---
_id: '64152'
author:
- first_name: B.
  full_name: Alberternst, B.
  last_name: Alberternst
- first_name: K.
  full_name: Kessing, K.
  last_name: Kessing
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: T.
  full_name: Schaefers, T.
  last_name: Schaefers
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: D.
  full_name: Woisetschläger, D.
  last_name: Woisetschläger
citation:
  ama: 'Alberternst B, Kessing K, Böhm E, et al. A Relational Perspective on Responsibility
    for Sustainable Market Behavior. In: <i>2026 AMA Winter Academic Conference Proceedings</i>.
    ; 2026.'
  apa: Alberternst, B., Kessing, K., Böhm, E., Eggert, A., Garnefeld, I., Schaefers,
    T., Steinhoff, L., &#38; Woisetschläger, D. (2026). A Relational Perspective on
    Responsibility for Sustainable Market Behavior. <i>2026 AMA Winter Academic Conference
    Proceedings</i>.
  bibtex: '@inproceedings{Alberternst_Kessing_Böhm_Eggert_Garnefeld_Schaefers_Steinhoff_Woisetschläger_2026,
    title={A Relational Perspective on Responsibility for Sustainable Market Behavior},
    booktitle={2026 AMA Winter Academic Conference Proceedings}, author={Alberternst,
    B. and Kessing, K. and Böhm, Eva and Eggert, A. and Garnefeld, I. and Schaefers,
    T. and Steinhoff, Lena and Woisetschläger, D.}, year={2026} }'
  chicago: Alberternst, B., K. Kessing, Eva Böhm, A. Eggert, I. Garnefeld, T. Schaefers,
    Lena Steinhoff, and D. Woisetschläger. “A Relational Perspective on Responsibility
    for Sustainable Market Behavior.” In <i>2026 AMA Winter Academic Conference Proceedings</i>,
    2026.
  ieee: B. Alberternst <i>et al.</i>, “A Relational Perspective on Responsibility
    for Sustainable Market Behavior,” 2026.
  mla: Alberternst, B., et al. “A Relational Perspective on Responsibility for Sustainable
    Market Behavior.” <i>2026 AMA Winter Academic Conference Proceedings</i>, 2026.
  short: 'B. Alberternst, K. Kessing, E. Böhm, A. Eggert, I. Garnefeld, T. Schaefers,
    L. Steinhoff, D. Woisetschläger, in: 2026 AMA Winter Academic Conference Proceedings,
    2026.'
date_created: 2026-02-13T10:36:48Z
date_updated: 2026-02-13T10:36:58Z
department:
- _id: '733'
language:
- iso: eng
publication: 2026 AMA Winter Academic Conference Proceedings
status: public
title: A Relational Perspective on Responsibility for Sustainable Market Behavior
type: conference
user_id: '102525'
year: '2026'
...
---
_id: '64151'
author:
- first_name: Carina
  full_name: Witte, Carina
  id: '23755'
  last_name: Witte
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: K.
  full_name: Husemann, K.
  last_name: Husemann
citation:
  ama: 'Witte C, Steinhoff L, Husemann K. Extending Transformative Service Research:
    How Commercial Services Shape Spiritual Well-Being. In: <i> 2026 AMA Winter Academic
    Conference Proceedings</i>. ; 2026.'
  apa: 'Witte, C., Steinhoff, L., &#38; Husemann, K. (2026). Extending Transformative
    Service Research: How Commercial Services Shape Spiritual Well-Being. <i> 2026
    AMA Winter Academic Conference Proceedings</i>.'
  bibtex: '@inproceedings{Witte_Steinhoff_Husemann_2026, place={Madrid}, title={Extending
    Transformative Service Research: How Commercial Services Shape Spiritual Well-Being},
    booktitle={ 2026 AMA Winter Academic Conference Proceedings}, author={Witte, Carina
    and Steinhoff, Lena and Husemann, K.}, year={2026} }'
  chicago: 'Witte, Carina, Lena Steinhoff, and K. Husemann. “Extending Transformative
    Service Research: How Commercial Services Shape Spiritual Well-Being.” In <i>
    2026 AMA Winter Academic Conference Proceedings</i>. Madrid, 2026.'
  ieee: 'C. Witte, L. Steinhoff, and K. Husemann, “Extending Transformative Service
    Research: How Commercial Services Shape Spiritual Well-Being,” 2026.'
  mla: 'Witte, Carina, et al. “Extending Transformative Service Research: How Commercial
    Services Shape Spiritual Well-Being.” <i> 2026 AMA Winter Academic Conference
    Proceedings</i>, 2026.'
  short: 'C. Witte, L. Steinhoff, K. Husemann, in:  2026 AMA Winter Academic Conference
    Proceedings, Madrid, 2026.'
date_created: 2026-02-13T10:33:08Z
date_updated: 2026-02-13T10:37:02Z
department:
- _id: '733'
language:
- iso: eng
place: Madrid
publication: ' 2026 AMA Winter Academic Conference Proceedings'
status: public
title: 'Extending Transformative Service Research: How Commercial Services Shape Spiritual
  Well-Being'
type: conference
user_id: '102525'
year: '2026'
...
---
_id: '60166'
abstract:
- lang: eng
  text: "For business-to-business (B2B) supplier firms that increasingly infuse technology
    into their offerings such that\r\nthey can provide data-driven services, ready
    access to proprietary B2B customer firm data is critical. Despite\r\nclear evidence
    that B2B customer firms hesitate to provide such data due to the associated privacy
    risks, limited\r\nevidence exists regarding how B2B customer firms engage in privacy-related
    decision-making. Such knowledge is\r\ncrucial to efforts to address privacy-related
    challenges by designing and managing B2B services effectively.\r\nTherefore, informed
    by a systematic analysis of the current state of research on privacy-related decision-making\r\nin
    B2B contexts, this article derives a comprehensive research framework from B2B
    buying research. The\r\nframework conceptualizes privacy-related decision-making
    in B2B as a multilayered phenomenon and indicates\r\nkey questions for continued
    research on pressing managerial challenges for B2B services and solutions providers."
article_number: '115243'
author:
- first_name: Jan H.
  full_name: Schumann, Jan H.
  last_name: Schumann
- first_name: Johanna
  full_name: Zimmermann, Johanna
  last_name: Zimmermann
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: Dirk
  full_name: Totzek, Dirk
  last_name: Totzek
- first_name: Michel
  full_name: van der Borgh, Michel
  last_name: van der Borgh
- first_name: Kelly D.
  full_name: Martin, Kelly D.
  last_name: Martin
citation:
  ama: Schumann JH, Zimmermann J, Steinhoff L, Totzek D, van der Borgh M, Martin KD.
