Smart service is fundamentally transforming customer experience in both commercial and private contexts. While the information systems and service disciplines have explored the properties and implementation of smart service, there is a gap in understanding how smart service relates to customer experience at the ecosystem level. With the increasing prominence of digital platforms and data spaces, this ecosystem perspective will become crucial for the success of smart service. We report findings from a systematic scoping literature review on smart service themes and related customer experience concepts. Our analysis of 26 high-quality papers reveals three key insights: (1) smart service systems play a pivotal role in enabling customer experience, (2) customer experience in smart service scenarios is often co-created through “hybrid” customer journeys, and (3) these scenarios are subject to an ecosystem-level. Additionally, we identify smart service fundamentals, embeddedness levels, and business innovation as core themes that shape ecosystem-level customer experience.
' article_type: original author: - first_name: Philipp full_name: Hansmeier, Philipp id: '55603' last_name: Hansmeier - first_name: Daniel full_name: Beverungen, Daniel id: '59677' last_name: Beverungen citation: ama: 'Hansmeier P, Beverungen D. Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review. Journal of Service Management Research. 2025;8(2):74-93. doi:10.5771/2511-8676-2024-2-74' apa: 'Hansmeier, P., & Beverungen, D. (2025). Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review. Journal of Service Management Research, 8(2), 74–93. https://doi.org/10.5771/2511-8676-2024-2-74' bibtex: '@article{Hansmeier_Beverungen_2025, title={Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review}, volume={8}, DOI={10.5771/2511-8676-2024-2-74}, number={2}, journal={Journal of Service Management Research}, publisher={Nomos Verlag}, author={Hansmeier, Philipp and Beverungen, Daniel}, year={2025}, pages={74–93} }' chicago: 'Hansmeier, Philipp, and Daniel Beverungen. “Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review.” Journal of Service Management Research 8, no. 2 (2025): 74–93. https://doi.org/10.5771/2511-8676-2024-2-74.' ieee: 'P. Hansmeier and D. Beverungen, “Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review,” Journal of Service Management Research, vol. 8, no. 2, pp. 74–93, 2025, doi: 10.5771/2511-8676-2024-2-74.' mla: 'Hansmeier, Philipp, and Daniel Beverungen. “Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review.” Journal of Service Management Research, vol. 8, no. 2, Nomos Verlag, 2025, pp. 74–93, doi:10.5771/2511-8676-2024-2-74.' short: P. Hansmeier, D. Beverungen, Journal of Service Management Research 8 (2025) 74–93. date_created: 2025-04-02T11:14:17Z date_updated: 2025-12-04T12:09:09Z doi: 10.5771/2511-8676-2024-2-74 intvolume: ' 8' issue: '2' jel: - L86 language: - iso: eng page: 74-93 publication: Journal of Service Management Research publication_identifier: issn: - 2511-8676 publication_status: published publisher: Nomos Verlag quality_controlled: '1' related_material: link: - relation: confirmation url: https://www.nomos-elibrary.de/de/10.5771/2511-8676-2024-2/smr-journal-of-service-management-research-jahrgang-8-2024-heft-2 status: public title: 'Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review' type: journal_article user_id: '55603' volume: 8 year: '2025' ... --- _id: '65268' abstract: - lang: eng text: The increasing number of multi-unit hosts in peer-to-peer platforms such as Airbnb poses a significant challenge to single-unit hosts, who compete in a highly professionalized market where host-guest interactions have become increasingly anonymous. However, anonymity may undermine trust and affect eWOM, crucial elements for the performance of peer-to-peer platforms, as they heavily rely on mutual trust and positive eWOM to succeed. This study investigated the effects of the presence of hosts’ personal decorations and a local welcome gift on eWOM. Perceived anonymity and trust emerge as mediating mechanisms, such that the presence of personal decorations reduced the guest’s perception of anonymity towards the host, which subsequently increased guest’s trust and their intention to spread positive eWOM. The local welcome gift did not show any significant effects. These insights contribute to servicescape research and offer practical implications for single-unit hosts to differentiate their service experience from that of professional hosts. author: - first_name: Edna full_name: Kring-Ozuna, Edna id: '103813' last_name: Kring-Ozuna citation: ama: 'Kring-Ozuna E. First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services. Journal of Service Management Research. 