Search Results - "Roschk, Holger"

Pleasant Ambient Scents: A Meta-Analysis of Customer Responses and Situational Contingencies by Roschk, Holger, Hosseinpour, Masoumeh

“…To prevail in the fierce competition of in-store experiences, some firms have focused on providing pleasant ambient scents. However, equivocal results on scent…”
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A Meta-Analysis of Organizational Complaint Handling and Customer Responses by Gelbrich, Katja, Roschk, Holger

“…Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a…”
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Calibrating 30 Years of Experimental Research: A Meta-Analysis of the Atmospheric Effects of Music, Scent, and Color by Roschk, Holger, Loureiro, Sandra Maria Correia, Breitsohl, Jan

“…[Display omitted] •Summary of 30 years of experimental research on atmospheric stimuli.•Presence (vs. absence) of music and scent enhance shopping…”
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Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations by Roschk, Holger, Hosseinpour, Masoumeh, Breitsohl, Jan

“…The social nature of customer experiences creates complex and potentially detrimental dynamics in failure situations, such as when other customers side with…”
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Bad Intentions: Customers’ Negative Reactions to Intentional Failures and Mitigating Conditions by Nazifi, Amin, Roschk, Holger, Villarroel Ordenes, Francisco, Marder, Ben

“…Intentional service failures (e.g., overbooking or overcharging) have received little scholarly attention, despite their regular occurrence and immense costs…”
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Cognitive Image, Mental Imagery, and Responses (CI-MI-R): Mediation and Moderation Effects by Loureiro, Sandra Maria Correia, Roschk, Holger, Ali, Faizan, Friedmann, Enav

“…As intangible experiences are crucial for approach tendencies toward a destination, this research proposes the CI-MI-R framework linking cognitive image (CI)…”
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“Tit for Tat”—The Outcomes of Coaching in Service Companies by Feyertag, Christina-Franca, Roschk, Holger

“…Workplace coaching has been established as a popular managerial development tool to support employees on all hierarchical levels. In service industries,…”
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Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction by Gelbrich, Katja, Roschk, Holger

“…This paper examines the incremental effect of overcompensation as compared to simple compensation on post-complaint satisfaction. In overcompensation,…”
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Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis by Roschk, Holger, Gelbrich, Katja

“…This article examines how compensation type and failure type explain the recovery effect of compensation, using a meta-analysis (Study 1) and an experiment…”
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Compensation Revisited: A Social Resource Theory Perspective on Offering a Monetary Resource After a Service Failure by Roschk, Holger, Gelbrich, Katja

“…This research examines how to recompense customers, from a social resource theory perspective, which portrays financial compensation as the act of offering the…”
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The nature of an apology: An experimental study on how to apologize after a service failure by Roschk, Holger, Kaiser, Susanne

“…Extant service recovery research treats apology as a dichotomy, in that it is either present or absent, but how it is conveyed is neglected. Based upon social…”
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Investigating consumers' motives for consumer brand-cyberbullying on social media by Breitsohl, Jan, Jimenez, Nadia, Roschk, Holger

“…In this article we offer the first survey-based study on the motivations that spur consumers to bully others about the brands they support on social media, a…”
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Consumer-to-consumer conflicts and brand moderation strategies during COVID-19 service failures: a framework for international marketers by Dineva, Denitsa, Breitsohl, Jan, Roschk, Holger, Hosseinpour, Masoumeh

“…PurposeSince the start of the COVID-19 pandemic, one dark social-media phenomenon in particular has experienced a significant rise: consumer-to-consumer (C2C)…”
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What else can your payment card do? Multifunctionality of payment modes can reduce payment transparency by Gafeeva, Rufina, Hoelzl, Erik, Roschk, Holger

“…Payment modes (e.g., cash vs. credit card) vary in the transparency of the outflow of money. Smartcards (multifunctional cards), which bundle payment with…”
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Eastern Versus Western Culture Pricing Strategy: Superstition, Lucky Numbers, and Localization by Westjohn, Stanford A., Roschk, Holger, Magnusson, Peter

“…Eastern versus Western culture pricing practices differ with respect to price endings; however, Eastern cultures are increasingly influenced by Western…”
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Differential effects of atmospheric cues on emotions and loyalty intention with respect to age under online/offline environment by Loureiro, Sandra Maria Correia, Roschk, Holger

“…Effects of atmospheric cues are usually not compared across offline and online contexts as well as across age groups. This study proposes a model that examines…”
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Eastern versus Western Culture Pricing Strategy: Superstition, Lucky Numbers, and Localization by Westjohn, Stanford A., Roschk, Holger, Magnusson, Peter

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Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts by Roschk, Holger, Müller, Jana, Gelbrich, Katja

“…This research examines how age moderates the impact of justice perception (i.e., distributive, procedural, and interactional justice) on post-complaint…”
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The Role of Background Music in Visitors' Experience of Art Exhibitions: Music, Memory and Art Appraisal by Loureiro, Sandra Maria Correia, Roschk, Holger, Lima, Filipa

“…This study explores the effect of background music on the perception and memory of an art exhibition in two experiments involving art evaluation, memory and…”
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A Cross-National Observation of Counter-Cultural Consumer Behaviour by Gelbrich, Katja, Roschk, Holger, Gafeeva, Rufina

“…The present research examines the occurrence of counter-cultural consumer behaviour in an experiential consumption context. We define this behaviour as product…”
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