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 -
TY - JOUR
AU - Li, C
AU - Parboteeah, P
ID - 5457
IS - 3
JF - Journal of World Business
TI - The effect of culture on the responsiveness of firms to mimetic forces: Imitative foreign joint venture entries into China, 1985–2003.
VL - 50
ER -
TY - JOUR
AU - Schneid, M
AU - Isidor, R
AU - Li, C
AU - Kabst, Rüdiger
ID - 5458
IS - 6
JF - International Journal of Human Resource Management.
TI - The influence of cultural context on the relationship between gender diversity and team performance: A meta-analysis.
VL - 26
ER -
TY - CONF
AU - Feider, L.
AU - Garnefeld, I.
AU - Böhm, Eva
ID - 46686
T2 - 44th EMAC Annual Conference, Leuven
TI - Threatening customers not to return – An effective strategy for online retailers?
ER -
TY - CONF
AU - Eggert, A.
AU - Böhm, Eva
AU - Cramer, C.
ID - 46688
T2 - 2015 AMA Winter Academic Conference, San Antonio, TX
TI - Stock market reactions to customer service outsourcing in manufacturing firms
ER -
TY - CONF
AU - Böhm, Eva
AU - Eggert, A.
AU - Terho, H.
AU - Ulaga, W.
AU - Haas, A.
ID - 46687
T2 - 2015 AMA Winter Academic Conference, San Antonio, TX
TI - Recognizing value creation opportunities in business markets
ER -
TY - CONF
AU - Eggert, A.
AU - Böhm, Eva
AU - Cramer, C.
ID - 46685
T2 - 44th EMAC Annual Conference, Leuven
TI - Stock market reactions to business service outsourcing in manufacturing firms
ER -
TY - JOUR
AU - Iseke, Anja
AU - Kocks, Birgit
AU - Schneider, Martin
AU - Schulze-Bentrop, Conrad
ID - 4959
IS - 1
JF - R\&D Management
TI - Cross-cutting organizational and demographic divides and the performance of research and development teams: two wrongs can make a right
ER -
TY - JOUR
AU - Eggert, A.
AU - Steinhoff, Lena
AU - Garnefeld, I.
ID - 45733
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 - CONF
AU - Eggert, A.
AU - Steinhoff, Lena
AU - Witte, C.
ID - 45748
T2 - 2015 AMA Summer Marketing Educators’ Conference Proceedings, Chicago
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 - GEN
AB - Customers continuously evaluate the credibility and reliability of a range of signals both separately and jointly. However, existing econometric studies pay insufficient attention to the interactions and complex combinations of these signals, and are typically limited as a result of difficulties controlling for multicollinearity and endogeneity in their data. We develop a novel theoretical approach to address these issues and study different signaling effects (i.e., word-of-mouth, brand reputation, and distribution strategy) on customer perceptions. Using data on the US video games market, we apply a fuzzy set qualitative comparative analysis (fsQCA) to account for cause-effect relationships. The results of our study address a number of key issues in the economics and management literature. First, our results support the contention that reviews from professional critics act as a signal of product quality and therefore positively influence unit sales, as do the discriminatory effects of prices and restricted age ratings. Second, we find evidence to support the use of brand extension strategies as marketing tools that create spillover effects and support the launch of new products.
AU - Kaimann, Daniel
AU - Cox, Joe
ID - 350
TI - The Interaction of Signals: A Fuzzy set Analysis of the Video Game Industry
ER -
TY - THES
AU - Scheel, Friedrich
ID - 352
TI - The Economics of Individual Behavior in Competitive Environments: Empirical Evidence from Real-Life Tournaments
ER -
TY - GEN
AU - Rötzmeier-Keuper, Julia
AU - Wünderlich, Nancy
ID - 3538
T2 - Proceedings of the 39th Annual Macromarketing Conference
TI - Customer collectives in healthcare: The transformative potential of service to overcome consumer vulnerability
ER -
TY - GEN
AU - Rötzmeier-Keuper, Julia
AU - Wünderlich, Nancy
ID - 3541
T2 - Proceedings of the AMA SERVSIG International Service Research Conference
TI - Interdependent Relationships Between and among Service Providers and Customer Collectives.
