TY - JOUR
AB - Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract.
AU - Wangenheim, Florian v
AU - Wünderlich, Nancy V
AU - Schumann, Jan H
ID - 4933
IS - 79
JF - Journal of Business Research
TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts
ER -
TY - CHAP
AU - Eggert, Andreas
ID - 4941
SN - 9783658109196
T2 - Kundenwert
TI - Die zwei Perspektiven des Kundenwerts: Darstellung und Versuch einer Integration
ER -
TY - CHAP
AU - Helm, Sabrina
AU - Günter, Bernd
AU - Eggert, Andreas
ID - 4942
SN - 9783658109196
T2 - Kundenwert
TI - Kundenwert – eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen
ER -
TY - JOUR
AB - Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract.
AU - Wangenheim, Florian v
AU - Wünderlich, Nancy
AU - Schumann, Jan H
ID - 4947
IS - 79
JF - Journal of Business Research
KW - IT-based service
KW - Smart services
KW - Contract renewal
KW - Retention
KW - Customer churn
KW - Free trial
TI - Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts
ER -
TY - JOUR
AB - The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic.
AU - Larivière, Bart
AU - Bowen, David
AU - Andreassen, Tor W
AU - Kunz, Werner
AU - Sirianni, Nancy J
AU - Voss, Chris
AU - Wünderlich, Nancy
AU - De Keyser, Arne
ID - 4949
IS - 79
JF - Journal of Business Research
KW - Service encounter
KW - Technology roles
KW - Employee roles
KW - Customer roles
KW - Employee experience
KW - Customer experience
TI - “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
ER -
TY - CONF
AU - Wünderlich, Nancy
AU - Paluch, Stefanie
ID - 4955
T2 - Proceedings of the 38th International Conference on Information Systems (ICIS 2017)
TI - A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents
ER -
TY - CONF
AU - Teßmer, Isabel
AU - Olsson, Marcus
AU - Gustafsson, Anders
AU - Wünderlich, Nancy
ID - 4956
T2 - Proceedings of the 2017 Frontiers in Service Conference
TI - How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances
ER -
TY - JOUR
AU - Grund, Christian
AU - Thommes, Kirsten
ID - 4966
IS - 4
JF - Schmalenbach Business Review
TI - The Role of Contract Types for Employees’ Public Service Motivation
ER -
TY - CONF
AU - Klabuhn, Janny
AU - Thommes, Kirsten
ID - 4987
IS - 1
T2 - Academy of Management Proceedings
TI - Age diversity and its effects on team performance
ER -
TY - CHAP
AU - Garnefeld, Ina
AU - Boehm, Eva
AU - Feider, Lena
ID - 5005
T2 - Kundenwert
TI - Retourenmanagement zur Steigerung des Kundenwerts
ER -
TY - CONF
AU - Larivière, Bart
AU - Bowen, David
AU - Andreassen, Tor W
AU - Kunz, Werner
AU - Sirianni, Nancy J
AU - Voss, Chris
AU - Wünderlich, Nancy
AU - De Keyser, Arne
ID - 5328
T2 - Proceedings of QUIS 2017
TI - Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers.
ER -
TY - CONF
AU - Becker-Özcamlica, Hürrem
AU - Teßmer, Isabel
AU - Wünderlich, Nancy
ID - 5329
T2 - Proceedings of the 2017 Winter Marketing Educators' Conference
TI - Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations.
ER -
TY - CONF
AU - Eggert, Andreas
AU - Steinhoff, Lena
AU - Witte, Carina
ID - 5479
TI - The Loyalty Effect of Gift Purchases
ER -
TY - CONF
AU - Garnefeld, I
AU - Boehm, E
AU - Feider, L
ID - 5482
TI - Managing the Necessary Evil: Can Payment Methods Reduce Product Returns
ER -
TY - CONF
AU - Cramer, C
AU - Boehm, E
AU - Eggert, A
ID - 5483
TI - Service Awards: Do They Help or Harm in Case of a Service Failure?