    Toward a multilayered framework of privacy-related decision-making in B2B. <i>Journal
    of Business Research</i>. 2025;190. doi:<a href="https://doi.org/10.1016/j.jbusres.2025.115243">10.1016/j.jbusres.2025.115243</a>
  apa: Schumann, J. H., Zimmermann, J., Steinhoff, L., Totzek, D., van der Borgh,
    M., &#38; Martin, K. D. (2025). Toward a multilayered framework of privacy-related
    decision-making in B2B. <i>Journal of Business Research</i>, <i>190</i>, Article
    115243. <a href="https://doi.org/10.1016/j.jbusres.2025.115243">https://doi.org/10.1016/j.jbusres.2025.115243</a>
  bibtex: '@article{Schumann_Zimmermann_Steinhoff_Totzek_van der Borgh_Martin_2025,
    title={Toward a multilayered framework of privacy-related decision-making in B2B},
    volume={190}, DOI={<a href="https://doi.org/10.1016/j.jbusres.2025.115243">10.1016/j.jbusres.2025.115243</a>},
    number={115243}, journal={Journal of Business Research}, publisher={Elsevier BV},
    author={Schumann, Jan H. and Zimmermann, Johanna and Steinhoff, Lena and Totzek,
    Dirk and van der Borgh, Michel and Martin, Kelly D.}, year={2025} }'
  chicago: Schumann, Jan H., Johanna Zimmermann, Lena Steinhoff, Dirk Totzek, Michel
    van der Borgh, and Kelly D. Martin. “Toward a Multilayered Framework of Privacy-Related
    Decision-Making in B2B.” <i>Journal of Business Research</i> 190 (2025). <a href="https://doi.org/10.1016/j.jbusres.2025.115243">https://doi.org/10.1016/j.jbusres.2025.115243</a>.
  ieee: 'J. H. Schumann, J. Zimmermann, L. Steinhoff, D. Totzek, M. van der Borgh,
    and K. D. Martin, “Toward a multilayered framework of privacy-related decision-making
    in B2B,” <i>Journal of Business Research</i>, vol. 190, Art. no. 115243, 2025,
    doi: <a href="https://doi.org/10.1016/j.jbusres.2025.115243">10.1016/j.jbusres.2025.115243</a>.'
  mla: Schumann, Jan H., et al. “Toward a Multilayered Framework of Privacy-Related
    Decision-Making in B2B.” <i>Journal of Business Research</i>, vol. 190, 115243,
    Elsevier BV, 2025, doi:<a href="https://doi.org/10.1016/j.jbusres.2025.115243">10.1016/j.jbusres.2025.115243</a>.
  short: J.H. Schumann, J. Zimmermann, L. Steinhoff, D. Totzek, M. van der Borgh,
    K.D. Martin, Journal of Business Research 190 (2025).
date_created: 2025-06-10T12:47:16Z
date_updated: 2025-06-11T07:40:44Z
doi: 10.1016/j.jbusres.2025.115243
has_accepted_license: '1'
intvolume: '       190'
language:
- iso: eng
publication: Journal of Business Research
publication_identifier:
  issn:
  - 0148-2963
publication_status: published
publisher: Elsevier BV
related_material:
  link:
  - relation: confirmation
    url: https://pdf.sciencedirectassets.com/271680/1-s2.0-S0148296324X0017X/1-s2.0-S0148296325000669/main.pdf?X-Amz-Security-Token=IQoJb3JpZ2luX2VjEOT%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMSJHMEUCIQCfm1UA4193tPmVgrS%2FcnrjFlb1Bjm4ml1h%2BCW45GO8yAIgRTuYxQ%2BUFiXhVRX2rBIhbvYqdq9x8aV3lpkJJA8DYUUquwUIvf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARAFGgwwNTkwMDM1NDY4NjUiDHWcMYKel0IEB6T8cSqPBQ%2FPXPaffQW%2FdIEsSobYwHKjmNP%2B422gnKKuTXvyXZuDqDA5JPvpHJ%2B0gkIWobhXl%2FNEHROJTY7qbSrlqxZV9V9QbhAYkb7Bw7wDZtmLXYaRCWWdWkFzAAr%2BijRp0PfPs2ryEAtGhVQ220TDmhTDBg3KBaswYNGDImGKBQjlXYYmKOPWRnho7KxpHSseEU44yFWC4KdiiDZYiEU8VFkSqvxoFal9rN17YWYcCqikrjBE0VoVg4Wma34%2BFdgjsseUPYIh7Z%2B0jq%2FvCunq5zwoeIAm0U2Any4ESZJXY0h2rbkJW5xC6TEpdJHVeAoHcMJsgRjzhVQ2vgRAKS4evuN5v%2BYNuvLIrELqq1ju%2Bmuue%2BlvB%2FFzKhIvvG6fOhQMEgMZLT3egZD73GZ2MVu5vi0NL%2BfbVAJuH%2B05H%2FCeuHQYEiZg0ZFqW0YNBhA36FU9bkHMYh9Ve6LnlNDecfW%2FLm4rsQeaIRRg%2BSnSQZ030D%2BflPbJyUOl4fkdCAJY8kcjI06J4PrCMu0QcFQd5oxuXKaFpGFrJvGA%2Falsi%2F2THM2btcvqQ%2BiUMIXFR6I0mwK27QgsN6fFj6Mb7Df6UgaH5SO7fHQPi0zN%2BZLlfRGXCv6nRBm2VaxSuVRA2XQqf1Ihu5Q%2F1DRibDfwdpEIJhwvYycq%2BdoAF8W1mapX1%2BhCoBb9lAZ7s%2B3JYBcpR%2F2nxKLXWb%2BT56LfbmGYWLjLkQe2IGRoSmd96OjDvRJcvRIj%2BkjNZMm6Dx7rdiJS4tDMpPA1sxc8Zre0CqB%2BUgaAodpAHodwsnfsjHOJy3NsHm3DtGvUeOpl4Y2TSnx57ltPXVOpVGSMIt0cf1ugZEXH2K148nBtdHFQAucfp8Dsmi1RQYReS4swn7ygwgY6sQEC%2FQhfJHAFxRUOWMmvq8uyRns1QzFeIzSOLLrsuzocofD7Cc7KU2gZDBvlvT3MX2CcvXlR7NbojhLN%2BpL5k9nBK7orj0sbd8AFmJAIpz6dvkh%2BhOGW2%2BsJzg5jyQoc1pAu9hm5HKAPaXnRRB5iTMgj8HT%2FQ%2BkUomLN1MN52xxpt7U6RBTLmKYt1l3uuQkCOKCizaDvSSTLhmyrR1Kk9X%2BI4CtaMp4KAw33bCjmtLLMEHY%3D&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20250610T125600Z&X-Amz-SignedHeaders=host&X-Amz-Expires=300&X-Amz-Credential=ASIAQ3PHCVTYRJPG57NG%2F20250610%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Signature=a6b1133ca9e5512a3b7f5a5e1f47b828b6e9a012228b759e500653f97d0e99ef&hash=d049ecc8d7baaea4d52b05d91c90888bd6834450d30a2001493cb5d6d95c8695&host=68042c943591013ac2b2430a89b270f6af2c76d8dfd086a07176afe7c76c2c61&pii=S0148296325000669&tid=spdf-5a4b413b-ee1c-41c3-be44-1aa0eb1f79e2&sid=104e7c1a46921741645ac775bfb8a2e25fe9gxrqb&type=client&tsoh=d3d3LnNjaWVuY2VkaXJlY3QuY29t&rh=d3d3LnNjaWVuY2VkaXJlY3QuY29t&ua=1e03565604585059010e5a&rr=94d906ba5b7f7552&cc=de
status: public
title: Toward a multilayered framework of privacy-related decision-making in B2B
type: journal_article
user_id: '102525'
volume: 190
year: '2025'
...
---
_id: '60173'
author:
- first_name: Lucas
  full_name: Heyden, Lucas
  last_name: Heyden
- first_name: Markus
  full_name: Husemann-Kopetzky, Markus
  last_name: Husemann-Kopetzky
- first_name: Christian
  full_name: Brock, Christian
  last_name: Brock
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Heyden L, Husemann-Kopetzky M, Brock C, Steinhoff L. Dynamische Preisgestaltungsstrategien
    und ihre Auswirkungen im E-Commerce. In: <i>Digital Analytics im Dienstleistungsmanagement
    – Customer Insights, Prozesse der Künstlichen Intelligenz, Digitale Geschäftsmodelle</i>.
