Prof. Dr. Maik Hammerschmidt - Publications
Number of Google Scholar citations (December 2022): 5,347
h-Index (December 2022): 32
Most-cited papers (October 2022):
- eTransqual: A transaction process-based approach for capturing service quality in online shopping (JBR): 1,204
- Measuring the quality of E-banking portals (IJBM): 540
- Identifying cross-channel dissynergies for multichannel service providers (JSR): 327
- Marketing Performance (book): 213
Publications in Refereed Journals
- Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention, in: Electronic Markets, Vol. 32, Issue 4, p. 2491–2505, 2022 (with N. Meyer (née Mozafari), M. Schwede and W. Weiger), Impact Factor: 6,017
- Grolar Bears in Responsible Management: Establishing Partnerships toward Sustainability, in: Management & Sustainability: An Arab Review, Vol. 1, No. 3, p. 1-10 (with N. El-Bassiouny, H. S. Adib, H. Abbas-Ali)
- Between antiquity and modernity in sustainability management research: reflections from MSAR board members, in: Management & Sustainability: An Arab Review, Vol. 1, No. 1, p. 1-13 (with N. El-Bassiouny, H. Abbas-Ali, S. Elbanna, E. Fröhlich)
- The invisible leash: when human brands hijack corporate brands' consumer relationships, in: Journal of Service Management, Vol. 33, No. 3, p. 485-495, 2021 (with J. Giertz, L. D. Hollebeek, W. H. Weiger) Impact Factor: 11,768
- Trust me, I’m a bot – Repercussions of chatbot disclosure in different service frontline settings, in: Journal of Service Management, Vol. 33, Issue 2, p. 221-245, 2022 (with N. Mozafari, W. Weiger), Impact Factor: 11,768
- Do Survey Invitations Affect Non-Respondents?, in: Advances in Consumer Research, Vol. 48, No. 1, p. 1-19, 2020 (with W. Herzog, K. Schmidt, V. Morwitz)
- Competition versus Cooperation: How Technology-Facilitated Social Interdependence Initiates the Self-Improvement Chain, in: International Journal of Research in Marketing,Vol. 38, No. 2, p. 472-491, 2021 (with T. Wolf, S. Jahn, W. Weiger), Impact Factor: 4,513
- Toward a Theory of Spirals: The Dynamic Relationship Between Organizational Pride and Customer-Oriented Behavior, in: Journal of the Academy of Marketing Science, Vol. 48, No. 3, p. 1-22, 2020 (with T. Krämer, W. Weiger, M. Gouthier), Impact Factor: 9,418
- Experiences that Matter? The Motivational Experiences and Business Outcomes of Gamified Services, in: Journal of Business Research, Vol. 106, No. 1, p. 353-364, 2020 (with T. Wolf, W. Weiger) Impact Factor: 7,550
- Same Same but Different? The Predictive Power of Association Types in Brand Buzz for Investor Returns, in: Proceedings of the International Conference on Information Systems, Vol. 40, No. 1, 1-9, 2019 (with S. Fischer, W. Weiger)
- The perils of service divestment initiatives: When and why customers seek revenge and how it can be attenuated, in: Journal of Service Research, Vol. 22 (3), p. 301-322, 2019 (with Ch. Hänel, H. Wetzel), Impact Factor: 10,667
- Who’s pulling the strings? The motivational paths from marketer actions to user engagement in social media, in: European Journal of Marketing, 53 (9), 1808-1832, 2019 (with W. Weiger, H. Wetzel) Impact Factor: 4,647
- Don't You Dare Push Me: How Persuasive Social Media Tactics Shape Customer Engagement, in: Journal of the Association for Consumer Research, Vol. 3, No. 3, p. 364-378, 2018 (with W. Weiger, H. Wetzel), Impact Factor: 1,76
- Building and leveraging sports brands: Evidence from 50 years of German professional soccer, in: Journal of the Academy of Marketing Science, Vol. 46, No. 4, p. 591-611, 2018 (with S. Hattula, H. Wetzel, H. J. van Heerde), Impact Factor: 9,418
