---
_id: '21242'
author:
- first_name: Hedda
  full_name: Lüttenberg, Hedda
  id: '60612'
  last_name: Lüttenberg
- first_name: Daniel
  full_name: Beverungen, Daniel
  id: '59677'
  last_name: Beverungen
- first_name: Martin
  full_name: Poniatowski, Martin
  id: '32441'
  last_name: Poniatowski
- first_name: Dennis
  full_name: Kundisch, Dennis
  id: '21117'
  last_name: Kundisch
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: Lüttenberg H, Beverungen D, Poniatowski M, Kundisch D, Wünderlich N. Drei Strategien
    zur Etablierung digitaler Plattformen in der Industrie. <i>Wirtschaftsinformatik
    &#38; Management</i>. 2021;13(2):120-131.
  apa: Lüttenberg, H., Beverungen, D., Poniatowski, M., Kundisch, D., &#38; Wünderlich,
    N. (2021). Drei Strategien zur Etablierung digitaler Plattformen in der Industrie.
    <i>Wirtschaftsinformatik &#38; Management</i>, <i>13</i>(2), 120–131.
  bibtex: '@article{Lüttenberg_Beverungen_Poniatowski_Kundisch_Wünderlich_2021, title={Drei
    Strategien zur Etablierung digitaler Plattformen in der Industrie}, volume={13},
    number={2}, journal={Wirtschaftsinformatik &#38; Management}, author={Lüttenberg,
    Hedda and Beverungen, Daniel and Poniatowski, Martin and Kundisch, Dennis and
    Wünderlich, Nancy}, year={2021}, pages={120–131} }'
  chicago: 'Lüttenberg, Hedda, Daniel Beverungen, Martin Poniatowski, Dennis Kundisch,
    and Nancy Wünderlich. “Drei Strategien zur Etablierung digitaler Plattformen in
    der Industrie.” <i>Wirtschaftsinformatik &#38; Management</i> 13, no. 2 (2021):
    120–31.'
  ieee: H. Lüttenberg, D. Beverungen, M. Poniatowski, D. Kundisch, and N. Wünderlich,
    “Drei Strategien zur Etablierung digitaler Plattformen in der Industrie,” <i>Wirtschaftsinformatik
    &#38; Management</i>, vol. 13, no. 2, pp. 120–131, 2021.
  mla: Lüttenberg, Hedda, et al. “Drei Strategien zur Etablierung digitaler Plattformen
    in der Industrie.” <i>Wirtschaftsinformatik &#38; Management</i>, vol. 13, no.
    2, 2021, pp. 120–31.
  short: H. Lüttenberg, D. Beverungen, M. Poniatowski, D. Kundisch, N. Wünderlich,
    Wirtschaftsinformatik &#38; Management 13 (2021) 120–131.
date_created: 2021-02-16T13:33:57Z
date_updated: 2022-01-06T06:54:51Z
department:
- _id: '276'
intvolume: '        13'
issue: '2'
language:
- iso: ger
page: 120-131
project:
- _id: '1'
  name: SFB 901
- _id: '4'
  name: SFB 901 - Project Area C
- _id: '17'
  name: SFB 901 - Subproject C5
- _id: '97'
  name: its OWL - Digital Business
publication: Wirtschaftsinformatik & Management
publication_status: published
status: public
title: Drei Strategien zur Etablierung digitaler Plattformen in der Industrie
type: journal_article
user_id: '477'
volume: 13
year: '2021'
...
---
_id: '17860'
abstract:
- lang: eng
  text: "Purpose\r\nThe purpose of this paper is to identify strategic options and
    challenges that arise when an industrial firm moves from providing smart service
    toward providing a platform.\r\n\r\nDesign/methodology/approach\r\nThis conceptual
    study takes on a multidisciplinary research perspective that integrates concepts,
    theories and insights from service management and marketing, information systems
    and platform economics.\r\n\r\nFindings\r\nThe paper outlines three platform types
    – smart data platform, smart product platform and matching platform – as strategic
    options for firms that wish to evolve from smart service providers to platform
    providers.\r\n\r\nResearch limitations/implications\r\nInvestigating smart service
    platforms calls for launching interdisciplinary research initiatives. Promising
    research avenues are outlined to span boundaries that separate different research
    disciplines today.\r\n\r\nPractical implications\r\nManaging a successful transition
    from providing smart service toward providing a platform requires making significant
    investments in IT, platform-related capabilities and skills, as well as implement
    new approaches toward relationship management and brand-building.\r\n\r\nOriginality/value\r\nThe
    findings described in this paper are valuable to researchers in multiple disciplines
    seeking to develop and to justify theory related to platforms in industrial scenarios."
article_type: original
author:
- first_name: Daniel
  full_name: Beverungen, Daniel
  id: '59677'
  last_name: Beverungen
- first_name: Dennis
  full_name: Kundisch, Dennis
  id: '21117'
  last_name: Kundisch
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Beverungen D, Kundisch D, Wünderlich N. Transforming into a Platform Provider:
    Strategic Options for Industrial Smart Service Providers. <i>Journal of Service
    Management</i>. 2021;32(4):507-532. doi:<a href="https://doi.org/10.1108/JOSM-03-2020-0066">10.1108/JOSM-03-2020-0066</a>'
  apa: 'Beverungen, D., Kundisch, D., &#38; Wünderlich, N. (2021). Transforming into
    a Platform Provider: Strategic Options for Industrial Smart Service Providers.
    <i>Journal of Service Management</i>, <i>32</i>(4), 507–532. <a href="https://doi.org/10.1108/JOSM-03-2020-0066">https://doi.org/10.1108/JOSM-03-2020-0066</a>'
  bibtex: '@article{Beverungen_Kundisch_Wünderlich_2021, title={Transforming into
    a Platform Provider: Strategic Options for Industrial Smart Service Providers},
    volume={32}, DOI={<a href="https://doi.org/10.1108/JOSM-03-2020-0066">10.1108/JOSM-03-2020-0066</a>},
    number={4}, journal={Journal of Service Management}, publisher={Emerald Insight},
    author={Beverungen, Daniel and Kundisch, Dennis and Wünderlich, Nancy}, year={2021},
    pages={507–532} }'
  chicago: 'Beverungen, Daniel, Dennis Kundisch, and Nancy Wünderlich. “Transforming
    into a Platform Provider: Strategic Options for Industrial Smart Service Providers.”
    <i>Journal of Service Management</i> 32, no. 4 (2021): 507–32. <a href="https://doi.org/10.1108/JOSM-03-2020-0066">https://doi.org/10.1108/JOSM-03-2020-0066</a>.'
  ieee: 'D. Beverungen, D. Kundisch, and N. Wünderlich, “Transforming into a Platform
    Provider: Strategic Options for Industrial Smart Service Providers,” <i>Journal
    of Service Management</i>, vol. 32, no. 4, pp. 507–532, 2021, doi: <a href="https://doi.org/10.1108/JOSM-03-2020-0066">10.1108/JOSM-03-2020-0066</a>.'
  mla: 'Beverungen, Daniel, et al. “Transforming into a Platform Provider: Strategic
    Options for Industrial Smart Service Providers.” <i>Journal of Service Management</i>,
    vol. 32, no. 4, Emerald Insight, 2021, pp. 507–32, doi:<a href="https://doi.org/10.1108/JOSM-03-2020-0066">10.1108/JOSM-03-2020-0066</a>.'
  short: D. Beverungen, D. Kundisch, N. Wünderlich, Journal of Service Management
    32 (2021) 507–532.
date_created: 2020-08-12T12:12:36Z
date_updated: 2024-04-18T12:46:37Z
ddc:
- '380'
department:
- _id: '276'
- _id: '181'
doi: 10.1108/JOSM-03-2020-0066
intvolume: '        32'
issue: '4'
keyword:
- Smart service
- Platform
- Interdisciplinary research
- Manufacturing company
- Smart service provider
- Platform economics
- Information systems
- Multi-sided markets
- Business-to-business (B2B) markets
language:
- iso: eng
page: 507-532
project:
- _id: '1'
  grant_number: '160364472'
  name: SFB 901
- _id: '4'
  name: SFB 901 - Project Area C
- _id: '17'
  name: SFB 901 - Subproject C5
publication: Journal of Service Management
publication_identifier:
  issn:
  - 507-532
publication_status: published
publisher: Emerald Insight
quality_controlled: '1'
status: public
title: 'Transforming into a Platform Provider: Strategic Options for Industrial Smart
  Service Providers'
type: journal_article
user_id: '59677'
volume: 32
year: '2021'
...
