TY - JOUR
AU - Garnefeld, Ina
AU - Böhm, Eva
AU - Klimke, Lena
AU - Oestreich, Andrea
ID - 41340
IS - 6
JF - Journal of the Academy of Marketing Science
KW - Marketing
KW - Economics and Econometrics
KW - Business and International Management
SN - 0092-0703
TI - I thought it was over, but now it is back: customer reactions to ex post time extensions of sales promotions
VL - 46
ER -
TY - CHAP
AU - Eisele, Simon
AU - Schneider, Martin
ED - Engels, Gregor
ED - Maier, Gunter
ED - Steffen, Eckhard
ID - 4946
SN - 3662528983
T2 - Handbuch Gestaltung digitaler und vernetzter Arbeitswelten
TI - Personalwirtschaft
ER -
TY - CHAP
AU - Schneider, Martin
ED - Harteis, Christian
ID - 4928
T2 - The Impact of Digitalization in the Workplace
TI - Digitalization of Production, Human Capital, and Organizational Capital
ER -
TY - JOUR
AU - Steinhoff, Lena
AU - Witte, C.
AU - Eggert, A.
ID - 45731
IS - 2
JF - Journal of Service Management Research
TI - Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement
VL - 2
ER -
TY - CONF
AU - Steinhoff, Lena
AU - Zondag, M.
ID - 45745
T2 - 2018 Winter AMA Conference Proceedings, New Orleans
TI - Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey
ER -
TY - CONF
AU - Eggert, A.
AU - Steinhoff, Lena
AU - Witte, C.
ID - 45744
T2 - 2018 Winter AMA Conference Proceedings, New Orleans
TI - Are Gift Purchases an Effective Driver of Customer Loyalty?
ER -
TY - JOUR
AU - Krebs, Benjamin
AU - Wehner, Marius
AU - Kabst, Rüdiger
ID - 24378
JF - Personalmagazin
TI - Wer hat hier das Sagen?
VL - 2
ER -
TY - JOUR
AU - Krebs, Benjamin
AU - Wehner, Marius
AU - Kabst, Rüdiger
ID - 24379
JF - Personalmagazin
TI - Nordeuropa hat´s nicht nötig
VL - 2
ER -
TY - JOUR
AU - Rauterberg, Hannah
AU - Krebs, Benjamin
ID - 24380
JF - Personalführung
TI - Cranet Survey 2015/2016 - Stand der HR-Digitalisierung.
VL - 5
ER -
TY - JOUR
AU - Frick, Bernd
AU - Kaimann, Daniel
ID - 3307
IS - 17
JF - Applied Economics Letters
TI - The impact of customer reviews and advertisement efforts on the performance of experience goods in electronic markets
VL - 24
ER -
TY - CONF
AU - Rötzmeier-Keuper, Julia
AU - Wünderlich, Nancy
ID - 3537
T2 - Proceedings of the 2017 Frontiers in Service Conference
TI - How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study.
ER -
TY - CONF
AB - Whenever customers have to decide between different instances of the same product, they are interested in buying the best product. 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.
AU - Jakobs, Marie-Christine
AU - Krämer, Julia
AU - van Straaten, Dirk
AU - Lettmann, Theodor
ED - Marcelo De Barros, Janusz Klink,Tadeus Uhl, Thomas Prinz
ID - 115
T2 - The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION)
TI - Certification Matters for Service Markets
ER -
TY - CHAP
AU - Thommes, Kirsten
ED - Müller, David
ID - 21130
SN - 9783110517163
T2 - Controlling für kleine und mittlere Unternehmen
TI - Managementpraktiken in KMU
ER -
TY - CONF
AU - Krebs, Benjamin Philipp
ID - 20493
TI - Talent management and workforce performance: The too-much-potential-talent-effect.
ER -
TY - THES
AU - Rose, Anica
ID - 4674
TI - The Performance of Individuals, Teams, and Organizations: Empirical Evidence from the Field
ER -
TY - JOUR
AU - Terho, Harri
AU - Eggert, Andreas
AU - Ulaga, Wolfgang
AU - Haas, Alexander
AU - Boehm, Eva
ID - 4836
JF - Industrial Marketing Management
TI - Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action
ER -
TY - JOUR
AU - Payne, Adrian
AU - Frow, Pennie
AU - Eggert, Andreas
ID - 4837
IS - 4
JF - Journal of the Academy of Marketing Science
TI - The customer value proposition: evolution, development, and application in marketing
ER -
TY - JOUR
AU - Eggert, Andreas
AU - Boehm, Eva
AU - Cramer, Christina
ID - 4838
IS - 3
JF - Journal of Service Management
TI - Business service outsourcing in manufacturing firms: an event study
ER -
TY - JOUR
AU - Boehm, Eva
AU - Eggert, Andreas
AU - Thiesbrummel, Christoph
ID - 4840
JF - Industrial Marketing Management
TI - Service transition: A viable option for manufacturing companies with deteriorating financial performance?
