REFEREED JOURNAL ARTICLES

• 
  Handle with care! Service contract termination as a service delivery task, in: European Journal of Marketing, Vol. 56, p. 3169 - 3196, 2022 (with Ch. Haenel, A. C. Hess) Impact Factor: 5.5
  


• 
  Spotlight Personnel: How Hiring and Turnover Drive Service Performance Versus Demand, in: Journal of Marketing Research, Vol. 59, No. 4, p. 797 - 820, 2022 (with C. Eckert, H. J. van Heerde, S. Hattula) Impact Factor: 5.1
  


• 
  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, No. 3, p. 301-322, 2019 (with M. Hammerschmidt, Ch. Hänel) Impact Factor: 6.0382
  


• 
  Who’s pulling the strings? The motivational paths from marketer actions to user engagement in social media, in: European Journal of Marketing, Vol. 53, No. 9, p. 1808-1832, 2019 (with W. Weiger, M. Hammerschmidt) Impact Factor: 5.5
  


• 
  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 M. Hammerschmidt, W. Weiger)
  


• 
  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 M. Hammerschmidt, S. Hattula, H. J. van Heerde) Impact Factor: 5.89
  


• 
  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 M. Hammerschmidt, T. Arnold) Impact Factor: 3.17
  


• 
  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 M. Hammerschmidt, I. Lenz) Impact Factor: 3.744
  


• 
  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, M. Hammerschmidt) Impact Factor: 2.233
  


• 
  Kundenstatus im Vertrieb: Dos and Don'ts, in: Marketing Review St. Gallen, 32. Jg., Nr. 6, S. 80-87, 2015 (with M. Hammerschmidt, S. Klein)
  


• 
  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 M. Hammerschmidt, A. R. Zablah) Impact Factor: 3.368 - Lead Article -
  

REFEREED CONFERENCE PROCEEDINGS

• Should Marketers Pull the Strings? How to Shape the Impact of Persuasion on Consumer Engagement in Social Media, Baker Retailing Center Conference Proceedings, Philadelphia, USA, The Wharton School, 2017 (with M. Hammerschmidt, W. Weiger)


• Behavioral Engagement in Social Media: Measurement, Antecedents and Purchase Consequences, Proceedings of the ISMS Marketing Science Conference, Los Angeles, USA, 2017 (with M. Hammerschmidt, W.H. Weiger, W.W. Moe)


• Who is Pulling the Strings? The Role of Self-Determination in Shaping User Engagement through Marketer-Generated Content, 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, M. Hammerschmidt)


• Question-Behavior Effect: The Role of Relationship Dynamics, AMA Winter Educators' Conference Proceedings, Orlando, FL, USA, 2017 (with M. Hammerschmidt, S. Klein)


• Behavioral Engagement in Social Media: Measurement, Drivers and Impact on Purchase Behavior, Proceedings of the Informs Annual Meeting, Nashville, USA, 2016 (with M. Hammerschmidt, W. Weiger, W. M. Moe)


• A Painful Break or a Never Ending Agony? The Effects of Service Contract Divestment Approaches on Customer Revenge, AMA Summer Marketing Academic Conference Proceedings, Atlanta, USA, 2016 (with M. Hammerschmidt, Ch. Hänel)


• Firm Value Effects of Stakeholder Welfare Protection and Enhancement: The Role of Marketing Levers, Proceedings of the 42nd EMAC Conference, Oslo, Norway, 2016 (with M. Hammerschmidt, I. Lenz)


• Doing Good After Doing Bad: Firm Value Implications of Distinct Corporate Social Responsibility Engagements, AMA Winter Educators conference Proceedings, Las Vegas, NV, USA, 2016 (with M. Hammerschmidt, I. Lenz)


• The Role of Self-determination in Social Media: Assessing its Drivers and its Impact on Content Generation, Proceedings of the 42nd EMAC Conference, Istanbul, Turkey, 2013 (with M. Hammerschmidt, W. Weiger)


• Self-Determination in Social Media Channels: Antecedents & Impact on Content Generation, AMA Winter Educators Conference Proceedings, Las Vegas, NV, USA, 2013 (with M. Hammerschmidt, W. Weiger)


• Strengthening Firm’s Societal Role – How Compensation Strategies Help to React on Social Misconduct, Proceedings of the 42nd EMAC Conference, Istanbul, Turkey, 2013 (with M. Hammerschmidt, I. Lenz)


• 'Goodwill Hunting' - How Companies Should React on Social Misconduct, AMA Winter Educators Conference Proceedings, Las Vegas, NV, USA, 2013 (with M. Hammerschmidt, I. Lenz)


