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 - TY - THES AU - Kaimann, Daniel ID - 440 TI - Decision Making under Asymmetric Information in Markets for Experience Goods: Empirical Evidence of Signaling Effects on Consumer Perceptions ER - TY - GEN AU - Fahr, Rene AU - Janssen, Elmar A. AU - Sureth-Sloane, Caren ID - 5036 TI - Can Tax Rate Increases Foster Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment VL - 166 ER - TY - GEN AU - Fahr, Rene ID - 5142 T2 - Theologie und Glaube TI - Vom Wollen und Können ethischen Entscheidens VL - 104 ER - TY - BOOK AU - Fahr, Rene ID - 5147 TI - Verantwortungsvolles Handeln in Unternehmen. Die Rolle von kognitiven Verzerrungen und Selbsttäuschung bei ethischen Entscheidungen ER - TY - CHAP AU - Akkerman, Agnes AU - Torenvlied, Ren{\'e} AU - Lehr, Alex AU - Thommes, Kirsten ID - 5164 T2 - Social conflict within and between groups TI - Contagious conflict: spill-over effects of labor conflict between and within organizations ER - TY - BOOK AU - Thommes, Kirsten AU - Walgenbach, Peter AU - Oertel, Simon ID - 5167 TI - Die Rechte von Arbeitnehmervertretern in Ost- und Westeuropa - Einheitseuropa oder Zweiklassengesellschaft? ER - TY - JOUR AU - Zapkau, F B AU - Schwens, C AU - Kabst, Rüdiger ID - 5444 JF - Journal of Small Business Management. TI - The Role of prior Entrepreneurial Exposure in the Entrepreneurial Process: A Review and Future Research Implications. ER - TY - JOUR AU - Vogt, S AU - Förster, B AU - Kabst, Rüdiger ID - 5460 IS - 3 JF - International Journal of Public Administration in the Digital Age. TI - Social media and e-participation: Challenges of social media for managing public projects. VL - 1 ER - TY - JOUR AU - Zapkau, F B AU - Schwens, C AU - Kabst, Rüdiger ID - 5461 IS - 3 JF - Journal of Small Business Management (JSBM). TI - Foreign Direct Investments and domestic employment of German SMEs: The moderating effect of owner-management. VL - 52 ER - TY - JOUR AU - Isidor, R AU - Steinmetz, Holger AU - Schwens, C AU - Kabst, Rüdiger ID - 5462 IS - 2 JF - International Journal of Strategic Business Alliances. TI - Linking Transaction Cost and Social Exchange Theory to Explain Strategic Alliance Performance: A Meta-Analytic Structural Equation Model. VL - 3 ER - TY - JOUR AU - Strohmeier, S AU - Kabst, Rüdiger ID - 5463 IS - 4 JF - Employee Relations. TI - Configurations of e-HRM - An Empirical Exploration. VL - 36 ER - TY - JOUR AU - Schnedler, Wendelin AU - Vanberg, Christoph ID - 5778 JF - European Economic Review TI - Playing hard to get: an economic rationale for crowding out of intrinsically motivated behavior ER - TY - CONF AU - Eggert, A. AU - Münkhoff, Eva AU - Thiesbrummel, C. ID - 46695 T2 - 43rd EMAC Annual Conference, Valencia TI - Service transition: A viable option for manufacturing companies with declining financial performance? ER - TY - CONF AU - Kanuri, V. AU - Münkhoff, Eva AU - Scheer, L. K. ID - 46692 T2 - ISBM 2014 Academic Conference, San Francisco, CA TI - Service transition versus service infusion: Different pathways to success for service-oriented manufacturers? ER - TY - CONF AU - Münkhoff, Eva AU - Eggert, A. AU - Terho, H. AU - Haas, A. AU - Ulaga, W. ID - 46693 T2 - ISBM 2014 Academic Conference, San Francisco, CA TI - Salespersons’ solution crafting capability: A knowledge-based perspective ER - TY - CONF AU - Eggert, A. AU - Haas, A. AU - Terho, H. AU - Ulaga, W. AU - Münkhoff, Eva ID - 46694 T2 - ISBM 2014 Academic Conference, San Francisco, CA TI - Selling value in business markets: Why a powerful idea often fails ER - TY - JOUR AB - In many business markets, manufacturers seek service-led growth to secure their existing positions and continue to grow in increasingly competitive environments. Using longitudinal data from 513 German mechanical engineering companies and latent growth curve modeling, this study offers a fine-grained view of the financial performance implications of industrial service strategies. By disentangling the revenue and profit implications of industrial service strategies, findings reveal that such strategies increase both the level and the growth of manufacturing firms’ revenue streams. In contrast, they reduce the level but improve the growth of manufacturers’ profits. Results further suggest that services supporting the clients’ actions (SSC) and services supporting the supplier’s product (SSP) affect performance outcomes in different ways. SSCs