@article{5701, abstract = {{Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.}}, author = {{Wünderlich, Nancy and Heinonen, Kristina and Ostrom, Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}}, journal = {{Journal of Services Marketing}}, keywords = {{Connected services, Intelligent object, New service type, Smart services}}, number = {{6/7}}, pages = {{442--447}}, publisher = {{Emerald Group Publishing Limited}}, title = {{{Futurizing” Smart Service: Implications for Service Researchers and Managers.}}}, volume = {{29}}, year = {{2015}}, } @article{5703, abstract = {{Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach – This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings – This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value – The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.}}, author = {{Gustafsson, Anders and Aksoy, Lerzan and Brady, Michael K and McColl-Kennedy, Janet R and Sirianni, Nancy J and Witell, Lars and Wünderlich, Nancy}}, journal = {{Journal of Services Marketing}}, keywords = {{Relevance, Service technology, Service innovation, Customer experience, Rigor, Service outcomes}}, number = {{6/7}}, pages = {{425--429}}, publisher = {{Emerald Group Publishing Limited}}, title = {{{Conducting Service Research that Matters.}}}, volume = {{29}}, year = {{2015}}, } @article{5704, abstract = {{Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21st century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects customer–firm relationships. Drawing from the service-dominant logic and its central concept of value-in-context, we discuss customers’ value creation in self-service and personal service channels and examine the long-term impact of these channels on customer retention. Using longitudinal customer data, we investigate how the ratio of self-service versus personal service use influences customer defection over time. Our findings suggest that the ratio of self-service to personal service used affects customer defection in a U-shaped manner, with intermediate levels of both self-service and personal service use being associated with the lowest likelihood of defection. We also find that this effect mitigates over time. We conclude that firms should not shift customers toward self-service channels completely, especially not at the beginning of a relationship. Our study underlines the importance of understanding when and how self-service technologies create valuable customer experiences and stresses the notion of actively managing customers’ cocreation of value. }}, author = {{Scherer, Anne and Wünderlich, Nancy and Von Wangenheim, Florian}}, issn = {{0276-7783.}}, journal = {{MIS Quarterly}}, keywords = {{customer defection, customer retention, e-service, longitudinal, Self-service, value-in-context}}, number = {{1}}, pages = {{177--200}}, publisher = {{MIS RC}}, title = {{{The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.}}}, volume = {{39}}, year = {{2015}}, } @article{5714, abstract = {{Coalition loyalty programs are on the rise, yet few studies investigate the impact of service failures in such programs. Using data from a retail context, the authors show that a program partner deemed responsible for a service failure suffers negative customer responses. However, customers’ perceptions of the benefits of the coalition loyalty program buffer these consequences. Perhaps most importantly, when customers perceive the program's special treatment benefits as low, direct and indirect spillover effects occur, such that a service failure by one program partner has a negative effect on customer loyalty toward the program itself.}}, author = {{Schumann, Jan H and Wünderlich, Nancy and Evanschitzky, Heiner}}, journal = {{Journal of Retailing}}, keywords = {{Service failure, Spillover effects, Buffering effect, Coalition loyalty program}}, number = {{1}}, pages = {{111--118}}, publisher = {{Elsevier}}, title = {{{Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.}}}, volume = {{90}}, year = {{2014}}, } @article{5715, abstract = {{Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded technology itself. The authors’ foundational Delphi study confirms smart interactive services (e.g., remote diagnosis, remote repair of equipment, and telemedicine) are a rapidly growing innovation category across industries. Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms.}}, author = {{Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}}, journal = {{Journal of Service Research}}, keywords = {{service technology, technology-mediated service, service counterpart, smart service, remote service, technology adoption}}, number = {{1}}, pages = {{3--20}}, publisher = {{SAGE Publications Sage CA: Los Angeles, CA}}, title = {{{High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}}}, volume = {{16}}, year = {{2013}}, } @article{4699, author = {{Becker, Jörg and Beverungen, Daniel and Knackstedt, Ralf and Matzner, Martin and Müller, Oliver and Pöppelbuss, Jens}}, issn = {{09050167}}, journal = {{Scandinavian Journal of Information Systems}}, keywords = {{Business process management, Conceptual modeling, Interaction routines, Modular design, Service networks, Social construction}}, number = {{1}}, pages = {{17----47}}, title = {{{Designing interaction routines in service networks: A modularity and social construction-based approach}}}, year = {{2013}}, } @article{4700, author = {{Becker, Jorg and Beverungen, Daniel and Knackstedt, Ralf and Matzner, Martin and Müller, Oliver and Pöppelbuss, Jens}}, isbn = {{0018-9391}}, issn = {{00189391}}, journal = {{IEEE Transactions on Engineering Management}}, keywords = {{Action research, boundary spanning, business process management (BPM), service blueprinting, service networks}}, number = {{3}}, pages = {{468----482}}, title = {{{Bridging the gap between manufacturing and service through IT-based boundary objects}}}, doi = {{10.1109/TEM.2012.2214770}}, year = {{2013}}, } @phdthesis{24036, author = {{Pottebaum, Jens}}, isbn = {{3-86991-525-0}}, keywords = {{Arbeitsorganisation, E-Learning, Lernorganisation, Lerntechnik, Wissensmanagement}}, publisher = {{Monsenstein und Vannerdat}}, title = {{{Optimierung des einsatzbezogenen Lernens durch Wissensidentifikation}}}, year = {{2012}}, } @article{5716, abstract = {{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.}}, author = {{Evanschitzky, Heiner and Wangenheim, Florian v and Wünderlich, Nancy}}, journal = {{Journal of Retailing}}, keywords = {{Employee satisfaction, Customer satisfaction, Performance, Service profit chain, Feedback loops, Time lags, Myopic marketing management}}, number = {{3}}, pages = {{356--366}}, publisher = {{Elsevier}}, title = {{{Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops.}}}, volume = {{88}}, year = {{2012}}, } @article{4430, abstract = {{Eine zentrale Herausforderung in der Ausbildung angehender Wirtschaftslehrpersonen stellt die sinnvolle Verknüpfung von Theorie- und Praxiserfahrungen dar. Im Rahmen der Ausbildung angehender Wirtschaftslehrpersonen an der Universität St. Gallen wird eine Lernumgebung gestaltet, die eine Verschränkung von Theorie- und Praxiserfahrungen ermöglichen soll. Die Lernprozesse der Studierenden werden dabei durch didaktisch angeleitete Weblogarbeit unterstützt. Trotz der Lernchancen, die sich aus einer Verknüpfung von theoretischen und praktischen Lernphasen ergeben, schätzen die Studierenden den Nutzen der Weblogarbeit als äusserst gering ein. Die Studierenden bei der reflexiven Integration praxisnaher und theoretischer Lernerfahrungen zu unterstützen, ist eine Herausforderung, die dezidierter Anleitung und Förderung durch die Lehrpersonen bedarf}}, author = {{Jenert, Tobias and Gebhardt, Anja and Käser, Reto}}, issn = {{1992-9579}}, journal = {{Zeitschrift für E-Learning}}, keywords = {{Weblog, Blog, e-learning, TEL, higher education, business education}}, number = {{2}}, pages = {{17--29}}, publisher = {{Studien-Verlag}}, title = {{{Weblogs zur Unterstützung der Theorie-Praxis-Integration in der Wirtschaftslehrenden-Ausbildung}}}, volume = {{6}}, year = {{2011}}, } @article{11892, abstract = {{For an environment to be perceived as being smart, contextual information has to be gathered to adapt the system's behavior and its interface towards the user. Being a rich source of context information speech can be acquired unobtrusively by microphone arrays and then processed to extract information about the user and his environment. In this paper, a system for joint temporal segmentation, speaker localization, and identification is presented, which is supported by