ER -
TY - BOOK
ED - Helm, Sabrina
ED - Günter, Bernd
ED - Eggert, Andreas
ID - 4908
SN - 9783658109196
TI - Kundenwert
ER -
TY - JOUR
AB - 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.
AU - Wangenheim, Florian v
AU - Wünderlich, Nancy V
AU - Schumann, Jan H
ID - 4933
IS - 79
JF - Journal of Business Research
TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts
ER -
TY - CHAP
AU - Eggert, Andreas
ID - 4941
SN - 9783658109196
T2 - Kundenwert
TI - Die zwei Perspektiven des Kundenwerts: Darstellung und Versuch einer Integration
ER -
TY - CHAP
AU - Helm, Sabrina
AU - Günter, Bernd
AU - Eggert, Andreas
ID - 4942
SN - 9783658109196
T2 - Kundenwert
TI - Kundenwert – eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen
ER -
TY - JOUR
AB - 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.
AU - Wangenheim, Florian v
AU - Wünderlich, Nancy
AU - Schumann, Jan H
ID - 4947
IS - 79
JF - Journal of Business Research
KW - IT-based service
KW - Smart services
KW - Contract renewal
KW - Retention
KW - Customer churn
KW - Free trial
TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts
ER -
TY - JOUR
AB - 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.
AU - Larivière, Bart
AU - Bowen, David
AU - Andreassen, Tor W
AU - Kunz, Werner
AU - Sirianni, Nancy J
AU - Voss, Chris
AU - Wünderlich, Nancy
AU - De Keyser, Arne
ID - 4949
IS - 79
JF - Journal of Business Research
KW - Service encounter
KW - Technology roles
KW - Employee roles
KW - Customer roles
KW - Employee experience
KW - Customer experience
TI - “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
ER -
TY - CONF
AU - Wünderlich, Nancy
AU - Paluch, Stefanie
ID - 4955
T2 - Proceedings of the 38th International Conference on Information Systems (ICIS 2017)
TI - A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents
ER -
TY - CONF
AU - Teßmer, Isabel
AU - Olsson, Marcus
AU - Gustafsson, Anders
AU - Wünderlich, Nancy
ID - 4956
T2 - Proceedings of the 2017 Frontiers in Service Conference
TI - How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances
ER -
TY - JOUR
AU - Grund, Christian
AU - Thommes, Kirsten
ID - 4966
IS - 4
JF - Schmalenbach Business Review
TI - The Role of Contract Types for Employees’ Public Service Motivation
ER -
TY - CONF
AU - Klabuhn, Janny
AU - Thommes, Kirsten
ID - 4987
IS - 1
T2 - Academy of Management Proceedings
TI - Age diversity and its effects on team performance
ER -
TY - CHAP
AU - Garnefeld, Ina
AU - Boehm, Eva
AU - Feider, Lena
ID - 5005
T2 - Kundenwert
TI - Retourenmanagement zur Steigerung des Kundenwerts
ER -
TY - CONF
AU - Larivière, Bart
AU - Bowen, David
AU - Andreassen, Tor W
AU - Kunz, Werner
AU - Sirianni, Nancy J
AU - Voss, Chris
AU - Wünderlich, Nancy
AU - De Keyser, Arne
ID - 5328
T2 - Proceedings of QUIS 2017
TI - Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers.
ER -
TY - CONF
AU - Becker-Özcamlica, Hürrem
AU - Teßmer, Isabel
AU - Wünderlich, Nancy
ID - 5329
T2 - Proceedings of the 2017 Winter Marketing Educators' Conference
TI - Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations.
ER -
TY - CONF
AU - Eggert, Andreas
AU - Steinhoff, Lena
AU - Witte, Carina
ID - 5479
TI - The Loyalty Effect of Gift Purchases
ER -
TY - CONF
AU - Garnefeld, I
AU - Boehm, E
AU - Feider, L
ID - 5482
TI - Managing the Necessary Evil: Can Payment Methods Reduce Product Returns
ER -
TY - CONF
AU - Cramer, C
AU - Boehm, E
AU - Eggert, A
ID - 5483
TI - Service Awards: Do They Help or Harm in Case of a Service Failure?
