Dennis Herhausen

Title

Prof. Dr.

Last Name

Herhausen

First name

Dennis

dennis.herhausen@unisg.ch

ORCID

0000-0002-4335-1703

https://ch.linkedin.com/in/dennis-herhausen-a4a9856

Now showing 1 - 10 of 143

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Stolpersteine auf dem Weg zum Kunden
(Marketing Review St.Gallen)
Herhausen, Dennis
;
Schögel, Marcus
Type:journal article
Journal:Swiss Marketing Review
URI:https://www.alexandria.unisg.ch/handle/20.500.14171/116409
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Keeping the mall alive? Identifying drivers of shopping mall satisfaction and survival from customer reviews
(Elsevier BV, 2026-09)
de Jong, David
;
Dennis Herhausen
;
Ludwig, Stephan
;
Teller, Christoph
;
Villarroel Ordenes, Francisco
Type:journal article
Journal:Journal of Retailing
Volume:102
Issue:3
URL:https://doi.org/10.1016/j.jretai.2026.02.003
DOI:10.1016/j.jretai.2026.02.003
URI:https://alexandria.unisg.ch/handle/20.500.14171/140156
Scopus© Citations 1
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How Frontline Employees’ Relational Communication in Online Service Interactions Drives Customer Satisfaction
(SAGE Publications, 2026-02-23)
Grewal, Dhruv
;
Ludwig, Stephan
;
Dennis Herhausen
;
Grewal, Lauren S
;
Ordenes, Francisco Villarroel
Organizations lose billions of dollars due to inadequate customer service. To improve service, and enhance customer satisfaction, frontline employees’ (FLEs) use of relational communication may be key. During online customer service chats, FLEs provide key information and offer solutions, but they also can build customer relationships through conversations. In this article, we establish how relational perceptions get evoked in conversations and what influences they have for the outcomes of customer service interactions. Accordingly, we present an empirical field study that illustrates how FLEs influence customer satisfaction by mirroring or complementing four key themes, in line with relational communication theory: intimate communication, task orientation, assertiveness, and composure. Our results indicate that FLEs should mimic customers’ use of intimate communication and task orientation, complement their assertiveness, and exhibit high levels of composure. Moreover, FLEs should emphasize their task orientation at the conversation's outset, gradually incorporate more intimate communication as it progresses, and adopt assertiveness late in the service chat. These insights, corroborated by four experimental studies, underscore the significance of FLEs’ relational communication. Our findings highlight the value of training FLEs to tailor their word choices adeptly, and leverage the potential benefits of text-monitoring tools, which can help FLEs increase relational perceptions and satisfaction among their customers.
Type:journal article
Journal:Production and Operations Management
Volume:35
Issue:8
URL:https://doi.org/10.1177/10591478261420001
DOI:10.1177/10591478261420001
URI:https://alexandria.unisg.ch/handle/20.500.14171/140158
Scopus© Citations 1
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In-Store Advertising with Digital Signage
(SAGE Publications, 2025-11-07)
Dennis Herhausen
;
de Jong, David
;
Grewal, Dhruv
Digital signage at the point of sale is emerging as a significant revenue source for retailers and a growing advertising platform for manufacturing brands. Yet, empirical research on its effectiveness remains limited. This study leverages a novel technology and field experimental data spanning 237 advertising campaigns and 30 million shoppers to fill this gap. The authors find that digital signage increases the likelihood of purchasing featured products by 8.1%. This effect is amplified for hedonic, novel, and low-priced products, as well as for popular brands. It is also stronger on weekends, later in the day, during favorable weather, in crowded stores, for emotional advertising messages, and in the absence of concurrent promotional cues. The impact of digital signage further increases when it is placed near the advertised product. Unlike price promotions, digital signage does not affect spending for those who purchase the products. Notably, exposure to digital signage also boosts sales of other products from the same brand and within the same category, without causing purchase acceleration, indicating that it drives incremental consumption. These findings offer new insights into the efficacy of in-store advertising with digital signage and provide actionable guidance for optimizing its use.
Type:journal article
Journal:Journal of Marketing
Volume:90
Issue:3
URL:https://doi.org/10.1177/00222429251351578
DOI:10.1177/00222429251351578
URI:https://alexandria.unisg.ch/handle/20.500.14171/140159
Scopus© Citations 3
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From words to insights: Text analysis in business research
(Elsevier BV, 2025-09)
Dennis Herhausen
;
Ludwig, Stephan
;
Abedin, Ehsan
;
Haque, Nasim Ul
;
de Jong, David
Type:journal article
Journal:Journal of Business Research
Volume:198
URL:https://doi.org/10.1016/j.jbusres.2025.115491
DOI:10.1016/j.jbusres.2025.115491
URI:https://alexandria.unisg.ch/handle/20.500.14171/140163
Scopus© Citations 24
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Standing Out While Fitting In: Visual Design of Text Overlays in Social Media Communication
(SAGE Publications, 2025-05-29)
Farace, Stefania
;
Ordenes, Francisco Villarroel
;
Dennis Herhausen
;
Grewal, Dhruv
;
Ruyter, Ko de
