Bücher

Evanschitzky, H., Wangenheim, F. & Woisetschläger, D. (July 2011): Special Issue on Service & Solution Innovation. Industrial Marketing Management.

Holtbrügge, D., Holzmüller, H. H. & v. Wangenheim, F. (Eds.). (2009): Internationalisierung von Dienstleistungen mit 3K. Konfiguration-Koordination-Kundenintegration. Wiesbaden: Gabler.

Wünderlich, N. V. (2009): Acceptance of Remote Services - Perception, Adoption and Continued Usage in Organizational Settings. Wiesbaden: Gabler. 

Schumann, J. H. (2009): The Impact of Culture on Relationship Marketing in International Service: A Target Group-Specific Analysis in the Context of Banking Services. Wiesbaden: Gabler.

Ackermann, Sebastian, Nancy V. Wünderlich und Florian von Wangenheim (2009): Geschäftsmodelle in virtuellen Spielewelten, München.

Holtbrügge, D., Holzmüller, H. H. & v. Wangenheim, F. (2007): Remote Services - Neue Formen der Inernationalisierung von Diestleistungen, Wiesbaden.

v. Wangenheim, F. (2003): Weiterempfehlung und Kundenwert, Gabler.

Zeitschriftenbeiträge

Uhrich, F., Schumann, J. H. & v. Wangenheim, F. (2013): "The Impact of Consumption Goals on Flat-Rate Choice: Can "Hedonizing" a Service Increase Customers' Propensity to Choose a Flat Rate? Journal of Service Research, (forthcoming).

Mayser, S. & v. Wangenheim, F. (2013): "Perceived Fairness of Differential Customer Treatment: Consumers' Understanding of Distributive Justice Really Matters. Journal of Service Research, (forthcoming).

Wünderlich, Nancy, v. Wangenheim, Florian & Mary J. Bitner (2012): High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research, (forthcoming).

Evanschitzky, H., v. Wangenheim, F. & Wünderlich, N. (2012): Perils of the Service Profit Chain: The Role of Time Lags and Feedback Loops. Journal of Retailing, 88 (3), pp. 356-366.

Schumann, J. H., Wünderlich, N. & v. Wangenheim, F. (2012): Technology mediation in service delivery: a new typology and an agenda for managers and academics. Technovation 32 (2), 133-143.

Wünderlich, N., Schumann, J. H., v. Wangenheim F. & Holzmüller, H. H. (2011): Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben. Zeitschrift für Betriebswirtschaft 9/2011.

Evanschitzky, H., v. Wangenheim, F. & Woisetschläger, D. (July 2011): Service & Solution Innovation: Overview and research agenda. Industrial Marketing Management 40 (5), 657-660.

Ralston, D. A., Egri, C. P., Reynaud, E., Srinivasan, N., Furrer, O. Brock, D., Atlas, R. v. Wangenheim, F., Darder, F. L., & Kuo C. et al. (2011): A Twenty-First Century Assessment of Values Across the Global Workforce. Journal of Business Ethics 104 (1), 1-31.

Schumann, J. H.; v. Wangenheim, F.; Stringfellow, A.; Yang, Z.; Blazevic, V.; Praxmarer, S.; Shainesh, G.; Komor, M.; Shannon R. & Jimenez, F. (2010): Cross-Cultural Differences in the Effect of Received Word-of-Mouth Referral in Relational Service Exchange. Journal of International Marketing 18 (3), 62-80.

Schumann, J. H.; v. Wangenheim, F.; Stringfellow, A.; Yang, Z.; Praxmarer, S.; Jimenez, F.; Blazevic, V.; Shannon, R.; Shainesh, G. & Komor, M. (2010): Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences. Journal of Service Research 13 (4), 453-468.

Michel, S.; Kreuzer, M.; Kühn, R.; Stringfellow, A. & Schumann, J. (2009): "Mass-Customized Products: Are They Bought for Uniqueness or to Overcome Problems with Standard Products?", Journal of Customer Behaviour 8 (4) pp. 307-327.

Ralston, D., Egri, C., Casado, T., Fu, P., v. Wangenheim, F. (2009): The Impact of Life Stage and Social Culture on Subordinate Influence Ethics: A study of Brazil, China Germany and the U.S., Journal of International Management, 15 (4), 374-386.

Ralston, D., Egri, C., Garza Carranza, M., v. Wangenheim, F., Terpestra-Tong, J., Peketri, A. et al.  (2009): Ethical Preferences for Influencing Superiors: A 41-society study. Journal of International Business Studies, 40 (6), 1022-1045.

