[{"title":"Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse","doi":"10.1007/978-3-658-06357-3","publisher":"Springer Gabler","date_updated":"2024-01-15T15:06:13Z","author":[{"id":"4336","full_name":"Steinhoff, Lena","last_name":"Steinhoff","first_name":"Lena"}],"date_created":"2023-06-22T16:25:48Z","year":"2014","place":"Wiesbaden","citation":{"ama":"Steinhoff L. <i>Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse</i>. Springer Gabler; 2014. doi:<a href=\"https://doi.org/10.1007/978-3-658-06357-3\">10.1007/978-3-658-06357-3</a>","chicago":"Steinhoff, Lena. <i>Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse</i>. Wiesbaden: Springer Gabler, 2014. <a href=\"https://doi.org/10.1007/978-3-658-06357-3\">https://doi.org/10.1007/978-3-658-06357-3</a>.","ieee":"L. Steinhoff, <i>Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse</i>. Wiesbaden: Springer Gabler, 2014.","apa":"Steinhoff, L. (2014). <i>Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse</i>. Springer Gabler. <a href=\"https://doi.org/10.1007/978-3-658-06357-3\">https://doi.org/10.1007/978-3-658-06357-3</a>","short":"L. Steinhoff, Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse, Springer Gabler, Wiesbaden, 2014.","mla":"Steinhoff, Lena. <i>Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse</i>. Springer Gabler, 2014, doi:<a href=\"https://doi.org/10.1007/978-3-658-06357-3\">10.1007/978-3-658-06357-3</a>.","bibtex":"@book{Steinhoff_2014, place={Wiesbaden}, title={Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse}, DOI={<a href=\"https://doi.org/10.1007/978-3-658-06357-3\">10.1007/978-3-658-06357-3</a>}, publisher={Springer Gabler}, author={Steinhoff, Lena}, year={2014} }"},"publication_status":"published","language":[{"iso":"ger"}],"_id":"45719","user_id":"68445","department":[{"_id":"733"}],"status":"public","type":"book"},{"citation":{"ama":"Eggert A, Garnefeld I, Steinhoff L. How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs? In: Geyer-Schulz A, Meyer-Waarden L, eds. <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>. KIT Scientific Publishing; 2014:31-36. doi:<a href=\"https://doi.org/10.5445/KSP/1000038784/04\">10.5445/KSP/1000038784/04</a>","ieee":"A. Eggert, I. Garnefeld, and L. Steinhoff, “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?,” in <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>, A. Geyer-Schulz and L. Meyer-Waarden, Eds. Karlsruhe: KIT Scientific Publishing, 2014, pp. 31–36.","chicago":"Eggert, A., I. Garnefeld, and Lena Steinhoff. “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?” In <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>, edited by A. Geyer-Schulz and L. Meyer-Waarden, 31–36. Karlsruhe: KIT Scientific Publishing, 2014. <a href=\"https://doi.org/10.5445/KSP/1000038784/04\">https://doi.org/10.5445/KSP/1000038784/04</a>.","short":"A. Eggert, I. Garnefeld, L. Steinhoff, in: A. Geyer-Schulz, L. Meyer-Waarden (Eds.), Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1), KIT Scientific Publishing, Karlsruhe, 2014, pp. 31–36.","mla":"Eggert, A., et al. “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?” <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>, edited by A. Geyer-Schulz and L. Meyer-Waarden, KIT Scientific Publishing, 2014, pp. 31–36, doi:<a href=\"https://doi.org/10.5445/KSP/1000038784/04\">10.5445/KSP/1000038784/04</a>.","bibtex":"@inbook{Eggert_Garnefeld_Steinhoff_2014, place={Karlsruhe}, title={How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?}, DOI={<a href=\"https://doi.org/10.5445/KSP/1000038784/04\">10.5445/KSP/1000038784/04</a>}, booktitle={Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)}, publisher={KIT Scientific Publishing}, author={Eggert, A. and Garnefeld, I. and Steinhoff, Lena}, editor={Geyer-Schulz, A. and Meyer-Waarden, L.