@article{5701,
  abstract     = {{Purpose
– The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. 

Design/methodology/approach
– This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. 

Findings
– We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. 

Originality/value
– Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.}},
  author       = {{Wünderlich, Nancy and Heinonen, Kristina and Ostrom, Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}},
  journal      = {{Journal of Services Marketing}},
  keywords     = {{Connected services, Intelligent object, New service type, Smart services}},
  number       = {{6/7}},
  pages        = {{442--447}},
  publisher    = {{Emerald Group Publishing Limited}},
  title        = {{{Futurizing” Smart Service: Implications for Service Researchers and Managers.}}},
  volume       = {{29}},
  year         = {{2015}},
}

@article{5703,
  abstract     = {{Purpose
– The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. 

Design/methodology/approach
– This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. 

Findings
– This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. 

Originality/value
– The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.}},
  author       = {{Gustafsson, Anders and Aksoy, Lerzan and Brady, Michael K and McColl-Kennedy, Janet R and Sirianni, Nancy J and Witell, Lars and Wünderlich, Nancy}},
  journal      = {{Journal of Services Marketing}},
  keywords     = {{Relevance, Service technology, Service innovation, Customer experience, Rigor, Service outcomes}},
  number       = {{6/7}},
  pages        = {{425--429}},
  publisher    = {{Emerald Group Publishing Limited}},
  title        = {{{Conducting Service Research that Matters.}}},
  volume       = {{29}},
  year         = {{2015}},
}

@article{5704,
  abstract     = {{Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21st century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects customer–firm relationships. Drawing from the service-dominant logic and its central concept of value-in-context, we discuss customers’ value creation in self-service and personal service channels and examine the long-term impact of these channels on customer retention. Using longitudinal customer data, we investigate how the ratio of self-service versus personal service use influences customer defection over time. Our findings suggest that the ratio of self-service to personal service used affects customer defection in a U-shaped manner, with intermediate levels of both self-service and personal service use being associated with the lowest likelihood of defection. We also find that this effect mitigates over time. We conclude that firms should not shift customers toward self-service channels completely, especially not at the beginning of a relationship. Our study underlines the importance of understanding when and how self-service technologies create valuable customer experiences and stresses the notion of actively managing customers’ cocreation of value. }},
  author       = {{Scherer, Anne and Wünderlich, Nancy and Von Wangenheim, Florian}},
  issn         = {{0276-7783.}},
  journal      = {{MIS Quarterly}},
  keywords     = {{customer defection, customer retention, e-service, longitudinal, Self-service, value-in-context}},
  number       = {{1}},
  pages        = {{177--200}},
  publisher    = {{MIS RC}},
  title        = {{{The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.}}},
  volume       = {{39}},
  year         = {{2015}},
}

@article{5705,
  abstract     = {{Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is to identify missing links in the literature and to craft a future research agenda to advance LP research and practice. Our discussion focuses on three key areas: (1) LP designs, (2) Assessment of LP performance, and (3) Emerging trends and the impact of new technologies. We highlight several gaps in the literature and outline research opportunities in each area.}},
  author       = {{Breugelmans, Els and Bijmolt, Tammo H A and Zhang, Jie and Basso, Leonardo J and Dorotic, Matilda and Kopalle, Praveen and Minnema, Alec and Mijnlieff, Willem Jan and Wünderlich, Nancy}},
  journal      = {{Marketing Letters}},
  keywords     = {{Loyalty programs, Loyalty program design, Loyalty program performance assessment, Emerging trends, Partnership loyalty programs, Customer relationship management}},
  number       = {{2}},
  pages        = {{127--139}},
  publisher    = {{Springer}},
  title        = {{{Advancing Research on Loyalty Programs: A Future Research Agenda.}}},
  volume       = {{26}},
  year         = {{2015}},
}

@misc{5930,
  author       = {{Mikroökonomie, Lehrstuhl}},
  publisher    = {{Universität Paderborn}},
  title        = {{{Bilateral matching and bargaining games}}},
  year         = {{2015}},
}

@article{6248,
  author       = {{Zoyke, A. and Kremer, H.-Hugo and Sampaio-Araujo, J.}},
  journal      = {{Kölner Zeitschrift für Wirtschaft und Pädagogik}},
  pages        = {{129 -- 144}},
  title        = {{{Komplexe Selbstlernaufgabe (,WiWi-Studies') in der Eingangsphase wirtschaftswissenschaftlicher Bachelorstudiengänge. Einblicke in ein Design-Based Research-Projekt mit Studierendenbefragungen}}},
  volume       = {{58}},
  year         = {{2015}},
}

@inbook{6260,
  author       = {{Kremer, H.-Hugo and Rüschen, E.}},
  booktitle    = {{Crossing Boundaries in Vocational Education and Training: Innovative Concepts for the 21st Century. Conference Proceedings}},
  editor       = {{Gessler, M. and Freund, L.}},
  pages        = {{98--104}},
  title        = {{{What does Vocational Mean? Exploring the Understanding of Vocational in Higher Education and Vocational Education}}},
  year         = {{2015}},
}

