TY - CONF AU - Purrmann, Maren AU - Wünderlich, Nancy ID - 4952 T2 - Proceedings of the 2018 Frontiers in Service Conference TI - Managing Collaborative Consumption Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers and Peer Providers ER - TY - JOUR AU - Grund, Christian AU - Harbring, Christine AU - Thommes, Kirsten ID - 4965 JF - Journal of Economic Behavior \& Organization TI - Group (Re-) formation in public good games: The tale of the bad apple? ER - TY - JOUR AU - Thommes, Kirsten AU - Akkerman, Agnes ID - 4990 IS - 1/2 JF - Team Performance Management: An International Journal TI - Clean up your network: how a strike changed the social networks of a working team ER - TY - JOUR AB - We analysed the self-representation of twelve watchmaking firms located in a cluster in East Germany to understand how they apply rhetorical history to craft their identity. The findings show that there are common elements of rhetorical history that help organizations craft their identity, but there are also differences based on each firm’s historical background. While some firms specifically relate their identity to their own history, others mainly employ cluster-level history, while still others may even self-construct fictional historical roots. By discussing these findings, we contribute to a better understanding of how an organization’s identity is crafted and how history is utilized in such identity creation. AU - Oertel, Simon AU - Thommes, Kirsten ID - 8537 IS - 12 JF - Organization Studies TI - History as a source of organizational identity creation VL - 39 ER - TY - JOUR AU - Garnefeld, Ina AU - Boehm, Eva AU - Klimke, Lena AU - Oestreich, Andrea ID - 5001 IS - 6 JF - Journal of the Academy of Marketing Science TI - I thought it was over, but now it is back: customer reactions to ex post time extensions of sales promotions VL - 46 ER - TY - JOUR AU - Li, C AU - Dau, L A AU - Kabst, Rüdiger ID - 5434 JF - Entrepreneurship Theory and Practice. TI - The more the merrier? Immigrant share and entrepreneurial activities. ER - TY - JOUR AU - Li, C AU - Brodbeck, F C AU - Shenkar, O AU - Ponzi, L J AU - Fischer, J ID - 5435 JF - Strategic Management Journal. TI - Embracing the foreign: Cultural attractiveness and international strategy. ER - TY - JOUR AU - Schneid, M AU - Isidor, R AU - Steinmetz, Holger AU - Kabst, Rüdiger ID - 5439 JF - Journal of Managerial Psychology. TI - Age Diversity and team outcomes: A quantitative review. ER - TY - JOUR AU - Isidor, R AU - Schwens, C AU - Hornung, F AU - Kabst, Rüdiger ID - 5441 JF - International Business Review (IBR). TI - The Impact of Structural and Attitudinal Antecedents on the Instability of International Joint Ventures: The Mediating Role of Asymmetrical Changes in Commitment. ER - TY - JOUR AU - Klonek, F AU - Isidor, R AU - Kauffeld, S ID - 5448 JF - Journal of Change Management. TI - Different Stages of Entrepreneurship: Lessons From the Transtheoretical Model of Change. ER - TY - JOUR AU - Schneid, M AU - Isidor, R AU - Schwens, C AU - Kabst, Rüdiger AU - Weber, I ID - 5450 JF - Die Betriebswirtschaft. TI - Der Einfluss bio-demographischer und fachlicher Diversität auf die Leistung von Teams: Eine Metaanalyse. ER - TY - CONF AU - Salonen, A AU - Terho, H AU - Boehm, E AU - Rajala, R AU - Virtanen, A ID - 5480 TI - Engaging a product-oriented salesforce in solution sales ER - TY - CONF AU - Salonen, A AU - Terho, H AU - Boehm, E AU - Rajala, R AU - Virtanen, A ID - 5481 TI - How to transform a product-focused salesforce to solution sales? ER - TY - JOUR AU - Stroh-Maraun, Nadja AU - Kaimann, Daniel AU - Cox, Joe ID - 1063 JF - Entertainment Computing TI - More than skills: A novel matching proposal for multiplayer video games VL - 25 ER - TY - JOUR AU - Kaimann, Daniel AU - Stroh-Maraun, Nadja AU - Cox, Joe ID - 1173 IS - 3 JF - Journal of Consumer Behaviour TI - A Duration Model Analysis of Consumer Preferences and Determinants of Video Game Consumption VL - 17 ER - TY - CHAP AB - Consultative participation of citizens in political decision-making processes has been increasing in order to facilitate democratic legitimacy and responsiveness. Consequently, participatory budgets have been established as a 'best practice' for consultative participation of citizens in political decision-making processes. The authors compare participatory budgets of 31 German municipalities. An analysis of differences between successfully and unsuccessfully rated participatory budgeting processes provides informative insights and allows for in-depth comparison on a municipal level. The authors show that external service providers and electronic participation channels significantly increase the number of participatory citizens and are positively connected with pursued objectives of dialog processes and public responsiveness as well as efficient and effective decisions. Furthermore, the