Gianfranco Walsh's research while affiliated with Friedrich Schiller University Jena and other places
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Publications (256)
Growing digitization is accompanied by a concomitant increase in customer integration, making the customer an even more integral part of service settings, to the extent that customers even may replace employee labor. Customer integration can have positive effects for service firms and customers, but it also threatens some negative effects that have...
Online retailers assume that customers expect speedy delivery. To ensure that customers receive at least part of the order sooner, they often split deliveries into smaller quantities, spread out over different dates. Yet split deliveries may increase customers’ hassle costs, such that they have to receive multiple deliveries, as well as their perce...
Affordable innovations, which serve consumers with a low willingness or ability to pay,
are a means to address grand challenges while also generating economic value.
However, less is known about how managers’ and decision makers’ individual-level
preferences and attitudes for or against affordable innovation hinder their development.
Hence, in addi...
Service firms can manage failure apology emails depending on how much digital presence or lack thereof they wish to maintain toward aggrieved customers. While nascent research indicates positive effects of higher levels of digital presence, the efficacy of this strategy in service recovery settings remains unclear. Drawing on the concept of digital...
Manufacturing-oriented firms increasingly shift from transaction-focused to value-focused selling, and gain competitive advantages by selling innovative product–service bundles, known as hybrid offerings. The key purpose of this research is to develop a measure of hybrid offering sales capability (HOSC). In particular, following an established scal...
Companies searching for talent face intense competition in labor markets, so they might attempt to use their reputations to attract qualified people. Today’s job seekers can gather additional reputational cues from online profiles on rating platforms, as well as from general information. Therefore, companies might have multiple reputations. Their p...
A primary aim of management research is to develop knowledge about the management of organizations. Many countries’ long-trend shift towards a service economy and the concomitant increase in the number of service organizations have stimulated advancements in service management research. However, some blind spots remain. In this article, we focus on...
Researchers and practitioners call for innovation that is affordable to consumers with a low willingness or ability to pay. However, many affordable innovation ideas may never come to fruition because they do not get past important innovation gatekeepers; managers and decision-makers’ individual-level preferences and attitudes may hinder the develo...
Online retailers work to optimize product presentations; this study relies on scene perception theory to predict that product images with spatial backgrounds lead to more favorable consumer responses than isolated product images, in which products appear to be floating in the air, because spatial backgrounds facilitate visual processing and aesthet...
When employees use social media, their behavior can be attributed to their employer, thereby
shaping the company's reputation in the eyes of various stakeholders. Thus, employees are well
advised to use social media in a way that does comply with social norms in social media to avoid
reputational damage for their firm. However, research has been an...
Anything employees post on social media is in the public domain, where it can cause reputational damage to the company. As social media use continues to grow worldwide, employees’ imprudent social media uses appear to be on the rise. This article provides an assessment of the Walsh et al. (J Interact Mark 36:46–59, 2016) scale to measure employees’...
Purpose – Frontline service employees’ (FLEs’) positive personality traits enhance service experiences, for both employee and customer outcomes. Yet limited research addresses negative personality traits. Drawing on the emotion regulation framework, this article proposes a conceptual model in which three negative personality traits—Machiavellianism...
Reflecting various trends—including stagnant real incomes, the advent of the gig economy, and the growth of the service sector—increasing numbers of people work multiple service jobs. Yet little research exists to detail how holding more than one service job might affect these employees’ use of emotion in customer interactions or other relevant emp...
Gianfranco Walsh, Alexander Deseniss und Thomas Kilian führen grundlegend und systematisch in die Konzepte, Methoden und Abläufe des Marketing ein und bieten einen kompakten Überblick über das gesamte Stoffgebiet. Jedes Hauptkapitel enthält neben einem kurzen Einführungsfall und diversen Case-Study-Inserts im Lehrtext eine aktuelle und ausführliche...
