Auf digitalen Märkten besteht, wer die zugrundeliegenden digitalen, unternehmensbezogenen oder akteursübergreifenden institutionellen Arrangements versteht und aktiv gestaltet. Dazu werden ausgereifte, von Forschung und Praxis diskutierte und gemeinsam weiter entwickelte Methoden zum Design...

The increasing introduction of intelligent, interactive robots in the service industry raises concerns about the potential dehumanization of service provision and its influences on corporate brand perceptions. To avoid adverse effects, new service development (NSD) managers seemingly favor...

Physical products (e.g., cars, smartphones) increasingly evolve into dynamic service platforms that allow for customization through fee-based activation of restricted add-on features throughout their lifecycle. The authors refer to this emerging phenomenon as "internal product upgrades". Drawing...

Innovative aesthetic product appearances can create buffering effects in the pre-adoption phase that lead consumers to base their expectations on the aesthetics rather than on objective information about innovative products. How do innovative aesthetics influence product experience in the...

Increasingly seizing the opportunities digitalisation offers, physical retail agglomerations such as city centres, shopping centres and High Streets draw on digital applications to elevate customer experiences. From a marketing perspective, the challenge lies in finding and implementing those...