@article{41340, author = {{Garnefeld, Ina and Böhm, Eva and Klimke, Lena and Oestreich, Andrea}}, issn = {{0092-0703}}, journal = {{Journal of the Academy of Marketing Science}}, keywords = {{Marketing, Economics and Econometrics, Business and International Management}}, number = {{6}}, pages = {{1133--1147}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{I thought it was over, but now it is back: customer reactions to ex post time extensions of sales promotions}}}, doi = {{10.1007/s11747-018-0600-y}}, volume = {{46}}, year = {{2018}}, } @inbook{4946, author = {{Eisele, Simon and Schneider, Martin}}, booktitle = {{Handbuch Gestaltung digitaler und vernetzter Arbeitswelten}}, editor = {{Engels, Gregor and Maier, Gunter and Steffen, Eckhard}}, isbn = {{3662528983}}, pages = {{1--20}}, title = {{{ Personalwirtschaft}}}, year = {{2018}}, } @inbook{4928, author = {{Schneider, Martin}}, booktitle = {{The Impact of Digitalization in the Workplace}}, editor = {{Harteis, Christian}}, pages = {{39----52}}, title = {{{Digitalization of Production, Human Capital, and Organizational Capital}}}, doi = {{https://doi.org/10.1007/978-3-319-63257-5_4}}, year = {{2018}}, } @article{45731, author = {{Steinhoff, Lena and Witte, C. and Eggert, A.}}, journal = {{Journal of Service Management Research}}, number = {{2}}, pages = {{22--35}}, title = {{{Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement}}}, doi = {{http://dx.doi.org/10.15358/2511-8676-2018-2-22}}, volume = {{2}}, year = {{2018}}, } @inproceedings{45745, author = {{Steinhoff, Lena and Zondag, M.}}, booktitle = {{2018 Winter AMA Conference Proceedings, New Orleans}}, location = {{New Orleans}}, title = {{{Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey}}}, year = {{2018}}, } @inproceedings{45744, author = {{Eggert, A. and Steinhoff, Lena and Witte, C.}}, booktitle = {{2018 Winter AMA Conference Proceedings, New Orleans}}, location = {{New Orleans}}, title = {{{Are Gift Purchases an Effective Driver of Customer Loyalty?}}}, year = {{2018}}, } @article{24378, author = {{Krebs, Benjamin and Wehner, Marius and Kabst, Rüdiger}}, journal = {{Personalmagazin}}, pages = {{20--23}}, title = {{{Wer hat hier das Sagen?}}}, volume = {{2}}, year = {{2017}}, } @article{24379, author = {{Krebs, Benjamin and Wehner, Marius and Kabst, Rüdiger}}, journal = {{Personalmagazin}}, pages = {{24--25}}, title = {{{Nordeuropa hat´s nicht nötig}}}, volume = {{2}}, year = {{2017}}, } @article{24380, author = {{Rauterberg, Hannah and Krebs, Benjamin}}, journal = {{Personalführung}}, pages = {{28--33}}, title = {{{Cranet Survey 2015/2016 - Stand der HR-Digitalisierung.}}}, volume = {{5}}, year = {{2017}}, } @article{3307, author = {{Frick, Bernd and Kaimann, Daniel}}, journal = {{Applied Economics Letters}}, number = {{17}}, pages = {{1237--1240}}, publisher = {{Taylor & Francis}}, title = {{{The impact of customer reviews and advertisement efforts on the performance of experience goods in electronic markets}}}, doi = {{10.1080/13504851.2016.1270399}}, volume = {{24}}, year = {{2017}}, } @inproceedings{3537, author = {{Rötzmeier-Keuper, Julia and Wünderlich, Nancy}}, booktitle = {{Proceedings of the 2017 Frontiers in Service Conference}}, location = {{New York City, USA}}, title = {{{How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study.}}}, year = {{2017}}, } @inproceedings{115, abstract = {{Whenever customers have to decide between different instances of the same product, they are interested in buying the best product. In contrast, companies are interested in reducing the construction effort (and usually as a consequence thereof, the quality) to gain profit. The described setting is widely known as opposed preferences in quality of the product and also applies to the context of service-oriented computing. In general, service-oriented computing emphasizes the construction of large software systems out of existing services, where services are small and self-contained pieces of software that adhere to a specified interface. Several implementations of the same interface are considered as several instances of the same service. Thereby, customers are interested in buying the best service implementation for their service