@article{45734,
  author       = {{Garnefeld, I. and Steinhoff, Lena}},
  journal      = {{Journal of Service Management}},
  number       = {{1}},
  pages        = {{64--81}},
  title        = {{{Primacy versus Recency Effects in Extended Service Encounters}}},
  doi          = {{http://dx.doi.org/10.1108/09564231311304198}},
  volume       = {{24}},
  year         = {{2013}},
}

@inproceedings{45749,
  author       = {{Steinhoff, Lena and Palmatier, R. W.}},
  booktitle    = {{Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul}},
  location     = {{Istanbul}},
  title        = {{{The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance}}},
  year         = {{2013}},
}

@techreport{45756,
  author       = {{Steinhoff, Lena and Palmatier, R. W.}},
  pages        = {{13--105}},
  title        = {{{Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series}}},
  year         = {{2013}},
}

@inproceedings{45750,
  author       = {{Eggert, A. and Garnefeld, I. and Steinhoff, Lena}},
  booktitle    = {{2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago}},
  location     = {{Chicago}},
  title        = {{{The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs}}},
  year         = {{2012}},
}

@inproceedings{45751,
  author       = {{Eggert, A. and Garnefeld, I. and Steinhoff, Lena}},
  booktitle    = {{2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg}},
  location     = {{St. Petersburg}},
  title        = {{{Endowed Status in Hierarchical Loyalty Programs}}},
  year         = {{2012}},
}

@inproceedings{45752,
  author       = {{Eggert, A. and Garnefeld, I. and Steinhoff, Lena}},
  booktitle    = {{2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin}},
  location     = {{Austin}},
  title        = {{{Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy}}},
  year         = {{2011}},
}

@inproceedings{45753,
  author       = {{Hunter, G. and Garnefeld, I. and Steinhoff, Lena}},
  booktitle    = {{2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin}},
  location     = {{Austin}},
  title        = {{{Can Retailers Improve Loyalty by Empowering Consumers?}}},
  year         = {{2011}},
}