}, year={2014}, pages={31–36} }","apa":"Eggert, A., Garnefeld, I., &#38; Steinhoff, L. (2014). How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs? In A. Geyer-Schulz &#38; L. Meyer-Waarden (Eds.), <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i> (pp. 31–36). KIT Scientific Publishing. <a href=\"https://doi.org/10.5445/KSP/1000038784/04\">https://doi.org/10.5445/KSP/1000038784/04</a>"},"page":"31-36","year":"2014","place":"Karlsruhe","publication_status":"published","doi":"10.5445/KSP/1000038784/04","title":"How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?","author":[{"first_name":"A.","last_name":"Eggert","full_name":"Eggert, A."},{"last_name":"Garnefeld","full_name":"Garnefeld, I.","first_name":"I."},{"first_name":"Lena","last_name":"Steinhoff","id":"4336","full_name":"Steinhoff, Lena"}],"date_created":"2023-06-22T16:50:09Z","date_updated":"2024-01-15T16:14:44Z","publisher":"KIT Scientific Publishing","status":"public","editor":[{"full_name":"Geyer-Schulz, A.","last_name":"Geyer-Schulz","first_name":"A."},{"first_name":"L.","full_name":"Meyer-Waarden, L.","last_name":"Meyer-Waarden"}],"type":"book_chapter","publication":"Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1)","language":[{"iso":"eng"}],"user_id":"68445","department":[{"_id":"733"}],"_id":"45735"},{"editor":[{"first_name":"A.","full_name":"Geyer-Schulz, A.","last_name":"Geyer-Schulz"},{"first_name":"L.","last_name":"Meyer-Waarden","full_name":"Meyer-Waarden, L."}],"status":"public","publication":"Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1)","type":"book_chapter","language":[{"iso":"eng"}],"_id":"45736","department":[{"_id":"733"}],"user_id":"68445","place":"Karlsruhe","year":"2014","page":"147-152","citation":{"mla":"Steinhoff, Lena, and R. 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Palmatier, “Three Perspectives for Making Loyalty Programs More Effective,” in <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>, A. Geyer-Schulz and L. Meyer-Waarden, Eds. Karlsruhe: KIT Scientific Publishing, 2014, pp. 147–152.","ama":"Steinhoff L, Palmatier RW. Three Perspectives for Making Loyalty Programs More Effective. In: Geyer-Schulz A, Meyer-Waarden L, eds. <i>Customer &#38; Service Systems, Special Issue: Customer Empowerment, 1 (1)</i>. KIT Scientific Publishing; 2014:147-152. doi:<a href=\"https://doi.org/10.5445/KSP/1000038784/16\">10.5445/KSP/1000038784/16</a>"},"publication_status":"published","title":"Three Perspectives for Making Loyalty Programs More Effective","doi":"10.5445/KSP/1000038784/16","date_updated":"2024-01-15T16:23:35Z","publisher":"KIT Scientific Publishing","author":[{"id":"4336","full_name":"Steinhoff, Lena","last_name":"Steinhoff","first_name":"Lena"},{"full_name":"Palmatier, R. W.","last_name":"Palmatier","first_name":"R. W."}],"date_created":"2023-06-22T16:51:45Z"},{"_id":"45755","department":[{"_id":"733"}],"user_id":"68445","language":[{"iso":"eng"}],"type":"working_paper","status":"public","date_updated":"2024-01-29T12:51:19Z","author":[{"full_name":"Henderson, C. M.","last_name":"Henderson","first_name":"C. M."},{"last_name":"Steinhoff","id":"4336","full_name":"Steinhoff, Lena","first_name":"Lena"},{"first_name":"R. W.","last_name":"Palmatier","full_name":"Palmatier, R. W."}],"date_created":"2023-06-22T17:10:42Z","title":"Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series.","publication_status":"published","related_material":{"link":[{"relation":"confirmation","url":"https://www.msi.org/articles/msi-best-paper-2016/"}]},"year":"2014","page":"14-121","citation":{"apa":"Henderson, C. M., Steinhoff, L., &#38; Palmatier, R. W. (2014). <i>Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series.