Florian Wangenheim
Florian Wangenheim
ETH Zürich, D-MTEC, Professor of Technology Marketing
Verified email at ethz.ch
Cited by
Cited by
The effect of word of mouth on services switching
FV Wangenheim, T Bayón
European Journal of Marketing, 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
Postswitching negative word of mouth
FV Wangenheim
Journal of service research 8 (1), 67-78, 2005
Instant customer base analysis: Managerial heuristics often “get it right”
M Wübben, F Wangenheim
Journal of Marketing 72 (3), 82-93, 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
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
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
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
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
Consumer ethnocentrism in the German market
H Evanschitzky, F Wangenheim, D Woisetschläger, M Blut
International Marketing Review, 2008
Behavioral consequences of overbooking service capacity
F Wangenheim, T Bayón
Journal of Marketing 71 (4), 36-47, 2007
Service & solution innovation: Overview and research agenda
H Evanschitzky, FV Wangenheim, DM Woisetschläger
Industrial Marketing Management 40 (5), 657, 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
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
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
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
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
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
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
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
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