    Springer Fachmedien Wiesbaden; 2025. doi:<a href="https://doi.org/10.1007/978-3-658-48325-8_20">10.1007/978-3-658-48325-8_20</a>'
  apa: Heyden, L., Husemann-Kopetzky, M., Brock, C., &#38; Steinhoff, L. (2025). Dynamische
    Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce. In <i>Digital
    Analytics im Dienstleistungsmanagement – Customer Insights, Prozesse der Künstlichen
    Intelligenz, Digitale Geschäftsmodelle</i>. Springer Fachmedien Wiesbaden. <a
    href="https://doi.org/10.1007/978-3-658-48325-8_20">https://doi.org/10.1007/978-3-658-48325-8_20</a>
  bibtex: '@inbook{Heyden_Husemann-Kopetzky_Brock_Steinhoff_2025, place={Wiesbaden},
    title={Dynamische Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce},
    DOI={<a href="https://doi.org/10.1007/978-3-658-48325-8_20">10.1007/978-3-658-48325-8_20</a>},
    booktitle={Digital Analytics im Dienstleistungsmanagement – Customer Insights,
    Prozesse der Künstlichen Intelligenz, Digitale Geschäftsmodelle}, publisher={Springer
    Fachmedien Wiesbaden}, author={Heyden, Lucas and Husemann-Kopetzky, Markus and
    Brock, Christian and Steinhoff, Lena}, year={2025} }'
  chicago: 'Heyden, Lucas, Markus Husemann-Kopetzky, Christian Brock, and Lena Steinhoff.
    “Dynamische Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce.” In
    <i>Digital Analytics im Dienstleistungsmanagement – Customer Insights, Prozesse
    der Künstlichen Intelligenz, Digitale Geschäftsmodelle</i>. Wiesbaden: Springer
    Fachmedien Wiesbaden, 2025. <a href="https://doi.org/10.1007/978-3-658-48325-8_20">https://doi.org/10.1007/978-3-658-48325-8_20</a>.'
  ieee: 'L. Heyden, M. Husemann-Kopetzky, C. Brock, and L. Steinhoff, “Dynamische
    Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce,” in <i>Digital
    Analytics im Dienstleistungsmanagement – Customer Insights, Prozesse der Künstlichen
    Intelligenz, Digitale Geschäftsmodelle</i>, Wiesbaden: Springer Fachmedien Wiesbaden,
    2025.'
  mla: Heyden, Lucas, et al. “Dynamische Preisgestaltungsstrategien und ihre Auswirkungen
    im E-Commerce.” <i>Digital Analytics im Dienstleistungsmanagement – Customer Insights,
    Prozesse der Künstlichen Intelligenz, Digitale Geschäftsmodelle</i>, Springer
    Fachmedien Wiesbaden, 2025, doi:<a href="https://doi.org/10.1007/978-3-658-48325-8_20">10.1007/978-3-658-48325-8_20</a>.
  short: 'L. Heyden, M. Husemann-Kopetzky, C. Brock, L. Steinhoff, in: Digital Analytics
    im Dienstleistungsmanagement – Customer Insights, Prozesse der Künstlichen Intelligenz,
    Digitale Geschäftsmodelle, Springer Fachmedien Wiesbaden, Wiesbaden, 2025.'
date_created: 2025-06-11T07:38:38Z
date_updated: 2025-06-11T07:47:14Z
doi: 10.1007/978-3-658-48325-8_20
language:
- iso: ger
place: Wiesbaden
publication: Digital Analytics im Dienstleistungsmanagement – Customer Insights, Prozesse
  der Künstlichen Intelligenz, Digitale Geschäftsmodelle
publication_identifier:
  isbn:
  - '9783658483241'
  - '9783658483258'
  issn:
  - 2662-3382
  - 2662-3390
publication_status: published
publisher: Springer Fachmedien Wiesbaden
related_material:
  link:
  - relation: confirmation
    url: https://link.springer.com/chapter/10.1007/978-3-658-48325-8_20#preview
status: public
title: Dynamische Preisgestaltungsstrategien und ihre Auswirkungen im E-Commerce
type: book_chapter
user_id: '102525'
year: '2025'
...
---
_id: '63585'
author:
- first_name: Benedikt
  full_name: Alberternst, Benedikt
  last_name: Alberternst
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: David M
  full_name: Woisetschläger, David M
  last_name: Woisetschläger
citation:
  ama: 'Alberternst B, Steinhoff L, Woisetschläger DM. Responsible Loyalty Programs:
    How Redemptions for a Cause Impact Customer Loyalty. In: <i>2025 AMA Winter Academic
    Conference Proceedings</i>. ; 2025.'
  apa: 'Alberternst, B., Steinhoff, L., &#38; Woisetschläger, D. M. (2025). Responsible
    Loyalty Programs: How Redemptions for a Cause Impact Customer Loyalty. <i>2025
    AMA Winter Academic Conference Proceedings</i>.'
  bibtex: '@inproceedings{Alberternst_Steinhoff_Woisetschläger_2025, place={Phoenix},
    title={Responsible Loyalty Programs: How Redemptions for a Cause Impact Customer
    Loyalty}, booktitle={2025 AMA Winter Academic Conference Proceedings}, author={Alberternst,
    Benedikt and Steinhoff, Lena and Woisetschläger, David M}, year={2025} }'
  chicago: 'Alberternst, Benedikt, Lena Steinhoff, and David M Woisetschläger. “Responsible
    Loyalty Programs: How Redemptions for a Cause Impact Customer Loyalty.” In <i>2025
    AMA Winter Academic Conference Proceedings</i>. Phoenix, 2025.'
  ieee: 'B. Alberternst, L. Steinhoff, and D. M. Woisetschläger, “Responsible Loyalty
    Programs: How Redemptions for a Cause Impact Customer Loyalty,” 2025.'
  mla: 'Alberternst, Benedikt, et al. “Responsible Loyalty Programs: How Redemptions
    for a Cause Impact Customer Loyalty.” <i>2025 AMA Winter Academic Conference Proceedings</i>,
    2025.'
  short: 'B. Alberternst, L. Steinhoff, D.M. Woisetschläger, in: 2025 AMA Winter Academic
    Conference Proceedings, Phoenix, 2025.'
date_created: 2026-01-13T09:47:03Z
date_updated: 2026-01-13T09:47:17Z
department:
- _id: '733'
language:
- iso: eng
place: Phoenix
publication: 2025 AMA Winter Academic Conference Proceedings
status: public
title: 'Responsible Loyalty Programs: How Redemptions for a Cause Impact Customer
  Loyalty'
type: conference
user_id: '102525'
year: '2025'
...
---
_id: '63584'
author:
- first_name: Carina
  full_name: Witte, Carina
  id: '23755'
  last_name: Witte
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Witte C, Steinhoff L. Unlocking Spiritual Value: Magical Experiences of Commercial
    Services. In: <i>2025 AMA Winter Academic Conference Proceedings</i>. ; 2025.'
  apa: 'Witte, C., &#38; Steinhoff, L. (2025). Unlocking Spiritual Value: Magical
    Experiences of Commercial Services. <i>2025 AMA Winter Academic Conference Proceedings</i>.'
  bibtex: '@inproceedings{Witte_Steinhoff_2025, place={Phoenix}, title={Unlocking
    Spiritual Value: Magical Experiences of Commercial Services}, booktitle={2025
    AMA Winter Academic Conference Proceedings}, author={Witte, Carina and Steinhoff,
    Lena}, year={2025} }'
  chicago: 'Witte, Carina, and Lena Steinhoff. “Unlocking Spiritual Value: Magical
    Experiences of Commercial Services.” In <i>2025 AMA Winter Academic Conference
    Proceedings</i>. Phoenix, 2025.'
  ieee: 'C. Witte and L. Steinhoff, “Unlocking Spiritual Value: Magical Experiences
    of Commercial Services,” 2025.'
  mla: 'Witte, Carina, and Lena Steinhoff. “Unlocking Spiritual Value: Magical Experiences
    of Commercial Services.” <i>2025 AMA Winter Academic Conference Proceedings</i>,
    2025.'
  short: 'C. Witte, L. Steinhoff, in: 2025 AMA Winter Academic Conference Proceedings,
    Phoenix, 2025.'
date_created: 2026-01-13T09:43:47Z
date_updated: 2026-01-13T09:44:02Z
department:
- _id: '733'
language:
- iso: eng
place: Phoenix
publication: 2025 AMA Winter Academic Conference Proceedings
status: public
title: 'Unlocking Spiritual Value: Magical Experiences of Commercial Services'
type: conference
user_id: '102525'
year: '2025'
...
