![](https://neoma-bs.com/sites/default/files/uploaded_images/profs-neoma_0.png)# KUPPELWIESER Volker Georg { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://neoma-bs.com/" }, { "@type": "ListItem", "position": 2, "name": "KUPPELWIESER\u0020Volker\u0020Georg", "item": "https://neoma-bs.com/node/8432.md" } ] } - [Home](https://neoma-bs.com/) - KUPPELWIESER Volker Georg ![](/sites/default/files/styles/large/public/uploaded_images/photos_academ/1726-kuppelwieser-volker-georg.jpg?itok=AWwDtGlX)KUPPELWIESER Volker Georg Full Professor - About - Academic publications [Marketing](https://neoma-bs.com/departements/marketing) PhD, Service Management Volker G. Kuppelwieser is a Full Professor in Marketing at the NEOMA Business School (France). His main research interests are service experiences, aging consumers’ behavior, and customer inclusion. He previously held several positions in the service industry and has 12 years’ experience of industry. He teaches and coordinates courses in services marketing, international services marketing, research methods, and quantitative methods in the PGE, several MSc, and PhD programs. He has published in journals such as Journal of Service Research, Journal of Services Marketing, Annals of Operations Research, Marketing Letters, Human Relations, Journal of Business Research, Journal of Service Management, and Journal of Retailing and Consumer Services, amongst others. He has also given numerous conference presentations and serves as a reviewer and editorial board member for several marketing and organizational behavior journals. Volker is associate editor for the Journal of Services Marketing and was guest editing for different marketing journals. ### Areas of research - Services Marketing and Management - Individual age perception - Customers' Decision Making - Methodological Advances - Organisational Service Behaviour - Group Services - Customer Contact Scenarios - Customer Experience - Service marketing - Ageing - Inclusion - Research methods - Marketing research ## Recent academic contributions COBELLI, N., V. G. KUPPELWIESER, M. M. UGOLINI, "Innovation Adoption and Research Methods: The Risk of Misuse in Healthcare Management Studies" in *Research and Innovation Forum 2024*., Anna Visvizi, Orlando Troisi, Vincenzo Corvello, Mara Grimaldi Eds, Springer Nature Switzerland, pp. 839-853, 2026 DOI : [ 10.1007/978-3-031-78623-5\_64 ](https://dx.doi.org/10.1007/978-3-031-78623-5_64) COBELLI, N., K. HEINONEN, V. G. KUPPELWIESER, "Service inclusion: Accessibility, autonomy, and resilience for individuals with impairments" in *QUIS 19- The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy KUPPELWIESER, V. G., E. SALM, "Influencing Informal Leaders and Nudging Consumers: Increasing Plant-based Nutrition to Mitigate Climate Change" in *QUIS 19 - The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy ## Publications MANTHIOU, A., V. G. KUPPELWIESER, "An ethical triangulation approach to tourism", *Tourism Management*, August 2025, vol. 109 DOI : [ 10.1016/j.tourman.2025.105154 ](https://dx.doi.org/10.1016/j.tourman.2025.105154) FENG, Z., V. G. KUPPELWIESER, "Exploring CSR Authenticity and Cognitive CSR Proximity: Engaging Chinese Consumers in Virtual CSR", *Corporate Communications: An International Journal*, February 2025 DOI : [ 10.1108/CCIJ-07-2024-0123 ](https://dx.doi.org/10.1108/CCIJ-07-2024-0123) KUPPELWIESER, V. G., M. S. ROSENBAUM, "From static to smart: AI-generated dynamic scales for contextual marketing measurement", *Journal of Services Marketing*, May 2025 DOI : [ 10.1108/JSM-03-2025-0155 ](https://dx.doi.org/10.1108/JSM-03-2025-0155) KUPPELWIESER, V. G., "The inclusion delusion: service research's dangerous disconnect from disabled reality", *Journal of Services Marketing*, June 2025 DOI : [ doi/10.1108/JSM-04-2025-0273/1270634 ](https://dx.doi.org/doi/10.1108/JSM-04-2025-0273/1270634) FENG, Z., V. G. KUPPELWIESER, "Nonspatial CSR proximity in virtual CSR: an exploratory research among young consumers", *Young Consumers*, June 2025 DOI : [ 10.1108/YC-09-2024-2231 ](https://dx.doi.org/10.1108/YC-09-2024-2231) KUPPELWIESER, V. G., N. COBELLI, F. CASSIA, M. ROSENBAUM, "AI-Enhanced Literature Reviews: Liberating Scholars for Impact in Service Marketing", *Journal of Services Marketing*, September 2025 DOI : [ 10.1108/JSM-05-2025-0330 ](https://dx.doi.org/10.1108/JSM-05-2025-0330) COBELLI, N., F. CASSIA, A. ZARDINI, V. G. KUPPELWIESER, "Pharmacies providing health services: Attitudes toward eHealth in Italy", *Journal of Retailing and Consumer Services*, January 2024, vol. 76 DOI : [ 10.1016/j.jretconser.2023.103568 ](https://dx.doi.org/10.1016/j.jretconser.2023.103568) MANTHIOU, A., I. ULRICH, V. KUPPELWIESER, "The travel influencer construct: An empirical exploration and validation", *Tourism Management*, April 2024, vol. 101, pp. 104858 DOI : [ 10.1016/j.tourman.2023.104858 ](https://dx.doi.org/10.1016/j.tourman.2023.104858) RAHMAN, M. H. A., J. FINSTERWALDER, V. G. KUPPELWIESER, "Ageing and wellbeing co-creation: systematic literature review and future avenues for Transformative Service Researchers", *Service Industries Journal*, July 2024 DOI : [ 10.1080/02642069.2024.2363934 ](https://dx.doi.org/10.1080/02642069.2024.2363934) WETZELS, R., M. WETZELS, J. LEMMINK, D. GREWAL, V. G. KUPPELWIESER, "Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research", *Journal of Services Marketing*, November 2024, vol. 38, no. 9, pp. 1117-1131 DOI : [ 10.1108/JSM-06-2024-0299 ](https://dx.doi.org/10.1108/JSM-06-2024-0299) KUPPELWIESER, V. G., P. KLAUS, "Future research directions: Enhancing the citizenship experience", *Journal of Retailing and Consumer Services*, November 2024, vol. 81 DOI : [ 10.1016/j.jretconser.2024.103973 ](https://dx.doi.org/10.1016/j.jretconser.2024.103973) BIANCHI, C., S. TUZOVIC, V. G. KUPPELWIESER, "Investigating the Drivers of Wearable Technology Adoption for Healthcare in South America", *Information Technology and People*, March 2023, vol. 36, no. 2 DOI : [ 10.1108/ITP-01-2021-0049 ](https://dx.doi.org/10.1108/ITP-01-2021-0049) MANTHIOU, A., V. G. KUPPELWIESER, P. KLAUS, "Reevaluating Tourism Experience Measurements: An Alternative Bayesian Approach", *Current Issues in Tourism*, September 2023, vol. 26, no. 18, pp. 2948–2964 DOI : [ 10.1080/13683500.2022.2106193 ](https://dx.doi.org/10.1080/13683500.2022.2106193) MANTHIOU, A., V. G. KUPPELWIESER, "Consumer Reaction to Decelerated Tourism: Pace, Inherent Virtue, and Environmental Concern,", *Journal of Travel Research*, September 2023, vol. 62, no. 7 DOI : [ 10.1177/00472875221130293 ](https://dx.doi.org/10.1177/00472875221130293) ROSENBAUM, M., V. G. KUPPELWIESER, G. C. RAMIREZ, A. R. OREJUELA, "Understanding health center–client relationships in the context of a developing Latin America country", *International Journal of Hospitality Management*, July 2023, vol. 112 DOI : [ 10.1016/j.ijhm.2022.103419 ](https://dx.doi.org/10.1016/j.ijhm.2022.103419) ROSENBAUM, M. S., V. G. KUPPELWIESER, G. CONTRERAS RAMIREZ, A. MANTHIOU, "People and place attachment: Exploring compliance in neighborhood health centers", *Health Marketing Quarterly*, October 2023, vol. 40, no. 4, pp. 375-395 DOI : [ 10.1080/07359683.2022.2161334 ](https://dx.doi.org/10.1080/07359683.2022.2161334) KUPPELWIESER, V. G., N. SPIELMANN, D. VEGA, "Humanitarian Crisis: The (Un)Certainty of Servicescapes and their Impact on Frontline Actors", *Journal of Service Research*, August 2023, vol. 26, no. 3, pp. 371–388 DOI : [ 10.1177/10946705231159715 ](https://dx.doi.org/10.1177/10946705231159715) KLAUS, P., V. G. KUPPELWIESER, K. HEINONEN, "Quantifying the influence of customer experience on consumer share-of-category", *Journal of Retailing and Consumer Services*, July 2023, vol. 73, no. 103375 DOI : [ 10.1016/j.jretconser.2023.103375 ](https://dx.doi.org/10.1016/j.jretconser.2023.103375) MANTHIOU, A., V. G. KUPPELWIESER, "Comment promouvoir des offres de « slow tourisme » ?", *Le Quotidien du tourisme*, December 2023 KUPPELWIESER, V. G., P. KLAUS, A. MANTHIOU, L. D. HOLLEBEEK, "The Role of Customer Experience in the Perceived Value-Word-of-Mouth Relationship", *Journal of Services Marketing*, May 2022, vol. 36, no. 3, pp. 364–378 DOI : [ 10.1108/JSM-11-2020-0447 ](https://dx.doi.org/10.1108/JSM-11-2020-0447) FINSTERWALDER, J., V. G. KUPPELWIESER, R. FISK, "Dynamics of Individual Actors’ Self, Social, and Task Pre-Dispositions in Multi-Actor Service Ecosystems", *Journal of Business Research*, April 2022, vol. 147, pp. 518-531 DOI : [ 10.1016/j.jbusres.2022.04.023 ](https://dx.doi.org/10.1016/j.jbusres.2022.04.023) KUPPELWIESER, V. G., P. KLAUS, "Measuring customer experience quality: The EXQ scale revisited", *Journal of Business Research*, March 2021, vol. 126, pp. 624-633 DOI : [ 10.1016/j.jbusres.2020.01.042 ](https://dx.doi.org/10.1016/j.jbusres.2020.01.042) BERLAK, J., S.HAFNER, V. G.KUPPELWIESER, "Digitalization’s impacts on productivity: a modelbased approach and evaluation in Germany’s building construction industry", *Production Planning and Control*, March 2021, vol. 32, no. 4, pp. 335-345 DOI : [ 10.1080/09537287.2020.1740815 ](https://dx.doi.org/10.1080/09537287.2020.1740815) MANTHIOU, A., P. KLAUS , V. G. KUPPELWIESER, W. REEVES, "Man vs Machine: Examining the Three Themes of Service Robotics in Tourism and Hospitality", *Electronic Markets*, September 2021, vol. 31, no. 3, pp. 511–527 DOI : [ 10.1007/s12525-020-00434-3 ](https://dx.doi.org/10.1007/s12525-020-00434-3) LECOEUVRE, L., R. TURNER, V. G. KUPPELWIESER, "Customer experience in the B2B area: the impact of age-related impressions", *Journal of Retailing and Consumer Services*, January 2021, vol. 58, pp. 1-7 DOI : [ 10.1016/j.jretconser.2020.102216 ](https://dx.doi.org/10.1016/j.jretconser.2020.102216) KUPPELWIESER, V. G., P. KLAUS, "Revisiting the Age Construct: Implications for Service Research", *Journal of Service Research*, November 2021, vol. 24, no. 3, pp. 372-389 DOI : [ 10.1177/1094670520975138 ](https://dx.doi.org/10.1177/1094670520975138) KUPPELWIESER, V. G., P. KLAUS, "Customer Experience quality in African B2B contexts", *Journal of Services Marketing*, November 2021, vol. 35, no. 7 DOI : [ 10.1108/JSM-07-2020-0321 ](https://dx.doi.org/10.1108/JSM-07-2020-0321) KUPPELWIESER, V. G., F. BEN ABDELAZIZ, O. MEDDEB, "Unstable interactions in customers’ decision making: an experimental proof", *Annals of Operations Research*, November 2020, vol. 294, pp. 479–499 DOI : [ 10.1007/s10479-018-2944-6 ](https://dx.doi.org/10.1007/s10479-018-2944-6) FINSTERWALDER, J., V. G.KUPPELWIESER, "Intentionality and transformative services: Wellbeing co-creation and spillover effects", *Journal of Retailing and Consumer Services*, January 2020, vol. 52, pp. 1-10 DOI : [ 10.1016/j.jretconser.2019.101922 ](https://dx.doi.org/10.1016/j.jretconser.2019.101922) FINSTERWALDER, J., V. G.KUPPELWIESER, "Equilibrating Resources and Challenges During Crises: A Framework for Service Ecosystem Wellbeing", *Journal of Service Management*, November 2020, vol. 31, no. 6, pp. 1107-1129 DOI : [ 10.1108/JOSM-06-2020-0201 ](https://dx.doi.org/10.1108/JOSM-06-2020-0201) KUPPELWIESER, V. G., A.