T. F. Auer, K. Knorr, and K. Thommes, “Longterm effects of institutional conditions on perceived corruption – A study on organizational imprinting in postcommunist countries,”10.1111/beer.12506__Business Ethics, the Environment &; Responsibility, vol. 32, no. 2, pp. 478–497, 2022, doi:10.1111/beer.12506 .

T. F. Auer, “Die Wirksamkeit von Lernzielen für Studienleistungen – eine experimentelle Studie,”http://doi.org/10.3278/HSL2248W__die hochschullehre, vol. 8, no. 1, pp. 662–675, 2022, doi:http://doi.org/10.3278/HSL2248W .

S. Deppe, L. Brandt, M. Brünninghaus, J. Papenkordt, S. Heindorf, and G. Tschirner-Vinke, “AI-Based Assistance System for Manufacturing.”10.1109/ETFA52439.2022.9921520__2022, doi:10.1109/ETFA52439.2022.9921520 .

S. Deppe, L. Brandt, M. Brunninghaus, J. Papenkordt, S. Heindorf, and G. Tschirner-Vinke, “AI-Based Assistance System for Manufacturing,”10.1109/etfa52439.2022.9921520__2022, doi:10.1109/etfa52439.2022.9921520 .

J. Papenkordt and K. Thommes, “Determinants of Trust in Smart Technologies,” in Human-Technology Interaction, Cham: Springer International Publishing, 2022.

K. Radermacher and E. Herdejürgen, Eds., Erkenntnisse aus Arbeitgeberbewertungen: Das Potential von Arbeitsatmosphäre und Arbeitsplatzgestaltung für die Weiterempfehlungsbereitschaft. Industrieverband Büro und Arbeitswelt e. V. , 2022.

E. Böhm et al., “Exploring the customer journey of voice commerce: A research agenda,” Journal of Service Management, vol. 6, no. 4, pp. 216–231, 2022.

T. F. Auer, H. Ekemen, C. Hagedorn, C. Heise, and C. Rese, “Same Different but not Same Same: Ethnic Discrimination in Application Procedures in the German Public Sector,” Empirical Economics Letters, vol. 21, no. 7, pp. 47–55, 2022.

T. F. Auer, L. Sennefelder, and H. Meier, “Betriebliche Gesundheitsförderung: Ein leeres Versprechen?,”10.1515/pubhef-2022-0069__Public Health Forum, vol. 30, no. 3, pp. 214–216, 2022, doi:10.1515/pubhef-2022-0069 .

M. Schneider, T. D. Hellweg, and J. S. Menzefricke, “Identification of Human and Organizational Key Design Factors for Digital Maturity – A Fuzzy-Set Qualitative Comparative Analysis,”10.1017/pds.2022.81__Proceedings of the Design Society, vol. 2, pp. 791–800, 2022, doi:10.1017/pds.2022.81 .

J. Papenkordt, S. Gabriel, K. Thommes, and R. Dumitrescu, Künstliche Intelligenz in der industriellen Arbeitswelt. Kompetenzzentrum Arbeitswelt.Plus, 2022.

J. A. Hoppe et al., “When do individuals choose care robots over a human caregiver? Insights from a laboratory experiment on choices under uncertainty,”10.1016/j.chbr.2022.100258__Computers in Human Behavior Reports, vol. 9, Art. no. 100258, 2022, doi:10.1016/j.chbr.2022.100258 .

K. Knorr and F. Hein-Pensel, “Since Albert and Whetten: the dissemination of Albert and Whetten’s conceptualization of organizational identity,”10.1007/s11301-022-00311-7__Management Review Quarterly, 2022, doi:10.1007/s11301-022-00311-7 .

J. A. Hoppe et al., “When do individuals choose care robots over a human caregiver? Insights from a laboratory experiment on choices under uncertainty,”10.1016/j.chbr.2022.100258__Computers in Human Behavior Reports, Art. no. 100258, 2022, doi:10.1016/j.chbr.2022.100258 .

J. A. Hoppe et al., “When do individuals choose care robots over a human caregiver? Insights from a laboratory experiment on choices under uncertainty,”10.1016/j.chbr.2022.100258__Computers in Human Behavior Reports, vol. 9, Art. no. 100258, 2022, doi:10.1016/j.chbr.2022.100258 .

