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 - TY - JOUR AU - Baum, M AU - Kabst, Rüdiger ID - 5478 IS - 2 JF - Journal of World Business (JWB). TI - How to attract applicants in the atlantic versus the asia-pacific region? A cross-national analysis on China, India, Germany, and Hungary. VL - 48 ER - TY - JOUR AU - Haus, I AU - Steinmetz, Holger AU - Isidor, R AU - Kabst, Rüdiger ID - 5484 IS - 2 JF - International Journal of Gender and Entrepreneurship (IJGE) TI - Gender Effects on Entrepreneurial Intention: A Meta-Analytical Structural Equation Model. VL - 5 ER - TY - JOUR AU - Steinmetz, Holger ID - 5489 IS - 1 JF - European Journal of Research Methods for the Behavioral and Social Sciences. TI - Analyzing observed composite differences across groups: Is partial measurement invariance enough? VL - 9 ER - TY - CONF AU - Garnefeld, I. AU - Münkhoff, Eva AU - Raum, K. ID - 46697 T2 - 42nd EMAC Annual Conference, Istanbul TI - Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? ER - TY - CONF AU - Münkhoff, Eva AU - Garnefeld, I. AU - Bruns, A. ID - 46696 T2 - 42nd EMAC Annual Conference, Istanbul TI - How to prolong a sales promotion – Ex-post time extension versus reframing ER - TY - BOOK AU - Münkhoff, Eva ID - 46643 SN - 9783658021214 TI - Umsatz- und Profitabilitätsauswirkungen industrieller Dienstleistungen ER - TY - CHAP AU - Schneider, Martin ED - Heiko Hoßfeld, Renate Ortlieb ID - 4944 T2 - Macht und Employment Relations TI - "Gung Ho": Nationale Kultur und Schlanke Produktion in Ron Howards Spielfilm. ER - TY - JOUR AU - Garnefeld, I. AU - Steinhoff, Lena ID - 45734 IS - 1 JF - Journal of Service Management TI - Primacy versus Recency Effects in Extended Service Encounters VL - 24 ER - TY - CONF AU - Steinhoff, Lena AU - Palmatier, R. W. ID - 45749 T2 - Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul TI - The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance ER - TY - GEN AU - Steinhoff, Lena AU - Palmatier, R. W. ID - 45756 TI - Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series ER - TY - CONF AU - Eggert, A AU - Garnefeld, I AU - Steinhoff, L ID - 7739 T2 - 2012 AMA Summer Marketing Educators' Proceedings TI - The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs ER - TY - CONF AU - Garnefeld, I AU - Münkhoff, E AU - Bruns, A ID - 7740 T2 - 2012 AMA Summer Marketing Educators’ Proceedings TI - I thought it was all over and now it is back again – Customer reactions to time extensions of sales promotions ER - TY - CONF AU - Eggert, A AU - Steiner, M AU - Ulaga, W AU - Backhaus, K ID - 7741 T2 - Proceedings of the 2012 ISBM Academic Workshop TI - Capturing the Value of Hybrid Offerings: The Impact of the Price Presentation Format ER - TY - CONF AU - Ritter, T AU - Eggert, A ID - 7742 T2 - Proceedings of the 2012 ISBM Academic Workshop TI - Dispersion of Market Activities: A Configurational Approach ER - TY - CONF AU - Eggert, A AU - Münkhoff, E AU - Thiesbrummel, C ID - 7743 T2 - 2012 AMA Winter Marketing Educators' Proceedings TI - Growing with Industrial Services - A Configurational Approach ER - TY - CONF AU - Eggert, A AU - Garnefeld, I AU - Steinhoff, L ID - 7744 T2 - 2012 AMA Winter Marketing Educators' Proceedings TI - Endowed Status in Hierarchical Loyalty Programs ER - TY - CONF AU - Garnefeld, I AU - Helm, S AU - Eggert, A AU - Tax, S ID - 7745 T2 - 2012 AMA Winter Marketing Educators' Proceedings TI - Growing Existing Customers’ Profitability with Customer Referral Programs ER - TY - JOUR AB - The tendency of managers to focus on short-term results rather than on sustained company success is of particular importance to retail marketing managers, because marketing activities involve expenditures which may only pay off in the longer term. To address the issue of myopic management, our study shows how the complexity of the service profit chain (SPC) can cause managers to make suboptimal decisions. Hence, our paper departs from past research by recognizing that understanding the temporal interplay between operational investments, employee satisfaction, customer satisfaction, and operating profit is essential to achieving sustained success. In particular, we intend to improve understanding of the functioning of the SPC with respect to time lags and feedback loops. Results of our large-scale longitudinal study set in a multi-outlet retail chain reveal time-lag effects between operational investments and employee satisfaction, as well as between customer satisfaction and performance. These findings, along with evidence of a negative interaction effect of employee satisfaction on the relationship between current performance and future investments, show