Lemon, K. & v. Wangenheim, F. (2009): The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage, Journal of Service Research, 11(4), 357-370.

Wübben, M. & v. Wangenheim, F. (2008): Instant Customer Base Analysis - Managerial Heuristics Often 'Get it Right', Journal of Marketing, 72(3), 82-93.

Evanschitzky, H., v. Wangenheim, F., Woisetschläger, D. & Blut, M. (2008): Consumer Ethnocentrism in the German Market, International Marketing Review, 25(1), 7-32.

Mayser, S., Scheibe, S. & Riediger, M. (2008). (Un)Reachable? An empirical differentiation of goals and life longings. European Psychologist, 13, 126-140.

v. Wangenheim, F. & Bayón T. (2007): Behavioral Consequences of Overbooking Service Capacity, Journal of Marketing 71 (4), 36-47.

v. Wangenheim, F., Evanschitzky, H. & Wünderlich M. (2007): Does The Employee-Customer Satisfaction Link Hold for all Employee Groups, Journal of Business Resarch 60 (7), 690-697.

v. Wangenheim, F. & Bayón, T. (2007): The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of the Academy of Marketing Science, 35 (2), 233-249.

v. Wangenheim, F. & Bayón, T. (2007): The Contribution of Word-of-Mouth Referrals to Economic Outcomes of Service Quality and Customer Satisfaction, Journal of the Academy of Marketing Science 35 (2), 233-249.

Reynaud, E., Egri, C. P., Ralston, D. A., Danis, W., Starkus, A. Dabic, M. et al. (2007): The Differences in Values Between Managers of the European Founding Countries, the New Members and the Applicant Countries: Societal Orientation or Financial Orientation?, European Management Journal 25(2), 132-145.

v. Wangenheim, F., Bayón, T. & Herrmann, A. (2006): Die Abgabe von Weiterempfehlung - Determinanten und ökonometrische Modellierung, Zeitschrift für betriebswirtschaftliche Forschung 85(5), 304-336.

v. Wangenheim, F. & Bayón, T. (2006): Behavioral and Monetary Effects of Capacity Driven (Dis)Services: Why Revenue Management Systems are Due for Charge. Marketing Science Institute (MSI) Series 2006 (2), 69-87.

v. Wangenheim, F. (2006): Lifetime Value Prediction at Early Customer Relationship Stages, Marketing Science Institute (MSI) Series 2006 (1), 101-124.

Evanschitzky, H. & v. Wangenheim, F. (2006): Customer Value Based Entry Decision in International Markets, Journal of Relationship Marketing 5 (1), 79-91.

Algesheimer, R. & v. Wangenheim, F. (2006): A Network-Based Approach to Customer Equity Management, Journal of Relationship Marketing 5 (1). 39-57.

v. Wangenheim, F. (2005): Post-Switching Negative Word-of-Mouth, Journal of Service Research 8 (1), 67-78.

Bayón, T. & v. Wangenheim, F. (2005): Ein mehrdimensionales Kundenbindungsmodell mit direkten und moderierenden Einflussvariablen, Marketing - Zeitschrift für Forschung und Praxis 27 (3), 167-183.

v. Wangenheim, F. & Bayón, T. (2004): The Effect of Word-of-Mouth on Services Switching: Measurement and Moderating Variables, European Journal of Marketing 38 (9/19), 1173-1185.

v. Wangenheim, F. & Bayón, T. (2004): Satisfaction, Loyalty and Word-of-Mouth in the Customer Base of a Utility Provider: Differences between Stayers, Switchers and Referral Switchers, Journal of Consumer Behaviour 3 (3), 211-220.

v. Wangenheim, F (2003): Situational Characteristics as Moderators of the Satisfaction-Loyalty Link: An Investigation in a Business-to-Business Context, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 16, 2003, 145-156.

v. Wangenheim, F., Bayón, T. & Lars Weber (2002): Der Einfluss von Persönlicher Kommunikation auf Kundenzufriedenheit, Kundenbindung und Weiterempfehlungsverhalten: Design und Ergebnisse einer empirischen Studie im privaten Strommarkt, Marketing - Zeitschrift für Forschung und Praxis 24 (September), 181-192.

Konferenzbeiträge

Schumann, J. H., Nijssen, E. & Lentz, P. (2011): Cross-Country Variation of Customer Participation Behavior: An Institutional Explanation, to be presented at the AMA Winter Educator's Conference, Austin, TX, USA, 18. - 20.02.2011.