</i> (pp. 14–121).","mla":"Henderson, C. M., et al. <i>Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series.</i> 2014, pp. 14–121.","short":"C.M. Henderson, L. Steinhoff, R.W. 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In: <i>43rd EMAC Annual Conference, Valencia</i>. ; 2014."},"_id":"46695","user_id":"49063","department":[{"_id":"785"}],"language":[{"iso":"eng"}],"type":"conference","publication":"43rd EMAC Annual Conference, Valencia","status":"public"},{"publication_status":"published","year":"2014","citation":{"apa":"Kanuri, V., Münkhoff, E., &#38; Scheer, L. K. (2014). Service transition versus service infusion: Different pathways to success for service-oriented manufacturers? <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ISBM 2014 Academic Conference, San Francisco, CA.","short":"V. Kanuri, E. Münkhoff, L.K. 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Scheer. “Service Transition versus Service Infusion: Different Pathways to Success for Service-Oriented Manufacturers?” In <i>ISBM 2014 Academic Conference, San Francisco, CA</i>, 2014.","ama":"Kanuri V, Münkhoff E, Scheer LK. Service transition versus service infusion: Different pathways to success for service-oriented manufacturers? In: <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ; 2014."},"date_updated":"2023-08-25T10:04:11Z","date_created":"2023-08-25T09:17:40Z","author":[{"last_name":"Kanuri","full_name":"Kanuri, V.","first_name":"V."},{"first_name":"Eva","last_name":"Münkhoff","orcid":"0000-0001-6053-1012","id":"3043","full_name":"Münkhoff, Eva"},{"first_name":"L. K.","last_name":"Scheer","full_name":"Scheer, L. K."}],"title":"Service transition versus service infusion: Different pathways to success for service-oriented manufacturers?","conference":{"location":"San Francisco, CA","name":"ISBM 2014 Academic Conference"},"type":"conference","publication":"ISBM 2014 Academic Conference, San Francisco, CA","status":"public","_id":"46692","user_id":"49063","department":[{"_id":"785"}],"language":[{"iso":"eng"}]},{"citation":{"ama":"Münkhoff E, Eggert A, Terho H, Haas A, Ulaga W. Salespersons’ solution crafting capability: A knowledge-based perspective. In: <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ; 2014.","chicago":"Münkhoff, Eva, A. Eggert, H. Terho, A. Haas, and W. Ulaga. “Salespersons’ Solution Crafting Capability: A Knowledge-Based Perspective.” In <i>ISBM 2014 Academic Conference, San Francisco, CA</i>, 2014.","ieee":"E. Münkhoff, A. Eggert, H. Terho, A. Haas, and W. Ulaga, “Salespersons’ solution crafting capability: A knowledge-based perspective,” presented at the ISBM 2014 Academic Conference, San Francisco, CA, 2014.","apa":"Münkhoff, E., Eggert, A., Terho, H., Haas, A., &#38; Ulaga, W. (2014). Salespersons’ solution crafting capability: A knowledge-based perspective. <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ISBM 2014 Academic Conference, San Francisco, CA.","bibtex":"@inproceedings{Münkhoff_Eggert_Terho_Haas_Ulaga_2014, title={Salespersons’ solution crafting capability: A knowledge-based perspective}, booktitle={ISBM 2014 Academic Conference, San Francisco, CA}, author={Münkhoff, Eva and Eggert, A. and Terho, H. and Haas, A. and Ulaga, W.}, year={2014} }","mla":"Münkhoff, Eva, et al. “Salespersons’ Solution Crafting Capability: A Knowledge-Based Perspective.” <i>ISBM 2014 Academic Conference, San Francisco, CA</i>, 2014.","short":"E. Münkhoff, A. Eggert, H. Terho, A. Haas, W. Ulaga, in: ISBM 2014 Academic Conference, San Francisco, CA, 2014."},"year":"2014","publication_status":"published","conference":{"location":"San Francisco, CA","name":"ISBM 2014 Academic Conference"},"title":"Salespersons’ solution crafting capability: A knowledge-based perspective","author":[{"last_name":"Münkhoff","orcid":"0000-0001-6053-1012","id":"3043","full_name":"Münkhoff, Eva","first_name":"Eva"},{"first_name":"A.","last_name":"Eggert","full_name":"Eggert, A."