-C.PUTINAS, M.BASTOUNIS, "Toward Application and Testing of Measurement Scales and an Example", *Sociological Methods & Research*, May 2019, vol. 48, no. 2, pp. 326-349 DOI : [ 10.1177/0049124117701486 ](https://dx.doi.org/10.1177/0049124117701486) KUPPELWIESER, V. G., P. KLAUS, A. MANTHIOU, O. BOUJENA, "Consumer Responses to Planned Obsolescence", *Journal of Retailing and Consumer Services*, March 2019, vol. 47, pp. 157-165 DOI : [ 10.1016/j.jretconser.2018.11.014 ](https://dx.doi.org/10.1016/j.jretconser.2018.11.014) HOLLEBEEK, L. D., D. E.SPROTT, T. W.ANDREASSEN, C.COSTLEY, P.KLAUS, V. G.KUPPELWIESER, A.KARAHASANOVIC, T.TAGUCHI, J.UL ISLAM, R. A.RATHER, "Customer Engagement in Evolving Technological Environments: Synopsis and Guiding Propositions", *European Journal of Marketing*, September 2019, vol. 53, no. 9, pp. 2018-2023 DOI : [ 10.1108/EJM-09-2019-970/full/html ](https://dx.doi.org/10.1108/EJM-09-2019-970/full/html) BOZIC, B., V. G.KUPPELWIESER, "Customer trust recovery: an alternative explanation", *Journal of Retailing and Consumer Services*, April 2019, vol. 49, pp. 208-218 KUPPELWIESER, V. G., "Blended Learning in Service Marketing: Are We Lacking Behind?,", *AMA SERVSIG*, May 2019 KUPPELWIESER, V. G., P. KLAUS, Y. BARUCH, P. KLAUS, Y. BARUCH, A. MANTHIOU, "The missing link: Fairness as the ultimate determinant of service profitability?!", *Recherche et Applications en Marketing*, January 2018, vol. 33, no. 2, pp. 46-74 DOI : [ 10.1177/2051570717745833 ](https://dx.doi.org/10.1177/2051570717745833) KUPPELWIESER, V., J.FINSTERWALDER, "Transformative Service Research and Service-Dominant Logic: Quo Vaditis?", *Journal of Retailing and Consumer Services*, January 2016, vol. 28, pp. 91-98 DOI : [ 10.1016/j.jretconser.2015.08.011 ](https://dx.doi.org/10.1016/j.jretconser.2015.08.011) KUPPELWIESER, V. G., M.TOUZANI, "Attraction During the Service Encounter: Examining the Other Side of the Coin", *Journal of Services Marketing*, April 2016, vol. 30, no. 5, pp. 504-518 DOI : [ 10.1108/JSM-06-2015-0211 ](https://dx.doi.org/10.1108/JSM-06-2015-0211) TUZOVIC, S., V. G.KUPPELWIESER, "Developing a framework of service convenience in health care: An exploratory study for a primary care provider", *Health Marketing Quarterly*, May 2016, vol. 33, no. 2, pp. 127-148 DOI : [ 10.1080/07359683.2016.1166840 ](https://dx.doi.org/10.1080/07359683.2016.1166840) KUPPELWIESER, V., D.PEDERZOLI, "Retail companies’ internationalization behaviour and the 2008 crisis", *International Journal of Retail & Distribution Management*, September 2015, vol. 43, no. 9, pp. 870-894 DOI : [ http://dx.doi.org/10.1108/IJRDM-07-2014-0109 ](https://dx.doi.org/http://dx.doi.org/10.1108/IJRDM-07-2014-0109) TUZOVIC, S., M.SIMPSON, V.KUPPELWIESER, J.FINSTERWALDER, "From ‘Free’ to Fee: Acceptability of Airline Ancillary Fees and the Effects on Customer Behavior", *Journal of Retailing and Consumer Services*, March 2014, vol. 21, no. 2, pp. 98–107 DOI : [ 10.1016/j.jretconser.2013.09.007i ](https://dx.doi.org/10.1016/j.jretconser.2013.09.007i) KUPPELWIESER, V., M.SARSTEDT, "Applying the future time perspective scale to advertising research", *International Journal of Advertising*, March 2014, vol. 33, no. 1, pp. 113-136 DOI : [ 10.2501/IJA-33-1-113-136 ](https://dx.doi.org/10.2501/IJA-33-1-113-136) WIRTZ, J., S.TUZOVIC, V.KUPPELWIESER, "The Role of Marketing in Todays' Entreprises", *Journal of Service Management*, March 2014, vol. 25, no. 2, pp. 171-194 DOI : [ 10.1108/JOSM-01-2014-0037 ](https://dx.doi.org/10.1108/JOSM-01-2014-0037) HAIR, J. F., M.SARSTEDT, L.HOPKINS, V.KUPPELWIESER, "Partial Least Squares Structural Equation Modeling (PLS-SEM): An Emerging Tool in Business Research", *European Business Review*, February 2014, vol. 26, no. 2, pp. 106-121 DOI : [ 10.1108/EBR-10-2013-0128 ](https://dx.doi.org/10.1108/EBR-10-2013-0128) KUPPELWIESER, V., M.SARSTEDT , "Exploring the Influence of Customers’ Time Horizon Perspectives on the Satisfaction-Loyalty Link", *Journal of Business Research*, December 2014, vol. 67, no. 12, pp. 2620–2627 DOI : [ 10.1016/j.jbusres.2014.03.021 ](https://dx.doi.org/10.1016/j.jbusres.2014.03.021) KUPPELWIESER, V., M.SARSTEDT, S.TUZOVIC, "The Role of Context and Motivation Variables in Mobile Commerce Usage - A Further Perspective on Chong", *Technological Forecasting and Social Change*, October 2014, vol. 88, no. 8, pp. 156-161 DOI : [ 10.1016/j.techfore.2014.06.024 ](https://dx.doi.org/10.1016/j.techfore.2014.06.024) TUZOVIC, S., V. G.KUPPELWIESER, "Enhancing the Marketing Learning