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How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study. In: Proceedings of the 2017 Frontiers in Service Conference. ; 2017.","apa":"Rötzmeier-Keuper, J., & Wünderlich, N. (2017). How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study. In Proceedings of the 2017 Frontiers in Service Conference. New York City, USA.","ieee":"J. Rötzmeier-Keuper and N. Wünderlich, “How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study.,” in Proceedings of the 2017 Frontiers in Service Conference, New York City, USA, 2017.","short":"J. Rötzmeier-Keuper, N. 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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.","lang":"eng"}],"has_accepted_license":"1","status":"public","date_created":"2017-10-17T12:41:14Z","file":[{"file_name":"115-JakobsKraemerVanStraatenLettmann2017.pdf","date_created":"2018-03-21T13:04:12Z","access_level":"closed","file_size":133531,"creator":"florida","file_id":"1564","date_updated":"2018-03-21T13:04:12Z","content_type":"application/pdf","relation":"main_file","success":1}],"author":[{"full_name":"Jakobs, Marie-Christine","first_name":"Marie-Christine","last_name":"Jakobs"},{"last_name":"Krämer","first_name":"Julia","full_name":"Krämer, Julia"},{"full_name":"van Straaten, Dirk","first_name":"Dirk","id":"10311","last_name":"van Straaten"},{"first_name":"Theodor","orcid":"0000-0001-5859-2457","full_name":"Lettmann, Theodor","last_name":"Lettmann","id":"315"}],"file_date_updated":"2018-03-21T13:04:12Z","publication":"The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION)","_id":"115","year":"2017","citation":{"mla":"Jakobs, Marie-Christine, et al. “Certification Matters for Service Markets.” The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION), edited by Thomas Prinz Marcelo De Barros, Janusz Klink,Tadeus Uhl, 2017, pp. 7–12.","bibtex":"@inproceedings{Jakobs_Krämer_van Straaten_Lettmann_2017, title={Certification Matters for Service Markets}, booktitle={The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION)}, author={Jakobs, Marie-Christine and Krämer, Julia and van Straaten, Dirk and Lettmann, Theodor}, editor={Marcelo De Barros, Janusz Klink,Tadeus Uhl, Thomas PrinzEditor}, year={2017}, pages={7–12} }","ama":"Jakobs M-C, Krämer J, van Straaten D, Lettmann T. 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Eggert, eds., Kundenwert, Springer Fachmedien Wiesbaden, Wiesbaden, 2017.","ieee":"S. Helm, B. Günter, and A. Eggert, Eds., Kundenwert. Wiesbaden: Springer Fachmedien Wiesbaden, 2017.","chicago":"Helm, Sabrina, Bernd Günter, and Andreas Eggert, eds. Kundenwert. Wiesbaden: Springer Fachmedien Wiesbaden, 2017. https://doi.org/10.1007/978-3-658-10920-2.","ama":"Helm S, Günter B, Eggert A, eds. Kundenwert. Wiesbaden: Springer Fachmedien Wiesbaden; 2017. doi:10.1007/978-3-658-10920-2","apa":"Helm, S., Günter, B., & Eggert, A. (Eds.). (2017). Kundenwert. Wiesbaden: Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-10920-2","mla":"Helm, Sabrina, et al., editors. Kundenwert. 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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."}],"article_type":"original","user_id":"37741","title":"Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts","language":[{"iso":"eng"}],"page":"181--188","citation":{"ama":"Wangenheim F v, Wünderlich NV, Schumann JH. Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research. 2017;(79):181--188.","apa":"Wangenheim, F. v, Wünderlich, N. V., & Schumann, J. H. (2017). Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research, (79), 181--188.","chicago":"Wangenheim, Florian v, Nancy V Wünderlich, and Jan H Schumann. “Renew or Cancel? 