Heuman, Christian; v. Wangenheim, Florian & Lemon, Katherine N. (2011): Does Care Lead to Cash? The Financial Impact of Performance Failures and Its Moderators. To be presented at the 2011 AMA Winter Educators' Conference, Austin, TX, USA.

v. Wangenheim, F., Scherer, A. & Wünderlich, N. V. (2010): Do Self-Services Really Pay Off? A Longitudinal Analysis of Consequences of Self-Service Usage on Customer Relationships, presented at the Frontiers in Service Conference, Karlstad, Sweden, 10.-13.06.2010.

Scherer, A. (2010): Do Self-Services really pay off? An Examination of Behavioral Consequences of Self-Service Usage Compared to Personal Service Usage, presented at the 23rd EMAC Doctoral Colloquium, Copenhagen, Denmark, 30.5.-01.06.2010.

Scherer, A., Wünderlich, N. V., Fähling, J., v. Wangenheim, F.; Leimeister, M., Krcmar H. (2010): Listening to Customers for Solution Innovations: The Case of the Printing Industry, presented at the Frontiers in Service Pre-Conference on Solution Innovations, Karlstad, Sweden, 10.06.2010.

Schumann, J. H. & Wünderlich, N. V. (2010): Spill-Over Effects of Service Failures in Multi-Partner Loyalty Programs: Neglected Threat or Negligible Trifle?, presented at the Frontiers in Service Conference, Karlstad, Sweden, 10. - 13.06.2010.

Schumann, J. H. & Wünderlich, N. V. (2010): Shared Gain, Shared Pain? Spillover Effects in Multi-Partner Loyalty Programs, presented at the 39th EMAC Conference, Copenhagen, Denmark, 01. - 04.06.2010.

Schumann, J. H. & Wünderlich, N. V. (2010): Shared Gain, Shared Pain? Spillover Effects in Multi-Partner Loyalty Programs, Dienstleistungsmanagement Workshop, Hagen, Germany, 22. - 24.04.2010.

Ackermann, Sebastian und Florian von Wangenheim (2010): "Spillover and Interaction Effects in Search Advertising," presented at the 2010 Marketing Science Conference, Köln, Germany.

Ackermann, Sebastian (2010): "Search Advertising: Spill Over and Interaction Effects," presented at the Doctoral Colloquium at the 39th Annual Conference of the European Marketing Academy, Copenhagen, Denmark.

Arnold, Armin R., Jochen Becker & Florian v. Wangenheim (2010): Differences in the information content of marketing and finance induced insider trading activities. 32nd INFORMS Marketing Science Conference, Cologne, Germany.

Demmelmair, Marcus, Florian v. Wangenheim & Armin R. Arnold (2010): Service Productivity and its Links to Firm Performance: Interplay and Trade-offs between Operational and Customer oriented Metrics. 19th Annual Frontiers in Service Conference, Karlstad, Sweden.

Mayser, S. (2010, May). Perceived Fairness of Customer Prioritization and Customer Divestment in B2C Markets. Presented at the Doctoral Colloquium of the 39th Annual Conference of the Euorpean Marketing Academy, Copenhagen, Denmark.

Ackermann, Sebastian (2009): "Geschäftsmodelle in virtuellen Spielewelten - Das Projekt Second Business" präsentiert auf der Internationalen Fachkonferenz ITAForum - Technik, Analyse, Innovation, Berlin.

Schumann, J. H.; v. Wangenheim, F.; Stringfellow, A.; Yang, Z.; Blazevic, V.; Praxmarer, S.; Shainesh, G.; Komor, M.; Shannon, R. & Jimenez, F. (2009): Cross-Cultural Differences in the Effect of Word-of-Mouth in Relational Service Exchange, 14th Cross-Cultural Research Conference, Puerto Vallarta, Mexico, 13. - 16.12.2009.

Schumann, J. H. (2009): Cross-Cultural Differences in Customers' Willingness to Co-Produce Professional Services: Insights from an 11 Country-Study, Quis 11 Conference, Wolfsburg, Germany, 11. - 14.06.2009.

Schumann, J. H.; v. Wangenheim, F. & Zimmer, M. (2009): Cross-Cultural Differences in Customers' Willingness to Co-Produce Professional Services: Insights from an 11 Country-Study, AMA Winter Educator's Conference, Tampa, FL, USA, 20. - 23.02.2009.

