Journal articles
Schaarschmidt M, Dose DB (2023). Customer engagement in idea contests: Emotional and behavioral consequences of idea rejection.
PSYCHOLOGY & MARKETING,
40(5), 888-909.
Author URL.
Schaarschmidt M, Walsh G, Dose DB, Christ-Brendemühl S (2023). Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions.
European Management Journal,
41(1), 34-46.
Abstract:
Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
Growing digitization is accompanied by a concomitant increase in customer integration, making the customer an even more integral part of service settings, to the extent that customers even may replace employee labor. Customer integration can have positive effects for service firms and customers, but it also threatens some negative effects that have not been studied closely. This study proposes silent endurance as a neglected outcome of customer integration, caused by violations of customer fairness perceptions. In line with fairness heuristic theory, providing more input for the same output may reduce perceptions of distributive fairness. Four studies test this theorizing (one critical incident study and three experiments) to investigate the effect of being integrated on customers’ distributive fairness and silent endurance. Stable results across studies show that distributive fairness mediates the link between customer integration and silent endurance; offering monetary advantages can offset integration-induced losses of fairness perceptions. These findings thus have both theoretical and managerial implications.
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Schaarschmidt M, Dose D (2022). Revenge of the Forgotten? Consequences of Idea Rejection in Open Innovation Contests. Academy of Management Proceedings, 2022(1).
Dose DB, Walsh G, Beatty SE, Elsner R (2019). Unintended reward costs: the effectiveness of customer referral reward programs for innovative products and services. Journal of the Academy of Marketing Science, 47(3), 438-459.
Schwabe M, Dose DB, Walsh G (2018). Every Saint has a Past, and Every Sinner has a Future: Influences of Regulatory Focus on Consumers’ Moral Self‐Regulation.
Journal of Consumer Psychology,
28(2), 234-252.
Abstract:
Every Saint has a Past, and Every Sinner has a Future: Influences of Regulatory Focus on Consumers’ Moral Self‐Regulation
Moral decisions in the marketplace largely depend on consumers’ own behavioral history. Psychology literature distinguishes two possible routes for consumers’ sequential moral decision making: moral balancing and moral consistency. Moral balancing refers to consumers’ deviation from the moral stance reflected in their past decisions; moral consistency implies that consumers repeat their prior moral and immoral decisions. Drawing on regulatory focus theory, four experimental studies affirm that balancing effects occur for consumers with a strong promotion focus, but consistency is more pronounced for prevention‐focused consumers; the studies also elucidate the processes underlying these effects. In addition, the promotion‐balancing effect, but not the prevention‐repetition effect, disappears if the second decision is unambiguously moral or immoral. These findings contribute to a better understanding of morality in the marketplace by showing that the prevention‐repetition effect from psychology literature arises in consumption situations, and the promotion‐balancing effect emerges as a new consumer behavior phenomenon.
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Dose D, Walsh G, Ruvio A, Segev S (2018). Investigating links between cultural orientation and culture outcomes: Immigrants from the former Soviet Union to Israel and Germany. Journal of Business Research, 82, 281-289.
Walsh G, Northington WM, Hille P, Dose D (2015). Service employees' willingness to report complaints scale: Cross-country application and replication. Journal of Business Research, 68(3), 500-506.
Walsh G, Yang Z, Dose D, Hille P (2014). The Effect of Job-Related Demands and Resources on Service Employees’ Willingness to Report Complaints.
Journal of Service Research,
18(2), 193-209.
Abstract:
The Effect of Job-Related Demands and Resources on Service Employees’ Willingness to Report Complaints
Service employees’ willingness to report complaints (WRC) is an important determinant of firms’ long-term growth. Despite its importance, we know little about the factors that drive or hinder employees’ WRC. Drawing on the job demands-resources (JDR) model, we propose job resources (supervisor support and employee empowerment) and job demands (perceived customer unfriendliness and workload) as antecedents of WRC. We also examine the mediational role of organizational commitment and customer orientation, and the moderating role of country, in the effect of JDR variables on WRC. Using data from German and Chinese service employees, we show that supervisor support and workload positively affect WRC, whereas employee empowerment and customer unfriendliness negatively affect it. Thus, contradictory to the prevailing assumption that job resources help employees achieve work goals and that job demands inhibit their achievement, we show job resources (supervisor support) and demands (workload) can enhance WRC, whereas other job resources (employee empowerment) and demands (customer unfriendliness) have inhibiting effects. Organizational commitment and customer orientation mediate the impact of all JDR variables on WRC except empowerment. Furthermore, supervisor support has a more positive, while empowerment and customer unfriendliness have a more negative effect for German than for Chinese service employees. Service managers may influence WRC by managing job resources, job demands, and employee-company and employee-customer interfaces. Besides, employees from individualistic countries (Germany) are more sensitive to the JDR environment than those from collectivistic countries (China). Thus, managing job resources and demands may reap more benefits in the form of enhanced WRC in individualistic than in collectivistic countries.
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