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Wiesbaden: Springer Fachmedien Wiesbaden; 2017:3-34. doi:10.1007/978-3-658-10920-2_1"},"page":"3-34","place":"Wiesbaden","user_id":"57352","title":"Kundenwert – eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen","author":[{"first_name":"Sabrina","full_name":"Helm, Sabrina","last_name":"Helm"},{"full_name":"Günter, Bernd","first_name":"Bernd","last_name":"Günter"},{"last_name":"Eggert","first_name":"Andreas","full_name":"Eggert, Andreas"}],"publisher":"Springer Fachmedien Wiesbaden","publication":"Kundenwert","department":[{"_id":"178"},{"_id":"180"}],"status":"public","date_created":"2018-10-26T09:58:46Z","publication_status":"published","publication_identifier":{"isbn":["9783658109196","9783658109202"]}},{"date_updated":"2022-01-06T07:01:30Z","_id":"4947","issue":"79","language":[{"iso":"eng"}],"page":"181--188","year":"2017","citation":{"ieee":"F. v Wangenheim, N. Wünderlich, and J. H. Schumann, “Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts,” Journal of Business Research, no. 79, pp. 181--188, 2017.","short":"F. v Wangenheim, N. Wünderlich, J.H. Schumann, Journal of Business Research (2017) 181--188.","mla":"Wangenheim, Florian v, et al. “Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.” Journal of Business Research, no. 79, Elsevier, 2017, pp. 181--188.","bibtex":"@article{Wangenheim_Wünderlich_Schumann_2017, title={Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts}, number={79}, journal={Journal of Business Research}, publisher={Elsevier}, author={Wangenheim, Florian v and Wünderlich, Nancy and Schumann, Jan H}, year={2017}, pages={181--188} }","chicago":"Wangenheim, Florian v, Nancy Wünderlich, and Jan H Schumann. “Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.” Journal of Business Research, no. 79 (2017): 181--188.","apa":"Wangenheim, F. v, Wünderlich, N., & Schumann, J. H. (2017). Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research, (79), 181--188.","ama":"Wangenheim F v, Wünderlich N, Schumann JH. Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research. 2017;(79):181--188."},"type":"journal_article","abstract":[{"lang":"eng","text":"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."}],"article_type":"original","user_id":"37741","title":"Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts","keyword":["IT-based service","Smart services","Contract renewal","Retention","Customer churn","Free trial"],"publication":"Journal of Business Research","department":[{"_id":"178"},{"_id":"181"}],"author":[{"first_name":"Florian v","full_name":"Wangenheim, Florian v","last_name":"Wangenheim"},{"full_name":"Wünderlich, Nancy","first_name":"Nancy","id":"36392","last_name":"Wünderlich"},{"last_name":"Schumann","full_name":"Schumann, Jan H","first_name":"Jan H"}],"publisher":"Elsevier","date_created":"2018-10-26T10:11:34Z","status":"public","publication_status":"published"},{"issue":"79","date_updated":"2022-01-06T07:01:30Z","_id":"4949","page":"238--246","year":"2017","citation":{"bibtex":"@article{Larivière_Bowen_Andreassen_Kunz_Sirianni_Voss_Wünderlich_De Keyser_2017, title={“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers}, number={79}, journal={Journal of Business Research}, publisher={Elsevier}, 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}, year={2017}, pages={238--246} }","mla":"Larivière, Bart, et al. “‘Service Encounter 2.0’: An Investigation into the Roles of Technology, Employees and Customers.” Journal of Business Research, no. 79, Elsevier, 2017, pp. 238--246.","apa":"Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., … De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, (79), 238--246.","ama":"Larivière B, Bowen D, Andreassen TW, et al. “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research. 2017;(79):238--246.","chicago":"Larivière, Bart, David Bowen, Tor W Andreassen, Werner Kunz, Nancy J Sirianni, Chris Voss, Nancy Wünderlich, and Arne De Keyser. “‘Service Encounter 2.0’: An Investigation into the Roles of Technology, Employees and Customers.” Journal of Business Research, no. 79 (2017): 238--246.","ieee":"B. Larivière et al., “‘Service Encounter 2.0’: An investigation into the roles of technology, employees and customers,” Journal of Business Research, no. 79, pp. 238--246, 2017.","short":"B. Larivière, D. Bowen, T.W. Andreassen, W. Kunz, N.J. Sirianni, C. Voss, N. Wünderlich, A. De Keyser, Journal of Business Research (2017) 238--246."