---
_id: '45734'
author:
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: Garnefeld I, Steinhoff L. Primacy versus Recency Effects in Extended Service
    Encounters. <i>Journal of Service Management</i>. 2013;24(1):64-81. doi:<a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>
  apa: Garnefeld, I., &#38; Steinhoff, L. (2013). Primacy versus Recency Effects in
    Extended Service Encounters. <i>Journal of Service Management</i>, <i>24</i>(1),
    64–81. <a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>
  bibtex: '@article{Garnefeld_Steinhoff_2013, title={Primacy versus Recency Effects
    in Extended Service Encounters}, volume={24}, DOI={<a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>},
    number={1}, journal={Journal of Service Management}, author={Garnefeld, I. and
    Steinhoff, Lena}, year={2013}, pages={64–81} }'
  chicago: 'Garnefeld, I., and Lena Steinhoff. “Primacy versus Recency Effects in
    Extended Service Encounters.” <i>Journal of Service Management</i> 24, no. 1 (2013):
    64–81. <a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>.'
  ieee: 'I. Garnefeld and L. Steinhoff, “Primacy versus Recency Effects in Extended
    Service Encounters,” <i>Journal of Service Management</i>, vol. 24, no. 1, pp.
    64–81, 2013, doi: <a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>.'
  mla: Garnefeld, I., and Lena Steinhoff. “Primacy versus Recency Effects in Extended
    Service Encounters.” <i>Journal of Service Management</i>, vol. 24, no. 1, 2013,
    pp. 64–81, doi:<a href="http://dx.doi.org/10.1108/09564231311304198">http://dx.doi.org/10.1108/09564231311304198</a>.
  short: I. Garnefeld, L. Steinhoff, Journal of Service Management 24 (2013) 64–81.
date_created: 2023-06-22T16:47:01Z
date_updated: 2024-01-15T16:21:48Z
department:
- _id: '733'
doi: http://dx.doi.org/10.1108/09564231311304198
intvolume: '        24'
issue: '1'
language:
- iso: eng
page: 64-81
publication: Journal of Service Management
publication_status: published
status: public
title: Primacy versus Recency Effects in Extended Service Encounters
type: journal_article
user_id: '68445'
volume: 24
year: '2013'
...
---
_id: '45749'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  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:
    <i>Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul</i>.
    ; 2013.'
  apa: 'Steinhoff, L., &#38; Palmatier, R. W. (2013). The Effect of Loyalty Programs
    on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty
    Program Performance. <i>Proceedings of the 42nd European Marketing Academy (EMAC)
    Conference, Istanbul</i>. Proceedings of the 42nd European Marketing Academy (EMAC)
    Conference, Istanbul.'
  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, Istanbul}, author={Steinhoff, Lena and Palmatier, R. W.}, year={2013}
    }'
  chicago: 'Steinhoff, Lena, and R. W. Palmatier. “The Effect of Loyalty Programs
    on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty
    Program Performance.” In <i>Proceedings of the 42nd European Marketing Academy
    (EMAC) Conference, Istanbul</i>, 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,”
    presented at the Proceedings of the 42nd European Marketing Academy (EMAC) Conference,
    Istanbul, 2013.'
  mla: 'Steinhoff, Lena, and R. W. Palmatier. “The Effect of Loyalty Programs on Target
    and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance.”
    <i>Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul</i>,
    2013.'
  short: 'L. Steinhoff, R.W. Palmatier, in: Proceedings of the 42nd European Marketing
    Academy (EMAC) Conference, Istanbul, 2013.'
conference:
  location: Istanbul
  name: Proceedings of the 42nd European Marketing Academy (EMAC) Conference
date_created: 2023-06-22T17:04:26Z
date_updated: 2024-01-15T16:36:59Z
department:
- _id: '733'
language:
- iso: eng
publication: Proceedings of the 42nd European Marketing Academy (EMAC) Conference,
  Istanbul
publication_status: published
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: '68445'
year: '2013'
...
---
_id: '45756'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: R. W.
  full_name: Palmatier, R. W.
  last_name: Palmatier
citation:
  ama: Steinhoff L, Palmatier RW. <i>Understanding the Effectiveness of Loyalty Programs,
    Marketing Science Institute (MSI) Working Paper Series</i>.; 2013:13-105.
  apa: Steinhoff, L., &#38; Palmatier, R. W. (2013). <i>Understanding the Effectiveness
    of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series</i>
    (pp. 13–105).
  bibtex: '@book{Steinhoff_Palmatier_2013, title={Understanding the Effectiveness
    of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series},
    author={Steinhoff, Lena and Palmatier, R. W.}, year={2013}, pages={13–105} }'
  chicago: Steinhoff, Lena, and R. W. Palmatier. <i>Understanding the Effectiveness
    of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series</i>,
    2013.
  ieee: L. Steinhoff and R. W. Palmatier, <i>Understanding the Effectiveness of Loyalty
    Programs, Marketing Science Institute (MSI) Working Paper Series</i>. 2013, pp.