ER -
TY - GEN
AU - Sürücü, Oktay
AU - Mir Djawadi, Behnud
AU - Brangewitz, Sonja
ID - 1057
TI - Asymmetric Dominance Effect with Multiple Decoys for Low- and High-Variance Lotteries
ER -
TY - JOUR
AU - Frick, Bernd
AU - Gergaud, Olivier
AU - Winter, Petra
ID - 1062
IS - 4
JF - Gastronomy and Tourism
TI - The revenue potential of product differentiation: Empirical evidence fro the Croation restaurant industry
VL - 2
ER -
TY - CONF
AB - Many university students struggle with motivational problems, and gamification has the potential to address these problems. However, using gamification currently is rather tedious and time-consuming for instructors because current approaches to gamification require instructors to engage in the time-consuming preparation of course contents (e.g., for quizzes or mini-games). In reply to this issue, we propose a “lean” approach to gamification, which relies on gamifying learning activities rather than learning contents. The learning activities that are gamified in the lean approach can typically be drawn from existing course syllabi (e.g., attend certain lectures, hand in assignments, read book chapters and articles). Hence, compared to existing approaches, lean gamification substantially lowers the time requirements posed on instructors for gamifying a given course. Drawing on research on limited attention and the present bias, we provide the theoretical foundation for the lean gamification approach. In addition, we present a mobile application that implements lean gamification and outline a mixed-methods study that is currently under way for evaluating whether lean gamification does indeed have the potential to increase students’ motivation. We thereby hope to allow more students and instructors to benefit from the advantages of gamification.
AU - John, Thomas
AU - Feldotto, Matthias
AU - Hemsen, Paul
AU - Klingsieck, Katrin
AU - Kundisch, Dennis
AU - Langendorf, Mike
ID - 1095
T2 - Proceedings of the 25th European Conference on Information Systems (ECIS)
TI - Towards a Lean Approach for Gamifying Education
ER -
TY - CONF
AU - Garnefeld, I.
AU - Böhm, Eva
AU - Feider, L.
ID - 46679
T2 - 2017 AMA Winter Academic Conference, Orlando, FL
TI - Managing the necessary evil: Can payment methods reduce product returns (ausgezeichnet mit Best Paper Award)
ER -
TY - CONF
AU - Cramer, C.
AU - Böhm, Eva
AU - Eggert, A.
ID - 46680
T2 - 2017 AMA Winter Academic Conference, Orlando, FL
TI - Service Awards: Do They Help or Harm in Case of a Service Failure?
ER -
TY - JOUR
AU - Terho, Harri
AU - Eggert, Andreas
AU - Ulaga, Wolfgang
AU - Haas, Alexander
AU - Böhm, Eva
ID - 46638
JF - Industrial Marketing Management
KW - Marketing
SN - 0019-8501
TI - Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action
VL - 66
ER -
TY - JOUR
AB -
Purpose
Many manufacturing firms entrust partners to provide services on their behalf. However, it is not clear whether and when firms can capture the potential value advantages of outsourcing business services. The purpose of this paper is to investigate the effects of different types of business service outsourcing on firm value.
Design/methodology/approach
The paper uses event study methodology to estimate the impact of business service outsourcing announcements on abnormal returns of publicly traded manufacturing companies in Europe.
Findings
External service outsourcing that directly affects the company’s customers leads to more favorable outcomes than internal service outsourcing. This effect is contingent on the strategic outsourcing intention, the service’s reliance on technology, and the choice of the outsourcing partner.
Research limitations/implications
Findings show that firm value depends critically on the service value it delivers to customers. Future research could explore further contingency variables, and investigate the role of service outsourcing networks and relationships.
Practical implications
The insights of this study help managers to decide why, how, and to whom they should outsource their business services, as well as how to justify their outsourcing decisions, and how to communicate them toward the financial markets.
Originality/value
This research sheds light on the value implications of outsourcing decisions. Two types of business service outsourcing are distinguished, namely, internal and external. Furthermore, the study enhances our understanding of a contingency perspective on service outsourcing decisions.