ER -
TY - CONF
AU - Eggert, A
AU - Böhm, E
AU - Cramer, C
ID - 7725
T2 - 2015 AMA Winter Marketing Educators’ Conference Proceedings
TI - Stock Market Reactions to Customer Service Outsourcing in Manufacturing Firms
ER -
TY - CONF
AU - Kanuri, V
AU - Münkhoff, E
AU - Scheer, L. K
ID - 7727
T2 - ISBM 2014 Academic Conference
TI - Service transition versus service infusion: Different pathways to success for service-oriented manufacturers?
ER -
TY - CONF
AU - Eggert, A
AU - Haas, A
AU - Terho, H
AU - Ulaga, W
AU - Münkhoff, E
ID - 7728
T2 - ISBM 2014 Academic Conference
TI - Selling value in business markets: Why a powerful idea often fails
ER -
TY - CONF
AU - Ritter, T
AU - Eggert, A
AU - Münkhoff, E
AU - Ulaga, W
ID - 7729
T2 - ISBM 2014 Academic Conference
TI - The corporate marketing department - Between value and vanish
ER -
TY - CONF
AU - Eggert, A
AU - Münkhoff, E
AU - Thiesbrummel, C
ID - 7730
T2 - Proceedings of the 43rd European Marketing Academy (EMAC) Conference
TI - Service transition: A viable option for manufacturing companies with declining financial performance?
ER -
TY - CONF
AU - Terho, H
AU - Eggert, A
AU - Ulaga, W
AU - Haas, A
ID - 7731
T2 - 2014 AMA Winter Marketing Educators’ Proceedings
TI - Overcoming Roadblocks to Value-Based Selling: Aligning Organizational Support With Sales Force Activities
ER -
TY - JOUR
AB - Coalition loyalty programs are on the rise, yet few studies investigate the impact of service failures in such programs. Using data from a retail context, the authors show that a program partner deemed responsible for a service failure suffers negative customer responses. However, customers’ perceptions of the benefits of the coalition loyalty program buffer these consequences. Perhaps most importantly, when customers perceive the program's special treatment benefits as low, direct and indirect spillover effects occur, such that a service failure by one program partner has a negative effect on customer loyalty toward the program itself.
AU - Schumann, Jan H
AU - Wünderlich, Nancy
AU - Evanschitzky, Heiner
ID - 5714
IS - 1
JF - Journal of Retailing
KW - Service failure
KW - Spillover effects
KW - Buffering effect
KW - Coalition loyalty program
TI - Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.
VL - 90
ER -
TY - JOUR
AB - BackgroundMedical nonpersistence is a worldwide problem of striking magnitude. Although many fields of studies including epidemiology, sociology, and psychology try to identify determinants for medical nonpersistence, comprehensive research to explain medical nonpersistence from an economics perspective is rather scarce.ObjectivesThe aim of the study was to develop a conceptual framework that augments standard economic choice theory with psychological concepts of behavioral economics to understand how patients’ preferences for discontinuing with therapy arise over the course of the medical treatment. The availability of such a framework allows the targeted design of mechanisms for intervention strategies.MethodsOur conceptual framework models the patient as an active economic agent who evaluates the benefits and costs for continuing with therapy. We argue that a combination of loss aversion and mental accounting operations explains why patients discontinue with therapy at a specific point in time. We designed a randomized laboratory economic experiment with a student subject pool to investigate the behavioral predictions.ResultsSubjects continue with therapy as long as experienced utility losses have to be compensated. As soon as previous losses are evened out, subjects perceive the marginal benefit of persistence lower than in the beginning of the treatment. Consequently, subjects start to discontinue with therapy.ConclusionsOur results highlight that concepts of behavioral economics capture the dynamic structure of medical nonpersistence better than does standard economic choice theory. We recommend that behavioral economics should be a mandatory part of the development of possible intervention strategies aimed at improving patients’ compliance and persistence behavior.