---
_id: '16116'
author:
- first_name: Maren
  full_name: Purrmann, Maren
  id: '65649'
  last_name: Purrmann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Purrmann M, Wünderlich N. How to Build Trust on Peer-to-Peer Platforms: An
    Investigation of the Antecedents of Peer and Platform Trust. In: <i>Proceedings
    of the 2020 AMA Winter Academic Conference</i>. ; 2020.'
  apa: 'Purrmann, M., &#38; Wünderlich, N. (2020). How to Build Trust on Peer-to-Peer
    Platforms: An Investigation of the Antecedents of Peer and Platform Trust. In
    <i>Proceedings of the 2020 AMA Winter Academic Conference</i>. San Diego, CA,
    USA.'
  bibtex: '@inproceedings{Purrmann_Wünderlich_2020, title={How to Build Trust on Peer-to-Peer
    Platforms: An Investigation of the Antecedents of Peer and Platform Trust}, booktitle={Proceedings
    of the 2020 AMA Winter Academic Conference}, author={Purrmann, Maren and Wünderlich,
    Nancy}, year={2020} }'
  chicago: 'Purrmann, Maren, and Nancy Wünderlich. “How to Build Trust on Peer-to-Peer
    Platforms: An Investigation of the Antecedents of Peer and Platform Trust.” In
    <i>Proceedings of the 2020 AMA Winter Academic Conference</i>, 2020.'
  ieee: 'M. Purrmann and N. Wünderlich, “How to Build Trust on Peer-to-Peer Platforms:
    An Investigation of the Antecedents of Peer and Platform Trust,” in <i>Proceedings
    of the 2020 AMA Winter Academic Conference</i>, San Diego, CA, USA, 2020.'
  mla: 'Purrmann, Maren, and Nancy Wünderlich. “How to Build Trust on Peer-to-Peer
    Platforms: An Investigation of the Antecedents of Peer and Platform Trust.” <i>Proceedings
    of the 2020 AMA Winter Academic Conference</i>, 2020.'
  short: 'M. Purrmann, N. Wünderlich, in: Proceedings of the 2020 AMA Winter Academic
    Conference, 2020.'
conference:
  end_date: 16.02.2020
  location: San Diego, CA, USA
  name: 2020 AMA Winter Academic Conference
  start_date: 14.02.2020
date_created: 2020-02-27T14:12:09Z
date_updated: 2022-01-06T06:52:43Z
department:
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 2020 AMA Winter Academic Conference
status: public
title: 'How to Build Trust on Peer-to-Peer Platforms: An Investigation of the Antecedents
  of Peer and Platform Trust'
type: conference
user_id: '65649'
year: '2020'
...
---
_id: '15532'
author:
- first_name: Maren
  full_name: Purrmann, Maren
  id: '65649'
  last_name: Purrmann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Purrmann M, Wünderlich N. Value Co-Creation Patterns in Multi-Actor Service
    Interactions: A Framework for Collaborative Consumption Platforms. In: <i>Proceedings
    of the 2019 Frontiers in Service Conference</i>. ; 2019.'
  apa: 'Purrmann, M., &#38; Wünderlich, N. (2019). Value Co-Creation Patterns in Multi-Actor
    Service Interactions: A Framework for Collaborative Consumption Platforms. In
    <i>Proceedings of the 2019 Frontiers in Service Conference</i>. Singapore.'
  bibtex: '@inproceedings{Purrmann_Wünderlich_2019, title={Value Co-Creation Patterns
    in Multi-Actor Service Interactions: A Framework for Collaborative Consumption
    Platforms}, booktitle={Proceedings of the 2019 Frontiers in Service Conference},
    author={Purrmann, Maren and Wünderlich, Nancy}, year={2019} }'
  chicago: 'Purrmann, Maren, and Nancy Wünderlich. “Value Co-Creation Patterns in
    Multi-Actor Service Interactions: A Framework for Collaborative Consumption Platforms.”
    In <i>Proceedings of the 2019 Frontiers in Service Conference</i>, 2019.'
  ieee: 'M. Purrmann and N. Wünderlich, “Value Co-Creation Patterns in Multi-Actor
    Service Interactions: A Framework for Collaborative Consumption Platforms,” in
    <i>Proceedings of the 2019 Frontiers in Service Conference</i>, Singapore, 2019.'
  mla: 'Purrmann, Maren, and Nancy Wünderlich. “Value Co-Creation Patterns in Multi-Actor
    Service Interactions: A Framework for Collaborative Consumption Platforms.” <i>Proceedings
    of the 2019 Frontiers in Service Conference</i>, 2019.'
  short: 'M. Purrmann, N. Wünderlich, in: Proceedings of the 2019 Frontiers in Service
    Conference, 2019.'
conference:
  location: Singapore
  name: 2019 Frontiers in Service Conference
date_created: 2020-01-13T14:33:01Z
date_updated: 2022-01-06T06:52:29Z
department:
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 2019 Frontiers in Service Conference
status: public
title: 'Value Co-Creation Patterns in Multi-Actor Service Interactions: A Framework
  for Collaborative Consumption Platforms'
type: conference
user_id: '65649'
year: '2019'
...
---
_id: '2652'
author:
- first_name: Darius
  full_name: Schlangenotto, Darius
  id: '13268'
  last_name: Schlangenotto
- first_name: Dennis
  full_name: Kundisch, Dennis
  id: '21117'
  last_name: Kundisch
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: Schlangenotto D, Kundisch D, Wünderlich N. Is Paid Search Overrated? When Bricks-and-Mortar-Only
    Retailers Should Not Use Paid Search. <i>Electronic Markets</i>. 2018;28(4):407-421.
  apa: Schlangenotto, D., Kundisch, D., &#38; Wünderlich, N. (2018). Is Paid Search
    Overrated? When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search. <i>Electronic
    Markets</i>, <i>28</i>(4), 407–421.
  bibtex: '@article{Schlangenotto_Kundisch_Wünderlich_2018, title={Is Paid Search
    Overrated? When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search},
    volume={28}, number={4}, journal={Electronic Markets}, author={Schlangenotto,
    Darius and Kundisch, Dennis and Wünderlich, Nancy}, year={2018}, pages={407–421}
    }'
  chicago: 'Schlangenotto, Darius, Dennis Kundisch, and Nancy Wünderlich. “Is Paid
    Search Overrated? When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search.”
    <i>Electronic Markets</i> 28, no. 4 (2018): 407–21.'
  ieee: D. Schlangenotto, D. Kundisch, and N. Wünderlich, “Is Paid Search Overrated?
