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43 Publications
2023 | Conference Paper | LibreCat-ID: 50978
Küpper, K., et al. Evaluation of Product Testing Programs as an Effective Marketing Tool - Negative and Positive Effects of Rejections in Product Testing Programs. Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
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2023 | Conference Paper | LibreCat-ID: 50975
Alberternst, B., et al. The Consumerization of Care: How Capitalism Is Co-Opting Solidarity. 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
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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. Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.
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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? 2023 AMA Winter Marketing Educators’ Conference Proceedings, 2023.
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2022 | Journal Article | LibreCat-ID: 45721
Steinhoff, Lena, et al. “Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services.” Journal of Service Management Research, vol. 6, no. 1, 2022, pp. 2–27, doi: 10.5771/2511-8676-2022-1-2.
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| DOI
2022 | Conference Paper | LibreCat-ID: 45737
Alberternst, B., et al. “Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support.” 2022 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2022.
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2022 | Conference Paper | LibreCat-ID: 45739
Garnefeld, I., et al. “How Do I Tell Them? Analyzing Companies’ Provision of Rejection Reasons in Product Testing Programs.” 2022 AMA Winter Marketing Educators’ Conference Proceedings, Las Vegas, 2022.
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2022 | Conference Paper | LibreCat-ID: 45738
Becker, M., et al. “The Role of Self-Rewarding Behavior in Cashback Loyalty Programs.” Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest., 2022.
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2022 | Journal Article | LibreCat-ID: 45720
Steinhoff, Lena, et al. “Customer Engagement in International Markets.” Journal of International Marketing, vol. 31, no. 1, 2022, pp. 1–31, doi:10.1177/1069031X221099211.
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| DOI
2021 | Journal Article | LibreCat-ID: 45724
Henderson, C. M., et al. “Customer Inertia Marketing.” Journal of the Academy of Marketing Science, vol. 49, no. 2, 2021, pp. 350–73, doi:http://dx.doi.org/10.1007/s11747-020-00744-0.
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| DOI
2021 | Journal Article | LibreCat-ID: 45725
Kim, J. J., et al. “An Emerging Theory of Loyalty Program Dynamics.” Journal of the Academy of Marketing Science, vol. 49, no. 1, 2021, pp. 71–95, doi:10.1007/s11747-020-00719-1.
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| 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, vol. 29, no. 2, 2021, pp. 111–17, doi:https://doi.org/10.1016/j.ausmj.2020.07.003.
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| 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, vol. 129, 2021, pp. 70–82, doi:10.1016/j.jbusres.2021.02.016.
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| DOI
2021 | Conference Paper | LibreCat-ID: 45741
Alberternst, B., et al. “Consumer Solidarity: A Social-System Perspective on the Glue That Holds Society Together.” 2021 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2021.
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2021 | Conference Paper | LibreCat-ID: 45740
Alberternst, B., et al. “Understanding and Measuring Consumer Solidarity as a Collective Bond.” Proceedings of the 50th European Marketing Academy (EMAC) Conference, Madrid, 2021.
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2020 | Journal Article | LibreCat-ID: 45726
Martin, K. D., et al. “Data Privacy in Retail.” Journal of Retailing, vol. 96, no. 4, 2020, pp. 474–89, doi:https://doi.org/10.1016/j.jretai.2020.08.003.
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| DOI
2020 | Journal Article | LibreCat-ID: 45727
Payne, A., et al. “Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation.” Industrial Marketing Management, vol. 87, 2020, pp. 244–55, doi:https://doi.org/10.1016/j.indmarman.2020.02.015.
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| DOI
2020 | Journal Article | LibreCat-ID: 45728
Eggert, A., et al. “Understanding and Managing Customer Value Propositions: Introduction to the Special Issue.” Industrial Marketing Management, vol. 87, 2020, pp. 242–43, doi:http://dx.doi.org/10.1016/j.indmarman.2020.01.007.
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| DOI
2020 | Conference Paper | LibreCat-ID: 45742
Reimer, T., et al. “‘Dear Stranger, This Looks Good on You’: The Effect of Ambiguous Interactive Virtual Presence on Store Loyalty in Offline Retailing.” 2020 Winter AMA Conference Proceedings, San Diego, 2020.
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2019 | Journal Article | LibreCat-ID: 45729
Eggert, A., et al. “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships.” Journal of Marketing, vol. 83, no. 5, 2019, pp. 115–32, doi:10.1177/0022242919860802.