AU - Mir Djawadi, Behnud
AU - Fahr, Rene
AU - Turk, Florian
ID - 444
IS - 8
JF - Value in Health
TI - Conceptual Model and Economic Experiments to Explain Nonpersistence and Enable Mechanism Designs Fosterin Behavioral Change
ER -
TY - JOUR
AU - Eggert, Andreas
AU - Hogreve, Jens
AU - Ulaga, Wolfgang
AU - Muenkhoff, Eva
ID - 4850
IS - 1
JF - Journal of Service Research
TI - Revenue and profit implications of industrial service strategies
ER -
TY - JOUR
AU - Djawadi, Behnud Mir
AU - Fahr, Rene
AU - Turk, Florian
ID - 4872
IS - 8
JF - Value in Health
TI - "Conceptual Model and Economic Experiments to Explain Nonpersistence and Enable Mechanism Designs Fosterin Behavioral Change"
VL - 17
ER -
TY - GEN
AU - Janssen, Elmar
AU - Fahr, Rene
ID - 4922
TI - The Wage Effects of Social Norms-Evidence of Deviations from Peers' Body Mass in Europe
ER -
TY - JOUR
AU - Thommes, Kirsten
AU - Faure, Michael
AU - Heine, Klaus
ID - 4970
JF - Colum. J. Eur. L.
TI - The internal market and the consumer: what consumers actually choose
ER -
TY - JOUR
AU - Thommes, Kirsten
AU - Akkerman, Agnes
AU - Torenvlied, Ren{\'e}
AU - Born, Marieke
ID - 4971
IS - 4
JF - Industrial relations journal
TI - The dark side of solidarity: social norms and social relations in the aftermath of strikes
ER -
TY - JOUR
AU - Schneider, M
AU - Eggert, A
ID - 7426
IS - 1
JF - Journal of Business Market Management
TI - Embracing complex causality with the QCA method: An invitation
VL - 7
ER -
TY - JOUR
AU - Eggert, A
AU - Thiesbrummel, C
AU - Deutscher, C
ID - 7428
IS - 3
JF - Journal of Business Market Management
TI - Differential effects of product and service innovations on the financial performance of industrial firms
VL - 7
ER -
TY - BOOK
ED - Steinhoff, Lena
ID - 7435
TI - Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse
ER -
TY - THES
AB - The present thesis investigates the prevalence of and the reasons for hiring discrimination against women and ethnic Turks in the German labor market. Subsequent to a discussion of how to reveal discrimination, the literature on wage and employment differences inside and outside the German labor market is reviewed. Afterwards, different (economic) theories explaining inequalities in labor markets are presented. In the empirical analyses a field experiment - the so called correspondence testing - is conducted where matched pairs of (fictitious) male and female as well as German-named and Turkish-named applicants respond to, respectively, 656 and 608 (real) apprenticeship offers in predominantly male-dominated jobs. Descriptive results and econometric analyses using probit regressions on various model specifications indicate that the female applicant has a 19 percent lower callback probability compared to her male counterpart. However, differential treatment is both job- and firm-type driven. While callback rates are not statistically different from zero in female-dominated and “gender-neutral” occupations, they prevail in jobs where men are overrepresented. Furthermore, discrimination is restricted to late recruiters, i.e., companies that advertise their vacancies right before the apprenticeship is supposed to start. Similar conclusions can be drawn from the study investigating ethnic discrimination. The 32 percent lower callback probability of the Turkish-named applicant decreases if early rather than late recruiters are addressed. Apart from that, comparing response and callback rates to the candidates using different experimental designs, i.e., sending out single versus pairs of applications, yields no statistically significant differences demonstrating the unbiasedness of the correspondence approach.
AU - Kolle, Andre
ID - 419
TI - Gender and ethnic discrimination in hiring : evidence from field experiments in the German labor market
ER -