@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{7454,
  author       = {{Frehe, Petra and Kremer, H.-Hugo}},
  booktitle    = {{Potenzialorientierte Förderung in den Fachdidakten}},
  editor       = {{Veber, M. and Benölken, R. and Pfitzner, M.}},
  title        = {{{Inklusive Bildung zwischen Beruflichkeit und Subjektorientierung - Eine Analyse ausbildungsvorbereitender Bildungsgänge}}},
  year         = {{2017}},
}

@misc{86,
  author       = {{Niggemeyer, Laura}},
  publisher    = {{Universität Paderborn}},
  title        = {{{Kartellabsprachen und vertikale Preisbindungen - Eine wettbewerbspolitische Analyse am Bespiel der Lebensmittelindustrie in Deutschland}}},
  year         = {{2017}},
}

@article{8877,
  author       = {{Beutner, Marc and Rüscher, Frederike Anna}},
  journal      = {{Proceedings of the 13th International Conference Mobile Learning 2017}},
  pages        = {{63 -- 72}},
  publisher    = {{IADIS Conference}},
  title        = {{{Acceptance of Mobile Learning at SMEs of the Service Sector}}},
  year         = {{2017}},
}

@article{8878,
  author       = {{Beutner, Marc and Rüscher, Frederike Anna}},
  journal      = {{Kölner Zeitschrift für Wirtschaft und Pädagogik}},
  pages        = {{3 -- 34}},
  title        = {{{Die Unterstützung von Entrepreneurship im Kultur- und Kreativsektor durch Berufsbildung}}},
  year         = {{2017}},
}

@article{8879,
  author       = {{Beutner, Marc and Rüscher, Frederike Anna}},
  journal      = {{Kölner Zeitschrift für Wirtschaft und Pädagogik}},
  pages        = {{35 -- 62}},
  title        = {{{Green Economy und Green Entrepreneurship fördern – GET-UP Ergebnisse}}},
  year         = {{2017}},
}

@article{8881,
  author       = {{Beutner, Marc and Eggert, Denise and Rüscher, Frederike Anna}},
  journal      = {{Hochschultage 2017}},
  pages        = {{1 -- 16}},
  title        = {{{YES – Ein Online Gruppen-Deck-Card-Game zu European Citizenship}}},
  year         = {{2017}},
}

@article{8882,
  author       = {{Beutner, Marc}},
  journal      = {{Hochschultage 2017}},
  pages        = {{1 -- 10}},
  title        = {{{Aktive Feedbacklösungen im Unterricht: Das Class-Room-Response-System PINGO}}},
  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}},
}

@phdthesis{5011,
  author       = {{Mehrmann, Annika}},
  publisher    = {{Verlag Dr. Kovac}},
  title        = {{{Der Einfluss steuerlicher Verlustverrechnung auf Investitionsentscheidungen bei Risiko unter Berücksichtigung präskriptiver und deskriptiver Verhaltenselemente}}},
  year         = {{2017}},
}

@phdthesis{5012,
  author       = {{Brinkmann, Bastian}},
  publisher    = {{Verlag Dr. Kovac}},
  title        = {{{Die Bewertung der Steuerstrategie von Unternehmen}}},
  year         = {{2017}},
}

@article{5013,
  author       = {{Bornemann, Tobias and Eberhartinger, Eva}},
  journal      = {{RWZ- Zeitschrift für Recht und Rechnungswesen}},
  number       = {{10}},
  pages        = {{319--325}},
  title        = {{{Die Initiative der EU zum öffentlichen Country-by-Country Reporting}}},
  volume       = {{27}},
  year         = {{2017}},
}

@article{5019,
  author       = {{Klör, B and Monhof, M and Beverungen, Daniel and Bräuer, S}},
  journal      = {{European Journal of Information Systems (EJIS)}},
  pages        = {{1----19}},
  title        = {{{Design and Evaluation of a Model-Driven Decision Support System for Repurposing Electric Vehicle Batteries}}},
  doi          = {{10.1057/s41303-017-0044-3}},
  year         = {{2017}},
}

@inbook{5028,
  author       = {{Becker, Jörg and Monhof, Markus and Beverungen, Daniel and Bräuer, Sebastian and Klör, Benjamin and Plenter, Florian}},
  booktitle    = {{Dienstleistungen als Erfolgsfaktor für Elektromobilität. Ergebnisse aus dem Förderschwerpunkt “Dienstleistungsinnovationen für Elektromobilität”}},
  editor       = {{Ganz, Walter and Kampker, Achim and Satzger, Gerhard}},
  isbn         = {{978-3-8396-1212-5}},
  pages        = {{24----29}},
  title        = {{{End-of-Life Solutions für eCar-Batterien --- Entwicklung hybrider Leistungsbündel und Informationssysteme zur Entscheidungsunterstützung (EOL-IS)}}},
  year         = {{2017}},
}

@inbook{5076,
  author       = {{Beverungen, Daniel and Matzner, Martin }},
  booktitle    = {{Handbuch Dienstleistungsmanagement}},
  editor       = {{Roth, Stefan  and Corsten, Hans}},
  pages        = {{S. 519–536}},
  publisher    = {{Verlag Franz Vahlen}},
  title        = {{{Informationsmodellierung in Dienstleistungssystemen}}},
  year         = {{2017}},
}

@misc{5084,
  author       = {{Streck, Thomas}},
  publisher    = {{Universität Paderborn}},
  title        = {{{How to adequately relocate asylum applicants within the European Union - An attempt to apply matching theory in the current migration crisis}}},
  year         = {{2017}},
}