directly affect revenue and profit streams. In turn, SSPs display only indirect effects on financial performance mediated through SSCs. A moderator analysis identifies two organizational contingencies that facilitate service business success: Only companies with decentralized decision-making processes and a high share of loyal customers can expect favorable financial results from industrial service strategies. In summary, this research provides significant insights and managerial guidance for turning service strategies into financial successes. AU - Eggert, Andreas AU - Hogreve, Jens AU - Ulaga, Wolfgang AU - Münkhoff, Eva ID - 41341 IS - 1 JF - Journal of Service Research KW - Organizational Behavior and Human Resource Management KW - Sociology and Political Science KW - Information Systems SN - 1094-6705 TI - Revenue and Profit Implications of Industrial Service Strategies VL - 17 ER - TY - JOUR AU - Schneider, Martin AU - Eggert, Andreas ID - 4958 IS - 1 JF - Journal of Business Market Management TI - Embracing complex causality with the QCA method: An invitation ER - TY - JOUR AU - Wozny, Caroline AU - Schneider, Martin ID - 4957 IS - 2 JF - Socio-Economic Review TI - A matter of degree: the continuing training gap for women in Europe ER - TY - BOOK AU - Steinhoff, Lena ID - 45719 TI - Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse ER - TY - CHAP AU - Eggert, A. AU - Garnefeld, I. AU - Steinhoff, Lena ED - Geyer-Schulz, A. ED - Meyer-Waarden, L. ID - 45735 T2 - Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1) TI - How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs? ER - TY - CHAP AU - Steinhoff, Lena AU - Palmatier, R. W. ED - Geyer-Schulz, A. ED - Meyer-Waarden, L. ID - 45736 T2 - Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1) TI - Three Perspectives for Making Loyalty Programs More Effective ER - TY - GEN AU - Henderson, C. M. AU - Steinhoff, Lena AU - Palmatier, R. W. ID - 45755 TI - Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series. ER - TY - GEN AU - Oertel, Simon AU - Thommes, Kirsten AU - Walgenbach, Peter ED - Atinc, Guclu ID - 21133 SN - 0065-0668 T2 - Academy of Management Annual Meeting Proceedings TI - Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations ER - TY - CONF AU - Eggert, A AU - Thiesbrummel, C AU - Deutscher, C ID - 7732 T2 - Proceedings of the 20th International Product Development Management Conference TI - Can service innovations substitute or complement product innovations? The case of German industrial firms ER - TY - CONF AU - Eggert, A AU - Ulaga, W AU - Steiner, M AU - Backhaus, K ID - 7733 T2 - Proceedings of the 42nd European Marketing Academy (EMAC) Conference TI - Increasing Customers' Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats ER - TY - CONF AU - Garnefeld, I AU - Münkhoff, E AU - Raum, K ID - 7734 T2 - Proceedings of the 42nd European Marketing Academy (EMAC) Conference TI - Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? ER - TY - CONF AU - Münkhoff, E AU - Garnefeld, I AU - Bruns, A ID - 7735 T2 - roceedings of the 42nd European Marketing Academy (EMAC) Conference TI - How to prolong a sales promotion – Ex-post time extension versus reframing ER - TY - CONF AU - Posner , T AU - Garnefeld, I AU - Eggert, A ID - 7736 T2 - Proceedings of the 42nd European Marketing Academy (EMAC) Conference TI - Creating Emotional Brand Attachment through the Salesperson's Brand-Consistent Behavior ER - TY - CONF AU - Steinhoff, L AU - Palmatier, R. W ID - 7737 T2 - Proceedings of the 42nd European Marketing Academy (EMAC) Conference TI - The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance ER - TY - CONF AU - Eggert, A AU - Thiesbrummel, C AU - Deutscher, C ID - 7738 T2 - 2013 AMA Winter Marketing Educators' Proceedings TI - Exploring differential effects of product and service innovations on industrial firms’ financial performance ER - TY - JOUR AB - Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded technology itself. The authors’ foundational Delphi study confirms smart interactive services (e.g., remote diagnosis, remote repair of equipment, and telemedicine) are a rapidly growing innovation category across industries. Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms. AU - Wünderlich, Nancy AU - Wangenheim, Florian V AU - Bitner, Mary Jo ID - 5715 IS - 1 JF - Journal of Service Research KW - service technology KW - technology-mediated service KW - service counterpart KW - smart service KW - remote service KW - technology adoption TI - High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. VL - 16 ER - TY - JOUR AU - Kabst, Rüdiger AU - Wehner, M C ID - 6101 IS - 4 JF - PERSONALquartely TI - Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten VL - 65 ER - TY - CHAP AU - Weber, P AU - Kabst, Rüdiger ED - Hill, Hermann ID - 6147 T2 - Verwaltungskommunikation - Wissenschaftliche Analyse und praktische Beispiele TI - Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung ER - TY - CONF AU - Weber, H AU - Wehner, M AU - Kabst, Rüdiger ID - 6271 TI - Institutional Determinants of Work-Family Practices: An International Comparative Examination. ER - TY - CONF AU - Golubovic, S AU - Wehner, M AU - Baum, M AU - Kabst, Rüdiger ID - 6272 TI - HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden? ER - TY - CONF AU - Isidor, R AU - Wehner, M AU - Li, C AU - Kabst, Rüdiger ID - 6274 TI - Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany ER - TY - JOUR AB - Although of considerable practical importance, the separate impact of individual and collective reputation on firm performance (e.g. product prices) has not yet been convincingly demonstrated. We use a sample of some 70 different wineries offering more than 1,300 different Riesling wines from the Mosel valley to isolate the returns to individual reputation (measured by expert ratings in a highly respected wine guide) from the returns to collective reputation (measured by membership in two different professional associations where members are assumed to monitor each other very closely). We find that both effects are statistically significant and economically relevant with the latter being more important in quantitative terms than the former. AU - Frick, Bernd AU - Simmons, Robert ID - 480 IS - 2 JF - Journal of Business Economics TI - The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley VL - 83 ER - TY - JOUR AU - Garnefeld, Ina AU - Eggert, Andreas AU - Helm, Sabrina V AU - Tax, Stephen S ID - 4851 IS - 4 JF - Journal of Marketing TI - Growing existing customers' revenue streams through customer referral programs ER - TY - JOUR AU - Haas, Alexander AU - Eggert, Andreas AU - Terho, Harri AU - Ulaga, Wolfgang ID - 4852 IS - 4 JF - Marketing Review St. Gallen TI - Erfolgsfaktor Value-Based Selling—Verkaufen, wenn Kundenorientierung nicht zum Erfolg führt ER - TY - JOUR AU - St{\, Susi AU - Fahr, Rene ID - 4880 IS - 19 JF - Applied Economics TI - Individual determinants of work attendance: Evidence on the role of personality ER - TY - BOOK AU - Zimmermann, Klaus F AU - Bauer, Thomas K AU - Bonin, Holger AU - Fahr, Rene AU - Hinte, Holger ID - 4911 TI - Arbeitskräftebedarf bei hoher Arbeitslosigkeit: ein ökonomisches Zuwanderungskonzept für Deutschland ER - TY - GEN AU - Mir Djawadi, Behnud AU - Fahr, Rene ID - 4915 TI - The impact of risk perception and risk attitudes on corrupt behavior: Evidence from a petty corruption experiment ER - TY - CONF AU - Oertel, Simon AU - Thommes, Kirsten AU - Walgenbach, Peter ID - 4991 IS - 1 T2 - Academy of Management Proceedings TI - Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations ER - TY - CONF AU - Thommes, Kirsten AU - Akkerman, Agnes AU - Vyrastekova, Jana ID - 4992 IS - 1 T2 - Academy of Management Proceedings TI - The after effects of strikes on team collaboration-experimental evidence ER - TY - JOUR AU - Garnefeld, Ina AU - Steinhoff, Lena ID - 7429 IS - 1 JF - Journal of Service Management TI - Primacy versus Recency Effects in Extended Service Encounters VL - 24 ER - TY - BOOK ED - Münkhoff, Eva ID - 7437 TI - Umsatz- und Profitabilitätsauswirkungen industrieller Dienstleistungen – Eine latente Wachstumskurvenanalyse ER - TY - JOUR AU - Bauhoff, Frauke AU - Schneider, Martin ID - 3979 JF - Industrielle Beziehungen/The German Journal of Industrial Relations TI - „Sekretärin des Vorstandes“ gesucht: Stellenanzeigen und die expressive Funktion des AGG ER - TY - JOUR AU - Baum, M AU - Schwens, C AU - Kabst, Rüdiger ID - 5464 IS - 5 JF - International Small Business Journal (ISBJ). TI - International as Opposed to Domestic New Venturing: The Moderating Role of Perceived Barriers to Internationalization. VL - 31 ER - TY - JOUR AU - Baum, M AU - Kabst, Rüdiger ID - 5465 IS - 7 JF - International Journal of Human Resource Management (IJHRM). TI - Conjoint implications on job preferences: The moderating role of involvement. VL - 24 ER -