---
_id: '59638'
abstract:
- lang: eng
  text: Business-to-business (B2B) software-as-a-service (SaaS) providers increasingly
    bundle add-on services with their core service. The implications of such bundles
    for onboarding customers to the relationship remain unclear; in particular, the
    common practice of trying to maximize add-on bundling during the customer acquisition
    phase arguably might conflict with goals to achieve long-term retention of customers.
    The current study therefore focuses explicitly on the impact of add-on bundling
    on customer retention during the onboarding stage, using multiple methods. A theories-in-use
    exploration suggests that the positive effects of add-on bundling may not manifest
    in the initial relational stage of customer onboarding. A field study involving
    a B2B SaaS provider further reveals that bundling more add-on services can significantly
    decrease customer retention during the onboarding stage. Moving to leaner communication
    channels can aggravate such attrition. Finally, a cross-industry survey of B2B
    managers identifies complexity perceptions as the likely source of these detrimental
    effects of add-on bundling during the customer onboarding stage.
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
- first_name: Jisu J.
  full_name: Kim, Jisu J.
  last_name: Kim
- first_name: Vamsi K.
  full_name: Kanuri, Vamsi K.
  last_name: Kanuri
- first_name: Robert W.
  full_name: Palmatier, Robert W.
  last_name: Palmatier
citation:
  ama: Steinhoff L, Kim JJ, Kanuri VK, Palmatier RW. Unintended Consequences of Selling
    B2B Digital Subscription Add-Ons for Customer Onboarding. <i>Journal of the Academy
    of Marketing Science</i>. 2025;53(5):1447-1481. doi:<a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>
  apa: Steinhoff, L., Kim, J. J., Kanuri, V. K., &#38; Palmatier, R. W. (2025). Unintended
    Consequences of Selling B2B Digital Subscription Add-Ons for Customer Onboarding.
    <i>Journal of the Academy of Marketing Science</i>, <i>53</i>(5), 1447–1481. <a
    href="https://doi.org/10.1007/s11747-025-01088-3">https://doi.org/10.1007/s11747-025-01088-3</a>
  bibtex: '@article{Steinhoff_Kim_Kanuri_Palmatier_2025, title={Unintended Consequences
    of Selling B2B Digital Subscription Add-Ons for Customer Onboarding}, volume={53},
    DOI={<a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>},
    number={5}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Steinhoff, Lena and Kim, Jisu J. and
    Kanuri, Vamsi K. and Palmatier, Robert W.}, year={2025}, pages={1447–1481} }'
  chicago: 'Steinhoff, Lena, Jisu J. Kim, Vamsi K. Kanuri, and Robert W. Palmatier.
    “Unintended Consequences of Selling B2B Digital Subscription Add-Ons for Customer
    Onboarding.” <i>Journal of the Academy of Marketing Science</i> 53, no. 5 (2025):
    1447–81. <a href="https://doi.org/10.1007/s11747-025-01088-3">https://doi.org/10.1007/s11747-025-01088-3</a>.'
  ieee: 'L. Steinhoff, J. J. Kim, V. K. Kanuri, and R. W. Palmatier, “Unintended Consequences
    of Selling B2B Digital Subscription Add-Ons for Customer Onboarding,” <i>Journal
    of the Academy of Marketing Science</i>, vol. 53, no. 5, pp. 1447–1481, 2025,
    doi: <a href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>.'
  mla: Steinhoff, Lena, et al. “Unintended Consequences of Selling B2B Digital Subscription
    Add-Ons for Customer Onboarding.” <i>Journal of the Academy of Marketing Science</i>,
    vol. 53, no. 5, Springer Science and Business Media LLC, 2025, pp. 1447–81, doi:<a
    href="https://doi.org/10.1007/s11747-025-01088-3">10.1007/s11747-025-01088-3</a>.
  short: L. Steinhoff, J.J. Kim, V.K. Kanuri, R.W. Palmatier, Journal of the Academy
    of Marketing Science 53 (2025) 1447–1481.
date_created: 2025-04-23T08:07:39Z
date_updated: 2026-01-13T09:50:24Z
doi: 10.1007/s11747-025-01088-3
intvolume: '        53'
issue: '5'
language:
- iso: eng
page: 1447-1481
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
related_material:
  link:
  - relation: confirmation
    url: https://link.springer.com/article/10.1007/s11747-025-01088-3
status: public
title: Unintended Consequences of Selling B2B Digital Subscription Add-Ons for Customer
  Onboarding
type: journal_article
user_id: '102525'
volume: 53
year: '2025'
...
