---
_id: '3541'
author:
- first_name: Julia
  full_name: Rötzmeier-Keuper, Julia
  id: '24869'
  last_name: Rötzmeier-Keuper
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Rötzmeier-Keuper J, Wünderlich N.  Interdependent Relationships Between and
    among Service Providers and Customer Collectives. In: <i>Proceedings of the AMA
    SERVSIG International Service Research Conference</i>. ; 2014.'
  apa: Rötzmeier-Keuper, J., &#38; Wünderlich, N. (2014).  Interdependent Relationships
    Between and among Service Providers and Customer Collectives. In <i>Proceedings
    of the AMA SERVSIG International Service Research Conference</i>. Thessaloniki,
    GR.
  bibtex: '@inproceedings{Rötzmeier-Keuper_Wünderlich_2014, title={ Interdependent
    Relationships Between and among Service Providers and Customer Collectives.},
    booktitle={Proceedings of the AMA SERVSIG International Service Research Conference},
    author={Rötzmeier-Keuper, Julia and Wünderlich, Nancy}, year={2014} }'
  chicago: Rötzmeier-Keuper, Julia, and Nancy Wünderlich. “ Interdependent Relationships
    Between and among Service Providers and Customer Collectives.” In <i>Proceedings
    of the AMA SERVSIG International Service Research Conference</i>, 2014.
  ieee: J. Rötzmeier-Keuper and N. Wünderlich, “ Interdependent Relationships Between
    and among Service Providers and Customer Collectives.,” in <i>Proceedings of the
    AMA SERVSIG International Service Research Conference</i>, Thessaloniki, GR, 2014.
  mla: Rötzmeier-Keuper, Julia, and Nancy Wünderlich. “ Interdependent Relationships
    Between and among Service Providers and Customer Collectives.” <i>Proceedings
    of the AMA SERVSIG International Service Research Conference</i>, 2014.
  short: 'J. Rötzmeier-Keuper, N. Wünderlich, in: Proceedings of the AMA SERVSIG International
    Service Research Conference, 2014.'
conference:
  location: Thessaloniki, GR
  name: AMA SERVSIG International Service Research Conference
date_created: 2018-07-11T07:46:12Z
date_updated: 2022-01-06T06:59:22Z
department:
- _id: '181'
publication: Proceedings of the AMA SERVSIG International Service Research Conference
status: public
title: ' Interdependent Relationships Between and among Service Providers and Customer
  Collectives.'
type: conference_abstract
user_id: '24869'
year: '2014'
...
---
_id: '5714'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Heiner
  full_name: Evanschitzky, Heiner
  last_name: Evanschitzky
citation:
  ama: 'Schumann JH, Wünderlich N, Evanschitzky H. Spillover Effects of Service Failures
    in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.
    <i>Journal of Retailing</i>. 2014;90(1):111-118.'
  apa: 'Schumann, J. H., Wünderlich, N., &#38; Evanschitzky, H. (2014). Spillover
    Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect
    of Special Treatment Benefits. <i>Journal of Retailing</i>, <i>90</i>(1), 111–118.'
  bibtex: '@article{Schumann_Wünderlich_Evanschitzky_2014, title={Spillover Effects
    of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special
    Treatment Benefits.}, volume={90}, number={1}, journal={Journal of Retailing},
    publisher={Elsevier}, author={Schumann, Jan H and Wünderlich, Nancy and Evanschitzky,
    Heiner}, year={2014}, pages={111–118} }'
  chicago: 'Schumann, Jan H, Nancy Wünderlich, and Heiner Evanschitzky. “Spillover
    Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect
    of Special Treatment Benefits.” <i>Journal of Retailing</i> 90, no. 1 (2014):
    111–18.'
  ieee: 'J. H. Schumann, N. Wünderlich, and H. Evanschitzky, “Spillover Effects of
    Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special
    Treatment Benefits.,” <i>Journal of Retailing</i>, vol. 90, no. 1, pp. 111–118,
    2014.'
