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Dennis HERHAUSEN

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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 https://www.alexandria.unisg.ch/persons/1709.

    Recent publications
    Publication Year of publication Type of publication
    HERHAUSEN, D., "How to Keep Complaints from Spreading", Harvard Business Review, 2020, no. 99, pp. 19-23 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" Forthcoming Journal of Marketing Research 2020 Journal article
    HERHAUSEN, D., R.MORGAN, D.BROZOVIC, H.VOLBERDA, "Re-Examining Strategic Flexibility: A Meta-Analysis of Its Antecedents, Consequences and Contingencies" Forthcoming British Journal of Management 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
    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
    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., 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
    HERHAUSEN, D., J.BINDER, M.SCHOEGEL, A.HERRMANN, "Integrating bricks with clicks: Retailer-level and channel-level outcomes of online-offline channel integration", Journal of Retailing, 2015, vol. 91, no. 2, pp. 309 - 325 2015 Journal article
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