@inproceedings{46682, author = {{Cramer, C. and Böhm, Eva and Eggert, A.}}, booktitle = {{45rd EMAC Annual Conference, Oslo}}, location = {{Oslo}}, title = {{{The service award paradox}}}, year = {{2016}}, } @article{46663, author = {{Böhm, Eva and Backhaus, C. and Eggert, A. and Cummins, T.}}, journal = {{Journal of Strategic Contracting and Negotiation, (ausgezeichnet mit Best Paper Award)}}, number = {{1-2}}, pages = {{128--149}}, title = {{{Understanding outcome-based contracts: Benefits and risks from the buyers’ and sellers’ perspective}}}, volume = {{3}}, year = {{2016}}, } @inbook{46664, author = {{Garnefeld, I. and Böhm, Eva and Feider, L.}}, booktitle = {{Kundenwert: Grundlagen – Innovative Konzepte – Praktische Umsetzungen}}, editor = {{Günther, B. and Helm, S. and Eggert, A.}}, title = {{{Retourenmanagement zur Steigerung des Kundenwerts}}}, year = {{2016}}, } @article{46640, author = {{Böhm, Eva and Eggert, Andreas and Thiesbrummel, Christoph}}, issn = {{0019-8501}}, journal = {{Industrial Marketing Management}}, keywords = {{Marketing}}, number = {{1}}, pages = {{101--111}}, publisher = {{Elsevier BV}}, title = {{{Service transition: A viable option for manufacturing companies with deteriorating financial performance?}}}, doi = {{10.1016/j.indmarman.2016.04.007}}, volume = {{60}}, year = {{2016}}, } @inproceedings{45747, author = {{Witte, Carina and Steinhoff, Lena and Eggert, Andreas}}, booktitle = {{Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo}}, location = {{Oslo}}, title = {{{The Power of Gift Purchases in Strengthening Customer-Company Relationships}}}, year = {{2016}}, } @techreport{63915, author = {{Bartuli, Jenny and Mir Djawadi, Behnud and René, Fahr}}, title = {{{Business Ethics in Organizations: An Experimental Examination of Whistleblowing and Personality}}}, volume = {{No. 10190}}, year = {{2016}}, } @article{63914, author = {{Mir Djawadi, Behnud and Fahr, René and Turk, Florian}}, issn = {{1556-5068}}, journal = {{SSRN Electronic Journal}}, publisher = {{Elsevier BV}}, title = {{{Tailored Financial Incentives to Fight Medical Non-Persistence in Therapeutic Treatment: A Behavioral Economic Engineering Approach}}}, doi = {{10.2139/ssrn.2713058}}, year = {{2016}}, } @misc{3309, author = {{Fanasch, Patrizia}}, publisher = {{Universität Paderborn}}, title = {{{Erfolg durch Persönlichkeit? Der Einfluss der Markenpersönlichkeit auf den Zusammenhang von Reputation und Unternehmenserfolg}}}, year = {{2015}}, } @misc{3310, author = {{Walczok, Gregor Paul}}, publisher = {{Universität Paderborn}}, title = {{{Die Veränderung des Mobilfunkmarktes durch die Discountanbieter}}}, year = {{2015}}, } @article{288, abstract = {{Experience goods are characterised by information asymmetry and a lack of ex ante knowledge of product quality, such that reliable external signals of quality are likely to be highly valued. Two potentially credible sources of such information are reviews from professional critics and ‘word of mouth’ from other consumers. This paper makes a direct comparison between the relative influences and interactions of reviews from both of these sources on the sales performance of video game software. In order to empirically estimate and separate the effects of the two signals, we analyze a sample of 1480 video games and their sales figures between 2004 and 2010. We find evidence to suggest that even after taking steps to control for endogeneity, reviews from professional critics have a significantly positive influence on sales which outweighs that from consumer reviews. We also find evidence to suggest that reviews from professional critics also interact significantly with other signals of product quality. Consequently, we contend that professional critics adopt the role of an influencer, whereas word-of-mouth opinion acts more as a predictor of sales in the market for video games.