Florian von Wangenheim

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Firms can now serve personalized recommendations to consumers who return to their website, based on their earlier browsing history on that website. At the same time, online advertising has greatly advanced in its use of external browsing data across the web to target internet ads. ‘Dynamic Retargeting’ integrates these two advances, by using information(More)
Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21 century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift(More)
Customer trust is of vital importance for relationship marketing in services. Service providers increasingly market their services globally, yet few researchers have addressed differences in customer trust across cultures. Our research fills this void by proposing a model, based on existing trust literature, that suggests the overall feeling of trust in the(More)
The effects of word of mouth (WOM) on the receiver’s attitudes and intentions have been studied at length, but behavioral outcomes have received less attention. In this paper, we study the effects of WOM in the context of service provider switching. We conduct an empirical study in which we research whether perceived influence of a switching referral is(More)
David A Ralston, Carolyn P Egri, Marı́a Teresa de la Garza Carranza, Prem Ramburuth and Jane Terpstra-Tong, Andre A Pekerti, Ilya Girson, Harald Herrig, Marina Dabic, Moureen Tang, Paulina Wan, Philip Hallinger, Ian Palmer, Detelin S Elenkov, Olivier Furrer, Vojko V Potocan, Florian V Wangenheim, Isabelle Maignan, Pamela L Perrewé, Ana Maria Rossi, Tomasz(More)
Following the principles of relationship marketing, many service providers treat customers differently based on their profitability. We investigate consumers’ fairness perceptions of such differential customer treatment in two major service economies, the United States and Germany. Applying the concept of distributive justice to differential customer(More)
Addressing the differences in the preferred learningstyles of students in the world of online learning using the available technological resources to foster student learning provides educators with unique opportunities and challenges. The means by which to integrate these resources with the VAK (Visual, Auditory, Kinesthetic) learning-styles model is(More)