Schumann, J. H.; v. Wangenheim, F.; Stringfellow, A.; Yang, Z.; Blazevic, V.; Praxmarer, S.; Shainesh G.; Komor, M.; Shannon, R. & Jimenez, F. (2009): Cross-Cultural Differences in the Effect of Word-of-Mouth in Relational Service Exchange: The Moderating Effect of Uncertainty Avoidance, AMA Winter Educator's Conference, Tampa, FL, USA, 20. - 23.02.2009.

Arnold, Armin R. & v. Wangenheim, Florian (2009): Catch Up With The Best - Relative Customer Satisfaction and Market Value of Firm Equity. 2009 AMA Winter Educator's Conference, Tampa, FL, USA.

Heumann, Christian (2009): Behavioral Responses to Organizational Complaint Handling, in: Proceedings of the Doctoral Colloquium at the 38th Annual Conference of the European Marketing Academy, Nantes, France.

Heumann, Christian (2009): The Effects of Organizational Response Dimensions on Postcomplaint Customer Behavior, in: Proceedings of Quis 11 International Research Symposium on Service Excellence in Management, Wolfsburg, Germany.

Heumann, Christian & v. Wangenheim, Florian (2009): Behavioral Responses to Organizational Complaint Resolution Effort, in: Proceedings of the 2009 AMA Summer Marketing Educators' Conference, Chicago, IL, USA.

Schumann, J. H.; v. Wangenheim, F.; Stringfellow, A.; Praxmarer, S.; Blazevic, V.; Jimenez, F.; Yang, Z.; Shainesh, G. & Komor, M. (2008): Cross-Cultural Differences in the Effect of Word-of-Mouth in Relational Service Exchange: Empirical Evidence for the Moderating Role of Uncertainty Avoidance from an Eight Country Study, 2008, Frontiers in Services Conference, Washington D.C., USA, 02. - 05.10.2008.

Schumann, J. H. (2008): Cross-Cultural Differences in the Effect of Word-of-Mouth on Trust in Relational Service Exchange - Empirical Evidence for the Moderating Role of Uncertainty Avoidance, JIBS Paper Development Workshop, Milan, Italy, 30.06.2008.

Schumann, J. H.; v. Wangenheim, F.; Yang, Z. (2008): Cross-Cultural Differences in the Development of Trust in Relational Service Exchange - An Empirical Analysis in the Banking Context in China and Germany, AMA Winter Educator's Conference, Austin, USA, 17. - 19.02.2008.

Schumann, J. H. (2008): Cross-Cultural Differences in the Development of Trust in Service Providers - An Empirical Analysis in the Banking Context, Cultural Perspectives in Marketing Conference, New Orleans, USA, 16. - 19. Januar 2008.

Arnold, Armin R. & v. Wangenheim, Florian (2008): Reexamining the Link Between Customer Satisfaction and Market Capitalization - An Overestimated Relationship, Proceedings of the 37th annual EMAC Conference, Brighton, UK.

Schumann, J. H.; v. Wangenheim, F.; Yang, Z.; Praxmarer, S.; Jimenez, F.; Komor, M. & Shainesh, G. (2007): Cross-Cultural Differences in the Development of Trust in Relational Service Exchange - An Empirical Analysis of Trust Building in High versus Low Uncertainty Avoidance Cultures, 4th Workshop on Trust within and between Organizations, Amsterdam, Niederlande, 24. - 26.10.2007.

Schumann, J. H. (2007): A Cross-Cultural Comparison of Antecedents and Consequences of Trust in Relational Service Exchange, 2007 DSI-Mini-Conference on Service Science, Pittsburgh, PA, USA, May 24 - 26, 2007.

Wünderlich, N. V. (2007): Understanding the acceptance of interactive and technology-mediated services, presented at the 2007 DSI-Mini-Conference, Pittsburgh, PA, USA.

Schumann, J. H., Wünderlich, N. V. & v. Wangenheim, F. (2007): Towards a New Typology for Technology-Mediated Services, presented at the 2007 DSI-Mini-Conference on Service Science, Pittsburgh, PA, USA, May 24 - 26, 2007.

Schumann, J. H., Wünderlich, N. V. & v. Wangenheim, F. (2007): Towards a New Typology for Technology-Mediated Services, AMA - Winter Marketing Educators' Conference Proceedings, San Diego, CA.

Wübben, M. & v. Wangenheim, F. (2007): Fortune Telling - Taking Customer Base Analysis To The Next Level By Applying Support Vector Machines, presented at the 16th Annual Frontiers in Service Conference, San Francisco, CA, USA.

