Prof. Dr. Lena Steinhoff

Since October 2022, Prof. Dr. Lena Steinhoff is Chaired Professor of Business Administration, esp. Marketing and Digital Transformation, at Paderborn University’s Faculty of Business Administration and Economics. Prior to joining Paderborn University, she held a position as Assistant Professor of Service Management at the Faculty of Economic and Social Sciences at University of Rostock. Before, she was an Assistant Professor of Marketing at the Chair of Business Administration, esp. Marketing, at Paderborn University. Lena Steinhoff earned her doctoral degree as well as her bachelor’s and master’s degrees in International Business Studies at Paderborn University. During her time as assistant professor and doctoral student in marketing, she was a visiting scholar at University of Washington’s Foster School of Business, funded through scholarships awarded by the German Research Foundation (DFG) and the German Academic Exchange Service (DAAD).

Her research interest is relationship marketing. Specifically, Lena Steinhoff explores the intended as well as the unintended effects of various relationship marketing instruments and derives implications for their optimal deployment. Digital transformation’s manifold opportunities and challenges for customer relationships represents a focus of her work. Her research has appeared in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Journal of International Marketing, Journal of Business Research, Journal of Service Management, Industrial Marketing Management, Journal of Service Management Research, and the Marketing Science Institute (MSI) Working Paper Series. Together with Robert W. Palmatier, Lena Steinhoff has authored the book Relationship Marketing in the Digital Age, published 2019 at Routledge Taylor & Francis. Lena Steinhoff is the recipient of the 2021 SERVSIG Emerging Service Scholar Award. Beyond, her research has been awarded the 2021 Davidson Award of the Journal of Retailing, the Best in Conference Award of the 2022 Summer Academic Conference of the American Marketing Association, and the 2016 Robert D. Buzzell MSI Best Paper Award of the Marketing Science Institute. Lena Steinhoff serves on the editorial review board for the Journal of the Academy of Marketing Science as well as the Journal of Public Policy & Marketing and as an ad-hoc reviewer for, among others, the Journal of Marketing, Journal of Retailing, Journal of Service Research, Journal of Business Research, and Journal of Interactive Marketing. She is a receiver of the 2020 Best Reviewer Award of the Journal of the Academy of Marketing Science. Lena Steinhoff held invited research presentations at numerous international schools, such as Florida State University, HEC Paris, ETH Zurich, Aston University, and Copenhagen Business School.

Lena Steinhoff has considerable experience in teaching general (e.g., marketing strategy, consumer behavior, principles of marketing) as well as specialized marketing courses (e.g., relationship marketing, services marketing, experimental research) at Paderborn University, University of Rostock, and University of Wuppertal (temporary teaching appointments). In 2018, she won the teaching award of Paderborn University’s Faculty of Business Administration and Economics for providing her students with an innovative, research-based learning experience.

Beyond, Lena Steinhoff puts an emphasis on academic knowledge transfer into industry and society. In her research and teaching, she has already collaborated with various companies in business-to-consumer as well as business-to-business industries. At University of Washington’s Center for Sales and Marketing Strategy, she conducted an executive workshop on understanding and designing effective loyalty programs. In a Latest Thinking research video, Lena Steinhoff provides insights into how customer relationships change in the digital age. With a contribution on the topic of consumer solidarity, she was part of the interdisciplinary COVID-19 podcast series of University of Rostock.

Monographs

Palmatier, R. W.; Steinhoff, L. (2019). Relationship Marketing in the Digital Age, New York and Abingdon: Routledge Taylor & Francis Group.

Steinhoff, L. (2014). Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse, Wiesbaden: Springer Gabler.

Contributions to peer-reviewed journals

Steinhoff, L.; Liu, J. (S.); Li, X.; Palmatier, R. W. (2022). Customer Engagement in International Markets, Journal of International Marketing, DOI: 10.1177/1069031X221099211. [VHB-JOURQUAL3: B]

Steinhoff, L.: Palmatier, R. W.; Martin, K. D.; Fox, G.; Henderson, C. M.; Saint Clair, J. K.; Yan, S.; Lee, J.-Y.; Perko, T.; Harmeling, C. M. (2022). Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services, Journal of Service Management Research, 6 (1), 2-27.

