CRM: Wissenschaftliche Publikationen

2010

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Blut, Markus und David M. Woisetschläger (2010):
Determinants of Cross-Buying: A Re-Examination
Proceedings of the 2010 AMA Winter Marketing Educators’ Conference, New Orleans, LA, USA.

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Brock, Christian, Markus Blut, Heiner Evanschitzky, Peter Kenning und Martin Ahlert (2010):
Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Die Betriebswirtschaft, Jg. 70, Nr. 1

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Evanschitzky, Heiner und Barbara Caemerer (2010):
Roads to Customer Performance: Investing Wisely in the Service-Profit Chain
Proceedings of the 2010 AMA Winter Educators' Conference, New Orleans, USA.

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Brock, Christian, Heiner Evanschitzky, Markus Blut und Clay Voorhees (2010):
Service Recovery Paradox: Myth or Reality?
Proceedings of the 2010 AMA Winter Educators' Conference, New Orleans, USA.

2009

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Evanschitzky, Heiner, B. Ramaseshan, B. und Verena Vogel (2009):
Consequences of Program Loyalty and Brand Loyalty
Proceedings of the 2009 AMA Summer Educators' Conference, Chicago, USA.

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Evanschitzky, Heiner und Christian Brock (2009):
The Forgiving Customer: Commitment, Intentions, and Behavior after Critical Incidents
Proceedings of the 2009 Academy of Marketing Science – World Marketing Congress, Oslo, Norway.

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Seiter, Mischa, Carsten Schwab, Tobias Heußler und Manuel Michaelis (2009):
Quantifying Value-to-the-Customer of Product-Related Services - First Empirical Results,
in: Stauss, B., Brown, S., Edvardsson, B., Johnston, R. (Hrsg.), Moving Forward with Service Quality, QUIS 11 Conference Proceedings (11th International Research Symposium on Service Excellence in Management), Ingolstadt, S. 614–623.

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Woisetschläger, David M. und Heiner Evanschitzky (2009):
The Swings and Roundabouts of Promotions in Contractual Service Relationships
Proceedings of the 2009 AMA Summer Marketing Educators’ Conference, Chicago, USA.

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Woisetschläger, David M., Ina Garnefeld und Andreas Eggert (2009):
Can Successful Customer Acquisition Hurt the Existing Customer Base?
Proceedings of the 2009 AMA Summer Marketing Educators’ Conference, Chicago, USA.

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Woisetschläger, David M., Alke K. Töllner und Gerald Schönbucher (2009):
Behavioral Differences of Customers Acquired by Word-of-Mouth or Marketing: An Empirical Assessment
Proceedings of the 2009 AMA Winter Marketing Educators' Conference, Tampa, USA.

2008

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Blut, Markus und David M. Woisetschläger (2008):
The Mediating Effect of Customer Satisfaction between Switching Costs and Customer Loyalty
Proceedings of the 2008 AMA Winter Marketing Educators' Conference, Austin, USA.

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Brock, Christian, Heiner Evanschitzky und Dieter Ahlert (2008):
Complaint and Switching Intention After Service Failures: The Role of Affective Commitment and Complaint Barriers AMA SERVSIG 2008 International Research Conference Liverpool, UK.

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Eiting, Alexander, Markus Blut, Heiner Evanschitzky und David M. Woisetschläger (2008):
Modeling Complex Interactions of Switching Barriers: A Latent Profile Approach
Proceedings of the 2008 AMA Summer Marketing Educators' Conference, San Diego, USA.

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Evanschitzky, Heiner, Christian Brock und Dieter Ahlert (2008):
Complaint Intention of Dissatisfied Customers: The Moderating Role of Affective Commitment
Proceedings of the 2008 Academy of Marketing Science Annual Conference, Vancouver, Canada.

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Evanschitzky, Heiner, Gopalkrishnan R. und Barbara Caemmerer (2008):
Dimensions of Satisfaction in Retail Settings: A Research Note
Journal of Relationship Marketing, Vol. 7, No. 3, S. 275-285.

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Evanschitzky, Heiner und David M. Woisetschläger (2008):
Too Old to Choose? The Effects of Age and Age Related Constructs on Consumer Decision Making
Advances in Consumer Research, Vol. 35, S. 630-636.

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Jockisch, Maike, David M. Woisetschläger und Heiner Evanschitzky (2008):
Do You Think I Am Blind? - Effects of New Customer Acquisition Promotion on Existing Customers
Proceedings of the 37th EMAC Conference, Brighton, UK.

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Lentz, Patrick, David M. Woisetschläger und Heiner Evanschitzky (2008):
Are Newspaper Subscribers Closely Connected or just Bound by Contract?
Proceedings of the 2008 AMA Winter Marketing Educators' Conference, Austin, USA.

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Ramaseshan, B., Heiner Evanschitzky und M. Johnston (2008):
Mediating Effect of Program Loyalty on the Relationships between Value Perception and Relationship Investment on Customer Loyalty, Proceedings of 2008 ANZMAC, Sydney, Australia.

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Vogel, Verena, Heiner Evanschitzky und B. Ramaseshan (2008):
Customer Equity Drivers and Future Sales
Journal of Marketing, Vol. 72, No. 6, S. 98-108.

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Walsh, Gianfranco, Heiner Evanschitzky und Maren Wunderlich (2008):
Identification and Analysis of Moderator Variables: Investigating the Customer Satisfaction-Loyalty Link
European Journal of Marketing, Vol. 42, No. 9/10, S. 977-1004.

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Woisetschläger, David M., Heiner Evanschitzky und Maike Jockisch (2008):
Incentives for New Customer Acquisition and Their Impact on Existing Customers
Proceedings of the 2008 Global Marketing Conference, Shanghai, China.

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Woisetschläger, David M., Heiner Evanschitzky, Maike Jockisch und Ian Grant (2008):
New Customer Promotions and Their Impact on Existing Customers
Proceedings of the 2008 Academy of Marketing Science Conference, Vancouver, Canada.

2007

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Blut, Markus, Heiner Evanschitzky, Verena Vogel und Dieter Ahlert (2007):
Switching Barriers in the Four-Stage Loyalty Model
Advances in Consumer Research, Vol. 34, S. 726-734.

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von Wangenheim, Florian, Heiner Evanschitzky und Maren Wunderlich (2007):
The Employee-Customer Satisfaction Link: Does It Hold For All Employee Groups?
Journal of Business Research, Vol. 60, No. 7, S. 690-697.

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Evanschitzky, Heiner, Gopalkrishnan R. Iyer, Hilke Plaßmann, Jörg Nießing und Heribert Meffert (2006):
The Relative Strength of Affective Commitment in Securing Loyalty in Service Relationships
Journal of Business Research, Vol. 59, No. 12, S. 1207-1213.

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Evanschitzky, Heiner und Maren Wunderlich (2006):
An Examination of Moderator Effects in the Four-Stage Loyalty Model
Journal of Service Research, Vol. 8, No. 4, S. 330-345.

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Evanschitzky, Heiner, Gopalkrishnan R. Iyer, Josef Hesse und Dieter Ahlert (2004):
E-Satisfaction: A Re-Examination
Journal of Retailing, Vol. 80, No. 3, S. 239-247.