Evanschitzky, H., v. Wangenheim, F. & Wünderlich, M (2007): An Examination of the Links between Employee Satisfaction, Customer Satisfaction and Profitability: A Time-Series Analysis, AMA - Winter Marketing Educators' Conference Proceedings, San Diego, CA.

Schumann, J. H.; Keller, N. V.; v. Wangenheim, F. & Holzmüller, H. H. (2007): Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics, Proceedings of the 2007 AMA Winter Educator's Conference in San Diego, USA, 16. - 19.02.2007.

Wübben, M., v. Wangenheim, F., Evanschitzky, H., Vogel, V. & Lemon, K. N. (2007): "We will do it for you!" Leveraging your Customers' Cross-Buying Potential by Complementing Cross-Category Purchases Through Value-Added Services", Proceedings of the AMA Winter Educators' Conference, February 2007, San Diego, CA.

v. Wangenheim, F. & Bayón, T. (2006): Consequences of Overbooking Service Capacity, Proceedings of the 35th EMAC Conference, Athens, Greece.

Wübben, M. & v. Wangenheim, F. (2006): Counting Your Customers The Managerial Way, Proceedings of the 35th EMAC Conference, Athens, Greece.

v. Wangenheim, F. & Lentz, P. (2006): Understanding Customer Lifecycle Dynamics: Applications for Customer Risk Segmentation and Lifetime Value Determination. Paper presented at the AMA - Winter Marketing Educators' Conference Proceedings, San Antonio, Texas.

Wübben, M. & v. Wangenheim, F. (2006): Predicting Customer Lifetime Duration and Future Purchase Behavior: Simple Heuristics vs. Complex Models. Paper presented at the AMA - Winter Marketing Educators' Conference Proceedings, San Antonio, Texas.

v. Wangenheim, F. & Bayón, T. (2006): Behavioral and Monetary Effects of Capacity Driven (Dis)Services, AMA - Winter Marketing Educators' Conference Proceedings. St. Petersburg, FL.

Evanschitzky, H., v. Wangenheim, F. & Wunderlich, M. (2006): Making Customers Happy Without Seeing Them, AMA - Winter Marketing Educators' Conference Proceedings. St. Petersburg, FL.

Wübben, M. & v. Wangenheim, F. (2005): Predicting Customer Lifetime Duration and Future Purchase Levels: Complex Models vs. Simple Heuristics, presented at Marketing Dynamics Conference, Sacramento, California, USA.

v. Wangenheim, F. & Bayón, T. (2005): Behavioral and Monetary Effects of Capacity Driven (Dis)Services, Abstracts of the 14th Frontiers in Service Conference.

Ralston, P., Hallinger, P., Egri C., v. Wangenheim, F. et al. (2005): How Do You Climb the Corporate Ladder? A Multi-Regional Analysis of the Ethical Preferences For Influencing Superiors, Academy of Management Conference Best Paper Proceedings, pP1-P6, 6p.

v. Wangenheim, F. & Lentz, P. (2005): Do You Know Your Customer Portfolio: Segmenting Customers According to Lifecycle Dynamics, Proceedings, World Marketing Congress 2005, Münster, Germany.

v. Wangenheim, F. (2005): Predicting Usage Intensity and Upgrading Behavior of Service Customers: A Model for Lifetime Value Estimation at Early Relationship Stages, AMA - Winter Marketing Educators' Conference Proceedings, Vol. 18.

Evanschitzky, H. & v. Wangenheim, F. (2005): Consumer Ethnocentrism: A German Perspective, AMA - Winter Marketing Educators' Conference Proceedings, Vol. 18.

Bayón, T., v. Wangenheim, F. & Backofen, O. (2005): Long- and Short-Term Effects of Up- and Downgrading in the Airline Industry, proceedings of the Marketing Science Institute special conference on Academic-Practitioner-Collaboration, Yale University, NH, December 2004, http://www.msi.org/msi/members/meetings/Conf_041210-p.cfm.

Lentz, P. & v. Wangenheim, F. (2004): Segmenting Customers According to Lifecycle Dynamics, Abstracts of the 13th Frontiers in Service Conference.