---
_id: '59638'
abstract:
- lang: eng
  text: 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:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: Jisu J.
  full_name: Kim, Jisu J.
  last_name: Kim
- first_name: Vamsi K.
  full_name: Kanuri, Vamsi K.
  last_name: Kanuri
- first_name: Robert W.
  full_name: Palmatier, Robert W.
  last_name: Palmatier
citation:
  ama: Steinhoff L, Kim JJ, Kanuri VK, Palmatier RW. Unintended Consequences of Selling
    B2B Digital Subscription Add-Ons for Customer Onboarding. <i>Journal of the Academy
    of Marketing Science</i>. 2025;53(5):1447-1481. doi:<a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>
  apa: Steinhoff, L., Kim, J. J., Kanuri, V. K., &#38; Palmatier, R. W. (2025). Unintended
    Consequences of Selling B2B Digital Subscription Add-Ons for Customer Onboarding.
    <i>Journal of the Academy of Marketing Science</i>, <i>53</i>(5), 1447–1481. <a
    href="https://doi.org/10.1007/s11747-025-01088-3">https://doi.org/10.1007/s11747-025-01088-3</a>
  bibtex: '@article{Steinhoff_Kim_Kanuri_Palmatier_2025, title={Unintended Consequences
    of Selling B2B Digital Subscription Add-Ons for Customer Onboarding}, volume={53},
    DOI={<a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>},
    number={5}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Steinhoff, Lena and Kim, Jisu J. and
    Kanuri, Vamsi K. and Palmatier, Robert W.}, year={2025}, pages={1447–1481} }'
  chicago: 'Steinhoff, Lena, Jisu J. Kim, Vamsi K. Kanuri, and Robert W. Palmatier.
    “Unintended Consequences of Selling B2B Digital Subscription Add-Ons for Customer
    Onboarding.” <i>Journal of the Academy of Marketing Science</i> 53, no. 5 (2025):
    1447–81. <a href="https://doi.org/10.1007/s11747-025-01088-3">https://doi.org/10.1007/s11747-025-01088-3</a>.'
  ieee: 'L. Steinhoff, J. J. Kim, V. K. Kanuri, and R. W. Palmatier, “Unintended Consequences
    of Selling B2B Digital Subscription Add-Ons for Customer Onboarding,” <i>Journal
    of the Academy of Marketing Science</i>, vol. 53, no. 5, pp. 1447–1481, 2025,
    doi: <a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>.'
  mla: Steinhoff, Lena, et al. “Unintended Consequences of Selling B2B Digital Subscription
    Add-Ons for Customer Onboarding.” <i>Journal of the Academy of Marketing Science</i>,
    vol. 53, no. 5, Springer Science and Business Media LLC, 2025, pp. 1447–81, doi:<a
    href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>.
  short: L. Steinhoff, J.J. Kim, V.K. Kanuri, R.W. Palmatier, Journal of the Academy
    of Marketing Science 53 (2025) 1447–1481.
date_created: 2025-04-23T08:07:39Z
date_updated: 2026-01-13T09:50:24Z
doi: 10.1007/s11747-025-01088-3
intvolume: '        53'
issue: '5'
language:
- iso: eng
page: 1447-1481
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
related_material:
  link:
  - relation: confirmation
    url: https://link.springer.com/article/10.1007/s11747-025-01088-3
status: public
title: Unintended Consequences of Selling B2B Digital Subscription Add-Ons for Customer
  Onboarding
type: journal_article
user_id: '102525'
volume: 53
year: '2025'
...
---
_id: '53200'
abstract:
- lang: eng
  text: 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.
article_number: '114582'
article_type: original
author:
- first_name: Edna
  full_name: Ozuna, Edna
  id: '103813'
  last_name: Ozuna
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Ozuna E, Steinhoff L. “Look me in the eye, customer”: How do face-to-face
    interactions in peer-to-peer sharing economy services affect customers’ misbehavior
    concealment intentions? <i>Journal of Business Research</i>. 2024;177. doi:<a
    href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>'
  apa: 'Ozuna, E., &#38; Steinhoff, L. (2024). “Look me in the eye, customer”: How
    do face-to-face interactions in peer-to-peer sharing economy services affect customers’
    misbehavior concealment intentions? <i>Journal of Business Research</i>, <i>177</i>,
    Article 114582. <a href="https://doi.org/10.1016/j.jbusres.2024.114582">https://doi.org/10.1016/j.jbusres.2024.114582</a>'
  bibtex: '@article{Ozuna_Steinhoff_2024, 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?}, volume={177}, DOI={<a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>},
    number={114582}, journal={Journal of Business Research}, publisher={Elsevier BV},
    author={Ozuna, Edna and Steinhoff, Lena}, year={2024} }'
  chicago: 'Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How
    Do Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’
    Misbehavior Concealment Intentions?” <i>Journal of Business Research</i> 177 (2024).
    <a href="https://doi.org/10.1016/j.jbusres.2024.114582">https://doi.org/10.1016/j.jbusres.2024.114582</a>.'
  ieee: 'E. Ozuna and L. Steinhoff, “‘Look me in the eye, customer’: How do face-to-face
    interactions in peer-to-peer sharing economy services affect customers’ misbehavior
    concealment intentions?,” <i>Journal of Business Research</i>, vol. 177, Art.
    no. 114582, 2024, doi: <a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>.'
  mla: 'Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How Do Face-to-Face
    Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’ Misbehavior
    Concealment Intentions?” <i>Journal of Business Research</i>, vol. 177, 114582,
    Elsevier BV, 2024, doi:<a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>.'
  short: E. Ozuna, L. Steinhoff, Journal of Business Research 177 (2024).
date_created: 2024-04-04T08:16:27Z
date_updated: 2024-04-24T11:17:09Z
doi: 10.1016/j.jbusres.2024.114582
intvolume: '       177'
keyword:
- Sharing economy
- Customer misbehavior
- Peer-to-peer services
- Face-to-face interactions
- Experimental research
language:
- iso: eng
publication: Journal of Business Research
publication_identifier:
  issn:
  - 0148-2963
publication_status: published
publisher: Elsevier BV
status: public
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?'
type: journal_article
user_id: '103813'
volume: 177
year: '2024'
...
---
_id: '49157'
abstract:
- lang: eng
  text: <jats:p> 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. </jats:p>
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: Kelly D.
  full_name: Martin, Kelly D.
  last_name: Martin
citation:
  ama: 'Steinhoff L, Martin KD. Putting Data Privacy Regulation into Action: The Differential
    Capabilities of Service Frontline Interfaces. <i>Journal of Service Research</i>.