the substantial risk of mismanaging the SPC. We identify specific situations in which the dynamic approach leads to superior marketing investment decisions, when compared to the conventional static view of the SCP. These insights provide valuable managerial guidance for effectively managing the SPC over time. AU - Evanschitzky, Heiner AU - Wangenheim, Florian v AU - Wünderlich, Nancy ID - 5716 IS - 3 JF - Journal of Retailing KW - Employee satisfaction KW - Customer satisfaction KW - Performance KW - Service profit chain KW - Feedback loops KW - Time lags KW - Myopic marketing management TI - Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. VL - 88 ER - TY - JOUR AB - Although professional service providers increasingly deliver their services globally, little is known about cross-cultural differences in customers’ motivation to participate in service production. To address this lacuna, we survey a total of 2,284 banking customers in 11 countries on their motivation to provide personal information to, and follow the advice of, their service providers. We find differences in both aspects, but only the differences in providing personal information can be explained by the cultural values of uncertainty avoidance, individualism/collectivism, and masculinity/femininity. To perform certain tasks in the service process, global professional service providers should acknowledge cultural differences in customers’ motivations. AU - Schumann, Jan H AU - Wünderlich, Nancy AU - Zimmer, Marcus S ID - 5717 IS - 2 JF - Schmalenbach Business Review KW - Co-Production KW - Culture KW - Customer Participation KW - Professional Services TI - Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments. VL - 64 ER - TY - JOUR AB - The role of information and communication technology for economic growth has been emphasized repeatedly. Technological breakthroughs have generated new forms of services, such as self-services or remote services. Although these encounters are qualitatively different from traditional service provision, prior service management literature thus far had paid little attention to theory development and the systematization of technology-based service encounters. To fill this research gap, the present study outlines how new types of technology-based services fit into existing service typologies and provides an extension of existing frameworks to capture their unique characteristics. These insights in turn offer managerial implications and highlight open research questions. AU - Schumann, Jan H AU - Wünderlich, Nancy AU - Wangenheim, Florian ID - 5718 IS - 2 JF - Technovation KW - Services KW - Remote services KW - Self-services KW - Technology mediation TI - Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics. VL - 32 ER - TY - JOUR AU - Steinmetz, Holger AU - Schwens, C AU - Wehner, M AU - Kabst, Rüdiger ID - 6102 IS - 1 JF - PERSONALquartely TI - Das Cranet-Projekt: Kreuzkulturelle Vergleiche im HR-Management. VL - 64 ER - TY - JOUR AU - Kabst, Rüdiger AU - Baum, M ID - 6103 IS - 3 JF - PERSONALquartely TI - Editorial: Employer Branding: Strategie, Instrumente, Umsetzung VL - 64 ER - TY - BOOK AU - Weber, W AU - Kabst, Rüdiger ID - 6138 SN - 978-3-8349-1994-6 TI - Einführung in die Betriebswirtschaftslehre ER - TY - CHAP AU - Baum, M AU - Schwens, C AU - Kabst, R ED - Gabrielsson, M ED - Kirpalani, M ID - 6148 T2 - Handbook of Research on Born Globals TI - Determinants of Different Types of Born Globals. ER - TY - CHAP AU - Isidor, R AU - Schwens, C AU - Kabst, R ED - Zentes, J ID - 6149 SN - 978-3-8349-3503-8 T2 - Markteintrittsstrategien - Dynamik und Komplexität TI - Die Messung von Joint-Venture Erfolg ER - TY - CONF AU - Schneid, M AU - Steinmetz, Holger AU - Isidor, R AU - Kabst, Rüdiger ID - 6275 TI - Diversität, Konflikte und Leistung in Teams: Ein meta-analytisches Strukturgleichungsmodell ER - TY - CONF AU - Kabst, Rüdiger ID - 6277 TI - Endogeneity in the behavioral sciences: An illustration with real data ER - TY - CONF AU - Wehner, M C AU - Giardini, A AU - Kabst, Rüdiger ID - 6281 TI - Recruitment Process Outsourcing and Applicant Reactions: Does Image Make a Difference? ER - TY - JOUR AU - Frick, Bernd AU - Ocaña, Miguel Ángel Malo AU - Martinez, Pilar Garcia AU - Schneider, Martin ID - 4835 IS - 1 JF - Estudios de economia aplicada TI - The demand for individual grievance procedures in Germany and Spain: Labour law changes versus business cycle ER - TY - JOUR AU - Eggert, Andreas AU - Henseler, J{\ AU - Hollmann, Sabine ID - 4853 IS - 2 JF - Journal of Supply Chain Management TI - Who owns the customer? Disentangling customer loyalty in indirect distribution channels ER -