AU - Eggert, Andreas
AU - Böhm, Eva
AU - Cramer, Christina
ID - 46639
IS - 3
JF - Journal of Service Management
KW - Strategy and Management
KW - Tourism
KW - Leisure and Hospitality Management
KW - Business
KW - Management and Accounting (miscellaneous)
SN - 1757-5818
TI - Business service outsourcing in manufacturing firms: an event study
VL - 28
ER -
TY - BOOK
ED - Riach, John
ED - Morbitzer, Andreas
ED - Koeberer, Markus
ID - 4954
TI - Pick and Place. Englisch für Mechatronik/Lehr-/Arbeitsbuch (3rd edition)
ER -
TY - JOUR
AU - Schneider, Martin
AU - Flore, Johanna
ID - 4932
JF - The International Journal of Human Resource Management
SN - 0958-5192
TI - Training and commitment in a German manufacturing company during the post-2008 crisis: a case of internal flexicurity
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
AU - Iseke, Anja
AU - Tebbe, Tobias
ID - 4930
IS - 1
JF - German Journal of Human Resource Management
TI - Signalling to young knowledge workers through architecture? A conjoint analysis
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
ID - 4926
JF - PERSONALquaterly
TI - Potenzial der Unternehmensarchitektur im Rahmen des Employer Branding.
ER -
TY - JOUR
AU - Schneider, Martin
AU - Flore, Johanna
ID - 4934
JF - PERSONALquaterly
TI - Qualifizieren und binden: Betriebliche Weiterbildung während Kurzarbeit.
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
AU - Iseke, Anja
AU - Tebbe, Tobias
ID - 4953
IS - 1
JF - German Journal of Human Resource Management
TI - Signalling to young knowledge workers through architecture? A conjoint analysis
ER -
TY - CONF
AU - Eggert, A.
AU - Steinhoff, Lena
AU - Witte, C.
ID - 45746
T2 - 2017 Winter AMA Conference Proceedings, Orlando
TI - The Loyalty Effect of Gift Purchases
ER -
TY - GEN
AU - Breuer, Robin
ID - 3308
TI - Monitoring in Franchise-Netzwerken: Eine ökonomische Analyse
ER -
TY - GEN
AU - Amedick, Michaela
ID - 3311
TI - Informationsasymmetrien auf dem Spendenmarkt und Möglichkeiten ihrer Reduktion: Eine Prinzipal-Agenten-Perspektive von Online Spenden
ER -
TY - JOUR
AU - Melnikov, Vitalik
AU - Hüllermeier, Eyke
AU - Kaimann, Daniel
AU - Frick, Bernd
AU - Gupta, Pritha
ID - 3318
JF - Schedae Informaticae
SN - 2083-8476
TI - Pairwise versus Pointwise Ranking: A Case Study
VL - 25
ER -
TY - JOUR
AB - Purpose
– The purpose of this paper is to examine the nature of context and its implications for theory and research in service.
Design/methodology/approach
– This is a conceptual paper based on exploring existing research and theory related to context in service research.
Findings
– The characteristics of service make context both important and challenging, there is great contextual diversity in service research as reflected, for example in ecosystems made up of multiple contextual variables. There is a need to identify the context-specific nature of middle range theory and the contextual logic of general theory. The authors explore the challenges of context for service theory and how we might learn from theory in a particular context and test or adapt it in other contexts.
Originality/value
– The findings of this paper are of value to researchers seeking to develop and justify theory in service research (general, middle range or theory in use).
AU - Voss, Chris
AU - Perks, Helen
AU - Sousa, Rui
AU - Witell, Lars
AU - Wünderlich, Nancy
ID - 5700
IS - 1
JF - Journal of Service Management
KW - Research
KW - Service theory
TI - Reflections on Context in Service Research.
VL - 27
ER -
TY - JOUR
AU - Li, Xinyu
AU - Peeters, Ronald
ID - 5775
JF - "Cheap Talk with Multiple Strategically Interacting Audiences: An Experimental Study"
TI - "Cheap Talk with Multiple Strategically Interacting Audiences: An Experimental Study"
ER -
TY - JOUR
AU - Steiner, Michael
AU - Eggert, Andreas
AU - Ulaga, Wolfgang
AU - Backhaus, Klaus
ID - 4839
IS - 2
JF - Journal of the Academy of marketing Science
TI - Do customized service packages impede value capture in industrial markets?
ER -
TY - JOUR
AU - Boehm, Eva
AU - Backhaus, Christof
AU - Eggert, Andreas
AU - Cummins, Tim
ID - 4842
IS - 1-2
JF - Journal of Strategic Contracting and Negotiation
TI - Understanding outcome-based contracts: benefits and risks from the buyers’ and sellers’ perspective
ER -
TY - JOUR
AU - Steiner, Michael
AU - Wiegand, Nico
AU - Eggert, Andreas
AU - Backhaus, Klaus
ID - 4843
IS - 2
JF - International Journal of Research in Marketing
TI - Platform adoption in system markets: The roles of preference heterogeneity and consumer expectations
ER -
TY - JOUR
AU - Wagner, Stephan M
AU - Eggert, Andreas
ID - 4845
JF - Industrial Marketing Management
TI - Co-management of purchasing and marketing: Why, when and how?
