@article{4949, abstract = {{The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic.}}, author = {{Larivière, Bart and Bowen, David and Andreassen, Tor W and Kunz, Werner and Sirianni, Nancy J and Voss, Chris and Wünderlich, Nancy and De Keyser, Arne}}, journal = {{Journal of Business Research}}, keywords = {{Service encounter, Technology roles, Employee roles, Customer roles, Employee experience, Customer experience}}, number = {{79}}, pages = {{238----246}}, publisher = {{Elsevier}}, title = {{{“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers}}}, year = {{2017}}, } @inproceedings{4955, author = {{Wünderlich, Nancy and Paluch, Stefanie }}, booktitle = {{Proceedings of the 38th International Conference on Information Systems (ICIS 2017)}}, location = {{Seoul, Korea}}, title = {{{A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents}}}, year = {{2017}}, } @inproceedings{4956, author = {{Teßmer, Isabel and Olsson, Marcus and Gustafsson, Anders and Wünderlich, Nancy}}, booktitle = {{Proceedings of the 2017 Frontiers in Service Conference}}, location = {{New York City, USA}}, title = {{{How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances}}}, year = {{2017}}, } @article{4966, author = {{Grund, Christian and Thommes, Kirsten}}, journal = {{Schmalenbach Business Review}}, number = {{4}}, pages = {{377----398}}, title = {{{The Role of Contract Types for Employees’ Public Service Motivation}}}, year = {{2017}}, } @inproceedings{4987, author = {{Klabuhn, Janny and Thommes, Kirsten}}, booktitle = {{Academy of Management Proceedings}}, number = {{1}}, pages = {{15119}}, title = {{{Age diversity and its effects on team performance}}}, year = {{2017}}, } @inbook{5005, author = {{Garnefeld, Ina and Boehm, Eva and Feider, Lena}}, booktitle = {{Kundenwert}}, pages = {{599----624}}, title = {{{Retourenmanagement zur Steigerung des Kundenwerts}}}, year = {{2017}}, } @inproceedings{5328, author = {{Larivière, Bart and Bowen, David and Andreassen, Tor W and Kunz, Werner and Sirianni, Nancy J and Voss, Chris and Wünderlich, Nancy and De Keyser, Arne}}, booktitle = {{Proceedings of QUIS 2017}}, location = {{Porto, Portugal}}, title = {{{Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers.}}}, year = {{2017}}, } @inproceedings{5329, author = {{Becker-Özcamlica, Hürrem and Teßmer, Isabel and Wünderlich, Nancy}}, booktitle = {{Proceedings of the 2017 Winter Marketing Educators' Conference}}, location = {{Orlando, USA}}, title = {{{Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations.}}}, year = {{2017}}, } @inproceedings{5479, author = {{Eggert, Andreas and Steinhoff, Lena and Witte, Carina}}, title = {{{The Loyalty Effect of Gift Purchases}}}, year = {{2017}}, } @inproceedings{5482, author = {{Garnefeld, I and Boehm, E and Feider, L}}, title = {{{Managing the Necessary Evil: Can Payment Methods Reduce Product Returns}}}, year = {{2017}}, } @inproceedings{5483, author = {{Cramer, C and Boehm, E and Eggert, A}}, title = {{{Service Awards: Do They Help or Harm in Case of a Service Failure?}}}, year = {{2017}}, } @techreport{1057, author = {{Sürücü, Oktay and Mir Djawadi, Behnud and Brangewitz, Sonja}}, publisher = {{Universität Paderborn}}, title = {{{Asymmetric Dominance Effect with Multiple Decoys for Low- and High-Variance Lotteries}}}, year = {{2017}}, } @article{1062, author = {{Frick, Bernd and Gergaud, Olivier and Winter, Petra}}, journal = {{Gastronomy and Tourism}}, number = {{4}}, pages = {{259--271(13)}}, publisher = {{Cognizant Communication Corporation}}, title = {{{The revenue potential of product differentiation: Empirical evidence fro the Croation restaurant industry}}}, doi = {{10.3727/216929717X15046207899410}}, volume = {{2}}, year = {{2017}}, } @inproceedings{1095, abstract = {{Many university students struggle with motivational problems, and gamification has the potential to address these problems. However, using gamification currently is rather tedious and time-consuming for instructors because current approaches to gamification require instructors to engage in the time-consuming preparation of course contents (e.g., for quizzes or mini-games). In reply to this issue, we propose a “lean” approach to gamification, which relies on gamifying learning activities rather than learning contents. The learning activities that are gamified in the lean approach can typically be drawn from existing course syllabi (e.g., attend certain lectures, hand in assignments, read book chapters and articles). Hence, compared to existing approaches, lean gamification substantially lowers the time requirements posed on instructors for gamifying a given course. Drawing on research on limited attention and the present bias, we provide the theoretical foundation for the lean gamification approach. In addition, we present a mobile application that implements lean gamification and outline a mixed-methods study that is currently under way for evaluating whether lean gamification does indeed have the potential to increase students’ motivation. We thereby hope to allow more students and instructors to benefit from the advantages of gamification. }}, author = {{John, Thomas and Feldotto, Matthias and Hemsen, Paul and Klingsieck, Katrin and Kundisch, Dennis and Langendorf, Mike}}, booktitle = {{Proceedings of the 25th European Conference on Information Systems (ECIS)}}, pages = {{2970--2979}}, title = {{{Towards a Lean Approach for Gamifying Education}}}, year = {{2017}}, } @book{4954, editor = {{Riach, John and Morbitzer, Andreas and Koeberer, Markus}}, publisher = {{Klett Verlag}}, title = {{{Pick and Place. Englisch für Mechatronik/Lehr-/Arbeitsbuch (3rd edition)}}}, year = {{2017}}, } @article{4932, author = {{Schneider, Martin and Flore, Johanna}}, issn = {{0958-5192}}, journal = {{The International Journal of Human Resource Management}}, pages = {{1--17}}, publisher = {{Informa UK Limited}}, title = {{{Training and commitment in a German manufacturing company during the post-2008 crisis: a case of internal flexicurity}}}, doi = {{10.1080/09585192.2017.1308413}}, year = {{2017}}, } @article{4930, author = {{Radermacher, Katharina and Schneider, Martin and Iseke, Anja and Tebbe, Tobias}}, journal = {{German Journal of Human Resource Management}}, number = {{1}}, pages = {{71----93}}, title = {{{Signalling to young knowledge workers through architecture? A conjoint analysis}}}, year = {{2017}}, } @article{4926, author = {{Radermacher, Katharina and Schneider, Martin}}, journal = {{PERSONALquaterly}}, pages = {{10--16}}, title = {{{Potenzial der Unternehmensarchitektur im Rahmen des Employer Branding. }}}, year = {{2017}}, } @article{4934, author = {{Schneider, Martin and Flore, Johanna}}, journal = {{PERSONALquaterly}}, pages = {{45--53}}, title = {{{Qualifizieren und binden: Betriebliche Weiterbildung während Kurzarbeit. }}}, year = {{2017}}, } @inproceedings{46679, author = {{Garnefeld, I. and Böhm, Eva and Feider, L.}}, booktitle = {{2017 AMA Winter Academic Conference, Orlando, FL}}, location = {{Orlando, FL}}, title = {{{Managing the necessary evil: Can payment methods reduce product returns (ausgezeichnet mit Best Paper Award)}}}, year = {{2017}}, }