    2023;26(3):330-350. doi:<a href="https://doi.org/10.1177/10946705221141925">10.1177/10946705221141925</a>'
  apa: 'Steinhoff, L., &#38; Martin, K. D. (2023). Putting Data Privacy Regulation
    into Action: The Differential Capabilities of Service Frontline Interfaces. <i>Journal
    of Service Research</i>, <i>26</i>(3), 330–350. <a href="https://doi.org/10.1177/10946705221141925">https://doi.org/10.1177/10946705221141925</a>'
  bibtex: '@article{Steinhoff_Martin_2023, title={Putting Data Privacy Regulation
    into Action: The Differential Capabilities of Service Frontline Interfaces}, volume={26},
    DOI={<a href="https://doi.org/10.1177/10946705221141925">10.1177/10946705221141925</a>},
    number={3}, journal={Journal of Service Research}, publisher={SAGE Publications},
    author={Steinhoff, Lena and Martin, Kelly D.}, year={2023}, pages={330–350} }'
  chicago: 'Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation
    into Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal
    of Service Research</i> 26, no. 3 (2023): 330–50. <a href="https://doi.org/10.1177/10946705221141925">https://doi.org/10.1177/10946705221141925</a>.'
  ieee: 'L. Steinhoff and K. D. Martin, “Putting Data Privacy Regulation into Action:
    The Differential Capabilities of Service Frontline Interfaces,” <i>Journal of
    Service Research</i>, vol. 26, no. 3, pp. 330–350, 2023, doi: <a href="https://doi.org/10.1177/10946705221141925">10.1177/10946705221141925</a>.'
  mla: 'Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into
    Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal
    of Service Research</i>, vol. 26, no. 3, SAGE Publications, 2023, pp. 330–50,
    doi:<a href="https://doi.org/10.1177/10946705221141925">10.1177/10946705221141925</a>.'
  short: L. Steinhoff, K.D. Martin, Journal of Service Research 26 (2023) 330–350.
date_created: 2023-11-23T13:10:02Z
date_updated: 2023-11-23T13:12:23Z
doi: 10.1177/10946705221141925
intvolume: '        26'
issue: '3'
keyword:
- Organizational Behavior and Human Resource Management
- Sociology and Political Science
- Information Systems
language:
- iso: eng
page: 330-350
publication: Journal of Service Research
publication_identifier:
  issn:
  - 1094-6705
  - 1552-7379
publication_status: published
publisher: SAGE Publications
status: public
title: 'Putting Data Privacy Regulation into Action: The Differential Capabilities
  of Service Frontline Interfaces'
type: journal_article
user_id: '4336'
volume: 26
year: '2023'
...
---
_id: '50978'
author:
- first_name: K.
  full_name: Küpper, K.
  last_name: Küpper
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Küpper K, Garnefeld I, Steinhoff L. Evaluation of product testing programs
    as an effective marketing tool - Negative and positive effects of rejections in
    product testing programs. In: Proceedings of the 52nd European Marketing Academy
    Conference (EMAC); 2023.'
  apa: Küpper, K., Garnefeld, I., &#38; Steinhoff, L. (2023). <i>Evaluation of product
    testing programs as an effective marketing tool - Negative and positive effects
    of rejections in product testing programs</i>.
  bibtex: '@inproceedings{Küpper_Garnefeld_Steinhoff_2023, place={Odense}, title={Evaluation
    of product testing programs as an effective marketing tool - Negative and positive
    effects of rejections in product testing programs}, publisher={Proceedings of
    the 52nd European Marketing Academy Conference (EMAC)}, author={Küpper, K. and
    Garnefeld, I. and Steinhoff, Lena}, year={2023} }'
  chicago: 'Küpper, K., I. Garnefeld, and Lena Steinhoff. “Evaluation of Product Testing
    Programs as an Effective Marketing Tool - Negative and Positive Effects of Rejections
    in Product Testing Programs.” Odense: Proceedings of the 52nd European Marketing
    Academy Conference (EMAC), 2023.'
  ieee: K. Küpper, I. Garnefeld, and L. Steinhoff, “Evaluation of product testing
    programs as an effective marketing tool - Negative and positive effects of rejections
    in product testing programs,” 2023.
  mla: Küpper, K., et al. <i>Evaluation of Product Testing Programs as an Effective
    Marketing Tool - Negative and Positive Effects of Rejections in Product Testing
    Programs</i>. Proceedings of the 52nd European Marketing Academy Conference (EMAC),
    2023.
  short: 'K. Küpper, I. Garnefeld, L. Steinhoff, in: Proceedings of the 52nd European
    Marketing Academy Conference (EMAC), Odense, 2023.'
date_created: 2024-01-29T13:14:04Z
date_updated: 2024-01-29T13:14:07Z
department:
- _id: '733'
language:
- iso: eng
place: Odense
publisher: Proceedings of the 52nd European Marketing Academy Conference (EMAC)
status: public
title: Evaluation of product testing programs as an effective marketing tool - Negative
  and positive effects of rejections in product testing programs
type: conference
user_id: '68445'
year: '2023'
...
---
_id: '50979'
author:
- first_name: Edna
  full_name: Ozuna, Edna
  id: '103813'
  last_name: Ozuna
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Ozuna E, Steinhoff L. Customer Misbehavior in the Peer-to-Peer Sharing Economy:
    The Mixed Role of Face-to-Face Interactions. In: Proceedings of the 52nd European
    Marketing Academy Conference (EMAC); 2023.'
  apa: 'Ozuna, E., &#38; Steinhoff, L. (2023). <i>Customer Misbehavior in the Peer-to-Peer
    Sharing Economy: The Mixed Role of Face-to-Face Interactions</i>.'
  bibtex: '@inproceedings{Ozuna_Steinhoff_2023, place={Odense}, title={Customer Misbehavior
    in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions},
    publisher={Proceedings of the 52nd European Marketing Academy Conference (EMAC)},
    author={Ozuna, Edna and Steinhoff, Lena}, year={2023} }'
  chicago: 'Ozuna, Edna, and Lena Steinhoff. “Customer Misbehavior in the Peer-to-Peer
    Sharing Economy: The Mixed Role of Face-to-Face Interactions.” Odense: Proceedings
    of the 52nd European Marketing Academy Conference (EMAC), 2023.'
  ieee: 'E. Ozuna and L. Steinhoff, “Customer Misbehavior in the Peer-to-Peer Sharing
    Economy: The Mixed Role of Face-to-Face Interactions,” 2023.'
  mla: 'Ozuna, Edna, and Lena Steinhoff. <i>Customer Misbehavior in the Peer-to-Peer
    Sharing Economy: The Mixed Role of Face-to-Face Interactions</i>. Proceedings
    of the 52nd European Marketing Academy Conference (EMAC), 2023.'
  short: 'E. Ozuna, L. Steinhoff, in: Proceedings of the 52nd European Marketing Academy
    Conference (EMAC), Odense, 2023.'
date_created: 2024-01-29T13:15:17Z
date_updated: 2026-01-13T09:41:36Z
department:
- _id: '733'
language:
- iso: eng
place: Odense
publisher: Proceedings of the 52nd European Marketing Academy Conference (EMAC)
status: public
title: 'Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of
  Face-to-Face Interactions'
type: conference
user_id: '102525'
year: '2023'
...
---
_id: '50977'
author:
- first_name: Edna
  full_name: Ozuna, Edna
  id: '103813'
  last_name: Ozuna
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Ozuna E, Steinhoff L. Face-to-Face Interactions in Peer-to-Peer Sharing Economy
    Services: An Effective Barrier to Customer Misbehavior? In: 2023 AMA Winter Academic
    Conference Proceedings; 2023.'
  apa: 'Ozuna, E., &#38; Steinhoff, L. (2023). <i>Face-to-Face Interactions in Peer-to-Peer
    Sharing Economy Services: An Effective Barrier to Customer Misbehavior?</i>'
  bibtex: '@inproceedings{Ozuna_Steinhoff_2023, place={Nashville}, title={Face-to-Face
    Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to
    Customer Misbehavior?}, publisher={2023 AMA Winter Academic Conference Proceedings},
    author={Ozuna, Edna and Steinhoff, Lena}, year={2023} }'
  chicago: 'Ozuna, Edna, and Lena Steinhoff. “Face-to-Face Interactions in Peer-to-Peer
    Sharing Economy Services: An Effective Barrier to Customer Misbehavior?” Nashville:
    2023 AMA Winter Academic Conference Proceedings, 2023.'
  ieee: 'E. Ozuna and L. Steinhoff, “Face-to-Face Interactions in Peer-to-Peer Sharing
    Economy Services: An Effective Barrier to Customer Misbehavior?,” 2023.'
  mla: 'Ozuna, Edna, and Lena Steinhoff. <i>Face-to-Face Interactions in Peer-to-Peer
    Sharing Economy Services: An Effective Barrier to Customer Misbehavior?</i> 2023
    AMA Winter Academic Conference Proceedings, 2023.'
  short: 'E. Ozuna, L. Steinhoff, in: 2023 AMA Winter Academic Conference Proceedings,
    Nashville, 2023.'
date_created: 2024-01-29T13:11:55Z
date_updated: 2026-01-13T09:42:49Z
department:
- _id: '733'
language:
- iso: eng
place: Nashville
publisher: 2023 AMA Winter Academic Conference Proceedings
status: public
title: 'Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective
  Barrier to Customer Misbehavior?'
type: conference
user_id: '102525'
year: '2023'
...