composition wrt. to metrics, such as costs, energy, memory consumption, or execution time. One way to ensure the service quality is to employ certificates, which can come in different kinds: Technical certificates proving correctness can be automatically constructed by the service provider and again be automatically checked by the user. Digital certificates allow proof of the integrity of a product. Other certificates might be rolled out if service providers follow a good software construction principle, which is checked in annual audits. Whereas all of these certificates are handled differently in service markets, what they have in common is that they influence the buying decisions of customers. In this paper, we review state-of-the-art developments in certification with respect to service-oriented computing. We not only discuss how certificates are constructed and handled in service-oriented computing but also review the effects of certificates on the market from an economic perspective.}}, author = {{Jakobs, Marie-Christine and Krämer, Julia and van Straaten, Dirk and Lettmann, Theodor}}, booktitle = {{The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION)}}, editor = {{Marcelo De Barros, Janusz Klink,Tadeus Uhl, Thomas Prinz}}, pages = {{7--12}}, title = {{{Certification Matters for Service Markets}}}, year = {{2017}}, } @inbook{21130, author = {{Thommes, Kirsten}}, booktitle = {{Controlling für kleine und mittlere Unternehmen}}, editor = {{Müller, David}}, isbn = {{9783110517163}}, pages = {{367--392}}, publisher = {{De Gruyter}}, title = {{{Managementpraktiken in KMU}}}, doi = {{10.1515/9783110517163-015}}, year = {{2017}}, } @inproceedings{20493, author = {{Krebs, Benjamin Philipp}}, location = {{Atlanta, USA}}, title = {{{Talent management and workforce performance: The too-much-potential-talent-effect. }}}, year = {{2017}}, } @phdthesis{4674, author = {{Rose, Anica}}, publisher = {{Universität Paderborn}}, title = {{{The Performance of Individuals, Teams, and Organizations: Empirical Evidence from the Field}}}, year = {{2017}}, } @article{4836, author = {{Terho, Harri and Eggert, Andreas and Ulaga, Wolfgang and Haas, Alexander and Boehm, Eva}}, journal = {{Industrial Marketing Management}}, pages = {{42----55}}, title = {{{Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action}}}, year = {{2017}}, } @article{4837, author = {{Payne, Adrian and Frow, Pennie and Eggert, Andreas}}, journal = {{Journal of the Academy of Marketing Science}}, number = {{4}}, pages = {{467----489}}, title = {{{The customer value proposition: evolution, development, and application in marketing}}}, year = {{2017}}, } @article{4838, author = {{Eggert, Andreas and Boehm, Eva and Cramer, Christina}}, journal = {{Journal of Service Management}}, number = {{3}}, pages = {{476----498}}, title = {{{Business service outsourcing in manufacturing firms: an event study}}}, year = {{2017}}, } @article{4840, author = {{Boehm, Eva and Eggert, Andreas and Thiesbrummel, Christoph}}, journal = {{Industrial Marketing Management}}, pages = {{101----111}}, title = {{{Service transition: A viable option for manufacturing companies with deteriorating financial performance?}}}, year = {{2017}}, } @book{4908, editor = {{Helm, Sabrina and Günter, Bernd and Eggert, Andreas}}, isbn = {{9783658109196}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Kundenwert}}}, doi = {{10.1007/978-3-658-10920-2}}, year = {{2017}}, } @article{4933, abstract = {{Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract.}}, author = {{Wangenheim, Florian v and Wünderlich, Nancy V and Schumann, Jan H}}, journal = {{Journal of Business Research}}, number = {{79}}, pages = {{181----188}}, publisher = {{Elsevier}}, title = {{{Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts}}}, year = {{2017}}, } @inbook{4941, author = {{Eggert, Andreas}}, booktitle = {{Kundenwert}}, isbn = {{9783658109196}}, pages = {{37--51}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Die zwei Perspektiven des Kundenwerts: Darstellung und Versuch einer Integration}}}, doi = {{10.1007/978-3-658-10920-2_2}}, year = {{2017}}, } @inbook{4942, author = {{Helm, Sabrina and Günter, Bernd and Eggert, Andreas}}, booktitle = {{Kundenwert}}, isbn = {{9783658109196}}, pages = {{3--34}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Kundenwert – eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen}}}, doi = {{10.1007/978-3-658-10920-2_1}}, year = {{2017}}, } @article{4947, abstract = {{Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract.}}, author = {{Wangenheim, Florian v and Wünderlich, Nancy and Schumann, Jan H}}, journal = {{Journal of Business Research}}, keywords = {{IT-based service, Smart services, Contract renewal, Retention, Customer churn, Free trial}}, number = {{79}}, pages = {{181----188}}, publisher = {{Elsevier}}, title = {{{Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts}}}, year = {{2017}}, } @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}}, } @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}}, } @inproceedings{46680, author = {{Cramer, C. and Böhm, Eva and Eggert, A.}}, booktitle = {{2017 AMA Winter Academic Conference, Orlando, FL}}, location = {{Orlando, FL}}, title = {{{Service Awards: Do They Help or Harm in Case of a Service Failure?}}}, year = {{2017}}, } @article{46638, author = {{Terho, Harri and Eggert, Andreas and Ulaga, Wolfgang and Haas, Alexander and Böhm, Eva}}, issn = {{0019-8501}}, journal = {{Industrial Marketing Management}}, keywords = {{Marketing}}, pages = {{42--55}}, publisher = {{Elsevier BV}}, title = {{{Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action}}}, doi = {{10.1016/j.indmarman.2017.06.015}}, volume = {{66}}, year = {{2017}}, } @article{46639, abstract = {{ Purpose Many manufacturing firms entrust partners to provide services on their behalf. However, it is not clear whether and when firms can capture the potential value advantages of outsourcing business services. The purpose of this paper is to investigate the effects of different types of business service outsourcing on firm value. Design/methodology/approach The paper uses event study methodology to estimate the impact of business service outsourcing announcements on abnormal returns of publicly traded manufacturing companies in Europe. Findings External service outsourcing that directly affects the company’s customers leads to more favorable outcomes than internal service outsourcing. This effect is contingent on the strategic outsourcing intention, the service’s reliance on technology, and the choice of the outsourcing partner. Research limitations/implications Findings show that firm value depends critically on the service value it delivers to customers. Future research could explore further contingency variables, and investigate the role of service outsourcing networks and relationships. Practical implications The insights of this study help managers to decide why, how, and to whom they should outsource their business services, as well as how to justify their outsourcing decisions, and how to communicate them toward the financial markets. Originality/value This research sheds light on the value implications of outsourcing decisions. Two types of business service outsourcing are distinguished, namely, internal and external. Furthermore, the study enhances our understanding of a contingency perspective on service outsourcing decisions. }}, author = {{Eggert, Andreas and Böhm, Eva and Cramer, Christina}}, issn = {{1757-5818}}, journal = {{Journal of Service Management}}, keywords = {{Strategy and Management, Tourism, Leisure and Hospitality Management, Business, Management and Accounting (miscellaneous)}}, number = {{3}}, pages = {{476--498}}, publisher = {{Emerald}}, title = {{{Business service outsourcing in manufacturing firms: an event study}}}, doi = {{10.1108/josm-11-2016-0306}}, volume = {{28}}, 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}}, } @article{4953, 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}}, } @inproceedings{45746, author = {{Eggert, A. and Steinhoff, Lena and Witte, C.}}, booktitle = {{2017 Winter AMA Conference Proceedings, Orlando}}, location = {{Orlando}}, title = {{{The Loyalty Effect of Gift Purchases}}}, year = {{2017}}, } @misc{3308, author = {{Breuer, Robin }}, publisher = {{Universität Paderborn}}, title = {{{Monitoring in Franchise-Netzwerken: Eine ökonomische Analyse}}}, year = {{2016}}, }