J. A. Hoppe et al., “Perception of Society’s Trust in Care Robots by Public Opinion Leaders,”10.1080/10447318.2022.2081283__International Journal of Human–Computer Interaction, pp. 1–17, 2022, doi:10.1080/10447318.2022.2081283 .

W. Schnedler, “The broken chain: Evidence against emotionally driven upstream indirect reciprocity,”10.1016/j.geb.2022.10.008__Games and Economic Behavior, vol. 136, pp. 542–558, 2022, doi:10.1016/j.geb.2022.10.008 .

L. Steinhoff et al., “Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services,” 10.5771/2511-8676-2022-1-2__Journal of Service Management Research, vol. 6, no. 1, pp. 2–27, 2022, doi: 10.5771/2511-8676-2022-1-2 .

B. Alberternst, L. Steinhoff, A. Eggert, and M. Giesler, “Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support,” presented at the 2022 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2022.

I. Garnefeld, L. Steinhoff, and K. Küpper, “How Do I Tell Them? Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs,” presented at the 2022 AMA Winter Marketing Educators’ Conference Proceedings, Las Vegas, 2022.

M. Becker, N. Wiegand, L. Steinhoff, and K. Baidina, “The Role of Self-Rewarding Behavior in Cashback Loyalty Programs,” presented at the Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest, 2022.

L. Steinhoff, J. (S. ) Liu, X. Li, and R. W. Palmatier, “Customer Engagement in International Markets,”10.1177/1069031X221099211__Journal of International Marketing, vol. 31, no. 1, pp. 1–31, 2022, doi:10.1177/1069031X221099211 .

O. Tuisku et al., “Assistant nurses and orientation to care robot use in three European countries,”10.1080/0144929x.2022.2042736__Behaviour &;amp; Information Technology, vol. 42, no. 6, pp. 758–774, 2022, doi:10.1080/0144929x.2022.2042736 .

D. van Straaten, Inferring Quality with Reputation Systems - Experimental Evidence on Elicitation Mechanisms and Aggregation Metrics. 2021.

B. Krebs and M. C. Wehner, “The relationship between talent management and individual and organizational performance,” in The Routledge companion to talent management, I. Tarique, Ed. New York, NY: Routledge, 2021, pp. 539–555.

D. Kaimann, I. Tanneberg, and J. Cox, “‘I will survive’: Online streaming and the chart survival of music tracks,”10.1002/mde.3226__Managerial and Decision Economics, vol. 42, no. 1, pp. 3–20, 2021, doi:10.1002/mde.3226 .

L. Harrmann, E. Böhm, and A. Eggert, “Exploring the paths towards service growth in manufacturing companies,” presented at the 2021 AMA Winter Academic Conference, 2021.

A. Salonen, H. Terho, E. Böhm, A. Virtanen, and R. Rajala, “Engaging a product-focused sales force in solution selling: interplay of individual- and organizational-level conditions,”10.1007/s11747-020-00729-z__Journal of the Academy of Marketing Science, vol. 49, no. 1, pp. 139–163, 2021, doi:10.1007/s11747-020-00729-z .

I. Garnefeld, T. Krah, E. Böhm, and D. D. Gremler, “Online reviews generated through product testing: can more favorable reviews be enticed with free products?,”10.1007/s11747-021-00770-6__Journal of the Academy of Marketing Science, vol. 49, no. 4, pp. 703–722, 2021, doi:10.1007/s11747-021-00770-6 .

T. Schaefers, S. Ruffer, and E. Böhm, “Outcome-based contracting from the customers’ perspective: A means-end chain analytical exploration,”10.1016/j.indmarman.2020.06.002__Industrial Marketing Management, vol. 93, pp. 466–481, 2021, doi:10.1016/j.indmarman.2020.06.002 .

B. Wach, B. Krebs, and R. Kabst, “HR-Manager als Intrapreneure,” in HR-Trends 2021, K. Schwuchow and J. Gutmann, Eds. Freiburg: Haufe-Lexware, 2021.

