Oliver Götz

• Dr.
• Professor (Full) at Reutlingen University

Customer relationship management (CRM) is one of the most frequently adopted management tools and has received much attention in the literature. From a company-wide perspective, CRM is viewed as a complex process requiring interventions in different company areas. Previous research has already highlighted the pitfalls and failures related to a part...

Steady customer losses put firms under pressure to acquire new accounts, which is both costly and risky. Lacking knowledge about their prospects, firms often use a large array of predictors obtained from list vendors, which rapidly creates massive high-dimensional data problems. Selecting the appropriate variables and their functional relationships...

Das Ziel der vorliegenden Studie war es, den Zusammenhang zwischen der Implementierung von CRM-Prozessen und der Kundenzufriedenheit zu analysieren. Unsere Untersuchung ist einigen grundsätzlichen Beschränkunfen unterworfen. CRM ist immer noch ein relativ junges Forschungsgebiet, dessen Prozesse sich im Zeitablauf mit großer Wahrscheinlichkeit noch...

While the topic of Customer Relationship Management (CRM) has generated an increasing amount of research attention in recent years, still lacking is a comprehensive overview that helps to explain how companies can implement CRM successfully. To address these issues, this article identifies and discusses factors that are associated with a greater de...

Marketing channels are among the most important elements of any value chain. This is because the bulk of a nation’s manufacturing output flows through them. The intermediaries (e.g., distributors, wholesalers, retailers) constituting marketing channels perform specific distribution functions, such as transportation, storage, sales, financing, and r...

Blended learning is becoming increasingly important in information systems research and education. One major drawback is to foster student’s motivation to actively participate in blended learning environments. There is still little understanding about the perceived value of incentives and components of learning management systems. Therefore, we inv...

Since little is known about whether both marketing and sales functions pay off in market-oriented companies, this research analyzes the interaction between market orientation and the departmental power of marketing and sales within the firm. Data collected across five industries on the marginal effect of marketing’s departmental power on business p...

To survive competition, it is vital for firms to be innovative. As a firm's cultural predisposition, organisational innovativeness provides an environment that fosters innovations and thus actively supports new product or service development. The purpose of this study is to measure organisational innovativeness and its multiple dimensions from a cu...

Die Bedeutung des Beziehungs-Marketing hat in den letzten Jahren sowohl in der Praxis als auch in der wissenschaftlichen Forschung stark zugenommen. Insbesondere die jüngere Marketing-Literatur ist von zahlreichen Beiträgen geprägt, die sich mit Konstrukten und Phänomenen von Kundenbeziehungen, wie Kundennähe, -orientierung, -zufriedenheit und -bin...

Existing marketing research has examined different factors leading to customer loyalty. The majority of these studies focus on the impact of consumer characteristics (e.g., attitude, emotions and motivation) on customer loyalty. However, very little effort has been made to examine customer loyalty from a managerial perspective. There is a particula...

The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous new ways and also supply researchers’ access to ri...

This paper gives a basic comprehension of the partial least squares approach. In this context, the aim of this paper is to develop a guide for the evaluation of structural equation models, using the current statistical methods methodological knowledge by specifically considering the Partial-Least-Squares (PLS) approach’s requirements. As an advanta...

The broader goal of this paper is to provide social researchers with some analytical guidelines when investigating structural equation models (SEM) with predominantly a formative specification. This research is the first to investigate the robustness and precision of parameter estimates of a formative SEM specification. Two distinctive scenarios (n...

This paper outlines how managers involved in sponsorship decisions view the impacts of different levels of sponsorship on brand equity. The moderating role of fit between sponsor and sponsee is also investigated. The study participants were managers involved in sponsoring football clubs in the Netherlands. Sports sponsorship was conceptualised as a...

This paper outlines how managers involved in sponsorship decisions view the impacts of different levels of sponsorship on brand equity. The moderating role of fit between sponsor and sponsee is also investigated. The study participants were managers involved in sponsoring football clubs in the Netherlands. Sports sponsorship was conceptualised as a...

The broader goal of this paper is to provide social researchers with some analytical guidelines when investigating structural equation models (SEM) with predominantly a formative specification. This research is the first to investigate the robustness and precision of parameter estimates of a formative SEM specification. Two distinctive scenarios (n...

Der aktuelle Wettbewerbs- und Kostendruck, der auf den Unternehmen lastet, und die Erkenntnis, dass jahrzehntelang erfolgreiche Strategien den Anforderungen des Wettbewerbs nicht mehr entsprechen, führen dazu, dass dem Customer Relationship Management (CRM) in Forschung und Praxis immer mehr Bedeutung beigemessen wird. Angesichts stagnierender Märk...

Öffentlich-rechtliche wie private Fernsehsender berichten in der jüngsten Vergangenheit nicht nur über eine geringere Senderloyalität ihrer Zuschauer, sondern beklagen auch eine nachhaltige Zurückhaltung der werbetreibenden Unternehmen, Werbezeiten zu buchen. Die derzeitige wirtschaftliche Stagnation hat nach internen Informationen von Sendern dazu...