@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}},
}