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Growing Existing Customers’ Profitability with Customer Referral Programs. In: <i>2012 AMA Winter Marketing Educators’ Proceedings</i>. ; 2012.","ieee":"I. Garnefeld, S. Helm, A. Eggert, and S. Tax, “Growing Existing Customers’ Profitability with Customer Referral Programs,” in <i>2012 AMA Winter Marketing Educators’ Proceedings</i>, 2012.","apa":"Garnefeld, I., Helm, S., Eggert, A., &#38; Tax, S. (2012). Growing Existing Customers’ Profitability with Customer Referral Programs. In <i>2012 AMA Winter Marketing Educators’ Proceedings</i>.","chicago":"Garnefeld, I, S Helm, A Eggert, and S Tax. “Growing Existing Customers’ Profitability with Customer Referral Programs.” In <i>2012 AMA Winter Marketing Educators’ Proceedings</i>, 2012.","short":"I. Garnefeld, S. Helm, A. Eggert, S. Tax, in: 2012 AMA Winter Marketing Educators’ Proceedings, 2012."},"_id":"7745","language":[{"iso":"eng"}],"user_id":"57352","status":"public","title":"Growing Existing Customers’ Profitability with Customer Referral Programs","year":"2012","author":[{"first_name":"I","last_name":"Garnefeld","full_name":"Garnefeld, I"},{"full_name":"Helm, S","last_name":"Helm","first_name":"S"},{"first_name":"A","last_name":"Eggert","full_name":"Eggert, A"},{"last_name":"Tax","first_name":"S","full_name":"Tax, S"}],"date_updated":"2022-01-06T07:03:45Z"},{"publication_status":"published","date_updated":"2022-01-06T07:02:37Z","article_type":"original","intvolume":"        88","title":"Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.","year":"2012","author":[{"last_name":"Evanschitzky","first_name":"Heiner","full_name":"Evanschitzky, Heiner"},{"first_name":"Florian v","last_name":"Wangenheim","full_name":"Wangenheim, Florian v"},{"first_name":"Nancy","last_name":"Wünderlich","full_name":"Wünderlich, Nancy","id":"36392"}],"language":[{"iso":"eng"}],"abstract":[{"lang":"eng","text":"The tendency of managers to focus on short-term results rather than on sustained company success is of particular importance to retail marketing managers, because marketing activities involve expenditures which may only pay off in the longer term. 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. We identify specific situations in which the dynamic approach leads to superior marketing investment decisions, when compared to the conventional static view of the SCP. These insights provide valuable managerial guidance for effectively managing the SPC over time."}],"publication":"Journal of Retailing","issue":"3","keyword":["Employee satisfaction","Customer satisfaction","Performance","Service profit chain","Feedback loops","Time lags","Myopic marketing management"],"type":"journal_article","department":[{"_id":"181"}],"date_created":"2018-11-16T09:37:06Z","status":"public","user_id":"37741","volume":88,"page":"356-366","_id":"5716","publisher":"Elsevier","citation":{"apa":"Evanschitzky, H., Wangenheim, F. v, &#38; Wünderlich, N. (2012). Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal of Retailing</i>, <i>88</i>(3), 356–366.","ieee":"H. Evanschitzky, F. v Wangenheim, and N. Wünderlich, “Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.,” <i>Journal of Retailing</i>, vol. 88, no. 3, pp. 356–366, 2012.","chicago":"Evanschitzky, Heiner, Florian v Wangenheim, and Nancy Wünderlich. “Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.” <i>Journal of Retailing</i> 88, no. 3 (2012): 356–66.","short":"H. Evanschitzky, F. v Wangenheim, N. Wünderlich, Journal of Retailing 88 (2012) 356–366.","mla":"Evanschitzky, Heiner, et al. “Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.” <i>Journal of Retailing</i>, vol. 88, no. 3, Elsevier, 2012, pp. 356–66.","ama":"Evanschitzky H, Wangenheim F v, Wünderlich N. Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal of Retailing</i>. 2012;88(3):356-366.","bibtex":"@article{Evanschitzky_Wangenheim_Wünderlich_2012, title={Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.}, volume={88}, number={3}, journal={Journal of Retailing}, publisher={Elsevier}, author={Evanschitzky, Heiner and Wangenheim, Florian v and Wünderlich, Nancy}, year={2012}, pages={356–366} }"}},{"language":[{"iso":"eng"}],"author":[{"full_name":"Schumann, Jan H","first_name":"Jan H","last_name":"Schumann"},{"id":"36392","first_name":"Nancy","last_name":"Wünderlich","full_name":"Wünderlich, Nancy"},{"last_name":"Zimmer","first_name":"Marcus S","full_name":"Zimmer, Marcus S"}],"title":"Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.","year":"2012","article_type":"original","intvolume":"        64","publication_status":"published","date_updated":"2022-01-06T07:02:37Z","date_created":"2018-11-16T09:40:23Z","department":[{"_id":"181"}],"keyword":["Co-Production","Culture","Customer Participation","Professional Services"],"type":"journal_article","issue":"2","publication":"Schmalenbach Business Review","abstract":[{"text":"Although professional service providers increasingly deliver their services globally, little is known about cross-cultural differences in customers’ motivation to participate in service production. 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. To perform certain tasks in the service process, global professional service providers should acknowledge cultural differences in customers’ motivations.","lang":"eng"}],"_id":"5717","publisher":"Springer","page":"141-165","volume":64,"user_id":"37741","status":"public","citation":{"ieee":"J. H. Schumann, N. Wünderlich, and M. S. Zimmer, “Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.,” <i>Schmalenbach Business Review</i>, vol. 64, no. 2, pp. 141–165, 2012.","apa":"Schumann, J. H., Wünderlich, N., &#38; Zimmer, M. S. (2012). Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments. <i>Schmalenbach Business Review</i>, <i>64</i>(2), 141–165.","short":"J.H. Schumann, N. Wünderlich, M.S. Zimmer, Schmalenbach Business Review 64 (2012) 141–165.","chicago":"Schumann, Jan H, Nancy Wünderlich, and Marcus S Zimmer. “Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.” <i>Schmalenbach Business Review</i> 64, no. 2 (2012): 141–65.","mla":"Schumann, Jan H., et al. “Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.” <i>Schmalenbach Business Review</i>, vol. 64, no. 2, Springer, 2012, pp. 141–65.","bibtex":"@article{Schumann_Wünderlich_Zimmer_2012, title={Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.}, volume={64}, number={2}, journal={Schmalenbach Business Review}, publisher={Springer}, author={Schumann, Jan H and Wünderlich, Nancy and Zimmer, Marcus S}, year={2012}, pages={141–165} }","ama":"Schumann JH, Wünderlich N, Zimmer MS. Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments. <i>Schmalenbach Business Review</i>. 2012;64(2):141-165."}}]