- The Burden of Rank: The Impact of Preferred Supplier Status on Buyer Excessive Requests, in: Industrial Marketing Management, Vol. 71, No. 5, p. 19-26, 2018 (with H. Wetzel, T. Arnold), Impact Factor: 6,960
- Can doing good lead to doing poorly? Firm value implications of CSR in the face of CSI, in: Journal of the Academy of Marketing Science, Vol. 45, No. 5, p. 677-697, 2017 (with I. Lenz, H. Wetzel), Impact Factor: 9,418
- Leveraging Marketer-Generated Appeals in Online Brand Communities: An Individual User-Level Analysis, in: Journal of Service Management, Vol. 28, No. 1, p. 133-156, 2017 (with W. Weiger, H. Wetzel), Impact Factor: 11,768
- Channels in the Mirror: An Alignable Model for Assessing Customer Satisfaction in Concurrent Channel Systems, in: Journal of Service Research, Vol. 19, No. 1, p. 88-101, 2016 (with T. Falk, B. Weijters), Impact Factor: 10,667
- Gratitude versus Entitlement: A Dual Process Model of the Profitability Implications of Customer Prioritization, in: Journal of Marketing, Vol. 78, No. 2, p. 1-19, 2014 (with H. Wetzel, A. R. Zablah), Impact Factor: 9,462, - Lead Article -
- Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement when Shaping Frontline Employee Behavior?, in: Journal of Marketing, Vol. 76, No. 6, p. 1-20, 2012 (with J. Schepers, T. Falk, K. De Ruyter, A. De Jong), Impact Factor: 9,462, - Lead Article -
- Measuring and Improving the Performance of Health Service Networks, in: Journal of Service Research, Vol. 15, No. 3, p. 343-357, 2012 (with T. Falk, M. Staat), Impact Factor: 10,667
- Mere Proactivity Effects of Sales-related Service Offerings: A Field Experiment, in: Advances in Consumer Research, Vol. 38, No. 1, p. 1-12, 2010 (with W. Herzog), Impact Factor: 0,22
- The Service Quality-Satisfaction Link Revisited: Exploring Asymmetries and Dynamics, in: Journal of the Academy of Marketing Science, Vol. 38, No. 3, p. 288-302, 2010, (with T. Falk, J. J. L. Schepers), Impact Factor: 9,418.
- Assessing the Efficiency of the Selling Function, in: Business Administration Review, Vol. 70, No. 1, p. 43-61, 2010 (with M. Staat), Impact Factor: 0,22 .
- Methods for Solving Fundamental Problems in DEA-based Efficiency Analyses, in: Business Administration Review, Vol. 69, No. 2, p. 289-309, 2009 (with R. Wilken, M. Staat).
- Value Creation for Customers and Firms, in: Swiss Journal of Business Research and Practice, Vol. 63, No. 3, p. 307-326, 2009 (with S. Böhrs, A. Krämer, H. H. Bauer), Impact Factor: 0,33 .
- Identifying Cross-Channel Dissynergies for Multi-Channel Service Providers, in: Journal of Service Research, Vol. 10, No. 2, p. 143-160, 2007 (with T. Falk, J. Schepers, H. H. Bauer), Impact Factor: 10,667.
- Efficiency and Effectiveness in Interactive Marketing - The Integration of Benefit Segmentation and Customer Valuation, in: Journal of Business Economics, Vol. 77, p. 55-81, 2007 (with H. H. Bauer, T. Donnevert), Impact Factor: 0,71 .
- eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping, in: Journal of Business Research, Vol. 59, No. 7, p. 866-875 , 2006 (with H. H. Bauer, T. Falk), Impact Factor: 7,550.
- Customer-Based Corporate Valuation – Integrating the Concepts of Customer Equity and Shareholder Value, in: Management Decision, Vol. 43, No. 3, p. 331-348, 2005 (with H. H. Bauer), Impact Factor: 4,320.
- Measuring the Quality of E-Banking Portals – An Empirical Investigation, in: International Journal of Bank Marketing, Vol. 23, No. 2, p. 153-175, 2005 (with H. H. Bauer, T. Falk), Impact Factor: 4,060 .
- Product Performance Evaluation - A Super-Efficiency Model, in: International Journal of Business Performance Management, Vol. 7, No. 3, p. 304-319, 2005 (with M. Staat), Impact Factor: 0,820 .