---
_id: '41338'
abstract:
- lang: eng
  text: <jats:title>Abstract</jats:title><jats:p>This study explains how manufacturers
    tackle the critical managerial challenge of transforming a product-focused sales
    force to undertake solution selling. Through an application of configurational
    theory, the authors explain how individual and organizational conditions combine
    to determine salespeople’s engagement in solution selling. Multilevel, multisource
    data from the sales organization of a global supplier of building solutions represent
    input from salespeople (<jats:italic>N</jats:italic> = 184), solution champions
    (<jats:italic>N</jats:italic> = 23), and sales managers (<jats:italic>N</jats:italic> = 26).
    A fuzzy set qualitative comparative analysis reveals no single, optimal way to
    overcome transformation challenges. Rather, consistent with prior research, solution
    selling requires certain types of salespeople, because value-based selling is
    a necessary condition for successful engagement. Beyond this foundational condition,
    a heterogeneous sales force can be engaged, as long as the organization provides
    appropriate support that is tailored to individual salespersons’ needs. The findings
    affirm that this viable support can come from either sales managers or solution
    champions.</jats:p>
author:
- first_name: Anna
  full_name: Salonen, Anna
  last_name: Salonen
- first_name: Harri
  full_name: Terho, Harri
  last_name: Terho
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
- first_name: Ari
  full_name: Virtanen, Ari
  last_name: Virtanen
- first_name: Risto
  full_name: Rajala, Risto
  last_name: Rajala
citation:
  ama: 'Salonen A, Terho H, Böhm E, Virtanen A, Rajala R. Engaging a product-focused
    sales force in solution selling: interplay of individual- and organizational-level
    conditions. <i>Journal of the Academy of Marketing Science</i>. 2021;49(1):139-163.
    doi:<a href="https://doi.org/10.1007/s11747-020-00729-z">10.1007/s11747-020-00729-z</a>'
  apa: 'Salonen, A., Terho, H., Böhm, E., Virtanen, A., &#38; Rajala, R. (2021). Engaging
    a product-focused sales force in solution selling: interplay of individual- and
    organizational-level conditions. <i>Journal of the Academy of Marketing Science</i>,
    <i>49</i>(1), 139–163. <a href="https://doi.org/10.1007/s11747-020-00729-z">https://doi.org/10.1007/s11747-020-00729-z</a>'
  bibtex: '@article{Salonen_Terho_Böhm_Virtanen_Rajala_2021, title={Engaging a product-focused
    sales force in solution selling: interplay of individual- and organizational-level
    conditions}, volume={49}, DOI={<a href="https://doi.org/10.1007/s11747-020-00729-z">10.1007/s11747-020-00729-z</a>},
    number={1}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Salonen, Anna and Terho, Harri and Böhm,
    Eva and Virtanen, Ari and Rajala, Risto}, year={2021}, pages={139–163} }'
  chicago: 'Salonen, Anna, Harri Terho, Eva Böhm, Ari Virtanen, and Risto Rajala.
    “Engaging a Product-Focused Sales Force in Solution Selling: Interplay of Individual-
    and Organizational-Level Conditions.” <i>Journal of the Academy of Marketing Science</i>
    49, no. 1 (2021): 139–63. <a href="https://doi.org/10.1007/s11747-020-00729-z">https://doi.org/10.1007/s11747-020-00729-z</a>.'
  ieee: 'A. Salonen, H. Terho, E. Böhm, A. Virtanen, and R. Rajala, “Engaging a product-focused
    sales force in solution selling: interplay of individual- and organizational-level
    conditions,” <i>Journal of the Academy of Marketing Science</i>, vol. 49, no.