  mla: 'Schumann, Jan H., et al. “Spillover Effects of Service Failures in Coalition
    Loyalty Programs: The Buffering Effect of Special Treatment Benefits.” <i>Journal
    of Retailing</i>, vol. 90, no. 1, Elsevier, 2014, pp. 111–18.'
  short: J.H. Schumann, N. Wünderlich, H. Evanschitzky, Journal of Retailing 90 (2014)
    111–118.
date_created: 2018-11-16T09:23:24Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        90'
issue: '1'
keyword:
- Service failure
- Spillover effects
- Buffering effect
- Coalition loyalty program
language:
- iso: eng
page: 111-118
publication: Journal of Retailing
publication_status: published
publisher: Elsevier
status: public
title: 'Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering
  Effect of Special Treatment Benefits.'
type: journal_article
user_id: '37741'
volume: 90
year: '2014'
...
---
_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.
    <i>Journal of Service Research</i>. 2013;16(1):3-20.'
  apa: 'Wünderlich, N., Wangenheim, F. V., &#38; Bitner, M. J. (2013). High Tech and
    High Touch: A Framework for Understanding User Attitudes and Behaviors Related
    to Smart Interactive Services. <i>Journal of Service Research</i>, <i>16</i>(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.” <i>Journal of Service Research</i> 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.,” <i>Journal of Service Research</i>, 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.” <i>Journal
    of Service Research</i>, 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: '5716'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Heiner
  full_name: Evanschitzky, Heiner
  last_name: Evanschitzky
- first_name: Florian v
  full_name: Wangenheim, Florian v
  last_name: Wangenheim
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Evanschitzky H, Wangenheim F v, Wünderlich N. Perils of Managing the Service
    Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal of Retailing</i>.
    2012;88(3):356-366.'
  apa: 'Evanschitzky, H., Wangenheim, F. v, &#38; Wünderlich, N. (2012). Perils of
    Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal
    of Retailing</i>, <i>88</i>(3), 356–366.'
  bibtex: '@article{Evanschitzky_Wangenheim_Wünderlich_2012, title={Perils of Managing
    the Service Profit Chain: The Role of Time Lags and Feedback Loops.}, volume={88},
    number={3}, journal={Journal of Retailing}, publisher={Elsevier}, author={Evanschitzky,
    Heiner and Wangenheim, Florian v and Wünderlich, Nancy}, year={2012}, pages={356–366}
    }'
  chicago: 'Evanschitzky, Heiner, Florian v Wangenheim, and Nancy Wünderlich. “Perils
    of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.”
    <i>Journal of Retailing</i> 88, no. 3 (2012): 356–66.'
  ieee: 'H. Evanschitzky, F. v Wangenheim, and N. Wünderlich, “Perils of Managing
    the Service Profit Chain: The Role of Time Lags and Feedback Loops.,” <i>Journal
    of Retailing</i>, vol. 88, no. 3, pp. 356–366, 2012.'
  mla: 'Evanschitzky, Heiner, et al. “Perils of Managing the Service Profit Chain:
    The Role of Time Lags and Feedback Loops.” <i>Journal of Retailing</i>, vol. 88,
    no. 3, Elsevier, 2012, pp. 356–66.'
  short: H. Evanschitzky, F. v Wangenheim, N. Wünderlich, Journal of Retailing 88
    (2012) 356–366.
date_created: 2018-11-16T09:37:06Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        88'
issue: '3'
keyword:
- Employee satisfaction
- Customer satisfaction
- Performance
- Service profit chain
- Feedback loops
- Time lags
- Myopic marketing management
language:
- iso: eng
page: 356-366
publication: Journal of Retailing
publication_status: published
publisher: Elsevier
status: public
title: 'Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback
  Loops.'
type: journal_article
user_id: '37741'
volume: 88
year: '2012'
...
