@inproceedings{64152, author = {{Alberternst, B. and Kessing, K. and Böhm, Eva and Eggert, A. and Garnefeld, I. and Schaefers, T. and Steinhoff, Lena and Woisetschläger, D.}}, booktitle = {{2026 AMA Winter Academic Conference Proceedings}}, title = {{{A Relational Perspective on Responsibility for Sustainable Market Behavior}}}, year = {{2026}}, } @inproceedings{64151, author = {{Witte, Carina and Steinhoff, Lena and Husemann, K.}}, booktitle = {{ 2026 AMA Winter Academic Conference Proceedings}}, title = {{{Extending Transformative Service Research: How Commercial Services Shape Spiritual Well-Being}}}, year = {{2026}}, } @article{60166, abstract = {{For business-to-business (B2B) supplier firms that increasingly infuse technology into their offerings such that they can provide data-driven services, ready access to proprietary B2B customer firm data is critical. Despite clear evidence that B2B customer firms hesitate to provide such data due to the associated privacy risks, limited evidence exists regarding how B2B customer firms engage in privacy-related decision-making. Such knowledge is crucial to efforts to address privacy-related challenges by designing and managing B2B services effectively. Therefore, informed by a systematic analysis of the current state of research on privacy-related decision-making in B2B contexts, this article derives a comprehensive research framework from B2B buying research. The framework conceptualizes privacy-related decision-making in B2B as a multilayered phenomenon and indicates key questions for continued research on pressing managerial challenges for B2B services and solutions providers.}}, author = {{Schumann, Jan H. and Zimmermann, Johanna and Steinhoff, Lena and Totzek, Dirk and van der Borgh, Michel and Martin, Kelly D.}}, issn = {{0148-2963}}, journal = {{Journal of Business Research}}, publisher = {{Elsevier BV}}, title = {{{Toward a multilayered framework of privacy-related decision-making in B2B}}}, doi = {{10.1016/j.jbusres.2025.115243}}, volume = {{190}}, year = {{2025}}, } @inbook{60173, author = {{Heyden, Lucas and Husemann-Kopetzky, Markus and Brock, Christian and Steinhoff, Lena}}, booktitle = {{Digital Analytics im Dienstleistungsmanagement – Customer Insights, Prozesse der Künstlichen Intelligenz, Digitale Geschäftsmodelle}}, isbn = {{9783658483241}}, issn = {{2662-3382}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Dynamische Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce}}}, doi = {{10.1007/978-3-658-48325-8_20}}, year = {{2025}}, } @inproceedings{63585, author = {{Alberternst, Benedikt and Steinhoff, Lena and Woisetschläger, David M}}, booktitle = {{2025 AMA Winter Academic Conference Proceedings}}, title = {{{Responsible Loyalty Programs: How Redemptions for a Cause Impact Customer Loyalty}}}, year = {{2025}}, } @inproceedings{63584, author = {{Witte, Carina and Steinhoff, Lena}}, booktitle = {{2025 AMA Winter Academic Conference Proceedings}}, title = {{{Unlocking Spiritual Value: Magical Experiences of Commercial Services}}}, year = {{2025}}, } @article{59638, abstract = {{Business-to-business (B2B) software-as-a-service (SaaS) providers increasingly bundle add-on services with their core service. The implications of such bundles for onboarding customers to the relationship remain unclear; in particular, the common practice of trying to maximize add-on bundling during the customer acquisition phase arguably might conflict with goals to achieve long-term retention of customers. The current study therefore focuses explicitly on the impact of add-on bundling on customer retention during the onboarding stage, using multiple methods. A theories-in-use exploration suggests that the positive effects of add-on bundling may not manifest in the initial relational stage of customer onboarding. A field study involving a B2B SaaS provider further reveals that bundling more add-on services can significantly decrease customer retention during the onboarding stage. Moving to leaner communication channels can aggravate such attrition. Finally, a cross-industry survey of B2B managers identifies complexity perceptions as the likely source of these detrimental effects of add-on bundling during the customer onboarding stage.}}, author = {{Steinhoff, Lena and Kim, Jisu J. and Kanuri, Vamsi K. and Palmatier, Robert W.}}, issn = {{0092-0703}}, journal = {{Journal of the Academy of Marketing Science}}, number = {{5}}, pages = {{1447--1481}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{Unintended Consequences of Selling B2B Digital Subscription Add-Ons for Customer Onboarding}}}, doi = {{10.1007/s11747-025-01088-3}}, volume = {{53}}, year = {{2025}}, } @article{53200, abstract = {{Customer misbehavior poses a major risk in the sharing economy. For example, property damage to shared accommodations imposes burdens on both sharing platforms and hosts, especially if misbehaving guests purposefully, not coincidentally conceal, or fail to report damages. Such misbehavior might be facilitated by remote listing management and the lack of face-to-face interactions between hosts and guests. Therefore, this study investigated the effects of host–guest interaction modes (face-to-face, online-only) and frequency on guests’ misbehavior concealment intentions. Social identification and irritation emerged as bright- and dark side mediators, respectively. Guests who interacted face-to-face (vs. online-only) with hosts exhibited weaker intentions to conceal their misbehavior due to increased social identification. Platforms can elicit social identification by engaging guests in virtual communities. However, when face-to-face interactions become excessive, guests experience irritation and are more likely to conceal their misbehavior. These insights offer practical implications for both peer-to-peer sharing platforms and hosts.