    1, pp. 139–163, 2021, doi: <a href="https://doi.org/10.1007/s11747-020-00729-z">10.1007/s11747-020-00729-z</a>.'
  mla: 'Salonen, Anna, et al. “Engaging a Product-Focused Sales Force in Solution
    Selling: Interplay of Individual- and Organizational-Level Conditions.” <i>Journal
    of the Academy of Marketing Science</i>, vol. 49, no. 1, Springer Science and
    Business Media LLC, 2021, pp. 139–63, doi:<a href="https://doi.org/10.1007/s11747-020-00729-z">10.1007/s11747-020-00729-z</a>.'
  short: A. Salonen, H. Terho, E. Böhm, A. Virtanen, R. Rajala, Journal of the Academy
    of Marketing Science 49 (2021) 139–163.
date_created: 2023-02-01T08:30:20Z
date_updated: 2023-09-01T10:15:17Z
department:
- _id: '785'
doi: 10.1007/s11747-020-00729-z
extern: '1'
intvolume: '        49'
issue: '1'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 139-163
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'Engaging a product-focused sales force in solution selling: interplay of individual-
  and organizational-level conditions'
type: journal_article
user_id: '49063'
volume: 49
year: '2021'
...
---
_id: '41337'
abstract:
- lang: eng
  text: <jats:title>Abstract</jats:title><jats:p>Online reviews have profound impacts
    on firm success in terms of sales volume and how much customers are willing to
    pay, yet firms remain highly dependent on customers’ voluntary contributions.
    A popular way to increase the number of online reviews is to use product testing
    programs, which offer participants free products in exchange for writing reviews.
    Firms that employ this practice generally hope to increase review quality and
    secure higher product rating scores. However, a qualitative study, experimental
    study, and multilevel analysis of a field study dataset of more than 200,000 online
    reviews by product testers combine to reveal that product testing programs do
    not necessarily generate higher quality reviews, nor better product ratings. Only
    in certain circumstances (e.g., higher priced products) does offering a product
    testing program generate these benefits for the firm. Therefore, companies should
    consider carefully if and when they want to offer product testing programs.</jats:p>
author:
- first_name: Ina
  full_name: Garnefeld, Ina
  last_name: Garnefeld
- first_name: Tabea
  full_name: Krah, Tabea
  last_name: Krah
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
- first_name: Dwayne D.
  full_name: Gremler, Dwayne D.
  last_name: Gremler
citation:
  ama: 'Garnefeld I, Krah T, Böhm E, Gremler DD. Online reviews generated through
    product testing: can more favorable reviews be enticed with free products? <i>Journal
    of the Academy of Marketing Science</i>. 2021;49(4):703-722. doi:<a href="https://doi.org/10.1007/s11747-021-00770-6">10.1007/s11747-021-00770-6</a>'
  apa: 'Garnefeld, I., Krah, T., Böhm, E., &#38; Gremler, D. D. (2021). Online reviews
    generated through product testing: can more favorable reviews be enticed with
    free products? <i>Journal of the Academy of Marketing Science</i>, <i>49</i>(4),
    703–722. <a href="https://doi.org/10.1007/s11747-021-00770-6">https://doi.org/10.1007/s11747-021-00770-6</a>'
  bibtex: '@article{Garnefeld_Krah_Böhm_Gremler_2021, title={Online reviews generated
    through product testing: can more favorable reviews be enticed with free products?},
    volume={49}, DOI={<a href="https://doi.org/10.1007/s11747-021-00770-6">10.1007/s11747-021-00770-6</a>},
    number={4}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Garnefeld, Ina and Krah, Tabea and Böhm,
    Eva and Gremler, Dwayne D.}, year={2021}, pages={703–722} }'
  chicago: 'Garnefeld, Ina, Tabea Krah, Eva Böhm, and Dwayne D. Gremler. “Online Reviews
    Generated through Product Testing: Can More Favorable Reviews Be Enticed with
    Free Products?” <i>Journal of the Academy of Marketing Science</i> 49, no. 4 (2021):
    703–22. <a href="https://doi.org/10.1007/s11747-021-00770-6">https://doi.org/10.1007/s11747-021-00770-6</a>.'
  ieee: 'I. Garnefeld, T. Krah, E. Böhm, and D. D. Gremler, “Online reviews generated
    through product testing: can more favorable reviews be enticed with free products?,”
    <i>Journal of the Academy of Marketing Science</i>, vol. 49, no. 4, pp. 703–722,
    2021, doi: <a href="https://doi.org/10.1007/s11747-021-00770-6">10.1007/s11747-021-00770-6</a>.'