    When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search,” <i>Electronic
    Markets</i>, vol. 28, no. 4, pp. 407–421, 2018.
  mla: Schlangenotto, Darius, et al. “Is Paid Search Overrated? When Bricks-and-Mortar-Only
    Retailers Should Not Use Paid Search.” <i>Electronic Markets</i>, vol. 28, no.
    4, 2018, pp. 407–21.
  short: D. Schlangenotto, D. Kundisch, N. Wünderlich, Electronic Markets 28 (2018)
    407–421.
date_created: 2018-05-04T09:09:47Z
date_updated: 2022-01-06T06:57:21Z
department:
- _id: '276'
intvolume: '        28'
issue: '4'
language:
- iso: eng
page: 407-421
publication: Electronic Markets
publication_status: published
status: public
title: Is Paid Search Overrated? When Bricks-and-Mortar-Only Retailers Should Not
  Use Paid Search
type: journal_article
user_id: '16205'
volume: 28
year: '2018'
...
---
_id: '3516'
abstract:
- lang: eng
  text: '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.'
article_type: original
author:
- first_name: Julia
  full_name: Rötzmeier-Keuper, Julia
  id: '24869'
  last_name: Rötzmeier-Keuper
- first_name: Jennifer
  full_name: Hendricks, Jennifer
  last_name: Hendricks
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Gertrud
  full_name: Schmitz, Gertrud
  last_name: Schmitz
citation:
  ama: Rötzmeier-Keuper J, Hendricks J, Wünderlich N, Schmitz G. Triadic relationships
    in the context of services for animal companions. <i>Journal of Business Research</i>.
    2018;(85):295--303.
  apa: Rötzmeier-Keuper, J., Hendricks, J., Wünderlich, N., &#38; Schmitz, G. (2018).
    Triadic relationships in the context of services for animal companions. <i>Journal
    of Business Research</i>, (85), 295--303.
  bibtex: '@article{Rötzmeier-Keuper_Hendricks_Wünderlich_Schmitz_2018, title={Triadic
    relationships in the context of services for animal companions}, number={85},
    journal={Journal of Business Research}, publisher={Elsevier}, author={Rötzmeier-Keuper,
    Julia and Hendricks, Jennifer and Wünderlich, Nancy and Schmitz, Gertrud}, year={2018},
    pages={295--303} }'
  chicago: 'Rötzmeier-Keuper, Julia, Jennifer Hendricks, Nancy Wünderlich, and Gertrud
    Schmitz. “Triadic Relationships in the Context of Services for Animal Companions.”
    <i>Journal of Business Research</i>, no. 85 (2018): 295--303.'
  ieee: J. Rötzmeier-Keuper, J. Hendricks, N. Wünderlich, and G. Schmitz, “Triadic
    relationships in the context of services for animal companions,” <i>Journal of
    Business Research</i>, no. 85, pp. 295--303, 2018.
  mla: Rötzmeier-Keuper, Julia, et al. “Triadic Relationships in the Context of Services
    for Animal Companions.” <i>Journal of Business Research</i>, no. 85, Elsevier,
    2018, pp. 295--303.
  short: J. Rötzmeier-Keuper, J. Hendricks, N. Wünderlich, G. Schmitz, Journal of
    Business Research (2018) 295--303.
date_created: 2018-07-10T07:15:45Z
date_updated: 2022-01-06T06:59:21Z
department:
- _id: '181'
issue: '85'
keyword:
- Triadic relationships
- Balance theory
- Pet-related services
- Animal companions
- Service relationship typology
- Service triads
language:
- iso: eng
page: 295--303
publication: Journal of Business Research
publication_status: published
publisher: Elsevier
status: public
title: Triadic relationships in the context of services for animal companions
type: journal_article
user_id: '37741'
year: '2018'
...
---
_id: '4952'
author:
- first_name: Maren
  full_name: Purrmann, Maren
  id: '65649'
  last_name: Purrmann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Purrmann M, Wünderlich N. Managing Collaborative Consumption Platforms: Successfully
    Fostering the Co-Creation of Value Between Service Customers and Peer Providers.
    In: <i>Proceedings of the 2018 Frontiers in Service Conference</i>.'
  apa: 'Purrmann, M., &#38; Wünderlich, N. (n.d.). Managing Collaborative Consumption
    Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers
    and Peer Providers. In <i>Proceedings of the 2018 Frontiers in Service Conference</i>.
    Austin, USA.'
  bibtex: '@inproceedings{Purrmann_Wünderlich, title={Managing Collaborative Consumption
    Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers
    and Peer Providers}, booktitle={Proceedings of the 2018 Frontiers in Service Conference},
    author={Purrmann, Maren and Wünderlich, Nancy} }'
  chicago: 'Purrmann, Maren, and Nancy Wünderlich. “Managing Collaborative Consumption
    Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers
    and Peer Providers.” In <i>Proceedings of the 2018 Frontiers in Service Conference</i>,
    n.d.'
  ieee: 'M. Purrmann and N. Wünderlich, “Managing Collaborative Consumption Platforms:
    Successfully Fostering the Co-Creation of Value Between Service Customers and
    Peer Providers,” in <i>Proceedings of the 2018 Frontiers in Service Conference</i>,
    Austin, USA.'
  mla: 'Purrmann, Maren, and Nancy Wünderlich. “Managing Collaborative Consumption
    Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers
    and Peer Providers.” <i>Proceedings of the 2018 Frontiers in Service Conference</i>.'
  short: 'M. Purrmann, N. Wünderlich, in: Proceedings of the 2018 Frontiers in Service
    Conference, n.d.'
conference:
  end_date: 09.09.2018
  location: Austin, USA
  name: 2018 Frontiers in Service Conference
  start_date: 06.09.2018
date_created: 2018-10-26T10:28:27Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 2018 Frontiers in Service Conference
publication_status: accepted
status: public
title: 'Managing Collaborative Consumption Platforms: Successfully Fostering the Co-Creation
  of Value Between Service Customers and Peer Providers'
type: conference
user_id: '65649'
year: '2018'
...
---
_id: '3537'
author:
- first_name: Julia
  full_name: Rötzmeier-Keuper, Julia
  id: '24869'
  last_name: Rötzmeier-Keuper
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Rötzmeier-Keuper J, Wünderlich N. How to Handle Dilemmas in Triadic Service
    Relationships – An Exploratory Study. In: <i>Proceedings of the 2017 Frontiers
    in Service Conference</i>. ; 2017.'
  apa: Rötzmeier-Keuper, J., &#38; Wünderlich, N. (2017). How to Handle Dilemmas in
    Triadic Service Relationships – An Exploratory Study. In <i>Proceedings of the
    2017 Frontiers in Service Conference</i>. New York City, USA.
  bibtex: '@inproceedings{Rötzmeier-Keuper_Wünderlich_2017, title={How to Handle Dilemmas
    in Triadic Service Relationships – An Exploratory Study.}, booktitle={Proceedings
    of the 2017 Frontiers in Service Conference}, author={Rötzmeier-Keuper, Julia
    and Wünderlich, Nancy}, year={2017} }'
  chicago: Rötzmeier-Keuper, Julia, and Nancy Wünderlich. “How to Handle Dilemmas
    in Triadic Service Relationships – An Exploratory Study.” In <i>Proceedings of
    the 2017 Frontiers in Service Conference</i>, 2017.
  ieee: J. Rötzmeier-Keuper and N. Wünderlich, “How to Handle Dilemmas in Triadic
    Service Relationships – An Exploratory Study.,” in <i>Proceedings of the 2017
    Frontiers in Service Conference</i>, New York City, USA, 2017.
  mla: Rötzmeier-Keuper, Julia, and Nancy Wünderlich. “How to Handle Dilemmas in Triadic
    Service Relationships – An Exploratory Study.” <i>Proceedings of the 2017 Frontiers
    in Service Conference</i>, 2017.
  short: 'J. Rötzmeier-Keuper, N. Wünderlich, in: Proceedings of the 2017 Frontiers
    in Service Conference, 2017.'
conference:
  location: New York City, USA
  name: Frontiers in Service Conference
date_created: 2018-07-11T07:38:23Z
date_updated: 2022-01-06T06:59:22Z
department:
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 2017 Frontiers in Service Conference
status: public
title: How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study.
type: conference
user_id: '37741'
year: '2017'
...
