46 Publications
2024 | Journal Article | LibreCat-ID: 53200
Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How Do Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’ Misbehavior Concealment Intentions?” Journal of Business Research 177 (2024). https://doi.org/10.1016/j.jbusres.2024.114582.
LibreCat
| DOI
2023 | Journal Article | LibreCat-ID: 49157
Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” Journal of Service Research 26, no. 3 (2023): 330–50. https://doi.org/10.1177/10946705221141925.
LibreCat
| DOI
2023 | Conference Paper | LibreCat-ID: 50978
Küpper, K., I. Garnefeld, and Lena Steinhoff. “Evaluation of Product Testing Programs as an Effective Marketing Tool - Negative and Positive Effects of Rejections in Product Testing Programs.” Odense: Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50975
Alberternst, B., M. Giesler, and Lena Steinhoff. “The Consumerization of Care: How Capitalism Is Co-Opting Solidarity.” Nashville: 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50979
Ozuna, Edna, and Lena Steinhoff. “Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions.” Odense: Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50977
Ozuna, Edna, and Lena Steinhoff. “Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?” Nashville: 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
LibreCat
2022 | Journal Article | LibreCat-ID: 46660
Böhm, Eva, A. Eggert, I. Garnefeld, H. Holzmüller, T Schaefers, Lena Steinhoff, and D. Woisetschläger. “Exploring the Customer Journey of Voice Commerce: A Research Agenda.” Journal of Service Management 6, no. 4 (2022): 216–31.
LibreCat
2022 | Journal Article | LibreCat-ID: 45721
Steinhoff, Lena, R. W. Palmatier, K. D. Martin, G. Fox, C. M. Henderson, J. K. Saint Clair, S. Yan, J.-Y. Lee, T. Perko, and C. M. Harmeling. “Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services.” Journal of Service Management Research 6, no. 1 (2022): 2–27. https://doi.org/ 10.5771/2511-8676-2022-1-2.
LibreCat
| DOI
2022 | Conference Paper | LibreCat-ID: 45737
Alberternst, B., Lena Steinhoff, A. Eggert, and M. Giesler. “Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support.” In 2022 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2022.
LibreCat
2022 | Conference Paper | LibreCat-ID: 45739
Garnefeld, I., Lena Steinhoff, and K. Küpper. “How Do I Tell Them? Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs.” In 2022 AMA Winter Marketing Educators’ Conference Proceedings, Las Vegas, 2022.
LibreCat
2022 | Conference Paper | LibreCat-ID: 45738
Becker, M., N. Wiegand, Lena Steinhoff, and K. Baidina. “The Role of Self-Rewarding Behavior in Cashback Loyalty Programs.” In Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest., 2022.
LibreCat
2022 | Journal Article | LibreCat-ID: 45720
Steinhoff, Lena, J. (S.) Liu, X. Li, and R. W. Palmatier. “Customer Engagement in International Markets.” Journal of International Marketing 31, no. 1 (2022): 1–31. https://doi.org/10.1177/1069031X221099211.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45724
Henderson, C. M., Lena Steinhoff, C. M. Harmeling, and R. W. Palmatier. “Customer Inertia Marketing.” Journal of the Academy of Marketing Science 49, no. 2 (2021): 350–73. http://dx.doi.org/10.1007/s11747-020-00744-0.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45725
Kim, J. J., Lena Steinhoff, and R. W. Palmatier. “An Emerging Theory of Loyalty Program Dynamics.” Journal of the Academy of Marketing Science 49, no. 1 (2021): 71–95. https://doi.org/10.1007/s11747-020-00719-1.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45722
Steinhoff, Lena, and R. W. Palmatier. “Commentary: Opportunities and Challenges of Technology in Relationship Marketing.” Australasian Marketing Journal 29, no. 2 (2021): 111–17. https://doi.org/10.1016/j.ausmj.2020.07.003.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45723
Steinhoff, Lena, and M. M. Zondag. “Loyalty Programs as Travel Companions: Complementary Service Features across Customer Journey Stages.” Journal of Business Research 129 (2021): 70–82. https://doi.org/10.1016/j.jbusres.2021.02.016.
