Chair of Service Psychology

Creating cutting-edge customer experiences (CX) in today’s world of digital possibilities is what drives us. We concentrate on transforming customer journeys for marketing efficiency and service excellence, integrating AI-based and interpersonal touchpoints, and identifying essential KPIs – against the background of latest psychological insights.

Our team

Professor Tillmann Wagner

Professor Tillmann Wagner

Chairholder

tillmann.wagner(at)whu.edu

+49 (0)261 6509 790

CV & Publications

Katharina Weiss

Katharina Weiss

Personal Assistant

katharina.weiss(at)whu.edu

+49 (0)261 6509 771

Maximilian Lex

Maximilian Lex

External Doctoral Student

maximilian.lex(at)whu.edu

Top News:

Prof. Tillmann Wagner has accepted an invitation to join the Editorial Board of the Journal of the Academy of Marketing Science (JAMS).

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Our publications – A selection of journal articles and cases

Journal of Service Research, 23 (2), 194-210

Customer Ethnic Bias in Service Encounters.

Linzmajer, Marc, Simon Brach, Gianfranco Walsh, and Tillmann Wagner (2020)

Journal of Business Research, 114 (June), 385-394

Deconstructing Corporate Hypocrisy: A Delineation of Its Behavioral, Moral, and Attributional Facets.

Wagner, Tillmann, Daniel Korschun, and Cord-Christian Troebs (2020)

Journal of Marketing, 73(6), 77-91 (Best Published Paper Award 2009, Oxford University Centre for Corporate Reputation)

Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions.

Wagner, Tillmann, Richard J. Lutz, and Barton A. Weitz (2009)

Journal of Marketing, 73(3), 69-85

Does Customer Demotion Jeopardize Loyalty?

Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009)

Journal of Service Research, 23 (2), 194-210

Customer Ethnic Bias in Service Encounters.

Linzmajer, Marc, Simon Brach, Gianfranco Walsh, and Tillmann Wagner (2020)

Journal of Business Research, 114 (June), 385-394

Deconstructing Corporate Hypocrisy: A Delineation of Its Behavioral, Moral, and Attributional Facets.

Wagner, Tillmann, Daniel Korschun, and Cord-Christian Troebs (2020)

Journal of Marketing, 73(6), 77-91 (Best Published Paper Award 2009, Oxford University Centre for Corporate Reputation)

Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions.

Wagner, Tillmann, Richard J. Lutz, and Barton A. Weitz (2009)

Journal of Marketing, 73(3), 69-85

Does Customer Demotion Jeopardize Loyalty?

Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009)

Get in touch with us –

We look forward to hearing from you.

Professor Tillmann Wagner

Professor Tillmann Wagner

Chairholder

tillmann.wagner(at)whu.edu

+49 (0)261 6509 790

Quicklinks

Marketing and Sales Group Faculty & Research About WHU

Marketing and Sales Group Faculty & Research About WHU