@article{3516, abstract = {{Triadic service relationships comprise complex relationships in which not only the customer and provider are involved as partners but also other individuals with caregiving relationships with the customer. A triadic constellation may arise in the context of services for animal companions, for example, when veterinarians provide counsel and treatment to the animal companion and its owner. Through interviews with both owners of animal companions and providers of services for animal companions, this study explores typical constellations and characteristics of the three relationships in this service triad. In line with balance theory, the results show that four distinct types of triadic relationships exist in services for animal companions: the harmonious, the dysfunctional, the challenging, and the doubtful triad. The study highlights the potential conflicts and dynamics in the triads to advise providers on how to address customers depending on the types of triads to which they belong.}}, author = {{Rötzmeier-Keuper, Julia and Hendricks, Jennifer and Wünderlich, Nancy and Schmitz, Gertrud}}, journal = {{Journal of Business Research}}, keywords = {{Triadic relationships, Balance theory, Pet-related services, Animal companions, Service relationship typology, Service triads}}, number = {{85}}, pages = {{295----303}}, publisher = {{Elsevier}}, title = {{{Triadic relationships in the context of services for animal companions}}}, year = {{2018}}, } @inproceedings{3537, author = {{Rötzmeier-Keuper, Julia and Wünderlich, Nancy}}, booktitle = {{Proceedings of the 2017 Frontiers in Service Conference}}, location = {{New York City, USA}}, title = {{{How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study.}}}, year = {{2017}}, } @inproceedings{3538, author = {{Rötzmeier-Keuper, Julia and Wünderlich, Nancy}}, booktitle = {{ Proceedings of the 39th Annual Macromarketing Conference}}, location = {{London, GB}}, title = {{{Customer collectives in healthcare: The transformative potential of service to overcome consumer vulnerability}}}, year = {{2014}}, } @inproceedings{3541, author = {{Rötzmeier-Keuper, Julia and Wünderlich, Nancy}}, booktitle = {{Proceedings of the AMA SERVSIG International Service Research Conference}}, location = {{Thessaloniki, GR}}, title = {{{ Interdependent Relationships Between and among Service Providers and Customer Collectives.}}}, year = {{2014}}, }