LibreCat
| DOI
2021 | Conference Paper | LibreCat-ID: 45741
Alberternst, B., Lena Steinhoff, A. Eggert, and M. Giesler. “Consumer Solidarity: A Social-System Perspective on the Glue That Holds Society Together.” In 2021 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2021.
LibreCat
2021 | Conference Paper | LibreCat-ID: 45740
Alberternst, B., A. Eggert, Lena Steinhoff, and M. Giesler. “Understanding and Measuring Consumer Solidarity as a Collective Bond.” In Proceedings of the 50th European Marketing Academy (EMAC) Conference, Madrid, 2021.
LibreCat
2020 | Journal Article | LibreCat-ID: 45726
Martin, K. D., J. J. Kim, R. W. Palmatier, Lena Steinhoff, D. W. Stewart, B. A. Walker, Y. Wang, and S. K. Weaven. “Data Privacy in Retail.” Journal of Retailing 96, no. 4 (2020): 474–89. https://doi.org/10.1016/j.jretai.2020.08.003.
LibreCat
| DOI
2020 | Journal Article | LibreCat-ID: 45727
Payne, A., Lena Steinhoff, P. Frow, and A. Eggert. “Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation.” Industrial Marketing Management 87 (2020): 244–55. https://doi.org/10.1016/j.indmarman.2020.02.015.
LibreCat
| DOI
2020 | Journal Article | LibreCat-ID: 45728
Eggert, A., P. Frow, A. Payne, and Lena Steinhoff. “Understanding and Managing Customer Value Propositions: Introduction to the Special Issue.” Industrial Marketing Management 87 (2020): 242–43. http://dx.doi.org/10.1016/j.indmarman.2020.01.007.
LibreCat
| DOI
2020 | Conference Paper | LibreCat-ID: 45742
Reimer, T., Lena Steinhoff, and M. Leyer. “‘Dear Stranger, This Looks Good on You’: The Effect of Ambiguous Interactive Virtual Presence on Store Loyalty in Offline Retailing.” In 2020 Winter AMA Conference Proceedings, San Diego, 2020.
LibreCat
2019 | Journal Article | LibreCat-ID: 45729
Eggert, A., Lena Steinhoff, and C. Witte. “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships.” Journal of Marketing 83, no. 5 (2019): 115–32. https://doi.org/10.1177/0022242919860802.
LibreCat
| DOI
2019 | Book | LibreCat-ID: 45718
Palmatier, R. W., and Lena Steinhoff. Relationship Marketing in the Digital Age. New York and Abingdon: Routledge Taylor & Francis Group, 2019. https://doi.org/10.4324/9781315143583.
LibreCat
| DOI
2019 | Journal Article | LibreCat-ID: 45730
Steinhoff, Lena, D. Arli, S. Weaven, and I. V. Kozlenkova. “Online Relationship Marketing.” Journal of the Academy of Marketing Science 47, no. 3 (2019): 369–93. https://doi.org/10.1007/s11747-018-0621-6.
LibreCat
| DOI
2019 | Conference Paper | LibreCat-ID: 45743
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Stimulating Member Activity along the Customer Journey.” In Proceedings of the 48th European Marketing Academy (EMAC) Conference, Hamburg, 2019.
LibreCat
2018 | Journal Article | LibreCat-ID: 45731
Steinhoff, Lena, C. Witte, and A. Eggert. “Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement.” Journal of Service Management Research 2, no. 2 (2018): 22–35. http://dx.doi.org/10.15358/2511-8676-2018-2-22.
LibreCat
| DOI
2018 | Conference Paper | LibreCat-ID: 45745
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey.” In 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
LibreCat
2018 | Conference Paper | LibreCat-ID: 45744
Eggert, A., Lena Steinhoff, and C. Witte. “Are Gift Purchases an Effective Driver of Customer Loyalty?” In 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
LibreCat
2017 | Conference Paper | LibreCat-ID: 45746
Eggert, A., Lena Steinhoff, and C. Witte. “The Loyalty Effect of Gift Purchases.” In 2017 Winter AMA Conference Proceedings, Orlando, 2017.
