Tobias Kraemer

• Ph.D.
• Professor (Assistant) at University of Koblenz and Landau

Although considerable amounts of research have been devoted to the formation of turnover intentions, the influence of pride in personal performance (PP), which is one of the most frequently felt workplace emotions, has been largely neglected. Employing a three-stage study design, this article explores how PP develops, and how it affects turnover in...

The sustained development and successful introduction of innovations continues to be of major concern for companies’ long-term success. However, empirical research points to high failure rates of innovations, indicating that most new products fail as they are rejected by consumers due to their resistance to innovation. Several studies have confirme...

Every company is buzzing “innovation” these days, while continuously launching new products. Yet previous studies point to high failure rates and suggest that most innovations get rejected due to consumers' innovation resistance. Within this respect, prior research acknowledges the role of passive innovation resistance as significant inhibitor for...

Purpose - Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands–resources model, this study examines how emotional exhaustion and organizational pride affect turnover intentions. In addition, it investigates how emotional exhaustion and organizational pride are formed by job...

Purpose Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in the literature. The purpose of the paper is therefore to investigate whether cu...

Purpose As consumer debt can substantially impair subjective well-being, it is crucial for research to gain insights into how consumers can be motivated to improve financial planning. This paper aims to investigate how frontline employees in financial services can help consumers regulate their financial planning behaviors and how financial service...

Conspiracy theories are increasingly emerging as a threat to contemporary society. Prior research highlights the crucial role that information technology (IT) plays in accelerating the spread of these theories. However, mass media coverage suggests that the role of IT extends beyond mere dissemination as conspiracy theories often target the technol...

In the face of increasing digitization, companies must make significant changes to their offerings and operations to remain competitive. This digital transformation of organizations includes a digital transformation of the workplace, which is often met with resistance from employees. While it is recognized that reducing employee resistance is cruci...

This study delves into the intricate relationship between customers' willingness to co-create (WCC) and the required level of co-creation (LCC) for effective service innovation adoption. In response to recent findings suggesting a "co-creation sweet spot," beyond which additional co-creation activities have detrimental effects, this research aims t...

In recent years, video games have been on the rise as entertainment goods, leading to a growing interest by practitioners, researchers, and, of course, consumers alike. While a few unusually successful video games produce overall high revenues, most released games struggle to break even. Hence, there is an urgent need to better understand what dist...

Due to rapid technological advances and the increasing diffusion of smart devices, public health applications (apps) have become an integral aspect of public health management. Yet, as governments introduce innovative public health apps (e.g., contact tracing apps, data donation apps, ehealth apps), they have to confront controversial debates that...

In recent years, the video game industry has invested significant amounts in the development of innovative elements for its products. However, it is still subject to debate whether these R&D investments always pay off. While prior research has confirmed that enhancing product innovativeness increases business performance in certain industries, corr...

Online reputation systems (ORS) are large-scaled Internet platforms that collect, distribute, and aggregate feedback and word-of mouth (WOM) about products, services or companies as such (Dellarocas 2003). Although there is a wide range of marketing and business research on ORS, the vast majority of extant studies focusses on consumer reviews of pr...

Many firms aim to create positive emotional experiences, and even delight, for their customers with the end desire of creating loyal customers. However, there is a lack of research evaluating tactics that firms can employ to create these emotions. In response, the current research evaluates the impact of an after-service gift on customer emotions a...

Developing and marketing innovations is a major challenge for organisations. Thus, a large body of research has analysed factors influencing innovation adoption and identified passive innovation resistance (PIR) as a crucial inhibitor. However, extant studies failed to examine whether predictors and consequences vary for the two different types of...

While previous studies have demonstrated that organizational pride (OP) enhances frontline employees’ customer-oriented behavior (COB), they have neglected to address the dynamics of the relationship. This research helps close this gap by elaborating on a theory of spirals positing that the extent of COB depends not only on current levels of OP but...

In a pre-social media time, a company’s online reputation was shaped to a large extent by business-to-customer communication via corporate websites. In the wake of Web 2.0 and social media, however, consumers are able to participate in the reputation creation process by writing reviews on online reputation systems (ORS) (King et al. 2014; Serra and...

Scientific research and innovation management practice have emphasised the important role of individual competencies in meeting the challenges of the digital transformation. However, it still lacks empirical studies that strive to determine how certain competencies of employees might affect the success of the digital transformation itself. In order...

Empirical research reveals that many new products fail as a result of consumers' passive resistance to innovation. Moreover, extant research suggests that high levels of stimulation induced by radical innovations even enhance negative effects of passive innovation resistance. However, empirical evidence for these propositions is still rare. Consequ...

Der Erfolg vieler Dienstleistungsunternehmen wird in Zukunft noch stärker von der Fähigkeit abhängen, Kundenbeziehungen langfristig zu sichern. Für den Aufbau und die Aufrechterhaltung anhaltender Beziehungen sind die von den Mitarbeitern gelebte Orientierung gegenüber den Kunden während der Leistungserstellung (vgl. Arnett et al. 2002) [3] sowie d...

Um Kunden langfristig zu binden, reicht es häufig nicht mehr aus, sie lediglich zufriedenzustellen. Stattdessen gilt es, Kunden durch exzellente Dienstleistungen zu begeistern. In diesem Artikel wird ein Wirkmodell vorgestellt, das zeigt, wie Unternehmen durch die gezielte Generierung von Mitarbeiterstolz einen exzellenten Kundenservice und Kundenb...