• An Antagonistic Process Model of the Profitability Impact of Customer Prioritization, AMA Summer Marketing Educators' Conference Proceedings, 2012, Chicago, IL (with M. Hammerschmidt, A. Zablah)


• The Dynamics Underlying Performance Signaling: Insights from the Professional Sports Market, AMA Summer Educators' Conference Proceedings, 2012, Chicago, IL (with M. Hammerschmidt, S. Hattula)


• A Dual Process Model for Enhancing Customer Prioritization Profitability, Proceedings of the 41st EMAC Conference, 2012, Lisbon, Portugal (with M. Hammerschmidt, A. Zablah)


• A Dynamic Model of Fan Behavior When Team Expenditures and Brand Equity Signal Future Performance in Professional Sports Market, Proceedings of the 41st EMAC Conference, 2012, Lisbon, Portugal (with M. Hammerschmidt, S. Hattula)


• Gratitude versus Entitlement: A Dual Process Model of the Profitability Implications of Customer Prioritization, Thought Leadership on the Sales Profession Conference, 2012, Harvard Business School, Cambridge, MA (with A. R. Zablah, M. Hammerschmidt)


• How Companies Should React on Social Misconduct – The Role of In- and Extra-Domain Compensation, AMA Summer Educators Conference Proceedings, Chicago, IL, USA, 2012 (with M. Hammerschmidt, I. Lenz)


• Integration vs. Regulation: What Really Drives User-generated Content in Social Media Channels?, AMA Summer Educators Conference Proceedings, Chicago, IL, USA, 2012 (with M. Hammerschmidt, W. Weiger)


• Are We All Brand Managers? Understanding The Facets And Drivers Of Brand Democratization, Proceedings of the 41st EMAC Conference, Lisbon, Portugal, 2012 (with M. Hammerschmidt, W. Weiger)


• The Impact Of Google Search And Print Media On Private Investors’ Trading Volume, Proceedings of the 41st EMAC Conference, Lisbon, Portugal, 2012 (with N. Jabs, I. Lenz)


• Signaling Quality Across Different Stages of the Organizational Life Cycle, Academy of Marketing Science Annual Conference Proceedings, Coral Gables, Florida, USA, 2011 (with H. Bauer, S. Hattula, M. Hammerschmidt)


• Lagging First or Gaggering First? Signaling Future Business Performance to Different Stakeholders, Proceedings of the 40th EMAC Conference, Ljubljana, Slovenia, 2011 (with H. Bauer, S. Hattula, M. Hammerschmidt)


• Trading off for the Effects of Prioritization Perception and Status Consciousness on Customer Profitability, Proceedings of the 39th EMAC Conference, Copenhagen, Denmark, 2010 (with H. Bauer, M. Hammerschmidt)


• Is Communicating Customer Prioritization a Double-Edged Sword? Exploring the Effects of Perceived Prioritization and Status Consciousness on Customer Loyalty and Profitability, AMA Summer Educators Conference Proceedings, Boston, MA, USA, 2010 (with H. Bauer, M. Hammerschmidt) - awarded with the BEST TRACK PAPER AWARD in the track "Interorganizational Issues in Marketing".


• Can Customer Prioritization Do Harm? Exploring its Effectiveness and Efficiency, AMA Summer Educators Conference Proceedings, Chicago, IL, USA, 2009 (with H. Bauer, M. Hammerschmidt)


• The Impact of Customer Prioritization on the Performance of B2B Relationships, Proceedings of the 38th EMAC Conference, Nantes, France, 2009 (with H. Bauer, M. Hammerschmidt)

BOOKS

• Customer Prioritization in Business-to-Business Marketing: An Analysis from Supplier and Customer Perspectives, Dissertation, Gabler, Wiesbaden, 2012.

BOOK CHAPTERS

• Service Efficiency from the Customer's Perspective as a Success Factor for Electronic Services, in: Bruhn, M. / Georgi, D. / Hadwich, K. (Eds.): Forum Dienstleistungsmanagement 2011: Dienstleistungsproduktitvität, 2011 (with H. Bauer, F. Lammert, M. Hammerschmidt, T. Falk).


• Integration as a Guarantee of Successful Brand Communication: An Empirical Study in the B-to-B Market, in: Baumgarth, C. (Ed.): B-to-B Brand Management: Fundamentals, Concepts and Best Practices, 2009 (with H. Bauer, T. Donnevert, J. Merkel).

WORKING PAPERS

• Every Mistake Counts - Product Errors as an Opportunity for Customer Satisfaction Management, Scientific Working Paper W 124, Institute for Market-Oriented Corporate Management, University of Mannheim, 2009 (with H. Bauer, T. Donnevert, M. Hammerschmidt, T. Falk).