---
_id: '50975'
author:
- first_name: B.
  full_name: Alberternst, B.
  last_name: Alberternst
- first_name: M.
  full_name: Giesler, M.
  last_name: Giesler
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
citation:
  ama: 'Alberternst B, Giesler M, Steinhoff L, Eggert A. The Consumerization of Care:
    How Capitalism Is Co-Opting Solidarity. In: 2023 AMA Winter Academic Conference
    Proceedings; 2023.'
  apa: 'Alberternst, B., Giesler, M., Steinhoff, L., &#38; Eggert, A. (2023). <i>The
    Consumerization of Care: How Capitalism Is Co-Opting Solidarity</i>.'
  bibtex: '@inproceedings{Alberternst_Giesler_Steinhoff_Eggert_2023, place={Nashville},
    title={The Consumerization of Care: How Capitalism Is Co-Opting Solidarity}, publisher={2023
    AMA Winter Academic Conference Proceedings}, author={Alberternst, B. and Giesler,
    M. and Steinhoff, Lena and Eggert, A.}, year={2023} }'
  chicago: 'Alberternst, B., M. Giesler, Lena Steinhoff, and A. Eggert. “The Consumerization
    of Care: How Capitalism Is Co-Opting Solidarity.” Nashville: 2023 AMA Winter Academic
    Conference Proceedings, 2023.'
  ieee: 'B. Alberternst, M. Giesler, L. Steinhoff, and A. Eggert, “The Consumerization
    of Care: How Capitalism Is Co-Opting Solidarity,” 2023.'
  mla: 'Alberternst, B., et al. <i>The Consumerization of Care: How Capitalism Is
    Co-Opting Solidarity</i>. 2023 AMA Winter Academic Conference Proceedings, 2023.'
  short: 'B. Alberternst, M. Giesler, L. Steinhoff, A. Eggert, in: 2023 AMA Winter
    Academic Conference Proceedings, Nashville, 2023.'
date_created: 2024-01-29T13:08:21Z
date_updated: 2026-02-13T11:47:19Z
department:
- _id: '733'
language:
- iso: eng
place: Nashville
publisher: 2023 AMA Winter Academic Conference Proceedings
status: public
title: 'The Consumerization of Care: How Capitalism Is Co-Opting Solidarity'
type: conference
user_id: '102525'
year: '2023'
...
---
_id: '45720'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: J. (S.)
  full_name: Liu, J. (S.)
  last_name: Liu
- first_name: X.
  full_name: Li, X.
  last_name: Li
- first_name: R. W.
  full_name: Palmatier, R. W.
  last_name: Palmatier
citation:
  ama: Steinhoff L, Liu J (S. ), Li X, Palmatier RW. Customer Engagement in International
    Markets. <i>Journal of International Marketing</i>. 2023;31(1):1-31. doi:<a href="https://doi.org/10.1177/1069031X221099211">10.1177/1069031X221099211</a>
  apa: Steinhoff, L., Liu, J. (S. ), Li, X., &#38; Palmatier, R. W. (2023). Customer
    Engagement in International Markets. <i>Journal of International Marketing</i>,
    <i>31</i>(1), 1–31. <a href="https://doi.org/10.1177/1069031X221099211">https://doi.org/10.1177/1069031X221099211</a>
  bibtex: '@article{Steinhoff_Liu_Li_Palmatier_2023, title={Customer Engagement in
    International Markets}, volume={31}, DOI={<a href="https://doi.org/10.1177/1069031X221099211">10.1177/1069031X221099211</a>},
    number={1}, journal={Journal of International Marketing}, author={Steinhoff, Lena
    and Liu, J. (S.) and Li, X. and Palmatier, R. W.}, year={2023}, pages={1–31} }'
  chicago: 'Steinhoff, Lena, J. (S.) Liu, X. Li, and R. W. Palmatier. “Customer Engagement
    in International Markets.” <i>Journal of International Marketing</i> 31, no. 1
    (2023): 1–31. <a href="https://doi.org/10.1177/1069031X221099211">https://doi.org/10.1177/1069031X221099211</a>.'
  ieee: 'L. Steinhoff, J. (S. ) Liu, X. Li, and R. W. Palmatier, “Customer Engagement
    in International Markets,” <i>Journal of International Marketing</i>, vol. 31,
    no. 1, pp. 1–31, 2023, doi: <a href="https://doi.org/10.1177/1069031X221099211">10.1177/1069031X221099211</a>.'
  mla: Steinhoff, Lena, et al. “Customer Engagement in International Markets.” <i>Journal
    of International Marketing</i>, vol. 31, no. 1, 2023, pp. 1–31, doi:<a href="https://doi.org/10.1177/1069031X221099211">10.1177/1069031X221099211</a>.
  short: L. Steinhoff, J. (S. ) Liu, X. Li, R.W. Palmatier, Journal of International
    Marketing 31 (2023) 1–31.
date_created: 2023-06-22T16:29:37Z
date_updated: 2025-01-06T13:06:02Z
department:
- _id: '733'
doi: 10.1177/1069031X221099211
intvolume: '        31'
issue: '1'
language:
- iso: eng
page: 1-31
publication: Journal of International Marketing
publication_status: published
status: public
title: Customer Engagement in International Markets
type: journal_article
user_id: '4336'
volume: 31
year: '2023'
...
---
_id: '45721'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: R. W.
  full_name: Palmatier, R. W.
  last_name: Palmatier
- first_name: K. D.
  full_name: Martin, K. D.
  last_name: Martin
- first_name: G.
  full_name: Fox, G.
  last_name: Fox
- first_name: C. M.
  full_name: Henderson, C. M.
  last_name: Henderson
- first_name: J. K.
  full_name: Saint Clair, J. K.
  last_name: Saint Clair
- first_name: S.
  full_name: Yan, S.
  last_name: Yan
- first_name: J.-Y.
  full_name: Lee, J.-Y.
  last_name: Lee
- first_name: T.
  full_name: Perko, T.
  last_name: Perko
- first_name: C. M.
  full_name: Harmeling, C. M.
  last_name: Harmeling
citation:
  ama: 'Steinhoff L, Palmatier RW, Martin KD, et al. Commentaries on Relationship
    Marketing: The Present and Future of Customer Relationships in Services. <i>Journal
    of Service Management Research</i>. 2022;6(1):2-27. doi:<a href="https://doi.org/
    10.5771/2511-8676-2022-1-2"> 10.5771/2511-8676-2022-1-2</a>'
  apa: 'Steinhoff, L., Palmatier, R. W., Martin, K. D., Fox, G., Henderson, C. M.,
    Saint Clair, J. K., Yan, S., Lee, J.-Y., Perko, T., &#38; Harmeling, C. M. (2022).
    Commentaries on Relationship Marketing: The Present and Future of Customer Relationships
    in Services. <i>Journal of Service Management Research</i>, <i>6</i>(1), 2–27.