acceptance of all participants proved to be a key factor for a successful public participation process. The authors' analysis opens up new starting points for further research. AU - Weber, Henriette I. AU - Vogt, Sebastian AU - Eberz-Weber, Lisa-Marie AU - Steinmetz, Holger AU - Wagner, Sascha A. AU - Walther, Falko AU - Weber, Patrick AU - Kabst, Rüdiger ID - 15270 SN - 9781522576693 T2 - Civic Engagement and Politics: Concepts, Methodologies, Tools, and Applications TI - Participatory Budgeting: Findings From Germany ER - TY - JOUR AU - Kaimann, Daniel AU - Stroh-Maraun, Nadja AU - Cox, Joe ID - 1031 IS - 3 JF - Managerial and Decision Economics SN - 0143-6570 TI - Variety in the video game industry: An empirical study of the Wundt curve VL - 39 ER - TY - CONF AU - Henkelmann, S. AU - Böhm, Eva AU - Cramer, C. AU - Eggert, A. ID - 46678 T2 - 2018 AMA Winter Academic Conference, New Orleans, FL TI - The bright and dark side of service quality signals: A contingency perspective ER - TY - CONF AU - Salonen, A. AU - Terho, H. AU - Böhm, Eva AU - Rajala, R. AU - Virtanen, A. ID - 46677 T2 - 47rd EMAC Annual Conference, Glasgow, UK TI - How to transform a product-focused salesforce to solution sales? ER - TY - CONF AU - Salonen, A. AU - Terho, H. AU - Böhm, Eva AU - Rajala, R. AU - Virtanen, A. ID - 46676 T2 - ISBM 2018 Academic Conference, Cambridge, MA TI - Engaging a product-oriented salesforce in solution sales ER - TY - JOUR AU - Garnefeld, Ina AU - Böhm, Eva AU - Klimke, Lena AU - Oestreich, Andrea ID - 41340 IS - 6 JF - Journal of the Academy of Marketing Science KW - Marketing KW - Economics and Econometrics KW - Business and International Management SN - 0092-0703 TI - I thought it was over, but now it is back: customer reactions to ex post time extensions of sales promotions VL - 46 ER - TY - CHAP AU - Eisele, Simon AU - Schneider, Martin ED - Engels, Gregor ED - Maier, Gunter ED - Steffen, Eckhard ID - 4946 SN - 3662528983 T2 - Handbuch Gestaltung digitaler und vernetzter Arbeitswelten TI - Personalwirtschaft ER - TY - CHAP AU - Schneider, Martin ED - Harteis, Christian ID - 4928 T2 - The Impact of Digitalization in the Workplace TI - Digitalization of Production, Human Capital, and Organizational Capital ER - TY - JOUR AU - Steinhoff, Lena AU - Witte, C. AU - Eggert, A. ID - 45731 IS - 2 JF - Journal of Service Management Research TI - Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement VL - 2 ER - TY - CONF AU - Steinhoff, Lena AU - Zondag, M. ID - 45745 T2 - 2018 Winter AMA Conference Proceedings, New Orleans TI - Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey ER - TY - CONF AU - Eggert, A. AU - Steinhoff, Lena AU - Witte, C. ID - 45744 T2 - 2018 Winter AMA Conference Proceedings, New Orleans TI - Are Gift Purchases an Effective Driver of Customer Loyalty? ER - TY - JOUR AU - Krebs, Benjamin AU - Wehner, Marius AU - Kabst, Rüdiger ID - 24378 JF - Personalmagazin TI - Wer hat hier das Sagen? VL - 2 ER - TY - JOUR AU - Krebs, Benjamin AU - Wehner, Marius AU - Kabst, Rüdiger ID - 24379 JF - Personalmagazin TI - Nordeuropa hat´s nicht nötig VL - 2 ER - TY - JOUR AU - Rauterberg, Hannah AU - Krebs, Benjamin ID - 24380 JF - Personalführung TI - Cranet Survey 2015/2016 - Stand der HR-Digitalisierung. VL - 5 ER - TY - JOUR AU - Frick, Bernd AU - Kaimann, Daniel ID - 3307 IS - 17 JF - Applied Economics Letters TI - The impact of customer reviews and advertisement efforts on the performance of experience goods in electronic markets VL - 24 ER - TY - CONF AU - Rötzmeier-Keuper, Julia AU - Wünderlich, Nancy ID - 3537 T2 - Proceedings of the 2017 Frontiers in Service Conference TI - How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study. ER - TY - CONF AB - Whenever customers have to decide between different instances of the same product, they are interested in buying the best product. In contrast, companies are interested in reducing the construction effort (and usually as a consequence thereof, the quality) to gain profit. The described setting is widely known as opposed preferences in quality of the product and also applies to the context of service-oriented computing. In general, service-oriented computing emphasizes the construction of large software systems out of existing services, where services are small and self-contained pieces of software that adhere to a specified interface. Several implementations of the same interface are considered as several instances of the same service. Thereby, customers are interested in buying the best service implementation for their service composition wrt. to metrics, such as costs, energy, memory consumption, or execution time. One way to ensure the service quality is to employ certificates, which can come in different kinds: Technical certificates proving correctness can be automatically constructed by the service provider and again be automatically checked