- Measurement and Consequences of Service Quality in E-Commerce - An Empirical Analysis, in: Journal of Research and Management, Vol. 26, p. 45-57, 2004 (with H. H. Bauer, T. Falk).
Publications in Refereed Proceedings
- Value Creation in Gamified Chatbot Interactions and its Impact on Brand Engagement, in: Proceedings of the Conversations 2022 Conference, Vol. 6, 2022 (with S. C. Silva, R. De Cicco, M. Levi)
- Can Chatbots Be Persuasive? How to Boost the Effectiveness of Chatbot Recommendations for Increasing Purchase Intention, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 56, 2023 (with M. Schwede, N. Mozafari, N. von Schnakenburg)
- Play hard, work hard? How Tetris experience impacts the performance in manual truck loading for retail distribution, in: Proceedings of the EURO Working Group Meeting on Retail Operations, Vol. 5, 2022 (with D. Loske, M. Klumpp, A. Arabmaldar, K. Berendes)
- "I Will Follow You!" – How Recommendation Modality Impacts Processing Fluency and Purchase Intention, in: Proceedings of the International Conference on Information Systems, Vol. 43, 2022 (with M. Schwede, N. Zierau, A. Janson, J. M. Leimeister)
- AI and the Vulnerable, in: Proceedings of the Pacific Asia Conference on Information Systems (PACIS), 2022 (with N. Mozafari, W. Weiger)
- Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 55, 2022 (with N. Mozafari, M. Schwede, W. Weiger)
- That's so Embarrassing! When not to Design for Social Presence in Human-Chatbot Interactions, in: Proceedings of the International Conference on Information Systems (ICIS), Vol. 42, 2021 (with N. Mozafari, W. Weiger)
- Resolving the Chatbot Disclosure Dilemma: Leveraging Selective Self-Presentation to Mitigate the Negative Effect of Chatbot Disclosure, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 54, 2021 (with N. Mozafari, W. Weiger)
- The Chatbot Disclosure Dilemma: Desirable and Undesirable Effects of Disclosing the Non-Human Identity of Chatbots, in: Proceedings of the International Conference on Information Systems (ICIS), Vol. 41, 2020 (with N. Mozafari, W. Weiger)
- Leveraging Brand Buzz for Shareholder Value Prediction: The Role of Brand Buzz Dispersion, Corporate Associations, and Branding Strategies, in: EMAC Online Conference, 2020 (with S. Fischer, W. Weiger)
- Leveraging Brand Buzz for Shareholder Value Prediction: The Role of the Firm’s Branding Strategy, AMA Summer Academic Conference Proceedings, virtual, 2020 (with S. Fischer)
- Leveraging Brand Buzz for Shareholder Value Prediction: The Role of the Firm’s Branding Strategy, in: AMA Summer Academic Conference Proceedings, San Francisco, CA, USA, 2019 (with S. Fischer)
- Quantifying Investor Returns from Brand Buzz: The Interplay of Brand Buzz Aggregation and Dispersion Metrics, in: Marketing Strategy meets Wall Street Conference Proceedings, Fontainebleau, Frankreich, 2019 (with S. Fischer, W. Weiger)
- Stand by me: Escaping the webrooming dilemma through integrating product presentation technologies and product reviews, in: AMA Summer Academic Conference Proceedings, Boston, MA, USA, p. 64 - 71, 2018 (with Ahrend, W. Weiger, W. Toporowski)
- Gamified Services: How Gameful Experiences Drive Customer Commitment, in: GamiFIN 2018 Conference Proceedings, Pori, Finland, p. 75-82, 2018 (with T. Wolf, W. Weiger)
- Gamified digital services: How gameful experiences drive continued service usage, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 51, p. 1187-1196, 2018 (with T. Wolf, W. Weiger), Impact Factor: 2,40
- Antecedents and Outcomes of Sustainable Innovation: A Meta-Analytic Path Model, in: Proceedings of the 77th Annual Meeting of the Academy of Management, Atlanta, USA, 2017 (with Th. Jaskolka, W. Weiger).
- Should Marketers Pull the Strings? How to Shape the Impact of Persuasion on Consumer Engagement in Social Media, in: Baker Retailing Center Conference Proceedings, Philadelphia, USA, The Wharton School, 2017 (with W. Weiger, H. Wetzel).