face identification from video data obtained from a steerable camera. Special attention is paid to latency aspects and online processing capabilities, as they are important for the application under investigation, namely ambient communication. It describes the vision of terminal-less, session-less and multi-modal telecommunication with remote partners, where the user can move freely within his home while the communication follows him. The speaker diarization serves as a context source, which has been integrated in a service-oriented middleware architecture and provided to the application to select the most appropriate I/O device and to steer the camera towards the speaker during ambient communication.}}, author = {{Schmalenstroeer, Joerg and Haeb-Umbach, Reinhold}}, journal = {{IEEE Journal of Selected Topics in Signal Processing}}, keywords = {{audio streaming, audio visual data streaming, context information speech, face identification, face recognition, image segmentation, middleware, multimodal telecommunication, online diarization, service oriented middleware architecture, sessionless telecommunication, software architecture, speaker identification, speaker localization, speaker recognition, steerable camera, telecommunication computing, temporal segmentation, terminal-less telecommunication, video streaming}}, number = {{5}}, pages = {{845--856}}, title = {{{Online Diarization of Streaming Audio-Visual Data for Smart Environments}}}, doi = {{10.1109/JSTSP.2010.2050519}}, volume = {{4}}, year = {{2010}}, } @article{5621, abstract = {{Remote voting through the Internet provides convenience and access to the electorate. At the same time, the security concerns facing any distributed application are magnified when the task is so crucial to democratic society. In addition, some of the electoral process loses transparency when it is encapsulated in information technology. In this paper, we examine the public record of three recent elections that used Internet voting. Our specific goal is to identify any potential flaws that security experts would recognize, but may have not been identified in the rush to implement technology. To do this, we present a multiple exploratory case study, looking at elections conducted between 2006 and 2007 in Estonia, Netherlands, and Switzerland. These elections were selected as particularly interesting and accessible, and each presents its own technical and security challenges. The electoral environment, technical design and process for each election are described, including reconstruction of details which are implied but not specified within the source material. We found that all three elections warrant significant concern about voter security, verifiability, and transparency. Usability, our fourth area of focus, seems to have been well-addressed in these elections. While our analysis is based on public documents and previously published reports, and therefore lacking access to any confidential materials held by electoral officials, this comparative analysis provides interesting insight and consistent questions across all these cases. Effective review of Internet voting requires an aggressive stance towards identifying potential security and operational flaws, and we encourage the use of third party reviews with critical technology skills during design, programming, and voting to reduce the changes of failure or fraud that would undermine public confidence.}}, author = {{Schryen, Guido and Rich, Eliot}}, journal = {{IEEE Transactions on Information Forensics \& Security}}, keywords = {{e-voting, Internet voting, Internet election, security, verifiability, RIES, Estonia, Neuch{\^a}tel}}, number = {{4 Part}}, pages = {{729--744}}, publisher = {{IEEE}}, title = {{{Security in Large-Scale Internet Elections: A Retrospective Analysis of Elections in Estonia, The Netherlands, and Switzerland}}}, volume = {{4}}, year = {{2009}}, } @inproceedings{17278, abstract = {{This paper investigates the influence of feedback provided by an autonomous robot (BIRON) on users’ discursive behavior. A user study is described during which users show objects to the robot. The results of the experiment indicate, that the robot’s verbal feedback utterances cause the humans to adapt their own way of speaking. The changes in users’ verbal behavior are due to their beliefs about the robots knowledge and abilities. In this paper they are identified and grouped. Moreover, the data implies variations in user behavior regarding gestures. Unlike speech, the robot was not able to give feedback with gestures. Due to the lack of feedback, users did not seem to have a consistent mental representation of the robot’s abilities to recognize gestures. As a result, changes between different gestures are interpreted to be unconscious variations accompanying speech.