@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}},
}

@article{4847,
  author       = {{Eggert, Andreas and Steinhoff, Lena and Garnefeld, Ina}},
  journal      = {{Journal of Service Research}},
  number       = {{2}},
  pages        = {{210----228}},
  title        = {{{Managing the bright and dark sides of status endowment in hierarchical loyalty programs}}},
  volume       = {{18}},
  year         = {{2015}},
}

@article{4848,
  author       = {{Terho, Harri and Eggert, Andreas and Haas, Alexander and Ulaga, Wolfgang}},
  journal      = {{Industrial Marketing Management}},
  pages        = {{12----21}},
  title        = {{{How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling}}},
  year         = {{2015}},
}

@article{4849,
  author       = {{Eggert, Andreas and Thiesbrummel, Christoph and Deutscher, Christian}},
  journal      = {{Industrial Marketing Management}},
  pages        = {{173----183}},
  title        = {{{Heading for new shores: Do service and hybrid innovations outperform product innovations in industrial companies?}}},
  year         = {{2015}},
}

@article{4871,
  author       = {{Djawadi, Behnud Mir and Fahr, René}},
  journal      = {{Journal of Economic Psychology}},
  pages        = {{48--59}},
  title        = {{{"...and they are really lying: Clean Evidence on the Pervasiveness of Cheating in Professional Contexts from a Field Experiment"}}},
  volume       = {{48}},
  year         = {{2015}},
}

@inbook{4943,
  author       = {{Eggert, Andreas and Haas, Alexander and Ulaga, Wolfgang and Terho, Harri}},
  booktitle    = {{Handbuch Business-to-Business-Marketing}},
  isbn         = {{9783834946805}},
  pages        = {{483--495}},
  publisher    = {{Springer Fachmedien Wiesbaden}},
  title        = {{{Wertbasiertes Verkaufen auf Industriegütermärkten}}},
  doi          = {{10.1007/978-3-8349-4681-2_23}},
  year         = {{2015}},
}

@article{4968,
  author       = {{Grund, Christian and Harbring, Christine and Thommes, Kirsten}},
  journal      = {{Economics Letters}},
  pages        = {{41----44}},
  title        = {{{Public good provision in blended groups of partners and strangers}}},
  year         = {{2015}},
}

@article{4969,
  author       = {{Thommes, Kirsten and Vyrastekova, Jana and Akkerman, Agnes}},
  journal      = {{Journal of Behavioral and Experimental Economics}},
  pages        = {{78----87}},
  title        = {{{Behavioral spillovers from freeriding in multilevel interactions}}},
  year         = {{2015}},
}

@inbook{5106,
  author       = {{Fahr, Rene and Foit, Dörte}},
  booktitle    = {{BWL im Mittelstand - Grundlagen-Besonderheiten-Entwicklungen"}},
  editor       = {{Becker, W. and Ulrich, P.}},
  pages        = {{Chapter 4.6.1}},
  publisher    = {{W. Kohlhammer-Verlag}},
  title        = {{{Kleine Unternehmen - kleine Verantwortung? Theorie und Praxis unternehmerischer Verantwortung im Mittelstand}}},
  year         = {{2015}},
}

@article{5153,
  author       = {{Thommes, Kirsten and Oertel, Simon}},
  journal      = {{Scandinavian Management Journal}},
  pages        = {{549--560}},
  title        = {{{History as a Source of Competitive Advantages}}},
  volume       = {{31}},
  year         = {{2015}},
}

@article{5445,
  author       = {{Wehner, M C and Schwens, C and Kabst, Rüdiger}},
  journal      = {{Journal of Business Economics.}},
  title        = {{{Individual-Level Experience and Organizational-Level Absorptive Capacity: The Special Case of International New Ventures.}}},
  year         = {{2015}},
}

@article{5449,
  author       = {{Hütt, P and Baum, M and Schwens, C and Kabst, Rüdiger}},
  journal      = {{International Business Review.}},
  title        = {{{Foreign Direct Investment Location Choice of Small- and Medium-Sized Enterprises: The Risk of Value Erosion of Firm-Specific Resources.}}},
  year         = {{2015}},
}

@article{5451,
  author       = {{Wolf, S and Weißenberger, B E and Wehner, M C and Kabst, Rüdiger}},
  journal      = {{Journal of Accounting & Organizational Change.}},
  title        = {{{Controllers as Business Partners in Managerial Decision-Making: Attitude, Subjective Norm, and Internal Improvements.}}},
  year         = {{2015}},
}

@article{5452,
  author       = {{Isidor, R and Schwens, C and Kabst, Rüdiger}},
  journal      = {{International Journal of Human Resources Development and Management. }},
  title        = {{{ Interim Management Utilization, Firm Flexibility and its Impact on Firm Performance.}}},
  year         = {{2015}},
}

@article{5454,
  author       = {{Baum, M and Schäfer, M and Kabst, Rüdiger}},
  journal      = {{Human Resource Management. }},
  title        = {{{Modeling the Impact of Advertisement-Image Congruity on Applicant Attraction.}}},
  year         = {{2015}},
}

@article{5455,
  author       = {{Baum, M and Kabst, Rüdiger}},
  journal      = {{Human Resource Management (HRM).}},
  title        = {{{ The effectiveness of recruitment advertisement and recruitment websites: Indirect and interactive effects on applicant attraction.}}},
  year         = {{2015}},
}

@article{5456,
  author       = {{Wehner, M C and Giardini, A and Kabst, Rüdiger}},
  journal      = {{Human Resource Management. }},
  title        = {{{Recruitment Process Outsourcing and Applicant Reactions: When Does Image Make a Difference? }}},
  year         = {{2015}},
}

@article{5457,
  author       = {{Li, C and Parboteeah, P}},
  journal      = {{Journal of World Business}},
  number       = {{3}},
  pages        = {{465--476}},
  title        = {{{The effect of culture on the responsiveness of firms to mimetic forces: Imitative foreign joint venture entries into China, 1985–2003.}}},
  volume       = {{50}},
  year         = {{2015}},
}