- Behavioral Engagement in Social Media: Measurement, Antecedents, and Purchase Consequences, in: Proceedings of the ISMS Marketing Science Conference, Los Angeles, USA, 2017 (with W.H. Weiger, W.W. Moe, H.A. Wetzel).
- Who is Pulling the Strings? The Role of Self-Determination in Shaping User Engagement through Marketer-Generated Content, in: Proceedings of the 24th Recent Advances in Retailing and Consumer Science Conference, European Institute of Retailing and Services Studies (EIRASS), Burnaby/Vancouver, BC, CA , 2017 (with W. Weiger, H. Wetzel).
- Question-Behavior Effect: The Role of Relationship Dynamics, in: AMA Winter Educators' Conference Proceedings, Orlando, FL, USA , 2017 (with H. Wetzel, S. Klein).
- Signals From the Echoverse ? The Informational Value of Brand Buzz Dispersion, in: AMA Winter Marketing Academic Conference Proceedings, Orlando, FL, USA , 2017 (with S. Fischer, W. Weiger).
- Behavioral Engagement in Social Media: Measurement, Drivers and Impact on Purchase Behavior, in: Proceedings of the Informs Anual Meeting, Nashville, USA, 2016 with W. Weiger, W. M. Moe, H. Wetzel)
- The Effect of Customer Surveys on Non-Respondents' Attitudes and Behaviors, in: Proceedings of the AMS World Marketing Congress, Paris, France, 2016 (with K. Schmidt, W. Herzog)
- Firm Value Effects of Stakeholder Welfare Protection and Enhancement: The Role of Marketing Levers, in: Proceedings of the 42nd EMAC Conference, Oslo, Norway, 2016 (with H. Wetzel, I. Lenz).
- Doing Good After Doing Bad: Firm Value Implications of Distinct Corporate Social Responsibility Engagements, in: AMA Winter Educators conference Proceedings, Las Vegas, NV, USA, 2016 (with H. Wetzel, I. Lenz).
- Doing Good after Doing Bad: Firm Value Implications of Distinct Corporate Social Responsibility Engagements, in: AMA Winter Marketing Academic Conference Proceedings, Las Vegas, USA, 2016 (with I. Lenz, H. Wetzel)
- Any Chatter Matters: The Effects of Appeals on User Engagement and Brand Equity", in: AMA Winter Marketing Academic Conference Proceedings, Las Vegas, USA, 2016 (with W. Weiger, H. Wetzel)
- The Rules of Regulation: Shaping User Engagement through Marketer Generated Content, in: Thought Leaders in Customer Engagement and Customer Relationship Management Conference, 2015, HEC, Paris (with W. Weiger, H. Wetzel)
- Purchase Boost or Demand Excess? Desired and Undesired Consequences of Key Supplier Status, in: Thought Leadership on the Sales Profession Conference, 2014, Columbia University, New York, NY (with H. Wetzel, T. Arnold)
- The Effect of Survey Nonresponse on Nonrespondents' Attitudes and Behaviors: An Application of Principal Stratification, in: Proceedings of the International Meeting of the Psychometric Society, Arnheim, Netherlands, 2013 (with K. Schmidt, W. Herzog)
- The Role of Self-determination in Social Media: Assessing its Drivers and its Impact on Content Generation, in: Proceedings of the 42nd EMAC Conference, Istanbul, Turkey, 2013 (with H. Wetzel, W. Weiger)
- Self-Determination in Social Media Channels: Antecedents & Impact on Content Generation, in: AMA Winter Educators Conference Proceedings, Las Vegas, NV, USA , 2013 (with H. Wetzel, W. Weiger)
- Strengthening Firm’s Societal Role – How Compensation Strategies Help to React on Social Misconduct, in: Proceedings of the 42nd EMAC Conference, Istanbul, Turkey, 2013 (with H. Wetzel, I. Lenz)
- 'Goodwill Hunting' - How Companies Should React on Social Misconduct, in: AMA Winter Educators Conference Proceedings, Las Vegas, NV, USA , 2013 (with H. Wetzel, I. Lenz)
- An Antagonistic Process Model of the Profitability Impact of Customer Priorization in: AMA Summer Marketing Educators' Conference Proceedings, 2012, Chicago, IL (with H. Wetzel, A. Zablah)
- The Dynamics Underlying Performance Signaling: Insights from the Professional Sports Market in: AMA Summer Educators' Conference Proceedings, 2012, Chicago, IL (with H. Wetzel, S. Hattula)
- A Dual Process Model for Enhancing Customer Priorization Profitablity in: Proceedings of the 41st EMAC Conference, 2012, Lisbon, Portugal (with H. Wetzel, A. Zablah)
- A Dynamic Model of Fan Behavior When Team Expenditures and Brand Equity Signal Future Performance in Professional Sports Market in: Proceedings of the 41st EMAC Conference, 2012, Lisbon, Portugal (with H. Wetzel, S. Hattula)
- Gratitude versus Entitlement: A Dual Process Model of the Profitability Implications of Customer Prioritization in: Thought Leadership on the Sales Profession Conference, 2012, Harvard Business School, Cambridge, MA (with A. R. Zablah, H. Wetzel)
- How Companies Should React on Social Misconduct – The Role of In- and Extra-Domain Compensation, in: AMA Summer Educators Conference Proceedings, Chicago, IL, USA , 2012 (with H. Wetzel, I. Lenz).