Experience with Educational Blogging and Analytics: Course Design and Pedagogical Effectiveness", *Journal of Innovative Education Strategies*, January 2014 KUPPELWIESER, V., M.SIMPSON, G.CHIUMMO, "1+1 Does not Always Equal Value Creation: The Case of You Tube", *Marketing Letters*, September 2013, vol. 24, no. 3, pp. 311-321 DOI : [ 10.1007/s11002-013-9246-1 ](https://dx.doi.org/10.1007/s11002-013-9246-1) FINSTERWALDER, J., V.KUPPELWIESER, M.DE VILLERS, "The Effects of Film Trailers on Shaping Service Consumer Expectations in the Entertainment Industry – A Qualitative Analysis", *Journal of Retailing and Consumer Services*, November 2012, vol. 19, no. 6, pp. 589-595 DOI : [ 10.1016/j.jretconser.2012.07.004 ](https://dx.doi.org/10.1016/j.jretconser.2012.07.004) PARZEFALL, M., V.KUPPELWIESER, "Understanding the antecedents, the outcomes and the mediating role of social capital : An employee perspective", *Human Relations*, April 2012, vol. 65, no. 4, pp. 447-472 DOI : [ 10.1177/0018726711431853 ](https://dx.doi.org/10.1177/0018726711431853) KUPPELWIESER, V., G.CHIUMMO, R. S.GREFRATH, "A Replication and Extension of Hennig-Thurau’s Concept of COSE", *Journal of Customer Behavior*, March 2012, vol. 11, no. 3, pp. 241-259 DOI : [ 10.1362/147539212X13469450373074 ](https://dx.doi.org/10.1362/147539212X13469450373074) FINSTERWALDER, J., V.KUPPELWIESER, "Co-creation by engaging beyond oneself: the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter", *Journal of Strategic Marketing*, November 2011, vol. 19, no. 7, pp. 607-618 DOI : [ 10.1080/0965254X.2011.599494 ](https://dx.doi.org/10.1080/0965254X.2011.599494) KUPPELWIESER, V., J.FINSTERWALDER, "Psychological Safety, contributions and service satisfaction of customers in group service experiences", *Managing Service Quality*, November 2011, vol. 21, no. 6, pp. 617-635 DOI : [ 10.1108/09604521111185619 ](https://dx.doi.org/10.1108/09604521111185619) KUPPELWIESER, V., "Stewardship Behavior and Creativity", *Management revue -The International Review of Management Studies*, March 2011, vol. 22, no. 3, pp. 274-295 KUPPELWIESER, V., R.GREFRATH, A.DZIUK, "A Classification of Brand Pride Using Trust and Commitment", *International Journal of Business and Social Science*, January 2011, vol. 2, no. 3, pp. 36-45 KUPPELWIESER, V. G., M.FISCHER, H.FOCK, "Kleinvieh macht Mist: Bewertung eines Mittelständlers nach DCF", *Finance*, January 2006, vol. 6, no. 10, pp. 70-71 ## Chapters COBELLI, N., V. G. KUPPELWIESER, M. M. UGOLINI, "Innovation Adoption and Research Methods: The Risk of Misuse in Healthcare Management Studies" in *Research and Innovation Forum 2024*., Anna Visvizi, Orlando Troisi, Vincenzo Corvello, Mara Grimaldi Eds, Springer Nature Switzerland, pp. 839-853, 2026 DOI : [ 10.1007/978-3-031-78623-5\_64 ](https://dx.doi.org/10.1007/978-3-031-78623-5_64) KUPPELWIESER, V., M.SIMPSON, C., "Value Creation in Online Services" in *Service Value: Forum Dienstleistungsmanagement*., M. BRUHN et K. HADWICH Ed., Springer, pp. 457-465, 2014 DOI : [ 10.1007/978-3-658-02140-5\_20 ](https://dx.doi.org/10.1007/978-3-658-02140-5_20) KUPPELWIESER, V., J.FINSTERWALDER, "Challenges in Fieldwork Researching Group Service Experiences at a Whitewater Rafting Provider in New Zealand" in *Fieldwork in Tourism - Methods, Issues and Reflections*., M. Hall Ed., Routledge, pp. 240-248, 2011 DOI : [ 10.1007/978-3-8349-6664-3\_18 ](https://dx.doi.org/10.1007/978-3-8349-6664-3_18) KUPPELWIESER, V., J.FINSTERWALDER, "Productivity in Customer Groups" in *IDienstleistungsproduktivität: Forum Dienstleistungsmanagement*., M. Bruhn, K. Hadwich & D. Georgi Eds, pp. 415-432, 2011 KUPPELWIESER, V., M.KNOPREL, "Ergeben Serviceorientierung und Brand Behavior ein Branded Service Behavior? – Der Versuch einer Zusammenführung" in *Serviceorientierung im Unternehmen: Forum Dienstleistungsmanagement*., M. Bruhn & B. Stauss Ed., Gabler Wiesbaden, pp. 356-371, 2010 KUPPELWIESER, V., "Transformationale Führung von Vertriebsmitarbeitern im Solution Selling" in *Marketing von Solutions*., D. Woisetschläger, M. Michaelis, H. Evanschitzky, A. Eiting & C. Backhaus Eds, Wesbaden, pp. 133-146, 2010 DOI : [ 10.1007/978-3-8349-6302-4\_6 ](https://dx.doi.org/10.1007/978-3-8349-6302-4_6) KUPPELWIESER, V., M.GOUTHIER, "Innovativität bei Dienstleistern durch transformationale Führung: Zusammenhänge und theoretische Entwicklung" in *Perspektiven des Innovationsmanagements 2009*., R. Gleich & P. Russo Ed., LIT, pp. 157-171, 2010 DOPPELBERGER, T., V. G.KUPPELWIESER, "Spin-off – Ein Karrieresprungbrett für Wissenschaftler" in *Handbuch Wissenschaft kommunizieren*., A. Archut et al. Ed., Raabe, 2008 ## Conferences KLAUS, P., V. G.KUPPELWIESER, "Linking Experiential Value and Consumer Behavior – An Empirical Examination in Three Service Contexts" in *16th International Research Symposium on Advancing Service Research and Practice (QUIS 16)*, 2019, Karlstad, Sweden VU, H. L., V. G.KUPPELWIESER, "A synthesis of nine years of transformative service research (TSR)" in *16th International Research Symposium on Advancing Service Research and Practice (QUIS 16)*, 2019, Karlstad, Sweden VU, H. L., V. G.KUPPELWIESER, "Visitors’ perceptions on the influences of digital innovation at tourism sites on