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Dennis Herhausen is Associate Professor of Marketing at KEDGE Business School. Previously, he was a Visiting Professor at the St.Gallen Institute of Management in Singapore and an Assistant Professor at St.Gallen University, where he obtained his PhD in Business Administration. Before joining academia, he worked as a marketing manager and consultant. His main research interests include social media management, customer journeys and customer experience, multichannel management, and digital transformation. His work has won several awards and been published in top-ranking scientific journals, including the Journal of Marketing, the Journal of Retailing, and the Journal of Service Research. More information about him and his research are available at

    Recent publications
    Publication Year of publication Type of publication
    DE LUCA, L., D. HERHAUSEN, G. TROILO, A. ROSSI, "How and When Do Big Data Investments Pay Off? The Role of Marketing Affordances and Service Innovation", Journal of the Academy of Marketing Science, 2021, vol. 49, no. 4, pp. 790-810 2021 Journal article
    HERHAUSEN, D., R. MORGAN, D. BROZOVIC, H. VOLBERDA, "Re-Examining Strategic Flexibility: A Meta-Analysis of Its Antecedents, Consequences and Contingencies", British Journal of Management, 2021, vol. 32, no. 2, pp. 435-455 2021 Journal article
    HERHAUSEN, D., D. MIOCEVIC, R. MORGAN, M. H. KLEIJNEN, "The Digital Marketing Capabilities Gap", Industrial Marketing Management, 2020, vol. 90, pp. 276-290 2020 Journal article
    HERHAUSEN, D., O. EMRICH, D. GREWAL, P. KIPFELSBERGER, M. SCHOEGEL, "Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality", Journal of Marketing Research, 2020, vol. 57, no. 5, pp. 917-936 2020 Journal article
    HERHAUSEN, D., S. HENKEL, P. KIPFELSBERGER, "One size doesn't fit all: How construal fit determines the effectiveness of organizational brand communication", BRQ Business Research Quarterly, 2020, vol. 23, no. 4, pp. 305-318 2020 Journal article
    HERHAUSEN, D., K. KLEINLERCHER, P. , E. VERHOEF, O. EMRICH, T. RUDOLPH, "Loyalty Formation for Different Customer Journey Segments", Journal of Retailing, 2019, vol. 95, no. 3, pp. 9-29 2019 Journal article
    KIPFELSBERGER, P., H. BRUCH, D. HERHAUSEN, "The impact of customer contact on collective human energy in firms: An organizational level study", Group and Organization Management, 2019, vol. 44, no. 5, pp. 915-952 2019 Journal article
    MORGAN, R., E., D. MIOCEVIC, D. HERHAUSEN, "Capability-driven industrial firms: Considering resources, capabilities, and competencies for marketing developments", Industrial Marketing Management, 2019, vol. 83, pp. 1-7 2019 Journal article
    HERHAUSEN, D., S.LUDWIG, D.GREWAL, J.WULF, M.SCHOEGEL, "Detecting, Preventing, and Mitigating Online Firestorms in Brand Communities", Journal of Marketing, 2019, vol. 83, no. 3, pp. 1-21 2019 Journal article
    HERHAUSEN, D., L. DE LUCA, M. WEIBEL, "The interplay between employee and firm customer orientation: Substitution effect and the contingency role of performance-related rewards", British Journal of Management, 2018, vol. 29, no. 3, pp. 534-553 2018 Journal article
    KLEINLERCHER, K., O.EMRICH, D.HERHAUSEN, P.VERHOEF, T.RUDOLPH, "Websites as Information Hubs –How Informational Channel Integration and Shopping Benefit Density Interact in Steering Customers to the Physical Store", Journal of the Association of Consumer Research, 2018, vol. 3, no. 3, pp. 330-342 2018 Journal article
    HERHAUSEN, D., L.DE LUCA, N.MICELI, R.MORGAN, M.SCHOEGEL, "When does customer-oriented leadership pay off? An investigation of front-stage and backstage service teams", Journal of Service Research, 2017, vol. 20, no. 4, pp. 409-425 2017 Journal article
    HERHAUSEN, D., "Unfolding the ambidextrous effects of proactive and responsive market orientation", Journal of Business Research, 2016, vol. 69, no. 7, pp. 2585-2593 2016 Journal article
    KIPFELSBERGER, P., D.HERHAUSEN, H.BRUCH, "How and when customer feedback influences organizational health", Journal of Managerial Psychology, 2016, vol. 31, no. 2, pp. 624-640 2016 Journal article
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