    13–105.
  mla: Steinhoff, Lena, and R. W. Palmatier. <i>Understanding the Effectiveness of
    Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series</i>.
    2013, pp. 13–105.
  short: L. Steinhoff, R.W. Palmatier, Understanding the Effectiveness of Loyalty
    Programs, Marketing Science Institute (MSI) Working Paper Series, 2013.
date_created: 2023-06-22T17:11:23Z
date_updated: 2024-01-29T12:28:24Z
department:
- _id: '733'
language:
- iso: eng
page: 13-105
publication_status: published
related_material:
  link:
  - relation: confirmation
    url: https://www.msi.org/working-papers/understanding-the-effectiveness-of-loyalty-programs/
status: public
title: Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute
  (MSI) Working Paper Series
type: working_paper
user_id: '68445'
year: '2013'
...
---
_id: '45750'
author:
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Eggert A, Garnefeld I, Steinhoff L. The Bright and Dark Side of Endowed Status
    in Hierarchical Loyalty Programs. In: <i>2012 AMA Summer Marketing Educators’
    Conference Proceedings, Chicago</i>. ; 2012.'
  apa: Eggert, A., Garnefeld, I., &#38; Steinhoff, L. (2012). The Bright and Dark
    Side of Endowed Status in Hierarchical Loyalty Programs. <i>2012 AMA Summer Marketing
    Educators’ Conference Proceedings, Chicago</i>. 2012 AMA Summer Marketing Educators’
    Conference Proceedings, Chicago.
  bibtex: '@inproceedings{Eggert_Garnefeld_Steinhoff_2012, title={The Bright and Dark
    Side of Endowed Status in Hierarchical Loyalty Programs}, booktitle={2012 AMA
    Summer Marketing Educators’ Conference Proceedings, Chicago}, author={Eggert,
    A. and Garnefeld, I. and Steinhoff, Lena}, year={2012} }'
  chicago: Eggert, A., I. Garnefeld, and Lena Steinhoff. “The Bright and Dark Side
    of Endowed Status in Hierarchical Loyalty Programs.” In <i>2012 AMA Summer Marketing
    Educators’ Conference Proceedings, Chicago</i>, 2012.
  ieee: A. Eggert, I. Garnefeld, and L. Steinhoff, “The Bright and Dark Side of Endowed
    Status in Hierarchical Loyalty Programs,” presented at the 2012 AMA Summer Marketing
    Educators’ Conference Proceedings, Chicago, 2012.
  mla: Eggert, A., et al. “The Bright and Dark Side of Endowed Status in Hierarchical
    Loyalty Programs.” <i>2012 AMA Summer Marketing Educators’ Conference Proceedings,
    Chicago</i>, 2012.
  short: 'A. Eggert, I. Garnefeld, L. Steinhoff, in: 2012 AMA Summer Marketing Educators’
    Conference Proceedings, Chicago, 2012.'
conference:
  location: Chicago
  name: 2012 AMA Summer Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T17:05:15Z
date_updated: 2024-01-15T16:38:15Z
department:
- _id: '733'
language:
- iso: eng
publication: 2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago
publication_status: published
status: public
title: The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs
type: conference
user_id: '68445'
year: '2012'
...
---
_id: '45751'
author:
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Eggert A, Garnefeld I, Steinhoff L. Endowed Status in Hierarchical Loyalty
    Programs. In: <i>2012 AMA Winter Marketing Educators’ Conference Proceedings,
    St. Petersburg</i>. ; 2012.'
  apa: Eggert, A., Garnefeld, I., &#38; Steinhoff, L. (2012). Endowed Status in Hierarchical
    Loyalty Programs. <i>2012 AMA Winter Marketing Educators’ Conference Proceedings,
    St. Petersburg</i>. 2012 AMA Winter Marketing Educators’ Conference Proceedings,
    St. Petersburg.
  bibtex: '@inproceedings{Eggert_Garnefeld_Steinhoff_2012, title={Endowed Status in
    Hierarchical Loyalty Programs}, booktitle={2012 AMA Winter Marketing Educators’
    Conference Proceedings, St. Petersburg}, author={Eggert, A. and Garnefeld, I.
    and Steinhoff, Lena}, year={2012} }'
  chicago: Eggert, A., I. Garnefeld, and Lena Steinhoff. “Endowed Status in Hierarchical
    Loyalty Programs.” In <i>2012 AMA Winter Marketing Educators’ Conference Proceedings,
    St. Petersburg</i>, 2012.
  ieee: A. Eggert, I. Garnefeld, and L. Steinhoff, “Endowed Status in Hierarchical
    Loyalty Programs,” presented at the 2012 AMA Winter Marketing Educators’ Conference
    Proceedings, St. Petersburg, 2012.
  mla: Eggert, A., et al. “Endowed Status in Hierarchical Loyalty Programs.” <i>2012
    AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg</i>, 2012.
  short: 'A. Eggert, I. Garnefeld, L. Steinhoff, in: 2012 AMA Winter Marketing Educators’
    Conference Proceedings, St. Petersburg, 2012.'
conference:
  location: St. Petersburg
  name: 2012 AMA Winter Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T17:06:03Z
date_updated: 2024-01-15T16:41:38Z
department:
- _id: '733'
extern: '1'
language:
- iso: eng
publication: 2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg
publication_status: published
status: public
title: Endowed Status in Hierarchical Loyalty Programs
type: conference
user_id: '68445'
year: '2012'
...