Die Berliner Verkehrsbetriebe BVG haben ein kleines Wunder vollbracht. Der Fahrbetrieb des Unternehmens liefert den Kunden jeden Grund zur Unzufriedenheit: Bahnhöfe und Busse wie Bahnen sind oft alt und verschmutzt, das Personal gerne schnoddrig und die Pünktlichkeitsraten noch schlechter als anderswo. Die Unzuverlässigkeit vor allem der Busse ist...
Eine grundlegende Problematik für viele Online-Händler ist die gute Vergleichbarkeit der gehandelten Güter, z. B. durch Preissuchmaschinen. Diese liefern den Konsumenten per Klick Angebote anderer Händler, die u. U. einen besseren Preis oder bessere Lieferbedingungen versprechen. Dies schränkt die Möglichkeit einer Differenzierung über die Qualität...
Egal ob Pkw, Lkw, Wohnmobil oder die private Wohnung – heutzutage kann man scheinbar alles teilen und damit Geld verdienen. Im Mittelpunkt von Dienstleistungen, die im Rahmen der sog. Sharing Economy gehandelt werden, steht nicht mehr der Besitz von materiellen Gütern wie Wohnungen oder Autos, sondern – ganz im Sinne der Service-Dominant Logic (s....
Die 1996 gegründete und zum internationalen Kreuzfahrtunternehmen Carnival Corporation & plc. gehörende AIDA-Cruises-Reederei, die über 11.000 Mitarbeiter hat (davon über 1000 an Land), hat den lange Zeit konservativen Markt für Kreuzfahrten nachhaltig verändert. AIDA beförderte im Jahr 2017 über 1 Mio. (2012: 632.000) Passagiere auf seinen zwölf S...
Die Wurzeln von Tchibo reichen zurück bis in die späten 1940er-Jahre, als der Hamburger Kaffeeröster nach Kriegsende begann, selbst produzierten Röstkaffee im Versandhandel zu vertreiben. Kaffee galt damals als Luxusgut, und Tchibo legte seinen Kundenpaketen mit dem bestellten Bohnenkaffee auch noch hochwertige Verpackungen bei, etwa Aromadosen. Ma...
Health-related services shared through social media are enjoying considerable growth, particularly among young people, yet they have potentially detrimental outcomes for consumer well-being. This research undertakes an examination of literature pertaining to health-related social media use in an effort to explore its relationship with disordered ea...
Marktforschungsdaten müssen nicht immer selbst erhoben werden (Primärforschung). Oft liegen für die interessierende Fragestellung bereits Datenbestände vor, die sich nutzen lassen (Sekundärforschung). Eine sehr bedeutende Quelle für solche Sekundärdaten sind Bonusprogramme wie Payback. Mit Payback lässt sich nicht nur die Kundenbindung erhöhen (z....
Die deutschen Bierbrauer halten zwar große Stücke auf ihr traditionsreiches Handwerk. Vielen bereitet die Vermarktung ihrer weltweit angesehenen Produkte dennoch keine Freude. Der Bierabsatz in Deutschland sinkt seit nunmehr drei Jahrzehnten kontinuierlich, der jährliche Pro-Kopf-Konsum fiel von ehedem knapp 150 Liter auf heute nur noch 102 Liter (...
Alles begann damit, dass Gründer Nicholas Woodman im Jahr 2003 auf einer fünfmonatigen Surfreise nach Australien und Indonesien Fotos beim Surfen machen wollte. Existierende Kameras waren entweder für den Einsatz in nasser Umgebung ungeeignet oder boten qualitativ unbefriedigende Einzelbilder (sog. Frames). Woodman brauchte also eine Kamera, die ro...
„No people match the French when it comes to the fierce protection of their culture – except perhaps the people from the Walt Disney Co“ (Rudolf 1991, S. 48).
In Deutschland wird Haustierfutter (d. h. Trockenfutter und Feuchtfutter) mit einem Vertriebskanalanteil von 66 % primär über den Lebensmittel-Einzelhandel abgesetzt; der Rest von 34 % entfällt auf den Fachhandel. In diesen Vertriebskanälen (s. Abschn. 8.3.1) dominiert noch immer das stationäre gegenüber dem internetbasierten Geschäft. So entfielen...
