| The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition F v. Wangenheim, T Bayón Journal of the Academy of Marketing Science 35, 233-249, 2007 | 607 | 2007 |
| The effect of word of mouth on services switching: Measurement and moderating variables FV Wangenheim, T Bayón European Journal of Marketing 38 (9/10), 1173-1185, 2004 | 591 | 2004 |
| Demystifying AI: What digital transformation leaders can teach you about realistic artificial intelligence JKU Brock, F Von Wangenheim California management review 61 (4), 110-134, 2019 | 507 | 2019 |
| High tech and high touch: a framework for understanding user attitudes and behaviors related to smart interactive services NV Wünderlich, FV Wangenheim, MJ Bitner Journal of Service research 16 (1), 3-20, 2013 | 454 | 2013 |
| Postswitching negative word of mouth FV Wangenheim Journal of service research 8 (1), 67-78, 2005 | 423 | 2005 |
| Artificial intelligence and marketing: Pitfalls and opportunities A De Bruyn, V Viswanathan, YS Beh, JKU Brock, F Von Wangenheim Journal of Interactive Marketing 51 (1), 91-105, 2020 | 402 | 2020 |
| Targeted online advertising: Using reciprocity appeals to increase acceptance among users of free web services JH Schumann, F Von Wangenheim, N Groene Journal of Marketing 78 (1), 59-75, 2014 | 402 | 2014 |
| Instant customer base analysis: Managerial heuristics often “get it right” M Wübben, FV Wangenheim Journal of Marketing 72 (3), 82-93, 2008 | 386 | 2008 |
| The value of self-service A Scherer, NV Wünderlich, F Von Wangenheim MIS quarterly 39 (1), 177-200, 2015 | 356 | 2015 |
| Satisfaction, loyalty and word of mouth within the customer base of a utility provider: Differences between stayers, switchers and referral switchers F Wangenheim, T Bayon Journal of Consumer Behaviour: An International Research Review 3 (3), 211-220, 2004 | 266 | 2004 |
| Mapping the customer journey: Lessons learned from graph-based online attribution modeling E Anderl, I Becker, F Von Wangenheim, JH Schumann International Journal of Research in Marketing 33 (3), 457-474, 2016 | 259 | 2016 |
| Does the employee–customer satisfaction link hold for all employee groups? F Wangenheim, H Evanschitzky, M Wunderlich Journal of Business research 60 (7), 690-697, 2007 | 253 | 2007 |
| Consumer ethnocentrism in the German market H Evanschitzky, F v. Wangenheim, D Woisetschläger, M Blut International Marketing Review 25 (1), 7-32, 2008 | 246 | 2008 |
| Behavioral consequences of overbooking service capacity F Wangenheim, T Bayón Journal of Marketing 71 (4), 36-47, 2007 | 205 | 2007 |
| Service & solution innovation: Overview and research agenda H Evanschitzky, FV Wangenheim, DM Woisetschläger Industrial Marketing Management 40 (5), 657-660, 2011 | 203 | 2011 |
| Technology mediation in service delivery: A new typology and an agenda for managers and academics JH Schumann, NV Wünderlich, F Wangenheim Technovation 32 (2), 133-143, 2012 | 198 | 2012 |
| A twenty-first century assessment of values across the global workforce DA Ralston, CP Egri, E Reynaud, N Srinivasan, O Furrer, D Brock, R Alas, ... Journal of business ethics 104, 1-31, 2011 | 182 | 2011 |
| The reinforcing effects of loyalty program partnerships and core service usage: a longitudinal analysis KN Lemon, FV Wangenheim Journal of Service Research 11 (4), 357-370, 2009 | 176 | 2009 |
| Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange JH Schumann, F Wangenheim, A Stringfellow, Z Yang, V Blazevic, ... Journal of International Marketing 18 (3), 62-80, 2010 | 168 | 2010 |
| The Big four of influencer marketing. a typology of influencers. J Gross, FV Wangenheim Marketing Review St. Gallen 2, 30-38, 2018 | 157 | 2018 |
