Research Affiliates

Dr. Janina Garbas

Research Focus

Cross-Channel Management
Consumer Behavior
Employee-Consumer Interactions in Service Environments

Education

Business Administration studies with focus on International Management and Marketing, University of Passau and Corvinus University Budapest, Hungary

Professional Experience

ETERNA Mode GmbH, Passau
BSH Hausgeräte GmbH, München
Wattline GmbH, Passau

Awards

2017 IHK-Award for outstanding theses

Publications

Garbas, J., Schubach, S., Mende, M., Scott, M. L., & Schumann, J. H. (2022). You want to sell this to me twice!? How perceptions of betrayal may undermine internal product upgrades. Journal of the Academy of Marketing Science. (VHB3: A)

Bidler, M., Schumann, J.H., Widjaja, T., Schubach, S., & Garbas, J. (2021). Privacy-Related Decision-Making in Business Network Data Exchange Settings: The Role of Consumers' Immediate Affective Reactions. 5th Conference of the Bavarian Service Research Cluster, Ingolstadt, Germany, 26.11.2021. (online)

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2021). You Want to Sell This to Me Twice!? How Perceptions of Betrayal May Undermine Internal Product Upgrades. Lehrstuhltreffen, Passau, 22.07.2021.

Volkmann, A., Garbas, J., Schubach, S., Schumann, J.H. (2021). "Oops! …I Can Do it Again?!" – How the reversibility of customization decisions influences consumer perceptions and behavior in the pre-purchase phase. Lehrstuhltreffen, Passau, 22.07.2021.

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2020). You want to sell this to me twice!? How perceptions of betrayal may undermine internal product upgrades. 3rd Conference of the Bavarian Service Research Cluster, Ingolstadt, Germany, 06.11.2020. (online)

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2020). Can We Provide Access to Ownership? Consumer Response to Internal Hardware Upgrading. Frontiers in Service Conference 2020, Boston, MA, USA, 25.06.-28.06.2020. (cancelled due to COVID-19)

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2020). Can We Provide Access to Ownership? How Norm Violations Threaten Product Upgrading Services. 49th EMAC Annual Conference, Budapest, Hungary, 26.05.-29.05.2020. (cancelled due to COVID-19)

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2020). Can We Provide Access to Ownership? How Norm Violations Threaten Product Upgrading Services. 33rd EMAC Doctoral Colloquium, Budapest, Hungary, 24.05.-26.05.2020. (cancelled due to COVID-19)

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2020). Can We Provide Access to Ownership? How Ownership Inferences Threaten Product Reconfiguration Services. 2020 AMA Winter Academic Conference, San Diego, CA, USA, 14.02.-16.02.2020.

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2019). Can We Provide Access to Ownership? How Ownership Inferences Threaten Product Reconfiguration Services. 2nd Conference of the Bavarian Service Research Cluster, Augsburg, Germany, 18.09. – 19.09.2019.

Garbas, J., Schubach, S., Schumann, J.H., Mende, M., & Scott, M. L. (2019). Can We Provide Access to Ownership? How Ownership Perceptions Threaten Product Reconfiguration Services. Annual Frontiers in Service Conference, Singapore, 18.07.–21.07.2019.

Garbas, J., Schubach, S., Schumann, J.H., Mende, M., & Scott, M. L. (2019). Can We Provide Access to Ownership? How Ownership Inferences Threaten Product Reconfiguration Services. 48th EMAC Conference, Hamburg, Germany, 28.05. – 31.05.2019.

Garbas, J., Schubach, S., Schumann, J. H., Mende, M., & Scott, M. L. (2019). Can We Provide Access to Ownership? How Ownership Inferences Threaten Product Reconfiguration Services. Theory + Practice in Marketing, New York City, USA, 16.05. – 18.05.2019.

Garbas J., Schubach, S., & Schumann, J. H. (2018). How Product Reconfiguration Through Add-on Features Impacts Customer Perceptions and Behavior. Lehrstuhltreffen, Passau, Germany, 24.10. – 25.10.2018.