---
_id: '4947'
abstract:
- lang: eng
  text: Manufacturers increasingly integrate information and communication technologies
    into their products so that they can provide IT-based services. Organizations
    that formerly concentrated on transactional sales thus confront a new challenge
    associated with managing service usage—retention and extracting value from investments
    in smart technology. This study combines a marketing and an information systems
    perspective in a field study conducted jointly with a large European car manufacturer.
    Understanding the renewal decision for IT-based service contracts requires knowledge
    from both disciplines. The paper shows that combining behavioral predictor variables
    stemming from marketing research and technology-related perceptual variables stemming
    from technology acceptance research increases the explanatory power and prediction
    accuracy of forecasting models for customer renewal decisions. Specifically, the
    authors show that perceptions of usefulness become more important the longer customers
    use IT-based services and the more services they use within the service contract.
article_type: original
author:
- first_name: Florian v
  full_name: Wangenheim, Florian v
  last_name: Wangenheim
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
citation:
  ama: Wangenheim F v, Wünderlich N, Schumann JH. Renew or cancel? Drivers of customer
    renewal decisions for IT-based service contracts. <i>Journal of Business Research</i>.
    2017;(79):181--188.
  apa: Wangenheim, F. v, Wünderlich, N., &#38; Schumann, J. H. (2017). Renew or cancel?
    Drivers of customer renewal decisions for IT-based service contracts. <i>Journal
    of Business Research</i>, (79), 181--188.
  bibtex: '@article{Wangenheim_Wünderlich_Schumann_2017, title={Renew or cancel? Drivers
    of customer renewal decisions for IT-based service contracts}, number={79}, journal={Journal
    of Business Research}, publisher={Elsevier}, author={Wangenheim, Florian v and
    Wünderlich, Nancy and Schumann, Jan H}, year={2017}, pages={181--188} }'
  chicago: 'Wangenheim, Florian v, Nancy Wünderlich, and Jan H Schumann. “Renew or
    Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.”
    <i>Journal of Business Research</i>, no. 79 (2017): 181--188.'
  ieee: F. v Wangenheim, N. Wünderlich, and J. H. Schumann, “Renew or cancel? Drivers
    of customer renewal decisions for IT-based service contracts,” <i>Journal of Business
    Research</i>, no. 79, pp. 181--188, 2017.
  mla: Wangenheim, Florian v, et al. “Renew or Cancel? Drivers of Customer Renewal
    Decisions for IT-Based Service Contracts.” <i>Journal of Business Research</i>,
    no. 79, Elsevier, 2017, pp. 181--188.
  short: F. v Wangenheim, N. Wünderlich, J.H. Schumann, Journal of Business Research
    (2017) 181--188.
date_created: 2018-10-26T10:11:34Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
issue: '79'
keyword:
- IT-based service
- Smart services
- Contract renewal
- Retention
- Customer churn
- Free trial
language:
- iso: eng
page: 181--188
publication: Journal of Business Research
publication_status: published
publisher: Elsevier
status: public
title: Renew or cancel? Drivers of customer renewal decisions for IT-based service
  contracts
type: journal_article
user_id: '37741'
year: '2017'
...
---
_id: '4949'
abstract:
- lang: eng
  text: The service encounter – one of the foundational concepts in service research
    – is fundamentally changing due to rapid evolutions in technology. In this paper,
    we offer an updated perspective on what we label the “Service Encounter 2.0”.
    To this end, we develop a conceptual framework that captures the essence of the
    Service Encounter 2.0 and provides a synthesis of the changing interdependent
    roles of technology, employees, and customers. We find that technology either
    augments or substitutes service employees, and can foster network connections.
    In turn, employees and customers are taking on the role of enabler, innovator,
    coordinator and differentiator. In addition, we identify critical areas for future
    research on this important topic.
article_type: original
author:
- first_name: Bart
  full_name: Larivière, Bart
  last_name: Larivière
- first_name: David
  full_name: Bowen, David
  last_name: Bowen
- first_name: Tor W
  full_name: Andreassen, Tor W
  last_name: Andreassen
- first_name: Werner
  full_name: Kunz, Werner
  last_name: Kunz
- first_name: Nancy J
  full_name: Sirianni, Nancy J
  last_name: Sirianni
- first_name: Chris
  full_name: Voss, Chris
  last_name: Voss
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Arne
  full_name: De Keyser, Arne
  last_name: De Keyser
citation:
  ama: 'Larivière B, Bowen D, Andreassen TW, et al. “Service Encounter 2.0”: An investigation
    into the roles of technology, employees and customers. <i>Journal of Business
    Research</i>. 2017;(79):238--246.'
  apa: 'Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss,
    C., … De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the
    roles of technology, employees and customers. <i>Journal of Business Research</i>,
    (79), 238--246.'
  bibtex: '@article{Larivière_Bowen_Andreassen_Kunz_Sirianni_Voss_Wünderlich_De Keyser_2017,
    title={“Service Encounter 2.0”: An investigation into the roles of technology,
    employees and customers}, number={79}, journal={Journal of Business Research},
    publisher={Elsevier}, author={Larivière, Bart and Bowen, David and Andreassen,
    Tor W and Kunz, Werner and Sirianni, Nancy J and Voss, Chris and Wünderlich, Nancy
    and De Keyser, Arne}, year={2017}, pages={238--246} }'
  chicago: 'Larivière, Bart, David Bowen, Tor W Andreassen, Werner Kunz, Nancy J Sirianni,
    Chris Voss, Nancy Wünderlich, and Arne De Keyser. “‘Service Encounter 2.0’: An
    Investigation into the Roles of Technology, Employees and Customers.” <i>Journal
    of Business Research</i>, no. 79 (2017): 238--246.'
  ieee: 'B. Larivière <i>et al.</i>, “‘Service Encounter 2.0’: An investigation into
    the roles of technology, employees and customers,” <i>Journal of Business Research</i>,
    no. 79, pp. 238--246, 2017.'
  mla: 'Larivière, Bart, et al. “‘Service Encounter 2.0’: An Investigation into the
    Roles of Technology, Employees and Customers.” <i>Journal of Business Research</i>,
    no. 79, Elsevier, 2017, pp. 238--246.'
  short: B. Larivière, D. Bowen, T.W. Andreassen, W. Kunz, N.J. Sirianni, C. Voss,
    N. Wünderlich, A. De Keyser, Journal of Business Research (2017) 238--246.
date_created: 2018-10-26T10:15:22Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
issue: '79'
keyword:
- Service encounter
- Technology roles
- Employee roles
- Customer roles
- Employee experience
- Customer experience
language:
- iso: eng
page: 238--246
publication: Journal of Business Research
publication_status: published
publisher: Elsevier
status: public
title: '“Service Encounter 2.0”: An investigation into the roles of technology, employees
  and customers'
type: journal_article
user_id: '37741'
year: '2017'
...