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| DOI
2019 | Book | LibreCat-ID: 45718
Palmatier, R. W., and Lena Steinhoff. Relationship Marketing in the Digital Age. Routledge Taylor & Francis Group, 2019, doi:https://doi.org/10.4324/9781315143583.
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| DOI
2019 | Journal Article | LibreCat-ID: 45730
Steinhoff, Lena, et al. “Online Relationship Marketing.” Journal of the Academy of Marketing Science, vol. 47, no. 3, 2019, pp. 369–93, doi:https://doi.org/10.1007/s11747-018-0621-6.
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| DOI
2019 | Conference Paper | LibreCat-ID: 45743
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Stimulating Member Activity along the Customer Journey.” Proceedings of the 48th European Marketing Academy (EMAC) Conference, Hamburg, 2019.
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2018 | Journal Article | LibreCat-ID: 45731
Steinhoff, Lena, et al. “Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement.” Journal of Service Management Research, vol. 2, no. 2, 2018, pp. 22–35, doi:http://dx.doi.org/10.15358/2511-8676-2018-2-22.
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| DOI
2018 | Conference Paper | LibreCat-ID: 45745
Steinhoff, Lena, and M. Zondag. “Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey.” 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
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2018 | Conference Paper | LibreCat-ID: 45744
Eggert, A., et al. “Are Gift Purchases an Effective Driver of Customer Loyalty?” 2018 Winter AMA Conference Proceedings, New Orleans, 2018.
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2017 | Conference Paper | LibreCat-ID: 45746
Eggert, A., et al. “The Loyalty Effect of Gift Purchases.” 2017 Winter AMA Conference Proceedings, Orlando, 2017.
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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, vol. 44, no. 1, 2016, pp. 88–107, doi:10.1007/s11747-014-0405-6.
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| DOI
2016 | Conference Paper | LibreCat-ID: 45747
Witte, C., et al. “The Power of Gift Purchases in Strengthening Customer-Company Relationships.” Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo, 2016.
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2016 | Working Paper | LibreCat-ID: 45754
Steinhoff, Lena, et al. Dynamic Effects of Loyalty Rewards for Contractual Customers, Marketing Science Institute (MSI) Working Paper Series. 2016, pp. 16–121.
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| Files available
2015 | Journal Article | LibreCat-ID: 45733
Eggert, A., et al. “Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs.” Journal of Service Research, vol. 18, no. 2, 2015, pp. 210–28, doi:10.1177/1094670514566797.
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| DOI
2015 | Conference Paper | LibreCat-ID: 45748
Eggert, A., et al. “You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty.” 2015 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2015.
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2014 | Book | LibreCat-ID: 45719
Steinhoff, Lena. Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse. Springer Gabler, 2014, doi:10.1007/978-3-658-06357-3.
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| DOI
2014 | Book Chapter | LibreCat-ID: 45735
Eggert, A., et al. “How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs?” Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, KIT Scientific Publishing, 2014, pp. 31–36, doi:10.5445/KSP/1000038784/04.
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| DOI
2014 | Book Chapter | LibreCat-ID: 45736
Steinhoff, Lena, and R. W. Palmatier. “Three Perspectives for Making Loyalty Programs More Effective.” Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), edited by A. Geyer-Schulz and L. Meyer-Waarden, KIT Scientific Publishing, 2014, pp. 147–52, doi:10.5445/KSP/1000038784/16.
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| DOI
2014 | Working Paper | LibreCat-ID: 45755
Henderson, C. M., et al. 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, pp. 14–121.
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| 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, vol. 24, no. 1, 2013, pp. 64–81, doi:http://dx.doi.org/10.1108/09564231311304198.
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| 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.” 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, pp. 13–105.
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| Files available
2012 | Conference Paper | LibreCat-ID: 45750
Eggert, A., et al. “The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs.” 2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, 2012.
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2012 | Conference Paper | LibreCat-ID: 45751
Eggert, A., et al. “Endowed Status in Hierarchical Loyalty Programs.” 2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg, 2012.
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2011 | Conference Paper | LibreCat-ID: 45752
Eggert, A., et al. “Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy.” 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
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2011 | Conference Paper | LibreCat-ID: 45753
Hunter, G., et al. “Can Retailers Improve Loyalty by Empowering Consumers?” 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin, 2011.
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