Lena Steinhoff
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"It’s Always About Them Wanting Our Data" - Vulnerable Groups’ Mental Models of and Attitudes Toward Vertical Data Flows Open
Vertical data flows (e.g., toward companies) are abstract and already difficult to understand for adults with some technical knowledge, exposing them to various privacy risks. Groups who lack relevant experiences or cognitive abilities are…
“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions? Open
Customer misbehavior poses a major risk in the sharing economy. For example, property damage to shared accommodations imposes burdens on both sharing platforms and hosts, especially if misbehaving guests purposefully, not coincidentally co…
Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services Open
Services and relationship marketing are inextricably linked, such that the intangible, heterogeneous, inseparable, and perishable nature of services renders strong relational bonds between companies and customers particularly critical. Fou…
Commentary: Opportunities and challenges of technology in relationship marketing Open
This article has been withdrawn at the request of the Editor-in-Chief and the publisher, as the Australasian Marketing Journal (AMJ) has migrated from Elsevier to SAGE Publishing per January 1, 2021. We apologize for any inconvenience this…
How Has Relationship Marketing Changed in the Digital Age? Open
Customer-company relationships are increasingly conducted via internet-based technologies. In this video, LENA STEINHOFF explains her work towards developing a theoretically grounded and managerially relevant framework for managing custome…
Dynamic Effects of Loyalty Rewards for Contractual Customers (Working paper) Open
What is the most effective means to deliver loyalty rewards to contractual customers? This study examines how three loyalty reward levers - value, timing, and targeting - affect customers’ contract expansion and retention in the telecommun…