Die unternehmerische Preispolitik hängt von vielfältigen Markteinflüssen (konjunkturelle Entwicklung, Rohstoffpreise usw.) und Handlungsparametern (z. B. Markenstrategie) ab (s. Abschn. 7.1). Marken sind ein wichtiges Instrument zur Bildung von Präferenzen, Steigerung der Kundenbindung und Realisierung hoher Preise (s. Abschn. 10.1007/978-3-662-589...
Der vom Informatiker Jeff Bezos gegründete Digitalkonzern Amazon.com gehört zu den Pionieren der digitalen Wirtschaft. Gegründet als reiner Online-Buchhändler, ist das US-Unternehmen rasend schnell zu einem diversifizierten globalen Konzern herangewachsen, der eine Vielzahl von Geschäftsfeldern besetzt, vom breit diversifizierten Online-Handel über...
Im Rahmen des Investitionsgütermarketing verkaufen Unternehmen ihre oftmals kapitalintensiven Leistungen nicht an einen anonymen Massenmarkt, sondern an wenige Unternehmenskunden (s. Abschn. 10.1). Ein Beispiel für ein deutsches Unternehmen im Anlagengeschäft (s. Abschn. 10.2) ist die Meyer Werft GmbH, die sich in den letzten Jahrzehnten auch inter...
A large number of service firms support email-based customer-firm interactions, yet their email-based service recovery efforts remain under-researched. In addressing this issue, we investigate the effectiveness of post-service failure apology emails by treating offending firm (i.e., sender) and aggrieved customer (i.e., recipient) personalization a...
Application developers constitute an important part of a digital platform’s ecosystem. Knowledge about psychological processes that drive developer behavior in platform ecosystems is scarce. We build on the lead userness construct which comprises two dimensions, trend leadership and high expected benefits from a solution, to explain how developers’...
The growing internationalization of electronic commerce demands the establishment of the cross-national validity of theoretical concepts. An important concept in e-commerce is consumers’ fear of online identity theft (FOIT), which impedes consumers’ willingness to engage in online transactions and can negatively affect e-commerce revenues. The pres...
As ethnic diversity continues to rise, customer bias in interethnic service encounters becomes an increasingly problematic issue for the parties involved, the service firms, and society at large. Against this background, the aim of our research is to examine ethnically biased customer responses, their key psychological mechanisms, and the effective...
Online shops almost always display products in isolation (i.e. with no background and shadow). As a result, products do not appear natural because they do not rest on a surface but rather appear to be floating in the air. The overall objective of this research is to explore the negative consequences of displaying products in isolation in online sho...
Die Reputation eines Unternehmens ist vermutlich dessen schützenswertestes Kapital.
Sie ist fest mit dem Unternehmen verbunden und wird über viele Jahre durch Interaktionen mit Stakeholdern wie Kundinnen und Kunden, Zulieferern und der Gesellschaft aufgebaut. Heutzutage fließen Informationen in die Reputationsbildung ein, welche durch Produktbewert...
Der steigende Einfluss sozialer Medien im privaten wie auch im beruflichen Umfeld stellt Unternehmen vor neue Herausforderungen. So kann sich mitarbeiterseitiges Fehlverhalten in sozialen Medien negativ auf die Unternehmensreputation auswirken. Der Zusammenhang zwischen derlei Mitarbeiterverhalten und Unternehmensreputation ist bislang aber noch un...
Es häufen sich die Fälle, in denen Mitarbeitende durch die leichtfertige Nutzung von sozialen Medien die Reputation ihres Arbeitgebers schädigen. Damit wächst auch der Bedarf, Handlungskompetenzen im Sinne von Fähigkeiten und Wissen im Umgang mit sozialen Medien zu erfassen, die im Einklang mit den Reputationszielen des Unternehmens stehen. Der vor...
