Publikationen

Beiträge in referierten Zeitschriften

(VHB Jourqual 3/Handelsblatt 2015/ISI Impact Factor 2017)

  • Butschan, J., Heidenreich, S., Weber, B. und T. Krämer (in Druck): “Tackling Hurdles to Digital Transformation - The Role of Competencies for successful Industrial Internet of Things (IIoT) Implementation, International Journal of Innovation Management. (VHB=B/HB=0.2/IF=-)

  • Krämer, T., Gouthier, M. und S. Heidenreich (2017): “Proud to Stay or too Proud to Stay? How Personal Pride Develops, and how it Affects Turnover Intentions”, Journal of Service Research, Jg. 20 (2), S. 152-170. (VHB=A/HB=0,7/IF=6,847)

  • Ludwig, N., Heidenreich, S., Krämer, T. und M.H.J. Gouthier (2017): "Customer Delight: Universal Remedy or Double-Edged Sword?", Journal of Service Theory and Practice, Jg. 27 (1), S. 22-45. (VHB=C/HB=0,2/IF= 2,240)

  • Heidenreich, S. und T. Krämer (2016): "Innovations - Doomed to Fail? Investigating Strategies to Overcome Passive Innovation Resistance", Journal of Product Innovation Management, Jg. 33 (3), S. 277-297. (VHB=A/HB=0,5/IF=4,305)

  • Heidenreich, S., Krämer, T. und M. Handrich (2016): "Satisfied and Unwilling: Exploring Cognitive and Situational Resistance to Innovations", Journal of Business Research, Jg. 69 (7), S. 2440-2447. (VHB=B/HB=0,4/IF=2,509)

  • Heidenreich, S. und T. Krämer (2015): "Passive Innovation Resistance: The Curse of Innovation? Investigating Consequences for Innovative Consumer Behavior", Journal of Economic Psychology, Jg. 51, S. 134-151.  (VHB=B/HB=0,4/IF=1,338)

  • Krämer, T. und M.H.J. Gouthier (2014): “How Organizational Pride and Emotional Exhaustion Explain Turnover Intentions - A Multigroup Analysis with Gender and Organizational Tenure”, Journal of Service Management, Jg. 25 (1), S. 125-148.  (VHB:B/HB:0,4/IF:3,414)

  • Krämer, T., Gouthier, M.H.J., and K. Wulf (2013): “Organisationsstolz im Customer Care Center“, Marketing Review St. Gallen, Jg. 30 (3), S. 34-43. (VHB:E/HB: -/IF:-)

 

Monographien und Beiträge in Sammelwerken

  • Krämer, T., Eitelberg, L., Gouthier, M.H.J. und K. Wulf (2012): „Arbeitsemotionen im Customer Care Center – Der Umgang von Kundenberatern mit Stolz und Ärger,“ buw Verlag, Osnabrück.
  • Krämer, T. und M. Rhein (2012): "Mitarbeiterstolz im Dienstleistungsbereich," in Reichwald, R., Franz, M., Hermann, S. und A. Schipanski (Hrsg.): „Zukunftsfeld Dienstleistungen: Professionalisierung – Wertschätzung - Innovation,“ Gabler, Wiesbaden.
  • Gouthier, M.H.J., Krämer, T., Eitelberg, L. und A. Pasing-Husemann (2012): "Stolze Mitarbeiter, exzellente Dienstleistungen - Empirische Ergebnisse zum Zusammenhang zwischen Mitarbeiterstolz und Service Excellence," in Deutscher Dialogmarketing Verband e.V. (Hrsg.): „Dialogmarketing Perspektiven 2011/2012,“ Gabler, Wiesbaden.

 