---
_id: '45752'
author:
- first_name: A.
  full_name: Eggert, A.
  last_name: Eggert
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Eggert A, Garnefeld I, Steinhoff L. Identifying Valence as a Contingency Variable
    for the Primacy-Recency-Controversy. In: <i>2011 AMA Winter Marketing Educators’
    Conference Proceedings, Austin</i>. ; 2011.'
  apa: Eggert, A., Garnefeld, I., &#38; Steinhoff, L. (2011). Identifying Valence
    as a Contingency Variable for the Primacy-Recency-Controversy. <i>2011 AMA Winter
    Marketing Educators’ Conference Proceedings, Austin</i>. 2011 AMA Winter Marketing
    Educators’ Conference Proceedings, Austin.
  bibtex: '@inproceedings{Eggert_Garnefeld_Steinhoff_2011, title={Identifying Valence
    as a Contingency Variable for the Primacy-Recency-Controversy}, booktitle={2011
    AMA Winter Marketing Educators’ Conference Proceedings, Austin}, author={Eggert,
    A. and Garnefeld, I. and Steinhoff, Lena}, year={2011} }'
  chicago: Eggert, A., I. Garnefeld, and Lena Steinhoff. “Identifying Valence as a
    Contingency Variable for the Primacy-Recency-Controversy.” In <i>2011 AMA Winter
    Marketing Educators’ Conference Proceedings, Austin</i>, 2011.
  ieee: A. Eggert, I. Garnefeld, and L. Steinhoff, “Identifying Valence as a Contingency
    Variable for the Primacy-Recency-Controversy,” presented at the 2011 AMA Winter
    Marketing Educators’ Conference Proceedings, Austin, 2011.
  mla: Eggert, A., et al. “Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy.”
    <i>2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin</i>, 2011.
  short: 'A. Eggert, I. Garnefeld, L. Steinhoff, in: 2011 AMA Winter Marketing Educators’
    Conference Proceedings, Austin, 2011.'
conference:
  location: Austin
  name: 2011 AMA Winter Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T17:06:58Z
date_updated: 2024-01-15T16:42:17Z
department:
- _id: '733'
extern: '1'
language:
- iso: eng
publication: 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin
publication_status: published
status: public
title: Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy
type: conference
user_id: '68445'
year: '2011'
...
---
_id: '45753'
author:
- first_name: G.
  full_name: Hunter, G.
  last_name: Hunter
- first_name: I.
  full_name: Garnefeld, I.
  last_name: Garnefeld
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Hunter G, Garnefeld I, Steinhoff L. Can Retailers Improve Loyalty by Empowering
    Consumers? In: <i>2011 AMA Winter Marketing Educators’ Conference Proceedings,
    Austin</i>. ; 2011.'
  apa: Hunter, G., Garnefeld, I., &#38; Steinhoff, L. (2011). Can Retailers Improve
    Loyalty by Empowering Consumers? <i>2011 AMA Winter Marketing Educators’ Conference
    Proceedings, Austin</i>. 2011 AMA Winter Marketing Educators’ Conference Proceedings,
    Austin.
  bibtex: '@inproceedings{Hunter_Garnefeld_Steinhoff_2011, title={Can Retailers Improve
    Loyalty by Empowering Consumers?}, booktitle={2011 AMA Winter Marketing Educators’
    Conference Proceedings, Austin}, author={Hunter, G. and Garnefeld, I. and Steinhoff,
    Lena}, year={2011} }'
  chicago: Hunter, G., I. Garnefeld, and Lena Steinhoff. “Can Retailers Improve Loyalty
    by Empowering Consumers?” In <i>2011 AMA Winter Marketing Educators’ Conference
    Proceedings, Austin</i>, 2011.
  ieee: G. Hunter, I. Garnefeld, and L. Steinhoff, “Can Retailers Improve Loyalty
    by Empowering Consumers?,” presented at the 2011 AMA Winter Marketing Educators’
    Conference Proceedings, Austin, 2011.
  mla: Hunter, G., et al. “Can Retailers Improve Loyalty by Empowering Consumers?”
    <i>2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin</i>, 2011.
  short: 'G. Hunter, I. Garnefeld, L. Steinhoff, in: 2011 AMA Winter Marketing Educators’
    Conference Proceedings, Austin, 2011.'
conference:
  location: Austin
  name: 2011 AMA Winter Marketing Educators’ Conference Proceedings
date_created: 2023-06-22T17:08:04Z
date_updated: 2024-01-15T16:42:49Z
department:
- _id: '733'
language:
- iso: eng
publication: 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin
publication_status: published
status: public
title: Can Retailers Improve Loyalty by Empowering Consumers?
type: conference
user_id: '68445'
year: '2011'
...