LibreCat
2016 | Journal Article | LibreCat-ID: 45732
Steinhoff, Lena, and R. W. Palmatier. “Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects.” Journal of the Academy of Marketing Science 44, no. 1 (2016): 88–107. https://doi.org/10.1007/s11747-014-0405-6.
LibreCat
| DOI
2016 | Conference Paper | LibreCat-ID: 45747
Witte, C., Lena Steinhoff, and A. Eggert. “The Power of Gift Purchases in Strengthening Customer-Company Relationships.” In Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo, 2016.
LibreCat
2016 | Working Paper | LibreCat-ID: 45754
Steinhoff, Lena, E. Fang, R. W. Palmatier, and K. Wang. Dynamic Effects of Loyalty Rewards for Contractual Customers, Marketing Science Institute (MSI) Working Paper Series, 2016.
LibreCat
| Files available
2015 | Journal Article | LibreCat-ID: 45733
Eggert, A., Lena Steinhoff, and I. Garnefeld. “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs.” Journal of Service Research 18, no. 2 (2015): 210–28. https://doi.org/10.1177/1094670514566797.
LibreCat
| DOI
2015 | Conference Paper | LibreCat-ID: 45748
Eggert, A., Lena Steinhoff, and C. Witte. “You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty.” In 2015 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2015.
LibreCat
2014 | Book | LibreCat-ID: 45719
Steinhoff, Lena. Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse. Wiesbaden: Springer Gabler, 2014. https://doi.org/10.1007/978-3-658-06357-3.
LibreCat
| DOI
2014 | Book Chapter | LibreCat-ID: 45735
Eggert, A., I. Garnefeld, and Lena Steinhoff. “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?” In Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, 31–36. Karlsruhe: KIT Scientific Publishing, 2014. https://doi.org/10.5445/KSP/1000038784/04.
LibreCat
| DOI
2014 | Book Chapter | LibreCat-ID: 45736
Steinhoff, Lena, and R. W. Palmatier. “Three Perspectives for Making Loyalty Programs More Effective.” In Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, 147–52. Karlsruhe: KIT Scientific Publishing, 2014. https://doi.org/10.5445/KSP/1000038784/16.
LibreCat
| DOI
2014 | Working Paper | LibreCat-ID: 45755
Henderson, C. M., Lena Steinhoff, and R. W. Palmatier. Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series., 2014.
LibreCat
| Files available
2013 | Journal Article | LibreCat-ID: 45734
Garnefeld, I., and Lena Steinhoff. “Primacy versus Recency Effects in Extended Service Encounters.” Journal of Service Management 24, no. 1 (2013): 64–81. http://dx.doi.org/10.1108/09564231311304198.
LibreCat
| DOI
2013 | Conference Paper | LibreCat-ID: 45749
Steinhoff, Lena, and R. W. Palmatier. “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance.” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul, 2013.
LibreCat
2013 | Working Paper | LibreCat-ID: 45756
Steinhoff, Lena, and R. W. Palmatier. Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series, 2013.
LibreCat
| Files available
2012 | Conference Paper | LibreCat-ID: 45750
Eggert, A., I. Garnefeld, and Lena Steinhoff. “The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs.” In 2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2012.
LibreCat
2012 | Conference Paper | LibreCat-ID: 45751
Eggert, A., I. Garnefeld, and Lena Steinhoff. “Endowed Status in Hierarchical Loyalty Programs.” In 2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2012.
LibreCat
2011 | Conference Paper | LibreCat-ID: 45752
Eggert, A., I. Garnefeld, and Lena Steinhoff. “Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy.” In 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
LibreCat
2011 | Conference Paper | LibreCat-ID: 45753
Hunter, G., I. Garnefeld, and Lena Steinhoff. “Can Retailers Improve Loyalty by Empowering Consumers?” In 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
LibreCat
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46 Publications
2024 | Journal Article | LibreCat-ID: 53200
Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How Do Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’ Misbehavior Concealment Intentions?” Journal of Business Research 177 (2024). https://doi.org/10.1016/j.jbusres.2024.114582.