  mla: 'Garnefeld, Ina, et al. “Online Reviews Generated through Product Testing:
    Can More Favorable Reviews Be Enticed with Free Products?” <i>Journal of the Academy
    of Marketing Science</i>, vol. 49, no. 4, Springer Science and Business Media
    LLC, 2021, pp. 703–22, doi:<a href="https://doi.org/10.1007/s11747-021-00770-6">10.1007/s11747-021-00770-6</a>.'
  short: I. Garnefeld, T. Krah, E. Böhm, D.D. Gremler, Journal of the Academy of Marketing
    Science 49 (2021) 703–722.
date_created: 2023-02-01T08:29:53Z
date_updated: 2023-09-01T10:12:36Z
department:
- _id: '785'
doi: 10.1007/s11747-021-00770-6
extern: '1'
intvolume: '        49'
issue: '4'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 703-722
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'Online reviews generated through product testing: can more favorable reviews
  be enticed with free products?'
type: journal_article
user_id: '49063'
volume: 49
year: '2021'
...
---
_id: '41299'
author:
- first_name: Jisu J.
  full_name: Kim, Jisu J.
  last_name: Kim
- first_name: Lena
  full_name: Steinhoff, Lena
  last_name: Steinhoff
- first_name: Robert W.
  full_name: Palmatier, Robert W.
  last_name: Palmatier
citation:
  ama: Kim JJ, Steinhoff L, Palmatier RW. An emerging theory of loyalty program dynamics.
    <i>Journal of the Academy of Marketing Science</i>. 2020;49(1):71-95. doi:<a href="https://doi.org/10.1007/s11747-020-00719-1">10.1007/s11747-020-00719-1</a>
  apa: Kim, J. J., Steinhoff, L., &#38; Palmatier, R. W. (2020). An emerging theory
    of loyalty program dynamics. <i>Journal of the Academy of Marketing Science</i>,
    <i>49</i>(1), 71–95. <a href="https://doi.org/10.1007/s11747-020-00719-1">https://doi.org/10.1007/s11747-020-00719-1</a>
  bibtex: '@article{Kim_Steinhoff_Palmatier_2020, title={An emerging theory of loyalty
    program dynamics}, volume={49}, DOI={<a href="https://doi.org/10.1007/s11747-020-00719-1">10.1007/s11747-020-00719-1</a>},
    number={1}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Kim, Jisu J. and Steinhoff, Lena and
    Palmatier, Robert W.}, year={2020}, pages={71–95} }'
  chicago: 'Kim, Jisu J., Lena Steinhoff, and Robert W. Palmatier. “An Emerging Theory
    of Loyalty Program Dynamics.” <i>Journal of the Academy of Marketing Science</i>
    49, no. 1 (2020): 71–95. <a href="https://doi.org/10.1007/s11747-020-00719-1">https://doi.org/10.1007/s11747-020-00719-1</a>.'
  ieee: 'J. J. Kim, L. Steinhoff, and R. W. Palmatier, “An emerging theory of loyalty
    program dynamics,” <i>Journal of the Academy of Marketing Science</i>, vol. 49,
    no. 1, pp. 71–95, 2020, doi: <a href="https://doi.org/10.1007/s11747-020-00719-1">10.1007/s11747-020-00719-1</a>.'
  mla: Kim, Jisu J., et al. “An Emerging Theory of Loyalty Program Dynamics.” <i>Journal
    of the Academy of Marketing Science</i>, vol. 49, no. 1, Springer Science and
    Business Media LLC, 2020, pp. 71–95, doi:<a href="https://doi.org/10.1007/s11747-020-00719-1">10.1007/s11747-020-00719-1</a>.
  short: J.J. Kim, L. Steinhoff, R.W. Palmatier, Journal of the Academy of Marketing
    Science 49 (2020) 71–95.
date_created: 2023-01-31T15:30:56Z
date_updated: 2023-01-31T15:45:14Z
doi: 10.1007/s11747-020-00719-1
extern: '1'
intvolume: '        49'
issue: '1'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 71-95
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: An emerging theory of loyalty program dynamics
type: journal_article
user_id: '4336'
volume: 49
year: '2020'
...
