TY - JOUR AB - Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services. AU - Wünderlich, Nancy AU - Heinonen, Kristina AU - Ostrom, Amy L AU - Patricio, Lia AU - Sousa, Rui AU - Voss, Chris AU - Lemmink, Jos ID - 5701 IS - 6/7 JF - Journal of Services Marketing KW - Connected services KW - Intelligent object KW - New service type KW - Smart services TI - Futurizing” Smart Service: Implications for Service Researchers and Managers. VL - 29 ER - TY - JOUR AB - Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach – This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings – This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value – The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research. AU - Gustafsson, Anders AU - Aksoy, Lerzan AU - Brady, Michael K AU - McColl-Kennedy, Janet R AU - Sirianni, Nancy J AU - Witell, Lars AU - Wünderlich, Nancy ID - 5703 IS - 6/7 JF - Journal of Services Marketing KW - Relevance KW - Service technology KW - Service innovation KW - Customer experience KW - Rigor KW - Service outcomes TI - Conducting Service Research that Matters. VL - 29 ER - TY - JOUR AB - Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21st century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects customer–firm relationships. Drawing from the service-dominant logic and its central concept of value-in-context, we discuss customers’ value creation in self-service and personal service channels and examine the long-term impact of these channels on customer retention. Using longitudinal customer data, we investigate how the ratio of self-service versus personal service use influences customer defection over time. Our findings suggest that the ratio of self-service to personal service used affects customer defection in a U-shaped manner, with intermediate levels of both self-service and personal service use being associated with the lowest likelihood of defection. We also find that this effect mitigates over time. We conclude that firms should not shift customers toward self-service channels completely, especially not at the beginning of a relationship. Our study underlines the importance of understanding when and how self-service technologies create valuable customer experiences and stresses the notion of actively managing customers’ cocreation of value. AU - Scherer, Anne AU - Wünderlich, Nancy AU - Von Wangenheim, Florian ID - 5704 IS - 1 JF - MIS Quarterly KW - customer defection KW - customer retention KW - e-service KW - longitudinal KW - Self-service KW - value-in-context SN - 0276-7783. TI - The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. VL - 39 ER - TY - JOUR AB - Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is to identify missing links in the literature and to craft a future research agenda to advance LP research and practice. Our discussion focuses on three key areas: (1) LP designs, (2) Assessment of LP performance, and (3) Emerging trends and the impact of new technologies. We highlight several gaps in the literature and outline research opportunities in each area. AU - Breugelmans, Els AU - Bijmolt, Tammo H A AU - Zhang, Jie AU - Basso, Leonardo J AU - Dorotic, Matilda AU - Kopalle, Praveen AU - Minnema, Alec AU - Mijnlieff, Willem Jan AU - Wünderlich, Nancy ID - 5705 IS - 2 JF - Marketing Letters KW - Loyalty programs KW - Loyalty program design KW - Loyalty program performance assessment KW - Emerging trends KW - Partnership loyalty programs KW - Customer relationship management TI - Advancing Research on Loyalty Programs: A Future Research Agenda. VL - 26 ER - TY - JOUR AU - Eggert, Andreas AU - Steinhoff, Lena AU - Garnefeld, Ina ID - 4847 IS - 2 JF - Journal of Service Research TI - Managing the bright and dark sides of status endowment in hierarchical loyalty programs VL - 18 ER - TY - JOUR AU - Terho, Harri AU - Eggert, Andreas AU - Haas, Alexander AU - Ulaga, Wolfgang ID - 4848 JF - Industrial Marketing Management TI - How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling ER - TY - JOUR AU - Eggert, Andreas AU - Thiesbrummel, Christoph AU - Deutscher, Christian ID - 4849 JF - Industrial Marketing Management TI - Heading for new shores: Do service and hybrid innovations outperform product innovations in industrial companies? ER - TY - JOUR AU - Djawadi, Behnud Mir AU - Fahr, René ID - 4871 JF - Journal of Economic Psychology TI - "...and they are really lying: Clean Evidence on the Pervasiveness of Cheating in Professional Contexts from a Field Experiment" VL - 48 ER - TY - CHAP AU - Eggert, Andreas AU - Haas, Alexander AU - Ulaga, Wolfgang AU - Terho, Harri ID - 4943 SN - 9783834946805 T2 - Handbuch Business-to-Business-Marketing TI - Wertbasiertes Verkaufen auf Industriegütermärkten ER - TY - JOUR AU - Grund, Christian AU - Harbring, Christine AU - Thommes, Kirsten ID - 4968 JF - Economics Letters TI - Public good provision in blended groups of partners and strangers ER -