}}, author = {{Cox, Joe and Kaimann, Daniel}}, journal = {{Journal of Consumer Behaviour}}, number = {{6}}, pages = {{366--377}}, publisher = {{Wiley Online Library}}, title = {{{How do reviews from professional critics interact with other signals of product quality? Evidence from the video game industry}}}, doi = {{10.1002/cb.1553}}, volume = {{14}}, year = {{2015}}, } @techreport{21131, abstract = {{The intention of "doing good for society" is regarded to be a crucial motivator for employees in the public sector in order for them to perform well. Recent research in the public sector literature calls for a deeper understanding of how this specific public service motivation (PSM) is shaped. In our paper, we analyze how different degrees of inclusion in the public sector impact PSM. We also investigate how prospects of employment relations (fixed-term versus permanent contracts), temporal differences (part-time versus full-time employment), and actual jobs (core versus subsidiary jobs) moderate PSM in public service. Our findings show that aspects of PSM are affected by these employment characteristics in various ways, suggesting that the factors influencing PSM are multifaceted and that actual employment conditions have to be taken into consideration when assessing PSM. }}, author = {{Grund, Christian and Thommes, Kirsten}}, pages = {{42}}, title = {{{Disentangling the Role of Contract Types and Sector Disparities for Public Service Motivation}}}, year = {{2015}}, } @techreport{21132, abstract = {{In organizations, some team members are assigned to a team for a predefined short period of time, e.g., as they have a temporary contract, while others are permanent members of the same team. In a laboratory experiment we analyze the cooperation levels resulting from diverse teams, where some team members remain with a team and others are switching teams. Our results reveal that teams consisting partly of members with temporary membership display a lower productivity compared to teams of permanent team members only. First, temporary team members cooperate less than permanent team members. Second, individual effort decisions increase with the number of team mates who are of the same type. This second effect holds for both temps and permanents. We argue that social identity is affected by team composition and the individuals' role in a team.}}, author = {{Grund, Christian and Harbring, Christine and Thommes, Kirsten}}, pages = {{32}}, title = {{{Cooperation in Diverse Teams: The Role of Temporary Group Membership}}}, year = {{2015}}, } @article{228, abstract = {{We investigate the pervasiveness of lying in professional contexts such as insurance fraud, tax evasion and untrue job applications. We argue that lying in professional contexts share three characterizing features: (1) the gain from the dishonest behavior is uncertain, (2) the harm that lying may cause to the other party is only indirect and (3) lies are more indirect lies by action or written statements. Conducted as a field experiment with a heterogenous group of participants during a University ‘‘Open House Day’’, our ‘‘gumball-machineexperiment’’ provides field evidence on how preferences for lying are shaped in situations typically found in professional contexts which we consider to be particularly prone to lying behavior compared to other contexts. As a key innovation, our experimental design allows measuring exact levels of cheating behavior under anonymous conditions. We find clean evidence that cheating is prevalent across all sub groups and that more than 32% of the population cheats for their own gain. However, an analysis of the cheating rates with respect to highest educational degree and professional status reveals that students cheat more than non-students. This finding warrants a careful interpretation of generalizing laboratory findings with student subjects about the prevalence of cheating in the population.}}, author = {{Fahr, Rene and Mir Djawadi, Behnud}}, journal = {{Journal of Economic Psychology}}, pages = {{48--59}}, publisher = {{Elsevier}}, title = {{{“…and they are really lying”: Clean Evidence on the Pervasiveness of Cheating in Professional Contexts from a Field Experiment.}}}, doi = {{10.1016/j.joep.2015.03.002}}, year = {{2015}}, } @inproceedings{7722, author = {{Eggert, A and Steinhoff, L and Witte, C}}, booktitle = {{2015 AMA Summer Marketing Educators' Conference Proceedings}}, title = {{{ You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty}}}, year = {{2015}}, } @inproceedings{7723, author = {{Cramer, C and Böhm, E and Eggert, A}}, booktitle = {{Proceedings of the 44th European Marketing Academy (EMAC) Conference}}, title = {{{Stock Market Reactions to Business Service Outsourcing in Manufacturing Firms}}}, year = {{2015}}, } @inproceedings{7724, author = {{Feider, L and Garnefeld, I and Böhm, E}}, booktitle = {{Proceedings of the 44th European Marketing Academy (EMAC) Conference}}, title = {{{Threatening customers not to return – An effective strategy for online retailers?