Die Reputation eines Unternehmens stellt ein wichtiges immaterielles Gut dar, das erheblich zu seiner Wertschöpfung beiträgt. Auf unterschiedliche Weise kann auf die Unternehmensreputation eingezahlt werden, sie kann jedoch auch Gefahren ausgesetzt sein. Vor allem Kompetenzen von Mitarbeitenden im Umgang mit sozialen Medien können die Reputation po...
Purpose — This study aims to increase understanding of how the strength of the relationship between service failure–induced customer anger and revenge intentions might be influenced by attitudinal moderators that are both within and outside the realm of the service firm’s control. Drawing on past research, the authors hypothesize that customers’ pe...
To encourage customers’ referral behavior and expand their customer base, providers of innovative products and services often use customer referral reward programs (CRPs), though not all CRPs deliver on their initial promise. With one field experiment and four online experiments, this research investigates the effectiveness of rewarded referrals fo...
Two experimental studies reveal that customers’ reactions to different levels of recovery compensation differ between a recovery that occurs at the group level (such that every customer knows that every other affected customer receives the same compensation) and one that occurs at the individual level (such that the individual does not know whether...
Zusammengefasste Ergebnisse des BMBF-Forschungsprojekts Webutatio
Frontline service employees often engage in emotional labour as part of their job requirements. Previous studies focus on surface acting and deep acting and their outcomes for employees and customers but largely ignore the expression of naturally felt emotions (NFE). This study focuses on NFE and investigates two potential employee outcomes—commitm...
To deepen theoretical and practical understanding of consumers' perceptions of luxury brands, prior marketing literature has investigated the financial, functional, individual, and social dimensions of the luxury value construct. However, it has not considered the owners of luxury brands or detailed the moderated effects of luxury value on related...
Hybrid offerings are bundles of goods and services offerings provided by the same firm. Bundling value offerings affects how firms innovate, interact with customers, and customize their goods and services. However, it remains unclear how customer interaction might drive the innovation performance of various bundled components. Therefore, this study...
Purpose
Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer innovation adoption and customer value remain unclear. In an extended conceptualisation of customer-based corporate reputation (CBR), the purpose of this paper is to propose...
Moral decisions in the marketplace largely depend on consumers’ own behavioral history. Psychology literature distinguishes two possible routes for consumers’ sequential moral decision making: moral balancing and moral consistency. Moral balancing refers to consumers’ deviation from the moral stance reflected in their past decisions; moral consiste...
Hybrid offerings are bundles of goods and services offerings provided by the same firm. Bundling value offerings affects how firms innovate, interact with customers, and customize their goods and services. However, it remains unclear how customer interaction might drive the innovation performance of various bundled components. Therefore, this study...
Whenever employees post something on social media they rely on the good judgment and discretion of other people to stop their posts ending up in the public domain, where it can hurt their employer’s reputation. With growing global social media use, cases of employees’ imprudent social media use appear to be on the rise. This paper describes the fir...
Marketers are justifiably interested in ethnic consumers; formulating effective ethnic marketing strategies requires insights into these consumers' attitudes and behaviors. However, prior research provides few insights into how different cultural environments might shape the consumption behavior of consumers with the same cultural heritage. To addr...
Purpose
This research aims to investigate the contingent influence of service scripts on the links between service employees’ job demands and customers’ perceptions of discrimination.
Design/methodology/approach
Drawing on prior conceptual and empirical work, as well as conservation of resources theory, the authors propose a conceptual model com...
The convenience and ease of online shopping reduce consumers’ risk perceptions, which encourages the continued growth of online retailing but also may force online retailers to deal with expensive and excessively high product return rates. Despite efforts by e-commerce management practitioners and scholars to identify determinants of customer produ...
In the past decades, the market for organic products has grown immensely. However, the market shares of organic products remain low. This situation is intriguing because various stakeholders, especially food retailers, can be expected to gain from a greater market share of organic products. Although in-store marketing instruments are considered eff...
