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 -