Contact

All Stories

  1. Quantifying the influence of customer experience on consumer share-of-category

    Article • Journal of Retailing and Consumer Services, July 2023, Elsevier

    Prof. Dr. Volker Kuppelwieser

  2. Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors

    Article • Journal of Service Research, February 2023, SAGE Publications

    Prof. Dr. Volker Kuppelwieser

  3. Reevaluating tourism experience measurements: an alternative Bayesian approach

    Article • Current Issues in Tourism, August 2022, Taylor & Francis

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  4. Dynamics of individual actors’ self, social, and task pre-dispositions in multi-actor service ecosystems

    Article • Journal of Business Research, August 2022, Elsevier

    Prof. Dr. Volker Kuppelwieser

  5. Investigating the drivers of wearable technology adoption for healthcare in South America

    Article • Information Technology and People, April 2022, Emerald

    Prof. Dr. Volker Kuppelwieser

  6. The role of customer experience in the perceived value–word-of-mouth relationship

    Article • Journal of Services Marketing, July 2021, Emerald

    Prof. Dr. Volker Kuppelwieser

  7. Customer experience quality in African B2B contexts

    Article • Journal of Services Marketing, July 2021, Emerald

    Prof. Dr. Volker Kuppelwieser

  8. Guiding directions and propositions: Placing dynamics at the heart of customer experience (CX) research

    Article • Journal of Retailing and Consumer Services, March 2021, Elsevier

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  9. Measuring customer experience quality: The EXQ scale revisited

    Article • Journal of Business Research, March 2021, Elsevier

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  10. Customer experience in the B2B area: The impact of age-related impressions

    Article • Journal of Retailing and Consumer Services, January 2021, Elsevier

    Prof. Dr. Volker Kuppelwieser

  11. Guest editorial: age is a construct, not a characteristic

    Article • Journal of Services Marketing, December 2020, Emerald

    Prof. Dr. Volker Kuppelwieser

  12. Revisiting the Age Construct: Implications for Service Research

    Article • Journal of Service Research, November 2020, SAGE Publications

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  13. Equilibrating resources and challenges during crises: a framework for service ecosystem well-being

    Article • Journal of Service Management, November 2020, Emerald

    Prof. Dr. Volker Kuppelwieser

  14. Man vs machine: examining the three themes of service robotics in tourism and hospitality

    Article • Electronic Markets, August 2020, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  15. Viewpoint: a primer for inclusive service marketing theory

    Article • Journal of Services Marketing, August 2020, Emerald

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  16. Digitalization’s impacts on productivity: a model-based approach and evaluation in Germany’s building construction industry

    Article • Production Planning & Control, March 2020, Taylor & Francis

    Prof. Dr. Volker Kuppelwieser

  17. Intentionality and transformative services: Wellbeing co-creation and spill-over effects

    Article • Journal of Retailing and Consumer Services, January 2020, Elsevier

    Prof. Dr. Volker Kuppelwieser

  18. Customer engagement in evolving technological environments: synopsis and guiding propositions

    Article • European Journal of Marketing, September 2019, Emerald

    Prof. Dr. Volker Kuppelwieser, Professor Linda Hollebeek

  19. Customer trust recovery: An alternative explanation

    Article • Journal of Retailing and Consumer Services, July 2019, Elsevier

    Prof. Dr. Volker Kuppelwieser

  20. Consumer responses to planned obsolescence

    Article • Journal of Retailing and Consumer Services, March 2019, Elsevier

    Prof. Dr. Volker Kuppelwieser

  21. Unstable interactions in customers’ decision making: an experimental proof

    Article • Annals of Operations Research, June 2018, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser

  22. Le chaînon manquant – l’équité comme déterminant ultime de la rentabilité des services ?!

    Article • Recherche et Applications en Marketing (French Edition), April 2018, SAGE Publications

    Prof. Dr. Volker Kuppelwieser

  23. The missing link: Fairness as the ultimate determinant of service profitability?!

    Article • Recherche et Applications en Marketing (English Edition), January 2018, SAGE Publications

