KUPPELWIESER
KUPPELWIESER Volker Georg
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.
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
10.1016/j.jretconser.2015.08.011
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
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
10.1016/j.jretconser.2013.09.007i
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
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
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, SpainDOI : 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
KUPPELWIESER, V., Beziehungsmaßnahmen als Zusatzdienstleistung: Eine empirische Betrachtung des Kundennutzens, Tectum, 2006
KUPPELWIESER, V. G. - "Open and Current Research Questions in Marketing – a Chance for Decision Science Researchers to Step in?" - 2016, Hammamet, Tunisia
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
MANTHIOU, A., K.AYADI, V. G.KUPPELWIESER, "The social media scape: An integrative framework and measurement scale", Global Marketing Conference, 2016, Hong Kong
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
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., 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
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
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
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
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., 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
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
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
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
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., 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
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, 2014DOI : https://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, 2011DOI : https://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., 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
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, 2010DOI : https://doi.org/10.1007/978-3-8349-6302-4_6
DOPPELBERGER, T., V. G.KUPPELWIESER, "Spin-off – Ein Karrieresprungbrett für Wissenschaftler" in Handbuch Wissenschaft kommunizieren., A. Archut et al. Ed., Raabe, 2008
MANTHIOU, A., V. G. KUPPELWIESER, "An ethical triangulation approach to tourism", Tourism Management, August 2025, vol. 109DOI : 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 2025DOI : 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 2025DOI : 10.1108/JSM-03-2025-0155
KUPPELWIESER, V. G., "The inclusion delusion: service research's dangerous disconnect from disabled reality" Forthcoming Journal of Services Marketing
FENG, Z., V. G. KUPPELWIESER, "Nonspatial CSR proximity in virtual CSR: an exploratory research among young consumers", Young Consumers, June 2025DOI : 10.1108/YC-09-2024-2231
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. 76DOI : https://doi.org/10.1016/j.jretconser.2023.103568
MANTHIOU, A., I. ULRICH, V. G. KUPPELWIESER, "The travel influencer construct: An empirical exploration and validation", Tourism Management, April 2024, vol. 101, pp. 104858DOI : 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 2024DOI : 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. 1117-1131DOI : 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. 81DOI : https://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. 2DOI : 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. 2948–2964DOI : 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. 7DOI : https://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. 112DOI : 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. 375-395DOI : 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. 371–388DOI : 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. 103375DOI : https://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. 364–378DOI : 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. 518-531DOI : 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. 624-633DOI : https://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. 335-345DOI : https://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. 511–527DOI : 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. 1-7DOI : 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. 372-389DOI : 10.1177/1094670520975138
KUPPELWIESER, V. G., P. KLAUS, "Customer Experience quality in African B2B contexts", Journal of Services Marketing, November 2021, vol. 35, no. 7DOI : 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. 479–499DOI : 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. 1-10DOI : 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. 1107-1129DOI : 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. 326-349DOI : 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. 157-165DOI : 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. 2018-2023DOI : 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, A. MANTHIOU, "The missing link? Fairness as the ultimate determinant of service profitability. (Eng)/ Le chaînon manquant – l’équité comme déterminant ultime de la rentabilité des services ?! (Fr)", Recherche et Applications en Marketing, January 2018, vol. 33, no. 2, pp. 46-74DOI : 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. 91-98DOI : 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. 504-518DOI : 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. 127-148DOI : 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. 870-894DOI : 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. 98–107DOI : 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. 113-136DOI : https://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. 171-194DOI : 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. 106-121DOI : https://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. 2620–2627DOI : 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. 156-161DOI : 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. 311-321DOI : https://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. 589-595DOI : https://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. 447-472DOI : https://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. 241-259DOI : https://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. 607-618DOI : https://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. 617-635DOI : https://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