- Integration vs. Regulation: What Really Drives User-generated Content in Social Media Channels?, in: AMA Summer Educators Conference Proceedings, Chicago, IL, USA , 2012 (with H. Wetzel, W. Weiger).
- An Exploratory Investigation of Reverse Causality Relationships Among Brand Equity and Sport-Related Success in: AMA Winter Marketing Educators' Conference Proceedings, 2012, Vol. 23, St. Petersburg (with S. Hattula, J. Hattula, C. Ebertin, H.H. Bauer)
- Exploring the Dynamic Relationship between Brand Equity and Sport-Related Success in Sports Clubs in: AMA Summer Marketing Educators' Conference Proceedings, 2011, San Francisco (with S. Hattula, J. Hattula, H. H. Bauer)
- Signaling Quality across Different Stages of the Organizational Life Cycle, in: Academy of Marketing Science Annual Conference Proceedings, 2011, Coral Gables (with S. Hattula, H. Wetzel, H. H. Bauer)
- Lagging First or Gaggering First? Signaling Future Business Performance to Different Stakeholders, in: Proceedings of the 40th EMAC Conference, Ljubljana, Slovenia, 2011 (with H. Bauer, S. Hattula, H. Wetzel).
- Exploring Spillover Effects of Post-Sale Services in Vertical Service Delivery Networks, in: AMA Winter Marketing Educators' Conference Proceedings, 2011, Austin (with T. Falk, J. J. L. Schepers, L. K. Scheer) - AUSGEZEICHNET MIT DEM AMA BEST PAPER AWARD IM TRACK "SALES, CRM, AND BUSINESS TO BUSINESS"
- Comparing Apples and Apples: Estimating the Causal Effect of Survey Participation on Customer Loyalty, in: AMA Winter Marketing Educators' Conference Proceedings, 2011, Austin (with W. Herzog, K. Schmidt)
- The Impact of Marketing on Sport-related Success, in: AMA Summer Marketing Educators' Conference Proceedings, Boston, USA, 2010 (with S. Hattula, H. H. Bauer)
- Is Customer Prioritization a Double-Edged Sword? Exploring the Effects of Perceived Prioritization and Status Consciousness on Customer Profitability, in: AMA Summer Marketing Educators' Conference Proceedings, Boston, USA, 2010 (with H. Wetzel, H. H. Bauer) - AUSGEZEICHNET MIT DEM AMA BEST PAPER AWARD IM TRACK "INTER-ORGANIZATIONAL ISSUES IN MARKETING"
- Do Proactive Offers of Product Trials Increase Customer Loyalty? A Field Experiment with Principal Stratification, in: 2010 INFORMS Marketing Science Conference Proceedings, Cologne, 2010 (with W. Herzog)
- Trading off for the Effects of Prioritization Perception and Status Consciousness on Customer Profitability, in: Proceedings of the 39th EMAC Conference, Copenhagen, Denmark, 2010 (with H. H. Bauer, H. Wetzel).
