smart” values are e.g. increasing system transparency and autonomy, increasing knowledge integration, and enabling ecological savings fostering value in context. The specific values of \"smart\" in SSS give rise to value in context as a representation of those specific values. In addition, the emergence of derived values in SSS is further illustrated with an SSS value continuum, which presents value in product, value in services, and value in context as characterisation of values in SSS. The derived values and the SSS value continuum developed are intended to promote a better understanding of SSS and its value manifestations, and provide a basis for further research into SSS as a theoretical lens for value co-creation.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132112546","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}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-1-52
Melina Schleef, Nicola Bilstein, Paul T. Schrader, C. Stummer
Ultimately, it is the software that makes and keeps products smart. Accordingly, the peculiarities of the provision of service updates (i.e., regular software updates allowing all functions of a smart product to work properly) can affect consumers’ purchase intention. In our research, we investigate the following: (1) whether the seller’s commitment to delivering service updates for a certain time affects consumers’ purchase intention, (2) whether it makes a difference if the provision of service updates is mandatory (i.e., legally required) or voluntary, and (3) whether it could be an advisable strategy to complement a mandatory provision by incorporating a voluntary extension. To gain such insights, we conducted two experimental studies in the context of a durable consumer product (i.e., a smart dog collar) in Germany. Our results can be valuable for managers who are responsible for the market introduction of smart offerings.
{"title":"When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention","authors":"Melina Schleef, Nicola Bilstein, Paul T. Schrader, C. Stummer","doi":"10.5771/2511-8676-2023-1-52","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-1-52","url":null,"abstract":"Ultimately, it is the software that makes and keeps products smart. Accordingly, the peculiarities of the provision of service updates (i.e., regular software updates allowing all functions of a smart product to work properly) can affect consumers’ purchase intention. In our research, we investigate the following: (1) whether the seller’s commitment to delivering service updates for a certain time affects consumers’ purchase intention, (2) whether it makes a difference if the provision of service updates is mandatory (i.e., legally required) or voluntary, and (3) whether it could be an advisable strategy to complement a mandatory provision by incorporating a voluntary extension. To gain such insights, we conducted two experimental studies in the context of a durable consumer product (i.e., a smart dog collar) in Germany. Our results can be valuable for managers who are responsible for the market introduction of smart offerings.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130443260","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}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-1-23
Olena Yefimenko, Jonas Foehr, C. Germelmann
With smart voice-interaction technology (SVIT) augmenting consumers’ lives, its commercial application, e.g., in voice commerce, increases. Here, SVIT can offer consumers convenience during the shopping process by giving personalized product recommendations. Focusing primarily on the technicalities, marketing research on voice commerce has overlooked consumers’ perceptions of such personalized recommendations. We test to what extent personalized recommendations impact perceived recommendation capabilities of a SVIT when consumers’ end goals are taken into account. The results of our multifactorial online experiment suggest that high personalization positively impacts consumers’ attitude towards SVIT and increases purchase intention particularly when they pursue an optimizing (vs. satisficing) end goal. Our findings suggest that highly personalized recommendations are good predictors for purchase intentions in both optimizing and satisficing conditions, whereas low personalization predicts purchase in satisficing conditions only. These results add to researchers’ understanding of consumers’ smartness perceptions and help marketers leveraging smart service value creation in practice.
{"title":"I’ll have what Alexa’s having… but only if that’s what I’m looking for! – The impact of personalization on recommendation capabilities of smart voice-interaction technology in voice commerce","authors":"Olena Yefimenko, Jonas Foehr, C. Germelmann","doi":"10.5771/2511-8676-2023-1-23","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-1-23","url":null,"abstract":"With smart voice-interaction technology (SVIT) augmenting consumers’ lives, its commercial application, e.g., in voice commerce, increases. Here, SVIT can offer consumers convenience during the shopping process by giving personalized product recommendations. Focusing primarily on the technicalities, marketing research on voice commerce has overlooked consumers’ perceptions of such personalized recommendations. We test to what extent personalized recommendations impact perceived recommendation capabilities of a SVIT when consumers’ end goals are taken into account. The results of our multifactorial online experiment suggest that high personalization positively impacts consumers’ attitude towards SVIT and increases purchase intention particularly when they pursue an optimizing (vs. satisficing) end goal. Our findings suggest that highly personalized recommendations are good predictors for purchase intentions in both optimizing and satisficing conditions, whereas low personalization predicts purchase in satisficing conditions only. These results add to researchers’ understanding of consumers’ smartness perceptions and help marketers leveraging smart service value creation in practice.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"135 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134544945","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}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-2-82
Saskia Hantel, M. Benkenstein
{"title":"Roommates in Hospitals - A New and Relevant Dimension of Health Care Quality Models","authors":"Saskia Hantel, M. Benkenstein","doi":"10.15358/2511-8676-2019-2-82","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-2-82","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123522910","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}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2020-2-3-69
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2020-2-3-69","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-2-3-69","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122104891","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}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-1-2
Lena Steinhoff, Robert W. Palmatier, Kelly D. Martin, Grace Fox, Conor M. Henderson, Julian K. Saint Clair, Shuai Yan, Ju-Yeon Lee, Taylor Perko, Colleen M. Harmeling
Services and relationship marketing are inextricably linked, such that the intangible, heterogeneous, inseparable, and perishable nature of services renders strong relational bonds between companies and customers particularly critical. Four high-level strategies observed in current business practice bear the potential of fundamentally altering how service providers build and nurture relationships with their customers. Specifically, customer relationships in services have become more (1) data-based, (2) subscription-based, (3) sharing-based, and (4) experiences-based. This curated set of invited commentaries brings together a group of internationally renowned scholars to enhance our understanding of each of these important developments and consider their relationship marketing implications. In four commentaries, our contributor teams share their informed perspectives and offer rich sources of inspiration for both service researchers and managers.
{"title":"Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services","authors":"Lena Steinhoff, Robert W. Palmatier, Kelly D. Martin, Grace Fox, Conor M. Henderson, Julian K. Saint Clair, Shuai Yan, Ju-Yeon Lee, Taylor Perko, Colleen M. Harmeling","doi":"10.5771/2511-8676-2022-1-2","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-1-2","url":null,"abstract":"Services and relationship marketing are inextricably linked, such that the intangible, heterogeneous, inseparable, and perishable nature of services renders strong relational bonds between companies and customers particularly critical. Four high-level strategies observed in current business practice bear the potential of fundamentally altering how service providers build and nurture relationships with their customers. Specifically, customer relationships in services have become more (1) data-based, (2) subscription-based, (3) sharing-based, and (4) experiences-based. This curated set of invited commentaries brings together a group of internationally renowned scholars to enhance our understanding of each of these important developments and consider their relationship marketing implications. In four commentaries, our contributor teams share their informed perspectives and offer rich sources of inspiration for both service researchers and managers.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125900996","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}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-1-1
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2019-1-1","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-1-1","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"50 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127172726","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}
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