Purpose—This research undertakes a simultaneous assessment of interdependence in the
behaviours of front-line and back-office employees and their joint effect on customer-related
organizational performance. It also tests for a moderating influence of the emotional
intelligence of front-line salespeople and back-office employees.
Design/methodology...
Compared with conventional products, sustainable products continue to attract relatively lower market shares. To increase customer acceptance, many sustainable products feature third-party certification labels (TPCL), yet it is unclear whether TPCL are effective and what processes and boundary conditions define their role in consumer decision makin...
Purpose — Given the strategic importance of firm reputation due to its potential for value
creation, extant reputation research focuses on favorable customer outcomes. This study
proposes and tests a model that relates the customer-based corporate reputation of fashion
retailers to customer-perceived risk and two relational outcomes—trust and commi...
The ever-increasing immigration worldwide compels marketers to understand how a new mainstream culture that embeds immigrant consumers might shape their consumption behavior. Specifically, this study examines whether minority groups of the same cultural heritage, living in different countries, vary in their cultural orientations (i.e., mainstream v...
The study investigates how consumer generated product reviews influence other consumers’ product and brand preferences. The authors build on the Theory of Reasoned Action and theories of self-identification to conceptualize how product-related opinions of a blog community relate to the individual blog user’s product- and brand attitudes, and ultima...
Customer product returns are a key challenge for online retailers. Previous research primarily focused on causes of returns and possible interventions to reduce customers’ product returns and concomitant costs for online retailers. However, little is known about the effect of product returns on key relational outcomes. Drawing on relationship marke...
The concept of willingness to report service complaints (WRC) appears in previous service marketing literature that validated this scale. However, the original scale development took place in the context of Israeli service organizations, and wider uptake of the scale has been slow. The present study examines the meaningfulness and validity of the c...
This research investigates how customers influence one another in the servicescape, as well as how this influence affects deviant behavior toward service employees. Drawing on social norm and social identity theories, the authors hypothesize that the appropriateness of fellow customers’ behavior predicts customers’ friendliness toward employees, as...
A service failure and its negative effects can involve multiple customers at the same time, which suggests the need to understand the psychological mechanisms that underlie differential perceptions of group service failures (GSFs) versus individual service failures (ISFs) as well as their related outcomes. With an attributional framework, this arti...
This research investigates the influence that social sources in the service environment exert on customer unfriendliness. Drawing on social norms theory, the authors demonstrate that descriptive norms (i.e., what most people are perceived to be doing in a certain situation), in the form of unfriendliness by service employees and fellow customers, p...
Dieser Teil enthält Aufgaben und Lösungen zum dualen Konzept des Marketing, zum Broadening und Deepening des Marketing, zu Push- und Pull-Strategien, zur Relevanz von Stakeholdergruppen und zur Berechnung der Gewinnschwelle.
In Teil III findet der Leser unter anderem Aufgaben und Lösungen zur Gestaltung des Produktportfolios, zur Ansoff-Matrix, zu Entscheidungen unter Ungewissheit, zu Berechnung von Kundendeckungsbeiträgen, zur Berechnung des Customer Lifetime Value, zum mehrdimensionalen Scoring, zur kundensegmentspezifischen Produktpolitik und zum Kundenbeziehungs-Le...
Teil V beinhaltet Aufgaben und Lösung zu Investitionsgütermärkten, zur Wirkung von werbe- und preispolitischen Maßnahmen, zu Competitive Bidding, zu Value-Added Services, zur Zielkostenberechnung bei Dienstleistungen, zur Prognose von Erstnutzern, zur Beurteilung von Personalkostenveränderungen, zur Prozesskostenrechnung bei Dienstleistungen, zur E...
In Teil II werden Aufgaben zum Kaufentscheidungsprozess, zum Wechselkaufverhalten von Konsumenten, zu Konsumenteneinstellungen, Maslows Bedürfnispyramide, Kaufmotivationskonflikten, Aufgaben und Zielen der Marktforschung, Marktforschungsmethoden und Schritte der Datenaufbereitung gestellt und die zugehörigen Lösungen erläutert.