LibreCat
| DOI
2023 | Journal Article | LibreCat-ID: 49157
Steinhoff, Lena, and Kelly D. Martin. “Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces.” Journal of Service Research 26, no. 3 (2023): 330–50. https://doi.org/10.1177/10946705221141925.
LibreCat
| DOI
2023 | Conference Paper | LibreCat-ID: 50978
Küpper, K., I. Garnefeld, and Lena Steinhoff. “Evaluation of Product Testing Programs as an Effective Marketing Tool - Negative and Positive Effects of Rejections in Product Testing Programs.” Odense: Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50975
Alberternst, B., M. Giesler, and Lena Steinhoff. “The Consumerization of Care: How Capitalism Is Co-Opting Solidarity.” Nashville: 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50979
Ozuna, Edna, and Lena Steinhoff. “Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions.” Odense: Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
LibreCat
2023 | Conference Paper | LibreCat-ID: 50977
Ozuna, Edna, and Lena Steinhoff. “Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?” Nashville: 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
LibreCat
2022 | Journal Article | LibreCat-ID: 46660
Böhm, Eva, A. Eggert, I. Garnefeld, H. Holzmüller, T Schaefers, Lena Steinhoff, and D. Woisetschläger. “Exploring the Customer Journey of Voice Commerce: A Research Agenda.” Journal of Service Management 6, no. 4 (2022): 216–31.
LibreCat
2022 | Journal Article | LibreCat-ID: 45721
Steinhoff, Lena, R. W. Palmatier, K. D. Martin, G. Fox, C. M. Henderson, J. K. Saint Clair, S. Yan, J.-Y. Lee, T. Perko, and C. M. Harmeling. “Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services.” Journal of Service Management Research 6, no. 1 (2022): 2–27. https://doi.org/ 10.5771/2511-8676-2022-1-2.
LibreCat
| DOI
2022 | Conference Paper | LibreCat-ID: 45737
Alberternst, B., Lena Steinhoff, A. Eggert, and M. Giesler. “Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support.” In 2022 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2022.
LibreCat
2022 | Conference Paper | LibreCat-ID: 45739
Garnefeld, I., Lena Steinhoff, and K. Küpper. “How Do I Tell Them? Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs.” In 2022 AMA Winter Marketing Educators’ Conference Proceedings, Las Vegas, 2022.
LibreCat
2022 | Conference Paper | LibreCat-ID: 45738
Becker, M., N. Wiegand, Lena Steinhoff, and K. Baidina. “The Role of Self-Rewarding Behavior in Cashback Loyalty Programs.” In Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest., 2022.
LibreCat
2022 | Journal Article | LibreCat-ID: 45720
Steinhoff, Lena, J. (S.) Liu, X. Li, and R. W. Palmatier. “Customer Engagement in International Markets.” Journal of International Marketing 31, no. 1 (2022): 1–31. https://doi.org/10.1177/1069031X221099211.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45724
Henderson, C. M., Lena Steinhoff, C. M. Harmeling, and R. W. Palmatier. “Customer Inertia Marketing.” Journal of the Academy of Marketing Science 49, no. 2 (2021): 350–73. http://dx.doi.org/10.1007/s11747-020-00744-0.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45725
Kim, J. J., Lena Steinhoff, and R. W. Palmatier. “An Emerging Theory of Loyalty Program Dynamics.” Journal of the Academy of Marketing Science 49, no. 1 (2021): 71–95. https://doi.org/10.1007/s11747-020-00719-1.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45722
Steinhoff, Lena, and R. W. Palmatier. “Commentary: Opportunities and Challenges of Technology in Relationship Marketing.” Australasian Marketing Journal 29, no. 2 (2021): 111–17. https://doi.org/10.1016/j.ausmj.2020.07.003.
LibreCat
| DOI
2021 | Journal Article | LibreCat-ID: 45723
Steinhoff, Lena, and M. M. Zondag. “Loyalty Programs as Travel Companions: Complementary Service Features across Customer Journey Stages.” Journal of Business Research 129 (2021): 70–82. https://doi.org/10.1016/j.jbusres.2021.02.016.