Beiträge auf Konferenzen mit Begutachtungsprozess

  • Gouthier, M.H.J., Krämer, T. und S. Heidenreich (2017): “Helpful or Not? How Basic Emotions Affect the Perceived Helpfulness of Online Consumer Reviews”, 2017 Frontiers in Service Conference Proceedings.
  • Krämer, T., Heidenreich, S. und M.H.J. Gouthier (2017): “Making use of Irrationality in the Consumption of Digital Services – Investigating Strategies to Enhance the Intensity of Flat-rate Biases”, 2017 Frontiers in Service Conference Proceedings.
  • Heidenreich, S., Krämer, T. und M.H.J. Gouthier (2017): “Continuous Adoption of Technology Based Service Innovations: A Longitudinal Study on Effects of Passive and Active Innovation Resistance”, 2017 Frontiers in Service Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T. und S. Heidenreich (2017): “Helpful or Not? How Basic Emotions Affect the Perceived Helpfulness of Online Consumer Reviews”, QUIS 15 Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T., Heidenreich, S. und J. Donsbach (2016,): “Basic Emotions as Antecedents of Online Customer Engagement Behavior”, 2016 Frontiers in Service Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T., Heidenreich, S. und J. Donsbach (2016): “Basic Emotions as Antecedents of Online Customer Engagement Behavior”, 2016 AMA Servsig – Service Research Conference Proceedings.
  • Krämer, T., Donsbach, J., Heidenreich, S. und M.H.J. Gouthier (2016): “Basic Emotions and Online Customer Engagement Behavior”, 2016 AMA Winter Marketing Academic Conference Proceedings.
  • Ludwig, N., Giese, A., Krämer, T. und M.H.J. Gouthier (2015): “The Effects of After-Sales Gifts on Customer Delight in Different Markets”, 2015 Frontiers in Service Conference Proceedings.
  • Krämer, T., Ludwig, N., Heidenreich, S. und M.H.J. Gouthier (2015):“Customer Delight: Universal Remedy or Double-edged Sword? Investigating the Bright and Dark Sides of Customer Delight Strategies”, QUIS 14 Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T. und J. Baldus (2015):“How Companies Can Delight Customers with Social Media Complaint Sites”, QUIS 14 Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T., und S. Heidenreich (2014): “Pride and Turnover Intentions among Frontline Employees”, 2014 AMA Servsig – Service Research Conference Proceedings.
  • Krämer, T. und M.H.J. Gouthier (2014): “Organizational Pride, Customer-oriented Behavior, and Service Performance: An Upward Spiral”, 2014 AMA Servsig – Service Research Conference Proceedings.
  • Krämer, T. und M.H.J. Gouthier (2014): “Organizational Pride and the Upward Spiral Toward Customer-oriented Behavior and Service Performance”, 2014 Frontiers in Service Conference Proceedings.
  • Heidenreich, S., Gouthier, M.H.J., und T. Krämer (2014): “Making use of Tariff-Choice Biases –Investigating Strategies to enhance Intensity of Flat-rate Biases”, 2014 Global Marketing Conference Proceedings.
  • Krämer, T., Gouthier, M.H.J. und S. Heidenreich (2014): “Organizational Pride and the Upward Spiral Toward Costumer-oriented Behavior and Service Performance”, The 13th International Research Conference in Service Management (La Londe les Maures) Proceedings.
  • Krämer, T., Gouthier, M.H.J., und T. Falk (2013): “Organizational Pride—How it is Created and how it Shapes Frontline Employee Performance” 2013 AMA Summer Marketing Educators' Conference Proceedings.
  • Krämer, T. und M.H.J. Gouthier (2013): “Customer Orientation of Frontline Employees: Organizational Pride Counts, Not Job Satisfaction” 2013 Frontiers in Service Conference Proceedings.
  • Krämer, T., Gouthier, M.H.J., Pasing-Husemann, A. und L. Eitelberg (2012): “The Power of Pride – Why Organizational Pride Matters more than Job Satisfaction when it Comes to Customer Orientation,” 2012 Frontiers in Service Conference Proceedings.
  • Krämer, T., Giese, A., Bartl, C., Ludwig, N. und M.H.J. Gouthier (2012): “Caught by Surprise – The Behavioural Effects of Surprise and Delight on Consumers in Different Industries” 2012 AMA Summer Marketing Educators' Conference Proceedings.
  • Krämer, T. und M.H.J. Gouthier (2012): “Explaining Turnover Intentions in Call Centers – The Role of Anger and Pride,” The 12th International Research Conference in Service Management (La Londe les Maures) Proceedings.
  • Gouthier, M.H.J., Krämer, T., Eitelberg, L., und A. Pasing (2011): “Integrating Emotions into the Job Demands -Resources Model – The Effects of Anger and Pride in Call Centers,” QUIS 12 Conference Proceedings.
  • Gouthier, M.H.J., Giese, A., Bartl, C., Krämer, T., und A. Pasing (2011): “Having A Surprise in Store – The Importance of Surprising the Customer in Service Settings,” 2011 Frontiers in Service Conference Proceedings.
  • Gouthier, M.H.J., Krämer, T., und A. Pasing (2010): “Integrating Emotions into the Job Demands –Resources Model – The Role of Anger and Pride in Call Centers,” 2010 Frontiers in Service Conference Proceedings.
  • Gouthier, M.H.J., Günther, M. und T. Krämer (2010): “Pride of Service Employees to Reduce Early Fluctuation,” 2010 AMA Servsig – Service Research Conference Proceedings.