The vast amount of content on social media platforms makes it challenging for firms to create posts that get noticed. An increasingly popular approach to increase customer engagement relies on text overlays, where text is placed directly on images. Such practices raise questions of how to balance the visual and text elements for the best impact. Three key factors, commonly used by practitioners, can trigger engagement because of their visual salience: (1) the degree of dynamism or implied motion in the image as well as the (2) size and (3) centrality of the text overlay. Using multiple methods, including field studies, online experiments, and managerial interviews, the authors establish that a text overlay that is too large and centrally placed, combined with a dynamic image, has negative effects on consumer engagement, because these design combinations make the post visually unappealing. The authors leverage these findings to develop an interactive app that can help managers compose more engaging multimodal social media posts.
Type:journal article
Journal:Journal of Marketing
Volume:90
Issue:1
URL:https://doi.org/10.1177/00222429251322773
DOI:10.1177/00222429251322773
URI:https://alexandria.unisg.ch/handle/20.500.14171/140160
Scopus© Citations 15
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Verbal persuasion in marketing: A multimethod meta-analysis of analytical and narrative processing
(Springer Science and Business Media LLC, 2025-03-20)
Orazi, Davide C.
;
Hamby, Anne
;
Dennis Herhausen
;
van Laer, Tom
;
Ludwig, Stephan
Customers process persuasive verbal messages through analytical or narrative routes. Extant marketing research offers limited findings regarding the relative effectiveness of different communication antecedents to these routes; neither does it sufficiently specify if and how communication modalities (written vs. audio) and product/service type (hedonic vs. utilitarian) moderate their impact. To address this gap, the current article presents the results of a multimethod investigation. With a meta-analysis, Study 1 establishes the differential effects of antecedents on analytical and narrative processing and the moderating roles of both modality and product/service type. Study 2 gathers the expectations of marketing professionals to provide a comparison with the meta-analytic findings, highlighting areas of misalignment and a relevant managerial question pertaining to the effects of blended analytical–narrative messages. Study 3 addresses this relevant question with an experimental approach. The combined results offer novel insights into verbal persuasion and suggest several directions for research.
Type:journal article
Journal:Journal of the Academy of Marketing Science
Volume:53
Issue:6
URL:https://research.vu.nl/en/publications/4ea0e531-4ec4-432b-ac03-4e8b5eb940cb
DOI:10.1007/s11747-025-01095-4
URI:https://alexandria.unisg.ch/handle/20.500.14171/140161
Scopus© Citations 22
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From Insight to Impact: Closing the Marketing Science Value Chain with Interactive, Research-Driven Apps
(Elsevier BV, 2025)
Pikal, Konstantin
;
Villarroel Ordenes, Francisco
;
Dennis Herhausen
;
Tamagnini, Paolo
Every year, several thousands of marketing articles are published in academic journals, often with the aim of disseminating new insights not only to the academic community but also to managerial practice. However, there is wide acknowledgment of gaps in the marketing science value chain, hindering the flow of marketing knowledge to other researchers and managers. We posit that interactive, research-driven (IRD) apps that provide a deeper understanding of the usability of the research contribution are a viable solution to improve the diffusion of marketing knowledge. We shed light on the motivations and barriers to develop IRD apps as well as the market potential and impact of IRD apps through a multi-method examination, which includes interviews, secondary data analyses, and experimental studies. We find an untapped potential of IRD apps among published articles and complementary evidence of their value to researchers and managers. We further provide a tutorial to guide the development of IRD apps that complement static research papers, and close with a forward looking section about the future of IRD apps. We hope that our examination stimulates other researchers to complement their articles with IRD apps that enable the diffusion of research findings to other researchers and managers.
Type:journal article
Journal:Journal of Interactive Marketing
URL:https://doi.org/10.2139/ssrn.5634630
DOI:10.2139/ssrn.5634630
URI:https://alexandria.unisg.ch/handle/20.500.14171/140157
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Machine learning in marketing: Recent progress and future research directions
(Elsevier BV, 2024-01)
Dennis Herhausen
;
Bernritter, Stefan F.
;
Ngai, Eric W.T.
;
Kumar, Ajay
;
Delen, Dursun
Type:journal article
Journal:Journal of Business Research
Volume:170
URL:https://research.vu.nl/en/publications/ee69dcea-da88-4033-9b55-20c3455d4395
DOI:10.1016/j.jbusres.2023.114254
URI:https://alexandria.unisg.ch/handle/20.500.14171/140168
Scopus© Citations 76
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Should online retailers emphasize efficiency or experience? First insights on the evolution and heterogeneity of website attributes
(Elsevier BV, 2024-06)
El-Manstrly, Dahlia
;
Dennis Herhausen
;
Guha, Abhijit
;
Blut, Markus
;
Grewal, Dhruv
Type:journal article
Journal:Journal of Retailing
Volume:100
Issue:2
URL:https://doi.org/10.1016/j.jretai.2024.03.002
DOI:10.1016/j.jretai.2024.03.002
URI:https://alexandria.unisg.ch/handle/20.500.14171/140166
Scopus© Citations 14

Dennis Herhausen

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