ER -
TY - GEN
AU - Sürücü, Oktay
AU - Mir Djawadi, Behnud
AU - Brangewitz, Sonja
ID - 1057
TI - Asymmetric Dominance Effect with Multiple Decoys for Low- and High-Variance Lotteries
ER -
TY - JOUR
AU - Frick, Bernd
AU - Gergaud, Olivier
AU - Winter, Petra
ID - 1062
IS - 4
JF - Gastronomy and Tourism
TI - The revenue potential of product differentiation: Empirical evidence fro the Croation restaurant industry
VL - 2
ER -
TY - CONF
AB - Many university students struggle with motivational problems, and gamification has the potential to address these problems. However, using gamification currently is rather tedious and time-consuming for instructors because current approaches to gamification require instructors to engage in the time-consuming preparation of course contents (e.g., for quizzes or mini-games). In reply to this issue, we propose a “lean” approach to gamification, which relies on gamifying learning activities rather than learning contents. The learning activities that are gamified in the lean approach can typically be drawn from existing course syllabi (e.g., attend certain lectures, hand in assignments, read book chapters and articles). Hence, compared to existing approaches, lean gamification substantially lowers the time requirements posed on instructors for gamifying a given course. Drawing on research on limited attention and the present bias, we provide the theoretical foundation for the lean gamification approach. In addition, we present a mobile application that implements lean gamification and outline a mixed-methods study that is currently under way for evaluating whether lean gamification does indeed have the potential to increase students’ motivation. We thereby hope to allow more students and instructors to benefit from the advantages of gamification.
AU - John, Thomas
AU - Feldotto, Matthias
AU - Hemsen, Paul
AU - Klingsieck, Katrin
AU - Kundisch, Dennis
AU - Langendorf, Mike
ID - 1095
T2 - Proceedings of the 25th European Conference on Information Systems (ECIS)
TI - Towards a Lean Approach for Gamifying Education
ER -
TY - CONF
AU - Garnefeld, I.
AU - Böhm, Eva
AU - Feider, L.
ID - 46679
T2 - 2017 AMA Winter Academic Conference, Orlando, FL
TI - Managing the necessary evil: Can payment methods reduce product returns (ausgezeichnet mit Best Paper Award)
ER -
TY - CONF
AU - Cramer, C.
AU - Böhm, Eva
AU - Eggert, A.
ID - 46680
T2 - 2017 AMA Winter Academic Conference, Orlando, FL
TI - Service Awards: Do They Help or Harm in Case of a Service Failure?
ER -
TY - JOUR
AU - Terho, Harri
AU - Eggert, Andreas
AU - Ulaga, Wolfgang
AU - Haas, Alexander
AU - Böhm, Eva
ID - 46638
JF - Industrial Marketing Management
KW - Marketing
SN - 0019-8501
TI - Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action
VL - 66
ER -
TY - JOUR
AB -
Purpose
Many manufacturing firms entrust partners to provide services on their behalf. However, it is not clear whether and when firms can capture the potential value advantages of outsourcing business services. The purpose of this paper is to investigate the effects of different types of business service outsourcing on firm value.
Design/methodology/approach
The paper uses event study methodology to estimate the impact of business service outsourcing announcements on abnormal returns of publicly traded manufacturing companies in Europe.
Findings
External service outsourcing that directly affects the company’s customers leads to more favorable outcomes than internal service outsourcing. This effect is contingent on the strategic outsourcing intention, the service’s reliance on technology, and the choice of the outsourcing partner.
Research limitations/implications
Findings show that firm value depends critically on the service value it delivers to customers. Future research could explore further contingency variables, and investigate the role of service outsourcing networks and relationships.
Practical implications
The insights of this study help managers to decide why, how, and to whom they should outsource their business services, as well as how to justify their outsourcing decisions, and how to communicate them toward the financial markets.
Originality/value
This research sheds light on the value implications of outsourcing decisions. Two types of business service outsourcing are distinguished, namely, internal and external. Furthermore, the study enhances our understanding of a contingency perspective on service outsourcing decisions.
