Benjamin von Walter
Title
Prof. Dr.
Last Name
von Walter
First name
Benjamin
Email
benjamin.vonwalter@unisg.ch
33 results
Now showing 1 - 10 of 33
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Item type:Publication, Should service firms introduce algorithmic advice to their existing customers? The moderating effect of service relationships(2023); ; Raff, StefanAn increasing number of service firms are introducing algorithmic advice to their customers. In this research, we examine the introduction of such tools from a relational perspective and show that the type of relationship a customer has with a service firm moderates his or her response to algorithmic advice. Studies 1 and 2 find that customers in communal relationships are more reluctant to use algorithmic advice instead of human advice than customers in exchange relationships. Study 3 shows that offering customers algorithmic advice may harm communal relationships but not exchange relationships. Building on these findings, Studies 4, 5, and 6 examine how firms can mitigate the potentially negative relational consequences of algorithmic advice. While a fallback option that signals that customers can request additional human advice if needed is effective in preventing relational damages in communal relationships, this same intervention backfires in exchange relationships. These findings have important implications by showing that managers need to consider the relational consequences of introducing algorithmic advice to existing customers.Type:journal articleVolume:99Issue:2Scopus© Citations 12 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Preiserhöhungen bei Industriegütern erfolgreich umsetzen(2022); Sieber, SimonType:journal articleJournal:Marketing Review St. GallenVolume:39Issue:1 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Was wir noch nicht über Employer-Branding wissenType:journal articleJournal:Marketing Review St. GallenVolume:38Issue:2 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Grounded procedures of connection are not created equalType:journal articleJournal:Behavioral and Brain SciencesIssue:44 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, “Touching” services: tangible objects create an emotional connection to services even before their first useAlthough research suggests that physical elements of the servicescape play an important role in the service process, there is little research on the impact of tangible objects that companies give to consumers such as membership cards, pens, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which conditions the provision of tangible service objects affects consumers. Three experimental studies were conducted, in which participants received different objects they could either touch or just see. These studies indicate that touching a service object metaphorically translates into a perceived mental connection towards the service. More specifically, physically connecting to a service object leads to a stronger psychological connection to the corresponding service, which, in turn, increases behavioral intentions. The results also demonstrate that providing a tangible object only has an impact when the object is of high aesthetic appeal. These findings suggest that providing tangible service objects is an effective way for service providers to build an emotional connection with potential customers and to strengthen the emotional connections of existing customers.Type:journal articleJournal:Business Research (BuR)Volume:13Issue:2Scopus© Citations 9 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Über Sprache indirekt führen – Organisationale Lernprozesse mit Worten auslösenType:journal articleJournal:ZFO Zeitschrift Führung + OrganisationIssue:6 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Securing Frontline Employee Support after an Ethical Scandal: The Moderating Impact of Response StrategiesAlthough ethical scandals are a common phenomenon in the service industry, there is little research on the service-specific aspects of crisis management. In this research, we argue that frontline employees are of crucial importance after a scandal and examine how firms can secure the support of frontline employees following different kinds of scandals. Specifically, we demonstrate that corrective responses that address the internal causes of a scandal and ceremonial responses that guide attention to positive aspects unrelated to the scandal moderate the impact of different scandals on frontline employee support. Three experiments showed that frontline employee support was greater after scandals that involved a great rather than a small number of wrongdoers and after scandals that had been caused by high-ranking managers rather than low-ranking employees when a corrective response was implemented. In contrast, support was greater following scandals that had been committed by a few low-ranking employees rather than high-ranking managers when a ceremonial response was employed. These results have important implications by illustrating how companies can effectively restore frontline employee support following a scandal.Type:journal articleJournal:Journal of Service Research : JSRVolume:19Issue:4Scopus© Citations 8 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The effect of applicant-employee fit and temporal construal on employer attraction and pursuit intentionsAlthough applicant-employee fit has emerged as an important topic in recruitment research, little is known about how job seekers' perceived similarity with the employees working for an organization affects employer attraction. In this research, we introduce temporal construal as a crucial moderating variable and study how the temporal decision context affects the weighting of applicant-employee fit. In particular, we argue that applicant-employee fit is construed in abstract, high-level terms and exerts a stronger influence when prospective applicants hold a distant time perspective. In contrast, instrumental attributes such as pay level represent low-level construals and gain greater relevance when prospective applicants hold a near time perspective. Two experiments involving a student sample and a sample of unemployed job seekers supported these predictions.Type:journal articleJournal:Journal of Occupational and Organizational PsychologyVolume:85Issue:1Scopus© Citations 14 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Customer Education in the Digital Age: Intended and Unintended Effects(2023); ;