In Teil IV sind Aufgaben und Lösungen zur BCG-Portfolio-Matrix, zum ASSESSOR-Modell, zur Berechnung des Break-Even-Absatzes, zu Produktanpassungsentscheidungen, zu preispolitischen Entscheidungen, zur Vertriebsorganisation und -strategie, zur Kommunikationsstrategie und zu werbepolitischen Entscheidungen zusammengestellt.
Purpose
Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources theory and the notion that employees have finite emotional resources, this study aims to examine the consequences of emotional labour among employees who simultaneously work in two service jobs. The authors posit that emotional labour...
Cases in which employees’ uses of social media harm their company’s reputation highlight the need for a measure to evaluate employees’ company reputation–related social media competence (RSMC). Drawing on reputation and human capital theory and data from four occupationally diverse samples of employees, this study develops and validates a new, mult...
Productivity measurement poses a challenge for service organizations. Conventional management wisdom holds that this challenge is rooted in the difficulty of accurately quantifying service inputs and outputs. Few service firms have adequate service productivity measurement (SPM) systems in place and implementing such systems may involve organizatio...
Increasingly competitive service markets force firms to look for ways to increase the operational efficiency of service delivery (e.g., Ostrom et al. 2010; Ulaga and Reinartz 2011). At both conceptual (e.g., Sahay 2005; Parasuraman 2002, 2010) and empirical (e.g., Lääts et al. 2011; Rust and Huang 2012) levels, growing management and marketing lite...
Service firms typically focus on increasing their operational proficiency and generating service innovations to stay competitive (Wilder et al. 2014). Researchers as well as practitioners widely acknowledge that service innovation especially is crucial for service organizations’ financial performance (e.g., Ordanini and Parasuraman 2011). However,...
The link between customer interaction and innovation has been investigated intensely in relation to different customer–firm interactions (Bartl et al. 2012; Lau et al. 2010), various degrees of innovation (e.g., incremental and radical; Coviello and Joseph 2012), distinct organizational practices and capabilities (Foss et al. 2011), and new service...
With ever increasing amounts of marketplace information, decreasing inter-brand differences, and increasingly complex products, confusion is becoming a global problem for consumers. Although confusion has been identified as a problem for consumers and marketers in many countries most measures of consumer confusion have been developed in western cou...
Customer referral reward programs (CRPs) are an important and widespread marketing tool in various service industries. However, the effectiveness of CRPs is contingent on the success of the recommender–receiver interaction. This research focuses on reward schemes, that is, systems that involve payments from service providers to customers that help...
Reputation stems from overall assessments of an e-business’s standing,
according to various stakeholders, and it affects key customer outcomes.
Despite burgeoning literature on the correlates of the customer-based
reputation of e-commerce companies (ECCR), scarce research examines
how reputation affects monetary outcomes. To extend existing literat...
Increasingly heterogeneous customer demands in software development have led to growing research into the effectiveness of customization projects. Despite the widespread assumption of a positive relationship between customer involvement and project success, there is limited empirical research on the mechanism that translates customer knowledge into...
This study draws on previous studies that have highlighted a link between how employees evaluate their employer in terms of corporate reputation and their resulting citizenship behavior. The research is rooted in social identity theory and self-determination theory and is based on empirical data consisting of answers to an online questionnaire of 4...
In today’s cluttered marketplace consumers are faced by ever-increasing amounts of decision relevant information from unprecedented levels of product proliferation accompanying information. This can confuse consumers. Consumer confusion has been conceptualized as being of three types of similarity, overload and unclarity (Walsh et al. 2002). When c...