C. Öhlschläger and M. Schneider, “Passivität als Widerstand gegen die Macht der Verhältnisse? Melvilles Bartleby, the scrivener aus literaturwissenschaftlicher und ökonomischer Perspektive,” in Komparatistik heute, Brill | Fink, 2021, pp. 159–173.

K. J. Rohlfing et al., “Explanation as a Social Practice: Toward a Conceptual Framework for the Social Design of AI Systems,”10.1109/tcds.2020.3044366__IEEE Transactions on Cognitive and Developmental Systems, vol. 13, no. 3, pp. 717–728, 2021, doi:10.1109/tcds.2020.3044366 .

C. M. Henderson, L. Steinhoff, C. M. Harmeling, and R. W. Palmatier, “Customer Inertia Marketing,”http://dx.doi.org/10.1007/s11747-020-00744-0__Journal of the Academy of Marketing Science, vol. 49, no. 2, pp. 350–373, 2021, doi:http://dx.doi.org/10.1007/s11747-020-00744-0 .

J. J. Kim, L. Steinhoff, and R. W. Palmatier, “An Emerging Theory of Loyalty Program Dynamics,”10.1007/s11747-020-00719-1__Journal of the Academy of Marketing Science, vol. 49, no. 1, pp. 71–95, 2021, doi:10.1007/s11747-020-00719-1 .

L. Steinhoff and R. W. Palmatier, “Commentary: Opportunities and Challenges of Technology in Relationship Marketing,”https://doi.org/10.1016/j.ausmj.2020.07.003__Australasian Marketing Journal, vol. 29, no. 2, pp. 111–117, 2021, doi:https://doi.org/10.1016/j.ausmj.2020.07.003 .

L. Steinhoff and M. M. Zondag, “Loyalty Programs as Travel Companions: Complementary Service Features across Customer Journey Stages,”10.1016/j.jbusres.2021.02.016__Journal of Business Research, vol. 129, pp. 70–82, 2021, doi:10.1016/j.jbusres.2021.02.016 .

B. Alberternst, L. Steinhoff, A. Eggert, and M. Giesler, “Consumer Solidarity: A Social-System Perspective on the Glue that Holds Society Together,” presented at the 2021 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2021.

B. Alberternst, A. Eggert, L. Steinhoff, and M. Giesler, “Understanding and Measuring Consumer Solidarity as a Collective Bond,” presented at the Proceedings of the 50th European Marketing Academy (EMAC) Conference, Madrid, 2021.

D. Beverungen, D. Kundisch, and N. Wünderlich, “Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers,”10.1108/JOSM-03-2020-0066__Journal of Service Management, vol. 32, no. 4, pp. 507–532, 2021, doi:10.1108/JOSM-03-2020-0066 .

B. Krebs, “Antecedents and Performance Consequences of High-Potential Scheme Use,” in Academy of Management Proceedings, 2020, vol. 1, no. 21233.

S. Pekkarinen et al., “Care robots in society: Knowledge and orientation needs,” Gerontechnology, 2020.

R.-M. Johansson-Pajala et al., “The need for care robot orientation in elder care services,” Gerontechnology, 2020.

D. Kaimann, “Behind the Review Curtain: Decomposition of Online Consumer Ratings in Peer-to-Peer Markets,” Sustainability, vol. 12, no. 15, 2020.

R.-M. Johansson-Pajala et al., “Care Robot Orientation: What, Who and How? Potential Users` Perceptions,” International Journal of Social Robotics, pp. 1–15, 2020.

J. A. Hoppe et al., “Technologieorientierung zu Assistenzrobotik – Welche Akzeptanz besteht bei der Einführung von Assistenzrobotik für die Pflege älterer Menschen?,” Industrie 4.0 Management, vol. 2.

J. A. Hoppe et al., “Assistive robots in care: Expectations and perceptions of older people,” in Aging between Participation and Simulation - Ethical Dimensions of Socially Assistive Technologies in elderly care , J. Haltaufderheide, J. Hovemann, and J. Vollmann, Eds. Berlin / Boston: De Gruyter, 2020, pp. 139–156.

C. Hoffmann and K. Thommes, “Can digital feedback increase employee performance and energy efficiency in firms? Evidence from a field experiment,” Journal of Economic Behavior &; Organization, pp. 49–65, 2020.

C. Grund, C. Harbring, K. Thommes, and K. R. Tilkes, “Decisions on Extending Group Membership—Evidence from a Public Good Experiment,” Games, 2020.

D. Kaimann, “Ancillary market signaling: A two-stage model of economic reputation on ancillary market success,” Applied Economics Letters, vol. 27, no. 16, pp. 1366–1370, 2020.

M. Purrmann and N. Wünderlich, “How to Build Trust on Peer-to-Peer Platforms: An Investigation of the Antecedents of Peer and Platform Trust,” in Proceedings of the 2020 AMA Winter Academic Conference, San Diego, CA, USA, 2020.

K. Thommes et al., “Trust development in care robots by opinion leader in the society,”10.4017/gt.2020.19.s.70024.4__Gerontechnology, 2020, doi:10.4017/gt.2020.19.s.70024.4 .

C. Goldbach, C. Hoffmann, J. A. Hoppe, T. Pitz, and K. Thommes, “The fast and the furious—An experimental investigation of the pace of life and risky speed choice in traffic,”https://doi.org/10.1371/journal.pone.0236589__PloS ONE, vol. 15, no. 7, 2020, doi:https://doi.org/10.1371/journal.pone.0236589 .

S. Pekkarinen et al., “Embedding care robots into society and practice: Socio-technical considerations,”https://doi.org/10.1016/j.futures.2020.102593__Futures, vol. 122, 2020, doi:https://doi.org/10.1016/j.futures.2020.102593 .

D. Schlangenotto, W. Schnedler, and R. Vadovic, “Against All Odds: Tentative Steps Toward Efficient Information Sharing in Groups,” Games, vol. 11, no. 3, pp. 1--24, 2020.

W. Schnedler and N. L. Stephan, “Revisiting a Remedy Against Chains of Unkindness,”10.1007/s41464-020-00090-2__Schmalenbach Business Review, pp. 347–364, 2020, doi:10.1007/s41464-020-00090-2 .

I. Garnefeld, T. Krah, E. Böhm, and D. D. Gremler, “Do product testing programs lead to more favorable online reviews? (ausgezeichnet mit Best Paper Award),” presented at the 2020 AMA Winter Academic Conference, San Diego, CA, 2020.

A. Eggert, E. Böhm, R. Akalan, and H. Gebauer, “Manufacturers’ service growth through mergers and acquisitions – An event study,” presented at the 2020 AMA Winter Academic Conference, San Diego, CA, 2020.

E. Böhm, A. Eggert, H. Terho, W. Ulaga, and A. Haas, “Drivers and outcomes of salespersons’ value opportunity recognition competence in solution selling,”10.1080/08853134.2020.1778484__Journal of Personal Selling and Sales Management, vol. 40, no. 3, pp. 180–197, 2020, doi:10.1080/08853134.2020.1778484 .

M. Schneider, “Gier und andere Tugenden: Widersprüchliche Bewertungen der Marktwirtschaft in Oliver Stones Wall Street,” in Erzähltes Geld Finanzmärkte und Krisen in Literatur, Film und Medien, K. Becker, Ed. 2020, pp. 243–254.

M. Schneider, “Urbane Arbeitsparadiese gestern und heute,” in Urbane Kulturen und Räume Intermedial, C. Öhlschläger, Ed. 2020, pp. 209–221.

M. Schneider and S. Eisele, “Personalwirtschaft,” in Handbuch Gestaltung digitaler und vernetzter Arbeitswelten, Springer, 2020, pp. 303–322.

K. Knorr, T. F. Auer, and K. Thommes, “Is Corruption Imprinted? A Study on Preconditions of Corruption in Post-Communist Countries,”10.5465/AMBPP.2020.16489.abstract__in Academy of Management Proceedings, 2020, vol. 2020, no. 1, doi:10.5465/AMBPP.2020.16489.abstract .

M. Protte, R. Fahr, and D. E. Quevedo, “Behavioral Economics for Human-in-the-loop Control Systems Design: Overconfidence and the hot hand fallacy,”10.1109/MCS.2020.3019723__IEEE Control Systems Magazine, vol. 40, no. 6, pp. 57–76, 2020, doi:10.1109/MCS.2020.3019723 .