---
_id: '41310'
author:
- first_name: Conor M.
  full_name: Henderson, Conor M.
  last_name: Henderson
- first_name: Lena
  full_name: Steinhoff, Lena
  last_name: Steinhoff
- first_name: Colleen M.
  full_name: Harmeling, Colleen M.
  last_name: Harmeling
- first_name: Robert W.
  full_name: Palmatier, Robert W.
  last_name: Palmatier
citation:
  ama: Henderson CM, Steinhoff L, Harmeling CM, Palmatier RW. Customer inertia marketing.
    <i>Journal of the Academy of Marketing Science</i>. 2020;49(2):350-373. doi:<a
    href="https://doi.org/10.1007/s11747-020-00744-0">10.1007/s11747-020-00744-0</a>
  apa: Henderson, C. M., Steinhoff, L., Harmeling, C. M., &#38; Palmatier, R. W. (2020).
    Customer inertia marketing. <i>Journal of the Academy of Marketing Science</i>,
    <i>49</i>(2), 350–373. <a href="https://doi.org/10.1007/s11747-020-00744-0">https://doi.org/10.1007/s11747-020-00744-0</a>
  bibtex: '@article{Henderson_Steinhoff_Harmeling_Palmatier_2020, title={Customer
    inertia marketing}, volume={49}, DOI={<a href="https://doi.org/10.1007/s11747-020-00744-0">10.1007/s11747-020-00744-0</a>},
    number={2}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Henderson, Conor M. and Steinhoff, Lena
    and Harmeling, Colleen M. and Palmatier, Robert W.}, year={2020}, pages={350–373}
    }'
  chicago: 'Henderson, Conor M., Lena Steinhoff, Colleen M. Harmeling, and Robert
    W. Palmatier. “Customer Inertia Marketing.” <i>Journal of the Academy of Marketing
    Science</i> 49, no. 2 (2020): 350–73. <a href="https://doi.org/10.1007/s11747-020-00744-0">https://doi.org/10.1007/s11747-020-00744-0</a>.'
  ieee: 'C. M. Henderson, L. Steinhoff, C. M. Harmeling, and R. W. Palmatier, “Customer
    inertia marketing,” <i>Journal of the Academy of Marketing Science</i>, vol. 49,
    no. 2, pp. 350–373, 2020, doi: <a href="https://doi.org/10.1007/s11747-020-00744-0">10.1007/s11747-020-00744-0</a>.'
  mla: Henderson, Conor M., et al. “Customer Inertia Marketing.” <i>Journal of the
    Academy of Marketing Science</i>, vol. 49, no. 2, Springer Science and Business
    Media LLC, 2020, pp. 350–73, doi:<a href="https://doi.org/10.1007/s11747-020-00744-0">10.1007/s11747-020-00744-0</a>.
  short: C.M. Henderson, L. Steinhoff, C.M. Harmeling, R.W. Palmatier, Journal of
    the Academy of Marketing Science 49 (2020) 350–373.
date_created: 2023-01-31T15:34:52Z
date_updated: 2023-01-31T15:44:29Z
doi: 10.1007/s11747-020-00744-0
extern: '1'
intvolume: '        49'
issue: '2'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 350-373
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: Customer inertia marketing
type: journal_article
user_id: '4336'
volume: 49
year: '2020'
...
---
_id: '41294'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  last_name: Steinhoff
- first_name: Denni
  full_name: Arli, Denni
  last_name: Arli
- first_name: Scott
  full_name: Weaven, Scott
  last_name: Weaven
- first_name: Irina V.
  full_name: Kozlenkova, Irina V.
  last_name: Kozlenkova
citation:
  ama: Steinhoff L, Arli D, Weaven S, Kozlenkova IV. Online relationship marketing.