---
_id: '4955'
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: 'Stefanie '
  full_name: 'Paluch, Stefanie '
  last_name: Paluch
citation:
  ama: 'Wünderlich N, Paluch S. A Nice and Friendly Chat With a Bot: User Perceptions
    of AI-Based Service Agents. In: <i>Proceedings of the 38th International Conference
    on Information Systems (ICIS 2017)</i>. ; 2017.'
  apa: 'Wünderlich, N., &#38; Paluch, S. (2017). A Nice and Friendly Chat With a Bot:
    User Perceptions of AI-Based Service Agents. In <i>Proceedings of the 38th International
    Conference on Information Systems (ICIS 2017)</i>. Seoul, Korea.'
  bibtex: '@inproceedings{Wünderlich_Paluch_2017, title={A Nice and Friendly Chat
    With a Bot: User Perceptions of AI-Based Service Agents}, booktitle={Proceedings
    of the 38th International Conference on Information Systems (ICIS 2017)}, author={Wünderlich,
    Nancy and Paluch, Stefanie }, year={2017} }'
  chicago: 'Wünderlich, Nancy, and Stefanie  Paluch. “A Nice and Friendly Chat With
    a Bot: User Perceptions of AI-Based Service Agents.” In <i>Proceedings of the
    38th International Conference on Information Systems (ICIS 2017)</i>, 2017.'
  ieee: 'N. Wünderlich and S. Paluch, “A Nice and Friendly Chat With a Bot: User Perceptions
    of AI-Based Service Agents,” in <i>Proceedings of the 38th International Conference
    on Information Systems (ICIS 2017)</i>, Seoul, Korea, 2017.'
  mla: 'Wünderlich, Nancy, and Stefanie Paluch. “A Nice and Friendly Chat With a Bot:
    User Perceptions of AI-Based Service Agents.” <i>Proceedings of the 38th International
    Conference on Information Systems (ICIS 2017)</i>, 2017.'
  short: 'N. Wünderlich, S. Paluch, in: Proceedings of the 38th International Conference
    on Information Systems (ICIS 2017), 2017.'
conference:
  location: Seoul, Korea
  name: 38th International Conference on Information Systems (ICIS 2017)
date_created: 2018-10-26T10:32:20Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 38th International Conference on Information Systems
  (ICIS 2017)
publication_status: published
status: public
title: 'A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service
  Agents'
type: conference
user_id: '37741'
year: '2017'
...
---
_id: '4956'
author:
- first_name: Isabel
  full_name: Teßmer, Isabel
  last_name: Teßmer
- first_name: Marcus
  full_name: Olsson, Marcus
  last_name: Olsson
- first_name: Anders
  full_name: Gustafsson, Anders
  last_name: Gustafsson
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Teßmer I, Olsson M, Gustafsson A, Wünderlich N. How to Design Successful Gamification
    in Retail: The benefits and Pitfalls of Affordances. In: <i>Proceedings of the
    2017 Frontiers in Service Conference</i>. ; 2017.'
  apa: 'Teßmer, I., Olsson, M., Gustafsson, A., &#38; Wünderlich, N. (2017). How to
    Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances.
    In <i>Proceedings of the 2017 Frontiers in Service Conference</i>. New York City,
    USA.'
  bibtex: '@inproceedings{Teßmer_Olsson_Gustafsson_Wünderlich_2017, title={How to
    Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances},
    booktitle={Proceedings of the 2017 Frontiers in Service Conference}, author={Teßmer,
    Isabel and Olsson, Marcus and Gustafsson, Anders and Wünderlich, Nancy}, year={2017}
    }'
  chicago: 'Teßmer, Isabel, Marcus Olsson, Anders Gustafsson, and Nancy Wünderlich.
    “How to Design Successful Gamification in Retail: The Benefits and Pitfalls of
    Affordances.” In <i>Proceedings of the 2017 Frontiers in Service Conference</i>,
    2017.'
  ieee: 'I. Teßmer, M. Olsson, A. Gustafsson, and N. Wünderlich, “How to Design Successful
    Gamification in Retail: The benefits and Pitfalls of Affordances,” in <i>Proceedings
    of the 2017 Frontiers in Service Conference</i>, New York City, USA, 2017.'
  mla: 'Teßmer, Isabel, et al. “How to Design Successful Gamification in Retail: The
    Benefits and Pitfalls of Affordances.” <i>Proceedings of the 2017 Frontiers in
    Service Conference</i>, 2017.'
  short: 'I. Teßmer, M. Olsson, A. Gustafsson, N. Wünderlich, in: Proceedings of the
    2017 Frontiers in Service Conference, 2017.'
conference:
  location: New York City, USA
  name: 2017 Frontiers in Service Conference
date_created: 2018-10-26T10:35:18Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
language:
- iso: eng
publication: Proceedings of the 2017 Frontiers in Service Conference
publication_status: published
status: public
title: 'How to Design Successful Gamification in Retail: The benefits and Pitfalls
  of Affordances'
type: conference
user_id: '37741'
year: '2017'
...
---
_id: '5328'
author:
- first_name: Bart
  full_name: Larivière, Bart
  last_name: Larivière
- first_name: David
  full_name: Bowen, David
  last_name: Bowen
- first_name: Tor W
  full_name: Andreassen, Tor W
  last_name: Andreassen
- first_name: Werner
  full_name: Kunz, Werner
  last_name: Kunz
- first_name: Nancy J
  full_name: Sirianni, Nancy J
  last_name: Sirianni
- first_name: Chris
  full_name: Voss, Chris
  last_name: Voss
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Arne
  full_name: De Keyser, Arne
  last_name: De Keyser
citation:
  ama: 'Larivière B, Bowen D, Andreassen TW, et al. Service Encounter 2.0": An Investigation
    Into the Roles of Technology, Employees and Customers. In: <i>Proceedings of QUIS
    2017</i>. ; 2017.'
  apa: 'Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss,
    C., … De Keyser, A. (2017). Service Encounter 2.0": An Investigation Into the
    Roles of Technology, Employees and Customers. In <i>Proceedings of QUIS 2017</i>.
    Porto, Portugal.'
  bibtex: '@inproceedings{Larivière_Bowen_Andreassen_Kunz_Sirianni_Voss_Wünderlich_De
    Keyser_2017, title={Service Encounter 2.0": An Investigation Into the Roles of
    Technology, Employees and Customers.}, booktitle={Proceedings of QUIS 2017}, author={Larivière,
    Bart and Bowen, David and Andreassen, Tor W and Kunz, Werner and Sirianni, Nancy
    J and Voss, Chris and Wünderlich, Nancy and De Keyser, Arne}, year={2017} }'
  chicago: 'Larivière, Bart, David Bowen, Tor W Andreassen, Werner Kunz, Nancy J Sirianni,
    Chris Voss, Nancy Wünderlich, and Arne De Keyser. “Service Encounter 2.0": An
    Investigation Into the Roles of Technology, Employees and Customers.” In <i>Proceedings
    of QUIS 2017</i>, 2017.'
  ieee: 'B. Larivière <i>et al.</i>, “Service Encounter 2.0": An Investigation Into
    the Roles of Technology, Employees and Customers.,” in <i>Proceedings of QUIS
    2017</i>, Porto, Portugal, 2017.'
  mla: 'Larivière, Bart, et al. “Service Encounter 2.0": An Investigation Into the
    Roles of Technology, Employees and Customers.” <i>Proceedings of QUIS 2017</i>,
    2017.'
  short: 'B. Larivière, D. Bowen, T.W. Andreassen, W. Kunz, N.J. Sirianni, C. Voss,
    N. Wünderlich, A. De Keyser, in: Proceedings of QUIS 2017, 2017.'
conference:
  location: Porto, Portugal
  name: QUIS 2017
date_created: 2018-11-02T17:53:24Z
date_updated: 2022-01-06T07:01:49Z
department:
- _id: '181'
- _id: '178'
language:
- iso: eng
publication: Proceedings of QUIS 2017
publication_status: published
status: public
title: 'Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees
  and Customers.'
type: conference
user_id: '37741'
year: '2017'
...
