[{"type":"journal_article","keyword":["Organizational Behavior and Human Resource Management","Sociology and Political Science","Information Systems"],"date_created":"2023-11-23T13:10:02Z","abstract":[{"text":"<jats:p> Service frontline encounters between customers and service providers have been subject to fundamental changes in recent years. As two major change agents, technology infusion and data privacy regulations are inextricably linked and constitute a critical ethical and societal issue. Specifically, service frontlines—as represented by human or technological agents, or some hybrid form—rely on customer data for service provision, which subjects them to privacy regulations governing the collection, submission, access, and use of any customer data thus captured. However, scant research outlines the significant implications of evolving data privacy regulations for service frontline encounters. To advance knowledge in this domain, this research distills six key dimensions of global data privacy regulations (fairness, data limits, transparency, control, consent, and recourse). Employing an intelligences theoretical lens, the authors theorize how these dimensions might become differentially manifest across three service frontline interface types (human-based, technology-based, and hybrid). Carefully intersecting the need for varying intelligences across data privacy regulatory dimensions with the abilities of service frontline interfaces to harness each intelligence type, this study offers a novel conceptual framework that advances research and practice. Theoretical, managerial, and policy implications unfold from the proposed framework, which also can inform a future research agenda. </jats:p>","lang":"eng"}],"publication":"Journal of Service Research","issue":"3","doi":"10.1177/10946705221141925","language":[{"iso":"eng"}],"date_updated":"2023-11-23T13:12:23Z","publication_status":"published","intvolume":"        26","year":"2023","title":"Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces","author":[{"id":"4336","first_name":"Lena","last_name":"Steinhoff","full_name":"Steinhoff, Lena"},{"full_name":"Martin, Kelly D.","last_name":"Martin","first_name":"Kelly D."}],"publication_identifier":{"issn":["1094-6705","1552-7379"]},"citation":{"mla":"Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal of Service Research</i>, vol. 26, no. 3, SAGE Publications, 2023, pp. 330–50, doi:<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>.","bibtex":"@article{Steinhoff_Martin_2023, title={Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces}, volume={26}, DOI={<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>}, number={3}, journal={Journal of Service Research}, publisher={SAGE Publications}, author={Steinhoff, Lena and Martin, Kelly D.}, year={2023}, pages={330–350} }","ama":"Steinhoff L, Martin KD. Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces. <i>Journal of Service Research</i>. 2023;26(3):330-350. doi:<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>","ieee":"L. Steinhoff and K. D. Martin, “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces,” <i>Journal of Service Research</i>, vol. 26, no. 3, pp. 330–350, 2023, doi: <a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>.","apa":"Steinhoff, L., &#38; Martin, K. D. (2023). Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces. <i>Journal of Service Research</i>, <i>26</i>(3), 330–350. <a href=\"https://doi.org/10.1177/10946705221141925\">https://doi.org/10.1177/10946705221141925</a>","short":"L. Steinhoff, K.D. Martin, Journal of Service Research 26 (2023) 330–350.","chicago":"Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal of Service Research</i> 26, no. 3 (2023): 330–50. <a href=\"https://doi.org/10.1177/10946705221141925\">https://doi.org/10.1177/10946705221141925</a>."},"user_id":"4336","volume":26,"page":"330-350","_id":"49157","publisher":"SAGE Publications","status":"public"},{"doi":"10.1177/10946705221141925","user_id":"4336","article_number":"109467052211419","publisher":"SAGE Publications","_id":"41317","language":[{"iso":"eng"}],"date_updated":"2023-01-31T15:41:29Z","publication_status":"published","status":"public","title":"Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces","year":"2022","publication_identifier":{"issn":["1094-6705","1552-7379"]},"author":[{"full_name":"Steinhoff, Lena","last_name":"Steinhoff","first_name":"Lena"},{"first_name":"Kelly D.","last_name":"Martin","full_name":"Martin, Kelly D."}],"type":"journal_article","keyword":["Organizational Behavior and Human Resource Management","Sociology and Political Science","Information Systems"],"date_created":"2023-01-31T15:40:03Z","abstract":[{"lang":"eng","text":"<jats:p> Service frontline encounters between customers and service providers have been subject to fundamental changes in recent years. As two major change agents, technology infusion and data privacy regulations are inextricably linked and constitute a critical ethical and societal issue. Specifically, service frontlines—as represented by human or technological agents, or some hybrid form—rely on customer data for service provision, which subjects them to privacy regulations governing the collection, submission, access, and use of any customer data thus captured. However, scant research outlines the significant implications of evolving data privacy regulations for service frontline encounters. To advance knowledge in this