--- _id: '46693' author: - first_name: Eva full_name: Münkhoff, Eva id: '3043' last_name: Münkhoff orcid: 0000-0001-6053-1012 - first_name: A. full_name: Eggert, A. last_name: Eggert - first_name: H. full_name: Terho, H. last_name: Terho - first_name: A. full_name: Haas, A. last_name: Haas - first_name: W. full_name: Ulaga, W. last_name: Ulaga citation: ama: 'Münkhoff E, Eggert A, Terho H, Haas A, Ulaga W. Salespersons’ solution crafting capability: A knowledge-based perspective. In: ISBM 2014 Academic Conference, San Francisco, CA. ; 2014.' apa: 'Münkhoff, E., Eggert, A., Terho, H., Haas, A., & Ulaga, W. (2014). Salespersons’ solution crafting capability: A knowledge-based perspective. ISBM 2014 Academic Conference, San Francisco, CA. ISBM 2014 Academic Conference, San Francisco, CA.' bibtex: '@inproceedings{Münkhoff_Eggert_Terho_Haas_Ulaga_2014, title={Salespersons’ solution crafting capability: A knowledge-based perspective}, booktitle={ISBM 2014 Academic Conference, San Francisco, CA}, author={Münkhoff, Eva and Eggert, A. and Terho, H. and Haas, A. and Ulaga, W.}, year={2014} }' chicago: 'Münkhoff, Eva, A. Eggert, H. Terho, A. Haas, and W. Ulaga. “Salespersons’ Solution Crafting Capability: A Knowledge-Based Perspective.” In ISBM 2014 Academic Conference, San Francisco, CA, 2014.' ieee: 'E. Münkhoff, A. Eggert, H. Terho, A. Haas, and W. Ulaga, “Salespersons’ solution crafting capability: A knowledge-based perspective,” presented at the ISBM 2014 Academic Conference, San Francisco, CA, 2014.' mla: 'Münkhoff, Eva, et al. “Salespersons’ Solution Crafting Capability: A Knowledge-Based Perspective.” ISBM 2014 Academic Conference, San Francisco, CA, 2014.' short: 'E. Münkhoff, A. Eggert, H. Terho, A. Haas, W. Ulaga, in: ISBM 2014 Academic Conference, San Francisco, CA, 2014.' conference: location: San Francisco, CA name: ISBM 2014 Academic Conference date_created: 2023-08-25T09:19:06Z date_updated: 2023-08-25T10:04:06Z department: - _id: '785' language: - iso: eng publication: ISBM 2014 Academic Conference, San Francisco, CA publication_status: published status: public title: 'Salespersons’ solution crafting capability: A knowledge-based perspective' type: conference user_id: '49063' year: '2014' ... --- _id: '46694' author: - first_name: A. full_name: Eggert, A. last_name: Eggert - first_name: A. full_name: Haas, A. last_name: Haas - first_name: H. full_name: Terho, H. last_name: Terho - first_name: W. full_name: Ulaga, W. last_name: Ulaga - first_name: Eva full_name: Münkhoff, Eva id: '3043' last_name: Münkhoff orcid: 0000-0001-6053-1012 citation: ama: 'Eggert A, Haas A, Terho H, Ulaga W, Münkhoff E. Selling value in business markets: Why a powerful idea often fails. In: ISBM 2014 Academic Conference, San Francisco, CA. ; 2014.' apa: 'Eggert, A., Haas, A., Terho, H., Ulaga, W., & Münkhoff, E. (2014). Selling value in business markets: Why a powerful idea often fails. ISBM 2014 Academic Conference, San Francisco, CA. ISBM 2014 Academic Conference, San Francisco, CA.' bibtex: '@inproceedings{Eggert_Haas_Terho_Ulaga_Münkhoff_2014, title={Selling value in business markets: Why a powerful idea often fails}, booktitle={ISBM 2014 Academic Conference, San Francisco, CA}, author={Eggert, A. and Haas, A. and Terho, H. and Ulaga, W. and Münkhoff, Eva}, year={2014} }' chicago: 'Eggert, A., A. Haas, H. Terho, W. Ulaga, and Eva Münkhoff. “Selling Value in Business Markets: Why a Powerful Idea Often Fails.” In ISBM 2014 Academic Conference, San Francisco, CA, 2014.' ieee: 'A. Eggert, A. Haas, H. Terho, W. Ulaga, and E. Münkhoff, “Selling value in business markets: Why a powerful idea often fails,” presented at the ISBM 2014 Academic Conference, San Francisco, CA, 2014.' mla: 'Eggert, A., et al. “Selling Value in Business Markets: Why a Powerful Idea Often Fails.” ISBM 2014 Academic Conference, San Francisco, CA, 2014.' short: 'A. Eggert, A. Haas, H. Terho, W. Ulaga, E. Münkhoff, in: ISBM 2014 Academic Conference, San Francisco, CA, 2014.' conference: location: San Francisco, CA name: ISBM 2014 Academic Conference date_created: 2023-08-25T09:20:18Z date_updated: 2023-08-25T10:11:35Z department: - _id: '785' language: - iso: eng publication: ISBM 2014 Academic Conference, San Francisco, CA publication_status: published status: public title: 'Selling value in business markets: Why a powerful idea often fails' type: conference user_id: '49063' year: '2014' ... --- _id: '41341' abstract: - lang: eng text: ' 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. ' author: - first_name: Andreas full_name: Eggert, Andreas last_name: Eggert - first_name: Jens full_name: Hogreve, Jens last_name: Hogreve - first_name: Wolfgang full_name: Ulaga, Wolfgang last_name: Ulaga - first_name: Eva full_name: Münkhoff, Eva id: '3043' last_name: Münkhoff orcid: 0000-0001-6053-1012 citation: ama: Eggert A, Hogreve J, Ulaga W, Münkhoff E. Revenue and Profit Implications of Industrial Service Strategies. Journal of Service Research. 