Steinhoff, L.; Palmatier, R. W. (2021). Commentary: Opportunities and Challenges of Technology in Relationship Marketing, Australasian Marketing Journal, 29 (2), 111-117. [VHB-JOURQUAL3: D]

Steinhoff, L.; Zondag, M. M. (2021). Loyalty Programs as Travel Companions: Complementary Service Features across Customer Journey Stages, Journal of Business Research, 129, 70-82. [VHB-JOURQUAL3: B]

Henderson, C. M.; Steinhoff, L.; Harmeling, C. M.; Palmatier, R. W. (2021). Customer Inertia Marketing, Journal of the Academy of Marketing Science, 49 (2), 350-373. [VHB-JOURQUAL3: A]

Kim, J. J.; Steinhoff, L.; Palmatier, R. W. (2021). An Emerging Theory of Loyalty Program Dynamics, Journal of the Academy of Marketing Science, 49 (1), 71-95. [VHB-JOURQUAL3: A; Finalist 2021 JAMS Best Paper Award]

Martin, K. D.; Kim, J. J.; Palmatier, R. W.; Steinhoff, L.; Stewart, D. W.; Walker, B. A.; Wang, Y.; Weaven, S. K. (2020). Data Privacy in Retail, Journal of Retailing, 96 (4), 474-489. [VHB-JOURQUAL3: A; Gewinner 2021 Davidson Award]

Payne, A.; Frow, P.; Steinhoff, L.; Eggert, A. (2020). Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation, Industrial Marketing Management, 87, 244-255. [VHB-JOURQUAL3: B]

Eggert, A.; Frow, P.; Payne, A.; Steinhoff, L. (2020). Understanding and Managing Customer Value Propositions: Introduction to the Special Issue, Industrial Marketing Management, 87, 242-243. [VHB-JOURQUAL3: B]

Eggert, A.; Steinhoff, L.; Witte, C. (2019). Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships, Journal of Marketing, 83 (5), 115-132. [VHB-JOURQUAL3: A+]

Steinhoff, L.; Arli, D.; Weaven, S.; Kozlenkova, I. V. (2019). Online Relationship Marketing, Journal of the Academy of Marketing Science, 47 (3), 369-393. [VHB-JOURQUAL3: A; Finalist 2019 JAMS Best Paper Award]

Steinhoff, L.; Witte, C.; Eggert, A. (2018). Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement, Journal of Service Management Research, 2 (2), 22-35.

Steinhoff, L.; Palmatier, R. W. (2016). Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects, Journal of the Academy of Marketing Science, 44 (1), 88-107. [VHB-JOURQUAL3: A]

Eggert, A.; Steinhoff, L.; Garnefeld, I. (2015). Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs, Journal of Service Research, 18 (2), 210-228. [VHB-JOURQUAL3: A]

Garnefeld, I.; Steinhoff, L. (2013). Primacy versus Recency Effects in Extended Service Encounters, Journal of Service Management, 24 (1), 64-81. [VHB-JOURQUAL3: B]

Contributions in refereed working papers

Steinhoff, L.; Fang, E.; Palmatier, R. W.; Wang, K. (2016). Dynamic Effects of Loyalty Rewards for Contractual Customers, Marketing Science Institute (MSI) Working Paper Series, [16-121].

Henderson, C. M.; Steinhoff, L.; Palmatier, R. W. (2014). 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, [14-121]. [Gewinner 2016 Robert D. Buzzell MSI Best Paper Award]

Steinhoff, L.; Palmatier, R. W. (2013). Understanding the Effectiveness of Loyalty Programs, Marketing Science Institute (MSI) Working Paper Series, [13-105].

Contributions to peer-reviewed anthologies

Eggert, A.; Garnefeld, I.; Steinhoff, L. (2014). How Profound Is the Allure of Endowed Status in Hierarchical Loyalty Programs? in Geyer-Schulz, A.; Meyer-Waarden, L. (Hrsg.): Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), Karlsruhe: KIT Scientific Publishing, 31-36.

Steinhoff, L.; Palmatier, R. W. (2014). Three Perspectives for Making Loyalty Programs More Effective, in Geyer-Schulz, A.; Meyer-Waarden, L. (Hrsg.): Customer & Service Systems, Special Issue: Customer Empowerment, 1 (1), Karlsruhe: KIT Scientific Publishing, 147-152.

