Professoren
a. o. Univ.-Prof. Dr. Florian von Wangenheim

a. o. Univ.-Prof. Dr. Florian von Wangenheim

1. Preis für Innovation in der Dienstleistungsforschung, BMBF-Dienstleistungstagung, 2001
Runner-up, Best Dissertation Award, Academy of Marketing Science, 2003
Finalist, Wissenschaftspreis des Deutschen Markting-Verbandes, 2004
Best paper in services & relationship marketing track award, Winter Conference der American Marketing Association, 2005
Best paper award, International Management Division, Academy of Management Conference, 2006Bücher

Holtbrügge, D., Holzmüller, H. H. & v. Wangenheim, F. (2007): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden (im Druck).

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

Zeitschriftenbeiträge

v. Wangenheim, F. & Bayón, T. (2007): Consequences of Overbooking Service Capacity, Journal of Marketing (forthcoming).

v. Wangenheim F., Evanschitzky, H. & Wunderlich, M. (2007): Does The Employee-Customer Satisfaction Link Hold for all Employee Groups, Journal of Business Research.

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 (forthcoming).

Evanschitzky, H. et al. (2007): Consumer Ethnocentrism in the German Market, International Marketing Review (forthcoming).

Reynaud, E. 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) (im Druck).

v. Wangenheim, F., Bayón, T. & Herrmann, A. (2006): Die Abgabe von Weiterempfehlung – Determinanten und ökonometrische Modellierung, Zeitschrift für betriebswirtschaftliche Forschung (im Druck).

v. Wangenheim, F. & Bayón, T. (2006): Behavioral and Monetary Effects of Capacity Driven (Dis)Services: Why Revenue Management Systems are Due for Change, 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 (9/10), 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., Wünderlich, N. V. & v. Wangenheim, F. (2007): Towards a New Typology for Technology-Mediated Services, to be presented at the 2007 DSI-Mini-Conference, Pittsburgh, PA, USA.

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

Evanschitzky, H., v. Wangenheim, F. & Wunderlich, M. (2007): An Examination of the Links between Employee Satisfaction, Customer Satisfaction and Profitabiltiy: A Time-Series Analysis, AMA – Winter Marketing Educators’ Conference Proceedings, Vol. 20.

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, in: AMA Winter Educator’s Conference Proceedings, 44-45.

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. & Tomás Bayón (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. & Patrick Lentz (2006): Understanding Customer Lifecycle Dynamics: Applications for Customer Risk Segmentation and Lifetime Value Determination, AMA – Winter Marketing Educators’ Conference Proceedings, Vol. 19.

Wübben, M. & v. Wangenheim, F. (2006): Predicting Customer Lifetime Duration and Future Purchase Behavior: Simple Heuristics vs. Complex Models, AMA – Winter Marketing Educators’ Conference Proceedings, Vol. 19.

v. Wangenheim, F. & Bayón, T. (2006): Behavioral and Monetary Effects of Capacity Driven (Dis)Services, AMA – Winter Marketing Educators’ Conference Proceedings, Vol. 19.

Evanschitzky, H., v. Wangenheim, F. & Wunderlich, M. (2006): Making Customers Happy Without Seeing Them, AMA – Winter Marketing Educators’ Conference Proceedings, Vol. 19.

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, D., Hallinger, P., Egri C., v. Wangenheim, F. et al (2005): How Do You Climb the Corporate Ladder? A Mutli-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 Coporate 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. (2004): Purchasing Additional Services in a Customer Loyalty Program: Determinants and a Driver Segmentation, 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, Schottland.

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

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
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 (Hrgs.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden (im Druck).

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 (im Druck).

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 (Hrgs.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden (im Druck).

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, Wiesbaden (im Druck).

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, Wamann, Münster, (im Druck).

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

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, 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., 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): The Effect of Word-of-Mouth on Services Switching Decisions: Perceived Influence and Actual Choice, Working Paper 13/2002, 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 within 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.

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