    <i>Journal of the Academy of Marketing Science</i>. 2019;47(3):369-393. doi:<a
    href="https://doi.org/10.1007/s11747-018-0621-6">10.1007/s11747-018-0621-6</a>
  apa: Steinhoff, L., Arli, D., Weaven, S., &#38; Kozlenkova, I. V. (2019). Online
    relationship marketing. <i>Journal of the Academy of Marketing Science</i>, <i>47</i>(3),
    369–393. <a href="https://doi.org/10.1007/s11747-018-0621-6">https://doi.org/10.1007/s11747-018-0621-6</a>
  bibtex: '@article{Steinhoff_Arli_Weaven_Kozlenkova_2019, title={Online relationship
    marketing}, volume={47}, DOI={<a href="https://doi.org/10.1007/s11747-018-0621-6">10.1007/s11747-018-0621-6</a>},
    number={3}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Steinhoff, Lena and Arli, Denni and Weaven,
    Scott and Kozlenkova, Irina V.}, year={2019}, pages={369–393} }'
  chicago: 'Steinhoff, Lena, Denni Arli, Scott Weaven, and Irina V. Kozlenkova. “Online
    Relationship Marketing.” <i>Journal of the Academy of Marketing Science</i> 47,
    no. 3 (2019): 369–93. <a href="https://doi.org/10.1007/s11747-018-0621-6">https://doi.org/10.1007/s11747-018-0621-6</a>.'
  ieee: 'L. Steinhoff, D. Arli, S. Weaven, and I. V. Kozlenkova, “Online relationship
    marketing,” <i>Journal of the Academy of Marketing Science</i>, vol. 47, no. 3,
    pp. 369–393, 2019, doi: <a href="https://doi.org/10.1007/s11747-018-0621-6">10.1007/s11747-018-0621-6</a>.'
  mla: Steinhoff, Lena, et al. “Online Relationship Marketing.” <i>Journal of the
    Academy of Marketing Science</i>, vol. 47, no. 3, Springer Science and Business
    Media LLC, 2019, pp. 369–93, doi:<a href="https://doi.org/10.1007/s11747-018-0621-6">10.1007/s11747-018-0621-6</a>.
  short: L. Steinhoff, D. Arli, S. Weaven, I.V. Kozlenkova, Journal of the Academy
    of Marketing Science 47 (2019) 369–393.
date_created: 2023-01-31T15:26:49Z
date_updated: 2023-01-31T15:45:55Z
doi: 10.1007/s11747-018-0621-6
extern: '1'
intvolume: '        47'
issue: '3'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 369-393
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: Online relationship marketing
type: journal_article
user_id: '4336'
volume: 47
year: '2019'
...
---
_id: '41339'
author:
- first_name: Ina
  full_name: Garnefeld, Ina
  last_name: Garnefeld
- first_name: Andreas
  full_name: Eggert, Andreas
  last_name: Eggert
- first_name: Markus
  full_name: Husemann-Kopetzky, Markus
  last_name: Husemann-Kopetzky
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
citation:
  ama: 'Garnefeld I, Eggert A, Husemann-Kopetzky M, Böhm E. Exploring the link between
    payment schemes and customer fraud: a mental accounting perspective. <i>Journal
    of the Academy of Marketing Science</i>. 2019;47(4):595-616. doi:<a href="https://doi.org/10.1007/s11747-019-00653-x">10.1007/s11747-019-00653-x</a>'
  apa: 'Garnefeld, I., Eggert, A., Husemann-Kopetzky, M., &#38; Böhm, E. (2019). Exploring
    the link between payment schemes and customer fraud: a mental accounting perspective.
    <i>Journal of the Academy of Marketing Science</i>, <i>47</i>(4), 595–616. <a
    href="https://doi.org/10.1007/s11747-019-00653-x">https://doi.org/10.1007/s11747-019-00653-x</a>'
  bibtex: '@article{Garnefeld_Eggert_Husemann-Kopetzky_Böhm_2019, title={Exploring
    the link between payment schemes and customer fraud: a mental accounting perspective},
    volume={47}, DOI={<a href="https://doi.org/10.1007/s11747-019-00653-x">10.1007/s11747-019-00653-x</a>},
    number={4}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Garnefeld, Ina and Eggert, Andreas and
    Husemann-Kopetzky, Markus and Böhm, Eva}, year={2019}, pages={595–616} }'
  chicago: 'Garnefeld, Ina, Andreas Eggert, Markus Husemann-Kopetzky, and Eva Böhm.
