Due to the fast pace of technological advancements, emerging digital environments, transforming labor markets, as well as rising levels of social diversity and immigration, modern economies continue to evolve into a global service society. Redefined roles, interrelations, and interactions of customers, service employees, and contemporary technologies require novel insights substantiated by an analytical approach.
Our research aims at uncovering the hidden – psychological – roadmap underlying successful service delivery and positive relationships with the actors involved in this process: We seek to explain how and why modern services and relationship-building initiatives affect both firms’ customers and their frontline service workforce in various and significant ways.
Acknowledging social and organizational psychological principles, our work deploys various quantitative and qualitative empirical research methods to provide central insights for the scientific community as well as for the practice and education of contemporary management.
Our publications –
A selection of journal articles and cases.
Customer Ethnic Bias in Service Encounters.
Linzmajer, Marc, Simon Brach, Gianfranco Walsh, and Tillmann Wagner (2020), “Customer Ethnic Bias in Service Encounters,” Journal of Service Research, 23 (2), 194-210.
Deconstructing Corporate Hypocrisy: A Delineation of Its Behavioral, Moral, and Attributional Facets.
Wagner, Tillmann, Daniel Korschun, and Cord-Christian Troebs (2020), “Deconstructing Corporate Hypocrisy: A Delineation of Its Behavioral, Moral, and Attributional Facets,” Journal of Business Research, 114 (June), 385-394.
Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions.
Wagner, Tillmann, Richard J. Lutz, and Barton A. Weitz (2009). Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions, Journal of Marketing, 73(6), 77-91 (Best Published Paper Award 2009, Oxford University Centre for Corporate Reputation).
Does Customer Demotion Jeopardize Loyalty?
Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009). Does Customer Demotion Jeopardize Loyalty?, Journal of Marketing, 73(3), 69-85.