T
Till Haumann
Researcher at South Westphalia University of Applied Sciences
Publications - 10
Citations - 451
Till Haumann is an academic researcher from South Westphalia University of Applied Sciences. The author has contributed to research in topics: Customer satisfaction & Customer retention. The author has an hindex of 6, co-authored 9 publications receiving 332 citations. Previous affiliations of Till Haumann include Ruhr University Bochum.
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Footprints in the Sands of Time: A Comparative Analysis of the Effectiveness of Customer Satisfaction and Customer–Company Identification over Time:
TL;DR: In this article, a comparative analysis of the effectiveness of customer satisfaction and customer-company identification in driving important customer outcomes over time is presented, showing that customer satisfaction has positive initial effects on customers' loyalty and company identification has positive early effects on customer loyalty.
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Engaging Customers in Coproduction Processes: How Value-Enhancing and Intensity-Reducing Communication Strategies Mitigate the Negative Effects of Coproduction Intensity:
TL;DR: In this paper, a large field experiment with 803 customers engaging in actual coproduction processes was conducted, and the results showed that coproduct intensity negatively affects customers' satisfaction with the coproduce process.
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It’s a matter of congruence: How interpersonal identification between sales managers and salespersons shapes sales success
TL;DR: In this article, a large-scale dataset comprising information from sales managers and salespeople as well as company data on customer satisfaction and sales performance was used to explore important phenomena of interpersonal identification in the sales manager-salesperson dyad.
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The complex role of complexity: How service providers can mitigate negative effects of perceived service complexity when selling professional services
TL;DR: In this paper, the authors integrate customers into the process of service provision, as the complexity of professional services can impair value of the services and can impair the quality of the service.
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Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships:
TL;DR: In this article, the authors developed a nomological frame-work that explains whether, when, and why warmth or competence takes precedence for different outcomes in customer-service provider relationships, and provided insights into the underlying mechanismsthat drive this asymmetric dominance by demonstrating that relational and capability concerns mediate this process.