---
_id: '6514'
abstract:
- lang: eng
  text: Recommender Agents (RAs) facilitate consumers’ online purchase decisions for
    complex, multi-attribute products. As not all combinations of attribute levels
    can be obtained, users are forced into trade-offs. The exposure of trade-offs
    in a RA has been found to affect consumers’ perceptions. However, little is known
    about how different preference elicitation methods in RAs affect consumers by
    varying degrees of trade-off exposure. We propose a research model that investigates
    how different levels of trade-off exposure cognitively and affectively influence
    consumers’ satisfaction with RAs. We operationalize these levels in three different
    RA types and test our hypotheses in a laboratory experiment with 116 participants.
    Our results indicate that with increasing tradeoff exposure, perceived enjoyment
    and perceived control follow an inverted Ushaped relationship. Hence, RAs using
    preference elicitation methods with medium trade-off exposure yield highest consumer
    satisfaction. This contributes to the understanding of trade-offs in RAs and provides
    valuable implications to e-commerce practitioners.
author:
- first_name: Veronika
  full_name: Schuhbeck, Veronika
  last_name: Schuhbeck
- first_name: Nils
  full_name: Siegfried, Nils
  last_name: Siegfried
- first_name: Verena
  full_name: Dorner, Verena
  last_name: Dorner
- first_name: Alexander
  full_name: Benlian, Alexander
  last_name: Benlian
- first_name: Michael
  full_name: Scholz, Michael
  last_name: Scholz
- first_name: Guido
  full_name: Schryen, Guido
  id: '72850'
  last_name: Schryen
citation:
  ama: 'Schuhbeck V, Siegfried N, Dorner V, Benlian A, Scholz M, Schryen G. Walking
    the Middle Path: How Medium Trade-off Exposure Leads to Higher Consumer Satisfaction
    in Recommender Agents. In: <i>Proceedings of the 14. Internationale Tagung Wirtschaftsinformatik</i>.
    Siegen, Germany; 2019:55-64.'
  apa: 'Schuhbeck, V., Siegfried, N., Dorner, V., Benlian, A., Scholz, M., &#38; Schryen,
    G. (2019). Walking the Middle Path: How Medium Trade-off Exposure Leads to Higher
    Consumer Satisfaction in Recommender Agents. In <i>Proceedings of the 14. Internationale
    Tagung Wirtschaftsinformatik</i> (pp. 55–64). Siegen, Germany.'
  bibtex: '@inproceedings{Schuhbeck_Siegfried_Dorner_Benlian_Scholz_Schryen_2019,
    place={Siegen, Germany}, title={Walking the Middle Path: How Medium Trade-off
    Exposure Leads to Higher Consumer Satisfaction in Recommender Agents}, booktitle={Proceedings
    of the 14. Internationale Tagung Wirtschaftsinformatik}, author={Schuhbeck, Veronika
    and Siegfried, Nils and Dorner, Verena and Benlian, Alexander and Scholz, Michael
    and Schryen, Guido}, year={2019}, pages={55–64} }'
  chicago: 'Schuhbeck, Veronika, Nils Siegfried, Verena Dorner, Alexander Benlian,
    Michael Scholz, and Guido Schryen. “Walking the Middle Path: How Medium Trade-off
    Exposure Leads to Higher Consumer Satisfaction in Recommender Agents.” In <i>Proceedings
    of the 14. Internationale Tagung Wirtschaftsinformatik</i>, 55–64. Siegen, Germany,
    2019.'
  ieee: 'V. Schuhbeck, N. Siegfried, V. Dorner, A. Benlian, M. Scholz, and G. Schryen,
    “Walking the Middle Path: How Medium Trade-off Exposure Leads to Higher Consumer
    Satisfaction in Recommender Agents,” in <i>Proceedings of the 14. Internationale
    Tagung Wirtschaftsinformatik</i>, Siegen, Germany, 2019, pp. 55–64.'
  mla: 'Schuhbeck, Veronika, et al. “Walking the Middle Path: How Medium Trade-off
    Exposure Leads to Higher Consumer Satisfaction in Recommender Agents.” <i>Proceedings
    of the 14. Internationale Tagung Wirtschaftsinformatik</i>, 2019, pp. 55–64.'
  short: 'V. Schuhbeck, N. Siegfried, V. Dorner, A. Benlian, M. Scholz, G. Schryen,
    in: Proceedings of the 14. Internationale Tagung Wirtschaftsinformatik, Siegen,
    Germany, 2019, pp. 55–64.'