}}, author = {{Ozuna, Edna and Steinhoff, Lena}}, issn = {{0148-2963}}, journal = {{Journal of Business Research}}, keywords = {{Sharing economy, Customer misbehavior, Peer-to-peer services, Face-to-face interactions, Experimental research}}, publisher = {{Elsevier BV}}, title = {{{“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions?}}}, doi = {{10.1016/j.jbusres.2024.114582}}, volume = {{177}}, year = {{2024}}, } @article{49157, abstract = {{ Service frontline encounters between customers and service providers have been subject to fundamental changes in recent years. As two major change agents, technology infusion and data privacy regulations are inextricably linked and constitute a critical ethical and societal issue. Specifically, service frontlines—as represented by human or technological agents, or some hybrid form—rely on customer data for service provision, which subjects them to privacy regulations governing the collection, submission, access, and use of any customer data thus captured. However, scant research outlines the significant implications of evolving data privacy regulations for service frontline encounters. To advance knowledge in this domain, this research distills six key dimensions of global data privacy regulations (fairness, data limits, transparency, control, consent, and recourse). Employing an intelligences theoretical lens, the authors theorize how these dimensions might become differentially manifest across three service frontline interface types (human-based, technology-based, and hybrid). Carefully intersecting the need for varying intelligences across data privacy regulatory dimensions with the abilities of service frontline interfaces to harness each intelligence type, this study offers a novel conceptual framework that advances research and practice. Theoretical, managerial, and policy implications unfold from the proposed framework, which also can inform a future research agenda. }}, author = {{Steinhoff, Lena and Martin, Kelly D.}}, issn = {{1094-6705}}, journal = {{Journal of Service Research}}, keywords = {{Organizational Behavior and Human Resource Management, Sociology and Political Science, Information Systems}}, number = {{3}}, pages = {{330--350}}, publisher = {{SAGE Publications}}, title = {{{Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces}}}, doi = {{10.1177/10946705221141925}}, volume = {{26}}, year = {{2023}}, } @inproceedings{50978, author = {{Küpper, K. and Garnefeld, I. and Steinhoff, Lena}}, publisher = {{Proceedings of the 52nd European Marketing Academy Conference (EMAC)}}, title = {{{Evaluation of product testing programs as an effective marketing tool - Negative and positive effects of rejections in product testing programs}}}, year = {{2023}}, } @inproceedings{50979, author = {{Ozuna, Edna and Steinhoff, Lena}}, publisher = {{Proceedings of the 52nd European Marketing Academy Conference (EMAC)}}, title = {{{Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions}}}, year = {{2023}}, } @inproceedings{50977, author = {{Ozuna, Edna and Steinhoff, Lena}}, publisher = {{2023 AMA Winter Academic Conference Proceedings}}, title = {{{Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?}}}, year = {{2023}}, } @inproceedings{50975, author = {{Alberternst, B. and Giesler, M. and Steinhoff, Lena and Eggert, A.}}, publisher = {{2023 AMA Winter Academic Conference Proceedings}}, title = {{{The Consumerization of Care: How Capitalism Is Co-Opting Solidarity}}}, year = {{2023}}, } @article{45720, author = {{Steinhoff, Lena and Liu, J. (S.) and Li, X. and Palmatier, R. W.}}, journal = {{Journal of International Marketing}}, number = {{1}}, pages = {{1--31}}, title = {{{Customer Engagement in International Markets}}}, doi = {{10.1177/1069031X221099211}}, volume = {{31}}, year = {{2023}}, } @article{45721, author = {{Steinhoff, Lena and Palmatier, R. W. and Martin, K. D. and Fox, G. and Henderson, C. M. and Saint Clair, J. K. and Yan, S. and Lee, J.-Y. and Perko, T. and Harmeling, C. M.}}, journal = {{Journal of Service Management Research}}, number = {{1}}, pages = {{2--27}}, title = {{{Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services}}}, doi = {{ 10.5771/2511-8676-2022-1-2}}, volume = {{6}}, year = {{2022}}, } @inproceedings{45738, author = {{Becker, M. and Wiegand, N. and Steinhoff, Lena and Baidina, K.}}, booktitle = {{Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest.}}, location = {{Budapest}}, title = {{{The Role of Self-Rewarding Behavior in Cashback Loyalty Programs}}}, year = {{2022}}, } @inproceedings{45737, author = {{Alberternst, B. and Steinhoff, Lena and Eggert, A. and Giesler, M.}}, booktitle = {{2022 AMA Summer Academic Conference Proceedings, Chicago}}, location = {{Chicago}}, title = {{{Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support}}}, year = {{2022}}, } @inproceedings{45739, author = {{Garnefeld, I. and Steinhoff, Lena and Küpper, K.}}, booktitle = {{2022 AMA Winter Academic Conference Proceedings, Las Vegas}}, location = {{Las Vegas}}, title = {{{How Do I Tell Them? Analyzing Companies' Provision of Rejection Reasons in Product Testing Programs}}}, year = {{2022}}, } @article{46660, author = {{Böhm, Eva and Eggert, A. and Garnefeld, I. and Holzmüller, H. and Schaefers, T and Steinhoff, Lena and Woisetschläger, D.}}, journal = {{SMR - Journal of Service Management Research}}, number = {{4}}, pages = {{216--231}}, title = {{{Exploring the customer journey of voice commerce: A research agenda}}}, volume = {{6}}, year = {{2022}}, } @article{45724, author = {{Henderson, C. M. and Steinhoff, Lena and Harmeling, C. M. and Palmatier, R. W.}}, journal = {{Journal of the Academy of Marketing Science}}, number = {{2}}, pages = {{350--373}}, title = {{{Customer Inertia Marketing}}}, doi = {{http://dx.doi.org/10.1007/s11747-020-00744-0}}, volume = {{49}}, year = {{2021}}, }