- Exploring the Brand Productivity Gap, in: AMA Winter Marketing Educators' Conference Proceedings, New Orleans, LA, p. 334-335, 2010 (with T. Falk, F. A. Germann, W. T. Ross, H. H. Bauer) - AUSGEZEICHNET MIT DEM OVERALL BEST PAPER AWARD.
- Service bureaucrat or service champion? Exploring control mechanisms to guide frontline employee behaviour, in: Proceedings of the AMA SERVSIG International Research Conference, Porto, Portugal, 2010 (with J. J. L. Schepers, K. de Ruyter, A. de Jong, T. Falk)
- Can Prioritization Do Harm? An Empirical Investigation of the Prerequisites, Criteria, and Performance Outcomes of Customer Prioritization, in: AMA Summer Educators Conference Proceedings, Vol. 21, Chicago, IL, USA, 2009 (with H. H. Bauer, H. Wetzel).
- The Impact of Customer Prioritization on the Performance of B2B Relationships, in: Proceedings of the 38th EMAC Conference, Nantes, France, 2009 (with H. H. Bauer, H. Wetzel).
- Creating and Deploying Commitment - Linking Relationship Marketing Initiatives, Commitment and Customer Value, in: AMA Winter Educators Conference Proceedings, Tampa, Florida, 2009 (with M. Bryant, H. H. Bauer).
- Win-win or win-lose? Exploring failure and recovery episodes in consumption systems, in: Proceedings of the 38th EMAC Conference, Nantes, France, 2009 (with T. Falk).
- Brand Efficiency and Brand Relevance – Introducing and Linking both Concepts, in: AMA Winter Educators Conference Proceedings, Vol. 20, Austin, Texas, p. 48-57, 2008 (with H. H. Bauer, T. Donnevert).
- Making a virtue of necessity – How firms can benefit from product failures, in: AMA Summer Educators Conference 2008, San Diego, p. 218-220, 2008 (with T. Donnevert, T. Falk, H. H. Bauer, M. Moser).
- Linking a multi-component model of commitment to customer profitability, in: AMA Summer Educators Conference 2008, San Diego, 2008 (with M. D. Bryant, H. H. Bauer, M. Timm ).
- The Impact of Electronic Service Quality on Customer Satisfaction over Time, in: 2008 Society for Marketing Advances Conference Proceedings, St. Petersburg, FL, USA, 2008 (with J. J. L. Schepers, T. Falk).
- No more equal slices – getting more out of your service efforts, in: Proceedings of the 2008 EMAC Conference, Brighton, 2008 (with T. Falk).
- Value-Added Recovery Services - Creating Customer Delight through Failures, in: Proceedings of 36th EMA Conference, May 22-25, Reykjavik, 2007 (with T. Donnevert).
- Turning Failures into Opportunities for Value Creation --- AUSGEZEICHNET MIT DEM SHETH FOUNDATION BEST PAPER AWARD ---, in: Proceedings of the AMA Relationship Marketing Summit, Buenos Aires , 2007 (with T. Donnevert, H. H. Bauer).
- Identifying Cross-Channel Dissynergies for Multi-Channel Service Providers , in: Marketing Science Conference Proceedings, Pittsburgh, 2006 (with T. Falk, J. Schepers).
- Should I Stay or Should I Go – The Role of Status Quo for Using New Self-Service Alternatives, in: Proceedings of the 35th EMAC Conference 2006, Athen, 2006 (with T. Falk, J. Schepers, S. Grossenbacher).
- Assessing Service Quality in Online-Retailing - A Transaction Process-Based Approach, in: Proceedings of the 34th EMAC Conference, May 24-27, Milan, p. 1-7, 2005 (with T. Falk).
- A Super-Efficiency Model for Product Evaluation, Proceedings of the 2003 EURO/INFORMS Joint International Meeting, July 06-10, Istanbul, p. 86, 2003 (with M. Staat).
- Structuring Product-Markets: An Approach Based on Customer Value, in: AMA Winter Educators' Conference Proceedings, Vol. 13, Austin, Texas, p. 205-212, 2002 (with M. Staat, H. H. Bauer).
Books
- Marketingpläne - Eine Einführung für die praktische Anwendung, Spektrum Akademischer Verlag: Heidelberg, 2008 (with H. H. Bauer) - Deutsche Ausgabe von "Marketing Plans".