    Prof. Dr. Volker Kuppelwieser, Professor Yehuda Baruch, Prof Dr Phil Klaus

  24. Toward Application and Testing of Measurement Scales and an Example

    Article • Sociological Methods & Research, April 2017, SAGE Publications

    Prof. Dr. Volker Kuppelwieser

  25. Towards the use of chronological age in research – A cautionary comment

    Article • Journal of Retailing and Consumer Services, November 2016, Elsevier

    Prof. Dr. Volker Kuppelwieser

  26. Attraction during the service encounter: examining the other side of the coin

    Article • Journal of Services Marketing, August 2016, Emerald

    Professor Mourad Touzani, Prof. Dr. Volker Kuppelwieser

  27. THE SOCIAL MEDIA SCAPE: AN INTEGRATIVE FRAMEWORK AND MEASUREMENT SCALE

    Article • July 2016, Global Alliance of Marketing and Management Associations

    Prof. Dr. Volker Kuppelwieser

  28. What is service convenience in healthcare and how do you measure it?

    Article • Health Marketing Quarterly, April 2016, Taylor & Francis

    Dr Sven Tuzovic, Prof. Dr. Volker Kuppelwieser

  29. Transformative service research and service dominant logic: Quo Vaditis?

    Article • Journal of Retailing and Consumer Services, January 2016, Elsevier

    Prof. Dr. Volker Kuppelwieser

  30. Retail companies’ internationalization behavior and the 2008 crisis

    Article • International Journal of Retail & Distribution Management, September 2015, Emerald

    Prof. Dr. Volker Kuppelwieser

  31. Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link

    Article • Journal of Business Research, December 2014, Elsevier

    Prof. Dr. Volker Kuppelwieser

  32. The role of context and motivation variables in mobile commerce usage — A further perspective on Chong (2013)

    Article • Technological Forecasting and Social Change, October 2014, Elsevier

    Prof. Dr. Volker Kuppelwieser

  33. The role of marketing in today's enterprises

    Article • Journal of Service Management, April 2014, Emerald

    Jochen Wirtz, Prof. Dr. Volker Kuppelwieser

  34. Partial least squares structural equation modeling (PLS-SEM)

    Article • European Business Review, March 2014, Emerald

    Prof. Dr. Volker Kuppelwieser

  35. From ‘free’ to fee: Acceptability of airline ancillary fees and the effects on customer behavior

    Article • Journal of Retailing and Consumer Services, March 2014, Elsevier

    Prof. Dr. Volker Kuppelwieser

  36. Applying the future time perspective scale to advertising research

    Article • International Journal of Advertising, January 2014, Taylor & Francis

    Prof. Dr. Volker Kuppelwieser

  37. Value Creation in Online Services

    Article • January 2014, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser

  38. 1 + 1 does not always equal value creation: The case of YouTube

    Article • Marketing Letters, June 2013, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser

  39. Bearers of Bad News: The Manager's Perspective on Direct Involvement in Layoffs

    Article • Academy of Management Proceedings, January 2013, The Academy of Management

    Prof. Dr. Volker Kuppelwieser

  40. The effects of film trailers on shaping consumer expectations in the entertainment industry—A qualitative analysis

    Article • Journal of Retailing and Consumer Services, November 2012, Elsevier

    Prof. Dr. Volker Kuppelwieser

  41. A replication and extension of Hennig-Thurau's concept of COSE

    Article • Journal of Customer Behaviour, October 2012, Westburn Publishers

    Prof. Dr. Volker Kuppelwieser

  42. Understanding the antecedents, the outcomes and the mediating role of social capital: An employee perspective

    Article • Human Relations, March 2012, SAGE Publications

    Prof. Dr. Volker Kuppelwieser

  43. Co-creation by engaging beyond oneself: the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter

    Article • Journal of Strategic Marketing, December 2011, Taylor & Francis

    Prof. Dr. Volker Kuppelwieser

  44. Psychological safety, contributions and service satisfaction of customers in group service experiences

    Article • Managing Service Quality, November 2011, Emerald

    Prof. Dr. Volker Kuppelwieser

  45. Productivity in Customer Groups during a Service Experience

    Article • January 2011, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser

  46. Stewardship Behavior and Creativity

    Article • management revue, January 2011, Nomos Verlag

    Prof. Dr. Volker Kuppelwieser

  47. Transformationale Führung von Vertriebsmitarbeitern im Solution Selling

    Article • January 2010, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser

  48. Ergeben Serviceorientierung und Brand Behavior ein Branded Service Behavior? – Der Versuch einer Zusammenführung

    Article • January 2010, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser