Chair of Strategy and Marketing

New publication in the Journal of Service Management

Last week, on June 04, 2020, the article "Testing the influence of real-time performance feedback on employees in digital services" has been published in the Journal of Service Management.

The paper authored by our alumni Dr. Jonas Lechermeier, Professor Dr. Martin Fassnacht and Professor Dr. Tillmann Wagner investigates the effects of real-time performance feedback on employees’ service performance and explains both, how and under what conditions timely feedback encourages employees’ engagement. Besides combining and extending a variety of literature streams, this paper also provides essential practical recommendations for the future management of service employees.

The full publication can be accessed under the following link.