- Marketingeffizienz: Messung und Steuerung mit der DEA - Konzept und Einsatz in der Praxis, München, Vahlen, 2006 (with H. H. Bauer, M. Staat).
- Effizienzanalyse im Marketing - Ein produktionstheoretisch fundierter Ansatz auf Basis von Frontier Functions, Dissertation, Gabler-Verlag, Wiesbaden, 2006.
- Marketing Performance: Messen - Analysieren - Optimieren, Gabler-Verlag: Wiesbaden, 2006 (with H. H. Bauer, G. Stokburger).
Book Chapters
- Giving or Receiving in Social Media: Can Content Marketing Simultaneously Drive Productive and Consumptive Engagement?, in: Sprott, D. / Hollebeek, L. (Eds.): The Handbook of Research on Customer Engagement, Cheltenham, UK, 2019, p. 186-203 (with W. Weiger, T. Scholdra)
- Serviceeffizienz aus Kundensicht als Erfolgsfaktor von elektronischen Dienstleistungen, in: Bruhn, M. / Hadwich, C. (Hrsg.): Dienstleistungsproduktivität, Band 1: Management, Prozessgestaltung, Kundenperspektive, 2011, Wiesbaden, p. 433-456 (with H. H. Bauer, H. Wetzel, F. Lammert, T. Falk)
- Using DEA to structure product markets, in: Mantri, J. K. (Ed.): Research Methodology on Data Envelopment Analysis (DEA), Boca Raton, p. 228-249, 2008 (with M. Staat).
- Messung von E-Servicequalität: eine branchenübergreifende Validierung, in: Bauer, H. H. / Große-Leege, D. / Rösger, J. (Hrsg.): Interactive Marketing im Web 2.0+ - Konzepte und Anwendungen für ein erfolgreiches Marketingmanagement im Internet, München, p. 43-64, 2007 (with H. H. Bauer, T. Falk).
- Die Beurteilung der Qualität von Finanzportalen aus Nutzersicht – Eine empirische Analyse, in: Petzel , E. (Hrsg.): eFinance: Technologien, Strategien und Geschäftsmodelle, Wiesbaden, p. 741-765, 2005 (with H. H. Bauer).
- Kundenbindung durch Servicequalität im Internet-Banking, in: Bauer, H. H./Rösger, J./Neumann, M. (Hrsg.): Konsumentenverhalten im Internet, München, p. 415-434, 2004 (with H. H. Bauer, T. Falk).
Practitioner Publications
- So misst Du den Return on Social Media – Metriken für ein modernes Markenmanagement, in: SocialHub Mag, 6, p. 67-73, 2018 (with S. Fischer, W. Weiger, W., T. Schulze)
- Kundenstatus im Vertrieb: Dos and Don`ts, in: Marketing Review St. Gallen, Vol. 32, No. 6, p. 80-87, 2015 (with S. Klein, H. Wetzel)
- Gaining Traction: Big Data in the Automative Industry, in: 360° - The Business Transformation Journal, Vol 4, No. 10, p. 42-53, 2014 (with M. Voigt and Ch. Bennison)
- Big Data in the Automotive Industry, in: 360° - The Business Transformation Journal, Vol. 4, No. 10, p. 42-53, 2014 (with M. Voigt, Ch. Bennison)
- Messung und Analyse der Online-Werbeeffizienz, in: Controlling, Vol. 22, No. 2, p. 83-88, 2010 (with H. H. Bauer, R. Hartung, N. Shenawai)
- Messung der Werbeeffizienz – Ein zweistufiger DEA-Ansatz , in: Marketing Review St. Gallen, Vol. 25., No. 2, p. 34-39, 2008 (with H. H. Bauer).
- Patientenorientierte Kommunikation als Erfolgsfaktor im Pharmamarketing, in: Planung & Analyse, Vol. 35, No. 2, p. 2-5, 2008 (with O. K. Hahn, H. H. Bauer).
- Lohnen sich Ihre Marketinginvestitionen - Marketing Performance messen, in Direkt Marketing, Vol. 4, p. 28-31, 2007 (with H. H. Bauer, G. Stokburger).
- Marketing messbar machen – Die Wirkung von Empfehlungsnetzwerken auf die Marketing Performance, in: Thexis, Vol. 24, No. 3, p. 49-53, 2007 (with H. H. Bauer, G. Stokburger).