M. Schneider, D. Sadowski, B. Frick, and S. Warning, Personalökonomie und Personalpolitik: Grundlagen einer evidenzbasierten Praxis. Schäffer-Poeschel, 2020.

M. Schneider, “Gier und andere Tugenden: Widersprüchliche Bewertungen der Marktwirtschaft ain Oliver Stones ‘Wall Street’ ,” Erzähltes Geld:  Finanzmärkte und Krisen in Literatur, Film und Medien, p. 243, 2020.

H. Meier, T. F. Auer, and L. Sennefelder, “Der Einfluss von gesundheitsförderlichen Maßnahmen auf die Kommunikationsstrukturen: Nutzen für die Arbeitsproduktivität?,” Journal Gesundheitsförderung für Akteurinnen und Akteure aus Politik, Wissenschaft und Praxis, no. 1, pp. 58–61, 2020.

S. Lübbecke and W. Schnedler, “Don’t patronize me! An experiment on preferences for authorship,”10.1111/jems.12347__Journal of Economics &; Management Strategy, pp. 420–438, 2020, doi:10.1111/jems.12347 .

K. D. Martin et al., “Data Privacy in Retail,”https://doi.org/10.1016/j.jretai.2020.08.003__Journal of Retailing, vol. 96, no. 4, pp. 474–489, 2020, doi:https://doi.org/10.1016/j.jretai.2020.08.003 .

A. Payne, L. Steinhoff, P. Frow, and A. Eggert, “Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation,”https://doi.org/10.1016/j.indmarman.2020.02.015__Industrial Marketing Management, vol. 87, pp. 244–255, 2020, doi:https://doi.org/10.1016/j.indmarman.2020.02.015 .

A. Eggert, P. Frow, A. Payne, and L. Steinhoff, “Understanding and Managing Customer Value Propositions: Introduction to the Special Issue,”http://dx.doi.org/10.1016/j.indmarman.2020.01.007__Industrial Marketing Management, vol. 87, pp. 242–243, 2020, doi:http://dx.doi.org/10.1016/j.indmarman.2020.01.007 .

T. Reimer, L. Steinhoff, and M. Leyer, “‘Dear Stranger, This Looks Good on You’: The Effect of Ambiguous Interactive Virtual Presence on Store Loyalty in Offline Retailing,” presented at the 2020 Winter AMA Conference Proceedings, San Diego, 2020.

D. Kaimann and B. Hoyer, “Price competition and the Bertrand model: The paradox of the German mobile discount market,” Applied Economics Letters, vol. 26, no. 1, pp. 54–57, 2019.

A. E. Endres, S. Recker, B. Mir Djawadi, and B. Hoyer, “Network Formation and Disruption - An Experiment: Are equilibrium networks too complex?,” Journal of Economic Behavior and Organization , vol. 157, pp. 708–734, 2019.

M. Purrmann and N. Wünderlich, “Value Co-Creation Patterns in Multi-Actor Service Interactions: A Framework for Collaborative Consumption Platforms,” in Proceedings of the 2019 Frontiers in Service Conference, Singapore, 2019.

K. Szierbowski-Seibel, B. A. Wach, and R. Kabst, “The Collaboration of Human Resource Management and Line Management–An International Comparison,” Organization Management Journal, pp. 262–277, 2019.

N. R. Prince and R. Kabst, “Impact of national culture on organizations’ use of selection practices,” Employee Relations: The International Journal, pp. 1145–1161, 2019.

N. V. Wünderlich et al., “Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys,” Journal of Business Research, 2019.

A. Eggert, M. Kleinaltenkamp, and V. Kashyap, “Mapping Value in Business Markets: An Integrative Framework,” Industrial Marketing Management, vol. 79, pp. 13--20, 2019.

I. Garnefeld, A. Eggert, M. Husemann-Kopetzky, and E. Boehm, “Exploring the link between payment schemes and customer fraud: a mental accounting perspective,” Journal of the Academy of Marketing Science, vol. 47, no. 4, pp. 595--616, 2019.