---
_id: '5717'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Marcus S
  full_name: Zimmer, Marcus S
  last_name: Zimmer
citation:
  ama: Schumann JH, Wünderlich N, Zimmer MS. Culture’s Impact on Customer Motivation
    to Engage in Professional Service Enactments. <i>Schmalenbach Business Review</i>.
    2012;64(2):141-165.
  apa: Schumann, J. H., Wünderlich, N., &#38; Zimmer, M. S. (2012). Culture’s Impact
    on Customer Motivation to Engage in Professional Service Enactments. <i>Schmalenbach
    Business Review</i>, <i>64</i>(2), 141–165.
  bibtex: '@article{Schumann_Wünderlich_Zimmer_2012, title={Culture’s Impact on Customer
    Motivation to Engage in Professional Service Enactments.}, volume={64}, number={2},
    journal={Schmalenbach Business Review}, publisher={Springer}, author={Schumann,
    Jan H and Wünderlich, Nancy and Zimmer, Marcus S}, year={2012}, pages={141–165}
    }'
  chicago: 'Schumann, Jan H, Nancy Wünderlich, and Marcus S Zimmer. “Culture’s Impact
    on Customer Motivation to Engage in Professional Service Enactments.” <i>Schmalenbach
    Business Review</i> 64, no. 2 (2012): 141–65.'
  ieee: J. H. Schumann, N. Wünderlich, and M. S. Zimmer, “Culture’s Impact on Customer
    Motivation to Engage in Professional Service Enactments.,” <i>Schmalenbach Business
    Review</i>, vol. 64, no. 2, pp. 141–165, 2012.
  mla: Schumann, Jan H., et al. “Culture’s Impact on Customer Motivation to Engage
    in Professional Service Enactments.” <i>Schmalenbach Business Review</i>, vol.
    64, no. 2, Springer, 2012, pp. 141–65.
  short: J.H. Schumann, N. Wünderlich, M.S. Zimmer, Schmalenbach Business Review 64
    (2012) 141–165.
date_created: 2018-11-16T09:40:23Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        64'
issue: '2'
keyword:
- Co-Production
- Culture
- Customer Participation
- Professional Services
language:
- iso: eng
page: 141-165
publication: Schmalenbach Business Review
publication_status: published
publisher: Springer
status: public
title: Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments.
type: journal_article
user_id: '37741'
volume: 64
year: '2012'
...
---
_id: '5718'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian
  full_name: Wangenheim, Florian
  last_name: Wangenheim
citation:
  ama: 'Schumann JH, Wünderlich N, Wangenheim F. Technology Mediation in Service Delivery:
    A New Typology and an Agenda for Managers and Academics. <i>Technovation</i>.
    2012;32(2):133-143.'
  apa: 'Schumann, J. H., Wünderlich, N., &#38; Wangenheim, F. (2012). Technology Mediation
    in Service Delivery: A New Typology and an Agenda for Managers and Academics.
    <i>Technovation</i>, <i>32</i>(2), 133–143.'
  bibtex: '@article{Schumann_Wünderlich_Wangenheim_2012, title={Technology Mediation
    in Service Delivery: A New Typology and an Agenda for Managers and Academics.},
    volume={32}, number={2}, journal={Technovation}, publisher={Elsevier}, author={Schumann,
    Jan H and Wünderlich, Nancy and Wangenheim, Florian}, year={2012}, pages={133–143}
    }'
  chicago: 'Schumann, Jan H, Nancy Wünderlich, and Florian Wangenheim. “Technology
    Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics.”
    <i>Technovation</i> 32, no. 2 (2012): 133–43.'
  ieee: 'J. H. Schumann, N. Wünderlich, and F. Wangenheim, “Technology Mediation in
    Service Delivery: A New Typology and an Agenda for Managers and Academics.,” <i>Technovation</i>,
    vol. 32, no. 2, pp. 133–143, 2012.'
  mla: 'Schumann, Jan H., et al. “Technology Mediation in Service Delivery: A New
    Typology and an Agenda for Managers and Academics.” <i>Technovation</i>, vol.