Garbas, J., Schubach, S., & Schumann J. H. (2018). How Activating Hardware Features Impacts Customer Perceptions and Behavior. 1st Conference of the Bavarian Service Research Cluster, Passau, Germany, 20.09. – 21.09.2018.

Treger, S., Garbas, J., Büttgen, M., Schumann, J. H., & Ates, Z. (2018). Reducing Customer Participation Stress in Financial Services. SERVSIG Conference, Paris, France, 14.06 – 16.06.2018.

Garbas, J., Schubach, S., & Schumann, J. H. (2017). Cross-Channel Shopping – The Role of Payment Timing and Collection Duration. Lehrstuhltreffen, Passau, 12.10. - 13.10.2017.

Treger, S., Büttgen, M., Garbas, J., Schumann, J. H., & Ates, Z. (2017). Reducing Customer Participation Stress in Financial Services. International Conference on Service and Technology Marketing, Zurich, Switzerland, 30.09 – 31.09.2017.

Schubach, S., Garbas, J., & Schumann, J. H. (2017). Kundenbindung im digitalen Zeitalter. In: M. Bruhn, & C. Homburg (Eds.), Handbuch Kundenbindungsmanagement: Strategien und Instrumente für ein erfolgreiches CRM, 301-331. Wiesbaden: Springer Gabler.

Dr. Franziska M. Bongers

Research Focus

Service Innovation in the B2B Sector
Digitization
Individualization of Services

Education

Business Administration Studies with focus on International Management and Marketing, University of Passau

Professional Experience

MAN Diesel & Turbo SE, Augsburg

Awards

2019 ISBM Doctoral Dissertation Award Competition Finalist

Publications

Bongers, F. M., Schumann, J. H., & Schmitz, C. (2021). How the Introduction of Digital Sales Channels Affects Salespeople in Business-to-Business Contexts: A Qualitative Inquiry. Journal of Personal Selling & Sales Management.

Winkler, C., Bongers, F. M., & Schumann, J. H. (2021). Kundenintegration und Individualisierung bei digitalen Dienstleistungsinnovationen. Entwicklung eines Methodenbaukastens und Strategietoolkits. In: Beverungen D., Schumann J. H., Stich V., Strina G. (Hrsg.), Dienstleistungsinnovationen durch Digitalisierung (3-47). Springer Gabler.

Bongers, F. M., Winkler, C., & Schumann, J. H. (2019). Veränderungen in Märkten durch Digitalisierungsprozesse. In: Stich V., Schumann J. H., Beverungen D., Gudergan G., Jussen P. (Hrsg.), Digitale Dienstleistungsinnovationen – Smart Services agil und kundenorientiert entwickeln, 429-444. Berlin, Heidelberg: Springer Vieweg

Bongers, F.M., Kinateder, G., Totzek, D., & Schumann, J. H. (2019). Exploring Salesperson Solution Involvement in Business-to-business Markets. 2nd Conference of the Bavarian Service Research Cluster, Augsburg, Germany, 18. – 19.09.2019.

Bongers, F. M., Kinateder, G., Schumann, J. H., & Totzek, D. (2019). Exploring Salesperson Solution Involvement in Business-to-Business Markets: A Temporal Perspective. Annual Frontiers in Service Conference, Singapore, 18.07. – 21.07.2019.

Bongers, F. M., Schumann, J. H., & Schmitz, C. (2019). When High Tech Boosts High Touch: How E-Commerce Enables Business-to-Business Suppliers to Manage Relationships with Large and Small Buyer Firms. 9th BMM EMAC Conference, Berlin, Germany, 27.06.2019 – 29.06.2019.

Bongers, F. M., Schumann, J. H., & Schmitz, C. (2019). When High Tech Boosts High Touch: How E-Commerce Enables Business-to-Business Suppliers to Manage Relationships with Large and Small Buyer Firms. 48th EMAC Conference, Hamburg, Germany, 28.05.2019 – 31.05.2019.

Bongers, F. M., Kinateder, G., Totzek, D., & Schumann, J. H. (2018). The More the Merrier? Exploring the Effect of Salespeople’s Solution Involvement in the B2B Context. 1st Conference of the Bavarian Service Research Cluster, Passau, Germany, 20.-21.09.2018.

Bongers, F. M. & Schumann, J. H. (2018). Do Personal Interaction and E-Commerce Constitute A Contradiction in Business-to-Business-Settings? 2018 AMA Summer Academic Conference, Boston, MA, USA, 10.08. – 12.08.2018.

Bongers, F. M. & Schumann, J. H. (2018). Do Personal Selling and E-Commerce Constitute a Contradiction in B2B Settings? 2018 Biennial ISBM Academic Conference, Cambridge, MA, USA, 08.08. – 09.08.2018.

Bongers, F. M. & Schumann, J. H. (2018). Do Personal Interaction and E-Commerce Constitute A Contradiction in Business-to-Business-Settings? 1. Doktoranden-Workshop des Netzwerks Internet und Digitalisierung Ostbayern (INDIGO), Passau, Germany, 20.06.2018.

Bongers, F. M., & Schumann, J. H. (2018). Business-to-Business E-Commerce from a Multi-Channel Perspective: A qualitative study on provider and customer motives. SERVSIG Conference, Paris, France, 14.06 – 16.06.2018.

Bongers, F. M. & Schumann, J. H. (2018). Business-to-Business E-Commerce from a Multi-Channel Perspective: A qualitative study on provider and customer motives. Poster at EMAC Conference, Glasgow, Scotland, United Kingdom, 29.05 – 01.06.2018.

Bongers, F. M. & Schumann, J. H. (2018). E-Commerce in B2B Settings: A Contradiction to Relational Selling? Lehrstuhltreffen, Rorschach, Switzerland, 21.03. – 23.03.2018.

Bongers, F. M. & Schumann, J. H. (2018). E-Commerce in B2B Settings: A Contradiction to Relational Selling? Dienstleistungsinnovation durch Digitalisierung 2018. Doktorandenseminar, Aachen, Germany, 20. – 21.03.2018.

Bongers, F.M. & Schumann, J. H. (2017). Service Mass Customization in B2B-Settings - A Literature Analysis and Research Agenda. Lehrstuhltreffen, Passau, 12.10. - 13.10.2017.

Dr. Björn Hüttel

Research Focus

Free E-Services
Employee-Customer Interactions in Service Environments
International Marketing

Contact

Email: Björn Hüttel

Publications

Hüttel, B.A. (2021). Antecedents of Frontline Employees' Customer Orientation: A Comprehensive Review. Journal of Service Management Research, 5(1), 50-70. (VHB3: -)

Hüttel, B.A., Ates, Z., Schumann, J. H., Büttgen, M., Haager, S., Komor, M., Volz, J. (2019). The Influence of Customer Characteristics on Frontline Employees’ Customer Need Knowledge. Journal of Services Marketing, 33(2), 220-232. (VHB3: C).

Hüttel, B.A. (2017). Three Essays on Success Factors of Digital and Non-digital Services. Passau: Universität Passau.

Hüttel, B.A., Schumann, J. H., Mende, M., Scott, M., & Wagner, C. (2018). How Consumers Assess Free E-Services: The Role of Benefit-Inflation and Cost-Deflation Effects. Journal of Service Research, 21(3), 267-283. (VHB3: A)

Hüttel, B.A., Schumann, J. H., Büttgen, M., Ates, Z., Komor, M., & Volz, J. (2016). The Influence Of Customer Characteristics On The Customer Need Knowledge Of Frontline Employees. Lehrstuhltreffen, Rorschach, Switzerland, 31.08. - 02.09.2016.