- Werbeeffizienz - Größer, bunter, lauter?, in: Absatzwirtschaft, Vol. 49, No. 2, p. 46-47 , 2006 (with H. H. Bauer, U. Garde).
- Durch E-Servicequalität Kunden binden, in: Absatzwirtschaft, Vol. 48, No. 2, p. 57, 2005 (with H. H. Bauer, T. Falk).
- Kaufen erfahrene Konsumenten bessere Produkte?, in: Absatzwirtschaft, Vol. 48, No. 10, p. 68, 2005 (with H. H. Bauer, N. Sauer).
- Kundenbindung durch Internet-Portale, in: Direkt-Marketing, Vol. 40, No. 6, p. 20-23, 2004 (with H. H. Bauer).
- Portale kosten nicht nur – sie nutzen auch, in: Personalwirtschaft - Magazin für Human Resources, Vol. 31, No. 3, p. 17-20, 2004 (zusammen mit H. H. Bauer, A. Hallbauer).
- Effiziente Online-Werbung, in: Marketing Journal, Vol. 37, No. 12, p. 28-32, 2004 (with H. H. Bauer, U. Garde).
- Finanzportale - Erfolgreich durch Vielfalt, in: Gablers Bankmagazin, Vol. 52, No. 3, p. 33-36, 2003 (with H. H. Bauer).
- Finanzportale – alles unter einem Dach oder Web-Purismus?, in: Die Bank - Zeitschrift für Bankpolitik und Bankpraxis, Vol. 43, No. 10, p. 714-716, 2003 (with H. H. Bauer).
Working Papers
- Die Modellierung des sportlichen Erfolges Implikationen für das Sponsoring, Wissenschaftliches Arbeitspapier W 126, Institut für Marktorientierte Unternehmensführung, Mannheim, 2009 (with H. H. Bauer, S. Hattula)
- Jeder Fehler zählt - Produktfehler als Chance für das Kundenzufriedenheitsmanagement, Wissenschaftliches Arbeitspapier W 124, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2009, 2009 (with H. H. Bauer, T. Donnevert, H. Wetzel, T. Falk).
- Making Brand Management Accountable - Measuring Brand Efficiency and Exploring its Drivers, Scientific Working Paper W 117e,Institute for Market-Oriented Management , 2008 (with H.H. Bauer, T. Donnevert).
- Serviceeffizienz – Messung und Erfolgswirkungen, Wissenschaftliches Arbeitspapier W 111, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2007 (with H. H. Bauer, T. Falk, F. Lammert).
- Ein neuer Ansatz des Zufriedenheitsmanagements – Wie begeistern Sie Ihre Online-Kunden?, Wissenschaftliches Arbeitspapier W 107, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2006 (with H. H. Bauer, T. Falk, B. Zipfel).
- Konsumentenexpertise und die Effizienz von Kaufentscheidungen - Lohnt es sich für Unternehmen, gute Produkte anzubieten?, Management Know-How Papier Nr. M101, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2005 (with H. H. Bauer, N. Sauer).
- Lohnen sich segmentspezifische Websites? - Eine Integration von Kundennutzen- und Kundenwertsegmentierung, Management Know-How Papier Nr. M100, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2005 (with H. H. Bauer, T. Donnevert).
- Leitfaden zur Auswahl elektronischer Handelsplattformen für KMU, Institut für Mittelstandsforschung der Universität Mannheim, Mannheim, 2004 (with F. Migalk, D. Keese, R. Ganter, M. Liehr).
- Elektronische Handelsplattformen - Möglichkeiten für den Mittelstand, Karlsruhe , 2004 (with F. Migalk, R. Ganter, A. Größler, M. Liehr).
- Messung der Werbeeffizienz – Eine Untersuchung am Beispiel von Online-Werbung, Wissenschaftliches Arbeitspapier Nr. W 78, Institut für Marktorientierte Unternehmensführung, Universität Mannheim, 2004 (with H. H. Bauer, U. Garde).
- Elektronische Marktplätze in Deutschland 2003 , Schriftenreihe des Instituts für Mittelstandsforschung der Universität Mannheim, 2. überarb. Aufl., Mannheim, 2003 (with F. Migalk, D. Keese, R. Ganter, M. Liehr).