Department Marketing

Bartl, C., Gouthier, M.H.J., & Lenker, M. (forthcoming). Delighting consumers click by click: Antecedents and effects of delight online. Journal of Service Research.

Moeller, S., Ciuchita, R., Mahr, D., Oderkerken-Schroeder, G., & Fassnacht, M. (forthcoming). Uncovering collaborative value creation patterns and establishing corresponding customer roles. Journal of Service Research.

Wittkowski, K., Moeller, S., & Wirtz, J. (2013). Firms' intentions to use nonownership services. Journal of Service Research, 16(2), 171-185.

Esch, F.-R., Möll, T., Schmitt, B., Elger, C.E., Neuhaus, C., & Weber, B. (2012). Brands on the brain: Do consumers use declarative information or experienced emotions to evaluate brands? Journal of Consumer Psychology, 22, 75-85.

Goebel, P., Moeller, S., & Pibernik, R. (2012). Paying for convenience: Attractiveness and market potential of time-based delivery service. International Journal of Physical Distribution & Logistics Management, 42, 6, 584-606.

Gouthier, M.H.J., Giese, A., & Bartl, C. (2012). Service excellence models: A critical discussion and comparison. Managing Service Quality, 22(5), 447-464.

Hammerschmidt, M., Falk, T., & Staat, M. (2012). Measuring and improving the performance of health care networks. Journal of Service Research, 15(3), 343-357.

Heider, R., & Moeller, S. (2012). Outlet patronage in on-the-go consumption: An analysis of patronage preference drivers for convenience outlets versus traditional retail outlets? Journal of Retailing and Consumer Services, 19, 3, 313-324.

Krieger, K., Esch, F.-R., Osinsky, R., & Hennig, J. (2012). Die Aktivierungskraft von Guerilla Produktinszenierungen. Marketing ZFP, 34(3), 196-212.

Schepers, J., Falk, F., de Ruyter, K., de Jong, A., & Hammerschmidt, M. (2012).
Principles and principles. Do customer stewardship and agency control compete or complement when shaping frontline employee behavior? Journal of Marketing, 76, 6(1), 1-20.

Walsh, G., Gouthier, M., Gremler, D.D., & Brach, S. (2012). What the eye does not see, the mind can't reject: Can call center location explain differences in customer evaluations? International Business Review, 21(5), 957-967.

Gouthier, M.H.J., & Rhein, M. (2011). Organizational pride and its positive effects on employee behaviour. Journal of Service Management, 22(5), 633-649.

Sichtmann, C., Moeller, S., Hogreve, J., & Laugwitz, N. (2011). Kundenintegration 2.0 - Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities. Zeitschrift für Betriebswirtschaftslehre, 5, Special Issue.

Moeller, S. (2010). Characteristics of services - a customer integration perspective uncovers the iherent value. Journal of Services Marketing, 24(5), 359-368.

Moeller, S., & Wittkowski, K. (2010). The burden of ownership: Reasons for prefering renting. Managing Service Quality, 20(2), 176-191.

Moeller, S., Fassnacht, M., & Ettinger, A. (2009). Retaining customers with shopping convenience. Journal of Relationship Marketing, 8(4), 313-329.

Gouthier, M. H. J., Eggert, A., & Nogly, F. (2008). Offsoring der Kundeninteratkion: Eine empirische Analyseder Sprachqualität am Beispiel von Call Centern. ZfbF Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung, 60(1), 47-70.

Moeller, S. (2008). Customer integration — A key to an implementation perspective of service provision. Journal of Service Research, 11(2), 197-210.

Moeller, S., Fassnacht, M., & Klose, S. (2008). Defensive relationship marketing: Avoiding decreasing sales from customers in consumer goods mass markets. Journal of Relationship Marketing, 7(2), 197-215.

Gouthier, M. H. J., Eggert, A., & Nogly, F. (2008). Offshoring der Kundeninteraktion: Eine empirische Analyse der Sprachqualität am Beispiel von Call Centern. ZfbF Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung, 60(1), 48-70.