domain, this research distills six key dimensions of global data privacy regulations (fairness, data limits, transparency, control, consent, and recourse). Employing an intelligences theoretical lens, the authors theorize how these dimensions might become differentially manifest across three service frontline interface types (human-based, technology-based, and hybrid). Carefully intersecting the need for varying intelligences across data privacy regulatory dimensions with the abilities of service frontline interfaces to harness each intelligence type, this study offers a novel conceptual framework that advances research and practice. Theoretical, managerial, and policy implications unfold from the proposed framework, which also can inform a future research agenda. </jats:p>"}],"publication":"Journal of Service Research","citation":{"bibtex":"@article{Steinhoff_Martin_2022, title={Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces}, DOI={<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>}, number={109467052211419}, journal={Journal of Service Research}, publisher={SAGE Publications}, author={Steinhoff, Lena and Martin, Kelly D.}, year={2022} }","ama":"Steinhoff L, Martin KD. Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces. <i>Journal of Service Research</i>. Published online 2022. doi:<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>","mla":"Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal of Service Research</i>, 109467052211419, SAGE Publications, 2022, doi:<a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>.","chicago":"Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” <i>Journal of Service Research</i>, 2022. <a href=\"https://doi.org/10.1177/10946705221141925\">https://doi.org/10.1177/10946705221141925</a>.","short":"L. Steinhoff, K.D. Martin, Journal of Service Research (2022).","ieee":"L. Steinhoff and K. D. Martin, “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces,” <i>Journal of Service Research</i>, Art. no. 109467052211419, 2022, doi: <a href=\"https://doi.org/10.1177/10946705221141925\">10.1177/10946705221141925</a>.","apa":"Steinhoff, L., &#38; Martin, K. D. (2022). Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces. <i>Journal of Service Research</i>, Article 109467052211419. <a href=\"https://doi.org/10.1177/10946705221141925\">https://doi.org/10.1177/10946705221141925</a>"}},{"abstract":[{"text":"<jats:p> In service industries, hierarchical loyalty programs are common relationship marketing instruments that award elevated status to customers who exceed a certain spending level (e.g., gold membership). In practice, service companies offer elevated status to some customers who do not meet the required spending level, in an attempt to profit from the profound allure of status. Relying on social psychology research and a mixed-method approach, this study analyzes the loyalty impact of status endowments, defined as awards of elevated status to customers who are not entitled to it. An exploratory qualitative study identifies customer gratitude and customer skepticism as positive and negative mediators, respectively, of customers’ attitudinal responses to endowed status. Quantitative studies—two experimental and one survey—substantiate these bright and dark sides of endowed status. The efficacy of status endowment is contingent on the context. To alleviate the dark-side effect, managers can allow target customers to actively choose whether to be endowed, especially those who are close to achieving the status already, and provide valuable preferential treatment to customers elevated by either endowment or achievement. These insights offer guidelines for whether and how to use status endowment in hierarchical loyalty programs. </jats:p>","lang":"eng"}],"publication":"Journal of Service Research","issue":"2","keyword":["Organizational Behavior and Human Resource Management","Sociology and Political Science","Information Systems"],"type":"journal_article","date_created":"2023-01-31T15:29:06Z","intvolume":"        18","date_updated":"2023-01-31T15:30:31Z","publication_status":"published","publication_identifier":{"issn":["1094-6705","1552-7379"]},"author":[{"last_name":"Eggert","first_name":"Andreas","full_name":"Eggert, Andreas"},{"full_name":"Steinhoff, Lena","last_name":"Steinhoff","first_name":"Lena"},{"last_name":"Garnefeld","first_name":"Ina","full_name":"Garnefeld, Ina"}],"title":"Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs","year":"2015","doi":"10.1177/1094670514566797","language":[{"iso":"eng"}],"citation":{"bibtex":"@article{Eggert_Steinhoff_Garnefeld_2015, title={Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs}, volume={18}, DOI={<a href=\"https://doi.org/10.1177/1094670514566797\">10.1177/1094670514566797</a>}, number={2}, journal={Journal of Service Research}, publisher={SAGE Publications}, author={Eggert, Andreas and Steinhoff, Lena and Garnefeld, Ina}, year={2015}, pages={210–228} }","chicago":"Eggert, Andreas, Lena Steinhoff, and Ina Garnefeld. “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs.” <i>Journal of Service Research</i> 18, no. 2 (2015): 210–28. <a href=\"https://doi.org/10.1177/1094670514566797\">https://doi.org/10.1177/1094670514566797</a>.","short":"A. Eggert, L. Steinhoff, I. Garnefeld, Journal of Service Research 18 (2015) 210–228.","ama":"Eggert A, Steinhoff L, Garnefeld I. Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs. <i>Journal of Service Research</i>. 