2014;17(1):23-39. doi:10.1177/1094670513485823 apa: Eggert, A., Hogreve, J., Ulaga, W., & Münkhoff, E. (2014). Revenue and Profit Implications of Industrial Service Strategies. Journal of Service Research, 17(1), 23–39. https://doi.org/10.1177/1094670513485823 bibtex: '@article{Eggert_Hogreve_Ulaga_Münkhoff_2014, title={Revenue and Profit Implications of Industrial Service Strategies}, volume={17}, DOI={10.1177/1094670513485823}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications}, author={Eggert, Andreas and Hogreve, Jens and Ulaga, Wolfgang and Münkhoff, Eva}, year={2014}, pages={23–39} }' chicago: 'Eggert, Andreas, Jens Hogreve, Wolfgang Ulaga, and Eva Münkhoff. “Revenue and Profit Implications of Industrial Service Strategies.” Journal of Service Research 17, no. 1 (2014): 23–39. https://doi.org/10.1177/1094670513485823.' ieee: 'A. Eggert, J. Hogreve, W. Ulaga, and E. Münkhoff, “Revenue and Profit Implications of Industrial Service Strategies,” Journal of Service Research, vol. 17, no. 1, pp. 23–39, 2014, doi: 10.1177/1094670513485823.' mla: Eggert, Andreas, et al. “Revenue and Profit Implications of Industrial Service Strategies.” Journal of Service Research, vol. 17, no. 1, SAGE Publications, 2014, pp. 23–39, doi:10.1177/1094670513485823. short: A. Eggert, J. Hogreve, W. Ulaga, E. Münkhoff, Journal of Service Research 17 (2014) 23–39. date_created: 2023-02-01T08:31:19Z date_updated: 2023-09-01T10:08:03Z department: - _id: '785' doi: 10.1177/1094670513485823 intvolume: ' 17' issue: '1' keyword: - Organizational Behavior and Human Resource Management - Sociology and Political Science - Information Systems language: - iso: eng page: 23-39 publication: Journal of Service Research publication_identifier: issn: - 1094-6705 - 1552-7379 publication_status: published publisher: SAGE Publications status: public title: Revenue and Profit Implications of Industrial Service Strategies type: journal_article user_id: '49063' volume: 17 year: '2014' ... --- _id: '5036' author: - first_name: Rene full_name: Fahr, Rene id: '111' last_name: Fahr - first_name: Elmar A. full_name: Janssen, Elmar A. last_name: Janssen - first_name: Caren full_name: Sureth-Sloane, Caren id: '530' last_name: Sureth-Sloane orcid: ' 0000-0002-8183-5901' citation: ama: Fahr R, Janssen EA, Sureth-Sloane C. Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment. Vol 166.; 2014. apa: Fahr, R., Janssen, E. A., & Sureth-Sloane, C. (2014). Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment (Vol. 166). bibtex: '@book{Fahr_Janssen_Sureth-Sloane_2014, series={arqus, Quantitative Research in Taxation}, title={Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment}, volume={166}, author={Fahr, Rene and Janssen, Elmar A. and Sureth-Sloane, Caren}, year={2014}, collection={arqus, Quantitative Research in Taxation} }' chicago: Fahr, Rene, Elmar A. Janssen, and Caren Sureth-Sloane. Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment. Vol. 166. arqus, Quantitative Research in Taxation, 2014. ieee: R. Fahr, E. A. Janssen, and C. Sureth-Sloane, Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment, vol. 166. 2014. mla: Fahr, Rene, et al. Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment. 2014. short: R. Fahr, E.A. Janssen, C. Sureth-Sloane, Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment, 2014. date_created: 2018-10-30T13:41:42Z date_updated: 2026-01-10T10:19:19Z department: - _id: '187' - _id: '179' - _id: '635' intvolume: ' 166' language: - iso: ger series_title: arqus, Quantitative Research in Taxation status: public title: Can Tax Rate Changes Accelerate Investment Under Entry and Exit Flexibility? - Insights from an Economic Experiment type: working_paper user_id: '530' volume: 166 year: '2014' ... --- _id: '21133' author: - first_name: Simon full_name: Oertel, Simon last_name: Oertel - first_name: Kirsten full_name: Thommes, Kirsten id: '72497' last_name: Thommes - first_name: Peter full_name: Walgenbach, Peter last_name: Walgenbach citation: ama: 'Oertel S, Thommes K, Walgenbach P. Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations. In: Atinc G, ed. Academy of Management Annual Meeting Proceedings. ; 2013. doi:10.5465/ambpp.2013.11642abstract' apa: 'Oertel, S., Thommes, K., & Walgenbach, P. (2013). Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations. In G. Atinc (Ed.), Academy of Management Annual Meeting Proceedings. https://doi.org/10.5465/ambpp.2013.11642abstract' bibtex: '@inproceedings{Oertel_Thommes_Walgenbach_2013, title={Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations}, DOI={10.5465/ambpp.2013.11642abstract}, booktitle={Academy of Management Annual Meeting Proceedings}, author={Oertel, Simon and Thommes, Kirsten and Walgenbach, Peter}, editor={Atinc, GucluEditor}, year={2013} }' chicago: 'Oertel, Simon, Kirsten Thommes, and Peter Walgenbach. “Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations.” In Academy of Management Annual Meeting Proceedings, edited by Guclu Atinc, 2013. https://doi.org/10.5465/ambpp.2013.11642abstract.' ieee: 'S. Oertel, K. Thommes, and P. Walgenbach, “Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations,” in Academy of Management Annual Meeting Proceedings, 2013.' mla: 'Oertel, Simon, et al. “Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations.” Academy of Management Annual Meeting Proceedings, edited by Guclu Atinc, 2013, doi:10.5465/ambpp.2013.11642abstract.' short: 'S. Oertel, K. Thommes, P. Walgenbach, in: G. Atinc (Ed.), Academy of Management Annual Meeting Proceedings, 2013.' date_created: 2021-02-03T09:31:06Z date_updated: 2022-01-06T06:54:46Z department: - _id: '178' doi: 10.5465/ambpp.2013.11642abstract editor: - first_name: Guclu full_name: Atinc, Guclu last_name: Atinc extern: '1' language: - iso: eng publication: Academy of Management Annual Meeting Proceedings publication_identifier: issn: - 0065-0668 publication_status: published status: public title: 'Born in the GDR: Imprinting, Structural Inertia and the Survival Chances of Organizations' type: conference_abstract user_id: '49071' year: '2013' ... --- _id: '7732' author: - first_name: A full_name: Eggert, A last_name: Eggert - first_name: C full_name: Thiesbrummel, C last_name: Thiesbrummel - first_name: C full_name: Deutscher, C last_name: Deutscher citation: ama: 'Eggert A, Thiesbrummel C, Deutscher C. Can service innovations substitute or complement product innovations? The case of German industrial firms. In: Proceedings of the 20th International Product Development Management Conference. ; 2013.' apa: Eggert, A., Thiesbrummel, C., & Deutscher, C. (2013). Can service innovations substitute or complement product innovations? The case of German industrial firms. In Proceedings of the 20th International Product Development Management Conference. bibtex: '@inproceedings{Eggert_Thiesbrummel_Deutscher_2013, title={Can service innovations substitute or complement product innovations? The case of German industrial firms}, booktitle={Proceedings of the 20th International Product Development Management Conference}, author={Eggert, A and Thiesbrummel, C and Deutscher, C}, year={2013} }' chicago: Eggert, A, C Thiesbrummel, and C Deutscher. “Can Service Innovations Substitute or Complement Product Innovations? The Case of German Industrial Firms.” In Proceedings of the 20th International Product Development Management Conference, 2013. ieee: A. Eggert, C. Thiesbrummel, and C. Deutscher, “Can service innovations substitute or complement product innovations? The case of German industrial firms,” in Proceedings of the 20th International Product Development Management Conference, 2013. mla: Eggert, A., et al. “Can Service Innovations Substitute or Complement Product Innovations? The Case of German Industrial Firms.” Proceedings of the 20th International Product Development Management Conference, 2013. short: 'A. Eggert, C. Thiesbrummel, C. Deutscher, in: Proceedings of the 20th International Product Development Management Conference, 2013.' date_created: 2019-02-16T09:44:47Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: Proceedings of the 20th International Product Development Management Conference status: public title: Can service innovations substitute or complement product innovations? The case of German industrial firms type: conference user_id: '57352' year: '2013' ... --- _id: '7733' author: - first_name: A full_name: Eggert, A last_name: Eggert - first_name: W full_name: Ulaga, W last_name: Ulaga - first_name: M full_name: Steiner, M last_name: Steiner - first_name: K full_name: Backhaus, K last_name: Backhaus citation: ama: 'Eggert A, Ulaga W, Steiner M, Backhaus K. Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats. In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. ; 2013.' apa: 'Eggert, A., Ulaga, W., Steiner, M., & Backhaus, K. (2013). Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats. In Proceedings of the 42nd European Marketing Academy (EMAC) Conference.' bibtex: '@inproceedings{Eggert_Ulaga_Steiner_Backhaus_2013, title={Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats}, booktitle={Proceedings of the 42nd European Marketing Academy (EMAC) Conference}, author={Eggert, A and Ulaga, W and Steiner, M and Backhaus, K}, year={2013} }' chicago: 'Eggert, A, W Ulaga, M Steiner, and K Backhaus. “Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats.” