Publikation von Prof. Maik Hammerschmidt im Journal of Marketing

Der Artikel „Gratitude versus Entitlement: A Dual Process Model of the Profitability Implications of Customer Prioritization“ von Prof. Dr. Maik Hammerschmidt und Dr. Hauke Wetzel, Professur für Marketing und Innovationsmanagement der Wirtschaftswissenschaftlichen Fakultät, wurde zur Veröffentlichung im Journal of Marketing, dem weltweit führenden Wissenschaftsjournal im Bereich Marketing, angenommen. Ko-Autor ist Prof. Alex Zablah von der George Mason University, USA.

Inhaltliche Zusammenfassung des Artikels:

"Customer prioritization strategies – which focus a firm’s efforts on the most important customers – are expected to improve account profitability. Anecdotal evidence suggests, however, that such strategies may also undermine account profitability by inducing customers to become overly demanding. Building on Social Exchange Theory, this research evaluates these competing perspectives across two field studies and finds that prioritization is best understood as a double-edged sword. Specifically, the results reveal that prioritization efforts initiate both a gratitude-driven process, which enhances sales and profit, and an entitlement-driven process, which increases service costs and reduces profit. Importantly, the findings indicate that prioritization tactics differ in the extent to which they trigger these competing processes and thus in their ability to influence account profitability. Finally, the results also reveal that critical moderators (competitive intensity and prioritization transparency) determine the extent to which the entitlement-driven process undermines the gratitude-driven process. For managers, the findings suggest that depending on the tactics employed and moderating conditions, prioritization can either have a positive, no, or even a negative effect on prioritized accounts’ profitability."

Link zum Artikel: http://journals.ama.org/doi/abs/10.1509/jm.12.0167