community well-being" in *10th International Research Symposium in Service Management (IRSSM-10)*, 2019, Dubai, United Arab Emirates VU, H. L., V. G.KUPPELWIESER, "A Synthesis of Nine Years of Transformative Service Research (TSR)" in *Frontiers in Services*, 2019, Singapore KLAUS, P., V. G.KUPPELWIESER, "Robots are everywhere!" in *26th Recent Advances in Retailing and Consumer Science Conference*, 2019, Tallin, Estonia KLAUS, P., V. G.KUPPELWIESER, "The Impact of CX on Customers’ Perceived Value and Their Behavior" in *26th Recent Advances in Retailing and Consumer Science Conference*, 2019, Tallinn, Estonia KUPPELWIESER, V. G., B.BOZIC, "Money recovers trust - does it?" in *International Research Symposium in Service Management*, 2018, Ljubljana, Slovenia KUPPELWIESER, V. G., B. BOZIC, "Money recovers trust – does it?" in *9th International Research Symposium in Service Management (IRSSM-9)*, 2018, Ljubljana, Slovenia PUTINAS, A.-C., V. G.KUPPELWIESER, C.ROLAND-LÉVY, "Investigation of discrete vicarious social emotions - Antecedents and outcomes of vicarious embarrassment and its relevance in consumption settings" in *International Congress of Applied Psychology (ICAP 2018), Canadian Psychological Association's 79th Annual General Meeting*, 2018, Montreal, Canada BIANCHI, C., S.TUZOVIC, V. G.KUPPELWIESER, "Investigating the Drivers of Wearable Technology Adoption in Chile" in *BALAS Annual Conference*, 2018, California, United States BEN ABDELAZIZ, F., V. G.KUPPELWIESER, O.MEDDEB, "Unstable interactions in customers’ decision making: A marketing application" in *The International Conference on Multiple Objective Programming and Goal Programming (MOPGP)*, 2017, Metz, France PUTINAS, A.-C., V. G.KUPPELWIESER, "Understanding the emotional influences of fellow customers - vicarious experiences during service delivery" in *Conference of the European Institute of Retailing and Services Studies (EIRASS)*, 2017, Vancouver, Canada TUZOVIC, S., V. G.KUPPELWIESER, A.GIERKE, "m-Health Fitness and Wellness Wearables: Investigating how consumers embrace new ways to monitor and manage their health" in *AMA SERVSIG International Research Conference*, 2016, Maastricht, Netherlands MANTHIOU, A., K.AYADI, V. G.KUPPELWIESER, "The social media scape: An integrative framework and measurement scale" in *2016 Global Marketing Conference*, 2016, Conrad Hong Kong, Hong Kong MANTHIOU, A., K.AYADI, V. G.KUPPELWIESER, "The social media scape: An integrative framework and measurement scale", *Global Marketing Conference*, 2016, Hong Kong KUPPELWIESER, V., O.BOUJENA, "You have the new iPhone?! Customers Perceptions of Planned Obsolescence" in *3rd International Conference on Contemporary Marketing Issues (ICCMI)*, *Kingston University*, 2015, London, United Kingdom KUPPELWIESER, V. G., J.FINSTERWALDER, R.FISK, S.TUZOVIC, "Measuring the three “layers” of a service customer in joint co-creation experiences" in *23nd Annual Frontiers in Service Conference*, 2014, Miami, United States KUPPELWIESER, V., D.PEDERZOLI, "Retailers’ Internationalization Before and After the Subprime Crisis: Trends and Patterns" in *Conference of the European Institute of Retailing and Services Studies (EIRASS)*, 2014, Bucharest, Romania BOUTRY-ROBINOT, E., N.PEYPOCH, V.KUPPELWIESER, "Do Green Actions Really Satisfy My Customers? Evaluating the Impact of Environmental Strategies on Satisfaction Hotel Performance: An International Study" in *TTRA European Chapter Conference "New Directions: Travel and Tourism in the Crossroads"*, 2013, Dublin, Ireland DIEHL, M.-R., D.PATIENT, V.KUPPELWIESER, "Bearers of bad news: The manager's perspective on direct involvement in layoffs" in *Academy of Management Conference*, 2013, Lake Buena Vista (Orlando), United States KUPPELWIESER, V. G., J.BETH, S.TUZOVIC, "The Power of Memories: The Influence of Childhood Memories on Brand Attachment" in *4th Asia-Pacific Business Research Conference*, 2013, Singapore, Singapore KUPPELWIESER, V., S.TUZOVIC, M.SIMPSON, J.FINSTERWLADER, "Feeling ‘Nickel and Dimed’? Consumer Appraisals of Ancillary Fees – Understanding Antecedents of Consumers’ Perceptions and Affective Responses" in *QUIS 13, The 13th International Research Symposium on Service Excellence in Management*, 2013 KUPPELWIESER, V., S.TUZOVIC, J.WIRTZ, A.SCAVARDA, "Understanding the Role of Marketing in today’s Enterprises: A Cross-cultural, Multi-industry Comparison" in *22nd Annual Frontiers in Service Conference 2013, Taipei, Taiwan*, 2013 C., T., M.SIMPSON, V.KUPPELWIESER, S.S., "Measurement of service convenience in health care" in *AMA ServSIG International Service Research Conference*, 2012, Finland FINSTERWALDER, J., V.KUPPELWIESER, S.TUZOVIC, "Service co-creation to recover from a major disaster" in *AMA ServSIG International Service Research Conference*, 2012, Finland KUPPELWIESER, V., R.GREFRATH, G.CHIUMMO, "Creating Service Innovation Through Customer Integration Competence" in *AMA ServSIG International Service Research Conference*, 2012, Finland KUPPELWIESER, V., "Future Time Perspective and the Satisfaction-Loyalty Link" in *AMA ServSIG International Service Research Conference.