@inproceedings{3541,
  author       = {{Rötzmeier-Keuper, Julia and Wünderlich, Nancy}},
  booktitle    = {{Proceedings of the AMA SERVSIG International Service Research Conference}},
  location     = {{Thessaloniki, GR}},
  title        = {{{ Interdependent Relationships Between and among Service Providers and Customer Collectives.}}},
  year         = {{2014}},
}

@article{5714,
  abstract     = {{Coalition loyalty programs are on the rise, yet few studies investigate the impact of service failures in such programs. Using data from a retail context, the authors show that a program partner deemed responsible for a service failure suffers negative customer responses. However, customers’ perceptions of the benefits of the coalition loyalty program buffer these consequences. Perhaps most importantly, when customers perceive the program's special treatment benefits as low, direct and indirect spillover effects occur, such that a service failure by one program partner has a negative effect on customer loyalty toward the program itself.}},
  author       = {{Schumann, Jan H and Wünderlich, Nancy and Evanschitzky, Heiner}},
  journal      = {{Journal of Retailing}},
  keywords     = {{Service failure, Spillover effects, Buffering effect, Coalition loyalty program}},
  number       = {{1}},
  pages        = {{111--118}},
  publisher    = {{Elsevier}},
  title        = {{{Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.}}},
  volume       = {{90}},
  year         = {{2014}},
}

@article{5715,
  abstract     = {{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.}},
  author       = {{Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}},
  journal      = {{Journal of Service Research}},
  keywords     = {{service technology, technology-mediated service, service counterpart, smart service, remote service, technology adoption}},
  number       = {{1}},
  pages        = {{3--20}},
  publisher    = {{SAGE Publications Sage CA: Los Angeles, CA}},
  title        = {{{High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}}},
  volume       = {{16}},
  year         = {{2013}},
}

@article{5716,
  abstract     = {{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.}},
  author       = {{Evanschitzky, Heiner and Wangenheim, Florian v and Wünderlich, Nancy}},
  journal      = {{Journal of Retailing}},
  keywords     = {{Employee satisfaction, Customer satisfaction, Performance, Service profit chain, Feedback loops, Time lags, Myopic marketing management}},
  number       = {{3}},
  pages        = {{356--366}},
  publisher    = {{Elsevier}},
  title        = {{{Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.}}},
  volume       = {{88}},
  year         = {{2012}},
}

@article{5717,
  abstract     = {{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.}},
  author       = {{Schumann, Jan H and Wünderlich, Nancy and Zimmer, Marcus S}},
  journal      = {{Schmalenbach Business Review}},
  keywords     = {{Co-Production, Culture, Customer Participation, Professional Services}},
  number       = {{2}},
  pages        = {{141--165}},
  publisher    = {{Springer}},
  title        = {{{Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.}}},
  volume       = {{64}},
  year         = {{2012}},
}

@article{5718,
  abstract     = {{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.}},
  author       = {{Schumann, Jan H and Wünderlich, Nancy and Wangenheim, Florian}},
  journal      = {{Technovation}},
  keywords     = {{Services, Remote services, Self-services, Technology mediation}},
  number       = {{2}},
  pages        = {{133--143}},
  publisher    = {{Elsevier}},
  title        = {{{Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics.}}},
  volume       = {{32}},
  year         = {{2012}},
}

@article{5719,
  abstract     = {{Die Möglichkeiten der Erbringung von Dienstleistungen haben sich durch die Entwicklungen der Informations- und Kommunikationstechnologien stark erweitert. Unter Zuhilfenahme moderner Formen der Datenfernübertragung kann eine breite Palette von Dienstleistungen technologisch vermittelt über große Entfernungen hinweg erbracht werden. Diesen als ferngesteuerte Dienstleistungen bezeichneten Angeboten kommt in der Praxis eine immer größere Bedeutung zu. In der betriebswirtschaftlichen Literatur wurde ihnen bisher jedoch wenig Beachtung geschenkt. In diesem Überblicksartikel erfolgt daher eine erste Auseinandersetzung mit betriebswirtschaftlich relevanten Aspekten ferngesteuerter Dienstleistungen. Ausgehend von einer begrifflichen Abgrenzung und Konzeptualisierung dieses neuen Dienstleistungstypus im Abgleich mit bestehenden Systematisierungsansätzen werden die spezifischen Herausforderungen des Management und Marketing von ferngesteuerten Dienstleistungen reflektiert und sowie künftige Forschungsaufgaben abgeleitet.}},
  author       = {{Wünderlich, Nancy and Schumann, Jan H and Wangenheim, Florian v and Holzmüller, Hartmut H}},
  journal      = {{Zeitschrift für Betriebswirtschaft}},
  keywords     = {{Technologieintensive Dienstleistungen, remote services, Dienstleistungstechnologien}},
  number       = {{9}},
  pages        = {{977--1001}},
  publisher    = {{Springer}},
  title        = {{{Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben.}}},
  volume       = {{81}},
  year         = {{2011}},
}

@book{5720,
  editor       = {{Ackermann, Sebastian and Wünderlich, Nancy and Wangenheim, Florian v.}},
  isbn         = {{9783842301511}},
  publisher    = {{Books on Demand}},
  title        = {{{Geschäftsmodelle in virtuellen Spielwelten}}},
  year         = {{2010}},
}

@book{5721,
  abstract     = {{The increasing employment of information and communication technologies in companies and households has led to considerable changes in the way services are conceived, developed, and delivered. Nancy V. Wünderlich employs a multi-method approach comprising an international qualitative study in Germany, USA and China and a longitudinal quantitative study to analyze remote services. She develops the Interactive Technology-Mediated Service Model (ITSUM) to provide a comprehensive approach of explaining both initial acceptance and repeated, continued usage of remote services in organizations. Finally, she derives managerial implications for remote service providers on how to increase remote service acceptance among their customers and facilitate the export of remote services.}},
  author       = {{Wünderlich, Nancy}},
  isbn         = {{978-3-8349-1957-1}},
  publisher    = {{Springer Gabler}},
  title        = {{{Acceptance of Remote Services – Perception, Adoption, and Continued Usage in Organizational Settings}}},
  year         = {{2009}},
}