    <a href="https://doi.org/ 10.5771/2511-8676-2022-1-2">https://doi.org/ 10.5771/2511-8676-2022-1-2</a>'
  bibtex: '@article{Steinhoff_Palmatier_Martin_Fox_Henderson_Saint Clair_Yan_Lee_Perko_Harmeling_2022,
    title={Commentaries on Relationship Marketing: The Present and Future of Customer
    Relationships in Services}, volume={6}, DOI={<a href="https://doi.org/ 10.5771/2511-8676-2022-1-2">
    10.5771/2511-8676-2022-1-2</a>}, number={1}, journal={Journal of Service Management
    Research}, 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.}, year={2022}, pages={2–27} }'
  chicago: 'Steinhoff, Lena, R. W. Palmatier, K. D. Martin, G. Fox, C. M. Henderson,
    J. K. Saint Clair, S. Yan, J.-Y. Lee, T. Perko, and C. M. Harmeling. “Commentaries
    on Relationship Marketing: The Present and Future of Customer Relationships in
    Services.” <i>Journal of Service Management Research</i> 6, no. 1 (2022): 2–27.
    <a href="https://doi.org/ 10.5771/2511-8676-2022-1-2">https://doi.org/ 10.5771/2511-8676-2022-1-2</a>.'
  ieee: 'L. Steinhoff <i>et al.</i>, “Commentaries on Relationship Marketing: The
    Present and Future of Customer Relationships in Services,” <i>Journal of Service
    Management Research</i>, vol. 6, no. 1, pp. 2–27, 2022, doi: <a href="https://doi.org/
    10.5771/2511-8676-2022-1-2"> 10.5771/2511-8676-2022-1-2</a>.'
  mla: 'Steinhoff, Lena, et al. “Commentaries on Relationship Marketing: The Present
    and Future of Customer Relationships in Services.” <i>Journal of Service Management
    Research</i>, vol. 6, no. 1, 2022, pp. 2–27, doi:<a href="https://doi.org/ 10.5771/2511-8676-2022-1-2">
    10.5771/2511-8676-2022-1-2</a>.'
  short: L. Steinhoff, R.W. Palmatier, K.D. Martin, G. Fox, C.M. Henderson, J.K. Saint
    Clair, S. Yan, J.-Y. Lee, T. Perko, C.M. Harmeling, Journal of Service Management
    Research 6 (2022) 2–27.
date_created: 2023-06-22T16:32:06Z
date_updated: 2024-01-15T14:10:08Z
department:
- _id: '733'
doi: ' 10.5771/2511-8676-2022-1-2'
intvolume: '         6'
issue: '1'
language:
- iso: eng
page: 2-27
publication: Journal of Service Management Research
publication_status: published
status: public
title: 'Commentaries on Relationship Marketing: The Present and Future of Customer
  Relationships in Services'
type: journal_article
user_id: '68445'
volume: 6
year: '2022'
...
---
_id: '45738'
author:
- first_name: M.
  full_name: Becker, M.
  last_name: Becker
- first_name: N.
  full_name: Wiegand, N.
  last_name: Wiegand
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: K.
  full_name: Baidina, K.
  last_name: Baidina
citation:
  ama: 'Becker M, Wiegand N, Steinhoff L, Baidina K. The Role of Self-Rewarding Behavior
    in Cashback Loyalty Programs. In: <i>Proceedings of the 51st European Marketing
    Academy (EMAC) Conference, Budapest.</i> ; 2022.'
  apa: Becker, M., Wiegand, N., Steinhoff, L., &#38; Baidina, K. (2022). The Role
    of Self-Rewarding Behavior in Cashback Loyalty Programs. <i>Proceedings of the
    51st European Marketing Academy (EMAC) Conference, Budapest.</i> Proceedings of
    the 51st European Marketing Academy (EMAC) Conference, Budapest.
  bibtex: '@inproceedings{Becker_Wiegand_Steinhoff_Baidina_2022, title={The Role of
    Self-Rewarding Behavior in Cashback Loyalty Programs}, booktitle={Proceedings
    of the 51st European Marketing Academy (EMAC) Conference, Budapest.}, author={Becker,
    M. and Wiegand, N. and Steinhoff, Lena and Baidina, K.}, year={2022} }'
  chicago: Becker, M., N. Wiegand, Lena Steinhoff, and K. Baidina. “The Role of Self-Rewarding
    Behavior in Cashback Loyalty Programs.” In <i>Proceedings of the 51st European
    Marketing Academy (EMAC) Conference, Budapest.</i>, 2022.
  ieee: 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.
  mla: Becker, M., et al. “The Role of Self-Rewarding Behavior in Cashback Loyalty
    Programs.” <i>Proceedings of the 51st European Marketing Academy (EMAC) Conference,
    Budapest.</i>, 2022.
  short: 'M. Becker, N. Wiegand, L. Steinhoff, K. Baidina, in: Proceedings of the
    51st European Marketing Academy (EMAC) Conference, Budapest., 2022.'
conference:
  location: Budapest
  name: Proceedings of the 51st European Marketing Academy (EMAC) Conference
date_created: 2023-06-22T16:54:51Z
date_updated: 2024-01-15T15:17:21Z
department:
- _id: '733'
language:
- iso: eng
publication: Proceedings of the 51st European Marketing Academy (EMAC) Conference,
  Budapest.
publication_status: published
status: public
title: The Role of Self-Rewarding Behavior in Cashback Loyalty Programs
type: conference
user_id: '68445'
year: '2022'
...
---
_id: '45737'
author:
- first_name: B.
  full_name: Alberternst, B.
  last_name: Alberternst
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: M.
  full_name: Giesler, M.
  last_name: Giesler
citation:
  ama: 'Alberternst B, Steinhoff L, Eggert A, Giesler M. Theorizing Marketplace Solidarity
    Systems: From Consumer–Firm Dyads to Structures of Mutual Support. In: <i>2022
    AMA Summer Academic Conference Proceedings, Chicago</i>. ; 2022.'
  apa: 'Alberternst, B., Steinhoff, L., Eggert, A., &#38; Giesler, M. (2022). Theorizing
    Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual
    Support. <i>2022 AMA Summer Academic Conference Proceedings, Chicago</i>. 2022
    AMA Summer Marketing Educators’ Conference Proceedings, Chicago.'
  bibtex: '@inproceedings{Alberternst_Steinhoff_Eggert_Giesler_2022, title={Theorizing
    Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual
    Support}, booktitle={2022 AMA Summer Academic Conference Proceedings, Chicago},
    author={Alberternst, B. and Steinhoff, Lena and Eggert, A. and Giesler, M.}, year={2022}
    }'
  chicago: 'Alberternst, B., Lena Steinhoff, A. Eggert, and M. Giesler. “Theorizing
    Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual
    Support.” In <i>2022 AMA Summer Academic Conference Proceedings, Chicago</i>,
    2022.'
  ieee: '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.'
  mla: 'Alberternst, B., et al. “Theorizing Marketplace Solidarity Systems: From Consumer–Firm
    Dyads to Structures of Mutual Support.” <i>2022 AMA Summer Academic Conference
    Proceedings, Chicago</i>, 2022.'
  short: 'B. Alberternst, L. Steinhoff, A. Eggert, M. Giesler, in: 2022 AMA Summer
    Academic Conference Proceedings, Chicago, 2022.'
conference:
  location: Chicago
  name: 2022 AMA Summer Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T16:53:32Z
date_updated: 2026-01-13T09:42:24Z
department:
- _id: '733'
language:
- iso: eng
publication: 2022 AMA Summer Academic Conference Proceedings, Chicago
publication_status: published
status: public
title: 'Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures
  of Mutual Support'
type: conference
user_id: '102525'
year: '2022'
...
