@inproceedings{7739, author = {{Eggert, A and Garnefeld, I and Steinhoff, L}}, booktitle = {{2012 AMA Summer Marketing Educators' Proceedings}}, title = {{{The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs}}}, year = {{2012}}, } @inproceedings{7740, author = {{Garnefeld, I and Münkhoff, E and Bruns, A}}, booktitle = {{2012 AMA Summer Marketing Educators’ Proceedings}}, title = {{{I thought it was all over and now it is back again – Customer reactions to time extensions of sales promotions}}}, year = {{2012}}, } @inproceedings{7741, author = {{Eggert, A and Steiner, M and Ulaga, W and Backhaus, K}}, booktitle = {{Proceedings of the 2012 ISBM Academic Workshop}}, title = {{{Capturing the Value of Hybrid Offerings: The Impact of the Price Presentation Format}}}, year = {{2012}}, } @inproceedings{7742, author = {{Ritter, T and Eggert, A}}, booktitle = {{Proceedings of the 2012 ISBM Academic Workshop}}, title = {{{Dispersion of Market Activities: A Configurational Approach}}}, year = {{2012}}, } @inproceedings{7743, author = {{Eggert, A and Münkhoff, E and Thiesbrummel, C}}, booktitle = {{2012 AMA Winter Marketing Educators' Proceedings}}, title = {{{Growing with Industrial Services - A Configurational Approach}}}, year = {{2012}}, } @inproceedings{7744, author = {{Eggert, A and Garnefeld, I and Steinhoff, L}}, booktitle = {{2012 AMA Winter Marketing Educators' Proceedings}}, title = {{{Endowed Status in Hierarchical Loyalty Programs}}}, year = {{2012}}, } @inproceedings{7745, author = {{Garnefeld, I and Helm, S and Eggert, A and Tax, S}}, booktitle = {{2012 AMA Winter Marketing Educators' Proceedings}}, title = {{{Growing Existing Customers’ Profitability with Customer Referral Programs}}}, year = {{2012}}, } @article{5716, abstract = {{The tendency of managers to focus on short-term results rather than on sustained company success is of particular importance to retail marketing managers, because marketing activities involve expenditures which may only pay off in the longer term. To address the issue of myopic management, our study shows how the complexity of the service profit chain (SPC) can cause managers to make suboptimal decisions. Hence, our paper departs from past research by recognizing that understanding the temporal interplay between operational investments, employee satisfaction, customer satisfaction, and operating profit is essential to achieving sustained success. In particular, we intend to improve understanding of the functioning of the SPC with respect to time lags and feedback loops. Results of our large-scale longitudinal study set in a multi-outlet retail chain reveal time-lag effects between operational investments and employee satisfaction, as well as between customer satisfaction and performance. These findings, along with evidence of a negative interaction effect of employee satisfaction on the relationship between current performance and future investments, show the substantial risk of mismanaging the SPC. We identify specific situations in which the dynamic approach leads to superior marketing investment decisions, when compared to the conventional static view of the SCP. These insights provide valuable managerial guidance for effectively managing the SPC over time.}}, author = {{Evanschitzky, Heiner and Wangenheim, Florian v and Wünderlich, Nancy}}, journal = {{Journal of Retailing}}, keywords = {{Employee satisfaction, Customer satisfaction, Performance, Service profit chain, Feedback loops, Time lags, Myopic marketing management}}, number = {{3}}, pages = {{356--366}}, publisher = {{Elsevier}}, title = {{{Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.}}}, volume = {{88}}, year = {{2012}}, } @article{5717, abstract = {{Although professional service providers increasingly deliver their services globally, little is known about cross-cultural differences in customers’ motivation to participate in service production. To address this lacuna, we survey a total of 2,284 banking customers in 11 countries on their motivation to provide personal information to, and follow the advice of, their service providers. We find differences in both aspects, but only the differences in providing personal information can be explained by the cultural values of uncertainty avoidance, individualism/collectivism, and masculinity/femininity. To perform certain tasks in the service process, global professional service providers should acknowledge cultural differences in customers’ motivations.}}, author = {{Schumann, Jan H and Wünderlich, Nancy and Zimmer, Marcus S}}, journal = {{Schmalenbach Business Review}}, keywords = {{Co-Production, Culture, Customer Participation, Professional Services}}, number = {{2}}, pages = {{141--165}}, publisher = {{Springer}}, title = {{{Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.}}}, volume = {{64}}, year = {{2012}}, } @article{5718, abstract = {{The role of information and communication technology for economic growth has been emphasized repeatedly. Technological breakthroughs have generated new forms of services, such as self-services or remote services. Although these encounters are qualitatively different from traditional service provision, prior service management literature thus far had paid little attention to theory development and the systematization of technology-based service encounters. To fill this research gap, the present study outlines how new types of technology-based services fit into existing service typologies and provides an extension of existing frameworks to capture their unique characteristics. These insights in turn offer managerial implications and highlight open research questions.}}, author = {{Schumann, Jan H and Wünderlich, Nancy and Wangenheim, Florian}}, journal = {{Technovation}}, keywords = {{Services, Remote services, Self-services, Technology mediation}}, number = {{2}}, pages = {{133--143}}, publisher = {{Elsevier}}, title = {{{Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics.}}}, volume = {{32}}, year = {{2012}}, }