AU - Eggert, Andreas
AU - Böhm, Eva
AU - Cramer, Christina
ID - 46639
IS - 3
JF - Journal of Service Management
KW - Strategy and Management
KW - Tourism
KW - Leisure and Hospitality Management
KW - Business
KW - Management and Accounting (miscellaneous)
SN - 1757-5818
TI - Business service outsourcing in manufacturing firms: an event study
VL - 28
ER -
TY - BOOK
ED - Riach, John
ED - Morbitzer, Andreas
ED - Koeberer, Markus
ID - 4954
TI - Pick and Place. Englisch für Mechatronik/Lehr-/Arbeitsbuch (3rd edition)
ER -
TY - JOUR
AU - Schneider, Martin
AU - Flore, Johanna
ID - 4932
JF - The International Journal of Human Resource Management
SN - 0958-5192
TI - Training and commitment in a German manufacturing company during the post-2008 crisis: a case of internal flexicurity
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
AU - Iseke, Anja
AU - Tebbe, Tobias
ID - 4930
IS - 1
JF - German Journal of Human Resource Management
TI - Signalling to young knowledge workers through architecture? A conjoint analysis
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
ID - 4926
JF - PERSONALquaterly
TI - Potenzial der Unternehmensarchitektur im Rahmen des Employer Branding.
ER -
TY - JOUR
AU - Schneider, Martin
AU - Flore, Johanna
ID - 4934
JF - PERSONALquaterly
TI - Qualifizieren und binden: Betriebliche Weiterbildung während Kurzarbeit.
ER -
TY - JOUR
AU - Radermacher, Katharina
AU - Schneider, Martin
AU - Iseke, Anja
AU - Tebbe, Tobias
ID - 4953
IS - 1
JF - German Journal of Human Resource Management
TI - Signalling to young knowledge workers through architecture? A conjoint analysis
ER -
TY - CONF
AU - Eggert, A.
AU - Steinhoff, Lena
AU - Witte, C.
ID - 45746
T2 - 2017 Winter AMA Conference Proceedings, Orlando
TI - The Loyalty Effect of Gift Purchases
ER -
TY - GEN
AU - Breuer, Robin
ID - 3308
TI - Monitoring in Franchise-Netzwerken: Eine ökonomische Analyse
ER -
TY - GEN
AU - Amedick, Michaela
ID - 3311
TI - Informationsasymmetrien auf dem Spendenmarkt und Möglichkeiten ihrer Reduktion: Eine Prinzipal-Agenten-Perspektive von Online Spenden
ER -
TY - JOUR
AU - Melnikov, Vitalik
AU - Hüllermeier, Eyke
AU - Kaimann, Daniel
AU - Frick, Bernd
AU - Gupta, Pritha
ID - 3318
JF - Schedae Informaticae
SN - 2083-8476
TI - Pairwise versus Pointwise Ranking: A Case Study
VL - 25
ER -
TY - JOUR
AB - Purpose
– The purpose of this paper is to examine the nature of context and its implications for theory and research in service.
Design/methodology/approach
– This is a conceptual paper based on exploring existing research and theory related to context in service research.
Findings
– The characteristics of service make context both important and challenging, there is great contextual diversity in service research as reflected, for example in ecosystems made up of multiple contextual variables. There is a need to identify the context-specific nature of middle range theory and the contextual logic of general theory. The authors explore the challenges of context for service theory and how we might learn from theory in a particular context and test or adapt it in other contexts.
Originality/value
– The findings of this paper are of value to researchers seeking to develop and justify theory in service research (general, middle range or theory in use).
AU - Voss, Chris
AU - Perks, Helen
AU - Sousa, Rui
AU - Witell, Lars
AU - Wünderlich, Nancy
ID - 5700
IS - 1
JF - Journal of Service Management
KW - Research
KW - Service theory
TI - Reflections on Context in Service Research.
VL - 27
ER -
TY - JOUR
AU - Li, Xinyu
AU - Peeters, Ronald
ID - 5775
JF - "Cheap Talk with Multiple Strategically Interacting Audiences: An Experimental Study"
TI - "Cheap Talk with Multiple Strategically Interacting Audiences: An Experimental Study"
ER -
TY - JOUR
AU - Steiner, Michael
AU - Eggert, Andreas
AU - Ulaga, Wolfgang
AU - Backhaus, Klaus
ID - 4839
IS - 2
JF - Journal of the Academy of marketing Science
TI - Do customized service packages impede value capture in industrial markets?