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' ieee: 'A. Eggert, W. Ulaga, M. Steiner, and K. Backhaus, “Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' mla: 'Eggert, A., et al. “Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats.” Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' short: 'A. Eggert, W. Ulaga, M. Steiner, K. Backhaus, in: Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' date_created: 2019-02-16T10:04:37Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: Proceedings of the 42nd European Marketing Academy (EMAC) Conference status: public title: 'Increasing Customers'' Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats' type: conference user_id: '57352' year: '2013' ... --- _id: '7734' author: - first_name: I full_name: Garnefeld, I last_name: Garnefeld - first_name: E full_name: Münkhoff, E last_name: Münkhoff - first_name: K full_name: Raum, K last_name: Raum citation: ama: 'Garnefeld I, Münkhoff E, Raum K. Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. ; 2013.' apa: Garnefeld, I., Münkhoff, E., & Raum, K. (2013). Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? In Proceedings of the 42nd European Marketing Academy (EMAC) Conference. bibtex: '@inproceedings{Garnefeld_Münkhoff_Raum_2013, title={Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice?}, booktitle={Proceedings of the 42nd European Marketing Academy (EMAC) Conference}, author={Garnefeld, I and Münkhoff, E and Raum, K}, year={2013} }' chicago: Garnefeld, I, E Münkhoff, and K Raum. “Threat and Normative Appeals to Reduce Product Returns in Online Retailing – An Effective Marketing Practice?” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. ieee: I. Garnefeld, E. Münkhoff, and K. Raum, “Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice?,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. mla: Garnefeld, I., et al. “Threat and Normative Appeals to Reduce Product Returns in Online Retailing – An Effective Marketing Practice?” Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. short: 'I. Garnefeld, E. Münkhoff, K. Raum, in: Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' date_created: 2019-02-16T10:07:19Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: Proceedings of the 42nd European Marketing Academy (EMAC) Conference status: public title: Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? type: conference user_id: '57352' year: '2013' ... --- _id: '7735' author: - first_name: E full_name: Münkhoff, E last_name: Münkhoff - first_name: I full_name: Garnefeld, I last_name: Garnefeld - first_name: A full_name: Bruns, A last_name: Bruns citation: ama: 'Münkhoff E, Garnefeld I, Bruns A. How to prolong a sales promotion – Ex-post time extension versus reframing. In: Roceedings of the 42nd European Marketing Academy (EMAC) Conference. ; 2013.' apa: Münkhoff, E., Garnefeld, I., & Bruns, A. (2013). How to prolong a sales promotion – Ex-post time extension versus reframing. In roceedings of the 42nd European Marketing Academy (EMAC) Conference. bibtex: '@inproceedings{Münkhoff_Garnefeld_Bruns_2013, title={How to prolong a sales promotion – Ex-post time extension versus reframing}, booktitle={roceedings of the 42nd European Marketing Academy (EMAC) Conference}, author={Münkhoff, E and Garnefeld, I and Bruns, A}, year={2013} }' chicago: Münkhoff, E, I Garnefeld, and A Bruns. “How to Prolong a Sales Promotion – Ex-Post Time Extension versus Reframing.” In Roceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. ieee: E. Münkhoff, I. Garnefeld, and A. Bruns, “How to prolong a sales promotion – Ex-post time extension versus reframing,” in roceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. mla: Münkhoff, E., et al. “How to Prolong a Sales Promotion – Ex-Post Time Extension versus Reframing.” Roceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. short: 'E. Münkhoff, I. Garnefeld, A. Bruns, in: Roceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' date_created: 2019-02-16T10:09:34Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: roceedings of the 42nd European Marketing Academy (EMAC) Conference status: public title: How to prolong a sales promotion – Ex-post time extension versus reframing type: conference user_id: '57352' year: '2013' ... --- _id: '7736' author: - first_name: T full_name: Posner , T last_name: 'Posner ' - first_name: I full_name: Garnefeld, I last_name: Garnefeld - first_name: A full_name: Eggert, A last_name: Eggert citation: ama: 'Posner T, Garnefeld I, Eggert A. Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior. In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. ; 2013.' apa: Posner , T., Garnefeld, I., & Eggert, A. (2013). Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior. In Proceedings of the 42nd European Marketing Academy (EMAC) Conference. bibtex: '@inproceedings{Posner _Garnefeld_Eggert_2013, title={Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior}, booktitle={Proceedings of the 42nd European Marketing Academy (EMAC) Conference}, author={Posner , T and Garnefeld, I and Eggert, A}, year={2013} }' chicago: Posner , T, I Garnefeld, and A Eggert. “Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior.” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. ieee: T. Posner , I. Garnefeld, and A. Eggert, “Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. mla: Posner , T., et al. “Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior.” Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013. short: 'T. Posner , I. Garnefeld, A. Eggert, in: Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' date_created: 2019-02-18T10:44:22Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: Proceedings of the 42nd European Marketing Academy (EMAC) Conference status: public title: Creating Emotional Brand Attachment through the Salesperson's Brand-Consistent Behavior type: conference user_id: '57352' year: '2013' ... --- _id: '7737' author: - first_name: L full_name: Steinhoff, L last_name: Steinhoff - first_name: R. W full_name: Palmatier, R. W last_name: Palmatier citation: ama: 'Steinhoff L, Palmatier RW. The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance. In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. ; 2013.' apa: 'Steinhoff, L., & Palmatier, R. W. (2013). The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance. In Proceedings of the 42nd European Marketing Academy (EMAC) Conference.' bibtex: '@inproceedings{Steinhoff_Palmatier_2013, title={The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance}, booktitle={Proceedings of the 42nd European Marketing Academy (EMAC) Conference}, author={Steinhoff, L and Palmatier, R. W}, year={2013} }' chicago: 'Steinhoff, L, and R. W Palmatier. “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance.” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' ieee: 'L. Steinhoff and R. W. Palmatier, “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' mla: 'Steinhoff, L., and R. W. Palmatier. “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance.” Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' short: 'L. Steinhoff, R.W. Palmatier, in: Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.' date_created: 2019-02-18T10:46:24Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: Proceedings of the 42nd European Marketing Academy (EMAC) Conference status: public title: 'The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance' type: conference user_id: '57352' year: '2013' ... --- _id: '7738' author: - first_name: A full_name: Eggert, A last_name: Eggert - first_name: C full_name: Thiesbrummel, C last_name: Thiesbrummel - first_name: C full_name: Deutscher, C last_name: Deutscher citation: ama: 'Eggert A, Thiesbrummel C, Deutscher C. Exploring differential effects of product and service innovations on industrial firms’ financial performance. In: 2013 AMA Winter Marketing Educators’ Proceedings. ; 2013.' apa: Eggert, A., Thiesbrummel, C., & Deutscher, C. (2013). Exploring differential effects of product and service innovations on industrial firms’ financial performance. In 2013 AMA Winter Marketing Educators’ Proceedings. bibtex: '@inproceedings{Eggert_Thiesbrummel_Deutscher_2013, title={Exploring differential effects of product and service innovations on industrial firms’ financial performance}, booktitle={2013 AMA Winter Marketing Educators’ Proceedings}, author={Eggert, A and Thiesbrummel, C and Deutscher, C}, year={2013} }' chicago: Eggert, A, C Thiesbrummel, and C Deutscher. “Exploring Differential Effects of Product and Service Innovations on Industrial Firms’ Financial Performance.” In 2013 AMA Winter Marketing Educators’ Proceedings, 2013. ieee: A. Eggert, C. Thiesbrummel, and C. Deutscher, “Exploring differential effects of product and service innovations on industrial firms’ financial performance,” in 2013 AMA Winter Marketing Educators’ Proceedings, 2013. mla: Eggert, A., et al. “Exploring Differential Effects of Product and Service Innovations on Industrial Firms’ Financial Performance.” 2013 AMA Winter Marketing Educators’ Proceedings, 2013. short: 'A. Eggert, C. Thiesbrummel, C. Deutscher, in: 2013 AMA Winter Marketing Educators’ Proceedings, 2013.' date_created: 2019-02-18T10:48:20Z date_updated: 2022-01-06T07:03:45Z department: - _id: '19' - _id: '180' language: - iso: eng publication: 2013 AMA Winter Marketing Educators' Proceedings status: public title: Exploring differential effects of product and service innovations on industrial firms’ financial performance type: conference user_id: '57352' year: '2013' ... --- _id: '5715' abstract: - lang: eng text: 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. article_type: original author: - first_name: Nancy full_name: Wünderlich, Nancy id: '36392' last_name: Wünderlich - first_name: Florian V full_name: Wangenheim, Florian V last_name: Wangenheim - first_name: Mary Jo full_name: Bitner, Mary Jo last_name: Bitner citation: ama: 'Wünderlich N, Wangenheim FV, Bitner MJ. High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research. 