    “Exploring the Link between Payment Schemes and Customer Fraud: A Mental Accounting
    Perspective.” <i>Journal of the Academy of Marketing Science</i> 47, no. 4 (2019):
    595–616. <a href="https://doi.org/10.1007/s11747-019-00653-x">https://doi.org/10.1007/s11747-019-00653-x</a>.'
  ieee: 'I. Garnefeld, A. Eggert, M. Husemann-Kopetzky, and E. Böhm, “Exploring the
    link between payment schemes and customer fraud: a mental accounting perspective,”
    <i>Journal of the Academy of Marketing Science</i>, vol. 47, no. 4, pp. 595–616,
    2019, doi: <a href="https://doi.org/10.1007/s11747-019-00653-x">10.1007/s11747-019-00653-x</a>.'
  mla: 'Garnefeld, Ina, et al. “Exploring the Link between Payment Schemes and Customer
    Fraud: A Mental Accounting Perspective.” <i>Journal of the Academy of Marketing
    Science</i>, vol. 47, no. 4, Springer Science and Business Media LLC, 2019, pp.
    595–616, doi:<a href="https://doi.org/10.1007/s11747-019-00653-x">10.1007/s11747-019-00653-x</a>.'
  short: I. Garnefeld, A. Eggert, M. Husemann-Kopetzky, E. Böhm, Journal of the Academy
    of Marketing Science 47 (2019) 595–616.
date_created: 2023-02-01T08:30:38Z
date_updated: 2023-09-01T10:16:40Z
department:
- _id: '785'
doi: 10.1007/s11747-019-00653-x
intvolume: '        47'
issue: '4'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 595-616
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'Exploring the link between payment schemes and customer fraud: a mental accounting
  perspective'
type: journal_article
user_id: '49063'
volume: 47
year: '2019'
...
---
_id: '41340'
author:
- first_name: Ina
  full_name: Garnefeld, Ina
  last_name: Garnefeld
- first_name: Eva
  full_name: Böhm, Eva
  id: '3043'
  last_name: Böhm
  orcid: 0000-0001-6053-1012
- first_name: Lena
  full_name: Klimke, Lena
  last_name: Klimke
- first_name: Andrea
  full_name: Oestreich, Andrea
  last_name: Oestreich
citation:
  ama: 'Garnefeld I, Böhm E, Klimke L, Oestreich A. I thought it was over, but now
    it is back: customer reactions to ex post time extensions of sales promotions.
    <i>Journal of the Academy of Marketing Science</i>. 2018;46(6):1133-1147. doi:<a
    href="https://doi.org/10.1007/s11747-018-0600-y">10.1007/s11747-018-0600-y</a>'
  apa: 'Garnefeld, I., Böhm, E., Klimke, L., &#38; Oestreich, A. (2018). I thought
    it was over, but now it is back: customer reactions to ex post time extensions
    of sales promotions. <i>Journal of the Academy of Marketing Science</i>, <i>46</i>(6),
    1133–1147. <a href="https://doi.org/10.1007/s11747-018-0600-y">https://doi.org/10.1007/s11747-018-0600-y</a>'
  bibtex: '@article{Garnefeld_Böhm_Klimke_Oestreich_2018, title={I thought it was
    over, but now it is back: customer reactions to ex post time extensions of sales
    promotions}, volume={46}, DOI={<a href="https://doi.org/10.1007/s11747-018-0600-y">10.1007/s11747-018-0600-y</a>},
    number={6}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Garnefeld, Ina and Böhm, Eva and Klimke,
    Lena and Oestreich, Andrea}, year={2018}, pages={1133–1147} }'
  chicago: 'Garnefeld, Ina, Eva Böhm, Lena Klimke, and Andrea Oestreich. “I Thought
    It Was over, but Now It Is Back: Customer Reactions to Ex Post Time Extensions
    of Sales Promotions.” <i>Journal of the Academy of Marketing Science</i> 46, no.
    6 (2018): 1133–47. <a href="https://doi.org/10.1007/s11747-018-0600-y">https://doi.org/10.1007/s11747-018-0600-y</a>.'
  ieee: 'I. Garnefeld, E. Böhm, L. Klimke, and A. Oestreich, “I thought it was over,
    but now it is back: customer reactions to ex post time extensions of sales promotions,”
    <i>Journal of the Academy of Marketing Science</i>, vol. 46, no. 6, pp. 1133–1147,
    2018, doi: <a href="https://doi.org/10.1007/s11747-018-0600-y">10.1007/s11747-018-0600-y</a>.'