*, 2012, Finland SIMPSON, M., S.TUZOVIC, V.KUPPELWIESER, J.FINSTERWALDER, "At the Mercy of Airlines: Investigating the Experience and Behavioral Implications of Anger and Dissatisfaction of Ancillary Airline Fees" in *20th Annual Frontiers in Service Conference 2011*, 2011, Ohio, United States SIMPSON, M., S.TUZOVIC, V.KUPPELWIESER, J.FINSTERWALDER, "Price partitioning and people-processing services: Does service unbundling lead to retaliatory customer behavior? – An empirical investigation in the airline industry." in *ISES Global Conference of Service Excellence*, 2011, Singapore BELLM, T., D.RADIC, V.KUPPELWIESER, "Socially Desirable Responding in Service Research" in *The 12th International Research Symposium on Service Excellence in Management,*, 2011, New York, United States SIMPSON, M., S.TUZOVIC, V.KUPPELWIESER, J.FINSTERWALDER, "Unbundling in the airline industry: An empirical study of airline fees and their consequences on customer behavior" in *The 12th International Research Symposium on Service Excellence in Management*, 2011, New York, United States SIMPSON, M., S.TUZOVIC, V.KUPPELWIESER, F.S., "When does price partitioning lead to complaining and negative word of mouth? A comparison of airline fees for core flight services versus entertainment services" in *Australian and New Zealand Marketing Academy Conference (ANZMAC)*, 2011, Australia KUPPELWIESER, V., J.FINSTERWALDER, M.KENNING, K.VOGUES, "A Model of Customer and Employee Empowerment in Solution Selling: Some Research Directions" in *13th International Business Research Conference*, 2010, Melbourne, Australia KUPPELWIESER, V., J.FINSTERWALDER, "Does an Informal Leader in a Group of Customers Influence Service Satisfaction?" in *AMA ServSIG International Service Research Conference 2010*, 2010, Porto, Portugal PARZEFALL, M.-R., V.KUPPELWIESER, "Increasing understanding of the antecedents and outcomes of social capital - an employee perspective" in *Academy of Management Conference 2010*, 2010, Montreal, Canada KUPPELWIESER, V., J.FINSTERWALDER, "Investigating Informal Leaders as Influencers of Service Satisfaction in a Group of Customers" in *19th Annual Frontiers in Service Conference*, 2010, Karlstad, Sweden SIMPSON, M., S.TUZOVIC, V.KUPPELWIESER, J.FINSTERWALDER, "It's about Me, You, You and You...: Social and Task-oriented Customer Engagement in a Group Service Encounter" in *Australian and New Zealand Marketing Academy Conference (ANZMAC)*, 2010, Christchurch, New Zealand KUPPELWIESER, V., "The Effect of Managers' Stewardship Behaviour on Employees' Creativity in Services" in *vhb-Pfingsttagung*, 2010, Bremen, Germany KUPPELWIESER, V., J.FINSTERWALDER, S.TUZOVIC, "The Influence of Individual and Team Member Contributions on Service Quality within a Customer Group" in *AMA ServSIG International Service Research Conference 2010*, 2010, Porto, Portugal FINSTERWALDER, J., V.KUPPELWIESER, "The Quality Construct for Multiple Customers – Evidence from Group Service Research" in *German-French-Austrian Conference on Quantitative Marketing*, 2010, Wien, Austria KUPPELWIESER, V., J.FINSTERWALDER, "Understanding Service Customer Groups: Examining the Influence of Different Roles in a Group on Service Satisfaction" in *German-French-Austrian Conference on Quantitative Marketing*, 2010, Wien, Austria KUPPELWIESER, V. G., J.FINSTERWALDER, "I Can't Get No Satisfaction? - How Different Roles in Customer Groups Influence Satisfaction with the Service" in *Australian and New Zealand Marketing Academy Conference (ANZMAC)*, 2010, New Zealand KUPPELWIESER, V., J.FINSTERWALDER, "I Can't Get No Satisfaction? - How Different Roles in Customer Groups Influence Satisfaction with the Service" in *Australian and New Zealand Marketing Academy Conference (ANZMAC)*, 2010, New Zealand KUPPELWIESER, V., M.GOUTHIER, R.PIDZIK, "Customer Empowerment and its Effect on Customer Satisfaction" in *QUIS 11 The Service Conference*, 2009, Germany KUPPELWIESER, V., M.GOUTHIER, B.BIENZEISLER, C.WINTER, "Empowering Service Customers: Are They More Satisfied?" in *18th Annual Frontiers in Service Conference*, 2009, United States KUPPELWIESER, V., M.GOUTHIER, B.BIENZEISLER, C.WINTER, "Effect of Transformational Leadership on Company Success through Customer and Employee Innovativeness in Services" in *European Association for Research on Services (RESER)*, 2008, Germany KUPPELWIESER, V., M.GOUTHIER, B.BIENZEISLER, C.WINTER, "Transformational Leadership and Service Innovation." in *In W. Ganz, F. Kicherer & A. Schletz (Eds) - European Association for Research on Services (RESER) 2008*, 2008, Germany ## Conference invitations KUPPELWIESER, V. G. - "Open and Current Research Questions in Marketing – a Chance for Decision Science Researchers to Step in?" - 2016, Hammamet, Tunisia ## Books KUPPELWIESER, V., *Beziehungsmaßnahmen als Zusatzdienstleistung: Eine empirische Betrachtung des Kundennutzens*, Tectum, 2006 ## Conference contributions COBELLI, N., K. HEINONEN, V. G. KUPPELWIESER, "Service inclusion: Accessibility, autonomy, and resilience for individuals with impairments" in *QUIS 19- The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy KUPPELWIESER, V. G., E. SALM, "Influencing Informal Leaders and Nudging Consumers: Increasing Plant-based Nutrition to Mitigate Climate Change" in *QUIS 19 - The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy KUPPELWIESER, V. G., N. COBELLI, F. CASSIA, M. M. UGOLINI, "Sustainability is an Imminent or a Distant Concern: How does Future Time Perspective Influence Consumers’ Sustainable Food Purchase Intentions?" in *QUIS 19 - The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy SARKAR SENGUPTA, A., V. G. KUPPELWIESER, "Sustainability is an Imminent or a Distant Concern: How does Future Time Perspective Influence Consumers’ Sustainable Food Purchase Intentions?" in *QUIS 19 - The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy FINSTERWALDER, J., V. G. KUPPELWIESER, "The Dominance of Economic Factors in Consumers' Evaluation of Accessible Service Design: Evidence from Three Experimental Studies" in *QUIS 19 - The 19th International Research Symposium on Advancing Service Research and Practice*, 2025, Italy KUPPELWIESER, V. G., B. SCHNURR, M. WETZELS, "The Perspective of Non-Impaired Customers on Adapted Services" in *Recent Advances in Retailing and Consumer Services*, 2025, Croatia KUPPELWIESER, V. G., B. SCHNURR, M. WETZELS, "Non-impaired consumer preference for and against accessible services" in *13th AMA ServSIG conference*, 2024, France ITTEFAQ, H., V. G. KUPPELWIESER, "Are you tired of these ecological and environmental claims? The role of eco-fatigue in consumers’ behavior" in *13th AMA ServSIG conference*, 2024, France SCHNURR, B., V. G. KUPPELWIESER, M. WETZELS, "Prosocial intentions drive non-impaired consumer preference for and against accessible services" in *EMAC Annual Conference 2024*, 2024, Romania COBELLI, N., E. BLASIOLI, V. G. KUPPELWIESER, M. M. UGOLINI, "Innovation Adoption and Research Methods: The Risk of Opportunistic Uses in Healthcare Management Studies" in *Rii – Research & Innovation Forum 2024*, 2024, Ravello, Italy SCHNURR, B., V. G. KUPPELWIESER, M. WETZELS, "Preference for and against accessible services is driven by prosocial intention" in *8th French-Austrian-German Workshop on Consumer Behavior*, 2023, Austria FENG, Z., V. G. KUPPELWIESER, "Authentic virtual CSR dialogs and online customer engagement" in *17th International Research Symposium on Service Excellence in Management*, 2022, Spain FENG, Z., V. G. KUPPELWIESER, "Psychological proximity and online customer engagement in virtual CSR context" in *6th International CSR Communication Conference*, 2022, Germany KUPPELWIESER, V. G., P. KLAUS, "Age differs, depending on how you look at it" in *27th Recent Advances in Retailing and Consumer Science Conference*, 2022, Italy KUPPELWIESER, V. G., K. HEINONEN, "Smart Mobility Services: Results of a Big Scaled Real-Life Experiment" in *12th AMA ServSIG conference*, 2022, United Kingdom KLAUS, P., V. G.KUPPELWIESER, R.TSIOTSOU, "Exploring the nature of the B2B customer experience (CX): A cross-country approach" in *American Marketing Association Global Marketing SIG Conference in Taormina*, 2021, Sicily, Italy KUPPELWIESER, V. G., P.KLAUS, "Age differs, depending on how you look at it" in *27th Recent Advances in Retailing and Consumer Science Conference*, 2021, Baveno, Italy KLAUS, P., V. G.KUPPELWIESER, "Examining the ordinary experience – purchase behavior chain" in *27th Recent Advances in Retailing and Consumer Science Conference*, 2021, Baveno, Italy KUPPELWIESER, V. G., R.TSIOTSOU, M.ROSENBAUM, "Buy me, rent me. People as Products in Prostitution and Rental Services" in *27th Recent Advances in Retailing and Consumer Science Conference*, 2021, Baveno, Italy KUPPELWIESER, V. G., K. HEINONEN, "Urban residents' mobility behavior patterns" in *Frontiers in Services*, 2021, Other VU, H. L., V. G. KUPPELWIESER, "Is avoiding ill-being improving well-being? Differences between well-being and ill-being" in *Frontiers in Services 2021*, 2021, Other KUPPELWIESER, V. G., K. HEINONEN, "Urban residents' mobility behavior patterns" in *International Conference on Challenges in Managing Smart Products and Services (CHIMSPAS )*, 2021, Other VU, H. L., V. G. KUPPELWIESER, "Relationship between residents’ income effects, social participation, education, culture, and visitors’ well-being while using virtual reality and augmented reality devices at tourist attractions" in *CBIM International Conference*, 2021, Other SPIELMANN, N., V. G.KUPPELWIESER, "To Retail or Not to Retail: Examining the Relationship between Producer-Retailer Proximity and Price Policies" in *2nd International Research E-Workshop on Wine Tourism*, 2020, Online, France Coauthorspresented KUPPELWIESER, V. G., B.BOZIC, "Service recovery and customer trust repair: an integrative approach" in *15th International Research Conference in Service Management*, 2018, La Londe les Maures, France TUZOVIC, S., G.BEIRARO, V. G.KUPPELWIESER, "The Diffusion of Wearable Health Technology: Investigating Adoption Drivers of Fitness Trackers Across Lead versus Lag Markets" in *Frontiers in Services*, 2018, Austin, United States KLAUS, P., V. G.KUPPELWIESER, "Quantifying the Influence of Every-Day Experiences on Consumers’ Buying Behavior" in *9th International Research Symposium in Service Management (IRSSM-9)*, 2018, Ljubljana, Slovenia VU, H. L., V. G.KUPPELWIESER, "The interrelations between transformative service research, service-dominant logic and customer-dominant