ER -
TY - JOUR
AU - Fahr, René
ID - 4870
JF - Personnel Quarterly Vol. 4
TI - Verantwortung macht Sinn: Corporate Social Responsibility
ER -
TY - JOUR
AB - Despite the rapid growth and potential of technology-based services, managers' greatest challenges are gaining customer acceptance and increasing usage of these new innovative services. In the B2C field, studies of self-service technology show that perceived risk is an important factor influencing the use of service technology. Though prior research explores different risk types that emerge in consumer settings, risk perception in the B2B setting lacks a detailed examination of different risk types influencing technology-based service adoption. Data from 49 qualitative interviews with providers and customers in two different B2B industries inform this study. The findings emphasize the importance of functional and financial risks in a B2B context and show that business customers' personal and psychological fears hinder their use of technology-based services. Results highlight differences in risk perception and evaluation between customers and providers.
AU - Paluch, Stefanie
AU - Wünderlich, Nancy
ID - 4951
IS - 7
JF - Journal of business Research
KW - Risk perception
KW - Technology-based service innovations
KW - Business-to-business context
KW - Interview study
KW - Risk categories
KW - Smart service
TI - Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.
VL - 69
ER -
TY - JOUR
AU - Born, Marieke
AU - Akkerman, Agnes
AU - Thommes, Kirsten
ID - 4967
JF - Social science research
TI - Peer influence on protest participation: Communication and trust between co-workers as inhibitors or facilitators of mobilization
ER -
TY - CONF
AU - Thommes, Kirsten
AU - Oertel, Simon
ID - 4988
IS - 1
T2 - Academy of Management Proceedings
TI - Elements of Organizational Identity and the Role of a Firm’s History
ER -
TY - CONF
AU - Thommes, Kirsten
ID - 4989
IS - 1
T2 - Academy of Management Proceedings
TI - Entrepreneurial activity-The impact of childhood
ER -
TY - JOUR
AU - Steinhoff, Lena
AU - Palmatier, Robert W.
ID - 7419
IS - 1
JF - Journal of the Academy of Marketing Science
TI - Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects
VL - 44
ER -
TY - CONF
AU - Cramer, C
AU - Böhm, E
AU - Eggert, A
ID - 7673
T2 - Proceedings of the 45th European Marketing Academy (EMAC) Conference
TI - The Service Award Paradox
ER -
TY - CONF
AU - Cramer, C
AU - Böhm, E
AU - Eggert, A
ID - 7675
T2 - 2016 AMA Winter Marketing Educators' Conference Proceeding
TI - Understanding Service Awards: Exploit the Bright Side, Avoid the Dark Side
ER -
TY - CONF
AU - Böhm, E
AU - Backhaus, C
AU - Eggert, A
AU - Pitsis, T
ID - 7686
T2 - 2016 AMA Winter Marketing Educators' Conference Proceedings
TI - Shedding Light on Outcome-Based Contracts: Benefits and Risks from the Buyers’ and Sellers’ Perspective
ER -
TY - JOUR
AU - Oertel, Simon
AU - Thommes, Kirsten
AU - Walgenbach, Peter
ID - 5151
IS - 3
JF - ILR Review
TI - Shadows of the past: The effect of communist heritage on employee consultation
VL - 69
ER -
TY - JOUR
AU - Thommes, Kirsten
AU - Oertel, Simon
AU - Walgenbach, Peter
ID - 5152
IS - 8
JF - Organization Studies
TI - Organizational Failure in the Aftermath of Institutional Upheaval
VL - 37
ER -
TY - CONF
AU - Böhm, Eva
AU - Backhaus, C.
AU - Eggert, A.
AU - Pitsis, T.
ID - 46684
T2 - 2016 AMA Winter Academic Conference, Las Vegas, NV
TI - Shedding light on outcome-based contracts: Benefits and risks from the buyers’ and sellers’ perspective
ER -
TY - CONF
AU - Cramer, C.
AU - Böhm, Eva
AU - Eggert, A.
ID - 46683
T2 - 2016 AMA Winter Academic Conference, Las Vegas, NV
TI - Understanding service awards: Exploit the bright side, avoid the dark side (ausgezeichnet mit Best Paper Award)
ER -
TY - CONF
AU - Eggert, A.