2013;16(1):3-20.' apa: 'Wünderlich, N., Wangenheim, F. V., & Bitner, M. J. (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research, 16(1), 3–20.' bibtex: '@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }' chicago: 'Wünderlich, Nancy, Florian V Wangenheim, and Mary Jo Bitner. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” Journal of Service Research 16, no. 1 (2013): 3–20.' ieee: 'N. Wünderlich, F. V. Wangenheim, and M. J. Bitner, “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.,” Journal of Service Research, vol. 16, no. 1, pp. 3–20, 2013.' mla: 'Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” Journal of Service Research, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles, CA, 2013, pp. 3–20.' short: N. Wünderlich, F.V. Wangenheim, M.J. Bitner, Journal of Service Research 16 (2013) 3–20. date_created: 2018-11-16T09:31:00Z date_updated: 2022-01-06T07:02:37Z department: - _id: '181' intvolume: ' 16' issue: '1' keyword: - service technology - technology-mediated service - service counterpart - smart service - remote service - technology adoption language: - iso: eng page: 3-20 publication: Journal of Service Research publication_status: published publisher: 'SAGE Publications Sage CA: Los Angeles, CA' status: public title: 'High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.' type: journal_article user_id: '37741' volume: 16 year: '2013' ... --- _id: '6101' author: - first_name: Rüdiger full_name: Kabst, Rüdiger id: '42362' last_name: Kabst - first_name: M C full_name: Wehner, M C last_name: Wehner citation: ama: 'Kabst R, Wehner MC. Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten. PERSONALquartely. 2013;65(4):34-39.' apa: 'Kabst, R., & Wehner, M. C. (2013). Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten. PERSONALquartely, 65(4), 34–39.' bibtex: '@article{Kabst_Wehner_2013, title={Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten}, volume={65}, number={4}, journal={PERSONALquartely}, author={Kabst, Rüdiger and Wehner, M C}, year={2013}, pages={34–39} }' chicago: 'Kabst, Rüdiger, and M C Wehner. “Editorial: Internationales Personalmanagement: Den Kulturellen Kontext Gestalten.” PERSONALquartely 65, no. 4 (2013): 34–39.' ieee: 'R. Kabst and M. C. Wehner, “Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten,” PERSONALquartely, vol. 65, no. 4, pp. 34–39, 2013.' mla: 'Kabst, Rüdiger, and M. C. Wehner. “Editorial: Internationales Personalmanagement: Den Kulturellen Kontext Gestalten.” PERSONALquartely, vol. 65, no. 4, 2013, pp. 34–39.' short: R. Kabst, M.C. Wehner, PERSONALquartely 65 (2013) 34–39. date_created: 2018-12-10T10:56:16Z date_updated: 2022-01-06T07:02:53Z department: - _id: '274' intvolume: ' 65' issue: '4' language: - iso: eng page: 34-39 publication: PERSONALquartely status: public title: 'Editorial: Internationales Personalmanagement: Den kulturellen Kontext gestalten' type: journal_article user_id: '46632' volume: 65 year: '2013' ... --- _id: '6147' author: - first_name: P full_name: Weber, P last_name: Weber - first_name: Rüdiger full_name: Kabst, Rüdiger id: '42362' last_name: Kabst citation: ama: 'Weber P, Kabst R. Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung. In: Hill H, ed. Verwaltungskommunikation - Wissenschaftliche Analyse Und Praktische Beispiele. Baden-Baden: Nomos; 2013:145-152.' apa: 'Weber, P., & Kabst, R. (2013). Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung. In H. Hill (Ed.), Verwaltungskommunikation - Wissenschaftliche Analyse und praktische Beispiele (pp. 145–152). Baden-Baden: Nomos.' bibtex: '@inbook{Weber_Kabst_2013, place={Baden-Baden}, title={Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung}, booktitle={Verwaltungskommunikation - Wissenschaftliche Analyse und praktische Beispiele}, publisher={Nomos}, author={Weber, P and Kabst, Rüdiger}, editor={Hill, HermannEditor}, year={2013}, pages={145–152} }' chicago: 'Weber, P, and Rüdiger Kabst. “Unterstützung von Kommunalverwaltung Bei Bürgerbeteiligung.” In Verwaltungskommunikation - Wissenschaftliche Analyse Und Praktische Beispiele, edited by Hermann Hill, 145–52. Baden-Baden: Nomos, 2013.' ieee: 'P. Weber and R. Kabst, “Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung,” in Verwaltungskommunikation - Wissenschaftliche Analyse und praktische Beispiele, H. Hill, Ed. Baden-Baden: Nomos, 2013, pp. 145–152.' mla: Weber, P., and Rüdiger