LibreCat
| DOI
2021 | Conference Paper | LibreCat-ID: 45741
Alberternst, B., Lena Steinhoff, A. Eggert, and M. Giesler. “Consumer Solidarity: A Social-System Perspective on the Glue That Holds Society Together.” In 2021 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2021.
LibreCat
2021 | Conference Paper | LibreCat-ID: 45740
Alberternst, B., A. Eggert, Lena Steinhoff, and M. Giesler. “Understanding and Measuring Consumer Solidarity as a Collective Bond.” In Proceedings of the 50th European Marketing Academy (EMAC) Conference, Madrid, 2021.
LibreCat
2020 | Journal Article | LibreCat-ID: 45726
Martin, K. D., J. J. Kim, R. W. Palmatier, Lena Steinhoff, D. W. Stewart, B. A. Walker, Y. Wang, and S. K. Weaven. “Data Privacy in Retail.” Journal of Retailing 96, no. 4 (2020): 474–89. https://doi.org/10.1016/j.jretai.2020.08.003.
LibreCat
| DOI
2020 | Journal Article | LibreCat-ID: 45727
Payne, A., Lena Steinhoff, P. Frow, and A. Eggert. “Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation.” Industrial Marketing Management 87 (2020): 244–55. https://doi.org/10.1016/j.indmarman.2020.02.015.
LibreCat
| DOI
2020 | Journal Article | LibreCat-ID: 45728
Eggert, A., P. Frow, A. Payne, and Lena Steinhoff. “Understanding and Managing Customer Value Propositions: Introduction to the Special Issue.” Industrial Marketing Management 87 (2020): 242–43. http://dx.doi.org/10.1016/j.indmarman.2020.01.007.
LibreCat
| DOI
2020 | Conference Paper | LibreCat-ID: 45742
Reimer, T., Lena Steinhoff, and M. Leyer. “‘Dear Stranger, This Looks Good on You’: The Effect of Ambiguous Interactive Virtual Presence on Store Loyalty in Offline Retailing.” In 2020 Winter AMA Conference Proceedings, San Diego, 2020.
LibreCat
2019 | Journal Article | LibreCat-ID: 45729
Eggert, A., Lena Steinhoff, and C. Witte. “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships.” Journal of Marketing 83, no. 5 (2019): 115–32. https://doi.org/10.1177/0022242919860802.
LibreCat
| DOI
2019 | Book | LibreCat-ID: 45718
Palmatier, R. W., and Lena Steinhoff. Relationship Marketing in the Digital Age. New York and Abingdon: Routledge Taylor & Francis Group, 2019. https://doi.org/10.4324/9781315143583.
LibreCat
| DOI
2019 | Journal Article | LibreCat-ID: 45730
Steinhoff, Lena, D. Arli, S. Weaven, and I. V. Kozlenkova. “Online Relationship Marketing.” Journal of the Academy of Marketing Science 47, no. 3 (2019): 369–93. https://doi.org/10.1007/s11747-018-0621-6.
LibreCat
| DOI
2019 | Conference Paper | LibreCat-ID: 45743
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Stimulating Member Activity along the Customer Journey.” In Proceedings of the 48th European Marketing Academy (EMAC) Conference, Hamburg, 2019.
LibreCat
2018 | Journal Article | LibreCat-ID: 45731
Steinhoff, Lena, C. Witte, and A. Eggert. “Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement.” Journal of Service Management Research 2, no. 2 (2018): 22–35. http://dx.doi.org/10.15358/2511-8676-2018-2-22.
LibreCat
| DOI
2018 | Conference Paper | LibreCat-ID: 45745
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey.” In 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
LibreCat
2018 | Conference Paper | LibreCat-ID: 45744
Eggert, A., Lena Steinhoff, and C. Witte. “Are Gift Purchases an Effective Driver of Customer Loyalty?” In 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
LibreCat
2017 | Conference Paper | LibreCat-ID: 45746
Eggert, A., Lena Steinhoff, and C. Witte. “The Loyalty Effect of Gift Purchases.” In 2017 Winter AMA Conference Proceedings, Orlando, 2017.