AU - Böhm, Eva
AU - Cramer, C.
ID - 46681
T2 - International Colloquium on Relationship Marketing (ICRM), Toulouse (nominiert für Best Paper Award)
TI - Business Service Outsourcing in Manufacturing Firms: An Event Study
ER -
TY - CONF
AU - Cramer, C.
AU - Böhm, Eva
AU - Eggert, A.
ID - 46682
T2 - 45rd EMAC Annual Conference, Oslo
TI - The service award paradox
ER -
TY - JOUR
AU - Böhm, Eva
AU - Backhaus, C.
AU - Eggert, A.
AU - Cummins, T.
ID - 46663
IS - 1-2
JF - Journal of Strategic Contracting and Negotiation, (ausgezeichnet mit Best Paper Award)
TI - Understanding outcome-based contracts: Benefits and risks from the buyers’ and sellers’ perspective
VL - 3
ER -
TY - CHAP
AU - Garnefeld, I.
AU - Böhm, Eva
AU - Feider, L.
ED - Günther, B.
ED - Helm, S.
ED - Eggert, A.
ID - 46664
T2 - Kundenwert: Grundlagen – Innovative Konzepte – Praktische Umsetzungen
TI - Retourenmanagement zur Steigerung des Kundenwerts
ER -
TY - JOUR
AU - Böhm, Eva
AU - Eggert, Andreas
AU - Thiesbrummel, Christoph
ID - 46640
IS - 1
JF - Industrial Marketing Management
KW - Marketing
SN - 0019-8501
TI - Service transition: A viable option for manufacturing companies with deteriorating financial performance?
VL - 60
ER -
TY - JOUR
AU - Backes-Gellner, Uschi
AU - Kluike, Marlies
AU - Pull, Kerstin
AU - Schneider, Martin
AU - Teuber, Silvia
ID - 4929
IS - 7
JF - Journal of Business Economics
TI - Human resource management and radical innovation: a fuzzy-set QCA of US multinationals in Germany, Switzerland, and the UK
ER -
TY - JOUR
AB - Abstract
Unternehmen, die über das Outsourcing von Personalfunktionen entscheiden, stehen vor einer komplexen Fragestellung, da mit dem Bezug extern erbrachter Personaldienstleistungen sehr unterschiedliche Wirkungen ausgelöst werden können. Diverse Theorieansätze machen Aussagen zu einzelnen Wirkungskategorien des Outsourcings. Jedoch gibt bisher kein Ansatz dem Entscheidungsträger in der Praxis eine umfassende Entscheidungshilfe. Hier setzt der vorliegende Artikel an: Aus Ansätzen zur zwischenbetrieblichen Arbeitsteilung wird ein umfassendes „Wirkungsset“ des Outsourcings von Personalfunktionen hergeleitet, welches sich als Checkliste relevanter Wirkungskategorien eignet und die Einseitigkeiten bisheriger Ansätze vermeidet.
AU - Alewell, Dorothea
AU - Bähring, Katrin
AU - Thommes, Kirsten
ID - 47990
IS - 4
JF - Arbeit
KW - Industrial and Manufacturing Engineering
SN - 2365-984X
TI - Die Wirkungen des Outsourcings von Personalfunktionen – ein Überblick über verschiedene theoretische Ansätze und Entwicklung eines umfassenden Wirkungssets/ Effects of the outsourcing of personnel functions – an overview of several theoretical approaches and development of a comprehensive set of effects
VL - 16
ER -
TY - JOUR
AU - Steinhoff, Lena
AU - Palmatier, R. W.
ID - 45732
IS - 1
JF - Journal of the Academy of Marketing Science
TI - Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects
VL - 44
ER -
TY - CONF
AU - Witte, C.
AU - Steinhoff, Lena
AU - Eggert, A.
ID - 45747
T2 - Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo
TI - The Power of Gift Purchases in Strengthening Customer-Company Relationships
ER -
TY - GEN
AU - Steinhoff, Lena
AU - Fang, E.
AU - Palmatier, R. W.
AU - Wang, K.
