Service Frontiers 2020 in Boston, Massachusetts

Prof. Dr. Holger Roschk has just received confirmation that his joint research together with Dr. Amin Nazifi Strathclyde University Glasgow on “Gamification and Its Role in Service Recovery” has been accepted for presentation at the Service Frontiers Conference. This year’s conference will take place between June 25th and 28th, 2020 at Babson College in Boston, Massachusetts. Holger Roschk is very much looking forward to connecting with researchers from all over the world and representing the University of Klagenfurt.

Does smell sell? Overview study provides evidence of ambient scent effects in consumer settings

Within the scope of a detailed meta-analysis, Holger Roschk has examined 64 studies with 71 samples and a total of 15,000 test persons to find out to what extent ambient scents have an effect on experiences and activities in shopping and service environments. Results show: Under ideal conditions, scents can have a positive influence on customer behaviour. 

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Jan Breitsohl visiting the Unit of Service Management

Jan Breitsohl is currently visiting the Unit of Service Management. He is associate professor at Kent Business School (University of Kent, UK) and a distinguished scholar in the area of digital marketing. His research visit aims to develop a new cooperation in teaching and research. More about Jan

Paper Acceptance at the 2019 Frontiers in Service Conference in Singapore!

Christina-Franca Feyertag has just recently received the honor of acceptance for her abstract entitled “Coalitions, Social Exclusion and Recovery in Trilateral Service Failure Constellations” at the Frontiers in Service Conference 2019 in the vibrant city of Singapore! The Frontiers in Service Conference is the world’s leading service conference , featuring a unique international mix of business people and academics, and a cross-functional list of topics, including service science, service innovation, service marketing, service operations, service human resources, service information technology, e-service, service innovation, and customer relationship management. Speakers at the conference include many of the world’s leading service experts, including high-ranking executives and prominent academics. Numerous high quality submissions have been made.  We look forward to having Mrs. Feyertag represent the AAU and our department and are confident that the conference will be exciting, stimulating and provide innovative ideas for future research.

Customers who pay for their purchases by card are less likely to remember the precise amount paid

The transparency of spending money depends on the mode of payment used: cash, single-function cards that offer only a payment function, or multifunctional cards which may also include bonus programmes, user identification or other functions. A recent study has shown that the recall accuracy associated with the act of paying is lower for both card formats than it is for cash transactions.

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Financial compensation: Handwritten messages & banknotes are better received

Money is money: so why should we care how it is given? A new study on complaint handling, recently published in the renowned Journal of Service Research, delivers fresh insights: People who complain react differently, depending on how the financial compensation is presented.

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Lucky 8: What effect do price-endings have in Asia?

While prices in the Western world tend to end in 0, 5 or 9, many prices in Asia end in the number 8. A new study has explored the effects of the “lucky number” 8 in pricing practices.

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Proven effect: Music, scent and colour influence customers

For many years, retail and service industries have deployed atmospheric stimuli such as music, scent and colour in order to influence consumer behaviour. Until recently, the results of scientific studies investigating the effects have been inconclusive, impeding the formulation of conclusive generalisations. Now, following the meta-analytic recalculation of data from 66 distinct studies, a research team has successfully demonstrated that the presence of music, scent and colour produces significant positive effects on customers’ shopper behaviour.

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„Premiumhandelsmarken sind ein zweischneidiges Schwert“


ad astra hat Holger Roschk im Klagenfurter Delikatessengeschäft Jäger getroffen und mit ihm über die Chancen und Risiken von Premiumhandelsmarken gesprochen und nachgefragt, welche Bedeutung sie für den Lebensmitteleinzelhandel haben.

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Allein oder in der Gruppe Kaffee trinken: Studie zeigt kulturkonträres Verhalten von KonsumentInnen

Zahlreiche empirische Studien zeigen, dass Konsumentenentscheidungen und –verhalten von der jeweiligen Kultur geprägt sind. Eine aktuelle Untersuchung kommt zu einem gegenteiligen Ergebnis: Entgegen bisheriger Annahmen verhalten sich Besucherinnen und Besucher bei dem internationalen Kaffeehaus-Riesen Starbucks nicht so, wie man es entsprechend ihrer kulturellen Prägung erwarten würde.

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