2025;9(1):2-18. doi:10.5771/2511-8676-2025-1-2' apa: 'Kring-Ozuna, E. (2025). First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services. Journal of Service Management Research, 9(1), 2–18. https://doi.org/10.5771/2511-8676-2025-1-2' bibtex: '@article{Kring-Ozuna_2025, title={First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services}, volume={9}, DOI={10.5771/2511-8676-2025-1-2}, number={1}, journal={Journal of Service Management Research}, publisher={Nomos Verlag}, author={Kring-Ozuna, Edna}, year={2025}, pages={2–18} }' chicago: 'Kring-Ozuna, Edna. “First Impressions Matter: Shaping the Servicescape to Address Anonymity and Trust in Peer-to-Peer Sharing Economy Services.” Journal of Service Management Research 9, no. 1 (2025): 2–18. https://doi.org/10.5771/2511-8676-2025-1-2.' ieee: 'E. Kring-Ozuna, “First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services,” Journal of Service Management Research, vol. 9, no. 1, pp. 2–18, 2025, doi: 10.5771/2511-8676-2025-1-2.' mla: 'Kring-Ozuna, Edna. “First Impressions Matter: Shaping the Servicescape to Address Anonymity and Trust in Peer-to-Peer Sharing Economy Services.” Journal of Service Management Research, vol. 9, no. 1, Nomos Verlag, 2025, pp. 2–18, doi:10.5771/2511-8676-2025-1-2.' short: E. Kring-Ozuna, Journal of Service Management Research 9 (2025) 2–18. date_created: 2026-04-01T07:16:15Z date_updated: 2026-04-07T12:43:01Z doi: 10.5771/2511-8676-2025-1-2 intvolume: ' 9' issue: '1' language: - iso: eng page: 2-18 publication: Journal of Service Management Research publication_identifier: issn: - 2511-8676 publication_status: published publisher: Nomos Verlag status: public title: 'First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services' type: journal_article user_id: '103813' volume: 9 year: '2025' ... --- _id: '41318' abstract: - lang: eng text:Voice commerce creates unprecedented opportunities for consumers and vendor firms to interact, engage, and relate. With artificial intelligence-powered voice assistants, consumers can make technology-mediated purchases without using their tactile senses, which represents a new space for commercial interactions. Drawing on the customer journey as an organizing framework, this article proposes a structured research agenda, in an attempt to shed light on the bright side effects of voice commerce while also acknowledging concerns for consumer protection and society in general. Voice assistants can enhance every stage of the purchase journey, yet their use might have negative consequences for customer relationships. In the prepurchase stage, voice assistants can act as information curators or manipulators. In the purchase stage, voice assistants can adopt roles as shopping concierges or impediments. In the postpurchase and usage stage, voice assistants can become trusted relationship partners or hostile intruders in consumers’ lives.
author: - first_name: Eva full_name: Böhm, Eva last_name: Böhm - first_name: Andreas full_name: Eggert, Andreas last_name: Eggert - first_name: Ina full_name: Garnefeld, Ina last_name: Garnefeld - first_name: Hartmut H. full_name: Holzmüller, Hartmut H. last_name: Holzmüller - first_name: Tobias full_name: Schaefers, Tobias last_name: Schaefers - first_name: Lena full_name: Steinhoff, Lena last_name: Steinhoff - first_name: David M. full_name: Woisetschläger, David M. last_name: Woisetschläger citation: ama: 'Böhm E, Eggert A, Garnefeld I, et al. Exploring the Customer Journey of Voice Commerce: A Research Agenda. Journal of Service Management Research. 2022;6(4):216-231. doi:10.5771/2511-8676-2022-4-216' apa: 'Böhm, E., Eggert, A., Garnefeld, I., Holzmüller, H. H., Schaefers, T., Steinhoff, L., & Woisetschläger, D. M. (2022). Exploring the Customer Journey of Voice Commerce: A Research Agenda. Journal of Service Management Research, 6(4), 216–231. https://doi.org/10.5771/2511-8676-2022-4-216' bibtex: '@article{Böhm_Eggert_Garnefeld_Holzmüller_Schaefers_Steinhoff_Woisetschläger_2022, title={Exploring the Customer Journey of Voice Commerce: A Research Agenda}, volume={6}, DOI={10.5771/2511-8676-2022-4-216}, number={4}, journal={Journal of Service Management Research}, publisher={Nomos Verlag}, author={Böhm, Eva and Eggert, Andreas and Garnefeld, Ina and Holzmüller, Hartmut H. and Schaefers, Tobias and Steinhoff, Lena and Woisetschläger, David M.}, year={2022}, pages={216–231} }' chicago: 'Böhm, Eva, Andreas Eggert, Ina Garnefeld, Hartmut H. Holzmüller, Tobias Schaefers, Lena Steinhoff, and David M. Woisetschläger. “Exploring the Customer Journey of Voice Commerce: A Research Agenda.” Journal of Service Management Research 6, no. 4 (2022): 216–31. https://doi.org/10.5771/2511-8676-2022-4-216.' ieee: 'E. Böhm et al., “Exploring the Customer Journey of Voice Commerce: A Research Agenda,” Journal of Service Management Research, vol. 6, no. 4, pp. 216–231, 2022, doi: 10.5771/2511-8676-2022-4-216.' mla: 'Böhm, Eva, et al. “Exploring the Customer Journey of Voice Commerce: A Research Agenda.” Journal of Service Management Research, vol. 6, no. 4, Nomos Verlag, 2022, pp. 216–31, doi:10.5771/2511-8676-2022-4-216.' short: E. Böhm, A. Eggert, I. Garnefeld, H.H. Holzmüller, T. Schaefers, L. Steinhoff, D.M. Woisetschläger, Journal of Service Management Research 6 (2022) 216–231. date_created: 2023-01-31T15:41:00Z date_updated: 2023-01-31T15:41:27Z doi: 10.5771/2511-8676-2022-4-216 intvolume: ' 6' issue: '4' keyword: - General Agricultural and Biological Sciences page: 216-231 publication: Journal of Service Management Research publication_identifier: issn: - 2511-8676 publication_status: published publisher: Nomos Verlag status: public title: 'Exploring the Customer Journey of Voice Commerce: A Research Agenda' type: journal_article user_id: '4336' volume: 6 year: '2022' ...