ID - 45754
TI - Dynamic Effects of Loyalty Rewards for Contractual Customers, Marketing Science Institute (MSI) Working Paper Series
ER -
TY - GEN
AU - Fanasch, Patrizia
ID - 3309
TI - Erfolg durch Persönlichkeit? Der Einfluss der Markenpersönlichkeit auf den Zusammenhang von Reputation und Unternehmenserfolg
ER -
TY - GEN
AU - Walczok, Gregor Paul
ID - 3310
TI - Die Veränderung des Mobilfunkmarktes durch die Discountanbieter
ER -
TY - JOUR
AB - Experience goods are characterised by information asymmetry and a lack of ex ante knowledge of product quality, such that reliable external signals of quality are likely to be highly valued. Two potentially credible sources of such information are reviews from professional critics and ‘word of mouth’ from other consumers. This paper makes a direct comparison between the relative influences and interactions of reviews from both of these sources on the sales performance of video game software. In order to empirically estimate and separate the effects of the two signals, we analyze a sample of 1480 video games and their sales figures between 2004 and 2010. We find evidence to suggest that even after taking steps to control for endogeneity, reviews from professional critics have a significantly positive influence on sales which outweighs that from consumer reviews. We also find evidence to suggest that reviews from professional critics also interact significantly with other signals of product quality. Consequently, we contend that professional critics adopt the role of an influencer, whereas word-of-mouth opinion acts more as a predictor of sales in the market for video games.
AU - Cox, Joe
AU - Kaimann, Daniel
ID - 288
IS - 6
JF - Journal of Consumer Behaviour
TI - How do reviews from professional critics interact with other signals of product quality? Evidence from the video game industry
VL - 14
ER -
TY - GEN
AB - The intention of "doing good for society" is regarded to be a crucial motivator for employees in the public sector in order for them to perform well. Recent research in the public sector literature calls for a deeper understanding of how this specific public service motivation (PSM) is shaped. In our paper, we analyze how different degrees of inclusion in the public sector impact PSM. We also investigate how prospects of employment relations (fixed-term versus permanent contracts), temporal differences (part-time versus full-time employment), and actual jobs (core versus subsidiary jobs) moderate PSM in public service. Our findings show that aspects of PSM are affected by these employment characteristics in various ways, suggesting that the factors influencing PSM are multifaceted and that actual employment conditions have to be taken into consideration when assessing PSM.
AU - Grund, Christian
AU - Thommes, Kirsten
ID - 21131
TI - Disentangling the Role of Contract Types and Sector Disparities for Public Service Motivation
ER -
TY - GEN
AB - In organizations, some team members are assigned to a team for a predefined short period of time, e.g., as they have a temporary contract, while others are permanent members of the same team. In a laboratory experiment we analyze the cooperation levels resulting from diverse teams, where some team members remain with a team and others are switching teams. Our results reveal that teams consisting partly of members with temporary membership display a lower productivity compared to teams of permanent team members only. First, temporary team members cooperate less than permanent team members. Second, individual effort decisions increase with the number of team mates who are of the same type. This second effect holds for both temps and permanents. We argue that social identity is affected by team composition and the individuals' role in a team.
AU - Grund, Christian
AU - Harbring, Christine
AU - Thommes, Kirsten
ID - 21132
TI - Cooperation in Diverse Teams: The Role of Temporary Group Membership
ER -
TY - JOUR
AB - We investigate the pervasiveness of lying in professional contexts such as insurance fraud, tax evasion and untrue job applications. We argue that lying in professional contexts share three characterizing features: (1) the gain from the dishonest behavior is uncertain, (2) the harm that lying may cause to the other party is only indirect and (3) lies are more indirect lies by action or written statements. Conducted as a field experiment with a heterogenous group of participants during a University ‘‘Open House Day’’, our ‘‘gumball-machineexperiment’’ provides field evidence on how preferences for lying are shaped in situations typically found in professional contexts which we consider to be particularly prone to lying behavior compared to other contexts. As a key innovation, our experimental design allows measuring exact levels of cheating behavior under anonymous conditions. We find clean evidence that cheating is prevalent across all sub groups and that more than 32% of the population cheats for their own gain. However, an analysis of the cheating rates with respect to highest educational degree and professional status reveals that students cheat more than non-students. This finding warrants a careful interpretation of generalizing laboratory findings with student subjects about the prevalence of cheating in the population.
AU - Fahr, Rene
AU - Mir Djawadi, Behnud
ID - 228
JF - Journal of Economic Psychology
TI - “…and they are really lying”: Clean Evidence on the Pervasiveness of Cheating in Professional Contexts from a Field Experiment.