},{"last_name":"Terho","full_name":"Terho, H.","first_name":"H."},{"first_name":"A.","full_name":"Haas, A.","last_name":"Haas"},{"full_name":"Ulaga, W.","last_name":"Ulaga","first_name":"W."}],"date_created":"2023-08-25T09:19:06Z","date_updated":"2023-08-25T10:04:06Z","status":"public","type":"conference","publication":"ISBM 2014 Academic Conference, San Francisco, CA","language":[{"iso":"eng"}],"user_id":"49063","department":[{"_id":"785"}],"_id":"46693"},{"language":[{"iso":"eng"}],"department":[{"_id":"785"}],"user_id":"49063","_id":"46694","status":"public","publication":"ISBM 2014 Academic Conference, San Francisco, CA","type":"conference","conference":{"name":"ISBM 2014 Academic Conference","location":"San Francisco, CA"},"title":"Selling value in business markets: Why a powerful idea often fails","author":[{"full_name":"Eggert, A.","last_name":"Eggert","first_name":"A."},{"last_name":"Haas","full_name":"Haas, A.","first_name":"A."},{"first_name":"H.","last_name":"Terho","full_name":"Terho, H."},{"first_name":"W.","last_name":"Ulaga","full_name":"Ulaga, W."},{"first_name":"Eva","last_name":"Münkhoff","orcid":"0000-0001-6053-1012","full_name":"Münkhoff, Eva","id":"3043"}],"date_created":"2023-08-25T09:20:18Z","date_updated":"2023-08-25T10:11:35Z","citation":{"apa":"Eggert, A., Haas, A., Terho, H., Ulaga, W., &#38; Münkhoff, E. (2014). Selling value in business markets: Why a powerful idea often fails. <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ISBM 2014 Academic Conference, San Francisco, CA.","short":"A. Eggert, A. Haas, H. Terho, W. Ulaga, E. Münkhoff, in: ISBM 2014 Academic Conference, San Francisco, CA, 2014.","bibtex":"@inproceedings{Eggert_Haas_Terho_Ulaga_Münkhoff_2014, title={Selling value in business markets: Why a powerful idea often fails}, booktitle={ISBM 2014 Academic Conference, San Francisco, CA}, author={Eggert, A. and Haas, A. and Terho, H. and Ulaga, W. and Münkhoff, Eva}, year={2014} }","mla":"Eggert, A., et al. “Selling Value in Business Markets: Why a Powerful Idea Often Fails.” <i>ISBM 2014 Academic Conference, San Francisco, CA</i>, 2014.","ieee":"A. Eggert, A. Haas, H. Terho, W. Ulaga, and E. Münkhoff, “Selling value in business markets: Why a powerful idea often fails,” presented at the ISBM 2014 Academic Conference, San Francisco, CA, 2014.","chicago":"Eggert, A., A. Haas, H. Terho, W. Ulaga, and Eva Münkhoff. “Selling Value in Business Markets: Why a Powerful Idea Often Fails.” In <i>ISBM 2014 Academic Conference, San Francisco, CA</i>, 2014.","ama":"Eggert A, Haas A, Terho H, Ulaga W, Münkhoff E. Selling value in business markets: Why a powerful idea often fails. In: <i>ISBM 2014 Academic Conference, San Francisco, CA</i>. ; 2014."},"year":"2014","publication_status":"published"},{"status":"public","abstract":[{"lang":"eng","text":"<jats:p> In many business markets, manufacturers seek service-led growth to secure their existing positions and continue to grow in increasingly competitive environments. Using longitudinal data from 513 German mechanical engineering companies and latent growth curve modeling, this study offers a fine-grained view of the financial performance implications of industrial service strategies. By disentangling the revenue and profit implications of industrial service strategies, findings reveal that such strategies increase both the level and the growth of manufacturing firms’ revenue streams. In contrast, they reduce the level but improve the growth of manufacturers’ profits. Results further suggest that services supporting the clients’ actions (SSC) and services supporting the supplier’s product (SSP) affect performance outcomes in different