Florian von Wangenheim

Best Publications

• The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

  Florian v. Wangenheim;Tomás Bayón

  576
  Citations

• The effect of word of mouth on services switching: Measurement and moderating variables

  Florian v. Wangenheim;Tomás Bayón

  548
  Citations

• Demystifying AI: What Digital Transformation Leaders Can Teach You about Realistic Artificial Intelligence:

  Jürgen Kai-Uwe Brock;Florian von Wangenheim

  538
  Citations

• High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services

  Nancy V. Wünderlich;Florian von Wangenheim;Mary Jo Bitner

  413
  Citations

• Postswitching Negative Word of Mouth

  Florian v. Wangenheim

  397
  Citations

• Artificial Intelligence and Marketing: Pitfalls and Opportunities

  Arnaud De Bruyn;Vijay Viswanathan;Yean Shan Beh;Yean Shan Beh;Jürgen Kai Uwe Brock

  395
  Citations

• Targeted Online Advertising: Using Reciprocity Appeals to Increase Acceptance Among Users of Free Web Services

  Jan H. Schumann;Florian von Wangenheim;Nicole Groene

  374
  Citations

• Instant Customer Base Analysis: Managerial Heuristics Often “Get it Right”:

  Markus Wübben;Florian v . Wangenheim

  304
  Citations

• The value of self-service: long-term effects of technology-based self-service usage on customer retention

  Anne Scherer;Nancy V. Wünderlich;Florian Von Wangenheim

  296
  Citations

• Satisfaction, loyalty and word of mouth within the customer base of a utility provider: differences between stayers, switchers and referral switchers

  Florian Wangenheim;Tomás Bayón

  251
  Citations

• Does the employee-customer satisfaction link hold for all employee groups?

  Florian v. Wangenheim;Heiner Evanschitzky;Maren Wunderlich

  237
  Citations

• Consumer ethnocentrism in the German market

  Heiner Evanschitzky;Florian v. Wangenheim;David M. Woisetschläger;Markus Blut;Markus Blut

  237
  Citations

• Mapping the customer journey: Lessons learned from graph-based online attribution modeling

  Eva Anderl;Ingo Becker;Florian von Wangenheim;Jan Hendrik Schumann

  229
  Citations

• Technology mediation in service delivery: A new typology and an agenda for managers and academics

  Jan H. Schumann;Nancy V. Wünderlich;Florian Wangenheim

  190
  Citations

• Behavioral Consequences of Overbooking Service Capacity

  Florian v. Wangenheim;Tomás Bayón

  188
  Citations

• Service & solution innovation: Overview and research agenda☆

  Heiner Evanschitzky;Florian v. Wangenheim;David M. Woisetschläger

  187
  Citations

• A twenty-first century assessment of values across the global workforce

  David A. Ralston;Carolyn P. Egri;Emmanuelle Reynaud;Narasimhan Srinivasan

  182
  Citations

• Cross-Cultural Differences In The Effect Of Received Word-Of-Mouth Referral In Relational Service Exchange

  Jan H . Schumann;Florian v. Wangenheim;Anne Stringfellow;Zhilin Yang

  162
  Citations

• The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis

  Katherine N. Lemon;Florian v. Wangenheim

  160
  Citations

• Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences

  Jan H. Schumann;Florian von Wangenheim;Anne Stringfellow;Zhilin Yang

  157
  Citations