logic" in *9th International Research Symposium in Service Management (IRSSM-9)*, 2018, Ljubljana, Slovenia KUPPELWIESER, V. G., P.KLAUS , "Ageing Customers and their experiences" in *15th La Londe International Conference*, 2018, La Londe-les-Maures, France KUPPELWIESER, V. G., B.BOZIC, "Service Recovery vs. Trust Recovery" in *The La Londe Conference*, 2018, La Londe les Maures, France KLAUS, P., V. G.KUPPELWIESER, "Less Than Ordinary – Quantifying the Influence of Every-Day Experiences On Consumers’ Buying Behavior" in *AMA SERVSIG International Research Conference*, 2018, Paris, France TUZOVIC, S., V. G.KUPPELWIESER, C.BIANCHI, "The Quantified Self Movement: Comparing Perceptions and Adoption of Fitness Trackers between U.S. and Latin American Consumers" in *Frontiers in Services Conference*, 2017, New York, United States PUTINAS, A.-C., V. G.KUPPELWIESER, "Investigation of vicarious embarrassment in customer-to-customer relationships" in *QUIS 15 - The 15th International Research Symposium on Service Excellence in Management*, 2017, Porto, Portugal TUZOVIC, S., V. G.KUPPELWIESER, C.BIANCHI, "Understanding Consumer Adoption of Smart Health Wearables: An Empirical Analysis in Chile and the U.S" in *QUIS 15 - The 15th International Research Symposium on Service Excellence in Management*, 2017, Porto, Portugal BEN ABDELAZIZ, F., V. G.KUPPELWIESER, "Towards the Use of Chronological Age in Research – A Cautionary Note" in *83rd meeting of the European working group on multicriteria decision aiding (EWG-MCDA)*, November, 2016, Barcelona, Spain DOI : [ 10.1016/j.jretconser.2016.05.016 ](https://dx.doi.org/10.1016/j.jretconser.2016.05.016) KUPPELWIESER, V. G., J.FINSTERWALDER, R.FISK, "Four studies on interaction behavior in group service encounters" in *Frontiers in Service 2016*, 2016, Bergen, Norway BEN ABDELAZIZ, F., V. G.KUPPELWIESER, "Towards the Identification of Important and Non-correlational Criteria – a Multiobjective Approach" in *83rd meeting of the European working group on multicriteria decision aiding (EWG-MCDA)*, 2016, Barcelona, Spain TUZOVIC, S., V.KUPPELWIESER, A.GIERKE, "The Rise of Self-Tracking: Investigating the Adoption of Fitness Trackers and the Relationship on Preventive Health Care" in *Australian and New Zealand Marketing Academy Conference (ANZMAC)*, 2015, Sydney, Australia BEN ABDELAZIZ, F., V.KUPPELWIESER, O.MEDEB, "Unstable interactions in customers’ decision making" in *82nd meeting of the European working group on multicriteria decision aiding (EWG-MCDA)*, 2015, Odense, Sweden TRINCHERA, L., G.RUSSOLILLO, V.KUPPELWIESER, "Categorical Data in PLS Path Modeling: A Marketing Study" in *Correspondence Analysis and Related Methods (CARME)*, 2015, Naples, Italy KUPPELWIESER, V., P.KLAUS, Y.BARUCH, A.MANTHIOU, "The missing link? Fairness as the ultimate determinant of service profitability" in *QUIS 14 - The 14th International Research Symposium on Service Excellence in Management*, 2015, Shanghai, China KUPPELWIESER, V., J.FINSTERWALDER, "Quo vadis Transformative Service Research?" in *QUIS 14 - The 14th International Research Symposium on Service Excellence in Management*, 2015, Shanghai, China KUPPELWIESER, V., J.FINSTERWALDER, "Marketing for the social good - Reflecting on Transformative Service Research in the Light of Service-Dominant Logic" in *3rd International Conference on Contemporary Marketing Issues (ICCMI 2015)*, 2015, London, United Kingdom FINSTERWALDER, J., V.KUPPELWIESER, R.FISK, S.TUZOVIC, "Measuring the Self, the Social and the Task Oriented Side of Service Customers in Joint Co-creation Experiences" in *17th AMS World Marketing Congress*, 2014, Lima, Peru KUPPELWIESER, V., M.TOUZANI, S.TUZOVIC, M.SIMPSON, J.FINSTERWALDER, "What Goes Around, Comes Around: The Effect of Employee’s Flirtation on Customer’s Encounter Satisfaction" in *AMA ServSIG International Service Research Conference*, 2014, Thessaloniki, Greece TUZOVIC, S., J.WIRTZ, V.KUPPELWIESER, "Is the Role of Marketing Diminishing? Results From Three Geographical Regions: Asian, Europe and USA" in *42nd European Marketing Academy Annual Conference (EMAC)*, 2013, Istanbul, Turkey TUZOVIC, S., M.SIMPSON, V.KUPPELWIESER, H.SONGER, "Measurement of service convenience in health care" in *AMA ServSIG International Service Research Conference*, 2012, Helsinki, Finland FINSTERWALDER, J., V.KUPPELWIESER, S.TUZOVIC, "Empirical Evidence of Service Quality in Group Encounters" in *International Research Symposium in Service Management – Service Imperatives in the New Economy*, 2010, Mauritius KUPPELWIESER, V., "The Effect of Stewardship Behaviour on Service Creativity" in *Rostocker Dienstleistungstagung*, 2010, Rostock, Germany KUPPELWIESER, V., J.FINSTERWALDER, "The Influence of Informal Leaders on Service Satisfaction in a Group of Customers" in *Rostocker Dienstleistungstagung*, 2010, Rostock, Germany KUPPELWIESER, V., M.GOUTHIER, "Transformational Leadership als Treiber von Dienstleistungsinnovationen" in *1.Rostocker Dienstleistungstagung*, 2008, Germany ## Research seminars AHMAD HUSAIRI, M., V. G.KUPPELWIESER, "The managerial research implications in marketing: Reality check and future direction" *Meet the Editor’ series - Neoma Business School*. 2018, Rouen, France