ER -
TY - JOUR
AU - Boehm, Eva
AU - Backhaus, Christof
AU - Eggert, Andreas
AU - Cummins, Tim
ID - 4842
IS - 1-2
JF - Journal of Strategic Contracting and Negotiation
TI - Understanding outcome-based contracts: benefits and risks from the buyers’ and sellers’ perspective
ER -
TY - JOUR
AU - Steiner, Michael
AU - Wiegand, Nico
AU - Eggert, Andreas
AU - Backhaus, Klaus
ID - 4843
IS - 2
JF - International Journal of Research in Marketing
TI - Platform adoption in system markets: The roles of preference heterogeneity and consumer expectations
ER -
TY - JOUR
AU - Wagner, Stephan M
AU - Eggert, Andreas
ID - 4845
JF - Industrial Marketing Management
TI - Co-management of purchasing and marketing: Why, when and how?
ER -
TY - JOUR
AU - Fahr, René
ID - 4870
JF - Personnel Quarterly Vol. 4
TI - Verantwortung macht Sinn: Corporate Social Responsibility
ER -
TY - JOUR
AB - Despite the rapid growth and potential of technology-based services, managers' greatest challenges are gaining customer acceptance and increasing usage of these new innovative services. In the B2C field, studies of self-service technology show that perceived risk is an important factor influencing the use of service technology. Though prior research explores different risk types that emerge in consumer settings, risk perception in the B2B setting lacks a detailed examination of different risk types influencing technology-based service adoption. Data from 49 qualitative interviews with providers and customers in two different B2B industries inform this study. The findings emphasize the importance of functional and financial risks in a B2B context and show that business customers' personal and psychological fears hinder their use of technology-based services. Results highlight differences in risk perception and evaluation between customers and providers.
AU - Paluch, Stefanie
AU - Wünderlich, Nancy
ID - 4951
IS - 7
JF - Journal of business Research
KW - Risk perception
KW - Technology-based service innovations
KW - Business-to-business context
KW - Interview study
KW - Risk categories
KW - Smart service
TI - Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.
VL - 69
ER -
TY - JOUR
AU - Born, Marieke
AU - Akkerman, Agnes
AU - Thommes, Kirsten
ID - 4967
JF - Social science research
TI - Peer influence on protest participation: Communication and trust between co-workers as inhibitors or facilitators of mobilization
ER -
TY - CONF
AU - Thommes, Kirsten
AU - Oertel, Simon
ID - 4988
IS - 1
T2 - Academy of Management Proceedings
TI - Elements of Organizational Identity and the Role of a Firm’s History
ER -
TY - CONF
AU - Thommes, Kirsten
ID - 4989
IS - 1
T2 - Academy of Management Proceedings
TI - Entrepreneurial activity-The impact of childhood
ER -
TY - JOUR
AU - Steinhoff, Lena
AU - Palmatier, Robert W.
ID - 7419
IS - 1
JF - Journal of the Academy of Marketing Science
TI - Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects
VL - 44
ER -
TY - CONF
AU - Cramer, C
AU - Böhm, E
AU - Eggert, A
ID - 7673
T2 - Proceedings of the 45th European Marketing Academy (EMAC) Conference
TI - The Service Award Paradox
ER -
TY - CONF
AU - Cramer, C
AU - Böhm, E
AU - Eggert, A
ID - 7675
T2 - 2016 AMA Winter Marketing Educators' Conference Proceeding
TI - Understanding Service Awards: Exploit the Bright Side, Avoid the Dark Side
ER -
TY - CONF
AU - Böhm, E
AU - Backhaus, C
AU - Eggert, A
AU - Pitsis, T
ID - 7686
T2 - 2016 AMA Winter Marketing Educators' Conference Proceedings
TI - Shedding Light on Outcome-Based Contracts: Benefits and Risks from the Buyers’ and Sellers’ Perspective
ER -
TY - JOUR
AU - Oertel, Simon
AU - Thommes, Kirsten
AU - Walgenbach, Peter
ID - 5151
IS - 3
JF - ILR Review
TI - Shadows of the past: The effect of communist heritage on employee consultation
VL - 69
ER -
TY - JOUR
AU - Thommes, Kirsten
AU - Oertel, Simon
AU - Walgenbach, Peter
ID - 5152
IS - 8
JF - Organization Studies
TI - Organizational Failure in the Aftermath of Institutional Upheaval
VL - 37
ER -
TY - CONF
AU - Böhm, Eva
AU - Backhaus, C.
AU - Eggert, A.
AU - Pitsis, T.
ID - 46684
T2 - 2016 AMA Winter Academic Conference, Las Vegas, NV
TI - Shedding light on outcome-based contracts: Benefits and risks from the buyers’ and sellers’ perspective
ER -