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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. 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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. 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In diesem Überblicksartikel erfolgt daher eine erste Auseinandersetzung mit betriebswirtschaftlich relevanten Aspekten ferngesteuerter Dienstleistungen. Ausgehend von einer begrifflichen Abgrenzung und Konzeptualisierung dieses neuen Dienstleistungstypus im Abgleich mit bestehenden Systematisierungsansätzen werden die spezifischen Herausforderungen des Management und Marketing von ferngesteuerten Dienstleistungen reflektiert und sowie künftige Forschungsaufgaben abgeleitet."}],"article_type":"original","extern":"1","date_created":"2018-11-16T09:46:58Z","status":"public","volume":81,"publication":"Zeitschrift für Betriebswirtschaft","keyword":["Technologieintensive Dienstleistungen","remote services","Dienstleistungstechnologien"],"publisher":"Springer","author":[{"full_name":"Wünderlich, Nancy","first_name":"Nancy","id":"36392","last_name":"Wünderlich"},{"last_name":"Schumann","full_name":"Schumann, Jan H","first_name":"Jan H"},{"last_name":"Wangenheim","first_name":"Florian v","full_name":"Wangenheim, Florian v"},{"last_name":"Holzmüller","first_name":"Hartmut H","full_name":"Holzmüller, Hartmut H"}],"date_updated":"2022-01-06T07:02:37Z","language":[{"iso":"ger"}],"title":"Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben.","publication_status":"published","department":[{"_id":"181"}]},{"_id":"6104","date_updated":"2022-01-06T07:02:53Z","series_title":"Personalquartely","page":"22-24","type":"misc","year":"2011","citation":{"ieee":"M. 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