Hüttel, B.A., Wagner, C. J., Schumann, J. H., Mende, M., & Scott, M. L. (2016). Let's Look the Gift Horse in the Mouth: A Closer Examination of How Consumers Respond to Free Offers. Association for Consumer Research Conference, Berlin, Germany, 27.10. – 30.10.2016.

Hüttel, B.A., Schumann, J. H., Büttgen, M., Ates, Z., Komor, M., & Volz, J. (2016). The Influence Of Customer Characteristics On The Customer Need Knowledge Of Frontline Employees. ISMS Marketing Science, Shanghai, China, 16.06. – 18.06.2016.

Hüttel, B.A., Wagner, C. J., Schumann, J. H., Mende, M., & Scott, M. L. (2016). Toward a Deeper Understanding of How Consumers Perceive Free Offers: New Insights Into the Zero-price Effect, Its Process, and Boundary Conditions. EMAC, Oslo, Norway, 24.05. – 27.05.2016.

Hüttel, B.A. (2016). Toward a Deeper Understanding of How Consumers Perceive Free Offers: New Insights Into the Zero-price Effect, Its Process, and Boundary Conditions. EMAC Doctoral Colloquium, Oslo, Norway, 24.05. – 27.05.2016.

Hüttel, B.A. (2015). The Influence of Zero-priced Offers on Consumers' Non-monetary Cost Perceptions. Invited presentation at Florida State University, College of Business, Tallahassee, FL, USA, 23.10.2015.

Hüttel, B.A. (2015). The Influence of Zero-priced Offers on Consumers' Non-monetary Cost Perceptions. ACR North American Conference - Doctoral Consortium, New Orleans, LA, USA, 01.10. – 04.10.2015.

Hüttel, B.A., Wagner, C. J., & Schumann, J. H. (2015). Adding New Perspectives to the Zero-price Effect – The Role of Non-monetary Cost Perceptions. Academy of Marketing Science World Marketing Congress, Bari, Italy, 14.07. – 18.07.2015.

Hüttel, B.A. (2015). Adding New Perspectives to the Zero-price Effect – The Role of Non-monetary Cost Perceptions. Frontiers in Service Conference - Doctoral Consortium, San Jose, CA, USA, 08.07. – 09.07.2015.

Hüttel, B.A., Wagner, C. J., & Schumann, J. H. (2015). Adding New Perspectives to the Zero-price Effect – The Role of Non-monetary Cost Perceptions. 2015 AMA Winter Educators' Conference, San Antonio, TX, USA, 13.02. – 15.02.2015.

Hüttel, B.A., Wagner, C. J., & Schumann, J. H. (2014). It’s not all about the Benefits – Cost Perceptions as Additional Drivers of the Zero-Price Effect. EMAC 2014, Valencia, Spain, 03.06. – 06.06.2014.

Germelmann, C. C., Hüttel, B.A., Herrman, J.-L., & Kacha M. (2014). Perceived Thematic Congruence Between the Ad, Medium, and Program? First Insights From a Qualitative Study. Poster presented at EMAC 2014, Valencia, Spain, 03.06. – 06.06.2014.

Hüttel, B.A., Wagner, C. J., & Schumann, J. H. (2013). It’s not all about the Benefits – Cost Perceptions as Additional Drivers of the Zero-Price Effect. Conference on Service and Technology Marketing, Zurich, Switzerland, 21.11. – 23.11.2013.

Dr. Nicole Heß

Research Focus

Consumer behavior
Innovation and new challenges in digital marketing
Free Digital Services

Contact

Email: Nicole Heß

Publications

Hess, N. J., Kelley, C. M., Scott, M. L., Mende, M., & Schumann J. H. (2020). Getting Personal in Public!? How Consumers Respond to Public Personalized Advertising in Retail Stores. Journal of Retailing, 96(3), 344-361.

Heß, N. J. (2018). Three Essays on New Challenges and Opportunities for Marketing in an Evolving Technological Environment. Passau: Universität Passau.