Egri, C., Ralston, D., Milton, L., v. Wangenheim, F. et al. (2004): Managerial Perspectives on Corporate Environmental and Social Responsibility in 22 Countries, Academy of Management Conference Best Paper Proceedings, C1-C7.

v. Wangenheim, F. (2004): Opportunism in Interpersonal Consumer Exchange: When Dissatisfaction is Followed by Positive Word-of-Mouth, AMA - Summer Marketing Educators' Conference Proceedings, Vol. 17.

v. Wangenheim, F. & Bayón, T. (2004): Determinants of Cross-Buying Activity in a Loyalty Program: A Longitudinal Analysis, Proceedings of the 33rd EMAC Conference, Murcia, Spain.

v. Wangenheim, F. (2004): Customer Asset Segmentation, Proceedings of the 2004 Marketing Science Conference, Rotterdam.

v. Wangenheim, F. & Bayón, T. (2004): Deception in Interpersonal Consumer Exchanges, Advances in Consumer Research, Vol. XXXI, S. 247-248.

Rothe, H.-J., Metz, A.-M., Böwe, H. & Schumann J. H. (2004): Kundenzufriedenheit - der Einfluss von Stabilität des Kontakts zwischen Unternehmensmitarbeitern und Kunden, In Psychologie und Wirtschaft leben. Aktuelle Themen der Wirtschaftspsychologie in Forschung und Praxis (pp. 567-573), München: Hampp.

Bayón, T. & v. Wangenheim, F. (2003): Questioning Commonly Held Contentions: A Pooled Time Series Cross Section Analysis of Core Service Buying in the Airline Industry, Abstracts of the 12th Annual AMA Frontiers in Services Conference, Washington D.C., USA.

v. Wangenheim, F. & Bayón, T. (2003): A Longitudinal Examination of Cross-Buying Behavior in the Airline Industry, Abstracts of the 12th Annual AMA Frontiers in Services Conference, Washington D.C., USA.

Ralston, D., Hallinger, P., Egri, C., v. Wangenheim, F. & Naothinsuhk, S. (2003): The Effect of Culture and Generation on Workplace Strategies of Upward Influence: A Comparison of Thailand, Germany and the United States, Proceedings of the Academy of International Business Conference.

Bayón, T., v. Wangenheim, F. & Lauffer, C. (2003): Opportunism in Consumer-to-Consumer Exchanges: When Positive Experiences Lead to Negative Word-of-Mouth, Proceedings of the 32nd EMAC Conference, Glasgow, Scotland.

v. Wangenheim, F. & Bayón, T. (2003): Post-Switching Negative Word-of-Mouth, Proceedings of the 32nd EMAC Conference, Glasgow, Scotland.

v. Wangenheim, F. & Bayón, T. (2002): The Economic Value of Customer Word-of-Mouth Referrals: Conceptualization and Empirical Results, Proceedings of the Marketing Science Institute Special Conference on Linking Marketing to Financial Performance, http://www.msi.org/msi/02-10-04p.cfm.

v. Wangenheim, F. & Bayón, T. (2002): Towards A Model For Estimating the Economic Value of Word-of-Mouth Referrals, Proceedings of the 31st EMAC Conference, Braga, Portugal.

Buchbeiträge

Hummel, C., Heumann, C. & v. Wangenheim, F. (2012): Customer Experience Management in der Praxis: State of the Art in der Telekommunikationsindustrie, in: Bruhn, M. & Hadwig, K. (Hrsg.): Customer Experience. Forum Dienstleistungsmanagement. Wiesbaden: Gabler (forthcoming).

v. Wangenheim, F. & Geser, C. (2012): Kundenwertprognose, in: Mertens, P.: Prognoserechnung (forthcoming).

Wübben, M. & v. Wangenheim, F. (2011): Instant Customer Base Analysis, in: Gigerez, G., Hertwig, R. & Pachur, T. (Eds.): Heuristics: The Foundations of Adaptive Behaviour. New York: Oxford University Press.

v. Wangenheim, F., Arnold, A. & Heumann, C. (2011): Kundenanalyse, in: Homburg, C. & Wieseke, J. (Hrsg.): Handbuch Vetriebsmanagement: Strategie - Führung - Informationsmanagement - CRM. Wiesbaden: Gabler.

Schumann, J. H., Betzler, D., Nusswald, M, & v. Wangenheim, F. (2010): Remote Services - Wege für den Export wissensintensiver Dienstleistungen. In: H. Krcmar, T. Böhmann & R. Sarkar (Eds.): Export und Internationalisierung wissensintensiver Dienstleistungen (pp. 77 - 105). Lohmar: Eul.