2015;18(2):210-228. doi:<a href=\"https://doi.org/10.1177/1094670514566797\">10.1177/1094670514566797</a>","ieee":"A. Eggert, L. Steinhoff, and I. Garnefeld, “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs,” <i>Journal of Service Research</i>, vol. 18, no. 2, pp. 210–228, 2015, doi: <a href=\"https://doi.org/10.1177/1094670514566797\">10.1177/1094670514566797</a>.","apa":"Eggert, A., Steinhoff, L., &#38; Garnefeld, I. (2015). Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs. <i>Journal of Service Research</i>, <i>18</i>(2), 210–228. <a href=\"https://doi.org/10.1177/1094670514566797\">https://doi.org/10.1177/1094670514566797</a>","mla":"Eggert, Andreas, et al. “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs.” <i>Journal of Service Research</i>, vol. 18, no. 2, SAGE Publications, 2015, pp. 210–28, doi:<a href=\"https://doi.org/10.1177/1094670514566797\">10.1177/1094670514566797</a>."},"status":"public","volume":18,"user_id":"4336","_id":"41297","publisher":"SAGE Publications","page":"210-228"},{"intvolume":"        17","publication_status":"published","date_updated":"2023-09-01T10:08:03Z","publication_identifier":{"issn":["1094-6705","1552-7379"]},"author":[{"full_name":"Eggert, Andreas","first_name":"Andreas","last_name":"Eggert"},{"last_name":"Hogreve","first_name":"Jens","full_name":"Hogreve, Jens"},{"full_name":"Ulaga, Wolfgang","last_name":"Ulaga","first_name":"Wolfgang"},{"id":"3043","full_name":"Münkhoff, Eva","last_name":"Münkhoff","orcid":"0000-0001-6053-1012","first_name":"Eva"}],"year":"2014","title":"Revenue and Profit Implications of Industrial Service Strategies","doi":"10.1177/1094670513485823","language":[{"iso":"eng"}],"abstract":[{"text":"<jats:p> In many business markets, manufacturers seek service-led growth to secure their existing positions and continue to grow in increasingly competitive environments. Using longitudinal data from 513 German mechanical engineering companies and latent growth curve modeling, this study offers a fine-grained view of the financial performance implications of industrial service strategies. By disentangling the revenue and profit implications of industrial service strategies, findings reveal that such strategies increase both the level and the growth of manufacturing firms’ revenue streams. In contrast, they reduce the level but improve the growth of manufacturers’ profits. Results further suggest that services supporting the clients’ actions (SSC) and services supporting the supplier’s product (SSP) affect performance outcomes in different ways. SSCs directly affect revenue and profit streams. In turn, SSPs display only indirect effects on financial performance mediated through SSCs. A moderator analysis identifies two organizational contingencies that facilitate service business success: Only companies with decentralized decision-making processes and a high share of loyal customers can expect favorable financial results from industrial service strategies. In summary, this research provides significant insights and managerial guidance for turning service strategies into financial successes. </jats:p>","lang":"eng"}],"issue":"1","publication":"Journal of Service Research","department":[{"_id":"785"}],"keyword":["Organizational Behavior and Human Resource Management","Sociology and Political Science","Information Systems"],"type":"journal_article","date_created":"2023-02-01T08:31:19Z","status":"public","volume":17,"user_id":"49063","publisher":"SAGE Publications","_id":"41341","page":"23-39","citation":{"short":"A. Eggert, J. Hogreve, W. Ulaga, E. Münkhoff, Journal of Service Research 17 (2014) 23–39.","chicago":"Eggert, Andreas, Jens Hogreve, Wolfgang Ulaga, and Eva Münkhoff. “Revenue and Profit Implications of Industrial Service Strategies.” <i>Journal of Service Research</i> 17, no. 1 (2014): 23–39. <a href=\"https://doi.org/10.1177/1094670513485823\">https://doi.org/10.1177/1094670513485823</a>.","ieee":"A. Eggert, J. Hogreve, W. Ulaga, and E. Münkhoff, “Revenue and Profit Implications of Industrial Service Strategies,” <i>Journal of Service Research</i>, vol. 17, no. 1, pp. 23–39, 2014, doi: <a href=\"https://doi.org/10.1177/1094670513485823\">10.1177/1094670513485823</a>.","apa":"Eggert, A., Hogreve, J., Ulaga, W., &#38; Münkhoff, E. (2014). Revenue and Profit Implications of Industrial Service Strategies. <i>Journal of Service Research</i>, <i>17</i>(1), 23–39. <a href=\"https://doi.org/10.1177/1094670513485823\">https://doi.org/10.1177/1094670513485823</a>","bibtex":"@article{Eggert_Hogreve_Ulaga_Münkhoff_2014, title={Revenue and Profit Implications of Industrial Service Strategies}, volume={17}, DOI={<a href=\"https://doi.org/10.1177/1094670513485823\">10.1177/1094670513485823</a>}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications}, author={Eggert, Andreas and Hogreve, Jens and Ulaga, Wolfgang and Münkhoff, Eva}, year={2014}, pages={23–39} }","ama":"Eggert A, Hogreve J, Ulaga W, Münkhoff E. Revenue and Profit Implications of Industrial Service Strategies. <i>Journal of Service Research</i>. 2014;17(1):23-39. doi:<a href=\"https://doi.org/10.1177/1094670513485823\">10.1177/1094670513485823</a>","mla":"Eggert, Andreas, et al. “Revenue and Profit Implications of Industrial Service Strategies.” <i>Journal of Service Research</i>, vol. 17, no. 1, SAGE Publications, 2014, pp. 23–39, doi:<a href=\"https://doi.org/10.1177/1094670513485823\">10.1177/1094670513485823</a>."}}]