    32, no. 2, Elsevier, 2012, pp. 133–43.'
  short: J.H. Schumann, N. Wünderlich, F. Wangenheim, Technovation 32 (2012) 133–143.
date_created: 2018-11-16T09:43:45Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        32'
issue: '2'
keyword:
- Services
- Remote services
- Self-services
- Technology mediation
language:
- iso: eng
page: 133-143
publication: Technovation
publication_status: published
publisher: Elsevier
status: public
title: 'Technology Mediation in Service Delivery: A New Typology and an Agenda for
  Managers and Academics.'
type: journal_article
user_id: '37741'
volume: 32
year: '2012'
...
---
_id: '5719'
abstract:
- lang: ger
  text: 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.
article_type: original
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Florian v
  full_name: Wangenheim, Florian v
  last_name: Wangenheim
- first_name: Hartmut H
  full_name: Holzmüller, Hartmut H
  last_name: Holzmüller
citation:
  ama: 'Wünderlich N, Schumann JH, Wangenheim F v, Holzmüller HH. Management und Marketing
    ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche
    Herausforderungen und künftige Forschungsaufgaben. <i>Zeitschrift für Betriebswirtschaft</i>.
    2011;81(9):977-1001.'
  apa: 'Wünderlich, N., Schumann, J. H., Wangenheim, F. v, &#38; Holzmüller, H. H.
    (2011). Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle
    Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben.
    <i>Zeitschrift für Betriebswirtschaft</i>, <i>81</i>(9), 977–1001.'
  bibtex: '@article{Wünderlich_Schumann_Wangenheim_Holzmüller_2011, title={Management
    und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche
    Herausforderungen und künftige Forschungsaufgaben.}, volume={81}, number={9},
    journal={Zeitschrift für Betriebswirtschaft}, publisher={Springer}, author={Wünderlich,
    Nancy and Schumann, Jan H and Wangenheim, Florian v and Holzmüller, Hartmut H},
    year={2011}, pages={977–1001} }'
  chicago: 'Wünderlich, Nancy, Jan H Schumann, Florian v Wangenheim, and Hartmut H
    Holzmüller. “Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle
    Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben.”
    <i>Zeitschrift für Betriebswirtschaft</i> 81, no. 9 (2011): 977–1001.'
  ieee: 'N. Wünderlich, J. H. Schumann, F. v Wangenheim, and H. H. Holzmüller, “Management
    und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche
    Herausforderungen und künftige Forschungsaufgaben.,” <i>Zeitschrift für Betriebswirtschaft</i>,
    vol. 81, no. 9, pp. 977–1001, 2011.'
  mla: 'Wünderlich, Nancy, et al. “Management und Marketing ferngesteuerter Dienstleistungen:
    Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige
    Forschungsaufgaben.” <i>Zeitschrift für Betriebswirtschaft</i>, vol. 81, no. 9,
    Springer, 2011, pp. 977–1001.'
  short: N. Wünderlich, J.H. Schumann, F. v Wangenheim, H.H. Holzmüller, Zeitschrift
    für Betriebswirtschaft 81 (2011) 977–1001.
date_created: 2018-11-16T09:46:58Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
extern: '1'
intvolume: '        81'
issue: '9'
keyword:
- Technologieintensive Dienstleistungen
- remote services
- Dienstleistungstechnologien
language:
- iso: ger
page: 977-1001
publication: Zeitschrift für Betriebswirtschaft
publication_status: published
publisher: Springer
status: public
title: 'Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle
  Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben.'
type: journal_article
user_id: '37741'
volume: 81
year: '2011'
...