Scherer, A., Zimmer, M., v. Wangenheim, F. (2009): Kundenintegration bei internationalen Dienstleistungen. Theoretische Einordnung, Motive und Herausforderungen, in: D. Holtbrügge, H. Holzmüller, F. v. Wangenheim (Eds.): Management internationaler Dienstleistungen mit 3K (pp.57-78). Wiesbaden: Gabler.

Zimmer, M., Scherer, A., v. Wangenheim, F. (2009): Kundenintegration und Konfiguration in der Marktforschungsbranche. Data - Information - Knowledge. Kundenintegration und Konfiguration in der Marktforschungsbranche. In: D. Holtbrügge, H. Holzmüller, F. v. Wangenheim (Eds.): Management internationaler Dienstleistungen mit 3K (pp. 233-253). Wiesbaden: Gabler.

Schumann, J. H., Hammes, D., v. Wangenheim, F., Steinbach, A. (2009): Lösungsansätze für Herausforderungen interkultureller Zusammenarbeit am Beispiel des Offshorings von IT-Dienstleistungen. In: Personal- und Organisationsentwicklung bei der Internationalisierung von industriellen Dienstleistungen, hrsg. v. Zink et al. (pp. 7-26). Heidelberg: Physika-Verlag.

Wünderlich, Nancy V., Sebastian Ackermann und Florian von Wangenheim (2009): Geschäftsmodelle in virtuellen Spielewelten: Eine Bestandsaufnahme, in: Ackermann, S., N. Wünderlich und F. von Wangenheim (Hrsg.): Geschäftsmodelle in virtuellen Spielewelten, München.

Strassberger, Florian, Nancy V. Wünderlich und Sebastian Ackermann (2009): In-Game Advertising Akzeptanz: neue Chancen für Betreiber und Werbetreibende, in: Ackermann, S., N. Wünderlich und F. von Wangenheim (Hrsg.): Geschäftsmodelle in virtuellen Spielewelten, München.

Timm, Christian und Sebastian Ackermann (2009): "Geschäftsmodelle in eSports: eine qualitative Untersuchung der Electronic Sports League (ESL), in: Ackermann, S., N. Wünderlich und F. von Wangenheim (Hrsg.): Geschäftsmodelle in virtuellen Spielewelten, München.

Ingwald, J., Wiedemann, K., Holzmüller, H. H., Holtbrügge, D., Scherer, A., v. Wangenheim, F. (2009): Das 3K Projekt - Empirische Analysen der Konfiguration, Koordination und Kundenintegration von internationalen Dienstleistungsunternehmen: Darstellung des Forschungsplans und erster Forschungsergebnisse, in: Moser, R. (Hrsg.): Internationale Unternehmensführung - Entscheidungsfelder und politische Aspekte, Wiesbaden.

v. Wangenheim, F., Holtbrügge, D., Holzmüller, H. H., Wünderlich, N. V., Schumann, J. H. & Schillo, K. (2008): Remote Services - Herausforderungen der Erbringung fernerbrachter Dienstleistungen, in: I. Gatermann & M. Fleck (eds.): Technologie und Dienstleistung: Innovation in Forschung, Wissenschaft und Unternehmen, Frankfurt/Main: Campus.

Hammes, D., Schumann, J. H., Steinbach, A. & v. Wangenheim, F. (2007): Interkulturelle Problemfelder beim Offshoring von IT-Dienstleistungen nach China und Indien sowie Lösungsansätze aus der Unternehmenspraxis, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, (pp. 67-88). Wiesbaden: Gabler.

Betzler, D., Schumann, J. H., Nusswald, M. & v. Wangenheim, F. (2007): Erfolgsfaktoren für das Kunden- und Personalmanagement bei ferngelenkten Dienstleistungen - Best Practices bei Hewlett-Packard, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden.

Wünderlich, N. V. & v. Wangenheim, F. (2007): Die zukünftige Entwicklung von Remote Services in Deutschland - Ergebnisse einer Delphi-Studie, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen (pp. 181-193). Wiesbaden: Gabler.

Wünderlich, N. V., Zoll, S. & Holzmüller, H. H. (2007): Möglichkeiten und Grenzen der Fernwartung in der industriellen Bildverarbeitung - Falldokumentation des Unternehmens Asentics, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler.

Wünderlich, N. V. & Pfeffer, M. (2007): Internetbasierte Remote Services bei der Heidelberger Druckmaschinen AG, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler.

Wünderlich, N. V., Schumann, J. H., v. Wangenheim, F. & Holzmüller, H. H. (2007): Ferngesteuerte Dienstleistungen - betriebswirtschaftliche Spezifika, Terminologie und Herausforderungen für das Management, in: D. Holtbrügge, H. H. Holzmüller und F. v. Wangenheim (Hrsg.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen (pp. 3-26). Wiesbaden: Gabler.

