Tomas Falk

My research generally focuses on questions related to customer satisfaction and service management. My current research activities aim at extending this focus on strategic service management by exploring issues such as customer centricity, customer co-creation and customer touchpoint management. More specifically current paper projects emphasize the following topics: * Customer experience management in omni-channel environments * Customer social media engagement * Customer motives to use access-based services

Peer-reviewed scientific articles

Journal article-refereed, Original research

Relational Price Discounts: Consumers’ Metacognitions and Nonlinear Effects of Initial Discounts on Customer Retention Del Rio Olivares, Maria; Wittkowski, Kristina; Aspara, Jaakko; Falk, Tomas; Mattila, Pekka 2017 in JOURNAL OF MARKETING (AMER MARKETING ASSOC) ISSN: 0022-2429

To Earn Is Not Enough A Means-End Analysis to Uncover Peer-Providers' Participation Motives in Peer-to-Peer Carsharing Wilhelms, Mark Philipp; Henkel, Sven; Falk, Tomas 2017 in TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (ELSEVIER SCIENCE INC) ISSN: 0040-1625

How Mobile Payment Influences the Overall Store Price Image Falk, Tomas; Kunz, Werner H.; Schepers, Jeroen J L; Mrozek, Alexander J. 2016 in JOURNAL OF BUSINESS RESEARCH (Elsevier Inc.) ISSN: 0148-2963

Channels in the Mirror An Alignable Model for Assessing Customer Satisfaction in Concurrent Channel Systems Hammerschmidt, Maik; Falk, Tomas; Weijters, Bert 2016 in JOURNAL OF SERVICE RESEARCH (SAGE PUBLICATIONS INC) ISSN: 1094-6705

Linking Pop-up Brand Stores to Brand Experience and Word of Mouth The case of luxury retail Klein, Jan F.; Falk, Tomas; Esch, Franz Rudolf; Gloukhovtsev, Alexei 2016 in JOURNAL OF BUSINESS RESEARCH (Elsevier Inc.) ISSN: 0148-2963

The Dark Side of Customer Co-creation: Exploring the Consequences of Failed Co-created Services Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias; Falk, Tomas 2015 in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (SPRINGER) ISSN: 0092-0703

The Effects of DTCA on Patient Compliance: Exploring the Impact of Endorser Selection and Message Tonality on Patients with Diabetes Bergner, Kai; Falk, Tomas; Heinrich, Daniel; Hoelzing, Joerg 2013 in INTERNATIONAL JOURNAL OF PHARMACEUTICAL AND HEALTHCARE MARKETING (Emerald Group Publishing Ltd.) ISSN: 1750-6123

Measuring and Improving the Performance of Health Care Networks Hammerschmidt, Maik; Falk, Tomas; Staat, Matthias 2012 in JOURNAL OF SERVICE RESEARCH (SAGE PUBLICATIONS INC) ISSN: 1094-6705

Principles and principals Do customer stewardship and agency control compete or complement when shaping frontline employee behavior? Schepers, Jeroen; Falk, Tomas; De Ruyter, Ko; De Jong, Ad; Hammerschmidt, Maik 2012 in JOURNAL OF MARKETING (AMER MARKETING ASSOC) ISSN: 0022-2429

The Service Quality-Satisfaction Link Revisited: An Asymmetric and Dynamic Perspective Falk, Tomas; Hammerschmidt, Maik; Schepers, Jeroen J L 2010 in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (SPRINGER) ISSN: 0092-0703

Identifying Cross Channel Dissynergies for Multichannel Service Providers Falk, Tomas; Schepers, Jeroen J L; Hammerschmidt, Maik; Bauer, Hans H. 2007 in JOURNAL OF SERVICE RESEARCH (SAGE PUBLICATIONS INC) ISSN: 1094-6705

Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting Weijters, Bert; Falk, Tomas; Rangarajan, Deva; Schillewaert, Niels 2007 in JOURNAL OF SERVICE RESEARCH (SAGE PUBLICATIONS INC) ISSN: 1094-6705

eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping Bauer, Hans H.; Falk, Tomas; Hammerschmidt, Maik 2006 in JOURNAL OF BUSINESS RESEARCH (Elsevier Inc.) ISSN: 0148-2963

Measuring the Quality of E-Banking Portals Bauer, Hans H.; Hammerschmidt, Maik; Falk, Tomas 2005 in INTERNATIONAL JOURNAL OF BANK MARKETING (Emerald Group Publishing Ltd.) ISSN: 0265-2323