| The effect of word of mouth on services switching FV Wangenheim, T Bayón European Journal of Marketing, 2004 | 494 | 2004 |
| The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition FV Wangenheim, T Bayón Journal of the Academy of Marketing Science 35 (2), 233-249, 2007 | 477 | 2007 |
| Postswitching negative word of mouth FV Wangenheim Journal of service research 8 (1), 67-78, 2005 | 321 | 2005 |
| Instant customer base analysis: Managerial heuristics often “get it right” M Wübben, F Wangenheim Journal of Marketing 72 (3), 82-93, 2008 | 272 | 2008 |
| High tech and high touch: a framework for understanding user attitudes and behaviors related to smart interactive services NV Wünderlich, FV Wangenheim, MJ Bitner Journal of Service Research 16 (1), 3-20, 2013 | 259 | 2013 |
| Satisfaction, loyalty and word of mouth within the customer base of a utility provider: Differences between stayers, switchers and referral switchers F Wangenheim, T Bayon Journal of Consumer Behaviour: An International Research Review 3 (3), 211-220, 2004 | 230 | 2004 |
| Targeted Online Advertising: Using Reciprocity Appeals to Increase Acceptance among Users of Free Web Services JH Schumann, F von Wangenheim, N Groene Journal of Marketing 78 (1), 59-75, 2014 | 219 | 2014 |
| Does the employee–customer satisfaction link hold for all employee groups? F Wangenheim, H Evanschitzky, M Wunderlich Journal of Business research 60 (7), 690-697, 2007 | 199 | 2007 |
| The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. A Scherer, NV Wünderlich, F Von Wangenheim MIS Quarterly 39 (1), 177-200, 2015 | 186 | 2015 |
| Consumer ethnocentrism in the German market H Evanschitzky, F Wangenheim, D Woisetschläger, M Blut International Marketing Review, 2008 | 178 | 2008 |
| Behavioral consequences of overbooking service capacity F Wangenheim, T Bayón Journal of Marketing 71 (4), 36-47, 2007 | 171 | 2007 |
| Service & solution innovation: Overview and research agenda H Evanschitzky, FV Wangenheim, DM Woisetschläger Industrial Marketing Management 40 (5), 657, 2011 | 160 | 2011 |
| Technology mediation in service delivery: A new typology and an agenda for managers and academics JH Schumann, NV Wünderlich, F Wangenheim Technovation 32 (2), 133-143, 2012 | 155 | 2012 |
| Mapping the customer journey: Lessons learned from graph-based online attribution modeling E Anderl, I Becker, F Von Wangenheim, JH Schumann International Journal of Research in Marketing 33 (3), 457-474, 2016 | 148* | 2016 |
| A twenty-first century assessment of values across the global workforce DA Ralston, CP Egri, E Reynaud, N Srinivasan, O Furrer, D Brock, R Alas, ... Journal of business ethics 104 (1), 1-31, 2011 | 138 | 2011 |
| The reinforcing effects of loyalty program partnerships and core service usage: a longitudinal analysis KN Lemon, FV Wangenheim Journal of Service Research 11 (4), 357-370, 2009 | 130 | 2009 |
| Drivers of trust in relational service exchange: understanding the importance of cross-cultural differences JH Schumann, F Wangenheim, A Stringfellow, Z Yang, S Praxmarer, ... Journal of Service Research 13 (4), 453-68, 2010 | 124 | 2010 |
| Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange JH Schumann, F Wangenheim, A Stringfellow, Z Yang, V Blazevic, ... Journal of International Marketing 18 (3), 62-80, 2010 | 123 | 2010 |
| Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context F v Wangenheim Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …, 2003 | 116 | 2003 |
| Societal-Level Versus Individual-Level Predictions of Ethical Behavior: A 48-Society Study of Collectivism and Individualism DA Ralston, CP Egri, O Furrer, MH Kuo, Y Li, F Wangenheim, M Dabic, ... Journal of Business Ethics, 1-24, 2013 | 95 | 2013 |
Jan H. SchumannUniversität PassauVerified email at uni-passau.de