Contributions to refereed conference proceedings

Alberternst, B.; Steinhoff, L.; Eggert, A.; Giesler, M. (2022). Theorizing Marketplace Solidarity Systems: From Consumer–Firm Dyads to Structures of Mutual Support, 2022 AMA Summer Marketing Educators’ Conference Proceedings, Chicago, zur Veröffentlichung angenommen. [VHB-JOURQUAL3: D]

Becker, M.; Wiegand, N.; Steinhoff, L.; Baidina, K. (2022). The Role of Self-Rewarding Behavior in Cashback Loyalty Programs, Proceedings of the 51st European Marketing Academy (EMAC) Conference, Budapest. [VHB-JOURQUAL3: D]

Garnefeld, I.; Steinhoff, L.; Küpper, K. (2022). How Do I Tell Them? Analyzing Companies' Provision of Rejection Reasons in Product Testing Programs, 2022 AMA Winter Marketing Educators’ Conference Proceedings, Las Vegas. [VHB-JOURQUAL3: D]

Alberternst, B.; Eggert, A.; Steinhoff, L.; Giesler, M. (2021). Understanding and Measuring Consumer Solidarity as a Collective Bond, Proceedings of the 50th European Marketing Academy (EMAC) Conference, Madrid. [VHB-JOURQUAL3: D]

Alberternst, B.; Steinhoff, L.; Eggert, A.; Giesler, M. (2021). Consumer Solidarity: A Social-System Perspective on the Glue that Holds Society Together, 2021 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg. [VHB-JOURQUAL3: D]

Reimer, T.; Steinhoff, L.; Leyer, M. (2020). “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. [VHB-JOURQUAL3: D]

Steinhoff, L.; Zondag, M. (2019). Enhancing Loyalty Program Effectiveness by Stimulating Member Activity along the Customer Journey, Proceedings of the 48th European Marketing Academy (EMAC) Conference, Hamburg. [VHB-JOURQUAL3: D]

Eggert, A.; Steinhoff, L.; Witte, C. (2018). Are Gift Purchases an Effective Driver of Customer Loyalty? 2018 Winter AMA Conference Proceedings, New Orleans. [VHB-JOURQUAL3: D]

Steinhoff, L.; Zondag, M. (2018). Enhancing Loyalty Program Effectiveness by Engaging Members along the Customer Journey, 2018 Winter AMA Conference Proceedings, New Orleans. [VHB-JOURQUAL3: D]

Eggert, A.; Steinhoff, L.; Witte, C. (2017). The Loyalty Effect of Gift Purchases, 2017 Winter AMA Conference Proceedings, Orlando. [VHB-JOURQUAL3: D]

Witte, C.; Steinhoff, L.; Eggert, A. (2016). The Power of Gift Purchases in Strengthening Customer-Company Relationships, Proceedings of the 45th European Marketing Academy (EMAC) Conference, Oslo. [VHB-JOURQUAL3: D]

Eggert, A.; Steinhoff, L.; Witte, C. (2015). 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. [VHB-JOURQUAL3: D]

Steinhoff, L.; Palmatier, R. W. (2013). 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. [VHB-JOURQUAL3: D]

Eggert, A.; Garnefeld, I.; Steinhoff, L. (2012). The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs, 2012 AMA Summer Marketing Educators’ Conference Proceedings, Chicago. [VHB-JOURQUAL3: D]

Eggert, A.; Garnefeld, I.; Steinhoff, L. (2012). Endowed Status in Hierarchical Loyalty Programs, 2012 AMA Winter Marketing Educators’ Conference Proceedings, St. Petersburg. [VHB-JOURQUAL3: D]

Eggert, A.; Garnefeld, I.; Steinhoff, L. (2011). Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy, 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin. [VHB-JOURQUAL3: D]

Hunter, G.; Garnefeld, I.; Steinhoff, L. (2011). Can Retailers Improve Loyalty by Empowering Consumers? 2011 AMA Winter Marketing Educators’ Conference Proceedings, Austin. [VHB-JOURQUAL3: D]