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 - TY - JOUR AU - Thommes, Kirsten AU - Vyrastekova, Jana AU - Akkerman, Agnes ID - 4969 JF - Journal of Behavioral and Experimental Economics TI - Behavioral spillovers from freeriding in multilevel interactions ER - TY - CHAP AU - Fahr, Rene AU - Foit, Dörte ED - Becker, W. ED - Ulrich, P. ID - 5106 T2 - BWL im Mittelstand - Grundlagen-Besonderheiten-Entwicklungen" TI - Kleine Unternehmen - kleine Verantwortung? Theorie und Praxis unternehmerischer Verantwortung im Mittelstand ER - TY - JOUR AU - Thommes, Kirsten AU - Oertel, Simon ID - 5153 JF - Scandinavian Management Journal TI - History as a Source of Competitive Advantages VL - 31 ER - TY - JOUR AU - Wehner, M C AU - Schwens, C AU - Kabst, Rüdiger ID - 5445 JF - Journal of Business Economics. TI - Individual-Level Experience and Organizational-Level Absorptive Capacity: The Special Case of International New Ventures. ER - TY - JOUR AU - Hütt, P AU - Baum, M AU - Schwens, C AU - Kabst, Rüdiger ID - 5449 JF - International Business Review. TI - Foreign Direct Investment Location Choice of Small- and Medium-Sized Enterprises: The Risk of Value Erosion of Firm-Specific Resources. ER - TY - JOUR AU - Wolf, S AU - Weißenberger, B E AU - Wehner, M C AU - Kabst, Rüdiger ID - 5451 JF - Journal of Accounting & Organizational Change. TI - Controllers as Business Partners in Managerial Decision-Making: Attitude, Subjective Norm, and Internal Improvements. ER - TY - JOUR AU - Isidor, R AU - Schwens, C AU - Kabst, Rüdiger ID - 5452 JF - International Journal of Human Resources Development and Management. TI - Interim Management Utilization, Firm Flexibility and its Impact on Firm Performance. ER - TY - JOUR AU - Baum, M AU - Schäfer, M AU - Kabst, Rüdiger ID - 5454 JF - Human Resource Management. TI - Modeling the Impact of Advertisement-Image Congruity on Applicant Attraction. ER - TY - JOUR AU - Baum, M AU - Kabst, Rüdiger ID - 5455 JF - Human Resource Management (HRM). TI - The effectiveness of recruitment advertisement and recruitment websites: Indirect and interactive effects on applicant attraction. ER - TY - JOUR AU - Wehner, M C AU - Giardini, A AU - Kabst, Rüdiger ID - 5456 JF - Human Resource Management. TI - Recruitment Process Outsourcing and Applicant Reactions: When Does Image Make a Difference? ER -