---
_id: '5329'
author:
- first_name: Hürrem
  full_name: Becker-Özcamlica, Hürrem
  last_name: Becker-Özcamlica
- first_name: Isabel
  full_name: Teßmer, Isabel
  last_name: Teßmer
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Becker-Özcamlica H, Teßmer I, Wünderlich N. Do Companies Really Have to Emphasize
    the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations.
    In: <i>Proceedings of the 2017 Winter Marketing Educators’ Conference</i>. ; 2017.'
  apa: Becker-Özcamlica, H., Teßmer, I., &#38; Wünderlich, N. (2017). Do Companies
    Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing
    Sustainable Market Orientations. In <i>Proceedings of the 2017 Winter Marketing
    Educators’ Conference</i>. Orlando, USA.
  bibtex: '@inproceedings{Becker-Özcamlica_Teßmer_Wünderlich_2017, title={Do Companies
    Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing
    Sustainable Market Orientations.}, booktitle={Proceedings of the 2017 Winter Marketing
    Educators’ Conference}, author={Becker-Özcamlica, Hürrem and Teßmer, Isabel and
    Wünderlich, Nancy}, year={2017} }'
  chicago: Becker-Özcamlica, Hürrem, Isabel Teßmer, and Nancy Wünderlich. “Do Companies
    Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing
    Sustainable Market Orientations.” In <i>Proceedings of the 2017 Winter Marketing
    Educators’ Conference</i>, 2017.
  ieee: H. Becker-Özcamlica, I. Teßmer, and N. Wünderlich, “Do Companies Really Have
    to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable
    Market Orientations.,” in <i>Proceedings of the 2017 Winter Marketing Educators’
    Conference</i>, Orlando, USA, 2017.
  mla: Becker-Özcamlica, Hürrem, et al. “Do Companies Really Have to Emphasize the
    Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations.”
    <i>Proceedings of the 2017 Winter Marketing Educators’ Conference</i>, 2017.
  short: 'H. Becker-Özcamlica, I. Teßmer, N. Wünderlich, in: Proceedings of the 2017
    Winter Marketing Educators’ Conference, 2017.'
conference:
  location: Orlando, USA
  name: 2017 Winter Marketing Educators' Conference
date_created: 2018-11-02T17:58:41Z
date_updated: 2022-01-06T07:01:49Z
department:
- _id: '181'
- _id: '178'
language:
- iso: eng
publication: Proceedings of the 2017 Winter Marketing Educators' Conference
publication_status: published
status: public
title: Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the
  Effect of Competing Sustainable Market Orientations.
type: conference
user_id: '37741'
year: '2017'
...
---
_id: '5700'
abstract:
- lang: eng
  text: "Purpose\r\n– The purpose of this paper is to examine the nature of context
    and its implications for theory and research in service. \r\n\r\nDesign/methodology/approach\r\n–
    This is a conceptual paper based on exploring existing research and theory related
    to context in service research. \r\n\r\nFindings\r\n– The characteristics of service
    make context both important and challenging, there is great contextual diversity
    in service research as reflected, for example in ecosystems made up of multiple
    contextual variables. There is a need to identify the context-specific nature
    of middle range theory and the contextual logic of general theory. The authors
    explore the challenges of context for service theory and how we might learn from
    theory in a particular context and test or adapt it in other contexts. \r\n\r\nOriginality/value\r\n–
    The findings of this paper are of value to researchers seeking to develop and
    justify theory in service research (general, middle range or theory in use)."
article_type: original
author:
- first_name: Chris
  full_name: Voss, Chris
  last_name: Voss
- first_name: Helen
  full_name: Perks, Helen
  last_name: Perks
- first_name: Rui
  full_name: Sousa, Rui
  last_name: Sousa
- first_name: Lars
  full_name: Witell, Lars
  last_name: Witell
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: Voss C, Perks H, Sousa R, Witell L, Wünderlich N. Reflections on Context in
    Service Research. <i>Journal of Service Management</i>. 2016;27(1):30-36.
  apa: Voss, C., Perks, H., Sousa, R., Witell, L., &#38; Wünderlich, N. (2016). Reflections
    on Context in Service Research. <i>Journal of Service Management</i>, <i>27</i>(1),
    30–36.
  bibtex: '@article{Voss_Perks_Sousa_Witell_Wünderlich_2016, title={Reflections on
    Context in Service Research.}, volume={27}, number={1}, journal={Journal of Service
    Management}, publisher={Emerald Group Publishing Limited}, author={Voss, Chris
    and Perks, Helen and Sousa, Rui and Witell, Lars and Wünderlich, Nancy}, year={2016},
    pages={30–36} }'
  chicago: 'Voss, Chris, Helen Perks, Rui Sousa, Lars Witell, and Nancy Wünderlich.
    “Reflections on Context in Service Research.” <i>Journal of Service Management</i>
    27, no. 1 (2016): 30–36.'
  ieee: C. Voss, H. Perks, R. Sousa, L. Witell, and N. Wünderlich, “Reflections on
    Context in Service Research.,” <i>Journal of Service Management</i>, vol. 27,
    no. 1, pp. 30–36, 2016.
  mla: Voss, Chris, et al. “Reflections on Context in Service Research.” <i>Journal
    of Service Management</i>, vol. 27, no. 1, Emerald Group Publishing Limited, 2016,
    pp. 30–36.
  short: C. Voss, H. Perks, R. Sousa, L. Witell, N. Wünderlich, Journal of Service
    Management 27 (2016) 30–36.
date_created: 2018-11-15T11:19:00Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        27'
issue: '1'
keyword:
- Research
- Service theory
language:
- iso: eng
page: 30-36
publication: Journal of Service Management
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: Reflections on Context in Service Research.
type: journal_article
user_id: '37741'
volume: 27
year: '2016'
...
---
_id: '4951'
abstract:
- lang: eng
  text: Despite the rapid growth and potential of technology-based services, managers'
    greatest challenges are gaining customer acceptance and increasing usage of these
    new innovative services. In the B2C field, studies of self-service technology
    show that perceived risk is an important factor influencing the use of service
    technology. Though prior research explores different risk types that emerge in
    consumer settings, risk perception in the B2B setting lacks a detailed examination
    of different risk types influencing technology-based service adoption. Data from
    49 qualitative interviews with providers and customers in two different B2B industries
    inform this study. The findings emphasize the importance of functional and financial
    risks in a B2B context and show that business customers' personal and psychological
    fears hinder their use of technology-based services. Results highlight differences
    in risk perception and evaluation between customers and providers.
article_type: original
author:
- first_name: Stefanie
  full_name: Paluch, Stefanie
  last_name: Paluch
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: Paluch S, Wünderlich N. Contrasting Risk Perceptions of Technology-Based Service
    Innovations in Inter-Organizational Settings. <i>Journal of business Research</i>.