ways. SSCs directly affect revenue and profit streams. In turn, SSPs display only indirect effects on financial performance mediated through SSCs. A moderator analysis identifies two organizational contingencies that facilitate service business success: Only companies with decentralized decision-making processes and a high share of loyal customers can expect favorable financial results from industrial service strategies. In summary, this research provides significant insights and managerial guidance for turning service strategies into financial successes. </jats:p>"}],"publication":"Journal of Service Research","type":"journal_article","language":[{"iso":"eng"}],"keyword":["Organizational Behavior and Human Resource Management","Sociology and Political Science","Information Systems"],"department":[{"_id":"785"}],"user_id":"49063","_id":"41341","page":"23-39","intvolume":"        17","citation":{"short":"A. Eggert, J. Hogreve, W. Ulaga, E. 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Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms."}],"status":"public","publication":"Journal of Service Research","type":"journal_article","keyword":["service technology","technology-mediated service","service counterpart","smart service","remote service","technology adoption"],"article_type":"original","language":[{"iso":"eng"}],"_id":"5715","department":[{"_id":"181"}],"user_id":"37741","year":"2013","intvolume":"        16","page":"3-20","citation":{"apa":"Wünderlich, N., Wangenheim, F. V., &#38; Bitner, M. J. (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. <i>Journal of Service Research</i>, <i>16</i>(1), 3–20.","mla":"Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” <i>Journal of Service Research</i>, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles, CA, 2013, pp. 3–20.","bibtex":"@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }","short":"N. Wünderlich, F.V. Wangenheim, M.J. 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Bitner, “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.,” <i>Journal of Service Research</i>, vol. 16, no. 1, pp. 3–20, 2013."},"publication_status":"published","issue":"1","title":"High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.","publisher":"SAGE Publications Sage CA: Los Angeles, CA","date_updated":"2022-01-06T07:02:37Z","volume":16,"author":[{"last_name":"Wünderlich","id":"36392","full_name":"Wünderlich, Nancy","first_name":"Nancy"},{"full_name":"Wangenheim, Florian V","last_name":"Wangenheim","first_name":"Florian V"},{"full_name":"Bitner, Mary Jo","last_name":"Bitner","first_name":"Mary Jo"}],"date_created":"2018-11-16T09:31:00Z"},{"type":"journal_article","publication":"PERSONALquartely","status":"public","user_id":"46632","department":[{"_id":"274"}],"_id":"6101","language":[{"iso":"eng"}],"issue":"4","citation":{"ieee":"R. Kabst and M. C. Wehner, “Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten,” <i>PERSONALquartely</i>, vol. 65, no. 4, pp. 34–39, 2013.","chicago":"Kabst, Rüdiger, and M C Wehner. “Editorial: Internationales Personalmanagement: Den Kulturellen Kontext Gestalten.” <i>PERSONALquartely</i> 65, no. 4 (2013): 34–39.","ama":"Kabst R, Wehner MC. Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten. <i>PERSONALquartely</i>. 2013;65(4):34-39.","bibtex":"@article{Kabst_Wehner_2013, title={Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten}, volume={65}, number={4}, journal={PERSONALquartely}, author={Kabst, Rüdiger and Wehner, M C}, year={2013}, pages={34–39} }","mla":"Kabst, Rüdiger, and M. C. Wehner. “Editorial: Internationales Personalmanagement: Den Kulturellen Kontext Gestalten.” <i>PERSONALquartely</i>, vol. 65, no. 4, 2013, pp. 34–39.","short":"R. Kabst, M.C. 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