ER -
TY - CONF
AU - Eggert, A
AU - Steinhoff, L
AU - Witte, C
ID - 7722
T2 - 2015 AMA Summer Marketing Educators' Conference Proceedings
TI - You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty
ER -
TY - CONF
AU - Cramer, C
AU - Böhm, E
AU - Eggert, A
ID - 7723
T2 - Proceedings of the 44th European Marketing Academy (EMAC) Conference
TI - Stock Market Reactions to Business Service Outsourcing in Manufacturing Firms
ER -
TY - CONF
AU - Feider, L
AU - Garnefeld, I
AU - Böhm, E
ID - 7724
T2 - Proceedings of the 44th European Marketing Academy (EMAC) Conference
TI - Threatening customers not to return – An effective strategy for online retailers?
ER -
TY - JOUR
AB - Purpose
– The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback.
Design/methodology/approach
– This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues.
Findings
– We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models.
Originality/value
– Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.
AU - Wünderlich, Nancy
AU - Heinonen, Kristina
AU - Ostrom, Amy L
AU - Patricio, Lia
AU - Sousa, Rui
AU - Voss, Chris
AU - Lemmink, Jos
ID - 5701
IS - 6/7
JF - Journal of Services Marketing
KW - Connected services
KW - Intelligent object
KW - New service type
KW - Smart services
TI - Futurizing” Smart Service: Implications for Service Researchers and Managers.
VL - 29
ER -
TY - JOUR
AB - 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.
AU - Gustafsson, Anders
AU - Aksoy, Lerzan
AU - Brady, Michael K
AU - McColl-Kennedy, Janet R
AU - Sirianni, Nancy J
AU - Witell, Lars
AU - Wünderlich, Nancy
ID - 5703
IS - 6/7
JF - Journal of Services Marketing
KW - Relevance
KW - Service technology
KW - Service innovation
KW - Customer experience
KW - Rigor
KW - Service outcomes
TI - Conducting Service Research that Matters.
VL - 29
ER -
TY - JOUR
AB - 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.
AU - Scherer, Anne
AU - Wünderlich, Nancy
AU - Von Wangenheim, Florian
ID - 5704
IS - 1
JF - MIS Quarterly
KW - customer defection
KW - customer retention
KW - e-service
KW - longitudinal
KW - Self-service
KW - value-in-context
SN - 0276-7783.
TI - The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.
VL - 39
ER -
TY - JOUR
AB - 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.
AU - Breugelmans, Els
AU - Bijmolt, Tammo H A
AU - Zhang, Jie
AU - Basso, Leonardo J
AU - Dorotic, Matilda
AU - Kopalle, Praveen
AU - Minnema, Alec
AU - Mijnlieff, Willem Jan
AU - Wünderlich, Nancy
ID - 5705
IS - 2
JF - Marketing Letters
KW - Loyalty programs
KW - Loyalty program design
KW - Loyalty program performance assessment
KW - Emerging trends
KW - Partnership loyalty programs
KW - Customer relationship management
TI - Advancing Research on Loyalty Programs: A Future Research Agenda.
VL - 26
ER -
TY - JOUR
AU - Eggert, Andreas
AU - Steinhoff, Lena
AU - Garnefeld, Ina
ID - 4847
IS - 2
JF - Journal of Service Research
TI - Managing the bright and dark sides of status endowment in hierarchical loyalty programs
VL - 18
ER -
TY - JOUR
AU - Terho, Harri
AU - Eggert, Andreas
AU - Haas, Alexander
AU - Ulaga, Wolfgang
ID - 4848
JF - Industrial Marketing Management
TI - How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling
ER -
TY - JOUR
AU - Eggert, Andreas
AU - Thiesbrummel, Christoph
AU - Deutscher, Christian
ID - 4849
JF - Industrial Marketing Management
TI - Heading for new shores: Do service and hybrid innovations outperform product innovations in industrial companies?
ER -
TY - JOUR
AU - Djawadi, Behnud Mir
AU - Fahr, René
ID - 4871
JF - Journal of Economic Psychology
TI - "...and they are really lying: Clean Evidence on the Pervasiveness of Cheating in Professional Contexts from a Field Experiment"
VL - 48
ER -
TY - CHAP
AU - Eggert, Andreas
AU - Haas, Alexander
AU - Ulaga, Wolfgang
AU - Terho, Harri
ID - 4943
SN - 9783834946805
T2 - Handbuch Business-to-Business-Marketing
TI - Wertbasiertes Verkaufen auf Industriegütermärkten
ER -
TY - JOUR
AU - Grund, Christian
AU - Harbring, Christine
AU - Thommes, Kirsten
ID - 4968
JF - Economics Letters
TI - Public good provision in blended groups of partners and strangers
ER -