A. Eggert, E. Boehm, R. Akalan, and H. Gebauer, “Service Growth by Acquisition – An Event Study.” 2019.

A. Eggert, L. Steinhoff, and C. Witte, “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships,” Journal of Marketing, 2019.

R.-M. Johansson-Pajala et al., “Improved Knowledge Changes the Mindset: Older Adults’ Perceptions of Care Robots,”10.1007/978-3-030-22012-9_16__in HCII 2019, Orlando, 2019, vol. 11592, pp. 212–227, doi:10.1007/978-3-030-22012-9_16 .

A. Eggert, E. Böhm, R. Akalan, and H. Gebauer, “Service growth by acquisition – An event study,” presented at the 9th BMM-EMAC Biennial International Conference on Business Market Management, Berlin, 2019.

I. Garnefeld, A. Eggert, M. Husemann-Kopetzky, and E. Böhm, “Exploring the link between payment schemes and customer fraud: a mental accounting perspective,”10.1007/s11747-019-00653-x__Journal of the Academy of Marketing Science, vol. 47, no. 4, pp. 595–616, 2019, doi:10.1007/s11747-019-00653-x .

M. Schneider, “Personalwirtschaft,” in Handbuch Gestaltung digitaler und vernetzter Arbeitswelten, G. W. Maier, G. Engels, and E. Steffen, Eds. Springer, 2019, pp. 303–322.

K. Radermacher, Wie sich Unternehmensarchitektur auf Arbeitssuchende auswirkt: Experimentelle Evidenz signalbasierter Mechanismen. Universitätsbibliothek, 2019.

M. Schneider, A. Iseke, and K. Pull, “The gender pay gap in European executive boards: the role of executives’ pathway into the board,”10.1080/09585192.2019.1620307__The International Journal of Human Resource Management, pp. 1–23, 2019, doi:10.1080/09585192.2019.1620307 .

M. R. Schneider, A. Iseke, and K. Pull, “The gender pay gap in European executive boards: the role of executives’ pathway into the board,”10.1080/09585192.2019.1620307__The International Journal of Human Resource Management, pp. 1–23, 2019, doi:10.1080/09585192.2019.1620307 .

A. Eggert, L. Steinhoff, and C. Witte, “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships,”10.1177/0022242919860802__Journal of Marketing, vol. 83, no. 5, pp. 115–132, 2019, doi:10.1177/0022242919860802 .

R. W. Palmatier and L. Steinhoff, Relationship Marketing in the Digital Age. New York and Abingdon: Routledge Taylor &; Francis Group, 2019.

L. Steinhoff, D. Arli, S. Weaven, and I. V. Kozlenkova, “Online Relationship Marketing,”https://doi.org/10.1007/s11747-018-0621-6__Journal of the Academy of Marketing Science, vol. 47, no. 3, pp. 369–393, 2019, doi:https://doi.org/10.1007/s11747-018-0621-6 .

L. Steinhoff and M. Zondag, “Enhancing Loyalty Program Effectiveness by Stimulating Member Activity along the Customer Journey,” presented at the Proceedings of the 48th European Marketing Academy (EMAC) Conference, Hamburg, 2019.

A. Maurer, Kundenbewertungen und Produktnachfrage: Eine ökonomische Analyse. Universität Paderborn, 2018.

L. J. Michels, The Segmentation of Video-On-Demand Consumers. Universität Paderborn, 2018.

M. Walter, Sentiment Analysis of User-generated Ratings in the Sharing Economy . Universität Paderborn, 2018.

H. Korn, Restaurant reputation and meal prices: empricial evidence from the German restaurant industry. Universität Paderborn, 2018.

J. Rötzmeier-Keuper, J. Hendricks, N. Wünderlich, and G. Schmitz, “Triadic relationships in the context of services for animal companions,” Journal of Business Research, no. 85, pp. 295--303, 2018.

P. Fanasch and B. Frick, “What Makes Cooperatives Successful? Identifying the Determinants of Their Organizational Performance,” Journal of Wine Economics, pp. 1–27, 2018.

A. Eggert, L. Steinhoff, and C. Witte, “Are Gift Purchases an Effective Driver of Customer Loyalty?” 2018.