LibreCat
2016 | Journal Article | LibreCat-ID: 45732
Steinhoff, Lena, and R. W. Palmatier. “Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects.” Journal of the Academy of Marketing Science 44, no. 1 (2016): 88–107. https://doi.org/10.1007/s11747-014-0405-6.
LibreCat
| DOI
2016 | Conference Paper | LibreCat-ID: 45747
Witte, C., Lena Steinhoff, and A. Eggert. “The Power of Gift Purchases in Strengthening Customer-Company Relationships.” In Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo, 2016.
LibreCat
2016 | Working Paper | LibreCat-ID: 45754
Steinhoff, Lena, E. Fang, R. W. Palmatier, and K. Wang. Dynamic Effects of Loyalty Rewards for Contractual Customers, Marketing Science Institute (MSI) Working Paper Series, 2016.
LibreCat
| Files available
2015 | Journal Article | LibreCat-ID: 45733
Eggert, A., Lena Steinhoff, and I. Garnefeld. “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs.” Journal of Service Research 18, no. 2 (2015): 210–28. https://doi.org/10.1177/1094670514566797.
LibreCat
| DOI
2015 | Conference Paper | LibreCat-ID: 45748
Eggert, A., Lena Steinhoff, and C. Witte. “You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty.” In 2015 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2015.
LibreCat
2014 | Book | LibreCat-ID: 45719
Steinhoff, Lena. Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse. Wiesbaden: Springer Gabler, 2014. https://doi.org/10.1007/978-3-658-06357-3.
LibreCat
| DOI
2014 | Book Chapter | LibreCat-ID: 45735
Eggert, A., I. Garnefeld, and Lena Steinhoff. “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?” In Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, 31–36. Karlsruhe: KIT Scientific Publishing, 2014. https://doi.org/10.5445/KSP/1000038784/04.
LibreCat
| DOI
2014 | Book Chapter | LibreCat-ID: 45736
Steinhoff, Lena, and R. W. Palmatier. “Three Perspectives for Making Loyalty Programs More Effective.” In Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, 147–52. Karlsruhe: KIT Scientific Publishing, 2014. https://doi.org/10.5445/KSP/1000038784/16.
LibreCat
| DOI
2014 | Working Paper | LibreCat-ID: 45755
Henderson, C. M., Lena Steinhoff, and R. W. Palmatier. Consequences of Customer Engagement: How Customer Engagement Alters the Effects of Habit-, Dependence-, and Relationship-Based Intrinsic Loyalty, Marketing Science Institute (MSI) Working Paper Series., 2014.
LibreCat
| Files available
2013 | Journal Article | LibreCat-ID: 45734
Garnefeld, I., and Lena Steinhoff. “Primacy versus Recency Effects in Extended Service Encounters.” Journal of Service Management 24, no. 1 (2013): 64–81. http://dx.doi.org/10.1108/09564231311304198.
LibreCat
| DOI
2013 | Conference Paper | LibreCat-ID: 45749
Steinhoff, Lena, and R. W. Palmatier. “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance.” In Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Istanbul, 2013.
LibreCat
2013 | Working Paper | LibreCat-ID: 45756
Steinhoff, Lena, and R. W. Palmatier. Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series, 2013.
LibreCat
| Files available
2012 | Conference Paper | LibreCat-ID: 45750
Eggert, A., I. Garnefeld, and Lena Steinhoff. “The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs.” In 2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2012.
LibreCat
2012 | Conference Paper | LibreCat-ID: 45751
Eggert, A., I. Garnefeld, and Lena Steinhoff. “Endowed Status in Hierarchical Loyalty Programs.” In 2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2012.
LibreCat
2011 | Conference Paper | LibreCat-ID: 45752
Eggert, A., I. Garnefeld, and Lena Steinhoff. “Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy.” In 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
LibreCat
2011 | Conference Paper | LibreCat-ID: 45753
Hunter, G., I. Garnefeld, and Lena Steinhoff. “Can Retailers Improve Loyalty by Empowering Consumers?” In 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
LibreCat