@article{6263,
  author       = {{Kerbs, N. and Kremer, H.-Hugo and Rüschen, E. and Sampaio-Araujo, J. and Zoyke, A.}},
  journal      = {{Das Hochschulwesen}},
  pages        = {{67--73}},
  title        = {{{Gestaltung der Studieneingangsphase an einer wirtschaftswissenschaftlichen Fakultät}}},
  volume       = {{2}},
  year         = {{2015}},
}

@inbook{6264,
  author       = {{Beutner, Marc and Kremer, H.-Hugo and Kundisch, Heike and Rohde, S. and Zoyke, A.}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M-}},
  pages        = {{7--18}},
  title        = {{{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung: Das Forschungs- und Entwicklungsprojekt InBig}}},
  year         = {{2015}},
}

@inbook{6267,
  author       = {{Kremer, H.-Hugo and Zoyke, A.}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Enwticklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{19--40}},
  title        = {{{Überlegungen zur Modellierung der Bildungsarbeit im Rahmen von InBig}}},
  year         = {{2015}},
}

@inbook{6268,
  author       = {{Kranert, T. and Kremer, H.-Hugo and Zoyke, A.}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{41--76}},
  title        = {{{Bildungsgangarbeit an Berufskollegs. Diskussionsbericht zur Bestandserhebung an den Pilot-Berufskollegs im Projekt InBig}}},
  year         = {{2015}},
}

@inbook{6403,
  author       = {{Kremer, H.-Hugo and Beutner, Marc and Kranert, T.}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsgangarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-Hugo and Beutner, Marc}},
  pages        = {{77--86}},
  title        = {{{Grundstrukturen und Arbeitsbasis - Zur Entwicklung der Standortkonzepte - InBig als Forschungsfrage und Entwicklungsarena}}},
  year         = {{2015}},
}

@inbook{6405,
  author       = {{Rose, S. and Kranert, T. and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsgangarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-Hugo and Beutner, Marc}},
  pages        = {{87--100}},
  title        = {{{Kurzportrait zum Standortkonzept des Robert-Bosch-Berufskolleg der Stadt Dortmund}}},
  year         = {{2015}},
}

@inbook{6406,
  author       = {{Beutner, Marc and Kranert, T. and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsgangarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-Hugo and Beutner, Marc}},
  pages        = {{109--129}},
  title        = {{{Kurzportrait zum Standortkonzept des Berufskollegs Ernährung, Sozialwesen, Technik in Geilenkirchen}}},
  year         = {{2015}},
}

@misc{6409,
  author       = {{Kremer, H.-Hugo and Kückmann, Marie-Ann and Sloane, Peter F. E. and Zoyke, A.}},
  title        = {{{,Voraussetzungen und Möglichkeiten der Gestaltung gemeinsamen Lernens für Jugendliche mit sonderpädagogischem Förderbedarf im Bereich Lern- und Entwicklungsstörungen' im Auftrag des Ministeriums für Schule und Weiterbildung des Landes Nordrhein-Westfalen}}},
  year         = {{2015}},
}

@inbook{6411,
  author       = {{Beutner, Marc and Eickhoff, A. and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{131--152}},
  title        = {{{Praxisformate in der Ausbildungsvorbereitung }}},
  year         = {{2015}},
}

@inbook{6418,
  author       = {{Kundisch, Heike and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{257--276}},
  title        = {{{Kollegiale Weiterbildung. Entwicklung, Qualifizierung und Rollenverschärfung für Nachwuchsführungskräfte an Berufskollegs}}},
  year         = {{2015}},
}

@inbook{6419,
  author       = {{Kückmann, Marie-Ann and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{277 -- 296}},
  title        = {{{Multiprofessionelle Teamarbeit - Notwendigkeit und (schleichende) Veränderung von Berufskollegs}}},
  year         = {{2015}},
}

@inbook{6420,
  author       = {{Kranert, T. and Kremer, H.-Hugo}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsarbeit in einer dualisierten Ausbildungsvorbereitung. Ergebnisse und Reflexionn aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{297--328}},
  title        = {{{Auf dem Wege zur Qualität in der Ausbildungsvorbereitung - Einblicke in Prozesse zur Entwicklung und Implementation innovativer Konzepte}}},
  year         = {{2015}},
}

@inbook{6422,
  author       = {{Kremer, H.-Hugo and Kundisch, Heike and Schreiner, K.}},
  booktitle    = {{Individuelle Kompetenzentwicklungswege: Bildungsgangarbeit in einer dualisierten Ausbildungsarbeit. Ergebnisse und Reflexionen aus dem Forschungs- und Entwicklungsprojekt InBig}},
  editor       = {{Kremer, H.-H. and Beutner, M.}},
  pages        = {{329--344}},
  title        = {{{Entwicklung von Berufskollegs - Handlungsfelder, Herausforderungen und Unterstützungsbedarf von Nachwuchsführungskräften in der Beruflichen Bildung}}},
  year         = {{2015}},
}