Citations
... Regarding topic focus, this cluster does not pay particular attention to the supply chain context but perceives a need for greater research regarding how to defend and enhance CR in a digital environment (Ertz et al., 2022;Syed Alwi et al., 2020). This involves testing whether digitization is inevitably accompanied by greater customer integration, making the customer an even more integral part of the formation of CR (Morgeson III et al., 2020;Schaarschmidt et al., 2021). For instance, in a social media environment, do company's customers become more visible, so that its CR becomes more dependent on how others perceive their customers? ...
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... Job fairs represent an important way to ease (Connor, 2011) the connection between the demand and supply regarding companies, those which offer jobs and job seekers (Schaarschmidt et al., 2021).Organizations, no matter if they are Multinational Companies, Large Corporations, Small and Medium sized Enterprises (SMEs) appeal to this kind of events in order to find new colleagues more rapidly. Usually, the organizations that take the decision of participating at this kind of events are in urgent need of employees; want to make their presence known when entering a new market, as well as reaching other managerial and marketing objectives. ...
Reference: THE FUTURE OF ONLINE JOB FAIRS
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... The combination of qualitative and quantitative research methods can serve different scale development goals [106]. The mixed methods have been used to develop questionnaires and scales such as the Hybrid Offerings Sales Capability [107,108]. Drawing upon this literature, the survey questionnaire is designed, as shown in Figure 4. First, research variables obtained through qualitative research were identified and operationally defined. Operationalization refers to the process of forming indicators, indexes, or scales [109], whereby concepts are transformed into observable objects. ...
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... Consequently, SNS selection can help older consumers engage with their salient and selected networks and communicate about difficult topics with trusted contacts, demonstrating social acceptance and subsequent social well-being (Keyes 1998). This not only reveals that services for older consumers can be transformative and enhance social well-being (Feng, Altinay, and Olya 2019) but also shows that digital services, such as SNSs, can have a similar effect, rather than being detrimental to health and wellbeing (Schünemeyer and Walsh 2020). ...
... The measure items for constructs were slightly adapted from prior studies based on the context of this research. Mental vividness was measured with three items adapted from Verhagen et al. (2014) and perceived aesthetics with three items adapted from Brylla and Walsh (2020). In addition, perceived ownership was measured via three items following the study of Brasel and Gips (2014), and perceived diagnosticity was measured with three items (Jiang and Benbasat 2007). ...
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... The results of his research state that; EWOM has a positive effect on destination trust and visiting interests and destination trust has a positive effect on visiting interests. Barnes (2003) argues that trust is the belief that someone will find what is desired in an exchange partner. Trust involves a person's willingness to behave because of the belief that his partner will give what he expects and an expectation that is generally owned by someone that words, promises or statements of others can be trusted. ...
![[object Object]](https://i1.rgstatic.net/ii/profile.image/272729186238512-1442035113966_Q64/Alexander-Deseniss.jpg)
... Damit ergibt sich bspw. nach dem Kriterium "Immaterialität" ein relativ breit gefächertes Kontinuum zwischen reinen Sachgütern und reinen Dienstleistungen (Walsh et al., 2020). Die genannten Abgrenzungsmerkmale werden teilweise auf zwei konstitutive und übergeordnete Kriterien mit der Immaterialität des Dienstleistungsergebnisses und Integrativität des Dienstleistungserstellungsprozesses zurückgeführt (z.B. ...
... Next, we develop and validate a psychometrically sound measure to capture decision makers' underlying individual-level tendencies to reject innovations that target customers with a lower willingness or ability to pay (i.e., innovative products with basic functionalities). In keeping with calls for shorter, practically useful scales (e.g., Blotenberg & Richter, 2020;Thomas et al., 2001;Vogel et al., 2020;Walsh et al., 2019), we construct a parsimonious, reflective scale that is clear and psychometrically robust and that has value for management scholars and practitioners. For theory, considering the dominance of qualitative, firm-level research (Ernst et al., 2015;Prahalad, 2012;Tiwari & Herstatt, 2020), a scale that assesses decision makers' negative attitudes toward affordable innovation can be applied in surveys and experiments to deepen understanding of how affordable innovation can be achieved. ...
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