    2016;69(7):2424--2431.
  apa: Paluch, S., &#38; Wünderlich, N. (2016). Contrasting Risk Perceptions of Technology-Based
    Service Innovations in Inter-Organizational Settings. <i>Journal of Business Research</i>,
    <i>69</i>(7), 2424--2431.
  bibtex: '@article{Paluch_Wünderlich_2016, title={Contrasting Risk Perceptions of
    Technology-Based Service Innovations in Inter-Organizational Settings.}, volume={69},
    number={7}, journal={Journal of business Research}, publisher={Elsevier}, author={Paluch,
    Stefanie and Wünderlich, Nancy}, year={2016}, pages={2424--2431} }'
  chicago: 'Paluch, Stefanie, and Nancy Wünderlich. “Contrasting Risk Perceptions
    of Technology-Based Service Innovations in Inter-Organizational Settings.” <i>Journal
    of Business Research</i> 69, no. 7 (2016): 2424--2431.'
  ieee: S. Paluch and N. Wünderlich, “Contrasting Risk Perceptions of Technology-Based
    Service Innovations in Inter-Organizational Settings.,” <i>Journal of business
    Research</i>, vol. 69, no. 7, pp. 2424--2431, 2016.
  mla: Paluch, Stefanie, and Nancy Wünderlich. “Contrasting Risk Perceptions of Technology-Based
    Service Innovations in Inter-Organizational Settings.” <i>Journal of Business
    Research</i>, vol. 69, no. 7, Elsevier, 2016, pp. 2424--2431.
  short: S. Paluch, N. Wünderlich, Journal of Business Research 69 (2016) 2424--2431.
date_created: 2018-10-26T10:20:07Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
intvolume: '        69'
issue: '7'
keyword:
- Risk perception
- Technology-based service innovations
- Business-to-business context
- Interview study
- Risk categories
- Smart service
language:
- iso: eng
page: 2424--2431
publication: Journal of business Research
publication_status: published
publisher: Elsevier
status: public
title: Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational
  Settings.
type: journal_article
user_id: '37741'
volume: 69
year: '2016'
...
---
_id: '5701'
abstract:
- lang: eng
  text: "Purpose\r\n– 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. \r\n\r\nDesign/methodology/approach\r\n– 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. \r\n\r\nFindings\r\n–
    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. \r\n\r\nOriginality/value\r\n–
    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."
article_type: original
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Kristina
  full_name: Heinonen, Kristina
  last_name: Heinonen
- first_name: Amy L
  full_name: Ostrom, Amy L
  last_name: Ostrom
- first_name: Lia
  full_name: Patricio, Lia
  last_name: Patricio
- first_name: Rui
  full_name: Sousa, Rui
  last_name: Sousa
- first_name: Chris
  full_name: Voss, Chris
  last_name: Voss
- first_name: Jos
  full_name: Lemmink, Jos
  last_name: Lemmink
citation:
  ama: 'Wünderlich N, Heinonen K, Ostrom AL, et al. Futurizing” Smart Service: Implications
    for Service Researchers and Managers. <i>Journal of Services Marketing</i>. 2015;29(6/7):442-447.'
  apa: 'Wünderlich, N., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss,
    C., &#38; Lemmink, J. (2015). Futurizing” Smart Service: Implications for Service
    Researchers and Managers. <i>Journal of Services Marketing</i>, <i>29</i>(6/7),
    442–447.'
  bibtex: '@article{Wünderlich_Heinonen_Ostrom_Patricio_Sousa_Voss_Lemmink_2015, title={Futurizing”
    Smart Service: Implications for Service Researchers and Managers.}, volume={29},
    number={6/7}, journal={Journal of Services Marketing}, publisher={Emerald Group
    Publishing Limited}, author={Wünderlich, Nancy and Heinonen, Kristina and Ostrom,
    Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}, year={2015},
    pages={442–447} }'
  chicago: 'Wünderlich, Nancy, Kristina Heinonen, Amy L Ostrom, Lia Patricio, Rui
    Sousa, Chris Voss, and Jos Lemmink. “Futurizing” Smart Service: Implications for
    Service Researchers and Managers.” <i>Journal of Services Marketing</i> 29, no.
    6/7 (2015): 442–47.'
  ieee: 'N. Wünderlich <i>et al.</i>, “Futurizing” Smart Service: Implications for
    Service Researchers and Managers.,” <i>Journal of Services Marketing</i>, vol.
    29, no. 6/7, pp. 442–447, 2015.'
  mla: 'Wünderlich, Nancy, et al. “Futurizing” Smart Service: Implications for Service
    Researchers and Managers.” <i>Journal of Services Marketing</i>, vol. 29, no.
    6/7, Emerald Group Publishing Limited, 2015, pp. 442–47.'
  short: N. Wünderlich, K. Heinonen, A.L. Ostrom, L. Patricio, R. Sousa, C. Voss,
    J. Lemmink, Journal of Services Marketing 29 (2015) 442–447.
date_created: 2018-11-15T11:27:26Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        29'
issue: 6/7
keyword:
- Connected services
- Intelligent object
- New service type
- Smart services
language:
- iso: eng
page: 442-447
publication: Journal of Services Marketing
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: 'Futurizing” Smart Service: Implications for Service Researchers and Managers.'
type: journal_article
user_id: '37741'
volume: 29
year: '2015'
...
---
_id: '5703'
abstract:
- lang: eng
  text: "Purpose\r\n– 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. \r\n\r\nDesign/methodology/approach\r\n– This paper
    takes a conceptual approach, connecting pertinent literature with new ideas highlighted
    in this special issue. \r\n\r\nFindings\r\n– 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. \r\n\r\nOriginality/value\r\n– 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."
article_type: original
author:
- first_name: Anders
  full_name: Gustafsson, Anders
  last_name: Gustafsson
- first_name: Lerzan
  full_name: Aksoy, Lerzan
  last_name: Aksoy
- first_name: Michael K
  full_name: Brady, Michael K
  last_name: Brady
- first_name: Janet R
  full_name: McColl-Kennedy, Janet R
  last_name: McColl-Kennedy
- first_name: Nancy J
  full_name: Sirianni, Nancy J
  last_name: Sirianni
- first_name: Lars
  full_name: Witell, Lars
  last_name: Witell
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: Gustafsson A, Aksoy L, Brady MK, et al. Conducting Service Research that Matters.
    <i>Journal of Services Marketing</i>. 2015;29(6/7):425-429.
  apa: Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N.
    J., Witell, L., &#38; Wünderlich, N. (2015). Conducting Service Research that
    Matters. <i>Journal of Services Marketing</i>, <i>29</i>(6/7), 425–429.
  bibtex: '@article{Gustafsson_Aksoy_Brady_McColl-Kennedy_Sirianni_Witell_Wünderlich_2015,
    title={Conducting Service Research that Matters.}, volume={29}, number={6/7},
    journal={Journal of Services Marketing}, publisher={Emerald Group Publishing Limited},
    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}, year={2015},
    pages={425–429} }'
  chicago: 'Gustafsson, Anders, Lerzan Aksoy, Michael K Brady, Janet R McColl-Kennedy,
    Nancy J Sirianni, Lars Witell, and Nancy Wünderlich. “Conducting Service Research
    That Matters.” <i>Journal of Services Marketing</i> 29, no. 6/7 (2015): 425–29.'
  ieee: A. Gustafsson <i>et al.</i>, “Conducting Service Research that Matters.,”
    <i>Journal of Services Marketing</i>, vol. 29, no. 6/7, pp. 425–429, 2015.
  mla: Gustafsson, Anders, et al. “Conducting Service Research That Matters.” <i>Journal
    of Services Marketing</i>, vol. 29, no. 6/7, Emerald Group Publishing Limited,
    2015, pp. 425–29.
  short: A. Gustafsson, L. Aksoy, M.K. Brady, J.R. McColl-Kennedy, N.J. Sirianni,
    L. Witell, N. Wünderlich, Journal of Services Marketing 29 (2015) 425–429.
date_created: 2018-11-15T11:32:07Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        29'
issue: 6/7
keyword:
- Relevance
- Service technology
- Service innovation
- Customer experience
- Rigor
- Service outcomes
language:
- iso: eng
page: 425-429
publication: Journal of Services Marketing
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: Conducting Service Research that Matters.
type: journal_article
user_id: '37741'
volume: 29
year: '2015'
...