---
_id: '45739'
author:
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: K.
  full_name: Küpper, K.
  last_name: Küpper
citation:
  ama: 'Garnefeld I, Steinhoff L, Küpper K. How Do I Tell Them? Analyzing Companies’
    Provision of Rejection Reasons in Product Testing Programs. In: <i>2022 AMA Winter
    Academic Conference Proceedings, Las Vegas</i>. ; 2022.'
  apa: Garnefeld, I., Steinhoff, L., &#38; Küpper, K. (2022). How Do I Tell Them?
    Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs.
    <i>2022 AMA Winter Academic Conference Proceedings, Las Vegas</i>. 2022 AMA Winter
    Marketing Educators’ Conference Proceedings, Las Vegas.
  bibtex: '@inproceedings{Garnefeld_Steinhoff_Küpper_2022, title={How Do I Tell Them?
    Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs},
    booktitle={2022 AMA Winter Academic Conference Proceedings, Las Vegas}, author={Garnefeld,
    I. and Steinhoff, Lena and Küpper, K.}, year={2022} }'
  chicago: Garnefeld, I., Lena Steinhoff, and K. Küpper. “How Do I Tell Them? Analyzing
    Companies’ Provision of Rejection Reasons in Product Testing Programs.” In <i>2022
    AMA Winter Academic Conference Proceedings, Las Vegas</i>, 2022.
  ieee: 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.
  mla: Garnefeld, I., et al. “How Do I Tell Them? Analyzing Companies’ Provision of
    Rejection Reasons in Product Testing Programs.” <i>2022 AMA Winter Academic Conference
    Proceedings, Las Vegas</i>, 2022.
  short: 'I. Garnefeld, L. Steinhoff, K. Küpper, in: 2022 AMA Winter Academic Conference
    Proceedings, Las Vegas, 2022.'
conference:
  location: Las Vegas
  name: 2022 AMA Winter Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T16:55:46Z
date_updated: 2026-01-13T09:31:55Z
department:
- _id: '733'
language:
- iso: eng
publication: 2022 AMA Winter Academic Conference Proceedings, Las Vegas
publication_status: published
status: public
title: How Do I Tell Them? Analyzing Companies' Provision of Rejection Reasons in
  Product Testing Programs
type: conference
user_id: '102525'
year: '2022'
...
---
_id: '46660'
author:
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: H.
  full_name: Holzmüller, H.
  last_name: Holzmüller
- first_name: T
  full_name: Schaefers, T
  last_name: Schaefers
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: D.
  full_name: Woisetschläger, D.
  last_name: Woisetschläger
citation:
  ama: 'Böhm E, Eggert A, Garnefeld I, et al. Exploring the customer journey of voice
    commerce: A research agenda. <i>SMR - Journal of Service Management Research</i>.
    2022;6(4):216-231.'
  apa: 'Böhm, E., Eggert, A., Garnefeld, I., Holzmüller, H., Schaefers, T., Steinhoff,
    L., &#38; Woisetschläger, D. (2022). Exploring the customer journey of voice commerce:
    A research agenda. <i>SMR - Journal of Service Management Research</i>, <i>6</i>(4),
    216–231.'
  bibtex: '@article{Böhm_Eggert_Garnefeld_Holzmüller_Schaefers_Steinhoff_Woisetschläger_2022,
    title={Exploring the customer journey of voice commerce: A research agenda}, volume={6},
    number={4}, journal={SMR - Journal of Service Management Research}, author={Böhm,
    Eva and Eggert, A. and Garnefeld, I. and Holzmüller, H. and Schaefers, T and Steinhoff,
    Lena and Woisetschläger, D.}, year={2022}, pages={216–231} }'
  chicago: 'Böhm, Eva, A. Eggert, I. Garnefeld, H. Holzmüller, T Schaefers, Lena Steinhoff,
    and D. Woisetschläger. “Exploring the Customer Journey of Voice Commerce: A Research
    Agenda.” <i>SMR - Journal of Service Management Research</i> 6, no. 4 (2022):
    216–31.'
  ieee: 'E. Böhm <i>et al.</i>, “Exploring the customer journey of voice commerce:
    A research agenda,” <i>SMR - Journal of Service Management Research</i>, vol.
    6, no. 4, pp. 216–231, 2022.'
  mla: 'Böhm, Eva, et al. “Exploring the Customer Journey of Voice Commerce: A Research
    Agenda.” <i>SMR - Journal of Service Management Research</i>, vol. 6, no. 4, 2022,
    pp. 216–31.'
  short: E. Böhm, A. Eggert, I. Garnefeld, H. Holzmüller, T. Schaefers, L. Steinhoff,
    D. Woisetschläger, SMR - Journal of Service Management Research 6 (2022) 216–231.
date_created: 2023-08-25T07:17:47Z
date_updated: 2024-12-13T11:00:02Z
department:
- _id: '785'
extern: '1'
intvolume: '         6'
issue: '4'
language:
- iso: eng
page: 216-231
publication: SMR - Journal of Service Management Research
publication_status: published
status: public
title: 'Exploring the customer journey of voice commerce: A research agenda'
type: journal_article
user_id: '3043'
volume: 6
year: '2022'
...
---
_id: '45724'
author:
- first_name: C. M.
  full_name: Henderson, C. M.
  last_name: Henderson
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: C. M.
  full_name: Harmeling, C. M.
  last_name: Harmeling
- first_name: R. W.
  full_name: Palmatier, R. W.
  last_name: Palmatier
citation:
  ama: Henderson CM, Steinhoff L, Harmeling CM, Palmatier RW. Customer Inertia Marketing.
    <i>Journal of the Academy of Marketing Science</i>. 2021;49(2):350-373. doi:<a
    href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>
  apa: Henderson, C. M., Steinhoff, L., Harmeling, C. M., &#38; Palmatier, R. W. (2021).
    Customer Inertia Marketing. <i>Journal of the Academy of Marketing Science</i>,
    <i>49</i>(2), 350–373. <a href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>
  bibtex: '@article{Henderson_Steinhoff_Harmeling_Palmatier_2021, title={Customer
    Inertia Marketing}, volume={49}, DOI={<a href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>},
    number={2}, journal={Journal of the Academy of Marketing Science}, author={Henderson,
    C. M. and Steinhoff, Lena and Harmeling, C. M. and Palmatier, R. W.}, year={2021},
    pages={350–373} }'
  chicago: 'Henderson, C. M., Lena Steinhoff, C. M. Harmeling, and R. W. Palmatier.
    “Customer Inertia Marketing.” <i>Journal of the Academy of Marketing Science</i>
    49, no. 2 (2021): 350–73. <a href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>.'
  ieee: 'C. M. Henderson, L. Steinhoff, C. M. Harmeling, and R. W. Palmatier, “Customer
    Inertia Marketing,” <i>Journal of the Academy of Marketing Science</i>, vol. 49,
    no. 2, pp. 350–373, 2021, doi: <a href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>.'
  mla: Henderson, C. M., et al. “Customer Inertia Marketing.” <i>Journal of the Academy
    of Marketing Science</i>, vol. 49, no. 2, 2021, pp. 350–73, doi:<a href="http://dx.doi.org/10.1007/s11747-020-00744-0">http://dx.doi.org/10.1007/s11747-020-00744-0</a>.
  short: C.M. Henderson, L. Steinhoff, C.M. Harmeling, R.W. Palmatier, Journal of
    the Academy of Marketing Science 49 (2021) 350–373.
date_created: 2023-06-22T16:35:09Z
date_updated: 2024-01-15T15:58:02Z
department:
- _id: '733'
doi: http://dx.doi.org/10.1007/s11747-020-00744-0
intvolume: '        49'
issue: '2'
language:
- iso: eng
page: 350-373
publication: Journal of the Academy of Marketing Science
publication_status: published
status: public
title: Customer Inertia Marketing
type: journal_article
user_id: '68445'
volume: 49
year: '2021'
...