conference:
  end_date: 2019-02-27
  location: Siegen, Germany
  name: 14th International Conference on Wirtschaftsinformatik
  start_date: 2019-02-24
date_created: 2019-01-08T14:06:32Z
date_updated: 2022-01-06T07:03:09Z
ddc:
- '000'
department:
- _id: '277'
file:
- access_level: closed
  content_type: application/pdf
  creator: hsiemes
  date_created: 2019-01-08T14:07:17Z
  date_updated: 2021-08-13T13:26:11Z
  file_id: '6515'
  file_name: WALKING THE MIDDLE PATH.pdf
  file_size: 371490
  relation: main_file
- access_level: open_access
  content_type: application/pdf
  creator: hsiemes
  date_created: 2021-08-13T13:25:53Z
  date_updated: 2021-08-13T13:25:53Z
  file_id: '23393'
  file_name: Walking the Middle Path_ How Medium Trade-Off Exposure Leads to H.pdf
  file_size: 331001
  relation: main_file
file_date_updated: 2021-08-13T13:26:11Z
has_accepted_license: '1'
keyword:
- Recommender Agents
- Preference Elicitation Method
- Trade-off Exposure
- Customer Satisfaction
language:
- iso: eng
oa: '1'
page: 55-64
place: Siegen, Germany
publication: Proceedings of the 14. Internationale Tagung Wirtschaftsinformatik
status: public
title: 'Walking the Middle Path: How Medium Trade-off Exposure Leads to Higher Consumer
  Satisfaction in Recommender Agents'
type: conference
user_id: '61579'
year: '2019'
...
---
_id: '5716'
abstract:
- lang: eng
  text: The tendency of managers to focus on short-term results rather than on sustained
    company success is of particular importance to retail marketing managers, because
    marketing activities involve expenditures which may only pay off in the longer
    term. To address the issue of myopic management, our study shows how the complexity
    of the service profit chain (SPC) can cause managers to make suboptimal decisions.
    Hence, our paper departs from past research by recognizing that understanding
    the temporal interplay between operational investments, employee satisfaction,
    customer satisfaction, and operating profit is essential to achieving sustained
    success. In particular, we intend to improve understanding of the functioning
    of the SPC with respect to time lags and feedback loops. Results of our large-scale
    longitudinal study set in a multi-outlet retail chain reveal time-lag effects
    between operational investments and employee satisfaction, as well as between
    customer satisfaction and performance. These findings, along with evidence of
    a negative interaction effect of employee satisfaction on the relationship between
    current performance and future investments, show the substantial risk of mismanaging
    the SPC. We identify specific situations in which the dynamic approach leads to
    superior marketing investment decisions, when compared to the conventional static
    view of the SCP. These insights provide valuable managerial guidance for effectively
    managing the SPC over time.
article_type: original
author:
- first_name: Heiner
  full_name: Evanschitzky, Heiner
  last_name: Evanschitzky
- first_name: Florian v
  full_name: Wangenheim, Florian v
  last_name: Wangenheim
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Evanschitzky H, Wangenheim F v, Wünderlich N. Perils of Managing the Service
    Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal of Retailing</i>.
    2012;88(3):356-366.'
  apa: 'Evanschitzky, H., Wangenheim, F. v, &#38; Wünderlich, N. (2012). Perils of
    Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. <i>Journal
    of Retailing</i>, <i>88</i>(3), 356–366.'
  bibtex: '@article{Evanschitzky_Wangenheim_Wünderlich_2012, title={Perils of Managing
    the Service Profit Chain: The Role of Time Lags and Feedback Loops.}, volume={88},
    number={3}, journal={Journal of Retailing}, publisher={Elsevier}, author={Evanschitzky,
    Heiner and Wangenheim, Florian v and Wünderlich, Nancy}, year={2012}, pages={356–366}
    }'
  chicago: 'Evanschitzky, Heiner, Florian v Wangenheim, and Nancy Wünderlich. “Perils
    of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.”
    <i>Journal of Retailing</i> 88, no. 3 (2012): 356–66.'
  ieee: 'H. Evanschitzky, F. v Wangenheim, and N. Wünderlich, “Perils of Managing
    the Service Profit Chain: The Role of Time Lags and Feedback Loops.,” <i>Journal
    of Retailing</i>, vol. 88, no. 3, pp. 356–366, 2012.'
  mla: 'Evanschitzky, Heiner, et al. “Perils of Managing the Service Profit Chain:
    The Role of Time Lags and Feedback Loops.” <i>Journal of Retailing</i>, vol. 88,
    no. 3, Elsevier, 2012, pp. 356–66.'
  short: H. Evanschitzky, F. v Wangenheim, N. Wünderlich, Journal of Retailing 88
    (2012) 356–366.
date_created: 2018-11-16T09:37:06Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        88'
issue: '3'
keyword:
- Employee satisfaction
- Customer satisfaction
- Performance
- Service profit chain
- Feedback loops
- Time lags
- Myopic marketing management
language:
- iso: eng
page: 356-366
publication: Journal of Retailing
publication_status: published
publisher: Elsevier
status: public
title: 'Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback
  Loops.'
type: journal_article
user_id: '37741'
volume: 88
year: '2012'
...