}}}, year = {{2015}}, } @article{5701, abstract = {{Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.}}, author = {{Wünderlich, Nancy and Heinonen, Kristina and Ostrom, Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}}, journal = {{Journal of Services Marketing}}, keywords = {{Connected services, Intelligent object, New service type, Smart services}}, number = {{6/7}}, pages = {{442--447}}, publisher = {{Emerald Group Publishing Limited}}, title = {{{Futurizing” Smart Service: Implications for Service Researchers and Managers.}}}, volume = {{29}}, year = {{2015}}, } @article{5703, abstract = {{Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach – This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings – This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value – The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.}}, author = {{Gustafsson, Anders and Aksoy, Lerzan and Brady, Michael K and McColl-Kennedy, Janet R and Sirianni, Nancy J and Witell, Lars and Wünderlich, Nancy}}, journal = {{Journal of Services Marketing}}, keywords = {{Relevance, Service technology, Service innovation, Customer experience, Rigor, Service outcomes}}, number = {{6/7}}, pages = {{425--429}}, publisher = {{Emerald Group Publishing Limited}}, title = {{{Conducting Service Research that Matters.}}}, volume = {{29}}, year = {{2015}}, } @article{5704, abstract = {{Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21st century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects customer–firm relationships. Drawing from the service-dominant logic and its central concept of value-in-context, we discuss customers’ value creation in self-service and personal service channels and examine the long-term impact of these channels on customer retention. Using longitudinal customer data, we investigate how the ratio of self-service versus personal service use influences customer defection over time. Our findings suggest that the ratio of self-service to personal service used affects customer defection in a U-shaped manner, with intermediate levels of both self-service and personal service use being associated with the lowest likelihood of defection. We also find that this effect mitigates over time. We conclude that firms should not shift customers toward self-service channels completely, especially not at the beginning of a relationship. Our study underlines the importance of understanding when and how self-service technologies create valuable customer experiences and stresses the notion of actively managing customers’ cocreation of value. }}, author = {{Scherer, Anne and Wünderlich, Nancy and Von Wangenheim, Florian}}, issn = {{0276-7783.}}, journal = {{MIS Quarterly}}, keywords = {{customer defection, customer retention, e-service, longitudinal, Self-service, value-in-context}}, number = {{1}}, pages = {{177--200}}, publisher = {{MIS RC}}, title = {{{The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.}}}, volume = {{39}}, year = {{2015}}, } @article{5705, abstract = {{Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is to identify missing links in the literature and to craft a future research agenda to advance LP research and practice. Our discussion focuses on three key areas: (1) LP designs, (2) Assessment of LP performance, and (3) Emerging trends and the impact of new technologies. We highlight several gaps in the literature and outline research opportunities in each area.}}, author = {{Breugelmans, Els and Bijmolt, Tammo H A and Zhang, Jie and Basso, Leonardo J and Dorotic, Matilda and Kopalle, Praveen and Minnema, Alec and Mijnlieff, Willem Jan and Wünderlich, Nancy}}, journal = {{Marketing Letters}}, keywords = {{Loyalty programs, Loyalty program design, Loyalty program performance assessment, Emerging trends, Partnership loyalty programs, Customer relationship management}}, number = {{2}}, pages = {{127--139}}, publisher = {{Springer}}, title = {{{Advancing Research on Loyalty Programs: A Future Research Agenda.}}}, volume = {{26}}, year = {{2015}}, }