---
_id: '5720'
citation:
  ama: 'Ackermann S, Wünderlich N, Wangenheim F v., eds. <i>Geschäftsmodelle in virtuellen
    Spielwelten</i>. München: Books on Demand; 2010.'
  apa: 'Ackermann, S., Wünderlich, N., &#38; Wangenheim, F. v. (Eds.). (2010). <i>Geschäftsmodelle
    in virtuellen Spielwelten</i>. München: Books on Demand.'
  bibtex: '@book{Ackermann_Wünderlich_Wangenheim_2010, place={München}, title={Geschäftsmodelle
    in virtuellen Spielwelten}, publisher={Books on Demand}, year={2010} }'
  chicago: 'Ackermann, Sebastian, Nancy Wünderlich, and Florian v. Wangenheim, eds.
    <i>Geschäftsmodelle in virtuellen Spielwelten</i>. München: Books on Demand, 2010.'
  ieee: 'S. Ackermann, N. Wünderlich, and F. v. Wangenheim, Eds., <i>Geschäftsmodelle
    in virtuellen Spielwelten</i>. München: Books on Demand, 2010.'
  mla: Ackermann, Sebastian, et al., editors. <i>Geschäftsmodelle in virtuellen Spielwelten</i>.
    Books on Demand, 2010.
  short: S. Ackermann, N. Wünderlich, F. v. Wangenheim, eds., Geschäftsmodelle in
    virtuellen Spielwelten, Books on Demand, München, 2010.
date_created: 2018-11-16T09:52:05Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
editor:
- first_name: Sebastian
  full_name: Ackermann, Sebastian
  last_name: Ackermann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian v.
  full_name: Wangenheim, Florian v.
  last_name: Wangenheim
extern: '1'
language:
- iso: ger
place: München
publication_identifier:
  isbn:
  - '9783842301511'
publication_status: published
publisher: Books on Demand
status: public
title: Geschäftsmodelle in virtuellen Spielwelten
type: book_editor
user_id: '37741'
year: '2010'
...
---
_id: '5721'
abstract:
- lang: eng
  text: 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:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Wünderlich N. <i>Acceptance of Remote Services – Perception, Adoption, and
    Continued Usage in Organizational Settings</i>. 1st ed. Wiesbaden: Springer Gabler;
    2009.'
  apa: 'Wünderlich, N. (2009). <i>Acceptance of Remote Services – Perception, Adoption,
    and Continued Usage in Organizational Settings</i> (1st ed.). Wiesbaden: Springer
    Gabler.'
  bibtex: '@book{Wünderlich_2009, place={Wiesbaden}, edition={1}, title={Acceptance
    of Remote Services – Perception, Adoption, and Continued Usage in Organizational
    Settings}, publisher={Springer Gabler}, author={Wünderlich, Nancy}, year={2009}
    }'
  chicago: 'Wünderlich, Nancy. <i>Acceptance of Remote Services – Perception, Adoption,
    and Continued Usage in Organizational Settings</i>. 1st ed. Wiesbaden: Springer
    Gabler, 2009.'
  ieee: 'N. Wünderlich, <i>Acceptance of Remote Services – Perception, Adoption, and
    Continued Usage in Organizational Settings</i>, 1st ed. Wiesbaden: Springer Gabler,
    2009.'
  mla: Wünderlich, Nancy. <i>Acceptance of Remote Services – Perception, Adoption,
    and Continued Usage in Organizational Settings</i>. 1st ed., Springer Gabler,
    2009.
  short: N. Wünderlich, Acceptance of Remote Services – Perception, Adoption, and
    Continued Usage in Organizational Settings, 1st ed., Springer Gabler, Wiesbaden,
    2009.
date_created: 2018-11-16T10:01:13Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
edition: '1'
extern: '1'
language:
- iso: eng
place: Wiesbaden
publication_identifier:
  isbn:
  - 978-3-8349-1957-1
publication_status: published
publisher: Springer Gabler
status: public
title: Acceptance of Remote Services – Perception, Adoption, and Continued Usage in
  Organizational Settings
type: book
user_id: '37741'
year: '2009'
...