Michael Giebelhausen

Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters

Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni et al. · Journal of Marketing · 2014 · 271 citations

Customer Satisfaction, Consumer Research, Technology Adoption +31

Frontline encounters of the AI kind: An evolved service encounter framework

Stacey G. Robinson, Chiara Orsingher, Linda Alkire et al. · Journal of Business Research · 2019 · 190 citations · Full text

Artificial Intelligence, Ai Kind, Engineering +11

Adjusting the Warm-Glow Thermostat: How Incentivizing Participation in Voluntary Green Programs Moderates Their Impact on Service Satisfaction

Michael Giebelhausen, HaeEun Helen Chun, J. Joseph Cronin et al. · Journal of Marketing · 2016 · 141 citations

Customer Satisfaction, Behavioral Decision Making, Incentivizing Participation +26

Negative word of mouth can be a positive for consumers connected to the brand

Andrew E. Wilson, Michael Giebelhausen, Michael K. Brady · Journal of the Academy of Marketing Science · 2017 · 122 citations

Customer Satisfaction, Advertising, Brand Equity +11

Worth waiting for: increasing satisfaction by making consumers wait

Michael Giebelhausen, Stacey G. Robinson, J. Joseph Cronin · Journal of the Academy of Marketing Science · 2010 · 103 citations

Customer Satisfaction, Consumer Decision Making, Consumer Study +7