},"type":"journal_article","language":[{"iso":"eng"}],"title":"“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers","user_id":"37741","abstract":[{"text":"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.","lang":"eng"}],"article_type":"original","publication_status":"published","date_created":"2018-10-26T10:15:22Z","status":"public","keyword":["Service encounter","Technology roles","Employee roles","Customer roles","Employee experience","Customer experience"],"department":[{"_id":"178"},{"_id":"181"}],"publication":"Journal of Business Research","publisher":"Elsevier","author":[{"full_name":"Larivière, Bart","first_name":"Bart","last_name":"Larivière"},{"full_name":"Bowen, David","first_name":"David","last_name":"Bowen"},{"last_name":"Andreassen","first_name":"Tor W","full_name":"Andreassen, Tor W"},{"first_name":"Werner","full_name":"Kunz, Werner","last_name":"Kunz"},{"last_name":"Sirianni","first_name":"Nancy J","full_name":"Sirianni, Nancy J"},{"last_name":"Voss","full_name":"Voss, Chris","first_name":"Chris"},{"full_name":"Wünderlich, Nancy","first_name":"Nancy","id":"36392","last_name":"Wünderlich"},{"full_name":"De Keyser, Arne","first_name":"Arne","last_name":"De Keyser"}]},{"title":"A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents","user_id":"37741","publication_status":"published","status":"public","date_created":"2018-10-26T10:32:20Z","author":[{"id":"36392","last_name":"Wünderlich","full_name":"Wünderlich, Nancy","first_name":"Nancy"},{"full_name":"Paluch, Stefanie ","first_name":"Stefanie ","last_name":"Paluch"}],"department":[{"_id":"178"},{"_id":"181"}],"publication":"Proceedings of the 38th International Conference on Information Systems (ICIS 2017)","_id":"4955","date_updated":"2022-01-06T07:01:30Z","conference":{"name":"38th International Conference on Information Systems (ICIS 2017)","location":"Seoul, Korea"},"citation":{"ieee":"N. Wünderlich and S. Paluch, “A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents,” in Proceedings of the 38th International Conference on Information Systems (ICIS 2017), Seoul, Korea, 2017.","short":"N. Wünderlich, S. Paluch, in: Proceedings of the 38th International Conference on Information Systems (ICIS 2017), 2017.","mla":"Wünderlich, Nancy, and Stefanie Paluch. “A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents.” Proceedings of the 38th International Conference on Information Systems (ICIS 2017), 2017.","bibtex":"@inproceedings{Wünderlich_Paluch_2017, title={A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents}, booktitle={Proceedings of the 38th International Conference on Information Systems (ICIS 2017)}, author={Wünderlich, Nancy and Paluch, Stefanie }, year={2017} }","chicago":"Wünderlich, Nancy, and Stefanie Paluch. “A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents.” In Proceedings of the 38th International Conference on Information Systems (ICIS 2017), 2017.","apa":"Wünderlich, N., & Paluch, S. (2017). A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents. In Proceedings of the 38th International Conference on Information Systems (ICIS 2017). Seoul, Korea.","ama":"Wünderlich N, Paluch S. A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents. In: Proceedings of the 38th International Conference on Information Systems (ICIS 2017). ; 2017."},"year":"2017","type":"conference","language":[{"iso":"eng"}]},{"department":[{"_id":"178"},{"_id":"181"}],"publication":"Proceedings of the 2017 Frontiers in Service Conference","author":[{"last_name":"Teßmer","first_name":"Isabel","full_name":"Teßmer, Isabel"},{"last_name":"Olsson","full_name":"Olsson, Marcus","first_name":"Marcus"},{"first_name":"Anders","full_name":"Gustafsson, Anders","last_name":"Gustafsson"},{"first_name":"Nancy","full_name":"Wünderlich, Nancy","last_name":"Wünderlich","id":"36392"}],"publication_status":"published","date_created":"2018-10-26T10:35:18Z","status":"public","title":"How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances","user_id":"37741","citation":{"short":"I. Teßmer, M. Olsson, A. Gustafsson, N. Wünderlich, in: Proceedings of the 2017 Frontiers in Service Conference, 2017.","ieee":"I. Teßmer, M. Olsson, A. 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