Wübben, M. & v. Wangenheim, F. (2006): Parameter Estimation in the Pareto/NBD Model, in Innovatives Dienstleistungsmarketing in  Theorie und Praxis, Kleinaltenkamp, M. (Hrsg.), Germany, Wiesbaden.

v. Wangenheim, F. (2005): Kundenorientierte Führung von Dienstleistungsbetrieben, in: Konrad, E.: Aspekte erfolgreicher Unternehmensgründungen. Münster: Wamann.

v. Wangenheim, F. & Holzmüller, H. H. (2005): Gestaltung von Dienstleistungen - Gutstheoretische und kundenorientierte Determinanten, in: Herrmann, T./Kleinbeck, U./Krcmar, H.: Service Engineering, Physika, Heidelberg, 247-261.

v. Wangenheim, F. (2004): Dauer, Tiefe und Breite von Kundenbeziehungen: Forschungsstand und offene Fragen, in: Meyer, A.: Dienstleistungsmarketing, Impulse für Forschung und Praxis, Gabler, Wiesbaden, 263-277.

v. Wangenheim, F. (2001): Der Ökonomische Wert von Weiterempfehlungen, Konferenzunterlagen der 4. Dienstleistungstagung des Bundesministeriums für Bildung und Forschung, Bonn, 2001.

Working Paper

Hammes, D., Schumann, J. H., Steinbach, A. & v. Wangenheim, F. (2007): Interkulturelle Problemfelder beim Offshoring von IT-Dienstleistungen nach China und Indien sowie Lösungsansätze aus der Unternehmenspraxis, Working Paper Nr. 1 des Lehrstuhls für Dienstleistungs- und Technologiemarketing, Technische Universität München, München.

Betzlar, D., Schumann, J. H., Nusswald, M. & v. Wangenheim, F. (2007): Erfolgsfaktoren für das Kunden- und Personalmanagement bei ferngelenkten Dienstleistungen - Best Practices bei Hewlett-Packard, Working Paper Nr. 2 des Lehrstuhls für Dienstleistungs- und Technologiemarketing, Technische Universität München, München.

Schumann, J. H., Keller, N. V. & v. Wangenheim, F. (2006): Technology-Mediated Services: A Typology and Implications for Research and Management, EXFED Working Paper Series No. 1, Dortmund.

Keller, N. V. & Stolper, M. (2006): Measurement of relationship quality in B2B-Marketing, Working Paper No. 15 of the Chair of Marketing at the University of Dortmund, Dortmund.

Keller, N. V., Schumann, J. H., v. Wangenheim, F. & Holzmüller, H. H. (2006): Ferngesteuerte Dienstleistungen - betriebswirtschaftliche Spezifika, Terminologie und Herausforderungen für das Management, Working Paper Nr. 16 des Lehrstuhls für Marketing, Universität Dortmund, Dortmund.

v. Wangenheim, F. (2003): Opportunism in C-C Exchanges, No. 13, Working Paper Series in Marketing, Universität Dortmund.

Bayón, T. & v. Wangenheim, F. (2003): A Panel-Analytic View on Core Service Buying in Customer Relationships, Working Paper 17/2003, School of Business Administration, International University in Germany, Bruchsal.

v. Wangenheim, F. & Bayón, T. (2002): Valuation of Customers' Word-of-Mouth Referrals: Approach and First Results, Working Paper 10/2002, School of Business Administration, International University in Germany, Bruchsal.

v. Wangenheim, F. & Bayón, T. (2001): Direct and Moderated Effects of Customer Satisfaction on two Dimensions of Loyalty in a Business-to-Business Context, Working Paper 09/2001, School of Business Administration, International University in Germany, Bruchsal.

v. Wangenheim, F. & Bayón, T. (2001): Satisfaction, Loyalty and Word-of-Mouth wihtin a Firm's Customer Base: Differences Between Stayers, Switchers and Referral Switchers, Working Paper 06/2001, School of Business Administration, International University in Germany, Bruchsal.

v. Wangenheim, F. & Bayón, T. (2001): Der Einfluss von persönlicher Kommunikation auf Kundenzufriedenheit, Kundenbindung und Involvement: Eine empirische Studie im privaten Strommarkt, Working Paper 04/2001, School of Business Administration, International University in Germany, Bruchsal.