}}, author = {{Lohse, Manja and Rohlfing, Katharina and Wrede, Britta and Sagerer, Gerhard}}, isbn = {{1050-4729}}, keywords = {{discursive behavior, autonomous robot, BIRON, man-machine systems, robot abilities, robot knowledge, user gestures, robot verbal feedback utterance, speech processing, user verbal behavior, service robots, human-robot interaction, human computer interaction, gesture recognition}}, pages = {{3481--3486}}, title = {{{“Try something else!” — When users change their discursive behavior in human-robot interaction}}}, doi = {{10.1109/ROBOT.2008.4543743}}, year = {{2008}}, } @inproceedings{4494, author = {{Sporer, Thomas and Jenert, Tobias and Strehl, Bernhard and Noack, Patrick Ole}}, booktitle = {{DeLFI Workshops}}, keywords = {{E-Portfolios, Lerngemeinschaften, Praxisgemeinschaften, Projektgruppen, Hochschulstudium, informelles Lernen}}, location = {{Siegen}}, pages = {{19----26}}, publisher = {{Logos Verlag}}, title = {{{Einsatz von E-Portfolios zur Förderung von studentischen Lerngemeinschaften im Hochschulstudium.}}}, year = {{2007}}, } @inproceedings{4497, author = {{Sporer, Thomas and Heinze, Nina and Jenert, Tobias and Reinmann, Gabi}}, keywords = {{Problem Solving Competencies, E-Portfolio}}, location = {{Kreta }}, title = {{{Student Learning Communities in the Project-Centered Study Program" Problem-Solving Competencies"}}}, year = {{2007}}, } @article{5655, abstract = {{Spam e-mails have become a serious technological and economic problem. Up to now, by deploying complementary anti-spam measures, we have been reasonably able to withstand spam e-mails and use the Internet for regular communication. However, if we are to avert the danger of losing the Internet e-mail service in its capacity as a valuable, free and worldwide medium of open communication, anti-spam activities should be performed more systematically than is currently the case regarding the mainly heuristic, anti-spam measures in place. A formal framework, within which the existing delivery routes that a spam e-mail may take, and anti-spam measures and their effectiveness can be investigated, will perhaps encourage a shift in methodology and pave the way for new, holistic anti-spam measures. This paper presents a model of the Internet e-mail infrastructure as a directed graph and a deterministic finite automaton and draws on automata theory to formally derive the spam delivery routes. The most important anti-spam measures are then described. Methods controlling only specific delivery routes are evaluated in terms of how effectively they cover the modeled e-mail infrastructure; methods operating independently of any particular routes receive a more general assessment.}}, author = {{Schryen, Guido}}, journal = {{The Journal of Information Systems Security (AIS Special Interest Group in Security)}}, keywords = {{e-mail, spam, e-mail infrastructure, anti-spam measures, spamming options}}, number = {{2}}, pages = {{66--90}}, title = {{{Do anti-spam measures effectively cover the e-mail communication network? A formal approach}}}, volume = {{3}}, year = {{2007}}, } @inproceedings{5661, abstract = {{Spam has become one of the most annoying and costly phenomenon in the Internet. Valid e-mail addresses belong to the most valuable resources of spammers, but little is known about spammers? behavior when collecting and harvesting addresses and spammers? capabilities and interest in carefully directed, consumer-oriented marketing have not been explored yet. Gaining insight into spammers? ways to obtain and (mis)use e-mail addresses is useful in many ways, e.g. for the assessment of the effectiveness of address obscuring techniques and the usability and necessity of hiding e-mail addresses on the Internet. This paper presents a spam honeypot project in progress addressing these issues by systematically placing e-mail addresses in the Internet and analyzing received e-mails. The honeypot?s conceptual framework, its implementation, and first empirical results are presented. Finally, an outlook on further work and activities is provided.