by the user. Digital certificates allow proof of the integrity of a product. Other certificates might be rolled out if service providers follow a good software construction principle, which is checked in annual audits. Whereas all of these certificates are handled differently in service markets, what they have in common is that they influence the buying decisions of customers. In this paper, we review state-of-the-art developments in certification with respect to service-oriented computing. We not only discuss how certificates are constructed and handled in service-oriented computing but also review the effects of certificates on the market from an economic perspective. AU - Jakobs, Marie-Christine AU - Krämer, Julia AU - van Straaten, Dirk AU - Lettmann, Theodor ED - Marcelo De Barros, Janusz Klink,Tadeus Uhl, Thomas Prinz ID - 115 T2 - The Ninth International Conferences on Advanced Service Computing (SERVICE COMPUTATION) TI - Certification Matters for Service Markets ER - TY - CHAP AU - Thommes, Kirsten ED - Müller, David ID - 21130 SN - 9783110517163 T2 - Controlling für kleine und mittlere Unternehmen TI - Managementpraktiken in KMU ER - TY - CONF AU - Krebs, Benjamin Philipp ID - 20493 TI - Talent management and workforce performance: The too-much-potential-talent-effect. ER - TY - THES AU - Rose, Anica ID - 4674 TI - The Performance of Individuals, Teams, and Organizations: Empirical Evidence from the Field ER - TY - JOUR AU - Terho, Harri AU - Eggert, Andreas AU - Ulaga, Wolfgang AU - Haas, Alexander AU - Boehm, Eva ID - 4836 JF - Industrial Marketing Management TI - Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action ER - TY - JOUR AU - Payne, Adrian AU - Frow, Pennie AU - Eggert, Andreas ID - 4837 IS - 4 JF - Journal of the Academy of Marketing Science TI - The customer value proposition: evolution, development, and application in marketing ER - TY - JOUR AU - Eggert, Andreas AU - Boehm, Eva AU - Cramer, Christina ID - 4838 IS - 3 JF - Journal of Service Management TI - Business service outsourcing in manufacturing firms: an event study ER - TY - JOUR AU - Boehm, Eva AU - Eggert, Andreas AU - Thiesbrummel, Christoph ID - 4840 JF - Industrial Marketing Management TI - Service transition: A viable option for manufacturing companies with deteriorating financial performance? ER - TY - BOOK ED - Helm, Sabrina ED - Günter, Bernd ED - Eggert, Andreas ID - 4908 SN - 9783658109196 TI - Kundenwert ER - TY - JOUR AB - Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract. AU - Wangenheim, Florian v AU - Wünderlich, Nancy V AU - Schumann, Jan H ID - 4933 IS - 79 JF - Journal of Business Research TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts ER - TY - CHAP AU - Eggert, Andreas ID - 4941 SN - 9783658109196 T2 - Kundenwert TI - Die zwei Perspektiven des Kundenwerts: Darstellung und Versuch einer Integration ER - TY - CHAP AU - Helm, Sabrina AU - Günter, Bernd AU - Eggert, Andreas ID - 4942 SN - 9783658109196 T2 - Kundenwert TI - Kundenwert – eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen ER - TY - JOUR AB - Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract. AU - Wangenheim, Florian v AU - Wünderlich, Nancy AU - Schumann, Jan H ID - 4947 IS - 79 JF - Journal of Business Research KW - IT-based service KW - Smart services KW - Contract renewal KW - Retention KW - Customer churn KW - Free trial TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts ER - TY - JOUR AB - The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic. AU - Larivière, Bart AU - Bowen, David AU - Andreassen, Tor W AU - Kunz, Werner AU - Sirianni, Nancy J AU - Voss, Chris AU - Wünderlich, Nancy AU - De Keyser, Arne ID - 4949 IS - 79 JF - Journal of Business Research KW - Service encounter KW - Technology roles KW - Employee roles KW - Customer roles KW - Employee experience KW - Customer experience TI - “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers ER - TY - CONF AU - Wünderlich, Nancy AU - Paluch, Stefanie ID - 4955 T2 - Proceedings of the 38th International Conference on Information Systems (ICIS 2017) TI - A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents ER - TY - CONF AU - Teßmer, Isabel AU - Olsson, Marcus AU - Gustafsson, Anders AU - Wünderlich, Nancy ID - 4956 T2 - Proceedings of the 2017 Frontiers in Service Conference TI - How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances ER - TY - JOUR AU - Grund, Christian AU - Thommes, Kirsten ID - 4966 IS - 4 JF - Schmalenbach Business Review TI - The Role of Contract Types for Employees’ Public Service Motivation ER - TY - CONF AU - Klabuhn, Janny AU - Thommes, Kirsten ID - 4987 IS - 1 T2 - Academy of Management Proceedings TI - Age diversity and its effects on team performance ER - TY - CHAP AU - Garnefeld, Ina AU - Boehm, Eva AU - Feider, Lena ID - 5005 T2 - Kundenwert TI - Retourenmanagement zur Steigerung des Kundenwerts ER -