---
_id: '5704'
abstract:
- lang: eng
  text: '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. '
article_type: original
author:
- first_name: Anne
  full_name: Scherer, Anne
  last_name: Scherer
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian
  full_name: Von Wangenheim, Florian
  last_name: Von Wangenheim
citation:
  ama: 'Scherer A, Wünderlich N, Von Wangenheim F. The Value of Self-Service: Long-Term
    Effects of Technology-Based Self-Service Usage on Customer Retention. <i>MIS Quarterly</i>.
    2015;39(1):177-200.'
  apa: 'Scherer, A., Wünderlich, N., &#38; Von Wangenheim, F. (2015). The Value of
    Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer
    Retention. <i>MIS Quarterly</i>, <i>39</i>(1), 177–200.'
  bibtex: '@article{Scherer_Wünderlich_Von Wangenheim_2015, title={The Value of Self-Service:
    Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.},
    volume={39}, number={1}, journal={MIS Quarterly}, publisher={MIS RC}, author={Scherer,
    Anne and Wünderlich, Nancy and Von Wangenheim, Florian}, year={2015}, pages={177–200}
    }'
  chicago: 'Scherer, Anne, Nancy Wünderlich, and Florian Von Wangenheim. “The Value
    of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer
    Retention.” <i>MIS Quarterly</i> 39, no. 1 (2015): 177–200.'
  ieee: 'A. Scherer, N. Wünderlich, and F. Von Wangenheim, “The Value of Self-Service:
    Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention.,”
    <i>MIS Quarterly</i>, vol. 39, no. 1, pp. 177–200, 2015.'
  mla: 'Scherer, Anne, et al. “The Value of Self-Service: Long-Term Effects of Technology-Based
    Self-Service Usage on Customer Retention.” <i>MIS Quarterly</i>, vol. 39, no.
    1, MIS RC, 2015, pp. 177–200.'
  short: A. Scherer, N. Wünderlich, F. Von Wangenheim, MIS Quarterly 39 (2015) 177–200.
date_created: 2018-11-15T11:36:38Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        39'
issue: '1'
keyword:
- customer defection
- customer retention
- e-service
- longitudinal
- Self-service
- value-in-context
language:
- iso: eng
page: 177-200
publication: MIS Quarterly
publication_identifier:
  issn:
  - 0276-7783.
publication_status: published
publisher: MIS RC
status: public
title: 'The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service
  Usage on Customer Retention.'
type: journal_article
user_id: '37741'
volume: 39
year: '2015'
...
---
_id: '5705'
abstract:
- lang: eng
  text: 'Despite the growing literature on loyalty program (LP) research, many questions
    remain underexplored. Driven by advancements in information technology, marketing
    analytics, and consumer interface platforms (e.g., mobile devices), there have
    been many recent developments in LP practices around the world. They impose new
    challenges and create exciting opportunities for future LP research. The main
    objective of this paper is to identify missing links in the literature and to
    craft a future research agenda to advance LP research and practice. Our discussion
    focuses on three key areas: (1) LP designs, (2) Assessment of LP performance,
    and (3) Emerging trends and the impact of new technologies. We highlight several
    gaps in the literature and outline research opportunities in each area.'
article_type: original
author:
- first_name: Els
  full_name: Breugelmans, Els
  last_name: Breugelmans
- first_name: Tammo H A
  full_name: Bijmolt, Tammo H A
  last_name: Bijmolt
- first_name: Jie
  full_name: Zhang, Jie
  last_name: Zhang
- first_name: Leonardo J
  full_name: Basso, Leonardo J
  last_name: Basso
- first_name: Matilda
  full_name: Dorotic, Matilda
  last_name: Dorotic
- first_name: Praveen
  full_name: Kopalle, Praveen
  last_name: Kopalle
- first_name: Alec
  full_name: Minnema, Alec
  last_name: Minnema
- first_name: Willem Jan
  full_name: Mijnlieff, Willem Jan
  last_name: Mijnlieff
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Breugelmans E, Bijmolt THA, Zhang J, et al. Advancing Research on Loyalty
    Programs: A Future Research Agenda. <i>Marketing Letters</i>. 2015;26(2):127-139.'
  apa: 'Breugelmans, E., Bijmolt, T. H. A., Zhang, J., Basso, L. J., Dorotic, M.,
    Kopalle, P., … Wünderlich, N. (2015). Advancing Research on Loyalty Programs:
    A Future Research Agenda. <i>Marketing Letters</i>, <i>26</i>(2), 127–139.'
  bibtex: '@article{Breugelmans_Bijmolt_Zhang_Basso_Dorotic_Kopalle_Minnema_Mijnlieff_Wünderlich_2015,
    title={Advancing Research on Loyalty Programs: A Future Research Agenda.}, volume={26},
    number={2}, journal={Marketing Letters}, publisher={Springer}, author={Breugelmans,
    Els and Bijmolt, Tammo H A and Zhang, Jie and Basso, Leonardo J and Dorotic, Matilda
    and Kopalle, Praveen and Minnema, Alec and Mijnlieff, Willem Jan and Wünderlich,
    Nancy}, year={2015}, pages={127–139} }'
  chicago: 'Breugelmans, Els, Tammo H A Bijmolt, Jie Zhang, Leonardo J Basso, Matilda
    Dorotic, Praveen Kopalle, Alec Minnema, Willem Jan Mijnlieff, and Nancy Wünderlich.
    “Advancing Research on Loyalty Programs: A Future Research Agenda.” <i>Marketing
    Letters</i> 26, no. 2 (2015): 127–39.'
  ieee: 'E. Breugelmans <i>et al.</i>, “Advancing Research on Loyalty Programs: A
    Future Research Agenda.,” <i>Marketing Letters</i>, vol. 26, no. 2, pp. 127–139,
    2015.'
  mla: 'Breugelmans, Els, et al. “Advancing Research on Loyalty Programs: A Future
    Research Agenda.” <i>Marketing Letters</i>, vol. 26, no. 2, Springer, 2015, pp.
    127–39.'
  short: E. Breugelmans, T.H.A. Bijmolt, J. Zhang, L.J. Basso, M. Dorotic, P. Kopalle,
    A. Minnema, W.J. Mijnlieff, N. Wünderlich, Marketing Letters 26 (2015) 127–139.
date_created: 2018-11-15T11:46:22Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        26'
issue: '2'
keyword:
- Loyalty programs
- Loyalty program design
- Loyalty program performance assessment
- Emerging trends
- Partnership loyalty programs
- Customer relationship management
language:
- iso: eng
page: 127-139
publication: Marketing Letters
publication_status: published
publisher: Springer
status: public
title: 'Advancing Research on Loyalty Programs: A Future Research Agenda.'
type: journal_article
user_id: '37741'
volume: 26
year: '2015'
...