  mla: 'Garnefeld, Ina, et al. “I Thought It Was over, but Now It Is Back: Customer
    Reactions to Ex Post Time Extensions of Sales Promotions.” <i>Journal of the Academy
    of Marketing Science</i>, vol. 46, no. 6, Springer Science and Business Media
    LLC, 2018, pp. 1133–47, doi:<a href="https://doi.org/10.1007/s11747-018-0600-y">10.1007/s11747-018-0600-y</a>.'
  short: I. Garnefeld, E. Böhm, L. Klimke, A. Oestreich, Journal of the Academy of
    Marketing Science 46 (2018) 1133–1147.
date_created: 2023-02-01T08:30:59Z
date_updated: 2023-09-01T10:17:15Z
department:
- _id: '785'
doi: 10.1007/s11747-018-0600-y
intvolume: '        46'
issue: '6'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 1133-1147
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'I thought it was over, but now it is back: customer reactions to ex post time
  extensions of sales promotions'
type: journal_article
user_id: '49063'
volume: 46
year: '2018'
...
---
_id: '41296'
author:
- first_name: Lena
  full_name: Steinhoff, Lena
  last_name: Steinhoff
- first_name: Robert W.
  full_name: Palmatier, Robert W.
  last_name: Palmatier
citation:
  ama: 'Steinhoff L, Palmatier RW. Understanding loyalty program effectiveness: managing
    target and bystander effects. <i>Journal of the Academy of Marketing Science</i>.
    2014;44(1):88-107. doi:<a href="https://doi.org/10.1007/s11747-014-0405-6">10.1007/s11747-014-0405-6</a>'
  apa: 'Steinhoff, L., &#38; Palmatier, R. W. (2014). Understanding loyalty program
    effectiveness: managing target and bystander effects. <i>Journal of the Academy
    of Marketing Science</i>, <i>44</i>(1), 88–107. <a href="https://doi.org/10.1007/s11747-014-0405-6">https://doi.org/10.1007/s11747-014-0405-6</a>'
  bibtex: '@article{Steinhoff_Palmatier_2014, title={Understanding loyalty program
    effectiveness: managing target and bystander effects}, volume={44}, DOI={<a href="https://doi.org/10.1007/s11747-014-0405-6">10.1007/s11747-014-0405-6</a>},
    number={1}, journal={Journal of the Academy of Marketing Science}, publisher={Springer
    Science and Business Media LLC}, author={Steinhoff, Lena and Palmatier, Robert
    W.}, year={2014}, pages={88–107} }'
  chicago: 'Steinhoff, Lena, and Robert W. Palmatier. “Understanding Loyalty Program
    Effectiveness: Managing Target and Bystander Effects.” <i>Journal of the Academy
    of Marketing Science</i> 44, no. 1 (2014): 88–107. <a href="https://doi.org/10.1007/s11747-014-0405-6">https://doi.org/10.1007/s11747-014-0405-6</a>.'
  ieee: 'L. Steinhoff and R. W. Palmatier, “Understanding loyalty program effectiveness:
    managing target and bystander effects,” <i>Journal of the Academy of Marketing
    Science</i>, vol. 44, no. 1, pp. 88–107, 2014, doi: <a href="https://doi.org/10.1007/s11747-014-0405-6">10.1007/s11747-014-0405-6</a>.'
  mla: 'Steinhoff, Lena, and Robert W. Palmatier. “Understanding Loyalty Program Effectiveness:
    Managing Target and Bystander Effects.” <i>Journal of the Academy of Marketing
    Science</i>, vol. 44, no. 1, Springer Science and Business Media LLC, 2014, pp.
    88–107, doi:<a href="https://doi.org/10.1007/s11747-014-0405-6">10.1007/s11747-014-0405-6</a>.'
  short: L. Steinhoff, R.W. Palmatier, Journal of the Academy of Marketing Science
    44 (2014) 88–107.
date_created: 2023-01-31T15:28:25Z
date_updated: 2023-01-31T15:30:34Z
doi: 10.1007/s11747-014-0405-6
intvolume: '        44'
issue: '1'
keyword:
- Marketing
- Economics and Econometrics
- Business and International Management
language:
- iso: eng
page: 88-107
publication: Journal of the Academy of Marketing Science
publication_identifier:
  issn:
  - 0092-0703
  - 1552-7824
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'Understanding loyalty program effectiveness: managing target and bystander
  effects'
type: journal_article
user_id: '4336'
volume: 44
year: '2014'
...