}}, author = {{Schryen, Guido}}, booktitle = {{Proceedings of the 6th IEEE Information Assurance Workshop}}, keywords = {{Spam, ham, e-mail, honeypot, address obscuring technique, address taxonomy}}, pages = {{37--41}}, publisher = {{Westpoint}}, title = {{{An e-mail honeypot addressing spammers' behavior in collecting and applying addresses}}}, year = {{2005}}, } @article{5662, abstract = {{Spam als unerwünschte Massen-E-Mail hat die Grenze von der Belästigung zur ökonomischen Relevanz längst überschritten. Ihr relativer Anteil am gesamten, weltweiten E-Mail-Aufkommen stieg in den vergangenen Jahren auf mehr als 50% im Jahr 2003. Es entstehen jährlich volkswirtschaftliche Schäden in Milliardenhöhe. Zur Bekämpfung des Spam-Problems werden neben gesetzlichen Regelungen vor allem technische Lösungen eingesetzt, bei denen das Blockieren und Filtern von E-Mails in praktisch eingesetzten Anti-Spam-Systemen dominieren. Dieser Artikel führt in die Spam-Problematik ein und beschreibt, bewertet und klassifiziert die derzeit bedeutendsten Verfahren zur Bekämpfung von Spam.}}, author = {{Schryen, Guido}}, journal = {{Wirtschaftsinformatik}}, keywords = {{Spam, E-Mail, Spoofing, Blockieren, Filtern, Lightweight Mail Transfer Agent Authentication Protocol (LMAP)}}, number = {{4}}, pages = {{281--288}}, publisher = {{Springer}}, title = {{{Effektivität von Lösungsansätzen zur Bekämpfung von Spam}}}, volume = {{46}}, year = {{2004}}, } @inproceedings{5663, abstract = {{Spam as unsolicited e-mail to a large number of recipients is known to ecome an increasingly disturbing and costly issue of electronic business and internet traffic. Mainly technical-oriented approaches are applied with a focus on blocking, filtering, and authentication mechanisms based on the domain name system. They come along with different drawbacks and have all low effectiveness in common. The article sketches these approaches, shows its limitations, and proposes an account-based approach where the number of e-mails per day and account is restricted.}}, author = {{Schryen, Guido}}, booktitle = {{Proceedings of the IADIS International Conference WWW/Internet 2004. vol. 2}}, editor = {{Isaias, Pedro}}, keywords = {{e-mail, spam, filtering, blocking, LMAP, SMTP account}}, pages = {{937--940}}, publisher = {{IADIS Press}}, title = {{{Fighting Spam: Motivating an Account-based Approach}}}, year = {{2004}}, } @inproceedings{1998, abstract = {{Nearly all existing HPC systems are operated by resource management systems based on the queuing approach. With the increasing acceptance of grid middleware like Globus, new requirements for the underlying local resource management systems arise. Features like advanced reservation or quality of service are needed to implement high level functions like co-allocation. However it is difficult to realize these features with a resource management system based on the queuing concept since it considers only the present resource usage. In this paper we present an approach which closes this gap. By assigning start times to each resource request, a complete schedule is planned. Advanced reservations are now easily possible. Based on this planning approach functions like diffuse requests, automatic duration extension, or service level agreements are described. We think they are useful to increase the usability, acceptance and performance of HPC machines. In the second part of this paper we present a planning based resource management system which already covers some of the mentioned features.}}, author = {{Hovestadt, Matthias and Kao, Odej and Keller, Axel and Streit, Achim}}, booktitle = {{Proc. Workshop on Job Scheduling Strategies for Parallel Processing (JSSPP)}}, keywords = {{High Performance Computing, Service Level Agreement, Grid Resource, Resource Management System, Advance Reservation}}, pages = {{1--20}}, title = {{{Scheduling in HPC Resource Management Systems: Queuing vs. Planning}}}, doi = {{10.1007/10968987_1}}, volume = {{2862}}, year = {{2003}}, }