Schubach, S. A., Heß, N. J., & Schumann, J. H. (2017). Customer Orientation in Free Online Services and the Commitment to the Free Business Logic. Accepted at 26th Annual Frontiers in Service Conference, New York City, NY, USA, 22.06. – 25.06.2017.

Heß, N. J., Scott, M. L., Mende, M., & Schumann, J. H. (2017). Personalized Advertising in Public Environments: Perceptions and Consequences. EMAC, Groningen, Netherlands, 23.05. – 26.05.2017.

Heß, N. J., Schumann J. H., Mende, M., & Scott, M. L. (2016). Personalized Advertising in Public Environments: Perceptions and Consequences. Association for Consumer Research Conference, Berlin, Germany, 27.10. – 30.10.2016.

Heß, N. J., Schumann J. H., Mende, M., & Scott, M. L. (2016). Personalized Advertising in Public Environments: Perceptions and Consequences. ISMS Marketing Science, Shanghai, China, 16.06. – 18.06.2016.

Heß, N. J., Schumann J. H., Mende, M., & Scott, M. L. (2016). Personalized Advertising in Public Environments: Perceptions and Consequences. EMAC, Oslo, Norway, 24.05. – 27.05.2016.

Schubach, S. A., Heß, N. J., Schumann, J. H., & Reynolds, D. (2016). Is a Paying Customer Always Better? The Importance of Customer Orientation Towards the “Free” Customer in Two- or Multi-Sided Markets. EMAC, Oslo, Norway, 24.05. – 27.05.2016.

Heß, N. J., & Schumann, J. H., Mende, M., & Scott, M. L. (2015). Minority Report at the Point of Sale? Analyzing the Perceptions and Consequences of Personalized Advertising in Public Environments. Conference on Service and Technology Marketing, Paderborn, Germany, 19.11. – 21.11.2015.

Heß, N. J. (2015). Minority Report at the Point of Sale? Analyzing the Perceptions and Consequences of Personalized Advertising in Public Environments. Invited presentation at Florida State University, College of Business, Tallahassee, FL, USA, 23.10.2015.

Heß, N. J. (2015). Analyzing the Perceptions and Consequences of Personalized Advertising in Public Environments. ACR North American Conference - Doctoral Consortium, New Orleans, LA, USA, 01.10. 04.10.2015.

Schubach, S. A., Heß, N. J., & Schumann, J. H. (2015). Is a Paying Customer Always Better? The Importance of Customer Orientation Towards the “Free” Customer in Two- or Multi-Sided Markets. Frontiers in Service Conference, San Jose, CA, USA, 09.07. – 12.07.2015.

Schubach, S. A., & Heß, N. J. (2015). Understanding Your Network Effects – Customer Orientation Structure and Consequences in Markets for Free Digital Services. Frontiers in Service Conference - Doctoral Consortium, San Jose, CA, USA, 08.07. – 09.07.2015.

Schubach, S. A., Heß, N. J., & Schumann, J. H. (2015). Customer Orientation in Multi-sided Markets. Workshop Dienstleistungsmarketing 2015, Berlin, Germany, 27.02. – 28.02.2015.

Schubach, S. A., Heß, N. J., & Schumann, J. H. (2014). He Who Pays the Piper Calls the Tune? - The Importance of Customer Orientation Towards “Free” Customers in Two- or Multi-sided Markets. Conference on Service and Technology Marketing, Passau, Germany, 20.11. – 22.11.2014.

Schubach, S. A., Heß, N. J., & Schumann, J. H. (2014). Stakeholder Theory as a Mean to Understand Customer Orientation if There is More Than One Customer Population. EMAC 2014, Valencia, Spain, 03.06. – 06.06.2014.

Heß, N. J., Schubach, S. A., & Schumann, J. H. (2013). Stakeholder Theory as a Mean to Understand Customer Orientation in Two-sided Markets. Poster presented at Conference on Service and Technology Marketing, Zurich, Switzerland, 21.11. – 23.11.2013.