Kabst. “Unterstützung von Kommunalverwaltung Bei Bürgerbeteiligung.” Verwaltungskommunikation - Wissenschaftliche Analyse Und Praktische Beispiele, edited by Hermann Hill, Nomos, 2013, pp. 145–52. short: 'P. Weber, R. Kabst, in: H. Hill (Ed.), Verwaltungskommunikation - Wissenschaftliche Analyse Und Praktische Beispiele, Nomos, Baden-Baden, 2013, pp. 145–152.' date_created: 2018-12-11T10:57:53Z date_updated: 2022-01-06T07:02:53Z department: - _id: '274' editor: - first_name: Hermann full_name: Hill, Hermann last_name: Hill language: - iso: eng page: 145-152 place: Baden-Baden publication: Verwaltungskommunikation - Wissenschaftliche Analyse und praktische Beispiele publisher: Nomos status: public title: Unterstützung von Kommunalverwaltung bei Bürgerbeteiligung type: book_chapter user_id: '46632' year: '2013' ... --- _id: '6271' author: - first_name: H full_name: Weber, H last_name: Weber - first_name: M full_name: Wehner, M last_name: Wehner - first_name: Rüdiger full_name: Kabst, Rüdiger id: '42362' last_name: Kabst citation: ama: 'Weber H, Wehner M, Kabst R. Institutional Determinants of Work-Family Practices: An International Comparative Examination. . In: ; 2013.' apa: 'Weber, H., Wehner, M., & Kabst, R. (2013). Institutional Determinants of Work-Family Practices: An International Comparative Examination. .' bibtex: '@inproceedings{Weber_Wehner_Kabst_2013, title={Institutional Determinants of Work-Family Practices: An International Comparative Examination. }, author={Weber, H and Wehner, M and Kabst, Rüdiger}, year={2013} }' chicago: 'Weber, H, M Wehner, and Rüdiger Kabst. “Institutional Determinants of Work-Family Practices: An International Comparative Examination. ,” 2013.' ieee: 'H. Weber, M. Wehner, and R. Kabst, “Institutional Determinants of Work-Family Practices: An International Comparative Examination. ,” 2013.' mla: 'Weber, H., et al. Institutional Determinants of Work-Family Practices: An International Comparative Examination. . 2013.' short: 'H. Weber, M. Wehner, R. Kabst, in: 2013.' date_created: 2018-12-18T12:32:57Z date_updated: 2022-01-06T07:02:59Z department: - _id: '274' language: - iso: eng status: public title: 'Institutional Determinants of Work-Family Practices: An International Comparative Examination. ' type: conference user_id: '46632' year: '2013' ... --- _id: '6272' author: - first_name: S full_name: Golubovic, S last_name: Golubovic - first_name: M full_name: Wehner, M last_name: Wehner - first_name: M full_name: Baum, M last_name: Baum - first_name: Rüdiger full_name: Kabst, Rüdiger id: '42362' last_name: Kabst citation: ama: 'Golubovic S, Wehner M, Baum M, Kabst R. HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden? In: ; 2013.' apa: 'Golubovic, S., Wehner, M., Baum, M., & Kabst, R. (2013). HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden?' bibtex: '@inproceedings{Golubovic_Wehner_Baum_Kabst_2013, title={HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden?}, author={Golubovic, S and Wehner, M and Baum, M and Kabst, Rüdiger}, year={2013} }' chicago: 'Golubovic, S, M Wehner, M Baum, and Rüdiger Kabst. “HR-Praktiken Und Innovation: Wie Können Wissens- Und Technologievorsprünge Im Unternehmen Generiert Werden?,” 2013.' ieee: 'S. Golubovic, M. Wehner, M. Baum, and R. Kabst, “HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden?,” 2013.' mla: 'Golubovic, S., et al. HR-Praktiken Und Innovation: Wie Können Wissens- Und Technologievorsprünge Im Unternehmen Generiert Werden? 2013.' short: 'S. Golubovic, M. Wehner, M. Baum, R. Kabst, in: 2013.' date_created: 2018-12-18T12:34:44Z date_updated: 2022-01-06T07:02:59Z department: - _id: '274' language: - iso: eng status: public title: 'HR-Praktiken und Innovation: Wie können Wissens- und Technologievorsprünge im Unternehmen generiert werden?' type: conference user_id: '46632' year: '2013' ... --- _id: '6274' author: - first_name: R full_name: Isidor, R last_name: Isidor - first_name: M full_name: Wehner, M last_name: Wehner - first_name: C full_name: Li, C last_name: Li - first_name: Rüdiger full_name: Kabst, Rüdiger id: '42362' last_name: Kabst citation: ama: 'Isidor R, Wehner M, Li C, Kabst R. Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany. In: ; 2013.' apa: 'Isidor, R., Wehner, M., Li, C., & Kabst, R. (2013). Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany.' bibtex: '@inproceedings{Isidor_Wehner_Li_Kabst_2013, title={Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany}, author={Isidor, R and Wehner, M and Li, C and Kabst, Rüdiger}, year={2013} }' chicago: 'Isidor, R, M Wehner, C Li, and Rüdiger Kabst. “Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany,” 2013.' ieee: 'R. Isidor, M. Wehner, C. Li, and R. Kabst, “Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany,” 2013.' mla: 'Isidor, R., et al. Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany. 2013.' short: 'R. Isidor, M. Wehner, C. Li, R. Kabst, in: 2013.' date_created: 2018-12-18T12:41:41Z date_updated: 2022-01-06T07:02:59Z department: - _id: '274' language: - iso: eng status: public title: 'Institutional Pressures and Interorganizational Imitation: A Quasilongitudinal Analyses of Temporary Work in the UK and Germany' type: conference user_id: '46632' year: '2013' ... --- _id: '480' abstract: - lang: eng text: 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. author: - first_name: Bernd full_name: Frick, Bernd last_name: Frick - first_name: Robert full_name: Simmons, Robert last_name: Simmons citation: ama: 'Frick B, Simmons R. The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley. Journal of Business Economics. 2013;83(2):101-119. doi:10.1007/s11573-013-0652-x' apa: 'Frick, B., & Simmons, R. (2013). The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley. Journal of Business Economics, 83(2), 101–119. https://doi.org/10.1007/s11573-013-0652-x' bibtex: '@article{Frick_Simmons_2013, title={The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley}, volume={83}, DOI={10.1007/s11573-013-0652-x}, number={2}, journal={Journal of Business Economics}, publisher={Springer}, author={Frick, Bernd and Simmons, Robert}, year={2013}, pages={101–119} }' chicago: 'Frick, Bernd, and Robert Simmons. “The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley.” Journal of Business Economics 83, no. 2 (2013): 101–19. https://doi.org/10.1007/s11573-013-0652-x.' ieee: 'B. Frick and R. Simmons, “The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley,” Journal of Business Economics, vol. 83, no. 2, pp. 101–119, 2013.' mla: 'Frick, Bernd, and Robert Simmons. “The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley.” Journal of Business Economics, vol. 83, no. 2, Springer, 2013, pp. 101–19, doi:10.1007/s11573-013-0652-x.' short: B. Frick, R. Simmons, Journal of Business Economics 83 (2013) 101–119. date_created: 2017-10-17T12:42:25Z date_updated: 2022-01-06T07:01:24Z ddc: - '040' department: - _id: '183' doi: 10.1007/s11573-013-0652-x file: - access_level: closed content_type: application/pdf creator: florida date_created: 2018-03-15T14:02:36Z date_updated: 2018-03-15T14:02:36Z file_id: '1322' file_name: 480-Frick.pdf file_size: 371437 relation: main_file success: 1 file_date_updated: 2018-03-15T14:02:36Z has_accepted_license: '1' intvolume: ' 83' issue: '2' language: - iso: eng page: 101-119 project: - _id: '1' name: SFB 901 - _id: '7' name: SFB 901 - Subprojekt A3 - _id: '8' name: SFB 901 - Subproject A4 - _id: '2' name: SFB 901 - Project Area A publication: Journal of Business Economics publisher: Springer status: public title: 'The Impact of Individual and Collective Reputation on Wine Prices: Empirical Evidence from the Mosel Valley' type: journal_article user_id: '477' volume: 83 year: '2013' ... --- _id: '4851' author: - first_name: Ina full_name: Garnefeld, Ina last_name: Garnefeld - first_name: Andreas full_name: Eggert, Andreas last_name: Eggert - first_name: Sabrina V full_name: Helm, Sabrina V last_name: Helm - first_name: Stephen S full_name: Tax, Stephen S last_name: Tax citation: ama: Garnefeld I, Eggert A, Helm SV, Tax SS. Growing existing customers’ revenue streams through customer referral programs. Journal of Marketing. 2013;(4):17--32. apa: Garnefeld, I., Eggert, A., Helm, S. V., & Tax, S. S. (2013). Growing existing customers’ revenue streams through customer referral programs. Journal of Marketing, (4), 17--32. bibtex: '@article{Garnefeld_Eggert_Helm_Tax_2013, title={Growing existing customers’ revenue streams through customer referral programs}, number={4}, journal={Journal of Marketing}, author={Garnefeld, Ina and Eggert, Andreas and Helm, Sabrina V and Tax, Stephen S}, year={2013}, pages={17--32} }' chicago: 'Garnefeld, Ina, Andreas Eggert, Sabrina V Helm, and Stephen S Tax. “Growing Existing Customers’ Revenue Streams through Customer Referral Programs.” Journal of Marketing, no. 4 (2013): 17--32.' ieee: I. Garnefeld, A. Eggert, S. V. Helm, and S. S. Tax, “Growing existing customers’ revenue streams through customer referral programs,” Journal of Marketing, no. 4, pp. 17--32, 2013. mla: Garnefeld, Ina, et al. “Growing Existing Customers’ Revenue Streams through Customer Referral Programs.” Journal of Marketing, no. 4, 2013, pp. 17--32. short: I. Garnefeld, A. Eggert, S.V. Helm, S.S. Tax, Journal of Marketing (2013) 17--32. date_created: 2018-10-25T09:39:22Z date_updated: 2022-01-06T07:01:27Z department: - _id: '180' issue: '4' page: 17--32 publication: Journal of Marketing status: public title: Growing existing customers' revenue streams through customer referral programs type: journal_article user_id: '57352' year: '2013' ...